What type of models, analytics, data science is used by call center companies where the large number of calls are made everyday.
Does it involves audio analytics or speech to text conversion and then analyze? which approach is better, any pros and cons for it?
Any suggestion, discussion or reply is appreciated. Thanks in advance!
Hi Mayur, here is an article that might serve as a starting point:
https://www.iro.umontreal.ca/~lecuyer/myftp/papers/input1.pdf
All the queries that a customer asks a call center gets recorded for quality and training purposes. However, not much of an analysis has been done with this huge pile of unstructured data, which is a major reason driving the need for big data analytics in call center scenario as companies have realized that these recordings can be used effectively. Natural language processing (NLP) directs customers’ calls to the respective department when a particular word or phrase are said in an order. With advancement in NLP systems and intervention of big data analytics, brands can improve customer service and operational efficiency for call center operations.
Big data analytics help call centers improve customer journey and offer customized solutions to the clients. A detailed analysis of the collated data helps understand customers’ needs and learn the patterns in their query behavior. Quantzig’sbig data analytics designs queuing and regression algorithms to estimate arrival rate and service times for inbound calls to improve service levels during peak hours. We also use predictive analytics to identify and improve important services that were negatively affected due to longer waiting times.
Hi Mayur, here is an article that might serve as a starting point:
https://www.iro.umontreal.ca/~lecuyer/myftp/papers/input1.pdf
Not much. Partly because call centres are often outsourced contracted services. So they do exactly what is in the contract anyway. It also depends on the language. In case of English there is sometimes some speech analysis but in case of other languages there are few tools as well.
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