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Paper Abstract and Keywords
Presentation 2008-03-07 14:00
A Call Center Assessment System Using Recorded Voice Calls
Sachiko Onodera, Hideki Yamanaka, Isao Namba (Fujitsu Labs,) OIS2007-99
Abstract (in Japanese) (See Japanese page) 
(in English) As the call center outsourcing business expands, outsourcers are facing the difficulty and the large cost of analyzing the current state of a call center because they become to target even call centers with no reception (incident) records. So, we have developed a call center assessment system automating the analysis from the recorded voice calls for understanding how well the call center works quantitatively and how much improvement to be anticipated by simulation. As a result it enables us to present a concrete proposal based on scientific grounds in a short term for call centers without reception records.
Keyword (in Japanese) (See Japanese page) 
(in English) Call Center / Recorded Voice Call / Outsourcing / Assessment / Operations Analysis / / /  
Reference Info. IEICE Tech. Rep., vol. 107, March 2008.
Paper #  
Date of Issue 2008-02-29 (OIS) 
ISSN Print edition: ISSN 0913-5685    Online edition: ISSN 2432-6380
All rights are reserved and no part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. Notwithstanding, instructors are permitted to photocopy isolated articles for noncommercial classroom use without fee. (License No.: 10GA0019/12GB0052/13GB0056/17GB0034/18GB0034)
Download PDF OIS2007-99

Conference Information
Committee LOIS  
Conference Date 2008-03-07 - 2008-03-07 
Place (in Japanese) (See Japanese page) 
Place (in English) Kikai-Shinko-Kaikan Bldg.(pending) 
Topics (in Japanese) (See Japanese page) 
Topics (in English) Office Information system, Web system, etc. 
Paper Information
Registration To LOIS 
Conference Code 2008-03-OIS 
Language Japanese 
Title (in Japanese) (See Japanese page) 
Sub Title (in Japanese) (See Japanese page) 
Title (in English) A Call Center Assessment System Using Recorded Voice Calls 
Sub Title (in English)  
Keyword(1) Call Center  
Keyword(2) Recorded Voice Call  
Keyword(3) Outsourcing  
Keyword(4) Assessment  
Keyword(5) Operations Analysis  
1st Author's Name Sachiko Onodera  
1st Author's Affiliation Fujitsu Laboratories (Fujitsu Labs,)
2nd Author's Name Hideki Yamanaka  
2nd Author's Affiliation Fujitsu Laboratories (Fujitsu Labs,)
3rd Author's Name Isao Namba  
3rd Author's Affiliation Fujitsu Laboratories (Fujitsu Labs,)
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Speaker Author-1 
Date Time 2008-03-07 14:00:00 
Presentation Time 30 minutes 
Registration for LOIS 
Paper # OIS2007-99 
Volume (vol) vol.107 
Number (no) no.535 
Page pp.11-16 
Date of Issue 2008-02-29 (OIS) 

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