NPS (Net Promoter Score) assessment operation method and system based on telephone survey and management platform

A management platform, telephone technology, applied in the field of communication, can solve the problem of inability to guarantee the accuracy and fairness of NPS evaluation results, and achieve the effect of ensuring accuracy and fairness

Active Publication Date: 2018-11-30
CHINA UNITED NETWORK COMM GRP CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0004] However, the existing telephone survey operation method cann

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  • NPS (Net Promoter Score) assessment operation method and system based on telephone survey and management platform
  • NPS (Net Promoter Score) assessment operation method and system based on telephone survey and management platform
  • NPS (Net Promoter Score) assessment operation method and system based on telephone survey and management platform

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[0046] In order to enable those skilled in the art to better understand the technical solutions of the present invention, the following describes in detail the NPS evaluation operation method, system and management platform based on telephone surveys provided by the present invention with reference to the accompanying drawings.

[0047] figure 1 This is a flowchart of a method for NPS evaluation and operation based on telephone surveys provided in the first embodiment of the present invention, such as figure 1 As shown, the method includes:

[0048] Step 101: Generate target users of different evaluation types in different areas according to preset sample quotas in different areas and statistically calculated user distribution data of different evaluation types in different areas.

[0049] Step 102: Allocate target users of different evaluation types in different areas to corresponding call centers, so that the call center can perform outbound call tasks for the assigned target users ...

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Abstract

The invention discloses an NPS (Net Promoter Score) assessment operation method and system based on telephone survey and a management platform. The method comprises the steps of generating target users of different assessment types in different areas according to preset sample quotas of the different areas and statistical user distribution data of the different assessment types in the different areas; allocating the target users of the different assessment types in the different areas to corresponding call centers, thereby enabling the call centers to carry out outbound tasks on the allocatedtarget users and return outbound details; and generating assessment results of different outbound centers according to the outbound details returned by the different call centers, and feeding back obtained quality detection results of the different call centers to the corresponding call centers, wherein the quality detection results are obtained by carrying out quality detection on the assessmentresults of the different call centers. According to the method, the system and the management platform, accuracy and fairness of an NPS assessment result based on the telephone survey are ensured.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a telephone survey-based NPS evaluation operation method, system and management platform. Background technique [0002] In the face of homogeneous competition in the industry and differentiated development outside the industry, the service management of telecom operators is gradually shifting from the traditional Customer Satisfaction Management (CSM) to the new Customer Experience Management (CEM). ) transformation, by controlling the key nodes that affect customer perception, creating a positive effect of corporate brand commitment, improving customer satisfaction and loyalty, and achieving customer relationship optimization and customer value maximization. [0003] Net Promoter Score (NPS for short) is an important indicator for measuring brand reputation and customer experience, and can effectively measure customers' tendency to recommend a certain brand / product / servic...

Claims

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Application Information

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IPC IPC(8): H04M3/51H04M3/523H04L12/24
CPCH04L41/5061H04L41/5064H04L41/5067H04M3/51H04M3/5175H04M3/523
Inventor 胡坤周明昱李红五何璐常炜朱奕凝
Owner CHINA UNITED NETWORK COMM GRP CO LTD
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