Dissertation > Industrial Technology > Radio electronics, telecommunications technology > Radio electronics applications

The Research and Impovement of Predictive Dialing System

Author GeZuo
Tutor ZhanShuBo
School Beijing University of Posts and Telecommunications
Course Computer Science and Technology
Keywords predictive dialing call center outbound dialingalgorithm agent
Type Master's thesis
Year 2013
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Call center, as well known as customer service center, is an important contact bridge between companies and their customers. Modern call center has not only simplely handled the customer phone inquiries, dealt with the complaints and issues, but also provided passive and active service to potential customers, in order to become a unit center including marketing, customer service and business management. Nowadays, more and more companies have realized the importance of the call centers and used it as an efficient way to improve customer satisfaction and expand their customer range.During the development process of outbound dialing, not all of the outcalls can reach their customers successfully. One reason is because the dialed number is invalid, the other reason is what the call center calls is a valid number but with no one answering. Both of these situations can cause the agents wasting a long time. Therefore, how to improve the outbound efficiency and take a good advantage of outbound data effectively has become an important research. The predictive outbound dialing system is a good way to solve this problem, which is built based on the existing call center technology. The key technology of predictive dialing system is the advanced predictive dialing algorithm and the rate of the customer response recognition. Predictive dialing algorithm is the core of the predictive dialing system. An automatic predictive dialing algorithm with a reasonable loss control can improve the agent efficiency greatly.First of all, with an in-depth research and analysis of the predictive dialing system, we give the design solution of predictive dialing system, and than simulizes and builds the system. This system can simulize the customers behavior almost100%, which plays a big role in the success of the improvement of the predictive dialing algorithm.Next, the paper analyzes predictive dialing algorithm deeply and then proposes a new idea of the outbound strategy. The improved algorithm has been implemented successfully.Furthermore, we had a detailed test of the improved predictive dialing system including the effectiveness and stability test of the algorithm, so as to achieve the purpose of the improvement of predictive dialing system.Finally, the paper summarizes the development work and experience for this research and improvement of predictive dialing system. Further recommendations and outlook for the system is given.

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