Sampling quality inspection method and system in calling center

A call center, sampling quality inspection technology, applied in monitoring/monitoring/test arrangement, etc., can solve the problems of lack of operator real-time linkage operation, lack of consideration, deviation of quality inspection results, etc., to eliminate service hidden dangers, ensure consistency, The effect of improving motivation and work efficiency

Active Publication Date: 2014-11-26
国网山东省电力公司营销服务中心(计量中心) +2
View PDF4 Cites 16 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

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

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Sampling quality inspection method and system in calling center

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0031] Below in conjunction with accompanying drawing and embodiment the present invention will be further described:

[0032] Carry out sampling quality inspection on the traffic-related data of the call center, and the quality inspection results are automatically associated with employee information data;

[0033] The sample quality inspection method of the call center is as follows: figure 1 As shown in , sample the business processing data, conduct quality inspection according to the corresponding standards, pre-publish the quality inspection results, and send the quality inspection results to the corresponding sampled personnel. At the same time, on-site defect elimination suggestions are initiated for service issues that can be eliminated, and instant training suggestions are initiated for business knowledge issues.

[0034] If the sampled person initiates a complaint, the sampling quality inspection module will review the pre-announced results according to the content ...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

PUM

No PUM Login to view more

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...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to view more

Application Information

Patent Timeline
no application Login to view more
IPC IPC(8): H04M3/22
Inventor 刘勇超于相洁李静王婧田晓刘宏国张春秋张伟伟刘培兴丁海英
Owner 国网山东省电力公司营销服务中心(计量中心)
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Try Eureka
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap