Comprehensive evaluation of the staffs of state grid customer service center

A scientific, objective and comprehensive evaluation of the works of the customer service staffs is essential for improving the customer service ability and qualities, and especially for improving the satisfactory rate. In this paper, we propose a scientific and objective method for the comprehensive evaluation of the staffs of State Grid Customer Service Center which consists of two steps. In the first step, the L_1/2 sparse classification model is used to distinguish the indexes which will be used for the evaluation from all indexes. In the second step, the Analytic Hierarchy Process is used for the comprehensive evaluation of the staffs over the selected indexes. Extensive experimental study shows the priority of our proposed method.