Analysis of call-center operational data using role hierarchy miner

Abstract

The main objective of this research is to analyze information of customer contact made to a call center section of a telecommunication company in Thailand. Using role hierarchy mining approach (as process mining technique) enabled us to focus on the hierarchical perspectives of the collected event log with respect to the functional relationships amongst the originators (i.e., the administrators and operators who were in charge of handling incoming calls made from customers/clients). Following a role hierarchy approach, we could better track and trace the interactions made between different personnel/administrators in a functional organizational structure from top to down. One of the main advantages of the proposed approach was the ability to detect and identify potential discrepancies and outbreaks made against the rules and responsibilities previously defined by the top management and human resource staff. Accordingly, the results of the study can help the telecommunication companies to improve their call center (customer service) section in such a way to result in more customer/client satisfaction toward the quality of service on work. Therefore, applying a role hierarchy mining approach will eventually lead to improving the performance of the handling calls made to the callcenter section, in a more efficient, effective and timely manner.