CALL CLASSIFICATION SYSTEM AND METHOD FOR MANAGING CONSULTATION QUALITY OF CALL CENTER

摘要

The present invention relates to a call classification system and method for classifying unusual consultation calls that need to be managed from among consultation calls entering a call center, in order to manage the consultation quality of the call center. The call classification system comprises: a conversation time interval information generation module for grouping consultation calls entering a call center according to consultation type, generating a standard normal distribution rate according to conversation time by accumulating consultation calls grouped as the same type for a predetermined period, and providing conversation time interval information to be used as reference on the basis of the generated standard normal distribution rate; and a call classification module for accumulating consultation calls which are inquired corresponding to the respective conversation time interval information for a predetermined period, extracting a standard normal distribution rate according to a call feature value, and classifying consultation calls matching classification conditions as unusual calls on the basis of the standard normal distribution rate of the extracted call feature value.