Response quality evaluation device, response quality evaluation method, and program

Abstract

A customer-interactions quality evaluation device according to one embodiment of the present invention is for evaluating customer-interactions related to sales activities and includes: a calculation unit that calculates an index value related to customer interactions, on the basis of data related to a conversation between a representative engaging in sales activities and a customer; and a display control unit that causes a terminal to display the index value, in accordance with a request from the terminal which is connected to the customer-interactions quality evaluation device via a communication network.

Description

[Technical Field]

[0001] The present invention relates to a response quality evaluation device, a response quality evaluation method, and a program. [Background technology]

[0002] In recent years, a sales method known as inside sales, which involves non-face-to-face sales activities using email, telephone, video meetings, etc., has been gaining attention. Because inside sales is a non-face-to-face sales activity, it is generally known that compared to traditional field sales, it is not easy to build trusting relationships with customers. This problem is particularly pronounced when using telephone as a communication tool with customers.

[0003] Improving the quality of customer service during phone calls is one of the key elements in building trusting relationships with customers. For this reason, customer service quality is evaluated by quantitative evaluation, such as the length of call time, qualitative evaluation, such as whether randomly sampled calls meet certain evaluation criteria, or a combination of these to evaluate both quantitatively and qualitatively.

[0004] As a related technique, there is a technique for evaluating the response quality of an operator at a contact center (for example, Patent Document 1). [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Patent Publication No. 2021-44735 Summary of the Invention [Problem to be solved by the invention]

[0006] However, in the past, it was not possible to adequately evaluate the quality of sales calls. This was due, for example, to the inability to obtain sufficient call duration information for quantitative evaluation, or the inability to perform comprehensive qualitative evaluations using random sampling. On the other hand, for example, collecting sufficient call duration information or increasing the number of samples used for qualitative evaluations increases the cost of evaluation (financial and time costs). In particular, qualitative evaluations often require interviews with sales representatives or transcriptions of call content, so increasing the number of samples directly increases costs.

[0007] An embodiment of the present invention aims to evaluate the quality of responses related to sales activities. [Means for solving the problem]

[0008] In order to achieve the above object, a response quality evaluation device according to one embodiment is a response quality evaluation device that evaluates response quality related to sales activities, and includes a calculation unit that calculates an index value related to the response quality based on data related to a dialogue between a person in charge of the sales activities and a customer, and a display control unit that displays the index value on a terminal connected to the response quality evaluation device via a communication network in response to a request from the terminal. [Effects of the Invention]

[0009] It is possible to evaluate the quality of customer service regarding sales activities. [Brief explanation of the drawings]

[0010] [Figure 1] 1 is a diagram showing an example of the overall configuration of a system including a response quality evaluation device according to an embodiment of the present invention. [Figure 2] FIG. 2 is a diagram illustrating an example of the functional configuration of a response quality evaluation device according to the present embodiment. [Figure 3] FIG. 2 is a diagram illustrating an example of call data stored in a call DB. [Figure 4]10 is a flowchart illustrating an example of a quality index value calculation process according to the present embodiment. [Figure 5] 10 is a flowchart showing an example of a display process of an evaluation result screen according to the present embodiment. [Figure 6] FIG. 10 is a diagram showing an example of an evaluation result screen. [Figure 7] FIG. 10 is a diagram (part 1) showing a modified example of the evaluation result screen. [Figure 8] FIG. 10 is a diagram (part 2) showing a modified example of the evaluation result screen. DETAILED DESCRIPTION OF THE INVENTION

[0011] An embodiment of the present invention will be described below. In this embodiment, a response quality evaluation device 10 capable of evaluating the response quality related to sales activities will be described, targeting cases where sales activities are conducted by inside sales, mainly using telephones as a communication tool with customers. However, the communication tool with customers is not limited to telephones; for example, communication tools such as e-mail may be used in addition to e-mail. Furthermore, this embodiment can be similarly applied even when communication tools such as video calls and text chats (including those capable of sending and receiving stamps, attachments, and the like in addition to text) are used instead of telephones.

[0012] <Overall structure> The overall configuration of a system including a response quality evaluation device 10 according to this embodiment is shown in Fig. 1. As shown in Fig. 1, the system includes the response quality evaluation device 10, a call analysis system 20, a sales representative terminal 30, a QA representative terminal 40, a PBX (Private Branch Exchange) 50, and a customer terminal 60. Here, the response quality evaluation device 10, the call analysis system 20, the sales representative terminal 30, the QA representative terminal 40, and the PBX 50 are installed in a sales office environment E, which is a system environment of a sales office where sales activities are conducted mainly by inside sales using telephones. Note that the sales office environment E is not limited to a system environment within the same building, and may be, for example, a system environment within multiple geographically separated buildings.

[0013] The response quality evaluation device 10 calculates various evaluation index values ​​(hereinafter also referred to as quality index values) that evaluate the response quality related to the sales activities of a sales representative, using data (hereinafter also referred to as call data) that represents the results of analyzing calls between a customer and a sales representative by the call analysis system 20. Here, the call data refers to data that includes a call ID that identifies the call, a sales representative ID that identifies the sales representative who answered the call, spoken content that represents the result of converting the voice during the call into text using voice recognition technology, the call duration of the call, the speaking speeds of the customer and the sales representative, the speaking ratios between the customer and the sales representative, etc.

[0014] The speech analysis system 20 analyzes the conversation between the customer and the sales representative using known analysis techniques (such as voice recognition technology and speech rate estimation technology) and creates speech data. The speech analysis system 20 also transmits the created speech data to the response quality evaluation device 10.

[0015] The sales representative terminal 30 is a terminal such as a PC (personal computer) used by a sales representative who conducts sales activities with customers, and functions as an IP (Internet Protocol) telephone.

[0016] The QA staff terminal 40 is a terminal such as a PC used by a QA (Quality Assurance) staff member in charge of customer service quality related to sales activities.

[0017] The PBX 50 is a telephone exchange (IP-PBX) and is connected to a communication network 70 including a Voice over Internet Protocol (VoIP) network and a Public Switched Telephone Network (PSTN).

[0018] The customer terminal 60 is a variety of terminals used by customers, such as a smartphone, a mobile phone, or a landline phone.

[0019] Note that the overall system configuration shown in Fig. 1 is one example, and other configurations may be used. For example, in the example shown in Fig. 1, the response quality evaluation device 10 is included in the business office environment E (that is, the response quality evaluation device 10 is an on-premise type), but all or part of the functions of the response quality evaluation device 10 may be implemented by a cloud service or the like. Similarly, in the example shown in Fig. 1, the call analysis system 20 is an on-premise type, but all or part of the functions of the call analysis system 20 may be implemented by a cloud service. Similarly, in the example shown in Fig. 1, the PBX 50 is an on-premise type telephone exchange, but it may be implemented by a cloud service.

[0020] Furthermore, although the salesperson terminal 30 has been described as functioning as an IP telephone, a telephone separate from the salesperson terminal 30 may be installed in the sales office environment E, for example.

[0021] <Functional configuration> The functional configuration of the response quality evaluation device 10 according to this embodiment is shown in Fig. 2. As shown in Fig. 2, the response quality evaluation device 10 according to this embodiment has a quality index value calculation unit 101 and an evaluation result display control unit 102. These units are realized, for example, by processing in which one or more programs installed in the response quality evaluation device 10 are executed by a processor such as a CPU (Central Processing Unit). The response quality evaluation device 10 according to this embodiment also has a call DB 103 and an evaluation result DB 104. Each of these DBs (databases) is realized, for example, by a storage device such as an HDD (Hard Disk Drive), SSD (Solid State Drive), or flash memory.

[0022] The quality index value calculation unit 101 uses the call data stored in the call DB 103 to calculate a quality index value that evaluates the response quality related to the sales activities of the sales representative during a certain predetermined period (hereinafter also referred to as the evaluation period). Furthermore, the quality index value calculation unit 101 stores the calculated quality index value for the period and for each sales representative in the evaluation result DB 104 as evaluation result data. Here, in this embodiment, five quality index values ​​are introduced: open-heartedness, empathy, pace, conversational ability, and commitment. Hereinafter, these five quality index values ​​are assumed to take values ​​between 0 and 100. Specific methods for calculating these five quality index values ​​will be described later.

[0023] Open-heart power is a quality indicator that indicates whether personal topics are brought up during calls with customers and whether the call lasts a long time. This is because if personal topics are brought up and the call lasts a certain amount of time, it is considered that the customer is in a state of opening up to the sales representative.

[0024] Empathy is a quality indicator that indicates whether the call duration was long or not. This is because the longer the call duration, the more the customer is considered to have become friendly with the caller.

[0025] Pacing is a quality indicator that indicates whether or not you can speak at a pace that matches the customer's speaking speed. This is because speaking at a pace that is in tune with the customer is thought to create a sense of security for the customer.

[0026] Dialogue ability is a quality indicator that indicates whether the customer spoke a lot. This is because the more the customer speaks compared to the salesperson, the more interested the customer is in the product or service being sold.

[0027] Commitment is a quality indicator that indicates whether or not some kind of agreement (commitment) has been reached with the customer, such as whether or not materials related to the product or service being sold have been sent to the customer, whether or not some kind of promise has been made, etc. This is because if materials related to the product or service being sold have been sent to the customer or if some kind of promise has been made (for example, an appointment for the next phone call date and time), an agreement (commitment) has been formed with the customer, which is considered to have led to the next sales activity.

[0028] In response to a request from the QA staff terminal 40, the evaluation result display control unit 102 returns evaluation result data corresponding to the request from among the evaluation result data stored in the evaluation result DB 104. As a result, a screen including the sales representative ID, sales representative name, evaluation period, quality index value of the sales representative for the evaluation period, etc. (hereinafter also referred to as evaluation result screen) is displayed on the display of the QA staff terminal 40 based on the evaluation result data.

[0029] The call DB 103 stores the call data received from the call analysis system 20.

[0030] The evaluation result DB 104 stores evaluation result data.

[0031] An example of call data stored in call DB 103 is shown in Fig. 3. As shown in Fig. 3, one or more pieces of call data are stored in call DB 103, and each piece of call data includes a call ID, a sales representative ID, a telephone number, spoken content, call duration, speech rate (customer), speech rate (person in charge), speech rate (customer), and speech rate (person in charge).

[0032] Call ID is identification information that identifies the call. Salesperson ID is identification information that identifies the salesperson who answered the call. Phone number is the phone number of the customer of the call. Speech content is text that represents the results of speech recognition using speech recognition technology of the voice spoken during the call. Call duration is the time from the start of the call to the end of the call. Speech rate (customer) is the customer's speech rate (or its average) during the call. Speech rate (rep) is the salesperson's speech rate (or its average) during the call. Speech ratio (customer) is the percentage of the call that the customer spoke. Speech ratio (rep) is the percentage of the call that the salesperson spoke.

[0033] 3 is an example, and various other information may be included in the call data. For example, the call data may include information indicating the results of analyzing the emotions of the customer using a known emotion analysis technique.

[0034] <Quality index value calculation process> The following describes the quality index value calculation process for calculating a quality evaluation index value that evaluates the response quality of a salesperson during a certain evaluation period, with reference to Fig. 4. This quality index value calculation process is repeatedly executed for each evaluation period and for each salesperson. The evaluation period can be set arbitrarily, and can be set to, for example, one day, one week, one month, one quarter, one year, etc. The processes in the following steps S101 to S105 can be executed in any order and in parallel.

[0035] Here, in the following, each call data stored in the call DB 103 is referred to as D iwhich is represented by, and assume that there are N pieces of call data D stored in the call DB 103 i are stored. That is, the set of call data stored in the call DB 103 is D = {D i | i = 1, ···, N}. Also, the set of call data of the salesperson during the evaluation period is D' = {D i | i ∈ E}. E is the index set of the call data of the salesperson during the evaluation period, and it is assumed that |E| = M (<N) is satisfied.

[0036] The quality index value calculation unit 101 calculates the open heart power of the salesperson during the evaluation period using the call data stored in the call DB 103 (step S101). Here, the quality index value calculation unit 101 calculates the open heart power of the salesperson during the evaluation period according to the following (1-1) to (1-3). In the following, the average of the call time of the call data D i ∈ D is μ1, and the standard deviation is σ1.

[0037] (1-1) For each call data D i ∈ D', it is determined whether the speech content of the call data D i ∈ D' contains a specific set of words related to personal topics. Hereinafter, the index set of the call data D i ∈ D' whose speech content contains a specific set of words related to personal topics is E 11 ⊂ E. Here, the specific set of words related to personal topics is a set of words or keywords related to personal topics, and is represented as {w 1i | w 1i is a word or keyword related to a personal topic}. Examples of words or keywords related to personal topics include words or keywords related to general hobbies and interests, words or keywords related to current topics, and the like.

[0038] However, without being limited to this, for example, for each customer, words or keywords relating to the customer's personal hobbies and preferences, words or keywords relating to the customer's personal topics, etc. Such words or keywords relating to the customer's personal topics may be created or extracted from information (e.g., customer contract information, etc.) registered in a customer management system such as CRM (Customer Relationship Management).

[0039] (1-2) Each call data D i ∈D', the call data D i ∈D' is determined to be equal to or greater than μ1+σ1. i The index set of ∈D' is E 12 Let ⊂E.

[0040] (1-3) Then, call data D in which a specific word set related to a personal topic is included in the utterance content and the call time is μ1+σ1 or more i The ratio of ∈D' is calculated as the open-heart force. That is, (|E 11 ∩E 12 Therefore, open heart power can be defined as "the percentage of calls of a certain length or more that contain words related to the customer themselves out of all calls."

[0041] The quality index value calculation unit 101 calculates the empathy of the salesperson in question during the evaluation period (step S102) using the call data stored in the call DB 103. Here, the quality index value calculation unit 101 calculates the empathy of the salesperson in question during the evaluation period according to the following (2-1) to (2-3).

[0042] (2-1) Let μ1 be the lower limit call time b1 and μ1+2σ1 be the upper limit call time a1, and define the score as follows: 0 for call times less than the lower limit b1, a linear score for call times greater than or equal to the lower limit b1 and less than or equal to the upper limit call time a1, and 100 for call times greater than the upper limit call time a1. Here, a linear score is a score that is 0 when the call time is b1, 100 when it is a1, and changes linearly between b1 and a1. Specifically, if x is the call time and y is the score, it is expressed as y=(100 / (a1-b1))(x-b1).

[0043] (2-2) Each call data D i ∈D', the call data D i Calculate the score (defined in (2-1) above) from the call time of ∈D'.

[0044] (2-3) And each call data D i The average [%] of the scores for ∈D' is calculated as the empathy. Therefore, the empathy can be said to be the average (score) of the relative value of the call duration of the relevant call to the call duration distribution of all calls.

[0045] The quality index value calculation unit 101 calculates the pacing ability of the salesperson in the evaluation period using the call data stored in the call DB 103 (step S103). Here, the quality index value calculation unit 101 calculates the pacing ability of the salesperson in the evaluation period according to the following (3-1) to (3-4). In the following, the call data D i Let μ2 be the average speech rate (customer) of ∈D and σ2 be the standard deviation. i Let μ3 be the average speaking speed (of the person in charge) of ∈D, and σ3 be the standard deviation.

[0046] (3-1) Each call data D i ∈D', the call data D i ∈D' is the speaking speed (customer) of d i As the coefficient k i =d i Calculate / μ2.

[0047] (3-2) Each call data Di ∈D', the call data D i ∈D's recommended speaking speed v i =k i Calculate ×μ3.

[0048] (3-3) Each call data D i ∈D', the call data D i ∈D' is the speaking speed (person in charge) e i It is determined whether the following conditions are met:

[0049] ·k i ≥ 1 (i.e., the customer's speaking speed is normal or fast) e i is within the range of μ3±20 [mora / min] (i.e., the average speaking speed of a salesperson) ·k i < 1 and v i ≧μ2-2σ2 (i.e., the customer speaks rather slowly) e i ga v i Within the range of ±20 [mora / min] (i.e., the salesperson's speaking speed is about the recommended speaking speed) ·k i < 1 and v i <μ2-2σ2 (i.e., the customer speaks slowly) e i However, it is within the range of μ2-2σ2±20 [mora / min] (i.e., the salesperson's speaking speed is also slow) Below, call data D that meets the above conditions i Let E2 ⊂ E be the index set of ∈D'.

[0050] In addition, although the above conditions are all set to ±20 [mora / min], this is only an example and needless to say, it is not limited to this. For example, it is possible to change it appropriately to ±25 [mora / min] or ±15 [mora / min], etc.

[0051] (3-4) And, call data D that meets the above conditions iThe percentage of ∈D' is calculated as pacing ability. In other words, pacing ability is calculated as (|E2| / M) x 100[%]. Therefore, pacing ability can be said to be "the percentage of calls in which the salesperson's speaking speed was appropriate to the customer's speaking speed."

[0052] The quality index value calculation unit 101 calculates the conversational ability of the salesperson in the evaluation period using the call data stored in the call DB 103 (step S104). Here, the quality index value calculation unit 101 calculates the conversational ability of the salesperson in the evaluation period according to the following (4-1) to (4-3). In the following, the call data D i Let μ4 be the average of the speech rate (customer) for ∈D and σ4 be the standard deviation.

[0053] (4-1) Let the lower limit speech rate b2 be μ4 and the upper limit speech rate a2 be μ4+2σ4, and define the score as 0 if it is less than the lower limit speech rate b2, a linear score if it is greater than the lower limit speech rate b2 and less than the upper limit speech rate a2, and 100 if it is greater than the upper limit speech rate a2. Here, a linear score is a score that is 0 when the speech rate is b2, 100 when it is a2, and changes linearly between b2 and a2. Specifically, if x is the speech rate and y is the score, it is expressed as y=(100 / (a2-b2))(x-b2).

[0054] (4-2) Each call data D i ∈D', the call data D i Calculate the score (defined in (4-1) above) from the speech rate (customer) of ∈D'.

[0055] (4-3) And each call data D i The average [%] of the scores for ∈D' is calculated as conversational ability. Therefore, conversational ability can be said to be the average (score) of the relative value of the customer's speech rate for the relevant call to the distribution of customer speech rates for the entire call.

[0056] The quality index value calculation unit 101 calculates the commitment level of the salesperson in the evaluation period using the call data stored in the call DB 103 (step S105). Here, the quality index value calculation unit 101 calculates the commitment level of the salesperson in the evaluation period according to the following (5-1) to (5-3).

[0057] (5-1) Each call data D i ∈D', the call data D i It is determined whether the utterance content of ∈D' includes a specific set of words related to an agreement (commitment) with a customer. Here, an agreement (commitment) with a customer means an agreement such as sending an email, sending documents, making an appointment for the next business meeting, or making a promise with a customer. Hereinafter, the call data D whose utterance content includes a specific set of words related to sending an email or sending documents will be referred to as i The index set of ∈D' is E 31 ⊂ E. Here, the specific word set related to sending emails or documents is a set of words or keywords used when sending emails or documents, and {w 2i |w 2i is a word or keyword used when sending an email or document}. Examples of words or keywords used when sending an email or document include "documents have been sent," "email address," etc.

[0058] (5-2) Each call data D i ∈D', the call data D i It is determined whether the utterance content of ∈D' includes a specific word set related to an appointment. Hereinafter, the call data D i The index set of ∈D' is E 32 ⊂ E. Here, the specific word set related to the promise is a set of words or keywords used when making a promise with a customer, and {w 3i |w 3iis a word or keyword used when making a promise}. Examples of words or keywords used when making a promise include "I promise," "I will be of help to you," etc.

[0059] (5-3) And, the call data D contains a specific set of words related to sending emails or documents and a specific set of words related to appointments. i ∈D' is calculated as the commitment force. 31 ∩E 32 Commitment strength is calculated as (| / M) × 100[%]. Therefore, commitment strength can be defined as "the percentage of calls that include utterances related to agreements (commitments) with customers among all calls."

[0060] Finally, the quality index value calculation unit 101 stores the evaluation result data including the sales representative ID of the sales representative, the evaluation period, and the open-heartedness, empathy, pace, conversational ability, and commitment ability calculated in the above steps S101 to S105 in the evaluation result DB 104 (step S106).

[0061] <Display process of evaluation result screen> The following describes the display process of the evaluation result screen when an evaluation result screen including a quality evaluation value of a certain salesperson for a certain evaluation period is displayed on the display of the QA person terminal 40, with reference to Fig. 5. In the following, it is assumed that a request (a display request of the evaluation result screen) specifying at least the salesperson ID and the evaluation period has been sent from the QA person terminal 40 to the response quality evaluation device 10.

[0062] The evaluation result display control unit 102 receives a request to display an evaluation result screen from the QA staff terminal 40 (step S201).

[0063] The evaluation result display control unit 102 acquires evaluation result data including the sales representative ID and evaluation period specified in the display request from the evaluation result DB 104, and transmits the acquired evaluation result data to the QA person terminal 40 (step S202). As a result, an evaluation result screen, as described below, is displayed on the display of the QA person terminal 40 based on the evaluation result data.

[0064] <Evaluation results screen> FIG. 6 shows an example of an evaluation result screen displayed on the display of the QA personnel terminal 40. The evaluation result screen 1000 shown in FIG. 6 is a screen that displays, as a radar chart, each quality index value included in the evaluation result data received from the response quality evaluation device 10. This allows the QA personnel to check each quality index value of a certain salesperson during a certain evaluation period (in the example shown in FIG. 6, each evaluation index value for the salesperson ID "60005" and salesperson name "xx" during the evaluation period "June 1, 2021 to June 30, 2021"). Therefore, the QA personnel can refer to this evaluation result screen 1000 to consider various measures to improve the quality of customer service, for example.

[0065] <Modification> A modification of this embodiment will now be described.

[0066] <<Variation 1>> A request to display the evaluation result screen may specify multiple evaluation periods. In this case, the quality index values ​​of the salesperson in question for multiple evaluation periods may be displayed in a comparable manner. As an example, FIG. 7 shows an evaluation result screen in which the evaluation period is one day and "June 1st" to "June 5th" are specified in the display request. The evaluation result screen 2000 shown in FIG. 7 displays the quality index values ​​of the salesperson in question (salesperson ID "60005", salesperson name "xx") in each evaluation period from "June 1st" to "June 5th" in a comparable manner. This allows the QA personnel to compare the quality index values ​​of the salesperson in question for each evaluation period.

[0067] Although each evaluation period is one day in the example shown in FIG. 7, each evaluation period can be any period (for example, one week, one month, one quarter, one year, etc.).

[0068] <<Variation 2>> Multiple sales representative IDs may be specified in the display request for the evaluation result screen. In this case, the quality index values ​​of multiple sales representatives for the evaluation period may be displayed in a comparable manner. As an example, FIG. 8 shows an evaluation result screen in which the sales representative IDs of "Sales Representative A" to "Sales Representative E" are specified in the display request. On the evaluation result screen 3000 shown in FIG. 8, the quality index values ​​of "Sales Representative A" to "Sales Representative E" for the evaluation period "June 1, 2021 to June 30, 2021" are displayed in a comparable manner. This allows the QA personnel to compare the quality index values ​​of multiple sales representatives for a certain evaluation period.

[0069] <<Variation 3>> When calculating the open-heart power, in (1-1) above, it is determined whether or not a specific word set related to a personal topic is included in the speech content. However, by using different word sets at this time, the open-heart power corresponding to each word set can be calculated.

[0070] For example, if there is a word set A related to personal topics, a word set B related to personal topics, and a word set C related to personal topics, the open-heart power corresponding to word set A, the open-heart power corresponding to word set B, and the open-heart power corresponding to word set C may be calculated by performing the above determination (1-1) for each word set.

[0071] Similarly, when calculating the commitment power, multiple specific word sets related to sending materials may be used, or multiple specific word sets related to commitment may be used.

[0072] <Summary> As described above, the response quality evaluation device 10 according to this embodiment can calculate various index values ​​that evaluate the response quality of each salesperson during a predetermined evaluation period, targeting inside sales, which primarily use telephones as a communication tool. These index values ​​quantitatively represent important factors for building trusting relationships with customers and leading to the sale of products or services. Therefore, improving these index values ​​is expected to lead to more effective sales activities. Furthermore, QA personnel can consider various measures (e.g., training of salespersons) to improve these index values.

[0073] In this embodiment, five quality index values, namely, open-heartedness, empathy, pace, conversation, and commitment, are calculated, but it is not necessary to calculate all five, and only some of the quality index values ​​may be calculated as needed. Also, known quality index values ​​other than these five may be calculated.

[0074] The present invention is not limited to the above-described specifically disclosed embodiments, and various modifications, changes, and combinations with known technologies are possible without departing from the scope of the claims. [Explanation of symbols]

[0075] 10. Response quality evaluation device 20. Call Analysis System 30 Salesperson terminal 40 QA staff terminals 50 PBX 60 Customer terminals 70 Communication Network 101 Quality index value calculation unit 102 Evaluation result display control unit 103 Call DB 104 Evaluation Results DB E. Sales office environment

Claims

1. A response quality evaluation device for evaluating response quality related to sales activities, comprising: a calculation unit that calculates a plurality of index values ​​related to the customer service quality based on data related to a dialogue between the sales representative and the customer; a display control unit that displays the index value on a terminal connected to the response quality evaluation device via a communication network in response to a request from the terminal; and The plurality of index values ​​include: Open-heart power, which represents the percentage of conversations of a certain duration or more that contain words related to the customer's personal hobbies or preferences or personal topics, among all conversations between the sales representative and the customer; and Pace ability, which represents the percentage of the salesperson's speech speed in a conversation between the salesperson and the customer that is within a recommended speech speed range set according to the ratio of the customer's speech speed to the customer's average speech speed in each conversation; and Commitment, which represents the percentage of all conversations between the sales representative and the customer that include words related to sending emails, sending materials, or making appointments for the next business meeting.

2. The display control unit 2. The response quality evaluation device according to claim 1, wherein, in response to a request from said terminal, said plurality of index values ​​are displayed on said terminal so as to be comparable on the same scale.

3. A response quality evaluation device for evaluating response quality related to sales activities, a calculation step of calculating a plurality of index values ​​relating to the customer service quality based on data relating to a dialogue between the sales representative and the customer; a display control procedure for displaying the index value on a terminal connected to the response quality evaluation device via a communication network in response to a request from the terminal; Run The plurality of index values ​​include: Open-heart power, which represents the percentage of conversations of a certain duration or more that contain words related to the customer's personal hobbies or preferences or personal topics, among all conversations between the sales representative and the customer; and Pace ability, which represents the percentage of the salesperson's speech speed in a conversation between the salesperson and the customer that is within a recommended speech speed range set according to the ratio of the customer's speech speed to the customer's average speech speed in each conversation; and commitment, which represents the percentage of all conversations between the sales representative and the customer that include words related to sending emails, sending materials, or making a promise for the next business meeting.

4. The display control procedure includes:

4. The method for evaluating response quality according to claim 3, wherein the plurality of index values ​​are displayed on the terminal in a manner that allows comparison on a uniform scale in response to a request from the terminal.

5. A program that causes a computer to function as a response quality evaluation device as described in claim 1 or 2.

Images