CN106534599A - Method for reducing complaint rate of service quality based on voice reply system - Google Patents
Method for reducing complaint rate of service quality based on voice reply system Download PDFInfo
- Publication number
- CN106534599A CN106534599A CN201611101701.XA CN201611101701A CN106534599A CN 106534599 A CN106534599 A CN 106534599A CN 201611101701 A CN201611101701 A CN 201611101701A CN 106534599 A CN106534599 A CN 106534599A
- Authority
- CN
- China
- Prior art keywords
- arrearage
- user
- blackout
- arrear
- work order
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/12—Messaging; Mailboxes; Announcements
- H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention relates to a method for reducing a complaint rate of service quality based on a voice reply system, and belongs to the technical field of electric power services. The technical scheme is as follows: establishing an arrear blackout user database; automatically recording blackout repair user information of a single user, and judging whether the user is an arrear blackout user; if determining the single user suffering blackout is determined as the arrear blackout user, calling the arrear blackout user by the system; and after the system successfully calls the arrear blackout user, automatically playing recorded related voice to notify the arrear blackout user of the blackout reason in voice, and sending a short message, and then the work order is terminated. The method provided by the invention has the beneficial effects that an automatic arrear blackout voice reply system is established for the use of receipt personnel so as to improve the high-quality service level; and no manual reply is required, thereby relieving the labor intensity of the receipt personnel, improving the working efficiency and effectively reducing the generation of complaint work orders.
Description
Technical field
The present invention relates to a kind of method for reducing service quality the rate of complaints based on speech answering system, belongs to electrical power services skill
Art field.
Background technology
From in June, 2014, after 95598 full-services concentrate the southern branch center of Shang Hua states net, Guo Wang electric companies increase single household again newly
The telegram in reply of one table and more changing jobs for low pressure meter accident, all repairings, the anxious scene for repairing work order study and judge and process work all by
Which undertakes.For single household arrearage has a power failure the repairing work order to be formed, southern branch center is netted due to state and single household is grasped with Guo Wang electric companies
Arrearage outage information is inconsistent, it is easy to cause the misunderstanding of user, so as to form service quality complaint so that receipt person works
Pressure is big.It is an important indicator for weighing good service level that quality of service class is complained, and in the middle of routine work, it is such
Complain mostly single household arrearage power failure, user to misread to cause, therefore, by the improvement of technical scheme, such complaint can be reduced.
The content of the invention
It is an object of the invention to provide a kind of method for reducing service quality the rate of complaints based on speech answering system, sets up and owes
Take power failure speech answering system, for receipt librarian use, improve good service level；Need not manually reply, mitigate receipt people
Member's labor intensity, improves work efficiency, effectively reduces the generation for complaining work order, solve the problems referred to above that background technology is present.
The present invention seeks to pass through what techniques below scheme was realized：
A kind of method for reducing service quality the rate of complaints based on speech answering system, comprises the steps of：
1. data are provided according to operating station first, sets up arrearage customer interrupted data base；
2. user profile is reported in automatic input single household power failure for repairment, judges whether which is arrearage customer interrupted；
If 3. single household power failure is really arrearage customer interrupted, system is called to arrearage customer interrupted；Stop if not arrearage
The work order that electric user causes, will repair repairing Business Processing by anxious, and most work order terminates at last；
If 4. after the success of system calling arrearage customer interrupted, playing automatically the related voice for having recorded, arrearage is had a power failure
User carries out verbal announcement safety at power cut, and sends note, work order termination；
If 5. system calling arrearage customer interrupted is unsuccessful, system will repeat calling arrearage customer interrupted, repeat the number of calls
By default；After repeating access success, system will play voice content, and send note, work order termination；If repeating to call
Afterwards, still unsuccessful, the arrearage customer interrupted information is ejected by system, is reminded, and operator carry out manual call when about, directly
To access success, and note is sent, work order termination.
The present invention passes through the form of voice and note, in time, accurately notifies arrearage customer interrupted, as arrearage causes to stop
Electricity, it is proposed that user to business hall handles telegram in reply formality.
The broadcasting voice content and short message content, are configured and can realize audition；The data base, supports manual
Input, EXCEL file import two kinds of database access modes；Staff selectively carries out phone record according to practical situation
Enter.
Present invention record broadcasts call related information, including：Telephone number, dial the time, whether answer successfully, it is logical
The words time, number of times etc. is dialed, can check and realize to derive EXCEL file from system.System has store function.
For broadcast phone fail situation about effectively answering, can set for access failure telephone number every when dial again
Function, setting content including：Interval time is redialed, number of times is dialed, is redialed and cannot answer setting for rear note prompting several times
Put.
Whether it is arrearage customer interrupted for examining, carries out manual call, supporting telephone sound-recording function.If there is
Exception or phone fail situations such as effectively broadcasting to be occurred, and has alarm sound；Supporting telephone book is arranged, and department or teams and groups can be with roots
Carry out other work, such as notice of meeting, secure voice prompting etc. according to practical situation.
The present invention possesses good graphic user interface, convenient succinct, is easy to learn and use.Notify to arrange more flexible, convenient,
It is with better function, possess hommization.
Beneficial effect of the present invention：Arrearage power failure voice automatic response system is set up, for receipt librarian use, high-quality clothes is improved
Business level；Need not manually reply, mitigate receipt personnel labor intensity, improve work efficiency, effectively reduce the product for complaining work order
It is raw.
Description of the drawings
Fig. 1 is embodiment of the present invention system logic block diagram.
Specific embodiment
Below in conjunction with accompanying drawing, by embodiment, the invention will be further described.
A kind of method for reducing service quality the rate of complaints based on speech answering system, comprises the steps of：
Data are provided according to operating station first, arrearage customer interrupted data base is set up；
Automatic input single household has a power failure and reports user profile for repairment, judges whether which is arrearage customer interrupted；
If single household power failure is really arrearage customer interrupted, system is called to arrearage customer interrupted；Stop if not arrearage
The work order that electric user causes, will repair repairing Business Processing by anxious, and most work order terminates at last；
If 4. after the success of system calling arrearage customer interrupted, playing automatically the related voice for having recorded, arrearage is had a power failure
User carries out verbal announcement safety at power cut, and sends note, work order termination；
If 5. system calling arrearage customer interrupted is unsuccessful, system will repeat calling arrearage customer interrupted, repeat the number of calls
By default；After repeating access success, system will play voice content, and send note, work order termination；If repeating to call
Afterwards, still unsuccessful, the arrearage customer interrupted information is ejected by system, is reminded, and operator carry out manual call when about, directly
To access success, and note is sent, work order termination.
The case study that background technology is present：
Occurs quality of service class complaint in complaining work order reply work, mostly single household arrearage has a power failure and causes, to enterprise of electric company
Image affects larger；Receipt personnel are directed to single household arrearage customer interrupted and carry out the work and middle there are following several respects by analysis
It is not enough：(1), during the end of month sales department's concentration takes over the electricity charge, the repairing work for producing that a large amount of single households are had a power failure due to arrearage can be concentrated
It is single,《95598 operational control Tentative Measures of State Grid Corporation of China》Regulation has a power failure for single household arrearage, and receipt personnel need to be carried out one by one
Examine, Advise By Wire；Quantity can cause repairing over time limit when more, cause related complaint work order.(2) as southern branch center is netted by state
With Guo Wang electric companies grasp single household arrearage outage information it is inconsistent, cause the misunderstanding of user, so as to formed service quality complaint
Increase, receipt person works' pressure is big.(3) receipt personnel age, educational level equality are uneven, for single household arrearage has a power failure
Unified reply content is not formed, for user is proposed with regard to relevant issues of doing business, due to the non-business personnel of receipt personnel, it is impossible to
Specification, reasonable dismissal is given, causes user not understand, formed and complained.
The present invention adopts arrearage power failure voice automatic response system, overcomes the problem of background technology presence.
The specific embodiment of the invention：
1st, for the repairing class work order that single household has a power failure, whether it is arrearage customer interrupted that staff wants timely, accurately examines.①
Arrearage customer interrupted, staff carry out notifying user that the SG186 systems that finish accordingly are robbed using arrearage power failure speech answering system
Repair work order.2. non-arrearage customer interrupted, staff manual contact user, telephone guidance user checked, according to actual feelings
Condition judges suddenly to repair whether personnel go out scene；Call overall process recording.
2nd, it is noted that linking up voice, the tone, patient and painstaking is linked up with user, phone during staff's manual contact user
Instructed, mitigated the operating pressure of repair personnel.
3rd, staff will have found that arrearage power failure speech answering system fails the work order of effective connection user in time, be on rule
Fix time and interior contacted manually, it is to avoid long-term wait causes that user's is discontented after because reporting for repairment.
4th, staff can skillfully use arrearage power failure speech answering system, be configured as needed, it is ensured that repairing
Class work order finishes time limit and quality.
5th, the secondary user for reporting for repairment is carried out for being connected to after verbal announcement, staff will associate in person, carry out resistance to
The explanation of the heart, it is to avoid customer complaint.
The problem that the present invention should be noted：
1st, ensure that defaulting subscriber's information that each operating station is provided is comprehensive, timely, accurate.
2nd, arrearage power failure speech answering system is single autonomous system, forbids being merged with Intranet and is relied on, and data are handed over
Mutual induction uses safe U disc, forbids all to violate the generation of state's net information security behavior.
3rd, whether arrearage power failure speech answering system is recognized for the voice contact of user, Guo Wang companies and Ji Bei companies
Which is effective connection user, if meet respective specified.
4th, due to the complaint that service quality is caused, the corresponding evidence provided by arrearage power failure speech answering system, Shang Jidan
Whether position recognizes its effectiveness.
Claims (3)
1. it is a kind of based on speech answering system reduce service quality the rate of complaints method, it is characterised in that comprise the steps of：
1. data are provided according to operating station first, sets up arrearage customer interrupted data base；
2. user profile is reported in automatic input single household power failure for repairment, judges whether which is arrearage customer interrupted；
If 3. single household power failure is really arrearage customer interrupted, system is called to arrearage customer interrupted；Stop if not arrearage
The work order that electric user causes, will repair repairing Business Processing by anxious, and most work order terminates at last；
If 4. after the success of system calling arrearage customer interrupted, playing automatically the related voice for having recorded, arrearage is had a power failure
User carries out verbal announcement safety at power cut, and sends note, work order termination；
If 5. system calling arrearage customer interrupted is unsuccessful, system will repeat calling arrearage customer interrupted, repeat the number of calls
By default；After repeating access success, system will play voice content, and send note, work order termination；If repeating to call
Afterwards, still unsuccessful, the arrearage customer interrupted information is ejected by system, is reminded, and operator carry out manual call when about, directly
To access success, and note is sent, work order termination.
2. it is according to claim 1 it is a kind of based on speech answering system reduce service quality the rate of complaints method, its feature
It is：The broadcasting voice content and short message content, are configured and can realize audition.
3. it is according to claim 2 it is a kind of based on speech answering system reduce service quality the rate of complaints method, its feature
It is：The data base, support is manually entered, EXCEL file imports two kinds of database access modes.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201611101701.XA CN106534599A (en) | 2016-12-05 | 2016-12-05 | Method for reducing complaint rate of service quality based on voice reply system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201611101701.XA CN106534599A (en) | 2016-12-05 | 2016-12-05 | Method for reducing complaint rate of service quality based on voice reply system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN106534599A true CN106534599A (en) | 2017-03-22 |
Family
ID=58354963
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201611101701.XA Pending CN106534599A (en) | 2016-12-05 | 2016-12-05 | Method for reducing complaint rate of service quality based on voice reply system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN106534599A (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111091270A (en) * | 2019-11-25 | 2020-05-01 | 广东电网有限责任公司汕尾供电局 | Software robot-based automatic management and control platform and method for electricity consumption fee tracking |
| CN114205467A (en) * | 2021-12-09 | 2022-03-18 | 广西电网有限责任公司 | Intelligent outbound system for power grid customer service work order and use method |
Citations (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1960414A (en) * | 2006-09-18 | 2007-05-09 | 华为技术有限公司 | Method and device for validating internal users in system of calling center |
| CN101039351A (en) * | 2007-02-13 | 2007-09-19 | 华为技术有限公司 | Method and system for shutdown and calling up user owing due and pursuing device |
| CN101123755A (en) * | 2007-09-30 | 2008-02-13 | 深圳华为通信技术有限公司 | A communication call method and device |
| CN102148906A (en) * | 2010-06-21 | 2011-08-10 | 华为技术有限公司 | Method, device and system for improving customer service efficiency |
| CN103065228A (en) * | 2013-01-21 | 2013-04-24 | 广东电网公司东莞供电局 | Power-cut monitoring evaluating and warning method and equipment |
| CN103209268A (en) * | 2012-01-13 | 2013-07-17 | 中兴通讯股份有限公司 | Method and system for processing wired broadband obstacles |
| US9247066B1 (en) * | 2013-08-22 | 2016-01-26 | West Corporation | User input drivent short message service (SMS) applications |
-
2016
- 2016-12-05 CN CN201611101701.XA patent/CN106534599A/en active Pending
Patent Citations (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1960414A (en) * | 2006-09-18 | 2007-05-09 | 华为技术有限公司 | Method and device for validating internal users in system of calling center |
| CN101039351A (en) * | 2007-02-13 | 2007-09-19 | 华为技术有限公司 | Method and system for shutdown and calling up user owing due and pursuing device |
| CN101123755A (en) * | 2007-09-30 | 2008-02-13 | 深圳华为通信技术有限公司 | A communication call method and device |
| CN102148906A (en) * | 2010-06-21 | 2011-08-10 | 华为技术有限公司 | Method, device and system for improving customer service efficiency |
| CN103209268A (en) * | 2012-01-13 | 2013-07-17 | 中兴通讯股份有限公司 | Method and system for processing wired broadband obstacles |
| CN103065228A (en) * | 2013-01-21 | 2013-04-24 | 广东电网公司东莞供电局 | Power-cut monitoring evaluating and warning method and equipment |
| US9247066B1 (en) * | 2013-08-22 | 2016-01-26 | West Corporation | User input drivent short message service (SMS) applications |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111091270A (en) * | 2019-11-25 | 2020-05-01 | 广东电网有限责任公司汕尾供电局 | Software robot-based automatic management and control platform and method for electricity consumption fee tracking |
| CN114205467A (en) * | 2021-12-09 | 2022-03-18 | 广西电网有限责任公司 | Intelligent outbound system for power grid customer service work order and use method |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN104125349B (en) | A kind of interactive voice management method based on traffic forecast and system thereof | |
| CN104125354B (en) | Method and system for regulating and controlling voice service based on call requirements | |
| CN104125352B (en) | Voice forecasting linkage method and system based on call requirements | |
| CN106603876A (en) | Cloud service based calling system | |
| CN106127385A (en) | Electric power first-aid method of servicing based on mobile Internet platform | |
| CN110445942A (en) | A kind of outer paging system of intelligence and intelligent calling-out method | |
| CN106657694A (en) | Call center service management system | |
| CN105844573A (en) | Citizen service hot-line system | |
| CN109345786A (en) | A kind of non-resident user power utilization abnormal conditions automatic alarm system of low pressure | |
| CN109753654A (en) | A method of it realizing that workflow quickly generates based on special-purpose software and algorithm and distributes | |
| CN106534599A (en) | Method for reducing complaint rate of service quality based on voice reply system | |
| CN108989587A (en) | Application method of the IVR voice in the work of bank's post-loan management | |
| CN104378516B (en) | IVR intelligent emergent methods of disposal based on 95598 big traffics | |
| CN110266898A (en) | A kind of financial service phone automatic outer call system | |
| CN107172312A (en) | A kind of call center's uniform service of multiple districts and cities focuses on method | |
| CN101799897A (en) | Intelligent figure error resistant operation ticket management system | |
| CN101340635A (en) | Method for processing exception of on-line billing system | |
| CN109639913A (en) | A kind of automatic speech harassing and wrecking number processing method, apparatus and system | |
| CN115967765A (en) | Telephone traffic queuing system of power grid calling platform | |
| CN102291442A (en) | Voice inquiry system and method for electricity data | |
| CN111898913A (en) | Automatic management method for power line repair | |
| CN112019691A (en) | Intelligent reply method for power consultation | |
| CN103780769A (en) | Emergency satellite voice terminal dial testing method and management system | |
| CN104320552B (en) | The emergent traffic route filtering method of IVR intelligence systems based on 95598 big traffics | |
| CN204598106U (en) | Based on call center's communication link monitoring system of electric current |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20170322 |
|
| RJ01 | Rejection of invention patent application after publication |