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Simplified Customer Segmentation Applied to an Outbound Contact Center Dialer

Authors:
Telmo Ricardo Lopes Alberto
Pedro Mendes da Silva

Keywords: contact center; customer segmentation; dialer; near real-time business intelligence; business applications.

Abstract:
Contact centers are a critical link between companies and their customers. In this context, outbound dialing represents a major business area for many companies, as they often need to reach a very large number of customers by phone or other media. In this scenario, it becomes a necessity to prioritize which customers should be contacted first, probably according to their expected business value. In this paper, we will keep our focus on customer segmentation for an outbound contact center dialer. This implies targeting different sets of customers (customer segments), with distinct priorities and staff for each segment, while taking into account all the business objectives. Our proposal is based on extending our existing outbound contact center management system to provide support for simplified customer segmentation in the context of outbound dialing. This system provides an interactive interface for handling typical contact center business requirements. Our main focus is enhancing the system’s user experience, so that it allows the user to manage customer segments and dialing effectively, by using schedules,key performance indicators, multidimensional statistics, business segment prioritization, customer contact prioritization, and staffing management. Ultimately, we have shown how it was possible to enhance an outbound dialer with customer segmentation concepts, focusing on schedules, KPIs, multi-dimensional statistics, business segment and customer contact prioritization by business value, and staffing. Users of the new module find that their staff productivity and responsiveness to events regarding contact list quality has improved dramatically.

Pages: 83 to 88

Copyright: Copyright (c) IARIA, 2014

Publication date: March 23, 2014

Published in: conference

ISSN: 2308-4138

ISBN: 978-1-61208-325-4

Location: Barcelona, Spain

Dates: from March 23, 2014 to March 27, 2014