1/28 Interactive Voice Contract Center - Arranging Celebration Service Center Team : 3

1/28

Interactive Voice Contract Center- Arranging Celebration Service Center

Team : 3

2/28

Team member

陳慧敏 Sandy g933812

王怡絜 Ami g933826

蔡其融 Jerome g933834

黃煒能 Cuber g933835

吳冠穎 Mark g933836

3/28

Agenda

Case Introduction Customer segmentation Data analysis Conclusion

4/28

Case Introduction

Everyone must have the experience that you forget some special days such as someone’s birthday or you are too busy to think about how to celebrate some festivals well. Our company pays attention to this situation, so we think about that if we can help them to arrange the festivals, it would be very convenient

5/28

System Design/Analysis

Customer Calling

1. English Intro.2. Chinese Intro.3. Taiwaness Intro.

1. Product Intro.2. Price Query.3. Buy Product.4. Check Progress of Arranging.5. Search Service Station.9. Connect to Service Staff.0. Back.

Choose Celebration1. Birthday.2. Christmas.3. Halloween.4. Marriage.9. Connect to Service Staff.0. Back.

Choose Style1. Chinese Style2. Western Style3. Special Style0. Back.

Choose Scale1. Large Scale.2. Medium Scale.3. Small Scale.9. Connect to Service Staff.0. Back.

1. Confirm.2. Restart.0. Back.*. Quit.

Connect to Service Staff

Connect to Designer

1. Product Voice Intro. 9. Connect to Service Staff.0. Back.

1. Voice Intro. Price Sheet9. Connect to Service Staff.0. Back.

Choose Place1. Outside.2. Inside.0. Back.

1. Service Station Place Voice Intro.9. Connect to Service Staff.0. Back.

Same Process

Play welcome.wav

Play fun_e.wav

Same Process

Play production1_e.wav

Play Product Intro.0. Back*. Quit

Play production2_e.wav

Play Price Sheet.0. Back*. Quit

Play price2_e.wavPlay price1_e.wav

Play day1_e.wav

Play station_e.wav

Play Price Sheet.0. Back*. Quit

Play place_e.wav

Play place1_e.wav Play style1_e.wav

Play scale_e.wav

Play end_e.wav

1

2,3

1

2

3

4

5

1

1

1234 1

2

1,2

3

1,2,3

Play Voice Confirm

Play confirm_e.wav

1

1

6/28

Customer segmentationWe segment customers by RFM method and define the index of RFM.

Index recency /month frequency /year monetary

4 ～ 4 7～ $30001～

3 5～ 9 5～ 6 $20001～ $30000

2 10～ 14 3～ 4 $10001～ $20000

1 15～ 1～ 2 $0～ $10000

According to history service records we calculate every customer’s RFM value and segment the customers into four groups by the order of RFM value.

RFM Value 11-12 8-10 5-7 3-4

Customer segmentation

Segmentation 1

Segmentation 2

Segmentation 3

Segmentation 4

7/28

The analysis of birthday

The pie-chart of customers’ age, finance, style, and place.

Age Pie-Chart of Birthday

8%

22%

32%

30%

8%

< 1818~2627~3536~50> 50

Finance Pie-Chart of Birthday

26%

54%

20%

< 50,00050,000~100,000> 100,000

8/28

The analysis of birthday (Cont.)

The pie-chart of customers’ age, finance, style, and place.

Style Pie-Chart of Birthday

68%

32%

WesternChinese

Place Pie-Chart of Birthday

82%

18%

InsideOutside

9/28


The relation between age and style.

Relation between age and style

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

< 18 18~26 27~35 36~50 > 50

Age

Western

Chinese

10/28



卡方檢定

13.912a 4 .00816.178 4 .003

6.633 1 .01050

Pearson卡方概似比線性對線性的關連有效觀察值的個數

數值自由度漸近顯著

( )性雙尾

5 (50.0%) 5 1.36格的預期個數少於。最小的預期個數為。a.

STYLE * AGE 交叉表

4 5 5 1 2 1723.5% 29.4% 29.4% 5.9% 11.8% 100.0%

6 11 14 2 3318.2% 33.3% 42.4% 6.1% 100.0%

4 11 16 15 4 508.0% 22.0% 32.0% 30.0% 8.0% 100.0%

個數STYLE %內的個數STYLE %內的個數STYLE %內的

Western

Chinese

STYLE

總和

<18 18~26 27~35 36~50 >50AGE

總和

11/28


The relation between age and place.

Relation between age and place

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

< 18 18~26 27~35 36~50 > 50

Age

InsideOutside

12/28



卡方檢定

18.547a 4 .00119.710 4 .001

4.540 1 .03350



( )性雙尾

7 (70.0%) 5 .72格的預期個數少於。最小的預期個數為。a.

PLACE * AGE 交叉表

1 8 911.1% 88.9% 100.0%

4 10 16 7 4 419.8% 24.4% 39.0% 17.1% 9.8% 100.0%

4 11 16 15 4 508.0% 22.0% 32.0% 30.0% 8.0% 100.0%

個數PLACE %內的個數PLACE %內的個數PLACE %內的

outside

inside

PLACE

總和

<18 18~26 27~35 36~50 >50AGE

總和

13/28


Age and service cross table

卡方檢定

16.414a 8 .03719.301 8 .013

2.392 1 .12250



( )性雙尾

10 (66.7%) 5 格的預期個數少於。最小的預期個數 .80為。

a. AGE * SERVICE 交叉表

2 2 450.0% 50.0% 100.0%

3 8 1127.3% 72.7% 100.0%

4 10 2 1625.0% 62.5% 12.5% 100.0%

7 2 6 1546.7% 13.3% 40.0% 100.0%

1 1 2 425.0% 25.0% 50.0% 100.0%

17 23 10 5034.0% 46.0% 20.0% 100.0%

個數AGE %內的個數AGE %內的個數AGE %內的個數AGE %內的個數AGE %內的個數AGE %內的

<18

18~26

27~35

36~50

>50

AGE

總和

parents friend childSERVICE

總和

14/28


We can divided the birthday into three parts The party for parents

Chinese style 36 – 50 years old

The party for friends Western style Young people

The party for children Western style 36 – 50 years old Rich Outside

15/28

Analysis of Halloween

　 HalloweenPercentag

e(%)

English cram

school2 67%

family party

1 33%

total 3 100%

16/28

Analysis of Christmas

Major target customer ： School

Party scale ： Large

17/28

Analysis of Christmas (continue)

Major situation requirement ： Outside

18/28

Analysis of marriage

Major age for marriage ： 27~35

19/28

Analysis of marriage (continue)

0

1

2

3

4

5

6

7

inside outside

Chinese

Western

Inside outside Total

Western 1 2 3

Chinese 5 1 6

Total 6 3 9

Phenomenon

Western Outside

Chinese Inside

20/28

The analysis of other celebration

There are 26 people choose “other”. Our group just sums up and analyzes in the following:

Teacher Appreciation Banquet Mother’s Day Single Farewell Banquet Father’s Day

21/28

The analysis of Teacher Appreciation Banquet

Age Pie-chart of Teacher Appreciation Party

22%

56%

11%

11% 0%

< 18

18~26

27~35

36~50

>50

Style Pie-chart of Teacher Appreciation Party

56%

44%

Western

Chinese

Place Pie-chart of Teacher Appreciation Party

78%

22%

Inside

Outside

Finance Pie-chart of Teacher Appreciation Party

22%

33%

45%

> 50,000

50,000~10,000

< 10,000

Scale Pie-chart of Teacher Appreciation Party

20%

60%

20%

LargeMedianSmall

22/28

The analysis of Mother’s Day Age Pie-chart of Mother's Day

10%

30%

50%

10% 0%

< 18

18~26

27~35

36~50

>50

Finical Pie-chart of Mother's Day

40%

40%

20%> 50,00050,000~10,000< 10,000

Style Pie-chart of Mother's Day

80%

20%

WesternChinese

Place Pie-chart of Mother's Day

80%

20%

InsideOutside

Scale Pie-chart of Mother's Day

20%

40%

40%LargeMedianSmall

23/28

The analysis of Single Farewell Banquet

Age Pie-chart of Single Farewell Banquet

0%0%

100%

0%0%

< 18

18~26

27~35

36~50

>50

Finical Pie-chart of Single Farewell Banquet

0%

100%

0%

> 50,000

50,000~10,000

< 10,000

Style Pie-chart of Single Farewell Banquet

33%

67%

Western

Chinese

Place Pie-chart of Single Farewell Banquet

100%

0%

Inside

Outside

Scale Pie-chart of Single Farewell Banquet0%0%

100%

LargeMedianSmall

24/28

The analysis of Father’s Day Age Pie-chart of Father's Day

40%

40%

20%

0%

0%

< 18

18~26

27~35

36~50

>50

Finical Pie-chart of Father's Day

0%

60%

40%

> 50,00050,000~10,000< 10,000

Style Pie-chart of Father's Day

20%

80%

WesternChinese

Place Pie-chart of Father's Day

80%

20%

InsideOutside

Scale Pie-chart of Father's Day

40%

40%

20%

LargeMedianSmall

25/28

Market StrategyMarriage ： The strategy is focus on the husbands and wives which had asked us to decorate their wedding. We send propaganda lists to those husbands and wives when they had married for specific yearsBirthday ： The strategy is focus on the people between 36 and 50 and they have economic base. We can send propaganda list to the customers when their parents or children birthday will comeChristmas：We send propaganda lists to many schools which did not hold any Christmas party before. Besides, many spaces will hold the Christmas party, like church, and organization etc.

26/28

Market Strategy (cont.)Halloween ： Just a few customers want to hold the type of party, we decide that the market point does not focus on this part and we want to cancel this item. Other

1. Teacher appreciation party ： Send propaganda list to the students which will graduate soon.

2. Mother's Day party ： We publish the advertisement in TV or newspaper or magazine before Mother's Day

3. Bachelor party ： We want to publicize the fashions. Therefore, we can develop the type of customers and more young people tend to hold the type of party.

27/28

Conclusion

CTI is technique of integration and it can connect to the database through speech sounds.

CTI is applied in all kinds of business instead of just one kind of business

CTI not only can with customers but also integrate with computers and increase the quality and efficiency of service

28/28

Thanks for your attention !!

Documents

1/28 Interactive Voice Contract Center - Arranging Celebration Service Center Team : 3