CN112019511A - Real estate incoming call intelligent management system - Google Patents
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- CN112019511A CN112019511A CN202010742895.1A CN202010742895A CN112019511A CN 112019511 A CN112019511 A CN 112019511A CN 202010742895 A CN202010742895 A CN 202010742895A CN 112019511 A CN112019511 A CN 112019511A
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- 230000006854 communication Effects 0.000 claims abstract description 29
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/10—Architectures or entities
- H04L65/1059—End-user terminal functionalities specially adapted for real-time communication
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/10—Architectures or entities
- H04L65/1063—Application servers providing network services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
- H04M1/725—Cordless telephones
- H04M1/72502—Cordless telephones with one base station connected to a single line
- H04M1/72505—Radio link set-up procedures
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2218—Call detail recording
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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
- H04M3/42042—Notifying the called party of information on the calling party
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Abstract
The invention provides a real estate incoming call intelligent management system which comprises a WEB service background and at least one intelligent telephone which is in communication connection with the WEB service background and is deployed in a building case, wherein the WEB service background is used for storing the intelligent telephone and the building in a correlation manner, and the intelligent telephone comprises a telephone body, a processing module, a communication module, a recording module and a touch display screen; the telephone body is used for receiving a client incoming call and acquiring a client incoming call number; the recording module is used for recording the call process; the processing module is used for identifying new and old customers for the incoming call numbers of the customers; the touch display screen is used for displaying a display interface containing the current incoming call client information; the communication module is used for sending the incoming record to the WEB service background for storage. The scheme is convenient for the incoming call client to manage, improves the effective utilization rate of the incoming call client and reduces the loss rate of the incoming call client.
Description
Technical Field
The invention relates to the technical field of real estate Internet, in particular to an intelligent management system for incoming calls of real estate.
Background
In the conventional real estate call service, a developer installs and arranges a conventional non-intelligent telephone in a case, and a call taker (generally, an agent business consultant) uses the telephone without the monitoring function to answer the call, and then records the call information and the house purchase demand of the client, usually by the conventional paper pen recording manner. Such a power connection method has the following problems:
1. the client call data is reported falsely and missed, and developers cannot master the real call data;
2. the call completing rate and the customer loss rate of the customer are not acquired, and the monitoring by a developer is difficult;
3. the communication has no recording, so that a developer is difficult to control the specification and quality of the power connection;
4. because the electricity connection condition is difficult to control, when the old client (having the home business advisor) calls and communicates with the electricity connected staff (not the home business advisor), the client originally belonging to the home business advisor may be blocked by the electricity connected staff, thereby generating a customer rescue dispute.
Disclosure of Invention
The invention provides an intelligent management system for real estate incoming calls, which mainly solves the technical problems that: the current sales counter client calls depend on subjective wishes of the call receiving personnel, authenticity and richness of client data cannot be guaranteed, incoming call client management is not facilitated, and the incoming call client loss rate is high.
To solve the above technical problem, the present invention provides an intelligent management system for incoming call of real estate, comprising:
the intelligent telephone comprises a WEB service background and at least one intelligent telephone which is connected with the WEB service background in a communication way and is deployed in a building case, wherein the WEB service background is used for storing the intelligent telephone and the building in a correlation way, and the intelligent telephone comprises a telephone body, a processing module, a communication module, a recording module and a touch display screen;
the telephone body is used for receiving a client incoming call and acquiring a client incoming call number; when the call is connected by the power-on personnel, establishing communication connection with the calling client;
the recording module is used for recording the call process;
the processing module is used for identifying new and old customers for the incoming call numbers of the customers;
the touch display screen is used for displaying a display interface containing current incoming call client information, and the incoming call client information comprises client basic information, home business consultants, historical incoming call records, call remark information and information of connected personnel;
when receiving a preset instruction, the processing module is further used for generating an incoming call record of the incoming call client, wherein the incoming call record comprises the incoming call client information, incoming call time, intelligent phone number, connection condition and call recording;
and the communication module is used for sending the incoming call record to the WEB service background for storage.
Optionally, after the phone body acquires the incoming call number of the client, before the processing module identifies the new and old clients to the incoming call number of the client, the processing module is further configured to compare the incoming call number of the client with a preset staff number, and if a matched number exists, it is determined that the incoming call number is not the incoming call of the client, and at this time, the smart phone is only used for keeping the call connection.
Optionally, when the processing module determines that the client caller id is an old client, the touch display screen is configured to divide a display interface including client information of a current caller into a first editing area and a first viewing area, where the first editing area includes call remark information and information of a person who connects a call; the system is used for editing and improving related information by power connection personnel; the first viewing area comprises basic information of a client, a home business consultant and a history incoming call record; the first viewing area is not editable and used for the accessed personnel to know the condition of the incoming call client.
Optionally, when the processing module determines that the incoming call number of the client is a new client, the display interface is divided into a second editing area, and the second editing area includes basic information of the client, call remark information and information of the connected staff.
Optionally, the second editing area further includes a designated allocation object, configured to receive an allocation instruction of a power receiving person, so as to allocate the incoming call client to the designated allocation object; the designated allocation object comprises a designated employment advisor or a designated agent team; the WEB service background is also used for sending a notification message to the specified distribution object, and the specified distribution object can check the incoming call record by accessing the WEB service background.
Optionally, when the processing module determines that the incoming call number of the client is a new client, the WEB service background is further configured to send the incoming call client information to a client management system, and the client management system places the incoming call client information into a corresponding storage pool for storage according to a specified allocation object in the incoming call client information; the client management system establishes a storage pool for each business counselor and each agent team in a one-to-one correspondence manner, and the storage pool is used for storing the incoming call clients to which the business counselor or the agent team belongs.
Optionally, when the designated allocation object is a business counselor, the client management system is configured to put the incoming call client information into a first storage pool corresponding to the designated business counselor, and the designated business counselor accesses the first storage pool to obtain the incoming call client information and create an electronic client file for the incoming call client to store the electronic client file in a client file library in the client management system;
when the appointed distribution object is an agent team, the client management system is used for placing the incoming call client into a second storage pool corresponding to the appointed agent team, and a sales manager of the appointed agent team obtains the incoming call client information by accessing the second storage pool and distributing the incoming call client to an appointed service consultant so as to place the incoming call client information into a first storage pool corresponding to the appointed service consultant;
when the allocation object is not specified, the client management system is used for placing the calling client into a third storage pool, and the developer case management personnel accesses the third storage pool and allocates the calling client to a specified agent team or a employment advisor.
Optionally, the customer basic information includes a telephone number, a customer name, an address, and a house purchasing requirement; the call remark information comprises client consultation problems and house purchasing requirements.
Optionally, the WEB service background is further configured to send a notification message to an attribution business advisor of the incoming call client or the specified distribution object, and the attribution business advisor may view the incoming call record by accessing the WEB service background.
Optionally, the preset instruction includes one of the following:
ending ringing;
or, hang up after switching on, and the power-on personnel click the save button.
The invention has the beneficial effects that:
the intelligent real estate incoming call management system comprises a WEB service background and at least one intelligent telephone which is in communication connection with the WEB service background and is deployed in a building case, wherein the WEB service background is used for storing the intelligent telephone and the building in a correlation mode, and the intelligent telephone comprises a telephone body, a processing module, a communication module, a recording module and a touch display screen; the telephone body is used for receiving a client incoming call and acquiring a client incoming call number; when the call is connected by the power-on personnel, establishing communication connection with the calling client; the recording module is used for recording the call process; the processing module is used for identifying new and old customers for the incoming call numbers of the customers; the touch display screen is used for displaying a display interface containing the current incoming call client information, and the incoming call client information comprises client basic information, attributive business consultants, historical incoming call records, call remark information and information of the connected personnel; when receiving the preset instruction, the processing module is further used for generating an incoming call record of the incoming call client, wherein the incoming call record comprises incoming call client information, incoming call time, intelligent telephone number, connection condition and call recording; the communication module is used for sending the incoming record to the WEB service background for storage. The identification of new and old clients is realized through the intelligent telephone, and the incoming call client information is displayed, so that the access personnel can conveniently know the incoming call client information, and the communication efficiency is improved; the authenticity of the incoming call information input of the power-connected personnel can be ensured to a certain extent through recording and storing; the incoming call record is automatically generated and stored in a WEB service background, and permanent tracing is realized; the scheme is convenient for the incoming call client to manage, improves the effective utilization rate of the incoming call client and reduces the loss rate of the incoming call client.
Drawings
FIG. 1 is a schematic diagram of a real estate incoming call intelligent management system according to the present invention;
FIG. 2 is a flow chart of an intelligent real estate call management method of the present invention;
FIG. 3 is a schematic diagram of a smart phone interface of the present invention;
FIG. 4 is a schematic diagram of a real estate customer management system 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 further described in detail with reference to the following detailed description and accompanying drawings. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
Referring to fig. 1, an intelligent management system for real estate calls includes a WEB service background 10 and at least one intelligent phone 20 disposed in a building scenario and connected to the WEB service background 10 in a communication manner, where one intelligent phone 20 may be disposed in one building scenario, and multiple intelligent phones 20 may also be disposed according to requirements. The WEB service background 10 can be used for managing all floor call management of the same developer, or all floor call management of the same developer in the same city. The WEB service background 10 realizes unified management by storing the smart phone 20 in association with the building, please refer to table 1 below:
TABLE 1
| Telephone ID | Belonging to building | City |
| P10001 | E10001 | Chongqing |
| P10002 | E10001 | Chongqing |
| P10003 | E10002 | Chongqing |
| P10004 | E10003 | Chongqing |
| …… | …… | …… |
The intelligent phone 20 comprises a phone body 21, a processing module 22, a communication module 23, a recording module 24 and a touch display screen 25; the phone body 21, the communication module 23, the recording module 24 and the touch display screen 25 are all in communication connection with the processing module 22, and control over the modules is achieved through the processing module 22, wherein the processing module 22 can be achieved through a microprocessor, a central processing unit, a single chip microcomputer and other modules; the communication module 23 may adopt a mobile communication module, such as a 4G communication chip, a WiFi module, etc.; the recording module 24 can be realized by a sound pickup, an audio collector and the like; the touch display screen 25 includes, but is not limited to, a liquid crystal screen, an LCD screen, an LED screen, and an OLED screen.
Referring to fig. 2, fig. 2 is a method for a real estate call intelligent management system, which mainly includes the following steps:
s201, receiving a client incoming call
The phone body 21 is used for receiving a client incoming call (which may be wired or wireless) and acquiring a client incoming call number; and when the call is connected by the power-on personnel, the communication connection with the calling client is established and maintained.
S202, non-customer identification
The system can pre-configure telephone numbers of staff, telephone communication among the same building staff (such as a professional consultant, a manager and other staff) or different building staff, when receiving an incoming call, the processing module 22 can compare the incoming call number of a client with the number of the preset staff, if a matched number exists, the processing module judges that the incoming call number is not the incoming call of the client but belongs to the building staff, and at the moment, the intelligent telephone 20 is only used for keeping call connection so as to realize normal communication among the internal staff and does not need to be used as the client for processing.
S203, identifying the new and old clients
For the incoming call client, the recording module 24 is used for recording the call process; the processing module 22 is also used for identifying new and old customers for the incoming call numbers of the customers. Optionally, the processing module 22 initiates a request to the WEB service background 10 by controlling the communication module 23, and the WEB service background 10 queries whether there is a matched client number by accessing the client management system, if so, it is determined that the client is an old client, and if there is no incoming call number in the client management system, it is determined that the client is a new client; and returns the recognition result to the processing module 22 through the communication module 23.
S204, incoming call information display
When receiving a client call, the touch display screen 25 is used to display a display interface containing the current incoming client information, wherein the incoming client information contains the basic client information, the affiliated business consultant, the history incoming record, the call remark information and the information of the connected personnel. The basic information of the client comprises a telephone number, a client name, an address and a house purchasing requirement; the call remark information comprises client consultation problems and house purchasing requirements. The electricity connecting personnel can know the relevant information of the client by looking up the display interface in the process of connecting the call, so that the electricity connecting personnel can provide the consultation service more pertinently, the service quality of the electricity connecting personnel is improved, the client experience is improved, and the transaction conversion is facilitated.
In order to perform differential display for new and old customers and simultaneously ensure the real reliability of data as much as possible, when the processing module 22 determines that the incoming call number of a customer is an old customer, the touch display screen 25 is used for dividing a display interface containing the current incoming call customer information into a first editing area and a first viewing area, please refer to fig. 3, wherein the first editing area contains call remark information and information of the person who connects the call; the system is used for editing and perfecting related information by the power connection personnel, combing the client consultation problem in the telephone communication process of the power connection personnel and the client, summarizing the related information such as client preference and house purchasing demand, and editing the related information into the call remark information; the information of the power receiving personnel can be input into the own name or work number of the power receiving personnel, and the like, so that the system can record and trace conveniently. The first viewing area comprises basic information of a client, a home business consultant and a history incoming call record; the first check area is used for the power receiving personnel to know the condition of the incoming call client, and the first check area cannot be edited, so that the authenticity of data is guaranteed.
When the processing module 22 determines that the incoming call number of the client is a new client, the display interface is divided into a second editing area, and the second editing area includes basic information of the client, call remark information and information of the person who receives the call. The basic information of the customer comprises a telephone number (which can be automatically input by a system), a customer name, an address and a house purchasing requirement; the call remark information comprises client consultation problems and house purchasing requirements.
In an optional embodiment of the present invention, the second editing area further includes a designated allocation object, configured to receive an allocation instruction of a power-on person, so as to allocate a power-on customer to the designated allocation object; wherein the designated allocation object comprises a designated employment advisor or a designated agent team; the WEB service background 10 is also used for sending a notification message to the specified distribution object, and the specified distribution object can check the incoming call record by accessing the WEB service background 10.
S205, incoming call information editing
During the call connection process or after the call is finished, the power-on personnel can edit the related information in the display interface editing area, as described above.
S206, saving and uploading
When receiving the preset instruction, the processing module 22 is further configured to generate an incoming call record of the incoming call client, where the incoming call record includes information of the incoming call client, incoming call time, number of the smart phone, connection status, and call record. The preset instruction comprises one of the following two modes: when the ringing is finished, the processing module 22 automatically generates an incoming call record; or, after the call is connected, the call is hung up (i.e., the call is ended), and when the power-on person clicks the save button, the processing module 22 triggers to automatically generate the incoming call record; and uploading the incoming call record to the WEB service background 10 for storage, so that the traceability of the incoming call of the client is realized.
It should be understood that each smart phone 20 has its own unique number, which facilitates the identification and management of the WEB service background 10; the on condition includes both on and off.
When the processing module 22 determines that the incoming call number of the client is a new client, the WEB service background 10 is further configured to send the incoming call client information to the client management system, and the client management system places the incoming call client information into a corresponding storage pool for storage according to a specified distribution object in the incoming call client information; the client management system establishes a storage pool for each live advisor and each agent team in a one-to-one correspondence, see fig. 4, for storing incoming client information to which the live advisor or the agent team belongs.
When the assigned object is designated as a business consultant, the client management system is used for placing the incoming call client information into a first storage pool corresponding to the designated business consultant, and the designated business consultant accesses the first storage pool, acquires the incoming call client information and establishes an electronic client file for the incoming call client so as to store the electronic client file into a client file library in the client management system.
When the assigned object is designated as an agent team, the client management system is used for placing the incoming client into a second storage pool corresponding to the designated agent team, and a sales manager of the designated agent team assigns the incoming client to the designated employment consultant by accessing the second storage pool according to the client information, the client incoming record and the follow-up situation of the team employment consultant, and acquires the incoming client information to be placed into a first storage pool corresponding to the designated employment consultant. The designated employment advisor follows by accessing its first storage pool.
When the allocation object is not specified, the client management system is used for placing the calling client into a third storage pool, and the developer case management personnel accesses the third storage pool, records the calling client according to the client information and the calling client of each agent team, and allocates the calling client to the specified agent team or the employment consultant. The agent team or the employment consultant only needs to repeatedly execute the steps, so that the normalized distribution of the calling clients is realized, and the orderly management of the developers on the case calling clients is facilitated.
S207, sending notification message
After the new client designates the allocation object, or the old client, the WEB service backend 10 may further send a notification message to the allocation object or the home counselor corresponding to the client, and timely remind the allocation object or the home counselor of the new client or the old client of the incoming call, which is beneficial to follow-up processing of the allocation object or the home counselor in time, and improves processing efficiency.
S208, receiving access
The assigned objects and the original home location service consultants can initiate access to the WEB service background 10 through the mobile terminal APP, and check the incoming call records of the client. Aiming at the incoming call of the new client, the electronic customer file of the new client can be established and stored in a customer file library of the client management system.
S209, filing and saving
After the document is built, the system automatically determines the type of the client as the 'calling client', which does not support artificial modification, thereby ensuring the real source of the calling client and protecting the client as the filing and marketing advisor (i.e. the filing and marketing advisor is the home filing advisor followed by the client).
In an optional embodiment of the present invention, the system can record the incoming call situation of the old customer, convert the incoming call of the new customer into the customer file, and provide a data statistical analysis function, including: aiming at the statistical presentation of data such as incoming call number, incoming call completion rate, client loss rate and the like, an analysis basis is provided for client incoming call management optimization; furthermore, the intelligent voice recognition technology is utilized to analyze the call records and match key call technology labels, so that an analysis result aiming at the call technology quality of each call is formed, and theoretical support is provided for selecting the call personnel; and statistical analysis of new client profiling transformation of the live advisor from the business tier.
In conclusion, the real estate call intelligent management system provided by the invention can assist a developer case to realize real and visual data, clear and standardized flow, high-quality and quantifiable power connection, fair and rational judgment of customers of call service.
It will be apparent to those skilled in the art that the modules or steps of the invention described above may be implemented in a general purpose computing device, they may be centralized on a single computing device or distributed across a network of computing devices, and optionally they may be implemented in program code executable by a computing device, such that they may be stored on a computer storage medium (ROM/RAM, magnetic disks, optical disks) and executed by a computing device, and in some cases, the steps shown or described may be performed in an order different than that described herein, or they may be separately fabricated into individual integrated circuit modules, or multiple ones of them may be fabricated into a single integrated circuit module. Thus, the present invention is not limited to any specific combination of hardware and software.
The foregoing is a more detailed description of the present invention that is presented in conjunction with specific embodiments, and the practice of the invention is not to be considered limited to those descriptions. For those skilled in the art to which the invention pertains, several simple deductions or substitutions can be made without departing from the spirit of the invention, and all shall be considered as belonging to the protection scope of the invention.
Claims (10)
1. An intelligent real estate call management system is characterized by comprising a WEB service background and at least one intelligent telephone which is connected with the WEB service background in a communication mode and is deployed in a building case, wherein the WEB service background is used for storing the intelligent telephone and the building in a correlation mode, and the intelligent telephone comprises a telephone body, a processing module, a communication module, a recording module and a touch display screen;
the telephone body is used for receiving a client incoming call and acquiring a client incoming call number; when the call is connected by the power-on personnel, establishing communication connection with the calling client;
the recording module is used for recording the call process;
the processing module is used for identifying new and old customers for the incoming call numbers of the customers;
the touch display screen is used for displaying a display interface containing current incoming call client information, and the incoming call client information comprises client basic information, home business consultants, historical incoming call records, call remark information and information of connected personnel;
when receiving a preset instruction, the processing module is further used for generating an incoming call record of the incoming call client, wherein the incoming call record comprises the incoming call client information, incoming call time, intelligent phone number, connection condition and call recording;
and the communication module is used for sending the incoming call record to the WEB service background for storage.
2. The real estate incoming call intelligent management system of claim 1 wherein after the phone body obtains a customer incoming call number and before the processing module identifies a new customer to the customer incoming call number, the processing module is further configured to compare the customer incoming call number with a preset staff number, if there is a matching number, it is determined that the incoming call number is not a customer incoming call, and at this time, the smart phone is only configured to maintain the call connection.
3. The intelligent real estate call management system of claim 1 wherein when the processing module determines that the customer calling number is an old customer, the touch screen display is configured to divide a display interface containing the current incoming customer information into a first editing area and a first viewing area, the first editing area containing call remark information and call staff information; the system is used for editing and improving related information by power connection personnel; the first viewing area comprises basic information of a client, a home business consultant and a history incoming call record; the first viewing area is not editable and used for the accessed personnel to know the condition of the incoming call client.
4. The intelligent real estate call management system of claim 3 wherein when the processing module determines that the customer caller number is a new customer, the display interface is divided into a second editing area, the second editing area includes customer basic information, call remark information, and call staff information.
5. A real estate call intelligent management system as claimed in claim 4 wherein said second editing area further comprises a designated distribution object for receiving distribution instruction of connected person to distribute said incoming call client to said designated distribution object; the designated allocation object comprises a designated employment advisor or a designated agent team; the WEB service background is also used for sending a notification message to the specified distribution object, and the specified distribution object can check the incoming call record by accessing the WEB service background.
6. The intelligent real estate call management system of claim 5 wherein when the processing module determines that the incoming call number of the customer is a new customer, the WEB service backend is further configured to send the incoming call customer information to a customer management system, and the customer management system stores the incoming call customer information in a corresponding storage pool according to a specified allocation object in the incoming call customer information; the client management system establishes a storage pool for each business counselor and each agent team in a one-to-one correspondence manner, and the storage pool is used for storing the incoming call clients to which the business counselor or the agent team belongs.
7. The intelligent real estate call management system of claim 6 wherein when said designated distribution object is a live advisor, said customer management system is configured to place said incoming customer information into a first storage pool corresponding to said designated live advisor, said designated live advisor accessing said first storage pool to obtain said incoming customer information and create an electronic customer file for said incoming customer for storage in a customer file repository in said customer management system;
when the appointed distribution object is an agent team, the client management system is used for placing the incoming call client into a second storage pool corresponding to the appointed agent team, and a sales manager of the appointed agent team obtains the incoming call client information by accessing the second storage pool and distributing the incoming call client to an appointed service consultant so as to place the incoming call client information into a first storage pool corresponding to the appointed service consultant;
when the allocation object is not specified, the client management system is used for placing the calling client into a third storage pool, and the developer case management personnel accesses the third storage pool and allocates the calling client to a specified agent team or a employment advisor.
8. A real estate call intelligent management system as claimed in any one of claims 1-7 wherein said customer basic information includes telephone number, customer name, address, purchase demand; the call remark information comprises client consultation problems and house purchasing requirements.
9. A real estate incoming call intelligent management system according to any of claims 1-7 wherein the WEB services back office is further used to send notification message to the home business consultant of the incoming call client or the designated distribution object, the home business consultant can view the incoming call record by accessing the WEB services back office.
10. A real estate call intelligent management system according to any one of claims 1-7 wherein the preset instructions include one of:
ending ringing;
or, hang up after switching on, and the power-on personnel click the save button.
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN114742538A (en) * | 2022-04-28 | 2022-07-12 | 重庆锐云科技有限公司 | Real estate client registration management system |
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