Data Classification Method for Creating Call Center Manual
Lin Zhang, Lee Sung Pil · Archives of Design Research · 2010
One function of call center in the enterprise is to meet the demand through collecting and solving dissatisfied matters from physically and sensibility. The dissatisfied matters here received by call center will be used for products improvement and development. But now the information received from customers in call center could not be interchanged effectively to Product Development Department and R&D center. The call center is the window for mutual exchanging opinions between and customers. At the same time, call center also has the function about introducing the enterprises important information and new products. The purpose of this research is to proposing a new method for solving basic problems existed in the information analysis and exchanging process between call center and R&D center. The concrete method of collecting data is: 1st, Analyzed the problems existed in basic Customer Coping Style, choosing Mobile as the example. The research focused on FAQ problems existed in 2nd Class Information(Web base Information),basing on collecting 1st Class Information(Focus on Group Info, Phone call Info).2nd, Research on the questions types customers always asked online, why these questions always be asked, and the fundamental problems existed in Customer Coping Style now. The conclusion of research is proposing new Customer Coping Style Model based on recognizing the limitation of FAQ in Web base Information, and proved superiority through comparison with the original method. The applied method is KJ method, Tree Type Chart and Quantitative Method Three.