CN1866280A - Assessment system and its operation method combining CTI service and dynamic data - Google Patents

Abstract

The invention discloses an assessment system combining computer-telephone integration service and dynamic data and an operation method thereof, which are applied to the existing computer-telephone integration service , can perform monitoring and obtain data when a call is established every time, continuously accumulate the obtained dynamic assessment data in a dynamic database, can generate various assessment data mainly based on customer service personnel when assessment needs to be performed, and efficiently perform assessment of various assessments of the customer service personnel through a change balance mode and an exception management mode.

Description

Assessment system and its operation method combining CTI service and dynamic data

technical field

The present invention relates to an assessment system and its operation method, in particular to a computer-telephony integration service, which can integrate and generate various assessment data through the accumulation of dynamic assessment data, and utilize the dynamic balance The system and its operation method for assessment and evaluation of the method and exception management mode.

Background technique

Good customer service can bring good performance, and then improve the real profit of the enterprise. With the development of computer and telephone voice integration technology, a customer service mechanism that can fully combine computer technology and telephone voice technology, that is, Computer-Telephony Integration service (hereinafter referred to as CTI), can not only provide enterprises with It is a valuable resource for many customers and can provide customers with good service quality. Therefore, it has gradually been valued by enterprises in recent years and has been widely adopted.

The system architecture of the existing CTI is shown in FIG. 1 . The system includes: a special exchange 30, a computer telephony integration service server 40, a customer database 50, a voice corresponding host 60, a customer service terminal 70, etc., and is also referred to as a call center (call center). Its simple mode of operation is as follows: when the caller 10 dials a call to the call center, the incoming call 11 will first pass through the telephone network 20 and then use the special exchange 30 to connect the incoming call 11 to the computer telephony integration service server 40. At this time, the computer telephony integration service server 40 will send the call number of the caller 10 and some related control information to the customer database 50 and the voice response host 60 respectively, so that the customer data retrieved by the customer database 50 and the voice response host 60 Provided response information, the customer service personnel at the customer service terminal 70 can fully grasp the customer and the situation of the response, and then return 71 to the caller 10 by telephone, and the processing records between the customer and the customer service personnel during the entire call , all will be stored back in the customer database 50 and the voice response host 60 for updating, as a reference for next customer service.

Through the above-mentioned CTI, customers will be able to provide customers with more considerate and more delicate service quality. Of course, the corresponding enterprises can also grasp the needs of customers more accurately, and then improve their own customer service quality. Therefore, it can be said to be a part of business operations. Item main weapon. However, since the design concept of the entire CTI is mainly oriented towards serving customers externally, it seems that it is difficult for the customer service personnel located at the customer service terminal 70 to be effectively grasped under the existing entire CTI framework, especially for the assessment and evaluation of customer service personnel. In fact, due to the lack of specific and quantitative evaluation methods, it is impossible to evaluate customer service personnel, and this part is just a stumbling block for companies to improve customer service quality and increase real profits.

Although, in the existing CTI, in addition to providing a large amount of information about the customer itself, the interaction between the customer and the customer service personnel can already be used to obtain a lot of information that can be used as an assessment of the customer service personnel, but these evaluation information are only It is limited to the data obtained through CTI, but other dynamic evaluation project data, such as: customer service personnel's service quality, production capacity, absence, basic performance, operating procedures, etc., cannot be effectively integrated into the evaluation , so what is obtained is not an accurate and obedient evaluation result.

In addition, in the assessment and evaluation of customer service personnel in the past, it was only possible to make one-by-one and fixed judgments on the generated evaluation information according to the specific conditions set. In the entire evaluation process, not only the evaluation information failed to take into account the overall impact Factors of evaluating information, which can easily lead to the fact that the generated evaluation information cannot conform to the actual situation, which makes the evaluation and evaluation prone to unfair problems, and because each customer service personnel must be evaluated one by one, which often leads to corporate decision makers A lot of time and energy are wasted on assessment and evaluation, which in turn affects the efficiency of the overall operation of the enterprise.

Therefore, how to obtain the data information for evaluating the performance of customer service personnel from the existing CTI mechanism through the combination of computer software and hardware technology, and combine the dynamically updated assessment data to produce truly accurate and valuable customer service personnel Evaluate the data and truly implement the assessment and evaluation of customer service personnel, so that enterprise decision makers can effectively motivate customer service personnel and improve the overall customer service level, and can efficiently complete the assessment and evaluation of customer service personnel through accurate assessment and evaluation methods, saving enterprise operating resources , should be the current technical direction that needs to be actively developed.

Contents of the invention

In view of the above problems, the main purpose of the present invention is to provide an assessment system and its operation method combining CTI service and dynamic data, so as to integrate the assessment system and dynamic database in CTI to obtain various information of each customer service personnel. assessment data, and use these data to generate assessment data that can be used to assess the assessment of customer service personnel when assessment needs to be performed.

In terms of evaluation data generation, in addition to setting the items to be evaluated by customer service personnel according to different evaluation rules and generating standard evaluation results, the change balance method can also be adjusted according to the actual evaluation results, thereby avoiding The inaccuracy of assessment and evaluation of customer service personnel caused by different special circumstances, and then through the exception management mode to conduct actual assessment and assessment and discover abnormal customer service personnel performance, will further achieve rapid and efficient assessment and evaluation of customer service personnel. Another purpose of effective management.

Therefore, in order to achieve the above purpose, the present invention discloses an assessment system combining CTI service and dynamic data, wherein the assessment system includes: an assessment system connected between the computer telephone integration service server and the customer service terminal, and can be dynamically updated and Input the data of various evaluation items to the dynamic database of the evaluation system.

The operation method of the assessment system is as follows: when the call is established, it can receive the call control information and customer service personnel code from the computer telephony integration service server, and then execute the monitoring of the set demand items and continuously record the data of each demand item. At the time of termination, store the data of each demand item in the data file corresponding to the code of the customer service personnel, and when performing the evaluation, load the dynamically updated evaluation item data set during the corresponding evaluation period, and then retrieve all data files and combine each evaluation item The data is calculated by evaluation rules to generate evaluation data mainly based on the codes of each customer service agent.

In order to have a further understanding of the purpose, structure, features, and functions of the present invention, the detailed description of the embodiments is as follows.

Description of drawings

Figure 1 is a system architecture diagram of an existing computer telephony integration service;

Figure 2 shows a system architecture diagram of the present invention;

Figure 3 shows a flow chart of the method of the present invention; and

Fig. 4 is a schematic diagram of an embodiment of the evaluation data of the present invention.

Among them, reference signs:

10 callers

11 incoming calls

20 Telephone network

30 private exchange

40 Computer telephony integration service server

50 customer database

60 Voice response host

70 Customer service terminal

71 Call back

80 assessment system

85 Dynamic database

300 The average value of the evaluation data of the number of calls received

310 Designated customer service personnel

320 Change the standard interval range

Step 200 Receive a call control message and a customer service personnel code while waiting for the call to be established

Step 210 Execute the monitoring of multiple demand items and continuously record the data of each demand item

Step 220 call terminated

Step 230 stores the data of each required item in a data file corresponding to the code of the customer service personnel

Step 240 Perform assessment

Step 250 Loading a plurality of dynamically updated evaluation item data corresponding to an evaluation period setting

Step 260 Retrieve all the data files and combine the evaluation item data with multiple evaluation rules to generate an evaluation data with a standard range and based on the customer service personnel code

Detailed ways

The invention proposes an assessment system combining CTI service and dynamic data and its operation method. As shown in Fig. 2, the main feature on the system is to increase the part of the assessment system 80 and the dynamic database 85 in the existing CTI mechanism, the assessment system 80 is set between the computer telephony integration service server 40 and the customer service terminal 70, It is used to integrate the information provided by the service server 40 and the customer service terminal 70 according to the computer telephone at any time, and the dynamic database 85 is connected to the assessment system 80, which can provide dynamically updated assessment item data at any time, and is used for customer service after combining the two. Personnel assessments.

When the caller 10 makes a call to connect to the computer telephony integration service server 40, the evaluation system 80 will also be activated to execute the corresponding program at the same time. The operation method of the entire evaluation system is shown in Figure 3 and is described as follows:

Firstly, the evaluation system 80 will receive the call control information and customer service personnel code when the call is established (step 200).

The so-called call establishment means that when the incoming call 11 of the caller 10 is connected to the computer telephony integration service server 40 through the telephone network 20 via the private exchange 30, the computer telephony integration service server 40 will automatically designate a customer service member after the call is established. Therefore, the computer telephony integration service server 40 will send the designated customer service personnel code and related call control information to the assessment system 80. The call control information mentioned here at least includes: call number and call start time ( That is, the point in time when the call is established by the caller 10).

Next, the assessment system 80 starts to monitor the required items and continuously records the data of each required item (step 210 ). Now, because the incoming call 11 of the caller 10 has been connected with the computer telephony integration service server 40, the customer service personnel on the customer service terminal 70 can select the information from the customer database respectively according to the control information provided by the computer telephony integration service server 40. 50 and the voice response host 60 obtain relevant customer data and response information, and begin to answer 71 by telephone to the caller 10 to generate customer service interaction. At this point, the evaluation system 80 can retrieve the required data while the customer service staff interacts with the customer for the preset demand items. The data of these demand items can include: operation information, answering time and response time. Of course, these The requirement items can also be set by the user through input from the outside according to requirements of different evaluation conditions.

The so-called operation information refers to the information content of the corresponding operation performed by the customer service personnel when the caller 10 puts forward a demand by voice, generally including the voice code of the caller 10 and the corresponding operation code of the customer service personnel, and each voice code will be There is a corresponding operation code, and the operation information can be used to judge whether the customer service personnel are correct in handling the customer's needs; the so-called answering time refers to the time point when the customer service personnel answer the phone after the computer telephony integration service server 40 designates the customer service personnel , so the time difference between the start time of the call and the answering time can be used to judge the reaction status of the customer service personnel at that time; as for the response time, it is each time the customer service personnel ask the caller 10 to wait online until the customer service personnel answer the caller 10 again The time difference between them can be used to evaluate the response status of customer service personnel to customer needs.

The monitoring process of the entire assessment system 80 will continue until the call is terminated, so the assessment system 80 will detect whether the call is terminated at any time? (Step 220) If not terminated, then will continue to stay at step 210 and continue to perform the retrieval of the data of each demand item, if the conversation has terminated, then the assessment system 80 will store the data of each demand item in the code of the corresponding customer service personnel data file (step 230).

When performing the evaluation (step 240), the evaluation system 80 will first load the data of each evaluation item within the specific evaluation period setting from the dynamic database 85 (step 250), and the evaluation period setting can be set by the user according to You need to set the length of time by yourself, such as: one day, one week, one month, or one season...etc., and the types of evaluation item data can at least include: service quality evaluation item data, capacity evaluation item data, attendance and absence evaluation item data , basic performance evaluation item data, operating procedure evaluation item data, etc., each evaluation item data can contain different evaluation items according to the needs of evaluation, and each evaluation item can have different standards and weights , and can be adjusted at any time to be used in the final calculation of the data of various evaluation items. Of course, these evaluation rules can also be set by the user through external input according to different evaluation conditions and requirements.

For example: in the service quality evaluation item data, it may further include politeness evaluation items, answer accuracy evaluation items, homework accuracy evaluation items, response punctuality evaluation items, etc., each occupying a different weight, and then the final service quality evaluation item data can be calculated.

In fact, the real-time data of these assessment items can be maintained by dynamically updating the contents of the dynamic database 85, so that the maintenance of the dynamic database 85 can make the assessment system 80 refer to it at any time when performing assessment. to the latest assessment item data for each agent.

Then, when the evaluation system 80 loads all the evaluation item data, it can retrieve the corresponding data files from the evaluation system 80 according to the same evaluation period setting, and actively perform calculations according to the preset evaluation rules to generate each Evaluation data for customer service personnel (step 260). The so-called assessment rules are basically based on the customer service personnel data files accumulated in the previous assessment system 80, combined with the various assessment project data from the dynamic database 85, to perform assessment and assessment of customer service personnel, and then generate the required assessment. data.

The evaluation data may include: operation accuracy evaluation data, which can be used to determine whether the customer service personnel have given the correct operation procedure to the caller 10’s request according to the correspondence between the voice code and the operation code in the aforementioned operation information, and then calculate the operation of the customer service personnel. Correct ratio; in addition, evaluation data can also be reaction time evaluation data, mainly is to evaluate the time difference between customer service personnel for each caller 10 call initiation time and answering time, can reflect the response status of customer service personnel; or , the evaluation data can also be a response time evaluation rule, which can determine the response status, professionalism of the customer service personnel according to the length of time the customer service personnel make the caller 10 wait each time; and for example, when the call is terminated, the computer telephone The integrated service server 40 will generate a call end time information, so we can also use a time difference between the call start time and the call end time through an answering time evaluation rule to evaluate the answering volume of each customer service personnel. The evaluation data can also be generated by combining the content described in the preceding paragraph with loading from the dynamic database 85, and then using different evaluation rules to calculate and generate other evaluation data.

The data about the demand items or the evaluation rules can be pre-set differently according to the needs of the actual assessment and evaluation, and then only need to wait for the computer telephony integration service server 40 to establish a connection with the caller 10, and then the available information can be obtained at any time. As the evaluation data of customer service personnel, combined with the evaluation project data of dynamic database 85 and certain calculation rules, the individual assessment status of each customer service personnel can be obtained, or a few customer service personnel or even all customer service personnel can be designated Personnel evaluation status.

The above technical content is only explained from the perspective of caller 10 making a call to establish a call, but in fact, the mechanism of the computer telephony integration service server 40 further includes that the customer service terminal 70 can make an external call to any caller to establish a call, And this part is also included in the assessment system proposed by the present invention.

What needs to be mentioned is that in terms of evaluation data generation, in addition to setting the items to be evaluated for customer service personnel according to different evaluation rules and generating standard evaluation results, the balance method can also be changed according to the actual evaluation results Adjustment, so that the generated evaluation data can be generated in accordance with different special situations, and avoid inaccurate and unfair evaluation results of the overall customer service personnel due to special factors.

Through the exception management method, the generated evaluation data can have a change standard range. Through this change standard range, the customer service personnel who do not meet the evaluation evaluation can be quickly and efficiently found from the majority of the group. Therefore, only It is necessary to manage exceptions for these customer service personnel, which can greatly reduce the time and energy spent on assessment and assessment, and can also greatly improve the efficiency of assessment and assessment.

As for the part of FIG. 4 , it is a schematic diagram of an embodiment of the evaluation data generated by the present invention. Through this schematic diagram, we will discuss the above-mentioned variation balance method and exception management mode.

Listed diagrams represent the status of the number of calls received by the five designated customer service personnel 310, except that the five designated customer service personnel 310 receive their respective numbers of calls within a certain period of time (such as: Zhang San has 52 calls, Li Si has 52 calls, and Li Si has 52 calls. 49 calls, Wang Ermazi has 51 calls, Xue Pang has 37 calls and Chen Meimei has 50 calls), in the evaluation data, the number of calls generated by all customer service personnel in the same time can also be used The average value of the evaluation data is 300 as the standard value of the evaluation.

Assuming the original evaluation rules, the standard interval range (not shown in the figure) for the evaluation of the number of calls received by customer service personnel is set as 70 calls for the high standard; 60 calls for the average standard; and 50 calls for the low standard. of the customer service personnel will fall within this standard range, but none of the customer service personnel can reach the average standard of 60 calls, which shows that the assessment of the overall customer service personnel may not meet the standard due to some special factors.

Under such circumstances, it is obvious that the original preset standard range is not objective enough, and if further evaluation is required, it is necessary to conduct more detailed tracking for each customer service personnel, so as to truly confirm the location of the non-compliant customer service personnel. . Although it is possible to quickly and clearly know in which interval each designated customer service personnel 310 falls within the last one in this way. However, if the number of customer service personnel being evaluated increases greatly or the placement of the overall customer service personnel is affected due to some special factors, the standard range generated by the original pre-set evaluation rules may not be truly highlighted The assessment status of customer service personnel, and it usually takes more time and energy to carefully grasp the real assessment status of each customer service personnel.

The above situation often occurs in the actual assessment and evaluation. Therefore, in order to reduce the occurrence of this situation and improve the execution efficiency of the overall assessment and assessment, the present invention also proposes a mechanism for change balance and exception management, that is, it can Carry out the change adjustment of the above-mentioned standard interval range according to the actual situation at any time to produce the so-called variable standard interval range 320, thereby adjusting the high standard, average standard and low standard adjustment in the variable standard interval range 320, which can completely improve the situation caused by special factors. The impact on the assessment and evaluation of customer service personnel, and then fully reflect the real assessment status of customer service personnel.

After the adjustment of the variable balance mode, as shown in the figure, the 55 channels represented by the uppermost dotted line are the high standard after the variable balance; the 48 channels represented by the middle dotted line are the average standard; the 40 channels represented by the bottom dotted line are The low standard, the variable standard range 320 formed by the three dotted lines is the new range after the adjustment of the dynamic balance mode. At this time, the variation standard range 320 should be more in line with the needs of the actual assessment and evaluation. At this time, it is possible to clearly grasp at a glance the location of the customer service personnel who still do not meet the assessment standards after excluding special factors.

In Figure 4, it can be found that the customer service staff Xue Pang's 37-pass is obviously different from the other four customer service staff after the change balance. At this time, it is only necessary to cooperate with the exception management mechanism to be very efficient The assessment and evaluation of all customer service personnel can be completed by performing follow-up processing on the customer service personnel who do not meet the assessment standards, which will greatly improve the execution efficiency of the overall assessment, and can also find out the customer service personnel with real problems in a very short time The reason is to completely improve the previous assessment mechanism.

Through the combination of the computer telephony integration service CTI and the assessment system of the present invention, the originally purely customer-oriented computer telephony integration service CTI can be expanded into a set of mechanisms that can be used to effectively evaluate and assess customer service personnel, which can not only improve customer service The service level of personnel can bring many substantial benefits to the enterprise through customer satisfaction.

Above, although the preferred embodiments of the present invention have been disclosed, the content is not intended to limit the present invention. Any person skilled in the art can make appropriate modifications and improvements to the present invention without departing from the spirit and scope of the present invention. Therefore, the protection scope of the present invention should be determined by the appended claims.

Claims (22)

1, a kind of checking system in conjunction with compuphone integrated service and dynamic data, can integrate and realize all examination assessment demands, it is characterized in that, this checking system has a checking system that is connected between a compuphone integrated service server and the customer service terminal, and can dynamically update and import the dynamic data base that a plurality of evaluation item data are given this checking system, this checking system can when setting up, be received from one of this compuphone integrated service server converse control information and contact staff's code in conversation; Carry out the monitoring of a plurality of demand items then and continue respectively this requirement item destination data of record; When termination of a call, with the data storing of this demand item respectively in to a data file that should contact staff's code; And can when carrying out assessment, load respectively these evaluation item data that dynamically update of setting during the corresponding assessment; Retrieve all these data files and in conjunction with these evaluation item data respectively, carry out computing with a plurality of Rules of Assessment and produce and have a standard interval range and based on an assessment data of this contact staff's code respectively, to carry out the management by exception of this assessment data.

2, checking system according to claim 1 is characterized in that, described conversation control information comprises a conversation number and a call start time at least.

3, checking system according to claim 1 is characterized in that, described demand item comprises an operation information, at least and answers a time and a response time.

4, checking system according to claim 3 is characterized in that, described operation information comprises by the corresponding informance between the performed operation code of the performed phonetic code of client and contact staff.

5, checking system according to claim 1, it is characterized in that respectively these evaluation item data in the described dynamic data base comprise service quality evaluation item data at least, production capacity evaluation item data, go out evaluation item data absent from duty, basic performance evaluation item data and job procedure evaluation item data.

6, checking system according to claim 1, it is characterized in that, described assessment data comprises an operation accuracy assessment data, is according to a plurality of caller's phonetic codes in this operation information and corresponding a plurality of operation codes, assesses corresponding contact staff's the correct ratio of operation.

7, checking system according to claim 1 is characterized in that, described assessment data comprises a reaction time assessment data, is to answer time difference between the time according to this call start time and this, assesses corresponding contact staff's reaction condition.

8, checking system according to claim 1 is characterized in that, described assessment data comprises a response time assessment data, is to assess the responsive status of corresponding contact staff to customer demand according to a plurality of response times.

9, checking system according to claim 1, it is characterized in that, described system more comprises when termination of a call, answer the time Rules of Assessment according to one, reception is from the end of conversation time of this compuphone integrated service server, and according to and this call start time between time difference, assess corresponding contact staff's the amount of answering.

10, checking system according to claim 1 is characterized in that, described system more comprises and can import during each described demand item, the described assessment via the outside and this Rules of Assessment respectively by the user.

11, checking system according to claim 1, it is characterized in that, described system more comprises according to actual state this standard interval range is changed the balance adjustment, produce a change standard interval range and, be used for carrying out the management by exception of this assessment data based on this assessment data of this contact staff's code respectively.

12, all examination assessment demands can be integrated and realize to a kind of checking system How It Works in conjunction with compuphone integrated service and dynamic data, and this method comprises the following step:

Wait for and receive conversation control information and contact staff's code when conversation is set up;

Carry out the monitoring of a plurality of demand items and continue respectively this requirement item destination data of record;

When termination of a call, with the data storing of this demand item respectively in to a data file that should contact staff's code;

When carrying out assessment, load a plurality of evaluation item data that dynamically update of setting during the corresponding assessment; And

Retrieve all these data files and in conjunction with these evaluation item data respectively, carry out computing with a plurality of Rules of Assessment and produce and have a standard interval range and based on an assessment data of this contact staff's code respectively, to carry out the management by exception of this assessment data.

13, checking system How It Works according to claim 12 is characterized in that, described conversation control information comprises a conversation number and a call start time at least.

14, checking system How It Works according to claim 12 is characterized in that, described demand item comprises an operation information, at least and answers a time and a response time.

15, checking system How It Works according to claim 14 is characterized in that, described operation information comprises by the corresponding informance between the performed operation code of the performed phonetic code of client and contact staff.

16, checking system How It Works according to claim 12, it is characterized in that the described evaluation item data of each in the described dynamic data base comprise service quality evaluation item data at least, production capacity evaluation item data, go out evaluation item data absent from duty, basic performance evaluation item data and job procedure evaluation item data.

17, according to the described checking system How It Works of claim 12, it is characterized in that, described assessment data comprises an operation accuracy assessment data, is according to a plurality of caller's phonetic codes in this operation information and corresponding a plurality of operation codes, assesses corresponding contact staff's the correct ratio of operation.

18, checking system How It Works according to claim 12, it is characterized in that, described assessment data comprises a reaction time assessment data, is to answer time difference between the time according to this call start time and this, assesses corresponding contact staff's reaction condition.

19, checking system How It Works according to claim 12 is characterized in that, described assessment data comprises a response time assessment data, is to assess the responsive status of corresponding contact staff to customer demand according to a plurality of response times.

20, checking system How It Works according to claim 12, it is characterized in that, described method more comprises and works as the clearing time, answer the time Rules of Assessment according to one, receive the time difference between an end of conversation time and basis and this call start time, assess corresponding contact staff's the amount of answering.

21, checking system How It Works according to claim 12 is characterized in that, described method more comprises and can import during each described demand item, the described assessment via the outside and the step of each described Rules of Assessment by the user.

22, checking system How It Works according to claim 12, it is characterized in that, described method more comprises according to actual state this standard interval range is changed the balance adjustment, produce a change standard interval range and based on this assessment data of this contact staff's code respectively, be used for carrying out the step of the management by exception of this assessment data.

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