Document Type
Article
Publication Date
January 2012
Abstract
This paper proposes an operational business intelligence system to help achieve operational excellence in insurance call centers. We apply a decision tree based solution to collected data using a sliding window approach. Our solution provides two distinct advantages to call center managers. First, the decision trees allow managers to recognize key factors and the role they play in determining service levels. Second, our sliding window approach allows managers to see the effects on service levels of resource reallocation. Collected data from a large U.S. insurance company is analyzed. Initial results provide good insight into factors affecting this firm’s call center service levels.
Recommended Citation
Kyper, Eric; Douglas, Michael; and Blake, Roger, "Using Business Intelligence for Operational Decision-Making in Call Centers" (2012). Management Science and Information Systems Faculty Publication Series. 50.
https://scholarworks.umb.edu/msis_faculty_pubs/50