METHOD OF EDUCATION AND ASSESSMENT CONSULTANT FOR NETWORK, AND SYSTEM THEREOF

摘要

The present invention discloses an agent training and evaluation method through a network and a system thereof. The counselor education and evaluation method and system through the network of the present invention disclosed are private branch exchanges for exchanging extension telephones or external lines; A plurality of counselor computers (PCs) connected to the private branch exchange and an extension telephone and connected to each other via a network; A computer telephone integration (CTI) server that detects an agent to be trained or evaluated by accessing the computer of the counselor through the network to determine whether the counselor is idle; Receives the information on the training or evaluation target counselor and transmits a call signal to the PC of the training or evaluation target counselor through the private premises exchange, and the call connection of the training or evaluation target counselor through the network Out dialer server to control the; And coaching to conduct training or evaluation scenarios by controlling overall training and evaluation of the counselor through the network, to measure the level of the agent according to the training and evaluation results, and to manage and analyze training and evaluation history. (e-Coaching) server characterized in that it comprises a. Accordingly, it is possible to monitor the presence of counseling agents through linkage with the CTI server, and to provide training and evaluation according to individual abilities by the call simulation through a network to an agent or a reserved agent who does not consult with a customer. have.