Patent Document ID: 8731176
Application ID: 14017890

Base Claim:
1. An operator evaluation support device comprising: a speech recording unit configured to record speech times of a customer and an operator during a telephone call from the customer to which the operator attends; a superposition identifying unit configured to refer to the speech recording unit and identify a superposition speech, which is a speech of the operator that has started during a speech of the customer, during the telephone call; a problematic superposition identifying unit configured to identify a problematic superposition speech among the superposition speeches, by comparing a sound quality of a speech of the customer that has started after the superposition speech with a standard sound quality; a call information creating unit configured to refer to the speech recording unit and create telephone call information indicating the identified problematic superposition speech during the telephone call; and a sending unit configured to send the created telephone call information to an administrator terminal used by an administrator who is evaluating the operator.

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Claim 2:
2. The operator evaluation support device according to claim 1 , wherein the speech recording unit is configured to record an average-volume-in-speech in association with the speech time of the customer, and the problematic superposition identifying unit is configured to acquire, from the speech recording unit, the average-volume-in-speech of the speech of the customer that has started after the superposition speech, compare the average-volume-in-speech of the speech of the customer that has started after the superposition speech with a standard average volume, and identify the superposition speech as the problematic superposition speech when the average-volume-in-speech of the speech of the customer that has started after the superposition speech is higher than the standard average volume.