BP神经网络在呼叫中心抽检评估中的应用

Application of BP neural network in call center sampling evaluation

为了提高抽样检验的检出率,基于对某运营商呼叫中心服务质量管理现状的分析,提出利用BP神经网络对客服代表输出的话务质量进行风险评估和预判分类的方法。经过Matlab仿真平台的模拟实验,确定风险因子和风险等级,并进行数据归一化处理,建立数学模型,得到结论:BP神经网络技术应用于呼叫中心服务质量风险评估和抽样检验领域是可行的、有效的。基于该方法,可以将呼叫中心服务质量抽样检验的检出率从传统方法的5.3%提高到现在的9.23%,提高了质检人员的工作效率。

According to the analysis on service quality management status of call center of a communication enterprise,the sampling evaluation method of the QoS provided by telephone operators is proposed,in which BP neural network is utilized. The risk factor and risk level was defined and the normalized data processing was performed. A mathematics model was established. The conclusion is that the application of BP neural network in call center is feasible,which was verified by MATLAB. Based on this method,the accuracy rate can be improved from 5.3% to 9.23%. The working efficiency of inspectors in the call center has been improved.