Analyzing Call Center Performance A Data Mining Approach.pdfVIP

Analyzing Call Center Performance: A Data Mining Approach Ruiyuan Guo, Ajith Abraham* and Marcin Paprzycki** Computer Science Department, Oklahoma State University, USA grui@ * IITA Professorship Program, School of Computer Science and Engineering, Chung-Ang University, Korea, ajith.abraham@ ** Warsaw School of Social Psychology, ul. Chodakowska 19/31, 03-815 Warsaw, Poland marcin.paprzycki@.pl. Abstract. Society is becoming more accustomed to toll-free numbers as an efficient way to request and receive services in all aspects of their lives. While a move can be observed to eliminate humans as han- dlers of most rudimentary customer requests, responding to telephone calls remains a top priority in cus- tomer service. Call centers are either managed in-house or contracted out and provide a variety of ser- vices. The performance of the call center depends on the performance of its customer service representa- tives and the call handling regulations. The research aims to apply some well-known data mining tech- niques such as neural networks, classification and regression trees, support vector machines and a hybrid decision tree – neural network approach to the problem of predicting the quality of service in call cen- ters; based on the performance data actually collected in call centers of a large insurance company. We also applied the apriori association rule mining algorithm to find interesting features among the vari- ables. We first compared the performance of models built using the above-mentioned techniques and then we analyzed the characteristics of the input sensitivity in order to better understand the relationship between the performance eva