QUALITY ASSESSMENT OF THE CONTACT CENTER WHILE IMPLEMENTATION THE IP IVR SYSTEM BY USING TELETRAFFIC THEORY

Chezhimbayeva K. Konyrova M. Kumyzbayeva S. Kadylbekkyzy E.
2021 Technology Center

Eastern-European Journal of Enterprise Technologies
2021 #6 Issue 3(114)64 - 71 pp.

The paper considers the form of taking into account the specialization of information needs. An analysis of the work of modern call centers has been carried out. The authors noted the effectiveness of using IVR devices, operators, and consultants for differentiated customer service and the need to take feedback into account when forming the revenue stream of applications. The models make it possible to determine the leading indicators of the quality of service for applications arriving at the call center. Formal expressions for descriptions are derived from the input parameters values and the models stationary probability. The relationships between the characteristics of the call center that regulate the intensity of incoming and outgoing calls, call processing through 3CXPhone, corporate mail, and social networks were obtained using Global Statistic. The developed methodology for organizing information and reference systems makes it possible to consider modern trends in the development of call centers. The paper presents the results of research using the IP IVR system. The results of calculating service characteristics are given for two different types of calls with mixed order (Formula presented)) = (0.5; 0.7; 0.9). The presented results were obtained by using experimental data of the JSC Kazakhtelecoms call center. For the calculations, the authors used the formulas of the teletraffic theory for a mixed service system. It also assesses the extent of combined service model effects for the contact centers call quality. It is shown that the probability of lost calls depends on the incoming load. The obtained results show that the mixed order for incoming calls servicing affects the probability of service failure

call probability , communication systems , Interactive Voice Response - IVR , queueing theory , service quality , teletraffic theory

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Department of Telecommunications and Innovative Technologies, Almaty University of Power Engineering and Telecommunications, named after Gumarbek Daukeyev Baytursynuli str. 126/1, Almaty, 050013, Kazakhstan

Department of Telecommunications and Innovative Technologies

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