JP2015095758A - Evaluation system, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an evaluation system for making it possible to rapidly perform evaluation with a fair criterion for evaluation.SOLUTION: An evaluation system in a call center where a plurality of operators deal with calls from a lot of customers, comprises: exchange means for sorting calls from customers; information creation storage means for setting and storing work and skill information on the operators and a criterion for performing level setting on the operators' skill; determination means for performing level determination by collating information on an operator with the criterion; and information display means for displaying predetermined information on an operation terminal used by the operator. The criterion is for performing multistep type level classification by using a component of the work skill information. The exchange means does not assign new communication work to the operator until the operator finishes inputting a work history. The information creation storage means acquires newly input work history to update the work skill information. The determination means performs level confirmation by collating the work skill information and call history with the criterion to evaluate the operator.

Description

  The present invention relates to an evaluation system that can objectively and automatically determine an operator's evaluation in a call center based on a clear standard, improve operator motivation, and improve business efficiency.

A call center is a system that allows a large number of operators to answer calls. However, since there are differences in business levels among operators, how to train high-level operators is an important issue.
From this point of view, many attempts have been made to nurture high-level operators by evaluating each operator and giving guidance according to the evaluation results, but the conventional method is probably more subjective to the instructor, In addition, it took time to move from evaluation to guidance, and there was a problem that guidance could not keep up with the improvement of operator skills.
For this reason, various evaluation systems have been proposed in which the evaluation is automatically performed and the evaluation can be performed quickly while performing a fair evaluation.

For example, Patent Document 1 stores a predetermined evaluation index related to a call center, a target value of the evaluation index, and an evaluation index value and an operation cost calculation formula using the accumulated value related to an operator or an automatic voice response device as variables. A system has been proposed in which an index management table is prepared and evaluation is performed by applying operator information to a calculation formula.
Patent Documents 2 and 3 propose a system for evaluating an operator using a mathematical formula prepared for each call type at the end of the call.
Patent Document 4 proposes a system in which an administrator inputs information related to an operator and evaluation is automatically performed based on the input information.
Further, in Patent Document 5, referring to an utterance recording unit, a display recording unit, and a content recording unit for a call, the utterance time of a customer and an operator, the display time of a display screen displayed on an operator terminal, and the display screen A system has been proposed in which call information indicating the screen content information corresponding to is created to prompt the administrator to make a decision.

JP 2009-170980

JP 2000-078291 A

Japanese Unexamined Patent Publication No. 2000-078292

JP 2008-187409 A

WO2012 / 120624

However, in the proposals related to Patent Documents 1 to 3, the evaluation result cannot be presented quickly yet, and in the proposal related to Patent Document 4, the administrator inputs the information of the operator. In addition, there is a problem that a quick evaluation cannot be made without input from the administrator. In addition, in the proposal according to Patent Document 5, since it is necessary for the administrator to make a judgment, there may be cases where a fair judgment cannot be made.
In short, with conventional evaluation methods, it is still not possible to evaluate operators with quick and fair evaluation criteria, and it is desirable to develop an evaluation system that can perform quick evaluation with fair evaluation criteria. This is the current situation.

  Accordingly, an object of the present invention is to provide an evaluation system capable of performing a quick evaluation with a fair evaluation standard.

As a result of intensive studies to solve the above-mentioned problems, the present inventors are not only considering the operator's call time and the like, but prompting the operator himself to perform an evaluation in consideration of the result of the input. The present inventors have found that it is possible to perform an evaluation that is fair and in accordance with the actual situation, and thus completed the present invention.
That is, the present invention provides the following inventions.
1. An evaluation system that automatically evaluates each operator at a call center where a plurality of operators handle calls from a large number of customers.
An exchange means for distributing calls from customers to each operator;
Information generation and storage means for setting and storing the business skill information for each operator and the criteria for setting the skill level of each operator;
A determination means for performing level determination by collating the information on each operator and the reference;
Information display means for displaying predetermined information on an operation terminal used by each operator;
Comprising
The above standard is a standard for multi-level classification according to the components of business skill information including call time, number of calls, work time after call,
The switch means urges each operator to input a work history corresponding to the work skill information by the operator operation means after each communication work ends, and asks the operator until the work history input is completed. Does not allocate new communications operations,
The information generation and storage means updates the business skill information created taking into account the newly input business history,
The determination means collates the updated business skill information and call history with the above criteria, performs level confirmation, and evaluates each operator.
An evaluation system characterized by that.
2. 2. The evaluation system according to 1, wherein when the determination means determines that one operator has a level improvement, the information display means displays the level improvement on an operation terminal used by the operator.
3. 2. The evaluation system according to 1, wherein, when there is an incoming call at the call center, the exchange means grasps an operator having the highest level among receivable operators and assigns incoming calls in order from the operator.
4). A program for causing a computer having a central processing unit, a memory for temporarily storing data, various programs, and a recording medium for storing various data to function as an evaluation of an operator of a call center, comprising the following steps: A program that is set to run.
Step A: Step of distributing customer calls to each operator,
Step B: prompting the operator who has finished the call to input call information and stopping call assignment to the operator until the input is completed,
Step C: Steps for constructing business skill information for each operator by combining the input information, and recording the constructed business skill information on a recording medium of the server,
Step D: Whether a desired reference threshold value and a level and / or point setting reference value set in advance by the administrator are compared with the above-mentioned work skill information to meet the level reference or the point reference A level certification and / or point certification if it meets the criteria,
Step E: A step of displaying the recognized level and points on the operation terminal.

  The evaluation system of the present invention can quickly evaluate an operator in a call center with a fair evaluation standard.

FIG. 1 is a schematic diagram showing an outline of a call center system in which the evaluation system of the present invention is used. FIG. 2 is a schematic diagram schematically showing the display state of the operation icon. FIG. 3 is a schematic diagram showing a reference setting screen. FIG. 4 is a schematic diagram showing a reference setting screen. FIG. 5 is a schematic diagram showing an embodiment of level evaluation display on the operation terminal. FIG. 6 is a flowchart showing an outline of the program of the present invention.

1: Call center system, 10: router, 20: server, 30: operation terminal

Hereinafter, an embodiment of the evaluation system of the present invention will be described in more detail with reference to the drawings.
<Overall configuration>
The evaluation system of this embodiment is an evaluation system that automatically evaluates each operator at a call center where a plurality of operators respond to calls from a large number of customers. As shown in FIG. It is a system installed in a call center system that receives and distributes to operators. A call center system 1 shown in FIG. 1 is connected to a router 10 that receives a telephone incoming through a line, and the router 10, a central processing unit (CPU, not shown), and a memory that temporarily stores data. (Not shown), a server (computer) 20 provided with a recording medium (not shown) for storing various programs and various data, and an operation terminal 30 connected to the server and operated by each operator. 10, the server 20, and the operation terminal 30 are connected to each other by a wired cable 40 or wirelessly. Further, in the present embodiment, the operation terminal 30 is a personal computer type terminal, and includes an input interface such as a keyboard, a mouse, and a touch panel, a display for display, a call headset, and the like, although not particularly illustrated.
In the call center system shown in FIG. 1, the evaluation system of the present invention sets and stores a switching means for distributing a telephone call from a customer to each operator, information on each operator, and a standard for setting the skill of each operator. Information generating / storing means, determination means for comparing the above-mentioned information on each operator and the above-mentioned criteria to make a level determination, information display means for displaying predetermined information on an operation terminal used by each operator, and each operator Includes operator operation means for performing predetermined processing, and the server 20 functions as each of these means by a program described later.

(Exchange means)
The exchange means functions to distribute a telephone call from a customer to each operator. The exchange means receives the signal from the router 10 when a telephone call is received in accordance with the program stored in the recording medium of the server 20, and the CPU in the server operates to connect the operation terminals of the connected operators. A telephone that can be received is selected, and the telephone is assigned to the operator by operating to connect the telephone to the operation terminal.
Then, the exchange means displays on the operation terminal so that each operator inputs a work history corresponding to the work skill information by the operator operation means after the end of each communication work. This prompts each operator to input a work history, and functions so as not to assign a new communication work to the operator until the input of the work history is completed.
In this way, the operation history is input to the operator himself, and the input time (working time) at this time is also used as an evaluation standard, and the operator is not assigned until the work is completed. Evaluation can be performed, and power can be assigned to a more accurate operator based on the accurate evaluation result.
Further, when there is an incoming call at the call center, the exchange means grasps the operator having the highest level among the receivable operators, and assigns incoming calls in order from the operator. As a result, the operator with the highest quality can always receive the telephone call accurately and the customer satisfaction can be improved.

(Information generation storage means)
The information generation / storage means functions to set and store business skill information of each operator and a standard for setting the level of each operator's skill.
The above-mentioned job skill information is information such as the job history of each operator. Specifically, the current level, the number of calls up to now, the total call time, the call time per call, the number of calls for each call type The total amount and the average of the work time after the call are listed. In addition, when points are set, acquired points are also included.
The above-mentioned standard is a standard for performing multi-stage level classification according to components of business skill information including call time, number of calls, and work time after call. Incorporating the work time after the call in addition to the number of calls into the evaluation criteria allows the work to be looked back more accurately in a shorter time, and the work is completed in a shorter time to receive more calls. Can help you improve your skills. In addition, the input data can be evaluated as data with guaranteed objectivity by collating the call history record, and the input results can be immediately reflected in the evaluation, so the evaluation should be performed quickly. Can do. Specifically, the reference can be set as follows.
In order to increase from level 0 to level 1, a threshold is set based on the number of calls, and when there is a predetermined number of calls (for example, 10), a standard is set so as to be level 1. Furthermore, when the number of received messages is a predetermined number, the level is raised to level 2. However, if the working time is not within a predetermined time (for example, within 30 seconds), the level up is canceled and level 1 is restarted from the beginning. Set level 2 criteria. In order to make it more difficult for Level 2 than for Level 2, in addition to the number of calls, a threshold for call time and work time is set and both are within a certain time (for example, 5 minutes for call time) The standard can be set so that the level 2 is re-executed from the beginning when the work time is not within 30 seconds. As for the level up to level 4 or higher, a level setting reference can be set by requiring that the number of calls is higher in the ranking or that the working time is higher in the ranking.
In addition, as a standard, the number of calls, the number of calls within the threshold of the call time, the number of cases when the work time is within the set time of the work time is counted, and points are given when each exceeds the predetermined number. The number of points may be used as a level division criterion and used as a criterion for determination as it is.
Further, both of the above-described level and points may be used as evaluation criteria, and allocation may be performed using points in the later-described allocation.
Then, the information generation and storage means updates the business skill information created taking into account the newly input business history. In other words, when the operator receives the already stored business skill information about each operator and ends the call, the business skill information is updated with the business history input by the operator prompted to input by the exchange means. , Prepare judgment materials for judgment means.

(Judgment means)
The determination means functions to perform level determination by comparing the updated business skill information and call history with the above-mentioned criteria. At this time, the reference can be arbitrarily set as described above. For example, when the level is set as described above, the current level is determined according to the level reference, and the result is stored in the recording medium. If the above points are used as a reference, the level is expressed in terms of the number of points in the light of the point criteria and the number of points is stored. Will be stored. Then, these level values and / or the number of points calculated in accordance with the reference are used as the evaluation of each operator, and the result is stored in a recording medium.

(Information display means)
The information display means functions to display predetermined information on an operation terminal used by each operator. That is, the level determination result of each operator stored by the determination means is displayed as it is on the display for display in the operation terminal of each operator.
When it is determined by the determination means that one operator has a level improvement, the information display means displays the level improvement on the operation terminal used by the operator. Thereby, each operator can confirm his / her level at any time during work, which contributes to improvement of motivation.
In addition to simply displaying the level of each operator, the level and the number of points can also be displayed on each operation terminal as a ranking format.

(Message board means)
In addition, message board means can be mounted on the server of this embodiment. In other words, each operator is another means for inquiring other operators and managers about business questions. Each operation terminal has a message board field and the above information display means displays a question entry field and an answer field. Let An operator who has a question item enters a question item in the question item entry column, and an operator who can answer can enter an answer in the answer column. At this time, as a criterion of the judgment standard, the number of times of reply is added, and if a predetermined number of times (for example, 10 times) is answered, the level is increased by one, or if a predetermined number of times (for example, 5 times) is answered, 1 point is given For example, it may be used for level determination.

<Evaluation method>
Next, an evaluation method using the evaluation system of this embodiment will be described.
First, each operator uses the operation terminal to input his / her state, working, waiting, going out (seating away), logging off, and the like. As a result, the server determines whether the operator is ready to answer the call. At this time, the information display means may display icons on the display so that these states can be selected with one click. In the following description, it is assumed that the icon is displayed on the display as shown in FIG.
When a call from a customer is received, the router 10 detects the call and notifies the server 20 that a call has been received.
The server 20 selects the operator with the highest level among the operators waiting at the time of receiving the telephone call, and assigns the telephone to the operator (switching function).
For example, when power is input in the state shown in Table 1, the operators in the state of answering a call are the operators 2 and 4 that are waiting, and the operator 2 with the highest number of points is the operator 2 with the highest skill. Since there is, the telephone is transferred to the operator 2.
Further, when power is input in the state shown in Table 2, since only the waiting operator 4 can answer the call, the call is transferred to the operator 4.

  Then, when the call ends, the operator clicks the icon during work and registers his / her state in the server as work. And in this state, as a process according to the content of the call, it performs an order processing, an order processing, a complaint management, customer information processing such as customer information registration according to each operator's work, and a standby icon after the work is completed Click to register your status as waiting on the server. As a result, power can be received.

When the input by the operator is completed, the level is determined.
Here, a reference for performing the level determination can be set on the server. For example, the screens shown in FIGS. 3 and 4 are displayed on a display connected to the server, and the reference is set according to the display. In the screen shown in FIG. 3, it is possible to set a standard for each business group in consideration of the business contents of the operator, and to set thresholds relating to call time, work time, and the like. In the level setting screen shown in FIG. 4, it is possible to set the number of calls, the call time, and the work time necessary for improving the level, and it is possible to set the necessary requirements for acquiring points. ing.
In this embodiment, in order to reach level 1, it is necessary to process a specified number of incoming calls and gain experience, and one point (in the case of FIG. 4, a medal) is given according to the predetermined receiving process. And the level is going to improve. In order to reach level 2, it is necessary to process the reception of a specified number of incoming calls and to perform work processing after receiving power within the specified value. In addition, one point is given by processing the power reception of the prescribed number of incoming calls. In order to reach level 3, it is necessary to process power reception for the specified number of incoming calls, work processing after power reception can be performed within the specified value, and call time must not exceed the specified value. One point is given by processing. Furthermore, after level 3, the number of monthly power received is ranked higher in the department, so that the evaluation becomes higher. When this state is reached, a predetermined number of points will be given every month accordingly. ing.
By making settings for level judgment in this way, skills can be judged at the acquired points along with the level, enabling more accurate and fair evaluation through multifaceted evaluation and optimal operator selection in power reception processing. Become.

Then, the level is determined according to the set standard.
When the above-mentioned criteria are checked by adding the data entered by each operator after the above-mentioned call and the above-mentioned criteria are checked, level certification and / or point certification is performed, and the result Is displayed on the operation terminal. One example is shown in FIG.
As shown in FIG. 5, on this operation terminal screen, the level is displayed and the points are displayed as acquired medals. In this way, it is possible to improve the motivation of the operator by making it a figure that is easy to recognize rather than a simple numerical value.

<Program>
The above evaluation system is executed by a program stored in the recording medium of the server.
As shown in the flow sheet of FIG. 6, the program causes the server 20 to function so as to evaluate a call center operator, and is configured to execute the following steps.
Step A: Step of distributing customer calls to each operator,
Step B: prompting the operator who has finished the call to input call information and stopping call assignment to the operator until the input is completed,
Step C: Steps for constructing business skill information for each operator by combining the input information, and recording the constructed business skill information on a recording medium of the server,
Step D: Whether a desired reference threshold value and a level and / or point setting reference value set in advance by the administrator are compared with the above-mentioned work skill information to meet the level reference or the point reference A level certification and / or point certification if it meets the criteria,
Step E: A step of displaying the recognized level and points on the operation terminal.
Furthermore, the program of the present embodiment is set to further perform step A ′.
Step A ′: A step of grasping the operator having the highest level from the receivable operators when receiving an incoming call at the call center, and assigning incoming calls in order from the operator.

Describing each step, Step A, Step A ′ and Step B are steps constituting the exchange means, and are steps from receiving power to starting a call. Most of step A is executed by step A ′. That is, the operator who has the highest level or earned points is selected from the operators who are pushing the standby button, and the telephone is assigned. Then, step B prompts the user to input information related to his / her telephone call without waiting immediately after the call is finished, and does not treat the information as waiting until the input is finished. These steps are a group of systems related to telephone assignment as a precondition for evaluation.
Then, when the call is finished and the input by the operator is finished, the process proceeds to Steps C and D which are steps relating to evaluation. That is, in step C, the business skill information related to the operator who has finished the call and finished the input is updated and stored in the recording medium of the server. Next, in step D, it is determined whether there is a level improvement or earned points by comparing the business skill information, which is stored update information, with a preset reference.
If it is determined in step D that there are level improvements or gain points, the process proceeds to step E, and the result is displayed on the display of each operator. At this time, it is set so that it is the evaluation result of the operator who uses the operation terminal, but the ranking of the superior may be displayed as shown in FIG. In addition, as shown in FIG. 5, the display is necessary not only for the level and the earned points (indicated by medals in FIG. 5), but also for the number of times of power reception in the last 10 to 20 days, special points to be noted, and the next level Points may be included.

The present invention is not limited to the above-described embodiment, and various modifications can be made without departing from the spirit of the present invention.
For example, the operation terminal has been described by exemplifying a so-called soft phone that functions as a telephone by installing software in a personal computer. However, a normal business phone can also be used.
In addition to the above-described means, the server includes a call history management means, a call recording / playback means, a group incoming call means, an incoming call setting by time zone, a proxy response means, a call hold means, an interactive voice response (IVR) means. Usually, this kind of call center server such as monitoring means, park hold means, hold transfer means, absence non-response transfer means, caller route selection means, call route slide means, voice mail means, management information system (MIS) means, etc. If so, each means employed can be implemented.

Claims (4)

An evaluation system that automatically evaluates each operator at a call center where a plurality of operators handle calls from a large number of customers.
An exchange means for distributing calls from customers to each operator;
Information generation and storage means for setting and storing the business skill information for each operator and the criteria for setting the skill level of each operator;
A determination means for performing level determination by collating the information on each operator and the reference;
Information display means for displaying predetermined information on an operation terminal used by each operator;
Comprising
The above standard is a standard for multi-level classification according to the components of business skill information including call time, number of calls, work time after call,
The switch means urges each operator to input a work history corresponding to the work skill information by the operator operation means after each communication work ends, and asks the operator until the work history input is completed. Does not allocate new communications operations,
The information generation and storage means updates the business skill information created taking into account the newly input business history,
The determination means collates the updated business skill information and call history with the above criteria, performs level confirmation, and evaluates each operator.
An evaluation system characterized by that. 2. The evaluation system according to claim 1, wherein, when the determination means determines that one operator has a level improvement, the information display means displays the level improvement on an operation terminal used by the operator. 2. The evaluation system according to claim 1, wherein, when there is an incoming call at the call center, the exchange means grasps an operator having the highest level among receivable operators and assigns incoming calls in order from the operator. A program for causing a computer having a central processing unit, a memory for temporarily storing data, various programs, and a recording medium for storing various data to function as an evaluation of an operator of a call center, comprising the following steps: A program that is set to run.
Step A: Step of distributing customer calls to each operator,
Step B: prompting the operator who has finished the call to input call information and stopping call assignment to the operator until the input is completed,
Step C: Steps for constructing business skill information for each operator by combining the input information, and recording the constructed business skill information on a recording medium of the server,
Step D: Whether a desired reference threshold value and a level and / or point setting reference value set in advance by the administrator are compared with the above-mentioned work skill information to meet the level reference or the point reference A level certification and / or point certification if it meets the criteria,
Step E: A step of displaying the recognized level and points on the operation terminal.