Optimization of operational costs of Call centers employing classification techniques

• Autor(a) principal: Moura, Amanda Ferreira de
• Data de Publicação: 2020
• Outros Autores: Pinho, Cíntia Maria de Araújo, Napolitano, Domingos Márcio Rodrigues, Martins, Fellipe Silva, Fornari Junior, João Carlos Franco de Barros
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Research, Society and Development
• Texto Completo: https://rsdjournal.org/index.php/rsd/article/view/10491
• topic: Call center; Machine learning; Supervised models; Classification and predictive model.; Call center; Machine learning; Modelos supervisados; Clasificación y modelo predictivo.; Call center; Aprendizado de máquina; Modelos supervisionados; Classificação e modelo preditivo.

The provision of credit to customers of banking chains through call center services has always been one of the resources that generate significant income for financial institutions, however, the service offers a cost, which is often above desirable to guarantee profitable contracting to Bank. Based on this, this work aims to evaluate the optimization of operational costs of call center, using classification techniques, through experimentation of supervised machine learning techniques to perform the classification task, in order to generate a predictive model, which offers a better performance in the operation of offering bank credit, to carry out an effective and productive action, conceiving greater savings for the company in identifying the public with greater adherence. For this, a database comprising 11,162 call records made from a bank offering its customers a letter of credit was employed. The results showed value correlations between variables, such as duration of the call, marital status, education level and even recurrence in adhering to subscribers' credit agreements. Through the application of the PCA to reduce dimensionality and classification models, such as AdaBoost, Gradient Boosting, SVM RBF, Naive Bayes, Random Forest, it was possible to perceive the consumer profile with good acquiescence for the investment proposal and a group of people with a high probability of not adhering to the letter of credit, so it was possible to outline an action directed to the public predisposed to the offer, minimizing expenses reaching greater profitability.