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Data analysis system and method for call center

A data analysis module and data statistics technology, applied in the field of communication, can solve the problems of inability of operators to provide guidance, waste of manpower and time, etc., to save manpower and time, and to better allocate existing resources.

Inactive Publication Date: 2012-05-23
ZTE CORP
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Problems solved by technology

[0004] The main purpose of the present invention is to provide a data analysis system and method for call centers, to at least solve the problem that the above-mentioned existing call analysis methods waste a lot of manpower and time, and cannot provide operators with truly effective guidance

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  • Data analysis system and method for call center
  • Data analysis system and method for call center
  • Data analysis system and method for call center

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Embodiment Construction

[0024] Hereinafter, the present invention will be described in detail with reference to the drawings and examples. It should be noted that, in the case of no conflict, the embodiments in the present application and the features in the embodiments can be combined with each other.

[0025] refer to figure 1 , shows a structural block diagram of a data analysis system for a call center according to Embodiment 1 of the present invention, including:

[0026] The data statistics module 102 is used to compare the influence parameters of the current service index data and the influence parameters of the historical service index data, obtain the change value of the service index according to the change value of each influence parameter, and judge whether the change value of the service index is within the set range, if No, then enter the data analysis module 104; The data analysis module 104 is used for judging the influence degree of each influencing parameter change value on the ser...

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Abstract

The invention discloses a data analysis system and a data analysis method for a call center. The data analysis system for the call center comprises a data counting module and a data analysis module, wherein the data counting module is used for comparing an influence parameter of current service index data with an influence parameter of historical service index data, acquiring a service index change value according to change values of all the influence parameters, judging whether the service index change value is in a set range, if the service index change value is not in the set range, entering the data analysis module; and the data analysis module is used for determining the influence degree of the change values of all the influence parameter on the service index data index value when the data counting module determines that the service index data index value exceeds the set range, and supplying a corresponding call strategy adjusting indication according to the influence degree. By the system and the method, effects of saving labor, shortening time and guiding a provider to better allocate existing resources are achieved.

Description

technical field [0001] The present invention relates to the communication field, in particular to a data analysis system and method for a call center. Background technique [0002] With the rapid development of the communication industry, customer call centers have gradually become the portals of operators, and customer service centers such as 10010, 10086, and 10000 have become an indispensable tool in people's daily work and life. In the case of intensified competition among operators, how to arrange and allocate existing resources more reasonably and provide users with higher-quality services without increasing existing hardware resources and human resources and operating costs has become an urgent issue for operators. A problem that needs to be solved. [0003] In order to solve this problem, it is necessary to analyze the call data of the call center, and then adopt appropriate improvement measures. At present, the existing customer service center obtains service indi...

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Application Information

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IPC IPC(8): H04L12/24H04M3/51
Inventor 杨晓珂
Owner ZTE CORP
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