CN107864300B - Outbound method and system - Google Patents
Outbound method and system Download PDFInfo
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- CN107864300B CN107864300B CN201611024461.8A CN201611024461A CN107864300B CN 107864300 B CN107864300 B CN 107864300B CN 201611024461 A CN201611024461 A CN 201611024461A CN 107864300 B CN107864300 B CN 107864300B
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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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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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
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Abstract
The invention discloses an outbound method, which comprises the following steps: when an outbound list is received, judging whether the outbound list accords with a preset automatic outbound rule or not; when the outbound list accords with the automatic outbound rule, storing the outbound list into an automatic outbound name list pool; the outbound list in the automatic outbound name list pool is sent to a telephone platform for automatic call processing; and when receiving a connection prompt sent by the telephone platform, switching the outbound list to an agent for processing. The invention also provides an outbound system. The invention solves the technical problems of high on-site labor cost, low name list passing rate and low conversion rate of the prior art, and low working efficiency of the seat.
Description
Technical Field
The present invention relates to the field of data communication technologies, and in particular, to an outbound method and system.
Background
For the electricity sales call system, besides the work of calling and maintaining the outbound list of the electricity sales system, other types of lists sent by other systems are received for call processing, such as an internet sales list, a return visit list, and the like. For the different types of outbound lists, the current processing mode is that manual dialing is carried out by an agent, but due to the reasons of large number of lists, inconsistent list quality, inconsistent product expiration time and the like, the method not only meets the requirement of carrying out call processing on a large number of lists sent by other systems, but also needs to occupy a large amount of field labor, so that the labor cost is high; and the conditions that the telephone number is invalid and can not be connected frequently occur, so that the call completing rate is low, the conversion rate is low, namely, the efficiency of converting the outbound list into the client is low, the service volume of the seat is influenced, and the working efficiency of the seat is low.
Disclosure of Invention
The invention provides an outbound method and system, and mainly aims to solve the technical problems that in the prior art, the field labor cost is high, and the working efficiency of an agent is low due to low name list passing rate and low conversion rate.
In order to achieve the above object, the present invention provides an outbound method, which comprises:
when an outbound list is received, judging whether the outbound list accords with a preset automatic outbound rule or not;
when the outbound list accords with the automatic outbound rule, storing the outbound list into an automatic outbound name list pool;
the outbound list in the automatic outbound name list pool is sent to a telephone platform for automatic call processing; and
and when receiving a connection prompt sent by the telephone platform, switching the outbound list to an agent for processing.
Optionally, the step of forwarding the outbound list to an agent for processing when receiving a connection prompt sent by the telephony platform includes:
when receiving a connection prompt sent by the telephone platform, searching for an agent corresponding to the type of the connected outbound list;
and accessing the outbound list to the found agents which are not in a conversation state for processing, wherein when the list type is a return visit list, client information corresponding to the outbound list is pushed to the accessed agents.
Optionally, the automatic outbound rules include rules that a list of partial types can be directly stored to an automatic outbound namelist pool;
when the outbound list accords with the automatic outbound rule, the step of storing the outbound list into an automatic outbound name list pool comprises the following steps:
and if the list type of the outbound list is the part type, storing the outbound list into the automatic outbound name list pool.
Optionally, before the step of issuing the outbound list in the automatic outbound list pool to a phone platform for automatic outbound processing, the outbound method further includes:
determining the issuing time and the issuing frequency set for the outbound list of each list type;
the step of issuing the outbound list in the automatic outbound name list pool to a telephone platform for automatic outbound processing comprises:
and when the issuing time is up, issuing the outbound list under the list type to the telephone platform according to the issuing frequency.
Optionally, the outbound method further includes:
if the list type of the outbound list is not the part type and the list type of the outbound list is the network marketing list, storing the outbound list to a standby list pool; and
and when the fact that the list type in the automatic outbound name list pool is that the number of outbound lists of the internet sale list is smaller than a preset threshold value is detected, transferring the outbound list of the standby name list pool to the automatic outbound name list pool.
In addition, to achieve the above object, the present invention also provides an outbound system, including:
the list judging module is used for judging whether the outbound list accords with a preset automatic outbound rule or not when the outbound list is received;
the list storage module is used for storing the outbound list into an automatic outbound name list pool when the outbound list accords with the automatic outbound rule;
the list issuing module is used for issuing the outbound list in the automatic outbound list pool to a telephone platform for automatic call processing; and
and the call forwarding module is used for forwarding the outbound list to the seat for processing when receiving the connection prompt sent by the telephone platform.
Optionally, the call forwarding module includes:
the seat searching unit is used for searching a seat corresponding to the type of the connected outbound list when receiving a connection prompt sent by the telephone platform;
the call forwarding unit is used for accessing the outbound list to the found agents which are not in the call state for processing;
and the information pushing unit is used for pushing the client information corresponding to the outbound list to the accessed seat when the list type is a return visit list.
Optionally, the automatic outbound rules include rules that a list of partial types can be directly stored to an automatic outbound namelist pool;
the list storage module is further configured to:
and if the list type of the outbound list is the part type, storing the outbound list into the automatic outbound name list pool.
Optionally, the outbound system further comprises:
the parameter configuration module is used for determining the issuing time and the issuing frequency set for the outbound list of each list type;
the list issuing module is further configured to: and when the issuing time is up, issuing the outbound list under the list type to the telephone platform according to the issuing frequency.
Optionally, the list storage module is further configured to: if the list type of the outbound list is not the part type and the list type of the outbound list is the net sale list, storing the outbound list to a standby list pool;
the outbound system further comprises:
and the list transfer module is used for transferring the outbound list of the standby list pool to the automatic outbound list pool when detecting that the number of the outbound lists with the list types of the net sale lists in the automatic outbound list pool is smaller than a preset threshold value.
The outbound method and the system provided by the invention receive the outbound list and judge whether the outbound list accords with the preset automatic outbound rule, if so, the outbound list is stored in the automatic outbound list pool, the outbound list in the automatic outbound list pool is issued to the telephone platform for automatic dialing calling, and when a connection prompt sent by the telephone platform is received, the connected outbound list is transferred to the seat for processing, thus, for the seat, the call waiting time is saved, the list in the automatic outbound list pool is filtered at the telephone platform, the list which can not be connected can not be transferred to the seat for processing, the lists received by the seat are connected, the connection rate and the conversion rate are greatly improved for the seat, the working efficiency of the seat is improved, and simultaneously, the connection rate is improved, compared with the existing agent system, the number of agents can be reduced, the requirement of call processing on lists sent by other systems can be met, and the labor cost of the agents is reduced.
Drawings
FIG. 1 is a flow chart of a first embodiment of an outbound method of the present invention;
fig. 2 is a detailed flowchart of the step of transferring the connected outbound list to the agent processing in the second embodiment of the outbound method of the present invention;
FIG. 3 is a functional block diagram of a first embodiment of the outbound call system of the present invention;
FIG. 4 is a schematic diagram of detailed functional modules of a call forwarding module in a second embodiment of the outbound call system of the present invention;
fig. 5 is a functional block diagram of a third embodiment of the outbound call system of the present invention.
The implementation, functional features and advantages of the objects of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
The invention provides an outbound method. Referring to fig. 1, a flow chart of a first embodiment of the outbound method of the present invention is shown.
In this embodiment, the outbound method includes:
and step S10, when the outbound list is received, judging whether the outbound list accords with the preset automatic outbound rule.
And step S20, storing the outbound list into an automatic outbound list pool when the outbound list accords with the automatic outbound rule.
The electricity sales system manages the outbound list of the system and receives the outbound lists sent by other systems. These lists include different types, such as an internet sale list, a return visit list, and a telesale list, among others. The method comprises the following steps that an internet sales list is an outbound list acquired by an internet sales system through various channels and is sent to an electricity sales system in real time or irregularly, the number of the lists is large, and the quality of the lists is uneven due to different information integrity, list sources and the like; the return visit list is a client who uses related products currently, and needs to return visits to know the using conditions of the clients for the products and whether the clients need to continuously purchase the related products after the currently used products are expired, the products generally have a certain service life, and the call completing rate is low due to the reason that the time of receiving the list is far from the expiration time of the products, and the like, wherein the related products can be insurance products or financial products of producers and the like; for the electric sales lists maintained by the electric sales system, call processing is also required to be carried out by the agents, and the lists also have the phenomenon of call completing rate caused by number failure and the like. The products can be insurance products, financial products and the like, and the outbound list at least comprises information such as contact names, contact person telephone numbers and the like.
In this embodiment, the automatic outbound rule is preset, specifically, different outbound rules may be set for different types of lists, and for various received types of lists, it is determined whether the lists meet the automatic outbound rule, and if so, the lists are stored in the automatic outbound list pool.
As an embodiment, step S10 may include the following refinement steps:
when an outbound list is received, determining the list type of the outbound list, and judging whether the outbound list accords with an automatic outbound rule corresponding to the list type.
Step S20 may include the following refinement steps:
if the outbound list accords with the automatic outbound rule, the outbound list is classified and stored in the automatic outbound name list pool according to the corresponding list type.
It should be noted that the outbound list in the embodiment of the present invention includes an telemarketing list maintained by a telemarketing system itself, a return visit list, and an outbound list sent by an internet marketing system, which all refer to a list including a contact name and a contact phone number, but the number of the outbound list received each time is not constant, and only one list may be provided; or may be a list containing a large number of contact information. For the return visit list, the product information of the product currently used by the contact person and the service life of the product are also included.
In this embodiment, according to the characteristics of the lists of different list types, the automatic outbound rule corresponding to the list type is set, for example, for the return visit list, since the products all have a certain service life and the purchase time of different customers is different, the use expiration time is different, and the corresponding automatic outbound rule may be set as: storing the return visit list of which the time interval between the time of receiving the return visit list and the expiration time of the product in the list is greater than the preset time interval into an automatic outbound pool; for the network sale list, the low-quality list with low information integrity and poor list source can be stored in the automatic outbound name list pool according to the information integrity and the list source evaluation list quality of the outbound name list; the same principle can be adopted for other types of outbound lists, and the automatic outbound rule is set for filtering to judge whether to store in the automatic outbound list pool or not. When an outbound list is received, the type of the list is determined, then whether the list accords with the automatic outbound rule corresponding to the type of the list is judged, and when the list which accords with the automatic outbound rule is stored in an automatic outbound name list pool, the different types of outbound lists are classified and stored.
As another embodiment, the automatic outbound rules include rules that a list of partial types can be directly deposited into an automatic outbound namelist pool; that is, different processing manners are adopted for different types of lists, for example, a preset part of types of lists (such as an electric sales list) can be directly stored in an automatic outbound name list pool, and other types of lists cannot be used for the like. Thus, when the received outbound list is the list of the part of types, the received outbound list is directly put into the automatic outbound list pool.
And step S30, the outbound list in the automatic outbound list pool is sent to a telephone platform for automatic call processing.
And step S40, when receiving the connection prompt sent by the telephone platform, transferring the outbound list to the seat for processing.
In this embodiment, for the outbound lists stored in the automatic outbound name list pool, the agent may not directly obtain them, that is, when the system receives the list obtaining request of the agent or actively issues the outbound lists of the system to the agent for processing, the lists in the automatic outbound name list pool are not directly issued to the agent, and these outbound lists do not need to be dialed by the user manually.
The embodiment is also provided with a telephone platform for automatic outbound, the list in the automatic outbound name list pool is sent to the telephone platform, the telephone platform carries out automatic dialing calling, and can immediately send a connection prompt to the telephone expense system after the telephone is connected, and the system switches the outbound list to the seat for processing after receiving the connection prompt; the call-out list of the failed call of the telephone number does not need to be transferred, and it can be understood that the telephone platform needs to be connected with a calling device of the seat system, so that the transfer of the telephone can be realized.
Further, in other embodiments, call rules may be set for the phone platform, for example, for a phone number in the list, when a certain number of consecutive calls are not answered or cannot be connected, the call is not made any more, and the number is marked as a call failure.
The outbound method provided by the embodiment receives the outbound list and judges whether the outbound list accords with the preset automatic outbound rule, if so, the outbound list is stored in the automatic outbound name single pool, the outbound list in the automatic outbound name single pool is issued to the telephone platform for automatic dialing calling, and when a connection prompt sent by the telephone platform is received, the connected outbound list is transferred to an agent for processing, so that the call waiting time is saved for the agent, the list in the automatic outbound name single pool can be filtered at the telephone platform, the list which cannot be connected can not be transferred to the agent for processing, the lists which are all connected are received by the agent, the connection rate and the conversion rate are greatly improved for the agent, the working efficiency of the agent is improved, and meanwhile, due to the improvement of the connection rate, compared with the existing agent system, the number of the agents can be reduced, the requirement of call processing on lists sent by other systems can be met, and the labor cost of the agents is reduced.
A second embodiment of the outbound method of the present invention is presented based on the first embodiment. Referring to fig. 2, in the present embodiment, step S40 may include the following refinement steps:
step S41, when receiving the connection prompt sent by the telephone platform, searching the seat corresponding to the connected type of the outbound list.
Step S42, the outbound list is accessed to the found agents which are not in the conversation state for processing, wherein, when the list type is a return visit list, the client information corresponding to the outbound list is pushed to the accessed agents.
The agent is provided with rights via a person management system which is dedicated to the management of the agent, for example, the agent is provided with a matching list type. When receiving a call-in prompt sent by a telephone platform, determining the seats corresponding to the called-in outbound list, searching the seats which are not in a conversation state in the seats, and switching the connected telephone to the seat, wherein if a plurality of seats meeting the conditions are available, one seat can be randomly selected for switching, or the seat with a high priority can be selected for switching according to the priority of the seat.
For the return visit list, the call forwarding is carried out, and meanwhile, the customer information corresponding to the outbound list is pushed to the accessed seat, so that the seat personnel can know the detailed information of the product used by the current customer, and the communication with the customer is facilitated.
A third embodiment of the outbound method of the present invention is presented based on the first embodiment. In this embodiment, before step S30, the outbound method further includes:
and determining the sending time and sending frequency set for the outbound list of each list type.
Step S40 further includes: and when the issuing time is up, issuing the outbound list under the list type to the telephone platform according to the issuing frequency.
Before the list in the automatic outbound name list pool is issued to the telephone platform, the issuing time and the issuing frequency of the outbound list in each list type are set, and for an agent, the agent can process the outbound lists of different types in different time periods. And when the set issuing time is reached, issuing the outbound list under the list type corresponding to the issuing time to the telephone platform according to the corresponding issuing frequency.
Further, the outbound method further comprises:
if the list type of the outbound list is not the part type and the list type of the outbound list is the network marketing list, storing the outbound list to a standby list pool; and
and when the fact that the list type in the automatic outbound name list pool is that the number of outbound lists of the internet sale list is smaller than a preset threshold value is detected, transferring the outbound list of the standby name list pool to the automatic outbound name list pool.
When the list type of the outbound list is not the partial type and is the net sales list, the outbound list is stored in the standby list pool, and when the quantity of the net sales list in the automatic outbound list pool is insufficient, the outbound list in the standby list pool is transferred to the automatic outbound list pool. It can be understood that, in the embodiment of the present invention, an automatic outbound name list pool and a standby name list pool may be set for one agent team, when an outbound list is stored in the automatic outbound name list pool, the outbound list is assigned to the automatic outbound name list pool of the agent team matched with the organization corresponding to the attribution place of the telephone number, and when the list in the standby name list pool is transferred to the automatic outbound name list pool, the transfer is also performed inside the same agent team.
The invention also provides an outbound system.
Referring to fig. 3, a functional module diagram of the outbound system according to the first embodiment of the present invention is shown.
In this embodiment, the outbound system includes:
the list judgment module 10 is configured to judge whether the outbound list conforms to a preset automatic outbound rule when the outbound list is received.
And the list storage module 20 is configured to store the outbound list into an automatic outbound list pool when the outbound list conforms to the automatic outbound rule.
The electricity sales system manages the outbound list of the system and receives the outbound lists sent by other systems. These lists include different types, such as an internet sale list, a return visit list, and a telesale list, among others. The method comprises the following steps that an internet sales list is an outbound list acquired by an internet sales system through various channels and is sent to an electricity sales system in real time or irregularly, the number of the lists is large, and the quality of the lists is uneven due to different information integrity, list sources and the like; the return visit list is a client who uses related products currently, and needs to return visits to know the using conditions of the clients for the products and whether the clients need to continuously purchase the related products after the currently used products are expired, the products generally have a certain service life, and the call completing rate is low due to the reason that the time of receiving the list is far from the expiration time of the products, and the like, wherein the related products can be insurance products or financial products of producers and the like; for the electric sales lists maintained by the electric sales system, call processing is also required to be carried out by the agents, and the lists also have the phenomenon of call completing rate caused by number failure and the like. The products can be insurance products, financial products and the like, and the outbound list at least comprises information such as contact names, contact person telephone numbers and the like.
In this embodiment, the automatic outbound rule is preset, specifically, different outbound rules may be set for different types of lists, the list determination module 10 determines whether the received lists of different types meet the automatic outbound rule, and if the received lists of different types meet the automatic outbound rule, the list storage module 20 stores the lists in an automatic outbound list pool.
As an implementation manner, the list judgment module 10 is further configured to determine a list type of the outbound list when the outbound list is received, and judge whether the outbound list meets an automatic outbound rule corresponding to the list type; the list storage module 20 is further configured to: if the outbound list accords with the automatic outbound rule, the outbound list is classified and stored in the automatic outbound name list pool according to the corresponding list type.
In this embodiment, according to the characteristics of the lists of different list types, the automatic outbound rule corresponding to the list type is set, for example, for the return visit list, since the products all have a certain service life and the purchase time of different customers is different, the use expiration time is different, and the corresponding automatic outbound rule may be set as: storing the return visit list of which the time interval between the time of receiving the return visit list and the expiration time of the product in the list is greater than the preset time interval into an automatic outbound pool; for the network sale list, the low-quality list with low information integrity and poor list source can be stored in the automatic outbound name list pool according to the information integrity and the list source evaluation list quality of the outbound name list; the same principle can be adopted for other types of outbound lists, and the automatic outbound rule is set for filtering to judge whether to store in the automatic outbound list pool or not. When the outbound list is received, the rule judging unit firstly determines the list type, then judges whether the list accords with the automatic outbound rule corresponding to the list type, and when the list which accords with the automatic outbound rule is stored in the automatic outbound name list pool, the classification storage unit classifies and stores the outbound lists of different types.
As another embodiment, the automatic outbound rules include rules that a list of partial types can be directly deposited into an automatic outbound namelist pool; that is, different processing manners are adopted for different types of lists, for example, a preset part of types of lists (such as an electric sales list) can be directly stored in an automatic outbound name list pool, and other types of lists cannot be used for the like. Thus, when the received outbound list is the list of the part of types, the received outbound list is directly put into the automatic outbound list pool.
And the list issuing module 30 is configured to issue the outbound list in the automatic outbound list pool to a telephone platform for automatic call processing.
And the call forwarding module 40 is used for forwarding the outbound list to the seat for processing when receiving the connection prompt sent by the telephone platform.
In this embodiment, for the lists stored in the automatic outbound name list pool, the agent may not directly obtain the lists, that is, when the system receives the list obtaining request of the agent or when the outbound lists of the system are actively issued to the agent for processing, the lists in the automatic outbound name list pool are not directly issued to the agent, and the outbound lists do not need to be dialed by the user manually.
In this embodiment, a phone platform for automatic outbound is further provided, the list issuing module 30 issues the list in the automatic outbound list pool to the phone platform, the phone platform performs automatic dialing calling, and after the phone is connected, a connection prompt can be immediately sent to the telephone sales system, and after the outbound system receives the connection prompt, the call forwarding module 40 forwards the outbound list to the seat for processing; the call-out list of the failed call of the telephone number does not need to be transferred, and it can be understood that the telephone platform needs to be connected with a calling device of the seat system, so that the transfer of the telephone can be realized.
Further, in other embodiments, call rules may be set for the phone platform, for example, for a phone number in the list, when a certain number of consecutive calls are not answered or cannot be connected, the call is not made any more, and the number is marked as a call failure.
The outbound system provided by this embodiment receives the outbound list and determines whether the outbound list meets the preset automatic outbound rule, if yes, the outbound list is stored in the automatic outbound list pool, the outbound list in the automatic outbound list pool is sent to the phone platform for automatic dialing call, and when a connection prompt sent by the phone platform is received, the connected outbound list is transferred to the seat for processing, so as to save call waiting time for the seat, the list in the automatic outbound list pool is filtered at the phone platform, the list which cannot be connected can not be transferred to the seat for processing, the lists which are all connected are received by the seat, the connection rate and the conversion rate are greatly improved for the seat, and the working efficiency of the seat is improved, meanwhile, due to the improvement of the connection rate, compared with the existing seat system, the number of the agents can be reduced, the requirement of call processing on lists sent by other systems can be met, and the labor cost of the agents is reduced.
A second embodiment of the outbound system of the present invention is presented based on the first embodiment. Referring to fig. 4, in the present embodiment, the call forwarding module 40 includes:
and the seat searching unit 41 is configured to search a seat corresponding to the type of the outbound list which is connected when a connection prompt sent by the telephone platform is received.
And the call forwarding unit 42 is configured to access the outbound list to the found agents that are not in a call state.
And an information pushing unit 43, configured to, when the list type is a return visit list, push the client information corresponding to the outbound list to the accessed agent.
The agent is provided with rights via a person management system which is dedicated to the management of the agent, for example, the agent is provided with a matching list type. When receiving a call-in prompt sent by the telephone platform, the agent searching unit 41 determines the agents corresponding to the called-in outbound list, and searches for the agents not in a call state among the agents, and the call forwarding unit 42 forwards the connected telephone to the agent. For the return visit list, while the call forwarding is performed, the information pushing unit 43 pushes the customer information corresponding to the outbound list to the accessed seat, so that the seat personnel can know the detailed information of the product currently used by the customer, and the communication with the customer is facilitated.
A third embodiment of the outbound call system of the present invention is presented based on the first embodiment. Referring to fig. 5, in this embodiment, the outbound system further includes:
and the parameter configuration module 50 is used for determining the sending time and sending frequency set for the outbound list of each list type.
The list issuing module 30 is further configured to: and when the issuing time is up, issuing the outbound list under the list type to the telephone platform according to the issuing frequency.
Before the list in the automatic outbound name list pool is issued to the telephone platform, the parameter configuration module 50 firstly sets the issuing time and the issuing frequency of the outbound list in each list type, and for the agent, the agent can process the outbound lists of different types in different time periods. And when the set issuing time is reached, issuing the outbound list under the list type corresponding to the issuing time to the telephone platform according to the corresponding issuing frequency.
Further, the list storage module 20 is further configured to: and if the list type of the outbound list is not the part type and the list type of the outbound list is the network marketing list, storing the outbound list to a standby list pool.
The outbound system further comprises: and the list transfer module is used for transferring the outbound list of the standby list pool to the automatic outbound list pool when detecting that the number of the outbound lists with the list types of the net sale lists in the automatic outbound list pool is smaller than a preset threshold value.
When the list type of the outbound list is not the partial type and is the net sales list, the list storage module 20 stores the list into the standby list pool, and when the quantity of the net sales list in the automatic outbound list pool is insufficient, the outbound list in the standby list pool is transferred into the automatic outbound list pool. It can be understood that, in the embodiment of the present invention, an automatic outbound name list pool and a standby name list pool may be set for one agent team, when an outbound list is stored in the automatic outbound name list pool, the outbound list is assigned to the automatic outbound name list pool of the agent team matched with the organization corresponding to the attribution place of the telephone number, and when the list in the standby name list pool is transferred to the automatic outbound name list pool, the transfer is also performed inside the same agent team.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element. In addition, the technical solutions in the embodiments may be combined with each other, but it must be based on the realization of those skilled in the art, and when the technical solutions are contradictory or cannot be realized, such a combination should be considered to be absent and not within the protection scope of the present invention.
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 (8)
1. An outbound method, characterized in that the outbound method comprises:
when an outbound list is received, judging whether the outbound list accords with a preset automatic outbound rule or not;
when the outbound list accords with the automatic outbound rule, storing the outbound list into an automatic outbound name list pool;
the outbound list in the automatic outbound name list pool is sent to a telephone platform for automatic call processing; and
when receiving a connection prompt sent by the telephone platform, transferring the outbound list to an agent for processing;
before the step of issuing the outbound list in the automatic outbound list pool to a telephone platform for automatic outbound processing, the outbound method further comprises:
determining the issuing time and the issuing frequency set for the outbound list of each list type;
the step of issuing the outbound list in the automatic outbound name list pool to a telephone platform for automatic outbound processing comprises:
and when the issuing time is up, issuing the outbound list under the list type to the telephone platform according to the issuing frequency.
2. The outbound method of claim 1 wherein said step of forwarding said outbound list to an agent process upon receiving a connect alert sent by said telephony platform comprises:
when receiving a connection prompt sent by the telephone platform, searching for an agent corresponding to the type of the connected outbound list;
and accessing the outbound list to the found agents which are not in a conversation state for processing, wherein when the list type is a return visit list, client information corresponding to the outbound list is pushed to the accessed agents.
3. The outbound method of claim 1 wherein said automatic outbound rules comprise rules that a partial list of types may be deposited directly into an automatic outbound namelist pool;
when the outbound list accords with the automatic outbound rule, the step of storing the outbound list into an automatic outbound name list pool comprises the following steps:
and if the list type of the outbound list is the part type, storing the outbound list into the automatic outbound name list pool.
4. The outbound method of claim 3, wherein said outbound method further comprises:
if the list type of the outbound list is not the part type and the list type of the outbound list is the network marketing list, storing the outbound list to a standby list pool; and
and when the fact that the list type in the automatic outbound name list pool is that the number of outbound lists of the internet sale list is smaller than a preset threshold value is detected, transferring the outbound list of the standby name list pool to the automatic outbound name list pool.
5. An outbound system, said outbound system comprising:
the list judging module is used for judging whether the outbound list accords with a preset automatic outbound rule or not when the outbound list is received;
the list storage module is used for storing the outbound list into an automatic outbound name list pool when the outbound list accords with the automatic outbound rule;
the list issuing module is used for issuing the outbound list in the automatic outbound list pool to a telephone platform for automatic call processing; and
the call forwarding module is used for forwarding the outbound list to the seat for processing when receiving a connection prompt sent by the telephone platform;
wherein, the outbound system further comprises:
the parameter configuration module is used for determining the issuing time and the issuing frequency set for the outbound list of each list type;
the list issuing module is further configured to: and when the issuing time is up, issuing the outbound list under the list type to the telephone platform according to the issuing frequency.
6. The outbound system of claim 5, wherein the call forwarding module comprises:
the seat searching unit is used for searching a seat corresponding to the type of the connected outbound list when receiving a connection prompt sent by the telephone platform;
the call forwarding unit is used for accessing the outbound list to the found agents which are not in the call state for processing;
and the information pushing unit is used for pushing the client information corresponding to the outbound list to the accessed seat when the list type is a return visit list.
7. The outbound system of claim 5, wherein said automatic outbound rules comprise rules that a partial list of types may be deposited directly into an automatic outbound namelist pool;
the list storage module is further configured to:
and if the list type of the outbound list is the part type, storing the outbound list into the automatic outbound name list pool.
8. The outbound system of claim 7, wherein the roster storage module is further configured to: if the list type of the outbound list is not the part type and the list type of the outbound list is the net sale list, storing the outbound list to a standby list pool;
the outbound system further comprises:
and the list transfer module is used for transferring the outbound list of the standby list pool to the automatic outbound list pool when detecting that the number of the outbound lists with the list types of the net sale lists in the automatic outbound list pool is smaller than a preset threshold value.
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| CN109274841A (en) * | 2018-08-24 | 2019-01-25 | 平安科技（深圳）有限公司 | Telemarketing method, system and platform and computer readable storage medium |
| CN109698875A (en) * | 2018-08-27 | 2019-04-30 | 平安科技（深圳）有限公司 | Calling-out method, system, equipment and computer readable storage medium |
| CN109688256A (en) * | 2018-08-27 | 2019-04-26 | 平安科技（深圳）有限公司 | Calling-out method, system, equipment and computer readable storage medium |
| CN109285011A (en) * | 2018-09-12 | 2019-01-29 | 田雪娇 | A kind of smart client return visit method, device and equipment |
| CN109995953A (en) * | 2019-03-20 | 2019-07-09 | 深圳风豹互联网科技有限公司 | A kind of system and method for intelligence electricity pin |
| CN110600056A (en) * | 2019-08-09 | 2019-12-20 | 深圳市云之音科技有限公司 | Voice quality inspection method and device |
| CN111246031B (en) * | 2020-02-27 | 2021-04-06 | 大连即时智能科技有限公司 | Man-machine cooperative telephone customer service method and system |
| CN112351147B (en) * | 2021-01-08 | 2021-04-06 | 浙江口碑网络技术有限公司 | Voice calling method, device and equipment |
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