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Scoring method and system for quality inspection voice of call center

A call center and voice technology, applied in voice analysis, voice synthesis, telephone communication, etc., can solve the problems of low quality inspection efficiency and high labor cost

Inactive Publication Date: 2017-05-31
FOSHAN POWER SUPPLY BUREAU GUANGDONG POWER GRID
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Therefore, there are defects such as high labor cost and low quality inspection efficiency

Method used

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  • Scoring method and system for quality inspection voice of call center
  • Scoring method and system for quality inspection voice of call center
  • Scoring method and system for quality inspection voice of call center

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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 scoring call center quality inspection voice, including steps:

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

[0022] S120. Compare the quality inspection voice with preset characters, and detect whether the quality inspection voice contains the characters;

[0023] S130. Score the quality inspection speech according to the value corresponding to the detection result, and obtain a first score of the quality inspection speech.

[0024] The scoring method for the quality inspection voice of the call center described above matches the acquired quality inspection voice in text format with the characters of the ...

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Abstract

The invention relates to a scoring method and system for quality inspection voice of a call center. The method comprises the following steps: acquiring the quality inspection voice with a text format of the call center; comparing the quality inspection voice with preset characters, and detecting whether the quality inspection voice includes the characters or not; scoring the quality inspection voice according to a value corresponding to a detection result to obtain a first score of the quality inspection voice. A quality inspection system comprises a quality inspection voice acquiring module for acquiring the quality inspection voice with the text format of the call center, a quality inspection voice detection module for comparing the quality inspection voice with the preset characters, and detecting whether the quality inspection voice includes the characters or not, and a quality inspection voice scoring module for scoring the quality inspection voice according to the value corresponding to a detection result to obtain the first score of the quality inspection voice. According to the scoring method and the scoring system for the quality inspection voice of the call center, the labor cost is effectively reduced, and the quality inspection efficiency is improved.

Description

technical field [0001] The invention relates to the technical field of audio processing, in particular to a scoring method for call center quality inspection voice and a scoring system for call center quality inspection voice. Background technique [0002] The call center provides enterprises with a high-quality service platform through switching technology, multimedia technology and computer network technology, but these are not enough for a good call center, because another important component of the call center is customer service personnel. Customer service personnel face customers directly, and their service quality is directly related to customer satisfaction. [0003] The purpose of the quality inspection of the call center is to ensure the overall service level of customer service personnel, improve customer satisfaction, and thus improve the market competitiveness of the enterprise. Quality inspection is an important link in the call center, how to help managers op...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30G10L13/08H04M3/22
CPCG06F16/835G06F16/3331G10L13/08H04M3/2227
Inventor 关浩华郑爱武李如雄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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