CN109583841A - A kind of call center's customer service safeguards system - Google Patents
A kind of call center's customer service safeguards system Download PDFInfo
- Publication number
- CN109583841A CN109583841A CN201811472827.7A CN201811472827A CN109583841A CN 109583841 A CN109583841 A CN 109583841A CN 201811472827 A CN201811472827 A CN 201811472827A CN 109583841 A CN109583841 A CN 109583841A
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- module
- end communication
- customer service
- rear end
- call center
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- 238000004891 communication Methods 0.000 claims abstract description 47
- 238000000034 method Methods 0.000 claims abstract description 30
- 230000001105 regulatory effect Effects 0.000 claims description 17
- 238000001514 detection method Methods 0.000 claims description 6
- 230000000087 stabilizing effect Effects 0.000 claims 1
- 230000000694 effects Effects 0.000 description 3
- 238000012986 modification Methods 0.000 description 2
- 230000004048 modification Effects 0.000 description 2
- 238000007405 data analysis Methods 0.000 description 1
- 238000010586 diagram Methods 0.000 description 1
- 235000013399 edible fruits Nutrition 0.000 description 1
- 230000005611 electricity Effects 0.000 description 1
- 230000005484 gravity Effects 0.000 description 1
- 230000008447 perception Effects 0.000 description 1
- 230000004044 response Effects 0.000 description 1
Classifications
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/10—Office automation; Time management
- G06Q10/103—Workflow collaboration or project management
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
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- G06Q50/40—
Abstract
The present invention relates to a kind of call center's customer service safeguards systems, including operational support system and knowledge base system, the operational support system includes service handling module, the operational support system further includes words art process module, front end communication module, processing module and display module, the front end communication module connects processing module, the processing module connection words art process module and display module；In the knowledge base system be arranged rear end communication unit, the rear end communication unit and the front end communication module it is wired or be wirelessly connected.Avoid the problem that occurring omitting intermediate link and information during customer service, to further ensure service level.
Description
Technical field
The present invention relates to call centers, and in particular to a kind of call center's customer service safeguards system.
Background technique
As intensive, specialized utility service platform builds up and runs, the call center of Public service center
The specific gravity that customer service system becomes service telecommunication client is increasingly heavier.Call center's customer service system is the important canal of service telecommunication client
Road, which raises demand response speed, improve customer service perception.Call center's customer service system has used big data analysis knot
Fruit, enhances the specific aim of service, and the demands such as the troublshooting of client, consulting of paying dues, complaints and denunciation can be transferred through call center
Customer service system is concentrated, quickly accepts solution.
Currently, call center's customer service system is mainly accepting for customer service demand, i.e. customers dial hotline, customer service officer
According to the specification of related service and accept process progress service handling and answer.Call center's customer service system includes customer service officer
The operational support system accepted and facilitate customer service officer answer knowledge base system.It is existing, operational support system and knowledge
Library system two systems are relatively independent, and relevance is lower, and customer service officer needs frequent switching two systems during customer service, this
Sample is easy the problem of intermediate link and information are omitted because of general idea during there is customer service.
Summary of the invention
It is an object of the present invention to provide a kind of call center's customer service safeguards system, avoid occurring among omission during customer service
The problem of link and information, to further ensure service level.
In order to achieve the goal above, the technical solution adopted by the present invention are as follows: a kind of call center's customer service safeguards system, including
Operational support system and knowledge base system, the operational support system include service handling module, the business support system
System further includes words art process module, front end communication module, processing module and display module, the front end communication module junction
Manage module, the processing module connection words art process module and display module；It is logical that rear end is set in the knowledge base system
Interrogate unit, the rear end communication unit and the front end communication module it is wired or be wirelessly connected.
Further, the rear end communication unit is wire communication interface, and the front end communication module and rear end are logical
Interrogate unit wired connection.
Further, the rear end communication unit is wireless routing module, and the front end communication module and rear end are logical
Interrogate unit wireless connection.
Further, art process module, front end communication module, processing module and display module are set as one if described
Body.
Further, the operational support system is additionally provided with regulated power supply and power voltage detection device, described
Regulated power supply include main regulated power supply and standby regulated power supply, the power voltage detection device be set to main regulated power supply and
Between standby regulated power supply.
The technical effects of the invention are that: the present invention is located at call center's merging words art process module, talks about art process module
Process knowledge when dynamic prompting customer service officer is accepted by service handling module, directly avoids customer service officer frequent switching system
System.Specifically, by increasing the interface connected with knowledge base system in the service handling module of call center's operational support system,
I.e. the front end communication module of operational support system and the rear end communication unit of knowledge base system be wired or wireless interface, business by
Client's demand incoming call frequency is ranked up by reason module, and words art process module has by front end communication module and rear end communication unit
Line or wireless connection, by knowledge base system by the Knowledge delivery of most common of them into operational support system.In this way, client comes
After electricity, customer service officer, by selecting client's appeal point, takes art process if client's this demand out of by words art process module automatically
Knowledge, and in conjunction with service handling module, it is identified automatically by service handling module in words art process module and part is completed
And unfinished portion, and by display module real-time display, to play suggesting effect.The present invention passes through merging words art process module
Reinforce memory of the customer service officer to knowledge base system knowledge point, reduce the case where procedure links are omitted, and improves customer service officer clothes
Business and answers ability at efficiency, to further ensure service level.
Detailed description of the invention
Fig. 1 is the structural schematic diagram of one embodiment of the present of invention.
Specific embodiment
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 where without departing substantially from spirit or essential attributes of the invention, the present invention can be realized in other specific forms.
Referring to attached drawing, a kind of call center's customer service safeguards system, including operational support system 10 and knowledge base system 20, institute
The operational support system 10 stated includes service handling module 11, and the operational support system 10 further includes words art process module
12, front end communication module 13, processing module 14 and display module 15, the front end communication module 13 connect processing module 14,
The connection of the processing module 14 words art process module 12 and display module 15；It is logical that rear end is set in the knowledge base system 20
Interrogate unit 21, the rear end communication unit 21 and the front end communication module 13 it is wired or be wirelessly connected.
The present invention is located at call center's merging words art process module 12, and words art process module 12 dynamically reminds customer service officer
Process knowledge when being accepted by service handling module 11 directly avoids customer service officer frequent switching system.Specifically, pass through calling
Center service supports the interface increased in the service handling module 11 of system 10 and knowledge base system 20 connects, i.e. business support system
The front end communication module 13 of system 10 and knowledge base system 20 rear end communication unit 21 is wired or wireless interface, service handling mould
Client's demand incoming call frequency is ranked up by block 11, and words art process module 12 passes through front end communication module 13 and rear end communication unit
21 it is wired or be wirelessly connected, by knowledge base system 20 by the Knowledge delivery of most common of them into operational support system 10.This
Sample, after caller client, customer service officer, by selecting client's appeal point, takes client's this demand out of by words art process module 12 automatically
If art process knowledge, and combined with service handling module 11, identify words art process mould automatically by service handling module 11
Part and unfinished portion are completed in block 12, and by 15 real-time display of display module, to play suggesting effect.The present invention is logical
It crosses merging words art process module 12 and reinforces memory of the customer service officer to 20 knowledge point of knowledge base system, reduce what procedure links were omitted
Situation, and improve customer service officer efficiency of service and answer ability, to further ensure service level.
In conjunction with Fig. 1, further, the rear end communication unit 21 is wire communication interface, the preceding end communication mould
Block 13 and 21 wired connection of rear end communication unit.Due to operational support system 10 and 20 actual arrangement spacing of knowledge base system compared with
Short, the two wired connection is more simple and convenient and practical.
It is longer certainly for operational support system 10 and 20 actual arrangement spacing of knowledge base system, it is unfavorable for wired wiring
, further, the rear end communication unit 21 is wireless routing module, the front end communication module 13 and rear end communication
Unit 21 is wirelessly connected.
Further, art process module 12, front end communication module 13, processing module 14 and display module 15 if described
Setting is integrated.The integral structure line being arranged so is few, saves space, integrated level is high, easy to operate.
Further, the operational support system 10 is additionally provided with regulated power supply 16 and power voltage detection device
17, the regulated power supply 16 includes main regulated power supply and standby regulated power supply, and the power voltage detection device 17 is set to
Between main regulated power supply and standby regulated power supply.
It although an embodiment of the present invention has been shown and described, for the ordinary skill in the art, can be with
A variety of variations, modification, replacement can be carried out to these embodiments without departing from the principles and spirit of the present invention by understanding
And modification, the scope of the present invention is defined by the appended.
Claims (5)
1. a kind of call center's customer service safeguards system, including operational support system (10) and knowledge base system (20), the industry
Business support system (10) includes service handling module (11), it is characterised in that: the operational support system (10) further includes words
Art process module (12), front end communication module (13), processing module (14) and display module (15), the front end communication module
(13) processing module (14) are connected, the processing module (14) connection words art process module (12) and display module (15)；Institute
Rear end communication unit (21) are set in the knowledge base system (20) stated, the rear end communication unit (21) and the front end are logical
News module (13) are wired or are wirelessly connected.
2. a kind of call center's customer service safeguards system according to claim 1, it is characterised in that: the rear end communication list
First (21) are wire communication interface, the front end communication module (13) and rear end communication unit (21) wired connection.
3. a kind of call center's customer service safeguards system according to claim 1, it is characterised in that: the rear end communication list
First (21) are wireless routing module, and the front end communication module (13) and rear end communication unit (21) are wirelessly connected.
4. a kind of call center's customer service safeguards system according to claim 1 or 2, it is characterised in that: art stream if described
Journey module (12), front end communication module (13), processing module (14) and display module (15) setting are integrated.
5. a kind of call center's customer service safeguards system according to claim 3, it is characterised in that: the business support system
System (10) is additionally provided with regulated power supply (16) and power voltage detection device (17), and the regulated power supply (16) includes main pressure stabilizing
Power supply and standby regulated power supply, the power voltage detection device (17) are set between main regulated power supply and standby regulated power supply.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811472827.7A CN109583841A (en) | 2018-12-04 | 2018-12-04 | A kind of call center's customer service safeguards system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811472827.7A CN109583841A (en) | 2018-12-04 | 2018-12-04 | A kind of call center's customer service safeguards system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN109583841A true CN109583841A (en) | 2019-04-05 |
Family
ID=65926214
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201811472827.7A Pending CN109583841A (en) | 2018-12-04 | 2018-12-04 | A kind of call center's customer service safeguards system |
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| Country | Link |
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Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6480599B1 (en) * | 1996-09-04 | 2002-11-12 | Telefonaktiebolaget Lm Ericsson (Publ) | Telecommunications system and method for automatic call recognition and distribution |
| CN107451944A (en) * | 2017-07-18 | 2017-12-08 | 国家电网公司客户服务中心南方分中心 | A kind of KBS method of call center's customer service system |
| CN107563631A (en) * | 2017-08-28 | 2018-01-09 | 安徽天恩信息科技有限公司 | A kind of customer service management platform and its method |
| CN108259589A (en) * | 2018-01-09 | 2018-07-06 | 安徽润谷网络科技有限公司 | A kind of fund call center system and method for calling based on Web service |
| CN108510292A (en) * | 2018-03-26 | 2018-09-07 | 国家电网公司客户服务中心 | Automatic flow householder method for fault scenes problem in electric power calling service |
-
2018
- 2018-12-04 CN CN201811472827.7A patent/CN109583841A/en active Pending
Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6480599B1 (en) * | 1996-09-04 | 2002-11-12 | Telefonaktiebolaget Lm Ericsson (Publ) | Telecommunications system and method for automatic call recognition and distribution |
| CN107451944A (en) * | 2017-07-18 | 2017-12-08 | 国家电网公司客户服务中心南方分中心 | A kind of KBS method of call center's customer service system |
| CN107563631A (en) * | 2017-08-28 | 2018-01-09 | 安徽天恩信息科技有限公司 | A kind of customer service management platform and its method |
| CN108259589A (en) * | 2018-01-09 | 2018-07-06 | 安徽润谷网络科技有限公司 | A kind of fund call center system and method for calling based on Web service |
| CN108510292A (en) * | 2018-03-26 | 2018-09-07 | 国家电网公司客户服务中心 | Automatic flow householder method for fault scenes problem in electric power calling service |
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Application publication date: 20190405 |