The Research Of Customer Satisfaction For Call Center In The Telecom Based On Data Mining

With the development of telecom, the Call Center, as a very important external window of the telecom, is playing an increasing role in dealing with daily business. The service quality of Call Center impacts on the customer satisfaction directly, while the customer satisfaction affects their loyalty to the enterprises and the brand of enterprises to a great extent. Thus, the research of customer satisfaction for the Call Center is of great significance.This thesis was based on a telecom research project directed by my supervisor, in which I took the role of a project manager who executed the whole project, and had collected a large amount of data from it.The Customer Satisfaction Theory introduced by this thesis refers to the customers' performance of their satisfaction to CS Center in the process of feeling service quality .The main method used by this thesis is to make reference to CRISP-DM data mining methodology and use Clementine data mining tools to analyze the data. The factors, of service quality affecting Customer Satisfaction are analyzed, and the data sources and the properties of variables are introduced, etc. Then the properties and preparation of collected data are detailed analyzed, and a simple descriptive analysis of the data is given.Based on the front analysis, a neural network prediction model is established in chapter V, which provides a prediction model with the accuracy up to 95.299% through training and assessment. Customer Satisfaction of all the samples are predicted with the model, then the Customer Satisfaction of Call Center can be calculated and the influence degree that service quality factors impacting on customer satisfaction is. qualitatively analyzed.Based on the analysis in the previous chapter, a C5.0 decision tree model is established in chapter VI. In the model, the output variable is the Customer Satisfaction which predicted in the preceding chapter, and its input variables are the main factors of service quality. The rule description and the extraction of regulation trees can be got from the decision tree model. And thus, a conclusion that differentcustomer satisfaction come out with different values of service quality factors isachieved.By using Data Mining tools and models, the influence that service quality factorsimpacting on customer satisfaction is analyzed quantitatively and qualitatively in thisthesis, which is of referenced and guiding significance for improving the servicequality and Customer Satisfaction for Call Center.