Interactive Voice Contract Center Arranging Celebration Service Center
Interactive Voice Contract Center - Arranging Celebration Service Center Team : 3 1
Team member 陳慧敏 Sandy g 933812 王怡絜 Ami g 933826 蔡其融 Jerome g 933834 黃煒能 Cuber g 933835 吳冠穎 Mark g 933836 2
Agenda Case Introduction Customer segmentation Data analysis Conclusion 3
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 4
System Design/Analysis 5
Customer segmentation 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 Customer segmentation 11 -12 8 -10 5 -7 3 -4 Segmentation 1 Segmentation 2 Segmentation 3 Segmentation 4 We segment customers by RFM method and define the index of RFM. 6
The analysis of birthday The pie-chart of customers’ age, finance, style, and place. 7
The analysis of birthday (Cont. ) The pie-chart of customers’ age, finance, style, and place. 8
The analysis of birthday (Cont. ) The relation between age and style. 9
The analysis of birthday (Cont. ) The relation between age and style. 10
The analysis of birthday (Cont. ) The relation between age and place. 11
The analysis of birthday (Cont. ) The relation between age and style. 12
The analysis of birthday (Cont. ) Age and service cross table 13
The analysis of birthday (Cont. ) 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 14
Analysis of Halloween Percentag e(%) English cram school 2 67% family party 1 33% total 3 100% 15
Analysis of Christmas Major target customer:School Party scale:Large 16
Analysis of Christmas (continue) Major situation requirement:Outside 17
Analysis of marriage Major age for marriage: 27~35 18
Analysis of marriage (continue) Phenomenon Western Outside Chinese Inside outside Total Western 1 2 3 Chinese 5 1 6 Total 6 3 9 19
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 20
The analysis of Teacher Appreciation Banquet Finance Pie-chart of Teacher Appreciation Party 22% > 50, 000~10, 000 < 10, 000 45% 33% 21
The analysis of Mother’s Day 22
The analysis of Single Farewell Banquet 23
The analysis of Father’s Day 24
Market Strategy Marriage: 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 years Birthday: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 come Christmas: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. 25
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. 26
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 27
Thanks for your attention !! 28
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