Analysis of handover of work in call center using social network process mining technique

Abstract

This article investigates and analyzes the Handover of Work in a call center data previously collected from a telecommunication company in Thailand. The main objective of the study is to find the relationship values of the handover of work amongst the call center personnel in order to improve the efficiency of the handling with customers' receiving calls in total. To do this, we visualized the stored data based on the social network graphs with respect to handover of work metric. The main idea was to count the total number of times department J(in charge of specific received calls) performed an activity inbetween two activities performed by department I in such a way to indicate that work was subcontracted from department in to department J. Following the above-mentioned approach enabled us to easily and quickly track and trace the different departments (as well as the human resources dealing with the incoming calls) to attend and address the customers' receiving call in a more efficient, effective and timely manner.