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Research on Data Mining Technology and Its Implementation in the Customer Service Management System of Telecoms

Author: LiuZhiChao
Tutor: WangLei; XiaWei
School: Hunan University
Course: Software Engineering
Keywords: data mining frequent pattern customer service system
CLC: TP311.13
Type: Master's thesis
Year: 2010
Downloads: 22
Quote: 0
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Abstract


With the accelerated pace of China’s accession to WTO and the deepening of telecom reform, from telecommunications services, content, services, service mode, clients, service quality, service awareness and management to the operating modes, will be a historic and profound change. Traditional counter-style customer service model has become obsolete, computer technology, especially the development of network technology, allows the user to provide Internet, telephone, FAX, site service means a variety of services, a comprehensive solution possible. Means to cover these services before, during and after sales service process and service system, in service mode to change from passive to active, truly embodies the "create demand","consumer guide" the modern concept of customer service. With the constant improvement of China Unicom network, the current major operation in Hunan Unicom mobile communications, data communications, fixed telecommunications and value-added services.To ensure the quality of related services to upgrade, Hunan Unicom is ready to transform customer service system, based on the original amount of artificial seats needed to reach500, the external relay sold-out1800Road,1260Road, IVR, to sold-out of existing customers. At the same time transformation of the department related functions.Call center operations for the entire company has a very important significance. Direct contact with customers, understand customer needs and opinions, which are the basis for companies to improve services where. It is understood that China Unicorn’s customer service center has also established a national reporting system and analysis system, statistical data to develop strategies for the company’s decision-making reference.Another important trend is the call center is gradually from a simple set of services to a service center and marketing center for the whole of the pluralistic. China Unicom in the service specification on the representative agent explicitly encouraged to serve customers in the process, by understanding customer’s Xiaofeitezheng, mining customer data and Xu Qiu, in solving problems while Duoyue sentence, Jiang Shi Ge customer consumption characteristics products targeted to the client in ensuring that customers experience satisfaction with the premise, to promote or stimulate customers to buy the products.In this paper, research customer service management system to achieve transformation and data mining in Hunan Unicom Call Center application, completed for the following aspects of work:First of all, customer service system on the current shortage of Hunan Unicom overview and analysis.Second, the data mining technology for the research and analysis, a sluggish start based on frequent pattern mining algorithm, and based on the algorithm proposed a new telecommunications business customers Liu Shi warning Moxing.Finally, based on the proposed new telecommunications companies churn prediction model, design and implement customer service management system改造from very requirement analysis, system architecture, module division to the concrete realization of the entire process.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Programming > Database theory and systems
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