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111 Call center quality management system
Customer: Vietnamese Ministry of Labor Invalids and Social Affairs
Partners: IVG, VAIS
Project Overview:
The Call Center Quality Management System is a comprehensive solution designed to help supervisors manage call agents and assess call quality in children’s rescue call centers. The project involves developing a web application, a Windows agent for monitoring call agents’ PCs, and implementing AI-powered speech recognition to transcribe calls for easy search and analysis.
Project Objectives:
- Develop a web application to help supervisors manage call agents and assess call quality in children’s rescue call centers. The application should provide an intuitive interface for monitoring agent performance, reviewing call transcripts, and identifying areas for improvement.
- Develop a Windows agent to monitor call agent’s PCs, providing supervisors with real-time insights into agent activities and ensuring adherence to call center protocols and guidelines.
- Implement AI-powered speech recognition to transcribe calls, enabling supervisors to quickly search and analyze call data, identify trends, and make data-driven decisions to improve call center operations.
Techniques and Technologies Used:
- Automated Speech Recognition (ASR): The Kaldi framework is employed to provide accurate and efficient ASR capabilities, converting spoken language in calls into searchable text for easy analysis and review.
- React.js: The front-end of the web application is built using the React.js framework, ensuring a responsive and user-friendly interface for supervisors to manage call agents and assess call quality.
- Express.js: The backend of the web application is powered by the Express.js framework, providing a fast, unopinionated, and minimalistic Node.js web application framework for efficient development and deployment.
- Microsoft SQL: A Microsoft SQL database is used for storing and managing the system’s data, offering a reliable and scalable solution for handling call transcripts, agent performance metrics, and other relevant information.
- Winforms.NET: The Windows agent for monitoring call agents’ PCs is developed using the Winforms.NET framework, providing a robust and familiar environment for creating Windows applications that seamlessly integrate with the call center infrastructure.
Project Impact:
The Call Center Quality Management System has the potential to greatly enhance the effectiveness of children’s rescue call centers by providing supervisors with the tools they need to manage call agents and assess call quality. By leveraging AI-powered speech recognition and real-time monitoring, supervisors can identify areas for improvement, ensure adherence to protocols, and ultimately deliver better outcomes for the children in need of assistance.
