呼叫中心质检系统设计.doc

工程硕士学位论文 M.E. DISSERTATION 论 文 题 目：呼叫中心质检系统设计 论文作者： 领域：指导教师：  论 文 提 交 日 期 : - I - 摘 要 随着呼叫中心行业规模不断壮大，在企业中扮演越来越重要的角色，运营管 理越来越重要，而对基层的管理中，质检是最有效的捕获问题的方法。本文主要 研究内容是针对呼叫中心行业从业人员流动性大、知识集约化高的特点，结合实 际工作中的项目实现一套呼叫中心质检系统。论文按照一般软件开发流程分为需 求(功能性需求和非功能性需求)、设计（包括概要设计、数据库设计和详细设计）、 编码（编码规则和三层结构编码）等章节来编写。 相比同类系统，本系统主要在三个方面进行改进：抽样时引入分层抽样法保 证分布的均衡性、结果有效性；设计指标可以灵活组织为各种标准，以支撑业务 上的不断变化；统一语音与非语言服务的质检，可以展现不同服务方式的记录， 评分机制上支持多种模式。改进后的系统可以大幅提高质检员的工作效率，同时 提高呼叫中心中管理人员对质检员、客服代表的精细化管理水平。 关键词：呼叫中心；质检；评分 Abstract -  PAGE \* ROMANV - Abstract Play an increasingly important role in the enterprise with the call center industry, the growing size of the operation and management is increasingly important, while the grass-roots management, quality is the most effective capture method. This paper studies the content of the call center industry professionals the mobility of knowledge intensive characteristics, combined with practical work in the project to achieve a set of call center quality control system. Papers in accordance with the general software development process is divided into requirements (functional requirements and nonfunctional requirements), design (including outline design, database design and detailed design), coding (encoding rules and the three-tier structure code) and other chapters to write. Compared to similar systems, the system be improved in three areas: the introduction of sampling stratified sampling method to ensure a balanced distribution, the validity of the results; design specifications can be a flexible organization for a variety of standards to support changing business; unified voice and non-language services, quality inspection, to show the records of the different services, and support multiple modes in the scoring mechanism. The improved system can significantly improve the working efficiency of the quality inspector, while improving call center management quality inspector, management level of the fine customer service representative. Keywords: C