A Service Quality Control System Of Phone Banking According To Voice Recording System

Information technology, particularly CTI technology will surely give boost to telephone banking services. Telephone banking center has gradually developed into customer service center in an all-around way which is quickly engaged in high-value added service covering operator auxiliary service, private fund management advisor and direct sales by phones in addition to such traditional services like advising and customer complaint. A new business style by combining phone calls with network is becoming a main channel for banking services. Then how to improve internal control, quality control and risk control may become the priority issue for the management of telephone banking center who are presented with a variety of product offerings and more complex business logistics. Servicing quality management of telephone banking center has currently formed a relatively complete system, of which, telephone monitoring is one of the important approaches among others. However, current telephone banking system is one set of merchandised systematic integrated product where recording equipments are not well matched with banking business system; telephone monitoring is still manually handled and is unable to be managed in a timely manner.Based on current existing issues of telephone monitoring and follow-up monitoring system for banks' traditional businesses, we have take into a full consideration characteristics of paperless operator services, draw on experience of selective checks for product quality control by manufacturing industry and rely on recorded service course and data to monitor the serving level by the customer representative in our project. Our system principally solve below issues:Electronic monitoring work flow of servicing level by customer representative: our system has achieve an electronic monitoring workflow and consequently greatly reduce the management cost and enhance the accuracy and fairness of monitoring work by providing one set of complete functions such as recorded monitoring, service level assessment(scoring), business data selection and financial statement statistics etc.The system has solved the problem of inappropriate use of recorded data and business data. For one customer, traditional system usually takes down different key factors for the recording module and business module, the two of which have no connection with the other. The monitoring operators have to therefore match data from two modules manually which lead to low work efficiency. Our system has fundamentally solved this issue.The system have enhanced the quality of selective checks and enlarged the product offerings. Drawing experience on the selective check of product quality control among manufacture industry, our system has eliminated subjective factors, enhance the science and fairness of quality monitoring and truly reflect actual serving level by designing an automatic selection module for monitored data where the machine is able to automatically select the data after setting the conditions.