WO2019062000A1 - 业务员呼入分配方法、电子装置及计算机可读存储介质 - Google Patents

业务员呼入分配方法、电子装置及计算机可读存储介质 Download PDF

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Publication number
WO2019062000A1
WO2019062000A1 PCT/CN2018/076557 CN2018076557W WO2019062000A1 WO 2019062000 A1 WO2019062000 A1 WO 2019062000A1 CN 2018076557 W CN2018076557 W CN 2018076557W WO 2019062000 A1 WO2019062000 A1 WO 2019062000A1
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Prior art keywords
salesperson
agent
threshold
priority
comprehensive score
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PCT/CN2018/076557
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English (en)
French (fr)
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胡浩
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平安科技（深圳）有限公司
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Publication of WO2019062000A1 publication Critical patent/WO2019062000A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • 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
    • H04M2203/402—Agent or workforce management
    • 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
    • H04M2203/403—Agent or workforce training

Definitions

  • the present application relates to the field of personnel distribution, and in particular, to a service provider incoming call distribution method, an electronic device, and a computer readable storage medium.
  • the distribution of the salesperson is usually to import the telephone number and other related information from the data platform of the head office, and distribute it to the corresponding agent according to the administrative area or the hobby of the salesman responsible for the salesperson.
  • Universality does not reflect the real needs of the salesperson, nor can it be targeted and screened according to the salesperson's own business capabilities and business characteristics. It is impossible to enable the salesperson with higher business level to further increase the production capacity, nor can it help the business level to be even Lower salesmen improve their business capabilities.
  • the existing distribution methods do not filter and classify the agents providing services, and the agents with higher service levels cannot help the salespersons with lower service levels to conduct business, and the agent resources cannot be effectively and rationally utilized.
  • the present application provides a method for assigning an incoming call of a clerk, which specifically includes the following steps:
  • Step 01 collecting basic information of the salesperson and the agent
  • the basic information of the salesperson includes the business data of the salesperson, and the basic information of the agent includes the service satisfaction of the agent;
  • Step 02 classify the salesperson and the agent separately.
  • the salesperson is star-classified to form a salesperson's star tag, and the agents are prioritized according to the service satisfaction of the agent to form a seat priority tag.
  • step 03 the salesperson is assigned to the corresponding agent according to the preset allocation policy.
  • the present application also discloses an electronic device, including a memory and a processor, the memory is configured to store, by the processor, the clerk call distribution system, and the clerk call-in distribution system includes:
  • An acquisition module configured to collect basic information of the salesperson and the agent from the database, including a first collection module and a second collection module, where the first collection module is configured to collect basic information of the salesperson from the database, the second The collection module is configured to collect basic information of the agent from the database;
  • a classification module configured to receive basic information of the salesperson and the agent sent by the collection module, including a first classification module and a second classification module, where the first classification module is configured to prioritize the collected salespersons, where The second classification module is used to prioritize the collected agents;
  • An allocation module for assigning a star-studded salesperson to the corresponding agent.
  • the present application also discloses a computer readable storage medium having a clerk call incoming distribution system stored therein, the call distribution system being executable by at least one processor to implement the following steps:
  • Step 01 collecting basic information of the salesperson and the agent
  • the basic information of the salesperson includes the business data of the salesperson, and the basic information of the agent includes the service satisfaction of the agent;
  • Step 02 classify the salesperson and the agent separately.
  • the salesperson is star-classified to form a salesperson's star tag, and the agents are prioritized according to the service satisfaction of the agent to form a seat priority tag.
  • step 03 the salesperson is assigned to the corresponding agent according to the preset allocation policy.
  • Targeted distribution with the priority of the agent is conducive to further enhancing the value of the salesperson with lower business level and tapping the business potential of different star salesmen.
  • it is beneficial to assign different priorities through a certain allocation strategy. The salesperson is more targeted to the corresponding agents, which improves the effective utilization of agent resources and optimizes the allocation of agent resources.
  • FIG. 1 is a flow chart showing an embodiment of a method for assigning a salesperson of the present application
  • FIG. 2 is a schematic diagram showing a program module of an embodiment of the salesperson distribution system of the present application
  • FIG. 3 is a schematic diagram showing a program module of still another embodiment of the salesperson distribution system of the present application.
  • FIG. 4 is a schematic diagram showing a program module of still another embodiment of the salesperson distribution system of the present application.
  • FIG. 5 is a schematic diagram showing a program module of still another embodiment of the salesperson distribution system of the present application.
  • FIG. 6 is a schematic diagram showing the hardware architecture of an embodiment of an electronic device of the present application.
  • the salesperson assignment method of this embodiment includes the following steps:
  • step 01 basic information of the salesperson and the agent is collected.
  • the information about the salesperson and the agent is stored in the database.
  • the information collection module collects the basic information of the corresponding salesperson and the agent in the database, and the basic information of the salesperson.
  • the basic information of the agent includes the service satisfaction of the agent, the ID number, the service area, the language category, the age, the gender, where the business
  • the business data of the staff is used to classify the salespersons, distinguish the salespersons of different levels with different service levels, and form the star tag of the salesperson.
  • the star tag matches the ID number of the salesperson.
  • the service satisfaction of the agents is used to prioritize the agents and distinguish the agents of different levels with different service levels.
  • the ID number is used as the identification of the salesperson and the agent, which is followed by classification.
  • the salesperson who is assigned to process is different from the identity of other salespersons, business data, service satisfaction Service area, language classes, age may be a basis for the classification and allocation of seats and as a follow-clerk.
  • the basic information of the salesperson and the agent is collected by the first information collection module and the second information collection module, respectively.
  • step 02 the salesperson and the agent are respectively classified into levels.
  • the salesperson is star-classified to form a star tag of the salesperson, wherein the salesperson's business data includes the performance amount, the customer rating, and the agent is given priority according to the service satisfaction of the agent.
  • the customer satisfaction statistics within one month, including the number of times and the satisfaction scores of previous times, calculate the average satisfaction score per time is the comprehensive score, and can also count the customer satisfaction of the agent in the past one year, the specific time
  • the interval is based on the number of times the seat is scored over a period of time, and the statistical base is not less than 30 times.
  • the salesperson's performance and customer score are used to calculate the salesperson's comprehensive score
  • the salesperson is star-classified according to the comprehensive score, wherein the salesperson whose comprehensive score is greater than the first threshold is 3 stars, the salesperson whose comprehensive score is between the first threshold and the second threshold is 2 stars, and the salesperson whose comprehensive score is less than the second threshold is 1 star, wherein the first threshold is greater than the second threshold, each star
  • the priority order of the level is 3 stars > 2 stars > 1 star.
  • the salesperson's comprehensive score is calculated based on the salesperson's business data, and the salesperson's business data includes a performance amount, a customer score, and the comprehensive score is calculated by the following formula:
  • f(x, y) is the comprehensive score of the salesperson
  • N is the total number of salesmen
  • x i , y i represent the salesperson's performance and customer score respectively;
  • ⁇ x , ⁇ y represent the salesman's performance processing dimension and customer score processing dimension respectively;
  • k x , k y respectively represent the weight coefficients of different evaluation indicators, and are usually selected according to the needs of various departments.
  • the comprehensive score of each salesperson is calculated by the salesperson's comprehensive score function, and the main factors affecting the business capability of the salesperson and the influence weights of each major factor are comprehensively considered, and the comprehensive score obtained is objective and targeted. Sex is good for evaluating the business ability of the salesman and providing a basis for the subsequent expansion of business work.
  • the first threshold and the second threshold may be determined by collecting a distribution trend graph of the comprehensive score of the salesperson to be allocated, wherein the proportion of the 3-star salesperson divided according to the first threshold and the second threshold is not high. At 30%, the proportion of 2 star salesmen is not less than 50%.
  • the priority of the agent is classified according to the comprehensive score, and the agent whose priority score is greater than the third threshold is A level, and the comprehensive score is between the third threshold and the fourth threshold.
  • the priority of the priority is B, and the priority of the agent whose score is less than the fourth threshold is C.
  • the third threshold is greater than the fourth threshold.
  • the order of the three priorities is A>B>C.
  • the third threshold and the fourth threshold may be determined by counting a comprehensive rating trend graph of the agent to be assigned.
  • the proportion of the class A seats divided according to the third threshold and the fourth threshold is not higher than 20%, and the proportion of the class B seats is not less than 50%.
  • step 03 the salesperson is assigned to the corresponding agent according to the preset allocation policy.
  • the allocation policy includes a first allocation policy, and the first allocation policy includes: assigning a salesperson with a higher star rating to a higher priority agent.
  • the allocation policy includes a second allocation policy
  • the second allocation policy includes: statistical analysis of the area, age, and language of the salesperson and the agent, the area and age of the salesperson and the agent.
  • the language is divided into regions, age segments, and language categories. Priority is given to the same region and the same age group. For example, the salespersons and agents who belong to the northeast region and whose age group belongs to 30-40 are given priority. Matching, in another embodiment, priority allocation may also be performed according to the same language category and the same age group, for example, the salesperson and the agent who speak the same Cantonese and the age group belongs to 20-30 are preferentially matched.
  • a clerk call-in distribution system is shown.
  • the clerk call-in distribution system is divided into one or more program modules, and one or more program modules are stored in the storage.
  • the medium is executed by one or more processors to complete the application.
  • the program module referred to in the present application refers to a series of computer program instruction segments capable of performing a specific function, and is more suitable for describing the execution process of the clerk call-in distribution system 20 in the storage medium than the program itself. The following description will specifically describe the embodiment.
  • the function of each program module :
  • the collecting module 201 is configured to collect the basic information of the salesperson and the agent from the database, and includes the first collecting module 2011 and the second collecting module 2012, where the first collecting module 2011 is configured to collect basic information of the salesperson from the database.
  • the second collection module 2012 is configured to collect basic information of the agent from the database;
  • the classification module 202 is configured to receive the basic information of the salesperson and the agent sent by the collection module, and includes a first classification module 2021 and a second classification module 2022, where the first classification module 2021 is configured to prioritize the collected salespersons.
  • the second classification module 2022 is configured to perform priority classification on the collected agents.
  • the distribution module 203 is configured to allocate the priority assigned salesperson to the corresponding agent.
  • the clerk call-in distribution module includes a first allocating module 2031 and a second allocating module 2032, and the first allocating module 2031 is allocated according to the star rating of the salesperson and the priority of the agent.
  • the second distribution module 2032 allocates according to the area, age, and language division of the salesperson and the agent.
  • the embodiment provides an electronic device. It is a schematic diagram of the hardware architecture of an embodiment of the electronic device of the present application.
  • the electronic device 2 is an apparatus capable of automatically performing numerical calculation and/or information processing in accordance with an instruction set or stored in advance.
  • it can be a smartphone, a tablet, a laptop, a desktop computer, a rack server, a blade server, a tower server, or a rack server (including a stand-alone server, or a server cluster composed of multiple servers).
  • the electronic device 2 includes at least, but not limited to, a memory 21, a processor 22, a network interface 23, and a clerk call-in distribution system 20 in communication with each other via a system bus. among them:
  • the memory 21 includes at least one type of computer readable storage medium including a flash memory, a hard disk, a multimedia card, a card type memory (eg, SD or DX memory, etc.), a random access memory (RAM), Static Random Access Memory (SRAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), Programmable Read Only Memory (PROM), magnetic memory, magnetic disk, optical disk, and the like.
  • the memory 21 may be an internal storage module of the electronic device 2, such as a hard disk or a memory of the electronic device 2.
  • the memory 21 may also be an external storage device of the electronic device 2, such as a plug-in hard disk equipped on the electronic device 2, a smart memory card (SMC), and a secure digital device. (Secure Digital, SD) card, flash card, etc.
  • the memory 21 can also include both the internal storage module of the electronic device 2 and its external storage device.
  • the memory 21 is generally used to store an operating system installed in the electronic device 2 and various types of application software, such as a program code of the salesperson to the distribution system 20, and the like. Further, the memory 21 can also be used to temporarily store various types of data that have been output or are to be output.
  • the processor 22 may be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data processing chip in some embodiments.
  • the processor 22 is typically used to control the overall operation of the electronic device 2, such as performing control and processing associated with data interaction or communication with the electronic device 2.
  • the processor 22 is configured to run program code or process data stored in the memory 21, such as running the clerk call-in distribution system 20 or the like.
  • the network interface 23 may comprise a wireless network interface or a wired network interface, which is typically used to establish a communication connection between the electronic device 2 and other electronic devices.
  • the network interface 23 is for connecting the electronic device 2 to an external terminal through a network, establishing a data transmission channel, a communication connection, and the like between the electronic device 2 and an external terminal.
  • the network may be an intranet, an Internet, a Global System of Mobile communication (GSM), a Wideband Code Division Multiple Access (WCDMA), a 4G network, or a 5G network.
  • Wireless or wired networks such as network, Bluetooth, Wi-Fi, etc.
  • Figure 6 shows only the electronic device with components 21-23, but it should be understood that not all illustrated components may be implemented and that more or fewer components may be implemented instead.
  • the clerk call-in distribution system 20 stored in the memory 21 may also be divided into one or more program modules, the one or more program modules being stored in the memory 21, and One or more processors (this embodiment is processor 22) are executed to complete the application.
  • FIG. 2 is a schematic diagram of a program module of the first embodiment of the clerk call-in distribution system 20.
  • the call-in-the-call distribution system 20 can be divided into an acquisition module 201 and a classification module. 202 and an allocation module 203.
  • the program module referred to in the present application refers to a series of computer program instruction segments capable of performing a specific function, and is more suitable than the program to describe the execution process of the clerk call-in distribution system 20 in the electronic device 2.
  • the specific functions of the program modules 201-203 are described in detail in the second embodiment, and details are not described herein again.
  • the present embodiment provides a computer readable storage medium having stored thereon the clerk call incoming distribution system 20, which is implemented when the clerk call incoming distribution system 20 is executed by one or more processors
  • the salesperson calls in to the distribution method or the operation of the electronic device.

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Abstract

本申请公开了一种业务员呼入分配方法。包括如下步骤：步骤01，采集业务员和坐席的基本信息，所述业务员的基本信息包括业务员的业务数据，所述坐席的基本信息包括坐席的服务满意度；步骤02，对业务员和坐席分别进行级别分类，根据所述业务员的业务数据对业务员进行星级分类，形成业务员的星级标签，根据所述坐席的服务满意度对坐席进行优先级分类，形成坐席的优先级标签；步骤03，根据预设的分配策略，将业务员分配至相应的坐席。根据业务员的星级和坐席的优先级进行有针对性的分配，有利于进一步提升业务员的业务水平，提高坐席资源的有效利用率，实现坐席资源的优化配置。

Description

业务员呼入分配方法、电子装置及计算机可读存储介质
本申请申明享有2017年9月28日递交的申请号为CN2017109160245、名称为“业务员呼入分配方法、电子装置及计算机可读存储介质”的中国专利申请的优先权，该中国专利申请的整体内容以参考的方式结合在本申请中。
技术领域
本申请涉及一种人员分配领域，特别涉及一种业务员呼入分配方法、电子装置及计算机可读存储介质。
背景技术
在互联网时代，新的产品层出不穷，产品的生命周期越来越短，为了在较短的产品生命周期中降低经营成本、提升业务员的价值以及挖掘业务员的业务潜力，需要根据已有的业务员信息对业务员进行筛选分配，将各个类别的业务员分配至相应的坐席名下进行业务指导和拓展。
现有技术中业务员的分配通常是从总公司的数据平台导入电话号码以及其它相关信息，并根据业务员所负责的行政区域或业务员的兴趣爱好分配至相应的坐席，此种分配方式具有普遍性，不能反映业务员的真正需求，也不能根据业务员自身的业务能力以及业务特点有针对性的筛选分配，无法使业务水平较高的业务员进一步提升产能，也无法帮助业务水平一般甚至较低的业务员提高业务能力。另外，现有的分配方法中没有对提供服务的坐席进行筛选分类，导致服务水平较高的坐席不能帮助业务水平较低的业务员开展业务，坐席资源无法得到有效合理的利用。
需要说明的是，上述背景技术部分公开的信息仅用于加强对本公开的背景的理解，因此可以包括不构成对本领域普通技术人员已知的现有技术的信 息。
发明内容
为了解决上述问题，本申请提供一种业务员呼入分配方法，具体包括如下步骤：
步骤01，采集业务员和坐席的基本信息，
所述业务员的基本信息包括业务员的业务数据，所述坐席的基本信息包括坐席的服务满意度；
步骤02，对业务员和坐席分别进行级别分类，
根据所述业务员的业务数据对业务员进行星级分类，形成业务员的星级标签，根据所述坐席的服务满意度对坐席进行优先级分类，形成坐席的优先级标签。
步骤03，根据预设的分配策略，将业务员分配至相应的坐席。
本申请还公开了一种电子装置，包括存储器和处理器，所述存储器用于存储被处理器执行所述业务员呼入分配系统，所述业务员呼入分配系统包括：
采集模块，用于从数据库中采集业务员和坐席的基本信息，包括第一采集模块和第二采集模块，所述第一采集模块用于从数据库中采集业务员的基本信息，所述第二采集模块用于从数据库中采集坐席的基本信息；
分类模块，用于接收采集模块发送的业务员和坐席的基本信息，包括第一分类模块和第二分类模块，所述第一分类模块用于对采集的业务员进行优先级分类，所述第二分类模块用于对采集的坐席进行优先级分类；
分配模块，用于将经过星级分配的业务员分配至相应的坐席。
本申请还公开了一种计算机可读存储介质，所述计算机可读存储介质内存储有业务员呼入分配系统，所述呼入分配系统可被至少一个处理器所执行，以实现如下步骤：
步骤01，采集业务员和坐席的基本信息，
所述业务员的基本信息包括业务员的业务数据，所述坐席的基本信息包括坐席的服务满意度；
步骤02，对业务员和坐席分别进行级别分类，
根据所述业务员的业务数据对业务员进行星级分类，形成业务员的星级标签，根据所述坐席的服务满意度对坐席进行优先级分类，形成坐席的优先级标签。
步骤03，根据预设的分配策略，将业务员分配至相应的坐席。
本申请所能达到的技术效果如下：
根据业务员的业绩、客户评分计算业务员的综合分数，并根据该综合分数的范围对业务员进行星级分类，同时根据客户满意度对相应的坐席进行优先级分类，根据业务员的星级和坐席的优先级进行有针对性的分配，有利于进一步提升业务水平较低的业务员的价值以及挖掘不同星级业务员的业务潜力，另外，通过一定的分配策略有利于将不同优先级的业务员更有针对性的分配至相应的坐席，提高坐席资源的有效利用率，实现坐席资源的优化配置。
附图说明
为了更清楚地说明本申请实施例或现有技术中的技术方案，下面将对实施例或现有技术描述中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图仅仅是本申请的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，还可以根据这些附图获得其他的附图。
图1示出了本申请业务员分配方法一实施例的流程图；
图2示出了本申请业务员分配系统一实施例的程序模块示意图；
图3示出了本申请业务员分配系统又一实施例的程序模块示意图；
图4示出了本申请业务员分配系统又一实施例的程序模块示意图；
图5示出了本申请业务员分配系统又一实施例的程序模块示意图；
图6示出了本申请电子装置一实施例的硬件架构示意图。
具体实施方式
下面结合附图对本申请的优选实施例进行详细阐述，以使本申请的优点和特征能更易于被本领域技术人员理解，从而对本申请的保护范围做出更为清楚明确的界定。
实施例一
请参阅图1，本实施例的业务员分配方法包括以下步骤：
步骤01，采集业务员和坐席的基本信息。
其中，业务员和坐席的相关信息被存储在数据库中，当业务员开始呼入进线操作时，通过信息采集模块采集数据库中的相应业务员和坐席的基本信息，所述业务员的基本信息包括业务员的业务数据、身份证号、业务区域、语言类别、年龄、性别，所述坐席的基本信息包括坐席的服务满意度、身份证号、服务区域、语言类别、年龄、性别，其中业务员的业务数据用于对业务员进行级别分类，区分出业务水平不同的各个级别的业务员，并形成业务员的星级标签，所述星级标签与业务员的身份证号相匹配，用于后续业务员的分类和分配，坐席的服务满意度用于对坐席进行优先级分类，区分出服务水平不同的各个级别的坐席，身份证号作为业务员和坐席的识别标识，是后续进行分类和分配处理的业务员区别于其它业务员的身份标识，业务数据、服务满意度、服务区域、语言类别、年龄均可作为后续业务员和坐席进行分类和分配的基础。
在一个较佳实施例中，业务员和坐席的基本信息分别通过第一信息采集模块和第二信息采集模块采集。
步骤02，对业务员和坐席分别进行级别分类。
根据所述业务员的业务数据对业务员进行星级分类，形成业务员的星级标签，其中，业务员的业务数据包括业绩量、客户评分，根据所述坐席的服 务满意度对坐席进行优先级分类，形成坐席的优先级标签，根据所述坐席的客户满意度计算坐席的综合评分，所述综合评分通过对坐席预定时间间隔内的客户满意度做平均数获得，例如，可对坐席近一个月内的客户满意度进行统计，包括次数和历次的满意度打分，计算出平均每次的满意度打分即为综合评分，也可对坐席近一年内的客户满意度进行统计，具体的时间间隔根据坐席一段时间内的获得打分的次数，统计基数不低于30次。
在一个较佳实施例中，业务员的业绩量、客户评分用于计算业务员的综合分数，并根据该综合分数对业务员进行星级分类，其中，综合分数大于第一阈值的业务员为3星级，综合分数介于第一阈值和第二阈值之间的业务员为2星级，综合分数小于第二阈值的业务员为1星级，其中第一阈值大于第二阈值，各个星级的优先级顺序为3星级＞2星级＞1星级。
在一个较佳实施例中，所述业务员的综合分数基于所述业务员的业务数据计算得到，所述业务员的业务数据包括业绩量、客户评分，所述综合分数通过如下公式计算：
Figure PCTCN2018076557-appb-000001
其中，
Figure PCTCN2018076557-appb-000002
f(x，y)为业务员的综合分数；
N为业务员总人数；
x i，y i分别代表业务员业绩量、客户评分；
Figure PCTCN2018076557-appb-000003
分别代表业务员业绩量、客户评分平均值；
Δ x，Δ y分别代表业务员业绩量处理量纲、客户评分处理量纲；
k x，k y分别代表不同考核指标权重系数，通常根据各部门需求进行选择。
在该实施例中，通过业务员的综合分数函数计算每个业务员的综合分数， 综合考虑了影响业务员业务能力的主要因素以及各个主要因素的影响权重，得到的综合评分具有客观性和针对性，有利于评价业务员的业务能力，并为后续的业务工作的拓展提供基础。
该实施例中，第一阈值、第二阈值可通过统计待分配业务员的综合分数的分布趋势图进行确定，其中根据该第一阈值、第二阈值划分的3星级业务员的比例不高于30％，2星级业务员的比例不低于50％。
在一个较佳实施例中，所述坐席的优先级根据综合评分进行分类包括：综合评分大于第三阈值的坐席优先级为A级，综合评分介于第三阈值和第四阈值之间的坐席优先级为B级，综合评分小于第四阈值的坐席优先级为C级，其中第三阈值大于第四阈值，三个优先级的顺序为A＞B＞C。
该实施例中，第三阈值、第四阈值可通过统计待分配坐席的综合评分趋势图进行确定。其中根据该第三阈值、第四阈值划分的A级坐席的比例不高于20％，B级坐席的比例不低于50％。
步骤03，根据预设的分配策略，将业务员分配至相应的坐席。
在一个较佳实施例中，所述分配策略包括第一分配策略，所述第一分配策略包括：将星级较高的业务员分配至优先级较高的坐席。
在一个较佳实施例中，所述分配策略包括第二分配策略，所述第二分配策略包括：对业务员和坐席的区域、年龄、语言进行统计分析，对业务员和坐席的区域、年龄、语言分别进行区域划分、年龄段划分以及语言类别划分，优先按同一区域、同一年龄段的进行分配，如将同为东北区域的且年龄段属于30-40之间的业务员和坐席进行优先匹配，在另一实施例中，也可按同一语言类别、同一年龄段的进行优先分配，如将同讲广东话且年龄段属于20-30之间的业务员和坐席进行优先匹配。
实施例二
参阅图2-5，示出了一种业务员呼入分配系统，在本实施例中，业务员 呼入分配系统被分割成一个或多个程序模块，一个或者多个程序模块被存储于存储介质中，并由一个或多个处理器所执行，以完成本申请。本申请所称的程序模块是指能够完成特定功能的一系列计算机程序指令段，比程序本身更适合描述业务员呼入分配系统20在存储介质中的执行过程，以下描述将具体介绍本实施例各程序模块的功能：
采集模块201，用于从数据库中采集业务员和坐席的基本信息，包括第一采集模块2011和第二采集模块2012，所述第一采集模块2011用于从数据库中采集业务员的基本信息，所述第二采集模块2012用于从数据库中采集坐席的基本信息；
分类模块202，用于接收采集模块发送的业务员和坐席的基本信息，包括第一分类模块2021和第二分类模块2022，所述第一分类模块2021用于对采集的业务员进行优先级分类，所述第二分类模块2022用于对采集的坐席进行优先级分类；
分配模块203，用于将经过优先级分配的业务员分配至相应的坐席。
在一个较佳实施例中，所述业务员呼入分配模块包括第一分配模块2031和第二分配模块2032，所述第一分配模块2031按照业务员的星级和坐席的优先级进行分配，所述第二分配模块2032按业务员和坐席的区域、年龄、语言划分进行分配。
实施例三
参阅图6所示，本实施例提供一种电子装置。是本申请电子装置一实施例的硬件架构示意图。本实施例中，所述电子装置2是一种能够按照事先设定或者存储的指令，自动进行数值计算和/或信息处理的设备。例如，可以是智能手机、平板电脑、笔记本电脑、台式计算机、机架式服务器、刀片式服务器、塔式服务器或机柜式服务器(包括独立的服务器，或者多个服务器所组成的服务器集群)等。如图所示，所述电子装置2至少包括，但不限于， 可通过系统总线相互通信连接存储器21、处理器22、网络接口23、以及业务员呼入分配系统20。其中：
所述存储器21至少包括一种类型的计算机可读存储介质，所述可读存储介质包括闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘等。在一些实施例中，所述存储器21可以是所述电子装置2的内部存储模块，例如该电子装置2的硬盘或内存。在另一些实施例中，所述存储器21也可以是所述电子装置2的外部存储设备，例如该电子装置2上配备的插接式硬盘，智能存储卡(Smart Media Card,SMC)，安全数字(Secure Digital,SD)卡，闪存卡(Flash Card)等。当然，所述存储器21还可以既包括所述电子装置2的内部存储模块也包括其外部存储设备。本实施例中，所述存储器21通常用于存储安装于所述电子装置2的操作系统和各类应用软件，例如所述业务员呼入分配系统20的程序代码等。此外，所述存储器21还可以用于暂时地存储已经输出或者将要输出的各类数据。
所述处理器22在一些实施例中可以是中央处理器(Central Processing Unit，CPU)、控制器、微控制器、微处理器、或其他数据处理芯片。该处理器22通常用于控制所述电子装置2的总体操作，例如执行与所述电子装置2进行数据交互或者通信相关的控制和处理等。本实施例中，所述处理器22用于运行所述存储器21中存储的程序代码或者处理数据，例如运行所述的业务员呼入分配系统20等。
所述网络接口23可包括无线网络接口或有线网络接口，该网络接口23通常用于在所述电子装置2与其他电子装置之间建立通信连接。例如，所述 网络接口23用于通过网络将所述电子装置2与外部终端相连，在所述电子装置2与外部终端之间的建立数据传输通道和通信连接等。所述网络可以是企业内部网(Intranet)、互联网(Internet)、全球移动通讯系统(Global System of Mobile communication，GSM)、宽带码分多址(Wideband Code Division Multiple Access，WCDMA)、4G网络、5G网络、蓝牙(Bluetooth)、Wi-Fi等无线或有线网络。
需要指出的是，图6仅示出了具有部件21-23的电子装置，但是应理解的是，并不要求实施所有示出的部件，可以替代的实施更多或者更少的部件。
在本实施例中，存储于存储器21中的所述业务员呼入分配系统20还可以被分割为一个或者多个程序模块，所述一个或者多个程序模块被存储于存储器21中，并由一个或多个处理器(本实施例为处理器22)所执行，以完成本申请。
例如，图2示出了所述业务员呼入分配系统20第一实施例的程序模块示意图，该实施例中，所述基于业务员呼入分配系统20可以被划分为采集模块201、分类模块202以及分配模块203。其中，本申请所称的程序模块是指能够完成特定功能的一系列计算机程序指令段，比程序更适合于描述所述业务员呼入分配系统20在所述电子装置2中的执行过程。所述程序模块201-203的具体功能在实施例二中已有详细描述，在此不再赘述。
实施例四
本实施例提供一种计算机可读存储介质，该计算机可读存储介质上存储有所述业务员呼入分配系统20，该业务员呼入分配系统20被一个或多个处理器执行时实现上述业务员呼入分配方法或电子装置的操作。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通 过硬件，但很多情况下前者是更佳的实施方式。
不局限于此，任何不经过创造性劳动想到的变化或替换，都应涵盖在本申请的保护范围之内。因此，本申请的保护范围应该以权利要求书所限定的保护范围为准。

Claims (15)

  1. 一种业务员呼入分配方法，包括如下步骤：
    步骤01，采集业务员和坐席的基本信息，
    所述业务员的基本信息包括业务员的业务数据，所述坐席的基本信息包括坐席的服务满意度；
    步骤02，对业务员和坐席分别进行级别分类，
    根据所述业务员的业务数据对业务员进行星级分类，形成业务员的星级标签，根据所述坐席的服务满意度对坐席进行优先级分类，形成坐席的优先级标签；
    步骤03，根据预设的分配策略，将业务员分配至相应的坐席。
  2. 根据权利要求1所述的业务员呼入分配方法，其特征在于，步骤01中所述业务员的基本信息还包括：身份证号、业务区域、语言类别、年龄、性别；
    所述坐席的基本信息还包括：身份证号、服务区域、语言类别、年龄、性别。
  3. 根据权利要求1所述的业务员呼入分配方法，其特征在于，步骤02中所述业务员的优先级分类包括如下步骤：根据业务员的业务数据计算业务员的综合分数，根据该综合分数对业务员进行星级分类，其中，综合分数大于第一阈值的业务员为3星级，综合分数介于第一阈值和第二阈值之间的业务员为2星级，综合分数小于第二阈值的业务员为1星级，其中第一阈值大于第二阈值，各个星级的优先级顺序为3星级＞2星级＞1星级。
  4. 根据权利要求3所述的业务员呼入分配方法，其特征在于，所述业务员的综合分数基于所述业务员的业务数据计算得到，所述业务员的业务数据包括业绩量、客户评分，所述综合分数通过如下公式计算：
    Figure PCTCN2018076557-appb-100001
    其中，
    Figure PCTCN2018076557-appb-100002
    f(x，y)为业务员的综合分数函数；
    N为业务员总人数；
    x i，y i分别代表业务员业绩量、客户评分；
    Figure PCTCN2018076557-appb-100003
    分别代表业务员业绩量、客户评分平均值；
    Δ x，Δ y分别代表业务员业绩量处理量纲、客户评分处理量纲；
    k x，k y分别代表不同考核指标权重系数，通常根据各部门需求进行选择。
  5. 根据权利要求1所述的业务员呼入分配方法，其特征在于，步骤02中所述坐席的优先级根据客户满意度进行分类包括：根据所述坐席的客户满意度计算坐席的综合评分，所述综合评分通过对坐席预定时间间隔内的客户满意度做平均数获得，所述综合评分大于第三阈值的坐席优先级为A级，综合评分介于第三阈值和第四阈值之间的坐席优先级为B级，综合评分小于第四阈值的坐席优先级为C级，其中第三阈值大于第四阈值，三个优先级的顺序为A＞B＞C。
  6. 根据权利要求1所述的业务员呼入分配方法，其特征在于，所述分配策略包括第一分配策略，所述第一分配策略包括：将星级较高的业务员分配至优先级较高的坐席。
  7. 根据权利要求1所述的业务员呼入分配方法，其特征在于，所述分配策略包括第二分配策略，所述第二分配策略包括：对业务员和坐席的区域、年龄、语言进行统计分析，对业务员和坐席的区域、年龄、语言分别进行区域划分、年龄段划分以及语言类别划分，按划分后的区域、年龄段、语言类别对业务员和坐席进行相似匹配。
  8. 一种电子装置，包括存储器和处理器，其特征在于，所述存储器用于存储被处理器执行所述业务员呼入分配系统，所述业务员呼入分配系统包 括：
    采集模块，用于从数据库中采集业务员和坐席的基本信息，包括第一采集模块和第二采集模块，所述第一采集模块用于从数据库中采集业务员的基本信息，所述第二采集模块用于从数据库中采集坐席的基本信息；
    分类模块，用于接收采集模块发送的业务员和坐席的基本信息，包括第一分类模块和第二分类模块，所述第一分类模块用于对采集的业务员进行优先级分类，所述第二分类模块用于对采集的坐席进行优先级分类；
    分配模块，用于将经过星级分配的业务员分配至相应的坐席。
  9. 根据权利要求8所述的电子装置，其特征在于，所述业务员呼入分配模块包括第一分配模块和第二分配模块，所述第一分配模块按照业务员的星级和坐席的优先级进行分配，所述第二分配模块按业务员和坐席的区域、年龄、语言划分进行分配。
  10. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质内存储有业务员呼入分配系统，所述呼入分配系统可被至少一个处理器所执行，以实现如下步骤：
    步骤01，采集业务员和坐席的基本信息，
    所述业务员的基本信息包括业务员的业务数据，所述坐席的基本信息包括坐席的服务满意度；
    步骤02，对业务员和坐席分别进行级别分类，
    根据所述业务员的业务数据对业务员进行星级分类，形成业务员的星级标签，根据所述坐席的服务满意度对坐席进行优先级分类，形成坐席的优先级标签；
    步骤03，根据预设的分配策略，将业务员分配至相应的坐席。
  11. 根据权利要求10所述的计算机可读存储介质，其特征在于，步骤01中所述业务员的基本信息还包括：身份证号、业务区域、语言类别、年龄、性别；
    所述坐席的基本信息还包括：身份证号、服务区域、语言类别、年龄、性别。
  12. 根据权利要求10所述的计算机可读存储介质，其特征在于，步骤02中所述业务员的优先级分类包括如下步骤：根据业务员的业务数据计算业务员的综合分数，根据该综合分数对业务员进行星级分类，其中，综合分数大于第一阈值的业务员为3星级，综合分数介于第一阈值和第二阈值之间的业务员为2星级，综合分数小于第二阈值的业务员为1星级，其中第一阈值大于第二阈值，各个星级的优先级顺序为3星级＞2星级＞1星级；
    优选地，所述业务员的综合分数基于所述业务员的业务数据计算得到，所述业务员的业务数据包括业绩量、客户评分，所述综合分数通过如下公式计算：
    Figure PCTCN2018076557-appb-100004
    其中，
    Figure PCTCN2018076557-appb-100005
    f(x，y)为业务员的综合分数函数；
    N为业务员总人数；
    x i，y i分别代表业务员业绩量、客户评分；
    Figure PCTCN2018076557-appb-100006
    分别代表业务员业绩量、客户评分平均值；
    Δ x，Δ y分别代表业务员业绩量处理量纲、客户评分处理量纲；
    k x，k y分别代表不同考核指标权重系数，通常根据各部门需求进行选择。
  13. 根据权利要求10所述的计算机可读存储介质，其特征在于，步骤02中所述坐席的优先级根据客户满意度进行分类包括：根据所述坐席的客户满意度计算坐席的综合评分，所述综合评分通过对坐席预定时间间隔内的客户满意度做平均数获得，所述综合评分大于第三阈值的坐席优先级为A级， 综合评分介于第三阈值和第四阈值之间的坐席优先级为B级，综合评分小于第四阈值的坐席优先级为C级，其中第三阈值大于第四阈值，三个优先级的顺序为A＞B＞C。
  14. 根据权利要求10所述的计算机可读存储介质，其特征在于，所述分配策略包括第一分配策略，所述第一分配策略包括：将星级较高的业务员分配至优先级较高的坐席。
  15. 根据权利要求10所述的计算机可读存储介质，其特征在于，所述分配策略包括第二分配策略，所述第二分配策略包括：对业务员和坐席的区域、年龄、语言进行统计分析，对业务员和坐席的区域、年龄、语言分别进行区域划分、年龄段划分以及语言类别划分，按划分后的区域、年龄段、语言类别对业务员和坐席进行相似匹配。
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