Method, device and system for processing quality inspection and quality inspector client

Abstract

The embodiment of the invention relates to a method, a device and a system for processing quality inspection and a quality inspector client. The method comprises the following steps of: receiving a call request which contains an original calling number and a calling number modified into a simulated calling number; when the call request is a test request of an quality inspector is determined, modifying the original calling number into the simulated calling number; and acquiring a seat to be inspected, and switching the call request containing the modified original calling number and the calling number to the seat to be inspected. The embodiment of the invention can use the call resource of a call center to carry out the quality inspection work in terms of a simulated client by modifying the original calling number and the calling number into the simulated calling numbers so that a telephone operator to be inspected cannot distinguish whether a certain call is the quality inspection call of the inspector through the original calling and the calling, the non-perception degree of the telephone operator to be inspected is ensured and the quality inspection effect is improved.

Description

technical field [0001] The embodiments of the present invention relate to the communication field, and in particular, to a quality inspection processing method, device and system, and a quality inspector client. Background technique [0002] Call centers generally use real-time or post-event quality inspection methods for service quality management, which are used to check the calls between operators and customers. Generally speaking, the service content of the call center is changing with each passing day. The service quality management can only be carried out after the operator has contact with the customer through real-time or post-event quality inspection. If the operator's understanding of the service content is not enough or the operator's own service level needs to be improved , may make customers dissatisfied with the service, thereby reducing the service level of the call center. [0003] The prior art provides a service quality management method in which a quality...

AI Technical Summary

Problems solved by technology

[0004] Since the agent software of the call center can display the call information such as the caller number and the original callee, and the call numbers that the quality inspector can choose are limited, so if the above method is used for a long time, the operator will know that a call is from the quality inspector Calls from quality inspection affect the effect of quality inspection; the existing technology needs to use external call resources instead of the call resources of the call center; the call and evaluation in the existing technology are completely controlled manually by the quality inspector, which affects the work of the quality inspector efficiency

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