PROACTIVE SYSTEM AND METHOD FOR MONITORING AND GUIDANCE OF CALL CENTER AGENT DURING THE COURSE OF A CALL

摘要

The application relates to call centres and in particular to a system and method to provide feedback to an agent during the course of a call. Existing feedback methods practiced in conjunction with prior art Quality Monitoring systems are performed off-line, in the sense that they never occur during a call. The proposed system uses existing modules for Quality Monitoring (70) for the evaluation of agents skills and/or of compliance with business processes and a database for storing the results of the evaluation in the form of a plurality of profiles of performance. In addition, the proposed system employs a Call Analysis System- (30) connected to the database and with the software applications (12), for retrieving the profile of performance associated with an agent and for providing feedback by generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action (s) required during the current interaction, to an agent terminal (5A, 5B), based on the performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.