CN107566667B - Intelligent calling method and system for telephone sales or telephone return visit - Google Patents
Intelligent calling method and system for telephone sales or telephone return visit Download PDFInfo
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- CN107566667B CN107566667B CN201710676094.8A CN201710676094A CN107566667B CN 107566667 B CN107566667 B CN 107566667B CN 201710676094 A CN201710676094 A CN 201710676094A CN 107566667 B CN107566667 B CN 107566667B
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Abstract
The invention provides an intelligent calling method for telephone sales or telephone return visit, which comprises the following steps: a) embedding an automatic call management module in an enterprise customer relationship management system, wherein the automatic call management module creates a call task and determines a call list; b) the automatic call management module calculates the maximum concurrent call number and the call ratio according to the historical data of the call list; c) the automatic call management module starts a call task and calculates the actual number of calls according to the number of idle seat ends; d) the automatic call management module is communicated with a call center, and the call center calls each customer in the actual call number; e) if the customer answers, the call center calls back the seat end, and the seat end answering the call back is adjusted to be busy from idle; if the customer does not answer, the call center deletes the customer; f) repeating steps c) through e). The intelligent calling method provided by the invention can realize quick, accurate and efficient batch calling.
Description
Technical Field
The invention relates to the technical field of intelligent control, in particular to an intelligent calling method and system for telephone sales or telephone return visits.
Background
Automatic telephone calling is a common way for enterprises to carry out telemarketing and customer return visits. The traditional telephone automatic call generally needs to purchase the standard software service of a third-party software company, and is used by the following operation method:
firstly, manually exporting the customer list of automatic calling from an enterprise Customer Relationship Management (CRM) system in batch, and then importing the customer list into a third-party software platform.
And secondly, starting a group call task on a third-party software platform, displaying customer information on the third-party software platform after the seat end answers, and storing the follow-up recording result information record in the third-party software platform.
And thirdly, exporting the result details in batches after the call is finished, and storing the result details in a third-party software platform or exporting and storing the result details locally, or uploading the result details to an enterprise customer relationship management system after exporting locally.
In the prior art, the traditional group call mode cannot meet the actual business development requirements of enterprises, and takes the month-to-law business as an example, and has the following defects:
1. for important customers, service sensitive information such as the expected delivery date, the city where the customer is located, skill work experience requirements of the customer on the Yuesao, the required service period, the time period distribution of the available incoming calls and the like is recorded, stored and imported into a third-party platform, the third-party platform does not control the customer information by enterprises, the customer information specification management requirements are violated, and the risk that the system reveals the customer information exists.
2. Data are imported and exported in batches, manual operation intervention is frequent, efficiency is low, and errors are easy to occur.
3. The automatic call parameter setting and the intelligent call algorithm of the third-party software platform are standardized and do not accord with the actual business development of enterprises, specific scenes and the characteristics of client groups.
Therefore, in order to solve the above problems, there is a need for an intelligent calling method and system for telephone sales or call return, which can quickly, accurately and efficiently perform mass calling.
Disclosure of Invention
An aspect of the present invention is to provide an intelligent calling method for telemarketing or telephone return visit, the method comprising the steps of:
a) embedding an automatic call management module in an enterprise customer relationship management system, wherein the automatic call management module creates a call task and determines a call list;
b) the automatic call management module calculates a call ratio and a maximum call concurrency number according to historical data of the call list, wherein
The call ratio is calculated by the following method: h is 1/(J × r1 × r2 × r3 × r4 × …), where H is the call ratio, J is the historical answering rate, and r1, r2, r3, r4, and … are different adjustment coefficients, respectively;
the maximum call concurrency number is calculated by the following method: m is Y × 30-Z-Q, where M is the maximum number of call concurrencies and Y is the number of currently active digital trunk lines; z is the occupied concurrency number at present, and Q is the reserved concurrency number;
c) the automatic call management module starts a call task, scans the seat end queue once every time interval to determine the number of the current idle seat ends, calculates the actual call number according to the number of the idle seat ends,
the actual number of calls satisfies the following relationship: the number of the idle seat ends is less than or equal to M, wherein S is the actual call number, X is the number of the idle seat ends, H is the call ratio, and M is the maximum call concurrency number;
d) the automatic call management module is communicated with a call center and transmits the actual call number to the call center, and the call center calls each customer in the actual call number;
e) if the customer answers, the call center calls back the seat end, and the seat end answering the call back is adjusted to be busy from idle; if the customer does not answer, the call center deletes the customer;
f) repeating steps c) through e).
Preferably, the call list is determined by screening out a result set according to potential customer fields and customer labels of customers in the enterprise customer relationship management system.
Preferably, the maximum number of concurrent calls and call ratio timing refresh are recalculated.
Preferably, in the step b), the clients which do not match with the current time slot answering in the call list are deleted.
Preferably, the different adjustment coefficients in step b) include, but are not limited to, city difference, customer source channel, and historical call duration difference.
Preferably, the scanning time interval of the seat-end queue in step c) is calculated by the following method: t is T1/(n × m), where T is the time interval of scanning the seat queue, T1 is the average listening duration of all seats, m is the number of seats in busy state in the last scanning result, and n is the adjustment coefficient.
Preferably, the adjustment factor is determined according to a call task.
Preferably, in the step e), when the seat end answers the call back, the acquired customer information is stored in the enterprise customer relationship management system.
Another aspect of the present invention is to provide an intelligent call system including a call center, an enterprise customer relationship management system, and an automatic call management module embedded in the enterprise customer call management system, wherein the automatic call management module is configured to manage call requests from the call center and call requests from the enterprise customer relationship management system
The call center is used for calling customers in batches and calling back to the seat end;
the enterprise customer relationship management system is used for storing customer information;
the automatic call management module is used for creating a call task, determining a call list, calculating a call ratio, calculating a maximum call concurrency number and an actual call number, and communicating with a call center.
Preferably, the system further comprises a seat end management module, which is used for displaying the customer information and uploading the customer information to the enterprise customer relationship management system.
According to the intelligent calling method and system for telephone sales or telephone return visits, the automatic calling management module is embedded in the enterprise customer relationship management system, a customer list in the enterprise customer relationship management system does not need to be exported to a third-party platform, and batch calling can be completed.
In addition, the intelligent calling method and system for telephone sales or telephone return visit directly store the customer information answered by the seat end in an enterprise customer relationship management system through the seat end management module without being maintained by a third-party platform, and greatly improve the management efficiency of customers.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the invention, as claimed.
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Further objects, features and advantages of the present invention will become apparent from the following description of embodiments of the invention, with reference to the accompanying drawings, in which:
fig. 1 is a block diagram schematically showing the construction of an intelligent call system of the present invention;
FIG. 2 is a flow diagram illustrating the intelligent call methodology of the present invention;
FIG. 3 shows a schematic diagram of scanning agent side queues according to the present invention.
Detailed Description
The objects and functions of the present invention and methods for accomplishing the same will be apparent by reference to the exemplary embodiments. However, the present invention is not limited to the exemplary embodiments disclosed below; it can be implemented in different forms. The nature of the description is merely to assist those skilled in the relevant art in a comprehensive understanding of the specific details of the invention.
Hereinafter, embodiments of the present invention will be described with reference to the accompanying drawings, and related technical terms should be well known to those skilled in the art. In the drawings, the same reference numerals denote the same or similar parts, or the same or similar steps, unless otherwise specified. In order to make the contents of the present invention more clearly illustrated, the embodiment first illustrates the intelligent calling system provided by the present invention, as shown in fig. 1, which is a block diagram of the intelligent calling system of the present invention, the intelligent calling system provided by the present invention is used for intelligent calling during the process of telephone sales or telephone return visits, and comprises a call center 500, a business customer relationship management system (CRM)100, and an automatic call management module 200 embedded in the business customer call management system 100, wherein the intelligent calling system comprises a call center 500, a business customer relationship management system (CRM)100, and a call manager module 200, and the business customer call management system 100 is connected to the call center of the present invention
A call center 500 for receiving the actual number of calls sent by the automatic call management system 200, making calls to the clients 600 in batch, and calling back to the seat end 300;
an enterprise customer relationship management system 100 for storing customer information;
the automatic call management module 200 is used to create call tasks, determine call lists, calculate call ratios, calculate maximum call concurrency and calculate actual call numbers, and communicate with the call center 500. According to the present invention, the intelligent calling system in the embodiment further includes a seat management module 400 for displaying customer information and uploading the customer information to the enterprise customer relationship management system 100.
As shown in fig. 2, a flow chart of the intelligent calling method of the present invention is shown, and an intelligent calling method for telemarketing or telephone return visit according to the present invention is implemented by the following steps in the following embodiments, including:
s101, creating a call task and determining a call list
According to the present invention, in this embodiment, an automatic call management module is embedded in an enterprise customer relationship management system, the automatic call management module creates a call task and determines a call list, and the call task is created according to sensitive information of a customer, for example: for a client with an expected delivery date, a certain calling task mainly aims at providing a production nursing sister-in-law service for the client.
And determining a call list by the created call task, and screening a result set according to the potential customer field and the customer label of the customer in the enterprise customer relationship management system by the call list. It should be understood that existing customer information is maintained in the enterprise customer relationship management system. For example, a call task of the created production-nursing-providing sister-in-law service screens out a result set as a call list according to customer information such as a city where a customer is located, a due date, an intention degree, historical answering times, historical answering time, a service period and the like. The determination of the call list in this embodiment is not limited to the above exemplary customer information, and those skilled in the art will appreciate that the determination of the call list may be made from customer information of multiple dimensions for the call task.
S102, calculating a call ratio and a maximum call concurrency number
The automatic call management module calculates a call ratio and a maximum call concurrency number according to the determined historical data of the call list. The determined historical data of the call list comprises the historical answering rate of each client in the call list, the city difference, the source channel of the client and the historical call duration difference, namely the average call duration of the current call time period in the historical call time period.
The call ratio is calculated by the following method: h is 1/(J × r1 × r2 × r3 × r4 × …), where H is the call ratio, J is the historical answering rate, and r1, r2, r3, r4, and … are different adjustment coefficients, and in this embodiment, the adjustment coefficients are: r1 is the adjustment coefficient of city difference; r2 is the adjustment factor of the customer source channel; r3 is an adjustment coefficient of the historical call duration difference; r4 is the adjustment factor of the customer listening period difference. It will be appreciated that the adjustment factors described above are not limited in some embodiments and that all adjustment factors contemplated by those skilled in the art may be readily ascertained based on specific customer history data. Preferably, clients that did not match the current time slot answer in the call list are deleted. For example, at 7 am, a client never receives a call, and the client is directly removed from the call list to ensure the success rate of the call.
In order to ensure higher call success rate and prevent busy calls, the invention needs to calculate the maximum number of concurrent calls, and the maximum number of concurrent calls is calculated by the following method: m is Y × 30-Z-Q, where M is the maximum number of call concurrencies and Y is the number of currently active digital trunk lines; z is the current occupied concurrency number, and Q is the reserved concurrency number.
According to the invention, the maximum call concurrency number and the call ratio are refreshed and recalculated at regular time, so that accurate and efficient calls are always ensured in different call periods.
S103, scanning the queue of the seat end and calculating the actual call number
The automatic call management module starts a call task, scans the seat end queue once every time interval to determine the number of the current idle seat ends, and calculates the actual call number according to the number of the idle seat ends. Fig. 3 is a schematic diagram of scanning seat-side queues according to the present invention, and four seat sides are exemplarily shown in the embodiment: seat end a301, seat end b302, seat end c303 and seat end d 304. The plurality of seat ends form a seat end queue, the seat ends are scanned for the first time s1, and the number of idle seat ends is determined from the seat end queue, for example, in this embodiment, after the first scanning s1, the idle seat ends are determined to be the seat ends b302 and c303, and the number of idle seat ends is 2.
After the time interval T, a second scan s2 is performed, and the scanning time interval of the seat-side queue is calculated as follows: t is T1/(n × m), where T is the time interval of scanning the seat queue, T1 is the average listening duration of all seats, m is the number of seats in busy state in the last scanning result, and n is the adjustment coefficient. According to the invention, the adjustment factor n is determined according to the calling task, for example, different adjustment factors are respectively determined for the calling task of the due date client and the calling task of the cleaning client.
The actual number of calls according to the invention satisfies the following relationship: and S is multiplied by X H and is less than or equal to M, wherein S is the actual calling number, X is the number of idle seat ends, H is the calling ratio, and M is the maximum calling concurrency number.
The invention scans the seat end queue once every interval time, determines the number of idle seat ends, and feeds back and adjusts the scanning interval time by the number of the idle seat ends, thereby ensuring that the scanning interval time is more reasonable in the dynamic adjustment process, and simultaneously providing reasonable number of the idle seat ends for the subsequent calculation of the actual call number, so that the seat end can not only prevent the frequent answering and call-back times, but also ensure that the seat end is not idle for a long time.
S104, calling center calls in batches
The automatic call management module is communicated with the call center, the actual call number obtained by calculation is transmitted to the call center, and the call center calls each customer in the actual call number.
S105, judging whether the client answers the call or not
The call center makes a batch call according to the procedure of step S104.
If the customer answers, the call center calls back the seat end, and it should be understood that the seat end is an idle seat end, and the seat end answering the call back is adjusted to be busy from idle.
If the customer does not answer, the call center deletes the customer and the seat end is idle.
According to the invention, in the embodiment, when the seat end answers the callback, the acquired customer information is stored in the enterprise customer relationship management system.
And repeating the step S103 to the step S105, and carrying out batch calling again on the actual calling number obtained by recalculation after a time interval.
According to the intelligent calling method and system for telephone sales or telephone return visits, the automatic calling management module is embedded in the enterprise customer relationship management system, a customer list in the enterprise customer relationship management system does not need to be exported to a third-party platform, and batch calling can be completed.
In addition, the intelligent calling method and system for telephone sales or telephone return visit directly store the customer information answered by the seat end in an enterprise customer relationship management system through the seat end management module without being maintained by a third-party platform, and greatly improve the management efficiency of customers.
Other embodiments of the invention will be apparent to those skilled in the art from consideration of the specification and practice of the invention disclosed herein. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the invention being indicated by the following claims.
Claims (10)
1. An intelligent calling method for telemarketing or telephone return visit, the method comprising the steps of:
a) embedding an automatic call management module in an enterprise customer relationship management system, wherein the automatic call management module creates a call task and determines a call list;
b) the automatic call management module calculates a call ratio and a maximum call concurrency number according to historical data of the call list, wherein
The call ratio is calculated by the following method: h is 1/(J × r1 × r2 × r3 × r4 × …), where H is the call ratio, J is the historical answering rate, and r1, r2, r3, r4, and … are different adjustment coefficients, respectively;
the maximum call concurrency number is calculated by the following method: m is Y × 30-Z-Q, where M is the maximum number of call concurrencies and Y is the number of currently active digital trunk lines; z is the occupied concurrency number at present, and Q is the reserved concurrency number;
c) the automatic call management module starts a call task, scans the seat end queue once every time interval to determine the number of the current idle seat ends, calculates the actual call number according to the number of the idle seat ends,
the actual number of calls satisfies the following relationship: the number of the idle seat ends is less than or equal to M, wherein S is the actual call number, X is the number of the idle seat ends, H is the call ratio, and M is the maximum call concurrency number;
d) the automatic call management module is communicated with a call center and transmits the actual call number to the call center, and the call center calls each customer in the actual call number;
e) if the customer answers, the call center calls back the seat end, and the seat end answering the call back is adjusted to be busy from idle; if the customer does not answer, the call center deletes the customer;
f) repeating steps c) through e).
2. The intelligent calling method according to claim 1, wherein the calling list is determined by screening out a result set according to a potential customer field and a customer tag of a customer in the enterprise customer relationship management system.
3. The intelligent calling method according to claim 1, wherein the maximum number of concurrent calls and call ratio timing refresh are recalculated.
4. The intelligent calling method according to claim 1, wherein in step b), the clients whose current time periods in the calling list do not match are deleted.
5. The intelligent calling method according to claim 1, wherein the different adjustment coefficients in step b) include, but are not limited to, city difference, customer source channel, and historical call duration difference.
6. The intelligent calling method according to claim 1, wherein the scanning time interval of the seat-side queue in step c) is calculated by: t is T1/(n × m), where T is the time interval of scanning the seat queue, T1 is the average listening duration of all seats, m is the number of seats in busy state in the last scanning result, and n is the adjustment coefficient.
7. The intelligent calling method according to claim 6, wherein the adjustment factor is determined according to a calling task.
8. The intelligent calling method according to claim 1, wherein in step e), when the seat end answers the call back, the acquired customer information is saved to the enterprise customer relationship management system.
9. An intelligent calling system for use in the intelligent calling method of any one of claims 1 to 8, wherein the intelligent calling system comprises a call center, an enterprise customer relationship management system, and an automatic call management module embedded in the enterprise customer call management system, wherein
The call center is used for calling customers in batches and calling back to the seat end;
the enterprise customer relationship management system is used for storing customer information;
the automatic call management module is used for creating a call task, determining a call list, calculating a call ratio, calculating a maximum call concurrency number and an actual call number, and communicating with a call center.
10. The intelligent calling system of claim 9, further comprising a seat side management module for displaying customer information and uploading customer information to an enterprise customer relationship management system.
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| CN110418020B (en) * | 2019-06-27 | 2022-11-04 | 平安科技（深圳）有限公司 | List state information processing method and device, electronic terminal and storage medium |
| CN111614843A (en) * | 2020-04-09 | 2020-09-01 | 深圳追一科技有限公司 | Call configuration determining method and device, computer equipment and storage medium |
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| CN101815338A (en) * | 2009-02-20 | 2010-08-25 | 中兴通讯股份有限公司 | Device and method for controlling concurrent call volume |
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