A study to investigate time durations of a call center customer service using transition systems

This research study applied process mining transition systems and regions technique in order to better discover, investigate and analyze the customer service procedures of a Call Center in a bank regarding credit card problems, issues, inquiries and etc. Using the appropriate algorithm via ProM process mining tool enabled us to simulate and generate the resulting graphs in terms of Transition System models. Moreover, using the Disco Fluxicon process mining platform made possible having a look at the collected event logs from different perspectives and dimensions including the standard deviation analysis and investigation of the frequency of data at each stage and so on. The approach applied in this study and the proposed techniques can provide groundwork for future and further studies in different situations and scenarios. Accordingly, the findings of the study helped the administrators and managers of the call center company to improve and enhance the quality of their service with respect to bank credit service as well as being able to better benchmark and detect the potential or existing problems, discrepancies and noises within the available system.