CN101170610B - Call center service system - Google Patents
Call center service system Download PDFInfo
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- CN101170610B CN101170610B CN2007101871156A CN200710187115A CN101170610B CN 101170610 B CN101170610 B CN 101170610B CN 2007101871156 A CN2007101871156 A CN 2007101871156A CN 200710187115 A CN200710187115 A CN 200710187115A CN 101170610 B CN101170610 B CN 101170610B
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Abstract
A calling center business system is provided, which comprises an overall configuration database adapted to store business databases, mapping relationship among a plurality of zones, corresponding relationship between a plurality of operators and the plurality of zones, and skill sections of the plurality of operators; a business database adapted to store automatic service data, manual service data and related data in report; an automatic service module adapted to provide automatic service to the accessed user by the access to the overall configuration database and based on the automatic service data in the business database in the zone where the accessed user is located, and also adapted to transfer the service to a manual service module under the condition that the accessed user need the manual service; a manual service module adapted to provide manual service to the user according to the relevant information in the business database; and a service report module adapted to generate a service report and indentify the authorization of the operator inquiring the generated report according to the corresponding relationship between the plurality of operators and the plurality of zones and the skill sections of the plurality of operators.
Description
Technical field
The present invention relates to the communications field, and especially, relate to a kind of call center operation system.
Background technology
At present, usually so-called " call center " is meant the comprehensive telecommunication service system of setting up according to unified number, unified interface, unified function and unified standard principle, and it is provide advice, inquires about, complains, accepts and service such as calling to the user by single service window.
Yet, very big for telephone traffic, the professional a lot of province or the overall situation of district's distribution one cover Call Center Platform, centralized management more and more is difficult to satisfy the user to serving growing demand on differentiated service and performance.
Mainly there is following defective in present employed center calling system: (1) can't realize the differentiation voice service between each administrative region; (2) can't realize the manual service service of differentiation between each administrative region; (3) can't realize the autonomous management of each administrative region; (4) be difficult to guarantee service feature.
Yet, the technical scheme that can address the above problem is not proposed at present as yet.
Summary of the invention
Consider the problems referred to above and make the present invention, for this reason, main purpose of the present invention is to provide the implementation of a kind of call center business, can't realize in the prior art that to solve row chases after differentiated service between which zone and problem in poor service.
According to embodiments of the invention, provide a kind of call center operation system.
This system comprises: global configuration database is used for corresponding relation between the mapping relations between storage service database and a plurality of zone, a plurality of operator and a plurality of zone and a plurality of operators' technical ability section; Service Database, be configured to a plurality of zones in each sign corresponding one by one, be used for storing professional related data in automatic service data, manual service data and the form of its region; The automatic service module, be used for providing automatic service, and forward business to the manual service module inserting under the situation that the user need forward manual service to by the visit global configuration database and according to the automatic service data butt joint access customer of the Service Database in the zone of inserting the user place; The manual service module is used for corresponding relation between the manual service data according to Service Database, a plurality of operator and a plurality of zone and a plurality of operators' technical ability section, and coming provides manual service to the user; The bordereau module is used to generate bordereau, and judges according to the corresponding relation between a plurality of operators and a plurality of zone and a plurality of operators' technical ability section whether the operator of the form that will inquire about generation has the authority of inquiry.
Wherein, the automatic service module is obtained the relevant information that inserts the user from the Service Database that inserts user's affiliated area, and provides corresponding salutatory according to the corresponding area code butt joint access customer in zone that the access user dials.In butt joint after access customer provides salutatory, the automatic service module is obtained queuing sound, queuing priority, the menu sound that inserts the user and the technical ability number of attending a banquet from the regional corresponding service database that inserts the user and dial.Wherein, access user's relevant information comprises: user class, station address, telephone number.
In addition, the manual service that provides of manual service module can comprise: worker's single current, knowledge base and bulletin.
In addition, the two or more zones in a plurality of zones have under the situation of identical area code, and the automatic service prompting inserts the user zone with identical area code is selected.At this moment, the sign that inserts the object that the user dials comprises: area code, the identification marking in zone with identical area code and customer service number.
In addition, above-mentioned zone is the administrative region.
By technique scheme of the present invention, can realize differentiation voice service and manual service service between each administrative region, can also realize the autonomous management of each administrative region, thereby guarantee service feature.
Description of drawings
Accompanying drawing described herein is used to provide further understanding of the present invention, constitutes the application's a part, and illustrative examples of the present invention and explanation thereof are used to explain the present invention, do not constitute improper qualification of the present invention.In the accompanying drawings:
Fig. 1 is the block diagram according to call center's operation system of the embodiment of the invention; And
Fig. 2 is the process chart of call center's operation system when carrying out business shown in Figure 1.
Embodiment
In the present embodiment, provide a kind of call center operation system, this system can realize the Authority and Domain Based Management management.
As shown in Figure 1, call center's operation system according to the embodiment of the invention comprises: global configuration database 102 is used for corresponding relation between the mapping relations between storage service database and a plurality of zone, a plurality of operator and a plurality of zone and a plurality of operators' technical ability section; Service Database 104, be configured to a plurality of zones in each sign corresponding one by one, be used for storing related data professional in automatic service data, manual service data and the form of its region, and global configuration database 102 and Service Database 104 are integrated in the database module; Automatic service module (also can be described as Authority and Domain Based Management automatic service module) 106, be used for providing automatic service, and forward business to the manual service module inserting under the situation that the user need forward manual service to by the visit global configuration database and according to the automatic service data butt joint access customer of the Service Database in the zone of inserting the user place; Manual service module (also can be described as Authority and Domain Based Management manual service module) 108, be used for corresponding relation between the manual service data according to Service Database, a plurality of operator and a plurality of zone and a plurality of operators' technical ability section, coming provides manual service to the user; Bordereau module 110 is used to generate bordereau, and judges according to the corresponding relation between a plurality of operators and a plurality of zone and a plurality of operators' technical ability section whether the operator of the form that will inquire about generation has the authority of inquiry.
Wherein, automatic service module 106 is obtained the relevant information that inserts the user from the Service Database 104 that inserts user's affiliated area, and provides corresponding salutatory according to the corresponding area code butt joint access customer in zone that the access user dials.In butt joint after access customer provides salutatory, automatic service module 106 is obtained queuing sound, queuing priority, the menu sound that inserts the user and the technical ability number of attending a banquet from the regional corresponding service database 104 that inserts the user and dial.Wherein, access user's relevant information comprises: user class, station address, telephone number.
In addition, the manual service that provides of manual service module 108 can comprise: worker's single current, knowledge base and bulletin.
In addition, the two or more zones in a plurality of zones have under the situation of identical area code, and the automatic service prompting inserts the user zone with identical area code is selected.At this moment, the sign that inserts the object that the user dials comprises: area code, the identification marking in zone with identical area code and customer service number.
In addition, above-mentioned zone is the administrative region.
When reality realizes, realize that call center's operation system of Authority and Domain Based Management management can comprise: database module, Authority and Domain Based Management automatic service module, Authority and Domain Based Management manual service module and Authority and Domain Based Management bordereau module.
More than the function and the annexation of each part as follows:
As everyone knows, the administrative region accessible region number is distinguished.Because there is the situation of the shared area code in a plurality of administrative regions in a small amount of special administrative region, so called unique after by conversion of the administrative region in this invention determines called three parts that comprise after the conversion: area code, the identification code of each identical area code administrative region, customer service number.
Global configuration database and Service Database can unify to be database module.Similarly, in the global configuration database in database module, need set up the mapping relations of administrative region and business datum library name, set up the mapping relations of administrative region and personnel arrangement structure, set up the mapping relations of administrative region and technical ability section.The Service Database employing is created independent database respectively for each administrative region and is realized on a database server instance, professional relevant database object all leaves in the Service Database of each administrative region in automatic service, manual service, the form.
Authority and Domain Based Management automatic service module: different with traditional automatic service, configuration informations such as operation system parameter, database connection configuration will obtain from global configuration database; Calling enters will obtain area code that user profile (for example, user class, station address, telephone number etc.) and user dial after the business so that obtain the differentiation salutatory; Behind the administrative region dialed of identification user, will obtain queuing sound, queuing priority, menu sound, seat technical ability number, business will only be visited global configuration database and this administrative region corresponding service database then.For the identical situation of a plurality of administrative regions area code, can't distinguish the purpose administrative region, the mode of taking the voice suggestion user to confirm solves.
Authority and Domain Based Management manual service module: comprise business such as worker's single current, knowledge base, bulletin, on traditional manual service basis, increased the database connection, realize that in each administrative region each all is connected to the manual service module and connects.According to the mapping relations that system is provided with, accept the operator of manual service or belong to specific administrative region, or belong to the system manager.Operator for specific administrative region, he can only accept the commentaries on classics manual service of the corresponding technical ability of this administrative region, follow-up processing is identical with traditional manual service, unique different be that database access will only relate to the Service Database of global configuration database and corresponding administrative region.For the system manager, will select " administrative region " during login manual service system, can only accept the commentaries on classics manual service of the corresponding technical ability of selected administrative region after logining successfully.
Authority and Domain Based Management bordereau module: on traditional business form basis, strengthen the Report operator verification.According to the mapping relations that system is provided with, Report operator or belong to specific administrative region, or belong to the system manager.For the Report operator of specific administrative region, can only inquire about the data of this administrative region; For the system manager, he can select any administrative region to inquire about.
Relation is as follows between each module: Authority and Domain Based Management automatic service module, Authority and Domain Based Management manual service module, Authority and Domain Based Management bordereau module accessible database module, access modes comprises read operation and write operation.
Annexation between Authority and Domain Based Management automatic service module and the Authority and Domain Based Management manual service module is then the same with conventional call centers, pass through interacting message between this two module, for example, automatic service passes to manual service with calling number, seat technical ability etc., and manual service then information such as on-hook passes to automatic service.
When practical business carries out, carry out following processing:
(1) after automatic business process begins, the automatic service module is extracted called administrative region, user profile (as user class etc.) according to calling number, called number, in case of necessity with user interactions, and then obtain differentiation salutatory, queuing sound, menu sound, seat technical ability etc., for the user provides differentiated service;
(2) after the operator logined manual service, manual service decision operation person belonged to the system manager or belongs to certain administrative region.If the former, the operator need select the administrative region of will accept.The operator can carry out manual service to specific administrative region and accepts then.
(3) behind operator's registering service form, bordereau decision operation person belongs to the system manager or belongs to certain administrative region.If the former, the operator need select the administrative region with statistics.The operator can carry out report form statistics to specific administrative region then.
In conjunction with Fig. 1, can construct Authority and Domain Based Management of the present invention call center operation system by following manner.
1, creates database module
1-1. establishment global configuration database
Global configuration database is used to deposit mapping relations and other global configuration information of mapping relations, administrative region and business datum library name of mapping relations, personnel arrangement structure and the administrative region of personnel arrangement structure, personnel arrangement structure and technical ability section.
1-1-1. creator's institutional framework.Adopt pyramid classification teams and groups, teams and groups-operator's form.One-level teams and groups are system manager teams and groups (annotating: have only teams and groups) in the classification teams and groups, and its teams and groups of subordinate are secondary teams and groups (annotating: can be a plurality of), and secondary teams and groups can be provided with multi-level teams and groups of subordinate down.
1-1-2. create the relevant mapping relations of Service Database name.The corresponding unique technical ability section of each secondary teams and groups, unique administrative region, unique business datum library name.Operator or directly belong to system manager teams and groups; The teams and groups of subordinate that belong to certain secondary teams and groups or certain secondary teams and groups.The operator that all affiliated teams and groups are teams and groups of subordinate of certain secondary teams and groups or these secondary teams and groups all belongs to the administrative region of this secondary teams and groups correspondence.
1-1-3. create the operation system parameter table and other global configuration tables are set.
1-2. establishment Service Database
Service Database is meant a plurality of Service Databases of creating on the single database instance of a database server.The identical Service Database object of one cover is arranged under each Service Database.
1-2-1. create the database object of automatic service, comprise user data, configuration data, daily record etc.
1-2-2. create the database object of manual service, comprise business datum, daily record etc.
1-2-3. create the database object of bordereau, comprise statistics etc.
1-2-4. in Service Database, give the authority of correlation table in the query traffic data storehouse, give the authority of carrying out the associated storage process in the Service Database for global configuration database.
2, create the Authority and Domain Based Management automatic service, operation flow is as follows:
2-1. enter automatic service.
2-2. the area code dialed of identification user, user profile (as user class etc.), obtain salutatory.
2-3. the administrative region that the identification user dials.For local calling, the administrative region that the user dials is a user ascription area; For inward toll, can obtain the administrative region that the user dials from area code of the callee.
2-4. administrative region for identical area code, may obtain called (annotating: comprise three parts: each administrative region identification code of area code, identical area code, customer service number) after a plurality of being converted, provide voice suggestion for the user this moment, asks the user to select the administrative region that will insert.
2-5. the user according to identification dials the administrative region, obtain after unique being converted called (wherein, and then obtain configuration informations such as business datum library name, queuing sound, queuing rank, seat technical ability number called three parts that comprise: each administrative region identification code of area code, identical area code, customer service number).
2-6. follow-up flow process and traditional business flow process are identical, comprising provides various types of voice menu and respective service.
3, create the Authority and Domain Based Management manual service, step is as follows;
3-1. create manual service according to traditional approach, and the supporting business database is configurable.
3-2. manual service by being created to the connection of each Service Database, realizes discerning the function of using specific Service Database to connect automatically with login job number (annotating: belong to secondary teams and groups or its teams and groups of subordinate).
3-3. manual service realizes system manager's (annotating: directly belong to system manager teams and groups) thereby the login back selects the administrative region condition only to accept the function of the manual service of selected specific administrative region earlier.
4, create the Authority and Domain Based Management bordereau, step is as follows:
4-1. create form according to traditional approach, and the supporting business database is configurable.
4-2. form is realized recognizing service database automatically with login job number (wherein, belonging to secondary teams and groups or its teams and groups of subordinate), and then is inquired about the function of the form of corresponding administrative region.
4-3. form is realized system manager's (wherein, directly belonging to system manager teams and groups) thereby the function of selecting the administrative region condition to inquire about the form of selected specific administrative region only earlier behind the login report tool.
Below in conjunction with accompanying drawing 2, the calling that inserts the user with voice enters into Authority and Domain Based Management system the be engaged in automatic business process of complaining of industry of going forward side by side, describe system of the present invention in detail and realize processing procedure when professional, also comprise the implementation method of Authority and Domain Based Management manual service and Authority and Domain Based Management bordereau in the following explanation.Comprise the steps:
(1) user dials the customer service hot line, and the Authority and Domain Based Management automatic business process begins;
(2) the Authority and Domain Based Management automatic service obtains area code and user profile (for example, user class etc.) according to calling number and called number;
(3) and (4) Authority and Domain Based Management automatic service according to area code and user profile, obtain salutatory and playing welcome announcement.
(5) the Authority and Domain Based Management automatic service judges whether the administrative region that the unique definite user of energy dials, if can not, please the user elder generation's button select, select according to the user then and user related information obtains the queuing sound, queuing priority, menu sound, seat technical ability number of coupling and play menu sound.
(6) user key-press chooser business " the professional complaint ", the Authority and Domain Based Management automatic service will provide respective service for the user.
Whether after (7) subservice finished, the Authority and Domain Based Management automatic service judged whether to change artificial according to user key-press or on-hook, whether returns main menu, call release;
If user key-press selects to change artificial subservice, the seat queue queue that calling will change corresponding technical ability over to (wherein, this seat or belong to the administrative region that this user dials, or be system manager and the administrative region of when login Authority and Domain Based Management manual service, having selected this user to dial); If user key-press is selected to return main menu, will enter the next round button and select.
(8) if user's on-hook, end of calling, the Authority and Domain Based Management automatic business process finishes.
If need the form of this administrative region of inquiry, the operator that only need belong to this administrative region logins form, and perhaps the system manager logins and selects this administrative region, can inquire about the form of this administrative region.
In sum,, can realize differentiation voice service and manual service service between each administrative region, can also realize the autonomous management of each administrative region, thereby guarantee service feature by means of technical scheme of the present invention.
The above is the preferred embodiments of the present invention only, is not limited to the present invention, and for a person skilled in the art, the present invention can have various changes and variation.Within the spirit and principles in the present invention all, any modification of being done, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (7)
1. call center's operation system is characterized in that, comprising:
Global configuration database is used for corresponding relation between the mapping relations between storage service database and a plurality of administrative region, a plurality of operator and the described a plurality of administrative region and described a plurality of operators' technical ability section;
Service Database, be configured to described a plurality of administrative regions in each sign corresponding one by one, be used for storing professional related data in automatic service data, manual service data and the form of its administrative region, place;
The automatic service module, be used for by visiting described global configuration database and provide automatic service to described accesss user, and forward described business to the manual service module described the access under the situation that the user need forward manual service to according to the automatic service data of the Service Database of the administrative region of inserting the user place;
The manual service module is used for corresponding relation between the described manual service data according to described Service Database, described a plurality of operators and the described a plurality of administrative region and described a plurality of operators' technical ability section, and coming provides manual service to described user;
The bordereau module, be used to generate bordereau, and judge according to the corresponding relation between described a plurality of operators and the described a plurality of administrative region and described a plurality of operators' technical ability section whether the operator of the described form that will inquire about generation has the authority of inquiry.
2. call center according to claim 1 operation system, it is characterized in that, obtain described access user's relevant information the Service Database of described automatic service module administrative region under described access user, and the area code of the administrative region correspondence of dialing according to described access user provides corresponding salutatory to described access user.
3. call center according to claim 2 operation system, it is characterized in that, after providing described salutatory to described access user, the described administrative region corresponding service database that described automatic service module is dialed from described access user obtains described access user's queuing sound, queuing priority, menu sound and the technical ability number of attending a banquet.
4. call center according to claim 3 operation system is characterized in that, described access user's described relevant information comprises: user class, station address, telephone number.
5. according to each described call center operation system in the claim 1 to 4, it is characterized in that the described manual service that described manual service module provides comprises: worker's single current, knowledge base and bulletin.
6. according to each described call center operation system in the claim 1 to 4, it is characterized in that, two or more administrative regions in described a plurality of administrative regions have under the situation of identical area code, and the described access user of described automatic service module prompting selects the administrative region with identical area code.
7. call center according to claim 6 operation system is characterized in that, the sign of the object that described access user dials comprises: area code, the identification marking of administrative region with identical area code and customer service number.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2007101871156A CN101170610B (en) | 2007-11-14 | 2007-11-14 | Call center service system |
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| Application Number | Priority Date | Filing Date | Title |
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| CN2007101871156A CN101170610B (en) | 2007-11-14 | 2007-11-14 | Call center service system |
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| CN101170610A CN101170610A (en) | 2008-04-30 |
| CN101170610B true CN101170610B (en) | 2010-12-29 |
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| CN2007101871156A Active CN101170610B (en) | 2007-11-14 | 2007-11-14 | Call center service system |
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Families Citing this family (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| ES2676509T3 (en) * | 2008-08-29 | 2018-07-20 | Afiniti Europe Technologies Limited | Call routing methods and systems based on multiple variable standardized scores |
| CN101404697B (en) * | 2008-11-18 | 2011-04-13 | 中国电信股份有限公司 | Calling center system and calling method for providing integrated information service |
| CN104184777A (en) * | 2013-05-27 | 2014-12-03 | 中山爱科数字家庭产业孵化基地有限公司 | Comprehensive service system of calling center |
| CN107544971B (en) * | 2016-06-24 | 2021-04-23 | 平安科技（深圳）有限公司 | Method and system for intelligently inquiring business data |
| CN107317942A (en) * | 2017-07-18 | 2017-11-03 | 国家电网公司客户服务中心南方分中心 | A kind of call center's customer service system is recognized and monitoring system with online voice mood |
Citations (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1435043A (en) * | 1999-12-21 | 2003-08-06 | 川铁情报系统株式会社 | Method and device for call center operation |
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Patent Citations (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1435043A (en) * | 1999-12-21 | 2003-08-06 | 川铁情报系统株式会社 | Method and device for call center operation |
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