Examinando por Materia "Contact center"
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Publicación Análisis y predicción de recontactos en un contact center(Universidad EAFIT, 2021) Velásquez Gaviria, Diana Catalina; Quintero Montoya, Olga LucíaThe main purpose of this work is to solve in a methodical and formal way, making use of ma- chine learning models, a real problem of the productive sector that allows in addition to adding value for decision making, to provide a methodology and a compact, simple and reliable model that can be deployed and put into production in the technological platform that supports the call handling of a contact center so that benefits can be generated in the provision of the service for different sectors, generating efficiencies in the use of the channel and maximizing the customer experience in the attention of their requirements. To achieve this purpose, an airline dataset was taken containing the detail of all historical calls made by customers to a contact center during a period of 7 months (February to August 2019) and information associated with the performance of the agents handling those calls in order to predict whether users will generate at least one recontact to the contact center for the attention of their requirements before three days with respect to their initial contact. The methodology used was focused on making an ap- propriate selection of features and choosing a machine learning model that generates optimal results and enables an easy implementation allowing to identify in real time those customers with high probabilities of recontacting so that a strategy can be developed with them to impro- ve their experience. It was found that with 7 variables associated with the historical behavior of customers in the use of the channel such as frequency of calls (amount), average duration, number of agents who have served the customer (agents), time elapsed between first and last call (validity), number of days per month in which calls are made (AverageDaysInMonth), ave- rage number of calls per day (Average-Day) and time elapsed since the customer’s last call to the cut-off date of the analysis (Recency), it is possible to predict with a simple model and with very good results (AUC=88.9 %) whether a customer will call the contact center again.Publicación Marco metodológico y plan de implementación del proceso de contact center para la empresa Droguerías UNO-A(Universidad EAFIT, 2020) González Villegas, Julio César; Jaramillo Ramírez, Carlos Miguel; Giraldo Hernández, Gina María; Velásquez Cuartas, John OrlandoThis degree work develops a methodological framework for the implementation of a contact center process at Droguerías UNO-A. Initially, the current diagnosis of the company is carried out in the customer service process and the identification of the needs posed by the current trade of the sector dedicated to the marketing of health and beauty products, and of the consumer consumption trends. Once this information has been referenced through questionnaires, talks and interviews with some leaders of the sector, and has been supported in a frame of reference for the implementation of a contact center process, the methodological framework is developed to solve the problems that arise in organizations when addressing this type of initiatives. With this information, the company is suggested a plan that makes the process of implementing a customer service model based on contact center efficient.