CN101060566B - Call method and equipment - Google Patents
Call method and equipment Download PDFInfo
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- CN101060566B CN101060566B CN2007101108831A CN200710110883A CN101060566B CN 101060566 B CN101060566 B CN 101060566B CN 2007101108831 A CN2007101108831 A CN 2007101108831A CN 200710110883 A CN200710110883 A CN 200710110883A CN 101060566 B CN101060566 B CN 101060566B
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Abstract
The provided calling method comprises: querying user data table for the user ID, subscription state and time; obtaining the relative user subscription time, and initiating the calling for user met the subscription time. It also provides the relative modules of the device. This invention reduces effect on user life, and increases user satisfaction level.
Description
Technical field
The present invention relates to the communications field, particularly a kind of method of calling and equipment.
Background technology
Traditional call center provides a kind of passive service to the user, and most of situation all is to insert channel as passive phone.Yet, along with the aggravation of market competition, the personalization and the multiple stratification of user's service, the call center is more and more outstanding as the effect of marketing channel initiatively, the more calling center provides the active call service, and call service has become communication and the interactive bridge between enterprise and the user.The following effect that mainly contains is called out by the call center:
1. carry out user investigation targetedly, comprise user's full scale degree investigation, user's consumption habit and consumer behavior investigation, the investigation of product operating position, customer complaint return visit etc.;
2. carry out the marketing activity initiatively, comprise regular user show loving care for, targetedly the user keep, dun, new product recommendation, brand promotion, great market information issue etc.
Existing method of calling has:
The preview formula is called out: the state of monitoring calling position, and one detects idle seat, and the backstage promptly makes a call;
Active calling: by seat Autonomous Control calling frequency and speed, dialing control is by manually finishing;
Prediction type is called out: can the invalid answering tone of filtering by certain algorithmic system, only the valid telephone of having connected is forwarded to calling position.
In realizing process of the present invention, the inventor finds that above three kinds of modes all have following shortcoming:
Not and the user preengage in advance, directly dial user's phone, require the user to answer by force, or call out on the user terminal of being unwilling to answer, initiation user's dislike.User's routine work and life may have been influenced.
Summary of the invention
The embodiment of the invention provides a kind of method of calling and equipment, makes a call to the user to be implemented in the more suitable time.
Described technical scheme is as follows:
The embodiment of the invention provides a kind of method of calling, and described method comprises:
Obtain the asynchronous communication sign from user information table, described user information table comprises: user ID, subscription state, subscription time and asynchronous communication sign;
The user for " not reservation " or " reservation failure " who shows in subscription state according to described asynchronous communication sign sends reservation message, and receives field feedback;
Upgrade subscription state and subscription time in the described user information table according to described field feedback;
The inquiring user MSDS obtains the pairing subscription time of having preengage in the subscription state of user;
The user who satisfies subscription time is made a call.
The embodiment of the invention also provides a kind of calling device, and described equipment comprises:
Memory module is used to store user information table, and described user information table comprises: user ID, subscription state, subscription time and asynchronous communication sign;
Asynchronous communication interface is used for obtaining the asynchronous communication sign from described user information table, and the user for " not reservation " or " reservation failure " who shows in subscription state according to described asynchronous communication sign sends reservation message, and receives field feedback;
The subscriber data update module is used for according to described field feedback, upgrades subscription state and the subscription time of user described in the described user information table;
Enquiry module is used for inquiring about the user information table of described memory module, obtains the pairing subscription time of having preengage in the subscription state of user;
Calling module, the user who is used for described enquiry module is satisfied subscription time makes a call.
The embodiment of the invention is by the inquiring user MSDS, obtain user's subscription time, make a call to the user, realized making a call the suitable time to the user the user at subscription time, reduced influence, thereby improved user's satisfaction user's live and work.
Description of drawings
Fig. 1 is the method for calling flow chart that the embodiment of the invention 1 provides;
Fig. 2 is the method flow diagram of the renewal user information table that provides of the embodiment of the invention 1;
Fig. 3 is the calling device structure chart that the embodiment of the invention 2 provides.
Embodiment
For making the purpose, technical solutions and advantages of the present invention clearer, embodiment of the present invention is described further in detail below in conjunction with accompanying drawing.
Embodiment 1
Referring to Fig. 1, present embodiment provides a kind of method of calling, and concrete steps are as follows:
Step 101: the inquiring user MSDS, wherein, user information table comprises: user ID, subscription state, subscription time etc.; This information that is used for MSDS is according to filling in the situation of user's reservation.
Step 102: the pairing subscription time of from user information table, having preengage in the acquisition subscription state of user.
Step 103: the user who satisfies subscription time is made a call.
The user's of subscription time user ID is satisfied in acquisition from user information table, this user ID is made a call, user ID refers to fixed telephone number, phone number, or other mobile number, a plurality of if this user's user ID has, and comprise preferential number in the user information table, then this preferential number is made a call, otherwise according to circumstances optional number makes a call.
User information table is a dynamic table, needs regularly it to be upgraded, and referring to Fig. 2, the renewal process of user information table is as follows:
Step 201: the calling system of call center is looked into user information table.Wherein, user information table comprises: user ID, subscription state, subscription time, preferential number and asynchronous communication sign etc.
Step 202: judged whether that the user need preengage, if then execution in step 203; Otherwise, execution in step 206.
If show in the subscription state for " having preengage success ", then do not need this user is preengage again, if show in the subscription state be " reservation " or " reservation failure " etc., then need this user is preengage.
Step 203: send reservation message to the user who satisfies reservation by asynchronous communication means.
The asynchronous communication means here refers to not require that communicating pair is synchronous, and communicating pair can adopt clock source separately, and both sides follow asynchronous communication protocol, is transfer of data unit with the character, and the time interval that transmit leg transmits character does not limit.
Asynchronous communication means can be the mode by SMS, also can be the mode of Email, perhaps any non real-time message such as other fixed speech short message, instant message (as QQ or MSN), online webpage.Concrete which kind of mode that adopts is by the decision of the sign of the asynchronous communication in the user information table.
If the mode of SMS then sends SMS to the user; If the mode of Email, then to user's send Email.If instant message then can take place to the user in instant message, as QQ information or MSN information etc., if online webpage then can send information to the user on webpage.
The form of reservation message has multiple, for example can comprise this time dialling the purpose, theme and the inquiry user that cry wishes when converse, for example:
| This time dial the purpose of crying | Theme | You wish when converse |
| Think and your subscription calls time | Inquiry use our company * * effect of product | ? |
The user also can be provided in the reservation message some the concrete options that can reply, for example:
| Theme | Would you please select following information-reply I |
| Inquiry use our company * * effect of product | 1. can be at once and I get in touch after 2. half an hour and I get in touch 3. Do not disturb me, to this I lose interest in 4. these things put it aside for another day 5. * * day afternoon and my contact |
In addition, if when multiple liaison mode is arranged in the subscriber data, as mobile phone, landline telephone etc., the form of reservation message can also comprise the mode that allows the user select to wish the phone of answering.As:
| Theme | Would you please select following information-reply I | If you agree conversation, please select the mode that receives calls |
| Inquiry use our company * * effect of product | 1. can be at once and I get in touch after 2. half an hour and I get in touch 3. Do not disturb me, I put it aside for another day at 4. these things of loseing interest in to this | A. landline telephone: * * * * * * * * the B. mobile phone: * * * * * * * * * * * |
The form of reservation message is not limited to above several, also can be their combination in any.After the user receives the reservation message of call center, reply in time arbitrarily, the content of answer is not limit, and can be time of wishing to answer, wish the fixed telephone number of answering or wish to use fixed line switching etc.
Step 204: the call center resolves after receiving user's feedback information, draws user's reply content, and for example this user allows time of calling out.
Step 205: user information table is upgraded in the answer according to the user, and promptly this user's of record subscription state is " preengaging successfully " in user information table, and correspondingly writes down this user's subscription time, and preferential number etc.
The subscription time that the user replys can be a time, also can the section of the being time, carry out correspondingly record according to concrete answer.
Step 206: the renewal of end user MSDS.
When if the user does not reply reservation message, this user answer is as yet filled in the subscription state in user information table by the call center, carries out once more preengaging with this user in the next round subscription procedure.
According to actual conditions, the renewal process of user information table also can by with the process of user's communication in time of reservation conversation next time, generate user access information, upgrade user information table according to the user access information that generates.
The method of calling that present embodiment provides obtains the call time of preengaging with the user by the inquiring user MSDS, avoids influencing user's work, has improved user's satisfaction.
Embodiment 2
Referring to Fig. 3, present embodiment provides a kind of calling device, comprising:
Memory module is used to store user information table, and wherein, user information table comprises: user ID, subscription state, subscription time, preferential number, asynchronous communication sign etc.;
Enquiry module is used for inquiring about the user information table of memory module, obtains the pairing subscription time of having preengage in the subscription state of user;
Calling module, the user who is used for enquiry module is satisfied subscription time makes a call.
Equipment also comprises:
Asynchronous communication interface is used for obtaining the asynchronous communication sign from user information table, sends asynchronous reservation message according to the asynchronous communication sign to the user; And reception field feedback.
The subscriber data update module is used for the field feedback according to the asynchronous communication interface reception, upgrades the subscription state and the subscription time of respective user in the user information table.
Further, calling module comprises:
The user ID acquiring unit is used for obtaining user ID from user information table;
Call out and initiate the unit, be used for user ID is made a call.
Calling module can also comprise:
Preferential number acquiring unit is used for obtaining preferential number from user information table;
Call out and initiate the unit, be used for preferential number is made a call.
The calling device that present embodiment provides can be understood user's wish by shifting to an earlier date and user's booked call time, avoids unnecessary calling, improves the operating efficiency of attending a banquet, and, can improve user's satisfaction at time and the user communication that the user is ready.
The technical scheme that above embodiment provides can realize that this software can be stored in the physical medium that can read, for example: hard disc of computer, floppy disk or CD etc. by software.
The above only is preferred embodiment of the present invention, and is in order to restriction the present invention, within the spirit and principles in the present invention not all, any modification of being done, is equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1. a method of calling is characterized in that, described method comprises:
Obtain the asynchronous communication sign from user information table, described user information table comprises: user ID, subscription state, subscription time and asynchronous communication sign;
The user for " not reservation " or " reservation failure " who shows in subscription state according to described asynchronous communication sign sends reservation message, and receives field feedback;
Upgrade subscription state and subscription time in the described user information table according to described field feedback;
The inquiring user MSDS obtains the pairing subscription time of having preengage in the subscription state of user;
The user who satisfies subscription time is made a call.
2. method of calling as claimed in claim 1 is characterized in that, the described step that the user who satisfies subscription time is made a call specifically comprises:
Obtain user ID, this user ID is made a call.
3. method of calling as claimed in claim 1 is characterized in that, described user information table also comprises: preferential number;
Correspondingly, the described step that the user who satisfies subscription time is made a call specifically comprises:
From described user information table, obtain preferential number, described preferential number is made a call.
4. method of calling as claimed in claim 1 is characterized in that, described user information table also comprises: preferential number;
Correspondingly, after the described reception field feedback, also comprise:
Upgrade preferential number in the described user information table according to user's feedback information.
5. method of calling as claimed in claim 1 is characterized in that, described asynchronous communication is designated SMS mode, E-mail mode, instant message mode or online webpage mode.
6. method of calling as claimed in claim 1 is characterized in that, described method also comprises:
After the customer call processing, preengage once more with described user, upgrade described user information table according to described reservation once more.
7. method of calling as claimed in claim 1 is characterized in that, described method also comprises:
By with the process of user's communication in time of reservation conversation next time upgrade subscription state and subscription time in the user information table.
8. a calling device is characterized in that, described equipment comprises:
Memory module is used to store user information table, and described user information table comprises: user ID, subscription state, subscription time and asynchronous communication sign;
Asynchronous communication interface is used for obtaining the asynchronous communication sign from described user information table, and the user for " not reservation " or " reservation failure " who shows in subscription state according to described asynchronous communication sign sends reservation message, and receives field feedback;
The subscriber data update module is used for according to described field feedback, upgrades subscription state and the subscription time of user described in the described user information table;
Enquiry module is used to inquire about described user information table, obtains the pairing subscription time of having preengage in the subscription state of user;
Calling module, the user who is used for described enquiry module is satisfied subscription time makes a call.
9. calling device as claimed in claim 8 is characterized in that, described calling module comprises:
The user ID acquiring unit is used for obtaining user ID from user information table;
Call out and initiate the unit, be used for described user ID is made a call.
10. calling device as claimed in claim 8 is characterized in that, described calling module comprises:
Preferential number acquiring unit is used for obtaining preferential number from user information table;
Call out and initiate the unit, be used for described preferential number is made a call.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2007101108831A CN101060566B (en) | 2007-06-13 | 2007-06-13 | Call method and equipment |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2007101108831A CN101060566B (en) | 2007-06-13 | 2007-06-13 | Call method and equipment |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN101060566A CN101060566A (en) | 2007-10-24 |
| CN101060566B true CN101060566B (en) | 2011-06-15 |
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN2007101108831A Active CN101060566B (en) | 2007-06-13 | 2007-06-13 | Call method and equipment |
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| CN (1) | CN101060566B (en) |
Families Citing this family (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104270522B (en) * | 2014-09-28 | 2016-11-30 | 厦门美图移动科技有限公司 | A kind of dispatching method, controlling equipment and mobile terminal called |
| CN113890944B (en) * | 2020-07-03 | 2023-07-21 | 中移互联网有限公司 | Conversation method, system and device |
| CN112351147B (en) * | 2021-01-08 | 2021-04-06 | 浙江口碑网络技术有限公司 | Voice calling method, device and equipment |
| US20220284459A1 (en) * | 2021-03-03 | 2022-09-08 | Capital One Services, Llc | Predictions based on analysis of big data |
Citations (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1882019A (en) * | 2005-06-17 | 2006-12-20 | 中兴通讯股份有限公司 | Method for call center realizing active callback and its active callback system |
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- 2007-06-13 CN CN2007101108831A patent/CN101060566B/en active Active
Patent Citations (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1882019A (en) * | 2005-06-17 | 2006-12-20 | 中兴通讯股份有限公司 | Method for call center realizing active callback and its active callback system |
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| CN101060566A (en) | 2007-10-24 |
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