Telephone banking interactive voice response systems and skills based routing algorithm

The aim of this thesis, is, using the call center with skills-based routing algorithm to enable bank customers to receive effective service and customer satisfaction.Skill-based routing, the method according to ability and customer representatives which are authorized to carry out tasks (accounting, securities, public offerings, sales, support, etc.) are divided into groups according to customer's preference, caller calls are routed to the queue of the customer representative with appropriate skills.In addition, routing and queueing is also conducted according to the information about the customer provided by the database. Some of the information used for this process is debt exceding a certain amount,credit card limit and frequency of telephone banking usageThe algorithm propose, basically, aims to prioritize the customers in accordance with the customer segmentation and the queue itself.