Title :
A framework and toolkit to evaluate the value of service request in telecommunication
Author :
Wang, Chen ; Tian, Chunhua ; Ye, Qi ; Qi, Jiayin ; Huang, Chong
Author_Institution :
IBM China Res. Lab., Beijing
Abstract :
Optimized resources allocation is a practical way for service provider responds to customer´s service request with limited resources, the base of which is the business value to service request. In this paper, we analyze the cases of value-added services in telecommunication industry, and propose a comprehensive framework to calculate value of service request, which includes service value, customer historical value, current ordering based customer lifetime value and potential customer lifetime value for up-sale and cross-sale. Existing approaches are studied and adopted into calculation of service value and customer value respectively under telecom value-added services scenario. Besides, a novel telecom social network based model is proposed for the calculation of potential customer lifetime value. This paper also introduces the implementation of a toolkit for proposed framework to evaluate the value of service request.
Keywords :
customer services; resource allocation; service industries; telecommunication industry; customer historical value; customer lifetime value; customer service; optimized resource allocation; telecom service provider; telecom social network-based model; telecom value-added services; telecommunication industry; Authentication; Communication industry; Customer satisfaction; Customer service; Delay; Laboratories; Profitability; Resource management; Social network services; Telecommunication services; Customer Value; Service Value; Telecommunication; Value-added Service;
Conference_Titel :
Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-2012-4
Electronic_ISBN :
978-1-4244-2013-1
DOI :
10.1109/SOLI.2008.4686531
