2. 1/28 Interactive Voice Contract Center - Arranging Celebration Service Center Team : 3

3. 2/28 Team member 陳慧敏 Sandyg933812 王怡絜 Amig933826 蔡其融 Jeromeg933834 黃煒能 Cuber g933835 吳冠穎 Markg933836

4. 3/28 Agenda Case Introduction Customer segmentation Data analysis Conclusion

5. 4/28 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

6. 5/28 System Design/Analysis

7. 6/28 Customer segmentation We segment customers by RFM method and define the index of RFM. Indexrecency /monthfrequency /yearmonetary 4 ～4～47～7～ $30001 ～ 3 5～95～95～65～6$20001 ～ $30000 2 10 ～ 143～43～4$10001 ～ $20000 1 15 ～ 1～21～2$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 Value11-128-105-73-4 Customer segmentation Segmentation 1 Segmentation 2 Segmentation 3 Segmentation 4

8. 7/28 The analysis of birthday The pie-chart of customers’ age, finance, style, and place.

9. 8/28 The analysis of birthday (Cont.) The pie-chart of customers’ age, finance, style, and place.

10. 9/28 The analysis of birthday (Cont.) The relation between age and style.

11. 10/28 The analysis of birthday (Cont.) The relation between age and style.

12. 11/28 The analysis of birthday (Cont.) The relation between age and place.

13. 12/28 The analysis of birthday (Cont.) The relation between age and style.

14. 13/28 The analysis of birthday (Cont.) Age and service cross table

15. 14/28 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

16. 15/28 Analysis of Halloween Halloween Percentag e(%) English cram school 267% family party 133% total3100%

17. 16/28 Analysis of Christmas Major target customer ： School Party scale ： Large

18. 17/28 Analysis of Christmas (continue) Major situation requirement ： Outside

19. 18/28 Analysis of marriage Major age for marriage ： 27~35

20. 19/28 Analysis of marriage (continue) InsideoutsideTotal Western123 Chinese516 Total639 Phenomenon Western  Outside Chinese  Inside

21. 20/28 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

22. 21/28 The analysis of Teacher Appreciation Banquet Finance Pie-chart of Teacher Appreciation Party 22% 33% 45% > 50,000 50,000~10,000 < 10,000

23. 22/28 The analysis of Mother’s Day

24. 23/28 The analysis of Single Farewell Banquet

25. 24/28 The analysis of Father’s Day

26. 25/28 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.

27. 26/28 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.

28. 27/28 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

29. 28/28 Thanks for your attention !!