CN113095855A - Method for circulating customer source and system for circulating customer source - Google Patents
Method for circulating customer source and system for circulating customer source Download PDFInfo
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Abstract
The invention relates to the technical field of data management, and discloses a method and a system for circulating a customer source. The method comprises the following steps: monitoring maintenance behaviors of a specific maintenance agent for a specific customer source and/or for a self state; under the condition that the maintenance behavior meets a preset circulation condition, sending the information of the specific customer source to a first sharing pool; and responding to an action of a first maintainer for binding the information of the specific customer source, and distributing the information of the specific customer source to the first maintainer, wherein the specific maintainer and the first maintainer are the same maintainer or two different maintainers in a first maintainer group having access right to the first shared pool. The invention can transfer the customer source information in time under the condition that the customer source can not be effectively maintained, thereby improving the satisfaction degree of customers and further greatly improving the transaction efficiency and the transaction rate of the service.
Description
Technical Field
The invention relates to the technical field of data management, in particular to a method and a system for circulating a customer source.
Background
With the growing availability of customer care platforms, more and more brokers are allied to the platforms. Due to the characteristics of uneven business capability, strong personnel mobility and the like, the brokers gradually expose the following phenomena in the aspect of customer source maintenance: (1) although the broker has some sources, the broker lacks the customer maintenance experience, and the sources are lost because the broker cannot provide corresponding services for the customers in time; (2) the broker has a high rate of job leaving, and the broker cannot maintain corresponding clients in time after leaving. Therefore, in many cases, as part of brokers do not make passenger source maintenance, the passenger sources served by the brokers are lost in a large amount, and some brokers have no passenger sources although the service capacity is strong, and cannot do more maintenance work. That is, the business transaction situation (e.g., business transaction volume or business transaction efficiency) is greatly affected due to the inability of the customer resources to make efficient flows.
Disclosure of Invention
The invention aims to provide a method and a system for circulating a customer source, which can circulate the customer source information in time under the condition that the customer source cannot be effectively maintained, thereby improving the satisfaction degree of customers and further greatly improving the transaction efficiency and the transaction rate of business.
To achieve the above object, a first aspect of the present invention provides a method for circulating a source of passengers, the method comprising: monitoring maintenance behaviors of a specific maintenance agent for a specific customer source and/or for a self state; under the condition that the maintenance behavior meets a preset circulation condition, sending the information of the specific customer source to a first sharing pool; and responding to an action of a first maintainer for binding the information of the specific customer source, and distributing the information of the specific customer source to the first maintainer, wherein the specific maintainer and the first maintainer are the same maintainer or two different maintainers in a first maintainer group having access right to the first shared pool.
Preferably, the method further comprises: under the condition that the maintenance behavior meets the preset circulation condition, sending the information of the specific customer source to a pool to be distributed; detecting maintenance tasks of maintenance parties in a priority distribution group in the first maintenance group, wherein the priority distribution group comprises the maintenance parties with service levels within a preset number before ranking; and executing the step of sending the information of the specific customer source to a first shared pool when the maintenance tasks of the maintainers in the preferential allocation group do not meet the preset allocation condition.
Preferably, the method further comprises: when the maintenance tasks of the only maintainer in the preferential distribution group meet the preset distribution condition, preferentially distributing the information of the specific customer source to the only maintainer; or when the maintenance tasks of the plurality of maintainers in the preferential distribution group all meet the preset distribution condition, preferentially distributing the information of the specific customer source to any maintainer with the highest service level rank in the plurality of maintainers.
Preferably, before the step of preferentially assigning information of the specific customer source to any one of the maintenance parties with the highest ranking business rank among the plurality of maintenance parties is performed, the method further comprises: in response to the action of the particular maintainer to re-bind the information of the particular source, re-assigning the information of the particular source to the particular maintainer.
Preferably, the preset circulation condition is that a maintenance task is not completed, the information of the specific customer source is marked as an invalid customer source, or the working state of the specific maintainer is changed into any one of an off-duty state or a post-tuning state.
Preferably, the method further comprises: in response to the act of receiving information of the particular customer source in the first shared pool, monitoring a first dwell time of the information of the particular customer source in the first shared pool; sending the information of the specific passenger source to a second sharing pool under the condition that the first staying time is greater than or equal to a first preset time period; and responding to an action of a second maintainer binding the information of the specific customer source, and distributing the information of the specific customer source to the second maintainer, wherein the specific maintainer and the second maintainer are the same maintainer or two different maintainers in a second maintainer group having access right to the second shared pool, and the second maintainer group at least comprises the first maintainer group.
Preferably, the method further comprises: in response to the act of receiving information for the particular customer source in the second shared pool, monitoring a second dwell time of the information for the particular customer source in the second shared pool; under the condition that the second staying time is greater than or equal to a second preset time period, sending the information of the specific passenger source to a third sharing pool; and responding to an action of binding the information of the specific customer source by a third maintainer, and distributing the information of the specific customer source to the third maintainer, wherein the specific maintainer and the third maintainer are the same maintainer or two different maintainers in a third maintenance group having access right to the third shared pool, and the third maintenance group at least comprises the second maintenance group.
Preferably, the method further comprises: in response to the act of receiving information for the particular customer source in the third shared pool, monitoring a third dwell time in the third shared pool for the information for the particular customer source; sending the information of the specific passenger source to a fourth shared pool under the condition that the third staying time is greater than or equal to a third preset time period; and responding to an action of a fourth maintainer for binding the information of the specific customer source, and distributing the information of the specific customer source to the fourth maintainer, wherein the specific maintainer and the fourth maintainer are the same maintainer or two different maintainers in a fourth maintenance group having access right to the fourth shared pool, and the fourth maintenance group at least comprises the third maintenance group.
Preferably, the method further comprises: in response to the act of receiving information for the particular customer source in the fourth shared pool, monitoring a fourth dwell time in the fourth shared pool for the information for the particular customer source; and sending the information of the specific passenger source to an invalid pool under the condition that the fourth staying time is greater than or equal to a fourth preset time period.
Through the technical scheme, when the maintenance behavior of a specific maintainer (such as the maintainer A) aiming at a specific passenger source is monitored to meet a preset circulation condition, the information of the specific passenger source is creatively sent to the first sharing pool, so that the information is shared by the maintenance group with access authority to the first sharing pool; if a certain maintainer (such as maintainer B) in the maintenance group claims the information (i.e. binds the information with its own identity), the information of the specific customer source is distributed to the maintainer (such as maintainer B), so that the maintainer can maintain the specific customer source subsequently. Therefore, the invention can transfer the customer source information in time under the condition that the customer source cannot be effectively maintained, thereby improving the satisfaction degree of customers and further greatly improving the transaction efficiency and the transaction rate of the service.
A second aspect of the invention provides a system for circulating a source of customers, the system comprising: the first monitoring device is used for monitoring the maintenance behavior of a specific maintenance party for a specific passenger source and/or for the self state; the first sending device is used for sending the information of the specific customer source to a first sharing pool under the condition that the maintenance behavior meets a preset circulation condition; and a first allocating device, configured to allocate the information of the specific customer source to a first maintainer in response to an action of the first maintainer binding the information of the specific customer source, where the specific maintainer and the first maintainer are the same maintainer or two different maintainers in a first maintenance group having access right to the first shared pool.
Preferably, the system further comprises: the second sending device is used for sending the information of the specific customer source to a pool to be distributed under the condition that the maintenance behavior meets the preset circulation condition; the system comprises a detection device and a first sending device, wherein the detection device is used for detecting maintenance tasks of maintenance parties in a priority distribution group in the first maintenance group, the priority distribution group comprises the maintenance parties with service levels within a preset number before ranking, and correspondingly, the first sending device is used for sending the information of the specific customer source to a first shared pool under the condition that the maintenance tasks of the maintenance parties in the priority distribution group do not meet preset distribution conditions.
Preferably, the system further comprises: the second distribution device is used for distributing the information of the specific customer source to the unique maintainer preferentially under the condition that the maintenance task of the unique maintainer in the preferential distribution group meets the preset distribution condition; or when the maintenance tasks of the plurality of maintainers in the preferential distribution group all meet the preset distribution condition, preferentially distributing the information of the specific customer source to any maintainer with the highest service level rank in the plurality of maintainers.
Preferably, the system further comprises: third allocating means for reallocating the information of the specific customer source to the specific maintainer in response to an action of the specific maintainer to rebind the information of the specific customer source.
Preferably, the preset circulation condition is that a maintenance task is not completed, the information of the specific customer source is marked as an invalid customer source, or the working state of the specific maintainer is changed into any one of an off-duty state or a post-tuning state.
Preferably, the system further comprises: second monitoring means for monitoring a first staying time of the information of the specific customer source in the first shared pool in response to an action of receiving the information of the specific customer source in the first shared pool; third sending means for sending the information of the specific passenger source to a second sharing pool when the first staying time is longer than or equal to a first preset time period; and a fourth allocating device, configured to allocate the information of the specific customer source to a second maintainer in response to an action of the second maintainer binding the information of the specific customer source, where the specific maintainer and the second maintainer are a same maintainer or two different maintainers in a second maintenance group having access right to the second shared pool, and the second maintenance group at least includes the first maintenance group.
Preferably, the system further comprises: third monitoring means, configured to monitor, in response to the action of receiving the information about the specific customer source in the second sharing pool, a second staying time of the information about the specific customer source in the second sharing pool; the fourth sending device is used for sending the information of the specific passenger source to a third sharing pool under the condition that the second staying time is greater than or equal to a second preset time period; and a fifth allocating device, configured to allocate the information of the specific customer source to a third maintenance party in response to an action of the third maintenance party binding the information of the specific customer source, where the specific maintenance party and the third maintenance party are the same maintenance party or two different maintenance parties in a third maintenance group having access right to the third shared pool, and the third maintenance group at least includes the second maintenance group.
Preferably, the system further comprises: fourth monitoring means, configured to monitor, in response to the action of receiving the information about the specific passenger source by the third sharing pool, a third staying time of the information about the specific passenger source in the third sharing pool; the fifth sending device is used for sending the information of the specific passenger source to a fourth sharing pool under the condition that the third staying time is greater than or equal to a third preset time period; and a sixth allocating device, configured to allocate the information of the specific customer source to a fourth maintainer in response to an action of the fourth maintainer binding the information of the specific customer source, where the specific maintainer and the fourth maintainer are the same maintainer or two different maintainers in a fourth maintenance group having access right to the fourth shared pool, and the fourth maintenance group at least includes the third maintenance group.
Preferably, the system further comprises: a fifth monitoring device, configured to monitor a fourth staying time of the information about the specific passenger source in the fourth shared pool in response to the action of receiving the information about the specific passenger source in the fourth shared pool; and sixth sending means for sending the information of the specific passenger source to an invalid pool in a case where the fourth staying time is greater than or equal to a fourth preset time period.
For specific details and benefits of the system for circulating a passenger source provided by the present invention, reference may be made to the above description of the method for circulating a passenger source, which is not described herein again.
A third aspect of the invention provides a machine-readable storage medium having stored thereon instructions for causing a machine to perform the above-described method for circulating a source of passengers.
A fourth aspect of the present invention provides an electronic apparatus, comprising: a processor; a memory for storing the processor-executable instructions; the processor is used for reading the executable instructions from the memory and executing the instructions to realize the method for circulating the customer source.
Additional features and advantages of the invention will be set forth in the detailed description which follows.
Drawings
The accompanying drawings, which are included to provide a further understanding of the embodiments of the invention and are incorporated in and constitute a part of this specification, illustrate embodiments of the invention and together with the description serve to explain the embodiments of the invention without limiting the embodiments of the invention. In the drawings:
FIG. 1 is a flow chart of a method for circulating a source of customers provided by an embodiment of the invention;
FIG. 2 is a flow chart of allocating a customer source from a pool to be allocated according to an embodiment of the present invention;
FIG. 3 is a flow chart of a method for circulating a source of passengers provided by an embodiment of the invention; and
fig. 4 is a system diagram of a system for circulating a source of passengers according to an embodiment of the present invention.
Detailed Description
The following detailed description of embodiments of the invention refers to the accompanying drawings. It should be understood that the detailed description and specific examples, while indicating the present invention, are given by way of illustration and explanation only, not limitation.
Fig. 1 is a flowchart of a method for circulating a source of passengers according to an embodiment of the present invention. As shown in FIG. 1, the method for circulating a source of passengers may include steps S101-S103.
Step S101, monitoring the maintenance action of a specific maintainer aiming at a specific passenger source and/or aiming at the self state.
The maintenance activities of a particular maintainer (e.g., Broker A) for a particular customer source (e.g., customer a) may include: (1) presetting execution behaviors, such as information communication (telephone/online communication), writing and following, recording and watching, client information modification and the like; (2) the pre-set processing behavior, for example, the tag customer source information is one or both of valid (a potential customer source), invalid (a potential customer source, a broker giving up voluntarily), and the like. The self status of the specific maintainer may be a working status (on-duty/off-duty/on-duty status).
And step S102, sending the information of the specific passenger source to a first sharing pool under the condition that the maintenance behavior meets a preset circulation condition.
The preset circulation condition may be that a maintenance task is not completed, information of the specific customer source is marked as an invalid customer source, or a working state of the specific maintainer is changed into any one of an off-duty state or a post-tuning state. That is, once the maintenance action satisfies an incomplete maintenance task, marks the information of the specific customer source as an invalid customer source, or changes the working state of the specific maintainer to any one of an off-duty state or a post-tuning state, indicating that the specific maintainer is not properly maintained, the information of the specific customer source can be circulated for maintenance by the maintainer who can perform more effective maintenance on the specific customer source.
In one embodiment, the information about the particular source may be an identifier of the source, and once the broker obtains the identifier, the maintenance information corresponding to the identifier of the source may be found in the maintenance system, so that it may be determined whether to claim the source according to the maintenance information. In another embodiment, the information of the specific customer source can also be an identification of the customer source and key maintenance information (such as communication information, follow-up information and/or watch information, etc.), so that the broker does not need to obtain the relevant maintenance information through the identification, and can determine whether to claim the customer source only according to the key maintenance information.
Also, the invalid sources may be marked with an invalid, whereby subsequent brokers with corresponding access rights in different shared pools may see that a particular source is an invalid source and therefore choose to be cautious in binding it.
Specifically, when the maintenance behavior of a specific maintainer (e.g., broker a) meets a preset flow condition, the information of the specific customer source may be sent to the first shared pool, so that any maintainer in a first maintenance group (e.g., a small group of stores (which may be referred to as a store group) where broker a is located) having access to the first shared pool can claim the information of the specific customer source (i.e., bind the information of the specific customer source with its own identity). That is, a broker in the same group as broker a may contend for the resource, first in anticipation. Of course, a specific maintainer (e.g., Broker A) may also re-claim the information of the specific customer source from the first shared pool, thereby preventing Broker A from abandoning the information of the specific customer source at its unrealistic will (e.g., the maintenance task is not updated in time for a particular reason or the information of the specific customer source is marked as invalid by a malfunction).
When the maintenance behavior of a specific maintainer (for example, broker a) meets a preset flow condition, it indicates that continuing to maintain the customer source by the specific maintainer may cause waste of the customer source information, and if the customer source information is flowed to other maintainers with stronger business capacity, it is possible to convert the customer source into a customer source with possibility of business. Therefore, in the embodiment, the customer source information which is not well maintained or cannot be maintained by a specific maintainer can be sent to the pool to be distributed, and then the customer source information is preferentially distributed to the maintainers meeting the preset distribution condition according to the actual situation. Therefore, the embodiment can effectively circulate resources which are not maintained properly in time, and can effectively guide and supervise the maintenance behavior of the broker, thereby being beneficial to improving the transaction rate of specific events.
Specifically, the method for circulating the passenger sources further includes steps S201-S203 (i.e. allocating the passenger sources from the pool to be allocated), as shown in fig. 2:
step S201, sending the information of the specific customer source to the pool to be allocated when the maintenance action satisfies the preset circulation condition.
Once a maintenance action of a particular maintainer (e.g., broker a) on a particular customer source (e.g., customer source a) triggers a preset flow condition, information of the particular customer source may be sent to the pool to be allocated first. Thus, information of a particular customer source may be preferentially assigned to maintainers within a particular small scope (e.g., a preferentially assigned group) of a first maintenance group before being sent to the first shared pool (which information of the particular customer source may be shared by maintainers in the first maintenance group having access to the first shared pool). That is, broker a penalizes broker a when it is not properly maintained (e.g., has not completed a maintenance task), customer resources may enter the pool to be allocated, and broker a loses the customer's maintenance rights.
Step S202, detecting a maintenance task of a maintenance party in the priority assignment group in the first maintenance group.
And the priority distribution group comprises maintainers with service levels within a preset number before ranking.
After the information of the specific customer source is sent to the pool to be distributed, the current maintenance task of the maintainer with the service level Top-K (i.e. K before the service level rank) in the first maintenance group can be preferentially detected to judge whether the maintainer is suitable for receiving the specific customer source.
Step S203, if none of the maintenance tasks of the maintainers in the priority allocation group satisfies the preset allocation condition, executing the step of sending the information of the specific passenger source to the first shared pool.
Wherein, the step of not meeting the preset allocation condition for the maintenance tasks of the maintainers in the preferential allocation group may include: and the maintenance task amount of the maintenance party is greater than or equal to the preset task amount matched with the service level of the maintenance party. For example, the maintenance task amount of the maintainer with the business level Top-1 (the level ranking is the Top) is O; the maintenance task amount of a maintenance party of the service level Top-2 is P; the maintenance task amount of the maintainer of the service level Top-3 is Q, wherein O is larger than P, and P is larger than Q.
Specifically, when it is detected that the maintenance tasks of the maintainers in the priority allocation group are full (that is, the maintenance task amount of each maintainer is greater than or equal to the preset task amount matched with the service level of each maintainer), it indicates that none of the maintainers is suitable for maintaining the specific customer source currently, and therefore, the information of the specific customer source can be sent to the first sharing pool and is freely selected by the maintainers in the first maintenance group having access authority to the first sharing pool.
The method may further comprise: when the maintenance tasks of the only maintainer in the preferential distribution group meet the preset distribution condition, preferentially distributing the information of the specific customer source to the only maintainer; or when the maintenance tasks of the plurality of maintainers in the preferential distribution group all meet the preset distribution condition, preferentially distributing the information of the specific customer source to any maintainer with the highest service level rank in the plurality of maintainers.
Specifically, when detecting that the maintenance tasks of the multiple maintainers in the preferential allocation group are not full, the multiple maintainers are all suitable for maintaining the specific customer source, and therefore, the information of the specific customer source can be distributed to one of the maintainers with the strongest service capability. When the maintainer with the strongest service capability only comprises one maintainer, distributing the information of the specific customer source to the maintainer; when the maintainer with the strongest business capability comprises a plurality of maintainers, the information of the specific customer source is allocated to any one of the maintainers (in a preferred embodiment, the current maintenance task of each of the maintainers can be further detected, and the information of the specific customer source is allocated to the maintainer with the least current maintenance task).
In an embodiment, prior to performing the step of preferentially assigning information of the particular customer source to any one of the maintenance parties with the highest ranking business rank, the method may further comprise: in response to the action of the particular maintainer to re-bind the information of the particular source, re-assigning the information of the particular source to the particular maintainer.
In an actual scenario, the maintenance party may not update the maintenance task in time for a special reason or malfunction the information of the specific customer source is marked as an invalid customer source. In this case, in order to give the maintainer the opportunity to retrieve the information of the specific source it maintains, the maintainer may be allowed to re-claim (i.e. bind the information of the specific source with its own identifier) the information of the specific source from the pool to be allocated before the information of the specific source is preferentially allocated to the maintainer with high business capability.
And step S103, responding to the action of the first maintainer binding the information of the specific customer source, and distributing the information of the specific customer source to the first maintainer.
The specific maintainer and the first maintainer are the same maintainer or two different maintainers in a first maintenance group having access right to the first shared pool.
If it is monitored that broker B in the group of brokers in which broker a is located claims information of the particular sourcing (e.g., sourcing a) from the first shared pool (i.e., binding the information of sourcing a with the identity of broker B), the information of the particular sourcing (e.g., sourcing a) may be assigned to broker B. Of course, broker a may also re-claim information for a particular source (e.g., source a) from the first shared pool, and upon detecting that broker a claimed information for the particular source (e.g., source a) from the first shared pool (i.e., binding the information for source a to broker a's identification), the information for the particular source (e.g., source a) may be assigned to broker a. Thus, broker a is given the opportunity to reassume that it has been passively abandoned due to a malfunction or the like.
In an actual scenario, after information of a specific customer source is sent to a first shared pool, any one of first maintenance groups having access right to the first shared pool for a long time does not claim the information of the specific customer source. To improve the efficiency of the flow, the length of time that information for a particular customer source stays in the first shared pool may be monitored and, once a predetermined length of time is exceeded, the information for the particular customer source may be sent to a larger shared pool (e.g., a second shared pool) for sharing by all maintainers in the store where the particular maintainer (e.g., Broker A) is located.
In an embodiment, the method may further comprise: in response to the act of receiving information of the particular customer source in the first shared pool, monitoring a first dwell time of the information of the particular customer source in the first shared pool; sending the information of the specific passenger source to a second sharing pool under the condition that the first staying time is greater than or equal to a first preset time period; and in response to an act of a second maintainer binding information of the particular customer source, distributing the information of the particular customer source to the second maintainer.
Wherein the specific maintainer and the second maintainer are the same maintainer or two different maintainers in a second maintainer group (e.g., a combination of all maintainers in a store where Broker A is located) having access to the second shared pool, and the second maintainer group includes at least the first maintainer group.
Specifically, the information of the specific customer source (e.g., customer source a) is sent to the first shared pool, but is not claimed by the maintainers in the first maintenance group (e.g., the group of stores where Broker A is located) having access to the first shared pool; upon monitoring that information for a particular customer source (e.g., customer source a) has stayed in the first shared pool for more than a first preset period of time (e.g., 72 hours), the information for the particular customer source (e.g., customer source a) may be sent to a second, more extensive shared pool for access by a second maintenance group (e.g., a combination of all of the maintenance parties of the store in which broker a is located) having access to the second shared pool. That is, brokers in the store may contend for the resource, first in anticipation. Upon monitoring that a maintainer (e.g., Broker C) in the second maintenance group claims it, information for that particular customer (e.g., customer a) is assigned to that maintainer (e.g., Broker C). If not already claimed for some time, the resource can be sent to a larger shared pool so that large-area brokers can see the resource and have an opportunity to convert the resource to their own source of customers.
Of course, broker a may also re-claim information for a particular source (e.g., source a) from the second shared pool, and upon detecting that broker a claimed information for the particular source (e.g., source a) from the second shared pool (i.e., binding the information for source a to broker a's identification), the information for the particular source (e.g., source a) may be assigned to broker a. Thus, broker a is given the opportunity to reassume that it has been passively abandoned due to a malfunction or the like.
In an embodiment, the method may further comprise: in response to the act of receiving information for the particular customer source in the second shared pool, monitoring a second dwell time of the information for the particular customer source in the second shared pool; under the condition that the second staying time is greater than or equal to a second preset time period, sending the information of the specific passenger source to a third sharing pool; and responding to the action that the third dimension guardian binds the information of the specific customer source, and distributing the information of the specific customer source to the third dimension guardian.
Wherein the specific maintainer and the third maintainer are the same maintainer or two different maintainers in a third maintenance group (e.g., a combination of all maintainers of all stores in a large area where Broker A is located) having access to the third shared pool, and the third maintenance group includes at least the second maintenance group.
Specifically, the information of the specific source (e.g., source a) is sent to the second shared pool, but is not claimed by the maintainers in the second maintenance group (e.g., the combination of all the maintainers of the store where Broker A is located) that has access to the second shared pool; upon monitoring that the information for a particular customer source (e.g., customer source a) has stayed in the second shared pool for more than a second preset period of time (e.g., 72 hours), the information for that particular customer source (e.g., customer source a) may be sent to a third shared pool of greater extent for access by a third maintenance group (e.g., a combination of all of the maintenance parties for all of the stores in the district where Broker A is located) having access to the third shared pool. That is, brokers in all stores in the large area may contend for the resource, first in anticipation. Upon monitoring that a maintainer (e.g., Broker D) in the third maintenance group claims it, information for that particular customer (e.g., customer a) is assigned to that maintainer (e.g., Broker D). If not already claimed for some time, the resource can be sent to a larger shared pool so that brokers in the company's scope can see the resource and have an opportunity to convert the resource to their own source of customers.
Of course, broker a may also re-claim information for a particular source (e.g., source a) from the third shared pool, and upon detecting that broker a claimed information for the particular source (e.g., source a) from the third shared pool (i.e., binding the information for source a to broker a's identification), the information for the particular source (e.g., source a) may be assigned to broker a. Thus, broker a is given the opportunity to reassume that it has been passively abandoned due to a malfunction or the like.
In an embodiment, the method may further comprise: in response to the act of receiving information for the particular customer source in the third shared pool, monitoring a third dwell time in the third shared pool for the information for the particular customer source; sending the information of the specific passenger source to a fourth shared pool under the condition that the third staying time is greater than or equal to a third preset time period; and in response to an act of a fourth maintainer binding the information of the particular customer source, assigning the information of the particular customer source to the fourth maintainer.
Wherein the specific maintainer and the fourth maintainer are the same maintainer or two different maintainers in a fourth maintenance group (e.g., a combination of all maintainers of all stores in a company with Broker A) having access to the fourth shared pool, and the fourth maintenance group includes at least the third maintenance group.
Specifically, the information of the specific customer source (e.g., customer source a) is sent to a third shared pool, but none of the maintainers in a third maintenance group (e.g., a combination of all maintainers of all stores in the large district where Broker A is located) that has access to the third shared pool claims it; upon monitoring that the information for a particular customer source (e.g., customer source a) has stayed in the third shared pool for more than a third preset period of time (e.g., 72 hours), the information for that particular customer source (e.g., customer source a) may be sent to a fourth shared pool of greater extent for access by a fourth maintenance group (e.g., a combination of all of the maintenance parties for all of the stores within the company in which Broker A is located) having access to the fourth shared pool. That is, brokers in all stores in the company may contend for the resource, first in anticipation. Upon monitoring that a maintainer (e.g., Broker E) in the fourth maintenance group claims it, information for that particular customer (e.g., customer a) is assigned to that maintainer (e.g., Broker E). If not already claimed for a period of time, the resource may be sent to the invalidation pool as an invalid resource.
Of course, broker a may also re-claim information for a particular source (e.g., source a) from the fourth shared pool, and upon detecting that broker a claimed information for the particular source (e.g., source a) from the fourth shared pool (i.e., binding the information for source a to broker a's identification), the information for the particular source (e.g., source a) may be assigned to broker a. Thus, broker a is given the opportunity to reassume that it has been passively abandoned due to a malfunction or the like.
Of course, the embodiments of the present invention are not limited to be applied to different four-level shared pools (the first shared pool, the second shared pool, the third shared pool, and the fourth shared pool), and different shared pools with more or less levels may be set according to actual hierarchical situations. Accordingly, embodiments of the present invention are not limited to the four levels of maintenance groups described above. The first maintenance group, the second maintenance group, the third maintenance group, and the fourth maintenance group may be other reasonable groups, and are not limited to the aforementioned shop group, combination in the shop area, combination in the large area, and combination in the company area.
In an embodiment, the method may further comprise: in response to the act of receiving information for the particular customer source in the fourth shared pool, monitoring a fourth dwell time in the fourth shared pool for the information for the particular customer source; and sending the information of the specific passenger source to an invalid pool under the condition that the fourth staying time is greater than or equal to a fourth preset time period.
Specifically, the information of the specific source (e.g., source a) is sent to a fourth shared pool, but none of the maintainers in a fourth maintenance group (e.g., a combination of all maintainers of all stores within the company where Broker A is located) that has access to the fourth shared pool claims it; upon detecting that the information of the specific passenger source (e.g., passenger source a) stays in the fourth shared pool for more than a fourth preset time period (e.g., 72 hours), the information of the specific passenger source (e.g., passenger source a) may be sent to the invalid pool to treat the information of the specific passenger source (e.g., passenger source a) as an invalid resource. Generally, the possibility that the resources in the invalid pool can bring business opportunities is very low, and even if the resources are lost, the resources are not wasted.
Of course, the first preset time period, the second preset time period, the third preset time period and the fourth preset time period in each embodiment may be the same or different, and may be set appropriately according to actual requirements.
Specifically, the process of circulating the customer source in the four-level shared pool by taking the maintenance action of broker a on customer source a as an example is explained and explained, as shown in fig. 3. Wherein the four-level sharing pools include a first sharing pool (to which brokers in the store group 1 of broker a have access rights), a second sharing pool (to which brokers in the store 1 of broker a have access rights), a third sharing pool (to which brokers in the large district 1 of broker a have access rights), and a fourth sharing pool (to which brokers in the company 1 of broker a have access rights).
As shown in FIG. 3, the process of migrating a guest source in the four-level shared pool may include steps S301-S322.
Step S301, monitoring the maintenance behavior of broker A for customer source a.
Step S302, judging whether the maintenance behavior meets a preset circulation condition, if so, executing step S303; otherwise, step S301 is continued.
The preset circulation condition may be that a maintenance task is not completed, information of the specific customer source is marked as an invalid customer source, or a working state of the specific maintainer is changed into any one of an off-duty state or a post-tuning state.
And step S303, sending the information of the passenger source a to the pool to be distributed.
Step S304, judging whether the maintenance tasks of each maintainer in the priority distribution group in the shop group 1 meet preset distribution conditions, if so, executing step S305; otherwise, step S306 is executed.
And step S305, distributing the information of the customer source a to a corresponding maintainer in the priority distribution group according to the service level.
The specific allocation strategy can be referred to the above related description, and is not described herein again. But broker a may also retrieve information about source a from the pool to be allocated before step S305 is executed, and the specific process may be as described above.
Step S306, sending the information of the passenger source a to the first sharing pool.
At this point, the broker in the group of stores 1 that broker a is in has access to the first shared pool.
Step S307, judging whether the information of the passenger source a in the first sharing pool is bound, if so, executing step S308; otherwise, step S309 is performed.
Step S308, the information of the passenger source a is sent to the broker bound with the passenger source a.
When broker B in the group 1 binds the information of source a, the information of source a is sent to broker B.
Step S309, monitoring whether the time of the information of the passenger source a staying in the first shared pool exceeds 72 hours, if yes, executing step S310; otherwise, the process continues to step S309.
Step S310, the information of the passenger source a is sent to a second sharing pool.
At this point, the broker in store 1, where broker a is located, has access to the second shared pool. When the broker in the store 1 wants to claim the source a, the information of the source a can be bound.
Step S311, judging whether the information of the customer source a in the second sharing pool is bound, if so, executing step S312; otherwise, step S313 is performed.
Step S312, the information of the passenger source a is sent to the broker bound with the passenger source a.
When broker C in store 1 binds the information of source a, the information of source a is sent to broker C.
Step S313, monitoring whether the time of the information of the passenger source a staying in the second sharing pool exceeds 72 hours, if yes, executing step S314; otherwise, the step S313 is continuously executed.
In step S314, the information of the customer source a is sent to the third shared pool.
At this point, the broker in big bay 1, where Broker A is located, has access to the third shared pool. When a broker in large district 1 wants to claim the source a, the information of the source a can be bound.
Step S315, judging whether the information of the customer source a in the third sharing pool is bound, if so, executing step S316; otherwise, step S317 is performed.
And step S316, sending the information of the passenger source a to the broker bound with the passenger source a.
When broker D in large district 1 binds to the information of source a, the information of source a is sent to broker D.
Step S317, monitoring whether the time of the information of the passenger source a staying in the third sharing pool exceeds 72 hours, if yes, executing step S318; otherwise, the process continues to step S317.
Step S318, sending the information of the customer source a to the fourth shared pool.
At this time, the broker in company 1, where broker a is located, has access to the fourth shared pool. When a broker in company 1 wants to claim the source a, the information of the source a can be bound.
Step S319, judging whether the information of the guest source a in the fourth sharing pool is bound, if so, executing step S320; otherwise, step S321 is performed.
Step S320, sending the information of the source a to the broker bound with the source a.
When broker E in company 1 binds the information of source a, the information of source a is sent to broker E.
Step S321, monitoring whether the time of the information of the passenger source a staying in the fourth sharing pool exceeds 72 hours, if yes, executing step S322; otherwise, execution continues with step S321.
Step S322, sending the information of the passenger source a to the invalid pool.
In summary, when it is monitored that the maintenance behavior of a specific maintainer (e.g., maintainer a) for a specific customer source meets a preset circulation condition, the present invention creatively sends the information of the specific customer source to the first sharing pool, so that the information is shared by the maintenance group having access right to the first sharing pool; if a certain maintainer (such as maintainer B) in the maintenance group claims the information (i.e. binds the information with its own identity), the information of the specific customer source is distributed to the maintainer (such as maintainer B), so that the maintainer can maintain the specific customer source subsequently. Therefore, the invention can transfer the customer source information in time under the condition that the customer source cannot be effectively maintained, thereby improving the satisfaction degree of customers and further greatly improving the transaction efficiency and the transaction rate of the service.
Fig. 4 is a block diagram of a system for circulating a source of passengers according to an embodiment of the present invention. As shown in fig. 1, the system may include: the first monitoring device 10 is used for monitoring the maintenance behavior of a specific maintenance party for a specific passenger source and/or for the self state; a first sending device 20, configured to send the information of the specific customer source to a first shared pool when the maintenance action meets a preset circulation condition; and a first allocating device 30, configured to allocate, in response to an action of a first maintainer binding information of the specific customer source, the information of the specific customer source to the first maintainer, where the specific maintainer and the first maintainer are the same maintainer or two different maintainers in a first maintenance group having access right to the first shared pool.
Preferably, the system further comprises: second sending means (not shown) for sending the information of the specific customer source to the pool to be allocated if the maintenance action satisfies the preset circulation condition; a detecting device (not shown) configured to detect maintenance tasks of the maintainers in a priority distribution group in the first maintenance group, wherein the priority distribution group includes the maintainers whose service levels are within a preset number before ranking, and correspondingly, the first sending device 20 is configured to send the information of the specific customer source to the first shared pool if none of the maintenance tasks of the maintainers in the priority distribution group meets a preset distribution condition.
Preferably, the system further comprises: second allocation means (not shown) for, in a case where the maintenance task of a unique maintainer in the preferential allocation group satisfies the preset allocation condition, preferentially allocating the information of the specific customer source to the unique maintainer; or when the maintenance tasks of the plurality of maintainers in the preferential distribution group all meet the preset distribution condition, preferentially distributing the information of the specific customer source to any maintainer with the highest service level rank in the plurality of maintainers.
Preferably, the system further comprises: third assigning means (not shown) for reassigning the information of the specific customer source to the specific maintainer in response to the action of the specific maintainer to re-bind the information of the specific customer source.
Preferably, the preset circulation condition is that a maintenance task is not completed, the information of the specific customer source is marked as an invalid customer source, or the working state of the specific maintainer is changed into any one of an off-duty state or a post-tuning state.
Preferably, the system further comprises: second monitoring means (not shown) for monitoring a first stay time of the information of the specific customer source in the first shared pool in response to the action of the first shared pool receiving the information of the specific customer source; third sending means (not shown) for sending the information of the specific passenger source to the second shared pool if the first staying time is greater than or equal to a first preset time period; and a fourth allocating device (not shown) for allocating the information of the specific customer source to a second maintainer in response to an action of the second maintainer binding the information of the specific customer source, wherein the specific maintainer and the second maintainer are the same maintainer or two different maintainers in a second maintenance group having access right to the second shared pool, and the second maintenance group at least includes the first maintenance group.
Preferably, the system further comprises: third monitoring means (not shown) for monitoring a second staying time of the information of the specific customer source in the second shared pool in response to the action of receiving the information of the specific customer source in the second shared pool; fourth transmitting means (not shown) for transmitting the information of the specific passenger source to a third shared pool in a case where the second staying time is greater than or equal to a second preset time period; and a fifth allocating device (not shown) for allocating the information of the specific customer source to a third maintenance party in response to the action of the third maintenance party binding the information of the specific customer source, wherein the specific maintenance party and the third maintenance party are the same maintenance party or two different maintenance parties in a third maintenance group having access right to the third shared pool, and the third maintenance group at least includes the second maintenance group.
Preferably, the system further comprises: fourth monitoring means (not shown) for monitoring a third staying time of the information of the specific customer source in the third shared pool in response to the action of receiving the information of the specific customer source in the third shared pool; fifth sending means (not shown) for sending the information of the specific passenger source to a fourth shared pool if the third staying time is greater than or equal to a third preset time period; and a sixth allocating device (not shown) for allocating the information of the specific customer source to a fourth maintainer in response to an action of the fourth maintainer binding the information of the specific customer source, wherein the specific maintainer and the fourth maintainer are the same maintainer or two different maintainers in a fourth maintenance group having access right to the fourth shared pool, and the fourth maintenance group at least includes the third maintenance group.
Preferably, the system further comprises: fifth monitoring means (not shown) for monitoring a fourth staying time of the information of the specific customer source in the fourth shared pool in response to the action of the fourth shared pool receiving the information of the specific customer source; and sixth transmitting means (not shown) for transmitting the information of the specific passenger source to the invalid pool in the case where the fourth staying time is greater than or equal to a fourth preset time period.
For specific details and benefits of the system for circulating a passenger source provided by the present invention, reference may be made to the above description of the method for circulating a passenger source, which is not described herein again.
An embodiment of the present invention also provides a machine-readable storage medium having stored thereon instructions for causing a machine to perform the above-described method for circulating a source of passengers.
An embodiment of the present invention further provides an electronic device, including: a processor; a memory for storing the processor-executable instructions; the processor is used for reading the executable instructions from the memory and executing the instructions to realize the method for circulating the customer source.
Although the embodiments of the present invention have been described in detail with reference to the accompanying drawings, the embodiments of the present invention are not limited to the details of the above embodiments, and various simple modifications can be made to the technical solutions of the embodiments of the present invention within the technical idea of the embodiments of the present invention, and the simple modifications all belong to the protection scope of the embodiments of the present invention.
It should be noted that the various features described in the above embodiments may be combined in any suitable manner without departing from the scope of the invention. In order to avoid unnecessary repetition, the embodiments of the present invention do not describe every possible combination.
Those skilled in the art will understand that all or part of the steps in the method according to the above embodiments may be implemented by a program, which is stored in a storage medium and includes several instructions to enable a single chip, a chip, or a processor (processor) to execute all or part of the steps in the method according to the embodiments of the present application. And the aforementioned storage medium includes: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.
In addition, any combination of various different implementation manners of the embodiments of the present invention is also possible, and the embodiments of the present invention should be considered as disclosed in the embodiments of the present invention as long as the combination does not depart from the spirit of the embodiments of the present invention.
Claims (10)
1. A method for circulating a source of customers, the method comprising:
monitoring maintenance behaviors of a specific maintenance agent for a specific customer source and/or for a self state;
under the condition that the maintenance behavior meets a preset circulation condition, sending the information of the specific customer source to a first sharing pool; and
in response to an act of a first maintainer binding information of the particular source, assigning the information of the particular source to the first maintainer,
the specific maintainer and the first maintainer are the same maintainer or two different maintainers in a first maintenance group having access right to the first shared pool.
2. The method for circulating a source of passengers of claim 1, the method further comprising:
under the condition that the maintenance behavior meets the preset circulation condition, sending the information of the specific customer source to a pool to be distributed;
detecting maintenance tasks of maintenance parties in a priority distribution group in the first maintenance group, wherein the priority distribution group comprises the maintenance parties with service levels within a preset number before ranking; and
and when the maintenance tasks of the maintainers in the preferential allocation group do not meet the preset allocation condition, executing the step of sending the information of the specific passenger source to the first shared pool.
3. The method for circulating a source of passengers of claim 2, the method further comprising:
when the maintenance tasks of the only maintainer in the preferential distribution group meet the preset distribution condition, preferentially distributing the information of the specific customer source to the only maintainer; or
And when the maintenance tasks of the plurality of maintainers in the preferential distribution group all meet the preset distribution condition, preferentially distributing the information of the specific customer source to any maintainer with the highest service level rank in the plurality of maintainers.
4. The method for circulating a customer source of claim 3, wherein prior to performing the step of preferentially assigning information of the particular customer source to any one of the top ranked one of the plurality of maintainers, the method further comprises:
in response to the action of the particular maintainer to re-bind the information of the particular source, re-assigning the information of the particular source to the particular maintainer.
5. The method for circulating a customer source according to claim 1, wherein the preset circulation condition is that a maintenance task is not completed, information of the specific customer source is marked as an invalid customer source, or an operating status of the specific maintainer is changed to any one of an off-duty status or a post-tuning status.
6. The method for circulating a source of passengers of claim 1, the method further comprising:
in response to the act of receiving information of the particular customer source in the first shared pool, monitoring a first dwell time of the information of the particular customer source in the first shared pool;
sending the information of the specific passenger source to a second sharing pool under the condition that the first staying time is greater than or equal to a first preset time period; and
assigning the information of the particular customer source to the second maintainer in response to an act of the second maintainer binding the information of the particular customer source,
the specific maintainer and the second maintainer are the same maintainer or two different maintainers in a second maintenance group having access right to the second shared pool, and the second maintenance group at least comprises the first maintenance group.
7. The method for circulating a source of passengers of claim 6, the method further comprising:
in response to the act of receiving information for the particular customer source in the second shared pool, monitoring a second dwell time of the information for the particular customer source in the second shared pool;
under the condition that the second staying time is greater than or equal to a second preset time period, sending the information of the specific passenger source to a third sharing pool; and
assigning the information of the particular customer source to a third maintainer in response to an act of the third maintainer binding the information of the particular customer source,
the specific maintainer and the third maintainer are the same maintainer or two different maintainers in a third maintenance group having access right to the third shared pool, and the third maintenance group at least comprises the second maintenance group.
8. A system for circulating a source of customers, the system comprising:
the first monitoring device is used for monitoring the maintenance behavior of a specific maintenance party for a specific passenger source and/or for the self state;
the first sending device is used for sending the information of the specific customer source to a first sharing pool under the condition that the maintenance behavior meets a preset circulation condition; and
a first assigning means for assigning the information of the specific customer source to the first maintainer in response to an action of the first maintainer binding the information of the specific customer source,
the specific maintainer and the first maintainer are the same maintainer or two different maintainers in a first maintenance group having access right to the first shared pool.
9. A machine-readable storage medium having stored thereon instructions for causing a machine to perform the method for circulating a source of passengers of any of claims 1-7.
10. An electronic device, characterized in that the electronic device comprises:
a processor;
a memory for storing the processor-executable instructions;
the processor is configured to read the executable instructions from the memory and execute the instructions to implement the method for circulating a source of passengers recited in any of claims 1-7.
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