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Data processing method and device for customer service staff scoring system

A technology for customer service personnel and data processing, applied in the field of customer service, can solve problems such as low work efficiency and large workload, and achieve the effect of reducing workload and improving work efficiency

Inactive Publication Date: 2015-11-25
BEIJING CHINA POWER INFORMATION TECH +2
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  • Summary
  • Abstract
  • Description
  • Claims
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AI Technical Summary

Problems solved by technology

[0004] However, with the increase of customer service personnel, the previous method of scoring and evaluating by professional raters has a large workload and low work efficiency

Method used

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  • Data processing method and device for customer service staff scoring system
  • Data processing method and device for customer service staff scoring system
  • Data processing method and device for customer service staff scoring system

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Embodiment Construction

[0049] 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. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0050] see figure 1 It shows a schematic flowchart of a data processing method applied to a rating system for customer service personnel disclosed by an embodiment of the present invention.

[0051] The method includes:

[0052] S101: Using a preset sparse regularization classification model, select multiple key indicators from multiple preset evaluation indicators.

[0053] When evaluating customer service personnel, they are usually scored from multiple an...

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Abstract

The invention relates to a data processing method and device for a customer service staff scoring system. The method includes the following steps that: a plurality of key indexes are automatically identified and analyzed from a large number of preset evaluation indexes based on a sparse regularization model; the weights of the plurality of key indexes relative to customer service scoring can be determined through adopting an analytic hierarchy process; and the comprehensive score of customer service staff is calculated according to the weights of the plurality of key indexes and the actual index values of the key indexes. Compared with the prior art, and according the method of the invention, the coefficient regularization method and the analytic hierarchy process are combined together, and therefore, scoring on the customer service staff can be realized automatically, and the workload of scoring personnel can be decreased, and work efficiency can be improved.

Description

technical field [0001] The present application relates to the field of customer service, and more specifically, relates to a data processing method and device applied to a scoring system for customer service personnel. Background technique [0002] In order to improve customer service capabilities and fully meet the different requirements of customers, various large companies have established corresponding customer service centers, such as the 95598 customer service center of the State Grid and the 10086 customer service center of China Mobile. Customers only need to go through the customer service center to understand and handle the corresponding business, without going to the business hall. [0003] In the customer service center, customer service personnel are an important link between the company and customers. The service level of customer service personnel will largely affect the customer satisfaction with the company. In order to improve the enthusiasm of customer s...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06
Inventor 赵加奎刘建杨维方红旺欧阳红卢耀宗
Owner BEIJING CHINA POWER INFORMATION TECH
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