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 PDF

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Publication number
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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agent
client
evaluation
call center
information
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CN2011104170332A
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Chinese (zh)
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李会
李伟华
胡捷
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中兴通讯股份有限公司
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Priority to CN2011104170332A priority Critical patent/CN102546986A/en
Publication of CN102546986A publication Critical patent/CN102546986A/en

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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

一种呼叫中心及呼叫方法及客户端及坐席服务端 A call center and call methods and the client and the server agent

技术领域 FIELD

[0001] 本发明涉及在通信技术领域,尤其涉及一种呼叫中心及呼叫方法及客户端及坐席服务端。 [0001] The present invention relates to the field of communication technology, particularly to a method and a call center and a call agent client and the server.

背景技术 Background technique

[0002] 呼叫中心充分利用现代通讯与计算机技术,如交互式语音应答(Interactive Voice Response,IVR)系统、自动呼叫分配(Automatic Call Distributor,ACD)系统等等, 可以自动灵活地处理大量各种不同的电话呼入和呼出业务和服务的运营操作场所。 [0002] Call center full use of modern communication and computer technologies, such as interactive voice response (Interactive Voice Response, IVR) systems, automatic call distribution (Automatic Call Distributor, ACD) systems, etc., can be automatically flexibly deal with a large variety of different the inbound and outbound telephone services and business operators operating site. 呼叫中心在目前的企业应用中逐渐被认为是电话营销中心。 Call center in the current enterprise applications are increasingly being recognized telemarketing center.

[0003] 根据目前的呼叫中心的技术现状来看,呼叫中心主要由以下几个功能模块组成: [0003] The current state of the art in view of the call center, the call center consists of the following main functional blocks:

[0004] 计算机电话集成(Computer Telephony htegration,简称CTI)呼叫处理子系统实现屏幕弹出并实现同步转移,使客户的信息显示在接线员的屏幕上;呼叫跟踪管理;基于计算机的电话智能路由选择;个人化问候语;来话和去话管理;坐席终端的"软电话"功能;通话过程中的在线录音功能。 [0004] Computer telephony integration (Computer Telephony htegration, referred to as CTI) call processing subsystem enables screen pop and synchronized transfer of the customer's information is displayed on the operator's screen; call tracking and management; telephone smart routing computer-based; personal greetings; incoming and outgoing management; seat terminal "soft phone" feature; a call online recording function. 而到现在,CTI技术已经发展成“计算机电信集成”技术(Computer Telecommunication Integration),即其中的“Τ” 已经发展成“Telecommunication”,这意味着目前的CTI技术不仅要处理传统的电话语音,而且要处理包括传真、电子邮件等其它形式的信息媒体。 And now, CTI technology has evolved into a "computer telecommunications integration" technology (Computer Telecommunication Integration), in which the "Τ" has developed into a "Telecommunication", which means that the current CTI technology should not only deal with traditional voice telephony, and to deal with include other forms of fax, e-mail and other information media.

[0005] 交互式语音应答(IVR)子系统中,用户只须用电话发起呼叫即可进入服务中心, 根据操作提示收听手机娱乐产品。 [0005] Interactive Voice Response (IVR) subsystem, the user only has to enter the telephone call initiated by the service center, prompts to listen to mobile entertainment products operations. 呼叫中心可以根据用户输入的内容播放有关的信息。 Call centers can play information relating to the user input.

[0006] 自动呼叫分配(ACD)子系统也称自动排队机,负责客户电话的均衡分配,系统能够实时跟踪坐席上下文并依此生成有效坐席队列,依据排队算法,将呼叫插入最合适的坐席队列。 [0006] Automatic Call Distribution (ACD), also known as Automatic Queue subsystem is responsible for a balanced distribution of customer calls, the system can track the real-time agent context and so generate a valid agent queue, based on queuing algorithm, the call will insert the most appropriate agent queue . 系统可以根据实际需要随时更改来电处理方法。 The system may need to change the actual call processing method.

[0007] 随着目前移动通信技术的发展,呼叫中心中坐席已经不再是那些固定于办公室的专职呼叫人员,这些呼叫人员可以通过移动的方式提供呼叫,进而,社会上的任何人员都可以成为一个兼职的呼叫人员。 [0007] With the current development of mobile communication technology, call center agents no longer a full-time staff call those fixed in the office, these calls can provide call by mobile way, then, anyone in the community can become call a part-time staff. 如何为用户找到正确、合适的坐席为之服务目前也没有相应的技术。 How to find the right users with the right agent to serve and there are no appropriate technology.

发明内容 SUMMARY

[0008] 本发明要解决的技术问题是提供一种呼叫中心及呼叫方法及客户端及坐席服务端,解决如何自动为用户接续较优坐席的问题。 [0008] The present invention is to solve the technical problem of providing a method and a call center and a call agent server and a client, how to solve the connection automatically for the user agent Jiaoyou problem.

[0009] 为了解决上述技术问题,本发明提供了一种呼叫中心,其中,所述呼叫中心包括评价管理模块和自动业务功能模块;所述评价管理模块,用于管理坐席评价信息;所述自动业务功能模块,用于收到客户端的业务请求信息后,根据所述业务请求信息向所述评价管理模块查询一个或多个坐席评价信息,并将查询到的坐席评价信息以及相应坐席信息发送至客户端,将客户端选择的坐席确定为目标坐席。 [0009] To solve the above problems, the present invention provides a call center, wherein the center comprises a call management module, and automatic evaluation service function module; the evaluation management module for managing evaluation information agent; the automatic service function module, for receiving the client after the service request information according to the service information query request of one or more agents to the evaluation of the evaluation information management module, and sending a query to the evaluation information and the corresponding seating information to the agent the client, the client agent selected as a target seat.

[0010] 进一步地,上述呼叫中心还可以具有以下特点:[0011] 所述呼叫中心还包括人工业务功能模块; [0010] Further, the call center may also have the following feature: the [0011] Call center further comprises a service function module of doing;

[0012] 所述自动业务功能模块,还用于将所述业务请求信息发送至人工业务功能模块; The [0012] automatic service function module is further configured to send the service request to the service function module doing;

[0013] 所述评价管理模块,还用于管理客户端评价信息; [0013] The evaluation management module is further used for the evaluation information management client;

[0014] 所述人工业务功能模块,用于收到业务请求信息后,根据从所述评价管理模块获取的客户端评价信息和/或坐席评价信息将所述业务请求信息在所述目标坐席对应队列中排队。 [0014] doing the service function module, after receiving the service request for information, information corresponding to the target agent in accordance with the evaluation acquired from the information management module client evaluation and / or agent reviews the service request queue queue.

[0015] 进一步地,上述呼叫中心还可以具有以下特点: [0015] Further, the call center may also have the following characteristics:

[0016] 所述自动业务功能模块,还用于在目标坐席为客户端提供服务后,向所述目标坐席发送为所述客户端进行评价的请求,和/或向所述客户端发送为所述目标坐席进行评价的请求,还用于收到所述目标坐席和/或所述客户端的评价后发送至所述评价管理模块。 After [0016] The automatic service function module is further configured to provide services to clients at the target agent, the target agent to send to the client evaluation request, and / or to send to the client as the request is described later evaluation target agent, but also for evaluating the received target agent and / or the client is sent to the evaluation and management module.

[0017] 进一步地,上述呼叫中心还可以具有以下特点: [0017] Further, the call center may also have the following characteristics:

[0018] 所述人工业务功能模块,还用于将所述客户端评价信息发送给所述目标坐席。 [0018] The artificial service function module is further configured to send the client information to the evaluation target agent.

[0019] 进一步地,上述呼叫中心还可以具有以下特点: [0019] Further, the call center may also have the following characteristics:

[0020] 所述评价管理模块,还用于向客户端提供对坐席评价的管理,根据客户端的操作对坐席评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除; [0020] The evaluation management module is further configured to provide management of the evaluation to the client agent, the agent corresponding to the operation information according to the evaluation of the client operation, said operation comprising at least one of: add, modify, delete;

[0021] 所述客户端,用于基于客户端标识查找曾经提供服务的坐席,对相应的坐席进行 [0021] The client for agent-based client identification to find who provide services for corresponding seating

评价管理。 Evaluation management.

[0022] 进一步地,上述呼叫中心还可以具有以下特点: [0022] Further, the call center may also have the following characteristics:

[0023] 所述评价管理模块,还用于向坐席提供对客户端的评价的管理,根据坐席的操作对客户端评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除; [0023] The evaluation management module is further configured to provide management of the evaluation to the client agent, the client evaluation information corresponding operation according to the operation of the agent, the operations comprising at least one of: add, modify, delete;

[0024] 所述坐席,用于基于坐席标识查找曾经服务的客户端,对相应的客户端进行评价管理。 [0024] The agent, based on the client agent identifier lookup service once, the corresponding client evaluation and management.

[0025] 为了解决上述技术问题,本发明提供了一种呼叫中心用户客户端,其中,所述用户客户端,用于向呼叫中心发送业务请求,根据接收到的所述呼叫中心返回的坐席评价信息及坐席信息选择坐席,将选定的坐席通知至呼叫中心;还用于在接受坐席提供的服务后,对所述坐席进行评价,并将评价结果发送至呼叫中心。 [0025] To solve the above problems, the present invention provides a call center client user, wherein the user client, for sending a service request to the call center, evaluated according to the agent receiving the call center to return the agent information and information selection agent, the selected notification to the call center agents; further configured to, after receiving the service provided by the agent, the agent was evaluated, and the evaluation results are sent to the call center.

[0026] 为了解决上述技术问题,本发明提供了一种呼叫中心坐席服务端,其中,所述坐席服务端,用于向客户端提供服务,还用于对其服务过的客户端进行评价。 [0026] To solve the above problems, the present invention provides a server call center agent, wherein said agent server, for providing a service to a client, for further evaluation of their clients served.

[0027] 进一步地,上述坐席客户端还可以具有以下特点: [0027] Further, the client agent may also have the following characteristics:

[0028] 所述坐席服务端,还用于收到呼叫中心发送的为所述客户端进行评价的请求后, 将评价信息返回至呼叫中心。 [0028] The agent server, receives a request for further evaluation of the call center is sent back to the client, the evaluation information back to the call center.

[0029] 为了解决上述技术问题,本发明提供了一种呼叫系统,其中,包括权利要求1至5 中所述的任一呼叫中心、权利要求6所述的客户端、权利要求7或8所述的坐席服务端。 [0029] To solve the above problems, the present invention provides a calling system, comprising any one of claim 1 to 5, in a call center as claimed in claim client according to claim 6, claim 7 or 8 the server agent described later.

[0030] 为了解决上述技术问题,本发明提供了一种呼叫方法,其中,呼叫中心收到客户端的业务请求信息后,根据所述业务请求信息查询一个或多个坐席评价信息,并将查询到的坐席评价信息以及相应坐席信息发送至客户端,将客户端选择的坐席确定为目标坐席。 [0030] To solve the above problems, the present invention provides a calling method, wherein, after receiving the call center service the client request message, the service request information according to one or more agents query evaluation information, and the query seating the evaluation information and the corresponding information is sent to the client agent, the client agent selected as a target agent.

[0031] 进一步地,上述呼叫方法还可以具有以下特点: [0031] Further, the paging method may have the following characteristics:

[0032] 所述呼叫中心根据从所述评价管理模块获取的客户端评价信息和/或坐席评价信息将所述业务请求信息在所述目标坐席对应队列中排队。 [0032] The call center according to the evaluation acquired from the information management module client evaluation and / or service agent reviews the request queue queuing information corresponding to the target agent. [0033] 进一步地,上述呼叫方法还可以具有以下特点: [0033] Further, the paging method may have the following characteristics:

[0034] 所述呼叫中心在目标坐席为客户端提供服务后,向所述目标坐席发送为所述客户端进行评价的请求,和/或向所述客户端发送为所述目标坐席进行评价的请求,接收所述目标坐席和/或所述客户端的评价。 [0034] After the call center agent to target service clients, the target transmits to the client agent to evaluate the request, and / or transmitted to the client agent of the target of evaluation evaluation of the request, receiving the target agent and / or the client.

[0035] 进一步地,上述呼叫方法还可以具有以下特点: [0035] Further, the paging method may have the following characteristics:

[0036] 所述呼叫中心向客户端提供对坐席评价的管理,所述客户端基于客户端标识查找曾经提供服务的坐席对相应的坐席进行评价管理,所述呼叫中心根据客户端的操作对坐席评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除; [0036] The management of the call center agent to evaluate client, the client identification and services to find an agent who provides the corresponding agent was evaluated based on the management client, an operation of the call center agent to client evaluation corresponding operation information, the operation comprises at least one of: add, modify, delete;

[0037] 所述呼叫中心向坐席提供对客户端评价的管理,所述坐席基于坐席标识查找曾经服务过的客户端对相应的客户端进行评价管理,所述呼叫中心根据坐席的操作对客户端评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除。 [0037] The call center manager to evaluate the client agent, the agent based on agent identification have served to find the corresponding client evaluation management client, an operation of the call center agent to the client the evaluation information corresponding operations, the operations comprising at least one of: add, modify, delete.

[0038] 本发明的方案可以为用户自动接续较优坐席,可节省呼叫人员的人工操作,提供呼叫系统的智能性。 [0038] The embodiment of the present invention may be automatically connecting Jiaoyou user agent, the call can save manual personnel, to provide intelligent call system.

附图说明 BRIEF DESCRIPTION

[0039] 图1是实施例中呼叫中心的结构示意图; [0039] FIG. 1 is a schematic structural diagram of the embodiment of the call center;

[0040] 图2是具体实施例中的呼叫方法的流程图。 [0040] FIG 2 is a flowchart of a method call specific embodiments.

具体实施方式 Detailed ways

[0041] 本方案中提供了为坐席和呼叫用户之间提供一个相互评价的系统和方法;呼叫方法包括:呼叫中心收到客户端的业务请求信息后,根据所述业务请求信息查询一个或多个坐席评价信息,并将查询到的坐席评价信息以及相应坐席信息发送至客户端,将客户端选择的坐席确定为目标坐席。 [0041] The present embodiment is provided between the agent and the calling subscriber to provide a system and method for mutual evaluation; paging method comprising: a call center after receiving the client's service request, the one or more query request information according to the service seating the evaluation information, and the agent sending a query to the evaluation information and the corresponding information to the client agent, the client agent selected as a target agent.

[0042] 本方案中的坐席评价信息可以是分类的评价信息,例如可以包括一个或者多个项,例如:服务态度、专业知识熟悉度、在线时间充足程度、其它等。 [0042] agent reviews the program can be evaluated classified information, for example, may include one or more items, such as: service attitude, professional knowledge familiarity, online time sufficient extent, other and so on. 还可以将坐席评价信息的内容分成等级,可以根据多客户端的评价整体为坐席确定一等级,也可以在上述多个项中分别设置等级,呼叫中心可以优先选择整体等级较高的坐席或者某一项中等级较高的坐席。 Also agent content evaluation information may be divided into levels, the agent may be determined according to a level of overall rating multiple clients, may be provided at the level of each of the plurality of items, the call center can select a higher overall level of priority, or some agent higher entry level agents.

[0043] 所述呼叫中心根据从所述评价管理模块获取的客户端评价信息和/或坐席评价信息将所述业务请求信息在所述目标坐席对应队列中排队。 [0043] The call center according to the evaluation acquired from the information management module client evaluation and / or service agent reviews the request queue queuing information corresponding to the target agent. 具体的方式是:呼叫中心在和客户端交互确定目标坐席后,在将业务请求进行排队时,根据目标坐席对应的队列的属性进行排队,包括: Is specific: the call center and a client interactions after determining a target agent, when service requests are queued, the queued queue according to an attribute corresponding to the target agent, comprising:

[0044] 当目标坐席对应有多个队列时,则根据用户评价信息和/或坐席评价信息,确定某个队列,然后将客户端的请求信息放入相应的队列中进行排队; [0044] When a plurality of queues corresponding to the target agent, the evaluation information according to the user and / or agents evaluation information, determining a queue, then the client will request information into the appropriate queue to be queued;

[0045] 当目标坐席对应只有一个队列时,则基于用户评价信息和/或坐席评价信息作为排队的权重,进行队列。 [0045] When only one queue corresponding to the target agent, based on user evaluation information, and / or as a weight agent reviews queued weight of queues. 通常,这种情况依据于产品实现者的具体算法,评价信息只为权重 Typically, in this case based on a specific algorithm's product realization, evaluation information only for the weight

因素之一。 One of the factors.

[0046] 所述呼叫中心在目标坐席为客户端提供服务后,向所述目标坐席发送为所述客户端进行评价的请求,和/或向所述客户端发送为所述目标坐席进行评价的请求,收到所述目标坐席和/或所述客户端的评价后保存。 [0046] After the call center agent to target service clients, the target transmits to the client agent to evaluate the request, and / or transmitted to the client agent of the target of evaluation after storage request, evaluating the received target agent and / or the client. 呼叫中心向用户提示对当前服务的坐席进行打分的具体方式可以是语音方式、文本方式、Web方式等。 Call center agents tips specific embodiments of the current scoring services to the user can be by voice, text, Web methods. 呼叫中心向用户提供可以打分的项, 可以包括一个或者多个项,例如:服务态度、专业知识熟悉度、其它等。 Call centers can provide users with scoring items, may include one or more items, such as: service attitude, professional knowledge familiarity, other and so on.

[0047] 所述呼叫中心向客户端提供对坐席评价的管理,所述客户端基于客户端标识查找曾经提供服务的坐席对相应的坐席进行评价管理,所述呼叫中心根据客户端的操作对坐席评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除。 [0047] The management of the call center agent to evaluate client, the client identification and services to find an agent who provides the corresponding agent was evaluated based on the management client, an operation of the call center agent to client evaluation corresponding operation information, the operation comprises at least one of: add, modify, delete. 客户端可以在服务结束后暂不评价,在过一段时间后向呼叫中心请求添加评价,或者,在服务结束进行评价后,在过一段时间后呼叫中心请求修改评价。 The client can temporarily evaluated at the end of the service, the call request is added to the evaluation center after a period of time, or after evaluation at the end of the service, the call center a revised request after some time.

[0048] 所述呼叫中心向坐席提供对客户端评价的管理,所述坐席基于坐席标识查找曾经服务过的客户端对相应的客户端进行评价管理,所述呼叫中心根据坐席的操作对客户端评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除。 [0048] The call center manager to evaluate the client agent, the agent based on agent identification have served to find the corresponding client evaluation management client, an operation of the call center agent to the client the evaluation information corresponding operations, the operations comprising at least one of: add, modify, delete. 坐席可以在服务结束后暂不评价,在过一段时间后向呼叫中心请求添加评价,或者,在服务结束进行评价后,在过一段时间后呼叫中心请求修改评价。 Agent can be evaluated at the end of the service temporarily, a request to add to the call center in the evaluation after a period of time, or after evaluation at the end of the service, the call center a revised request after some time.

[0049] 本方法中,坐席在与呼叫中心建立连接时,坐席可以获知将要服务的用户的已有的评价情况,并且基于评价信息决定是否愿意提供服务或者提供什么样的服务等。 [0049] In this method, an agent at the time of establishing a connection with the call center, the agent can be informed evaluation of existing users to be served, and evaluated based on the information decide whether they wish to provide services or provide any kind of services.

[0050] 如图1所示,呼叫中心包括自动业务功能模块101,评价管理模块102、人工业务功能模块103。 [0050] As shown in FIG 1 includes an automatic call center service function module 101, evaluation management module 102, module 103 doing business function.

[0051] 评价管理模块102,用于管理坐席评价信息; [0051] Evaluation of management module 102 for managing the agent evaluation information;

[0052] 自动业务功能模块101,用于收到客户端的业务请求信息后,根据所述业务请求信息向所述评价管理模块102查询一个或多个坐席评价信息,并将查询到的坐席评价信息以及相应坐席信息发送至客户端,将客户端选择的坐席确定为目标坐席。 [0052] The automatic service function module 101, for service after receiving the client request message, the service request information according to a query evaluation information or more agents, and agents to query evaluation information to the management module 102 reviews and corresponding information is sent to the client agent, the client agent selected as a target agent.

[0053] 自动业务功能模块101,还用于将所述业务请求信息发送至人工业务功能模块103 ; [0053] The automatic service function module 101 is further configured to send the service request to the service function module 103 doing;

[0054] 所述评价管理模块102,还用于管理客户端评价信息; [0054] The evaluation management module 102, for further evaluation information management client;

[0055] 人工业务功能模块103,用于收到业务请求信息后,根据从所述评价管理模块102 获取的客户端评价信息和/或坐席评价信息在所述目标坐席对应队列中排队。 [0055] Artificial service function module 103, after receiving a service request, based on the client queue queuing evaluation information and / or seat 102 evaluation information acquired from the evaluation corresponding to the target management agent module.

[0056] 自动业务功能模块101,还用于在目标坐席为客户端提供服务后,向所述目标坐席发送为所述客户端进行评价的请求,和/或向所述客户端发送为所述目标坐席进行评价的请求,还用于收到所述目标坐席和/或所述客户端的评价后发送至所述评价管理模块。 [0056] The automatic service function module 101 is further configured to target the agent to the client service, the target agent sends the client request to the evaluation, and / or to send to the client the after evaluation of the request target agent, but also for evaluating the received target agent and / or the client is sent to the evaluation and management module.

[0057] 人工业务功能模块103,还用于将所述客户端评价信息发送给所述目标坐席。 [0057] Artificial service function module 103, the client further configured to evaluate the information to the target agent.

[0058] 评价管理模块102,还用于向客户端提供对坐席评价的管理,根据客户端的操作对坐席评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除;客户端,用于基于客户端标识查找曾经提供服务的坐席,对相应的坐席进行评价管理。 [0058] Evaluation management module 102 is further configured to provide the management of the client agent evaluation, the corresponding operation according to the operation of the evaluation information agent client, the operations comprising at least one of: add, modify, delete; client , based on the client identifier seeking seats have to provide services, the corresponding seat evaluate management.

[0059] 所述评价管理模块102,还用于向坐席提供对客户端的评价的管理,根据坐席的操作对客户端评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除; [0059] The evaluation management module 102 is further configured to provide management of the evaluation to the client agent, the client evaluation information corresponding operation according to the operation of the agent, the operations comprising at least one of: add, modify, delete ;

[0060] 所述坐席,用于基于坐席标识查找曾经服务的客户端,对相应的客户端进行评价管理。 [0060] The agent, based on the client agent identifier lookup service once, the corresponding client evaluation and management.

[0061] 本系统中用户客户端,用于向呼叫中心发送业务请求,根据接收到的所述呼叫中心返回的坐席评价信息及坐席信息选择坐席,将选定的坐席通知至呼叫中心;还用于在接受坐席提供的服务后,对所述坐席进行评价,并将评价结果发送至呼叫中心。 [0061] The present system user client, for sending a service request to the call center agent selected according to the received return the call center agent and seating information evaluation information, the selected notification to the call center agents; with further after receiving the service to provide the seat, the seat is evaluated, and the evaluation results are sent to the call center.

[0062] 本系统中的坐席服务端,用于向客户端提供服务,还用于对其服务过的客户端进行评价,具体的,在收到呼叫中心发送的为所述客户端进行评价的请求后,将评价信息返回至呼叫中心。 [0062] This system service agent side, for providing a service to a client, for further evaluation of their services through a client, specifically, were evaluated for the receipt of the client's call center transmits after the request, the evaluation information back to the call center.

[0063] 下面通过附图详细说明本发明。 The present invention is illustrated by the drawings in detail [0063] below.

[0064] 如图2所示,呼叫方法包括以下步骤: [0064] As shown, the paging method comprising steps of 2:

[0065] 步骤1,客户端向呼叫中心发起业务请求; [0065] Step 1, the client initiates a service request to the call center;

[0066] 步骤2,客户端与自动业务模块进行业务交互,在自动业务模块的导航下,进行自动业务交互,如IVR、IVVR等; [0066] Step 2, the automatic service client service interaction module, a service module at the automatic navigation, automatic service interaction, such as IVR, IVVR the like;

[0067] 步骤3,自动业务模块与评价模块进行交互,获取相应的坐席的评价信息; [0067] Step 3, the service module and the evaluation module automatically interact obtain evaluation information corresponding to the agent;

[0068] 自动业务模块可以根据评价信息选择一个或多个满足客户端业务请求的坐席。 [0068] The module may automatically select a service according to the evaluation information satisfies one or more client service request agent.

[0069] 步骤4,自动业务模块将评价信息连同相应的坐席的信息返回到客户端; [0069] Step 4, the service module automatically returns the information together with the evaluation information corresponding to the client agent;

[0070] 步骤5,客户端基于评价信息选择坐席; [0070] Step 5, the client agent selection based on the evaluation information;

[0071] 步骤6,客户端将选择出的坐席通知至自动业务模块; [0071] Step 6, the client agent selected automatically notifies the service module;

[0072] 步骤7,自动业务模块将客户端选择的坐席作为目标坐席,将指示所述目标坐席的业务请求信息发送到人工业务模块; [0072] Step 7, the client service module automatically selected as the target agent agent, indicating that the target agent's service request information to the service module artificial;

[0073] 步骤8,人工业务功能模块向评价管理模块请求获取用户的评价信息; [0073] Step 8, request a service function module of doing evaluation information to the user evaluation management module;

[0074] 步骤9,人工业务功能模块基于此评价信息将所述业务请求信息在目标坐席的队列排队; [0074] Step 9, based on this artificial service function module reviews the service request is queued in a target agent's queue;

[0075] 步骤10,目标坐席可用时,人工业务功能模块将信息转发到坐席; [0075] Step 10, when the target agent is available, doing business function module forwards the information to the agent;

[0076] 步骤11,目标坐席为所述客户端提供与业务请求信息对应的业务服务。 [0076] Step 11, the target service request agent provides a corresponding service to the client.

[0077] 需要说明的是,在不冲突的情况下,本申请中的实施例及实施例中的特征可以相互任意组合。 [0077] Incidentally, in the case of no conflict, embodiments and features of embodiments of the present application may be arbitrarily combined with each other.

[0078] 当然,本发明还可有其他多种实施例,在不背离本发明精神及其实质的情况下,熟悉本领域的技术人员可根据本发明作出各种相应的改变和变形,但这些相应的改变和变形都应属于本发明所附的权利要求的保护范围。 [0078] Of course, the present invention may have various other embodiments without departing from the spirit and the essence of the present invention, those skilled in the art can make various corresponding modifications and variations according to the present invention, but these corresponding modifications and variations shall fall within the scope of the appended claims.

[0079] 本领域普通技术人员可以理解上述方法中的全部或部分步骤可通过程序来指令相关硬件完成,所述程序可以存储于计算机可读存储介质中,如只读存储器、磁盘或光盘等。 [0079] Those of ordinary skill in the art will be appreciated that the above-described method may be all or part of the steps by a program instructing relevant hardware is completed, the program may be stored in a computer-readable storage medium, such as read only memory, etc., magnetic or optical disk. 可选地,上述实施例的全部或部分步骤也可以使用一个或多个集成电路来实现。 Alternatively, all or part of the steps of the above-described embodiments may be implemented using one or more integrated circuits. 相应地,上述实施例中的各模块/模块可以采用硬件的形式实现,也可以采用软件功能模块的形式实现。 Accordingly, each module / modules of the embodiments may be employed in the form of hardware, software functional modules may also be implemented. 本发明不限制于任何特定形式的硬件和软件的结合。 The present invention is not limited to any specific combination of hardware and software form.

Claims (14)

1. 一种呼叫中心,其中,所述呼叫中心包括评价管理模块和自动业务功能模块;所述评价管理模块,用于管理坐席评价信息;所述自动业务功能模块,用于收到客户端的业务请求信息后,根据所述业务请求信息向所述评价管理模块查询一个或多个坐席评价信息,并将查询到的坐席评价信息以及相应坐席信息发送至客户端,将客户端选择的坐席确定为目标坐席。 A call center, wherein the center comprises a call management module, and automatic evaluation service function module; the evaluation management module for managing evaluation information agent; the automatic service function module, for receiving the client's business after the request message, according to the service request information to the evaluation of the one or more management agent module queries the evaluation information, and the agent sending a query to the evaluation information and the corresponding information to the client agent, the client agent is determined to be selected target seats.
2.如权利要求1所述的呼叫中心,其特征在于,所述呼叫中心还包括人工业务功能模块;所述自动业务功能模块,还用于将所述业务请求信息发送至人工业务功能模块;所述评价管理模块,还用于管理客户端评价信息;所述人工业务功能模块,用于收到业务请求信息后,根据从所述评价管理模块获取的客户端评价信息和/或坐席评价信息将所述业务请求信息在所述目标坐席对应队列中排队。 2. The call center according to claim 1, wherein the call center further comprises a service function module of doing; the automatic service function module is further configured to send the service request to the service function module doing; the evaluation management module is further used for the evaluation information management client; doing the service function module, after receiving a service request, based on the client information acquired from the evaluation of the evaluation management module and / or agents reviews the service request queue queuing information corresponding to the target agent.
3.如权利要求2所述的呼叫中心,其特征在于,所述自动业务功能模块,还用于在目标坐席为客户端提供服务后,向所述目标坐席发送为所述客户端进行评价的请求,和/或向所述客户端发送为所述目标坐席进行评价的请求,还用于收到所述目标坐席和/或所述客户端的评价后发送至所述评价管理模块。 3. The call center according to claim 2, characterized in that the automatic service function module is further configured to provide services to the client agent in the target, transmitting to the client agent to the target of evaluation request, and / or transmitted to the client agent of the target request evaluation, the evaluation is further configured to receive the management module transmits to the evaluation of the target agent and / or the client.
4.如权利要求2或3所述的呼叫中心,其特征在于,所述人工业务功能模块,还用于将所述客户端评价信息发送给所述目标坐席。 2 or call center as claimed in claim 3, wherein said manual service function module is further configured to send the target agent to the evaluation information to the client.
5.如权利要求1所述的呼叫中心,其特征在于,所述评价管理模块,还用于向客户端提供对坐席评价的管理,根据客户端的操作对坐席评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除;所述客户端,用于基于客户端标识查找曾经提供服务的坐席,对相应的坐席进行评价管理。 5. A call center according to claim 1, wherein said evaluation management module is further configured to provide management of the evaluation to the client agent, the corresponding operation according to the operation of the evaluation information agent client, the operation including at least one of: add, modify, delete; the client for agent-based client identity lookup services have been provided, the corresponding seat evaluate management.
6.如权利要求2所述的呼叫中心,其特征在于,所述评价管理模块,还用于向坐席提供对客户端的评价的管理,根据坐席的操作对客户端评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除;所述坐席,用于基于坐席标识查找曾经服务的客户端,对相应的客户端进行评价管理。 6. The call center according to claim 2, wherein said evaluation management module is further configured to provide management of the evaluation to the client agent, the client evaluation information corresponding operation according to the operation of the agent, the operation comprises at least one of: add, modify, delete; the agent, was used to find the client based service agent identifier, the corresponding client evaluation and management.
7. —种呼叫中心用户客户端,其中,所述用户客户端,用于向呼叫中心发送业务请求,根据接收到的所述呼叫中心返回的坐席评价信息及坐席信息选择坐席,将选定的坐席通知至呼叫中心;还用于在接受坐席提供的服务后,对所述坐席进行评价,并将评价结果发送至呼叫中心。 7. - kind of call center client user, wherein the user client, for sending a service request to the call center agent selected according to the agent, and the evaluation information of the call center agent receives the information returned, the selected notification to the call center agent; further configured to, after receiving the service provided by the agent, the agent was evaluated, and the evaluation results are sent to the call center.
8. 一种呼叫中心坐席服务端,其中,所述坐席服务端,用于向客户端提供服务,还用于对其服务过的客户端进行评价。 A call center agents server, wherein the server agent, for providing a service to a client, for further evaluation of their clients served.
9.根据权利要求7所述的坐席客户端,其特征还包括:所述坐席服务端,还用于收到呼叫中心发送的为所述客户端进行评价的请求后,将评价信息返回至呼叫中心。 9. The agent as claimed in claim client of claim 7, further comprising: after said agent server, receives a request for further evaluation of the client's call center sends the evaluation information is returned to call center.
10. —种呼叫系统,其中,包括权利要求1至5中所述的任一呼叫中心、权利要求6所述的客户端、权利要求7或8所述的坐席服务端。 10. - species call system, comprising 1 to 5 according to any one of the call center as claimed in claim client according to claim 6, 7 or server agent according to claim 8. CN 102546986 A CN 102546986 A
11. 一种呼叫方法,其中,呼叫中心收到客户端的业务请求信息后,根据所述业务请求信息查询一个或多个坐席评价信息,并将查询到的坐席评价信息以及相应坐席信息发送至客户端,将客户端选择的坐席确定为目标坐席。 A paging method in which, after receiving the client call center service request, the service request information according to one or more agents query evaluation information, and the agent sending a query to the evaluation information and the corresponding information to the client agent end, the client agent selected as a target seat.
12.如权利要求10所述的呼叫方法,其特征在于,所述呼叫中心根据从所述评价管理模块获取的客户端评价信息和/或坐席评价信息将所述业务请求信息在所述目标坐席对应队列中排队。 12. The paging method according to claim 10, characterized in that, the call center according to the evaluation acquired from the information management module client evaluation and / or agents evaluation information in the service request to the target agent queue corresponding to the queue.
13.如权利要求10所述的呼叫方法,其特征在于,所述呼叫中心在目标坐席为客户端提供服务后,向所述目标坐席发送为所述客户端进行评价的请求,和/或向所述客户端发送为所述目标坐席进行评价的请求,接收所述目标坐席和/或所述客户端的评价。 13. The paging method according to claim 10, characterized in that, after the call center services to clients in the target agent, the target agent sends the client request to the evaluation, and / or to the client sends a request to the evaluation of the target agent, the target agent receiving the evaluation and / or the client.
14.如权利要求10所述的呼叫方法,其特征在于,所述呼叫中心向客户端提供对坐席评价的管理,所述客户端基于客户端标识查找曾经提供服务的坐席对相应的坐席进行评价管理,所述呼叫中心根据客户端的操作对坐席评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除;所述呼叫中心向坐席提供对客户端评价的管理,所述坐席基于坐席标识查找曾经服务过的客户端对相应的客户端进行评价管理,所述呼叫中心根据坐席的操作对客户端评价信息进行相应操作,所述操作包括以下至少一种:增加、修改、删除。 14. The paging method according to claim 10, characterized in that, the call center agent management of the evaluation to the client, the client based on the client identifier lookup service agent once the agent corresponding evaluation management, the operation of the call center agent client evaluation information corresponding to the operation, the operation comprising at least one of: add, modify, delete; the call center manager to evaluate the client agent, the agent Find a seat based on the identification of clients have served on the appropriate client management to evaluate the call center client evaluation information corresponding operation according to the operation seats, the operations comprising at least one of: add, modify, delete .
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