A web-based system for analyzing the voices of call center customers in the service industry

Sung Min Bae, Sung Ho Ha, Sang Chan Park

Research output: Contribution to journalArticlepeer-review

36 Scopus citations

Abstract

We developed a Web-based system for analyzing the voices of call center customers of a life insurance company, so that it would help decision makers understand customer needs better and it would help them make consistent decisions regarding customer support. It used conventional statistical and data mining techniques to identify customer voice patterns. To demonstrate results, we gathered actual customer complaints from the service operation of a target company. Using this data, the system pinpointed problematic areas where complaints happened (one-dimensional analysis), the relationship among problems (two-dimensional analysis), and the root cause of problems (Failure Mode and Effects Analysis).

Original languageEnglish
Pages (from-to)29-41
Number of pages13
JournalExpert Systems with Applications
Volume28
Issue number1
DOIs
StatePublished - Jan 2005

Keywords

  • Call center
  • Customer relationship management
  • Data mining
  • Life insurance
  • Voice of customer

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