CN101005540A - Method for realizing sitting service level evaluation of calling center service - Google Patents

Method for realizing sitting service level evaluation of calling center service Download PDF

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CN101005540A
CN101005540A CN 200610001340 CN200610001340A CN101005540A CN 101005540 A CN101005540 A CN 101005540A CN 200610001340 CN200610001340 CN 200610001340 CN 200610001340 A CN200610001340 A CN 200610001340A CN 101005540 A CN101005540 A CN 101005540A
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service
user
server
agent
call
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CN 200610001340
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CN100566360C (en
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吴益民
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北京讯鸟软件有限公司
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Abstract

The method comprises: the key words are saved in the call control server; classifying the key words according to its registered key word; user logs on the calling center service system through registration server, and enquiries the key word; according to the key word enquired by user, the call guiding server selects the call control server where the key word locates at; the user initiates a call to the call control server, and builds a direct communication connection with the operator. After completing the session between user and operator, user evaluates the service level of operator; the evaluation information is fed back to the website of the calling center after making statistics by statistics server.

Description

实现坐席服务水平评价的呼叫中心服务方法 Implement seating level of service for call center service method

技术领域 FIELD

本发明涉及一种呼叫中心服务方法,尤其涉及在一种在通过关键字搜索服务的呼叫中心服务系统中,对坐席的服务水平进行评价的方法,属于计算机电信集成(CTI,Computer Telecommunication Integration)技术领域。 The present invention relates to a method of call center services, particularly to a method in the call center service system A keyword search service, the service level of the agent was evaluated, a computer belonging to telecommunications integration (CTI, Computer Telecommunication Integration) technology field.

背景技术 Background technique

呼叫中心是一种基于CTI技术,集信息采编、知识提取、自动流转于一体的智能信息服务系统。 Call center is an automatic transfer to one of the intelligent information service system based on CTI technology, information collection editing, knowledge extraction,. 它使电话网与计算机网无缝地结合在一起,对语音流和数据流进行统一监控和处理。 It enables the telephone network to a computer network to seamlessly combine voice and data flow monitoring and processing uniformly. 用户只要拨通服务热线号码,就可以在语音自动应答系统(IVR)的帮助下,可自动地完成查询信息、自助交易等工作。 Users simply dial the hotline number, it can with the help of automatic voice response system (IVR), the work can be done automatically query information, self-service transactions. 另一方面,它也可以转接至人工坐席台,由服务人员解答问题、受理业务,并可根据用户的历史资料提供“个性化”的周到服务。 On the other hand, it can also transfer to artificial agents table, by the service staff to answer questions, the admissibility of business, and to provide "personalized" thoughtful service based on the user's historical data.

当前,呼叫中心已经由集中式发展到分布式。 Currently, a call center has been centralized to distributed development. 但无论是集中式还是分布式的呼叫中心,都需要大量的硬件及软件投资才能实现。 But whether it is centralized or distributed call centers, it requires a lot of hardware and software investment can be achieved. 这对广大中小企业来说是十分不利的。 This is for the majority of SMEs is very unfavorable. 例如对于由个人所开设的众多网上店铺而言,使用现有的呼叫中心来提供用户服务是不现实的。 For example, many online shops are opened by individuals, the use of existing call centers to provide customer service is not realistic. 实践中,人们往往使用网络聊天软件如QQ、MSN等来解决这一问题,但这种做法存在很大的局限性。 In practice, people tend to use online chat software such as QQ, MSN, etc. to solve this problem, but there are significant limitations of this approach. 例如现有的聊天软件QQ、MSN的通讯模式都是先找到人,再选定聊天的主题。 Existing chat software such as QQ, MSN mode of communication is the first to find people to chat and then select the theme. 如果不知道有关人员的QQ或MSN帐号,聊天就无法进行。 If you do not know the persons concerned QQ or MSN account, you will not be able to chat. 另外,以电子公告牌(BBS)为代表的网络论坛虽然是基于主题的,但缺乏实时性。 In addition, an electronic bulletin board (BBS) as the representative of the network is based on the theme of the forum, though, but the lack of real-time. 聊天室软件可以做到基于主题和实时性,但一般采取一对多的服务模式,并且是存储转发的,不能低成本的大规模实施。 Chat room software can do topic-based and real-time, but in general, many of the service model, and is a store and forward, not low-cost large-scale implementation.

本发明人通过研究,提出了一种基于关键字搜索的呼叫中心服务方法,该方法基于包括网站服务器、数据库服务器、坐席、呼叫控制服务器、登录服务器、呼叫引导服务器、数据采集服务器、用户反馈服务器和通讯协作服务器的呼叫中心服务系统实现,其主要的技术步骤是:设置关键字,并存放在所述呼叫控制服务器中;对所述坐席按照其登记的关键字进行分类;用户查询关键字,所述呼叫引导服务器根据用户查询的关键字确定相应的呼叫控制服务器;所述用户对所述呼叫控制服务器进行呼叫,所述呼叫控制服务器将所述用户与该关键字对应的坐席关联起来;所述用户通过所述通讯协作服务器与所述坐席建立通信。 The present inventors study, we propose a method based call center service keyword search, the method based on a web server, database server, agent, call control server, login server, call the boot server, data acquisition server, server user feedback communication and collaboration server call center service system implementation, which is the main technical steps: setting keywords, and stored in the call control server; the agents are classified according to their keywords registered; user query key, directing the call server determines the appropriate call control server according to the user query keywords; the user places a call to the call control server, the call control server, the user associated with the keyword corresponding to the agent; the said user through said communication establishing communication with the collaboration server agent.

在上述的技术方案中,并未涉及用户对坐席服务水平的评价问题。 In the above technical solution, it did not address the evaluation of the level of service the user agent. 因此,坐席的服务水平指标,如呼叫次数、应答率、一次问题解决率、交互满意度等对用户隐蔽的。 Therefore, the seat of the service level metrics, such as number of calls, response rate, time resolution rates, interactive user satisfaction concealed. 只有系统的管理员可以访问到这些数据。 Only system administrators have access to this data. 这对于广大用户是不利的,因为他们无法方便地找到用户口碑最好、性能价格比最高的服务提供者(即呼叫中心的坐席)。 This is unfavorable for the majority of users, because they can not easily find the user reputation of the best, most cost-effective service provider (ie call center agents).

发明内容 SUMMARY

本发明的目的是针对现有呼叫中心服务方法的局限,提供一种新型的呼叫中心服务方法。 Object of the present invention is limited to existing methods of call center services, to provide a novel method for call center services. 该方法可以根据用户对坐席服务水平的评价,对坐席进行排序,从而为用户选择坐席提供参考。 The method based on user evaluation of the level of service agents, agents for sorting, so as to provide a reference for the user to select an agent.

为实现上述的发明目的,本发明采用下述的技术方案:一种实现坐席服务水平评价的呼叫中心服务方法,在呼叫控制服务器中存放关键字,对坐席按照关键字进行分类;用户查询关键字,呼叫引导服务器根据用户查询的关键字确定关键字所在的呼叫控制服务器,用户对该呼叫控制服务器进行呼叫,并通过通讯协作服务器与所述坐席建立直接通信,其特征在于:所述用户与所述坐席通信完毕之后,对所述坐席的服务水平进行评价,所述评价信息由统计评价服务器进行统计。 To achieve the above object of the present invention, the present invention adopts the following technical solutions: A method for evaluating the service call center agents to achieve the level of service, keywords stored in the call control server, agents are classified according to keywords; user query key , the boot server determines that the call a call control server according to the keywords of the keyword query the user, the user calls the call control server, and to establish direct communication with the collaboration server via the communication agent, wherein: the user and the after completion of said agent communication, the service level of the agent to be evaluated, the evaluation information statistically evaluated by the statistical server.

其中,所述用户通过用户反馈服务器反馈对坐席服务水平的评价。 Wherein the user feedback via user agent server feedback of the evaluation level of service.

所述评价信息连同呼叫ID、服务座席、通话开始/结束时间、用户所呼关键字、用户满意度信息一起存入数据库中。 The evaluation information along with call ID, a service agent, call start / end time, call the user keyword, user satisfaction with the information stored in the database.

所述评价信息由所述统计评价服务器统计之后,获得的服务水平指标通过所述网站服务器提供的WEB服务对外展示。 After evaluating the information provided by the statistical evaluation of server statistics, WEB Service Level obtain service provided by the website server external display.

用户在选择关键字之后,所述网站服务器在提供的WEB服务中向其展示可提供该关键字服务的坐席及该坐席的服务水平指标,由所述用户选择相应的坐席提供服务。 After selecting a user keyword, the website server in the WEB service offered to show them that may provide key services and the service level seats seats index, selected by the user agent to provide appropriate services.

本发明所提供的实现坐席服务水平评价的呼叫中心服务方法可以让用户在与坐席进行通信之前,准确获知有关坐席的信息,从而获取更加满足自身要求的服务。 The present invention provides call center services implemented method of evaluation of the level of agent service allows users to communicate with the agent prior to accurately obtain information about the seat, thereby obtaining more services to meet their requirements. 采用本方法,对作为服务提供者的坐席也可以提供实时的服务质量监督,从而有利于进一步改善整个呼叫中心服务系统的服务水平。 By this method, as the seat of the service provider can also provide real-time quality of service monitoring, which will help to further improve the service level of the entire call center service system.

附图说明 BRIEF DESCRIPTION

下面结合附图和具体实施方式对本发明作进一步的说明。 Hereinafter, the present invention will be further described in conjunction with the accompanying drawings and specific embodiments.

图1为基于关键字搜索的呼叫中心服务系统的整体架构示意图。 Figure 1 is a schematic diagram of the overall architecture of the system of call center services based on keyword searches.

图2为用于实现用户评价实时反馈的实时处理子系统的示意图。 FIG 2 is a schematic diagram of real time processing subsystem user evaluation to achieve real-time feedback.

图3为用户呼叫关键字查找坐席过程的时序图。 Figure 3 is a timing diagram of subscriber call keyword search agent process.

图4为通话完成之后,用户经过用户反馈服务器对坐席进行评分的时序图。 4 is completed after the call, the user agent to the server through the user feedback timing chart score.

图5为呼叫中心服务系统实时发布用户评价信息的时序图。 Figure 5 is a timing diagram of real-time publishing user evaluation information call center service system.

具体实施方式 Detailed ways

本发明所述的呼叫中心服务方法基于图1所示的呼叫中心服务系统来实现。 The method of call center services according to the present invention is achieved based on the service call center system 1 shown in FIG. 该呼叫中心服务系统包括网站服务器、数据库服务器、登录服务器、呼叫引导服务器、呼叫控制服务器(ACD)、数据采集服务器、用户反馈服务器、通讯协作服务器等。 The call center service system includes web server, database server, login server, boot server call, the call control server (ACD), data collection server, user feedback server, communications server, etc. cooperation.

其中,网站服务器提供网站服务,用于实现用户的注册、经营者管理、管理员管理、用户管理和座席管理等方面的功能。 Among them, the website server to provide web services for implementing registered users, operators management, administrator management, user management and agent management and other aspects of function.

登录服务器负责接收用户/座席的登录请求,验证用户身份,保存用户的IP/Port(网络地址/端口)信息,确认用户的网络类型。 Login server receives user / login request seats, authenticate users, save the user's IP / Port (network address / port) information to confirm the user's network types.

关键字查询工作由网站服务器完成。 Keyword search done by web server. 网站服务器一方面提供Web服务,将有关的关键字信息发布在网页上,供用户进行选择,另一方面也提供关键字查询服务。 The server provides Web services on the one hand, the key information about published on the web page, for users to choose, on the other hand also provides keyword search service. 当用户登录成功后,用户可以发送查询关键字的消息给网站服务器,网站服务器进行相关的数据库查询操作,并将结果返回给用户。 When the user logs in successfully, the user can send a query keyword messages related to database queries to the server, web server, and returns the results to the user.

数据采集服务器单独设置,专门用来进行监控/报表的相关数据操作,监控主要是提供当前的座席状态给经营者;报表包括:座席状态表、用户通话记录表,其中包括转账信息。 Data acquisition server provided separately, the data related specifically to monitor / report operation, monitoring agent mainly provides the current status to the operator; reports include: Agent status table, a user table call records, including information transfer. 数据采集服务器同时负责转账操作。 Data acquisition server is also responsible for the transfer operation.

呼叫控制服务器(ACD)给数据采集服务器发送座席状态变化消息的同时,附带被服务的用户的信息。 While the call control server (ACD) agent sent to a data acquisition server status change message, with information of the user being served.

使用本呼叫中心服务系统,首先需要确定交流的主题(即关键字),再提供给对此主题感兴趣的用户,同时向用户提供可以提供该主题服务的服务者。 Use of the call center service system, we first need to determine the theme of communication (ie keywords) and then provided to users interested in the topic, while service providers can provide services to users on the subject. 该服务者在本系统中充当坐席的角色。 The service providers act as agents in the system. 这样,用户和服务者在同一关键字之下关联起来,并通过呼叫控制服务器进行联系。 In this way, the user and the service provider associates under the same keywords, and contact through the call control server. 在同一关键字下,可以同时有多个服务者为用户服务。 In the same keywords, you can have multiple service at the same time for customer service. 服务者与用户一旦连通,就是一对一的服务。 Once the user communicates with the service provider, it is one to one service. 而当服务者数量少于在线的此主题下的用户数量时,按照呼叫中心的服务模式,用户在排队机中排队,等候被服务。 And when the number of users in a number of online service providers under this theme, in accordance with the call center service model, users queued in Queue waiting to be served.

在上述的服务过程中,为了有效监督坐席的服务质量,在用户与座席通话结束后,可以由用户对座席的服务水平提出评价。 In the service process, in order to effectively monitor the quality of service agent, at the end user with the agent call, we can evaluate the level of service proposed by the user agent. 评价可以分为非常满意、满意、一般、差四个标准。 Evaluation can be divided into very satisfied, satisfied, fair, and poor four criteria. 用户在每次通话结束后即可及时对服务座席提出评价。 Users can timely evaluation of the service agent at the end of each call. 用户也可以登录网站进行详细的服务投诉。 You can also visit the website for detailed service complaints.

用户反馈服务器负责接收用户端发来的反馈信息。 User feedback server receives user terminal information sent feedback. 反馈信息包括呼叫ID、服务座席、通话开始/结束时间、用户所呼关键字、用户满意度等,还可以进一步扩展。 Feedback information including call ID, a service agent, call start / end time, call the user keyword, user satisfaction can be further expanded.

图2为用于实现用户评价实时反馈的实时处理子系统的示意图。 FIG 2 is a schematic diagram of real time processing subsystem user evaluation to achieve real-time feedback. 该子系统包括呼叫控制服务器(ACD)、用户反馈服务器,数据采集服务器,统计评价服务器。 The subsystem comprises a call control server (ACD), user feedback server, data acquisition server, server statistical evaluation.

如图2所示,呼叫控制服务器连接呼叫数据采集服务器,呼叫数据采集服务器连接统计评价服务器,该统计评价服务器连接数据库。 2, the call control server connected to a data collection server call, the call server connected to the data acquisition server statistical evaluation, the statistical evaluation database server connection. 用户端通过用户反馈服务器向呼叫中心服务系统反馈对坐席服务水平的评价,该评价内容连同呼叫ID、服务座席、通话开始/结束时间、用户所呼关键字、用户满意度等信息一起进入数据库。 Client server through the user feedback feedback evaluation of the level of service agents to call center service system, the evaluation of the content together with the call ID, a service agent, call start / end time, call the user keyword, along with access to the database information user satisfaction. 同时由统计评价服务器进行统计和评价。 At the same time statistics and statistical evaluation by the evaluation server. 另外,数据库中的有关各服务者的服务水平指标也可以放入呼叫中心服务系统相关联的网站,以便让用户在使用之前就能够获得有关的信息。 In addition, the service level indicators related to each service's database can also be placed in the site associated with the call center service system, so that users can obtain prior to use relevant information.

呼叫数据采集服务器从呼叫控制服务器采集呼叫次数及单位时间内接通的用户通话。 Call data acquisition server turned collected and the number of calls per unit time of the user call from the call control server. 每一个从用户端发来的呼叫请求均被纪录为一次呼叫,每隔一段时间向数据库及统计评价服务器发送上一段时间内的呼叫量数据。 From each client are sent to the call request record for a call, the call transmission data amount within a period of time and statistical evaluation of the database server at regular intervals. 呼叫控制服务器同时纪录同一段时间内此关键字呼叫被服务者接通的数量。 The call control server simultaneously with the record number of calls within a period of time for this keyword is turned on service providers. 这些数据一方面被送至数据库,另一方面被送至统计评价服务器来计算如呼叫次数,应答率或其它需要计算的指标,其中呼叫次数可以在数据库中以不同的精确度被纪录,而应答率是单位时间内接通次数和呼叫量的比率(应答率=接通次数/呼叫量)。 These data are sent to the database on the one hand, on the other hand to the statistical evaluation is calculated as the number of calls to the server, the response rate, or other indicators to be calculated, the number of calls which may be in a different record in the database accuracy, and response It is the ratio of the number of turns and the amount of calls per unit time (ON response rate = number / call volume).

用户在通话完毕后,向用户反馈服务器提供是否一次问题解决和交互满意度的调查反馈。 After the call the user, whether to provide a problem-solving and interactive feedback satisfaction survey feedback to the user server. 用户提交的数据传入统计评价服务器计算,一次问题解决率为上一段时间间隔内一次问题就解决的次数和接通次数的比率(一次问题解决率=一次问题就解决的次数/接通次数),而总的交互满意度按照对应的关键字的评价标准(非常满意、满意、一般、差)累加计数,后存入数据库。 Incoming data submitted by the user server computing statistical evaluation, a number of problems to solve was the time intervals over a period of time to solve the problem and the number of turns ratio (= a rate of a problem solving the problem is often solved / ON times) and the total satisfaction interaction corresponding to the following evaluation criteria keyword (very satisfied, satisfied, fair, poor) counts up, after the database.

基于上述的用户评价结果,统计评价服务器可以生成各个服务提供者的服务水平指标,并可以通过网站服务器提供的Web服务向用户显示出来。 Based on the evaluation results of the user, the server can generate a statistical evaluation of the service level indicators for each of the service provider, and can be provided by a Web site server services to users displayed. 用户在选择基于关键字的服务后,同时被显示可以提供该关键字服务的各个服务提供者的服务水平指标,包括:呼叫次数,应答率,一次问题解决率,交互满意度,以及费率。 After the user selects a keyword-based services, it is displayed simultaneously to provide the level of service indicators for each of the service provider's key services, including: number of calls, response rate, time resolution rates, interaction satisfaction, and rate.

上述的服务水平指标具体含义如下:呼叫次数:某时间段内接到的呼叫。 Above the level of service indicators specific meaning as follows: number of calls: calls received certain period of time.

应答率:单位时间内服务提供者所接通和用户通话的比率。 Response rate: the service provider unit time and the ratio of the ON user calls.

一次问题解决率:服务提供者一次解决用户问题的比率。 Solve the problem of time: the ratio of the service provider once the user solve the problem.

交互满意度:用户对服务提供者的总体评价。 Interactive Satisfaction: overall assessment of the service's users. 由用户在通话完毕后填写。 Filled in by the user after the call is completed.

费率:服务提供者单位时间内的收费。 Rate: charges within the service provider unit of time.

用户可以通过以上几项指标中的某一项,根据自己的偏好进行排序,从而选择更适合自己的服务提供者。 Users can be sorted according to their preferences through more than a few indicators of an item to select more suited to their service provider.

下面对上述的呼叫中心服务过程展开进一步的说明。 Below for further explanation of the above-mentioned process of call center services.

如图3所示,在用户选定关键字后,向引导服务器发起呼叫。 As shown in FIG 3, after the user selected keywords to initiate a call to a boot server. 引导服务器中的关键字信息由系统维护程序实时更新。 Keyword information in the boot server maintained by the system in real-time program updates. 当用户的关键字请求发来后,判断关键字所在的ACD服务器,并返回结果给用户。 When the user request is sent to the keywords, the keywords determined ACD server, and returns the results to the user. 在得到关键字所在的ACD服务器信息后,用户对ACD服务器进行呼叫。 After obtaining the ACD server information containing the keywords, the user makes a call to the ACD server. ACD服务器也由系统维护程序实时更新信息。 ACD server also maintains a program by the system in real-time updates. 这些信息包括关键字及所属的部门,还有当前在线和不在线的坐席信息。 This information includes your keywords and departments, as well as the current online and offline seating information. 当用户的关键字呼入后,ACD服务器把用户的呼入排队到相应的部门中的被呼关键字的队列中(因为队列中可能有其它的用户呼叫正在排队)。 When the user of an incoming keyword, ACD server to queue incoming calls to a user respective sectors in the queue is calling key (queue since there may be other users queued calls). 如果有对应的空闲坐席,则把用户转移和空闲坐席连接。 If there is a corresponding idle agent, put the user and idle transfer agent is connected. 如果没有,用户在排队机中等待。 If not, the user waiting in the ACD. 用户被指定服务坐席后,通过通讯协作服务器,与坐席建立P2P(点对点)方式的连接。 After the user is assigned the service agent, through a collaboration server communication connection is established P2P (peer to peer) mode with the agent. 数据采集服务器保存用户、坐席的呼叫纪录,以便于用户、坐席和服务商查询及收费。 Save user data acquisition server, agent call record, in order to query the user, and service providers and agents fees.

如图4所示,用户与座席通话结束后,可以对座席的服务提出评价。 As shown, after the user calls the agent, the agent can make the evaluation of the 4 services. 评价可以分为非常满意、满意、一般、差四个标准。 Evaluation can be divided into very satisfied, satisfied, fair, and poor four criteria. 为此,用户端程序可以做成四个按钮供用户点选。 To this end, the client program can be made four buttons for the user to click. 另外,也可以采用百分制的评价体系。 Further, use may be made of percentile evaluation system.

图5为呼叫中心服务系统实时发布用户评价信息的时序图。 Figure 5 is a timing diagram of real-time publishing user evaluation information call center service system. 这一过程包括如下的几个步骤:1.呼叫控制服务器将呼叫数据推送至呼叫采集服务器(Call Info Msg);2.用户上传反馈信息(User FB Msg); This process comprises the following steps: a call control server call data collection server push call (Call Info Msg); 2 feedback information uploaded by users (User FB Msg);.

3.呼叫数据和用户反馈数据被存入数据库(Data Update);4.数据用于计算其它指标被传入统计评价服务器(Call Data,UserData);5.计算结果存入数据库(Calculated Data);6.网站应用程序访问数据库,要求更新(Update Req);7.返回更新数据,网页被更新(Update Data)。 3. The call data and user feedback data is stored in the database (Data Update);. 4 for calculating the data is passed to other statistical evaluation index server (Call Data, UserData);. 5 results stored in the database (Calculated Data); 6. web applications access the database requires an update (update Req);. 7 returns the updated data, the page is updated (update data).

为了保证用户/坐席与呼叫中心之间的安全、可靠连接,本发明中,服务器之间的通信可以采用TCP短连接。 To ensure safe and reliable connection between the user / call center agents with the present invention, the communication between the server can use TCP short connection. 而用户与各个服务器之间的通信只能采用UDP协议(用户数据报文协议)。 And the communication between the user and each server can only use the UDP protocol (User Datagram Protocol). 这是因为用户与服务器/服务器与服务器之间大都是信令消息,不允许消息丢失,所以必须通过可靠的UDP协议传输实现。 This is because mostly between the user and server / server and server signaling message, the message is lost is not allowed, it is necessary to achieve reliable UDP protocol transmission.

上面虽然通过具体实施方式描绘了本发明,但本领域普通技术人员知道,本发明有许多变形和变化而不脱离本发明的精神,所附的权利要求将包括这些变形和变化。 Although the present invention depicted above to specific embodiments, those of ordinary skill in the art know that there are many modifications and variations of the present invention without departing from the spirit of the invention, the appended claims are to encompass such modifications and variations.

Claims (5)

1.一种实现坐席服务水平评价的呼叫中心服务方法,在呼叫控制服务器中存放关键字,对坐席按照关键字进行分类;用户查询关键字,呼叫引导服务器根据用户查询的关键字确定关键字所在的呼叫控制服务器,用户对该呼叫控制服务器进行呼叫,并通过通讯协作服务器与所述坐席建立直接通信,其特征在于:所述用户与所述坐席通信完毕之后,对所述坐席的服务水平进行评价,所述评价信息由统计评价服务器进行统计。 1. A method of call center services to achieve the level of service for an agent, keywords stored in the call control server, agents are classified according to keywords; user query keywords, the keywords call boot server determines the user query keyword the call control server, the user calls the call control server, and to establish direct communication with the collaboration server via the communication agent, wherein: after the user is completed in communication with the agent, the service level of the agent is evaluation, the evaluation information statistically evaluated by the statistical server.
2.如权利要求1所述的实现坐席服务水平评价的呼叫中心服务方法,其特征在于:所述用户通过用户反馈服务器反馈对坐席服务水平的评价。 2. The agent call center services implemented method of evaluating the level of service as claimed in claim 1, wherein: the user via the user agent server feedback evaluation of the level of service feedback.
3.如权利要求1所述的实现坐席服务水平评价的呼叫中心服务方法,其特征在于:所述评价信息连同呼叫ID、服务座席、通话开始/结束时间、用户所呼关键字、用户满意度信息一起存入数据库中。 3. The call center agent services implemented method of evaluating the level of service as claimed in claim 1, wherein: said evaluation information together with the call ID, a service agent, call start / end time, the user calls a keyword, the user satisfaction together with the information stored in the database.
4.如权利要求1所述的实现坐席服务水平评价的呼叫中心服务方法,其特征在于:所述评价信息由所述统计评价服务器统计之后,获得的服务水平指标通过所述网站服务器提供的WEB服务对外展示。 4. The agent call center services implemented method of evaluation of the level of service as claimed in claim 1, characterized in that: said evaluation level indicator after the service information from the statistical evaluation of the statistical server obtained by the WEB site provided by the server service external display.
5.如权利要求1所述的实现坐席服务水平评价的呼叫中心服务方法,其特征在于:用户在选择关键字之后,所述网站服务器在提供的WEB服务中向其展示可提供该关键字服务的坐席及该坐席的服务水平指标,由所述用户选择相应的坐席提供服务。 5. The agent call center services implemented method of evaluation of the level of service as claimed in claim 1, wherein: after the user selects a keyword, the web server may provide the key to show them in the service provided by the WEB service the agent and the agent's level of service indicators, selected by the user agent to provide the corresponding service.
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