CN111866290A - Method for determining number of outgoing calls, automatic outgoing call method and equipment - Google Patents
Method for determining number of outgoing calls, automatic outgoing call method and equipment Download PDFInfo
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- CN111866290A CN111866290A CN202010286733.1A CN202010286733A CN111866290A CN 111866290 A CN111866290 A CN 111866290A CN 202010286733 A CN202010286733 A CN 202010286733A CN 111866290 A CN111866290 A CN 111866290A
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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
- H04M3/5175—Call or contact centers supervision arrangements
Abstract
The application discloses a determination method of the number of outgoing calls, an automatic outgoing call method and automatic outgoing call equipment. The method for determining the number of outgoing calls comprises the following steps: acquiring seat dimension data and customer dimension data, wherein the seat dimension data and the customer dimension data are obtained respectively based on the seat outbound data and the customer outbound data, and the customer dimension data comprises a customer abandoning rate; and determining the target outbound number of the next round of outbound according to the agent dimension data and the customer abandoning rate. The method for determining the number of the outgoing calls can achieve the effect of improving the utilization rate of the seat.
Description
Technical Field
The present application relates to the field of communications technologies, and in particular, to a method for determining the number of outgoing calls, an automatic outgoing call method, and an automatic outgoing call device.
Background
A call center is a service organization consisting of a collection of service personnel at a relatively centralized location. Telephone queries from businesses and customers are typically handled using computer communication techniques. The call center needs to have the capability of simultaneously processing a large number of incoming calls, automatically distributes the incoming calls of the clients to personnel with corresponding skills for processing, and records and stores all incoming call information.
The automatic outbound device is an indispensable functional module of a call center, and the automatic outbound is an outbound mode that a system automatically dials and is transferred to an agent after a customer answers. The agent utilization rate is a key index for measuring the performance of the automatic outbound equipment.
Disclosure of Invention
The technical problem mainly solved by the application is to provide a method for determining the number of outgoing calls, an automatic outgoing call method and automatic outgoing call equipment, and the utilization rate of an agent can be improved.
In order to solve the above technical problem, a first aspect of the present application provides a method for determining the number of outgoing calls, including: acquiring seat dimension data and customer dimension data, wherein the seat dimension data and the customer dimension data are obtained respectively based on seat outbound data and customer outbound data, and the customer dimension data comprise customer abandonment rate; and determining the target outbound number of the next round of outbound according to the agent dimension data and the customer abandoning rate.
In order to solve the above technical problem, a second aspect of the present application provides an automatic outbound method, including: determining a target outbound number of next-turn outbound calls, wherein the target outbound number is determined by the method for determining the number of outbound calls of the first aspect; and when the preset outbound condition is met, initiating outbound to the target number of outbound clients.
In order to solve the above technical problem, a third aspect of the present application provides an automatic outbound device, including a processor and a memory coupled to each other, wherein the processor is configured to run a computer program stored in the memory to execute the method for determining the number of outbound calls of the first aspect.
The beneficial effect of this application is: different from the situation of the prior art, the method for determining the number of outgoing calls determines the outgoing call data of the next turn through the seat dimension data and the customer abandoning rate, so that the number of outgoing calls can be adjusted and determined according to the condition of the seat and the condition of the customer, particularly the customer abandoning rate, and the effect of improving the utilization rate of the seat is achieved.
Drawings
In order to more clearly illustrate the technical solutions in the present application, the drawings required in the description of the embodiments will be briefly introduced below, and it is obvious that the drawings described below are only some embodiments of the present application, and it is obvious for those skilled in the art that other drawings can be obtained according to the drawings without inventive labor. Wherein:
FIG. 1 is a flow chart illustrating an embodiment of a method for determining the number of outgoing calls according to the present application;
FIG. 2 is a flow chart illustrating another embodiment of the method for determining the number of outgoing calls of the present application;
FIG. 3 is a second flowchart of another embodiment of the method for determining the number of outgoing calls of the present application;
FIG. 4 is a flow chart of an embodiment of an automatic outbound method of the present application;
fig. 5 is a block diagram of an embodiment of an automatic outbound device according to the present application.
Detailed Description
The technical solutions in the embodiments of the present application are clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
For the call center, the agent is a basic component of the call center, and in this embodiment, the agent is an operator of the call center and a related office tool, and is responsible for communication with the customer. The customer is the recipient of a call from the call centre.
The agent generally comprises two states, wherein the two states are respectively in conversation with the client, and the agent in the state can be defined as the agent in conversation; if the seat is not in the state of communicating with the client, the seat at the moment can answer the call at any time and communicate with the client, and the seat in the state can be defined as an idle seat.
The time during which the customer's communication means (typically a handset or a landline) rings after an outgoing telephone call is placed from the call center before the telephone call is received by the customer can be defined as the ringing time. Of course, if the customer does not receive the call, the ringing duration is the time period from the time the customer's communications instrument rings to the end of the call. When the outgoing call is received by the customer, the outgoing call may be considered as having been dialed. When the customer receives the telephone, the telephone is also connected to the seat, and the operator of the seat can directly talk with the customer at the moment, and the condition that the telephone connected by the customer is connected to the seat can be defined as connection.
After the customer receives the outgoing call, if the customer has an idle seat, the customer can be connected with the idle seat, the idle seat is responsible for communicating with the customer, and the customer at the moment can be defined as the customer in the call. When a customer picks up a call but does not have an idle agent, the customer may temporarily be unable to connect with the agent, and the customer at this time may be defined as a waiting customer. When a plurality of clients are waiting clients, the total waiting number can be defined as the number of queuing people.
Referring to fig. 1, fig. 1 is a flow chart illustrating an embodiment of a method for determining the number of outgoing calls according to the present application. Specifically, the method may include the steps of:
Step S10: and acquiring seat dimension data and customer dimension data.
Because the seat is mainly responsible for communicating with the customer, and the state of the seat affects the overall efficiency of the call center, it is necessary to count the condition of the seat, and further adjust the number of outgoing calls according to the condition of the seat. After receiving the outgoing call, the client can choose to answer or not answer; some customers may choose to hang up the phone after answering because they need to wait. Therefore, the processing situation of the outgoing call by the client is also an important reference factor for the call center to determine the number of the outgoing calls.
Based on the above situation, in the present embodiment, the number of outgoing calls can be determined by acquiring the agent dimension data and the customer dimension data. Specifically, the agent dimension data may be obtained based on the agent outbound data, that is, by counting the processing conditions of the agent on the outbound. The customer dimension data can be obtained based on the customer outbound data, namely, the customer outbound processing conditions are counted. In this embodiment, the customer dimension data may include a customer abandonment rate.
The processing condition of the agent to the outbound call is counted, that is, various conditions of the agent in the whole outbound call process are counted, for example, how many agents in total can be used for communicating with the customer, that is, the total number of the agents is, whether the agent is in a state of talking with the customer, how long the agent is talking with the customer, or how many agents are in a state of temporarily failing to service (for example, the operator temporarily leaves the location due to an event), and the like. In summary, the handling of an outbound call by an agent can be understood as the various situations that occur to the agent during the operation of the call center.
Further, the processing situation of the outbound call by the agent may also include various situations that occur when the outbound call is already dialed and before the outbound call is not yet received by the customer. For example, whether the outgoing call is successfully called (i.e., whether the customer has received the outgoing call), whether the outgoing call is on, whether the customer has hung up, or how long the customer has been on the call after the outgoing call is called. Thus, it will be appreciated that the agent's handling of outgoing calls may also include any situation in which an outgoing call occurs during the time period after the call is made until the customer receives the call. Of course, if the customer does not receive the call, the processing of the outgoing call by the agent also includes any situation that occurs in the time period from the time when the call is made to the time when the outgoing call is completed.
It should be noted that the statistical data of the processing condition of the agent for the outbound may be the overall data obtained by performing statistics on the overall condition of the agent, or may be the statistical data obtained by performing statistics on a single agent, for example, for the processing condition of the outbound of one agent for a period of time, the service capability of the agent is counted. Thus, it is understood that the agent dimension data includes both statistics of the entire agent and statistics of individual agents, and may also include statistics of several agents.
In some other embodiments, the agent's handling of the outbound call may also include statistics of the time point of the outbound call, such as the outbound call in the morning, the outbound call in the afternoon, or the outbound call over a certain time period.
Based on the statistics of the processing condition of the seat to the outbound, the statistical data of the seat can be obtained, and the statistical data obtained after statistics can be defined as the dimension data of the seat.
The processing condition of the outgoing call by the client is counted, namely, the statistics is carried out on any condition of the client after receiving the call. For example, when an outgoing call is received by the customer, it means that the outgoing call has been dialed. After the customer receives the call, if there is no free seat to serve the customer, the customer needs to wait for a certain time. If the customer chooses to hang up the phone midway while waiting, the situation can be considered as that the customer gives up midway. In the process of communicating between the customer and the seat, the communication duration also affects whether the customer wants to continue to communicate with the seat, for example, the communication duration is too long, which easily causes impatience of the customer, resulting in that the communication cannot obtain a good effect. It will be appreciated that any situation associated with the customer during the period of time after the customer has received the call until the customer hangs up is the handling of the outgoing call by the customer. The statistical processing of the outgoing calls by the client is one of the important reference factors for determining the number of the outgoing calls, because the processing of the outgoing calls by the client can reflect the satisfaction of the client and the operation efficiency of the call center to a certain extent.
Specifically, in various situations of processing an outbound call by a client, when a communication tool of a part of clients receives an outbound call, the outbound call is called by the client, that is, after the outbound call is dialed, there is no idle seat, and the client needs to wait until an idle seat appears, and the client cannot communicate with the seat. A waiting customer may choose to hang up for some reason rather than continue waiting for the presence of an idle agent. This type of customer gives up. It will be appreciated that if too many customers are abandoned, this may indicate that the call centre is unable to handle too many customers, and that abandoning customers may also create an discontent mood for the service provider providing the outbound service, i.e. the number of abandoned customers may reflect to some extent the customer satisfaction. Therefore, the number of abandoned customers should be controlled to a reasonable level.
In this embodiment, the processing condition of the client for the outgoing call is counted, and the number of the calls already dialed in the outgoing calls, that is, the number of the dialed calls, can be counted; it is also possible to count the number of calls that are made, i.e. the number of calls made in a dialed call. The number of the calls which are switched on is subtracted from the number of the calls which are switched on, so that the number of the calls which are hung up by the customer in the waiting process can be obtained, namely the number of the customers is abandoned. The quotient between the number of abandoned customers and the number of calls made is then taken as the customer abandonment rate. That is, the statistical customer abandonment rate is one of the customer dimensions, that is, the customer dimension data includes the customer abandonment rate.
In one implementation scenario, the specific calculation formula for the customer abandonment rate is:
the customer abandon rate is (number of dialed calls-number of accessed calls)/number of dialed calls.
By counting the abandonment rate of the client and taking the result as one of the influence factors for adjusting the target outbound number of the outbound, the target outbound number can be in a reasonable level, and the abandonment rate of the client is in a reasonable range.
In other embodiments, the customer abandonment rate may also be the quotient between the number of outgoing calls that are hung up without being answered by the customer and the total number of outgoing calls.
It should also be noted that the above-mentioned statistics of the handling of the outgoing call by the client may also include statistics of the client itself, such as a specific address of the province where the client is located, the gender of the client, and an operator to which the telephone number of the client belongs. The statistical data obtained by counting the processing conditions of the outgoing calls by the clients may be statistical data for the entire clients, may be statistical data for a single client, or may be statistical data for a plurality of clients.
Based on the statistics of the handling situation of the outbound call by the client, the statistical data of the client can be obtained, and the statistical data obtained after statistics can be defined as the dimension data of the client.
It should be noted that, in the statistical process, the applicable data analysis method is not limited, for example, sampling statistics is performed on various data, modeling is performed on various data to analyze the mutual influence relationship of the data, or operations such as addition, subtraction, multiplication, division and the like are performed on various data.
Step S11: and determining the target outbound number of the next round of outbound according to the agent dimension data and the customer abandoning rate.
Specifically, since the call center is calling out a plurality of clients at the same time, a round of centralized call is selected to be made at a certain time point, and then the next centralized call is made after a certain time interval. That is, the outbound mode of the call center can be understood as one round followed by one round, and the interval time of each round can be defined as the dialing time interval. That is, when the number of outgoing calls of the next round needs to be determined, the number of outgoing calls of the next round may be determined according to the previous situation, or the number of outgoing calls may be determined according to the situations of the previous rounds. Similarly, the number of outgoing calls may be determined based on the time of day or days before the time of day. It is to be understood that the time nodes of agent dimension data and customer dimension data statistics are not limited.
In this embodiment, based on the agent dimension data and the customer dimension data obtained by counting the processing conditions of the agent and the customer for the outbound calls in step S10, the target outbound number of the next round can be determined by using the data of the two dimensions, particularly the customer abandoning rate in the customer dimension data. Similarly, the seat dimension data and the customer dimension data at this time may be obtained by statistics of the handling situation of the outgoing call by the previous round of the seat and the customer, or may be obtained according to the situations of the previous rounds, or may be obtained from the data of the previous day, the previous days, or the previous months and the previous years. The statistical time of the outbound call handling by agent and customer is not limited.
In a specific implementation scenario, the call center may also perform statistics on the handling of outbound calls by the agent and the client according to the call tasks. For example, a call center takes over the task of 10000 outgoing calls, and when this call task is started, there is no agent dimension data and no customer dimension data because the task has just started. Therefore, for the time when the call task is just started, the seat dimension data and the customer dimension data cannot be obtained according to the previous data. At this time, the seat dimension data and the customer dimension data can be preset, that is, preset values are set, so that the target outbound number of the next round outbound can be determined according to the preset values of the seat dimension data and the customer dimension data. After several rounds of calling are carried out according to the preset value, statistics can be carried out according to the former outbound condition, namely the condition that the agent and the client process the outbound, so that agent dimension data and client dimension data are obtained, the client abandoning rate in the client dimension data is obtained, and then the target outbound number of the next round of outbound is determined according to the agent dimension data and the client dimension data obtained through statistics. It can be understood that, the time node for specifically converting from the preset value of the agent dimension data and the customer dimension data to the time node for determining the target outbound number of the next round outbound by using the agent dimension data and the customer dimension data obtained through statistics is not limited, and the time node may be the agent dimension data and the customer dimension data obtained through statistics from the 2 nd round, or the 20 th round, or a time period, that is, after 1 hour, or after several hours. For example, if the agent dimension data and the customer dimension data obtained by statistics are utilized from the 21 st round, the statistics round is the first 20 rounds. When the 51 st round of calling is performed, the counted round is the first 50 rounds.
In another implementation scenario, the dialing time interval between the agent dimension data and the customer dimension data is 5 seconds, i.e., one outbound call is made every 5 seconds. For example, after 1 round of calling is performed at 5 seconds, the next round of calling is performed after 5 seconds.
The target outbound number of the next round outbound is determined by the two factors by utilizing the agent dimension data and the customer dimension data, particularly the customer abandon rate in the customer dimension data, so that the number of calls which can be answered by the agent can be determined according to the condition of the agent. In addition, the processing condition of the client to the outbound is reflected through the client dimension data, so that the condition of the client is further reflected, the factors of the client are considered, the target outbound number of the next round outbound can be adjusted according to the factors of the client, and the satisfaction degree of the client is improved. The number of outbound rounds is determined by utilizing the agent dimension data and the customer dimension data, and the agent utilization rate can be improved.
It should be noted that, the processing conditions of the agent and the client for the outbound call are counted to obtain agent dimension data and client dimension data, and this step may be performed at any time. For example, the processing conditions of the seats and the clients for the outbound call can be counted every second, and after the dialing time interval, the number of the target outbound calls of the next round of outbound calls can be determined by using the dimension data of the seats and the dimension data of the clients obtained by the corresponding counting at the moment. Of course, in some embodiments, the statistical process may also be performed intermittently, for example, once every 1 second, or every several seconds. After the dialing time interval passes, if the corresponding seat dimension data and the corresponding client dimension data do not exist at the moment, the target outbound number of the next round outbound can be determined by utilizing the seat dimension data and the client dimension data at the moment closest to the moment.
Referring to fig. 2, fig. 2 is a flow chart illustrating another embodiment of the method for determining the number of outgoing calls according to the present application. Specifically, the method may include the steps of:
step S20: and acquiring seat dimension data and customer dimension data.
In this embodiment, the difference between this step and step S10 is that the seat dimension data may further include the current total number of seats and the average call duration, and the rest is the same.
When the current total number of seats can be counted, the number of all the seats which can be used for communicating with the customer includes the number of the seats in the call, namely the number of the seats in the call, and the number of the seats which can communicate with the customer at any time in the idle state, namely the number of the idle seats. Because the agents in the two states can communicate with the customer, the total number of the current agents obtained by counting the number of the agents in the two states can reflect the maximum operation capacity of the call center, namely the maximum value of the number of the agents capable of communicating with the customer at the same time. Therefore, it is necessary to count the current total number of agents.
In addition, the processing condition of the seat to the outbound call can also comprise the average call duration, namely the average call duration of each seat and the client, and the data can reflect the time required for each seat to communicate with one client once. Then, the average call duration obtained by counting the call duration of each communication with the customer for each seat can be reflected to a certain extent as the time required by the seat to communicate with one customer at a time. That is, the average call duration may be considered as the time required for the agent to communicate with a client at a time. The average call duration is obtained through statistics, so that the seat in the call can be determined according to the average call duration, the call can be ended at the time, and the time when the seat can communicate with the next customer can be determined. Therefore, the statistics of the call duration of each seat with the customer can help to improve the utilization rate of the seat.
Based on the above description, it can be obtained that the current total number of the seats obtained by counting the number of the seats in the call and the number of the idle seats is the seat dimension data, and the average call duration obtained by counting the time required for each seat to communicate with one customer once is also the seat dimension data. That is, the seat dimension data includes the current total number of seats and the average call duration.
Step S21: and obtaining the utilization rate of the seats by utilizing the current total number of the seats and the average call duration.
In step S20, the operator dimension data of the current total number of operators and the average call duration are obtained through statistics, so that the operator utilization rate can be obtained by using the two data, and the obtained operator utilization rate can reflect the operation efficiency of the operator, so that the operator utilization rate can be used to determine the target outbound number of the round outbound.
In a specific implementation scenario, a quotient between the current total number of agents and the average call duration may be used as an agent utilization rate, and a specific computing company may be:
the seat utilization rate is the current total number of seats/average call duration, and the unit of the average call duration may be minutes, or other units may also be used.
Step S22: and determining the target outbound number of the next round outbound based on the agent utilization rate and the customer abandoning rate.
Because the agent utilization rate can reflect the operation efficiency of the agent, the customer abandon rate can reflect the satisfaction degree of the customer to a certain degree. Therefore, the target outbound number of the next round of outbound is determined by utilizing the two factors, the number of the next round of outbound calls can be in a reasonable range, each seat can communicate with the customer as far as possible, and after the call of one customer is hung up, the seat can continue to communicate with the next customer immediately, so that the utilization rate of the seat is improved. And the waiting time of the customer is also at a reasonable level, so that the customer does not select to hang up the telephone midway due to waiting too long, and the satisfaction degree of the customer is improved.
Referring to fig. 3, fig. 3 is a second flowchart of another embodiment of the method for determining the number of outgoing calls according to the present application. Specifically, the method may include the steps of:
in a specific implementation scenario, step S22 describes: based on the agent utilization rate and the customer abandoning rate, the target outbound number of the next round of outbound is determined, and the method can be specifically realized through the following steps:
step S221: and acquiring dialing speed adjusting parameters matched with the customer abandon rate.
Because the customer abandoning rate can reflect the satisfaction degree of the customer to a certain extent, the target outbound number of the next round of outbound can be adjusted through the customer abandoning rate, so that the customer abandoning rate of the next round can be maintained at a reasonable level, and the satisfaction degree of the customer is further improved.
In this embodiment, the dialing speed adjustment parameter matched with the client abandon rate can be obtained by using the client abandon rate, and then the target outbound number of the next round outbound is adjusted by using the dialing speed adjustment parameter. It can be understood that the customer abandon rate is not only dependent on whether the agent can talk with the customer in the fastest speed, but also may be due to the customer's own reason to hang up the call. Therefore, if the client abandonment rate is directly used to calculate the target outbound number of the next round outbound, the client abandonment rate may fluctuate to cause unreasonable results. Therefore, in the embodiment, the customer abandoning rate is matched with the dialing speed adjusting parameter, and then the dialing speed adjusting parameter is further utilized to adjust the target outbound number of the next round outbound, so that the influence of the fluctuation of the customer abandoning rate caused by the customer on the target outbound number of the next round outbound can be reduced, and the number of the next round outbound calls can be more reasonable.
In a specific implementation scenario, the specific method for obtaining the dialing speed adjustment parameter matched with the customer abandonment rate may be: and when the customer abandon rate is greater than the preset rate value, the dialing speed adjusting parameter is reduced by a second value.
The reason why the customer hangs up before the call is not connected is not only that the waiting time is too long because no idle seat exists, but also the reason of the customer. Therefore, in order to reduce the influence of the fluctuation of the customer abandon rate on the determination of the target outbound number of the next round of outbound, the dialing speed adjusting parameter can be adjusted according to the customer abandon rate by setting a judgment condition, i.e. when the customer abandon rate is smaller than a preset rate value, for example, when the customer abandon rate is smaller than the preset rate value, the dialing speed adjusting parameter is increased by a first value, and when the customer abandon rate is larger than the preset rate value, the dialing speed adjusting parameter is decreased by a second value. Specifically, the value of the dialing speed adjustment parameter may be preset to be 1, the preset rate value is any one of 1% to 10%, and the first numerical value and the second numerical value are the same and are any one of 0.01 to 0.1. That is, when the customer abandonment rate is greater than or less than any one of 1% -10%, the value of the dialing speed adjustment parameter may be increased or decreased by any one of 0.01-0.1. It can be understood that the specific settings of the dialing speed adjustment parameter, the preset value, the first value and the second value may be specifically set according to specific situations, that is, the settings of the four values are not limited.
In a specific implementation scenario, the dialing speed adjustment parameter may have a value of 1, the preset rate value is 5%, and both the first value and the second value are 0.05.
Step S222: and determining the target outbound number of the next round outbound based on the agent utilization rate and the dialing speed adjusting parameter.
After the dialing speed adjusting parameter is obtained through the customer abandoning rate, the dialing speed adjusting parameter can be used for replacing the adjusting function of the customer abandoning rate on the target outbound number of the next round outbound, namely the target outbound number of the next round outbound can be determined according to the agent utilization rate and the dialing speed adjusting parameter.
In a specific implementation scenario, in addition to utilizing two factors, namely, the agent utilization rate and the dialing speed adjustment parameter, in order to make the determined target outbound number of the next round outbound more reasonable, so as to further improve the agent utilization rate and reduce the waiting time of the customer, the target outbound number of the next round outbound can be determined by utilizing more types of agent dimension data and customer dimension data.
For example, the agent dimension data may also include the number of agents in a call, the number of outgoing calls, and the average ring duration. And when the number of the agents in the call is the statistics, the number of the agents in the call with the client. When the number of outgoing calls is a statistic, the call center has dialed the call, the customer's communications tool is ringing, and the customer has not picked up the number of calls. The ringing duration is the duration of the ringing of the customer's communication tool (typically a handset or landline) during the time after the outgoing telephone call is placed from the call center and before the telephone call is received by the customer. The average ringing duration is the average ringing duration obtained by counting the ringing duration of each outgoing call. The average ringing duration is, for example, an arithmetic average ringing duration.
Customer dimension data may also include customer queue size and successful call completion rate. The number of the clients in line is that when the clients receive calls but do not have free seats, the clients can not be connected with the seats temporarily, the clients at the moment can be defined as waiting clients, and when a plurality of clients are waiting clients, the total number of the waiting clients at the moment is defined as the number of the clients in line. The successful call rate is the ratio of the number of successfully called calls to the total number of outgoing calls in the outgoing calls. For example, if the total number of outgoing calls is 100 and the number of successfully dialed calls (picked up by the customer) is 50, the successful call rate is 50%.
Based on the seat dimension data and the customer dimension data mentioned in the above steps, the data can be calculated to determine the target outbound number of the next outbound, namely, the preset calculation is performed on the seat utilization rate, the dialing speed adjusting parameter, the number of the customer queuing people, the successful dialing rate, the number of seats in the call, the number of the outgoing calls and the average ringing duration, so as to obtain the target outbound number of the next outbound. Specifically, the operation rule of the preset operation may be:
target outbound number ═ call utilization rate dialing time interval: (1/successful dialing time interval) × (average ringing duration/dialing time interval) + ((dialing speed adjustment parameter-1)/successful dialing time interval) — number of outgoing calls-number of customer queuing.
According to the above-mentioned operation rule, the target outbound number of the next round outbound can be obtained.
In another specific implementation scenario, the customer dimension data may include customer wait times in addition to the customer dimension data categories mentioned above. When the customer receives the telephone, the waiting time for the communication with the seat is the waiting time, and the waiting time of the customer is the average waiting time obtained by counting the waiting time of each waiting customer. After the waiting time of the client is added, the preset operation mentioned above can be modified to a certain extent, so as to determine the target outbound number of the next round of outbound by using the waiting time of the client. The modified specific operation rule of the preset operation may be:
target outbound number ═ number of agent utilization rate dialing time interval: (1/successful dialing rate) ((average ringing duration + customer waiting duration)/dialing time interval) + ((dialing speed adjustment parameter-1)/successful dialing rate) — number of outgoing calls-number of customer queues.
Referring to fig. 4, fig. 4 is a schematic flow chart of an embodiment of an automatic outbound method according to the present application, which includes the following specific steps:
step S40: and determining the target outbound number of the next round outbound.
The determination of the target outbound number for the next round of outbound may be made according to the method of determining the number of outbound calls described in the above embodiments.
Step S41: and when the preset outbound condition is met, initiating outbound to the target number of outbound clients.
After the target outbound number of the next round of outbound is determined, the corresponding number of outbound calls can be outbound, however, due to the need of service adjustment or other problems, a preset outbound condition can be additionally set to control the outbound operation, so that the outbound operation can be stopped when the outbound operation needs to be suspended or stopped. The preset outbound condition is, for example, that the outbound operation is performed at a preset time interval, and the preset time may be consistent with the dialing interval time, that is, after the previous round of outbound operation is performed and the dialing interval time is passed, the next round of outbound operation is performed, and at this time, the outbound operation is performed. Certainly, the preset time may also be twice of the dialing interval time, that is, after the previous round of outbound operation is performed and the dialing interval time passes, the target outbound number of the next round of outbound is still determined, and only because the preset time is not met, the outbound number determined in the round cannot be actually performed by the outbound operation. After the next round after the round is finished, the actual outbound operation is performed after the outbound number is determined.
In some implementation scenarios, the preset outbound condition may be that an outbound command is received before an outbound operation is performed. After the target outbound number of the next round of outbound is determined, if a corresponding number of calls are automatically dialed immediately, if an unexpected situation occurs at the moment, the seat cannot communicate with the customer, so that the waiting time of the customer is very long, and the customer is dissatisfied. Therefore, the outbound operation can be carried out only after the outbound command is received, and the condition can be avoided. It is understood that the preset outbound condition is not limited to be set as long as the outbound operation can be controlled.
When the preset outbound condition is met, actual outbound call initiation can be carried out for a target number of outbound clients.
Referring to fig. 5, fig. 5 is a schematic diagram of a framework of an embodiment of an automatic outbound device according to the present application.
The processor 502 and the memory 501 are coupled to each other, and the processor 502 and the memory 501 can realize data interaction. The memory 501 stores a computer program 500, and when executed by the processor 502, the computer program 500 can implement the method for determining the number of outgoing calls or the method for automatically outgoing calls described in any of the above embodiments.
The above description is only for the purpose of illustrating embodiments of the present application and is not intended to limit the scope of the present application, and all modifications of equivalent structures and equivalent processes, which are made by the contents of the specification and the drawings of the present application or are directly or indirectly applied to other related technical fields, are also included in the scope of the present application.
Claims (10)
1. A method for determining the number of outgoing calls, comprising:
acquiring seat dimension data and customer dimension data, wherein the seat dimension data and the customer dimension data are obtained respectively based on seat outbound data and customer outbound data, and the customer dimension data comprise customer abandonment rate;
and determining the target outbound number of the next round of outbound according to the agent dimension data and the customer abandoning rate.
2. The method of claim 1, wherein the agent dimension data comprises a current total number of agents and an average call duration;
the step of determining the target outbound number of the next round of outbound according to the agent dimension data and the customer abandon rate comprises the following steps:
obtaining the seat utilization rate by utilizing the current total seat number and the average call duration;
and determining the target outbound number of the next round of outbound based on the agent utilization rate and the customer abandoning rate.
3. The method according to claim 2, wherein the obtaining the agent utilization ratio by using the current total agent number and the average call duration comprises:
taking the quotient between the current total seat number and the average call duration as the seat utilization rate;
the determining the target outbound number of the next round of outbound based on the agent utilization rate and the customer abandonment rate comprises:
acquiring a dialing speed adjusting parameter matched with the customer abandoning rate;
and determining the target outbound number of the next round outbound based on the agent utilization rate and the dialing speed adjusting parameter.
4. The method of claim 3, wherein obtaining dialing speed adjustment parameters that match the customer abandonment rate comprises:
when the customer abandon rate is smaller than a preset rate value, increasing the dialing speed adjusting parameter by a first value;
and when the customer abandon rate is greater than a preset rate value, reducing the dialing speed adjusting parameter by a second value.
5. The method according to claim 4, wherein the dialing speed adjustment parameter has an initial value of 1; the preset value is any value from 1% to 10%, and the first value and the second value are the same and are any values from 0.01 to 0.1.
6. The method of claim 3, wherein the customer dimension data further comprises customer queue size and successful call completion rate; the seat dimension data also comprises the number of seats in the call, the number of outgoing calls and the average ringing duration;
the determining the target outbound number of the next round outbound based on the agent utilization rate and the dialing speed adjusting parameter comprises:
and carrying out preset operation on the seat utilization rate, the dialing speed adjusting parameter, the number of queuing people of the client, the successful dialing rate, the number of seats in the call, the number of outgoing calls and the average ringing time to obtain the target outgoing call number of the next round of outgoing calls.
7. The method of claim 6, wherein the predetermined operation is: target outbound number ═ call utilization rate dialing time interval: (1/successful dialing time interval) × (average ringing duration/dialing time interval) + ((dialing speed adjustment parameter-1)/successful dialing time interval) — number of outgoing calls-number of customer queuing.
8. The method of claim 6, wherein the customer dimension data further comprises customer waiting duration, and the preset operation is: target outbound number ═ number of agent utilization rate dialing time interval: (1/successful dialing rate) ((average ringing duration + customer waiting duration)/dialing time interval) + ((dialing speed adjustment parameter-1)/successful dialing rate) — number of outgoing calls-number of customer queues.
9. An automatic outbound method, comprising:
determining a target outbound number of next-turn outbound calls, wherein the target outbound number is determined by the method of any one of claims 1-8;
and when the preset outbound condition is met, initiating outbound to the target number of outbound clients.
10. An automatic outbound device comprising a processor and a memory coupled to one another, the processor being configured to execute a computer program stored by the memory to perform the method of any of claims 1-9.
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