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

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...

AI Technical Summary

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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