CN110196898A - The management method and system of call center's marketing data - Google Patents
The management method and system of call center's marketing data Download PDFInfo
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- CN110196898A CN110196898A CN201910469096.9A CN201910469096A CN110196898A CN 110196898 A CN110196898 A CN 110196898A CN 201910469096 A CN201910469096 A CN 201910469096A CN 110196898 A CN110196898 A CN 110196898A
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- H—ELECTRICITY
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Abstract
The present invention relates to fields of communication technology, more particularly to the management method and system of call center's marketing data, system includes server, server stores customer service and replys words art information and user tag information, server replys words art information according to the voice content information matches customer service of user, and server generates user tag information according to the voice content information of user, server judges the success rate for paying a return visit user also according to user tag information；Method replys words art information, user tag information and keywords database the following steps are included: prestoring customer service；The key word information in the voice content information of user is extracted, customer service is matched according to key word information and replys words art information；According to the voice content information of user, user tag information is generated；Increase and decrease user tag information manually；According to user tag information, judges the success rate for paying a return visit user, solve the problems, such as that customer service is difficult to judge survey success ratio in advance by this method, present invention is mainly used for call centers.
Description
Technical field
The present invention relates to fields of communication technology, and in particular to the management method and system of call center's marketing data.
Background technique
Call center is exactly the service organization being made of a collection of attendant in the place of a Relatively centralized, usually benefit
With computer communication technology, the demand for counseling from enterprise, customer is handled, call center passes through the development of many years, answers extensively
It is multi-field for government, finance, telecommunications, insurance, shopping etc..It is numerous need to be marketed using phone, the enterprise of service and support
Industry is intended to possess or use call center services.
However, the customer service of call center for user propose the problem of there may be being ignorant of or answering bad in the case of, this
The experience sense of user is very influenced, and customer service, when carrying out call-on back by phone to user, the time interval that may be paid a return visit is longer, uses
Family, which may be forgotten, exchanges content with the early period of user, causes to be difficult (to herein refer to pushing away to survey success ratio in advance when paying a return visit user
When selling some product, the probability cracked a prospect) there is a reasonable judgement, it is indefinite to lead to promote purpose, wastes a large amount of ditch
The logical time, influence working efficiency.
Summary of the invention
The purpose of the present invention is to provide a kind of management systems of call center's marketing data, solve customer service and are difficult to sentence in advance
The problem of disconnected survey success ratio.
In order to solve the above technical problems, base case of the invention is as follows:
The management system of call center's marketing data, including server, the server are stored with customer service and reply words art letter
Breath and user tag information, server are used to reply words art information according to the corresponding customer service of voice content information matches of user,
The server is also used to the voice content information according to user, generates user tag information to user, the server is also used
According to user tag information, the success rate of return visit user is judged.
Server replys words art information according to the corresponding customer service of voice content information matches of user, and words art letter is replied in customer service
Breath can be used as the referential content that contact staff answers customer problem, and the logic of reply can be rapidly arranged convenient for contact staff
Thinking, and when the problem of contact staff not answering user, it is possible to provide contact staff replys thinking, avoids influencing user's
Experience sense.
And according to the voice content information of user, server generates user tag information to user and is convenient for by this method
Before the return visit phone of customer service afterwards, hobby that the user markets for contact staff can be timely recognized or for pushing away
Sell the interest level of product.And server can also judge the success rate for paying a return visit user, pass through clothes according to user tag information
Be engaged in device provide return visit user success rate, can allow contact staff's more intuitive understanding to the user whether be worth cost compared with
More communication costs avoids spending more time on low value user, to influence the efficiency of work, it is prior to solve customer service
It is difficult the problem of judging survey success ratio.
Further, keywords database is also stored in the server, each keyword corresponds to several in keywords database
Words art information is replied in customer service, and the server is used to extract the key word information in the voice content information of user, and according to pass
Words art information is replied in the corresponding customer service of keyword information matches.
By way of matching keywords, matches corresponding customer service and reply words art information, be supplied to contact staff a variety of times
The mode answered is more suitable art if context instantly for contact staff's selection.
Further, the crucial contamination in the keywords database with correlation corresponds to several customer services and replys words art letter
Breath, the server are also used to each key contamination in the voice content information according to user, match corresponding customer service and reply
Talk about art information.
Due to being usually directed to a variety of crucial contaminations in the voice of user, and what a variety of crucial contaminations often represented
Meaning definitely, therefore by crucial contamination each in the voice content information of user, matches corresponding customer service and replys words
Art information, which replys words art information can be more accurate, is more suitable and answers user, and due to each keyword
Combinations matches go out customer service reply words art information, be formed combination each Keywords matching customer service reply words art information
In the identical customer service that filters out reply words art information, therefore form corresponding several customer services in each keyword of combination and reply
It talks about in art information, must include that words art information, therefore the group of each keyword are replied in the customer service matched after each keyword combines
The customer service that closing the customer service reply words art information matched must go out less than each Keywords matching, which is replied, talks about art information, therefore can also rise
The quantity that words art information is replied in customer service is screened to contact staff is reduced, words art information mistake is replied into the little customer service of some degrees of correlation
The effect filtered.
Further, each keyword or the crucial contamination with correlation are corresponding with user's mark in the keywords database
Information is signed, the server is used for according to the group of each keyword or the keyword with correlation in the voice content information of user
It closes, generates corresponding user tag information to user.
By this method, after generating user tag to user, so that it may convenient for, when paying a return visit, being advanced by after contact staff
The essential information of the user is solved, survey success ratio is increased.
Further, the user tag information includes refusal call label information and agreement call label information, server
It is also used to judge that user's answers state, when answering successfully, is generated to user and agree to call label information, answered unsuccessfully
When, refusal call label information is generated to user.
Since user answers state, user out can be intuitively fed back for the interest level of telemarketing, therefore right
It is reduced convenient for contact staff and the phone of the user is returned after generating refusal call label information in the user of directly refusal call
It visits, reduces unnecessary task, improve working efficiency, while also avoiding the dislike of user.
Further, the server includes label swap modules；
Label swap modules: for increasing and decreasing user tag information manually for contact staff.
By this method, contact staff can add some more accurate user tag information manually, increase identification, and
When system is added to unnecessary user tag, client personnel can also be deleted according to the actual situation.
Further, the management method of call center's marketing data, comprising the following steps:
It prestores customer service and replys words art information, user tag information and keywords database；
The key word information in the voice content information of user is extracted, and corresponding customer service is matched according to key word information and is returned
Art information is talked about again；
According to the voice content information of user, user tag information is generated to user；
Increase and decrease user tag information manually；
According to user tag information, the success rate for paying a return visit user is judged.
Words art information is replied in customer service can be used as the referential content that contact staff answers customer problem, be convenient for contact staff's energy
It is enough rapidly to arrange the logical thinking replied, and when the problem of contact staff not answering user, it is possible to provide contact staff
Thinking is replied, the experience sense for influencing user is avoided.
And according to the voice content information of user, user tag information is generated, by this method, afterwards convenient for customer service
Before paying a return visit phone, the hobby or emerging for the sense promoted the sale of products that the user markets for contact staff can be timely recognized
Interesting degree.And according to user tag information, the success rate for paying a return visit user is judged, by paying a return visit the success rate of user, Neng Gourang
Whether contact staff's more intuitive understanding is worth spending more communication cost to the user, avoids the flower on low value user
Take more time, to influence the efficiency of work, solves the problems, such as that customer service is difficult to judge survey success ratio in advance.
Further, further comprising the steps of:
According to key contamination each in the voice content information of user, matches corresponding customer service and reply words art information.
Due to being usually directed to a variety of crucial contaminations in the voice of user, and what a variety of crucial contaminations often represented
Meaning definitely, therefore by crucial contamination each in the voice content information of user, matches corresponding customer service and replys words
Art information, which replys words art information can be more accurate, is more suitable and answers user, and due to each keyword
Combinations matches go out customer service reply words art information, be formed combination each Keywords matching customer service reply words art information
In the identical customer service that filters out reply words art information, therefore form corresponding several customer services in each keyword of combination and reply
It talks about in art information, must include that words art information, therefore the group of each keyword are replied in the customer service matched after each keyword combines
The customer service that closing the customer service reply words art information matched must go out less than each Keywords matching, which is replied, talks about art information, therefore can also rise
The quantity that words art information is replied in customer service is screened to contact staff is reduced, words art information mistake is replied into the little customer service of some degrees of correlation
The effect filtered.
Further, the voice content information according to user, give user generate user tag information further include: according to
Each keyword or the crucial contamination with correlation in the voice content information at family generate corresponding user tag to user
Information.
By this method, after generating user tag to user, so that it may convenient for, when paying a return visit, being advanced by after contact staff
The essential information of the user is solved, survey success ratio is increased.
Further, user tag information includes refusal call label information and agrees to call label information, further includes following
Step:
Judge that user's answers state, when answering successfully, is generated to user and agree to call label information, answered unsuccessfully
When, refusal call label information is generated to user.
Since user answers state, user out can be intuitively fed back for the interest level of telemarketing, therefore right
It is reduced convenient for contact staff and the phone of the user is returned after generating refusal call label information in the user of directly refusal call
It visits, reduces unnecessary task, improve working efficiency, while also avoiding the dislike of user.
Detailed description of the invention
Fig. 1 is the schematic block diagram of the management system embodiment of call center's marketing data of the present invention；
Fig. 2 is the flow chart of the management method embodiment of call center's marketing data of the present invention.
Specific embodiment
It is further described below by specific embodiment:
Embodiment is substantially as shown in Fig. 1: the management system of call center's marketing data, including server, server packet
It includes database, answer condition judgment module, extraction module, matching module, tag generation module, success rate judgment module and label
Swap modules.
Database purchase has customer service to reply words art information, user tag information and keywords database, user tag information
Refusal call label information and agree to call label information, corresponding there are many customer services to reply for each keyword in keywords database
Art information is talked about, and the crucial contamination in keywords database with correlation corresponds to a variety of customer services and replys words art information, and closes
Each keyword or the crucial contamination with correlation are corresponding with user tag information in keyword library.
Answer condition judgment module: for judging that user's answers state.
Extraction module: the keyword in voice content information for extracting user.
Matching module: phase in the key word information matching keywords library for being extracted in the voice content information according to user
With keyword, words art information is replied in corresponding customer service, is also used to each key contamination in the voice content information according to user,
Words art information is replied in the corresponding customer service of keyword having the same combination in matching keywords library.
Tag generation module: for each keyword in the voice content information according to user or with the keyword of correlation
Combination, give user to generate corresponding user tag information, be also used to give when answering condition judgment module judgement and answering successfully
User generate agree to call label information, answer condition judgment module judgement answer unsuccessfully when, give user generate refusal call
Label information.
Success rate judgment module: for judging the success rate of return visit user according to user tag information.
Label swap modules: for increasing and decreasing user tag information manually for contact staff.
As shown in Fig. 2, for the clearer management system for illustrating call center's marketing data of the invention, the present embodiment
In, the management method of call center's marketing data is also disclosed, this method is based on system above, including the following contents:
It prestores customer service and replys words art information, user tag information and keywords database, user tag information includes refusal call
Label information and agreement call label information.
Judge that user's answers state, when answering successfully, is generated to user and agree to call label information, answered unsuccessfully
When, refusal call label information is generated to user.
The key word information in the voice content information of user is extracted, corresponding customer service is matched according to key word information and is replied
Talk about art information.
According to key contamination each in the voice content information of user, matches corresponding customer service and reply words art information.
According to each keyword in the voice content information of user or the crucial contamination with correlation, generated to user
Corresponding user tag information.
Increase and decrease user tag information manually.
According to user tag information, the success rate for paying a return visit user is judged.
Specifically used scene is as follows:
The keyword in keywords database is such as divided into time class keywords, position class keywords, behavior class keywords, when
Between class keywords such as: morning, afternoon, evening, morning, the time range keyword (6:00-12:00) in morning, the time in afternoon
The time range of Range key (12:00-18:00), the time range keyword (18:00-24:00) in evening, morning is crucial
Word (24:00-6:00), the geographical locations such as position class such as Beijing, Chongqing, Chengdu, Shanghai, Xi'an, Tianjin, behavior class such as come off duty,
Working, by bus, drive, cook, having a meal, playing ball, watching movie.
Such as market for automobile telephone, when user is phoned in customer service, if client hangs up the telephone, it was demonstrated that user is at this time
It is busy or be not desired to answer the phone, therefore user is given to generate refusal call label information, if user has answered the phone, for this
User, which generates, agrees to call label information, and when starting at this time with user session, according to the keyword possessed in keywords database,
The identical key word information occurred in the voice content information of user is extracted, if being only merely in a word that user says
A key word information is extracted, customer service corresponding with " driving " at this time replys words art information then if " driving " are as follows: " under you are
Class " " your vehicle need repairing maintenance ", " vehicle that you buy is felt OK in the process of moving ", " you are to the driving of this trolley
Either with or without unclear place in manipulation ", " you now convenient is linked up with us " etc..And the keyword " driven " at this time
Corresponding label information is then " having vehicle ", " can drive ", " money for having surplus ", " liking vehicle " etc., if the pass extracted
Keyword information is " next ", then corresponding customer service reply words art information is then " your daily schedule is working from 9am to 5pm ", " you are existing
Linked up convenient with us ", " you come off duty drive go home or take other vehicles go home " etc., and " next " is right
The user tag information answered then is " having work ".
When the keyword extracted is " next " and " driving " two crucial contaminations, then two keyword combinations correspond to
Customer service to reply words art information be then " you now convenient links up with us " etc., and corresponding user tag is then that " wage can
Purchase vehicle ", " liking vehicle " etc. are " afternoon six according to the user tag that the time at this time generates if the time at this time is 18:00
Point is come off duty ", and after end of conversation, contact staff can also increase manually according to the practical communication process with user or delete use
Family label, after all user tags are formed, so that it may be judged to pay a return visit the success rate of user, judgement according to user tag information
Standard is such as: being judged according to telephone receiving state, time and economic capability, success rate is 40% if answering successfully, if connecing
Listening failure, then success rate is 20%, this success rate is as basic success rate, if user tag is " at 6 points in afternoon comes off duty ", it was demonstrated that should
User possesses sufficient consumption time, therefore increases success rate 20%, if user tag further includes " the commercially available vehicle of wage ", it was demonstrated that should
User possesses enough consuming capacities, therefore increases success rate 20%.Therefore according to user tag information, so that it may finally judge
Pay a return visit the success rate of user.
What has been described above is only an embodiment of the present invention, and the common sense such as well known specific structure and characteristic are not made herein in scheme
Excessive description, technical field that the present invention belongs to is all before one skilled in the art know the applying date or priority date
Ordinary technical knowledge can know the prior art all in the field, and have using routine experiment hand before the date
The ability of section, one skilled in the art can improve and be implemented in conjunction with self-ability under the enlightenment that the application provides
This programme, some typical known features or known method should not become one skilled in the art and implement the application
Obstacle.It should be pointed out that for those skilled in the art, without departing from the structure of the invention, can also make
Several modifications and improvements out, these also should be considered as protection scope of the present invention, these all will not influence the effect that the present invention is implemented
Fruit and patent practicability.The scope of protection required by this application should be based on the content of the claims, the tool in specification
The records such as body embodiment can be used for explaining the content of claim.
Claims (10)
1. the management system of call center's marketing data, including server, it is characterised in that: the server is stored with customer service and returns
Art information and user tag information are talked about again, and server is used to reply words according to the corresponding customer service of voice content information matches of user
Art information, the server are also used to the voice content information according to user, generate user tag information, the service to user
Device is also used to judge according to user tag information to pay a return visit the success rate of user.
2. the management system of call center's marketing data according to claim 1, it is characterised in that: in the server also
It is stored with keywords database, each keyword corresponds to several customer services and replys words art information in keywords database, and the server is used
Key word information in the voice content information for extracting user, and corresponding customer service is matched according to key word information and replys words art
Information.
3. the management system of call center's marketing data according to claim 2, it is characterised in that: in the keywords database
Crucial contamination with correlation corresponds to several customer services and replys words art information, and the server is also used to according to user's
Each key contamination in voice content information, matches corresponding customer service and replys words art information.
4. the management system of call center's marketing data according to claim 2, it is characterised in that: in the keywords database
Each keyword or crucial contamination with correlation are corresponding with user tag information, and the server is used for according to user
Voice content information in each keyword or the crucial contamination with correlation, give user to generate corresponding user tag letter
Breath.
5. the management system of call center's marketing data according to claim 1, it is characterised in that: the user tag letter
Breath includes refusal call label information and agrees to that call label information, server are also used to judge that user's answers state, are connecing
It when listening successfully, is generated to user and agrees to call label information, when answering unsuccessfully, generate refusal call label information to user.
6. the management system of call center's marketing data according to claim 1, it is characterised in that: the server includes
Label swap modules；
Label swap modules: for increasing and decreasing user tag information manually for contact staff.
7. the management method of call center's marketing data, which comprises the following steps:
It prestores customer service and replys words art information, user tag information and keywords database；
The key word information in the voice content information of user is extracted, and corresponding customer service is matched according to key word information and replys words
Art information；
According to the voice content information of user, user tag information is generated to user；
Increase and decrease user tag information manually；
According to user tag information, the success rate for paying a return visit user is judged.
8. the management method of call center's marketing data according to claim 7, which is characterized in that further include following step
It is rapid:
According to key contamination each in the voice content information of user, matches corresponding customer service and reply words art information.
9. the management method of call center's marketing data according to claim 7, which is characterized in that described according to user's
Voice content information gives user to generate user tag information further include: according to each keyword in the voice content information of user or
Crucial contamination with correlation generates corresponding user tag information to user.
10. the management method of call center's marketing data according to claim 9, which is characterized in that user tag information
Including refusal call label information and agree to call label information, further comprising the steps of:
Judge that user's answers state, when answering successfully, is generated to user and agree to call label information, when answering unsuccessfully,
Refusal call label information is generated to user.
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| CN110995938B (en) * | 2019-12-13 | 2022-04-26 | 度小满科技(北京)有限公司 | Data processing method and device |
| CN111510566A (en) * | 2020-03-16 | 2020-08-07 | 深圳追一科技有限公司 | Method and device for determining call label, computer equipment and storage medium |
| CN113807953A (en) * | 2021-09-24 | 2021-12-17 | 重庆富民银行股份有限公司 | Wind control management method and system based on telephone return visit |
| CN113807953B (en) * | 2021-09-24 | 2023-11-03 | 重庆富民银行股份有限公司 | Wind control management method and system based on telephone return visit |
| CN115103073A (en) * | 2022-08-25 | 2022-09-23 | 深圳市星网信通科技有限公司 | Revisit task processing method and device and computer readable storage medium |
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Application publication date: 20190903 |