Intelligent decision making and planning for call center

The call centers could be broadly categorized in two types: Inbound and Outbound. In an Inbound call center, the focus is always on multiple factors, such as customer satisfaction and customer retention. However, in outbound call centers, the only focus is on revenue generation by making sales and conducting successful surveys. The main challenge in all outbound call centers is to increase the revenue without increasing the expenses. The management of the call centers has used various techniques to make their Customer Service Representatives (CSRs) perfect sellers. For outbound call centers, we do not find the same level of research and systems, like the ones available for inbound call centers. Several intelligent systems have been developed for inbound call centers, which operate based on the history of their customers, maintained in their data repository. It has been observed that such systems lack a thorough analysis of the dialing data. In this paper, we use the dialing data intelligently (besides CRS's performance), after analyzing it statistically and by using different data mining techniques. We implemented the concept of 3R (Right Data to the Right CSR at the Right Time). Our work helped us to increase the number of sales (revenue) besides decreasing the expenses, by smart utilization of data and the workforce.