Method, device, storage medium and intelligent device for evaluating employee service quality

Abstract

The present application is applicable to the field of information processing technology, and provides an employee service quality evaluation method, apparatus, storage medium and intelligent device, including: obtaining employee evaluation dimensions and corresponding evaluation factors; based on the evaluation factors, obtaining the service records of the employee associated with the evaluation factors; obtaining the preset evaluation models corresponding to the evaluation dimensions and corresponding evaluation factors; and evaluating the employee's service quality according to the preset evaluation model and the service records. The present application can effectively reduce the labor cost of evaluation and improve the reliability of evaluation results.

Description

Technical Field

[0001] The present application relates to the field of information processing technology, and in particular to an employee service quality evaluation method, apparatus, storage medium and intelligent device. Background Art

[0002] With the development of social economy and culture, both consumers and merchants are paying more and more attention to the service experience in the consumption process. Service satisfaction has always been an important part of a merchant's establishment of a good reputation. Among them, the sales service level of the merchant's sales service staff is a key link.

[0003] At present, the real estate sales industry mainly evaluates the sales service quality of sales staff through sales performance and service attitude, and the service attitude of sales staff in the sales service process is mainly evaluated by returning customers and collecting customer feedback. However, arranging specialists to return customers or collect and count questionnaires filled out by customers not only increases costs and has poor timeliness, but also customer return visits or questionnaires contain customers' subjective attitudes and cannot truly reflect the sales service quality of sales staff.

[0004] In summary, in the prior art, the cost of evaluating the service quality of sales service personnel is high, the timeliness is poor, and the reliability of the evaluation results is low. Summary of the invention

[0005] The embodiments of the present application provide a method, apparatus, storage medium and intelligent device for evaluating employee service quality, which can solve the problems in the prior art of high cost, poor timeliness and low reliability of evaluation results in evaluating the service quality of sales service personnel.

[0006] In a first aspect, an embodiment of the present application provides a method for evaluating employee service quality, comprising:

[0007] Obtain employee evaluation dimensions and their corresponding evaluation factors;

[0008] Based on the evaluation factor, obtaining the service record of the employee associated with the evaluation factor;

[0009] Obtaining a preset evaluation model corresponding to the evaluation dimension and its corresponding evaluation factor;

[0010] The service quality of the employee is evaluated according to the preset evaluation model and the service record.

[0011] In a possible implementation of the first aspect, the step of obtaining the employee's evaluation dimensions and their corresponding evaluation factors includes:

[0012] Get the employee's work number;

[0013] Query the job category of the employee according to the employee's work number;

[0014] According to the job category, the evaluation dimension corresponding to the job category and its corresponding evaluation factor are searched in a preset job evaluation dimension comparison table.

[0015] In a possible implementation manner of the first aspect, the step of evaluating the service quality of the employee according to the preset evaluation model and the service record includes:

[0016] Obtaining an evaluation value algorithm of the evaluation factor and a weight of the evaluation factor in the preset evaluation model;

[0017] Determining the evaluation value of the evaluation factor corresponding to the employee according to the service record associated with the evaluation factor and the evaluation value algorithm;

[0018] Calculating the service score of the employee according to the evaluation value of the evaluation factor and the weight of the evaluation factor;

[0019] The service quality of the employee is evaluated according to the service score.

[0020] In a possible implementation manner of the first aspect, the evaluation factor includes a service standardization degree, and the step of acquiring the service record of the employee associated with the evaluation factor based on the evaluation factor specifically includes:

[0021] Obtaining customer information of follow-up services entered by the employee and the service content during the follow-up service process;

[0022] The step of determining the evaluation value of the evaluation factor corresponding to the employee according to the service record associated with the evaluation factor and the evaluation value algorithm specifically includes:

[0023] Determine the information completeness rate of the customer information according to the customer information of the follow-up service entered by the employee and the preset customer information template;

[0024] According to the follow-up content in each follow-up service process, determine the text repetition rate of the service content provided by the employee in the follow-up service process;

[0025] An evaluation value of the service standardization degree is determined according to the information completeness rate and the text repetition rate.

[0026] In a possible implementation of the first aspect, the step of determining, according to the follow-up content in each follow-up service process, a text repetition rate of the service content of the employee in the follow-up service process specifically includes:

[0027] Obtaining follow-up content for each customer served by the employee, wherein the follow-up content includes each follow-up content for the same customer;

[0028] determining a first text repetition rate of the customer provided with follow-up service by the employee according to the follow-up content of each customer provided with follow-up service by the employee;

[0029] Determine, according to each follow-up content of the same customer, a second text repetition rate of the employee's follow-up service for the same customer;

[0030] The text repetition rate of the service content provided by the employee during the follow-up service process is determined according to the first text repetition rate and the second text repetition rate.

[0031] In a possible implementation manner of the first aspect, the evaluation factor includes customer satisfaction, and the step of acquiring, based on the evaluation factor, a service record of the employee associated with the evaluation factor specifically includes:

[0032] Obtaining the interaction content between the employee and the customer during the follow-up service process;

[0033] The step of determining the evaluation value of the evaluation factor corresponding to the employee according to the service record associated with the evaluation factor and the evaluation value algorithm specifically includes:

[0034] Extracting the customer's feedback information from the interactive content;

[0035] An evaluation value corresponding to the customer satisfaction is determined according to the feedback information.

[0036] In a second aspect, an embodiment of the present application provides an employee service quality evaluation device, including:

[0037] An evaluation standard determination unit is used to obtain the employee's evaluation dimensions and their corresponding evaluation factors;

[0038] A service record acquisition unit, configured to acquire, based on the evaluation factor, the service record of the employee associated with the evaluation factor;

[0039] An evaluation model acquisition unit, used to acquire a preset evaluation model corresponding to the evaluation dimension and its corresponding evaluation factor;

[0040] The service quality evaluation unit is used to evaluate the service quality of the employee according to the preset evaluation model and the service record.

[0041] In a third aspect, an embodiment of the present application provides an intelligent device, comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein when the processor executes the computer program, the method for evaluating employee service quality as described in the first aspect above is implemented.

[0042] In a fourth aspect, an embodiment of the present application provides a computer-readable storage medium, wherein the computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the method for evaluating employee service quality as described in the first aspect above is implemented.

[0043] In a fifth aspect, an embodiment of the present application provides a computer program product. When the computer program product is run on a smart device, the smart device executes the method for evaluating employee service quality as described in the first aspect above.

[0044] In an embodiment of the present application, by obtaining the evaluation dimensions of an employee and their corresponding evaluation factors, based on the evaluation factors, obtaining the service records of the employee associated with the evaluation factors, and then obtaining a preset evaluation model corresponding to the evaluation dimensions and their corresponding evaluation factors, and then based on the preset evaluation model and the service records, an intelligent evaluation of the service quality of the employee is achieved, without the need for manual follow-up visits and statistical evaluations, which can effectively reduce labor costs. In addition, since the service quality of the employee is evaluated based on the service records of the employees in the system during the follow-up service process, the evaluation process is objective, and the timeliness of the evaluation is effectively guaranteed, thereby making the reliability of the evaluation results higher. BRIEF DESCRIPTION OF THE DRAWINGS

[0045] In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative labor.

[0046] Figure 1 is a flowchart of an implementation method of an employee service quality evaluation method provided in an embodiment of the present application;

[0047] Figure 2 is a specific implementation flow chart of the employee service quality evaluation method S101 provided in an embodiment of the present application;

[0048] Figure 3 is a specific implementation flow chart of the employee service quality evaluation method S104 provided in an embodiment of the present application;

[0049] Figure 4It is a specific implementation flow chart of determining the text repetition rate in the employee service quality evaluation method provided in the embodiment of the present application;

[0050] Figure 5 is a structural block diagram of an employee service quality evaluation device provided in an embodiment of the present application;

[0051] Figure 6 It is a schematic diagram of a smart device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0052] In the following description, specific details such as specific system structures, technologies, etc. are provided for the purpose of illustration rather than limitation, so as to provide a thorough understanding of the embodiments of the present application. However, it should be clear to those skilled in the art that the present application may also be implemented in other embodiments without these specific details. In other cases, detailed descriptions of well-known systems, devices, circuits, and methods are omitted to prevent unnecessary details from obstructing the description of the present application.

[0053] It should be understood that when used in the present specification and the appended claims, the term "comprising" indicates the presence of described features, wholes, steps, operations, elements and / or components, but does not exclude the presence or addition of one or more other features, wholes, steps, operations, elements, components and / or combinations thereof.

[0054] It should also be understood that the term “and / or” used in the specification and appended claims refers to any and all possible combinations of one or more of the associated listed items, and includes these combinations.

[0055] As used in the specification and appended claims of this application, the term "if" can be interpreted as "when" or "uponce" or "in response to determining" or "in response to detecting", depending on the context. Similarly, the phrase "if it is determined" or "if [described condition or event] is detected" can be interpreted as meaning "uponce it is determined" or "in response to determining" or "uponce [described condition or event] is detected" or "in response to detecting [described condition or event]", depending on the context.

[0056] In addition, in the description of the present application specification and the appended claims, the terms "first", "second", "third", etc. are only used to distinguish the descriptions and cannot be understood as indicating or implying relative importance.

[0057] References to "one embodiment" or "some embodiments" etc. described in the specification of this application mean that one or more embodiments of the present application include specific features, structures or characteristics described in conjunction with the embodiment. Therefore, the statements "in one embodiment", "in some embodiments", "in some other embodiments", "in some other embodiments", etc. that appear in different places in this specification do not necessarily refer to the same embodiment, but mean "one or more but not all embodiments", unless otherwise specifically emphasized in other ways. The terms "including", "comprising", "having" and their variations all mean "including but not limited to", unless otherwise specifically emphasized in other ways.

[0058] The employee service quality evaluation method provided in the embodiment of the present application can be applied to smart terminals such as servers and ultra-mobile personal computers (UMPCs). The embodiment of the present application does not impose any restrictions on the specific types of smart terminals.

[0059] Figure 1 The implementation process of the employee service quality evaluation method provided in the embodiment of the present application is shown, and the method flow includes steps S101 to S104. The specific implementation principle of each step is as follows:

[0060] S101: Obtain employee evaluation dimensions and their corresponding evaluation factors.

[0061] Specifically, the evaluation dimension refers to the scale used to evaluate employees, and the evaluation factor refers to the specific indicator for evaluating employees. The evaluation factors include but are not limited to transaction performance, customer conversion rate, diligence, business standardization, and customer satisfaction. Different evaluation dimensions correspond to different numbers of evaluation factors. In the embodiment of the present application, the same evaluation dimension may correspond to different evaluation factors, or may correspond to the same evaluation factor. For different employees, even if they correspond to the same evaluation dimension, they may correspond to different evaluation factors.

[0062] As an embodiment of the present application, Figure 2 The specific implementation process of step S101 of the employee service quality evaluation method provided in the embodiment of the present application is shown, and is described in detail as follows:

[0063] A1: Get the employee's work number. The work number is a unique code used to identify the employee.

[0064] A2: Query the job category of the employee according to the employee's work number. Specifically, the job category of the employee is determined according to the code value of the specified position in the work number read by the smart device. Exemplarily, the job categories include sales consultant, sales manager, sales director, etc.

[0065] A3: According to the job category, the evaluation dimension corresponding to the job category and its corresponding evaluation factor are searched in the preset job evaluation dimension comparison table. The preset job evaluation dimension comparison table includes the correspondence between each job category, the evaluation dimension and its corresponding evaluation factor. In the embodiment of the present application, the evaluation dimensions corresponding to different job categories may be different or the same, and the evaluation factors corresponding to different job categories may be the same or different, which is not limited here.

[0066] In an embodiment of the present application, the job category corresponding to the number of the employee to be evaluated is queried through a smart device, and the evaluation dimension and its corresponding evaluation factor corresponding to the job category are searched in a preset job evaluation dimension comparison table according to the job category. Different evaluation scales are used for employees of different job categories, and classified evaluation is performed, so that the evaluation of employee service quality is targeted, thereby improving the effectiveness of the evaluation results.

[0067] S102: Based on the evaluation factor, obtain the service record of the employee associated with the evaluation factor.

[0068] Specifically, the service records of the employee associated with the evaluation factor within a specified time period are obtained. For example, the service records within one month before the current service quality evaluation time are obtained. The service records include historical information of the employee in the process of following up on the service customers, such as customer information entered by the employee, follow-up service content, etc. According to the evaluation factors obtained in the above step S101, the service records of the employee associated with the evaluation factors are extracted from the database server. The association relationship between the evaluation factors and the service records is pre-specified, that is, after determining the evaluation factors, the specific content of the service records to be extracted can be determined.

[0069] Optionally, if the evaluation factor is transaction performance, the total transaction performance value of the employee is extracted from the database server, and the higher the total transaction performance value, the higher the evaluation value corresponding to the transaction performance; if the evaluation factor is customer conversion rate, the total number of customers served by the employee and the total number of customers who finally completed the transaction are extracted from the database server, and the customer conversion rate is determined based on the total number of customers who finally completed the transaction and the total number of customers served, for example, the customer conversion rate is determined based on the ratio of the total number of customers who finally completed the transaction to the total number of customers served; if the evaluation factor is diligence, the total number of customers served by the employee and the frequency of follow-up services are extracted from the database server , determining an evaluation value corresponding to diligence according to the total number of customers served by the employee and the frequency of the follow-up service. For example, the more customers the employee serves and the higher the frequency of the follow-up service, the higher the evaluation value corresponding to diligence. If the evaluation factor is business standardization, then extracting the customer information of the follow-up service entered by the employee and the service content during the follow-up service process from the database server, and determining the business standardization according to the customer information and the service content during the follow-up service process. If the evaluation factor is customer satisfaction, then extracting the interaction content between the employee and the customer during the follow-up service process from the database server, and determining the satisfaction according to the interaction content.

[0070] In an embodiment of the present application, based on the evaluation factors, service records associated with the evaluation factors corresponding to the employee are extracted from the database server for evaluation. The service records can objectively reflect the employee's service process, thereby making the evaluation results of the service quality objective and reliable.

[0071] S103: Obtain a preset evaluation model corresponding to the evaluation dimension and its corresponding evaluation factor.

[0072] In the embodiment of the present application, the evaluation factors corresponding to the same evaluation dimension are not necessarily the same. A specific number of preset evaluation models are pre-trained to establish a mapping relationship between the preset evaluation model and the evaluation dimension and its corresponding evaluation factor. The preset evaluation model is used for evaluating the quality of service.

[0073] S104: Evaluate the service quality of the employee according to the preset evaluation model and the service record.

[0074] Optionally, as an embodiment of the present application, Figure 3 The specific implementation process of step S104 of the employee service quality evaluation method provided in the embodiment of the present application is shown, and is described in detail as follows:

[0075] B1: Obtain the evaluation value algorithm of the evaluation factor in the preset evaluation model and the weight of the evaluation factor. The evaluation value algorithm of the evaluation factor is preset in the preset evaluation model, and the weight of the evaluation factor is specified, which is used to identify the proportion of the evaluation factor. The evaluation value algorithm is used to calculate the evaluation value of the evaluation factor. For example, if the evaluation dimension corresponding to the employee is 3, and the corresponding evaluation factors are transaction performance, customer conversion rate and business standardization, obtain the evaluation value algorithm and weight of the transaction performance, customer conversion rate and business standardization in the preset evaluation model.

[0076] B2: Determine the evaluation value of the evaluation factor corresponding to the employee according to the service record associated with the evaluation factor and the evaluation value algorithm.

[0077] For example, as an embodiment of the present application, if the evaluation factor includes service standardization, the customer information of the follow-up service entered by the employee and the service content during the follow-up service process are obtained. Specifically, when the employee follows up on the customer, the employee needs to enter the customer information into the database server. The above step B2 specifically includes:

[0078] C1: Determine the information completeness rate of the customer information entered by the employee for follow-up service based on the preset customer information template. Compare the customer information entered by the employee with the preset customer information template, and determine the information completeness rate of the entered customer information based on the comparison result.

[0079] C2: According to the follow-up content in each follow-up service process, determine the text repetition rate of the follow-up content of the employee in the follow-up service process. The follow-up content includes but is not limited to text and voice. If the follow-up content is voice, perform voice recognition to obtain the text corresponding to the voice. Compare the text of the follow-up content obtained in each follow-up service process to determine the text repetition of the follow-up content. Optionally, the employee has multiple customers for follow-up services, and the same customer is followed up more than once. Figure 4 As shown, the above step C2 specifically includes:

[0080] C21: Obtain the follow-up content of each customer for which the employee provides follow-up service, wherein the follow-up content includes each follow-up content of the same customer.

[0081] C22: Determine the first text repetition rate of the customers of the employee follow-up service based on the follow-up content of each customer of the employee follow-up service. Compare the follow-up contents of multiple customers of the employee follow-up service in pairs, and determine the first text repetition rate based on the average of the multiple pairwise comparison results. For example, the total number of customers of the employee follow-up service is 3, compare the follow-up content of the first customer of the follow-up service with the follow-up content of the second customer of the follow-up service, and determine the first repetition rate based on the comparison result, compare the follow-up content of the first customer of the follow-up service with the follow-up content of the third customer of the follow-up service, and determine the second repetition rate based on the comparison result, compare the follow-up content of the second customer of the follow-up service with the follow-up content of the third customer of the follow-up service, and determine the third repetition rate based on the comparison result, and determine the average of the first repetition rate, the second repetition rate, and the third repetition rate as the first text repetition rate of the customers of the employee follow-up service.

[0082] C23: Determine the second text repetition rate of the employee's follow-up service to the same customer based on the follow-up content of each time for the same customer. For example, the total number of times the employee follows up on the same customer is 3, compare the follow-up content of the first follow-up service to the same customer with the follow-up content of the second follow-up service to the same customer, determine the first repetition rate based on the comparison result, compare the follow-up content of the first follow-up service to the same customer with the follow-up content of the third follow-up service to the same customer, determine the second repetition rate based on the comparison result, compare the follow-up content of the second follow-up service to the same customer with the follow-up content of the third follow-up service to the same customer, determine the third repetition rate based on the comparison result, and determine the average of the first repetition rate, the second repetition rate, and the third repetition rate as the second text repetition rate of the customer served by the employee.

[0083] C24: Determine the text repetition rate of the service content of the employee during the follow-up service process according to the first text repetition rate and the second text repetition rate. Specifically, assign corresponding weights to the first text repetition rate and the second text repetition rate, respectively, and determine the text repetition rate of the service content of the employee during the follow-up service process in combination with the weights.

[0084] In an embodiment of the present application, the text repetition rate of the service content of the employee during the follow-up service process is determined through two levels: the follow-up content of multiple customers and the multiple follow-up contents of the same customer, so that the determined text repetition rate is more comprehensive, thereby improving the reliability of the evaluation factor.

[0085] C3: Determine the evaluation value of the service standardization according to the information completeness rate and the text repetition rate.

[0086] In the embodiment of the present application, the evaluation value of the evaluation factor of service standardization is related to both the information completeness rate and the text repetition rate. If the information completeness rate is lower than the preset completeness rate, or the text repetition rate is higher than the preset repetition rate, the evaluation value of the service standardization will be reduced.

[0087] For example, as an embodiment of the present application, if the evaluation factor includes customer satisfaction, the interaction content between the employee and the customer during the follow-up service is obtained. The above step B2 specifically includes:

[0088] D1: Extract the customer's feedback information from the interaction content. The interaction content refers to the interaction between the employee and the customer during the follow-up service process. The interaction content may be one or more of text information, voice information, and video information. The interaction content includes the information sent by the employee and the customer's feedback information.

[0089] D2: Determine the evaluation value corresponding to the customer satisfaction according to the feedback information. Specifically, identify keywords in the feedback information, and determine the evaluation value of the customer satisfaction according to the identified keywords. Optionally, input the feedback information into a pre-trained neural network model for evaluating customer satisfaction to obtain the evaluation value corresponding to the customer satisfaction.

[0090] Optionally, the employee provides follow-up services to multiple customers, determines the satisfaction of each customer separately, and determines an evaluation value corresponding to the customer satisfaction of the employee based on the satisfaction of the multiple customers.

[0091] B3: Calculate the service score of the employee according to the evaluation value of the evaluation factor and the weight of the evaluation factor. For example, the evaluation factors of the employee include transaction performance, customer conversion rate, diligence, business standardization and customer satisfaction, the weight of transaction performance is 50%, the weight of customer conversion rate is 15%, the weight of diligence is 15%, the weight of business standardization is 10%, and the customer satisfaction is 10%. The service score of the employee is the evaluation value of transaction performance × 50% + the evaluation value of customer conversion rate × 15% + the evaluation value of diligence × 15% + the evaluation value of business standardization × 10% + the evaluation value of customer satisfaction × 10%.

[0092] B4: Evaluate the employee's service quality based on the service score.

[0093] Specifically, according to the service score, a service quality report corresponding to the service score is generated, and the service quality of the employee is evaluated according to the service quality report. In an embodiment of the present application, a deep learning model can be used to evaluate the service quality of the employee according to the service score.

[0094] Optionally, in an embodiment of the present application, a spider graph is generated based on the employee's evaluation dimensions and their corresponding evaluation factors, as well as the service score, and the spider graph is pushed to a designated smart device.

[0095] In an embodiment of the present application, by obtaining the evaluation dimensions of an employee and their corresponding evaluation factors, based on the evaluation factors, obtaining the service records of the employee associated with the evaluation factors, and then obtaining a preset evaluation model corresponding to the evaluation dimensions and their corresponding evaluation factors, and then based on the preset evaluation model and the service records, an intelligent evaluation of the service quality of the employee is implemented, without the need for manual follow-up visits and statistical evaluations, which can effectively reduce labor costs. In addition, since the service quality of the employee is evaluated based on the service records of the employees in the system during the follow-up service process, the evaluation process is objective, and the timeliness of the evaluation is effectively guaranteed, thereby making the reliability of the evaluation results higher.

[0096] It should be understood that the size of the serial numbers of the steps in the above embodiments does not mean the order of execution. The execution order of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiments of the present application.

[0097] Corresponding to the evaluation method of employee service quality described in the above embodiment, Figure 5 A structural block diagram of an employee service quality evaluation device provided in an embodiment of the present application is shown. For ease of explanation, only the parts related to the embodiment of the present application are shown.

[0098] Reference Figure 5 The employee service quality evaluation device includes: an evaluation standard determination unit 51, a service record acquisition unit 52, an evaluation model acquisition unit 53, and a service quality evaluation unit 54, wherein:

[0099] An evaluation standard determination unit 51 is used to obtain employee evaluation dimensions and corresponding evaluation factors;

[0100] A service record acquisition unit 52, configured to acquire, based on the evaluation factor, the service record of the employee associated with the evaluation factor;

[0101] An evaluation model acquisition unit 53 is used to acquire a preset evaluation model corresponding to the evaluation dimension and its corresponding evaluation factor;

[0102] The service quality evaluation unit 54 is used to evaluate the service quality of the employee according to the preset evaluation model and the service record.

[0103] Optionally, the evaluation criterion determination unit 51 includes:

[0104] A work number determination module, used to obtain the work number of the employee;

[0105] A job category determination module, used to query the job category of the employee according to the employee's work number;

[0106] The evaluation dimension and evaluation factor determination module is used to search for the evaluation dimension and its corresponding evaluation factor corresponding to the job category in a preset job evaluation dimension comparison table according to the job category.

[0107] Optionally, the service quality evaluation unit 54 includes:

[0108] An evaluation algorithm determination module, used to obtain an evaluation value algorithm of the evaluation factor and a weight of the evaluation factor in the preset evaluation model;

[0109] An evaluation value determination module, used to determine the evaluation value of the evaluation factor corresponding to the employee according to the service record associated with the evaluation factor and the evaluation value algorithm;

[0110] A service scoring module, used to calculate the service score of the employee according to the evaluation value of the evaluation factor and the weight of the evaluation factor;

[0111] A quality assessment module is used to assess the service quality of the employee according to the service score.

[0112] Optionally, the evaluation factor includes a service standardization degree, and the service record acquisition unit 52 includes:

[0113] A first content acquisition module is used to acquire the customer information of the follow-up service entered by the employee and the service content during the follow-up service process;

[0114] The evaluation value determination module specifically includes:

[0115] A completeness rate determination submodule, used to determine the information completeness rate of the customer information according to the customer information of the follow-up service entered by the employee and a preset customer information template;

[0116] A repetition rate determination submodule, used to determine the text repetition rate of the service content of the employee in the follow-up service process according to the follow-up content in each follow-up service process;

[0117] The first evaluation value determination submodule is used to determine the evaluation value of the service standardization degree according to the information completeness rate and the text repetition rate.

[0118] Optionally, the repetition rate determination submodule includes:

[0119] A follow-up content determination submodule is used to obtain the follow-up content of each customer provided with follow-up services by the employee, wherein the follow-up content includes the follow-up content of each time for the same customer;

[0120] A first text repetition rate determination submodule, configured to determine a first text repetition rate of a customer provided with follow-up service by the employee according to the follow-up content of each customer provided with follow-up service by the employee;

[0121] A second text repetition rate determination submodule, for determining a second text repetition rate of the employee's follow-up service for the same customer according to the follow-up content of each time for the same customer;

[0122] The text repetition rate determination submodule is used to determine the text repetition rate of the service content of the employee during the follow-up service process according to the first text repetition rate and the second text repetition rate.

[0123] Optionally, the evaluation factor includes customer satisfaction, and the service record acquisition unit 52 includes:

[0124] The second content acquisition module is used to acquire the interaction content between the employee and the customer during the process of following up and serving the customer.

[0125] The evaluation value determination module specifically includes:

[0126] A feedback information extraction submodule, used to extract the customer's feedback information from the interactive content;

[0127] The second evaluation value determination submodule is used to determine the evaluation value corresponding to the customer satisfaction according to the feedback information.

[0128] In an embodiment of the present application, by obtaining the evaluation dimensions of an employee and their corresponding evaluation factors, based on the evaluation factors, obtaining the service records of the employee associated with the evaluation factors, and then obtaining a preset evaluation model corresponding to the evaluation dimensions and their corresponding evaluation factors, and then based on the preset evaluation model and the service records, an intelligent evaluation of the service quality of the employee is implemented, without the need for manual follow-up visits and statistical evaluations, which can effectively reduce labor costs. In addition, since the service quality of the employee is evaluated based on the service records of the employees in the system during the follow-up service process, the evaluation process is objective, and the timeliness of the evaluation is effectively guaranteed, thereby making the reliability of the evaluation results higher.

[0129] It should be noted that the information interaction, execution process, etc. between the above-mentioned devices / units are based on the same concept as the method embodiment of the present application. Their specific functions and technical effects can be found in the method embodiment part and will not be repeated here.

[0130] The present application also provides a computer-readable storage medium storing computer-readable instructions. When the computer-readable instructions are executed by a processor, the following is achieved: Figures 1 to 4The steps of any method for evaluating employee service quality are represented.

[0131] The embodiment of the present application also provides an intelligent device, including a memory, a processor, and computer-readable instructions stored in the memory and executable on the processor, wherein when the processor executes the computer-readable instructions, the following is achieved: Figures 1 to 4 The steps of any method for evaluating employee service quality are represented.

[0132] The present application also provides a computer program product, which, when executed on a server, enables the server to execute the following Figures 1 to 4 The steps of any method for evaluating employee service quality are represented.

[0133] Figure 6 Schematic diagram of a smart device provided by an embodiment of the present application. Figure 6 As shown, the smart device 6 of this embodiment includes: a processor 60, a memory 61, and a computer-readable instruction 62 stored in the memory 61 and executable on the processor 60. When the processor 60 executes the computer-readable instruction 62, the steps in the above-mentioned employee service quality evaluation method embodiments are implemented, for example Figure 1 Alternatively, when the processor 60 executes the computer-readable instructions 62, the functions of each module / unit in the above-mentioned device embodiments are realized, for example, Figure 5 The functions of the units 51 to 54 are shown.

[0134] Exemplarily, the computer-readable instructions 62 may be divided into one or more modules / units, which are stored in the memory 61 and executed by the processor 60 to complete the present application. The one or more modules / units may be a series of computer-readable instruction segments capable of completing specific functions, which are used to describe the execution process of the computer-readable instructions 62 in the smart device 6.

[0135] The smart device 6 may be a computing device such as a desktop computer, a notebook, a PDA, or a cloud server. The smart device 6 may include, but is not limited to, a processor 60 and a memory 61. Those skilled in the art will appreciate that Figure 6 It is only an example of the smart device 6 and does not constitute a limitation of the smart device 6. It may include more or fewer components than shown in the figure, or a combination of certain components, or different components. For example, the smart device 6 may also include input and output devices, network access devices, buses, etc.

[0136] The processor 60 may be a central processing unit (CPU), or other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), field-programmable gate arrays (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. A general-purpose processor may be a microprocessor or any conventional processor, etc.

[0137] The memory 61 may be an internal storage unit of the smart device 6, such as a hard disk or memory of the smart device 6. The memory 61 may also be an external storage device of the smart device 6, such as a plug-in hard disk, a smart media card (SMC), a secure digital (SD) card, a flash card, etc. equipped on the smart device 6. Further, the memory 61 may also include both an internal storage unit and an external storage device of the smart device 6. The memory 61 is used to store the computer-readable instructions and other programs and data required by the smart device. The memory 61 may also be used to temporarily store data that has been output or is to be output.

[0138] It should be noted that the information interaction, execution process, etc. between the above-mentioned devices / units are based on the same concept as the method embodiment of the present application. Their specific functions and technical effects can be found in the method embodiment part and will not be repeated here.

[0139] The technicians in the relevant field can clearly understand that for the convenience and simplicity of description, only the division of the above-mentioned functional units and modules is used as an example for illustration. In practical applications, the above-mentioned function allocation can be completed by different functional units and modules as needed, that is, the internal structure of the device can be divided into different functional units or modules to complete all or part of the functions described above. The functional units and modules in the embodiment can be integrated in a processing unit, or each unit can exist physically separately, or two or more units can be integrated in one unit. The above-mentioned integrated unit can be implemented in the form of hardware or in the form of software functional units. In addition, the specific names of the functional units and modules are only for the convenience of distinguishing each other, and are not used to limit the scope of protection of this application. The specific working process of the units and modules in the above-mentioned system can refer to the corresponding process in the aforementioned method embodiment, which will not be repeated here.

[0140] If the integrated unit is implemented in the form of a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the present application implements all or part of the processes in the above-mentioned embodiment method, which can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a computer-readable storage medium, and the computer program can implement the steps of the above-mentioned various method embodiments when executed by the processor. Among them, the computer program includes computer program code, and the computer program code can be in source code form, object code form, executable file or some intermediate form. The computer-readable medium may at least include: any entity or device that can carry the computer program code to the device / terminal device, a recording medium, a computer memory, a read-only memory (ROM, Read-Only Memory), a random access memory (RAM, Random Access Memory), an electric carrier signal, a telecommunication signal, and a software distribution medium. For example, a USB flash drive, a mobile hard disk, a magnetic disk or an optical disk. In some jurisdictions, according to legislation and patent practice, computer-readable media cannot be electric carrier signals and telecommunication signals.

[0141] In the above embodiments, the description of each embodiment has its own emphasis. For parts that are not described or recorded in detail in a certain embodiment, reference can be made to the relevant descriptions of other embodiments.

[0142] The embodiments described above are only used to illustrate the technical solutions of the present application, rather than to limit them. Although the present application has been described in detail with reference to the aforementioned embodiments, a person skilled in the art should understand that the technical solutions described in the aforementioned embodiments may still be modified, or some of the technical features may be replaced by equivalents. Such modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present application, and should all be included in the protection scope of the present application.

Claims

1. A method for evaluating employee service quality, characterized in that: include: Obtaining employee evaluation dimensions and their corresponding evaluation factors, wherein the evaluation dimensions refer to the scales used to evaluate employees, and the evaluation factors refer to specific indicators for evaluating employees, and different evaluation dimensions correspond to different numbers of evaluation factors; Based on the evaluation factor, obtaining the service record of the employee associated with the evaluation factor from a database server, including: obtaining the customer information of the follow-up service entered by the employee and the service content in the follow-up service process; Obtaining a preset evaluation model corresponding to the evaluation dimension and its corresponding evaluation factor, wherein the preset evaluation model is used for evaluating service quality; According to the preset evaluation model and the service record, the service quality of the employee is evaluated, including: Obtaining an evaluation value algorithm of the evaluation factor and a weight of the evaluation factor in the preset evaluation model, wherein the evaluation factor includes a service standardization degree; Determine the evaluation value of the evaluation factor corresponding to the employee according to the service records associated with the evaluation factor and the evaluation value algorithm, including: determine the information completeness rate of the customer information according to the customer information of the follow-up service entered by the employee and the preset customer information template; determine the text repetition rate of the service content of the employee in the follow-up service process according to the follow-up content in each follow-up service process; determine the evaluation value of the service standardization according to the information completeness rate and the text repetition rate; Among them, the step of determining the text repetition rate of the service content of the employee in the follow-up service process according to the follow-up content in each follow-up service process includes: obtaining the follow-up content of each customer of the employee's follow-up service, and the follow-up content includes the follow-up content of each time for the same customer; determining the first text repetition rate of the customer of the employee's follow-up service according to the follow-up content of each customer of the employee's follow-up service, including: comparing the follow-up contents of multiple customers of the employee's follow-up service in pairs, and determining the first text repetition rate according to the average of multiple pairwise comparison results; determining the second text repetition rate of the employee's follow-up service to the same customer according to the follow-up content of each time for the same customer, including: the total number of times the employee follows up on the same customer is 3, and Compare the follow-up content of the same customer in the first follow-up service with the follow-up content of the same customer in the second follow-up service, determine a first repetition rate according to the comparison result, compare the follow-up content of the same customer in the first follow-up service with the follow-up content of the same customer in the third follow-up service, determine a second repetition rate according to the comparison result, compare the follow-up content of the same customer in the second follow-up service with the follow-up content of the same customer in the third follow-up service, determine a third repetition rate according to the comparison result, determine the average of the first repetition rate, the second repetition rate and the third repetition rate as the second text repetition rate of the customer provided by the employee's follow-up service; determine the text repetition rate of the service content provided by the employee during the follow-up service process according to the first text repetition rate and the second text repetition rate; Calculating the service score of the employee according to the evaluation value of the evaluation factor and the weight of the evaluation factor; The service quality of the employee is evaluated according to the service score.

2. The evaluation method according to claim 1, characterized in that: The step of obtaining the employee's evaluation dimensions and their corresponding evaluation factors includes: Get the employee's work number; Query the job category of the employee according to the employee's work number; According to the job category, the evaluation dimension corresponding to the job category and its corresponding evaluation factor are searched in a preset job evaluation dimension comparison table.

3. The evaluation method according to claim 1, characterized in that: The evaluation factor includes customer satisfaction, and the step of obtaining the service record of the employee associated with the evaluation factor based on the evaluation factor specifically includes: Obtaining the interaction content between the employee and the customer during the follow-up service process; The step of determining the evaluation value of the evaluation factor corresponding to the employee according to the service record associated with the evaluation factor and the evaluation value algorithm specifically includes: Extracting the customer's feedback information from the interactive content; An evaluation value corresponding to the customer satisfaction is determined according to the feedback information.

4. A device for evaluating employee service quality, characterized in that: include: An evaluation standard determination unit, used to obtain evaluation dimensions of employees and their corresponding evaluation factors, wherein the evaluation dimensions refer to the scales used to evaluate employees, and the evaluation factors refer to the specific indicators for evaluating employees, and different evaluation dimensions correspond to different numbers of evaluation factors; A service record acquisition unit, configured to extract and acquire the service record of the employee associated with the evaluation factor from a database server based on the evaluation factor; An evaluation model acquisition unit, used to acquire a preset evaluation model corresponding to the evaluation dimension and its corresponding evaluation factor, wherein the preset evaluation model is used for evaluating the service quality; A service quality evaluation unit, configured to evaluate the service quality of the employee according to the preset evaluation model and the service record; The service quality evaluation unit comprises: An evaluation algorithm determination module, used to obtain an evaluation value algorithm of the evaluation factor in the preset evaluation model and a weight of the evaluation factor, wherein the evaluation factor includes a service standardization degree; An evaluation value determination module is used to determine the evaluation value of the evaluation factor corresponding to the employee according to the service records associated with the evaluation factor and the evaluation value algorithm, including: determining the information completeness rate of the customer information according to the customer information of the follow-up service entered by the employee and a preset customer information template; determining the text repetition rate of the service content of the employee in the follow-up service process according to the follow-up content in each follow-up service process; determining the evaluation value of the service standardization according to the information completeness rate and the text repetition rate; wherein, the step of determining the text repetition rate of the service content of the employee in the follow-up service process according to the follow-up content in each follow-up service process includes: obtaining the follow-up content of each customer of the employee's follow-up service, the follow-up content includes each follow-up content of the same customer; determining the first text repetition rate of the customer of the employee's follow-up service according to the follow-up content of each customer of the employee's follow-up service, including: comparing the follow-up contents of multiple customers of the employee's follow-up service in pairs, and comparing the text repetition rate of the customer of the employee's follow-up service according to the follow-up content of multiple customers; The mean of the pairwise comparison results is determined as the first text repetition rate; according to the follow-up content of each time of the same customer, the second text repetition rate of the employee's follow-up service to the same customer is determined, including: the total number of times the employee follows up the same customer is 3, the follow-up content of the first follow-up service to the same customer is compared with the follow-up content of the second follow-up service to the same customer, and the first repetition rate is determined according to the comparison result, the follow-up content of the first follow-up service to the same customer is compared with the follow-up content of the third follow-up service to the same customer, and the second repetition rate is determined according to the comparison result, the follow-up content of the second follow-up service to the same customer is compared with the follow-up content of the third follow-up service to the same customer, and the third repetition rate is determined according to the comparison result, and the mean of the first repetition rate, the second repetition rate and the third repetition rate is determined as the second text repetition rate of the customer of the employee's follow-up service; according to the first text repetition rate and the second text repetition rate, the text repetition rate of the service content of the employee during the follow-up service process is determined; A service scoring module, used to calculate the service score of the employee according to the evaluation value of the evaluation factor and the weight of the evaluation factor; The quality assessment module is used to assess the service quality of the employee according to the service score.

5. An intelligent device, comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, characterized in that: When the processor executes the computer program, the method for evaluating employee service quality according to any one of claims 1 to 3 is implemented.

6. A computer-readable storage medium storing a computer program, characterized in that: When the computer program is executed by a processor, the method for evaluating employee service quality according to any one of claims 1 to 3 is implemented.

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