Data warehousing and data mining products are aplenty in the market. What I feel is how good are these products and how close are they to predicting customer behaviour. How many call centres use these programs for cross selling and up selling?

Vedula

Hi Vedula. I think it's difficult to answre your question, because can we really predict customers? If your company is collecting the right information from your call centre, I think it's easy enough to "mine" the data to find out what you want to know.

I'm not a data analyst but I would think that the trick is to make sure trhat the information that is required by whatever tool or method you use is stored in the first place.

I can't tell you which call centres use methods like you mention because I don't have much experience in that area but I wouldn't be surprised if most call centres do some kind of statistical stuff on any information they collect, if only to help get the staffing levels right to handle the ebb and flow of the callers.

Bob

Hi. I think Bob is on the mark with his comment. People aren't that easy to pin down to behavior patterns so you will always have your work cut out if you try. I'd be interested to read about how you get on with this however.