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Method for generating quality detecting data of calling center

A call center and data technology, applied in the field of quality inspection data generation, can solve problems such as insufficient data, personnel management risks, and failure to generate reports, etc., to achieve the effect of improving work efficiency and eliminating the influence of subjective factors

Inactive Publication Date: 2006-11-08
CALLRAY COMM
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  • Application Information

AI Technical Summary

Problems solved by technology

As far as the current status of data collection in the call center is concerned, it is generally manually scored subjectively based on feelings. Finally, each operator has a corresponding score, which is used as the result of operator performance evaluation. The data obtained in this way are obviously It is not enough, there is only one score, and various reports for job quality evaluation cannot be generated, so that it is impossible to find out what problems exist in the call center, which operators have which problems, and which areas need to be improved, and manual scoring is due to its subjectivity Too large, the standard is not easy to control, making the quality inspection effect very bad, and it is easy to cause risks in personnel management

Method used

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  • Method for generating quality detecting data of calling center
  • Method for generating quality detecting data of calling center

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Embodiment Construction

[0026] combine figure 1 , figure 2 The shown flow chart describes the specific steps of the method for generating call center quality inspection data of the present invention:

[0027] S1) Collect the signals that appear on the output ports of the recording server, CTI (Computer and Telephone Integration) server, IVR (Incoming Voice Navigation System) server, etc., transmit them to the signal collection area, and use part of the signals to form a recording record.

[0028] S2) Screening the signals collected in the signal collection area according to predetermined standards, and storing the screened effective signals in the classified quality inspection signal area.

[0029] S3) Classify and display the signals in the classified quality inspection signal area one by one.

[0030] S4) While displaying each category of quality inspection data, display related parameter sets at the same time, and generate quality inspection result data.

[0031] S5) Receive information about ...

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Abstract

The present invention discloses calling centre quality testing data generation method, referring to signal detection technology. It contains screening signal collecting server output port signal, storing effective signal in classifying quality testing signal area; displaying signal in classifying quality testing signal area and relevant parameter congregation, generating quality testing result data, receiving quality testing result data and storing in quality testing data scratch pad area; reading corresponded parameter congregation and quality testing result data to generate quality testing evaluating report.

Description

technical field [0001] The invention relates to a method for generating quality inspection data, in particular to a method for generating quality inspection data for a call center. Background technique [0002] With the establishment and development of call centers in all walks of life, the work of call center operators has become more and more important to the enterprise. They represent the image of the enterprise and stand at the front line of work, so the quality of their work is affected. Evaluation is also becoming increasingly important. How to better manage the increasing number of operators and evaluate their work performance plays a pivotal role in the collection of a series of performance parameters of the operator's work. These parameters mark the work performance of an operator. Using these data, various reports are generated. It can well reflect the work quality of the entire call center, and call center managers can also use these data to retrain the operators...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/22
Inventor 刘敬伟
Owner CALLRAY COMM
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