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NPS evaluation operation method, system and management platform based on telephone survey

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

Active Publication Date: 2021-06-22
CHINA UNITED NETWORK COMM GRP CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, the existing telephone survey operation method cannot guarantee the accuracy and fairness of the NPS assessment results

Method used

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  • NPS evaluation operation method, system and management platform based on telephone survey
  • NPS evaluation operation method, system and management platform based on telephone survey
  • NPS evaluation operation method, system and management platform based on telephone survey

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Embodiment Construction

[0046] The technical solutions of the present invention will be better understood by those skilled in the art, and the NPS assessment operation methods, systems, and management platforms provided by the telephone survey of the present invention will be described in detail below with reference to the accompanying drawings.

[0047]figure 1 A flow chart of an NPS evaluation operation method based on telephone survey of the embodiment of the present invention, such as figure 1 As shown, the method includes:

[0048] Step 101 Generate a target user of different assessments in different regions in accordance with the sample quota of different regions of the predetermined region and user distribution data in different assessments in different regions.

[0049] Step 102, assign the target user of different assessments in different regions to the corresponding call center to perform an alignment task to the assigned target user and returns to the outside.

[0050] Step 103, according to t...

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Abstract

The invention discloses an NPS evaluation operation method, system and management platform based on telephone survey. The method includes: generating target users of different evaluation types in different regions according to preset sample quotas in different regions and statistical user distribution data of different evaluation types in different regions; assigning target users of different evaluation types in different regions to the corresponding call center, so that the call center can execute the outbound call task for the assigned target users and return the outbound call details; the evaluation results of different outbound call centers will be generated according to the outbound call details returned by different call centers, and will be used for different The quality inspection results of different call centers obtained through the quality inspection of the evaluation results of the call centers are fed back to the corresponding call centers. The invention guarantees the accuracy and fairness of the NPS evaluation result based on the telephone survey.

Description

Technical field [0001] The present invention relates to the field of communication technologies, and in particular, to an NPS assessment operation method, system, and management platform based on telephone surveys. Background technique [0002] In the face of the industry's homogenization competition and industry differentiation, telecom operator service management has gradually manipulated from traditional customer satisfaction management, referred to as CSM) to new customer experience management (Customer Experience Management, referred to as CEM ) Transformation, through control impact customer perceived key nodes, create a positive effect of enterprise brand commitment, improve customer satisfaction and loyalty, and achieve optimization of customer relationships and customer value. [0003] Net Promoter Score (NPS) is an important indicator of brand reputation, measuring customer experience, which can effectively measure customers to recommend a brand / product / service tend...

Claims

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Application Information

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Patent Type & Authority Patents(China)
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