Method for generating quality detecting data of calling center

A call center and data technology, applied in nan, electrical components, wireless communication services, etc., can solve problems such as insufficient data, personnel management risks, and poor quality inspection results, so as to improve work efficiency and eliminate the influence of subjective factors Effect

Inactive Publication Date: 2011-03-16
CALLRAY COMM
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  • Description
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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
  • Method for generating quality detecting data of calling center

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Experimental program
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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, computer and telephone integration CTI server, incoming language navigation system IVR 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 the corresponding ...

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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 present invention involves the production method of quality inspection data, and specially involves the production method of the quality inspection data of the call center. Background technique [0002] With the establishment and development of call centers from all walks of life, the impact of the work of the call center's internal calligators on the enterprise is becoming more and more important. They represent the image of the enterprise and stand on the front line of work. ThereforeEvaluation has become increasingly important.How to better manage the increasingly more increasing number of the operators, evaluate the performance of their work, and play a pivotal role in the collection of a series of performance parameters of the operator. These parameters marks the performance of a reporter to use these data to generate various reports.It can be well reflected in the quality of the entire call center, and the managers of the call center can also use ...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04W4/00H04M3/22
Inventor 刘敬伟
Owner CALLRAY COMM
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