Telecommunication Case Modelling – Call Center
C.Chudzian, J.Granat, W.Traczyk
Decision Support Systems Laboratory
National Institute of Telecommunications
The goal
Selecting prospective clients for targeting a
marketing campaign based on the existing data
(call center data, billing data and others).
Model of the call center
L i s t o f t h e c l i e n t s
C a l l c e n t e r
O u t g o i n g s c r i p t
I n c o m i n g s c r i p t
D a t a b a s e Clients
R e p o r t s
The data is distributed
Call center Switch
Target group of clients
Analysis
Process of building a table for data mining
B i l l i n g
S e r v i c e d a t a C l i e n t
data S S 7
C a l l C e n t e r
N e w a t t r i b u t e s
D a t a a g g r e g a t i o n
S y n c h r o n i z a t i o n i n t i m e
D a t a m i n i n g table N e w
a t t r i b u t e s
D a t a a g g r e g a t i o n
N e w a t t r i b u t e s
D a t a a g g r e g a t i o n
Billing
Call Center
Classification of clients
Switch data
No
List of clients
YES
SAS Enterprise Miner
MiningMart requirements
Data source
Concept Operator Concept Operator Concept
data prepared for mining
Column set
Table View
Relational data model Column set
Table View
Relational data model
Column set
Table View
Relational data model
Data prepared for
The set of operators
Client Call class
Time ...
CDR
A1 A2 ...
Client
Client Features III Client Features II
Preprocessing (part I)
Process details for all clients
UnSegment
Process details for a client
SpecifiedStatistics
Segmentation
Features (I,II,III) for all clients
Client Features I
RowSelectionByQuery SpecifiedStatistics
TimeIntervalManualDiscretization RowSelectionByQuery
SpecifiedStatistics
UnSegment UnSegment
JoinByKey
Features I for all clients Features II for all clients Features III for all clients
Preprocessing (part II)
Features(I,II,III) for all clients
GenericFeatureConstruction All features for all clients
Call Center Data
Service users
UnionByKey Service info
GenericFeatureConstruction
Service info (switch prefered)
UnionByKey
Mining Concept
