Analysis And Research Of Call Center Based On Data Mining

With the tri-networks integration, a lot of Internet information data generatedform maturity and popularity network technology has gradually been concerned. Thetremendous value inherent in the massive information data has also gotten more andmore attention, so data mining, as an important means to solve the massive dateconversion has become the most popular research field. Acquisition hiddeninformation from the enormous, complex data is the data mining techniques, such ascustomer classification, clustering, identification fraud, and tap potential customers,etc. It is mostly used in the retail, financial services, health care institutions,government agencies, corporate finance and other fields. However, the vast amountsof information data can demonstrate great commercial activity information as well asbring a series of challenges:1.The amount of information data is too large to useeffectively;2.It is hard to distinguish the authenticity of the information, because theInternet data is too open;3.The manifestation of information is inconsistent, whichmakes it difficult to be uniformly processed. It is the above challenges that drive theinnovation and improvement of data mining techniques.Call Center in China originated in the1980s and became the most directcommunication channel between enterprises and customers. With the rapiddevelopment of the market economy, the data of call center has also beenincreasingly complex and enormous. But the survey suggests that most enterprisesjust do a simple backup and storage of the date, ignoring the hidden customer value,without any effective development and utilization of the data. Faced withincreasingly fierce market competition, how to use these data to dig target customersof high quality, to refine classification of customers, to formulate precise marketingstrategy and to enhance the core competitiveness, has become the top urgency for theenterprises to provide effective support for management decision making. Based on a lot of readings of domestic&foreign literature, enterprise instanceinvestigations, and combined with previous research, this paper puts forwardinnovative ideas of making use of data mining techniques in the call center field.Firstly, it introduces the principle of commonly used data mining algorithms, anddescribes and illustrates how to develop data mining tools in call center applications.Then, based on the summary of data mining application research at home and broad,and according to the K-means clustering algorithm which is improved byamalgamation of call center data characteristics, we designed data mining softwarethat can meet the characteristics of the call center business. Finally, we take theexample of mobile marketing call center to conduct an effective and accurate dataanalysis through software, take customs’ data service as the object to mining data,and find out possible high-value customer information.