SERVICE MONITORING SYSTEM AND SERVICE MONITORING METHOD

摘要

A service monitoring system is provided with: a sound collection unit that collects the sound of an employee's voice in a predetermined sound collection region; a storage unit in which service event data including a determination condition for each predetermined service event, terminal operation history data indicating an employee operation history with respect to a predetermined work terminal, and employee voice data are stored in association with one another; a detection unit that detects an employee's service event on the basis of the service event data and the terminal operation history data; a calculation unit that calculates a service speech evaluation value corresponding to a predetermined speech keyword on the basis of the employee voice data at the time of the detected event; and an output unit that stores the service speech evaluation value in association with employee identification information and the employee voice data identified by the employee's service position and service time.