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Device and method used for detecting service quality of customer service staff

A technology for customer service personnel and service quality, applied in the field of communication systems, can solve the problems of incompatibility with the unique nature of social networks and large workload, and achieve the effect of reducing workload and improving service levels

Inactive Publication Date: 2015-01-21
ZTE CORP
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Problems solved by technology

[0005] The purpose of the present invention is to provide a device and method for quality inspection of the service quality of customer service personnel, so as to overcome the shortcomings of the existing quality inspection methods, which have a large workload and are not suitable for the unique nature of social networks

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  • Device and method used for detecting service quality of customer service staff
  • Device and method used for detecting service quality of customer service staff
  • Device and method used for detecting service quality of customer service staff

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Embodiment Construction

[0062] In order to make the objectives, technical solutions and advantages of the present invention clearer, the embodiments of the present invention will be described in detail below in conjunction with the accompanying drawings. It should be noted that the embodiments in this application and the features in the embodiments can be combined with each other arbitrarily if there is no conflict.

[0063] In this embodiment, a method for quality inspection of the service quality of customer service personnel, such as figure 1 Shown, including:

[0064] According to the preset quality inspection plan, extract the original session data required for quality inspection from the calls connected to the call center;

[0065] According to the preset quality inspection standards, analyze the above-mentioned original conversation data to obtain the value of more than one dimension;

[0066] According to the preset weights corresponding to each dimension, the values ​​of more than one dimension are ...

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Abstract

A device and a method for performing quality inspection on service quality of customer service staff. The method comprises: extracting, according to a preset quality inspection plan and from a call connected to a call center, original session data needed for quality inspection; analyzing the original session data according to a preset quality inspection standard, to obtain a value of more than one dimension; and performing weighted averaging on the value of more than one dimension according to a preset weight corresponding to each dimension, to obtain a quality inspection result. The device comprises a management module, a storage module, a multimedia access module, a session extraction module, a session analyzing module, and a weight scoring module. According to embodiments of the present invention, the workload of quality inspection staff is reduced, and the customer service staff is assisted to improve the service level, and interested data can be stored according to a demand of an operator, so as to provide a support for subsequent service data.

Description

Technical field [0001] The invention relates to a communication system, in particular to a device and method for quality inspection of the service quality of customer service personnel. Background technique [0002] Due to the particularity of the products produced by the call center, the call center faces a higher level of difficulty in product quality inspection than ordinary enterprises. [0003] Most of the existing quality inspection methods are that the quality inspection personnel extract the service recordings of the customer service personnel to score the service of the customer service personnel. In this way of quality inspection, it is impossible for the quality inspector to monitor and analyze every call, and there is not enough manpower and time to complete a comprehensive understanding of the service of the customer service staff, resulting in incomplete quality inspection and subjective judgment of the quality inspector. problem. [0004] In addition, with the rapid ...

Claims

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Application Information

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IPC IPC(8): H04M3/51G06Q10/06
CPCG06Q10/00
Inventor 赖永森邓小君龚海平黎星
Owner ZTE CORP
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