Call Center Data Mining

In the information age,the call center has been widely used in the public security,telecommunications,banking,insurance and other industries to build a bridge of communication with users through the call in and out.The operation and management of call center itself is the process of data management,including various operation reports,overall operation results,CSR behaviors and behaviors.With the rapid development in China,the management is increasingly refined and digitized.Having massive customer information is the main feature of call center.How to effectively analyze users' demands,trends and dynamics through data.Based on this,this paper adopts big data method to mine and analyze customer information.Big data method is not only to the preservation of huge amounts of information,more is to use intelligent methods to dig deep information,find the potential market value,using the data mining technology,from the classic theme classification and clustering,the method of database(for example,the association rules and data cube)is analyzed,such as mining,improve the efficiency of call center,at the same time,increase customer satisfaction.Data analysis platform is established based on user phone and big data technology,data pool of system data and voice data is collected,and modeling analysis is conducted according to management requirements,such as in-depth mining of user data,insight of user behavior pattern,prediction of external call prediction model and so on.Through closed-loop research such as modeling,validation of data effectiveness and demonstration of results,it can provide customized query,business analysis,indicator monitoring,and even key user list and features,and become the basic tool for call center management decisions.This paper further improves the application of data mining in call center on the basis of reading a large number of domestic and foreign literatures and combining the previous research results.Firstly,the principle of the data mining algorithm is introduced,and then,on the basis of summarizing the application studies at home and abroad,k-means clustering algorithm is used to design the call center data mining system.Finally,an effective analysis and data mining was carried out by taking the external call marketing contract as an example through the employee's on-duty time and amount of handling,so as to find out the management strategy with higher success rate.