Sampling quality inspection method and system in calling center

Abstract

The invention discloses a sampling quality inspection method and a system in a calling center. The method comprises steps of screening out voice media stream data which is related to telephone traffic from a calling center platform database and storing the voice media stream data in a telephone traffic quality inspection server, taking corresponding telephone traffic data according to the sampling task set by the telephone traffic quality data server and storing the telephone traffic data in a sampling data caching zone, performing quality inspection on the data in the sampling data caching zone and generating a telephone traffic detection result, transmitting the telephone traffic detection result to a telephone operator terminal for pre-publishing, performing quality inspection on the unqualified data afresh if the telephone operator questions the quality inspection result, and transmitting all quality inspection results to the calling center platform for displaying and storing. The sampling quality inspection method realizes the real-time monitoring on the conversation content according to the practical work, realizes the comprehensive control of the business capability, improves the service control and promptness, enhances the objectivity, fairness and efficiency of the quality inspection result, and improves the service quality of the calling center.

Description

technical field [0001] The invention relates to a sampling quality inspection method and system for a call center. Background technique [0002] In the customer service center, manual handling of calls is a major business. For example, customers call the customer service center for consultation and complaints, etc., and agents make outbound calls to customers for return visits and marketing. In order to be able to monitor and evaluate the service quality and provide evidence for possible disputes, audio and video recordings are generally made on the agent’s acceptance process. While talking with customers, agents are randomly selected to monitor the call process online to control the quality of service. [0003] The existing call center system can only conduct unilateral sampling quality inspection, and manually score the quality inspection results as a reference for evaluating the performance of the operator. However, in the scoring process, there are often various deviat...

AI Technical Summary

Problems solved by technology

[0003] The existing call center system can only conduct unilateral sampling quality inspection, and manually score the quality inspection results as a reference for evaluating the performance of the operator

However, in the scoring process, there are often various deviations. At the same time, because there is no operator involved in scoring, some special situations encountered by the operator are often not considered, and the real-time linkage operation with the operator is lacking, resulting in There is a certain deviation in the quality inspection results, and it is impossible to realize real-time and accurate monitoring of the quality inspection results

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