TELEPHONE CALL ANSWERING JOB SUPPORT SYSTEM AND METHOD OF THE SAME

摘要

PROBLEM TO BE SOLVED: To provide a telephone call answering job support system capable of smoothly performing a telephone call answering job to customers performed by a telephone operator and a manager without depending on subjective judgment of a telephone operator individual, and a method of the same.;SOLUTION: In the telephone call answering job support system, levels of emotional excitements of respective customers are turned to scores in a plurality of stages and evaluated on the basis of a change amount during a telephone call of the volume and/or the sound range of the voice of the respective customers, and the level of the emotional excitement of the customer during a phone call with which telephone operator is high among the respective customers is displayed at respective manager terminals 30 according to evaluations by scoring during the telephone calls between the respective customers and the respective telephone operators.;COPYRIGHT: (C)2013,JPO&INPIT