Computer-readable recording medium having recorded therein agent training support program, and agent training support method and agent training support apparatus

• US 7,783,027 B2
• Filed: 08/28/2006
• Issued: 08/24/2010
• Est. Priority Date: 04/17/2006
• Status: Expired due to Fees

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Yanase, Takashi, Yamanaka, Hideki, Namba, Isao, Onodera, Sachiko, Komaba, Yusuke, Shinpuku, Satoshi
• Primary Examiner(s): Kuntz; Curtis
• Assistant Examiner(s): NGUYEN, PHUNG HOANG JOSEPH
• Application Number:
  US11/510,971
• Publication Number:
  US 20070263840A1
• Time in Patent Office: 1,457 Days
• Field of Search: 379/265.05, 379/265.06, 379/265.07, 379/265.11, 379/265.12, 705/8, 705/11, 706/46, 707/100
• US Class Current: 379/265.05
• CPC Class Codes: H04M 2203/403 Agent or workforce training
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A computer-readable recording medium having recorded therein agent training program in which when each agent has been performing an answer, agent identifier, and enquiry contents and contents of the answer are stored in a storage device. An enquiry pattern is extracted from enquiry contents. Respective agents'"'"' answers are evaluated, for each enquiry pattern, and by a model contents of the answer extraction section, contents of the answer of an agent with highest evaluation is extracted as model contents of the answer. The contents of the answer of a trainee agent and model contents of the answer are divided into predetermined phases, and corresponding phase of both are mutually compared to calculate ineptitude-degrees in respective phases of trainee agent. By specifying from the model contents of the answer, a range of contents of the answer containing therein at least one of the phases where the ineptitude-degree is high, and lasting predetermined time, and generating teaching material with these contents, teaching material specialized for the inept answers of respective agents is provided, and agent training support performed.

Claims

1. A non-transitory computer-readable recording medium having recorded therein an agent training support program for executing on a computer the steps for:

associating an agent identifier, and enquiry contents and contents of the answer, to sequentially store these in a storage device, when each agent has been performing an answer in a contacting center;

extracting an enquiry pattern from the enquiry contents;

executing evaluation of the answers of each agent based on the agent identifier and the contents of the answer, for each said enquiry pattern;

extracting the contents of the answer of an agent with a highest said evaluation as model contents of the answer, for each said enquiry pattern;

dividing the model contents of the answer and the contents of the answer of a trainee agent into predetermined phases, for each said enquiry pattern;

executing mutual comparison of corresponding phases of said model contents of the answer and said contents of the answer of a trainee agent, to calculate ineptitude-degrees in the respective phases of the trainee agent, for each said enquiry pattern;

specifying from said model contents of the answer, a range of contents of the answer containing therein at least one of the phases where said ineptitude-degree is high, and lasting for a predetermined time, for each said enquiry pattern; and

generating teaching material for training the trainee agent, using said model contents of the answer for the range of said predetermined time;

wherein the agent training support program further comprises the step for estimating training effectiveness for a trainee agent, based on a teaching material output frequency for a trainee agent, a growth rate corresponding to a change in an evaluation, and a latest evaluation of the trainee agent, and wherein the delivering step comprises outputting of the teaching material with priority that for which the trainee agent is inept, and that for which said teaching effectiveness is high, from amongst a plurality of training material.

2. A non-transitory computer-readable recording medium having recorded therein an agent training support program according to claim 1, wherein the dividing step divides said model contents of the answer and said contents of the answer of a trainee agent, respectively, based on voice information.

3. A non-transitory computer-readable recording medium having recorded therein an agent training support program according to claim 1, wherein said dividing step divides said model contents of the answer and said contents of the answer of a trainee agent based on log information recorded with key operation and screen transition of a computer terminal, respectively.

4. A non-transitory computer-readable recording medium having recorded therein an agent training support program according to claim 1, wherein the agent training support program further comprises the step for delivering said teaching material as an output to a terminal that a trainee agent uses.

5. A non-transitory computer-readable recording medium having recorded therein an agent training support program according to claim 4, wherein the range specifying step comprises estimating of free time from an operating ratio of an agent in respective time zones which are punctuated by predetermined rules, to determine the length of this free time as a predetermined time, and the teaching-material-delivering step comprises outputting of the teaching material when an answer of a trainee agent is finished.

6. A non-transitory computer-readable recording medium having recorded therein an agent training support program according to claim 1, wherein said model contents of the answer and said contents of the answer of a trainee agent are those having an answer time closest to an average answer time of the respective agents, from amongst a plurality of said contents of the answer belonging to respective enquiry patterns.

7. A non-transitory computer-readable recording medium having recorded therein an agent training support program according to claim 1, wherein the answer-evaluating step evaluates the answers of the respective agents based on a value for where the answer time of the respective agents is subtracted from the average answer time of all of the agents, and the subtraction value is divided by the variance of the average answer times.

8. A non-transitory computer-readable recording medium having recorded therein an agent training support program according to claim 7, wherein said answer time is the average answer time of the respective agents.

9. An agent training support method for executing in sequence on a computer, comprising the steps for:

associating an agent identifier, and enquiry contents and contents of the answer, to sequentially store these in a storage device, when each agent has been performing an answer in a contacting center;

extracting an enquiry pattern from the enquiry contents;

executing evaluation of the answers of each agents, based on the agent identifier and the contents of the answer, for each said enquiry pattern;

extracting the contents of the answer of an agent with a highest evaluation as model contents of the answer, for each said enquiry pattern;

dividing the model contents of the answer and the contents of the answer of a trainee agent into predetermined phases, for each said enquiry pattern;

executing mutual comparison of corresponding phase of the model contents of the answer and the contents of the answer of a trainee agent, to calculate ineptitude-degrees in the respective phases of the trainee agent, for each said enquiry pattern;

specifying from said model contents of the answer, a range of contents of the answer of a predetermined time containing therein at least one of the phases where said ineptitude-degree is high, and lasting for the predetermined time, for each said enquiry pattern; and

generating teaching material for training the trainee agent, using the model contents of the answer for the range of the predetermined time;

wherein the agent training support method for executing in sequence on a computer further comprising the step for estimating training effectiveness for a trainee agent, based on a teaching material output frequency for a trainee agent, a growth rate corresponding to a change in an evaluation, and a latest evaluation of the trainee agent, and wherein the delivering step comprises outputting of the teaching material with priority that for which the trainee agent is inept, and that for which said teaching effectiveness is high, from amongst a plurality of training material.

10. An agent training support method for executing in sequence on a computer according to claim 9, wherein the dividing step divides said model contents of the answer and said contents of the answer of a trainee agent, respectively, based on voice information.

11. An agent training support method for executing in sequence on a computer according to claim 9, wherein said dividing step divides said model contents of the answer and said contents of the answer of a trainee agent based on log information recorded with key operation and screen transition of a computer terminal, respectively.

12. An agent training support method for executing in sequence on a computer according to claim 9, further comprises the step for delivering said teaching material as an output to a terminal that a trainee agent uses.

13. An apparatus for supporting training of an agent, the apparatus being suitable for being operated in association with a computer, comprising:

means for associating and sequentially storing agent identifier, enquiry contents and contents of the answer, when an answer has been being performed by each agent in a contacting center;

means for extracting an enquiry pattern from the enquiry contents;

means for executing evaluation of the answers of each agent based on the agent identifier and the contents of the answer, for each said enquiry pattern;

means for extracting the contents of the answer of an agent with a highest evaluation as model contents of the answer, for each said enquiry pattern;

means for dividing said model contents of the answer and said contents of the answer of a trainee agent into predetermined phases, for each said enquiry pattern;

means for mutually comparing corresponding phase of the model contents of the answer and the contents of the answer of a trainee agent, and calculating ineptitude- degrees in respective phases of the trainee agent, for each said enquiry pattern;

means for specifying from said model contents of the answer, a range of a contents of the answer of a predetermined time containing therein at least one of the phases where said ineptitude-degree is high, and lasting for the predetermined time, for each said enquiry pattern; and

means for generating teaching material for training the trainee agent, using the model contents of the answer for the range of the predetermined time;

wherein the apparatus for supporting training of an agent further comprising means for estimating training effectiveness for a trainee agent, based on a teaching material output frequency for a trainee agent, a growth rate corresponding to a change in an evaluation, and a latest evaluation of the trainee agent, and wherein the delivering means comprises means for outputting of the teaching material with priority that for which the trainee agent is inept, and that for which said teaching effectiveness is high, from amongst a plurality of training material.

14. An apparatus for supporting training of an agent, according to claim 13, wherein the dividing means divides said model contents of the answer and said contents of the answer of a trainee agent, respectively, based on voice information.

15. An apparatus for supporting training of an agent, according to claim 13, wherein said dividing means divides said model contents of the answer and said contents of the answer of a trainee agent based on log information recorded with key operation and screen transition of a computer terminal, respectively.

16. An apparatus for supporting training of an agent, according to claim 13, further comprising means for delivering said teaching material as an output to a terminal that a trainee agent uses.