CN102546986A - Call center, method of calling, client side and agent service side - Google Patents
Call center, method of calling, client side and agent service side Download PDFInfo
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- CN102546986A CN102546986A CN2011104170332A CN201110417033A CN102546986A CN 102546986 A CN102546986 A CN 102546986A CN 2011104170332 A CN2011104170332 A CN 2011104170332A CN 201110417033 A CN201110417033 A CN 201110417033A CN 102546986 A CN102546986 A CN 102546986A
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Abstract
The invention discloses a call center, a method of calling, a client side and an agent service side. The call center comprises an evaluation management module and an automatic business function module; the evaluation management module is used for managing agent evaluation information; and the automatic business function module is used for receiving business request information of the client side, and then, querying one or more agent evaluation information from the evaluation management module according to the business request information, transmits the queried agent evaluation information and the corresponding agent information to the client side, and determining the agent selected by the client side as a target agent. The scheme of the invention can automatically connect a better agent for the user, save manual operations of callers and provide the intelligence of a call system.
Description
Technical field
The present invention relates at communication technical field, relate in particular to a kind of call center and method of calling and client and the service end of attending a banquet.
Background technology
The call center makes full use of modern communication and computer technology; Like interactive voice response (Interactive Voice Response; IVR) system, automatic call distribution (Automatic Call Distributor; ACD) system or the like, the operation operationlocation that can handle a large amount of various phone incoming calls and call business and service automatically neatly.The call center is considered to the telemarketing center gradually in present enterprise application.
According to the state of the art of present call center, the call center mainly is made up of following functional module:
Computer telephone integration (Computer Telephony Integration is called for short CTI) call processing subsystem realizes that screen ejects and realizes shifting synchronously, is presented on operator's the screen client's information; The call follow management; Computer based telephony intelligence Route Selection; Individualized greeting; Calling and outgoing management; Attend a banquet " soft phone " function at terminal; Online sound-recording function in the communication process.And till now; The CTI technology develops into " computer telecommunication is integrated " technology (Computer Telecommunication Integration); Promptly wherein " T " develops into " Telecommunication "; This means that present CTI technology not only will handle traditional call voice, and will handle the information medium of other forms such as comprising fax, Email.
In interactive voice response (IVR) subsystem, the user need only make a call with phone can get into service centre, listens to the cell phone entertainment product according to operation indicating.The call center can be according to the relevant information of content play of user's input.
Automatically call distribution (ACD) subsystem is also claimed automatic queue machine, and the equilibrium of being responsible for customer phone distributes, and can real-time tracking attend a banquet context and generate the formation of effectively attending a banquet according to this of system according to queuing algorithm, will be called out the only formation of attending a banquet of insertion.System can change call processing method according to actual needs at any time.
Development along with present mobile communication technology; Attend a banquet in the call center no longer is that personnel are called out in those sole duties of being fixed in office; These callings personnel can provide calling through the mode that moves, and then anyone in the society can become part-time calling personnel.How, the user correct, suitable attends a banquet for it that service does not have corresponding techniques at present yet for finding.
Summary of the invention
The technical problem that the present invention will solve provides a kind of call center and method of calling and client and the service end of attending a banquet, and how to solve automatically the more excellent problem of attending a banquet that continues for the user.
In order to solve the problems of the technologies described above, the invention provides a kind of call center, wherein, said call center comprises evaluation administration module and automatic service functional module; Said evaluation administration module is used for managing the evaluation information of attending a banquet; Said automatic service functional module; After being used to receive the service requesting information of client; Inquire about one or more evaluation informations of attending a banquet according to said service requesting information to said evaluation administration module; And attend a banquet evaluation information and the corresponding seating stand that will inquire be sent to client, attending a banquet of selecting of client confirmed as target attend a banquet.
Further, above-mentioned call center can also have following characteristics:
Said call center also comprises the manual service functional module;
Said automatic service functional module also is used for said service requesting information is sent to the manual service functional module;
Said evaluation administration module also is used for the administrative client evaluation information;
Said manual service functional module after being used to receive service requesting information, is lined up said service requesting information according to the client evaluation information that obtains from said evaluation administration module and/or the evaluation information of attending a banquet said target is attended a banquet corresponding formation.
Further, above-mentioned call center can also have following characteristics:
Said automatic service functional module; Also be used for target attend a banquet for client service is provided after; Attend a banquet to said target and to be sent as the request that said client is estimated; And/or be sent as the request that said target is attended a banquet and estimated to said client, also be used to receive said target is attended a banquet and/or the evaluation of said client after be sent to said evaluation administration module.
Further, above-mentioned call center can also have following characteristics:
Said manual service functional module is used for that also said client evaluation information is sent to said target and attends a banquet.
Further, above-mentioned call center can also have following characteristics:
Said evaluation administration module also is used for to client the management of estimating attending a banquet being provided, and according to the operation of client the evaluation information of attending a banquet is carried out corresponding operating, and said operation comprises following at least a: increase, revise, delete;
Said client is used for searching based on client identification attending a banquet of service once is provided, and estimates management to attending a banquet accordingly.
Further, above-mentioned call center can also have following characteristics:
Said evaluation administration module also is used for providing to attending a banquet the management to the evaluation of client, according to the operation of attending a banquet the client evaluation information is carried out corresponding operating, and said operation comprises following at least a: increase, revise, deletion;
Said attending a banquet is used for searching the client of service once based on the sign of attending a banquet, and corresponding client is estimated management.
In order to solve the problems of the technologies described above; The invention provides a kind of call center user client; Wherein, said subscription client is used for sending service request to the call center; Attend a banquet evaluation information and seating stand according to the said call center that receives returns are selected to attend a banquet, with the selected notice of attending a banquet to the call center; Also be used for after the service that provides is attended a banquet in acceptance, said attending a banquet being estimated, and evaluation result being sent to the call center.
In order to solve the problems of the technologies described above, the invention provides a kind of call center service end of attending a banquet, wherein, the said service end of attending a banquet is used for to client service being provided, and also is used for its client of serving is estimated.
Further, the above-mentioned client of attending a banquet can also have following characteristics:
The said service end of attending a banquet after also being used to receive the request of estimating for said client of sending the call center, is back to the call center with evaluation information.
In order to solve the problems of the technologies described above, the invention provides a kind of calling system, wherein, comprise the described client of arbitrary call center, claim 6 described in the claim 1 to 5, claim 7 or the 8 described service ends of attending a banquet.
In order to solve the problems of the technologies described above; The invention provides a kind of method of calling; Wherein, after the service requesting information of client is received by the call center, according to the one or more evaluation informations of attending a banquet of said service requesting information inquiry; And attend a banquet evaluation information and the corresponding seating stand that will inquire be sent to client, attending a banquet of selecting of client confirmed as target attend a banquet.
Further, above-mentioned method of calling can also have following characteristics:
Line up said service requesting information according to the client evaluation information and/or the evaluation information of attending a banquet that obtain from said evaluation administration module in said call center said target is attended a banquet corresponding formation.
Further, above-mentioned method of calling can also have following characteristics:
Said call center target attend a banquet for client service is provided after; Attend a banquet to said target and to be sent as the request that said client is estimated; And/or be sent as the request that said target is attended a banquet and estimated to said client, receive that said target is attended a banquet and/or the evaluation of said client.
Further, above-mentioned method of calling can also have following characteristics:
Said call center provides the management of estimating attending a banquet to client; Said client is searched based on client identification once provides attending a banquet of service to estimate management to attending a banquet accordingly; Said call center carries out corresponding operating according to the operation of client to the evaluation information of attending a banquet, and said operation comprises following at least a: increase, revise, delete;
Said call center provides the management that client is estimated to attending a banquet; Said attending a banquet searched the client of once serving corresponding client estimated management based on the sign of attending a banquet; Said call center carries out corresponding operating according to the operation of attending a banquet to the client evaluation information, and said operation comprises following at least a: increase, revise, delete.
Scheme of the present invention can be attended a banquet for user's automatic connection is more excellent, can save calling personnel's manual operation, and the intelligent of calling system is provided.
Description of drawings
Fig. 1 is the structural representation of call center among the embodiment;
Fig. 2 is the flow chart of the method for calling in the specific embodiment.
Embodiment
Provide in this programme for attend a banquet and the calling party between a mutual rating system and method are provided; Method of calling comprises: after the service requesting information of client is received by the call center; According to the one or more evaluation informations of attending a banquet of said service requesting information inquiry; And attend a banquet evaluation information and the corresponding seating stand that will inquire be sent to client, attending a banquet of selecting of client confirmed as target attend a banquet.
The evaluation information of attending a banquet in this programme can be the evaluation information of classification, for example can comprise one or more, for example: attitude, professional knowledge familiarity, line duration sufficient degree, other etc.Can also the content of the evaluation information of attending a banquet be divided into grade; Can be to attend a banquet to confirm a grade according to the evaluation integral body of multi-client; Also can in above-mentioned a plurality of, grade be set respectively, higher the attending a banquet or a certain higher the attending a banquet of middle grade of whole grade can preferentially be selected by the call center.
Line up said service requesting information according to the client evaluation information and/or the evaluation information of attending a banquet that obtain from said evaluation administration module in said call center said target is attended a banquet corresponding formation.Concrete mode is: the call center when service request is ranked, ranks according to the attend a banquet attribute of corresponding queues of target after confirming alternately that with client target is attended a banquet, and comprising:
Attend a banquet to should a plurality of formation be arranged the time when target, then, confirm certain formation, then the solicited message of client is put into corresponding formation and rank according to the user's evaluation information and/or the evaluation information of attending a banquet;
When target is attended a banquet correspondence when having only a formation, then based on user's evaluation information and/or the evaluation information of attending a banquet as the weight of queuing, carry out formation.Usually, this situation is dependent on product implementor's specific algorithm, and evaluation information only is one of weight.
Said call center target attend a banquet for client service is provided after; Attend a banquet to said target and to be sent as the request that said client is estimated; And/or be sent as the request that said target is attended a banquet and estimated to said client, receive that said target is attended a banquet and/or the evaluation of said client after preserve.The concrete mode that the call center gives a mark to attending a banquet of current service to user prompt can be voice mode, text mode, Web mode etc.The call center provides the item that can give a mark to the user, can comprise one or more, for example: attitude, professional knowledge familiarity, other etc.
Said call center provides the management of estimating attending a banquet to client; Said client is searched based on client identification once provides attending a banquet of service to estimate management to attending a banquet accordingly; Said call center carries out corresponding operating according to the operation of client to the evaluation information of attending a banquet, and said operation comprises following at least a: increase, revise, delete.Client can wouldn't be estimated after service finishes, and is estimating to call center's request interpolation after a period of time, perhaps, after service finishes to estimate, revises evaluation in call center's request after a period of time.
Said call center provides the management that client is estimated to attending a banquet; Said attending a banquet searched the client of once serving corresponding client estimated management based on the sign of attending a banquet; Said call center carries out corresponding operating according to the operation of attending a banquet to the client evaluation information, and said operation comprises following at least a: increase, revise, delete.Attend a banquet and after service finishes, wouldn't estimate, estimating to call center's request interpolation after a period of time, perhaps, after service finishes to estimate, revise evaluation in call center's request after a period of time.
In this method, attend a banquet when connecting, attend a banquet and to know the user's that will serve existing evaluation situation, and whether decision is ready to provide service or which type of service etc. is provided based on evaluation information with the call center.
As shown in Figure 1, the call center comprises automatic service functional module 101, estimates administration module 102, manual service functional module 103.
Automatic service functional module 101; After being used to receive the service requesting information of client; Inquire about one or more evaluation informations of attending a banquet according to said service requesting information to said evaluation administration module 102; And attend a banquet evaluation information and the corresponding seating stand that will inquire be sent to client, attending a banquet of selecting of client confirmed as target attend a banquet.
Automatic service functional module 101 also is used for said service requesting information is sent to manual service functional module 103;
Said evaluation administration module 102 also is used for the administrative client evaluation information;
Manual service functional module 103 after being used to receive service requesting information, is lined up said target is attended a banquet corresponding formation according to the client evaluation information that obtains from said evaluation administration module 102 and/or the evaluation information of attending a banquet.
Automatic service functional module 101; Also be used for target attend a banquet for client service is provided after; Attend a banquet to said target and to be sent as the request that said client is estimated; And/or be sent as the request that said target is attended a banquet and estimated to said client, also be used to receive said target is attended a banquet and/or the evaluation of said client after be sent to said evaluation administration module.
Manual service functional module 103 is used for that also said client evaluation information is sent to said target and attends a banquet.
Said evaluation administration module 102 also is used for providing to attending a banquet the management to the evaluation of client, according to the operation of attending a banquet the client evaluation information is carried out corresponding operating, and said operation comprises following at least a: increase, revise, deletion;
Said attending a banquet is used for searching the client of service once based on the sign of attending a banquet, and corresponding client is estimated management.
Subscription client in the native system is used for sending service request to the call center, select to attend a banquet according to attend a banquet evaluation information and seating stand that the said call center that receives returns, with the selected notice of attending a banquet to the call center; Also be used for after the service that provides is attended a banquet in acceptance, said attending a banquet being estimated, and evaluation result being sent to the call center.
The service end of attending a banquet in the native system is used for to client service being provided, and also is used for its client of serving is estimated, and is concrete, after receiving the request of estimating for said client that the call center sends, evaluation information is back to the call center.
Specify the present invention through accompanying drawing below.
As shown in Figure 2, method of calling may further comprise the steps:
Step 1, client is initiated service request to the call center;
Step 2, client and automatic service module are carried out service interaction, and under the navigation of automatic service module, it is mutual to carry out automatic service, like IVR, IVVR etc.;
Step 3, automatic service module and evaluation module carry out obtaining the evaluation information of attending a banquet accordingly alternately;
The automatic service module can be selected one or more attending a banquet of client service request of satisfying according to evaluation information.
Step 4, the automatic service module turns back to client with evaluation information together with the information of attending a banquet accordingly;
Step 5, client is selected to attend a banquet based on evaluation information;
Step 6, attending a banquet that client will be selected notified to the automatic service module;
Step 7, the automatic service module is attended a banquet attending a banquet of client selection as target, and the service requesting information that the said target of indication is attended a banquet sends to the manual service module;
Step 8, the manual service functional module is to estimating administration module acquisition request evaluation of user information;
Step 9, the manual service functional module is attended a banquet said service requesting information based on this evaluation information in target formation queuing;
Step 10, but target attend a banquet the time spent, the manual service functional module is forwarded to information and attends a banquet;
Step 11, target are attended a banquet and are served for said client provides with the service requesting information corresponding service.
Need to prove that under the situation of not conflicting, embodiment among the application and the characteristic among the embodiment be combination in any each other.
Certainly; The present invention also can have other various embodiments; Under the situation that does not deviate from spirit of the present invention and essence thereof; Those of ordinary skill in the art can make various corresponding changes and distortion according to the present invention, but these corresponding changes and distortion all should belong to the protection range of the appended claim of the present invention.
One of ordinary skill in the art will appreciate that all or part of step in the said method can instruct related hardware to accomplish through program, said program can be stored in the computer-readable recording medium, like read-only memory, disk or CD etc.Alternatively, all or part of step of the foregoing description also can use one or more integrated circuits to realize.Correspondingly, each the module/module in the foregoing description can adopt the form of hardware to realize, also can adopt the form of software function module to realize.The present invention is not restricted to the combination of the hardware and software of any particular form.
Claims (14)
1. call center, wherein,
Said call center comprises evaluation administration module and automatic service functional module;
Said evaluation administration module is used for managing the evaluation information of attending a banquet;
Said automatic service functional module; After being used to receive the service requesting information of client; Inquire about one or more evaluation informations of attending a banquet according to said service requesting information to said evaluation administration module; And attend a banquet evaluation information and the corresponding seating stand that will inquire be sent to client, attending a banquet of selecting of client confirmed as target attend a banquet.
2. call center as claimed in claim 1 is characterized in that,
Said call center also comprises the manual service functional module;
Said automatic service functional module also is used for said service requesting information is sent to the manual service functional module;
Said evaluation administration module also is used for the administrative client evaluation information;
Said manual service functional module after being used to receive service requesting information, is lined up said service requesting information according to the client evaluation information that obtains from said evaluation administration module and/or the evaluation information of attending a banquet said target is attended a banquet corresponding formation.
3. call center as claimed in claim 2 is characterized in that,
Said automatic service functional module; Also be used for target attend a banquet for client service is provided after; Attend a banquet to said target and to be sent as the request that said client is estimated; And/or be sent as the request that said target is attended a banquet and estimated to said client, also be used to receive said target is attended a banquet and/or the evaluation of said client after be sent to said evaluation administration module.
4. like claim 2 or 3 described call centers, it is characterized in that,
Said manual service functional module is used for that also said client evaluation information is sent to said target and attends a banquet.
5. call center as claimed in claim 1 is characterized in that,
Said evaluation administration module also is used for to client the management of estimating attending a banquet being provided, and according to the operation of client the evaluation information of attending a banquet is carried out corresponding operating, and said operation comprises following at least a: increase, revise, delete;
Said client is used for searching based on client identification attending a banquet of service once is provided, and estimates management to attending a banquet accordingly.
6. call center as claimed in claim 2 is characterized in that,
Said evaluation administration module also is used for providing to attending a banquet the management to the evaluation of client, according to the operation of attending a banquet the client evaluation information is carried out corresponding operating, and said operation comprises following at least a: increase, revise, deletion;
Said attending a banquet is used for searching the client of service once based on the sign of attending a banquet, and corresponding client is estimated management.
7. call center user client, wherein,
Said subscription client is used for sending service request to the call center, select to attend a banquet according to attend a banquet evaluation information and seating stand that the said call center that receives returns, with the selected notice of attending a banquet to the call center; Also be used for after the service that provides is attended a banquet in acceptance, said attending a banquet being estimated, and evaluation result being sent to the call center.
8. call center service end of attending a banquet, wherein,
The said service end of attending a banquet is used for to client service being provided, and also is used for its client of serving is estimated.
9. the client of attending a banquet according to claim 7, its characteristic also comprises:
The said service end of attending a banquet after also being used to receive the request of estimating for said client of sending the call center, is back to the call center with evaluation information.
10. a calling system wherein, comprises the described client of arbitrary call center, claim 6 described in the claim 1 to 5, claim 7 or the 8 described service ends of attending a banquet.
11. a method of calling, wherein,
After the service requesting information of client is received by the call center; According to the one or more evaluation informations of attending a banquet of said service requesting information inquiry; And attend a banquet evaluation information and the corresponding seating stand that will inquire be sent to client, attending a banquet of selecting of client confirmed as target attend a banquet.
12. method of calling as claimed in claim 10 is characterized in that,
Line up said service requesting information according to the client evaluation information and/or the evaluation information of attending a banquet that obtain from said evaluation administration module in said call center said target is attended a banquet corresponding formation.
13. method of calling as claimed in claim 10 is characterized in that,
Said call center target attend a banquet for client service is provided after; Attend a banquet to said target and to be sent as the request that said client is estimated; And/or be sent as the request that said target is attended a banquet and estimated to said client, receive that said target is attended a banquet and/or the evaluation of said client.
14. method of calling as claimed in claim 10 is characterized in that,
Said call center provides the management of estimating attending a banquet to client; Said client is searched based on client identification once provides attending a banquet of service to estimate management to attending a banquet accordingly; Said call center carries out corresponding operating according to the operation of client to the evaluation information of attending a banquet, and said operation comprises following at least a: increase, revise, delete;
Said call center provides the management that client is estimated to attending a banquet; Said attending a banquet searched the client of once serving corresponding client estimated management based on the sign of attending a banquet; Said call center carries out corresponding operating according to the operation of attending a banquet to the client evaluation information, and said operation comprises following at least a: increase, revise, delete.
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| CN2011104170332A CN102546986A (en) | 2011-12-14 | 2011-12-14 | Call center, method of calling, client side and agent service side |
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| WO2014056387A1 (en) * | 2012-10-12 | 2014-04-17 | 中兴通讯股份有限公司 | Method, system and device for transferring text chat session, and agent client |
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| CN110536032A (en) * | 2019-07-09 | 2019-12-03 | 中国平安财产保险股份有限公司 | Message method, device, electronic equipment and storage medium |
| CN113438375A (en) * | 2021-05-24 | 2021-09-24 | 商客通尚景科技（上海）股份有限公司 | Method for maintaining seat state |
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