Insurance customer service ability assessment method, system, electronic device and storage medium

Abstract

The present invention relates to the technical field of customer service capability assessment, and specifically discloses an insurance customer service capability assessment method, system, electronic device and storage medium, the method comprising: based on the target assessment capability item of the insurance customer service to be assessed, retrieving the target customer service quality data of the insurance customer service to be assessed from a multi-source insurance database; using the target capability assessment model associated with the target assessment capability item, and combining the target customer service quality data, obtaining the capability assessment result of the insurance customer service to be assessed. While automatically realizing the insurance customer service capability assessment, the present invention can also solve the problems of the traditional method of long time consumption, low efficiency, inconsistent standards and calculation result errors, thereby improving operational efficiency.

Description

Background Art

[0002] The traditional model of insurance customer service capability assessment requires manual statistics of insurance scenario-related data such as quality inspection, complaint tickets, and interactive voice response (IVR) satisfaction, extracting relevant service capabilities and determining capability assessment results based on specific rules, thereby determining relevant insurance service operation plans. However, the current processing of large amounts of statistical data is inefficient, time-consuming, and has inconsistent standards, resulting in errors in the insurance customer service capability assessment process, which in turn affects operational results.

[0003] Therefore, it is urgent to provide a technical solution to solve the above problems. Summary of the invention

[0004] In order to solve the above technical problems, the present invention provides an insurance customer service ability assessment method, system, electronic device and storage medium.

[0005] In a first aspect, the present invention provides a method for assessing insurance customer service ability, and the technical solution of the method is as follows:

[0006] Based on the target assessment capability item of the insurance customer service to be assessed, retrieve the target customer service quality data of the insurance customer service to be assessed from the multi-source insurance database;

[0007] The target capability assessment model associated with the target assessment capability item is utilized, and combined with the target customer service quality data, to obtain the capability assessment result of the insurance customer service to be assessed.

[0008] The beneficial effects of the insurance customer service ability assessment method of the present invention are as follows:

[0009] The method of the present invention can not only automatically realize the insurance customer service ability assessment, but also solve the problems of the traditional method such as long time consumption, low efficiency, inconsistent standards and calculation result errors, thereby improving operational efficiency.

[0010] On the basis of the above scheme, the insurance customer service ability assessment method of the present invention can also be improved as follows.

[0011] In an optional manner, the target assessment ability items are: professional ability items, communication skills ability items, emotion management ability items, complaint resolution ability items or service awareness ability items;

[0012] When the target assessment capability item is the professional capability item, the target customer service quality data is the business dimension data in the quality inspection detail data;

[0013] When the target assessment capability item is the communication skill capability item, the target customer service quality data is the communication dimension data in the quality inspection detail data;

[0014] When the target assessment capability item is the emotion management capability item, the target customer service quality data is the emotion dimension data in the quality inspection detail data;

[0015] When the target assessment capability item is the complaint resolution capability item, the target customer service quality data is the complaint work order data;

[0016] When the target assessment capability item is the service awareness capability item, the target customer service quality data is IVR satisfaction data.

[0017] In an optional manner, the ability assessment result includes: the work number, name, ability assessment value and ability assessment level of the insurance customer service representative to be assessed.

[0018] In an optional manner, each target capability assessment model associated with each assessment capability item corresponds to a capability calculation rule;

[0019] The ability calculation rule corresponding to the target ability assessment model associated with the professional ability item is: determine the ability assessment value according to the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the business dimension to the number of all quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score;

[0020] The ability calculation rule corresponding to the target ability assessment model associated with the communication skill ability item is: the ability assessment value is determined according to the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the communication dimension to the number of all quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score;

[0021] The ability calculation rule corresponding to the target ability assessment model associated with the emotion management ability item is: the ability assessment value is determined according to the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the emotion dimension to the number of all quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score;

[0022] The capability calculation rule corresponding to the target capability assessment model associated with the complaint resolution capability item is: the capability assessment value is determined according to the ratio of the number of successfully resolved complaint work orders to the number of all complaint work orders;

[0023] The capability calculation rule corresponding to the target capability assessment model associated with the service awareness capability item is: the capability assessment value is determined according to the ratio of the number of evaluations that are very satisfied or satisfied to the number of all participating evaluations.

[0024] In an optional manner, the multi-source insurance database includes: a property insurance operation database, a life insurance operation database and a public platform database; the step of retrieving the target customer service quality data of the insurance customer service to be assessed from the multi-source insurance database includes:

[0025] According to the insurance business type corresponding to the insurance customer service to be assessed, the target customer service quality data of the insurance customer service to be assessed is retrieved from at least one database among the property insurance operation database, the life insurance operation database and the public platform database.

[0026] In a second aspect, the present invention provides an insurance customer service capability assessment system, the technical solution of which is as follows:

[0027] Includes: acquisition module and operation module;

[0028] The acquisition module is used to retrieve the target customer service quality data of the insurance customer service to be assessed from the multi-source insurance database based on the target assessment capability item of the insurance customer service to be assessed;

[0029] The operation module is used to: use the target capability assessment model associated with the target assessment capability item and combine it with the target customer service quality data to obtain the capability assessment result of the insurance customer service to be assessed.

[0030] The beneficial effects of the insurance customer service ability assessment system of the present invention are as follows:

[0031] The system of the present invention can not only automatically realize the insurance customer service ability assessment, but also solve the problems of the traditional method such as long time consumption, low efficiency, inconsistent standards and calculation result errors, thereby improving operational efficiency.

[0032] Based on the above solution, the insurance customer service ability assessment system of the present invention can also be improved as follows.

[0033] In an optional manner, the target assessment ability items are: professional ability items, communication skills ability items, emotion management ability items, complaint resolution ability items or service awareness ability items;

[0034] When the target assessment capability item is the professional capability item, the target customer service quality data is the business dimension data in the quality inspection detail data;

[0035] When the target assessment capability item is the communication skill capability item, the target customer service quality data is the communication dimension data in the quality inspection detail data;

[0036] When the target assessment capability item is the emotion management capability item, the target customer service quality data is the emotion dimension data in the quality inspection detail data;

[0037] When the target assessment capability item is the complaint resolution capability item, the target customer service quality data is the complaint work order data;

[0038] When the target assessment capability item is the service awareness capability item, the target customer service quality data is IVR satisfaction data.

[0039] In an optional manner, the ability assessment result includes: the work number, name, ability assessment value and ability assessment level of the insurance customer service representative to be assessed.

[0040] In a third aspect, a technical solution of an electronic device of the present invention is as follows:

[0041] It includes a memory, a processor, and a program stored in the memory and running on the processor. When the processor executes the program, the steps of the insurance customer service ability assessment method of the present invention are implemented.

[0042] In a fourth aspect, the present invention provides a computer-readable storage medium having the following technical solution:

[0043] Instructions are stored in the computer-readable storage medium. When the computer-readable storage medium reads the instructions, the computer-readable storage medium executes the steps of the insurance customer service ability assessment method of the present invention.

[0044] The above description is only an overview of the technical solution of the present invention. In order to more clearly understand the technical means of the present invention, it can be implemented according to the contents of the specification. In order to make the above and other purposes, features and advantages of the present invention more obvious and easy to understand, the specific implementation methods of the present invention are listed below. BRIEF DESCRIPTION OF THE DRAWINGS

[0045] The accompanying drawings are only used to illustrate the embodiments and are not to be considered as limiting the present invention. In addition, the same reference symbols are used to represent the same components throughout the accompanying drawings. In the accompanying drawings:

[0046] Figure 1 A flowchart of an embodiment of a method for assessing insurance customer service ability according to the present invention;

[0047] Figure 2 A schematic diagram of the structure of an embodiment of an insurance customer service ability assessment system of the present invention;

[0048] Figure 3 The figure is a schematic structural diagram of an embodiment of an electronic device of the present invention. DETAILED DESCRIPTION

[0049] Exemplary embodiments of the present invention will be described in more detail below with reference to the accompanying drawings. Although exemplary embodiments of the present invention are shown in the drawings, it should be understood that the present invention can be implemented in various forms and should not be limited to the embodiments set forth herein.

[0050] Figure 1A flow chart of an embodiment of an insurance customer service capability assessment method provided by the present invention is shown, and the insurance customer service capability assessment method can be executed by an electronic device such as a terminal device or a server. The terminal device can be any fixed or mobile terminal such as a user equipment (UE), a mobile device, a user terminal, a terminal, a cellular phone, a cordless phone, a personal digital assistant (PDA), a handheld device, a computing device, a vehicle-mounted device, a wearable device, etc. The server can be a single server or a server cluster composed of multiple servers. Any electronic device can implement the insurance customer service capability assessment method by calling computer-readable instructions stored in a memory through a processor. Figure 1 As shown, the following steps are included:

[0051] S1. Based on the target assessment capability item of the insurance customer service to be assessed, the target customer service quality data of the insurance customer service to be assessed is retrieved from a multi-source insurance database.

[0052] The insurance customer service personnel to be assessed are customer service personnel who need to be assessed for their insurance customer service capabilities in this embodiment. According to the type of insurance business, the customer service personnel can be property insurance customer service personnel or life insurance customer service personnel; according to the service form and channel, the customer service personnel can be telephone customer service personnel, video customer service personnel or network customer service personnel, and there is no restriction here.

[0053] Among them, the target assessment ability items are: assessment ability items that are randomly screened or manually selected. Assessment ability items include but are not limited to: professional ability items, communication skills ability items, emotional management ability items, complaint resolution ability items, and service awareness ability items. The target assessment ability item is any one of them. The multi-source insurance database contains the work data of different customer service staff. Using dynamic-datasource to realize the multi-source insurance database link meets the management needs of multi-source data.

[0054] Among them, customer service quality data is an important basis for evaluating the customer service level of insurance customer service, covering multiple aspects. The purpose of collecting and analyzing customer service quality data is to apply these data to improve insurance services. The target customer service quality data refers to the customer service quality data of the insurance customer service to be assessed, which can be directly retrieved from multi-source insurance databases or generated through sorting.

[0055] S2. Utilize the target capability assessment model associated with the target assessment capability item and combine it with the target customer service quality data to obtain the capability assessment result of the insurance customer service to be assessed.

[0056] There are multiple capability assessment models, each of which corresponds to a capability calculation rule. The target capability assessment model is the capability assessment model associated with the target assessment capability item, and each assessment capability item corresponds to a capability assessment model. The capability assessment results include but are not limited to: the employee number, name, capability assessment value, and capability assessment level of the insurance customer service to be assessed.

[0057] It should be noted that after obtaining the capability assessment results of the insurance customer service to be assessed, it is determined whether the capability assessment value in the capability assessment results of the insurance customer service to be assessed is lower than the target threshold (which can be set according to the actual situation); if so, the insurance business type and business data associated with the insurance customer service to be assessed are output and stored for the manager to make operational decisions. In addition, in this embodiment, the service capability assessment of multiple insurance customer services to be assessed can be performed simultaneously or continuously to judge the capability assessment results of each insurance customer service to be assessed, thereby forming a capability assessment report for the manager to make operational decisions.

[0058] In an optional manner, the target assessment ability items are: professional ability items, communication skills ability items, emotion management ability items, complaint resolution ability items or service awareness ability items.

[0059] When the target assessment capability item is the professional capability item, the target customer service quality data is the business dimension data in the quality inspection detail data.

[0060] When the target assessment capability item is the communication skill capability item, the target customer service quality data is the communication dimension data in the quality inspection detail data.

[0061] When the target assessment capability item is the emotion management capability item, the target customer service quality data is the emotion dimension data in the quality inspection detail data.

[0062] Among them, quality inspection detailed data usually includes detailed information such as conversation records of insurance customer service personnel, service time, assessment dimensions (business dimension, communication dimension and emotional dimension) and corresponding scores of assessment dimensions, which are used to evaluate the performance of insurance customer service personnel.

[0063] When the target assessment capability item is the complaint resolution capability item, the target customer service quality data is complaint work order data.

[0064] Among them, the complaint ticket data records the complaint data raised by insurance customers due to dissatisfaction with the service, including information such as the reason for the complaint, the handling process, and the handling results, reflecting the problems and improvement points in insurance customer service.

[0065] When the target assessment capability item is the service awareness capability item, the target customer service quality data is IVR satisfaction data.

[0066] Among them, IVR satisfaction data refers to the customer satisfaction survey results collected through the interactive voice response system. Usually, after the insurance customer completes the interaction with the insurance customer service, the interactive voice response system prompts the insurance customer to evaluate the service of the insurance customer service, thereby collecting the satisfaction data.

[0067] In an optional manner, each target capability assessment model associated with each assessment capability item corresponds to a capability calculation rule.

[0068] The capability calculation rule corresponding to the target capability assessment model associated with the professional capability item is: determine the capability assessment value based on the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the business dimension to the total number of quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score.

[0069] The ability calculation rule corresponding to the target ability assessment model associated with the communication skills ability item is: determine the ability assessment value based on the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the communication dimension to the total number of quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score.

[0070] The ability calculation rule corresponding to the target ability assessment model associated with the emotion management ability item is: determine the ability assessment value based on the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the emotion dimension to the total number of quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score.

[0071] Among them, multiple quality inspection work orders corresponding to the insurance customer service to be assessed are obtained from the quality inspection detail data corresponding to the insurance customer service to be assessed. Each quality inspection work order contains: conversation records, service time, assessment dimensions, quality inspection scores and other information.

[0072] In this embodiment, the maximum value of the quality inspection score is 5 points, and the minimum value of the quality inspection score is 0 points. When the number of quality inspection work orders with a quality inspection score of 0 in the assessment dimensions (business dimension, communication dimension, and emotional dimension) corresponding to the insurance customer service to be assessed is zero (that is, there is no quality inspection work order with a quality inspection score of 0 for the insurance customer service to be assessed), the ability assessment value (0-100) of the insurance customer service to be assessed is determined according to the ratio of the number of quality inspection work orders with the maximum quality inspection score to the number of all quality inspection work orders (0-100%); when there is a quality inspection work order with a quality inspection score of 0 for the insurance customer service to be assessed, the ability assessment value of the insurance customer service to be assessed is confirmed to be 0. Among them, the ability assessment level corresponding to an ability assessment value of 100 is the first level, the ability assessment level corresponding to the ability assessment values ​​other than 0 and 100 is the second level, and the ability assessment level corresponding to an ability assessment value of 0 is the third level.

[0073] The capability calculation rule corresponding to the target capability assessment model associated with the complaint resolution capability item is: the capability assessment value is determined based on the ratio of the number of complaint work orders that have been successfully resolved to the number of all complaint work orders.

[0074] Among them, by obtaining multiple complaint work orders corresponding to the insurance customer service to be assessed from the complaint work order data corresponding to the insurance customer service to be assessed, each complaint work order contains: basic information of the work order, complaint content, processing progress (pending, processing, completed, closed), etc.

[0075] In this embodiment, the value range of the ability assessment value of the insurance customer service to be assessed is determined based on the ratio of the number of successfully resolved complaint tickets to the total number of complaint tickets (0-100%). Among them, when the ability assessment value is [50,100], the corresponding ability assessment level is level 1, when the ability assessment value is [10,50) the corresponding ability assessment level is level 2, and when the ability assessment value is [0,10) the corresponding ability assessment level is level 3.

[0076] The capability calculation rule corresponding to the target capability assessment model associated with the service awareness capability item is: the capability assessment value is determined according to the ratio of the number of evaluations that are very satisfied or satisfied to the total number of evaluations.

[0077] Among them, multiple evaluation work orders corresponding to the insurance customer service to be assessed are obtained from the IVR satisfaction data corresponding to the insurance customer service to be assessed. Each evaluation work order contains: conversation records, service time, satisfaction evaluation (very satisfied, satisfied, basically satisfied, average and dissatisfied) and other information.

[0078] In this embodiment, the value range of the ability assessment value of the insurance customer service to be assessed is determined based on the proportion of the number of evaluations that are very satisfied or satisfied to the total number of evaluations (0-100%). Among them, when the ability assessment value is [98.5,100], the corresponding ability assessment level is level one, when the ability assessment value is [97,98.5) the corresponding ability assessment level is level two, and when the ability assessment value is [0,97) the corresponding ability assessment level is level three.

[0079] In addition, to facilitate managers' inquiries, the ability assessment values ​​of the first level can be displayed in blue, the ability assessment values ​​of the second level can be displayed in yellow, and the ability assessment values ​​of the third level can be displayed in red.

[0080] It should be noted that in this embodiment, new assessment capability items can be added to the capability configuration page of the terminal, and the capability calculation rules corresponding to the capability assessment model associated with the assessment capability items can be configured. During the configuration process, the contents involved include: data source, statistical period, sampling score, whether the rule is effective, dimension indicators, assessment plan and other factor parameters and corresponding coefficients. Taking the capability calculation rules corresponding to the target capability assessment model associated with the professional capability items as an example, the quality inspection score of the quality inspection work order adopts the following indicator system and combines the quality inspection detailed data to calculate from multiple dimensions:

[0081] ① The first-level indicators include: service attitude, professional knowledge, communication skills, customer satisfaction and compliance. ② The second-level indicators corresponding to service attitude include: enthusiasm and patience, politeness and respect; the second-level indicators corresponding to professional knowledge include: product knowledge and business processes; the second-level indicators corresponding to communication skills include: expression ability, listening ability, and adaptability; the second-level indicators corresponding to customer satisfaction include: customer feedback and word-of-mouth communication; the second-level indicators corresponding to compliance include: compliance with regulations and privacy protection. ③ The specific values ​​of the above-mentioned second-level indicators are standardized values. In this embodiment, the default value is a five-point system, that is, the specific value of the indicator ranges from 0 to 5. ④ Use at least one of the hierarchical analysis method, expert scoring method, entropy weight method, principal component analysis method and CRITIC weight method to determine the weight value of each indicator at each level.

[0082] In an optional manner, the multi-source insurance database includes: a property insurance operation database, a life insurance operation database and a public platform database.

[0083] The step of retrieving the target customer service quality data of the insurance customer service to be assessed from the multi-source insurance database comprises:

[0084] According to the insurance business type corresponding to the insurance customer service to be assessed, the target customer service quality data of the insurance customer service to be assessed is retrieved from at least one database among the property insurance operation database, the life insurance operation database and the public platform database.

[0085] Among them, insurance business types include but are not limited to: property insurance business and life insurance business. The time period for retrieving the target customer service quality data of the insurance customer service to be assessed can be determined according to the assessment requirements, such as one day, one week or one month, etc., and there is no restriction here.

[0086] The technical solution of this embodiment can establish an online system based on the trusted innovation environment, achieve integration with existing systems, and use dynamic-datasource to realize multi-data source links among property insurance operation database, life insurance operation database and public platform database. The configuration engine can be used to realize the rule model calculation of IVR satisfaction, complaint tickets and quality inspection data of insurance customer service with different strategies. According to the rules of system configuration, the insurance customer service assessment capabilities and results are calculated through the scheduled task automatic program, so as to realize the online display of employee capabilities. The application of the capability assessment model can greatly reduce the workload of previous manual operations, and can solve the problems of traditional methods such as long time consumption, low efficiency, inconsistent standards and calculation result errors, thereby improving operational efficiency.

[0087] Figure 2 FIG. 2 is a schematic diagram showing a structure of an embodiment of an insurance customer service capability assessment system 200 provided by the present invention. Figure 2 As shown, the system 200 includes: an acquisition module 210 and an operation module 220;

[0088] The acquisition module 210 is used to retrieve the target customer service quality data of the insurance customer service to be assessed from the multi-source insurance database based on the target assessment capability item of the insurance customer service to be assessed;

[0089] The operation module 220 is used to: use the target capability assessment model associated with the target assessment capability item and combine it with the target customer service quality data to obtain the capability assessment result of the insurance customer service to be assessed.

[0090] In one optional way, professional ability items, communication skills ability items, emotion management ability items, complaint resolution ability items or service awareness ability items;

[0091] When the target assessment capability item is the professional capability item, the target customer service quality data is the business dimension data in the quality inspection detail data;

[0092] When the target assessment capability item is the communication skill capability item, the target customer service quality data is the communication dimension data in the quality inspection detail data;

[0093] When the target assessment capability item is the emotion management capability item, the target customer service quality data is the emotion dimension data in the quality inspection detail data;

[0094] When the target assessment capability item is the complaint resolution capability item, the target customer service quality data is the complaint work order data;

[0095] When the target assessment capability item is the service awareness capability item, the target customer service quality data is IVR satisfaction data.

[0096] In an optional manner, the ability assessment result includes: the work number, name, ability assessment value and ability assessment level of the insurance customer service representative to be assessed.

[0097] In an optional manner, each target capability assessment model associated with each assessment capability item corresponds to a capability calculation rule;

[0098] The ability calculation rule corresponding to the target ability assessment model associated with the professional ability item is: determine the ability assessment value according to the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the business dimension to the number of all quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score;

[0099] The ability calculation rule corresponding to the target ability assessment model associated with the communication skill ability item is: the ability assessment value is determined according to the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the communication dimension to the number of all quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score;

[0100] The ability calculation rule corresponding to the target ability assessment model associated with the emotion management ability item is: the ability assessment value is determined according to the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the emotion dimension to the number of all quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score;

[0101] The capability calculation rule corresponding to the target capability assessment model associated with the complaint resolution capability item is: the capability assessment value is determined according to the ratio of the number of successfully resolved complaint work orders to the number of all complaint work orders;

[0102] The capability calculation rule corresponding to the target capability assessment model associated with the service awareness capability item is: the capability assessment value is determined according to the ratio of the number of evaluations that are very satisfied or satisfied to the number of all participating evaluations.

[0103] In an optional manner, the multi-source insurance database includes: a property insurance operation database, a life insurance operation database and a public platform database; the acquisition module 210 is specifically used for:

[0104] According to the insurance business type corresponding to the insurance customer service to be assessed, the target customer service quality data of the insurance customer service to be assessed is retrieved from at least one database among the property insurance operation database, the life insurance operation database and the public platform database.

[0105] It should be noted that the beneficial effects of the insurance customer service capability assessment system provided in the above embodiment are the same as the beneficial effects of the insurance customer service capability assessment method described above, which will not be described in detail here. In addition, when the system provided in the above embodiment realizes its functions, it only uses the division of the above functional modules as an example. In actual applications, the above functions can be assigned to different functional modules as needed, that is, the system can be divided into different functional modules according to actual conditions to complete all or part of the functions described above. In addition, the system and method embodiments provided in the above embodiment belong to the same concept, and the specific implementation process is detailed in the method embodiment, which will not be described in detail here.

[0106] Among them, the insurance customer service ability assessment system of the present invention can be a computer program (including program code) running in a computer device. For example, the insurance customer service ability assessment system of the present invention is an application software that can be used to execute the corresponding steps in the insurance customer service ability assessment method of the present invention.

[0107] In some embodiments, the insurance customer service capability assessment system of the present invention can be implemented by a combination of software and hardware. As an example, the insurance customer service capability assessment system of the present invention can be a processor in the form of a hardware decoding processor, which is programmed to execute the insurance customer service capability assessment method of the present invention. For example, the processor in the form of a hardware decoding processor can adopt one or more application-specific integrated circuits (ASICs), DSPs, programmable logic devices (PLDs), complex programmable logic devices (CPLDs), field programmable gate arrays (FPGAs) or other electronic components.

[0108] The modules involved in the embodiments of the present invention may be implemented in software or hardware. The name of a module does not limit the module itself in some cases.

[0109] An electronic device according to an embodiment of the present invention comprises a memory, a processor and a computer program stored in the memory and executable on the processor. When the processor executes the computer program, any one of the above-mentioned insurance customer service capability assessment methods is implemented. That is to say, an electronic device according to an embodiment of the present invention may include but is not limited to: a processor and a memory; a memory for storing a computer program; a processor for executing the insurance customer service capability assessment method shown in any embodiment of the present invention by calling a computer program.

[0110] In an alternative embodiment, an electronic device is provided, such as Figure 3 As shown, Figure 3 The electronic device 4000 shown includes: a processor 4001 and a memory 4003. The processor 4001 and the memory 4003 are connected, such as through a bus 4002. Optionally, the electronic device 4000 may also include a transceiver 4004, which may be used for data interaction between the electronic device and other electronic devices, such as data transmission and / or data reception. It should be noted that in actual applications, the transceiver 4004 is not limited to one, and the structure of the electronic device 4000 does not constitute a limitation on the embodiments of the present invention.

[0111] Processor 4001 may be a CPU (Central Processing Unit), a general-purpose processor, a DSP (Digital Signal Processor), an ASIC (Application Specific Integrated Circuit), an FPGA (Field Programmable Gate Array) or other programmable logic devices, transistor logic devices, hardware components or any combination thereof. It may implement or execute various exemplary logic blocks, modules and circuits described in conjunction with the disclosure of the present invention. Processor 4001 may also be a combination that implements computing functions, such as a combination of one or more microprocessors, a combination of a DSP and a microprocessor, etc.

[0112] The bus 4002 may include a path to transmit information between the above components. The bus 4002 may be a PCI (Peripheral Component Interconnect) bus or an EISA (Extended Industry Standard Architecture) bus. The bus 4002 may be divided into an address bus, a data bus, a control bus, etc. For ease of representation, Figure 3 In the figure, only one thick line is used to represent the bus 4002, but this does not mean that there is only one bus or one type of bus.

[0113] The memory 4003 can be a ROM (Read Only Memory) or other types of static storage devices that can store static information and instructions, a RAM (Random Access Memory) or other types of dynamic storage devices that can store information and instructions, or an EEPROM (Electrically Erasable Programmable Read Only Memory), a CD-ROM (Compact Disc Read Only Memory) or other optical disk storage, optical disk storage (including compressed optical disk, laser disk, optical disk, digital versatile disk, Blu-ray disk, etc.), a magnetic disk storage medium or other magnetic storage device, or any other medium that can be used to carry or store the desired program code in the form of instructions or data structures and can be accessed by a computer, but is not limited to this.

[0114] The memory 4003 is used to store the application code (computer program) for executing the solution of the present invention, and the execution is controlled by the processor 4001. The processor 4001 is used to execute the application code stored in the memory 4003 to implement the content shown in the above method embodiment.

[0115] Among them, the electronic device can also be a terminal device, and the terminal device can be any terminal device that can install applications and access web pages through applications, including at least one of a smart phone, a tablet computer, a laptop computer, a desktop computer, a smart speaker, a smart watch, a smart TV, and a smart car device.

[0116] It should be noted that Figure 3 The electronic device shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present invention.

[0117] A computer-readable storage medium according to an embodiment of the present invention stores a computer program, and when the computer program is executed by a processor, any of the above-mentioned insurance customer service ability assessment methods is implemented.

[0118] Optionally, the computer-readable storage medium may be a read-only memory (ROM), a random access memory (RAM), a compact disc (CD-ROM), a magnetic tape, a floppy disk, an optical data storage device, and the like.

[0119] In an exemplary embodiment, a computer program product or a computer program is also provided, the computer program product or the computer program including computer instructions, the computer instructions being stored in a computer-readable storage medium. A processor of an electronic device reads the computer instructions from the computer-readable storage medium, and the processor executes the computer instructions, so that the electronic device executes the above-mentioned insurance customer service ability assessment method.

[0120] Computer program code for performing the operations of the present invention may be written in one or more programming languages, or a combination thereof, including object-oriented programming languages, such as Java, Smalltalk, C++, and conventional procedural programming languages, such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In cases involving a remote computer, the remote computer may be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., through the Internet using an Internet service provider).

[0121] It should be understood that the flow charts and block diagrams in the accompanying drawings illustrate the possible implementation architecture, functions and operations of the method and computer program product according to various embodiments of the present invention. In this regard, each box in the flow chart or block diagram can represent a module, a program segment, or a part of a code, and the module, the program segment, or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a sequence different from that marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram and / or flow chart, and the combination of the boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0122] The computer-readable storage medium provided by the embodiment of the present invention may be, but is not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or component, or any combination thereof. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination thereof. In the present invention, a computer-readable storage medium may be any tangible medium containing or storing a program that may be used by or in conjunction with an instruction execution system, device, or component.

[0123] The computer-readable storage medium carries one or more programs. When the one or more programs are executed by the electronic device, the electronic device executes the method shown in the above embodiment.

[0124] The above description is only a preferred embodiment of the present invention and an explanation of the technical principles used. Those skilled in the art should understand that the disclosure scope involved in the present invention is not limited to the technical solution formed by a specific combination of the above technical features, but should also cover other technical solutions formed by any combination of the above technical features or their equivalent features without departing from the above disclosed concept. For example, the above features are replaced with the technical features with similar functions disclosed in the present invention (but not limited to) by each other.

[0125] It should be noted that the terms "first", "second", etc. in the specification and claims of the present application are used to distinguish similar objects and represent the definition of a specific order or sequence. The order of use of similar objects can be interchanged where appropriate, so that the embodiments of the present application described herein can be implemented in an order other than the order shown or described.

[0126] Those skilled in the art know that the present invention can be implemented as a system, method or computer program product. Therefore, the present invention can be specifically implemented in the following forms, namely: it can be complete hardware, it can be complete software (including firmware, resident software, microcode, etc.), or it can be a combination of hardware and software, which is generally referred to as "circuit", "module" or "system" herein. In addition, in some embodiments, the present invention can also be implemented in the form of a computer program product in one or more computer-readable media, and the computer-readable medium contains computer-readable program code.

[0127] Although the embodiments of the present invention have been shown and described above, it is to be understood that the above embodiments are exemplary and are not to be construed as limitations of the present invention. A person skilled in the art may change, modify, replace and vary the above embodiments within the scope of the present invention.

Claims

1. A method for assessing insurance customer service ability, characterized in that: include: Based on the target assessment capability item of the insurance customer service to be assessed, retrieve the target customer service quality data of the insurance customer service to be assessed from the multi-source insurance database; The target capability assessment model associated with the target assessment capability item is utilized, and combined with the target customer service quality data, to obtain the capability assessment result of the insurance customer service to be assessed.

2. The insurance customer service ability assessment method according to claim 1 is characterized in that: The target assessment competency items are: professional competency item, communication skill item, emotion management item, complaint resolution item or service awareness item; When the target assessment capability item is the professional capability item, the target customer service quality data is the business dimension data in the quality inspection detail data; When the target assessment capability item is the communication skill capability item, the target customer service quality data is the communication dimension data in the quality inspection detail data; When the target assessment capability item is the emotion management capability item, the target customer service quality data is the emotion dimension data in the quality inspection detail data; when the target assessment capability item is the complaint resolution capability item, the target customer service quality data is the complaint work order data; When the target assessment capability item is the service awareness capability item, the target customer service quality data is IVR satisfaction data.

3. The insurance customer service ability assessment method according to claim 2 is characterized in that: The ability assessment results include: the work number, name, ability assessment value and ability assessment level of the insurance customer service to be assessed.

4. The insurance customer service ability assessment method according to claim 3 is characterized in that: The target capability assessment model associated with each assessment capability item corresponds to a capability calculation rule; The ability calculation rule corresponding to the target ability assessment model associated with the professional ability item is: determine the ability assessment value according to the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the business dimension to the number of all quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score; The ability calculation rule corresponding to the target ability assessment model associated with the communication skill ability item is: the ability assessment value is determined according to the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the communication dimension to the number of all quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score; The ability calculation rule corresponding to the target ability assessment model associated with the emotion management ability item is: the ability assessment value is determined according to the ratio of the number of quality inspection work orders with the maximum quality inspection score corresponding to the emotion dimension to the number of all quality inspection work orders, and the number of quality inspection work orders with the minimum quality inspection score; The capability calculation rule corresponding to the target capability assessment model associated with the complaint resolution capability item is: the capability assessment value is determined according to the ratio of the number of successfully resolved complaint work orders to the number of all complaint work orders; The capability calculation rule corresponding to the target capability assessment model associated with the service awareness capability item is: the capability assessment value is determined according to the ratio of the number of evaluations that are very satisfied or satisfied to the number of all participating evaluations.

5. The insurance customer service ability assessment method according to any one of claims 1 to 4, characterized in that: The multi-source insurance database includes: a property insurance operation database, a life insurance operation database and a public platform database; the step of retrieving the target customer service quality data of the insurance customer service to be assessed from the multi-source insurance database includes: According to the insurance business type corresponding to the insurance customer service to be assessed, the target customer service quality data of the insurance customer service to be assessed is retrieved from at least one database among the property insurance operation database, the life insurance operation database and the public platform database.

6. An insurance customer service capability assessment system, characterized in that: include: Get module and run module; The acquisition module is used to retrieve the target customer service quality data of the insurance customer service to be assessed from the multi-source insurance database based on the target assessment capability item of the insurance customer service to be assessed; The operation module is used to: use the target capability assessment model associated with the target assessment capability item and combine it with the target customer service quality data to obtain the capability assessment result of the insurance customer service to be assessed.

7. The insurance customer service ability assessment system according to claim 6, characterized in that: The target assessment competency items are: professional competency item, communication skill item, emotion management item, complaint resolution item or service awareness item; When the target assessment capability item is the professional capability item, the target customer service quality data is the business dimension data in the quality inspection detail data; When the target assessment capability item is the communication skill capability item, the target customer service quality data is the communication dimension data in the quality inspection detail data; When the target assessment capability item is the emotion management capability item, the target customer service quality data is the emotion dimension data in the quality inspection detail data; When the target assessment capability item is the complaint resolution capability item, the target customer service quality data is the complaint work order data; When the target assessment capability item is the service awareness capability item, the target customer service quality data is IVR satisfaction data.

8. The insurance customer service ability assessment system according to claim 6, characterized in that: The ability assessment results include: the work number, name, ability assessment value and ability assessment level of the insurance customer service to be assessed.

9. An electronic device, characterized in that: The electronic device includes a processor, the processor is coupled to a memory, at least one computer program is stored in the memory, and the at least one computer program is loaded and executed by the processor so that the electronic device implements the insurance customer service ability assessment method as described in any one of claims 1 to 5.

10. A computer-readable storage medium, characterized in that: At least one computer program is stored in the computer-readable storage medium, and the at least one computer program is loaded and executed by the processor so that the computer-readable storage medium implements the insurance customer service ability assessment method as described in any one of claims 1 to 5.

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