Aural Volume Feedback in Call Center

摘要

An aural volume feedback system is implemented in a center having agents each situated at a work station in calling contact with a client. At the work station, a first microphone closer to the agent transforms aural speech thereof into an electrical format forwarded toward the client. A second microphone farther from the agent transforms aural speech thereof into an electrical format forwarded toward a volume detector which samples same and generates based thereon an instantaneous volume level. The volume detector compares the generated volume level to a predetermined threshold to determine that the agent is speaking excessively loudly, and outputs a trigger signal. A feedback generator receives the trigger signal, and generates a feedback to be perceived by the offending agent at the work station, where the perceived feedback hopefully causes the offending agent to reduce the aural volume thereof.

主权项

1. A method performed with regard to a center having a plurality of agents working thereat, each agent being situated at a work station for being in calling contact with a client by way of the work station to service the client, the method for detecting when the agent is excessively loud and providing feedback to the excessively loud agent and comprising:
transforming, at a first microphone of the work station positioned relatively closer to the agent, aural speech of the agent into an electrical format; forwarding the electrical format of the speech of the agent from the first microphone toward the client; transforming, at a second microphone of the work station relatively farther from the agent, aural speech of the agent into an electrical format; sampling, at a volume detector of the work station, the electrical format of the speech of the agent from the second microphone and generating based on the sampling an instantaneous volume level associated with the speech of the agent; comparing, at the volume detector of the work station, the generated instantaneous volume level to a predetermined threshold to determine that the agent is speaking with an excessively loud volume; outputting, at the volume detector of the work station, a trigger signal to indicate that the agent is an offending agent who is talking with an excessively loud volume; receiving, at a feedback generator of the work station, the trigger signal from the volume detector, and based thereon generating a feedback to be perceived by the offending agent at the work station, the perceived feedback for causing the offending agent to reduce the aural volume thereof.