Call center chat evaluation method and system

Abstract

The invention relates to a method and system for evaluating a call center Chat. The method comprises the steps that a CTI server receives a Chat evaluating request sent by a customer representative after the customer representative completes a Chat service, and returns an evaluation collecting URI to the customer representative according to the Chat evaluating request; a Chat gateway transfers corresponding Chat users to the evaluation collecting URI according to the request of the customer representative; a Chat evaluating server carries out Chat service evaluation on the Chat users according to the evaluation collecting URI and preset evaluation rules. When the Chat evaluating server carries out evaluation, evaluation collecting information and evaluation analyzing rules can be flexibly customized, and the basis is provided for the analysis and the improvement of the service quality of a call center; when Chat service evaluation is carried out through the call center, the Chat connection between the customer representative and the Chat users is cut off, the customer representative is not influenced to access other Chat users, and therefore the working efficiency of the customer representative is not influenced.

Description

technical field [0001] The invention relates to the technical field of wireless communication, in particular to a chat evaluation method and system for a call center in which a user accesses a call center to receive a service in a Chat (text chat) manner and evaluates a customer representative. Background technique [0002] With the development of call center access technology, in addition to traditional telephone access, call centers have opened up more access methods, such as Chat, SMS, MMS, fax, and Email. [0003] The user accesses the call center through the Internet in Chat mode to receive the service of the customer representative. Chat access method is different from telephone contact, Chat is not real-time. At present, when a customer representative finishes serving Chat users, the call center does not have a good way to collect the user's service evaluation of the customer representative, which is mainly due to the following reasons: [0004] 1. The number of Cha...

AI Technical Summary

Problems solved by technology

[0004] 1. The number of Chat users that a customer representative can access at the same time is limited and cannot be too many. If there are too many Chat users, the quality of service provided by the call center will be reduced;

[0005] 2. Since Chat is non-real-time, it may take a long time for users to respond to the service quality evaluation information. Therefore, after the call center sends out Chat service quality evaluation information, users may not feedback the evaluation results for a long time;

[0006] 3. Based on the consideration of the customer representative's work emotions, usually the user's evaluation results cannot be directly displayed to the customer representative

[0007] Based on the above reasons, there are almost no Chat service evaluations when the call center is performing Chat services, or when performing Chat service evaluations, the Chat link between the customer representative and the Chat user is not disconnected, which affects the customer representative’s access to other Chat users , thereby reducing work efficiency

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