CN101998446A - Method and system for paying return visit to complaining user - Google Patents
Method and system for paying return visit to complaining user Download PDFInfo
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- CN101998446A CN101998446A CN2009101630360A CN200910163036A CN101998446A CN 101998446 A CN101998446 A CN 101998446A CN 2009101630360 A CN2009101630360 A CN 2009101630360A CN 200910163036 A CN200910163036 A CN 200910163036A CN 101998446 A CN101998446 A CN 101998446A
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Abstract
The invention provides a method and a system for paying a return visit to a complaining user. The method comprises the following steps of: generating return visit triggering information comprising a complaining user identifier when the complaint processing is finished; and transmitting return visit information to the complaining user according to the return visit triggering information. By automatically generating the return visit triggering information when the complaint processing is finished and triggering to transmit the return visit information by using the return visit triggering information, timely return visit to all complaining users is realized, and the return visit rate of the complaining users and the timely return visit rate are improved.
Description
Technical field
The present invention relates to network management and business support field, be specifically related to a kind of complaint user and pay a return visit method and system.
Background technology
At present, each big operator has all set up the call center of oneself (client service center) in order to promote the customer service quality, and offer online business hall accepted user and complain, the mechanism of accepting of customer complaint is gradually improved, the complaint handling flow process is ripe relatively, but answer and return visit work after accepting at customer complaint relatively lag behind.As shown in Figure 1, client's calling information is with " record " form warehouse-in in database at present, circulates with worker's simple form formula thereafter.In actual flow process, the vicarious intimate automation of customer service system (receiving system) and EMOS system (worksheet) seriously lags behind but pay a return visit affirmation work, mainly relies on manual calling (contact staff or network optimization personnel) to realize paying a return visit.The artificial factors such as being limited by client's refusing to receive telephone, complaint amount are many, human resources anxiety of paying a return visit is difficult to guarantee to pay a return visit promptness rate, and can not realizes that 100% pays a return visit (flow process only can realize high-end customer is paid a return visit or the sampling return visit at present).In addition, unresolved when the customers' responsiveness problem, need operator's hand filling worker substance newly to accept again, it is longer that the worker such as singly distributes at the flow process time, and it is lower to pay a return visit efficient, causes client perception relatively low.
There is following some deficiency at least in the flow process that existing report user pays a return visit:
(1) the customer complaint amount is big at present, and the human resources relative deficiency of operator can not realize all report users' return visit, and returning rate is low, and the return visit promptness rate is lower.
(2) the return visit flow process is consuming time long, the handling process complexity, and only can realize unidirectional return visit, return visit efficient is not high.
Summary of the invention
First purpose of the present invention is to propose a kind of report user to pay a return visit method, to realize improving returning rate, return visit promptness rate.
Second purpose of the present invention is a kind of returning rate height of proposition and pays a return visit the high report user of promptness rate and pay a return visit system.
For realizing above-mentioned first purpose, the invention provides a kind of complaint user and pay a return visit method, may further comprise the steps: when complaint handling was finished, generation comprised the return visit trigger message of complaining user ID; According to paying a return visit trigger message, send return visit information to complaining the user.
Preferably, can also comprise to report user's operation in transmission return visit information: whether monitoring receives report user's return information in a Preset Time; When receiving return information, upgrade the complaint handling sign that is used for characterizing the complaint handling stage; When not receiving return information, send the artificial information of paying a return visit of suggestion to the artificial execution side of paying a return visit.
For realizing above-mentioned second purpose, the invention provides a kind of complaint user and pay a return visit system, comprising: the trigger message generating apparatus, be used for when complaint handling is finished, generation comprises the return visit trigger message of complaining user ID; Information transceiving device is used for receiving and pays a return visit trigger message, and sends return visit information to complaining the user according to paying a return visit trigger message.
Preferably, this report user pays a return visit system and can also comprise: supervising device is used for this information transceiving device of monitoring and whether receives report user's return information in a Preset Time; Treating apparatus is used for when receiving return information, upgrades the complaint handling sign that is used for characterizing the complaint handling stage; And when not receiving return information, send information to the trigger message generating apparatus; The trigger message generating apparatus also is used for: when complaint handling sign is updated to the user and continues to complain, transmission comprises that the continuation processing trigger message of complaining the troubleshooting square mark is to information transceiving device, and when receiving information, transmission comprises that the artificial return visit trigger message of artificial return visit execution square mark is to information transceiving device; Information transceiving device also is used for: according to continue processing trigger message, sending suggestion and continuing the information processed to complaining troubleshooting side, and according to artificial return visit trigger message, sending the artificial information of paying a return visit of suggestion to the artificial execution side of paying a return visit.
Among above-mentioned each embodiment of the present invention, because by when complaint handling is finished, generating this return visit trigger message automatically, and utilize this return visit trigger message to trigger this return visit information of transmission, therefore can realize timely return visit, improve the returning rate of complaining the user and paid a return visit promptness rate all complaint users.
The present invention also has among some embodiment, by when complaint handling is finished, automatically generating this return visit trigger message, and utilize this return visit trigger message to trigger this return visit information of transmission, realization is to all report users' timely return visit, improve report user's returning rate and paid a return visit promptness rate, when can also not receive report user's return information in Preset Time, the artificial execution side of paying a return visit of notice realizes artificial the return visit automatically, further guarantees returning rate.
Description of drawings
Accompanying drawing is used to provide a further understanding of the present invention, and consists of the part of specification, is used in the lump explaining the present invention with embodiments of the invention, is not construed as limiting the invention.In the accompanying drawings:
Fig. 1 complains the user for prior art and pays a return visit the schematic diagram of method;
Fig. 2 pays a return visit embodiment one flow chart of method for complaint user of the present invention;
Fig. 3 pays a return visit embodiment two flow charts of method for complaint user of the present invention;
Fig. 4 pays a return visit embodiment three schematic diagrames of method for complaint user of the present invention;
Fig. 5 pays a return visit embodiment three flow charts of method for complaint user of the present invention;
Fig. 6 pays a return visit the example structure figure of system for report user of the present invention.
Embodiment
Below in conjunction with accompanying drawing the preferred embodiments of the present invention are described, should be appreciated that preferred embodiment described herein only is used for description and interpretation the present invention, and be not used in qualification the present invention.
Method embodiment
Fig. 2 pays a return visit embodiment one flow chart of method for complaint user of the present invention.As shown in Figure 2, present embodiment comprises:
Step S202: when complaint handling was finished, according to calling information, generation comprised the return visit trigger message of complaining user ID;
Wherein, as shown in table 1, this calling information can comprise complains client, complaint time, complaint classification, complaint content, client to confirm handler, disposition, processing details, the information in processing time; Correspondingly, pay a return visit trigger message and can comprise the sign of complaining the user,, complain classification information as phone number, as weak signal, and the information such as time of complaining the user;
The content of table 1 calling information for example
| Complain the client | The complaint time | Complain classification | Complain content | The client confirms |
| 13966142540 | 08-2-610:00 | Weak signal | C1292-72.... | NULL |
| The handler | Disposition | Process details | Processing time | |
| LDM | Complaint handling is finished | After tested .... | 08-2-6 12:00 |
Step S204:, send return visit information to complaining the user according to paying a return visit trigger message;
Wherein, return visit information can adopt various ways, such as note, multimedia message or voice messaging.As, if return visit information is according to complaining client, complaint time, complaining the note of classification information generation:
13986142540: you are good! You solve in " weak signal " problem that 2008-2-610:00:00 complains! If you are to the satisfied R. S. V. P. Y of our result, dissatisfied R. S. V. P. N!
Those skilled in the art should be appreciated that this return visit trigger message comprises that the complaint user indicates, and as phone number, can guarantee and should return visit information be sent to corresponding complaint user that other information in this return visit trigger message are preferred scheme; This return visit information is default in advance, do not rely on this returns visit trigger message and generate, as can only comprise " if you to the satisfied R. S. V. P. Y of our result, be unsatisfied with the R. S. V. P. ".
In the present embodiment, by when complaint handling is finished, generating this return visit trigger message automatically, and utilize this return visit trigger message to trigger this return visit information of transmission, realize having improved timely return visit that all are complained users the returning rate of complaining the user and paid a return visit promptness rate.
Fig. 3 pays a return visit embodiment two flow charts of method for complaint user of the present invention.As shown in Figure 3, present embodiment comprises:
Step S302 and S303 do not repeat them here respectively at the step 102 among Fig. 2 and 104;
Step S304: whether monitoring receives the return information of complaining the user in a Preset Time, if, execution in step S305 then, if not, execution in step S306 then;
During concrete operations, the size of this Preset Time can be set according to the actual design needs;
Step S305: judge whether the user is satisfied with, if, execution in step S307 then, if not, execution in step S308 then;
During concrete operations, estimate sign, reach " N " as " Y " and represent that respectively the user is satisfied and dissatisfied according to predefined user, when comprising user's return information of " Y " when receiving, then the decidable user is satisfied, and when comprising user's return information of " N " when receiving, then the decidable user is dissatisfied;
Step S306: send the artificial information of paying a return visit of suggestion to the artificial execution side of paying a return visit;
During concrete operations, step S306 can comprise:
Generation comprises the artificial return visit trigger message of artificial return visit execution square mark;
According to this artificial trigger message of paying a return visit, send the artificial information of paying a return visit of suggestion to the artificial execution side of paying a return visit; Wherein, this artificial information of paying a return visit execution side is as the cell-phone number of artificial return visit execution side, to guarantee advising that artificial information of paying a return visit is sent to artificial return visit execution side;
Step S307: with this disposition, i.e. complaint handling sign, it is satisfied to be updated to the user;
Step S308: this disposition is updated to the user continues to complain, and the information that the transmission suggestion continues to handle is to complaining troubleshooting side;
During concrete operations, step S308 can comprise:
This disposition is updated to the user to be continued to complain;
Generation comprises the continuation processing trigger message of complaining the troubleshooting square mark;
Continue to handle trigger message according to this, the information that the transmission suggestion continues to handle is to complaining troubleshooting side.
Those skilled in the art should be understood that above-mentioned return visit trigger message, manually pay a return visit trigger message and continue to process the sign that can also comprise in the trigger message separately, to send dissimilar information according to different trigger messages, the information of namely paying a return visit information, the artificial information of paying a return visit of suggestion and advising continuing processing.
In the present embodiment, by when complaint handling is finished, automatically generating this return visit trigger message, and utilize this return visit trigger message to trigger this return visit information of transmission, realization is to all report users' timely return visit, improve report user's returning rate and paid a return visit promptness rate, and the return information by monitoring and analysis report user, automatically upgrade treatment state, and then trigger suggestion according to the treatment state that upgrades and continue the information processed, namely trigger secondary and accept and send list, or the information that triggers the suggestion artificial treatment further guarantees returning rate, realized two-way automatic return visit, need not manual intervention, improve and pay a return visit efficient.
Fig. 4 pays a return visit embodiment three schematic diagrames of method for complaint user of the present invention; Fig. 5 pays a return visit embodiment three flow charts of method for complaint user of the present invention.Following associating Fig. 4 and Fig. 5, and be combined in the renewal of complaining complaint handling sign in the user's return visit process explanation that makes an explanation.This complaint handling sign, i.e. disposition, the complaint handling stage of sign can comprise in the complaint handling, complaint handling finishes, waits for that the user confirms, the user satisfied or the user continues to complain.As Fig. 4 and shown in Figure 5, present embodiment comprises:
Step 1: client service center receives the calling information of complaining the user;
Step 2: client service center uploads to worker's uniprocesser system (EMOS) with calling information, and this disposition is corresponding to indicate in the complaint handling;
It is single that step 3:EMOS sends the worker with charge free, and personnel handle the complaint fault with informing network optimization (abbreviation network optimization);
The information that the complaint troubleshooting of step 4:EMOS reception network optimization personnel feedback is finished, this disposition correspondence is denoted as complaint handling and finishes;
Need to prove that step 1-4 is substantially the same with the operation in the existing return visit flow process;
Step 5: after the complaint handling of the corresponding sign of this disposition was finished, generation comprised the return visit trigger message that the report user identifies, and corresponding sign of this disposition waited for user's affirmation;
Step 6:, send return visit information to complaining the user according to paying a return visit trigger message;
Step 7: if in Preset Time, do not receive report user's return information, send the artificial information of paying a return visit of suggestion to the artificial execution side of paying a return visit;
Step 8: if receive report user's return information in Preset Time, judge then whether the user is satisfied with, if then execution in step 10, if not, then execution in step 9;
Step 9: this disposition is updated to the user continues to complain, and the information that the transmission suggestion continues to handle is to complaining troubleshooting side;
Step 10: this disposition is updated to user's satisfaction.
According to actual needs, this calling information can also comprise the association identification of disposition, is called treatment state, and promptly this association identification is used to represent the complaint handling state.During concrete operations, before receiving calling information, this association identification is set.The complaint handling state that treatment state is represented can comprise that indicating flow process finishes, advises continuing processing, the artificial return visit of suggestion or wait for user's affirmation.
As shown in table 2: the wait user affirmation of this complaint handling sign, user's satisfaction and user continue to complain respectively corresponding related with wait user affirmation, flow process end and the suggestion continuation processing of this association identification.That is, the corresponding sign of this disposition waits for that the user confirms in the above-mentioned steps 5, and correspondingly, treatment state also corresponding the sign waits for that the user confirms; In the step 10 this disposition is updated to user's satisfaction, correspondingly, the corresponding flow process that indicates for the treatment of state finishes; In the step 9 this disposition is updated to the user and continues to complain, correspondingly, the corresponding sign for the treatment of state advises continuing to process.In addition, when execution in step 7, the corresponding sign for the treatment of state advised artificial the return visit.
The association status of table 2 disposition and treatment state
| Disposition (complaint handling sign) | Treatment state (association identification) |
| In the complaint handling | X |
| Complaint handling is finished | X |
| Wait for that the user confirms | Wait for that the user confirms |
| The user is satisfied | Flow process finishes |
| The user continues to complain | Suggestion continues to process |
| X | Suggestion is artificial pays a return visit |
Those skilled in the art are to be understood that: above-mentioned return visit trigger message and the artificial trigger message of paying a return visit send according to the renewal of complaint handling sign and association identification respectively; Above-mentioned continuation is processed trigger message and is sent according to the renewal of complaint handling sign or association identification.
In the present embodiment, by when complaint handling is finished, automatically generating this return visit trigger message, and utilize this return visit trigger message to trigger this return visit information of transmission, realization is to all report users' timely return visit, improve report user's returning rate and paid a return visit promptness rate, and the return information by monitoring and analysis report user, automatically upgrade treatment state, and then trigger suggestion according to the treatment state that upgrades and continue the information processed, namely trigger secondary and accept and send list, or the information that triggers the suggestion artificial treatment further guarantees returning rate, realized two-way automatic return visit, need not manual intervention, improve and pay a return visit efficient.
System embodiment
Fig. 6 pays a return visit the example structure figure of system for report user of the present invention.Each embodiment of above-mentioned Fig. 2-Fig. 5 method invention all can realize in the system of structure shown in Fig. 6 structure chart.As shown in Figure 6, this system comprises trigger message generating apparatus 600, is used for when complaint handling is finished, and generates to comprise the return visit trigger message of complaining user ID; Information transceiving device 602 is used to receive this return visit trigger message, and sends return visit information to complaining the user according to this return visit trigger message.Wherein, the concrete operations of trigger message generating apparatus 600 are referring to the step 302,306 and 308 of Fig. 3; The concrete operations of information transceiving device 602 are referring to the step 303,306 and 308 of Fig. 3.
This system can also comprise: supervising device 604 is used to monitor this information transceiving device 602 and whether receives the return information of complaining the user in a Preset Time;
Processing unit 606 is used for monitoring this information transceiving device 602 when receiving return information in Preset Time at supervising device 604, upgrades the complaint handling sign that is used to characterize the complaint handling stage; And when in this Preset Time, not receiving return information, send information to this trigger message generating apparatus 600;
Identity device 608 is used for being provided with and storing this complaint handling sign and association identification thereof, and this association identification is upgraded according to the renewal of this complaint handling sign.
Setting corresponding to supervising device 604, processing unit 606 and identity device 608, this trigger message generating apparatus 600 also is used for sending and continuing to handle trigger message to information transceiving device 602 this complaint handling sign being updated to when being used to characterize the information that the user continues to complain; Perhaps when receiving this information, send the artificial trigger message of paying a return visit to this information transceiving device 602.This information transceiving device 602 also is used for handling trigger message according to this continuation, sends suggestion and continues the information of processing to complaining troubleshooting side; Perhaps, send the artificial information of paying a return visit of suggestion to the artificial execution side of paying a return visit according to trigger message should manually be paid a return visit.
It will be appreciated by those skilled in the art that: this system comprises that trigger message generating apparatus 600 and information transceiving device 602 get final product, this system comprises that supervising device 604, processing unit 606 and identity device 608 are preferred scheme, trigger message generating apparatus 600 and information transceiving device 602 corresponding supervising devices 604, processing unit 606 and identity device 608 and the function that has also is preferred scheme; This information transceiving device 602 both can utilize existing note reception/transmission platform, also can develop again as required; This complaint user pays a return visit system can be directly integrated in existing customer service or EMOS system, need not to set up hardware, also can develop separately; The information that return visit information among each embodiment of the present invention, the artificial information of paying a return visit of suggestion and suggestion continue to handle can be note, multimedia message or voice messaging.
In the present embodiment, by when complaint handling is finished, automatically generating this return visit trigger message, and utilize this return visit trigger message to trigger this return visit information of transmission, realization is to all report users' timely return visit, improve report user's returning rate and paid a return visit promptness rate, and the return information by monitoring and analysis report user, automatically upgrade treatment state, and then trigger suggestion according to the treatment state that upgrades and continue the information processed, namely trigger secondary and accept and send list, or the information that triggers the suggestion artificial treatment further guarantees returning rate, realized two-way automatic return visit, need not manual intervention, improve and pay a return visit efficient.
It should be noted that at last: the above only is the preferred embodiments of the present invention, be not limited to the present invention, although the present invention is had been described in detail with reference to previous embodiment, for a person skilled in the art, it still can be made amendment to the technical scheme that aforementioned each embodiment put down in writing, and perhaps part technical characterictic wherein is equal to replacement.Within the spirit and principles in the present invention all, any modification of being done, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (13)
1. complain the user to pay a return visit method for one kind, it is characterized in that, may further comprise the steps:
When complaint handling was finished, generation comprised the return visit trigger message of complaining user ID;
According to described return visit trigger message, send return visit information to complaining the user.
2. report user according to claim 1 pays a return visit method, it is characterized in that, also comprises to report user's operation in the described transmission information of paying a return visit:
Whether monitoring receives described complaint user's return information in a Preset Time;
When receiving described return information, upgrade the complaint handling sign that is used to indicate the complaint handling stage;
When not receiving described return information, send the artificial information of paying a return visit of suggestion to the artificial execution side of paying a return visit.
3. complaint user according to claim 2 pays a return visit method, it is characterized in that, the operation that described renewal is used to characterize the complaint handling sign in complaint handling stage comprises:
According to described return information, satisfied or user continues to complain for the user with described complaint handling identification renewal.
4. report user according to claim 3 pays a return visit method, it is characterized in that, also comprises after the described operation that described complaint handling identification renewal is continued to complain for the user:
Generation comprises the continuation processing trigger message of complaining the troubleshooting square mark;
Handle trigger message according to described continuation, send suggestion and continue the information of processing to described complaint troubleshooting side.
5. complaint user according to claim 2 pays a return visit method, it is characterized in that, the artificial information of paying a return visit of described transmission suggestion to artificial operation of paying a return visit execution side comprises:
Generation comprises the artificial return visit trigger message of artificial return visit execution square mark;
According to described artificial return visit trigger message, send the artificial information of paying a return visit of described suggestion to described artificial return visit execution side.
6. pay a return visit method according to each described report user among the claims 2-5, it is characterized in that,, when complaint handling is finished, generate the operation that comprises the return visit trigger message that the report user identifies and also comprise before described:
The association identification of described complaint handling sign is set, and described association identification is upgraded according to the described complaint handling sign of upgrading.
7. complaint user according to claim 6 pays a return visit method, it is characterized in that, the described complaint handling stage comprises: complaint handling finishes, waits for that the user confirms, the user satisfied and the user continues to complain;
The complaint handling state that described association identification characterizes comprises: flow process finishes, advises continuing processing, the artificial return visit of suggestion and waits for user's affirmation;
Wherein, the wait user in described complaint handling stage affirmation, user's satisfaction and user continue to complain respectively corresponding related with wait user affirmation, flow process end and the suggestion continuation processing of described complaint handling state.
8. complaint user according to claim 7 pays a return visit method, it is characterized in that, described complaint handling is identified at complaint handling when finishing, and is updated to complaint handling and finishes;
When described association identification is not received described return information in described Preset Time, be updated to suggestion and manually pay a return visit;
Described return visit trigger message and the artificial trigger message of paying a return visit send according to described complaint handling sign and the association identification upgraded respectively;
Described continuation is processed trigger message and is sent according to described complaint handling sign or the described association identification upgraded.
9. report user according to claim 7 pays a return visit method, it is characterized in that, the information that described return visit information, the artificial information of paying a return visit of suggestion and suggestion continue to process is note, multimedia message or voice messaging.
10. complain the user to pay a return visit system for one kind, it is characterized in that this system comprises:
The trigger message generating apparatus is used for when complaint handling is finished, and generates to comprise the return visit trigger message of complaining user ID;
Information transceiving device is used to receive described return visit trigger message, and sends return visit information to complaining the user according to described return visit trigger message.
11. complaint user according to claim 10 pays a return visit system, it is characterized in that, also comprises:
Supervising device is used to monitor described information transceiving device and whether receives the return information of complaining the user in a Preset Time;
Processing unit is used for monitoring described information transceiving device when receiving described return information in described Preset Time at described supervising device, upgrades the complaint handling sign that is used to indicate the complaint handling stage; And when not receiving described return information, send information to described trigger message generating apparatus.
12. complaint user according to claim 11 pays a return visit system, it is characterized in that, described trigger message generating apparatus also is used for:
When described complaint handling sign is updated to the user and continues to complain, send and comprise that the continuation of complaining the troubleshooting square mark processes trigger message to described information transceiving device;
When receiving described information, transmission comprises that the artificial return visit trigger message of artificial return visit execution square mark is to described information transceiving device;
Described information transceiving device also is used for:
Handle trigger message according to described continuation, send suggestion and continue the information of processing to described complaint troubleshooting side;
According to described artificial return visit trigger message, send the artificial information of paying a return visit of suggestion to described artificial return visit execution side.
13. pay a return visit system according to each described report user among the claims 10-12, it is characterized in that, also comprise:
Identity device is used for arranging and storing the association identification that described complaint handling identifies and described complaint handling identifies, and described association identification is upgraded according to the described complaint handling sign of upgrading.
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| CN2009101630360A CN101998446A (en) | 2009-08-20 | 2009-08-20 | Method and system for paying return visit to complaining user |
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| Application Number | Priority Date | Filing Date | Title |
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| CN2009101630360A CN101998446A (en) | 2009-08-20 | 2009-08-20 | Method and system for paying return visit to complaining user |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN104123590A (en) * | 2014-06-27 | 2014-10-29 | 国家电网公司 | 95598 customer service center operation monitoring system and method |
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| CN109189890A (en) * | 2018-09-12 | 2019-01-11 | 张连祥 | Complaint of inviting outside investment coordinates intelligence and handles system and method |
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Application publication date: 20110330 |