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In the increasingly fierce market competition，Customers are our valuable asset，Rally more resources to customer service sector window is particularly important。Through the establishment of a direct objective evaluation system，Enterprises will have a better understanding of their customers，To make up for their lack of，Potential demand for mining，The introduction of a more intimate service。
Customer service is to improve the baseline，Respect the views of customers is an important way to win trust。Emphasis on service quality, and strengthen the services window has now been the consensus of the service sector，At the same time as the customer service quality and efficiency have become increasingly demanding, but also the promotion of the window industry to improve their services。However, the window industry views the lack of real customer service is also a subjective improvement, the evaluation of the window to quantify the lack of objective basis for。
Jinque Service Evaluation SystemIs completely independent from the customer service staff attitude, service efficiency evaluation, etc. and complaints，Automatic Statistical Analysis System；At the same time, at any time through the system for each customer the quality of service of staff satisfaction，In order to effectively monitor and enhance the quality of service of staff；Also reflects the government departments or business units serving the people wholeheartedly, and to accept the attitude of the public oversight for the departments or units to establish a good social image。
1．System Overview
According to the actual needs of the window industry，Our research and development of "Jinque quality of service evaluation system"，For government departments and companies set customer satisfaction rating、Employee assessment services、Traffic Statistics、Data refer to the decision-making level of the window in one service management solution。Window rating system, and evaluation of controllers, bus communication controller, communication control software, an integrated query and dynamic analysis of software components。WINDOWS-based platform system development, set the windows service satisfaction rating, intelligent voice prompts, the customer traffic statistics, analysis of employee productivity features such as。Transmission through the network, centralized management background, with the queuing system is called its seamless combination can also be used alone, applies to all window service industry.
The use of the system can achieve the following objectives：
◆ Statistics e-button fast and convenient, not to increase the burden on customers。
◆ The realization of a licensed staff induction, and transparent services, accept supervision。
◆ Embodiment of the right customers, promote customer-centric service concept。
◆ Statistical volume of Staff, as part of its performance indicators of an auxiliary。
◆ Each employee satisfaction statistics, assess their。
◆ Can create a comprehensive employee satisfaction and service performance evaluation system。
◆ Conducive to reflect the issue of customer service improvements。
2．Features
◆ Pleasing to look fashionable and the structural design of scientific and reasonable, in line with the man-machine engineering, a variety of styles for the user to choose；
◆ Customers can be of service to staff attitude, service efficiency for self-evaluation, etc.；
◆ Clear, beautiful female voice prompt "Please you to evaluate my work," "Thank you", etc.。
◆In the press, "Please evaluate the key," Customer evaluation of the request, there will only be effective to receive a customer input, to reduce the misuse or click on the impact of malicious
◆ Real-time data transmission and storage, statistical analysis may at any time, column, pie charts, curves and other forms of。
◆ Prompted a meter can be integrated, such as its function is called in line to achieve the integrated management of window services, maximize resources, reduce investment, but also avoid duplication of wiring troubles caused by。
◆Workers must use their own employees and password, making the evaluation results can be specific to the individual, more detailed information on more convincing
◆ Standard, open database interface to facilitate integration of information systems and related。
3．System topology
The system uses a distributed multi-layer network structure。Ethernet network or the top internet，Is designed to connect the web server machine and the monitoring and management；Web-site management of the lower end，Through the communications controller connected to Fieldbus。
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4．Hardware
Evaluation of hardware from the window, and the controller, communications controller, data line composed of four parts。Evaluation are placed in the window outside the window for customers to use，Customers can simply button the window the quality of services Comments，Evaluation of each browser window with the controller operating the counter-one correspondence。If a business has more than business teller window rotation, each teller of business only when in the use of its employees use their own login and password can be，Equipped with a dedicated window without evaluation, and more without changing the controller。
Evaluator window
Product features：
◆ Customers can be on staff to evaluate the quality of services to support the liquid crystal display。
◆ Collecting customer feedback and timely transmission, storage。
◆ With the voice prompts function: micro-computer voice, clear, natural, beautiful。
◆ Integrated "one meter" voice prompts
Evaluation of controller
◆ At the teller window for the use of。
◆ Rather than pressing the "evaluation" key after the automatic voice prompts: "Please your evaluation of my work"; Customer evaluation key pressed, the window to automatically issue a rating of voice: "Thank you"。
◆ Rather than pressing the "1 meter" button after the automatic voice prompts: "Excuse me, please back customers waiting outside in the 1 meter, Thank you for your cooperation"。
◆ Only when the "Please evaluate the" key in the touch, the evaluation information can be effectively recorded, and can only be recorded once, to avoid duplication of Customer Statistics
◆ More than a teller window to share a single controller and evaluation of the evaluation, and greatly reduce cost。
Communications controller
In order to ensure the stability of this system and remote operation functions，The company has developed a Jinque communications controller exclusive，Makes the long-troubled "one" topology restrictions fonts broken，Can form a star, tree topology, such as complex。Site Connector bus can be achieved within the framework of long-distance data communication。
Software
Evaluation of system software
Evaluation of management software by the control module and management module，Control the entire communications hardware platform for the management of all communications，Evaluation of each window, and the controller, such as mailing address。Management module configured to provide employees information, customer feedback collection, statistical evaluation of information inquiries, customer traffic statistics, determine the efficiency of its staff, comprehensive data analysis and other supporting functions, and provide an open interface with other information systems in close connection with the 。
Evaluation of information collection
Window services to customers after an evaluation, information was passed to the background in time and stored, pending。Information collected included: evaluation of customer satisfaction information, employees log time, out of time, evaluation time, the business processing time, the number of business process。Individual customers in order to prevent duplication, blind, retaliation or malicious evaluation of joking，Press staff, "Please evaluate the key", only to do an evaluation, so that better ensure the authenticity of the statistics。
Information and Statistics
Views collected from the terminal to obtain customer information, as well as score the beginning and end of each business time and stored in the system database。Powerful real-time statistics online statistical evaluation of the functional data and statistical reports automatically generated。Been authorized to view or print network landing statements. Wide open data interface, a strong expansion of space。
Can be for business, employees, traffic in different time slots of a comprehensive statistical inquiry。Histogram, forms and other expressions, and friendly software interface and intuitive data accurately reflected。
Customer traffic statistics
Through a combination of queuing system, customers can get the number of flow, recording the beginning and end of each business time and stored in the system database。 Statistics and powerful data query feature on the business, employees of different time periods in accordance with the detailed query to the volume of business。Histogram, curves, forms and other ways to diversify。
Determine the efficiency of its staff
According to the different levels of business types, business statistics for the number of employees and the average length of processing time, you can calculate the actual staff for business efficiency。
Comprehensive data analysis
Unique integrated data analysis software，Can passengers, staff efficiency, staff, as well as for areas such as customer feedback in a different time period for data analysis，And compared with previous data。Reflect the different times of the dynamic traffic、Staff efficiency, the overall trends, such as customer feedback, real-time changes to master in order to further improve its services in a targeted manner。
◆ Classification and Statistics ，According to different categories to evaluate the business / statistical services；
◆ Real-time evaluation, monitoring front teller to achieve transparency of services；
◆ Embodiment of the right customers, promote customer-centered idea of the scope of application services；
Decision-making help
System in accordance with the staff to calculate the actual efficiency of the window, business offices and even the entire business efficiency, and calculate the time in a fixed place of business to accommodate the number of the Office in order to ease the customer a reasonable。Also provided a window of the busy degree of inquiries, facilitate understanding of the extent of the busy window。There are staff performance appraisal system and customer satisfaction surveys can query more intuitive leadership。
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