CN104992296A - Satisfaction survey device based on electric power information communication customer services and method thereof - Google Patents
Satisfaction survey device based on electric power information communication customer services and method thereof Download PDFInfo
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- CN104992296A CN104992296A CN201510403119.8A CN201510403119A CN104992296A CN 104992296 A CN104992296 A CN 104992296A CN 201510403119 A CN201510403119 A CN 201510403119A CN 104992296 A CN104992296 A CN 104992296A
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Abstract
The invention relates to the technical field of electric power industry information communication services, and provides a satisfaction survey device based on electric power information communication customer services and a method thereof. The satisfaction survey device comprises a calling center system, a satisfaction survey system and a desktop terminal management system. The satisfaction survey system is provided with an interface module I and an interface module II. The interface module I is used for the calling center system to transmit a request and used for returning a user satisfaction evaluation value. The interface module II is used for invoking resources of the desktop terminal management system and pushing a satisfaction survey to a user office terminal computer and acquiring the satisfaction evaluation value filled in the desktop terminal management system by a user. The user satisfaction evaluation value can be filled and evaluated by the user, the user satisfaction data are enabled to be more real and objective, and enhancement of present customer service quality is facilitated; and staff operation cost is reduced, utilization efficiency of the calling center system and the desktop terminal system is enhanced and utilization rate of the existing resources is effectively enhanced.
Description
Technical field
electric power trade information communication service technical field of the present invention is a kind of satisfaction investigation device and method based on the service of power information communication clients.
Background technology
call center system runs the important component part of shoring of foundation system as company information, according to State Grid Corporation of China's modular design and related specifications requirement, the autonomous software development model Unified Generalization based on voice telephone traffic platform is adopted to build, adopt large concentrated deployment mode, dispose a set of call center system in Xinjiang power company home office, provide infosystem customer service towards our unit and the unification of (containing subordinate unit) level unit of subordinate ground cities and counties.The business of accepting comprises: infosystem service handling, business instruction, fault accept with answer, Informatization Service is seeked advice from, desktop terminal and network problem accept and answer and make house calls work.For user provide efficiently, the information communication service of high-quality, could provide effective and information-basedly to support for electric power safety is produced.And the call center system used at present, achieve the unified access of client's request and the unified management of information, but there is following problem:
the mode that the investigation of call center system customer satisfaction rate realizes is: user is by initiating application, feel concerned about in system single to traffic engineered Shi Jinhang group after one line seat personnel accept in a call, after customer problem has solved, traffic engineered teacher feels concerned about in system in a call and fills in solution, and work order becomes treats return visit state.Now, a line seat is paid a return visit user according to caller ID, carries out satisfaction investigation.In the process, a line seat is evaluated according to user and is manually selected evaluation result in systems in which.If chance user is busy or user cannot contact, there is seat personnel also initiatively close work order hidden danger from main separation evaluation result.
Summary of the invention
the invention provides a kind of satisfaction investigation device and method based on the service of power information communication clients, overcome the deficiency of above-mentioned prior art, it effectively can solve seat personnel in existing customer's satisfaction rate investigation return visit process and, from main separation evaluation result or the problem of initiatively closing work order, more efficiently solve the problem that there is deceptive information that questionnaire is paid a return visit in satisfaction rate investigation.
one of technical scheme of the present invention is realized by following measures: a kind of satisfaction investigation device based on the service of power information communication clients, comprise call center system, satisfaction investigation system and desktop terminal management system, interface module I and interface module II is provided with in satisfaction investigation system, described interface module I for call center system carry out request send and for returning customer satisfaction evaluation value, described interface module II is for calling desktop terminal management of system resource, push satisfaction investigation questionnaire to user's office terminal computer and gather the satisfaction evaluation value that user fills in desktop terminal management system, satisfaction investigation system and desktop terminal management system are communicated to connect by interface module II, and call center system and satisfaction investigation system are communicated to connect by interface module I.
here is the further optimization and/or improvements to foregoing invention technical scheme:
be provided with client in above-mentioned call center system and pay a return visit trigger element, client pays a return visit trigger element for connecting and starting interface module I, enters satisfaction investigation system by interface module I.
above-mentioned satisfaction investigation system also comprises the satisfaction investigation questionnaire module carried, and document, as the document sending desktop terminal management system to, is pushed to the user specified by satisfaction investigation questionnaire by desktop terminal management system.
be provided with autonomous dialing unit in above-mentioned desktop terminal management system, autonomous dialing unit is used for satisfaction investigation questionnaire to be pushed to given client.
two of technical scheme of the present invention is realized by following measures: a kind of using method of the satisfaction investigation device based on the service of power information communication clients, comprises the following steps:
the first step, user initiates request, requires to solve Problems existing, then enters next step;
second step, a line seat receives calls and feels concerned about in a call in system and carries out sending list, then enters next step;
3rd step, service center slip-stick artist solves the problem that client proposes, and by solution typing call center system, now work order becomes and treats return visit state, then enters next step;
4th step, when work order becomes until return visit state, call center system pays a return visit the return visit button calling interface module I on trigger element by client, interface module I triggers satisfaction investigation system, the satisfaction investigation questionnaire carried in satisfaction investigation system sends desktop terminal management system to by interface module II, in the first step, require that the user dealt with problems pushes satisfaction investigation questionnaire, then enters next step by the autonomous dialing unit in desktop terminal management system;
5th step, user confirms to submit to after having filled in satisfaction questionnaire, the customer satisfaction evaluation of estimate of desktop terminal management system is again gathered by interface module II, by interface module I, this satisfaction evaluation value is fed back to call center system by satisfaction investigation system, work order state in system of feeling concerned about in a call, by treating that return visit State Transferring is state to be archived, then enters next step;
6th step, is attended a banquet by a line and carries out work order filing, clicks afterwards and terminates to close this system module.
the present invention can realize customer satisfaction evaluation value and independently fill in evaluation by user, makes user satisfaction data truer, objective, is conducive to improving existing customer's service quality; Satisfaction investigation module depends on existing call center system and desktop terminal management system, more convenient and quicker customer satisfaction survey questionnaire is promoted to target customer, reduce staff's operation cost, increase work efficiency; On the applicable basis of original system merit, develop satisfaction investigation system, make call center system can directly call desktop terminal management system by satisfaction investigation system, improve call center system and desktop terminal systematic difference efficiency, effectively improve the utilization factor of existing resource.
Accompanying drawing explanation
accompanying drawing 1 is preferred embodiment schematic diagram.
accompanying drawing 2 is preferred embodiment method flow diagram.
coding in accompanying drawing is respectively: 1 is call center system, and 2 is satisfaction investigation system, and 3 is desktop terminal management system, and 4 is interface module I, and 5 is interface module II.
Embodiment
the present invention by the restriction of following embodiment, can not determine concrete embodiment according to technical scheme of the present invention and actual conditions.
below in conjunction with embodiment and accompanying drawing, the invention will be further described:
embodiment one: as accompanying drawing 1, shown in 2, a kind of satisfaction investigation device based on the service of power information communication clients, comprise call center system 1, satisfaction investigation system 2 and desktop terminal management system 3, interface module I 4 and interface module II 5 is provided with in satisfaction investigation system 2, described interface module I 4 for call center system 1 carry out request send and for returning customer satisfaction evaluation value, described interface module II 5 is for calling desktop terminal management system 3 resource, push satisfaction investigation questionnaire to user's office terminal computer and gather the satisfaction evaluation value that user fills in desktop terminal management system 3, call center system 1 and satisfaction investigation system 2 are communicated to connect by interface module I 4, and satisfaction investigation system 2 and desktop terminal management system 3 are communicated to connect by interface module II 5.In use, call center system 1 and desktop terminal management system 3 can not directly communicate to connect, interface module I 4 is for connecting call center system 1 and satisfaction investigation system 2, and interface module II 5 is for connecting satisfaction investigation system 2 and desktop terminal management system 3.Whether satisfaction investigation system 2 has work order to distribute for monitoring calling centring system 1, whether the work order of the treatment state that work order is current and process pays a return visit, and gather the contact person of the work order that need pay a return visit, send this contact person to desktop terminal management system 3, correspond to concrete contact person's desktop terminal, realize message and send targetedly.This satisfaction investigation system 2 is convenient to use, customer satisfaction survey questionnaire active push being paid a return visit client to waiting, reducing staff's operation cost, improve work efficiency.
according to actual needs, the above-mentioned satisfaction investigation device based on the service of power information communication clients can be made further optimization and/or improvements:
as shown in accompanying drawing 1,2, be provided with client and pay a return visit trigger element in call center system 1, client pays a return visit trigger element for connecting and starting interface module I 4, enters satisfaction investigation system 2 by interface module I 4.Client pays a return visit trigger element inside and is provided with a return visit button, seat personnel are callable interface module I 4 after clicking and paying a return visit button, interface module I 4 can be used for the request of call center system 1 to be sent to satisfaction investigation system 2, processes the request from call center system 1 by satisfaction investigation system 2.
as shown in accompanying drawing 1,2, satisfaction investigation system 2 also comprises the satisfaction investigation questionnaire module carried, and document, as the document sending desktop management terminal system 3 to, is pushed to the user specified by satisfaction investigation questionnaire by desktop terminal management system 3.Satisfaction investigation questionnaire transfers to desktop terminal management system 3 by satisfaction investigation system 2, effectively improves transfer efficiency.
as shown in accompanying drawing 1,2, be provided with autonomous dialing unit in desktop terminal management system 3, autonomous dialing unit is used for satisfaction investigation questionnaire to be pushed to given client.By autonomous dialing unit, satisfaction investigation questionnaire is pushed to client, client clicks confirmation after having filled in satisfaction evaluation of estimate, satisfaction investigation data can be back to satisfaction investigation system 2.
embodiment two: as shown in Figure 1, 2, a kind of method using the above-mentioned satisfaction investigation device based on the service of power information communication clients, comprises the following steps:
the first step, user initiates request, requires to solve Problems existing, then enters next step;
second step, a line seat receives calls and feels concerned about in a call in system and carries out sending list, then enters next step;
3rd step, service center slip-stick artist solves the problem that client proposes, and by solution typing call center system 1, now work order becomes and treats return visit state, then enters next step;
4th step, when work order becomes until return visit state, call center system 1 pays a return visit the return visit button calling interface module I 4 on trigger element by client, interface module I 4 triggers satisfaction investigation system 2, the satisfaction investigation questionnaire carried in satisfaction investigation system 2 sends desktop terminal management system 3 to by interface module II 5, in the first step, require that the user dealt with problems pushes satisfaction investigation questionnaire, then enters next step by the autonomous dialing unit in desktop terminal management system 3;
5th step, user confirms to submit to after having filled in satisfaction questionnaire, the customer satisfaction evaluation of estimate of desktop terminal management system 3 is again gathered by interface module II 5, by interface module I 4, this satisfaction evaluation value is fed back to call center system 1 by satisfaction investigation system 2, work order state in system 1 of feeling concerned about in a call, by treating that return visit State Transferring is state to be archived, then enters next step;
6th step, is attended a banquet by a line and carries out work order filing, clicks afterwards and terminates to close this system module.
above technical characteristic constitutes embodiments of the invention, and it has stronger adaptability and implementation result, can increase and decrease non-essential technical characteristic according to actual needs, meet the demand of different situations.
Claims (6)
1. the satisfaction investigation device based on the service of power information communication clients, it is characterized in that comprising call center system, satisfaction investigation system and desktop terminal management system, interface module I and interface module II is provided with in satisfaction investigation system, described interface module I for call center system carry out request send and for returning customer satisfaction evaluation value, described interface module II is for calling desktop terminal management of system resource, push satisfaction investigation questionnaire to user's office terminal computer and gather the satisfaction evaluation value that user fills in desktop terminal management system, satisfaction investigation system and desktop terminal management system are communicated to connect by interface module II, and call center system and satisfaction investigation system are communicated to connect by interface module I.
2. the satisfaction investigation device based on the service of power information communication clients according to claim 1, it is characterized in that being provided with client in call center system pays a return visit trigger element, client pays a return visit trigger element for connecting and starting interface module I, enters satisfaction investigation system by interface module I.
3. the satisfaction investigation device based on the service of power information communication clients according to claim 1 and 2, it is characterized in that satisfaction investigation system also comprises the satisfaction investigation questionnaire module carried, document, as the document sending desktop terminal management system to, is pushed to the user specified by satisfaction investigation questionnaire by desktop terminal management system.
4. the satisfaction investigation device based on the service of power information communication clients according to claim 1 and 2, is characterized in that being provided with autonomous dialing unit in desktop terminal management system, and autonomous dialing unit is used for satisfaction investigation questionnaire to be pushed to given client.
5. the satisfaction investigation device based on the service of power information communication clients according to claim 3, is characterized in that being provided with autonomous dialing unit in desktop terminal management system, and autonomous dialing unit is used for satisfaction investigation questionnaire to be pushed to given client.
6. use the method based on the satisfaction investigation device of power information communication clients service according to any one of claim 1 to 5, it is characterized in that comprising the following steps:
The first step, user initiates request, requires to solve Problems existing, then enters next step;
Second step, a line seat receives calls and feels concerned about in a call in system and carries out sending list, then enters next step;
3rd step, service center slip-stick artist solves the problem that client proposes, and by solution typing call center system, now work order becomes and treats return visit state, then enters next step;
4th step, when work order becomes until return visit state, call center system pays a return visit the return visit button calling interface module I on trigger element by client, interface module I triggers satisfaction investigation system, the satisfaction investigation questionnaire carried in satisfaction investigation system sends desktop terminal management system to by interface module II, in the first step, require that the user dealt with problems pushes satisfaction investigation questionnaire, then enters next step by the autonomous dialing unit in desktop terminal management system;
5th step, user confirms to submit to after having filled in satisfaction questionnaire, the customer satisfaction evaluation of estimate of desktop terminal management system is again gathered by interface module II, by interface module I, this satisfaction evaluation value is fed back to call center system by satisfaction investigation system, work order state in system of feeling concerned about in a call, by treating that return visit State Transferring is state to be archived, then enters next step;
6th step, is attended a banquet by a line and carries out work order filing, clicks afterwards and terminates to close this system module.
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Cited By (1)
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| CN107133886A (en) * | 2017-06-30 | 2017-09-05 | 国网山东省电力公司东营供电公司 | A kind of power customer satisfaction investigating system based on Internet of Things |
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Application publication date: 20151021 |