TWM582192U - Customer service system - Google Patents

Abstract

A customer service system that records the content of the service telephone through the service recording module to generate a service recording file corresponding to the service telephone; the service execution module executes an operation instruction during the call of each service telephone, and in each service At the end of the call, a service code corresponding to the operation instruction is generated; the customer service database stores the service code of each service phone and the corresponding service recording file; and the screening module filters the service code of each service phone according to the screening condition, and then outputs the filter. The service recording files corresponding to the service phones that come out. Therefore, the customer service system can achieve the classification of the service telephone without being affected by human manipulation, and avoid the subsequent quality inspection personnel missing the service recording file of the service telephone that performs the important transaction.

Description

Customer service system

This creation involves a service system, especially a customer service system.

With the increasing popularity of the Customer Relationship Management (CRM) concept, the role of the customer service department or customer service center has gradually gained attention. The customer service department or customer service center standing at the front line of the work represents the image of the company. Therefore, the evaluation of the quality of its work has become more and more important.

At present, when the customer service personnel are evaluated for work, the quality inspection personnel randomly select the service record of the customer service personnel according to the sampling rate to score the service of the customer service personnel. Among them, the quality inspection personnel at the bank side will specially check the service recordings of the customer's important transactions during the process of recording the service records of the customer service personnel, so that the quality inspection process can avoid the statistical analysis of the excellent service quality of the customer service personnel. The customer service staff's operations are negligent and greatly affect the customer's rights and interests. However, the existing bank's customer service system records the call by the customer service staff by checking the service code. This method is prone to human error, and may also cause the customer service personnel to accept the call of the customer's important transaction online. The service code is selected as the service code of the less important service to avoid the random inspection by the quality inspectors, so as to avoid the problem of being found wrong.

This creation discloses a customer service system.

The present invention discloses a customer service system comprising: a customer service database, a service recording module, a service execution module and a screening module. The customer service database is used to store the service code of each service phone and the corresponding service recording file; the service recording module is used to start recording the content of the service phone when the customer service terminal answers any service phone, and At the end of the service call, the recording is stopped to generate a service recording file corresponding to the service call; the service execution module is configured to execute an operation instruction during the call of each service call, and generate a corresponding operation instruction at the end of each service call. The service code; and the screening module is configured to filter the service code of each service phone according to the screening condition, and then output the selected service recording files corresponding to the service phones.

The system disclosed in the present application is as above, and the difference from the prior art is that the creation is to record the content of the service telephone through the service recording module to generate a service recording file corresponding to the service telephone; the service execution module calls at each service telephone. Executing operation instructions in the process, and generating a service code corresponding to the operation instruction at the end of each service call; the customer service database stores the service code of each service phone and the corresponding service recording file; and the screening module is based on the screening condition for each The service code of the service phone is filtered, and then the selected service recording files corresponding to the service calls are output.

Through the above technical means, the creation can achieve the classification of the service telephone (ie, the service code) is not affected by human manipulation, and avoid the subsequent quality inspection personnel missing the service recording file of the service telephone that performs the important transaction.

Before describing the customer service system disclosed in this creation, the nouns defined by the creation itself are explained. The service recording module, service execution module and screening module included in the customer service system described in the present creation can utilize various The way to achieve, including software, hardware, firmware or any combination thereof. The techniques used in the implementation of the software or firmware can be stored on a machine readable storage medium, such as read only memory (ROM), random access memory (RAM), disk storage media, optical storage media, fast. A flash memory device or the like, and can be executed by one or more general purpose or special purpose programmable microprocessors. The copper transmission cable, optical fiber transmission, wireless transmission, router, firewall, switch, gateway computer and the customer service database, the service recording module, the service execution module and the screening module described in the present invention can be utilized. / or edge server to send messages and data.

The embodiments of the present invention will be described in detail below with reference to the drawings and the embodiments, so that the implementation process of how to apply the technical means to solve the technical problems and achieve the technical effects can be fully understood and implemented.

Please refer to "Figure 1" first. "Figure 1" is a block diagram of an embodiment of the customer service system connection client. In this embodiment, the customer service system 100 can be connected to the customer service terminal 200 of the bank. The customer service terminal 200 can have multiple customer service devices 210. Each customer service device 210 can be equipped with a shift customer service personnel, and each customer service personnel corresponds to a single customer service code. Therefore, the customer service personnel can perform customer service through the customer service device 210. Each customer service device 210 can include a display module 212, a call module 214, and an operation module 216. The number of the customer service devices 210 can be adjusted according to requirements. In actual implementation, the display module 212 of each customer service device 210 can be a computer screen, the call module 214 can be a phone, and the operation module 216 can be a computer host and its input unit, such as a mouse and a keyboard, but this example It is not intended to limit this creation and can be adjusted as needed.

Next, please refer to "Figure 1" and "Figure 2", and "Figure 2" is a flowchart of one of the methods of the operation of the customer service system of "Figure 1". In this embodiment, the customer service system 100 can include a customer service database 110, a service recording module 120, a service execution module 130, and a screening module 140 (ie, step 200). The customer service database 110 is connected to the service recording module 120, the service execution module 130, and the screening module 140.

In this embodiment, the method for operating the customer service system 100 may include the following steps: when the customer service terminal answers any service call, the service recording module starts recording the content of the service call and stops at the end of the service call. Recording, generating a service recording file corresponding to the service phone (step 210); the service execution module executing the operation instruction during the call of each service phone, and generating a service code corresponding to the operation instruction at the end of each service call ( Step 220); the customer service database stores the service code of each service phone and the corresponding service recording file (step 230); and the screening module filters the service code of each service phone according to the screening condition, and then outputs the filtered The service recording files corresponding to the service calls (step 240). If there is no causal relationship in each of the above steps, the creation does not limit the order of execution.

In step 210, when the call module 214 of any of the customer service devices 210 in the customer service terminal 200 answers the service call, the service recording module 120 can start recording the content of the service call and stop at the end of the service call. Recording, to produce a service recording file corresponding to the service call. In other words, the service recording module 120 records all the service calls received by the call module 214 of any of the customer service devices 210 in the customer service terminal 200.

In step 220, since the customer calls the service telephone to enter the line customer service, the customer service personnel are required to solve the problem or handle the related transaction service. Therefore, when the customer service personnel answer the service call through the call module 214, the operation module 216 can be operated by the operation module 216. The information about the customer's question or the related information of the bidding service is input, and the service execution module 120 connected thereto performs the corresponding operation instruction and transmits the relevant response data to the display module 212 for display. When any of the service calls ends, the service execution module 120 can generate a service code corresponding to the operational instructions. It should be noted that, because the customer may ask multiple questions at the same time in the same service call, handle multiple transaction services at the same time, or ask questions and handle the service at the same time, the service execution module 120 executes multiple operation instructions during the call. When the service call ends, the service execution module 120 can generate a plurality of service codes, at which time the service phone has a plurality of service codes. In other words, a single service phone may correspond to multiple service codes.

In step 230, the customer service database 110 may store the service code of each service phone and the corresponding service recording file. Therefore, the service execution module 120 of step 220 automatically generates a service code for executing the operation instruction when the service phone ends, and the customer service database 110 of step 230 stores the service code of each service phone, which can solve the problem of the prior art. The classification of the service phone (ie the service code) is subject to human manipulation.

Since the customer service database 110 stores the service codes of all the service phones and the corresponding service recording files, the manual arrangement of the quality inspectors usually cannot comprehensively evaluate the contents of all the service phones. Therefore, in step 240, the screening module 140 is The service phone that needs to be evaluated can be selected according to the screening conditions. Due to the acceptance of customer important transactions (such as: loss of passbook / seal / deposit slip / financial card / credit card, credit card customer data changes, etc.), the service call is the object of the bank's heavy review. Therefore, the screening criteria can be The service code of the important transaction (that is, the service code generated by the service execution module 120 executing the operation instruction of the important transaction), so that the screening module 140 obtains the service phone that needs to be evaluated by filtering the service code of all the service phones. The service recording files are transmitted to the background computer (not drawn) operated by the quality inspector to facilitate the follow-up evaluation process of the quality inspectors. It should be noted that in addition to the service code of important transactions, the screening conditions can also be adjusted according to actual needs. In addition, the screening module 140 may filter the service calls periodically or irregularly.

In this embodiment, in addition to storing the service code of each service phone and the corresponding service recording file, the customer service database 110 can also store the customer code of each service phone (ie, the identity card number of the customer who calls the call), Name, call time, and customer service code of the customer service staff. The customer service system 100 may further include a determining module 150 for determining a client code corresponding to the current service phone, and determining, according to the customer service database 100, the association between the client code and each customer service code on the current line, and then The current service call is transferred to the customer service device 210 of the customer service code 200 corresponding to the customer service code with the highest relevance. Among them, the relevance can be the number of times of service or the point in time of service.

In more detail, when the customer calls the incoming customer service and inputs the basic information, the judgment module 150 first determines the customer code corresponding to the current service call (ie, the identity card number of the incoming call), and then the customer service database 100. Looking for the client code, when the customer code is found in the customer service database 100 (that is, the customer who determines the current call has entered the customer service), and further finds the customer service codes that record the service calls with the customer code. (ie, confirm the customer service personnel of the current incoming customer service when entering the customer service), and then determine whether the customer service personnel corresponding to the customer service code are online (ie, confirm whether the customer service personnel who have served the customer code in the past are online) When one of the customer service codes is online, the current service call can be transferred to the customer service device 210 of the customer service code; when there are multiple customer service codes on the customer service code, the customer service code service can be first determined. The number of times or time sequence of the customer code, the current service call is transferred to the customer service code of the customer service code with the highest number of times of service 210, or go to the nearest telephone service current service through the client code (i.e., closest to the current service time point distance) of the customer code, customer service device 210. Since the customer service staff of the customer who has served the current service telephone may have a better understanding of the customer's situation, the quality of the customer service can be improved in this way.

In addition, in order to avoid the above-mentioned manner, the customer of the current service telephone may have a bad experience with the customer service personnel who have served the service, and the above-mentioned improvement of the customer service quality is not achieved. In this embodiment, the determination module 150 may also Determining the customer code corresponding to the current service phone, and determining, according to the customer service database 110, the customer service evaluation score of the customer service code in the past for the customer code, and selecting to transfer the current service call to the customer service terminal 200 corresponding to the customer The code in the past was given to the customer service device 210 of the customer service code whose customer rating score exceeded a certain score. Wherein, when the customer service evaluation score is 5 points, the specific score may be, but not limited to, 4 points, but the example is not used to limit the creation, and the specific score may be adjusted according to actual needs.

In more detail, since the customer service database 110 can also store the customer service evaluation score of each service phone (ie, the customer's evaluation score for the service of the customer service personnel), when the customer calls the customer service and inputs the basic information, the judgment is made. The module 150 first determines the client code corresponding to the current service phone (ie, the customer's identity card number of the incoming call), and then searches for the client code in the customer service database 100. When the customer code is found in the customer service database 100, Time (ie, determining that the current caller has entered the customer service), further finding the customer service evaluation scores of the service calls that record the customer code, and then determining the customer service codes corresponding to the customer service evaluation scores exceeding the specific score. Whether the customer service personnel is online, when one of the customer service codes is online, the current service call is transferred to the customer service device 210 of the customer service code; when there are multiple customer service codes on the customer service code, The current service call is transferred to the customer service device 210 of the customer service code corresponding to the highest customer service evaluation score.

In this embodiment, the customer service system 100 may further include a monitoring module 160 for instantly monitoring the content of each service phone and providing a corresponding standard process when receiving a key service name in the content of any service phone. Or related information to the customer service device 210 in the customer service terminal 200 to answer the service call. Among them, the key service name can be, but is not limited to, a lost passbook or a credit card offer. In more detail, in order to prevent the customer service personnel from missing some programs or to provide partial information when providing customer service, the monitoring module 160 actively searches for the corresponding standard process or related information when receiving the key service name during the monitoring process. The customer service device 210 that answers the service phone displays the standard process or related information through the display module 212 of the customer service device 210 to enable the customer service personnel to provide a complete service.

In addition, the monitoring module 160 is connected to the service execution module 130 for judging the content of the service phone according to the standard process corresponding to the operation command executed during the call of any service phone, and determining the customer service device that answers the service phone. The response content of 210 misses at least one step in the standard process. When there is a omission, the customer service device 200 is prompted to pick up the service phone 210 of the service phone. In more detail, when the service execution module 130 executes an operation instruction during a call of each service phone, since the operation instruction can correspond to the service requested by the client, the monitoring module 160 can actively search for the corresponding operation instruction. The standard process, in conjunction with the instant monitoring of the content of the service phone, determines whether the response content of the customer service device 210 answering the service phone misses at least one step in the standard process, and when there is a omission, for example, if the service is required The customer service personnel do not verbally suggest that the monitoring module 160 can transmit the prompt information to the customer service device 210 that answers the service phone, and display the prompt information through the display module 212 of the customer service device 210, so that the customer service personnel can provide the complete service. .

In summary, it can be seen that the difference between the present creation and the prior art is that the content of the service telephone is recorded through the service recording module to generate a service recording file corresponding to the service telephone; the service execution module is in the conversation process of each service telephone. Executing operation instructions, and generating a service code corresponding to the operation instruction at the end of each service call; the customer service database stores the service code of each service phone and the corresponding service recording file; and the screening module is based on the screening condition for each service The service code of the telephone is filtered, and the selected service recording files corresponding to the service telephones are filtered out, and the technical problems can be solved by the technical means, thereby achieving the classification of the service telephone without human manipulation. The technical effect of the impact, to avoid the subsequent quality inspection personnel missing the service recording file for verifying the service call of the important transaction.

Although the present invention is disclosed above in the foregoing embodiments, it is not intended to limit the present invention, and any skilled person skilled in the art can make some changes and refinements without departing from the spirit and scope of the present invention. The scope of patent protection shall be subject to the definition of the scope of the patent application attached to this specification.

100‧‧‧Customer Service System

110‧‧‧ Customer Service Database

120‧‧‧Service Recording Module

130‧‧‧Service Execution Module

140‧‧‧Screening module

150‧‧‧Judgement module

160‧‧‧Monitoring module

200‧‧‧Customer Service

210‧‧‧Customer Service

212‧‧‧ display module

214‧‧‧Call module

216‧‧‧Operation module

Step 200‧‧‧ provides a customer service system, which includes: customer service database, service recording module, service execution module and screening module

Step 210‧‧‧ When the customer service terminal answers any service call, the service recording module starts recording the content of the service call, and stops recording at the end of the service call to generate a service recording file corresponding to the service call.

Step 220‧‧‧ The service execution module executes the operation instruction during the call of each service call, and generates a service code corresponding to the operation instruction at the end of each service call

Step 230‧‧ The customer service database stores the service code of each service phone and the corresponding service recording file

Step 240‧‧‧ The screening module filters the service codes of each service phone according to the screening conditions, and then outputs the selected service recording files corresponding to the selected service phones

The first figure is a block diagram of an embodiment of the creation client service system connection client. FIG. 2 is a flow chart of an embodiment method of an operation method of the customer service system of FIG. 1.

Claims (5)

A customer service system, comprising: a customer service database for storing a service code of each service phone and a corresponding service recording file; a service recording module for receiving a service call from a customer service terminal At the beginning, the content of the service call is started to be recorded, and the recording is stopped at the end of the service call to generate the service recording file corresponding to the service call; a service execution module is used for the call process in each of the service calls. Executing an operation instruction, and generating the service code corresponding to the operation instruction at the end of each service call; and a screening module for filtering the service code of each service phone according to a screening condition, And outputting the service recording files corresponding to the selected service phones. According to the customer service system of claim 1, wherein the customer service database is further configured to store a customer code of each of the service calls and a customer service code of one of the customer service personnel who connect each of the service calls, the customer service The system further includes a determining module for determining the client code corresponding to the current service phone, and determining, according to the customer service database, the association between the client code and each of the customer service codes on the current line, thereby further The service call is transferred to a customer service device of the customer service code that corresponds to the highest relevance. According to the customer service system of claim 1, wherein the customer service database is further configured to store a customer code of each of the service calls, a customer service code of one of the customer service personnel connected to each of the service calls, and each of the customer service codes a customer service evaluation score of the service telephone, the customer service system further comprising a judgment module for determining the customer code corresponding to the current service call, and determining, according to the customer service database, that the customer code has been given to each of the current lines The customer service evaluation score of the customer service code, selecting to transfer the current service call to the customer service device of the customer service code in the customer service terminal corresponding to the customer code past giving the customer service evaluation score exceeding a specific score. According to the customer service system of claim 1, wherein the customer service system further includes a monitoring module for immediately monitoring the content of each of the service phones and receiving one of the contents of any of the service phones. When the key service name is provided, a corresponding standard process or related information is provided to a customer service device in the customer service terminal to answer the service call. According to the customer service system of claim 4, wherein the customer service system further includes a monitoring module for matching a standard process corresponding to the operation command executed during the call of any of the service phones. Listening to the content of the service phone, determining whether the response content of the customer service device answering the service phone misses at least one step in the standard process, and when there is a miss, prompting the customer service device to answer the service phone of the service phone.