CALL CENTER SYSTEM FOR MESURING SERVICE QUALITY OF CUSTOMER SERVICE REPRESENTATIVES AND SERVICE QUALITY MEASURING METHOD

摘要

The present invention provides a call center system for measuring service quality and a service quality measuring method thereof. The call center system includes: a reading unit which records voice of the call of a counselor terminal, and stores the recording files; a voice recognition unit which reads and processes the voice of the stored recording files to generate text files and the actual pronunciation time information for each text sentences included in the text files; and a service quality measuring unit which specifies one or more text sentences including detection elements designated in advance as target text sentences respectively, and compares the pronunciation time reference information designated in advance and the actual pronunciation time information for each of the target text sentences, to allocate service scores according to pre-defined standards to the recording files.