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Service record compliance checking method and device

A technology of service recording and inspection methods, applied in the field of communication, can solve problems such as missed inspection efficiency, achieve the effect of improving inspection efficiency and reducing the occurrence of missed inspections

Inactive Publication Date: 2015-12-09
上海银赛计算机科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0005] In order to solve the problem of a large number of missed inspections and low efficiency in the prior art using random extraction, the embodiment of the present invention provides a compliance inspection method and device for service recording

Method used

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  • Service record compliance checking method and device
  • Service record compliance checking method and device
  • Service record compliance checking method and device

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Embodiment Construction

[0053]In order to make the object, technical solution and advantages of the present invention clearer, the implementation manner of the present invention will be further described in detail below in conjunction with the accompanying drawings.

[0054] Please refer to figure 1 , which shows a schematic diagram of an implementation environment involved in an embodiment of the present invention. The implementation environment may include: a CRM (Customer Relationship Management, customer relationship management) system 100 . In the embodiment of the present invention, the CRM system 100 is used to obtain service recordings of call center operators, convert service recordings into text content, and provide service recordings and / or text content that do not meet service specifications to quality inspection personnel. , to be reviewed by quality inspectors.

[0055] Optionally, as in figure 1 As shown, the CRM system 100 may include: a call center system 120 and a speech-to-text ...

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Abstract

The invention discloses a service record compliance checking method and device and belongs to the technical field of communications. The method comprises: obtaining a service record of a call center; converting the service record into text content; detecting whether the service record complies with service specifications according to the text content, wherein the service specifications are specification requirements established for the services of operators of the call center; and if the service record does not comply with the service specifications, storing the service record and / or the text content to a target position that is used for storing the service record and / or the text content for double-check by the quality inspection personnel. The service record compliance checking method is used for solving the problem of existence of plenty of missing inspections and low efficiency if a random extraction manner is adopted in the prior art; on one hand, the missing inspections can be reduced thoroughly, and on the other hand, as only the service records which are detected by the system as being not compliant are provided for the quality inspection personnel, the quality inspection personnel only needs to re-check the service records, and therefore, the quality inspection personnel can perform targeted checking and the checking efficiency can be improved.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a method and device for checking compliance of service recording. Background technique [0002] A call center refers to an operating place that uses modern communication and computer technology to handle a large number of incoming and outgoing calls. For example, communication operators, banks, and some companies involved in business promotion have set up call centers to provide customers with services such as business consultation, handling, and complaints. [0003] In order to improve the service quality of the operator in the call center and ensure that the words and expressions used by the operator conform to the service specification, it is necessary to check the service recording of the operator. In the prior art, considering the large number of service recordings in the call center, a method of randomly extracting service recordings is adopted. A number of service...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/22H04M3/53
Inventor 许美聂湘平陈云贵刘辉熊上徐斌毅
Owner 上海银赛计算机科技有限公司
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