Quality inspection examining method and system

Abstract

The invention model discloses a quality evaluation methode, which includes the steps as follows: a quality control evaluation system determines the evaluation target and candidate business representatives; and automatically samples business representatives in the candidate business representatives, and automatically acquire the services record data of the sampled business representatives; the quality control evaluation system determines and saves the evaluation results according to the services record data acquired. The invention model also discloses a quality control evaluation system. The present inventon can ensure the comprehensiveness, the accuracy, the objectiveness, the fairness and integrity of the evaluation results.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a method and system for quality inspection and evaluation of a call center. Background technique [0002] A call center generally has multiple systems that work together to complete the daily operation support of the call center, such as agents, workflow, knowledge base, and outbound calls. Each system has its full-time users, commonly known as business representatives, in order to assess and evaluate the work of business representatives, it is necessary to provide the function of quality inspection and evaluation. [0003] The common method of quality inspection and evaluation is: the evaluator conducts a comprehensive score / evaluation on the service quality of the business representatives through real-time monitoring and post-playback of the service process trajectory of the business representatives, and with reference to pre-defined norms and standards, and then summari...

AI Technical Summary

Problems solved by technology

[0010] The efficiency of quality inspection and evaluation is not high because the evaluators need to manually query to obtain the evaluation plan. At the same time, it is also necessary to manually extract the service The query is easily influenced by the subjective evaluation of the evaluators, and it cannot guarantee that all business representatives have the same probability of being evaluated, nor can it guarantee that all business representatives have the same probability of being evaluated for each evaluation item, resulting in incomplete evaluation and inaccurate evaluation results, which in turn cause quality problems. Check for unfairness and injustice

[0011] For example, if the examiner has a personal prejudice against a certain business representative being evaluated, or has personal friendship, it is inevitable that the number of times the business representative being evaluated is significantly more or less than other business representatives; The business representatives who are evaluated are prone to problems, and deliberately choose the evaluation items that are prone to problems and ignore other problems, resulting in incomplete evaluation and inaccurate evaluation results; record data) or the business representatives being evaluated that are more difficult to deal with, the evaluators will select and consciously avoid

These will make the results of quality inspection and evaluation incomplete and inaccurate, resulting in unfair and unjust quality inspection and evaluation.

[0012] In addition, during the evaluation, the evaluators are required to score according to the service record data and evaluation standards, which leads to the evaluation differences among different evaluators, the same problem, the same severity, and the subjective scores given by different evaluators. Assessment results are inaccurate

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