呼叫中心行业的质培一体化系统应用  

Application of Integrated Quality and Training System in Call Center Industry

作　　者：杨杉 宋瑞中 赵占军[1] YANG Shan;SONG Ruizhong;ZHAO Zhanjun(Beijing Telecom Development Co.,Ltd.,Beijing 100036,China)

机构地区：[1]北京电信发展有限公司,北京100036

出　　处：《现代信息科技》2020年第11期113-115,共3页Modern Information Technology

摘　　要：呼叫中心的质检主要是对通话录音进行抽样复听、问题统计、形成报告并进行后续监督管控.质检内容主要分为服务质量(业务解释)的质检和服务态度的质检,当前存在质检被动、效率不足、主观性强、以点代面以及质检工作与培训工作结合不够密切等问题.本公司在多年呼叫中心运营工作的基础上,结合当前快速发展的文本处理和AI智能分析算法,就服务质量中的业务、服务态度问题,通过全新的流程梳理,实现了质检和培训的有机结合.The quality inspection of the call center is mainly to sample and listen to the recording of the call,analyze the problem,form a report and carry out follow-up supervision and control.The content of quality inspection is mainly divided into quality inspection of service quality(business interpretation)and quality inspection of service attitude.At present,there are some problems,such as passive quality inspection,insufficient efficiency,strong subjectivity,using point instead of surface,and the combination of quality inspection and training is not close enough.Based on the operation of call centers for many years,the company combines the current popular text processing and AI intelligent analysis algorithms to comb the business and service attitude problems in service quality through a new process to achieve an organic combination of quality inspection and training.

关 键 词：一体化 关键词提取 质检 

分 类 号：TN99[电子电信—信号与信息处理]