CALL CLASSIFICATION SYSTEM AND METHOD FOR MANAGING QUALITY OF CALL CENTER

摘要

The present invention relates to a system and a method to classify calls, which classify peculiar consultation calls, which need an object for management, from consultation calls, which enter the call center, to manage consultation quality at the call center. The system to classify calls comprises: a talking time section information generation module which groups consultation calls, which the call center received, by consultation type, accumulates the consultation calls of the same grouped consultation type, generates a standard normal distribution rate in accordance with the talking time, and provides talking time section information, which will serve as the standard, based on the generated standard normal distribution rate; and a call classification module which accumulates the searched consultation calls corresponding to each talking time section information, extracts the standard normal distribution rate in accordance with a call characteristic value, and classifies peculiar consultation calls, which comply with the classification condition, based on the standard normal distribution rate of the extracted call characteristic value.