Automatic evaluation software for contact centre agents’ voice handling performance

Abstract

Evaluating the contact center agent’s voice handling skills is important in order to enhance the customer satisfaction, through employee performance. Conventionally, supervisors in call center monitoring divisions listen to contact center agents’ conversations and then assign scores for the voice of the agent which end up in most cases bias and as erroneous evaluations. In order to minimize the above mentioned problems, this paper discusses a system, we implemented to evaluate contact center agents’ voices automatically avoiding human error and bias decisions. This software application considers speech rate, voice intensity level and emotional state of the contact center agent for their voice handling evaluations. According to the conducted research, it can be seen that the accuracy of evaluating the giving of instructions clearly using speech rate is 72%, evaluating listener comfortable voice intensity of agent is 83% and accuracy of emotion recognition of the agent’s is 83% in the implemented system.