CN110866032A - Method for inspecting service quality of customer service personnel - Google Patents
Method for inspecting service quality of customer service personnel Download PDFInfo
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- CN110866032A CN110866032A CN201911113377.7A CN201911113377A CN110866032A CN 110866032 A CN110866032 A CN 110866032A CN 201911113377 A CN201911113377 A CN 201911113377A CN 110866032 A CN110866032 A CN 110866032A
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- 238000000034 method Methods 0.000 title claims abstract description 32
- 238000007689 inspection Methods 0.000 claims abstract description 27
- 238000012216 screening Methods 0.000 claims description 14
- 238000012372 quality testing Methods 0.000 claims description 9
- 238000004590 computer program Methods 0.000 claims description 6
- 241001672694 Citrus reticulata Species 0.000 claims description 3
- 206010027940 Mood altered Diseases 0.000 claims description 3
- 238000011156 evaluation Methods 0.000 claims description 3
- 230000009467 reduction Effects 0.000 claims description 3
- 230000008569 process Effects 0.000 description 6
- 230000003287 optical effect Effects 0.000 description 3
- 230000007547 defect Effects 0.000 description 2
- 238000005516 engineering process Methods 0.000 description 2
- 230000004048 modification Effects 0.000 description 2
- 238000012986 modification Methods 0.000 description 2
- 230000009286 beneficial effect Effects 0.000 description 1
- 230000005540 biological transmission Effects 0.000 description 1
- 230000008859 change Effects 0.000 description 1
- 238000001514 detection method Methods 0.000 description 1
- 230000006872 improvement Effects 0.000 description 1
- 230000003068 static effect Effects 0.000 description 1
- 238000012360 testing method Methods 0.000 description 1
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
- G06F16/24—Querying
- G06F16/242—Query formulation
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
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Abstract
The invention discloses a method for inspecting service quality of customer service personnel, which relates to the technical field of quality inspection.
Description
Technical Field
The invention relates to the technical field of quality inspection, in particular to a method for inspecting service quality of customer service personnel.
Background
At present, various industries have higher requirements on the service quality of customer service personnel. At present, the service quality of each customer service staff is checked by a way that quality testers randomly or check all call records according to the seat numbers, and the way has the following defects:
because the screening of data is all manual screening, some people may be missed in the screening process, and the accuracy and the efficiency of the detection are lower.
Disclosure of Invention
In order to overcome the defects in the prior art, the embodiment of the invention provides a method for checking the service quality of customer service personnel, which comprises the following steps:
acquiring call records of customer service personnel in a set time period, wherein the call records comprise audio, customer numbers, call duration and customer evaluation of each call record;
repeating the steps, obtaining call records of all customer service personnel in a set time period, and generating a quality inspection list;
screening the quality inspection list according to set screening conditions to generate a quality inspection task, wherein the screening conditions comprise one or more of an agent number, a calling type, a position level, an area, a team and group, calling time and the number of call records;
the quality testing personnel check all the details of a preset grading template according to the quality testing task to generate a detail list;
scoring the quality inspection task according to a preset scoring upper limit and a score reduction rule corresponding to each detail in the detail list to generate a scoring result;
and checking the service quality of the customer service staff according to the grading result.
Preferably, after generating the quality inspection task, the method further comprises:
and associating the quality inspection task with the scoring template.
Preferably, after generating the list of details, the method further comprises:
and setting the scoring authority of each detail in the detail list, so that only one person can score each detail in the same time period.
Preferably, the individual details include tabu items, wherein the tabu items include work order creation errors, mandarin substandard, committed privately, committed not honored, and bad mood.
The method for checking the service quality of the customer service staff provided by the embodiment of the invention has the following beneficial effects:
according to the screening conditions, the data to be tested are automatically acquired, the quality testing task is generated, and the quality testing task is graded according to the grading template, so that the testing accuracy and efficiency are improved.
Detailed Description
The present invention will be described in detail with reference to the following embodiments.
The method for checking the service quality of the customer service staff provided by the embodiment of the invention comprises the following steps:
s101, call records of customer service personnel in a set time period are obtained, wherein the call records comprise audio, customer numbers, call duration and customer evaluation of each call record.
And S102, repeating the steps, acquiring call records of all customer service personnel in a set time period, and generating a quality inspection list.
And S103, screening the quality inspection list according to set screening conditions to generate a quality inspection task, wherein the screening conditions comprise one or more of the number of the agents, the calling type, the position level, the area, the team and group, the calling time and the number of the call records.
As a specific embodiment, all quality inspection tasks can be seen in a quality inspection list, the same call record can only be extracted for 1 time, the extracted call records are all call records which are not satisfied by a user, and due to the fact that the call record data are too large, the seat is filtered through an sql statement, and then the call records are screened through an ElasticSearch.
And S104, checking each detail of the preset grading template by a quality testing person according to the quality testing task to generate a detail list.
As a specific example, an unevaluated detail can be randomly scored, or a quality inspection task can be entered, and a specific detail is selected to be scored (scored or re-scored), wherein each task detail is scored at the same time, and only one person can score (the scoring operation is locked through a redis database, and the time is 30 minutes).
Wherein, the scoring templates are dynamically set, and only one scoring template is effective at the same time.
As a specific example, the scoring template is configured with a name and a score segment rating. Wherein the score segment rating includes excellent, pass, warning, fail, very fail.
And S105, scoring the quality inspection task according to a preset scoring upper limit and a score reduction rule corresponding to each detail in the detail list, and generating a scoring result.
As a specific example, the scoring template sets the upper score limit to 100 points, 80-100 points as excellent, 70-80 points as good, 60-70 points as warning, 50-60 points as bad, 0-50 points as very bad.
And S106, checking the service quality of the customer service staff according to the grading result.
As a specific example, the scoring results can be derived in excel format.
Optionally, after generating the quality inspection task, the method further comprises:
and associating the quality testing task with the scoring template.
Wherein, one quality inspection task corresponds to one scoring template.
Optionally, after generating the detailed list, the method further comprises:
and setting the scoring authority of each detail in the detail list, so that only one person can score each detail in the same time period.
Optionally, each detail includes a contraindication item, wherein the contraindication item includes a work order creation error, mandarin substandard, committed privately, not committed, and bad mood.
And no matter which option in the tabu items is selected, the corresponding scoring result is zero.
According to the method for inspecting the service quality of the customer service staff, provided by the embodiment of the invention, the data to be inspected are automatically acquired according to the screening conditions, the quality inspection task is generated, and the quality inspection task is scored according to the scoring template, so that the accuracy and the efficiency of inspection are improved.
In the foregoing embodiments, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
It will be appreciated that the relevant features of the method and apparatus described above are referred to one another.
It is clear to those skilled in the art that, for convenience and brevity of description, the specific working processes of the above-described systems, apparatuses and units may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
The algorithms and displays presented herein are not inherently related to any particular computer, virtual machine, or other apparatus. Various general purpose systems may also be used with the teachings herein. The required structure for constructing such a system will be apparent from the description above. Moreover, the present invention is not directed to any particular programming language. It is appreciated that a variety of programming languages may be used to implement the teachings of the present invention as described herein, and any descriptions of specific languages are provided above to disclose the best mode of the invention.
In addition, the memory may include volatile memory in a computer readable medium, Random Access Memory (RAM) and/or nonvolatile memory such as Read Only Memory (ROM) or flash memory (flash RAM), and the memory includes at least one memory chip.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.
The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). The memory is an example of a computer-readable medium.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in the process, method, article, or apparatus that comprises the element.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The above are merely examples of the present application and are not intended to limit the present application. Various modifications and changes may occur to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.
Claims (5)
1. A method for checking the service quality of customer service personnel is characterized by comprising the following steps:
acquiring call records of customer service personnel in a set time period, wherein the call records comprise audio, customer numbers, call duration and customer evaluation of each call record;
repeating the steps, obtaining call records of all customer service personnel in a set time period, and generating a quality inspection list;
screening the quality inspection list according to set screening conditions to generate a quality inspection task, wherein the screening conditions comprise one or more of an agent number, a calling type, a position level, an area, a team and group, calling time and the number of call records;
the quality testing personnel check all the details of a preset grading template according to the quality testing task to generate a detail list;
scoring the quality inspection task according to a preset scoring upper limit and a score reduction rule corresponding to each detail in the detail list to generate a scoring result;
and checking the service quality of the customer service staff according to the grading result.
2. The customer service personnel quality of service inspection method of claim 1, wherein after generating a quality inspection task, the method further comprises:
and associating the quality inspection task with the scoring template.
3. The method of claim 1, wherein after generating the list of details, the method further comprises:
and setting the scoring authority of each detail in the detail list, so that only one person can score each detail in the same time period.
4. The method of claim 1, wherein each statement comprises a contraindication item, wherein the contraindication item comprises a work order creation error, a Mandarin nonstandard, a commitment made privately, a commitment not to cash, and a bad mood.
5. A computer arrangement comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the steps of claims 1-3 are implemented when the computer program is executed by the processor.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201911113377.7A CN110866032A (en) | 2019-11-14 | 2019-11-14 | Method for inspecting service quality of customer service personnel |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201911113377.7A CN110866032A (en) | 2019-11-14 | 2019-11-14 | Method for inspecting service quality of customer service personnel |
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| CN110866032A true CN110866032A (en) | 2020-03-06 |
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| CN201911113377.7A Pending CN110866032A (en) | 2019-11-14 | 2019-11-14 | Method for inspecting service quality of customer service personnel |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113837587A (en) * | 2021-09-17 | 2021-12-24 | 深圳追一科技有限公司 | Customer service quality inspection method and device, computer equipment and storage medium |
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2019
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| CN1859457A (en) * | 2005-04-29 | 2006-11-08 | 深圳市友邻通讯设备有限公司 | Method for generating quality detecting data of calling center |
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| CN113837587A (en) * | 2021-09-17 | 2021-12-24 | 深圳追一科技有限公司 | Customer service quality inspection method and device, computer equipment and storage medium |
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