A proposal for the voice record evaluation of call centers by means of computer-assisted analysis

Today's call center employees mainly deal with various customer problems or requests over the phone calls. In increasingly competitive environment of business, costs and changing customer needs or demands should be kept at an optimum level, therefore companies tend to use new technological applications. Among these companies on a sectoral base, call centers are probably the ones to use new technologies mostly.Looking at the dynamics of call center, the essential parts are human resource, technology and process. The mostly heard motto saying of call centers which is "Our meetings are recorded according to quality standards" implies that the quality issue is deeply significant for the call centers.In this study, regarding call centers, firstly the voice recording processes are introduced. Later the new contribution is suggested such that, rather than human, computers can be employed to achieve analyzing of recorded voice by means of voice recognition and evaluation systems