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Method for acquiring voices of call center for quality inspection, and call center quality inspection system

A technology of call center and acquisition method, applied in the field of call center quality inspection voice acquisition and call center quality inspection system, can solve the problems of large randomness, non-objectivity, and few quality inspection samples, so as to ensure fairness and pertinence , Improve the effect of coverage area

Active Publication Date: 2017-02-22
FOSHAN POWER SUPPLY BUREAU GUANGDONG POWER GRID
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Problems solved by technology

However, this quality inspection method, no matter what kind of scale call center is, has limitations such as small number of quality inspection samples, large randomness, and non-objectiveness, which will result in the quality inspection range of each operator in the quality inspection link. Inconsistency affects the fairness of quality inspection

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  • Method for acquiring voices of call center for quality inspection, and call center quality inspection system
  • Method for acquiring voices of call center for quality inspection, and call center quality inspection system
  • Method for acquiring voices of call center for quality inspection, and call center quality inspection system

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Embodiment Construction

[0019] In order to further illustrate the technical means adopted by the present invention and the achieved effects, the technical solutions of the present invention will be clearly and completely described below in conjunction with the accompanying drawings and preferred embodiments.

[0020] Such as figure 1 As shown, a method for obtaining call center quality inspection voice, including steps:

[0021] S110. Obtain the voice of the call center in text format;

[0022] S120. Input the voice of the call center into a preset business model for screening, and obtain the voice corresponding to the business model;

[0023] S130. Sampling the speech corresponding to the service model to obtain the speech for quality inspection.

[0024] The method for obtaining the quality inspection voice of the above-mentioned call center automatically screens the voice data, finds service quality problems, and provides the voice to the quality inspection personnel for review and confirmation ...

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Abstract

The invention relates to a method for acquiring voices of a call center for quality inspection, and a call center quality inspection system. The system comprises the following steps: acquiring voices of the call center in a text format; inputting the voices of the call center into a preset business model for screening, so that voices corresponding to the business model are obtained; and sampling the voices corresponding to the business model, so that the voices for quality inspection are obtained. The quality inspection system comprises a voice acquisition module, a voice screening module, and a voice sampling module, wherein the voice acquisition module is used for acquiring the voices of the call center in a text format; the voice screening module is used for inputting the voices of the call center into the preset business model for screening, so that the voices corresponding to the business model are obtained; and the voice sampling module is used for sampling the voices corresponding to the business model, so that the voices for quality inspection are obtained. The method and the system provided by the invention have the advantages that a quality inspection scope for each call center service representative is identical, so that fair quality inspections are effectively ensured.

Description

technical field [0001] The invention relates to the technical field of audio processing, in particular to a method for acquiring call center quality inspection voice and a call center quality inspection system. Background technique [0002] The increasingly competitive market environment puts forward higher requirements for the service quality of call center operators, especially in the richness and timeliness of information provided. Providing users with more characteristic services has become the goal pursued by many call centers. As an effective way to provide customer service and contact customers, call center is of great significance to improve customer satisfaction and loyalty. In a fiercely competitive environment, tapping existing equipment capabilities, adopting advanced technology, and relying on the improvement of labor productivity to ensure the quality and level of enterprise service is the only way to provide users with fast and convenient services. [0003] T...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/22G10L15/26G10L25/48G06F17/30
CPCG06F16/3331G06F16/835G10L15/26G10L25/48H04M3/2227
Inventor 李如雄关浩华郑爱武简斌陈春梅陈筱韵林城伟陆洁华陈斐然卢桂芬
Owner FOSHAN POWER SUPPLY BUREAU GUANGDONG POWER GRID
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