CN105323393A - Call center realizing method and device - Google Patents

Call center realizing method and device Download PDF

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CN105323393A
CN105323393A CN201410441991.7A CN201410441991A CN105323393A CN 105323393 A CN105323393 A CN 105323393A CN 201410441991 A CN201410441991 A CN 201410441991A CN 105323393 A CN105323393 A CN 105323393A
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call center
virtual call
combination
resource
virtual
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CN105323393B (en
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陈欣
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China Mobile Group Jiangsu Co Ltd
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China Mobile Group Jiangsu Co Ltd
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Abstract

The invention discloses a call center realizing method. The method comprises: establishing a plurality of virtual call centers in a call center system and forming N combinations through all of the virtual call centers, wherein N is a positive integer; and classifying combinations in which the ratios of all virtual call center resource concurrence use maximum values in each combination to the sum of each virtual call center resource use maximum value in each combination are minimum into a virtual call center pool. The invention further discloses a call center realizing device.

Description

A kind of implementation method of call center and device
Technical field
The present invention relates to the communication technology, particularly relate to a kind of implementation method and device of call center.
Background technology
Along with the fast development of the communication technology, call center becomes a popular industry, and along with every profession and trade sets up growing to even greater heights of call center's demand, the construction of call center have also been obtained fast development; At present, following scheme is taked in the construction of outsourcing call center usually: operator builds a set of physical call central platform, in a call heart platform divides multiple Virtual Call Center; For client and consumer, the geographical distribution in each Virtual Call Center place is multipoint mode, and the access device of employing and technological means are a centralized access in ground, and distribute calling unitedly in Virtual Call Center; Utilize this feature of Virtual Call Center, multiple different Virtual Call Center can be realized in same set of Call Center Platform; Therefore, no matter Customer Service Representative is positioned at where, and calling can go to and have corresponding technical ability, available Customer Service Representative by Virtual Call Center.
The composition structural representation of call center system, as shown in Figure 1, the call platform of Virtual Call Center system is used for carrying out unified access to the call request of user, and according to information such as the access codes in call request, this call request is forwarded to corresponding Virtual Call Center; Computer telephone integration (ComptuterTelephonyIntegration, the CTI) module of this Virtual Call Center this Virtual Call Center have corresponding available attend a banquet time, this call request is transferred to the available of Virtual Call Center and attends a banquet; This Virtual Call Center without accordingly available attend a banquet time, process that this calling is ranked.
Feel concerned about in system when there is multiple Virtual Call Center in a call, a kind of call center resource method of salary distribution is the resource parameters of each Virtual Call Center, as: number of attending a banquet, interactive voice answering (InteractiveVoiceResponse, IVR) passage etc., just set when virtual center is set up, due to the peak traffic time difference all to some extent of each Virtual Call Center, therefore may there is certain Virtual Call Center of certain time period cannot incoming call, and the situation of another Virtual Call Center resource free time, the waste causing resource and the user satisfaction waited in line decline, the resource distribution mode of another kind of call center allocates less resource in advance, feels concerned about system in a call when being depleted to certain threshold value, as: resource consumption reaches 75% of default resource, increases and decreases dynamically the resource of call center, but the resource of dynamic assignment call center can cause the consumption of call center system resource, call center system resource migration also can cause call center system unstable frequently.
Summary of the invention
In view of this, the embodiment of the present invention expects the implementation method and the device that provide a kind of call center, can optimize call center system resource distribution, avoid the call center system unsteadiness that call center system resource migration causes.
The technical scheme of the embodiment of the present invention is achieved in that
The embodiment of the present invention provides a kind of implementation method of call center, feels concerned about in a call on system and sets up multiple Virtual Call Center, all Virtual Call Center are formed N number of combination, and N is positive integer; The minimum combination of the ratio of the summation of maximum is used to be divided into a Virtual Call Center pond the concurrent use maximum of the resource parameters of all Virtual Call Center in combination and each Virtual Call Center resource in combination.
Preferably, described method also comprises: by unallocated enter Virtual Call Center pond Virtual Call Center formed M combination, combination minimum for ratio described in each combination is divided into a Virtual Call Center pond, until minimum ratio is greater than first threshold, M is positive integer.
Preferably, describedly use the minimum combination of the ratio of the summation of maximum to be divided into a Virtual Call Center pond the concurrent use maximum of the resource parameters of all Virtual Call Center in combination and the resource that takies of each Virtual Call Center in combination, comprising:
Add up the resource service condition in time of each Virtual Call Center, represent with R, R=F (t), t are the time; Calculate the concurrent use maximum of each Virtual Call Center resource in each combination, use R maxrepresent, n is the number of Virtual Call Center in combination, and i is positive integer, i ∈ [1, n]; The each Virtual Call Center resource calculated in each combination uses the summation of maximum, uses S maxrepresent, calculate R maxwith S maxratio, combination minimum for ratio is divided into a Virtual Call Center pond.
Preferably, described method also comprises: the stock number in Virtual Call Center pond is preset in configuration, makes the ratio of the concurrent use maximum of the resource of all Virtual Call Center in described Virtual Call Center pond and the stock number in default Virtual Call Center pond be not more than Second Threshold.
Preferably, before all Virtual Call Center are divided into N number of combination, described method also comprises: the stock number configuring each Virtual Call Center.
The embodiment of the present invention also provides a kind of implement device of call center, and described device comprises: first divides module and second divides module; Wherein,
Described first divides module, is positive integer for all Virtual Call Center being formed N number of combination N according to permutation and combination;
Described second divides module, for using the minimum combination of the ratio of the summation of maximum to be divided into a Virtual Call Center pond the concurrent use maximum of the resource parameters of all Virtual Call Center in combination and each Virtual Call Center resource in combination.
Preferably, described second divide module, also for by unallocated enter Virtual Call Center pond Virtual Call Center formed M combination, combination minimum for ratio described in each combination is divided into a Virtual Call Center pond, until minimum ratio is greater than first threshold, M is positive integer.
Preferably, described first divides module, and specifically for adding up the resource service condition in time of each Virtual Call Center, represent with R, R=F (t), t are the time; Calculate the concurrent use maximum of all Virtual Call Center resources in each combination, use R maxrepresent, n is the number of Virtual Call Center in combination, and i is positive integer, i ∈ [1, n]; The each Virtual Call Center resource calculated in each combination uses the summation of maximum, uses S maxrepresent, calculate R maxwith S maxratio, combination minimum for ratio is divided into a Virtual Call Center pond.
Preferably, described device also comprises: the first configuration module, specifically for configuring the stock number in default Virtual Call Center pond, the ratio of the concurrent use maximum of the resource of all Virtual Call Center in described Virtual Call Center pond and the stock number in default Virtual Call Center pond is made to be not more than Second Threshold.
Preferably, described device also comprises: the second configuration module, for configuring the stock number of each Virtual Call Center.
The implementation method of the call center that the embodiment of the present invention provides and device, feel concerned about in a call on system and set up multiple Virtual Call Center, all Virtual Call Center are formed N number of combination; The minimum combination of the ratio of the summation of maximum is used to be divided into a Virtual Call Center pond the concurrent use maximum of the resource parameters of all Virtual Call Center in combination and each Virtual Call Center resource in combination; Described Virtual Call Center shares the resource in the Virtual Call Center pond that it divides; So, shared the resource in the Virtual Call Center pond that it divides by Virtual Call Center, can optimize allocation of resources, economize on resources.
Accompanying drawing explanation
Fig. 1 is the composition structural representation of call center system;
Fig. 2 is the basic handling schematic flow sheet of the implementation method of embodiment of the present invention call center;
Fig. 3 is the detailed process schematic diagram of the implementation method of embodiment of the present invention call center;
Fig. 4 is the handling process schematic diagram in the resource management module division Virtual Call Center pond of embodiment of the present invention call center system;
Fig. 5 is the resource service condition schematic diagram in time of each Virtual Call Center of the embodiment of the present invention;
Fig. 6 is the division result schematic diagram in embodiment of the present invention Virtual Call Center pond;
Fig. 7 is the composition structural representation of the implement device of embodiment of the present invention call center.
Embodiment
In the embodiment of the present invention, feel concerned about in a call on system and set up multiple Virtual Call Center, all Virtual Call Center are formed N number of combination; The minimum combination of the ratio of the summation of maximum is used to be divided into a Virtual Call Center pond the concurrent use maximum of the resource parameters of all Virtual Call Center in combination and each Virtual Call Center resource in combination.
The basic handling flow process of the implementation method of embodiment of the present invention call center, as shown in Figure 2, comprises the following steps:
Step 101, forms N number of combination by all Virtual Call Center;
Particularly, according to permutation and combination, by all Virtual Call Center, this can form N number of combination, and N is positive integer.
Step 102, uses the minimum combination of the ratio of the summation of maximum to be divided into a Virtual Call Center pond the concurrent use maximum of the resource parameters of all Virtual Call Center in combination and a Virtual Call Center resource in combination;
Particularly, the resource management module of call center system adds up the resource service condition in time of each Virtual Call Center, and represent with R, R=F (t), t are the time; Calculate the concurrent use maximum of each Virtual Call Center resource in each combination, use R maxrepresent, n is the number of Virtual Call Center in combination, and i is positive integer, i ∈ [1, n]; The each Virtual Call Center resource calculated in each combination uses the summation of maximum, uses S maxrepresent; Calculate R maxwith S maxratio, combination minimum for ratio is divided into a Virtual Call Center pond.
After execution step 102, described method also comprises:
Step 103, to unallocated enter the Virtual Call Center in Virtual Call Center pond divide Virtual Call Center pond, and configure the stock number in each Virtual Call Center pond;
Concrete, the resource management module of call center system by unallocated enter the Virtual Call Center in Virtual Call Center pond form M combination, M is positive integer, and combination minimum for ratio described in each combination is divided into a Virtual Call Center pond, until minimum ratio is greater than first threshold; When described minimum ratio is greater than first threshold, resource is saved limited, consider the complexity of management and the factor such as risk of call center management system, unallocated enter the separate deployment of Virtual Call Center in Virtual Call Center pond, be not further subdivided into Virtual Call Center pond.The stock number in Virtual Call Center pond is preset in configuration, makes the ratio of the concurrent use maximum of the resource of all Virtual Call Center in described Virtual Call Center pond and the stock number in default Virtual Call Center pond be not more than Second Threshold; Described Virtual Call Center pond has all properties of Virtual Call Center, and each Virtual Call Center that the resource in described Virtual Call Center pond is its subordinate is shared; By the resource parameters value in pond, a configuration virtual call center, avoid the call center system that causes due to call center system resource migration frequently unstable;
Here, described first threshold and Second Threshold are 75%, the resource management module of call center system add up each Virtual Call Center resource service condition in time time, the cycle of statistics is determined by type of service; Described resource is a kind of resource that in each resource of Virtual Call Center, weight is the highest;
The weight of resource is determined by active calls center resources degree of contention, and adjusts according to practical operation situation.
Before execution step 101, described method also comprises: the resource management module of call center system is felt concerned about in a call on system and set up multiple Virtual Call Center, configures the stock number of each Virtual Call Center;
Feel concerned about the operation of system being set up multiple Virtual Call Center in a call only to perform when the implementation method of first time application call center of the present invention;
Wherein, the resource parameters of Virtual Call Center comprises: incoming/outgoing Telecommunication Lines way, database processing ability, concurrent response chains number, storage space of database, front end processor link number, automatic speech passage, operator attendance and other there is the resource type of competitive relation.
In the embodiment of the present invention, the resource of each Virtual Call Center service condition is in time divided Virtual Call Center pond as an influencing factor, be convenient to allocate the resource intelligent of call center system, avoid the risk of handover because the adjustment of passive Resourse Distribute causes, improve the resource utilization of call center system; As: telemarketing and customer service are two kinds of dissimilar typical call-center application, and telemarketing is generally applied in the non-work hours, carries out outgoing call at one's leisure; Customer service generally reaches peak traffic on weekdays; Both exist complementary in service window, COS, also there is the possibility of operation of avoiding the peak hour; The implementation method of call center described in the application embodiment of the present invention, telemarketing and customer service can be divided into a Virtual Call Center pond, the resource in Virtual Call Center pond supports the operation of telemarketing and the complementary Virtual Call Center of customer service two simultaneously, and the utilance of resource is greatly improved; Meanwhile, suitable resource can be reserved for each Virtual Call Center in advance in different time sections, avoid the resource reconfiguration triggered because peak traffic is arrived.
The detailed process of the implementation method of embodiment of the present invention call center, as shown in Figure 3, comprises the following steps:
Step 201, feels concerned about in a call on system and sets up multiple Virtual Call Center;
Here, feel concerned about in a call on system and set up Virtual Call Center A, Virtual Call Center B, Virtual Call Center C, Virtual Call Center D, Virtual Call Center E.
Step 202, configures the stock number of each Virtual Call Center;
Particularly, the stock number of each Virtual Call Center is configured according to customer demand;
Wherein, the resource parameters of described Virtual Call Center comprises: incoming/outgoing Telecommunication Lines way, database processing ability, concurrent response chains number, storage space of database, front end processor link number, automatic speech passage, operator attendance and other there is the resource type of competitive relation.
Step 203, forms N number of combination by all Virtual Call Center, and N is positive integer;
Particularly, according to permutation and combination, Virtual Call Center A, B, C, D, E are divided into following combination:
AB，AC，AD，AE，BC，BD，BE，CD，CE，ABC，ABD，ABE，ACD，ACE，BCD，BCE，BDE，CDE，ABCD，ABCE，ABDE，ACDE，BCDE，ABCDE。
Step 204, uses the minimum combination of the ratio of the summation of maximum to be divided into a Virtual Call Center pond the concurrent use maximum of the resource of all Virtual Call Center in combination and each Virtual Call Center resource in combination;
Particularly, the resource management module of embodiment of the present invention call center system divides Virtual Call Center pond, as shown in Figure 4, comprises the following steps:
Step a, adds up the resource service condition in time of each Virtual Call Center;
Here, represent the resource service condition in time of each Virtual Call Center with R=F (t), t is the time; In the embodiment of the present invention, the resource of Virtual Call Center A, Virtual Call Center B, Virtual Call Center C, Virtual Call Center D, Virtual Call Center E service condition in time as shown in Figure 5, the cycle of the resource service condition statistics in time of each Virtual Call Center is determined by type of service, and described resource is a kind of resource that in the resource parameters of Virtual Call Center, weight is the highest.
Step b, calculates the concurrent use maximum of all Virtual Call Center resources in each combination;
Here, the concurrent use maximum R of all Virtual Call Center resources in each combination maxrepresent, n is the number of Virtual Call Center in combination, and i is positive integer, i ∈ [1, n];
Step c, each Virtual Call Center resource calculated in each combination uses the summation of maximum;
Here, the resource summation S that all Virtual Call Center in each combination take maxrepresent, n is the number of group and interior Virtual Call Center, and i is positive integer, i ∈ [1, n].
Steps d, calculates the R of each combination maxwith S maxratio, combination minimum for ratio is divided into a Virtual Call Center pond;
Here, R maxwith S maxratio represent with V; In the embodiment of the present invention, R in each Virtual Call Center combination max, S max, V=R max/ S maxsignal table, as shown in table 1:
Combination R max S max V＝R max/S max
AB R(AB) S(AB) V(AB)
AC R(AC) S(AC) V(AC)
…… …… …… ……
ABC R(ABC) S(ABC) V(ABC)
ABD R(ABD) S(ABD) V(ABD)
…… …… …… ……
ABCD R(ABCD) S(ABCD) V(ABCD)
ABCE R(ABCE) S(ABCE) V(ABCE)
…… …… …… ……
Table 1
V is calculated in the embodiment of the present invention aBminimum, AB is divided into the first Virtual Call Center pond; Described Virtual Call Center pond has all properties of Virtual Call Center, and each Virtual Call Center that the resource in described Virtual Call Center pond is its subordinate is shared.
Step 205, the stock number in Virtual Call Center pond is preset in configuration;
Particularly, the ratio of the concurrent use maximum of the resource of all Virtual Call Center in described Virtual Call Center pond and the stock number in default Virtual Call Center pond is made to be not more than 75%.
Step 206, by unallocated enter Virtual Call Center pond Virtual Call Center formed M combination, M is that positive integer is by R in each combination maxwith S maxthe minimum Virtual Call Center combination of ratio be divided into a Virtual Call Center pond, and configure the stock number in described Virtual Call Center pond;
Here, CD is divided into the second Virtual Call Center pond; At R maxwith S maxminimum ratio stop dividing Virtual Call Center pond when being greater than 75%; The division result schematic diagram in embodiment of the present invention Virtual Call Center pond, as shown in Figure 6.
For realizing the implementation method of above-mentioned call center, the embodiment of the present invention also provides a kind of implement device of call center, and the composition structure of described device as shown in Figure 7, comprising: first divides module 11 and second divides module 12; Wherein,
Described first divides module 11, and for all Virtual Call Center being formed N number of combination according to permutation and combination, N is positive integer;
Described second divides module 12, uses the minimum combination of the ratio of the summation of maximum to be divided into a Virtual Call Center pond the concurrent use maximum of the resource parameters of all Virtual Call Center in combination and each Virtual Call Center resource in combination.
Preferably, described second divide module 12, also for by unallocated enter Virtual Call Center pond Virtual Call Center formed M combination, combination minimum for ratio described in each combination is divided into a Virtual Call Center pond, until minimum ratio is greater than first threshold, M is positive integer.
Preferably, described first divides module 11, and specifically for adding up the resource service condition in time of each Virtual Call Center, represent with R, R=F (t), t are the time;
Calculate the concurrent use maximum of all Virtual Call Center resources in each combination, use R maxrepresent, n is the number of Virtual Call Center in combination, and i is positive integer, i ∈ [1, n];
Calculate the resource summation that each Virtual Call Center in each combination takies, use S maxrepresent, S max = Σ i = 1 i = n max [ F i ( t ) ] ;
Calculate R maxwith S maxratio, combination minimum for ratio is divided into a Virtual Call Center pond.
Preferably, described device also comprises: the first configuration module 13, specifically for configuring the stock number in default Virtual Call Center pond, the ratio of the concurrent use maximum of the resource of all Virtual Call Center in described Virtual Call Center pond and the stock number in default Virtual Call Center pond is made to be not more than Second Threshold.
Preferably, described device also comprises: the second configuration module 14, for configuring the stock number of each Virtual Call Center.
Wherein, described first threshold and Second Threshold are 75%.
It should be noted that, in actual applications, described first divide the function that module 11, second divides module 12, first configuration module 13 and the second configuration module 14 and can be realized by the central processing unit of Virtual Call Center system (CPU) or microprocessor (MPU) or digital signal processor (DSP) or programmable gate array (FPGA).
The foregoing is only preferred embodiment of the present invention, be not intended to limit protection scope of the present invention.

Claims (10)

1. an implementation method for call center, is characterized in that, feel concerned about in a call on system and set up multiple Virtual Call Center, described method also comprises:
All Virtual Call Center are formed N number of combination, and N is positive integer;
The minimum combination of the ratio of the summation of maximum is used to be divided into a Virtual Call Center pond the concurrent use maximum of the resource of all Virtual Call Center in combination and each Virtual Call Center resource in combination.
2. the implementation method of call center according to claim 1, it is characterized in that, described method also comprises:
By unallocated enter Virtual Call Center pond Virtual Call Center formed M combination, combination minimum for ratio described in each combination is divided into a Virtual Call Center pond, until minimum ratio is greater than first threshold, M is positive integer.
3. the implementation method of call center according to claim 1, it is characterized in that, the described concurrent use maximum by the resource of interior for combination all Virtual Call Center uses the minimum combination of the ratio of the summation of maximum to be divided into a Virtual Call Center pond with each Virtual Call Center resource in combination, comprising:
Add up the resource service condition in time of each Virtual Call Center, represent with R, R=F (t), t are the time;
Calculate the concurrent use maximum of all Virtual Call Center resources in each combination, use R maxrepresent, n is the number of Virtual Call Center in combination, and i is positive integer, i ∈ [1, n];
The each Virtual Call Center resource calculated in each combination uses the summation of maximum, uses S maxrepresent, S max = Σ i = 1 i = n max [ F i ( t ) ] ;
Calculate R maxwith S maxratio, combination minimum for ratio is divided into a Virtual Call Center pond.
4. the implementation method of call center according to claim 1, it is characterized in that, described method also comprises:
The stock number in Virtual Call Center pond is preset in configuration, makes the ratio of the concurrent use maximum of the resource of all Virtual Call Center in described Virtual Call Center pond and the stock number in default Virtual Call Center pond be not more than Second Threshold.
5. the implementation method of call center according to claim 1, it is characterized in that, before all Virtual Call Center are divided into N number of combination, described method also comprises:
Configure the stock number of each Virtual Call Center.
6. an implement device for call center, is characterized in that, described device comprises: first divides module and second divides module; Wherein,
Described first divides module, and for all Virtual Call Center being formed N number of combination according to permutation and combination, N is positive integer;
Described second divides module, for using the minimum combination of the ratio of the summation of maximum to be divided into a Virtual Call Center pond the concurrent use maximum of the resource of all Virtual Call Center in combination and each Virtual Call Center resource in combination.
7. the implement device of call center according to claim 6, it is characterized in that, described second divides module, also for by unallocated enter Virtual Call Center pond Virtual Call Center formed M combination, combination minimum for ratio described in each combination is divided into a Virtual Call Center pond, until minimum ratio is greater than first threshold, M is positive integer.
8. the implement device of call center according to claim 6, is characterized in that, described first divides module, and specifically for adding up the resource service condition in time of each Virtual Call Center, represent with R, R=F (t), t are the time;
Calculate the concurrent use maximum of all Virtual Call Center resources in each combination, use R maxrepresent, n is the number of Virtual Call Center in combination, and i is positive integer, i ∈ [1, n];
The each Virtual Call Center resource calculated in each combination uses the summation of maximum, represents with Smax, S max = Σ i = 1 i = n max [ F i ( t ) ] ;
Calculate R maxwith S maxratio, combination minimum for ratio is divided into a Virtual Call Center pond.
9. the implement device of call center according to claim 6, it is characterized in that, described device also comprises: the first configuration module, specifically for configuring the stock number in default Virtual Call Center pond, the ratio of the concurrent use maximum of the resource of all Virtual Call Center in described Virtual Call Center pond and the stock number in default Virtual Call Center pond is made to be not more than Second Threshold.
10. the implement device of call center according to claim 6, it is characterized in that, described device also comprises: the second configuration module, for configuring the stock number of each Virtual Call Center.
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