Informationssystem för att mäta samtalskvalitet

Sammanfattning: This thesis has been done through collaboration between K2C in Sweden AB and LTH School of engineering. The aim was to develop a new system to complement the present quality assurance system and make it more time efficient and effective. The company is active within the customer communication business and provides service such as contact centers to their clients. There was at the time of the project around 60 operators within the contact centers. The operators provide customer service to the customer of third party companies over the phone. This can involve answering customer questions or handling request from the customers. To ensure a high quality and keep the knowledgebase high within the contact centers the operator’s performance was reviewed by real time call monitoring by the project leaders. The system was developed with the purpose of being used by project leaders and operators, but also to provide an overview to the management. The system is web based and it is developed based on the requirements set by K2C in Sweden AB. The system utilizes the already implemented database which stores recordings of calls together with metadata. The system makes it possible for the project leaders to listen to recorded calls in retrospect, grade them and make comments for the purpose of development of their operators. The operators are able to read the comments and respond to them, thereby providing a tool for the operators to follow their own development. It is also possible for the project leader to set targets for the operators and these can be followed up through the system. Within the system the project leader is able to follow the development of grades over time, both on single operators and the project overall. The operative manager, who holds the overall responsibility for the department, is provided with an overview of all the operators and is able to see the development over time and has the possibility to implement changes where ever needed. The system that is developed has the potential to cover more areas within the department, like calendar, to book meetings and call statistics, and to be transformed from a single program to an overall solution.