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Method and system for monitoring voice call in call center

A voice call and call center technology, applied in the field of communication, can solve the problems of poor timeliness of quality inspection, high cost, and limited auxiliary value, etc., and achieve the effect of improving user service perception, preventing the deterioration of the situation, and efficient real-time monitoring

Active Publication Date: 2017-03-01
CHINA TELECOM CORP LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, the quality inspection method in which the above-mentioned quality inspectors extract a certain proportion of recording files for "trial listening" has a large blindness and low coverage. If all recording files are extracted and auditioned one by one, the cost is too high, the efficiency is too low, and the feasibility is poor.
At the same time, the quality inspection of extracting recordings for "trial listening" is an "after-event" quality inspection. Disputes between customer service personnel and users during the call, or situations where customer service personnel use services disabled cannot be discovered in time, let alone such situations. Intervention, poor timeliness of quality inspection effect
In addition, when the above situation occurs, the existing quality inspection system does not take any intervention to deal with the emergence of such a situation, resulting in limited auxiliary value of the quality inspection system for improving user service perception
For the method of manual monitoring, there are also problems of high cost, low efficiency and poor feasibility

Method used

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  • Method and system for monitoring voice call in call center
  • Method and system for monitoring voice call in call center
  • Method and system for monitoring voice call in call center

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Embodiment Construction

[0032] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. It should be noted that the relative arrangement of components and steps set forth in these embodiments does not limit the scope of the invention unless specifically stated otherwise.

[0033] The following description of at least one exemplary embodiment is merely illustrative in nature and in no way taken as limiting the invention, its application or uses. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0034] Techniques, methods and devices known to those of ordinary skill in the relevant art may not be discu...

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Abstract

The invention discloses a method and a system for monitoring voice communication of a call center. The method comprises the following steps: acquiring voice data packets of voice communication when customer service staff in the call center uses a customer service terminal to perform voice communication with users through user terminals; identifying the customer service voice data packets from the voice data packets; analyzing vocal print information in the customer service staff voice data packets, and obtaining the customer service staff vocal print curves of the customer service staff; comparing the customer service vocal print curves with the historical vocal print baselines of the customer service staff; responding to the mutation in the customer service staff vocal print curves relative to the historical vocal print baselines, and executing exception handling. By virtue of the scheme, during the voice communication process, the service quality of the customer service staff can be comprehensively and efficiently monitored in real time.

Description

technical field [0001] The invention relates to the communication field, in particular to a method and system for monitoring voice calls in a call center. Background technique [0002] In recent years, with the development of communication technology, more and more large enterprises provide services to customers by establishing call center systems. The call center system answers calls from corporate users through customer service personnel or customer service personnel, and provides corporate users with services such as product consultation, after-sales support, telemarketing, and complaint response. It is an important window for companies to provide external services. [0003] In order to ensure the service quality of customer service personnel and maintain the corporate image, companies usually supervise and inspect the service quality of customer service personnel. One method is to configure a recording quality inspection system in the call center. Through this system, t...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/22G10L17/00G10L25/51
Inventor 李青陈健
Owner CHINA TELECOM CORP LTD
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