CN114785892A - System and method for automatically distributing calls for call center - Google Patents
System and method for automatically distributing calls for call center Download PDFInfo
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- CN114785892A CN114785892A CN202210366837.2A CN202210366837A CN114785892A CN 114785892 A CN114785892 A CN 114785892A CN 202210366837 A CN202210366837 A CN 202210366837A CN 114785892 A CN114785892 A CN 114785892A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5116—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing for emergency applications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
Abstract
The invention discloses a system and a method for automatically distributing calls for a call center, wherein the system comprises a call access module, a call control module, a service function module and a database, and the service function module comprises: the system comprises a hot wire part module, an information part module, a system management module, an agent management module and a customer management module. The system for automatically distributing the calls has wide application range and higher operation efficiency, and queues the customers entering the system for selecting manual service according to the importance degree of the customers, so that the phenomenon that the customers have longer waiting time due to more customers waiting in front is avoided, the working efficiency is improved, meanwhile, the waiting time of the customers and the importance of the customers can be balanced by adopting the strategy, the customers with longer waiting time and higher customer importance are arranged in front of a queue to preferentially receive the service represented by the system seats, the working efficiency is improved, and the situation that the workload of the seat represented by the system is unbalanced is avoided.
Description
Technical Field
The invention relates to the technical field of accounting appliances, in particular to a system and a method for automatically distributing calls for a call center.
Background
The call center system mainly adopts CTI technology as computer telephone integration technology, the purpose of the early development of the CTI technology is to integrate the computer application technology into a telecommunication telephone system, so that the telecommunication system has the capability of automatically distinguishing, processing and other operations on information such as telephone instruction signaling and the like, then a connection of a telephone channel is established, and a client can listen to information such as a recording file and the like preset by the system.
In the use process of the existing call center system, when an agent responds to the requirement of an access user, frequent manual switching between a service system and the call center system is needed, and the operation is complex, so that the efficiency of the call center is low.
Disclosure of Invention
The invention aims to provide a system and a method for automatically distributing calls for a call center, which aim to solve the problem that the prior call center system needs to be frequently and manually switched between a service system and the call center system when an agent responds to the requirement of an access user in the using process, and the operation is complex, so that the efficiency of the call center is low.
In order to achieve the purpose, the invention provides the following technical scheme: a system and method for automatic call distribution in call center includes call access module, call control module, service function module and database, the service function module includes: the system comprises a hot wire part module, an information part module, a system management module, an agent management module and a customer management module.
Preferably, the call access module is configured to obtain a call request, and queue and distribute a call of a client according to a client queuing formula, where the client queuing formula is: y is t1 jb + t2 Time, where y is the priority of the customer call queue, i.e. indicates the queue order, jb indicates the customer's importance, Time indicates the Time the customer waits after entering the call center, t1 indicates the customer's importance factor, the initial value is 0.6, the importance factor can also be set by the system according to the requirements, t2 indicates the customer waiting Time factor, the default value is 0.4, this value can also be set by the system, for the customer queuing formula, the larger the y value is after the customer's call is calculated, the customer is just in front of the waiting queue, whenever a new call enters in the system, the corresponding y value is calculated according to the customer queuing formula, then the calculated y value is compared with the y value of the customer already in the waiting queue, until a reasonable position of the y value is found, the customer is inserted into this waiting queue, queuing of the client is completed.
Preferably, the AsteriskNOW adopted by the call control module configures data such as environment and seats of the call center, manages information such as call records and logs, and most importantly, controls the working state of the call center to ensure the normal operation of the call center.
Preferably, the hotline module is used for the agent representative to service the customer who selects manual service, is mainly responsible for functions of dialing and answering, managing a work order, inquiring information and the like of a telephone, and checks the time when the customer receives service in the call center and the time when the agent representative who serves the customer finishes the call according to the time of accessing the telephone and the time of finishing the telephone to arrange the next call for the agent representative.
Preferably, the information part module is used for providing a guarantee of a knowledge information base for the system, providing a powerful basis for customer consultation and answering confusion when an agent representative performs manual service, storing business information in the database, and classifying the business information to realize faster information inquiry, and simultaneously providing a knowledge information inquiry basis for automatic voice response and providing a powerful guarantee for customers to adopt non-manual service.
Preferably, the system management module is mainly used for managing system roles, adding modification authority, managing session statistics and managing logs by an administrator.
Preferably, the agent module is used for the state of the agent representative and the operation that the agent representative can perform, the operation that the agent representative can perform includes calling out, answering, hanging up and consulting, and the state of the agent includes signing in, signing out, leaving free, busy and call processing.
Preferably, the customer management submodule is used for a customer administrator to collect information collected by the agent representatives and manage conditions such as basic data, business consultation, historical records and the like of the customers, and can classify the customers according to the basic data or the classes of the business consultation of the customers so as to more efficiently serve the customers, if the customers maliciously disturb normal operation of the system and exceed three times, the customers are listed into a blacklist at the moment, the blacklisted customers can not be served by the call center any more, the database adopts a cloud database and is used for further sorting results of system analysis to form a final computer model, and the database mainly comprises an employee list, the agent representatives, the customers, the blacklist, an employee list, incoming records, telephone traffic and a knowledge information list.
A method for automatic call distribution for a call center, comprising the steps of:
s1, enabling the client to enter the system and selecting manual service;
s2, the call access module acquires the client information through the database and inquires whether the client has the incoming record;
s3, when the client has no incoming record in S2, the call access module sets the importance level of the client to be 0, and the client queues according to the calculation of the client queuing priority formula;
s4, when the client has the incoming record in S2, the call access module inquires the importance level of the client through the database and calculates the queuing through a client queuing priority formula;
s5, the call control module detects whether the number of the clients is equal to the number of the seats;
s6, when the number of the clients is equal to the number of the seats in the S5, the call control module ranks the number of the clients and the number of the seats through a seat ranking algorithm, and answers the incoming call;
and S7, when the number of the clients is not equal to the number of the seats in the S5, detecting whether the number of the clients is more than the number of the seats, answering the incoming call of the client according to the queuing sequence of the client when the number of the clients is more than the number of the seats, and when the number of the clients is less than the number of the seats, arranging the number of the clients and the number of the seats and answering the incoming call of the client.
Preferably, the agent arrangement algorithm in S6 is used for checking whether the database has an incoming record through the current telephone number of the customer after the customer enters the system and selects manual service, and if the result of the inquiry is that the customer has an incoming record, checking whether the customer has an agent representative served by the customer last time through the last work order information of the customer, and then checking whether the agent representative is in an idle state through the information of the work order, and if the customer has an incoming record, directly adding the agent to the information of a work order handler of a newly established work order, and answering the incoming call of the customer with the agent; if the seat is in a non-idle state, the condition is similar to the condition that the customer does not have the incoming call record, a method that the customer does not have the incoming call record can be adopted, and for the condition that the customer does not have the incoming call record, the system calls and checks the seat representative with the minimum number of times of answering the call, then the seat representative is connected with the customer through a speech path, and the queuing of the seat representative is completed.
Compared with the prior art, the invention has the beneficial effects that:
the system for automatically distributing calls has wide application range and high operation efficiency, and adopts the strategy of queuing customers entering the system for selecting manual service according to the importance degree of the customers, so that the phenomenon that the waiting time of the important customers is long due to more customers waiting in front is avoided, the working efficiency is improved, meanwhile, the waiting time of the customers and the importance of the customers can be balanced by adopting the strategy, the customers with longer waiting time and higher importance of the customers are arranged in front of the queue, the service represented by the system seats is preferentially received, the working efficiency is improved, the system queues the customers by adopting the strategy of combining the longest idle average time of the seats with the last service of the customers when the customers are queued to answer calls, the workload of each seat is relatively average, and the workload of the existing seats is prevented from being larger, some seats represent a situation of workload imbalance with small workload.
Drawings
FIG. 1 is a flow chart of the operation of the present invention.
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.
Referring to fig. 1, the present invention provides a technical solution:
a system for automatically distributing calls for a call center comprises a call access module, a call control module, a service function module and a database, wherein the service function module comprises: the system comprises a hot wire part module, an information part module, a system management module, an agent management module and a customer management module.
In the invention, the call access module is used for obtaining a call request and queuing and distributing the call of a client according to a client queuing formula, wherein the client queuing formula is as follows: y is t1 jb + t2 Time, where y is the priority of the customer call queue, i.e. indicates the queue order, jb indicates the customer's importance, Time indicates the Time the customer waits after entering the call center, t1 indicates the customer's importance factor, the initial value is 0.6, the importance factor can also be set by the system according to the requirements, t2 indicates the customer waiting Time factor, the default value is 0.4, this value can also be set by the system, for the customer queuing formula, the larger the y value is after the customer's call is calculated, the customer is just in front of the waiting queue, whenever a new call enters in the system, the corresponding y value is calculated according to the customer queuing formula, then the calculated y value is compared with the y value of the customer already in the waiting queue, until a reasonable position of the y value is found, the customer is inserted into this waiting queue, queuing of the client is completed.
In the invention, the asteriskNOW adopted by the call control module is used for configuring data such as environment, seats and the like of the call center and managing information such as call records, logs and the like, and most importantly, the working state of the call center is controlled to ensure the normal operation of the call center.
The invention provides a method for managing a call center, which comprises the steps that a hotline part module is used for a seat representative to service a customer who selects manual service, is mainly responsible for the functions of dialing and answering of a telephone, managing a work order, inquiring information and the like, and checks the time of the customer receiving service in the call center and the time of the seat representative who services the customer finishing conversation according to the time of accessing the telephone and the time of finishing the telephone to arrange the next conversation for the seat representative.
In the invention, the information part module is used for providing a guarantee of a knowledge information base for the system, providing a powerful basis for customer consultation and answer confusion when an agent representative performs manual service, storing service information in the database, and classifying the service information to realize faster information query, and simultaneously providing a knowledge information query basis for automatic voice response and providing a powerful guarantee for customers to adopt non-manual service.
In the invention, the system management module is mainly used for managing system roles, adding modification authority, managing session statistics and managing logs by an administrator.
The invention relates to a method for managing a plurality of seats, which comprises the steps that an agent module is used for the state of an agent representative and the operation which can be carried out by the agent representative, the operations which can be carried out by the agent representative comprise calling, answering, hanging up and consulting, and the state of the agent comprises sign-in, sign-out, idle, busy and call processing.
The invention relates to a system for managing customer service, which comprises a customer management submodule, a customer management submodule and a call center submodule, wherein the customer management submodule is used for a customer manager to collect information collected by an agent representative and manage conditions of basic data, service consultation, historical records and the like of the customer according to the information collected by the agent representative, and can classify the customer according to the basic data or the service consultation category of the customer so as to more efficiently serve the customer.
A method for automatically distributing calls for a call center comprises the following steps:
s1, the client enters the system and selects manual service;
s2, the call access module acquires the customer information through the database and inquires whether the customer has the incoming record;
s3, when the client has no incoming record in S2, the call access module sets the importance level of the client to be 0, and the client queues through calculation of a client queuing priority formula;
s4, when the client has the incoming record in S2, the call access module inquires the importance level of the client through the database and calculates the queuing through a client queuing priority formula;
s5, the call control module detects whether the number of the clients is equal to the number of the seats;
s6, when the number of the clients is equal to the number of the seats in the S5, the call control module ranks the number of the clients and the number of the seats through a seat ranking algorithm, and answers the incoming call;
and S7, when the number of the clients is not equal to the number of the seats in the S5, detecting whether the number of the clients is more than the number of the seats, answering the incoming call of the client according to the queuing sequence of the client when the number of the clients is more than the number of the seats, and when the number of the clients is less than the number of the seats, arranging the number of the clients and the number of the seats and answering the incoming call of the client.
In the invention, the seat arrangement algorithm in S6 is used for checking whether a database has an incoming record through the current telephone number of a client after the client enters the system to select manual service, if the inquiry result is that the client has the incoming record, checking the last seat representative served by the client through the last work order information of the client, then checking whether the seat representative is in an idle state through the information of the work order, and if the seat representative is in the idle state, directly adding the seat to the information of a work order processor of a newly established work order, and answering the incoming call of the client by the seat; if the seat is in a non-idle state, the condition is similar to the condition that the customer does not have the incoming call record, a method that the customer does not have the incoming call record can be adopted, and for the condition that the customer does not have the incoming call record, the system calls and checks the seat representative with the minimum number of times of answering the call, then the seat representative is connected with the customer through a speech path, and the queuing of the seat representative is completed.
In summary, the following steps: the automatic call distribution system has wide application range and higher operating efficiency, and the system queues the customers entering the system for selecting manual service according to the importance degree of the customers, thus avoiding the phenomenon that the waiting time of important customers is longer due to more users waiting in front, improving the working efficiency, meanwhile, the strategy can balance the waiting time of the client and the importance of the client, the client with longer waiting time and higher importance of the client is arranged in front of the queue to preferentially receive the service of the system agent representative, the system queues the agent representative by adopting the strategy of combining the longest idle average time of the agent with the last service of the client when the agent representative queues to answer the incoming call of the client, so that the workload of each agent is relatively average, and the situation that some seats represent large workload and some seats represent small workload and unbalanced workload is avoided.
It should be noted that, in this document, relational terms such as first and second, and the like are used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus.
Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that various changes, modifications, substitutions and alterations can be made in these embodiments without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.
Claims (10)
1. A system for automatically distributing calls for a call center is characterized by comprising a call access module, a call control module, a service function module and a database, wherein the service function module comprises: the system comprises a hot wire part module, an information part module, a system management module, an agent management module and a customer management module.
2. The system of claim 1, wherein the call access module is configured to obtain the call request, and queue and distribute the call of the customer according to a customer queuing formula, and the customer queuing formula is: y is t1 jb + t2 Time, where y is the priority of the customer call queue, i.e. indicates the order of the queue, jb indicates the importance of the customer, Time indicates the Time of the call waiting after the customer enters the call center, t1 indicates the importance coefficient of the customer, the initial value is 0.6, the importance coefficient can also be set by the system according to the requirement, t2 indicates the coefficient of the customer waiting Time, the default value is 0.4, this value can also be set by the system, for the formula of customer queue, after the customer call is calculated by the formula, the larger the y value indicates that the customer is in front of the waiting queue, whenever a new call enters the system, the corresponding y value is calculated according to the customer queuing formula, then the calculated y value is compared with the y value of the customer already in the queue, until a reasonable position of the y value is found, the customer is inserted into this waiting queue, queuing of the client is completed.
3. The system of claim 1, wherein the AsteriskNOW module is used to configure data such as environment and agents of the call center and manage information such as call records and logs, and most importantly, to control the operating status of the call center to ensure the normal operation of the call center.
4. The system for automatically distributing calls for a call center according to claim 1, wherein the hotlining module is used for a representative of an agent to service a customer who selects manual service, and is mainly responsible for functions of dialing and answering a call, managing a worksheet, inquiring information and the like, and the next call is arranged for the representative of the agent according to the call access time and the call ending time by checking the time when the customer receives service at the call center and the time when the representative of the agent serving the customer finishes the call.
5. The system of claim 1, wherein the information module is configured to provide a knowledge information base for the system, so as to provide a powerful basis for customer consultation and confusion during manual service of agent representatives, store the service information in the database, and classify the service information to realize faster information query, and provide a knowledge information query basis for automatic voice response, so as to provide a powerful guarantee for customers to adopt non-manual service.
6. The system of claim 1, wherein the system management module is mainly used for managing system roles, adding modification authority, managing traffic statistics and managing logs by an administrator.
7. The system according to claim 1, wherein the agent module is used for the status of agent representatives and the operations that the agent representatives can perform, the operations that the agent representatives can perform include calling, answering, hanging up, consulting, and the status of the agent includes checking in, checking out, setting free, setting busy, and call processing.
8. The system of claim 1, wherein the customer management submodule is used for the customer administrator to collect the information collected by the agent representatives and manage the basic data, business consultation and history records of the customers, and classify the customers according to the basic data or business consultation categories of the customers so as to more efficiently serve the customers, if the customers maliciously disturb the normal operation of the system and exceed three times, the customers are blacklisted, the blacklisted customers are no longer served by the call center, the database adopts a cloud database for further sorting the system analysis results to form a final computer model, and the database mainly comprises an employee table, the agent representatives, the customers, a blacklist, a data base, a service data base, and a service data base The system comprises a work order table, an incoming call record, telephone traffic and a knowledge information table.
9. A method for automatically allocating calls for a call center, comprising the steps of:
s1, enabling the client to enter the system and selecting manual service;
s2, the call access module acquires the customer information through the database and inquires whether the customer has the incoming record;
s3, when the client has no incoming record in S2, the call access module sets the importance level of the client to be 0, and the client queues according to the calculation of the client queuing priority formula;
s4, when the client has the incoming record in S2, the call access module inquires the importance level of the client through the database and carries out queuing through calculation of a client queuing priority formula;
s5, the call control module detects whether the number of the clients is equal to the number of the seats;
s6, when the number of the clients is equal to the number of the seats in the S5, the call control module arranges the number of the clients and the number of the seats through a seat arrangement algorithm to answer the incoming call;
and S7, when the number of the clients is not equal to the number of the seats in the S5, detecting whether the number of the clients is larger than the number of the seats, answering the incoming calls of the clients according to the queuing sequence of the clients when the number of the clients is larger than the number of the seats, and when the number of the clients is smaller than the number of the seats, arranging the number of the clients and the number of the seats and answering the incoming calls of the clients.
10. The method according to claim 9, wherein the agent arrangement algorithm in S6 is used for checking whether the database has an incoming record through the current phone number of the customer after the customer enters the system to select manual service, and if the result of the inquiry is that the customer has an incoming record, checking whether the customer has an agent representative who serves the customer last time through the last work order information of the customer, and then checking whether the agent representative is in an idle state through the information of the work order, and if the agent is in the idle state, directly adding the agent to the information of the work order handler of the newly established work order, and answering the customer' S incoming call with the agent; if the seat is in a non-idle state, the condition is similar to the condition that the customer does not have the incoming call record, a method that the customer does not have the incoming call record can be adopted, and for the condition that the customer does not have the incoming call record, the system calls and checks the seat representative with the minimum number of times of answering the call, then the seat representative is connected with the customer through a speech path, and the queuing of the seat representative is completed.
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| CN202210366837.2A CN114785892A (en) | 2022-04-08 | 2022-04-08 | System and method for automatically distributing calls for call center |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN116320170A (en) * | 2023-05-23 | 2023-06-23 | 烟台海颐软件股份有限公司 | Intelligent customer service call center system based on soft switch |
| CN117527971A (en) * | 2023-11-03 | 2024-02-06 | 上海浦东发展银行股份有限公司 | Traffic distribution method and system based on data slicing |
-
2022
- 2022-04-08 CN CN202210366837.2A patent/CN114785892A/en active Pending
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN116320170A (en) * | 2023-05-23 | 2023-06-23 | 烟台海颐软件股份有限公司 | Intelligent customer service call center system based on soft switch |
| CN116320170B (en) * | 2023-05-23 | 2023-08-15 | 烟台海颐软件股份有限公司 | Intelligent customer service call center system based on soft switch |
| CN117527971A (en) * | 2023-11-03 | 2024-02-06 | 上海浦东发展银行股份有限公司 | Traffic distribution method and system based on data slicing |
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