CN107682572B - Customer incoming line distribution method, system, computer equipment and storage medium - Google Patents
Customer incoming line distribution method, system, computer equipment and storage medium Download PDFInfo
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- CN107682572B CN107682572B CN201711037791.5A CN201711037791A CN107682572B CN 107682572 B CN107682572 B CN 107682572B CN 201711037791 A CN201711037791 A CN 201711037791A CN 107682572 B CN107682572 B CN 107682572B
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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
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42059—Making use of the calling party identifier
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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
- H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
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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
Abstract
According to the customer incoming line distribution method, the customer incoming line distribution system, the computer equipment and the storage medium, whether a first seat, a first alternative seat, a second seat in a team, a team leader, any other seat and the like are online and free is sequentially searched through calling number identification and certificate number identification, and a seat with high matching degree is selected for a customer so as to meet the requirements of the customer as far as possible; and under the condition that no seat provides access, a callback/call-in task is set to remind the corresponding seat to contact the client in time. Meanwhile, the invention prompts the customer to input the certificate number after the customer enters the line, thereby saving the interaction times of a telephone platform and the system, saving time and resources and improving the user experience.
Description
Technical Field
The invention relates to the technical field of customer management, in particular to a customer incoming line distribution method, a customer incoming line distribution system, computer equipment and a storage medium.
Background
The call center system is used as an intangible service window for keeping close contact between enterprises and user terminals, plays an increasingly important role in product publicity, product sales, technical support, after-sales service, consultation, complaint and the like, and plays an increasingly important role in the operational activities of the enterprises.
The seat service is an important way for the call center system to provide service for the customer, and the seat service refers to a process for providing corresponding service for the customer by a seat person through a support system of the call center.
The seat is generally a customer service person who answers the question by a consultation telephone and is an important bridge between the client and the company. When a customer actively makes a consultation call and a customer service hotline, the consultation call and the customer service hotline are generally randomly allocated to an agent, and the random allocation mode does not take the personalized requirements of the customer into consideration. For example, when a subscriber who is frequently using a particular service calls into a call center, the telephone may be assigned to a service seat that is not familiar with the particular service, but is idle. As can be seen from this situation, the random allocation method obviously cannot achieve the full utilization and efficient configuration of resources.
On the other hand, when a customer enters a line, some call centers identify the customer according to the mobile phone number and then input the identification number according to the customer IVR prompt, so that the interaction frequency of a telephone platform and a system is too many, each interaction needs time and occupies resources, and the waiting time of the customer is too long when the customer enters the line.
Disclosure of Invention
The invention aims to provide a customer incoming line distribution method, a customer incoming line distribution system, computer equipment and a storage medium, which are used for solving the problems in the prior art.
To achieve the above object, the present invention provides a customer incoming line distribution method, comprising the steps of:
step 01, identifying a calling number of a customer incoming line, prompting the customer to input a certificate number and recording, if the calling number passes the identification, executing step 011, and if the calling number does not pass the identification, executing step 02;
step 011, judging whether a first seat correspondingly matched with the customer is online and idle, if so, accessing the first seat, otherwise, executing step 012;
step 012, determining whether an alternative first agent of the first agent is online and idle, if so, accessing the alternative first agent, otherwise, executing step 013;
step 013, judging whether a second seat of the team where the first seat is located is online and idle, if so, accessing the second seat, and if not, executing step 014;
step 014, judging whether the captain of the team where the first seat is located is online and idle, if so, accessing the captain, otherwise, executing step 03;
step 02, identifying the certificate number input by the customer, if the certificate number passes the identification, executing the step 011, and if the certificate number does not pass the identification, executing the step 021;
step 021, judging whether an online and idle seat exists, if so, accessing the seat, and if not, executing step 03;
step 03, prompting the client to contact the client as soon as possible and waiting for the client to hang up;
step 04, ending the call and generating a task to be called back to the client;
and step 05, allocating the callback task to a corresponding seat according to the calling number and/or the certificate number of the client.
Further, if the identification is passed, the step 02 further includes binding the certificate number of the client with the calling number.
Further, step 05 includes, if the caller number or the certificate number passes the identification, allocating the callback task to an agent corresponding to the customer.
Further, the method also comprises a step 06 of monitoring whether the agent completes the callback task within a preset time, and if not, pushing a prompt and increasing the priority of the callback task.
Further, step 05 includes allocating the callback task to an agent which is online and has the least amount of current tasks if the identification of the calling number and the certificate number is not passed.
Further, step 03 also includes voice broadcasting the service type and prompting the client to press keys for selection; step 05 also comprises allocating the callback task to the seat which is on line and has the least amount of current task according to the service type selected by the customer.
And further, the method also comprises a step 06 of monitoring whether the seat completes the callback task within a preset time, and if not, allocating the callback task to other online seats with the least current task amount, and increasing the priority of the callback task.
To achieve the above object, the present invention also provides a customer incoming line distribution system adapted to implement the above method, comprising:
the calling number identification module is suitable for identifying the calling number of the incoming line of the customer;
the seat docking module is suitable for judging whether a first seat correspondingly matched with the customer is online and idle when the calling number identification is passed, and if so, accessing the first seat; judging whether the alternative first seat of the first seat is online and idle, and if so, accessing the alternative first seat; judging whether a second seat of the team where the first seat is located is online and idle, and if so, accessing the second seat; judging whether a captain of the team of the first seat is online and free, and if so, accessing the captain of the team; the system is also suitable for judging whether an on-line and idle seat exists or not when the identification of the calling number and the certificate number is not passed, and accessing the seat if the on-line and idle seat exists;
the certificate number identification module is suitable for identifying the certificate number input by a client;
the prompt information module is suitable for prompting the client to contact the client as soon as possible;
the task generation module is suitable for generating a task which is called back to the client;
and the task allocation module is suitable for allocating the callback task to the corresponding seat according to the calling number and/or the certificate number of the client.
Furthermore, the prompt information module is also suitable for voice broadcasting service types and prompting the client to press keys for selection.
To achieve the above object, the present invention also provides a computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the processor implementing the steps of the above method when executing the program.
To achieve the above object, the present invention also provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, performs the steps of the above method.
According to the customer incoming line distribution method, the customer incoming line distribution system, the computer equipment and the storage medium, whether a first seat, a first alternative seat, a second seat in a team, a team leader, any other seat and the like are online and free is sequentially searched through calling number identification and certificate number identification, and a seat with high matching degree is selected for a customer so as to meet the requirements of the customer as far as possible; and under the condition that no seat provides access, a callback/call-in task is set to remind the corresponding seat to contact the client in time. Meanwhile, after the customer enters the line, the customer is prompted to input the certificate number, the number of interaction between a telephone platform and a system is saved, time and resources are saved, and user experience is improved.
Drawings
FIG. 1 is a flow chart of a first embodiment of a customer incoming line distribution method of the present invention;
FIG. 2 is a schematic diagram of program modules of a first embodiment of a customer incoming line distribution system;
FIG. 3 is a diagram of a first embodiment of a customer incoming line distribution system according to the present invention;
fig. 4 is a flowchart of a second embodiment of the customer incoming line distribution method of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
The customer incoming line distribution method, the customer incoming line distribution system, the computer equipment and the storage medium are suitable for providing the most familiar seat access of related services for the customer active incoming line, and the user experience is improved. According to the invention, through calling number identification and certificate number identification, whether a first seat, a first alternative seat, a second seat in a team, a team leader, any other seat and the like are online and idle or not is sequentially searched, and a seat with high matching degree is selected for a client, so that the requirements of the client are met as much as possible; and under the condition that no seat provides access, a callback/call-in task is set to remind the corresponding seat to contact the client in time. Meanwhile, after the customer enters the line, the customer is prompted to input the certificate number, the number of interaction between a telephone platform and a system is saved, time and resources are saved, and user experience is improved.
Example one
Referring to fig. 1, a customer incoming line distribution method of the embodiment includes the following steps:
and step 01, identifying the calling number of the incoming line of the customer, prompting the customer to input a certificate number and recording, executing step 011 if the calling number passes the identification, and executing step 02 if the calling number does not pass the identification.
In the step, the calling number is automatically identified by the system and is matched with the telephone numbers of all the clients prestored in the system, if the calling number is matched with the telephone numbers of all the clients prestored in the system, the calling number is identified as passing the identification, and the information of the client is called out and the matched seat corresponding to the client is found. The corresponding and matched agents are generally agents which have been contacted and served with the customer for one or more times before, and establish a one-to-one binding relationship with the customer in the system, and the binding is generally not released under the condition that the agents are not out of duty.
In the step, the user is prompted to input the calling number after the user enters the line, and the user is not required to be prompted to input the calling number after the calling number identification fails, so that the interaction times of a telephone platform and a system are reduced, the occupied resources are small, meanwhile, the time for the user to wait for connection during line entering is saved, and the user experience is improved.
Step 011, judging whether the first seat correspondingly matched with the customer is on-line and idle, if so, accessing the first seat, otherwise, executing step 012.
In this step, after finding the first seat corresponding to the customer, the system determines whether the first seat is online and idle, if so, the system automatically routes to the first seat to answer, and if the first seat is not online or busy, the system finds the alternative first seat of the first seat, namely, executes the next step.
And step 012, judging whether the alternative first seat of the first seat is online and idle, if so, accessing the alternative first seat, otherwise, executing step 013.
In the step, the system finds a candidate first seat of the first seat, judges whether the candidate first seat is online and idle, automatically routes and transfers the candidate first seat to answer if the candidate first seat is online and idle, and finds a team where the first seat and the candidate first seat are located and other seats of a skill group if the candidate first seat is not online or busy, namely, executes the next step. The alternative first agent typically belongs to the same team, the same skill group, as the first agent.
And 013, judging whether a second seat of the team where the first seat is located is online and idle, if so, accessing the second seat, and if not, executing 014.
In the step, the system finds any other seat of the team and the skill group where the first seat and the alternative first seat are located, judges whether the other seats of the team and the skill group are online and idle, automatically routes the other seats to answer if the other seats of the team and the skill group are online or busy, finds the team leader of the team and the skill group where the first seat and the alternative first seat are located, and executes the next step.
And step 014, judging whether the team leader of the team of the first seat is online and idle, if so, accessing the team leader, and otherwise, executing the step 03.
In the step, the system finds out the team leader of the team and the skill group where the first agent and the alternative first agent are located, judges whether the team leader is online and free, automatically routes the team leader to answer if the team leader is online and free, and executes the step 03 if the team leader is not online or busy. Until this step, the system automatically searches the corresponding matched first seat, alternative first seat, second seat, team leader in turn, all the seats defined as being familiar with the customer service are judged whether to be online and idle in turn, if none of the seats are online or idle, the system will not switch to other seats unfamiliar with the service to answer, and step 03 is executed.
And step 02, identifying the certificate number input by the customer, executing step 011 if the certificate number passes the identification, and executing step 021 if the certificate number does not pass the identification.
In this step, through the process of step 01 and its substeps, the identification and subsequent steps to the caller number, if the caller number of customer is the caller number that the customer is not commonly used, or with telephone number that is preserved in the system not unanimous, but the customer is not the new customer, then need further to discern the certificate number, such as the identity card number, in order to match the identity card number library preserved in the system, if match to unanimously, think to pass and discern, and call out the information of the customer and find the seat that the customer matches correspondingly, and then carry out step 011 ~ 014. If the matching is not consistent, the client is considered as a new client, and the random allocation principle is adopted to randomly allocate the client to online and idle agents for listening.
And 021, judging whether an online and idle seat exists, if so, accessing the seat, and otherwise, executing 03.
In the step, the system randomly allocates the on-line and idle agents to answer, and after the agents are connected, the system generates and displays fields such as customer numbers, telephone numbers, identity card numbers and the like for the clients, and prompts the agents to finish the input of other information.
And step 03, prompting the client to contact the client as soon as possible and waiting for the client to hang up.
In the step, all seats and teams considered to be familiar with the customer service are not online or busy, the system automatically broadcasts to remind the customer, the customer can be contacted as soon as possible, and the customer is waited to hang up. Preferably, the step further comprises voice broadcasting the service type and prompting the client to press a key for selection, so that the system can establish a callback task according to the service type.
And step 04, ending the call and generating a task for calling back to the client.
In this step, the system automatically generates a task of calling back to the client after waiting for the client to hang up and ending the call. Preferably, the callback task is pre-set for a short completion time to ensure that the customer is contacted as quickly as possible.
And step 05, allocating the callback task to a corresponding seat according to the calling number and/or the certificate number of the client.
With continued reference to fig. 2, a customer incoming line distribution system is shown, in this embodiment, the customer incoming line distribution system 10 may be divided into one or more program modules, and the one or more program modules are stored in a storage medium and executed by one or more processors to implement the present invention and implement the customer incoming line distribution method described above. Program modules, as referred to herein, are defined as a series of computer program instruction segments that are capable of performing a specified function and that are more suitable than the program itself for describing the execution of the customer premises distribution system 10 on a storage medium. The following description will specifically describe the functions of the program modules of the present embodiment:
a calling number identification module 11, adapted to identify a calling number of a customer incoming line;
the seat docking module 12 is adapted to determine whether a first seat correspondingly matched with the customer is online and idle when the calling number identification is passed, and if so, the first seat is accessed; judging whether the alternative first seat of the first seat is online and idle, and if so, accessing the alternative first seat; judging whether a second seat of the team where the first seat is located is online and idle, and if so, accessing the second seat; judging whether a captain of the team of the first seat is online and free, and if so, accessing the captain of the team; the system is also suitable for judging whether an on-line and idle seat exists or not when the identification of the calling number and the certificate number is not passed, and accessing the seat if the on-line and idle seat exists;
a certificate number recognition module 13 adapted to recognize a certificate number input by a customer;
a prompt information module 14 adapted to prompt the customer to contact the customer as soon as possible;
a task generating module 15 adapted to generate a task to be called back to the customer;
and the task allocation module 16 is suitable for allocating the callback task to the corresponding seat according to the calling number and/or the certificate number of the client.
The prompt information module 14 is further adapted to voice-broadcast the service type and prompt the client to perform key selection. The system also comprises a binding module which is suitable for binding the certificate number of the client with the calling number.
The embodiment also provides a computer device, such as a smart phone, a tablet computer, a notebook computer, a desktop computer, a rack server, a blade server, a tower server or a rack server (including an independent server or a server cluster composed of a plurality of servers) capable of executing programs, and the like. The computer device 20 of the present embodiment includes at least, but is not limited to: a memory 21, a processor 22, which may be communicatively coupled to each other via a system bus, as shown in FIG. 3. It is noted that fig. 3 only shows the computer device 20 with components 21-22, but it is to be understood that not all shown components are required to be implemented, and that more or fewer components may be implemented instead.
In the present embodiment, the memory 21 (i.e., a readable storage medium) includes a flash memory, a hard disk, a multimedia card, a card-type memory (e.g., SD or DX memory, etc.), a Random Access Memory (RAM), a Static Random Access Memory (SRAM), a read-only memory (ROM), an electrically erasable programmable read-only memory (EEPROM), a programmable read-only memory (PROM), a magnetic memory, a magnetic disk, an optical disk, and the like. In some embodiments, the storage 21 may be an internal storage unit of the computer device 20, such as a hard disk or a memory of the computer device 20. In other embodiments, the memory 21 may also be an external storage device of the computer device 20, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), or the like, provided on the computer device 20. Of course, the memory 21 may also include both internal and external storage devices of the computer device 20. In this embodiment, the memory 21 is generally used for storing an operating system and various application software installed on the computer device 20, such as the program codes of the customer line distribution system 10 of the second embodiment. Further, the memory 21 may also be used to temporarily store various types of data that have been output or are to be output.
Processor 22 may be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data Processing chip in some embodiments. The processor 22 is typically used to control the overall operation of the computer device 20. In this embodiment, the processor 22 is configured to execute program codes stored in the memory 21 or process data, such as operating the customer line distribution system 10.
The present embodiment also provides a computer-readable storage medium, such as a flash memory, a hard disk, a multimedia card, a card-type memory (e.g., SD or DX memory, etc.), a Random Access Memory (RAM), a Static Random Access Memory (SRAM), a read-only memory (ROM), an electrically erasable programmable read-only memory (EEPROM), a programmable read-only memory (PROM), a magnetic memory, a magnetic disk, an optical disk, a server, an App application mall, etc., on which a computer program is stored, which when executed by a processor implements corresponding functions. The computer readable storage medium of the present embodiment is used for storing a customer incoming line distribution system 10, which when executed by a processor implements the customer incoming line distribution method of the first embodiment.
Example two
Referring to fig. 4, the customer incoming line distribution method of the embodiment is based on the first embodiment and includes the following steps:
and step 01, identifying the calling number of the incoming line of the customer, prompting the customer to input a certificate number and recording, executing step 011 if the calling number passes the identification, and executing step 02 if the calling number does not pass the identification.
In the step, the calling number is automatically identified by the system and is matched with the telephone numbers of all the clients prestored in the system, if the calling number is matched with the telephone numbers of all the clients prestored in the system, the calling number is identified as passing the identification, and the information of the client is called out and the matched seat corresponding to the client is found.
Step 011, judging whether the first seat correspondingly matched with the customer is on-line and idle, if so, accessing the first seat, otherwise, executing step 012.
In this step, after finding the first seat corresponding to the customer, the system determines whether the first seat is online and idle, if so, the system automatically routes to the first seat to answer, and if the first seat is not online or busy, the system finds the alternative first seat of the first seat, namely, executes the next step.
And step 012, judging whether the alternative first seat of the first seat is online and idle, if so, accessing the alternative first seat, otherwise, executing step 013.
In the step, the system finds a candidate first seat of the first seat, judges whether the candidate first seat is online and idle, automatically routes and transfers the candidate first seat to answer if the candidate first seat is online and idle, and finds a team where the first seat and the candidate first seat are located and other seats of a skill group if the candidate first seat is not online or busy, namely, executes the next step. The alternative first agent typically belongs to the same team, the same skill group, as the first agent.
And 013, judging whether a second seat of the team where the first seat is located is online and idle, if so, accessing the second seat, and if not, executing 014.
In the step, the system finds any other seat of the team and the skill group where the first seat and the alternative first seat are located, judges whether the other seats of the team and the skill group are online and idle, automatically routes the other seats to answer if the other seats of the team and the skill group are online or busy, finds the team leader of the team and the skill group where the first seat and the alternative first seat are located, and executes the next step.
And step 014, judging whether the team leader of the team of the first seat is online and idle, if so, accessing the team leader, and otherwise, executing the step 03.
In the step, the system finds out the team leader of the team and the skill group where the first agent and the alternative first agent are located, judges whether the team leader is online and free, automatically routes the team leader to answer if the team leader is online and free, and executes the step 03 if the team leader is not online or busy. Until this step, the system automatically searches the corresponding matched first seat, alternative first seat, second seat, team leader in turn, all the seats defined as being familiar with the customer service are judged whether to be online and idle in turn, if none of the seats are online or idle, the system will not switch to other seats unfamiliar with the service to answer, and step 03 is executed.
And step 02, identifying the certificate number input by the customer, binding the certificate number with the calling number dialed by the customer at the time if the certificate number passes the identification, so that the customer can be identified when dialing by using the calling number next time, executing step 011, and executing step 021 if the certificate number does not pass the identification.
In this step, through the process of step 01 and its substeps, the identification and subsequent steps to the calling number, if the calling number of the customer is the calling number that the customer is not commonly used, or inconsistent with telephone number that is preserved in the system, but the customer is not a new customer, then need to discern the calling number such as the identity card number, in order to match the identity card number library preserved in the system, if match to be unanimous, think that passes the identification, and call out the information of the customer and find the seat that the customer matches correspondingly, and then carry out steps 011 ~ 014. If the matching is not consistent, the client is considered as a new client, and the random allocation principle is adopted to randomly allocate the client to online and idle agents for listening.
And 021, judging whether an online and idle seat exists, if so, accessing the seat, and otherwise, executing 03.
In the step, the system randomly allocates the on-line and idle agents to answer, and after the agents are connected, the system generates and displays fields such as customer numbers, telephone numbers, identity card numbers and the like for the clients, and prompts the agents to finish the input of other information.
And step 03, prompting the client to contact the client as soon as possible and waiting for the client to hang up.
In the step, all seats and teams considered to be familiar with the customer service are not online or busy, the system automatically broadcasts to remind the customer, the customer can be contacted as soon as possible, and the customer is waited to hang up. Preferably, the step further comprises voice broadcasting the service type and prompting the client to press a key for selection, so that the system can establish a callback task according to the service type.
And step 04, ending the call and generating a task for calling back to the client.
In this step, the system automatically generates a task of calling back to the client after waiting for the client to hang up and ending the call. Preferably, the callback task is pre-set for a short completion time to ensure that the customer is contacted as quickly as possible.
And step 05, allocating the callback task to a corresponding seat according to the calling number and/or the certificate number of the client.
In this step, two situations are included: firstly, if the calling number or the certificate number passes the identification, the callback task is allocated to an agent which is correspondingly matched with the customer, namely a first agent; and secondly, if the calling number and the certificate number are not identified, allocating the callback task to an online seat with the least current task amount according to the service type selected by the customer according to the prompt before hanging up.
For the first situation, the method further comprises a step 06 of monitoring whether the seat completes the callback task within a preset time, and if not, pushing a prompt and upgrading the callback task; for the second case, the method further includes step 06 of monitoring whether the agent completes the callback task within a preset time, and if not, allocating the callback task to other online agents with the least amount of the current task (preferably, agents belonging to the same team or skill group as the agent with the incomplete task and the service type selected by the same client), and raising the priority of the callback task.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner.
The above description is only a preferred embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes, which are made by using the contents of the present specification and the accompanying drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.
Claims (10)
1. A customer line distribution method, comprising the steps of:
step 01, identifying a calling number of a customer incoming line, prompting the customer to input a certificate number and recording, if the calling number passes the identification, executing step 011, and if the calling number does not pass the identification, executing step 02;
step 011, judging whether a first seat correspondingly matched with the customer is online and idle, if so, accessing the first seat, otherwise, executing step 012;
step 012, determining whether an alternative first agent of the first agent is online and idle, if so, accessing the alternative first agent, otherwise, executing step 013;
step 013, judging whether a second seat of the team where the first seat is located is online and idle, if so, accessing the second seat, and if not, executing step 014;
step 014, judging whether the captain of the team where the first seat is located is online and idle, if so, accessing the captain, otherwise, executing step 03;
step 02, identifying the certificate number input by the customer, if the certificate number passes the identification, executing the step 011, and if the certificate number does not pass the identification, executing the step 021;
step 021, judging whether an online and idle seat exists, if so, accessing the seat, and if not, executing step 03;
step 03, prompting the client to contact the client as soon as possible and waiting for the client to hang up;
step 04, ending the call and generating a task to be called back to the client;
step 05, allocating the callback task to a corresponding seat according to the calling number and/or the certificate number of the client, wherein if the calling number or the certificate number passes the identification, the callback task is allocated to a seat which is correspondingly matched with the client, namely a first seat; if the calling number and the certificate number are not identified, the callback task is allocated to the seat which is on line and has the least task amount at present according to the service type selected by the customer according to the prompt before the customer hangs up.
2. The customer incoming line distribution method of claim 1, wherein: and if the identification is passed in the step 02, the method also comprises the step of binding the certificate number of the client with the calling number.
3. The customer incoming line distribution method of claim 1, wherein: step 05 includes that if the calling number or the certificate number passes the identification, the call-back task is distributed to the seat correspondingly matched with the customer.
4. The customer incoming line distribution method of claim 3, wherein: and a step 06 of monitoring whether the seat completes the callback task within a preset time, and if not, pushing a reminder and upgrading the callback task.
5. The customer incoming line distribution method of claim 1, wherein: step 05 also comprises that if the identification of the calling number and the certificate number is not passed, the callback task is distributed to the agents which are on line and have the least current task amount.
6. The customer incoming line distribution method of claim 5, wherein: step 03 also includes voice broadcasting the service type and prompting the client to press keys for selection; step 05 also comprises allocating the callback task to the seat which is on line and has the least amount of current task according to the service type selected by the customer.
7. The customer incoming line distribution method of claim 6, wherein: and a step 06 of monitoring whether the seats complete the callback task within a preset time, if not, allocating the callback task to other online seats with the least current task amount, and increasing the priority of the callback task.
8. A customer incoming line distribution system adapted to implement the method of any of claims 1 to 7, characterized in that it comprises:
the calling number identification module is suitable for identifying the calling number of the incoming line of the customer;
the seat docking module is suitable for judging whether a first seat correspondingly matched with the customer is online and idle when the calling number identification is passed, and if so, accessing the first seat; judging whether the alternative first seat of the first seat is online and idle, and if so, accessing the alternative first seat; judging whether a second seat of the team where the first seat is located is online and idle, and if so, accessing the second seat; judging whether a captain of the team of the first seat is online and free, and if so, accessing the captain of the team; the system is also suitable for judging whether an on-line and idle seat exists or not when the identification of the calling number and the certificate number is not passed, and accessing the seat if the on-line and idle seat exists;
the certificate number identification module is suitable for identifying the certificate number input by a client;
the prompt information module is suitable for prompting the client to contact the client as soon as possible;
the task generation module is suitable for generating a task which is called back to the client;
the task allocation module is suitable for allocating the callback task to a corresponding seat according to the calling number and/or the certificate number of the client, wherein if the calling number or the certificate number passes the identification, the callback task is allocated to a seat which is correspondingly matched with the client, namely a first seat; if the calling number and the certificate number are not identified, the callback task is allocated to the seat which is on line and has the least task amount at present according to the service type selected by the customer according to the prompt before the customer hangs up.
9. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the processor implementing the steps of the method of any one of claims 1 to 7 when executing the program.
10. A computer-readable storage medium having stored thereon a computer program, characterized in that: the program when executed by a processor implements the method of any one of claims 1 to 7.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201711037791.5A CN107682572B (en) | 2017-10-26 | 2017-10-26 | Customer incoming line distribution method, system, computer equipment and storage medium |
| PCT/CN2018/076432 WO2019080416A1 (en) | 2017-10-26 | 2018-02-12 | Customer incoming call allocation method and system, computer device and storage medium |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201711037791.5A CN107682572B (en) | 2017-10-26 | 2017-10-26 | Customer incoming line distribution method, system, computer equipment and storage medium |
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| CN107682576B (en) * | 2017-10-26 | 2020-01-14 | 平安科技（深圳）有限公司 | Customer incoming line distribution method, system, computer equipment and storage medium |
| CN107682572B (en) * | 2017-10-26 | 2020-01-14 | 平安科技（深圳）有限公司 | Customer incoming line distribution method, system, computer equipment and storage medium |
| CN108418980B (en) * | 2018-02-28 | 2020-08-21 | 四川新网银行股份有限公司 | Method for recovering lost client in queuing process |
| CN108521524B (en) * | 2018-04-09 | 2020-10-16 | 平安科技（深圳）有限公司 | Agent collaborative task management method and device, computer equipment and storage medium |
| CN109688282B (en) * | 2019-03-01 | 2021-05-18 | 中国联合网络通信集团有限公司 | Call processing method, device, server and storage medium |
| CN110536032A (en) * | 2019-07-09 | 2019-12-03 | 中国平安财产保险股份有限公司 | Message method, device, electronic equipment and storage medium |
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| CN1882019A (en) * | 2005-06-17 | 2006-12-20 | 中兴通讯股份有限公司 | Method for call center realizing active callback and its active callback system |
| AU2011316871A1 (en) * | 2010-10-21 | 2013-05-23 | Micro Macro Assets Llc | System and method for maximizing efficiency of call transfer speed |
| CN102546981A (en) * | 2010-12-31 | 2012-07-04 | 上海博泰悦臻电子设备制造有限公司 | Method and device for identifying users and switching agents |
| CN103813036B (en) * | 2014-02-21 | 2015-01-14 | 广东绿瘦健康信息咨询有限公司 | Communication connection allocation method and system thereof |
| CN105306426A (en) * | 2014-07-18 | 2016-02-03 | 中兴通讯股份有限公司 | Customer service method of cooperative communication and customer service system |
| CN105530387B (en) * | 2015-12-14 | 2018-11-13 | 上海携程商务有限公司 | The call processing method of IVR system |
| CN107135319B (en) * | 2017-03-13 | 2019-10-25 | 平安科技（深圳）有限公司 | Distribution method of attending a banquet and device |
| CN107682576B (en) * | 2017-10-26 | 2020-01-14 | 平安科技（深圳）有限公司 | Customer incoming line distribution method, system, computer equipment and storage medium |
| CN107682572B (en) * | 2017-10-26 | 2020-01-14 | 平安科技（深圳）有限公司 | Customer incoming line distribution method, system, computer equipment and storage medium |
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