CN202455425U - Easy-to-use and convenient seat service acceptance worktable - Google Patents
Easy-to-use and convenient seat service acceptance worktable Download PDFInfo
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- CN202455425U CN202455425U CN201220012145XU CN201220012145U CN202455425U CN 202455425 U CN202455425 U CN 202455425U CN 201220012145X U CN201220012145X U CN 201220012145XU CN 201220012145 U CN201220012145 U CN 201220012145U CN 202455425 U CN202455425 U CN 202455425U
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Abstract
The utility model discloses an easy-to-use and convenient seat service acceptance worktable. The easy-to-use and convenient seat service acceptance worktable comprises a customer identification module, a service acceptance service module, a service track service module, a one-key type shortcut module, a map auxiliary positioning module and an integrated geographic information system (GIS) which are sequentially displayed on an interface; the customer identification module is used for fast confirming the identification of a customer and a service; the service acceptance service module comprises basic information of the customer; the service track service module inquires and displays transacted service of the caller identification according to the caller identification; the one-key type shortcut module is used for assisting in completing consistency, completeness and effectiveness of work order information; the map auxiliary positioning module is used for helping a seat representative to fast position a malfunction service address of the consumer; and the integrated GIS system is used for assisting in analyzing malfunction reasons. An information writing sequence is identical to a customer communication sequence when the service is accepted, seat work efficiency and satisfaction of the customer can be improved, and requirements of centralized calling centers of large provinces are met.
Description
Technical field
The utility model relates to agent service admissibility platform, the specifically a kind of intelligent easy-to-use admissibility of agent service easily platform that is applicable to electric power enterprise.
Background technology
For better unified management; More reasonably distribute and utilize resource; Improve the integrity service level, satisfy from the transformation of extensive management to the intensive management mode, electric power enterprise is concentrated the large-scale call center that has built up the whole province's uniformity with the call center of prefectures and cities.After the whole province concentrated, the consulting of reporting for repairment of various places power consumer waited the power business phone all unify access same call center to accept, and the power business after accepting is unified to be assigned to prefectures and cities again and handled.The manual position representative needs the information of exchange and conmmunication many; It is complicated to need to collect the information recorded source; Kind is various; The manual position representative need be inserted corresponding column with these finish message classification, accomplishes a service handling worker list and distributes corresponding districts and cities and the processing of corresponding processing department.At this moment the various places dialect link up unfavorable, report that the electricity consumption address registration is not quite clear for repairment, customer phone typing mistake, professional worker are singly sent wrong districts and cities etc., and problem highlights; And maximum problem is to collect the overlong time that business information accepted in record; The voice call duration often surpasses limiting time, causes manual position to represent operating efficiency low, and power consumer reports that ordinary person worker's seat is no-trunk often for repairment; Caused Inbound Calls to wait in line for a long time, CSAT descends.This state is badly in need of changing in the call center that large-scale province concentrates, and improves seat operating efficiency and CSAT.
Summary of the invention
In order to overcome the problems referred to above, the purpose of the utility model provides a kind of easy-to-use admissibility of agent service easily platform, and this workbench can improve seat operating efficiency and CSAT, satisfies the demand of the concentrated call center of large-scale province.
The purpose of the utility model realizes through following technical scheme:
A kind of easy-to-use admissibility of agent service easily platform; It is characterized in that: said workbench comprises client identification module, service handling service module, Service tracing service module, one-touch prompt operation module, map auxiliary positioning module and the integrated generalized information system that is presented at successively on the interface, and said client identification module is used to help the seat representative to confirm the user identity and the business of doing fast; The service handling service module comprises that the general character that contains user basic information accepts the district and accept the district according to the individual character that type of service classification is filled in; The Service tracing service module comprises that business presses and professional supervisor's service, is used for very first time at caller client through the caller ID inquiry and show the business that this number incoming call was handled; One-touch prompt operation module is used for consistency, integrality and the validity of the single information of the auxiliary worker of completion, farthest saves seat and accomplishes single time on the desk of worker in end conversation back, effectively improves the customer satisfaction rate; Said map auxiliary positioning module comprises fuzzy query and typing, and the fault that is used to help the seat representative to navigate to the client is fast reported the address for repairment, improves the operating efficiency accuracy rate single with group of seat; Said integrated generalized information system is used to help seat to represent analyzing failure cause, improves the operating efficiency and the customer satisfaction rate of seat representative.
In the utility model, general character accept the district comprise the user that sends a telegram here name, electricity consumption address, caller ID, telephone number, accept content.
In the utility model, client identification module comprises caller ID identification, service history identification and customer information identification.Client identification module demonstrates the business information that information of home location, telephone number and this telephone number incoming call of incoming call call number were once handled at upper left one side of something of general seat software; Let manual position representative just recognize simultaneously, only need seat in the process of service handling, to confirm and reduced time of query user with the user at the incoming call of connecting the client.
The service handling service module comprises that general character is accepted the district and individual character is accepted district's two parts.The general character district comprise the user that sends a telegram here name, electricity consumption address, caller ID, telephone number, accept these essential informations of content.These essential information major parts do not need the manual position representative to fill in, and general seat software can extract related data from the button daily record of calling with circuit-switched data, is presented at the general character district automatically; Individual character is accepted the district then needs the manual position representative to fill in according to the type of service classification.
Compared with prior art, the utlity model has following distinguishing feature:
1, client identification module automatically identification dial ground, automatically discern customer information, eject service history automatically, the auxiliary position representative is accepted fast;
2, the interface of being easy to learn and use, seat representative accept that order when filling in the single information of worker is brought into customer communication sequence consensus, one-touch customer information, the content of accepting commonly used deposits template in and calls, has the knowledge base support at any time;
3, the map auxiliary positioning module support fuzzy query and keyword search, can locate the address that will inquire about fast, for can not the map auxiliary positioning function being provided with the address of fuzzy query location;
4, integrated generalized information system, the assistant analysis fault helps seat to represent accurate judgement to accept fault fast and reports for repairment.
The utility model can improve seat operating efficiency and CSAT, satisfies the demand of the concentrated call center of large-scale province.
Description of drawings
Fig. 1 is the structured flowchart of the utility model;
Fig. 2 is the flow chart of the utility model practical implementation.
Embodiment
A kind of easy-to-use admissibility of agent service easily platform; See Fig. 1, workbench comprises client identification module, service handling service module, Service tracing service module, one-touch prompt operation module, map auxiliary positioning module and the integrated generalized information system that is presented at successively on the interface.Client identification module is used to help the seat representative to confirm the user identity and the business of doing fast, and client identification module comprises caller ID identification, service history identification and customer information identification.Client identification module demonstrates the business information that information of home location, telephone number and this telephone number incoming call of incoming call call number were once handled at upper left one side of something of general seat software; Let manual position representative just recognize simultaneously, only need seat in the process of service handling, to confirm and reduced time of query user with the user at the incoming call of connecting the client.The service handling service module comprises that the general character that contains user basic information accepts the district and accept the district according to the individual character that type of service classification is filled in; General character accept the district comprise the user that sends a telegram here name, electricity consumption address, caller ID, telephone number, accept content; These essential information major parts do not need the manual position representative to fill in; General seat software can extract related data from the button daily record of calling with circuit-switched data, is presented at the general character district automatically; Individual character is accepted the district then needs the manual position representative to fill in according to the type of service classification.The Service tracing service module comprises that business presses and professional supervisor's service, is used for very first time at caller client through the caller ID inquiry and show the business that this number incoming call was handled; One-touch prompt operation module is used for consistency, integrality and the validity of the single information of the auxiliary worker of completion, farthest saves seat and accomplishes single time on the desk of worker in end conversation back, effectively improves the customer satisfaction rate; Said map auxiliary positioning module comprises fuzzy query and typing, and the fault that is used to help the seat representative to navigate to the client is fast reported the address for repairment, improves the operating efficiency accuracy rate single with group of seat; Said integrated generalized information system is used to help seat to represent analyzing failure cause, improves the operating efficiency and the customer satisfaction rate of seat representative.
Below in conjunction with accompanying drawing 2, design describes in detail to the utility model.
As shown in Figure 2; When the power consumer calls transfer is represented to ready manual position; Soft phone meeting automatic off-hook call establishment; Zone 1 client's cog region can automatically eject the relevant information about this calling, comprises caller ID, comes electric position, incoming information such as number attribution, show then with the relevant incoming call of this call number last time professional (business information that this number was accepted in preceding 60 days) all can be presented at the interface, foreground of general seat software.And also have client's identification division in the zone 1; If user's caller ID had been bound the Customs Assigned Number of power customer; Client's cog region can show this client's relevant information such as name, electricity consumption numbering, electricity consumption address so; The seat representative can be used one-touch shortcut, clicks this user's name, can see the service history information list; Click Customs Assigned Number and can see the electricity consumption data of these power customers such as electricity consumption details, arrearage situation, printed invoice, electric pressure; And click the shortcut arrow, can bring the user class information of choosing among the regional 2-1 service handling district;
According to general reading order, from top to bottom, from left to right, the basic document of power customer has been checked on the left side zone 1, and brings the user class information of choosing into the service handling district among the regional 2-1, the service handling of sending a telegram here.Client's essential information is clear and definite in regional 2-1; It is unique that what want that manual position representative confirms is exactly to accept content; Here our table design that provides service template, according to different service types, the content of template is also different; Common the accepting when content is is all accepted business by induction-arrangement abutment seat of same type of service used, and practiced thrift the permissible call time of seat greatly;
Handle the common information of regional 2-1, regional 2-2 further improves professional worker's list according to type of service, can after telephone finished, carry out;
More than be that power customer makes a call, professional process is accepted in the manual position representative, also is not enough to explain reliability, convenience, the practicality of table design.Workbench also has a lot of other functions to help to realize improving seat efficient and customer satisfaction rate: in zone 3; Table design has shown up-to-date information; Provide the up-to-date information data to represent to seat; Comprise scheduled outage information in 24 hours of call incoming ownership place, in 24 hours effectively power failure information and up-to-date fault report single information for repairment, help the manual position representative to receive science and engineering single fast to the full extent, it is single that particularly fault is reported the worker for repairment;
Simultaneously, this workbench also hangs up the KPI performance assessment criteria of call center at bottom section 4, makes things convenient for the seat representative to understand basic condition own and whole center, is convenient to adjust at any time the operating time arrangement, improves the seat utilance;
Claims (3)
1. the easy-to-use admissibility of agent service easily platform; It is characterized in that: said workbench comprises client identification module, service handling service module, Service tracing service module, one-touch prompt operation module, map auxiliary positioning module and the integrated generalized information system that is presented at successively on the interface, and said client identification module, service handling service module, Service tracing service module, one-touch prompt operation module, map auxiliary positioning module and integrated generalized information system all are connected with the seat workbench; Said client identification module is used to help the seat representative to confirm the user identity and the business of doing fast; The service handling service module comprises that the general character that contains user basic information accepts the district and accept the district according to the individual character that type of service classification is filled in; The Service tracing service module comprises that business presses and professional supervisor's service, is used for very first time at caller client through the caller ID inquiry and show the business that this number incoming call was handled; One-touch prompt operation module is used for the single information of the auxiliary worker of completion; Said map auxiliary positioning module comprises fuzzy query and typing, and the fault that is used to help the seat representative to navigate to the client is fast reported the address for repairment; Said integrated generalized information system is used to help seat to represent analyzing failure cause.
2. the easy-to-use admissibility of agent service easily platform according to claim 1 is characterized in that: general character accept the district comprise the user that sends a telegram here name, electricity consumption address, caller ID, telephone number, accept content.
3. the easy-to-use admissibility of agent service easily platform according to claim 1 is characterized in that: client identification module comprises caller ID identification, service history identification and customer information identification.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201220012145XU CN202455425U (en) | 2012-01-12 | 2012-01-12 | Easy-to-use and convenient seat service acceptance worktable |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201220012145XU CN202455425U (en) | 2012-01-12 | 2012-01-12 | Easy-to-use and convenient seat service acceptance worktable |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN202455425U true CN202455425U (en) | 2012-09-26 |
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201220012145XU Expired - Lifetime CN202455425U (en) | 2012-01-12 | 2012-01-12 | Easy-to-use and convenient seat service acceptance worktable |
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| CN (1) | CN202455425U (en) |
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106993089A (en) * | 2017-03-23 | 2017-07-28 | 中国联合网络通信集团有限公司 | The method and apparatus that voice menu is shown |
-
2012
- 2012-01-12 CN CN201220012145XU patent/CN202455425U/en not_active Expired - Lifetime
Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106993089A (en) * | 2017-03-23 | 2017-07-28 | 中国联合网络通信集团有限公司 | The method and apparatus that voice menu is shown |
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant | ||
| ASS | Succession or assignment of patent right |
Owner name: JIANGSU ELECTRIC POWER COMPANY STATE GRID CORPORAT Effective date: 20121109 |
|
| C41 | Transfer of patent application or patent right or utility model | ||
| TR01 | Transfer of patent right |
Effective date of registration: 20121109 Address after: 210024 No. 22 West Beijing Road, Jiangsu, Nanjing Patentee after: Jiangsu Electric Power Information Technology Co., Ltd. Patentee after: Jiangsu Electric Power Company Patentee after: State Grid Corporation of China Address before: 210024 No. 22 West Beijing Road, Jiangsu, Nanjing Patentee before: Jiangsu Electric Power Information Technology Co., Ltd. |
|
| CX01 | Expiry of patent term | ||
| CX01 | Expiry of patent term |
Granted publication date: 20120926 |