Data Mining Application in Inbound Call Center

Abstract

The purpose of this paper is to apply data mining method for the inbound call center optimization. Data mining analysis is come to be used in order to predict the degree of difficulty on the consultation. It is the method of maximal efficiency for the call center that uses of the predicted degree of difficulty and customer grade as routing which hits to the skill of the consultation unit. This method is to get the possibility of efficiency for the call center with the maximum efficiency.

Keywords

• 데이터마이닝;
• 상담난이도;
• 콜센터;