Analysis of customer behavior in a call center using fuzzy miner

Abstract

The main objective of this research is to investigate and analyze customer behavior in call center of a telecommunication company. In order to find the purpose of their contact, we applied Fuzzy mining algorithm (supported by ProM 5.2 and Disco Fluxicon) on event log of stored and collected from the call center database. Using these techniques enables us to better track and trace the number of times each section/segment has received calls from customers in total (with respect to frequency of the contacts made via the call center). Also, we could better follow up the steps undertaken dealing with the calls made to communicate company with respect to topic and type of the problems, complaints, services and so on. One of the main advantages of Fuzzy mining techniques is the ability to deal with the concurrent activities (i.e., loops) in a more sophisticated approach compared with other knowledge discovery model such as Alpha or Heuristic mining. Considering the results of the study, administrators and operators of the telecommunication companies can better handle the inbound calls leading to better performance, efficiency, and customer satisfaction.