WO2011072574A1 - Procédé, système et appareil de traitement de données pour l'établissement d'appel - Google Patents

Procédé, système et appareil de traitement de données pour l'établissement d'appel Download PDF

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Publication number
WO2011072574A1
WO2011072574A1 PCT/CN2010/079304 CN2010079304W WO2011072574A1 WO 2011072574 A1 WO2011072574 A1 WO 2011072574A1 CN 2010079304 W CN2010079304 W CN 2010079304W WO 2011072574 A1 WO2011072574 A1 WO 2011072574A1
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WO
WIPO (PCT)
Prior art keywords
agent
performance
indicator
performance data
indicators
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Application number
PCT/CN2010/079304
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English (en)
Chinese (zh)
Inventor
刘诗凯
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华为技术有限公司
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Publication of WO2011072574A1 publication Critical patent/WO2011072574A1/fr

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Classifications

    • 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
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/401—Performance feedback

Definitions

  • the customer service system Since the customer service system is the most effective way for operators to reach users, the customer service system needs to support more, more flexible and smarter connection strategies to improve operators' operational efficiency and user-to-operation. Business satisfaction.
  • the existing connection method is to obtain an agent performance index reflecting the quality of the agent work from the connection system to the third-party system, and sort according to the agent performance index. Select one of the agents from the various agents to serve the calling user.
  • the operator billing system has a fault on a certain day, a large number of users are charged incorrectly, resulting in a large-scale user complaint, and the operator is facing the fault.
  • the announcement was made and the complaint resolution method was explained.
  • Some agents with higher performance indicators may not be able to effectively deal with the current complaints because they do not see the announcement or the difference in the understanding of the announcement. If you select these agents with higher performance metrics and the top ranked seats as the continuation agent as the calling user service, the user's satisfaction with the operator will eventually decrease. Summary of the invention
  • an embodiment of the present invention provides a call connection method, system, and data processing apparatus to improve operator operational efficiency and user satisfaction with operators.
  • a call connection method includes: obtaining performance data of an agent performance indicator from a third-party system; reordering the agent performance indicators of all agents according to the obtained performance data of the agent performance indicator, and obtaining an updated agent performance index order, so as to The call connection device is updated according to the The agent performance index is sorted from each agent to select a continuation agent.
  • a call connection system comprising: a real-time indicator calculation device and a call connection device, wherein the real-time indicator calculation device is configured to acquire performance data of a seat performance indicator from a third-party system, and perform performance data according to the obtained agent performance index The order of the agent performance indicators of all the agents is re-sorted, and the updated agent performance index is sorted.
  • the call splicing device is configured to select one continuation agent from each agent according to the updated agent performance index.
  • a data processing apparatus comprising: an obtaining unit, configured to obtain performance data of a current agent performance indicator from a third-party system; and a sorting unit, configured to reorder the agent performance indicators of all agents according to performance data of the obtained agent performance indicator And obtaining updated order performance indicator rankings, so that the call connecting device selects one consecutive agent from each agent according to the updated agent performance index order.
  • the performance data of the agent performance index is obtained, and the agent performance index of all agents is reordered according to the performance data of the obtained agent performance indicator, so that the agent used in each call connection process is used.
  • the performance indicators are ranked differently, which makes the agent performance indicators become dynamic data, which increases the flexibility of the connection process, and ultimately improves the operator's operational efficiency and user satisfaction with operators.
  • FIG. 1 is a flow chart of an embodiment of a method for call connection according to the present invention.
  • FIG. 2 is a flow chart of a call connection process when a complaint case occurs in the present invention
  • FIG. 3 is a structural diagram of an embodiment of a call connection system according to the present invention.
  • FIG. 1 is a flowchart of an embodiment of a call connection method according to the present invention. The method includes the following steps:
  • Step 101 Obtain performance data of a current agent performance indicator from a third-party system
  • the third-party system is usually a customer service system
  • the agent performance indicator includes: one or more of a satisfaction indicator, a processing efficiency indicator, an inbound marketing success amount indicator, or a perceived connection rate indicator. combination.
  • the performance data of obtaining the current agent performance indicator from the third-party system includes: obtaining an interactive voice response IVR satisfaction from the customer service system and/or obtaining an on-hook short message satisfaction from the customer service system. degree.
  • the obtaining performance data of the current agent performance indicator from the third-party system includes: obtaining an agent service duration and/or a problem resolution rate from the customer service system.
  • the third-party system may further include: a Boss (Business and Operation Support System) business system or a business analysis system.
  • Boss Business and Operation Support System
  • the obtaining the performance data of the agent performance indicator from the third-party system may include: acquiring performance data of the fixed-number of agent performance indicators from the third-party system after the connection agent completes the fixed-number service;
  • the order of re-arranging the agent performance indicators of all the agents according to the obtained performance data of the agent performance indicators includes: sorting the agent performance indicators of all the agents according to the performance data of the fixed number of seat performance indicators.
  • a counter can be set, and the fixed number of cycles is 5 times. When the agent is serviced 5 times, the counter is counted 5 times, and a fixed number of agent performance indicators are obtained from the third-party system.
  • the obtaining performance data of the agent performance indicator from the third-party system includes: acquiring, at each fixed time period, a seat performance indicator of the fixed time period from the third-party system;
  • the performance data of the agent performance index is re-arranged to the agent performance index of all the agents.
  • the performance data of the agent performance index of the fixed time period is averaged to obtain the performance of the average agent performance index of the fixed time period.
  • Step 102 Reorder the agent performance indicators of all the agents according to the obtained performance data of the agent performance indicators, and obtain an updated order of the agent performance indicators, so that the call connecting device selects one of the agents according to the updated agent performance index. Continue to sit.
  • the call splicing device reselects a continuation agent from each agent according to the updated agent performance index, including: selecting the agent ranked in the top N from the updated agent performance index ranking, and arbitrarily selecting from the selected top N seats Select a free agent, where N is a pre-set non-zero natural number. For example, if N can be 1, choose an agent with the best agent performance index in the updated agent performance index ranking from each idle agent.
  • the executor of the foregoing steps 101 and 102 may be a call splicing device in the call splicing system, or a new function module in the call continuation system, which is not limited by the present invention.
  • the performance data of the agent performance index is obtained, and the agent performance indicators of all the agents are reordered according to the performance data of the obtained agent performance index, so that the agent used in each call connection process is used.
  • the performance indicators are ranked differently, which makes the agent performance indicators become dynamic data, which increases the flexibility of the connection process, and ultimately improves the operator's operational efficiency and user satisfaction with operators.
  • FIG. 2 a flow chart of a call connection process when a complaint case occurs in an embodiment of the present invention.
  • Step 201 The calling user B initiates a call request to the call connecting device.
  • Step 202 After receiving the call request of the calling user B, the call connection device identifies the call request as a complaint, acquires the agent performance index order from the real-time indicator calculation device, selects the artificial agent A from each agent, and the call connection device will be the main The call request of user B is transferred to the agent A.
  • the call performance index of the current call connection process is obtained from the real-time indicator calculation device, and the performance index is optimal according to the agent performance index of the current call connection process.
  • Agents for example, the best performance indicator is agent A, and finally transfer user B's call request to manual agent A.
  • the call performance index of the current call connection process is obtained from the real-time index calculation device, and the call is continued from the current call.
  • the agent ranked in the top N position is selected, and a free agent is randomly selected from the selected first N seats, where N is a preset non-zero natural number.
  • the call splicing device sorts the agent performance indicators obtained by the real-time index calculation device into the satisfaction index ranking and the processing efficiency index. For the specific sorting manner, refer to step 205.
  • the order of the agent performance indicators acquired by the call connecting device to the real-time index calculation device may be any one of the satisfaction index ranking or the processing efficiency index ranking.
  • Step 203 After receiving the call request, the artificial agent A establishes a call connection with the calling user B, and processes the complaint problem of the calling user B. In addition, the call connection system automatically inputs the manual agent of the service to the customer service system. Performance data for A's performance metrics.
  • the performance data of the satisfaction indicator includes: IVR (Interactive Voice Response) satisfaction and/or on-hook SMS satisfaction, performance data of the processing efficiency indicator including the agent Service duration and / or a problem resolution rate.
  • IVR satisfaction refers to the satisfaction that the user selects according to the voice prompt after the agent and the user finish the call, releasing the user to the IVR for satisfaction survey.
  • the user-selected satisfaction is automatically entered into the customer service system by the call connection system.
  • On-hook SMS satisfaction refers to the satisfaction survey conducted by the call center to send a text message to the user after the user hangs up with the agent, and the user responds according to the content of the short message.
  • the satisfaction of the user's reply is automatically entered into the customer service system by the call connection system.
  • the service duration refers to the time from the success of the connection to the time when the user hangs up;
  • the one-time resolution rate refers to the ratio of the manual service request to the user, and the one-time solution refers to the fixed time (for example, two hours) after the user obtains the service of the artificial agent. ) If you do not request the manual service again using the same number, it is resolved once. After that, the call connection system automatically counts the resolution rate of the serviced users, and automatically records the statistical results into the customer service system.
  • the performance data of the satisfaction indicator includes: IVR (Interactive Voice Response) satisfaction and on-hook short message satisfaction
  • the performance data of the processing efficiency indicator includes the duration of the agent service and a problem.
  • the resolution rate is two.
  • Step 204 The real-time indicator calculation device determines whether the timer expires. If the timeout occurs, the real-time indicator calculation device acquires performance data of performance indicators of all the artificial agents in a time period from the customer service system, and performs step 205. If not, the process ends. The process, and the call connection device waits for the next call connection service. Wherein, a timer is set in the call connection system. When the timer expires, it is the trigger time point for reordering the agent performance index.
  • the real time indicator computing device first acquires the time period of the timer from the customer service system. Performance data of performance indicators of all manual agents, and determine the order of new agent performance indicators; when the timer does not time out, wait for the next call to continue service, and the next call connection service still uses the agent Sort performance indicators.
  • Step 205 The real-time indicator calculation device reorders the agent performance indicators of all the agents according to the performance data of the performance indicators of all the artificial agents.
  • the real-time indicator computing device first averages the performance data of the agent performance index of a fixed time period, and obtains the performance data of the average agent performance index of a fixed time period, and then performs the performance of the average agent performance index according to a fixed time period.
  • the data is reordered for the agent performance indicators of all agents.
  • the agent performance indicators acquired by the real-time indicator calculation device are the satisfaction indicator and the processing efficiency indicator.
  • the implementation index calculation device averages the obtained satisfaction degree data and the processing efficiency index data of a fixed time period, and obtains the average satisfaction index data and the average processing efficiency data of each artificial seat in a fixed time period.
  • the above two average data can be obtained by an arithmetic average method.
  • the performance data of the satisfaction indicator has two satisfactions of IVR and satisfaction of the on-hook SMS.
  • the two data may be averaged (eg, The arithmetic average, geometric average or weighted average method obtains the entire satisfaction index value or the sum of the two data to obtain the entire satisfaction index value; likewise, in this embodiment, the performance data of the processing efficiency index has the agent service The duration and the first problem resolution rate are two.
  • the two or more performance data may also be averaged (eg, arithmetic average, geometric average, or weighted average). The way to obtain the entire processing efficiency indicator value or to sum the two data to obtain the entire processing efficiency index value.
  • the real-time computing device can also use averaging (eg, arithmetic average, geometric mean, or weighting).
  • averaging eg, arithmetic average, geometric mean, or weighting.
  • the average performance method or the sum of the two data to obtain the comprehensive performance data values of each artificial agent.
  • the comprehensive performance data value obtained by the above method by the artificial agent A is 80%, which is the first place in the sorting, and the artificial seat B
  • the comprehensive performance data value is 60%, which is the second place in the sorting.
  • the comprehensive performance data value of the artificial seat C is 50%, which is the third place in the sorting.
  • the artificial seat A After the artificial agent A has handled the incident of the charge information complaint, the artificial seat A has high user satisfaction and low processing efficiency when completing the charge complaint case, and finally the comprehensive performance data value of the artificial seat A is reduced to 40%.
  • the other two artificial seats B and C in the system have not processed the event, and the comprehensive performance data values remain 60% and 50%. According to the comprehensive performance data value, the agent performance index of the artificial agent A will be reduced.
  • the artificial seat B rose to the first place, and the artificial seat C rose to the second place.
  • the embodiment of the present invention does not limit the agent performance index, and may include any one or any combination of the satisfaction indicator, the processing efficiency indicator, the inbound marketing success amount indicator, and the perceived connection rate indicator.
  • the call connection device may also obtain other arbitrary agent performance index rankings from the real-time indicator computing device. For example, when an operator launches a marketing campaign, such as a gift, a package, a fake package, and other hot events. At this time, the user selects the hotspot activity access through the voice prompt, and the call connecting device selects the idle agent with the high success rate of the hot spot active call-in marketing implementation, and records the performance data of the inbound marketing success indicator after the agent processing is completed. To the third-party system, the third-party system notifies the real-time indicator computing device, and finally the real-time index computing device reorders the agent performance indicators of all the agents according to the performance data of the performance indicators of the artificial agent.
  • a marketing campaign such as a gift, a package, a fake package, and other hot events.
  • the call connecting device selects the idle agent with the high success rate of the hot spot active call-in marketing implementation, and records the performance data of the inbound marketing success indicator after the agent processing is completed.
  • the performance data of the inbound marketing implementation success indicator includes:
  • the success rate of the inbound marketing implementation means that the agent understands the user's intention through contact with the customer who calls the call center, and successfully targets the user.
  • the specifics include the number of times the agent assists the user to complete the specified product order through the customer service service platform, and the agent transfers the call to the specific IVR self-service voice platform, and the user subsequently completes the service processing according to the prompt of the self-service voice platform.
  • the performance data of the current agent performance index is periodically acquired, and the agent performance indicators of all the agents are reordered according to the performance data of the obtained agent performance index, so that each period is performed.
  • the order performance indicators used in the call connection process are different, which makes the agent performance indicator become dynamic data, which increases the flexibility of the connection process. Ultimately, the operator's operational efficiency and user satisfaction with operators are improved.
  • FIG. 3 is a structural diagram of an embodiment of a call connection system according to the present invention, including a real-time index calculation device 301 and a call connection device 302.
  • the internal structure and connection relationship are further introduced below in conjunction with the working principle of the system.
  • the real-time indicator calculation device 301 is configured to obtain the performance data of the agent performance indicator from the third-party system after the current connection agent completes the service, and reorder the agent performance indicators of all the agents according to the obtained performance data of the agent performance indicator. Updated ranking of agent performance indicators;
  • the call splicing device 302 is configured to select one continuation agent from each agent according to the updated agent performance index.
  • the real-time indicator computing device 301 includes:
  • a first obtaining unit configured to acquire performance data of a fixed number of agent performance indicators from the third-party system after the connection agent completes the fixed number of services
  • the first sorting unit is configured to sort the seating performance indicators of all the seats according to the performance data of the fixed number of seat performance indicators.
  • the real-time indicator computing device 301 includes: a second acquiring unit, configured to acquire performance data of a seat performance indicator of a fixed time period from the third-party system when each fixed time period arrives; And performing performance calculation on the performance data of the agent performance index of the fixed time period to obtain performance data of the average agent performance index of the fixed time period, and performance data of the average agent performance indicator according to the fixed time period. Reorder the agent performance indicators for all agents.
  • the call splicing device 302 includes: a selecting unit, configured to select an agent ranked in the top N from the updated ranking of the agent performance indicators, and arbitrarily select a free agent from the selected first N seats, where N is a A pre-set non-zero natural number.
  • the third-party system is a customer service system
  • the agent performance indicator includes: one or more of a satisfaction indicator, a processing efficiency indicator, an inbound marketing success amount indicator, and a perceived connection rate indicator. combination.
  • the third-party system further includes: a Boss business system or a business analysis system.
  • the present invention does not limit the specific physical location of the real-time indicator computing device. It can be integrated in the call connection system, integrated in a third-party system, or independent of the call connection system and third-party systems.
  • the performance data of the agent performance index is obtained, and the agent performance indicators of all the agents are ranked according to the obtained performance data of the agent performance index, so that the agent performance used in each call connection process is obtained.
  • the ranking of indicators is different, which makes the performance indicators of the agents become dynamic data, which increases the flexibility of the connection process, and ultimately improves the operational efficiency of operators and the satisfaction of users with operators.
  • the data processing apparatus includes: an obtaining unit 401 and a sorting unit 402, where
  • the obtaining unit 401 is configured to obtain performance data of the current agent performance indicator from the third-party system after the current connection agent completes the service;
  • the sorting unit 402 is configured to reorder the agent performance indicators of all the agents according to the obtained performance data of the agent performance indicators, and obtain updated order performance index rankings, so that the call connecting device sorts the seats from the agents according to the updated agent performance indicators. Choose a continuation agent.
  • the obtaining unit 401 includes:
  • a first obtaining unit configured to obtain performance data of a fixed number of agent performance indicators from the third-party system after the continuation agent completes the fixed number of services
  • the sorting unit 402 includes a first sorting unit, configured to sort the seating performance indicators of all the seats according to the performance data of the fixed number of seating performance indicators;
  • the obtaining unit 401 includes a second acquiring unit, configured to acquire performance data of the agent performance indicator of a fixed time period from the third-party system when each fixed time period arrives; then the sorting unit 402 includes a second sorting unit, configured to perform an average operation on the performance data of the agent performance indicator of the fixed time period to obtain performance data of the average agent performance index of the fixed time period, according to the average of the fixed time period
  • the performance data of the agent performance indicator ranks the order of the agent performance indicators of all agents. For the performance data, the next call connection, the selection of a continuation agent, and the specific working process involved in the embodiment, reference may be made to the related content disclosed in the foregoing embodiments of FIG. 1 and FIG. Narration.
  • the performance data of the agent performance index is obtained, and the agent performance indicators of all the agents are arranged according to the performance data of the obtained agent performance index, so that the call connection process used in each cycle is used.
  • the performance index of the agents is different, which makes the performance indicators of the agents become dynamic data, which increases the flexibility of the connection process, and ultimately improves the operator's operational efficiency and the user's satisfaction with the operators.
  • the storage medium may be a magnetic disk, an optical disk, a read-only memory (ROM), or a random access memory (RAM).

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  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

La présente invention concerne un procédé, un système et un appareil de traitement de données pour l'établissement d'appel. Le procédé comprend les étapes suivantes : obtention de données de performances des indices de performances d'agent de la part d'un système tiers; réarrangement des indices de performance d'agent de tous les agents conformément aux données de performances obtenues des indices de performances d'agent et obtention d'un ordre mis à jour des indices de performances d'agent afin de sélectionner un agent de connexion parmi tous les agents conformément à l'ordre mis à jour des indices de performances d'agent par un dispositif d'établissement d'appel au cours du prochain processus d'établissement d'appel. La présente invention permet d'améliorer l'efficacité opérationnelle de l'opérateur et ainsi la satisfaction du client avec l'opérateur.
PCT/CN2010/079304 2009-12-16 2010-12-01 Procédé, système et appareil de traitement de données pour l'établissement d'appel WO2011072574A1 (fr)

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CN200910252778.0A CN102104693B (zh) 2009-12-16 2009-12-16 一种呼叫接续的方法、系统和数据处理装置
CN200910252778.0 2009-12-16

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CN102546986A (zh) * 2011-12-14 2012-07-04 中兴通讯股份有限公司 一种呼叫中心及呼叫方法及客户端及坐席服务端
US9025757B2 (en) * 2012-03-26 2015-05-05 Satmap International Holdings Limited Call mapping systems and methods using bayesian mean regression (BMR)
CN104144264B (zh) * 2014-07-11 2017-03-22 章毅 血站客服信息提供的方法和装置
CN111131639A (zh) * 2019-12-31 2020-05-08 亚信科技（中国）有限公司 一种客服坐席分配方法、装置、服务器及存储介质
CN111246025B (zh) * 2020-02-27 2021-03-09 大连即时智能科技有限公司 人机混排的客服方法及系统

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