CN108418980A - A method of retrieving lost customer in queuing process - Google Patents
A method of retrieving lost customer in queuing process Download PDFInfo
- Publication number
- CN108418980A CN108418980A CN201810169523.7A CN201810169523A CN108418980A CN 108418980 A CN108418980 A CN 108418980A CN 201810169523 A CN201810169523 A CN 201810169523A CN 108418980 A CN108418980 A CN 108418980A
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- China
- Prior art keywords
- client
- clawback
- queue
- queuing
- paging system
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- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
Abstract
The present invention discloses a kind of method for retrieving lost customer in queuing process, is related to field of communication technology, specially：After client enters IVR self-assisted voice systems, manual service of transferring；If client is in queueing condition, client is counted the location of in queue queue；Estimate the duration that user is lined up；If duration has been more than preset threshold value, inquire that client needs to wait for or select on-hook clawback；If client's selection continues waiting for, client in queue still in being lined up；If client selects on-hook clawback, client is removed into queue by client labeled as after clawback client, and the information of clawback client is charged into outer paging system；It period other than unartificial service peak period, attends a banquet and clawback is carried out to client according to the customer information charged in outer paging system.The present invention solves in current manual service peak, user dial after manual service hot line learn need long queuing time after directly hang up the telephone, and the problem of cause enterprise to lose the user that this part is hung up the telephone.
Description
Technical field
The present invention relates to field of communication technology more particularly to a kind of methods for keeping lost customer in queuing process.
Background technology
Manual service, for being solved the problems, such as one to one for client.Manual service daily or can only can exist within one week
The user that manual service hot line is dialed in peak period, i.e. some period can especially concentrate.When user dials manual service, such as
Fruit encounters manual service peak period, the case where encountering queuing, and the duration of queuing is uncertain；Selection that there are two queuing users, the
One, continue to be lined up, until connecting manual service；Second, it abandons being lined up；Most users can select second.Second of selection
The client of method is after abandoning being lined up and hanging up the telephone, due to various reasons, can't when the manual service free time clawback,
It is not aware that when idle manual service is being intended to the client of clawback, enterprise's very big may return loses this portions of client, this
A little clients include Very Important Person, normal client and intention client, are all harmful nothing to enterprise no matter losing that a part of client
Benefit.But currently, most enterprises do not account for this point, therefore, also a kind of method being capable of the row of retrieving
The method of lost customer during team.
Invention content
It is an object of the invention to：To solve in current manual service peak, user learns after dialing manual service hot line
The problem of directly hanging up the telephone after needing long queuing time, and enterprise caused to lose the user that this part is hung up the telephone, this
Invention provides a kind of method for retrieving lost customer in queuing process.
Technical scheme is as follows：
A method of retrieve lost customer in queuing process, be lined up client by the individual thread in message server into
Line；The queuing duration for calculating each client in individual threads removes the client if duration is more than preset threshold value
Queue queue, meanwhile, the information of these clients is charged into outer paging system；The period attended a banquet other than unartificial service peak period,
Clawback is carried out to the client for removing queue queue according to the customer information charged to.
Specifically, more specifically steps are as follows by the present invention：
S1：After client enters IVR self-assisted voice systems, manual service of transferring；
S2：After manual service of transferring, if client is in queueing condition, the queuing client is by the list in message server
Only thread inlet wire, and the client is counted the location of in queue queue；
S3：The duration being lined up according to position estimation user of the client described in queue queue；
S4：If duration has been more than preset threshold value, inquire that client needs to wait for or select on-hook clawback；
S5：If client's selection continues waiting for, client in queue still in being lined up；It, will if client selects on-hook clawback
Client is labeled as that client is removed queue after clawback client, and the information of clawback client is charged to outer paging system；
S6：It period other than unartificial service peak period, attends a banquet according to the customer information charged in outer paging system to visitor
Family carries out clawback.
Further, in the S5, if client in queuing process, when attending a banquet available free, row client will directly into
Line and foundation connection of attending a banquet.
Further, in the S5, if the client that selection continues waiting for, in queuing process, it has been more than advance to be lined up duration
Two subthresholds of setting then carry out voice prompt to client, and directly default user selects on-hook clawback, and client's label is attached most importance to
After wanting clawback client, client is removed into queue, and the information of important clawback client is charged into outer paging system, important clawback client's
Information has priority in outer paging system.
Specifically, in the S6, the specific steps of the S6 include：
S61：Count the number of important clawback client and common clawback client in all message clients in current outer paging system；
S62：The current all states attended a banquet of statistics, check and show the reception upper limit for sitting back for a chat or enjoy one's leisure seat and reception amount；
S63：If the reception amount upper limit is more than reception amount, message processing thread is chosen qualified message client and is carried out
Distribution；The rule of selection is as follows：
(1) important clawback client compares has priority with normal client；
(2) in important clawback client, the longer client of queuing time enjoys preferential clawback；
(3) in normal client, the longer client of queuing time enjoys preferential clawback.
Specifically, in the S6, during attending a banquet to client's clawback, if client receives calls, after end of conversation,
Outer paging system removes the information of the client；The information of the client is carried out if client does not receive calls, in outer paging system secondary
Label；The client of secondary mark has All factors being equal, preference will be give to weigh with important clawback client.
After adopting the above scheme, beneficial effects of the present invention are as follows：
(1) it has retrieved due to being lined up the user exited, as long as ensure that the client for turning artificial demand, can finally connect
Enter manual service.
(2) message server pressure can be mitigated, the number of threads maximum quantity of client messages is handled in message server
It is the sum of the fixation thread of maximum quantity and message server that existing customer center can receive.
(3) by being put into outer paging system user is lined up, distribute again to the client for being not received by manual service
Method can be more effectively using the free time attended a banquet, after the free time of attending a banquet, distribution thread of leaving a message can be distributed to leave word for and be attended a banquet
Processing, after handling in this way, the client that when Call center inlet wire outburst accumulates, can later, sub-distribution is attended a banquet again, inlet wire official communication
A period of time after outburst is ask, the state of Comparision saturation can be had been at by attending a banquet, in this way can be more fully sharp
With the time idle in the working time attended a banquet.
(4) present invention has fully considered the behavior of user in links, and makes corresponding measure, by clawback client point
For important clawback client and common clawback client, priority is established to clawback client, is made a distinction between the important and the lesser one during clawback, it can not only
Accelerate the processing speed attended a banquet, additionally it is possible to give the better customer experience of user.
(5) during clawback, secondary mark is carried out to the user not answered, it is ensured that the integrality of clawback client, it can
Keep more clients.
Specific implementation mode
The technical solution in the present embodiment will be clearly and completely described below, it is clear that described embodiment is only
Only it is a part of the embodiment of the present invention, instead of all the embodiments.Based on the embodiments of the present invention, the common skill in this field
The every other embodiment that art personnel are obtained without making creative work belongs to the model that the present invention protects
It encloses.
For traditional manual service, on the one hand, client is after entering IVR self-assisted voices, into before manual service,
It can inquire or transacting business, if necessary to manual service, client redirects manual service automatically after selection；On the other hand,
Some enterprises do not have IVR self-assisted voice services, and client can be directly entered manual service after dialing the phone of enterprise；Above two
Kind of pattern is current only both of which, in this pattern, if client after dialing manual service, attends a banquet and do not answer it
Before, after hanging up, system does not have any record.The client for dialing manual service includes：Intention client and the visitor that struck a bargain
Family, conclusion of the business client includes Very Important Person and normal clients, is measured in face of huge client, and the seat quantity of enterprise quite has
Limit, if it is desired to hardly lose all clients, traditional method is to expand seat quantity, is only easiest to expect one
Method；The manual service of any one enterprise, which is answered, all has peak period, expands seat quantity simply, may meet
The demand of peak period, once one mistake of peak period, the idle stage can be in by attending a banquet mostly, this is to the employment cost of enterprise and unfavorable.
Therefore, the present invention provides a kind of method for retrieving lost customer in queuing process, and this method can be adapted for IVR self-assisted voices and turn
Manual service could be applicable to directly service into pedestrian.In the following, clearer, complete explanation will be carried out in conjunction with the embodiments.
Embodiment 1
The present embodiment is retrieved in queuing process in the method for lost customer, is lined up client by independent in message server
Thread inlet wire；The queuing duration of each client in individual threads is calculated, it, will be described if duration is more than preset threshold value
Client removes queue queue, meanwhile, the information of these clients is charged into outer paging system；It attends a banquet other than unartificial service peak period
Period, according to the customer information charged to remove queue queue client carry out clawback.
Specifically comprise the following steps：
S1：After client enters IVR self-assisted voice systems, manual service of transferring；
S2：After manual service of transferring, if client is in queueing condition, the queuing client is by the list in message server
Only thread inlet wire, and the client is counted the location of in queue queue；
S3：The duration being lined up according to position estimation user of the client described in queue queue；Estimating the duration being lined up is
According to the average duration of each customer, can and actually wait for when with difference.Those skilled in the art it is to be understood that in addition to
It estimates that the duration being lined up is unexpected, can directly count the client before the client, the purpose of the two is identical, the duration of statistical queue
It can be more intuitive.
S4：If duration has been more than preset threshold value, inquire that client needs to wait for or select on-hook clawback；Generally
For, client's acceptable stand-by period is 1-2 minutes, this time if more than, client can hang up automatically, institute
With in the present invention, after counting on duration, immediately to customer inquiries：" it is currently in manual service peak, if you select
Wait for, the duration of waiting is expected to be X minutes/second, if you select on-hook, our contact staff will in 24 hours clawback give you "；It askes
Ask that other terms may be used in language, term is voluntarily arranged by enterprise.Equally, it is located in front of the client if it is in the queue of statistics
Number, then should think over to client：" it is currently in manual service peak, it is Y people that the number in front of you is located in queue, you
Client's selection continues waiting for；If you select on-hook, our contact staff will give you by clawback in 24 hours.”
S5：If client's selection continues waiting for, client in queue still in being lined up；It, will if client selects on-hook clawback
Client is labeled as that client is removed queue after clawback client, and the information of clawback client is charged to outer paging system, clawback client's
Information includes：Incoming call time, waiting time can record the significance level of client according to the actual conditions of enterprise；Each client
The time of acceptable waiting is different；Sometimes, for certain clients, emergency is encountered, the time waited for can lengthen,
So in the present invention, it is contemplated that both of these case not to the direct on-hook of client, but leaves right to choose for client, clever in this way
Setting living improves user experience, meanwhile, for certain emergencies, mode is more reasonable.
In the S5, if the client that selection continues waiting for, in queuing process, it has been more than preset two to be lined up duration
Subthreshold then carries out voice prompt to client, and directly default user selects on-hook clawback, by client labeled as important clawback visitor
Behind family, client is removed into queue, and the information of important clawback client is charged into outer paging system, the information of important clawback client is outside
There is priority in paging system.Threshold value before two subthresholds should be suitably larger than has the client that selection continues waiting for very much
May be to be in very urgent situation, therefore, it is necessary to these clients are labeled as Very Important Person.
S6：It period other than unartificial service peak period, attends a banquet according to the customer information charged in outer paging system to visitor
Family carries out clawback.
In S2 and S3, if client, in queuing process, when attending a banquet available free, row client is by direct inlet wire and attends a banquet
Establish connection.Because being lined up client is located in individual thread, independent call thread is also continuing to run with, and is lined up client's
JAVA threads are when statistics, report and client select, when meeting of attending a banquet in thread of conversing is available free.
In the S6, the specific steps of the S6 include：
S61：Count the number of important clawback client and common clawback client in all message clients in current outer paging system；
S62：The current all states attended a banquet of statistics, check and show the reception upper limit for sitting back for a chat or enjoy one's leisure seat and reception amount；
S63：If the reception amount upper limit is more than reception amount, message processing thread is chosen qualified message client and is carried out
Distribution；The rule of selection is as follows：
(1) important clawback client compares has priority with normal client；
(2) in important clawback client, the longer client of queuing time enjoys preferential clawback；
(3) in normal client, the longer client of queuing time enjoys preferential clawback.
In the S6, during attending a banquet to client's clawback, if client receives calls, after end of conversation, outgoing call system
System removes the information of the client；If client does not receive calls, secondary mark is carried out to the information of the client in outer paging system；Two
The client of secondary label has All factors being equal, preference will be give to weigh with important clawback client.
It is obvious to a person skilled in the art that invention is not limited to the details of the above exemplary embodiments, Er Qie
In the case of without departing substantially from spirit or essential attributes of the invention, the present invention can be realized in other specific forms.Therefore, no matter
From the point of view of which point, the present embodiments are to be considered as illustrative and not restrictive, and the scope of the present invention is by appended power
Profit requires rather than above description limits, it is intended that all by what is fallen within the meaning and scope of the equivalent requirements of the claims
Variation is included within the present invention.
In addition, it should be understood that although this specification is described in terms of embodiments, but not each embodiment is only wrapped
Containing an independent technical solution, this description of the specification is merely for the sake of clarity, and those skilled in the art should
It considers the specification as a whole, the technical solutions in the various embodiments may also be suitably combined, forms those skilled in the art
The other embodiment being appreciated that.
Claims (6)
1. a kind of method for retrieving lost customer in queuing process, which is characterized in that be lined up client by the list in message server
Only thread inlet wire；The queuing duration of each client in individual threads is calculated, if duration is more than preset threshold value, by institute
It states client and removes queue queue, meanwhile, the information of these clients is charged into outer paging system；Attend a banquet unartificial service peak period with
The outer period carries out clawback according to the customer information charged to the client for removing queue queue.
2. a kind of method for retrieving lost customer in queuing process according to claim 1, which is characterized in that specifically include
Following steps：
S1：After client enters IVR self-assisted voice systems, manual service of transferring；
S2：After manual service of transferring, if client is in queueing condition, the queuing client is by individual in message server
Thread inlet wire, and the client is counted the location of in queue queue；
S3：The duration being lined up according to position estimation user of the client described in queue queue；
S4：If duration has been more than preset threshold value, inquire that client needs to wait for or select on-hook clawback；
S5：If client's selection continues waiting for, client in queue still in being lined up；If client selects on-hook clawback, by client
Client is removed into queue labeled as after clawback client, and the information of clawback client is charged into outer paging system；
S6：It is unartificial service peak period other than period, attend a banquet according to the customer information charged in outer paging system to client into
Row clawback.
3. a kind of method for retrieving lost customer in queuing process according to claim 2, which is characterized in that the S5
In, if client, in queuing process, when attending a banquet available free, row client connects direct inlet wire and foundation of attending a banquet.
4. a kind of method for retrieving lost customer in queuing process according to claim 2 or 3, which is characterized in that described
In S5, if the client that selection continues waiting for, in queuing process, it has been more than preset two subthreshold to be lined up duration, then to visitor
Family carries out voice prompt, and directly default user selects on-hook clawback, and by client labeled as after important clawback client, client is moved
Dequeue, and the information of important clawback client is charged into outer paging system, the information of important clawback client has in outer paging system
Priority.
5. a kind of method for retrieving lost customer in queuing process according to claim 4, which is characterized in that the S6
In, the specific steps of the S6 include：
S61：Count the number of important clawback client and common clawback client in all message clients in current outer paging system；
S62：The current all states attended a banquet of statistics, check and show the reception upper limit for sitting back for a chat or enjoy one's leisure seat and reception amount；
S63：If the reception amount upper limit is more than reception amount, message processing thread is chosen qualified message client and is divided
Match；The rule of selection is as follows：
(1) important clawback client compares has priority with normal client；
(2) in important clawback client, the longer client of queuing time enjoys preferential clawback；
(3) in normal client, the longer client of queuing time enjoys preferential clawback.
6. a kind of method for retrieving lost customer in queuing process according to any one of claim 5, feature exist
In in the S6, during attending a banquet to client's clawback, if client receives calls, after end of conversation, outer paging system removes
The information of the client；If client does not receive calls, secondary mark is carried out to the information of the client in outer paging system；Secondary mark
Client and important clawback the client power that has that All factors being equal, preference will be give to.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810169523.7A CN108418980B (en) | 2018-02-28 | 2018-02-28 | Method for recovering lost client in queuing process |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201810169523.7A CN108418980B (en) | 2018-02-28 | 2018-02-28 | Method for recovering lost client in queuing process |
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| CN108418980A true CN108418980A (en) | 2018-08-17 |
| CN108418980B CN108418980B (en) | 2020-08-21 |
Family
ID=63129571
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| CN201810169523.7A Active CN108418980B (en) | 2018-02-28 | 2018-02-28 | Method for recovering lost client in queuing process |
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Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109068015A (en) * | 2018-09-27 | 2018-12-21 | 中国银行股份有限公司 | A kind of intelligent redialing method and system of call center |
| CN109688282A (en) * | 2019-03-01 | 2019-04-26 | 中国联合网络通信集团有限公司 | Call processing method, device, server and storage medium |
| CN111866288A (en) * | 2020-08-05 | 2020-10-30 | 中国银行股份有限公司 | Client incoming call processing method and device |
| CN111988477A (en) * | 2020-09-02 | 2020-11-24 | 中国银行股份有限公司 | Incoming call processing method and device, server and storage medium |
| CN112188016A (en) * | 2020-10-20 | 2021-01-05 | 浙江百应科技有限公司 | Automatic outbound task adjusting method based on seat state |
| CN113746992A (en) * | 2021-09-14 | 2021-12-03 | 中国银行股份有限公司 | Automatic outbound system, outbound method thereof, electronic device and computer storage medium |
| CN114205467A (en) * | 2021-12-09 | 2022-03-18 | 广西电网有限责任公司 | Intelligent outbound system for power grid customer service work order and use method |
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| CN107682572A (en) * | 2017-10-26 | 2018-02-09 | 平安科技（深圳）有限公司 | Client's inlet wire distribution method, system, computer equipment and storage medium |
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Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109068015A (en) * | 2018-09-27 | 2018-12-21 | 中国银行股份有限公司 | A kind of intelligent redialing method and system of call center |
| CN109688282A (en) * | 2019-03-01 | 2019-04-26 | 中国联合网络通信集团有限公司 | Call processing method, device, server and storage medium |
| CN109688282B (en) * | 2019-03-01 | 2021-05-18 | 中国联合网络通信集团有限公司 | Call processing method, device, server and storage medium |
| CN111866288A (en) * | 2020-08-05 | 2020-10-30 | 中国银行股份有限公司 | Client incoming call processing method and device |
| CN111988477A (en) * | 2020-09-02 | 2020-11-24 | 中国银行股份有限公司 | Incoming call processing method and device, server and storage medium |
| CN112188016A (en) * | 2020-10-20 | 2021-01-05 | 浙江百应科技有限公司 | Automatic outbound task adjusting method based on seat state |
| CN113746992A (en) * | 2021-09-14 | 2021-12-03 | 中国银行股份有限公司 | Automatic outbound system, outbound method thereof, electronic device and computer storage medium |
| CN114205467A (en) * | 2021-12-09 | 2022-03-18 | 广西电网有限责任公司 | Intelligent outbound system for power grid customer service work order and use method |
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| Publication number | Publication date |
|---|---|
| CN108418980B (en) | 2020-08-21 |
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