OPERATOR EVALUATION SUPPORT DEVICE, OPERATOR EVALUATION SUPPORT METHOD, AND STORAGE MEDIUM HAVING OPERATOR EVALUATION SUPPORT PROGRAM RECORDED THEREIN

摘要

The present invention addresses the problem of providing an operator evaluation support device capable of precisely evaluating the call quality of an operator, an operator evaluation support method, and a storage medium having an operator evaluation support program recorded therein, and is characterized by having: a speech logging means that logs the speech times of a client and the operator during a call; a superimposition specification means that browses the speech logging means about the call and specifies superimposed speech, which is operator speech started while the client is speaking; a problematic superimposition specification means that specifies problematic superimposed speech from the superimposed speech, on the basis of a comparison between the sound quality of the client speech started after the superimposed speech and a reference sound quality; a call data creation means that browses the speech logging means about the call and creates call data indicating the specified problematic superimposed speech; and a transmission means that transmits the created call data to a manager terminal used by a manager evaluating the operator.