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Enhancing the caller-agent relationship for skill-based routing in call centres

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dc.contributor.advisor Dr. Vatcharaporn Esichaikul (Chairperson) en_US
dc.contributor.advisor Dr. Donyaprueth Krairit (Member) en_US
dc.contributor.advisor Dr. Paul Janecek (Member) en_US
dc.contributor.author Siddharth Arnab Sarkar en_US
dc.date.accessioned 2015-01-12T10:43:24Z
dc.date.available 2015-01-12T10:43:24Z
dc.date.issued 2007 en_US
dc.identifier.other AIT RSPR no.IM-07-05 en_US
dc.identifier.uri http://www.cs.ait.ac.th/xmlui/handle/123456789/456
dc.description 72 p. en_US
dc.description.abstract In this world of information overload, the best practice to gain information to a level of knowledge is to extract what is required and eliminate what is not. This idea can be applied to any domain where “association” takes place. Association has a vast range, ranging from the one between sub-atomic particles, to one between human and material and human-human relationship is no exception. This association model can be used to identify “like” unseen associations. When an online shop can recommend its user what to buy, when a TV can recommend what to watch, why cannot a call centre recommend its user (caller), with whom (call centre agent) to speak to? After all it lies within the domain of “association”. It is clearly visible in the call centre domain, that the agent’s skills are rated by the manager’s perception rather than the caller’s; this is contrary to the customer centric philosophy of a call centre and is the root cause of all the dysfunctions. For e.g. a caller calls the call centre, and the call lands on an inefficient agent’s desk (Why? because manager assigns agent to this type of service), after talking for ten minutes the issue is not resolved and he is transferred to another department where he faces the same situation, and he decides to abandon the call centre, at extreme the enterprise. And there should be a way not to be a victim of this situation. In this research, we reference to the World Wide Web, which uses collaborative filtering techniques to provide recommendation to its users. Applying the same technique in the call centre domain, required historical data is extracted from the real-time telephony database and filtered to create an implicit profile which contains the details of each and every interaction between a caller and an agent. The profile is based on previous interactions and used to recommend the present caller. A new caller cannot be recommended; instead his call is routed within the service level boundaries of skill-based routing, but the interactions are recorded in order to provide future recommendations. Thus, this system is a top-over on an existing skill-based routing, in other words, personalised skill-based routing. en_US
dc.description.sponsorship AIT-Fellowship en_US
dc.language.iso en en_US
dc.publisher Asian Institute of Technology en_US
dc.relation.ispartofseries AIT Publications; en_US
dc.subject Skill-Based Routing en_US
dc.subject Datamining en_US
dc.subject Collaborative Filtering en_US
dc.subject Clustering en_US
dc.title Enhancing the caller-agent relationship for skill-based routing in call centres en_US
dc.type Research Report en_US


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