WO2014169758A1 - Procédé et système d'exécution d'un questionnaire d'appels sortants - Google Patents

Procédé et système d'exécution d'un questionnaire d'appels sortants Download PDF

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Publication number
WO2014169758A1
WO2014169758A1 PCT/CN2014/074435 CN2014074435W WO2014169758A1 WO 2014169758 A1 WO2014169758 A1 WO 2014169758A1 CN 2014074435 W CN2014074435 W CN 2014074435W WO 2014169758 A1 WO2014169758 A1 WO 2014169758A1
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WO
WIPO (PCT)
Prior art keywords
questionnaire
operator
module
management module
traffic
Prior art date
Application number
PCT/CN2014/074435
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English (en)
Chinese (zh)
Inventor
越敏
高斌
黎星
Original Assignee
中兴通讯股份有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 中兴通讯股份有限公司 filed Critical 中兴通讯股份有限公司
Publication of WO2014169758A1 publication Critical patent/WO2014169758A1/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
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems

Definitions

  • the present invention relates to the field of communications technologies, and in particular, to a method and system for implementing an outbound questionnaire.
  • Telecom operators will carry out some services through the use of external call questionnaires.
  • Use the external call questionnaire to implement information collection and active business push services.
  • the quality of the survey directly affects the business development of the operator.
  • the related external call questionnaire is mainly implemented by the operator manually initiating the outbound call, and then conducting the questionnaire survey through the pre-prepared questions. From the initiation of the outbound call to the end of the questionnaire survey, the entire process is controlled by the attendant. During the investigation, from the outside call to the end of the hang up, the attendant needs to ask questions, record information, and control the questionnaire process. Therefore, the execution of the entire process is greatly affected by the human factors of the operator.
  • the embodiments of the present invention are directed to providing an implementation method and system for an outbound call questionnaire, which are used to solve the problem that the external call questionnaire is greatly affected by the human factors of the attendant in the related art.
  • An implementation method of an outbound questionnaire includes:
  • the questionnaire management module sends the pre-made questionnaire process to the operator, and controls the questionnaire engine module to establish a traffic link between the operator and the surveyed user. After the traffic link is established, the questionnaire management module follows the questionnaire process guide. The attendant conducted a questionnaire survey.
  • the method further includes: a questionnaire generating module;
  • the questionnaire generating module pre-forms each link of the questionnaire process through the questionnaire module according to the questionnaire requirement, and saves the pre-made questionnaire flow.
  • the method further includes: The questionnaire management module loads and parses the questionnaire flow saved by the questionnaire generation module.
  • the process indication information used to indicate the progress of the questionnaire process is sent to the attendant, so that the attendant performs corresponding according to the process indication information. Operation.
  • the questionnaire management module guides the attendant to conduct a questionnaire according to the questionnaire process, if there is questionnaire information fed back by the attendant, the attendant is instructed to perform the questionnaire according to the questionnaire information fed back by the attendant. survey.
  • the method further includes: when the related traffic action is required, the questionnaire engine module parses the control instruction sent by the questionnaire management module into a process trigger code identifiable by the service control point module of the intelligent network. And driving, by the process trigger code, the service control point module to implement the related traffic action.
  • An embodiment of the present invention further provides an outbound questionnaire system, including:
  • a questionnaire management module configured to send the pre-made questionnaire flow to the operator, control the questionnaire engine module to establish a traffic link between the operator and the surveyed user, and guide the attendant to conduct a questionnaire according to the questionnaire process;
  • the questionnaire engine module is configured to establish a traffic link between the operator and the surveyed user under the control of the questionnaire management module.
  • the method further includes: a questionnaire generating module;
  • the questionnaire generating module is configured to pre-form each link of the questionnaire process by the questionnaire engine module according to the questionnaire requirement, and save the pre-made questionnaire flow.
  • the questionnaire management module is further configured to load and parse the questionnaire flow saved by the questionnaire generation module before sending the pre-made questionnaire process to the operator.
  • the questionnaire management module is further configured to: when the pre-made questionnaire process data is sent to the operator, send the process indication information for indicating the progress of the questionnaire process to the attendant at the same time, so that the attendant follows The flow indicates that the information performs a corresponding operation.
  • the questionnaire management module is configured to send the pre-made questionnaire process to the operator, control the questionnaire engine module to establish a traffic link between the operator and the surveyed user, and guide the attendant according to the questionnaire process.
  • Questionnaire survey if there is survey information from the attendant feedback, Then, according to the questionnaire information fed back by the operator, the attendant is instructed to conduct a questionnaire survey.
  • the questionnaire management module is further configured to: when the related traffic action needs to be performed, send a control instruction to the questionnaire engine module;
  • the questionnaire engine module is further configured to parse the control command sent by the questionnaire management module into a process trigger code identifiable by the service control point module of the intelligent network, and drive the service control point module by using the process trigger code The related traffic action.
  • the embodiment of the invention further provides an outbound questionnaire system, which comprises:
  • a questionnaire generating module which is configured to pre-form the various parts of the questionnaire process through the questionnaire module according to the requirements of the questionnaire, and save the pre-made questionnaire process;
  • the questionnaire management module is configured to send the pre-made questionnaire flow to the operator, and guide the attendant to conduct a questionnaire according to the questionnaire process.
  • the questionnaire management module is further configured to control the questionnaire engine module to establish a traffic link between the operator and the surveyed user;
  • the questionnaire engine module is configured to establish a traffic link between the operator and the surveyed user under the control of the questionnaire management module.
  • the questionnaire management module is further configured to load and parse the questionnaire flow saved by the questionnaire generation module before sending the pre-made questionnaire process to the operator.
  • the questionnaire management module is further configured to: when the pre-made questionnaire process data is sent to the operator, send the process indication information for indicating the progress of the questionnaire process to the attendant at the same time, so that the attendant follows The flow indicates that the information performs a corresponding operation.
  • the questionnaire management module is configured to send the pre-made questionnaire process to the operator, control the questionnaire engine module to establish a traffic link between the operator and the surveyed user, and guide the attendant according to the questionnaire process.
  • Questionnaire survey if there is questionnaire information fed back by the attendant, the attendant is instructed to conduct a questionnaire survey based on the questionnaire information fed back by the attendant.
  • the questionnaire management module is further configured to: when the related traffic action needs to be performed, send a control instruction to the questionnaire engine module;
  • the questionnaire engine module is further configured to parse the control command sent by the questionnaire management module into a process trigger code identifiable by the service control point module of the intelligent network, and trigger the code drive by using the process
  • the service control point module is implemented to implement the related traffic action.
  • the method and system for implementing the external call questionnaire provided by the embodiment of the present invention firstly pre-manufacture each link of the questionnaire process according to the requirements of the manager, and then load and parse the generated questionnaire process through the questionnaire management module, and then send to the questionnaire process.
  • the designated operator will guide the attendant to conduct a questionnaire survey through the questionnaire process, thereby effectively reducing the problem that the related outbound questionnaire is greatly influenced by human factors.
  • FIG. 1 is a flowchart of a method for implementing an outbound questionnaire according to Embodiment 1 of the present invention
  • FIG. 2 is a schematic flow chart of the questionnaires of Embodiments 1 and 2 of the present invention.
  • FIG. 3 is a flowchart of a method for implementing an outbound questionnaire according to Embodiment 1 of the present invention
  • FIG. 4 is a schematic structural diagram of an external call questionnaire system according to Embodiments 1 and 2 of the present invention.
  • FIG. 5 is a flowchart of a method for implementing an outbound questionnaire according to Embodiment 3 of the present invention. Preferred embodiment of the invention
  • An embodiment of the present invention provides an implementation method of an outbound questionnaire.
  • the method includes: S101.
  • the questionnaire generation module customizes and saves each part of the questionnaire process through the questionnaire engine module according to the requirements of the manager;
  • the step specifically includes: the questionnaire generating module pre-casts each link of the questionnaire process by the questionnaire engine module according to the questionnaire requirement, and the questionnaire generating module saves the pre-made questionnaire flow.
  • the questionnaire generation module is a functional module that can visualize the custom questionnaire process and generate questionnaire data.
  • the questionnaire creator customizes each part of the questionnaire in the form of a flow chart. Through the questionnaire engine module, the questionnaire creator can clearly understand the various flow situations of the questionnaire process and subsequent services.
  • the questionnaire management module loads and parses the questionnaire process saved by the questionnaire generation module. When using, the questionnaire management module needs to load and parse the questionnaire process, and monitor various state data in the questionnaire process;
  • the questionnaire management module sends the pre-made questionnaire process to the operator;
  • the questionnaire management module sends the pre-made questionnaire flow to the attendant, and also sends the process instruction information for indicating the progress of the questionnaire process to the attendant at the same time.
  • the operator and the attendant perform corresponding operations according to the flow instruction information.
  • some questionnaire processes may require the operator to first go to a certain step of the questionnaire process at the very beginning to facilitate the subsequent questionnaire development.
  • the process instruction information needs to be sent to the operator first, so that the operator is in the questionnaire. Perform the corresponding operations before.
  • the questionnaire management module controls the questionnaire engine module to establish a traffic link between the operator and the surveyed user, and guides the attendant to conduct a questionnaire according to the questionnaire process;
  • the questionnaire management module guides the attendant to conduct a questionnaire according to the questionnaire process, if there is questionnaire information fed back by the operator, the questionnaire is instructed to conduct a questionnaire according to the questionnaire survey information fed by the operator.
  • the questionnaire engine module parses the control command sent by the questionnaire management module into a process trigger code recognizable by a service control point (SCP) module.
  • SCP service control point
  • the related traffic action is implemented by the SCP module of the process trigger code driving intelligent network.
  • the control commands in the embodiment of the present invention include: establishing and disconnecting a traffic connection between the operator and the surveyed user, and other traffic actions, such as playing, dialing, and the like.
  • a process trigger code set (PTC, Process Trigger Code).
  • the purpose of the business process trigger code set is to control the SCP step by step to implement the traffic actions in the questionnaire process, such as playback, dialing, and so on.
  • the process trigger code set is an internal instruction set existing in the questionnaire system, and the instruction set has a correspondence relationship with the SIB (Service Independent Building Block) function set of the intelligent network. Therefore, the questionnaire engine module can use the process trigger code to control the SCP, and call the relevant SIB function through the SCP to implement the traffic functions required for the questionnaire.
  • SIB Service Independent Building Block
  • the questionnaire management module After the questionnaire process ends, the questionnaire management module notifies the attendant that the questionnaire process ends.
  • the questionnaire customizer creates a questionnaire process through a questionnaire generation module (QG, Questionnaire Generator), and the questionnaire generation module saves the generated questionnaire data;
  • the Questionnaire Management Module notifies the operator to prepare an outbound questionnaire. After receiving the questionnaire management module preparation request, the attendant enters the preparatory state, and responds to the questionnaire management module ready, and prepares to receive the questionnaire;
  • the questionnaire management module loads the questionnaire data to be used for the outbound call survey
  • the questionnaire management module obtains the questionnaire data
  • the data is parsed, and the parsed questionnaire process and the process instruction information are sent to the operator.
  • the attendant uses the process instructions to determine the progress of the questionnaire.
  • the notification questionnaire management module is loaded and begins to wait for the traffic to start;
  • the questionnaire management module After receiving the notification of the completion of the questionnaire flow of the attendant, the questionnaire management module starts to establish an outbound voice communication link.
  • the questionnaire management module sends a link establishment instruction to the questionnaire engine module (QE, Questionnaire Engine).
  • the questionnaire engine module After receiving the instruction, the questionnaire engine module translates the instruction into a process trigger code (PTC) that can control the intelligent network SCP.
  • PTC process trigger code
  • the questionnaire engine module translates an instruction of the questionnaire management module into a set of PTCs, and uses the group PTC to interact with the SCP to help the operator establish a voice link with the surveyed user;
  • the link of the questionnaire engine module is successfully established, and the reply to the questionnaire management module is completed immediately.
  • the volume management module sets the starting point of the questionnaire according to the process instruction information, indicating that the current questionnaire is started;
  • the questionnaire management module instructs the attendant to start the questionnaire and sends the process indication information to the operator.
  • the attendant locates the questionnaire process to the starting point through process instructions. In the follow-up questionnaire survey process, the attendant always relies on the process instruction information sent by the questionnaire management module to control the progress of the questionnaire survey;
  • the operator interacts with the user to start a questionnaire survey
  • Step S201 the questionnaire begins
  • Step S202 calling a user
  • Step S203 after the user is called, the user is started to investigate, and the operator asks the user questions 1;
  • Step S204 the operator asks the user a question 2;
  • Step S205 the attendant asks the user questions 3 and the like, and continuously fills in the questionnaire content according to the user feedback information.
  • the attendant will feedback the questionnaire to the questionnaire management module.
  • the questionnaire management module will determine the progress of the questionnaire and the direction of the questionnaire according to the questionnaire, and send the process indication information to the operator. The operator will locate the next question of the questionnaire through the process instruction information.
  • the questionnaire management module can instruct the attendant to conduct a questionnaire survey according to a predetermined setting. It should be noted that the questionnaire may involve other business operations;
  • Step S206 the user answers "whether to handle new business"
  • Step S207 When the user answers "Yes, the new business" is “Yes”, after receiving the operator feedback information, the questionnaire management module sends a control command to the questionnaire engine module, and proceeds to another business processing flow S208.
  • Step S208 the questionnaire engine module parses the control instruction into a process trigger code identifiable by the SCP module of the intelligent network, and controls the SCP to perform other service processing for the operator, until the process proceeds to step 209, and the questionnaire ends.
  • the questionnaire management module will notify the questionnaire engine module to release the voice link.
  • Questionnaire engine module triggers code life through process Let the SCP complete the required actions;
  • the questionnaire management module notifies the operator that the questionnaire is completed.
  • the attendant receives the request and submits the relevant process information to the questionnaire management module, and the operator completes the entire investigation.
  • the questionnaire management module stores the process information submitted by the attendant for subsequent statistics or other uses.
  • the method for implementing the external call questionnaire provided by the embodiment of the present invention firstly customizes each link of the questionnaire process according to the requirements of the manager, and then loads and parses the generated questionnaire process through the questionnaire management module, and then sends it to the designated operator. Through the questionnaire process, the attendant is guided to conduct a questionnaire survey, thereby effectively reducing the problem that the related external call questionnaire is greatly affected by the personal factors of the attendant.
  • An outbound questionnaire system see Figure 4, the system includes:
  • the questionnaire management module QM 401 is configured to send the pre-made questionnaire flow to the operator, control the questionnaire engine module QE 402 to establish a traffic link between the operator and the surveyed user, and guide the attendant to conduct the questionnaire according to the questionnaire process. Investigation
  • the questionnaire engine module QE 402 is arranged to establish a traffic link between the operator and the surveyed user under the control of the questionnaire management module QM 401.
  • the system further includes: a questionnaire generating module QG 403; a questionnaire generating module QG 403, configured to pre-form the links of the questionnaire process through the questionnaire engine module according to the questionnaire requirement, and save the pre-made questionnaire flow.
  • the questionnaire management module QM 401 is further configured to load and parse the questionnaire flow saved by the questionnaire generation module QG 403 before sending the pre-made questionnaire flow to the operator.
  • the questionnaire management module QM 401 is further arranged to simultaneously transmit the flow instruction information for indicating the progress of the questionnaire flow to the attendant when the pre-made questionnaire flow data is transmitted to the operator.
  • the questionnaire management module QM 401 is configured to send the pre-made questionnaire flow to the operator, control the questionnaire engine module QE 402 to establish a traffic link between the operator and the surveyed user, and guide the attendant to conduct a questionnaire according to the questionnaire process. If there is questionnaire information fed back by the operator, the attendant is instructed to conduct a questionnaire according to the questionnaire information fed back by the attendant.
  • the questionnaire management module QM 401 is further configured to send a control instruction to the questionnaire engine module QE 402 when the related traffic action needs to be performed;
  • the questionnaire engine module QE 402 is further configured to parse the control command sent by the questionnaire management module QM 401 into a process trigger code identifiable by the SCP module 404, and the SCP module 404 of the intelligent network is driven by the process trigger code to implement the Related traffic actions.
  • the embodiment of the present invention provides an outbound questionnaire system.
  • the system includes: a questionnaire generating module QG 403, which is configured to pre-form the various parts of the questionnaire process through the questionnaire module QE 402 according to the questionnaire requirements. And preserving the pre-made questionnaire process;
  • the questionnaire management module QM 401 is configured to send the pre-made questionnaire flow to the operator, and guide the attendant to conduct a questionnaire according to the questionnaire process.
  • the questionnaire management module QM 401 is further configured to control the questionnaire engine module QE 402 to establish a traffic link between the attendant and the surveyed user;
  • the questionnaire engine module QE 402 is arranged to establish a traffic link between the operator and the surveyed user under the control of the questionnaire management module QM 401.
  • the questionnaire management module QM 401 is further configured to load and parse the questionnaire flow saved by the questionnaire generation module QG 403 before transmitting the pre-made questionnaire flow to the operator.
  • the questionnaire management module QM 401 is further configured to send pre-made questionnaire process data to the words.
  • the flow indication information for indicating the progress of the questionnaire flow is simultaneously sent to the attendant, so that the attendant performs corresponding operations according to the flow indication information.
  • the questionnaire management module QM 401 is configured to send a pre-made questionnaire flow to the operator, control the questionnaire engine module QE 402 to establish a traffic link between the operator and the surveyed user, and guide the attendant according to the questionnaire process.
  • Questionnaire survey if there is questionnaire information fed back by the attendant, the attendant is instructed to conduct a questionnaire survey based on the questionnaire information fed back by the attendant.
  • the questionnaire management module QM 401 is further configured to send a control instruction to the questionnaire engine module QE 402 when an associated traffic action is required;
  • the questionnaire engine module QE 402 is further configured to parse the control command sent by the questionnaire management module QM 401 into a process trigger code identifiable by the service control point module, and drive the service control point module by using the process trigger code Implementing the related traffic action.
  • Questionnaire Management Module QM informs the operator that the agent is ready to conduct an outbound survey. After receiving the questionnaire management module preparation request, the attendant enters the preparatory state, and responds to the questionnaire management module ready, and prepares to receive the questionnaire;
  • the questionnaire management module obtains the questionnaire data, the data is analyzed, and the parsed questionnaire process and the process instruction information are sent to the operator.
  • the attendant uses the process instructions to determine the progress of the questionnaire.
  • the notification questionnaire management module is loaded and begins to wait for the traffic to start;
  • the questionnaire management module instructs the attendant to start the questionnaire and sends the process indication information to the operator.
  • the attendant locates the questionnaire process to the starting point through process instructions.
  • the attendant In the follow-up questionnaire survey process, the attendant always relies on the process instruction information sent by the questionnaire management module to control the progress of the questionnaire survey;
  • the questionnaire management module notifies the operator that the questionnaire is completed.
  • the attendant receives the request and will The process information is reported to the questionnaire management module, and the operator completes the survey.
  • the questionnaire management module stores the process information submitted by the attendant for subsequent statistics or other uses.
  • the method and system for implementing the external call questionnaire provided by the embodiment of the present invention customize various links of the questionnaire process according to the requirements of the administrator, and then load and analyze the generated questionnaire process through the questionnaire management module. Then, it is sent to the designated operator, and the attendant is used to conduct a questionnaire survey through the questionnaire process, thereby effectively reducing the problem that the related outbound questionnaire is greatly influenced by the human factors of the attendant.
  • the method and system for implementing the external call questionnaire provided by the embodiment of the present invention firstly pre-manufacture each link of the questionnaire process according to the requirements of the manager, and then load and parse the generated questionnaire process through the questionnaire management module, and then send to the questionnaire process.
  • the designated operator will guide the attendant to conduct a questionnaire survey through the questionnaire process, thereby effectively reducing the problem that the related outbound questionnaire is greatly influenced by human factors.

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

Abstract

L'invention concerne un procédé et un système destinés à exécuter un questionnaire d'appels sortants, le procédé comportant les étapes suivantes: un module de gestion de questionnaires envoie un processus de questionnaire prédéfini à un opérateur; le module de gestion commande un module de moteur de questionnaires pour établir une liaison téléphonique entre l'opérateur et un utilisateur d'enquête; après que la liaison téléphonique a été établie, le module de gestion de questionnaires, suivant le processus de questionnaire, donne pour consigne à l'opérateur de réaliser l'enquête par questionnaire.
PCT/CN2014/074435 2013-07-11 2014-03-31 Procédé et système d'exécution d'un questionnaire d'appels sortants WO2014169758A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201310290371.3A CN104283768A (zh) 2013-07-11 2013-07-11 外呼问卷的实现方法及系统
CN201310290371.3 2013-07-11

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WO2014169758A1 true WO2014169758A1 (fr) 2014-10-23

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* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN106412349B (zh) * 2015-07-16 2020-12-22 中兴通讯股份有限公司 一种实现外呼系统问卷流程的方法和系统

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101453526A (zh) * 2008-12-26 2009-06-10 杨国良 互联网辅助电话访问系统及操作该系统的方法
CN102457624A (zh) * 2010-10-15 2012-05-16 中兴通讯股份有限公司 一种实现用户定制业务的方法及系统

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101453526A (zh) * 2008-12-26 2009-06-10 杨国良 互联网辅助电话访问系统及操作该系统的方法
CN102457624A (zh) * 2010-10-15 2012-05-16 中兴通讯股份有限公司 一种实现用户定制业务的方法及系统

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