Data analysis and optimized implementation of call center prediction outside call algorithms

Abstract

With the increasing outgoing business volume of call center system, reducing waiting time and improving outgoing call efficiency have become the research focus of outgoing call center. The average idle time distribution of existing outgoing call algorithms in call centers is unstable and the call loss is high. According to the distribution of call length, the mathematical expectation of the number of call end is obtained; the probability of different call end is calculated, and the outgoing call speed is adjusted in time. The predictive out call algorithm is analyzed and optimized. After optimization, the distribution of average idle time is more stable, and the call loss rate is effectively reduced, which is basically controlled within 2%. The proposed algorithm only depends on the average ringing time, which increases the reliability of the algorithm adjustment. The proposed algorithm adjusts the outgoing call speed in time, and the average idle time is more stable. It effectively reduces the outgoing call loss and improves the outgoing call efficiency.