呼叫中心客户满意度测评抽样方案设计

Sampling Design of Call Center Customer Satisfaction Measurement

根据小概率事件原理,在充分考虑企业、客户风险的基础上,对呼叫中心整体特征进行了分析,提出了基于样本量修正的呼叫中心客户满意度测评抽样方案,并针对不同客户群体说明了如何选择加严、放宽抽样方案。通过应用分析,并根据oc曲线验证了修正后的抽样方案的判别能力。

According to the principle of small probability event, this paper considers the risk of enterprises as well as customers, and analyzes the character of the call center. By revising sample size, it advances the sampling design of call center satisfaction measurement. Then it illustrates how to choose different sampling design, based on different customers. The operating characteristic curve validates the revised sampling design.