Call center performance assessment method and system

A call center and performance technology, applied in the field of call center performance appraisal, can solve problems such as incompleteness, lack of objectivity in performance appraisal, and inaccurate data

Inactive Publication Date: 2017-03-22
SHANGHAI HANGDONG TECH CO LTD
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  • Abstract
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  • Claims
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AI Technical Summary

Problems solved by technology

[0003] In the existing technology, the performance appraisal of the call center is generally based on the call duration of the agents, the satisfaction evaluation and the telemarketing order rate. The above performance appraisal methods are easily affected by the subjective wishes of customers, and the data collected by the performance appraisal are not accurate. Accurate and incomplete, so performance reviews lack objectivity

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Embodiment Construction

[0044] 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.

[0045] The embodiment of the present invention discloses a call center performance evaluation method, see figure 1 As shown, including steps S1-S3, wherein:

[0046] Step S1: Obtain the voice information of the agent.

[0047] In the embodiment of the present invention, when the agent is talking, the voice information of the agent is obtained, so as to perform performance appraisal on the agent. The embodiment of the present invention supports real-time acqu...

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Abstract

The invention discloses a call center performance assessment method, including obtaining voice information of agent personnel; comparing the abovementioned voice information with a preset voice library, so as to obtain a comparison result; and according to the comparison result, giving a performance assessment score for the abovementioned voice information. It is thus clear that the voice information of the agent personal is obtained, the voice information and corresponding voice information in the preset voice library are compared, the comparison result is obtained, and the comparison result is utilized to perform scoring, thus, in terms of performance assessment process, the voice information of the agent personnel and standard voice information in the voice library are compared, an assessment factor is the voice information of the agent personnel during a call, and in terms of a performance assessment result, the influence degree of subjective wishes of a customer is reduced, thereby objectively perform performance appraisal on a call center. The invention also discloses a call center performance assessment system which has the same technical effect as that of the abovementioned method.

Description

technical field [0001] The invention relates to the technical field of performance appraisal, in particular to a performance appraisal method and system for a call center. Background technique [0002] The call center is a technology based on CTI (Computer Telephony Integration, that is, the integration of computer network and communication network). Enterprises can receive customers' business consultation, problem feedback, product installation, maintenance acceptance, complaint acceptance, etc. through the call-in mode of the call center. It can take the initiative to conduct market research, return visits to old customers, and after-sales follow-up services through the call-out mode. The performance appraisal of the call center is conducive to improving the service quality of the enterprise, so as to better develop the enterprise. [0003] In the existing technology, the performance appraisal of the call center is generally based on the call duration of the agents, the s...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G10L25/51H04M3/51
CPCG10L25/51H04M3/5175
Inventor 朱宇光
Owner SHANGHAI HANGDONG TECH CO LTD
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