TELEPHONE CONVERSATION EVALUATION SYSTEM, TELEPHONE CONVERSATION EVALUATION METHOD AND TELEPHONE CONVERSATION EVALUATION PROGRAM

摘要

PROBLEM TO BE SOLVED: To provide a telephone conversation evaluation system for evaluating the deal in the call with the customer, and to provide a telephone conversation evaluation method and a telephone conversation evaluation program.SOLUTION: An evaluation server 20 includes a call evaluation storage unit 25 for recording the call evaluation results of evaluation items for the call of each person in charge, a deal evaluation storage unit 25 for recording the purpose achievement of call, and a control unit 21 connected with a plurality of terminals of persons in charge performing telephone conversation. The control unit 21 acquires speech voice from the terminal 11 of a person in charge, generates a speech text by recognizing the speech voice, and calculates the call evaluation results of evaluation items on the basis of the speech text, before being recorded in a call evaluation storage section 23. Purpose achievement of call is then acquired from the deal evaluation storage unit 25, an index value of the evaluation item is calculated on the basis of the purpose achievement, and then comparison results of the statistic of the index value and call evaluation result of each person in charge are outputted.SELECTED DRAWING: Figure 1