A sampling quality inspection method and system for a call center

A call center, sampling quality inspection technology, applied in the direction of monitoring/monitoring/test arrangement, etc., can solve problems such as unfavorable and efficient management and service quality, affecting operator enthusiasm for work, inaccurate operator assessment, etc., to eliminate service hidden dangers and test results Objective and fair, ensuring controllable and controllable results

Active Publication Date: 2017-08-25
国网山东省电力公司营销服务中心(计量中心) +2
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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's participation in the scoring process, some special situations encountered by the operator are often not considered, which will result in inaccurate assessment of the operator. , affecting the enthusiasm of the operator, which is not conducive to its efficient management and improvement of service quality

Method used

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  • A sampling quality inspection method and system for a call center

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Embodiment Construction

[0032] Below in conjunction with accompanying drawing and embodiment the present invention will be further described:

[0033] 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;

[0034] 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.

[0035] If the sampled person initiates a complaint, the sampling quality inspection module will review the pre-announced results according to the content ...

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Abstract

The invention discloses a sampling quality inspection method and system for a call center. The set sampling task retrieves the corresponding traffic data and stores it in the sampling data buffer area; performs quality inspection on the data in the sampling data buffer area, generates traffic detection results, and sends the traffic detection results to the corresponding operator terminal for pre-processing. Announcement; if the operator appeals to the quality inspection results, re-inspect the unqualified data; send all quality inspection results to the call center platform for display and storage. The sampling quality inspection method of the present invention can realize real-time monitoring of call content according to actual work, realize comprehensive grasp of business capabilities, improve timeliness of service management and control, increase objectivity, fairness and effectiveness of quality inspection results, and improve service quality of call centers .

Description

technical field [0001] The invention relates to a sampling quality inspection method and system for a call center. Background technique [0002] In a call center, manual handling of calls is a major business. For example, customers call the call center for consultation and complaints, and the operator performs outbound calls and marketing for customers. 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 for the operator's acceptance process. At the same time as the call, random selection is made 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 deviations. At the same time, because there i...

Claims

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Application Information

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Patent Type & Authority Patents(China)
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)
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