METHOD, APPARATUS AND SYSTEM FOR QUALITY-INSPECTING OF CUSTOMER SERVICE

摘要

A method, apparatus and system for quality-inspecting of customer service are disclosed in the present invention. The system comprises: customer service quality-inspecting apparatus, which detects the state of the customer service agent; seeks the on-line idle quality-inspecting agent responsible for the customer service agent when the state of the customer service agent changes from on-line idle state to on-line serving state; and transmits a startup signal to the quality-inspecting agent who has been sought out, wherein the startup signal is utilized for triggering the quality-inspecting agent to start monitoring the customer service agent; and call center, which receives from customer service quality-inspecting apparatus the startup signal for starting inspecting the quality of the customer service agent; and automatically triggers the quality-inspecting agent to monitor the customer service agent. The present invention can increase the work efficiency of the quality-inspecting agent during the course of inspecting the quality of the customer service.