CN107292801B - Call center communication charge sharing method, system and storage medium - Google Patents
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Abstract
The invention provides a method, a system and a storage medium for sharing communication cost of a call center, wherein the method comprises the steps of obtaining third data by first data and second data, wherein the first data comprises cost centers corresponding to seat domain accounts, the second data comprises mapping relations between a plurality of seat domain accounts and a plurality of skill groups, and the third data comprises the cost centers corresponding to the skill groups; obtaining fifth data from the fourth data, wherein the fourth data comprises communication charge data of each seat domain account in a preset time period; the fifth data includes communication charge data corresponding to each charge center. The invention calculates and distributes the skill group corresponding to each seat domain account number and the charge center of the call center, matches the charge center corresponding to each skill group according to the corresponding relation between the skill group and the seat domain account number, and updates the actual charge center of the seat domain account number, thereby realizing the accurate allocation of the communication cost of the call center.
Description
Technical Field
The invention relates to the technical field of call centers, in particular to a method and a system for accurately distributing the communication cost of a call center according to the actual grouping state of seats.
Background
A call center refers to a service organization consisting of a group of service personnel at a relatively centralized location, which typically uses computer communication technology to process telephone calls from businesses and customers, especially with the capability of processing a large number of incoming calls simultaneously, and which can automatically allocate the calls to personnel with corresponding skills for processing, and which can record and store all incoming call information.
Call centers may be classified into an incoming call center, an outgoing call center, and an incoming/outgoing call hybrid call center, and thus communication costs of the call centers may relate to incoming communication costs and/or outgoing communication costs. Many enterprises using the call center provide the call center to a plurality of departments in the enterprise for use, communication fees used by the plurality of departments every month need to be distributed according to actual use amounts of the departments, and the problem of the call center enterprise is needed to be faced by how to accurately distribute incoming communication fees of the call center to the actual use departments.
Disclosure of Invention
Aiming at the problems in the prior art, the invention aims to provide a method, a system and a storage medium for sharing communication cost of a call center, which are used for matching cost centers corresponding to various skill groups according to the corresponding relation between the skill groups and account numbers in the seat domain and updating the actual cost centers of the account numbers in the seat domain, so that the accurate sharing of the communication cost of the call center is realized.
The embodiment of the invention provides a method for sharing communication cost of a call center, which comprises the following steps:
respectively acquiring first data and second data, wherein the first data comprises a charge center corresponding to each seat domain account number, and the second data comprises mapping relations between a plurality of seat domain account numbers and a plurality of skill groups;
obtaining third data according to the first data and the second data, wherein the third data comprises expense centers corresponding to the skill groups;
acquiring fourth data, wherein the fourth data comprises communication charge data of each seat domain account in a preset time period;
and obtaining and outputting fifth data according to the fourth data and at least two of the first data, the second data and the third data, wherein the fifth data comprises the expense centers corresponding to the skill groups and the communication expense data corresponding to the skill groups.
Optionally, each of the seat domain account numbers corresponds to and only corresponds to one skill set.
Optionally, the cost center corresponding to each skill group is obtained according to the following steps:
counting n charge centers corresponding to m seat domain accounts included in a skill group, wherein m is larger than n and is larger than or equal to 1;
respectively calculating the number of seat domain account numbers corresponding to the n charge centers;
and selecting the expense center with the largest number of account numbers in the corresponding seat field in the n expense centers as the expense center corresponding to the skill group.
Optionally, the method further comprises the following steps:
updating the first data according to the third data, and defining the charge centers corresponding to all seat domain accounts included in a skill group as the charge centers corresponding to the skill group;
the obtaining and outputting of the fifth data includes the following steps:
obtaining and outputting fifth data according to the updated first data, second data and fourth data; or obtaining and outputting the fifth data according to the second data, the third data and the fourth data.
Optionally, before the first data and the second data are acquired, the method further includes the following steps:
establishing a mapping relation between a plurality of seat domain accounts and a plurality of skill groups in a call center;
and updating the second data when the skill set corresponding to each seat domain account number changes.
Optionally, skill groups are defined according to different preset functional departments of the call center, the functional departments correspond to the skill groups one to one, and each skill group includes each seat domain account number in the corresponding functional department.
Optionally, the method further comprises the following steps:
and defining skill groups according to performance levels preset by a call center, wherein the performance levels correspond to the skill groups one to one, and each skill group comprises each seat area account number meeting the evaluation standard of the corresponding performance level.
Optionally, the method further comprises the following steps:
and receiving an external data query request, and outputting at least one of the first data, the second data, the third data, the fourth data and the fifth data according to a request data type in the data query request.
The embodiment of the invention also provides a system for sharing communication cost of the call center, which comprises:
the human resource management subsystem is used for storing first data, and the first data comprises expense centers corresponding to the account numbers of the seat domains;
the call center configuration subsystem is used for storing second data, and the second data comprises mapping relations between a plurality of seat domain accounts and a plurality of skill groups; acquiring the first data, and acquiring third data according to the first data and the second data, wherein the third data comprises expense centers corresponding to the skill groups;
the expense allocation subsystem is used for acquiring fourth data, and the fourth data comprises communication expense data of each seat domain account in a preset time period; and acquiring the first data, the second data and/or the third data, and obtaining and outputting fifth data according to at least two of the first data, the second data and the third data and the fourth data, wherein the fifth data comprises the charge center corresponding to each skill group and the communication charge data corresponding to the skill group.
Optionally, each of the seat domain account numbers corresponds to and only corresponds to one skill set.
Optionally, the human resources management subsystem performs the following operations to obtain the third data:
counting n charge centers corresponding to m seat domain accounts included in a skill group, wherein m is larger than n and is larger than or equal to 1;
respectively calculating the number of seat domain account numbers corresponding to the n charge centers;
and selecting the expense center with the largest number of account numbers in the corresponding seat field in the n expense centers as the expense center corresponding to the skill group.
Optionally, the human resources management subsystem is further configured to:
updating the first data according to the third data, and defining the charge centers corresponding to all seat domain accounts included in a skill group as the charge centers corresponding to the skill group;
the expense allocation subsystem obtains and outputs the fifth data according to the updated first data, the updated second data and the updated fourth data; or obtaining and outputting the fifth data according to the second data, the third data and the fourth data.
Optionally, the call center configuration subsystem is further configured to:
establishing a mapping relation between a plurality of seat domain accounts and a plurality of skill groups in a call center;
and updating the second data when the skill set corresponding to each seat domain account number changes.
An embodiment of the present invention further provides a storage medium for storing a program, where the program, when executed, causes at least one processor to perform the following operations:
respectively acquiring first data and second data, wherein the first data comprises a charge center corresponding to each seat domain account number, and the second data comprises mapping relations between a plurality of seat domain account numbers and a plurality of skill groups;
obtaining third data according to the first data and the second data, wherein the third data comprises expense centers corresponding to the skill groups;
updating the first data according to the third data, and defining the charge centers corresponding to all seat domain accounts included in a skill group as the charge centers corresponding to the skill group;
acquiring fourth data, wherein the fourth data comprises communication charge data of each seat domain account in a preset time period;
and obtaining and outputting fifth data according to the fourth data and at least two of the first data, the second data and the third data, wherein the fifth data comprises the expense centers corresponding to the skill groups and the communication expense data corresponding to the skill groups.
Optionally, each of the seat domain account numbers corresponds to and only corresponds to one skill set.
Optionally, the program when executed causes the processor to:
counting n charge centers corresponding to m seat domain accounts included in a skill group, wherein m is larger than n and is larger than or equal to 1;
respectively calculating the number of seat domain account numbers corresponding to the n charge centers;
and selecting the expense center with the largest number of account numbers in the corresponding seat field in the n expense centers as the expense center corresponding to the skill group.
Optionally, the program when executed further causes the processor to:
updating the first data according to the third data, and defining the charge centers corresponding to all seat domain accounts included in a skill group as the charge centers corresponding to the skill group;
the obtaining and outputting of the fifth data includes the following operations:
obtaining and outputting fifth data according to the updated first data, second data and fourth data; or obtaining and outputting the fifth data according to the second data, the third data and the fourth data.
Optionally, the program when executed further causes the processor to:
establishing a mapping relation between a plurality of seat domain accounts and a plurality of skill groups in a call center;
and updating the second data when the skill set corresponding to each seat domain account number changes.
The method, the system and the storage medium for sharing the communication cost of the call center have the following advantages that:
the invention automatically calculates and distributes the skill group corresponding to each seat domain account number and the charge center through logic, matches the charge center corresponding to each skill group according to the corresponding relation between the skill group and the seat domain account number, and updates the actual charge center of the seat domain account number, thereby avoiding the charge sharing error caused by the fact that the charge center is not updated when part of seats are adjusted or newly enter the work and the like, and further realizing the accurate sharing of the communication charge of the call center.
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Other features, objects and advantages of the present invention will become more apparent upon reading of the following detailed description of non-limiting embodiments thereof, with reference to the accompanying drawings.
FIG. 1 is a flow diagram of a call center communication cost apportionment method according to an embodiment of the invention;
FIG. 2 is a schematic diagram of a data analysis integration according to an embodiment of the invention;
FIG. 3 is a flow chart of the first data and the second data to obtain third data according to an embodiment of the present invention;
FIG. 4 is a schematic diagram of a call center communication cost sharing system according to an embodiment of the present invention;
fig. 5 is a flow chart of a call center communication cost sharing method according to an embodiment of the present invention.
Detailed Description
Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art. The same reference numerals in the drawings denote the same or similar structures, and thus their repetitive description will be omitted.
As shown in fig. 1-2, an embodiment of the present invention provides a method for sharing communication costs of a call center, including the following steps:
s100: respectively acquiring first data and second data, wherein the first data comprises a charge center corresponding to each seat domain account number, and the second data comprises mapping relations between a plurality of seat domain account numbers and a plurality of skill groups;
s200: obtaining third data according to the first data and the second data, wherein the third data comprises expense centers corresponding to the skill groups;
s300: acquiring fourth data, wherein the fourth data comprises communication charge data of each seat domain account in a preset time period; here, the preset time period may be set according to a charge counting period, for example, when charges are counted and allocated once per day, communication charge data within 24 hours is acquired, when charges are counted once per week, communication charge data within seven days is acquired, and the like;
s400: and obtaining and outputting fifth data according to the fourth data and at least two of the first data, the second data and the third data, wherein the fifth data comprises the expense centers corresponding to the skill groups and the communication expense data corresponding to the skill groups.
The invention automatically calculates and distributes the skill group corresponding to each seat domain account number and the expense center through logic, and matches the expense center corresponding to each skill group according to the corresponding relation between the skill group and the seat domain account number, thereby realizing that the communication expense of the call center is accurately distributed to each skill group. Here, the communication fee of the call center may be an incoming call fee, or an outgoing call fee, or an incoming/outgoing call fee.
Here, the skill groups correspond to the respective use departments. The skill sets may be individual skill sets defined in the call center. For example, skill groups may be defined according to different preset functional departments of the call center, where the functional departments correspond to the skill groups one to one, and each skill group includes each seat domain account in the corresponding functional department. For example, it may be divided into an individual user service skill set and a company user service skill set, or divided into a travel service skill set, a ticket service skill set, and a ticket service skill set, or divided into a pre-sale service skill set, an after-sale service skill set, and so forth. The number, variety and division criteria of skill sets may be defined and adjusted according to the service requirements of the call center.
In addition, skill groups can also be defined according to performance levels preset by a call center, the performance levels correspond to the skill groups one to one, and each skill group comprises each seat domain account number meeting the evaluation standard of the corresponding performance level. For example, the skill groups may be classified into an excellent skill group, and a general skill group, and the excellent skill group may serve a particularly important customer, the excellent skill group or the general skill group may serve a scattered customer, and the like. Likewise, the number, variety and division criteria of skill sets may also be defined and adjusted according to the service requirements of the call center. For example, the service of the seat staff is scored by a certain standard, 10 points are full, the service reaches more than 9 points and is classified into the excellent skill group, 9 points to 7 points are classified into the excellent skill group, and the service reaches less than 7 points and is classified into the common skill group.
Optionally, each seat field account number corresponds to only one skill group, that is, each seat field account number is only allocated to one skill group, for example, to the ticket service skill group, and cannot be allocated to the travel service skill group. Each skill set may include one or more seat domain account numbers, or some skill sets may remove a seat domain account number before revocation, or the skill set may not include any seat domain account numbers. Further, the skill sets correspond to the cost centers one-to-one. Therefore, when the fee center corresponding to the skill group is judged and obtained, the fee settlement of the corresponding skill group can be obtained according to the fee settlement of the fee center. The one-to-one correspondence is more favorable for the calculation of the expense allocation without the problem of the proportion distribution in the expense center. There may of course be empty charge centers that are not assigned to skill sets.
The process of obtaining the third data from the first data and the second data may be according to a matching rule preset by the system. The first data comprises a mapping relation between a seat domain account number and a charge center, the second data comprises a mapping relation between a seat domain account number and a skill group, and the seat domain account number is used as a bridge, so that the mapping relation between the charge center and the skill group can be obtained.
In a preferred embodiment, as shown in fig. 3, the third data is obtained according to the cost center principle that the cost center of each skill group accounts for the highest, and the cost center corresponding to each skill group is obtained according to the following steps:
s201: counting n charge centers corresponding to m seat domain accounts included in a skill group, wherein m is larger than n and is larger than or equal to 1; in practical application, the situation that m seat domain account numbers correspond to m charge centers generally does not occur, at least two seat domain account numbers correspond to the same charge center, and therefore the value of m is larger than the value of n;
s202: respectively calculating the number of seat domain account numbers corresponding to the n charge centers;
s203: and selecting the expense center with the largest number of account numbers in the corresponding seat field in the n expense centers as the expense center corresponding to the skill group.
For example, the call center is configured with five seat domain accounts test1, test2, test3, test4, and test5, and two skill sets 8001 and 8002. Cost centers are 9912, 9001 and 9822.
The mapping relationship between the seat domain account number and the charge center in the first data can be seen in the following table 1:
table 1 example table of mapping relationship between seat domain account number and fee center
| Seat domain account number | Fee center |
| test1 | 9912 |
| test2 | 9912 |
| test3 | 9001 |
| test4 | 9822 |
| test5 | Non-fee center |
The seat domain account number and skill set mapping relationship in the second data can be seen in table 2 below:
table 2 example table of mapping relationship between account number and skill set in seat domain
| Seat domain account number | Skill set |
| test1 | 8001 |
| test2 | 8001 |
| test3 | 8001 |
| test4 | 8002 |
| test5 | 8001 |
According to the first data and the second data analysis, two seat domain accounts test1 and test2 under the skill group 8001 correspond to a cost center 9912, a seat domain account test3 corresponds to a cost center 9001, and a seat domain account test4 does not correspond to the cost center. Based on the above rule of highest cost center for each skill set cost center, then skill set 8001 is matched to cost center 9912. Skills group 8002 is then matched to a cost center 9822. Thereby obtaining third data. The third data can be seen in table 3 below:
TABLE 3 example table of mapping relationship between skill set and fee center
| Skill set | Fee center |
| 8001 | 9912 |
| 8001 | 9822 |
The reason for this may be that the position field account test3 is called, the skill group 8001 is called, and the second data is updated, otherwise, the position field account test3 cannot realize the function corresponding to the skill group 8001, but the corresponding cost center may not be updated in time, and is the previous cost center 9001, which is obviously incorrect, so that the cost center of the skill group 8001 cannot be determined according to the position field account test3, but is determined according to the cost centers corresponding to most position field accounts under the skill group 8001, because the number of calls is a small number. The seat field account test5 may be a new employee, only the skills group 8001 is assigned, and no charge center is assigned.
Therefore, by adopting the principle of the cost center with the highest occupation ratio of the skill group cost centers in the embodiment, the problem of cost allocation errors caused by the fact that the cost centers are not updated when part of seats are adjusted or newly enter jobs and the like can be avoided, and the accurate allocation of the cost among the skill groups and among the cost centers is ensured.
After the third data is obtained, fifth data may be obtained from the second data and the fourth data. The fourth data represents call charge data of the seat domain account, and the call charge data may be a call record list, for example, see table 4 below:
table 4 example list of call charge of account number in seat domain
| Calling number | Is called party | Seat domain account number | Cost of |
| 13012345678 | 123456 | test1 | 1.2 |
| 13012345679 | 123456 | test2 | 2.2 |
| 13012345680 | 123456 | test3 | 3.2 |
| 13012345681 | 123456 | test4 | 4.2 |
| 13012345682 | 123456 | test5 | 5.2 |
| 13012345683 | 123456 | test1 | 6.2 |
| 13012345684 | 123456 | test2 | 7.2 |
| 13012345685 | 123456 | test3 | 8.2 |
Fifth data may be derived from the second data, the third data and the fourth data in combination, for example according to tables 1, 2, 3 and 4, the fifth data being a mapping between skill sets and cost centres and amortization costs, as may be seen in table 5 below:
TABLE 5 example of mapping between skill sets and cost centers and amortization costs
| Skill set | Fee center | Amount of money |
| 8001 | 9912 | 33.4 |
| 8001 | 9822 | 4.2 |
Further, the method for sharing communication cost of the call center may further include the steps of:
and updating the first data according to the third data, and defining the charge centers corresponding to all seat domain accounts included in a skill group as the charge centers corresponding to the skill group.
Also taking the above tables 1 and 2 as examples, as described above, the cost center of the seat domain account number test3 may actually be wrong, while the cost center of the seat domain account number test5 is missing, so that it is important to update the first data in time to facilitate the next cost sharing. That is, when updating, the cost centers corresponding to the seat domain accounts test3 and test5 are both modified to be the cost center 9912 corresponding to the skill group 8001. The updated first data is shown in table 6 below.
Table 6 updated example table of mapping relationship between seat domain account and fee center
| Seat domain account number | Fee center |
| test1 | 9912 |
| test2 | 9912 |
| test3 | 9912 |
| test4 | 9822 |
| test5 | 9912 |
Therefore, when calculating the fifth data, the fifth data may also be obtained and output according to the updated first data, second data, and fourth data; that is, the results shown in Table 5 above were obtained by combining Table 2, Table 4 and Table 6 above.
Further, before the first data and the second data are acquired, the call center communication charge sharing method may further include the steps of:
establishing a mapping relation between a plurality of seat domain accounts and a plurality of skill groups in a call center;
and updating the second data when the skill set corresponding to each seat domain account number changes.
That is, in the working process of the call center, the personnel in the seat area may send changes such as post adjustment, job entry or job departure at any time, and in order to adapt to the changed skill group, the second data needs to be updated in real time, so that the third data can be acquired more accurately in the later period, and more accurate fifth data can be generated.
Further, the call center communication method of the present invention may further include the steps of:
and receiving an external data query request, and outputting at least one of the first data, the second data, the third data, the fourth data and the fifth data according to a request data type in the data query request. The method can provide an external interface for a user to call the data therein for viewing according to the needs, and can set corresponding permissions for a dispatcher to allow the dispatcher to modify part of the data so as to ensure the real-time accuracy of the data.
As shown in fig. 4, an embodiment of the present invention further provides a call center communication cost apportionment system, including:
the human resource management subsystem 2 is used for storing first data, wherein the first data comprises a charge center corresponding to each seat domain account;
the call center configuration subsystem 1 is used for storing second data, wherein the second data comprises mapping relations between a plurality of seat domain account numbers and a plurality of skill groups; acquiring the first data, and acquiring third data according to the first data and the second data, wherein the third data comprises expense centers corresponding to the skill groups;
the expense allocation subsystem 3 is used for acquiring fourth data, wherein the fourth data comprises communication expense data of each seat domain account in a preset time period; and acquiring the second data and the third data, and acquiring and outputting fifth data according to at least two of the first data, the second data and the third data and the fourth data, wherein the fifth data comprises the expense centers corresponding to the skill groups and communication expense data corresponding to the skill groups.
Finally, the charging user 4 acquires the fifth data from the charge apportionment subsystem 3, that is, the charge settlement of each charge center can be obtained, and the charge settlement of each charge center can be corresponded to each skill group, thereby realizing the purpose of accurately apportioning the communication charge of the call center to each use department, namely, the skill group.
Fig. 5 is a schematic diagram of a call center communication charge sharing process according to an embodiment of the present invention.
Firstly, configuring second data aiming at skill group information corresponding to all seat domain accounts of a call center, configuring the second data to a call center configuration subsystem, and configuring first data in a human resource management subsystem, namely a charge center corresponding to each seat domain account;
acquiring first data by a call center configuration subsystem through an interface provided by a human resource management subsystem at 0 point every morning, and matching corresponding cost centers for skill groups according to a cost center principle that the cost center of the skill groups accounts for the highest rate to obtain third data; then updating the first data according to the third data, and modifying the expense center of account numbers of seat domains with different expense centers and skill groups;
the calling center configuration subsystem provides an interface for the outside, and queries the latest corresponding expense center through the seat domain account number query skill group and the skill group;
acquiring fourth data in one day by a cost sharing subsystem at 1 morning every day, automatically calculating the detail of all communication costs in the previous day, listing seat domain account numbers corresponding to each communication cost, acquiring skill groups and cost centers corresponding to the seat domain account numbers through interfaces correspondingly provided by a call center configuration subsystem, summarizing the sum of each cost center in the communication costs in the previous day, and completing cost sharing in one day;
the charging personnel can acquire the fifth data through an interface provided by the expense allocation subsystem, and accurately allocate the expense to each skill group.
In practical applications, the time for calculating the third data and acquiring the fourth data may be set according to needs, and the time period included in the fourth data may also be selected according to the fee counting period.
Correspondingly, an embodiment of the present invention further provides a storage medium for storing a program, where the program, when executed, causes at least one processor to perform the following operations:
respectively acquiring first data and second data, wherein the first data comprises a charge center corresponding to each seat domain account number, and the second data comprises the mapping relation between a plurality of seat domain account numbers and a plurality of skill groups
Obtaining third data according to the first data and the second data, wherein the third data comprises expense centers corresponding to the skill groups;
updating the first data according to the third data, and defining the charge centers corresponding to all seat domain accounts included in a skill group as the charge centers corresponding to the skill group;
acquiring fourth data, wherein the fourth data comprises communication charge data of each seat domain account in a preset time period;
and obtaining and outputting fifth data according to the fourth data and at least two of the first data, the second data and the third data, wherein the fifth data comprises the expense centers corresponding to the skill groups and the communication expense data corresponding to the skill groups.
Similarly, the third data may be obtained by matching the skill set with the corresponding cost center according to the cost center rule with the highest cost center ratio of the skill set cost centers as described above. After the third data is obtained, the first data may be further updated. The fifth data may be obtained from the updated first data, second data, and fourth data, or the fifth data may be obtained from the updated first data, third data, and fourth data, or the fifth data may be obtained from the second data, third data, and fourth data.
In addition, the call center communication cost allocation method, system and storage medium of the above embodiments all adopt the cost center principle that the cost center of the skill set accounts for the highest rate to match the cost center for the skill set. In practical applications, the third data may be obtained in a manner not limited thereto, and other preset rules may also be adopted. Two other embodiments are described below:
(1) if the personnel in the seat area are adjusted post, the default is that the personnel behind the account number in the seat area are firstly adjusted away, and when the personnel in the seat area are newly increased, the default is that the account number in the seat area behind the seat area is increased. The ranking of the seat domain accounts may be first determined, for example, the skill group 8003 includes seat domain accounts test6, test7, test8 and test9, and if the cost center corresponding to the seat domain account test6 is not empty, the cost center corresponding to the seat domain account test6 is used as the cost center corresponding to the skill group 8003. If the expense center corresponding to the seat domain account test6 is empty, whether the expense center of the test7 is empty is continuously judged, and the like.
(2) The cost centers corresponding to the skill groups in the previous time periods can be stored, when the first data and the second data in the latest time period are acquired, the coincidence degree of the cost centers corresponding to the seat field accounts in the skill groups and the previous time periods is judged, and the cost center with the highest coincidence degree is used as the cost center corresponding to the skill groups.
Two specific embodiments are given here, and are not intended to limit the present invention to determining the mapping relationship between skill sets and cost centers.
The method, the system and the storage medium for sharing the communication cost of the call center have the following advantages that:
the method and the system take the large service data as a core, monitor the conditions of content request generation and verification of a user on the service in real time, judge the risk level of each request data according to the service data, perform multi-dimensional identification on equipment information, IP addresses, text information and the like in quasi-real time, and ensure that a malicious cracking party of the generated content of the user cannot crack the multi-dimensional information in a short time, thereby abandoning cracking.
The foregoing is a more detailed description of the invention in connection with specific preferred embodiments and it is not intended that the invention be limited to these specific details. For those skilled in the art to which the invention pertains, several simple deductions or substitutions can be made without departing from the spirit of the invention, and all shall be considered as belonging to the protection scope of the invention.
Claims (16)
1. A method for sharing communication costs of a call center, comprising the steps of:
respectively acquiring first data and second data from a human resource management subsystem and a call center configuration subsystem, wherein the first data comprises a charge center corresponding to each seat domain account number, and the second data comprises mapping relations between a plurality of seat domain account numbers and a plurality of skill groups;
the call center configuration subsystem obtains third data according to the first data and the second data, wherein the third data comprises expense centers corresponding to the skill groups;
the cost sharing subsystem acquires fourth data, wherein the fourth data comprises communication cost data of each seat domain account in a preset time period;
the expense allocation subsystem obtains and outputs fifth data according to at least two of the first data, the second data and the third data and the fourth data, wherein the fifth data comprises expense centers corresponding to the skill groups and communication expense data corresponding to the skill groups;
the method further comprises the steps of:
and receiving an external data query request, and outputting at least one of the first data, the second data, the third data, the fourth data and the fifth data according to a request data type in the data query request.
2. The call center communication cost sharing method of claim 1, wherein each of said seat domain account numbers corresponds to only one skill set.
3. The call center communication cost sharing method according to claim 2, wherein the cost center corresponding to each skill set is obtained according to the following steps:
counting n charge centers corresponding to m seat domain accounts included in a skill group, wherein m is larger than n and is larger than or equal to 1;
respectively calculating the number of seat domain account numbers corresponding to the n charge centers;
and selecting the expense center with the largest number of account numbers in the corresponding seat field in the n expense centers as the expense center corresponding to the skill group.
4. The call center communication cost sharing method according to claim 3, further comprising the steps of:
updating the first data according to the third data, modifying the cost centers of account numbers of seat domains with different cost centers and skill groups in the skill groups, and defining the cost centers corresponding to the account numbers of the seat domains included in a skill group as the cost centers corresponding to the skill group;
the obtaining and outputting of the fifth data includes the following steps:
obtaining and outputting fifth data according to the updated first data, second data and fourth data; or obtaining and outputting the fifth data according to the second data, the third data and the fourth data.
5. The method of claim 1, further comprising the steps of, prior to obtaining the first data and the second data:
establishing a mapping relation between a plurality of seat domain accounts and a plurality of skill groups in a call center;
and updating the second data when the skill set corresponding to each seat domain account number changes.
6. The method according to claim 5, wherein skill groups are defined according to different preset functional departments of the call center, the functional departments correspond to the skill groups one to one, and each skill group comprises each seat domain account number in the corresponding functional department.
7. The call center communication cost sharing method according to claim 5, further comprising the steps of:
and defining skill groups according to performance levels preset by a call center, wherein the performance levels correspond to the skill groups one to one, and each skill group comprises each seat area account number meeting the evaluation standard of the corresponding performance level.
8. A call center communication cost sharing system, comprising:
the human resource management subsystem is used for storing first data, and the first data comprises expense centers corresponding to the account numbers of the seat domains;
the call center configuration subsystem is used for storing second data, and the second data comprises mapping relations between a plurality of seat domain accounts and a plurality of skill groups; acquiring the first data, and acquiring third data according to the first data and the second data, wherein the third data comprises expense centers corresponding to the skill groups;
the expense allocation subsystem is used for acquiring fourth data, and the fourth data comprises communication expense data of each seat domain account in a preset time period; acquiring the first data, the second data and/or the third data, and obtaining and outputting fifth data according to at least two of the first data, the second data and the third data and the fourth data, wherein the fifth data comprises a charge center corresponding to each skill group and communication charge data corresponding to the skill group;
the system is further configured to perform the steps of:
and receiving an external data query request, and outputting at least one of the first data, the second data, the third data, the fourth data and the fifth data according to a request data type in the data query request.
9. The call center communication cost sharing system of claim 8, wherein each of said seat field account numbers corresponds to only one skill set.
10. The call center communication cost sharing system of claim 9, wherein said human resources management subsystem performs the following operations to obtain said third data:
counting n charge centers corresponding to m seat domain accounts included in a skill group, wherein m is larger than n and is larger than or equal to 1;
respectively calculating the number of seat domain account numbers corresponding to the n charge centers;
and selecting the expense center with the largest number of account numbers in the corresponding seat field in the n expense centers as the expense center corresponding to the skill group.
11. The call center communication cost sharing system of claim 10, wherein said human resources management subsystem is further configured to:
updating the first data according to the third data, modifying the cost centers of account numbers of seat domains with different cost centers and skill groups in the skill groups, and defining the cost centers corresponding to the account numbers of the seat domains included in a skill group as the cost centers corresponding to the skill group;
the expense allocation subsystem obtains and outputs the fifth data according to the updated first data, the updated second data and the updated fourth data; or obtaining and outputting the fifth data according to the second data, the third data and the fourth data.
12. The call center communication cost sharing system of claim 8, wherein said call center configuration subsystem is further configured to:
establishing a mapping relation between a plurality of seat domain accounts and a plurality of skill groups in a call center;
and updating the second data when the skill set corresponding to each seat domain account number changes.
13. A storage medium storing a program that, when executed, causes at least one processor to:
respectively acquiring first data and second data from a human resource management subsystem and a call center configuration subsystem, wherein the first data comprises a charge center corresponding to each seat domain account number, and the second data comprises mapping relations between a plurality of seat domain account numbers and a plurality of skill groups;
the call center configuration subsystem obtains third data according to the first data and the second data, wherein the third data comprises expense centers corresponding to the skill groups;
the human resource management subsystem updates the first data according to the third data, modifies the charge centers of seat domain accounts with different charge centers and skill groups in the skill groups, and defines the charge centers corresponding to all the seat domain accounts included in a skill group as the charge centers corresponding to the skill group;
the cost sharing subsystem acquires fourth data, wherein the fourth data comprises communication cost data of each seat domain account in a preset time period;
the expense allocation subsystem obtains and outputs fifth data according to at least two of the first data, the second data and the third data and the fourth data, wherein the fifth data comprises expense centers corresponding to the skill groups and communication expense data corresponding to the skill groups;
the program, when executed, further causes the at least one processor to:
and receiving an external data query request, and outputting at least one of the first data, the second data, the third data, the fourth data and the fifth data according to a request data type in the data query request.
14. The storage medium of claim 13, wherein each of the seat field account numbers corresponds to and only corresponds to a skill set.
15. The storage medium of claim 14, wherein the program, when executed, causes the processor to:
counting n charge centers corresponding to m seat domain accounts included in a skill group, wherein m is larger than n and is larger than or equal to 1;
respectively calculating the number of seat domain account numbers corresponding to the n charge centers;
and selecting the expense center with the largest number of account numbers in the corresponding seat field in the n expense centers as the expense center corresponding to the skill group.
16. The storage medium of claim 13, wherein the program, when executed, further causes the processor to:
establishing a mapping relation between a plurality of seat domain accounts and a plurality of skill groups in a call center;
and updating the second data when the skill set corresponding to each seat domain account number changes.
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