Estimation of performance of call center workers with artificial neural networks method

The rapid developments in information technologies have gone beyond innovation and reached a destructive dimension. This dimension has led to a wide research area for artificial intelligence applications. Today, significant progress has been made in the use of artificial intelligence technologies. Artificial Neural Network (ANN) technology has been unearthed by taking inspiration from human biological brain system. The theoretical framework such as the ability to make comments and predictions of the future by using the learning examples of the ANN as learning through the learning of the past, is discussed. In this respect, ANN is the modeling of biological nervous system in mathematical architecture. The superiority of the estimation performances has enabled successful use in many areas of ANNs. In this study, the performance of the call center employees for the following months is estimated with the help of ANN. With the help of ANN methodology, the performance of customer / citizen representatives working in call centers was estimated and the results and results were tried to be obtained. The basic condition for the success of the companies in the call center sector and the healthy decisions of the managers is to know what to do beforehand. For this purpose, working performance data of the personnel working in call centers were obtained as hours. Then, for the purpose of estimating the appropriate ANN using the data obtained with the back propagation algorithm to create the appropriate ANN data was trained and network parameters were determined by trial and error method. At the final stage, by using these appropriate NSAs, which have been successfully trained and tested, appropriate performance analyzes and evaluations have been made by estimating the working performances of the personnel working in call centers in the following months. As a result, in this study, the predictive modeling technique, ANN methodology has been discussed and the results obtained with the results of estimating the performance of the employees employed in the call center sector have been successfully obtained. According to the results obtained, this study showed that call centers or similar sector managers have the opportunity to create optimum working conditions that will enable them to make accurate and healthy decisions about the future and to get maximum efficiency. Key Words : Artificial Neural Networks, Call Centers, Forecasting Performance, Forecasting Modeling, Optimization. Quantity of Page : 86 Scientific Director : Doç. Dr. Remzi Tuntaş