CN106657694A - Call center service management system - Google Patents
Call center service management system Download PDFInfo
- Publication number
- CN106657694A CN106657694A CN201610940035.2A CN201610940035A CN106657694A CN 106657694 A CN106657694 A CN 106657694A CN 201610940035 A CN201610940035 A CN 201610940035A CN 106657694 A CN106657694 A CN 106657694A
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- Prior art keywords
- client
- information
- seat representative
- call
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- 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.)
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Classifications
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- 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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5234—Uniform load distribution
-
- 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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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- Business, Economics & Management (AREA)
- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a call center service management system, which comprises a call admission unit, a call control unit and a service function unit. The system adopts CTI technology, realizes integration of a computer and telephones, can enable a corresponding agent representative to receive information of a client after the client enters a call center system and selects a staff service, then, enables the client information to be displayed on a displayer of the agent representative automatically and establishes a work sheet for the client automatically; and the system realizes queuing according to a strategy of combination of agent longest average idle time and last service of the client when the agent representatives answer waited calls of clients to enable workload of each agent to be relatively average, thereby preventing the workload imbalance situation where workload of some agent representatives is large, and workload of some agent representatives is small.
Description
Technical field
The invention belongs to call-center technology field, is related to a kind of business management system, specifically a kind of call center's industry
Business management system.
Background technology
With developing rapidly for information technology, call center is just more and more extensive in the application of every field.In the past two
In 10 years, call center has become the important method of most enterprises and their customer communication, particularly computer technology
Everything is set to become possibility with the development of information technology.Call center, as enterprise and the communication bridge of client, can be enterprise
Industry provides internal control, preferably can also provide powerful Informational support for customer service for enterprise.Call center system is
Explained archaic or dialectal words in current language based on integrated technology by counting grate electromechanics, communication network is dissolved into computer network and builds the flat of software and hardware integration
Platform, is so conducive to the service of client.Client not only can carry out consulting by network can also be seeked advice from by phone, real
The data consistency of existing network network and phone.Meanwhile, client can also benefit from the continual service of 7*24 hours, reduce enterprise
Human resources.
As the development of Come call centers in recent years, the class of business of call center are also more and more, function is also increasingly
By force, no longer it has been simple service function, but has started to go deep into many functions such as customer service and production marketing, although
Business function is varied, but its core is still launched tightened around the basic function of call center and realized.
The content of the invention
It is an object of the invention to provide the high call center's business of a kind of simple structure, applied widely, operational efficiency
Management system.
The purpose of the present invention can be achieved through the following technical solutions：
A kind of call center's business management system, including call accessing unit, Call Control Unit and service functional unit；
Described call accessing unit, for the phone of manual service will be selected to be arranged in the phone at access calling center
Team, is linked into Call Control Unit after customer phone is queued up；
Described Call Control Unit, the queuing knot of the client of the entrance call center reported according to call accessing unit
Really, it is that the distribution of queuing result is attended a banquet, meanwhile, receive seat representative execution and log on action message and report current state letter of attending a banquet
Breath, is seat representative distribution calling connection task, and again, by the Queued tasks for controlling seat representative, rational distribution is attended a banquet
The workload of representative；
Described service functional unit include hot line portion module, DBM, information portion module, system management module,
Management module of attending a banquet and customer management module；
Described hot line portion module, for realize seat representative receive calls, worksheet, information searching function；
Described DBM, the knowledge information related for storing enterprise is to enter row information into the client of system
Knowledge information is provided when consulting, affairs consulting, business consultation to support；
Described information portion module, is created, is repaiied for data base administrator to the classification and information data of information
Change, deletion action, while providing query function for seat representative；
Described system management module, for management of the keeper to system actor, the management to traffic measurement and right
The management of daily record；
Described management module of attending a banquet, for managing the behaviour that seat representative state in which and seat representative can be carried out
Make；
Described customer management module, is collected for seat representative according to the customer information collected, while to phase
Basic document information, business consultation information and the historical record situation for answering client is managed, and seat representative can be with basis
The basic document information of client or history service consulting Lei Do carry out client to divide Lei Do.
Beneficial effects of the present invention：The present invention adopts CTI technologies, realizes that computer is integrated with phone, can make client
Select after manual service, to make corresponding seat representative receive the information of client into call center system, then believe client
Breath is shown on the display of seat representative automatically, and for the client sets up work order automatically；System connects to seat representative in queuing
Ranked using strategy of the most long idle average time in combination with the last service of client is attended a banquet when listening caller client,
The workload for making each attend a banquet is relatively average, and the seat representative workload for avoiding the occurrence of is larger, some seat representative work
Measure the unbalanced situation of less workload；System is adopted according to visitor to the client that manual service is selected into call center system
Family importance degree Come ranks, it is to avoid Very Important Person is more and the stand-by period is longer due to the user for above waiting
Phenomenon, using this strategy client's stand-by period and client's importance can be balanced, and the stand-by period is longer, client's importance is higher
Client, just come before queue, the service of preferential receipt system seat representative.
Description of the drawings
Below in conjunction with the accompanying drawings the present invention is described in further detail with specific embodiment.
Fig. 1 is the system structure diagram of the present invention.
Specific embodiment
Below in conjunction with the accompanying drawing in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is carried out clear, complete
Site preparation is described, it is clear that described embodiment is only a part of embodiment of the invention, rather than the embodiment of whole.It is based on
Embodiment in the present invention, it is all other that those of ordinary skill in the art are obtained under the premise of creative work is not made
Embodiment, belongs to the scope of protection of the invention.
As shown in figure 1, the invention provides a kind of call center's business management system, including call accessing unit, calling
Control unit and service functional unit.
Call accessing unit, for the phone of manual service will be selected in the phone at access calling center to rank, will
Customer phone is linked into Call Control Unit after queuing up, and is conducive to preferably for customer service, make that important client waits when
Between it is shorter, improve the efficiency of call center, meanwhile, the work of the call center system seat representative that the queuing of seat representative is also
Measure to balance.
Call Control Unit, is the core of whole call center as call accessing unit and the bridge of service functional unit
Core module, using CTI call control servers, the distribution of main responsible resource.Exhaled according to the entrance that call accessing unit is reported
The queuing result of the client for crying center, be queuing result distribution attend a banquet, meanwhile, receive seat representative perform log on action message with
And current state information of attending a banquet is reported, it is seat representative distribution calling connection task, again, by the queuing for controlling seat representative
Task, the workload of rational distribution seat representative.
First it is that call accessing unit detects asking for customer requirement manual service when customers dial call center phone
Ask, now system sets up an occasional call for it, then this occasional call is reported into Call Control Unit, request call
Control unit is processed.Call Control Unit first has to the calling to entering and carries out detailed analysis, then by client's
Caller ID extracts the importance Ji Do of incoming call client in database.After the incoming call of client is systematically analyzed, just
Needs carry out the route to attending a banquet, that is to say, that it needs to be determined which seat representative to carry out the company of speech channel by with this client
Connect.During whole route analysis, the chief of a tribe first will select attending a banquet generation for last service according to the queuing routing policy of client
Table, then according to current whether online etc. the state of seat representative come list can be currently this customer service seat representative name
It is single, access phone according to the Queue sequence of seat representative list.It is average according to most long idle time of attending a banquet if the list is sky
The strategy of distribution is serviced selecting a seat representative for the client, now the speech channel is assigned into this seat representative
On.
Service functional unit includes hot line portion module, DBM, information portion module, system management module, pipe of attending a banquet
Reason module and customer management module, after client enters system, can be assigned to phase under the control of Call Control Unit by calling
The seat representative answered, various access code equimultiples when now system can also receive calling cease, and such Call Control Unit will be right
Information is analyzed, and then starts corresponding business function module.
Hot line portion module, for realize seat representative receive calls, worksheet, information searching function.Wherein, work order is
What client generated after conducting interviews to system, the information of work order can allow enterprise to be better understood by information and the client institute of client
The service of needs, improves service quality of the enterprise for client, meanwhile, work order is also the voucher that seat representative is customer service, is made
To evaluate the foundation of seat representative operating efficiency；Information inquiry is that seat representative is answered according to the demand of client for client
The inquiry of the relevant information carried out during doubt.
DBM, the knowledge information related for storing enterprise is to carry out information consultation, thing into the client of system
Knowledge information is provided when business consulting, business consultation to support.DBM adopts oracle database, by various knowledge informations point
Stored to the other class of door, inquiry is carried out when facilitating seat representative to answer a question for client and is used.
Information portion module, is created, is changed, is deleted for data base administrator to the classification and information data of information
Operation, while providing query function for seat representative, the inquiry that can also provide knowledge information for automatic voice responding, is client
Strong guarantee is provided using unartificial service.
System management module, for management of the keeper to system actor, the management to traffic measurement and to daily record
Management.Wherein, Role Management is the pith for realizing system safety, and the user of different rights can only carry out the behaviour under the authority
Make, system manager can be configured to the authority of role；The statistics that traffic measurement management is mainly realized to business of explaining archaic or dialectal words in current language, including connecing
The statistics of passband, statistics of middle abandon rate etc., this is by the important impact of the performance appraisal row to seat representative；To daily record
Management, either the user of which kind of authority can only carry out checking operation, and can not carry out the operation that additions and deletions change, and so can protect
Check can see daily record to find out error reason in time during card system errors.
Attend a banquet management module, for managing the operation that seat representative state in which and seat representative can be carried out.Wherein,
The state of seat representative includes logging on, checking out, put the spare time, put busy call treatment etc.；The operation that seat representative can be carried out have exhalation,
Response, hang up, seek advice from.
Customer management module, is collected for seat representative according to the customer information collected, while to respective client
Basic document information, business consultation information and historical record situation be managed, seat representative can be with according to client's
Basic document information or history service consulting Lei Do carry out client to divide Lei Do, to provide history Nuisance efficiency for client
Service.If the normal work to system of client's malice enters line disturbance, during Jiong upset number of times exceed it is secondary, then system should
During client pipes off, if client is formulated into blacklist Cao, this client will not can receive again calling Cao and feel concerned about system
Manual service.
The present invention adopts CTI technologies, realizes that computer is integrated with phone, and client can be made to select into call center system
After selecting manual service, make corresponding seat representative receive the information of client, then customer information is shown to generation of attending a banquet automatically
On the display of table, and for the client set up work order automatically；System is adopted when caller client is answered in queuing to seat representative and sat
Strategy of the seat most long idle average time in combination with the last service of client makes the workload that each is attended a banquet come what is ranked
Relatively average, and the seat representative workload for avoiding the occurrence of is larger, the less workload of some seat representative workloads is uneven
The situation of weighing apparatus；System is adopted to the client that manual service is selected into call center system and carried out according to client's importance degree Come
Queue up, it is to avoid Very Important Person due to above wait user is more and phenomenon that the stand-by period is longer, using this strategy
Client's stand-by period and client's importance can be balanced, the client that the stand-by period is longer, client's importance is higher just comes queue
Before, the service of preferential receipt system seat representative.
In the description of this specification, the description of reference term " one embodiment ", " example ", " specific example " etc. means
Specific features, structure, material or the feature described with reference to the embodiment or example is contained at least one enforcement of the present invention
In example or example.In this manual, identical embodiment or example are not necessarily referring to the schematic representation of above-mentioned term.
And, the specific features of description, structure, material or feature can be in any one or more embodiments or example closing
Suitable mode is combined.
Above content is only to present configuration example and explanation, affiliated those skilled in the art couple
Described specific embodiment is made various modifications or supplements or substituted using similar mode, without departing from invention
Structure surmounts scope defined in the claims, all should belong to protection scope of the present invention.
Claims (1)
1. a kind of call center's business management system, it is characterised in that：Including call accessing unit, Call Control Unit and business
Functional unit；
Described call accessing unit, for the phone of manual service will be selected in the phone at access calling center to rank,
Call Control Unit is linked into after customer phone is queued up；
Described Call Control Unit, the queuing result of the client of the entrance call center reported according to call accessing unit is
The distribution of queuing result is attended a banquet, meanwhile, receive seat representative execution and log on action message and report current state information of attending a banquet, be
Seat representative distributes calling connection task, again, by the Queued tasks for controlling seat representative, rational distribution seat representative
Workload；
Described service functional unit includes hot line portion module, DBM, information portion module, system management module, attends a banquet
Management module and customer management module；
Described hot line portion module, for realize seat representative receive calls, worksheet, information searching function；
Described DBM, the knowledge information related for storing enterprise, be into system client carry out information consultation,
Knowledge information is provided when affairs consulting, business consultation to support；
Described information portion module, is created, is changed, is deleted for data base administrator to the classification and information data of information
Division operation, while providing query function for seat representative；
Described system management module, for management of the keeper to system actor, the management to traffic measurement and to daily record
Management；
Described management module of attending a banquet, for managing the operation that seat representative state in which and seat representative can be carried out；
Described customer management module, is collected for seat representative according to the customer information collected, while to corresponding visitor
The basic document information at family, business consultation information and historical record situation are managed, and seat representative can be with according to client
Basic document information or history service consulting Lei Do by client carry out divide Lei Do.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610940035.2A CN106657694A (en) | 2016-10-25 | 2016-10-25 | Call center service management system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610940035.2A CN106657694A (en) | 2016-10-25 | 2016-10-25 | Call center service management system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN106657694A true CN106657694A (en) | 2017-05-10 |
Family
ID=58821375
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201610940035.2A Pending CN106657694A (en) | 2016-10-25 | 2016-10-25 | Call center service management system |
Country Status (1)
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Cited By (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107172312A (en) * | 2017-06-05 | 2017-09-15 | 广东电网有限责任公司佛山供电局 | A kind of call center's uniform service of multiple districts and cities focuses on method |
| CN107277281A (en) * | 2017-06-21 | 2017-10-20 | 北京环球国广媒体科技有限公司 | Call center distributes the method and system of customer phone |
| CN109495658A (en) * | 2018-12-27 | 2019-03-19 | 广州云趣信息科技有限公司 | A method of one group of traffic function privilege is controlled by one long shaping Numerical Implementation |
| WO2019056462A1 (en) * | 2017-09-19 | 2019-03-28 | 平安科技（深圳）有限公司 | Name list distribution method, apparatus and device, and computer readable storage medium |
| WO2019062005A1 (en) * | 2017-09-26 | 2019-04-04 | 平安科技（深圳）有限公司 | Service allocation method, computer readable storage medium, terminal apparatus, and device |
| CN109788147A (en) * | 2017-11-15 | 2019-05-21 | 华创车电技术中心股份有限公司 | Telephone exchange, phone customer service adapting system and phone customer service forwarding method |
| CN109831590A (en) * | 2019-01-15 | 2019-05-31 | 深圳供电局有限公司 | Communication management platform and management method |
| CN110956443A (en) * | 2019-11-14 | 2020-04-03 | 国家电网有限公司客户服务中心南方分中心 | Customer service work order auditing system based on big data |
| CN111107228A (en) * | 2019-12-30 | 2020-05-05 | 杭州纪元通信设备有限公司 | System for accessing call center through intelligence |
| CN112702472A (en) * | 2020-12-10 | 2021-04-23 | 广州云徙科技有限公司 | Full channel hot line customer service system |
| CN112784093A (en) * | 2020-11-24 | 2021-05-11 | 辽宁振兴银行股份有限公司 | Service management platform of artificial customer service system |
| CN114039954A (en) * | 2021-10-29 | 2022-02-11 | 上海长合信息技术股份有限公司 | High-speed vehicle cloud calling method for connecting data with controller |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107172312A (en) * | 2017-06-05 | 2017-09-15 | 广东电网有限责任公司佛山供电局 | A kind of call center's uniform service of multiple districts and cities focuses on method |
| CN107277281A (en) * | 2017-06-21 | 2017-10-20 | 北京环球国广媒体科技有限公司 | Call center distributes the method and system of customer phone |
| WO2019056462A1 (en) * | 2017-09-19 | 2019-03-28 | 平安科技（深圳）有限公司 | Name list distribution method, apparatus and device, and computer readable storage medium |
| WO2019062005A1 (en) * | 2017-09-26 | 2019-04-04 | 平安科技（深圳）有限公司 | Service allocation method, computer readable storage medium, terminal apparatus, and device |
| CN109788147A (en) * | 2017-11-15 | 2019-05-21 | 华创车电技术中心股份有限公司 | Telephone exchange, phone customer service adapting system and phone customer service forwarding method |
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| CN109495658A (en) * | 2018-12-27 | 2019-03-19 | 广州云趣信息科技有限公司 | A method of one group of traffic function privilege is controlled by one long shaping Numerical Implementation |
| CN109831590A (en) * | 2019-01-15 | 2019-05-31 | 深圳供电局有限公司 | Communication management platform and management method |
| CN110956443A (en) * | 2019-11-14 | 2020-04-03 | 国家电网有限公司客户服务中心南方分中心 | Customer service work order auditing system based on big data |
| CN111107228A (en) * | 2019-12-30 | 2020-05-05 | 杭州纪元通信设备有限公司 | System for accessing call center through intelligence |
| CN112784093A (en) * | 2020-11-24 | 2021-05-11 | 辽宁振兴银行股份有限公司 | Service management platform of artificial customer service system |
| CN112702472A (en) * | 2020-12-10 | 2021-04-23 | 广州云徙科技有限公司 | Full channel hot line customer service system |
| CN114039954A (en) * | 2021-10-29 | 2022-02-11 | 上海长合信息技术股份有限公司 | High-speed vehicle cloud calling method for connecting data with controller |
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Application publication date: 20170510 |