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 |
Copyright and reproduction |
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 |
Keyword(6) |
|
Keyword(7) |
|
Keyword(8) |
|
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,) |
4th Author's Name |
|
4th Author's Affiliation |
() |
5th Author's Name |
|
5th Author's Affiliation |
() |
6th Author's Name |
|
6th Author's Affiliation |
() |
7th Author's Name |
|
7th Author's Affiliation |
() |
8th Author's Name |
|
8th Author's Affiliation |
() |
9th Author's Name |
|
9th Author's Affiliation |
() |
10th Author's Name |
|
10th Author's Affiliation |
() |
11th Author's Name |
|
11th Author's Affiliation |
() |
12th Author's Name |
|
12th Author's Affiliation |
() |
13th Author's Name |
|
13th Author's Affiliation |
() |
14th Author's Name |
|
14th Author's Affiliation |
() |
15th Author's Name |
|
15th Author's Affiliation |
() |
16th Author's Name |
|
16th Author's Affiliation |
() |
17th Author's Name |
|
17th Author's Affiliation |
() |
18th Author's Name |
|
18th Author's Affiliation |
() |
19th Author's Name |
|
19th Author's Affiliation |
() |
20th Author's Name |
|
20th Author's Affiliation |
() |
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 |
#Pages |
6 |
Date of Issue |
2008-02-29 (OIS) |
|