CN112200709A - Call center work order follow-up method and device, computer equipment and storage medium - Google Patents
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Abstract
The embodiment of the invention discloses a call center work order follow-up method, which comprises the steps of obtaining order numbers, processing states and data records contained in each work order to be followed when the work order to be followed is received; under the condition that the work order to be followed is created for the customer service and is not a mail work order, adding the work order to be followed into a preset work order library consistent with the order number, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as an identifier; the work order list is stored in the preset database, automatic follow-up of the work orders to be followed is achieved, follow-up processing of the orders to be followed is facilitated, and efficient circulation of the work orders is achieved. In addition, a call center work order follow-up device, computer equipment and a storage medium are also provided.
Description
Technical Field
The invention relates to the technical field of computers, in particular to a call center work order follow-up method and device, computer equipment and a storage medium.
Background
As a service mode using modern communication means and computer technology, a call center obtains information, services and feedback anytime and anywhere through data stream modes such as voice and short messages, and has become an important part in people's life. In the multi-department collaborative work, the work order is an important work collaboration basis, and in the prior art, when the work order is processed, the processing state of the work order is often fed back by adopting a mode of direct notification of personnel and the like. The notification among the staff often has instability, the problems that a manager forgets to update the work order state or the staff forgets to feed back the processing result and the like can occur, the real-time communication between people is difficult to guarantee, the work order processing efficiency is low, and the normal circulation of the work order is not facilitated.
Disclosure of Invention
In view of the above, it is desirable to provide a call center work order follow-up method, device, computer device and storage medium capable of automatically following up a work order.
A call center work order follow-up method, the method comprising:
when receiving a work order to be followed, acquiring an order number, a processing state and a data record contained in each work order to be followed;
under the condition that the work order to be followed is created for the customer service and is not a mail work order, adding the work order to be followed into a preset work order library consistent with the order number, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as an identifier;
and storing the work order list in a preset database.
A call center work order following apparatus, said apparatus comprising:
the acquisition module is used for acquiring order numbers, processing states and data records contained in each work order to be followed when the work order to be followed is received;
the follow-up module is used for adding the work order to be followed to a preset work order library consistent with the order number under the condition that the work order to be followed is created for the customer service and is not a mail work order, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as an identification;
and the storage module is used for storing the work order list in a preset database.
A computer device comprising a memory and a processor, the memory storing a computer program that, when executed by the processor, causes the processor to perform the steps of:
when receiving a work order to be followed, acquiring an order number, a processing state and a data record contained in each work order to be followed;
under the condition that the work order to be followed is created for the customer service and is not a mail work order, adding the work order to be followed into a preset work order library consistent with the order number, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as an identifier;
and storing the work order list in a preset database.
A computer-readable storage medium storing a computer program which, when executed by a processor, causes the processor to perform the steps of:
when receiving a work order to be followed, acquiring an order number, a processing state and a data record contained in each work order to be followed;
under the condition that the work order to be followed is created for the customer service and is not a mail work order, adding the work order to be followed into a preset work order library consistent with the order number, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as an identifier;
and storing the work order list in a preset database.
According to the call center work order follow-up method, the call center work order follow-up system, the computer equipment and the storage medium, when the work orders to be followed up are received, the order number, the processing state and the data record contained in each work order to be followed up are obtained; under the condition that the work order to be followed is created for the customer service and is not a mail work order, adding the work order to be followed into a preset order library consistent with the order number, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as an identifier; and the order number of the work order list is used as a data table name and stored in a preset database, so that the automatic follow-up of the work order is realized, and the work order follow-up efficiency is greatly improved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
Wherein:
FIG. 1 is a flow diagram of a call center work order follow-up method in one embodiment;
FIG. 2 is a flow diagram of a call center work order follow-up method in another embodiment;
FIG. 3 is a flow diagram of a call center work order follow-up method in yet another embodiment;
FIG. 4 is a block diagram of a call center work order following device in one embodiment;
FIG. 5 is a block diagram of a computer device in one embodiment.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
As shown in fig. 1, in an embodiment, a call center work order follow-up method is provided, which can be applied to a terminal or a server, and the embodiment is exemplified by being applied to the server. The work order follow-up method of the call center specifically comprises the following steps:
and 102, when receiving the work orders to be followed, acquiring order numbers, processing states and data records contained in each work order to be followed.
The work order to be followed is the work order needing follow-up processing. Each work order to be followed comprises an order number, a corresponding processing state and a data record, wherein the order number is an associated dimension of the work order, and each work order is associated with an order number. The processing state refers to a state of the work order to be followed, such as completion, processing, reply and the like, and the data record refers to information used for recording relevant data of the work order to be followed, such as problem types, appeal, processing results and the like of the work order. Specifically, when the server receives the work orders to be followed, the order number, the processing state and the data record included in each work order to be followed are obtained in an inquiry mode, so that the work orders to be followed are further processed based on the order number, the processing state and the data record.
And 104, under the condition that the work order to be followed is created as the customer service and is not a mail work order, adding the work order to be followed into a preset work order library consistent with the order number, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as the identification.
The preset work order library is a work order library which is formed by a plurality of work orders and is stored in advance by the server and marked with order numbers. The step of creating the work order to be followed for the customer service means that a customer dials a customer service telephone and selects a corresponding customer service skill set through an Interactive Voice Response (IVR) system, and the work order is created by inputting a single number input by the customer in the IVR process into the system after the customer service is connected. It should be noted that, in general, the work order includes not only the work order of the call center, but also the mail work order, and the work order to be followed in this embodiment is a work order for the call center. Therefore, when the work order to be followed is created as the customer service and is not a mail work order, the work order library marked with the number of the work order to be followed is found in the preset work order library according to the order number of the work order to be followed, the work order to be followed is added into the corresponding work order library, so that the association of the work orders to be followed with the same order number is realized, the processing state corresponding to the work order to be followed is marked as processing, the automatic follow-up of the work order to be followed is realized, a work order list with the order number as an identification is generated, the work orders to be followed with the same order number are connected in series in a work order list mode, the follow-up processing of the work order to be followed is facilitated, and the timeliness and the effectiveness of the processing of the work order to be followed are improved.
And step 106, storing the work order list in a preset database.
The preset database is a data warehouse for storing work orders. Specifically, the order number of the work order to be followed is used as the identifier of the data table corresponding to the work order list and is stored in the database, the work order to be followed can be quickly found out in the database only by the order number, understandably, the automatic follow-up of the work order to be followed is realized by storing the work order list ratio in the database, so that the follow-up processing of the work order to be followed is facilitated, and the efficient circulation of the work order is realized.
According to the work order follow-up method of the call center, when the work orders to be followed are received, order numbers, processing states and data records contained in each work order to be followed are obtained; under the condition that the work order to be followed is created for the customer service and is not a mail work order, adding the work order to be followed into a preset work order library consistent with the order number, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as an identifier; the work order list is stored in the preset database, automatic follow-up of the work orders to be followed is achieved, follow-up processing of the orders to be followed is facilitated, and efficient circulation of the work orders is achieved.
In one embodiment, receiving a work order to follow includes: when the call center generates a call record, determining the record as a work order to be followed; and when the call record to be replied is triggered, determining the generated call record as a work order to be followed.
Specifically, the work order to be replied refers to a call record, which includes a call record generated by the call center and a call record that triggers the flow after the flow to be replied returns. The call records which are not processed and completed in the earlier stage are also included in the work order to be followed, so that the comprehensive integrity of the work order to be followed is ensured, and the follow-up work order is conveniently and efficiently followed based on the work order to be followed.
Further, the call records of the call work order to be followed can be call forwarding, three-way call and the like of a call center, specifically, a single-point login employee account can be used for logging in a work order system, then, a login agent can independently select a current on-duty customer service skill group such as a main outbound line, and selects a designated line as a default outbound display number when answering multiple lines, and can also automatically switch outbound numbers as required. Furthermore, the work order to be followed in this embodiment may also be configured to store common work agents of the agents before the call record of the call center is triggered, which is convenient for the operator to work, and supports selection of different browser tab icons, which is convenient for fast recognition and switching back to a corresponding page when a plurality of work orders are made simultaneously, and is convenient for one person to operate on multiple posts.
As shown in fig. 2, in one embodiment, after generating the list of work orders identified by the order number, the method further includes:
and step 112, processing according to the high-low sequence of the emergency degree of each work order to be followed.
The problem type refers to a problem type of a work order, such as a problem type of modifying an order, canceling an order, and the like. Specifically, the data records of each work order to be followed in the work order list may be analyzed, for example, by extracting keywords in the data records, the problem type of each work order to be followed may be determined. And then, determining the urgency level of the work order to be followed according to a preset corresponding relation table of the problem types and the urgency levels, or directly determining the urgency levels according to the problem types and by combining specific application scenes of the work orders, and finally, processing the work orders according to the urgency levels from high to low, namely processing the work orders with higher urgency levels, so that the complaint rate of the work order to be followed can be reduced, and the user experience is improved.
As shown in fig. 3, in an embodiment, after the processing according to the high-low order of the urgency of each work order to be followed, the method further includes:
and step 120, when the analysis result is unsatisfactory, marking the processing state of the work order to be followed as a to-be-replied state, and calling back the corresponding work order to be followed to the call center to generate a new work order to be followed.
Specifically, the data record of the work order to be followed obtained by the work order processing method in steps 108 to 112 is obtained, Semantic Analysis (Semantic Analysis) is performed on the data record, specifically, the data record can be analyzed through an NLPIR big data Semantic intelligent Analysis platform, or an Analysis result of the data record fed back by the client of the corresponding work order to be followed can be identified by an intelligent learning algorithm, when the Analysis result is satisfactory, the work order to be followed is summarized, the processing state of the work order to be followed is marked as completed, when the Analysis result is unsatisfactory, the processing state of the work order to be followed is marked as to be replied, the corresponding work order to be followed is called back to a call center, a new work order to be followed is generated, so that follow-up is continued, the client expectation is dulled in time, and the complaint rate is reduced.
Further, when the analysis result is satisfactory, the processing state of the work order to be followed is marked as completed, the work order is allowed to be reopened in the completed state, and meanwhile, the prompt before timeout can be realized, so that the follow-up processing result is promoted from the source.
In one embodiment, the method further comprises: and adding the abstract to each call record once, and adding the abstract to the work order list in a manner of inserting the abstract into a data table.
Specifically, the abstract is allowed to be added once to each call record, and the work order to be followed is allowed to be subjected to additional recording after the work order to be followed is completed, and at the moment, the work order to be followed, the call record, the recording, the order and the abstract form a complete data chain, so that expansion and query based on multiple associated dimensions are facilitated, and the query efficiency of a work order list is improved.
In one embodiment, the default database is one of a relational database, a non-relational database, or a cache database.
Specifically, the preset database includes but is not limited to a relational database, a non-relational database or a cache database, and understandably, the work order list is stored in a database manner, so that the analysis and query efficiency of the work order list is greatly improved, and the circulation efficiency of the work orders is further improved.
In one embodiment, after saving the list of work orders in the preset database with the order number as the name of the data table, the method further comprises: and querying each order to be followed in a preset database by using the database processing instruction.
The database processing instructions comprise instructions of adding, deleting, changing, checking, sorting, screening and the like. Specifically, the instructions and the instruction combinations are used for inquiring each to-be-followed order in the preset database, so that the passing records of each to-be-followed work order can be communicated, and the follow-up work order can be traced conveniently.
As shown in fig. 4, in one embodiment, a call center work order following apparatus is provided, the apparatus comprising:
an obtaining module 402, configured to obtain, when a work order to be followed is received, an order number, a processing state, and a data record included in each work order to be followed;
a follow-up module 404, configured to add the work order to be followed to a preset work order library consistent with the order number and mark a processing state corresponding to the work order to be followed as processing when the work order to be followed is created for customer service and is not a mail work order, and generate a work order list with the order number as an identifier;
a saving module 406, configured to save the work order list in a preset database.
In one embodiment, the obtaining module includes:
the first acquisition unit is used for determining the record as the work order to be followed when the call center generates a call record;
and the second acquisition unit is used for determining the generated call record as the work order to be followed when the call record to be replied is triggered.
In one embodiment, the call center work order following apparatus further comprises:
the first determining module is used for analyzing the data records of each work order to be followed in the work order list and determining the problem type of each work order to be followed when a processing instruction based on the work order list is received;
the second determining module is used for determining the corresponding urgency degree of the work order to be followed according to the problem type;
and the processing module is used for processing according to the high-low sequence of the emergency degree of each work order to be followed.
In one embodiment, the call center work order following apparatus further comprises:
the first acquisition module is used for acquiring the data record of the processed work order to be followed;
the analysis module is used for carrying out semantic analysis on the data records to obtain an analysis result;
a marking module for marking the processing state of the work order to be followed as completed when the analysis result is satisfactory;
and the first generation module is used for marking the processing state of the work order to be followed as a to-be-replied state when the analysis result is unsatisfactory, and calling back the corresponding work order to be followed to a call center to generate a new work order to be followed.
In one embodiment, the call center work order following apparatus further comprises: and the adding module is used for adding an abstract to each call record once and adding the abstract to the work order list in a data table inserting mode.
In one embodiment, the call center work order following apparatus further comprises: and the query module is used for querying each order to be followed in the preset database by utilizing a database processing instruction.
FIG. 5 is a diagram illustrating an internal structure of a computer device in one embodiment. The computer device may specifically be a server including, but not limited to, a high performance computer and a cluster of high performance computers. As shown in fig. 5, the computer device includes a processor, a memory, and a network interface connected by a system bus. Wherein the memory includes a non-volatile storage medium and an internal memory. The non-volatile storage medium of the computer device stores an operating system and may also store a computer program that, when executed by the processor, causes the processor to implement a call center work order follow-up method. The internal memory may also have stored therein a computer program that, when executed by the processor, causes the processor to perform a call center work order follow-up method. Those skilled in the art will appreciate that the architecture shown in fig. 5 is merely a block diagram of some of the structures associated with the disclosed aspects and is not intended to limit the computing devices to which the disclosed aspects apply, as particular computing devices may include more or less components than those shown, or may combine certain components, or have a different arrangement of components.
In one embodiment, the call center work order following method provided herein may be implemented in the form of a computer program that is executable on a computer device such as that shown in fig. 5. The memory of the computer device may store various program templates that make up the call center work order following apparatus. Such as an acquisition module 402, a follow-up module 404, and a save module 406.
A computer device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, the processor implementing the following steps when executing the computer program: when receiving a work order to be followed, acquiring an order number, a processing state and a data record contained in each work order to be followed; under the condition that the work order to be followed is created for the customer service and is not a mail work order, adding the work order to be followed into a preset work order library consistent with the order number, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as an identifier; and storing the work order list in a preset database.
In one embodiment, receiving a work order to follow includes: when a call center generates a call record, determining the record as the work order to be followed; and when the call record to be replied is triggered, determining the generated call record as the work order to be followed.
In one embodiment, after the generating the list of work orders identified by the order number, the method further includes: when a processing instruction based on the work order list is received, analyzing the data records of each work order to be followed in the work order list, and determining the problem type of each work order to be followed; determining the corresponding urgency degree of the work order to be followed according to the problem type; and processing according to the high-low sequence of the emergency degree of each work order to be followed.
In one embodiment, after the processing according to the high-low order of the urgency level of each work order to be followed, the method further includes: acquiring the data record of the processed work order to be followed; performing semantic analysis on the data records to obtain an analysis result; when the analysis result is satisfactory, marking the processing state of the work order to be followed as completed; and when the analysis result is unsatisfactory, marking the processing state of the work order to be followed as a to-be-replied state, and calling back the corresponding work order to be followed to a call center to generate a new work order to be followed.
In one embodiment, the method further comprises: and adding an abstract once to each call record, and adding the abstract to the work order list in a manner of inserting a data table.
In one embodiment, the default database is one of a relational database, a non-relational database, or a cache database.
In one embodiment, after the storing the work order list in a preset database with the order number as a data table name, the method further includes: and querying each order to be followed in the preset database by using a database processing instruction.
A computer-readable storage medium storing a computer program, the computer program when executed by a processor implementing the steps of: when receiving a work order to be followed, acquiring an order number, a processing state and a data record contained in each work order to be followed; under the condition that the work order to be followed is created for the customer service and is not a mail work order, adding the work order to be followed into a preset work order library consistent with the order number, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as an identifier; and storing the work order list in a preset database.
In one embodiment, receiving a work order to follow includes: when a call center generates a call record, determining the record as the work order to be followed; and when the call record to be replied is triggered, determining the generated call record as the work order to be followed.
In one embodiment, after the generating the list of work orders identified by the order number, the method further includes: when a processing instruction based on the work order list is received, analyzing the data records of each work order to be followed in the work order list, and determining the problem type of each work order to be followed; determining the corresponding urgency degree of the work order to be followed according to the problem type; and processing according to the high-low sequence of the emergency degree of each work order to be followed.
In one embodiment, after the processing according to the high-low order of the urgency level of each work order to be followed, the method further includes: acquiring the data record of the processed work order to be followed; performing semantic analysis on the data records to obtain an analysis result; when the analysis result is satisfactory, marking the processing state of the work order to be followed as completed; and when the analysis result is unsatisfactory, marking the processing state of the work order to be followed as a to-be-replied state, and calling back the corresponding work order to be followed to a call center to generate a new work order to be followed.
In one embodiment, the method further comprises: and adding an abstract once to each call record, and adding the abstract to the work order list in a manner of inserting a data table.
In one embodiment, the default database is one of a relational database, a non-relational database, or a cache database.
In one embodiment, after the storing the work order list in a preset database with the order number as a data table name, the method further includes: and querying each order to be followed in the preset database by using a database processing instruction.
It will be understood by those skilled in the art that all or part of the processes of the methods of the embodiments described above can be implemented by a computer program, which can be stored in a non-volatile computer-readable storage medium, and can include the processes of the embodiments of the methods described above when the program is executed. Any reference to memory, storage, database, or other medium used in the embodiments provided herein may include non-volatile and/or volatile memory, among others. Non-volatile memory can include read-only memory (ROM), Programmable ROM (PROM), Electrically Programmable ROM (EPROM), Electrically Erasable Programmable ROM (EEPROM), or flash memory. Volatile memory can include Random Access Memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in a variety of forms such as Static RAM (SRAM), Dynamic RAM (DRAM), Synchronous DRAM (SDRAM), Double Data Rate SDRAM (DDRSDRAM), Enhanced SDRAM (ESDRAM), Synchronous Link DRAM (SLDRAM), Rambus Direct RAM (RDRAM), direct bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).
The technical features of the above embodiments can be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the above embodiments are not described, but should be considered as the scope of the present specification as long as there is no contradiction between the combinations of the technical features.
The above-mentioned embodiments only express several embodiments of the present application, and the description thereof is more specific and detailed, but not construed as limiting the scope of the present application. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the concept of the present application, which falls within the scope of protection of the present application. Therefore, the protection scope of the present patent shall be subject to the appended claims.
Claims (10)
1. A call center work order follow-up method, the method comprising:
when receiving a work order to be followed, acquiring an order number, a processing state and a data record contained in each work order to be followed;
under the condition that the work order to be followed is created for the customer service and is not a mail work order, adding the work order to be followed into a preset work order library consistent with the order number, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as an identifier;
and storing the work order list in a preset database.
2. The call center work order follow-up method of claim 1, wherein the receiving of the work order to be followed comprises:
when a call center generates a call record, determining the record as the work order to be followed;
and when the call record to be replied is triggered, determining the generated call record as the work order to be followed.
3. The call center work order follow-up method of claim 1, wherein after said generating a list of work orders identified by said order number, further comprising:
when a processing instruction based on the work order list is received, analyzing the data records of each work order to be followed in the work order list, and determining the problem type of each work order to be followed;
determining the corresponding urgency degree of the work order to be followed according to the problem type;
and processing according to the high-low sequence of the emergency degree of each work order to be followed.
4. The call center work order follow-up method according to claim 3, further comprising, after the processing in the order of the urgency of each of the work orders to be followed, the steps of:
acquiring the data record of the processed work order to be followed;
performing semantic analysis on the data records to obtain an analysis result;
when the analysis result is satisfactory, marking the processing state of the work order to be followed as completed;
and when the analysis result is unsatisfactory, marking the processing state of the work order to be followed as a to-be-replied state, and calling back the corresponding work order to be followed to a call center to generate a new work order to be followed.
5. The call center work order follow-up method of claim 2, further comprising:
and adding an abstract once to each call record, and adding the abstract to the work order list in a manner of inserting a data table.
6. The call center work order follow-up method of claim 1, wherein the predetermined database is one of a relational database, a non-relational database, or a cache database.
7. The call center work order follow-up method according to claim 1, wherein after storing the work order list in a preset database with the order number as a data table name, the method further comprises:
and querying each order to be followed in the preset database by using a database processing instruction.
8. A call center work order follow-up device, the call center work order follow-up device comprising:
the acquisition module is used for acquiring order numbers, processing states and data records contained in each work order to be followed when the work order to be followed is received;
the follow-up module is used for adding the work order to be followed to a preset work order library consistent with the order number under the condition that the work order to be followed is created for the customer service and is not a mail work order, marking the processing state corresponding to the work order to be followed as processing, and generating a work order list with the order number as an identification;
and the storage module is used for storing the work order list in a preset database.
9. A computer device comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor when executing the computer program implements the steps of the call center work order follow-up method of any of claims 1 to 7.
10. A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of the call center work order follow-up method according to any one of claims 1 to 7.
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