The Research And Application Of Customer Behavior In The IVR Of A Call Center

IVR system,as the principle routine,has always provided services for customers.It is essential for managers and scholars to study the customer behavior in the IVR and its applications are crucial to call centers.This thesis is intended to analyze the data recorded by IVR system and to explore the characteristic of customer behavior.According to the quantitative method,data analysis was used to study the arrival behavior,agent service,abandonment behavior,retrial behavior,re-listening behavior and surfing behavior.Then,qualitative methods,semi-structure interviewing and questionnaire were applied to investigate,classify and conclude the three factors that resulted in these behavior.By using the optimization theory,the IVR system was optimized on the basis of results mentioned above.Except this,prediction of arrival counts and agent service is crucial to CSR in the call center.Eventually,probability priority algorithm was used to optimize IVR system.Then,customer flow was distributed by optimized IVR system and little opt to agent service.Meanwhile,reasonable CSR arrangement makes agent provide more efficiency service.Thus,these two routines could lead to the cost reduction of human resources and the revenue improved.