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Method and system for service quality detection for call center

A service quality and call center technology, applied in the field of communication, can solve the problems of service call monitoring analysis, incompleteness, injustice, etc., to achieve the effect of objective evaluation results, high efficiency and high flexibility

Active Publication Date: 2010-03-03
ZTE CORP
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AI Technical Summary

Problems solved by technology

This method of manual extraction and detection requires a lot of manpower, material resources, and financial resources to realize the detection of the operator's service call
In fact, it is impossible for quality inspection personnel to monitor and analyze every service call, and it is impossible to have enough time to complete the understanding of all service conditions of the operator, resulting in one-sidedness and incompleteness of quality inspection results. Inspectors' subjective judgment and other factors will make the quality inspection results inaccurate and unfair

Method used

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  • Method and system for service quality detection for call center
  • Method and system for service quality detection for call center
  • Method and system for service quality detection for call center

Examples

Experimental program
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Embodiment 1

[0037] The following takes the service duration, gender and emotion recorded by the user, and traffic content recorded by the operator as an example to perform traffic quality detection in detail. Its process is as follows figure 2 shown, including the following steps:

[0038] Step S10: Obtain the service recording of the call center.

[0039] The service recordings of each call service obtained from the recording database include operator recordings and user recordings.

[0040] When single-thread recording is used, the operator recording and user recording are combined; when dual-thread recording is used, the operator and user are recorded separately, and the operator recording and user recording are two independent parts.

[0041] Preferably, after the service recording is acquired, denoising processing is performed on the service recording. For example, the obtained service recording can be denoised by using a matrix laboratory (Matrix Laboratory, Matlab) based wavele...

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Abstract

The invention discloses a method and a system for service quality detection for a call center. The method comprises the following steps of: obtaining service sound recording of the call center; extracting the attribute information in the service sound recording; determining a parameter value used for quality detection according to the attribute information and the corresponding relationship between the attribute information and a parameter for quality detection; and determining the service quality assessment value of the telephone traffic service according to the parameter value. The method can objectively detect the service quality of the telephone traffic service each time and has high realizing efficiency and high universality.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a method and system for automatically detecting service quality of an operator in a call center system. Background technique [0002] As a basic means to improve customer service level and communication efficiency, call center was originally developed from customer service in high-end industries such as large telecom operators and banks, and large outsourced call centers. With the continuous transformation of the modern business operation mode, the call center has begun to develop from the original inbound (Inbound) call center to the outbound (Outbound) call center, which also makes the call center change from the original cost center to the profit center. However, due to the particularity of the "product" produced by the call center (generally the service voice of the operator), the call center is faced with higher difficulties in product quality inspection. [0003] The...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/22
Inventor 郭潺赖永森
Owner ZTE CORP
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