Optimal Holding Time in Telemarketing

When a telemarketing staff or a seat calls, whether the customer will answer the phone is under uncertainty. This is a common risk faced by telemarketing companies: holding the telephone too long will bring a big lose to the company, while waiting too short won't be beneficial also. In this pap...

Full description

Saved in:
Bibliographic Details
Published in2010 International Conference on Management and Service Science pp. 1 - 4
Main Authors Dan Bu, Yufan Liu, Jinzhong Guo, Qinghua Chen, Tao Zheng
Format Conference Proceeding
LanguageEnglish
Published IEEE 01.08.2010
Subjects
Biological system modeling
Communications technology
Companies
Data mining
Mathematical model
Waste materials
Online AccessGet full text

Cover

More Information
Summary:When a telemarketing staff or a seat calls, whether the customer will answer the phone is under uncertainty. This is a common risk faced by telemarketing companies: holding the telephone too long will bring a big lose to the company, while waiting too short won't be beneficial also. In this paper, we want to solve the problem and propose the definition optimal holding time, and then we conduct data mining in a deeper level based on a mathematical model. By analyzing specific data from an insurance agency company, we give the conclusion that the optimal holding time in telemarketing is around 20 to 40 seconds in general.
ISBN:9781424453252
1424453259
DOI:10.1109/ICMSS.2010.5575591