KR20050109823A - System and method for appraising quality of telephone call of call center - Google Patents

Abstract

The present invention improves the quality of a call center service by efficiently performing inbound / outbound evaluation by an evaluator client that extracts a call history of a call client from a call center from a CTI server and monitors a consultation. The present invention relates to a call center call quality evaluation system and method for evaluating agent clients.

Call center call quality evaluation system and method according to the present invention, based on the voice files and data stored by the Citi server to monitor the consultation content and to perform the inbound / outbound evaluation to facilitate the evaluation of the agent and improve work efficiency This can have a significant effect on improving the quality of customer service.

Description

Call center call quality evaluation system and method {SYSTEM AND METHOD FOR APPRAISING QUALITY OF TELEPHONE CALL OF CALL CENTER}

The present invention relates to a call center call quality evaluation system and method, and specifically, an inbound / outbound evaluation by an evaluator client that extracts a call history of an agent client of a call center from a CTI server and monitors consultation contents. The present invention relates to a call center call quality evaluation system and method for qualitatively improving the service of a call center and evaluating agent clients efficiently.

In order to meet diversified customer demands, customer relationship management (CRM) has become the center of marketing, and many companies operate call centers regardless of business type or size. These call centers provide a variety of information, and receive and resolve customer inquiries and complaints while the counselor responds to the customer through the telephone. In addition, due to the development of the Internet, a lot of consultations and failures are made through the Internet, but due to the speed of processing and accessibility, counseling using a call center is still a high proportion.

On the other hand, in the operation of the call center, in order to provide better quality counseling services to customers, the counseling history of the counselors should be periodically monitored and the counselors should be evaluated. Conventionally, a method of acquiring and monitoring counseling history using a CTI server for recording a call history between an agent and a customer is used. The configuration of a conventional call center system is shown in FIG.

Referring to FIG. 1, a conventional call center system includes a plurality of agent clients 10 conducting telephone consultations with a customer and a CTI server 20 storing counseling contents of an agent client. It is connected directly to the telephone of each counselor client 10 to store the contents of the consultation.

Here, CTI (Computer Telephony Integration) refers to a technology for recording and storing telephone conversations on a computer by connecting a telephone and a computer. That is, the CTI server 20 records the contents of the consultation (call) from the telephone of each counselor client 10 and stores them.

In addition, the CTI server 20 includes a counseling contents recording server 22 for recording counseling contents and storing them as a voice file, and a counseling history database 24 for storing counseling history of each counselor client. Among them, the counseling contents recording server 22 converts / stores the contents of the call to which the client client 10 responds to the client as it is and converts them into a voice file, and the counseling history database 24 consults with the clients of each counselor client. It is to store the information data according to the principle.

However, the conventional call center system simply records the contents of the counseling of the agent 10 and simply stores the information on each counseling. Therefore, in order to monitor or evaluate the contents of the counseling of the agent, the evaluator extracts and checks the data. There was no choice but to. That is, since the voice files and data stored in the consultation contents recording server 22 or the consultation history database 24 are not processed and used for evaluation, there is a problem that effective monitoring or evaluation of the consultation contents of the agent client cannot be made. there was.

In addition, in the counseling contents recording server 22 of the CTI server 20 recording the counseling contents of the counseling client and storing the counseling contents as a voice file, the counseling contents recording server 22 is not converted into a separate file for each consultation and stored in segments. The cumulative storage method was used continuously. Therefore, there is a problem in that it is difficult to load specific consultation contents (time, counselor client, etc.).

The present invention has been presented to solve the above problems, and an object of the present invention is to evaluate counseling contents by an inbound / outbound evaluator client based on voice files and information data stored by a CTI server. By providing an evaluation result data together with the voice file and the information data, it is to provide a call center call quality evaluation system and method for efficiently monitoring and evaluating counseling contents of a counselor client to improve customer service.

The above object of the present invention is a branch system for monitoring and evaluating each consultation item made between a client and an agent client by a branch evaluator client over a telephone. Consulting contents recording server to create and save, and each counseling item. Citi server including counseling history database that stores counseling history data including address value of counseling contents voice file and details of counseling item, and each counseling item. A first module for extracting consultation details data, a second module for extracting consultation contents voice file by referring to the address value of consultation history data, and a file format in which the branch evaluation client can listen to the file format of the consultation contents voice file. Module, counseling history data and transformed counseling contents A branch SecuA server comprising a fourth module for transmitting a voice file to the branch evaluator client and a fifth module for receiving and storing evaluation result data for each consultation item from the branch evaluator client, and consultation history data for each consultation item. And one or more branch evaluator clients for receiving and monitoring the consultation contents voice file and transmitting the evaluation result data for each consultation item.

In this case, it is preferable that the branch GCQ server includes a branch GCQ database for classifying and storing the extracted consultation history data, the converted consultation contents voice file, and the evaluation result data for each consultation item. In addition, the consultation contents recording server preferably stores the consultation contents voice file in segments.

In addition, the above object of the present invention is a head office system for evaluating an agent client through a telephone call to an agent client of a call center of an arbitrary branch office and a branch office. One or more Citi terminal for generating and storing the contents voice file and for storing the consultation data including the details of the consultation, and inputting and transmitting the consultation contents voice file, consultation history data and evaluation result data for the consultation Receive and classify the head office evaluation client, the web server that authenticates each head office evaluation client, and relays the transmission of consultation contents voice file, consultation history data and evaluation result data, and receives consultation contents voice file, consultation history data and evaluation result data. Each headquarters appraisal server includes the headquarters Secuei server to store It is also achievable by the headquarters system, where the client connects to the web server through a firewall.

At this time, it is preferable that the head office CQA server includes a headquarters CQA database that classifies and stores the consultation contents voice file, the consultation history data, and the evaluation result data.

In addition, the above object of the present invention is a call center call quality evaluation system for receiving and evaluating data from each branch office system for each consultation item conducted by a counselor client of each branch system via a telephone. One or more branch systems that generate and transmit branch inbound evaluation data, including a voice file recording the contents of the consultation, consultation history data including details, and first evaluation result data of each consultation item, and a branch office. A head office system that receives and stores branch inbound evaluation data from the system and evaluates the branch system based on the branch inbound evaluation data, wherein each branch system records the contents of the counseling of each counseling item to generate a counseling content voice file. And the contents of the consultation recording server and each consultation item. CTI server including counseling history database that stores counseling history data including address value of counseling contents voice file and details of counseling items, and a first module for extracting counseling history data for each counseling item. A second module for extracting the consultation content voice file by referring to the address value of the historical data, a third module for converting the file format of the consultation content voice file into a file format that can be heard by the branch evaluator client, the consultation history data, and the converted Counseling contents The fourth module for transmitting the voice file to the branch evaluator client, the fifth module for receiving and storing the first evaluation result data for each consultation item from the branch evaluator client, and the contents of the consultation voice file for each consultation item, consultation details Branch office inbound evaluation data, including the data and the first evaluation result data, One or more branch office QQA servers including a sixth module transmitting to the system, and one or more of receiving and monitoring counseling history data and counseling contents voice files for each counseling item and transmitting first evaluation result data for each counseling item. A branch office evaluation client comprising a branch evaluation client and a head office system evaluating each branch system based on each branch inbound evaluation data and transmitting a second evaluation result data, and each branch inbound evaluation data from each branch Secuay server. Receive and classify and receive the branch office inbound evaluation data to the head office evaluation client, and receives the second evaluation result data from the head office evaluation client client, the head office Secuei server, and branch office Secuay server and headquarter Secuay server Inbound evaluation of each branch office A call center call quality evaluation system comprising a web server for relaying transmission and reception of data, and relaying transmission and reception of each branch inbound evaluation data and second evaluation result data between the headquarters SecuA server and the head office evaluation client client. Do.

In addition, another object of the present invention, for each consultation item between the customer and the client client via the telephone, the contents of the consultation content voice file and the consultation content voice file generated and stored by recording the consultation content of each consultation item A call center call quality evaluation method for monitoring and evaluating each counseling item based on counseling data including values and details of each counseling item, the predetermined method for counseling items from a branch evaluator client who monitors and evaluates each counseling item. One of a first step of receiving a search condition, a second step of extracting a counseling item whose counseling data corresponds to the search condition, and transmitting a list of extracted counseling items to the branch evaluator client, and a list of counseling items from the branch evaluator client The third step of receiving the above consultation items; The fourth step of extracting the counseling history data, the fifth step of extracting the counseling contents voice file by referring to the address value of the counseling history data, and the file format of the counseling contents voice file as a file format that can be heard by the branch evaluation client. The sixth step of converting, the counseling history data and the seventh step of transmitting the converted counseling contents voice file to the branch evaluator client, the eighth step of receiving evaluation result data of evaluating each consultation item from the branch evaluator client and the selected consultation item And a ninth step of classifying and storing counseling history data, counseling contents voice file, and evaluation result data for each counseling item.

In this case, before the first step, the method further includes a step 1-1 for classifying and storing the details constituting the counseling history data for each field, and the second step includes counseling data having a field value matching the search condition. It is preferable to include a 2-1 step of extracting.

Hereinafter, with reference to the accompanying drawings will be described in detail the advantages, features and preferred embodiments of the present invention.

2 is a block diagram of a call center call quality evaluation system according to the present invention. Referring to Figure 2, the configuration of the call center call quality evaluation system according to the present invention is installed in the call center of each branch or branch, the inbound evaluation of the consultation content between the agent client 110 and the customer, the consultation details, consultation history and It is connected to the branch system 100 for storing the evaluation results and each branch system 100 includes the head office system 300 for integrated management of each branch system, and outbound evaluation of the counselor client of each branch system. The branch office system 100 and the main office system 300 are connected to the network 200, more specifically, an intranet to transmit and receive data.

In the above evaluation, the inbound evaluation means that the evaluation is performed through the voice file and the counseling history of the counseling client 110 with the customer, and the outbound evaluation is the external evaluation client's call to the branch / branch call center. This means evaluating the corresponding client client while walking with the counselor client. In the present invention, the inbound evaluation is performed by the branch evaluator client 150 of the branch system 100, and the outbound evaluation is performed by the head office evaluator client 340 of the head office system 300. In addition, the HQ evaluation client 340 may perform inbound evaluation on a branch / branch basis.

The branch system 100 according to the present invention is a system installed in a call center of each branch / branch, and is directly connected to a plurality of agent clients 110 and each agent client's telephones that serve and consult customers via a telephone. CTI server (CTI) server 120 for recording and storing the consultation content, branch office QQA (CQA) server for extracting, integrating and converting the data acquired and stored by the CTI server to provide to the branch evaluation client client 150 ( 130 and a plurality of branch evaluator clients 150 that inbound evaluate the consultation contents of the counselor client 10 based on the data acquired by the CTI server.

The counselor client 110 according to the present invention provides schedule information or accepts and processes inconveniences or troubles while receiving and consulting a customer. At this time, the customer service and consultation is made through the phone, so that each counselor client 110 to have a separate phone (not shown). On the other hand, the customer service and consultation may be made through a web page using a network such as the Internet in addition to the telephone, hereinafter will be described with a focus on the case of consultation by telephone. In addition, a unique identification code (hereinafter referred to as "agent identification code") is assigned to each agent client so as to identify each agent client 110. In this case, the agent identification code is preferably used by combining the identification code (branch identification code) of the branch system to which the corresponding client client belongs and the unique code of the agent client in the branch office.

The computer telephony integration (CTI) server 120 according to the present invention is directly connected to the telephone of each agent client 110 to record and store the contents of consultation between the agent client and the customer. To this end, the Citi Server 120 includes a consultation recording server 122 and the consultation history database 124.

The counseling contents recording server 122 records the counseling contents between the counselor client and the client and stores the counseling contents as a voice file (hereinafter, referred to as a 'voice counseling voice file'). Specifically, by recording the voice transmitted from the telephone of each counselor client 110, the contents of the call between the counselor client and the client are recorded. The recorded call is converted into a voice file and stored. In this case, the voice file may be stored in segments according to a system.

The consultation history database 124 stores consultation history data with the customer of each counselor client. The counseling history data is data for storing the details of each counseling. Preferably, the counseling contents are recorded so that the counseling contents voice file is stored and simultaneously generated and stored. The counseling history data preferably includes a unique code or address value of the counseling contents voice file in order to be able to extract a voice file (counseling contents voice file) for the counseling from the counseling contents recording server 122.

In addition, the counseling history data is to store the details according to the principle below for the consultation. Specifically, the time point of consultation is included, the identification code (branch identification code) of the branch office system, the agent identification code, the customer's identification code (customer identification code) of the consultation, the counseling type and processing results. In this case, the counseling type refers to the medium of consultation (telephone, internet, etc.), the type of consultation (provide information, trouble reception and handling, etc.), and the type of failure. Or the like. In the counseling history database 124, in storing the counseling history data, fields are classified and stored for each item (unique code / address value of the counseling contents voice file, detailed details according to the principle below). For example, the field of the consultation database is configured to include a voice file unique code / address value field, consultation time field, branch identification code field, agent identification code field, customer identification code field, consultation type field, and processing result field. can do. Therefore, the counseling history data of the counseling item to be monitored / evaluated can be easily searched / extracted using each field value as a key. In addition, it is possible to extract the consultation contents voice file from the consultation contents recording server 122 by identifying the unique code / address value of the consultation contents voice file through the extracted consultation history data.

Branch office QQA (130) according to the present invention is linked to and synchronized with the CTI server 120, and extracts the voice file and counseling history data for the consultation content at the request of the branch evaluation client 150 Convert and send. Specifically, when there is a data request for a specific counseling item by the branch evaluator client 150, the counseling history data for the requested item is extracted from the counseling history database 124. In addition, by obtaining the unique code / address value of the counseling content voice file through the extracted counseling history data, extracts the counseling content voice file stored in the counseling content recording server 122, the file to be used by the branch evaluation staff client 150 The format is converted and sent along with the consultation data to the branch evaluation client. In addition, when the evaluation result for the corresponding consultation item is input / transmitted from the branch evaluator client 150, the branch CC server 130 receives and stores the input evaluation result. The branch GQ server 130 may include a branch GQ database 132 to store the converted consultation contents voice file, the consultation history data, and the evaluation result data.

In the above, when the branch office QQA server 130 extracts and converts the counseling contents voice file of the counseling item when the governor evaluation client 150 requests a specific counseling item, the counseling content is different. The voice files may be collectively extracted and converted to be stored in the branch office CQA database 132. In this case, the branch GQ server 130 extracts and converts the counseling contents voice file in real time or at a predetermined cycle while the counseling contents recording file 122 is stored.

The branch evaluator client 150 according to the present invention performs inbound evaluation of the customer consultation content of the counselor client 110, and transmits the evaluation result to the branch SecuA server 130. The branch evaluator client 150 may be provided with a terminal (not shown) for performing connection to the branch SecuA server through the network 140, transmitting and displaying data, and inputting evaluation results.

When the branch evaluator client 150 accesses and authenticates the branch office CQ server 130 using a terminal and requests a search for an item previously consulted by the agent client 10 of the branch system system 100, the branch office CQ The A server 130 transmits a list of consultation items that match the search condition and displays the list on the terminal. In this case, the search may be made in various forms depending on the consultation time, counseling type, or counselor client. When the branch evaluator client 150 selects one or more items to be evaluated from the consultation item list and requests data, the branch GQ server 130 extracts the consultation contents voice file and the consultation history data for the requested consultation item. Will be sent. At this time, the consultation content voice file may be extracted and converted at the request of the branch evaluator client, or may be converted in real time or at a predetermined cycle as the voice file is stored. The branch evaluator client 150 refers to the consultation contents voice file and the consultation history data, performs the evaluation on the corresponding consultation item, and inputs and transmits the evaluation result. The branch SecuA server 130 is a branch SecuA database ( 132) The counseling contents voice file, counseling history data and evaluation result data for the counseling item evaluated in 132) are stored. Hereinafter, for convenience of explanation, the consultation contents voice file, the consultation history data, and the evaluation result data of the branch system 100 are referred to as 'branch inbound evaluation data'.

The head office system 300 according to the present invention is a system for controlling and managing each branch system 100, and branch inbound evaluation data (consultation voice file, consultation history data, and evaluation result data) from the branch Secuay server 130. Receives and transmits to the headquarters Secu-A server 320, the web server 310, the branch office system 100 receives the data according to the outbound evaluation from the headquarters evaluation server client 340 and transmits to the headquarters Secu-A server The headquarters SECQ server 320 and any branch office system 100 that receive and integrate the evaluation data and store the data in the headquarters SECQ database 322 and receive outbound evaluation data by the headquarters evaluation client client in the headquarters SECQ database. Headquarters evaluator client 340 to perform outbound evaluation.

The web server 310 according to the present invention relays data transmission and reception between the branch system 100 / the head office evaluation client client 340 and the head office Secuay server 320, and provides a display function to the head office evaluation member client. Specifically, the web server 310 receives branch inbound evaluation data (counseling contents voice file, consultation history data and evaluation result data) transmitted from each branch SecuA server 130 and sends it to the headquarters SecuA server 320. send. In addition, when the outbound evaluation of a specific branch office system is performed by the head office evaluator client 340, the counseling contents voice file, the counseling history data, and the evaluation result data (hereinafter referred to as 'outbound evaluation data') are headquartered by SECU. Send to server

The head office CQA server 320 according to the present invention receives branch inbound evaluation data of each branch system 100 from the web server 310 and stores the same in the headquarters CQA database 322. That is, when the headquarters Secu-A server receives the branch inbound evaluation data from the web server, the headquarters Secu-A server classifies and integrates the branch offices into the headquarters Secu-A database. In addition, the head office CQA server 320 receives outbound evaluation data (consultation content voice file, consultation history data, and evaluation result data) from the web server 310, and classifies and stores them in the head office CQA database.

The head office evaluator client 340 according to the present invention performs outbound evaluation of the branch office system 100, and is connected from the outside of the firewall 330 for the security of the head office system 300. The HQ evaluation client 340 is provided with a terminal (not shown) for connecting to the web server 310 and data transmission and reception.

Specifically, the head office evaluator client 340 selects a specific branch system to call the call center, and pretends to be a customer to proceed with the counselor client 110. In this case, the contents of the consultation with the counselor client and the counseling history are stored in the CTI terminal 342 provided to each of the evaluation client of the head office. The Citi terminal 342 plays the same role as the Citi server 120. That is, the call contents (counseling contents) between the counselor client and the head office evaluator client are recorded by the Citi terminal to generate a counseling contents voice file, and the counseling data according to the principle below is also generated and stored by the Citi terminal. The head office evaluator client 340 evaluates the consultation proceeds and inputs the evaluation result, and accesses the web server through the terminal to the outbound evaluation data, that is, the consultation contents voice file and the consultation history data stored in the Citi terminal 342. The evaluation result data will be transmitted.

3 is a flowchart in which an inbound call center call quality evaluation process according to the present invention is performed and is a flowchart of a process in which an inbound evaluation is performed by the branch evaluator client 150. Referring to Figure 3, the inbound call center call quality evaluation process according to the present invention will be described.

The counselor client 110 of the branch office system 100 responds to the customer via the telephone and proceeds with the consultation (ST300). The CTI server 120 is connected to the telephone of each counselor client to record the contents of the call between the client and the client (consultation), and the recorded contents are stored in the consultation contents recording server 122 as a voice file. In addition, the details of each consultation are stored as consultation history data in the consultation history database 124 (ST310). As described above, the consultation data includes the unique code / address value of the consultation contents voice file.

The branch evaluator client 150 accesses the branch SecuA server 130 through the network 140 using the terminal, and the branch SecuA server authenticates the branch evaluator client (ST320). The branch evaluator client 150 inputs and transmits the search conditions (time, counseling type, agent client, etc.) of the counseling item to be monitored / evaluated through the terminal, and the branch SecuA server 130 consults with the search condition. Search for the item (ST330). Specifically, the consultation history data matching the search condition inputted by the branch evaluator client 150 is searched from the consultation history database 124 of the CTI server 120. For example, if the Governor Evaluation Client requests a search for consultation items from April 1, 2004 to April 10, 2004, the Consultation Time field value is 200404010000 (00/1 April 2004, 00 hours). 00 minutes) to 200404102400 (April 10, 2004, 24: 00).

The branch GQ server 130 transmits and displays a list of retrieved counseling history data to the terminal of the branch evaluator client 150, and the branch evaluator client selects a consultation item to be monitored / evaluated from the list (ST340). In this case, one or more counseling items may be selected.

When the data of the counseling item selected by the branch evaluator client 150 is received by the branch GQ server 130, the GQ server extracts a unique code / address value of the consultation contents voice file from the corresponding consultation history data and uses the key. After extracting the consultation contents voice file from the consultation contents recording server 122, the file format is converted so that the branch evaluation client can listen (ST350). The branch GQ server 130 transmits the converted consultation contents voice file and the consultation history data to the branch evaluator client 150 for the selected consultation item (ST360).

The branch evaluator client 150 performs an evaluation on the corresponding consultation item while listening to the consultation contents voice file received by the terminal, reading the consultation history data, and inputs an evaluation result (ST370). The input evaluation result (evaluation result data) is transmitted to the branch SecuA server 130, and the branch SecuA server stores the evaluation result data in the branch SecuA database 132 (ST380). At this time, the branch GCQ database stores the consultation contents voice file, the consultation history data, and the evaluation result data (branch inbound evaluation data) for the consultation item on which the evaluation is made.

In the meantime, the steps ST310 to ST370 when the branch SecuA server 130 performs the conversion of the consultation contents voice file at regular intervals rather than at the request of the branch evaluator client 150 will be described below.

First, the CTI server 120 transmits a corresponding file to the branch CQ server 130 while storing voice files and data in the consultation contents recording server 122 and the consultation history database 124 (ST310). The branch GQ server 130 classifies and stores the consultation contents voice file and the consultation history data in separate tables (counsel contents table, consultation history table) of the branch GQ database 132. At this time, the counseling history data includes a unique code / address value of the counseling contents voice file as described above, and each detail is classified and stored in each field of the table. In addition, the branch GQ server 130 converts the format of the consultation content voice file at the same time as the reception of the consultation content voice file or at a predetermined period, and stores the converted consultation content voice file in the branch office QQA database.

When the branch evaluator client 150 connects and inputs a search condition, the branch SecuA server 130 uses the field value according to the input condition among the fields of the consultation history table of the branch SecuA database 132 as a key to provide a consultation history. The data is retrieved (ST330). The branch GQ server 130 transmits a list of retrieved counseling history data, and the branch evaluator client selects a consultation item to be monitored / evaluated (ST340).

The branch GQ server 130 extracts the consultation contents voice file from the consultation contents table using the unique code / address value of the consultation contents voice file included in the selected consultation history data, and then branches the consultation contents voice file and the consultation history data. It is transmitted to the evaluation client (ST350, ST360).

4 is a flowchart in which an outbound call center call quality evaluation process according to the present invention is performed, and the outbound evaluation of each branch office system 100 is performed by the head office evaluator 340. Referring to Figure 4, the outbound call center call quality evaluation process according to the present invention will be described.

The head office evaluation client 340 accesses and authenticates the web server 310 using the terminal (ST400).

The head office evaluator client 340 selects the branch system 100 to be evaluated, connects to the call center of the branch office system, and impersonates the customer to proceed with the counselor client 110 (ST410, ST420). At this time, the call content (counseling content) between the HQ evaluation client and the counselor client is recorded in the Citi terminal 342 connected to the phone of the HQ evaluation client client, and the consultation history data is also stored.

The head office evaluator client 340 is evaluated after the consultation is completed and input the evaluation result (ST430). The evaluation client of the head office transmits the evaluation result data along with the consultation contents voice file and consultation history data stored in the Citi terminal 342 to the web server 310, and the web server receives the received consultation contents voice file, consultation history data and evaluation. The result data (outbound evaluation data) is transmitted to the head office CQA server 320 (ST440). The head office CQA server 320 classifies and stores the received outbound evaluation data in the headquarters CQA database 322.

In the above, step ST400 may be performed after ST420. That is, the head office evaluator client 340 may be connected to the web server 310 for the transmission of outbound evaluation data after the consultation with the counselor client 110 is finished.

Meanwhile, the head office evaluator client 340 may perform inbound evaluation on a branch / branch basis in addition to the outbound evaluation of each branch system 100. Here, the inbound evaluation means evaluating the branch office system based on branch office inbound evaluation data transmitted from each branch office system, and hereinafter referred to as 'head office inbound evaluation'.

First, when the HQ evaluation client 340 accesses the web server 310 by using a terminal and requests an inbound evaluation, the web server is branch office inbound stored in the HQ CQA database 322 from the HQ CQA server 320. The list of evaluation data is received and sent to the terminal.

The head office evaluator client 340 individually selects consultation items from the list displayed on the terminal or by branch system unit, and the web server 310 requests the branch office inbound evaluation data from the head office CQ server 320. do. The head office CQA server 320 extracts the requested branch inbound evaluation data from the headquarters CQA database 322 and transmits it to the web server 310, and the web server transmits the same to the head office evaluation client 340.

The head office evaluator client 340 performs the evaluation of the branch office system 100 based on the received branch inbound evaluation data, and inputs and transmits the evaluation result. The transmitted evaluation result data is received by the head office CQA server 320 via the web server 310 and stored in the head office CQA database 322 together with the branch inbound evaluation data of the branch office system.

As described above, the call center call quality evaluation system and method according to the present invention, based on the voice files and data stored by the Citi server to monitor the consultation content and perform the inbound / outbound evaluation to perform the evaluation of the agent It can promote and improve work efficiency, which has a significant effect on improving the quality of customer service.

In other words, the call center call quality evaluation system and method according to the present invention,

First, the problem that it was difficult to extract the counseling contents voice file stored in the Citi server in the past, in particular, the problem that it was difficult to extract the counseling contents voice file required when stored in the segment unit, freely extract the necessary counseling contents voice file By converting the file format so that the evaluator's client can listen to it, the consultation contents can be monitored and evaluated more efficiently.

Secondly, it is possible to shorten the processing time and improve the work efficiency by enabling the computerized automatic processing of what was conventionally handwritten,

Third, because the subjective evaluation is made, the evaluation criteria for each branch system are unclear, so that the objective evaluation is possible by making the objective evaluation possible.

Fourthly, it is possible to secure the work evaluation data of counselors and standardize the evaluation work, thereby improving the quality of the evaluation work and services.

Fifth, by monitoring and evaluating consultation contents for each branch, it is possible to establish a basis for improving the quality of service through a competitive system of civil affairs.

Lastly, by analyzing call / consulting cases based on inbound / outbound evaluation results, it is possible to provide basic data of quality control such as direction of civil affairs, solutions and education.

While the preferred embodiments of the present invention have been described using specific terms, such descriptions are for illustrative purposes only, and it is understood that various changes and modifications may be made without departing from the spirit and scope of the following claims. Should be done.

1 is a block diagram of a conventional call center system.

2 is a block diagram of a call center call quality evaluation system according to the present invention.

Figure 3 is a flow chart of the inbound call center call quality evaluation process according to the present invention.

4 is a flow chart of the outbound call center call quality evaluation process according to the present invention.

*** Explanation of symbols on the main parts of the drawing ***

100: branch office system 110: agent client

120: CTI server 122: recording recording consultation

124: consultation database 130: branch office CQA server

140, 200: network 150: branch evaluator client

300: head office system 310: web server

320: headquarters CQA server 330: firewall

340: Head Office Evaluation Client 342: CTI terminal

Claims (8)

A branch system that monitors and evaluates each consultation item between a client and an agent client by telephone by a branch evaluator client. Counseling history recording server for creating and storing counseling contents voice file by recording counseling contents of each counseling item, and counseling history including address value of the counseling contents voice file and details of the counseling item for each counseling item. A CTI server including a consultation database storing data; A first module for extracting the counseling history data for each counseling item, a second module for extracting the counseling contents voice file with reference to the address value of the counseling history data, and a file format of the counseling contents voice file; A third module for converting to a file format that a branch evaluator client can listen to, a fourth module for transmitting the counseling history data and the converted consultation contents voice file to the branch evaluator client, and each consultation item from the branch evaluator client A branch QQA server comprising a fifth module for receiving and storing the evaluation result data for the branch office; And And at least one branch evaluator client for receiving and monitoring the counseling history data and the counseling contents voice file for each counseling item and transmitting the evaluation result data for each counseling item. The method of claim 1, The Governor Secuai server, A branch office system comprising: a branch office CQA database for classifying and storing the extracted counseling history data, the converted counseling contents voice file, and the evaluation result data for each counseling item. The method of claim 1, The consultation contents recording server, The branch system, characterized in that for storing the consultation content voice file in segments. A head office system that evaluates the agent client through a telephone call to an agent client of a call center of any branch or branch. A CTI terminal is provided for recording and storing counseling contents voice file by recording the contents of the counseling and storing counseling data including the details of the counseling. The counseling contents voice file and the counseling history data are provided. And one or more head office evaluator clients for inputting and transmitting evaluation result data for the consultation. A web server for authenticating each of the head office evaluator clients and relaying transmission of the consultation contents voice file, the consultation history data and the evaluation result data; And And a head office CQA server configured to receive and classify the consultation contents voice file, the consultation history data, and the evaluation result data. The head office system, characterized in that each of the head office evaluation member client access the web server through a firewall. The method of claim 4, wherein The headquarters Secuai server, The head office system comprising a head office Secuay database for classifying and storing the consultation content voice file, the consultation history data and the evaluation result data. A call center call quality evaluation system for receiving and evaluating data from each branch office system for each consultation item conducted by an agent client of each branch system via a telephone. The one for generating and transmitting, for each consultation item, a branch file inbound evaluation data including a voice file recording a consultation content, counseling history data including details, and first evaluation result data for evaluating each counseling item; Branch office systems; And A head office system for receiving and storing the branch inbound evaluation data from the branch system and evaluating the branch system based on the branch inbound evaluation data; Each branch system above, Counseling history recording server for creating and storing counseling contents voice file by recording counseling contents of each counseling item, and counseling history including address value of the counseling contents voice file and details of the counseling item for each counseling item. A CTI server including a consultation database storing data; A first module for extracting the counseling history data for each counseling item, a second module for extracting the counseling contents voice file with reference to the address value of the counseling history data, and a file format of the counseling contents voice file; A third module for converting to a file format that a branch evaluator client can listen to; a fourth module for transmitting the consultation history data and the converted consultation contents voice file to the branch evaluator client; and each consultation item from the branch evaluator client. Transmitting the branch inbound evaluation data including a fifth module for receiving and storing first evaluation result data and a consultation contents voice file, counseling history data, and first evaluation result data for each consultation item to the head office system; A branch CQA server including a sixth module to make a branch; And And at least one branch evaluation client client for receiving and monitoring the counseling history data and the counseling contents voice file for each counseling item, and transmitting first evaluation result data for each counseling item, The head office system, A head office evaluator client for evaluating each branch office system based on each branch inbound evaluation data and transmitting second evaluation result data; Receive and classify and store each branch inbound evaluation data from each branch SecuA server, transmit the branch inbound evaluation data to the head office evaluation client, and receive and classify the second evaluation result data from the head office evaluation client. Headquarters Secuai server to store; And Relay transmission and reception of the respective branch office inbound evaluation data between the branch office CQA server and the head office CQA server, and transmission and reception of each branch inbound evaluation data and the second evaluation result data between the head office CQ server and the head office evaluation client client. Call center call quality evaluation system, characterized in that it comprises a web server for relaying. For each consultation item made between the customer and the counselor client over the telephone, the consultation content of each consultation item is recorded and generated, and the address value of the consultation content voice file and the consultation content voice file, and details of each consultation item. A call center call quality evaluation method for monitoring and evaluating each counseling item based on counseling history data including details, A first step of receiving a predetermined search condition for the consultation item from a branch evaluator client for monitoring and evaluating each consultation item; A second step of extracting a counseling item whose counseling history data meets the search condition and transmitting the extracted list of counseling items to the branch evaluator client; A third step of selecting one or more consultation items from the list of consultation items from the branch evaluation client; A fourth step of extracting the consultation history data with respect to the selected consultation item; A fifth step of extracting the consultation contents voice file by referring to the address value of the consultation history data; A sixth step of converting a file format of the consultation contents voice file into a file format that can be heard by the branch evaluation client; A seventh step of transmitting the consultation history data and the converted consultation contents voice file to the branch evaluator client; An eighth step of receiving evaluation result data of evaluating each counseling item from the branch evaluator client; And And a ninth step of classifying and storing the counseling history data, the counseling contents voice file, and the evaluation result data for the selected counseling item for each counseling item. The method of claim 7, wherein Before the first step, The method further includes a step 1-1 of classifying and storing the details constituting the consultation data for each field, The second step, And a step 2-1 of extracting the consultation history data having a field value corresponding to the search condition.