| 摘要 |
PROBLEM TO BE SOLVED: To perform operator education support by providing a teaching material specified in the poor reception of each operator of a call center. SOLUTION: When the operator performs the reception, an operator identifier, inquiry content and reception content are stored by a reception recording section 10A into a memory device. Also, an inquiry pattern is extracted from the inquiry content by an inquiry pattern extraction section 10B. Further, the reception of each operator is evaluated by an evaluation section 10C for every inquiry pattern, and the reception content of the operator highest in the evaluation is extracted as a model reception content by a model reception content extraction section 10E. Next, the reception content of an education object operator and the model reception content are divided to prescribed phases by a poorness calculation section 10F and the corresponding phases of both are compared, and the poorness of each phase of the education object operator is calculated. Also, the content of the prescribed time including the phase of the high poorness are specified from the model reception content by a teaching material generating section 10G and the teaching material is generated by that content. COPYRIGHT: (C)2008,JPO&INPIT
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