Performance analysis of a bank call canter customer service using Fuzzy Miner technique

Abstract

This research applies a process mining process discovery algorithm called Fuzzy Miner on a data previously collected from customers of call center of a bank in Thailand. The main purpose of applying this technique is to know what procedures in the customer service campaign are interrelated with each other and what the existing (potential) problems are in the developed system. Accordingly, the proposed technique enabled us to detect and reveal the potential bottlenecks of the call center service process as well as the identification of the correlation between the tasks and activities. The results of the study can be used to improve the quality of the offered service making the bank possible to better deal with the income complaints, problems and suggestions leading to increased customer satisfaction and added value.