Journal of Applied Sciences ›› 2016, Vol. 34 ›› Issue (6): 743-753.doi: 10.3969/j.issn.0255-8297.2016.06.010

• Computer Science and Applications • Previous Articles     Next Articles

Detection and Analysis of Abnormal Service Satisfaction in Contact Center

LI Jun-xiang, WAN Zheng-tong   

  1. Business School, Shanghai University of Science and Technology, Shanghai 200093, China
  • Received:2015-03-30 Revised:2016-02-24 Online:2016-11-30 Published:2016-11-30

Abstract:

To ensure service quality of a contact center, an integrated model of statistical process control and fuzzy diagnosis is built for improvement. An identical-different-opposite evaluation model with an analytic hierarchy process is used to calculate overall customer satisfaction. A Shewhart control chart is used to discover abnormality in the contact center. Causes of abnormalities in the contact center are analyzed and identified with fuzzy diagnosis. It is found that one of the causes was regional promotion activity held on that day, which has been confirmed by checking the actual arrangement of the contact center in their serve area. The limited agents were unable to meet the suddenly increasing service demand. It is concluded that the model can find abnormalities and the reasons. The method is useful for improving service quality of contact centers and other fields.

Key words: service satisfaction, statistical process control, contact center, fuzzy diagnosis

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