CN112070469B - Method, system, terminal equipment and storage medium for optimizing service handling time - Google Patents
Method, system, terminal equipment and storage medium for optimizing service handling time Download PDFInfo
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Abstract
The disclosure provides a method, a system, a terminal device and a storage medium for optimizing service handling time, wherein the method comprises the following steps: analyzing items to be optimized of the business acceptance process based on interaction time of a business operator under each function menu and/or interaction time of each external device in the business acceptance process; acquiring a duration optimization scheme for shortening the service acceptance process based on items to be optimized of the service acceptance process; and improving the business acceptance flow based on the duration optimization scheme. The embodiment of the disclosure can effectively solve the problems of low service efficiency, influence on customer experience and the like caused by too long service handling time during handling service peak.
Description
Technical Field
The present disclosure relates to the field of communications technologies, and in particular, to a service handling duration optimization method, a service handling duration optimization system, a terminal device, and a computer readable storage medium.
Background
With the continuous development of communication technology, the variety of communication services is also more abundant, and the communication services gradually expand from the past single mobile service and fixed network service to multiple service modes such as fusion service, sharing package, and the like. Along with the diversification of the service, the service acceptance process is relatively more complex; meanwhile, under the trends of electronization, customer privacy protection and the like, various auxiliary devices used by a business handling system are more and more, and the efficiency of the devices is uneven in interaction and use, so that the problems of slow business handling, long business handling time consumption, long queue length and long waiting time of business hall business occur, and the service experience of customers is seriously influenced.
In order to solve the problems, at present, most of business halls shunt customers through customer service or different business windows, and the like, and the mode can improve the business handling efficiency, but because the mode does not analyze the whole business handling process, no link which needs to be improved in the business handling process is accurately positioned, and the problems of low service efficiency, influence on customer experience, and the like caused by too long business handling time in business handling peak time still cannot be solved by just shunting customers to improve the business handling efficiency.
Therefore, providing a solution that can effectively optimize the service handling duration is a current urgent problem to be solved.
Disclosure of Invention
The present disclosure provides a method, a system, a terminal device, and a storage medium for optimizing service handling duration, so as to at least solve the above-mentioned problems.
According to an aspect of the disclosed embodiments, there is provided a method for optimizing service handling time, including:
analyzing items to be optimized of the business acceptance process based on interaction time of a business operator under each function menu and/or interaction time of each external device in the business acceptance process;
acquiring a duration optimization scheme for shortening the service acceptance process based on items to be optimized of the service acceptance process; the method comprises the steps of,
and improving the business acceptance flow based on the duration optimization scheme.
In one embodiment, before analyzing the item to be optimized of the service acceptance process based on the interaction time of the service operator under each function menu and/or the interaction time of each external device in the service acceptance process, the method further comprises:
collecting service handling time length data of a service handling system;
analyzing the interaction time of the service personnel under each function menu in the service acceptance flow based on the service handling time data of the service handling system; and/or the number of the groups of groups,
collecting business handling time length data of all external devices;
and analyzing the interaction time of each external device in the service acceptance flow based on the service handling time data of all the external devices.
In one embodiment, the method further comprises:
distributing unique identifiers for the service personnel and/or all external devices in the service acceptance process;
creating a multidimensional database based on the unique identifier of the salesman and/or the unique identifier of each external device; the method comprises the steps of,
and storing the interaction time of the service staff under each function menu and/or the interaction time of each external device in the service acceptance process in the multidimensional database.
In one embodiment, the method further comprises:
respectively setting interaction time thresholds of the service staff under each function menu in the service acceptance process based on a preset acceptance rule;
based on the interaction time of the service staff under each function menu in the service acceptance process, analyzing the item to be optimized of the service acceptance process comprises the following steps:
respectively acquiring interaction time of a salesman under each function menu in each transacted business based on the business acceptance flow;
screening the interaction time length of the function menu exceeding the corresponding interaction time length threshold from the interaction time length of the salesmen under the function menus in each transaction service; the method comprises the steps of,
and performing cluster analysis on the interaction time length of the function menu exceeding the corresponding interaction time length threshold value to obtain a function menu to be optimized of the service acceptance process as a item to be optimized of the service acceptance process.
In one embodiment, the analyzing the item to be optimized in the service acceptance process based on the interaction duration of each external device in the service acceptance process includes:
respectively acquiring the interaction time length of each external device in each transacted service based on the service acceptance flow;
based on the interaction time of each external device under each transaction service, respectively calculating the average value of the interaction time of each external device in each transaction service;
setting a plurality of interaction time offset value intervals based on the average value of the interaction time of each external device in each transaction service, and respectively calculating the interaction time offset value of each external device under each transaction service;
dividing the interaction time offset value of each external device under each transaction service into a corresponding interaction time offset value interval; the method comprises the steps of,
and analyzing the interaction time length offset value of each external device in each interaction time length offset interval to obtain the external device to be optimized of the service acceptance process as a to-be-optimized item of the service acceptance process.
According to another aspect of the embodiments of the present disclosure, there is provided a business transaction duration optimization system, including:
the analysis module is set to analyze items to be optimized of the business acceptance process based on interaction time of a business operator under each function menu and/or interaction time of each external device in the business acceptance process;
the acquisition module is used for acquiring a time length optimization scheme for shortening the service acceptance process based on the item to be optimized of the service acceptance process; the method comprises the steps of,
and the optimizing module is used for improving the business acceptance flow based on the duration optimizing scheme.
In one embodiment, the system further comprises:
the first acquisition module is used for acquiring service handling time length data of the service handling system;
the first analysis module is arranged before the analysis module analyzes the items to be optimized of the business acceptance flow, and analyzes the interaction time of a business person under each function menu in the business acceptance flow based on the business handling time data of the business handling system; and/or the number of the groups of groups,
the second acquisition module is used for acquiring service handling time length data of all external devices before the analysis module analyzes the items to be optimized of the service acceptance flow;
the second analysis module is used for analyzing the interaction time of each external device in the service acceptance flow based on the service handling time data of all the external devices.
In one embodiment, the system further comprises:
the identifier distribution module is used for distributing unique identifiers of the service personnel and/or all external devices in the service acceptance process;
the creation module is used for creating a multidimensional database based on the unique identification of the salesman and/or the unique identification of each external device; the method comprises the steps of,
the storage module is used for storing the interaction time of the service staff under each function menu and/or the interaction time of each external device in the service acceptance process in the multidimensional database.
According to still another aspect of the embodiments of the present disclosure, there is provided a terminal device, including a memory and a processor, where the memory stores a computer program, and when the processor runs the computer program stored in the memory, the processor executes the service handling duration optimization method.
According to yet another aspect of the disclosed embodiments, a computer-readable storage medium is provided, on which a computer program is stored, which when executed by a processor, performs the business transaction duration optimization method.
The technical scheme provided by the embodiment of the disclosure can comprise the following beneficial effects:
according to the service handling time optimization method provided by the embodiment of the disclosure, the items to be optimized of the service acceptance process are analyzed based on the interaction time of a service person under each function menu and/or the interaction time of each external device in the service acceptance process; acquiring a duration optimization scheme for shortening the service acceptance process based on items to be optimized of the service acceptance process; and improving the business acceptance flow based on the duration optimization scheme. According to the embodiment of the disclosure, the to-be-optimized items in the business handling process are analyzed, so that the business handling time is effectively shortened, at least the problems of slow acceptance, long business handling time consumption, long queuing waiting time and the like in the current business handling process can be solved, and the service experience of a client is improved.
Additional features and advantages of the disclosure will be set forth in the description which follows, and in part will be apparent from the description, or may be learned by practice of the disclosure. The objectives and other advantages of the disclosure will be realized and attained by the structure particularly pointed out in the written description and claims hereof as well as the appended drawings.
Drawings
The accompanying drawings are included to provide a further understanding of the disclosed embodiments and are incorporated in and constitute a part of this specification, illustrate embodiments of the disclosure and together with the description serve to explain, without limitation, the disclosed embodiments.
Fig. 1 is a schematic flow chart of a method for optimizing service handling duration according to a first embodiment of the disclosure;
fig. 2 is a schematic flow chart of a method for optimizing service handling duration according to a second embodiment of the present disclosure;
fig. 3 is a schematic flow chart of a method for optimizing service handling duration according to a third embodiment of the present disclosure;
fig. 4 is a flow chart of a method for optimizing service handling duration according to a fourth embodiment of the present disclosure;
FIG. 5 is a schematic diagram of a business transaction duration optimization system according to a fifth embodiment of the present disclosure;
fig. 6 is a schematic structural diagram of a terminal device according to a sixth embodiment of the present disclosure.
Detailed Description
For the purposes of making the objects, technical solutions and advantages of the embodiments of the present disclosure more apparent, the following detailed description of the specific embodiments of the present disclosure will be given with reference to the accompanying drawings. It should be understood that the detailed description and specific examples, while indicating and illustrating the disclosure, are not intended to limit the disclosure.
It should be noted that the terms "first," "second," and the like in the description and claims of the present disclosure and the above-described figures are used for distinguishing between similar objects and not necessarily for describing a particular sequential or chronological order; moreover, embodiments of the present disclosure and features of embodiments may be arbitrarily combined with each other without conflict.
In the following description, suffixes such as "module", "component", or "unit" for representing elements are used only for facilitating the description of the present disclosure, and are not of specific significance per se. Thus, "module," "component," or "unit" may be used in combination.
In order to solve the above problems, the embodiments of the present disclosure provide a service handling duration optimization method, which can effectively improve service acceptance efficiency, by taking each procedure acceptance time of each business menu in a current service handling system, interaction time of external equipment of the service handling system, interaction time of a service person and a customer, customer selection time, etc. as consideration factors for improving service efficiency, more services can be selected when the service acceptance is used, by taking time required by each link in the business process, interaction of external equipment, interaction with the customer, etc. as consideration factors, and optimizing a plurality of factors such as service flow design, updating of external equipment, and customer interaction, so that the service efficiency is improved, and a certain prospective is provided, thereby screening out important influencing factors affecting the service acceptance efficiency, effectively improving the service acceptance efficiency of operators, and reducing the phenomenon of long-service teams in the business hall.
Referring to fig. 1, fig. 1 is a flowchart of a method for optimizing service handling duration according to an embodiment of the disclosure, where the method includes steps S101 to S103.
In step S101, based on the interaction time of the service person under each function menu and/or the interaction time of each external device in the service acceptance process, the item to be optimized in the service acceptance process is analyzed.
In this embodiment, the interaction time of the service person under each function menu is the interaction time of the service person clicking each function menu by using the service handling system when handling the service for the user; the interaction time of each external device is the interaction time of the external device which is needed by a salesman when the salesman transacts business for the user, for example, the user is needed to carry out electronic signature in a business transacting process, and the interaction time of the external device is the time of the user carrying out electronic signature on a handwriting screen used by the electronic signature. Compared with the prior art, the service handling efficiency is improved by only splitting the customer, and the embodiment finds out the reason of low service handling efficiency by analyzing the time used in each service handling process in the service handling process, analyzes the item to be optimized in the service handling process, thereby fundamentally realizing the optimization of the service handling time, and effectively solving the problems of low service efficiency, influence on customer experience and the like caused by too long service handling time in the service handling peak period.
In step S102, based on the item to be optimized of the service acceptance flow, a duration optimization scheme for shortening the service acceptance flow is obtained.
Specifically, after the time length of the step S101 is analyzed to obtain the term to be optimized, a time length optimization scheme is obtained based on the term to be optimized, for example, the interaction time of a service person under each menu in a service handling process is obviously too long, the time length optimization scheme is proposed on the service process and the service design, for example, a leading station is set to select numbers and packages during the waiting of the customer for handling the service, so as to reduce the interaction time of the service person and the customer in the business acceptance process; if the interaction time of the external equipment is longer, a suggestion is provided for equipment optimization, the type, manufacturer and model of the equipment to be optimized are prioritized according to the current quantity of the equipment and the influence degree, and corresponding improvement is provided.
In step S103, the business acceptance process is improved based on the duration optimization scheme.
Referring to fig. 2, fig. 2 is a schematic flow chart of a service handling duration optimization method provided in a second embodiment of the present disclosure, and on the basis of the first embodiment, the present embodiment proposes a specific duration optimization scheme for a function menu of a service handling system, where the method further includes step S201 in addition to steps S103-S103, and further divides step S101 into steps S202-S204.
In step S201, interaction time thresholds of the service personnel under the function menus in the service acceptance process are set based on preset acceptance rules.
Specifically, a person skilled in the art may set each data threshold according to a rule accepted by a telecommunication service in combination with the prior art, where each data threshold is an interaction duration under each function menu, for example, in an account opening service, an interaction time between a service person and a client accounts for about 40% of an entire application acceptance time, and set a ratio threshold f1=40% of an interaction time between the service person and a user in a business menu; in the process of accepting other services, the interaction time of the service personnel and the clients accounts for about 10% of the whole business acceptance time, and the interaction time of the service personnel and the users in other menus is set to account for a threshold value F2=10%; in some embodiments, to further analyze the function menu, in combination with table 1, a threshold of the number of interactions between the function menu and the external device may be set, and in an acceptance process, the number of interactions between the business system and the device of the class is only 1, and the threshold of the number of interactions fc=1 is set, and when the threshold of the interactions exceeds the threshold of the interactions, it is indicated that the function menu needs to be optimized.
Based on the interaction time of the service staff under each function menu in the service acceptance process, the method analyzes the item to be optimized of the service acceptance process (i.e. step S101), and comprises the following steps:
in step S202, the interaction time of the service staff under each function menu in each transacted service based on the service acceptance flow is obtained.
In step S203, the interaction duration of the function menu exceeding the corresponding interaction duration threshold is selected from the interaction durations of the operators under the function menus in each transaction service;
in step S204, cluster analysis is performed on the interaction duration of the function menu exceeding the corresponding interaction duration threshold, so as to obtain a function menu to be optimized of the service acceptance process as a term to be optimized of the service acceptance process.
Further, in this embodiment, by embedding a timing system in the service handling system, the time length of use of the whole service handling system is collected by the timing system, and then the interaction time of the service personnel under each function menu is analyzed, specifically, before analyzing the item to be optimized of the service handling process (i.e., step S101) based on the interaction time of the service personnel under each function menu and/or the interaction time of each external device in the service handling process, the method further includes the following steps:
collecting service handling time length data of a service handling system; and analyzing the interaction time of the service staff under each function menu in the service acceptance flow based on the service handling time data of the service handling system.
Further, because the time length data in the business handling process is more and more complex, the method is convenient for collecting and analyzing the business handling time length data by establishing a multidimensional database, and the method further comprises the following steps:
assigning unique identifiers for the operators in the service acceptance flow;
creating a multidimensional database based on the unique identification of the salesman;
and storing the interaction time of the service staff under each function menu in the service acceptance process in the multidimensional database.
Specifically, since the business handling data generated by each business person is different, the data under each business person id may include related data generated by the function menu clicked by the business person, such as the name and type of the function menu, so as to facilitate the analysis of the business handling duration data by allocating the unique identifier to the business person.
Referring to fig. 3, fig. 3 is a flow chart of a method for optimizing service handling duration according to a third embodiment of the present disclosure, and based on the first embodiment, the present embodiment proposes a specific duration optimization scheme of an external device, and the present embodiment further divides step S101 into step S301-
The step S101 is to analyze the item to be optimized of the business acceptance process based on the interaction time of each external device in the business acceptance process, and includes steps S301-S305.
In step S301, the interaction time length of each external device in each transacted service based on the service acceptance flow is obtained;
in step S302, based on the interaction time length of each external device under each transaction service, calculating an average value of the interaction time length of each external device in each transaction service;
in step S303, a plurality of intervals of interaction duration offset values are set based on the average value of the interaction duration of each external device in each transaction service, and the interaction duration offset values of each external device under each transaction service are calculated respectively;
in step S304, the interaction time offset value of each external device under each transaction service is divided into a corresponding interaction time offset value interval;
in step S305, the interaction duration offset value of each external device in each interaction duration offset interval is analyzed, so as to obtain the external device to be optimized of the service acceptance process as the item to be optimized of the service acceptance process.
Specifically, the average value T of the external devices of the same type in different business processes is calculated, and an offset interval value is set by taking the average value T as the center, for example, the offset interval value is set to be-10%, -5%, 10%, 20% and the like. Calculating an offset value P of each class of data and an average value T, and calculating a specific offset value, if the offset is 6%, dividing the data into a corresponding offset interval, inquiring corresponding equipment model and manufacturer for interaction time in a larger offset interval, and obtaining the equipment model based on the mode, namely the peripheral equipment needing to be eliminated or upgraded.
Further, before analyzing the item to be optimized of the service acceptance process (i.e., step S101) based on the interaction time of the service operator under each function menu and/or the interaction time of each external device in the service acceptance process, the method further includes the following steps:
collecting business handling time length data of all external devices; and analyzing the interaction time length of each external device in the service acceptance flow based on the service handling time length data of all the external devices.
Further, the embodiment further includes the following steps:
unique identifiers are distributed for all external devices;
creating a multidimensional database based on unique identifiers of all external devices; the method comprises the steps of,
and storing the interaction time length of each external device in the multidimensional database.
In combination with the second embodiment and the third embodiment, the present disclosure provides a method for optimizing service handling duration, and this embodiment discloses a method for optimizing duration of each function menu and each external device simultaneously, specifically, based on the first embodiment, the method further includes step S201, and further divides step S101 into steps S202-S204 and steps S301-S305,
in step S201, setting interaction time thresholds of the service personnel under each function menu in the service acceptance process based on a preset acceptance rule;
based on the interaction time between the service staff and each external device under each function menu in the service acceptance process, analyzing the item to be optimized of the service acceptance process (step S101), comprising the following steps:
in step S202, the interaction time of the service personnel under each function menu in each transacted service based on the service acceptance flow is obtained;
in step S203, the interaction duration under the function menu exceeding the corresponding interaction duration threshold is selected from the interaction durations under the function menus of the operators in each transacted business; the method comprises the steps of,
in step S204, cluster analysis is performed on the interaction duration under the function menu exceeding the corresponding interaction duration threshold, so as to obtain a function menu to be optimized of the service acceptance process as a term to be optimized of the service acceptance process.
In step S301, the interaction time length of each external device in each transacted service based on the service acceptance flow is obtained;
in step S302, based on the interaction time length of each external device under each transaction service, calculating an average value of the interaction time length of each external device in each transaction service;
in step S303, based on the average value of the interaction time length of each external device in each transacted service, an interaction time length offset value interval is set respectively, and the interaction time length offset value of each external device under each transacted service is calculated respectively;
in step S304, the interaction time offset values of the external devices under each transaction service are respectively divided into corresponding interaction time offset value intervals; the method comprises the steps of,
in step S305, the interaction duration offset value of each external device in each interaction duration offset interval is analyzed, so as to obtain the external device to be optimized of the service acceptance process as the item to be optimized of the service acceptance process.
Further, before step S101, the method may further include the following steps:
collecting service handling time length data of a service handling system;
analyzing the interaction time of the service personnel under each function menu in the service acceptance flow based on the service handling time data of the service handling system; the method comprises the steps of,
collecting business handling time length data of all external devices;
and analyzing the interaction time of each external device in the service acceptance flow based on the service handling time data of all the external devices.
It can be understood that each function menu is a function menu on the service handling system, and the time data of the service handling system and the external device are collected by respectively installing the timing system on the service handling system and the external device, so that the interaction time of a service person under each function menu and the interaction time of the external device can be obtained efficiently.
In this embodiment, by embedding a timing system in the service handling system and the external device, the handling time required by the handling process of each function menu is collected by using the timing system, and specifically, the access of the timing system may include the following processes: a. the business handling system and various external devices are connected in a USB mode and the like. The business handling system generally refers to a business computer and comprises a host and a display screen; the external equipment refers to equipment possibly used in the business acceptance process, such as a card reader for reading an identity card, a high-speed camera for taking photos of the identity card and photos of a transactor (client), a handwriting screen for electronic signature, a card writer for reading and writing an SIM card, a POS machine for swiping a bank card and a printer for printing an acceptance sheet; b. the timing system software is embedded into the business handling system and the external equipment software; c. when each device is started, the timing system collects information of device manufacturers and model numbers of the devices.
In practical application, the timing system collects the service handling time length data, which comprises the following steps:
1) The service operator logs in the service handling system and clicks the corresponding menu to begin handling the service;
2) The timing system records the clicked menu and the time used by each step (page) in the handling process;
3) The timing system calculates the time used for interaction of the external equipment in each handling process according to the external equipment called by the service handling system and 2) the recorded time;
4) The timing system inserts options for interaction with the customer at a specific interface of the business handling system, and the business person can click a start button and an end button when the options interact with the customer, and the timing system records the interaction time with the customer.
5) Based on the above steps, the timer system generates a reception time record of a certain menu, as shown in table 1 below:
TABLE 1
Table 1 table of reception time
Wherein a menu item represents the business menu (i.e., a function menu); step 1, step 2 shows that the menu is handled in the process; the duration represents the duration used in this step; the interaction time length of the equipment N represents the interaction time length with the equipment N in the handling process of the step; the interaction time length with the client represents the interaction time length with the client in the handling process of the step; the total T represents the total time period t=t1+t2+t3+t4 used for the menu transaction; the number of interactions CN represents the number of interactions with the device N during the handling of the menu, and the calculating method is that the number of all interaction times of the device N which are not 0 is CN, for example: the interaction times of the equipment 1, t11 > 0, represent that the system has interaction with the equipment 1 in the step 1; t21=0, indicating that the system has not interacted with the device 1 in step 2. The number of interactions C1 of the device 1 is the number of digits greater than 0 out of the total 4 digits t11, t21, t31, t 41.
Further, the embodiment further includes the following steps:
unique identifiers are distributed to the service personnel and all external devices in the service acceptance flow;
creating a multidimensional database based on the unique identifier of the salesman and the unique identifiers of the external devices; the method comprises the steps of,
and storing the interaction time of the service staff under each function menu and the interaction time of each external device in the service acceptance process in the multidimensional database.
In this embodiment, a multidimensional database is established according to all personnel and equipment attributes in the business acceptance process. The business member id, business system hardware and software key index data (such as x86, winxp), external equipment type and manufacturer model, and classifying according to the equipment type; the data under the service member id may include related data generated by clicking a function menu by the service member, for example, the name, the type, etc. of the function menu, and for external devices, the devices of the same device type, the same manufacturer and model may be encoded into one type, so as to facilitate analysis of the same device, for example, encoding the card reader device as shown in the following table 2:
TABLE 2
| Device type | Manufacturer(s) | Model number | Encoding |
| Card reader | Manufacturer 1 | A121 | 10011 |
| Card reader | Manufacturer 1 | A380 | 10012 |
| Card reader | Manufacturer 2 | B211 | 10021 |
| Card reader | Manufacturer 2 | B421 | 10022 |
| Card reader | Vendor 3 | C766 | 10031 |
Further, according to the information of the external device collected by the timing system, corresponding data of the personnel and the external device are set up as shown in table 3:
TABLE 3 Table 3
In this embodiment, as shown in table 3 and table 1, table 3 multiple tables 1 are combined, that is, multiple business acceptance data, that is, multiple business in the same business handling process, are provided under the same salesmen and external devices, the interaction time length of each salesmen in each business handling process is obtained and is compared with the interaction time length threshold value corresponding to each function menu, the time length data corresponding to the function menu exceeding the threshold value is screened out, and then the function menu corresponding to the super-threshold value data is obtained through clustering analysis, wherein the function menus are the items to be optimized in the process.
In some embodiments, in addition to analyzing the duration data of the function menu, the analysis may be performed in combination with the number of interactions between the function menu and the external device, and when the number of interactions with the external device exceeds a threshold, the function menu may be considered to be optimized.
It can be appreciated that the analysis of the interaction time of the function menu in this embodiment is based on the analysis of the same salesman and the same external devices in different transacted services.
In order to better understand the content of the external device to be optimized according to the offset value, the external device determines the content of the external device to be optimized according to the external device type, and classifies the data of table 1 according to the external device type, for example, the card reader interaction time is set to be in type 1, the printer interaction time is set to be in type 2, and the like, then calculates the average value T for each type of data, and sets the offset interval value with the average value T as the center, for example, to be set to be-10%, -5%, 10%, 20%, and the like. Calculating an offset value P of the average value T for each type of data, and calculating a specific offset value, if the offset is 6%, dividing the data into a corresponding offset interval, and inquiring the corresponding equipment model and manufacturer according to the corresponding value of the table 2 for the interaction time in a larger offset interval, wherein the equipment model obtained based on the mode is the peripheral equipment needing to be eliminated or upgraded.
Illustrating: the card reader interaction time obtained in table 1 is a first business transaction time t11=5s, a second business transaction time t21=6s, a third business transaction time t11=9s, a fourth business transaction time t31=13s, and a fifth business transaction time t21=8s. The average interaction time t= (5+6+9+13+8)/5=8.2 is calculated. The offset value P for each interaction time is calculated to give p1= (T11-T)/t= (5-8.2)/8.2= -39%, p1= (T21-T)/t= (6-8.2)/8.2= -27%, p3= (T11-T)/t= (9-8.2)/8.2= 9%, p4= (T31-T)/t= (13-8.2)/8.2= 63%, p5= (T21-T)/t= (8-8.2)/8.2= -2%. And drawing corresponding offset values into corresponding offset value intervals according to the calculated offset values, and analyzing offset value information in the offset value intervals to find out equipment numbers corresponding to t31 for interaction time (fourth business handling time t31 in the embodiment) in a larger offset interval, wherein equipment manufacturers and models are found out according to table 2, and the equipment models are external equipment needing to be optimized.
Based on the same technical concept, the fifth corresponding embodiment of the present disclosure further provides a service handling duration optimization system, as shown in fig. 5, where the system includes an analysis module 51, an acquisition module 52, and an optimization module 53, where,
the analysis module 51 is configured to analyze items to be optimized of the service acceptance process based on interaction time of a service person under each function menu and/or interaction time of each external device in the service acceptance process;
an obtaining module 52, configured to obtain a duration optimization scheme for shortening the service acceptance process based on the item to be optimized of the service acceptance process; the method comprises the steps of,
an optimization module 53 configured to refine the business acceptance process based on the duration optimization scheme.
In one embodiment, the system further comprises:
the first acquisition module is used for acquiring service handling time length data of the service handling system;
the first analysis module is arranged before the analysis module analyzes the items to be optimized of the business acceptance flow, and analyzes the interaction time of a business person under each function menu in the business acceptance flow based on the business handling time data of the business handling system; and/or the number of the groups of groups,
the second acquisition module is used for acquiring service handling time length data of all external devices before the analysis module analyzes the items to be optimized of the service acceptance flow;
the second analysis module is used for analyzing the interaction time of each external device in the service acceptance flow based on the service handling time data of all the external devices.
In one embodiment, the system further comprises:
the identifier distribution module is used for distributing unique identifiers of the service personnel and/or all external devices in the service acceptance process;
the creation module is used for creating a multidimensional database based on the unique identification of the salesman and/or the unique identification of each external device; the method comprises the steps of,
the storage module is used for storing the interaction time of the service staff under each function menu and/or the interaction time of each external device in the service acceptance process in the multidimensional database. In one embodiment, the system further comprises:
the first setting module is used for setting interaction time thresholds of the service staff under the function menus in the service acceptance process based on preset acceptance rules respectively;
the analysis module 51 includes:
the first acquisition unit is used for respectively acquiring interaction time of the service staff under each function menu in each transacted service based on the service acceptance flow;
the first screening unit is used for screening the interaction time length of the function menu exceeding the corresponding interaction time length threshold from the interaction time length of the salesmen under the function menus in each business transaction;
the first analysis unit is used for carrying out cluster analysis on the interaction time length of the function menu exceeding the corresponding interaction time length threshold value to obtain a function menu to be optimized of the business acceptance process as a term to be optimized of the business acceptance process. In one embodiment, the method further comprises:
the second setting module is used for setting a preset interaction time average value of the external equipment and setting an offset interval value based on the preset interaction time average value;
the analysis module 51 includes:
the second acquisition unit is used for respectively acquiring the interaction time length of each external device in each transacted service based on the service acceptance flow;
the computing unit is used for respectively computing the average value of the interaction time length of each external device in each transaction service based on the interaction time length of each external device under each transaction service;
the computing unit is further configured to set a plurality of interaction time offset value intervals based on the average value of the interaction time of each external device in each transaction service, and respectively calculate the interaction time offset value of each external device under each transaction service;
the dividing unit is used for dividing the interaction time length offset value of each external device under each transaction service into a corresponding interaction time length offset value interval;
the second analysis unit is configured to analyze the interaction duration offset value of each external device in each interaction duration offset interval, and obtain the external device to be optimized of the service acceptance process as a term to be optimized of the service acceptance process.
Based on the same technical concept, the fifth corresponding embodiment of the present disclosure further provides a terminal device, as shown in fig. 6, where the terminal device includes a memory 61 and a processor 62, where the memory 61 stores a computer program, and when the processor 62 runs the computer program stored in the memory 61, the processor 62 executes the service handling duration optimization method.
Based on the same technical concept, the embodiments of the present disclosure correspondingly further provide a computer readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, executes the service handling duration optimization method.
Those of ordinary skill in the art will appreciate that all or some of the steps, systems, functional modules/units in the apparatus, and methods disclosed above may be implemented as software, firmware, hardware, and suitable combinations thereof. In a hardware implementation, the division between the functional modules/units mentioned in the above description does not necessarily correspond to the division of physical components; for example, one physical component may have multiple functions, or one function or step may be performed cooperatively by several physical components. Some or all of the physical components may be implemented as software executed by a processor, such as a central processing unit, digital signal processor, or microprocessor, or as hardware, or as an integrated circuit, such as an application specific integrated circuit. Such software may be distributed on computer readable media, which may include computer storage media (or non-transitory media) and communication media (or transitory media). The term computer storage media includes both volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable instructions, data structures, program modules or other data, as known to those skilled in the art. Computer storage media includes, but is not limited to, RAM, ROM, EEPROM, flash memory or other memory technology, CD-ROM, digital Versatile Disks (DVD) or other optical disk storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium which can be used to store the desired information and which can be accessed by a computer. Furthermore, as is well known to those of ordinary skill in the art, communication media typically embodies computer readable instructions, data structures, program modules or other data in a modulated data signal such as a carrier wave or other transport mechanism and includes any information delivery media.
Finally, it should be noted that: the above embodiments are only for illustrating the technical solution of the present disclosure, and not for limiting the same; although the present disclosure has been described in detail with reference to the foregoing embodiments, it should be understood by those of ordinary skill in the art that: the technical scheme described in the foregoing embodiments can be modified or some or all of the technical features thereof can be replaced by equivalents; such modifications and substitutions do not depart from the spirit of the corresponding technical solutions from the scope of the technical solutions of the embodiments of the present disclosure.
Claims (9)
1. A method for optimizing business transaction duration, comprising:
analyzing items to be optimized of the business acceptance process based on interaction time of a business operator under each function menu and/or interaction time of each external device in the business acceptance process;
acquiring a duration optimization scheme for shortening the service acceptance process based on items to be optimized of the service acceptance process; the method comprises the steps of,
the business acceptance flow is improved based on the duration optimization scheme;
the method for analyzing the items to be optimized of the service acceptance process based on the interaction time of each external device in the service acceptance process comprises the following steps:
respectively acquiring the interaction time length of each external device in each transacted service based on the service acceptance flow;
based on the interaction time of each external device under each transaction service, respectively calculating the average value of the interaction time of each external device in each transaction service;
setting an interaction time offset value interval based on the average value of the interaction time of each external device in each transaction service, and calculating the interaction time offset value of each external device under each transaction service;
dividing the interaction time offset value of each external device under each transaction service into corresponding interaction time offset value intervals; the method comprises the steps of,
and analyzing the interaction time length offset value of each external device in each interaction time length offset interval to obtain the external device to be optimized of the service acceptance process as a to-be-optimized item of the service acceptance process.
2. The method according to claim 1, further comprising, before analyzing the item to be optimized of the service acceptance process based on the interaction time of the service person under each function menu and/or the interaction time of each external device in the service acceptance process:
collecting service handling time length data of a service handling system; analyzing the interaction time of the service staff under each function menu in the service acceptance flow based on the service handling time data of the service handling system; and/or the number of the groups of groups,
collecting business handling time length data of all external devices; and analyzing the interaction time length of each external device in the service acceptance flow based on the service handling time length data of all the external devices.
3. The method as recited in claim 2, further comprising:
unique identifiers are distributed to operators and/or all external devices in the service acceptance flow;
creating a multidimensional database based on the unique identifier of the salesman and/or the unique identifier of each external device; the method comprises the steps of,
and storing the interaction time of the service staff under each function menu and/or the interaction time of each external device in the service acceptance process in the multidimensional database.
4. The method as recited in claim 1, further comprising:
respectively setting interaction time thresholds of the service staff under each function menu in the service acceptance process based on a preset acceptance rule;
based on the interaction time of the service staff under each function menu in the service acceptance process, analyzing the item to be optimized of the service acceptance process comprises the following steps:
respectively acquiring interaction time of a salesman under each function menu in each transacted business based on the business acceptance flow;
screening the interaction time length under the function menu exceeding the corresponding interaction time length threshold from the interaction time length under each function menu of the salesmen in each transacted business; the method comprises the steps of,
and performing cluster analysis on the interaction time length under the function menu exceeding the corresponding interaction time length threshold value to obtain a function menu to be optimized of the service acceptance process as a item to be optimized of the service acceptance process.
5. A business transaction duration optimization system, comprising:
the analysis module is set to analyze items to be optimized of the business acceptance process based on interaction time of a business operator under each function menu and/or interaction time of each external device in the business acceptance process;
the acquisition module is used for acquiring a time length optimization scheme for shortening the service acceptance process based on the item to be optimized of the service acceptance process; the method comprises the steps of,
an optimization module configured to improve the business acceptance process based on the duration optimization scheme;
the analysis module comprises:
the second acquisition unit is used for respectively acquiring the interaction time length of each external device in each transacted service based on the service acceptance flow;
the computing unit is used for respectively computing the average value of the interaction time length of each external device in each transaction service based on the interaction time length of each external device under each transaction service;
the computing unit is further configured to set a plurality of interaction time offset value intervals based on the average value of the interaction time of each external device in each transaction service, and respectively calculate the interaction time offset value of each external device under each transaction service;
the dividing unit is used for dividing the interaction time length offset value of each external device under each transaction service into a corresponding interaction time length offset value interval;
the second analysis unit is configured to analyze the interaction duration offset value of each external device in each interaction duration offset interval, and obtain the external device to be optimized of the service acceptance process as a term to be optimized of the service acceptance process.
6. The system of claim 5, further comprising:
the first acquisition module is used for acquiring service handling time length data of the service handling system;
the first analysis module is arranged before the analysis module analyzes the items to be optimized of the business acceptance flow, and analyzes the interaction time of a business person under each function menu in the business acceptance flow based on the business handling time data of the business handling system; and/or the number of the groups of groups,
the second acquisition module is used for acquiring service handling time length data of all external devices before the analysis module analyzes the items to be optimized of the service acceptance flow;
the second analysis module is used for analyzing the interaction time of each external device in the service acceptance flow based on the service handling time data of all the external devices.
7. The system of claim 6, further comprising:
the identifier distribution module is used for distributing unique identifiers of the service personnel and/or all external devices in the service acceptance process;
the creation module is used for creating a multidimensional database based on the unique identification of the salesman and/or the unique identification of each external device; the method comprises the steps of,
the storage module is used for storing the interaction time of the service staff under each function menu and/or the interaction time of each external device in the service acceptance process in the multidimensional database.
8. A terminal device comprising a memory and a processor, the memory having stored therein a computer program, which when executed by the processor performs the method of optimizing service transaction duration according to any one of claims 1 to 4.
9. A computer-readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, performs the service transaction duration optimization method according to any one of claims 1 to 4.
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