CN1866280A

CN1866280A - Evaluation system combined with CTI service and dynamic data, and operating method thereof

Info

Publication number: CN1866280A
Application number: CNA2005100707901A
Authority: CN
Inventors: 薛永嘉
Original assignee: Individual
Current assignee: Individual
Priority date: 2005-05-19
Filing date: 2005-05-19
Publication date: 2006-11-22

Abstract

The disclosed check system combined computer-telephony integration service and dynamic data comprises: monitoring every dialogue to obtain data and add into the dynamic database, generating different evaluation data for service staff for check, and taking efficient check by variable balance and exception management mode.

Description

In conjunction with checking system and the How It Works thereof of CTI service with dynamic data

Technical field

The present invention relates to a kind of checking system and How It Works thereof, be particularly related to a kind of being applied on the compuphone integrated service (computer-telephony integration service), can integrate by the accumulation of dynamic examination data and produce every assessment data, and utilize change balance mode and management by exception pattern to examine the system and the How It Works thereof of assessment.

Background technology

Good customer service can bring good achievement performance, and then promotes the essence profit of enterprise.And along with the development of computing machine and call voice integration technology, a kind of can be fully in conjunction with the customer service mechanism of computer technology and call voice technology, be compuphone integrated service (Computer-TelephonyIntegration service, hereinafter to be referred as CTI), not only can grasp many clients' precious resources for enterprise, more can therefore be paid attention to by enterprise gradually in recent years and greatly employing for the client provides the favorable service quality.

The system architecture of existing CTI as shown in Figure 1.This system comprises: private branch exchange system 30, compuphone integrated service server 40, customer database 50, voice respective hosts 60, customer service terminal 70 ... form Deng part, abbreviate call center (call center) again as.Its simple function mode is as follows: when caller 10 calls to the call center, its calling 11 can be earlier through the transmission of telephone networks 20 then whereby private branch exchange system 30 calling 11 and compuphone integrated service server 40 are connected, compuphone integrated service server 40 meetings this moment send caller 10 conversation number and the control information that some are relevant to customer database 50 and voice reply main frame 60 respectively, the reply information that provided of customer database 50 customer data having access to out and voice reply main frame 60 whereby, the contact staff who is positioned at customer service terminal 70 just can fully grasp the situation of client and reply, give caller 10 by liaison mode reply 71 equally then, and in the whole communication process about the processing record between client and the contact staff, all will return again to deposit to customer database 50 and voice reply main frame 60 and upgrade, as the reference frame of next customer service.

By above-mentioned CTI, the client can be provided more intimate and more fine and smooth service quality, certainly relative enterprise also can grasp client's demand more accurately, and then promotes oneself's customer service quality, main sharp weapon on the enterprise operation of therefore can saying so.But because the design concept of whole C TI is serve as mainly to lead with external services client, therefore for the contact staff who is positioned at customer service terminal 70, as if under existing whole C TI framework, comparatively be difficult to effectively be grasped, particularly in the examination assessment for the contact staff, especially owing to lack the concrete evaluation measures that quantizes, and can't carry out contact staff's examination assessment, and this part just in time is the stumbling-block that enterprise's desire promotes the customer service quality and increases the essence profit.

Though, in present existing C TI except information that a large amount of relevant clients itself can be provided, many information that can be used as assessment contact staff examination are obtained in the interaction between client and the contact staff whereby, but these appreciation information only limit to the obtained data by CTI, but for other dynamic evaluation item data, as: contact staff's service quality, production capacity, go out absence from duty, basic performance, job procedure ... or the like, but can't effectively be integrated in the examination assessment, therefore acquired be not be a kind of accurately and the examination assessment result of obeying.

In addition, past is for only coming the appreciation information that is produced is done one by one and fixing judging according to the specified conditions that set in contact staff's the examination assessment, in the middle of the process of this whole assessment, not only appreciation information can not considered the factor of entire effect appreciation information, and cause the appreciation information that produces can't realistic situation easily, and make examination be easy to generate the just problem of losing on assessing, more because for each contact staff all must be one by one item by item assessment, often cause corporate decision maker's many time and efforts of waste in the examination assessment, and then have influence on the efficient in enterprise's overall operation.

Therefore, will be how the combination by computer hardware technique from existing CTI mechanism, obtain the data message of assessment contact staff performance, and can be in conjunction with the examination data that dynamically updates, and then produce real accurately and contact staff's assessment data of tool reference value, real examination assessment of implementing to the contact staff, make the corporate decision maker effectively encourage the contact staff and promote whole customer service level, more can finish efficiently contact staff's examination is assessed by accurate examination assessment mode, saving the corporate operation resource, should be the technique direction place of current required positive effort exploitation.

Summary of the invention

In view of above problem, it is a kind of in conjunction with checking system and the How It Works thereof of CTI service with dynamic data that fundamental purpose of the present invention is to provide, be integrated in checking system and dynamic data base among the CTI whereby, obtain every examination data of every contact staff, and can be when needs are carried out assessment, utilizing these data to produce can be for the assessment data of assessment contact staff examination.

Aspect the assessment data generation, except can according to different Rules of Assessment set the project that will assess the contact staff and produce standard assessment result, can also change the adjustment of balance mode according to the actual assessment result again, can avoid by this difference in particular cases cause the contact staff is examined the inexactness of assessment, and then carry out actual examination by the management by exception pattern and assess the concurrent unusual contact staff's performance that excavates, can further reaching fast, the efficient contact staff of carrying out examines another purpose of assessing with effective management.

Therefore, for reaching above-mentioned purpose, disclosed in this invention in conjunction with the checking system of CTI service with dynamic data, wherein this checking system comprises: have the checking system that is connected between compuphone integrated service server and the customer service terminal, and can dynamically update and import the dynamic data base that every evaluation item data are given checking system.

The How It Works of this checking system is as follows: can receive conversation control information and contact staff's code from compuphone integrated service server when conversation is set up, carry out the monitoring of the demand item that sets then and continue each requirement item destination data of record, when termination of a call, with the data storing of each demand item in the data file of corresponding contact staff's code, and can be when carrying out assessment, load the evaluation item data of setting during the corresponding assessment that dynamically update, retrieve all data files then and in conjunction with each evaluation item data, carry out computing with Rules of Assessment and produce assessment data based on each contact staff's code.

For making purpose of the present invention, structure, feature and function thereof there are further understanding, now cooperate embodiment to be described in detail as follows.

Description of drawings

Figure 1 shows that the system architecture diagram of active computer phone integrated service;

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

Figure 3 shows that method flow diagram of the present invention; And

Figure 4 shows that the embodiment synoptic diagram of assessment data of the present invention.

Wherein, Reference numeral:

10 callers

11 callings

20 telephone networks

30 private branch exchange systems

40 compuphone integrated service servers

50 customer databases

60 voice reply main frame

70 customer service terminals

71 replies

80 checking systems

85 dynamic data bases

300 answer several assessment data mean values

310 specify the contact staff

320 change standard interval ranges

Step 200 is waited for and is received conversation control information and contact staff's code when conversation is set up

Step 210 is carried out the monitoring of a plurality of demand items and is continued respectively this requirement item destination data of record

Step 220 termination of a call

Step 230 will be respectively the data storing of this demand item in to a data file that should contact staff's code

Step 240 is carried out assessment

Step 250 loads a plurality of evaluation item data that dynamically update of setting during the corresponding assessment

All these data files of step 260 retrieval are also carried out computing in conjunction with these evaluation item data respectively with a plurality of Rules of Assessment and are produced and have a standard interval range and based on an assessment data of this contact staff's code respectively

Embodiment

The present invention proposes a kind of in conjunction with checking system and the How It Works thereof of CTI service with dynamic data.As shown in Figure 2, in feature main in the system is the part that increases checking system 80 and dynamic data base 85 in existing C TI mechanism, checking system 80 is set between compuphone integrated service server 40 and the customer service terminal 70, the information that provided according to compuphone integrated service server 40 and customer service terminal 70 is provided at any time, 85 of dynamic data bases are connected on the checking system 80, the evaluation item that dynamically updates data can be provided at any time, the every examination that is used for after both combinations carrying out the contact staff is assessed.

When caller 10 calls when being linked to compuphone integrated service server 40, checking system 80 is also carried out corresponding program with being activated simultaneously, and the How It Works of whole checking system is described as follows as shown in Figure 3:

At first, checking system 80 can be waited for and receive conversation control information and contact staff's code (step 200) when conversation is set up.

So-called conversation is set up and is meant when caller 10 calling 11 is connected on the compuphone integrated service server 40 by telephone network 20 via private branch exchange system 30, because setting up back compuphone integrated service server 40, conversation can specify a contact staff earlier automatically, therefore compuphone integrated service server 40 can send specified contact staff's code and relevant conversation control information to checking system 80 in the lump, and the conversation control information of being mentioned here comprises at least: conversation number and call start time (being the time point that caller's 10 conversations are set up).

Then, begin to carry out the monitoring of demand item and continue each requirement item destination data (step 210) of record by checking system 80.This moment, the calling 11 owing to caller 10 was connected with compuphone integrated service server 40, therefore the control information that just can be provided according to compuphone integrated service server 40 of the contact staff on the customer service this moment terminal 70, tackle data and the reply information that main frame 60 is obtained relevant client from customer database 50 and voice respectively, begin to give caller 10 to produce the customer service interaction by liaison mode reply 71.At this moment, checking system 80 just can be retrieved needed data the contact staff and when the client carries out interaction at predefined demand item, these requirement item destination datas can include: operation information, answer time and response time, certainly these demand items also can be according to different examination evaluation condition demands, set and imported from the outside by the user.

So-called operation information, be meant when caller 10 proposes demand by voice, the contact staff has done the information content of respective operations, generally comprise caller 10 the phonetic code and the operation code of contact staff's correspondence, each phonetic code all has the operation code of a correspondence, and operation information can judge just whether the contact staff is correct for the processing of customer demand whereby; So-called answering the time, after being meant that compuphone integrated service server 40 is specified the contact staff, therefore the contact staff has answered the time point of phone, by call start time and answer mistiming between the time, just can judge contact staff's reaction condition at that time; As for the response time then is that each contact staff requires caller 10 to wait on line by the time the contact staff answers the mistiming between caller's 10 phones again, can assess the responsive status of contact staff for customer demand whereby.

The monitor procedure of whole checking system 80 will last till till the termination of a call, can therefore checking system 80 detect at any time to converse and stop? (step 220) be not if stop, then will continue to rest on the retrieval that step 210 place continues to carry out every requirement item destination data, if conversation stops, then checking system 80 can be with the data storing of each demand item in the data file of corresponding contact staff's code (step 230).

When carrying out assessment (step 240), checking system 80 at first can be carried in the every evaluation item data (step 250) within setting during the specific assessment earlier from dynamic data base 85, set the length of the time that to set up on their own according to demand by the user during this assessment, as: one day, one week, a January or a season ... or the like, the kind of evaluation item data then can include at least: service quality evaluation item data, production capacity evaluation item data, go out evaluation item data absent from duty, basic performance evaluation item data and job procedure evaluation item data ... or the like, every evaluation item data can comprise thin of different assessment according to the needs in the examination assessment again, thin of each assessment can have different standards and weight separately, and can adjust at any time when being used in the end calculating every evaluation item data and use, certainly these Rules of Assessment also can be according to different examination evaluation condition demands, set and imported from the outside by the user.

For instance: in service quality evaluation item data, may more include thin of courtesy assessment, answer thin of accuracy assessment, thin of operation accuracy assessment and reply thin of punctuality assessment ... or the like, occupy different weights separately, and then can calculate last service quality evaluation item data.

In fact, these evaluation item data can dynamically update the real-time that keeps data by the content to dynamic data base 85, whereby to the maintenance of dynamic data base 85, can can both be referenced to every contact staff's up-to-date evaluation item data at any time so that checking system 80 is each when carrying out assessment.

Then, after checking system 80 loads all evaluation item data, just can from checking system 80, retrieve corresponding data file according to setting during the identical assessment, and initiatively carry out computing, to produce each contact staff's assessment data (step 260) according to predefined Rules of Assessment.So-called Rules of Assessment, basically be contact staff's data file of being accumulated according in the previous checking system 80, in conjunction with every evaluation item data, carry out examination assessment, and then produce required assessment data the contact staff from dynamic data base 85.

Assessment data may include: operation accuracy assessment data, can whether give correct running program according to the corresponding contact staff of judgement of phonetic code in the aforesaid operation information and operation code, and then calculate contact staff's the correct ratio of operation for caller 10 request; In addition, assessment data also can be the reaction time assessment data, mainly is exactly to assess the contact staff for each caller's 10 call start times and answer time difference between the time, can reflect contact staff's the reaction condition of answering; Perhaps, assessment data also can be the response time Rules of Assessment, and the time length that can allow caller 10 wait for according to each contact staff decides contact staff's responsive status, professional degree ... or the like pointer; Again for example when the termination of a call computer-chronograph phone integrated service server information of 40 meeting end of conversation times of generation, therefore we also can answer the time Rules of Assessment by one, utilize call start time and the time difference of end of conversation between the time, assess every contact staff's the amount of answering.Assessment data also can load from dynamic data base 85 in conjunction with last by with the described content of leading portion again, and the calculating that utilizes different Rules of Assessment to carry out other assessment data then generates.

Contents such as relevant requirement item destination data or Rules of Assessment, can do different preestablishing according to the demand of reality examination assessment, only need then to wait for that compuphone integrated service server 40 and caller 10 set up when online, just can obtain the every data that can be used as assessment contact staff examination at any time, then in conjunction with the evaluation item data of dynamic data base 85, add the certain calculation rule and just can or specify several contact staff or even all contact staff's examination comparation and assessment situation in the hope of every contact staff individual's examination situation.

Above-mentioned technology contents is only called the angle of setting up conversation from caller 10 and is described, converse to set up but in fact more comprise in the mechanism of compuphone integrated service server 40 externally to call to any caller, and this partly also is encompassed in the checking system proposed by the invention by customer service terminal 70.

What needs one were carried especially is, aspect the assessment data generation, except can according to different Rules of Assessment set institute desire assessment contact staff's project and produce standard assessment result, can also change the adjustment of balance mode according to the actual assessment result, make the assessment data of generation can adapt to different special circumstances and produce, avoid causing the out of true and the unjustness that cause because of specific factor whole contact staff's examination assessment result.

And by the management by exception mode, make the assessment data of generation can have a change standard interval range, then can in vast colony, find not meet the contact staff place that examination is assessed immediately fast and efficiently by this change standard interval range, therefore only need carry out management by exception at these contact staff, then can significantly reduce the spent time and efforts of examination assessment, also can significantly promote the efficient of examination assessment simultaneously.

As for the part of Fig. 4, then be an embodiment synoptic diagram of the assessment data that produces by the present invention, we will discuss above-mentioned change balance mode and management by exception pattern by this synoptic diagram.

Listed graphic representation be five amount of answering situations of specifying contact staff 310, except these five specify contact staff 310 within a certain period of time separately answer quantity (as: Zhang San have 52 connect listen number, Li Si have 49 connect listen number, king's two pockmarks have 51 connect listen number, Xue fat have 37 connect listen number and Chen beauty have 50 connect listen number), in assessment data, can also be used as examining the evaluating standard value in time equally with several assessment data mean values 300 of answering that all contact staff are produced.

Suppose original Rules of Assessment, several evaluating standard interval range (not shown) of answering of setting the contact staff are that high standard is 70 logical; Average is 60 logical; Substandard is 50 logical, though then all contact staff that accept to assess will fall within this standard interval range this moment, it is logical that but all contact staff all can not reach average 60, and this shows and may make whole contact staff's examination can't reach standard because of certain specific factor.

Following in this kind situation, obviously original default standard interval range is objective inadequately, and if need further make the examination assessment, then must do the tracking of thinner portion at each contact staff, can really confirm incongruent contact staff place.Though equally can very fast and very clearly know at last by this kind mode every is specified which interval range everyone falls among the contact staff 310.If but contact staff's quantity of accepting assessment heightens or when making whole contact staff's drop point be affected because of some specific factor, then may utilize the original pre-set standard interval range that Rules of Assessment generated really to highlight contact staff's examination situation, then will spend more time and energy usually if will carefully grasp every contact staff's true examination situation.

Above-mentioned situation often betides in the middle of the actual examination assessment, therefore in order to reduce the generation of this situation, also in order to promote the execution efficient of whole examination assessment, the mechanism of change balance and management by exception has also been proposed in the present invention simultaneously, just can carry out the change adjustment of above-mentioned standard interval range to produce so-called change standard interval range 320 according to actual state at any time, adjust the high standard in the change standard interval range 320 whereby, average and substandard adjustment, can thoroughly improve because specific factor cause is examined the influence of assessment to the contact staff, and then fully reflect contact staff's true examination situation.

After the adjustment through the change balanced mode, as shown in FIG., what the top dotted line was represented 55 logical is the high standard after the change balance; 48 represented general rules of dashed middle line are average; 40 represented general rules of below dotted line are substandards, and the change standard interval range 320 that three dotted lines constituted is for through scope between the adjusted newly developed area of change balanced mode.This moment, the change standard interval range 320 that produced was should be able to more realistic examination assessment required, at this time just can open-and-shutly very clearly grasp to exclude the contact staff place that does not still meet appraisal standards behind the specific factor.

In Fig. 4, can find fat 37 logical of contact staff Xue, change balance after clearly the level that differs from other four contact staff, only need to cooperate again the mechanism of management by exception this moment, just can be very efficient carry out follow-up processing and can finish examination assessment all contact staff at the contact staff who does not meet appraisal standards, so will promote the execution efficient of whole examination greatly, also can in the extremely short time, find out the contact staff place that really goes wrong, thoroughly improve appraisal mechanism in the past.

By combining of compuphone integrated service CTI of the present invention and checking system, the compuphone integrated service CTI of pure customer-orientation originally can be expanded out in addition the mechanism that a cover can be used to carry out the contact staff is effectively assessed examination, not only can promote contact staff's service level, can be the profit that enterprise brings many essence by client's satisfaction more.

More than; though disclose the preferred embodiment of the present invention; but described content is not to be used to limit the present invention; any those skilled in the art; without departing from the spirit and scope of the present invention; can carry out suitable modification and improvement to the present invention, so protection scope of the present invention should be as the criterion with appended claim institute confining spectrum.

Claims

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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