WO2019080415A1

WO2019080415A1 - Client incoming call assignment method and system, computer device and storage medium

Info

Publication number: WO2019080415A1
Application number: PCT/CN2018/076425
Authority: WO
Inventors: 彭青龙; 罗俊杰
Original assignee: 平安科技（深圳）有限公司
Priority date: 2017-10-26
Filing date: 2018-02-12
Publication date: 2019-05-02
Also published as: CN107682576A; CN107682576B

Abstract

Provided in the present application are a client incoming call assignment method and system, a computer device, and a storage medium. Through calling number recognition and identity number recognition, a first operator, an alternative first operator, a second operator in a team, a team leader, any other operator and the like are searched in sequence to determine whether they are online and idle; an operator has a high matching degree is selected for a client so as to solve the demand of the client as much as possible; and in the case where no operator is available for access, a callback/internal call task is set to prompt the corresponding operator to contact the client timely.

Description

Customer incoming line distribution method, system, computer equipment and storage medium

The application claims the priority of the Chinese patent application filed on October 26, 2017, the application number of which is the number of the application of the customer, the system, the computer equipment and the storage medium. The overall content of the Chinese patent application is The manner of reference is incorporated in the present application.

Technical field

The present application relates to the field of customer management technologies, and in particular, to a customer incoming line allocation method, system, computer device, and storage medium.

Background technique

As an invisible service window for enterprises and user terminals to maintain close contact, the call center system plays an increasingly important role in product promotion, product sales, technical support, after-sales service, consulting and complaints, and plays a role in the business activities of enterprises. An increasingly important role.

The agent service is an important way for the call center system to provide services for customers. The agent service refers to the process in which the agent provides the corresponding service to the customer through the support system of the call center.

The agent is generally the customer service staff who answer the question and answer the question, which is an important bridge between the customer and the company. When the customer actively calls the customer service hotline, it is usually randomly assigned to a seat. This random allocation method does not take into account the individual needs of the customer. For example, a user who frequently uses a particular service, when he calls into the call center, may be assigned to a receptionist who is not familiar with the special service, and is familiar with the reception of this special service. It is in an idle state. It can be seen from this situation that the random allocation method obviously cannot realize the full utilization and efficient configuration of resources. How to properly allocate seats to customers' incoming lines, how to obtain customer information in order to distribute seats, there is no better solution in the prior art.

Summary of the invention

The purpose of the present application is to provide a customer incoming line distribution method, system, computer equipment and storage medium for solving the problems existing in the prior art.

To achieve the above objective, the present application provides a customer incoming line allocation method, including the following steps:

Step 01, identifying the calling number of the customer incoming line, if it is identified, step 011 is performed, if not, step 02 is performed;

Step 011, it is determined whether the matching first seat of the customer is online and idle, and if yes, accessing the first agent, if otherwise, executing step 012;

Step 012, determining whether the candidate first seat of the first agent is online and idle, if yes, accessing the candidate first agent, if otherwise, performing step 013;

Step 013, it is determined whether the second agent of the team where the first agent is located is online and idle, if yes, access to the second agent, if otherwise, step 014 is performed;

Step 014, determining whether the team leader of the team where the first agent is located is online and idle, and if yes, accessing the team leader, if otherwise, performing step 03;

Step 02, prompting the customer to enter the ID number, identifying the ID number, if it is identified, step 011 is performed, if not, step 021 is performed;

Step 021, it is determined whether there is an online and idle agent, if yes, access to the agent, if otherwise, step 03;

Step 03, prompting the customer to contact the customer as soon as possible, waiting for the customer to hang up;

Step 04, ending the call, and generating a task for returning to the client;

Step 05: Assign the callback task to the corresponding agent according to the calling number and/or the ID number of the customer.

To achieve the above objective, the present application also provides a customer incoming line distribution system, which includes:

The calling number identification module is adapted to identify the calling number of the customer entering the line;

The agent docking module is configured to determine, when the calling number identification is passed, whether the first seat matched by the customer is online and idle, and if yes, accessing the first agent; determining an alternate first seat of the first agent Whether it is online and idle, if yes, accessing the candidate first agent; determining whether the second agent of the team in which the first agent is located is online and idle, and if so, accessing the second agent; determining the first agent Whether the team leader of the team is online and idle, and if so, accessing the team leader; and is also suitable for judging whether there is an online and idle agent when the calling number and the identification number of the document fail, and if so, accessing the agent;

a document number identification module adapted to identify a document number entered by the customer;

The prompt information module is suitable for prompting the customer to contact the customer as soon as possible;

a task generation module adapted to generate a task for dialing back to the client;

The task assignment module is adapted to assign the callback task to the corresponding agent according to the calling number and/or the ID number of the client.

Further, the prompt information module is further adapted to voice broadcast the service type and prompt the customer to select a button.

To achieve the above object, the present application also provides a computer device comprising a memory, a processor, and a computer program stored on the memory and operable on the processor, the processor implementing the program to implement the following steps:

Step 04, ending the call, and generating a task for returning to the client;

To achieve the above object, the present application also provides a computer readable storage medium having stored thereon a computer program that, when executed by a processor, implements the following steps:

Step 04, ending the call, and generating a task for returning to the client;

The customer incoming line distribution method, system, computer equipment and storage medium provided by the application are identified by the calling number identification and the identification of the identification number, and sequentially search for the first agent, the first seat, the second seat in the team, the team leader, and others. Whether any agent is online and idle, choose a seat with high matching for the customer to solve the customer's needs as much as possible; and set up the callback/internal call task without the agent to provide access, remind the corresponding agent to contact in time. client.

DRAWINGS

1 is a flowchart of Embodiment 1 of a client management method of the present application;

2 is a schematic diagram of a program module of Embodiment 1 of the client management system of the present application;

3 is a schematic structural diagram of hardware of Embodiment 1 of a client management system of the present application;

FIG. 4 is a flowchart of Embodiment 2 of a client management method according to the present application.

Detailed ways

In order to make the objects, technical solutions, and advantages of the present application more comprehensible, the present application will be further described in detail below with reference to the accompanying drawings and embodiments. It is understood that the specific embodiments described herein are merely illustrative of the application and are not intended to be limiting. All other embodiments obtained by a person of ordinary skill in the art based on the embodiments of the present application without departing from the inventive scope are the scope of the present application.

The customer incoming line distribution method, system, computer equipment and storage medium provided by the application are suitable for providing the customer with the most familiar agent access to the active service, thereby improving the user experience. The present application identifies the first agent, the alternate first agent, the second agent in the team, the team leader, any other agent, etc. by the calling number identification and the identification of the ID number, and selects whether the match is high or not. Agents, in order to solve the customer's needs as much as possible; and in the absence of agents to provide access, set up callback / internal call tasks, remind the corresponding agents to contact customers in a timely manner.

Embodiment 1

Referring to FIG. 1, a customer incoming line allocation method of this embodiment includes the following steps:

In step 01, the calling number of the customer incoming line is identified. If the identification is performed, step 011 is performed, and if the identification is not passed, step 02 is performed.

In this step, the calling number is automatically recognized by the system and matched with the phone numbers of all the customers pre-stored in the system. If the matching is consistent, it is considered to identify and recall the customer's information and find the corresponding one. Matching seats. The corresponding matching agent is generally a seat that has been contacted and served with the customer one or more times before, and has a one-to-one binding relationship with the client in the system. In the case that the agent has not left the office, generally not Will unbind.

In step 011, it is determined whether the first seat matched by the customer is online and idle, and if yes, the first agent is accessed, otherwise step 012 is performed.

In this step, after the system finds the first agent corresponding to the matching of the customer, it is determined whether the first agent is online and idle, and if yes, the automatic route is forwarded to the first agent to answer, if the first agent is not online or busy, then Find the alternate first seat of the first agent, that is, perform the next step.

Step 012: Determine whether the candidate first seat of the first agent is online and idle, and if yes, access the candidate first seat, if otherwise, perform step 013.

In this step, the system finds an alternate first seat of the first agent, determines whether the candidate first seat is online and idle, and if so, automatically routes to the alternate first seat to answer, if the first seat is selected. If you are not online or busy, you will find the first agent and other agents in the team where the first agent is seated, and the skill group, and the next step is performed. The alternate first agent generally belongs to the same team and the same skill group as the first agent.

In step 013, it is determined whether the second agent of the team where the first agent is located is online and idle, and if yes, the second agent is accessed, otherwise step 014 is performed.

In this step, the system finds the first agent and the other team in which the first agent is located, and any other agent in the skill group, and judges whether the other seats of the team and the skill group are online and idle, and if so, automatically routes to the other agent. Answer, if the other seats of the team and the skill group are not online or busy, find the team leader of the first agent and the candidate first team and the skill group, and then perform the next step.

In step 014, it is determined whether the team leader of the team in which the first agent is located is online and idle, and if so, the access team is long, if otherwise, step 03 is performed.

In this step, the system finds the team leader of the first agent and the candidate first seat, and the team leader of the skill group, and determines whether the team leader is online and idle, and if so, automatically routes to the team leader to answer, if the team leader If it is not online or busy, go to step 03. Up to this step, the system automatically searches for the corresponding first seat, the second seat, the second agent, and the team leader. All the agents defined as familiar with the customer's business are judged whether they are online and idle, if they are seats. If they are not online or idle, the system will not randomly transfer to other agents who are not familiar with the service, and step 03 will be performed.

In step 02, the customer is prompted to enter the ID number, and the ID number is identified. If the identification is performed, step 011 is performed, and if the identification is not passed, step 021 is performed.

In this step, through the process of step 01 and its sub-steps, the identification of the calling number and the subsequent steps, if the calling number of the customer is the calling number that is very useful for the customer, or reserved with the system If the phone number is inconsistent, but the customer is not a new customer, then the customer needs to be prompted to enter the ID number, such as the ID number, to match the ID card number reserved in the system. If the match is consistent, it is considered to be identified. And the information of the customer is called out and the matching seat corresponding to the customer is found, and then steps 011 to 014 are performed. If the match is not consistent, the customer is considered to be a new customer, and is randomly assigned to an online and idle agent to answer the call.

In step 021, it is determined whether there is an online and idle agent, and if yes, the agent is accessed, otherwise step 03 is performed.

In this step, the system randomly assigns an online and idle agent to answer the call. After the agent is connected, the system generates and displays the client number, phone number, ID card number and other fields of the client, and prompts the agent to complete the entry of other information.

Step 03, prompting the customer to contact the customer as soon as possible, waiting for the customer to hang up.

In this step, all agents and team leaders who are considered to be familiar with the customer's business are not online or busy. The system automatically broadcasts the message to remind the customer that they will contact the customer as soon as possible and wait for the customer to hang up. Preferably, the step further includes voice broadcasting the service type and prompting the customer to select a button for the system to establish a callback task according to the service type.

In step 04, the call is terminated and a task is returned to the client.

In this step, after the system waits for the client to hang up and ends the call, it automatically generates a task to call back to the client. Preferably, the callback task presets a short-term completion time to ensure that the customer is contacted as soon as possible.

Referring to FIG. 2, a customer incoming line distribution system is illustrated. In this embodiment, the customer incoming line distribution system 10 can be 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, and the above-described customer incoming line allocation method can be implemented. A program module as referred to in this application refers to a series of computer program instructions that are capable of performing a particular function, and are more suitable than the program itself to describe the execution of the customer incoming line distribution system 10 in a storage medium. The following description will specifically describe the functions of each program module of this embodiment:

The calling number identification module 11 is adapted to identify the calling number of the customer entering the line;

The agent docking module 12 is configured to determine, when the calling number identification is passed, whether the first seat matched by the customer is online and idle, and if yes, accessing the first agent; determining an alternate first of the first agent Whether the agent is online and idle, if yes, accessing the candidate first agent; determining whether the second agent of the team in which the first agent is located is online and idle, and if so, accessing the second agent; determining the first Whether the team leader of the team is online and idle, and if so, accessing the team leader; and is also suitable for judging whether there is an online and idle agent when the calling number and the identification number of the document fail, and if so, accessing the agent;

The document number identification module 13 is adapted to identify the ID number input by the customer;

The prompt information module 14 is adapted to prompt the customer to contact the customer as soon as possible;

a task generation module 15 adapted to generate a task for dialing back to the client;

The task assignment module 16 is adapted to assign the callback task to the corresponding agent according to the calling number and/or the ID number of the client.

The prompt information module 14 is further adapted to voice broadcast the service type and prompt the customer to select a button. A binding module can also be included, adapted to bind the customer's ID number to the calling number.

The embodiment further provides a computer device, such as a smart phone, a tablet computer, a notebook computer, 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 consisting of multiple servers). The computer device 20 of this embodiment includes at least but not limited to: a memory 21 and a processor 22 communicably connected to each other through a system bus, as shown in FIG. It is noted that FIG. 3 shows only computer device 20 having components 21-22, but it should be understood that not all illustrated components may be implemented and that more or fewer components may be implemented instead.

In this embodiment, the memory 21 (ie, the readable storage medium) includes a flash memory, a hard disk, a multimedia card, a card type memory (for example, an SD or DX memory, etc.), a random access memory (RAM), a 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. In some embodiments, memory 21 may be an internal storage unit of computer device 20, such as a hard disk or memory of computer device 20. In other embodiments, the memory 21 may also be an external storage device of the computer device 20, such as a plug-in hard disk equipped on the computer device 20, a smart memory card (SMC), and a secure digital (Secure Digital, SD) card, flash card, etc. Of course, the memory 21 can also include both internal storage units of the computer device 20 as well as external storage devices thereof. In this embodiment, the memory 21 is generally used to store an operating system installed in the computer device 20 and various types of application software, such as the program code of the customer incoming line distribution system 10 of the second embodiment. Further, the memory 21 can also be used to temporarily store various types of data that have been output or are to be output.

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 computer device 20. In this embodiment, the processor 22 is configured to run program code or process data stored in the memory 21, such as running the customer incoming line distribution system 10 and the like.

The embodiment further provides a computer readable storage medium such as a flash memory, a hard disk, a multimedia card, a card type memory (for example, SD or DX memory, etc.), a random access memory (RAM), a static random access memory (SRAM), and only Read memory (ROM), electrically erasable programmable read only memory (EEPROM), programmable read only memory (PROM), magnetic memory, magnetic disk, optical disk, server, App application store, etc., on which a computer program is stored. The program implements the corresponding function when executed by the processor. The computer readable storage medium of this embodiment is used to store the customer incoming line distribution system 10, and when executed by the processor, implements the customer incoming line allocation method of the first embodiment.

Embodiment 2

Referring to FIG. 4, the customer incoming line allocation method of this embodiment is based on the first embodiment, and includes the following steps:

In this step, the calling number is automatically recognized by the system and matched with the phone numbers of all the customers pre-stored in the system. If the matching is consistent, it is considered to identify and recall the customer's information and find the corresponding one. Matching seats.

Step 013: Determine whether the second agent of the team where the first agent is located is online and idle, and if yes, access the second agent, if otherwise, perform step 014.

Step 02, prompting the customer to input the ID number, identifying the ID number, and if by identification, binding the ID number to the calling number dialed by the customer, so that the customer can dial in the next time using the calling number. , can be identified, and step 011 is performed, if not, step 021 is performed.

In this step, through the process of step 01 and its sub-steps, the identification of the calling number and the subsequent steps, if the calling number of the customer is the calling number that is very useful for the customer, or reserved with the system If the phone number is inconsistent, but the customer is not a new customer, then the customer needs to be prompted to enter the ID number to match the ID card number reserved in the system. If the match is consistent, it is considered to be identified and called. The customer's information and the matching agent corresponding to the customer are found, and steps 011 to 014 are performed. If the match is not consistent, the customer is considered to be a new customer, and is randomly assigned to an online and idle agent to answer the call.

In step 04, the call is terminated and a task is returned to the client.

In this step, there are two cases: first, if the calling number or the ID number is identified, the callback task is assigned to the agent corresponding to the customer, that is, the first agent; and second, if the calling party If the number and ID number identification fails, the callback task is assigned to the agent who is online and has the least amount of tasks according to the type of service selected by the customer before hang up.

For the first case, the method further includes a step 06 of monitoring whether the agent completes the callback task within a preset time, and if not, pushing the reminder and prioritizing the callback task; for the second case, further including the step 06. Monitor whether the agent completes the callback task within a preset time. If not, the callback task is assigned to other agents who are online and have the least amount of current tasks (preferably, the agents who are not completed tasks are the same) The team, the skill group's agent, because of the type of business selected by the customer, and prioritize the callback task.

The serial numbers of the embodiments of the present application are merely for the description, and do not represent the advantages and disadvantages of the embodiments.

Through the description of the above embodiments, those skilled in the art can clearly understand that the foregoing embodiment method can be implemented by means of software plus a necessary general hardware platform, and of course, can also be through hardware, but in many cases, the former is better. Implementation.

The above is only a preferred embodiment of the present application, and is not intended to limit the scope of the patent application, and the equivalent structure or equivalent process transformations made by the specification and the drawings of the present application, or directly or indirectly applied to other related technical fields. The same is included in the scope of patent protection of this application.

Claims

A method for customer incoming line distribution, comprising the steps of:

Step 01, identifying the calling number of the customer incoming line, if it is identified, step 011 is performed, if not, step 02 is performed;

Step 011, it is determined whether the matching first seat of the customer is online and idle, and if yes, accessing the first agent, if otherwise, executing step 012;

Step 012, determining whether the candidate first seat of the first agent is online and idle, if yes, accessing the candidate first agent, if otherwise, performing step 013;

Step 013, it is determined whether the second agent of the team where the first agent is located is online and idle, if yes, access to the second agent, if otherwise, step 014 is performed;

Step 014, determining whether the team leader of the team where the first agent is located is online and idle, and if yes, accessing the team leader, if otherwise, performing step 03;

Step 02, prompting the customer to enter the ID number, identifying the ID number, if it is identified, step 011 is performed, if not, step 021 is performed;

Step 021, it is determined whether there is an online and idle agent, if yes, access to the agent, if otherwise, step 03;

Step 03, prompting the customer to contact the customer as soon as possible, waiting for the customer to hang up;

Step 04, ending the call, and generating a task for returning to the client;

Step 05: Assign the callback task to the corresponding agent according to the calling number and/or the ID number of the customer.
The customer incoming line allocation method according to claim 1, wherein in step 02, if it is identified, the method further comprises binding the customer's ID number to the calling number.
The customer incoming line allocation method according to claim 1, wherein the step 05 comprises: if the calling number or the identification number is passed, assigning the callback task to the agent corresponding to the customer.
The customer incoming line allocation method according to claim 3, further comprising a step 06 of monitoring whether the agent completes the callback task within a preset time, and if not, pushing the reminder and prioritizing the callback task level.
The customer incoming line allocation method according to claim 1, wherein the step 05 further comprises: if the calling number and the identification number are not passed, assigning the callback task to the agent who is online and has the least amount of tasks.
The customer incoming line allocation method according to claim 5, wherein the step 03 further comprises: voice broadcasting the service type and prompting the customer to select the button; and step 05 further comprises assigning the callback task to the online and current according to the service type selected by the customer. The agent with the least amount of tasks.
The customer incoming line allocation method according to claim 6, further comprising a step 06 of monitoring whether the agent completes the callback task within a preset time, and if not, transferring the callback task to other online And the agent with the least amount of tasks at present, and prioritize the callback task.
A customer incoming line distribution system, characterized in that it comprises:

The calling number identification module is adapted to identify the calling number of the customer entering the line;

The agent docking module is configured to determine, when the calling number identification is passed, whether the first seat matched by the customer is online and idle, and if yes, accessing the first agent; determining an alternate first seat of the first agent Whether it is online and idle, if yes, accessing the candidate first agent; determining whether the second agent of the team in which the first agent is located is online and idle, and if so, accessing the second agent; determining the first agent Whether the team leader of the team is online and idle, and if so, accessing the team leader; and is also suitable for judging whether there is an online and idle agent when the calling number and the identification number of the document fail, and if so, accessing the agent;

a document number identification module adapted to identify a document number entered by the customer;

The prompt information module is suitable for prompting the customer to contact the customer as soon as possible;

a task generation module adapted to generate a task for dialing back to the client;

The task assignment module is adapted to assign the callback task to the corresponding agent according to the calling number and/or the ID number of the customer.
A computer device, comprising a memory, a processor, and a computer program stored on the memory and operable on the processor, the processor implementing the program to implement the following steps:

Step 01, identifying the calling number of the customer incoming line, if it is identified, step 011 is performed, if not, step 02 is performed;

Step 011, it is determined whether the matching first seat of the customer is online and idle, and if yes, accessing the first agent, if otherwise, executing step 012;

Step 012, determining whether the candidate first seat of the first agent is online and idle, if yes, accessing the candidate first agent, if otherwise, performing step 013;

Step 013, it is determined whether the second agent of the team where the first agent is located is online and idle, if yes, access to the second agent, if otherwise, step 014 is performed;

Step 014, determining whether the team leader of the team where the first agent is located is online and idle, and if yes, accessing the team leader, if otherwise, performing step 03;

Step 02, prompting the customer to enter the ID number, identifying the ID number, if it is identified, step 011 is performed, if not, step 021 is performed;

Step 021, it is determined whether there is an online and idle agent, if yes, access to the agent, if otherwise, step 03;

Step 03, prompting the customer to contact the customer as soon as possible, waiting for the customer to hang up;

Step 04, ending the call, and generating a task for returning to the client;

Step 05: Assign the callback task to the corresponding agent according to the calling number and/or the ID number of the customer.
The computer device according to claim 9, wherein in step 02, by identifying, the method further comprises binding the customer's ID number to the calling number.
The computer device of claim 9 wherein step 05 includes assigning the callback task to an agent that corresponds to the client if the calling number or the identification number is passed.
The computer device according to claim 11, further comprising a step 06 of monitoring whether the agent completes the callback task within a preset time, and if not, pushing the reminder and prioritizing the callback task.
The computer device of claim 1, wherein the step 05 further comprises assigning the callback task to the agent who is online and has the least amount of tasks if the calling number and the identification number are not passed.
The computer device according to claim 13, wherein the step 03 further comprises: voice broadcasting the service type and prompting the customer to select the button; the step 05 further comprising assigning the callback task to the online according to the service type selected by the customer and the current task is the least The seat.
A computer readable storage medium having stored thereon a computer program, wherein the program is executed by a processor to implement the following steps:

Step 01, identifying the calling number of the customer incoming line, if it is identified, step 011 is performed, if not, step 02 is performed;

Step 011, it is determined whether the matching first seat of the customer is online and idle, and if yes, accessing the first agent, if otherwise, executing step 012;

Step 012, determining whether the candidate first seat of the first agent is online and idle, if yes, accessing the candidate first agent, if otherwise, performing step 013;

Step 013, it is determined whether the second agent of the team where the first agent is located is online and idle, if yes, access to the second agent, if otherwise, step 014 is performed;

Step 014, determining whether the team leader of the team where the first agent is located is online and idle, and if yes, accessing the team leader, if otherwise, performing step 03;

Step 02, prompting the customer to enter the ID number, identifying the ID number, if it is identified, step 011 is performed, if not, step 021 is performed;

Step 021, it is determined whether there is an online and idle agent, if yes, access to the agent, if otherwise, step 03;

Step 03, prompting the customer to contact the customer as soon as possible, waiting for the customer to hang up;

Step 04, ending the call, and generating a task for returning to the client;

Step 05: Assign the callback task to the corresponding agent according to the calling number and/or the ID number of the customer.
The computer readable storage medium according to claim 15, wherein in step 02, by identifying, the method further comprises binding the client's ID number to the calling number.
The computer readable storage medium of claim 15, wherein step 05 comprises assigning the callback task to an agent that corresponds to the client if the calling number or the identification number is passed.
The computer readable storage medium according to claim 17, further comprising a step 06 of monitoring whether the agent completes the callback task within a preset time, and if not, pushing the reminder and prioritizing the callback task level.
The computer readable storage medium of claim 15, wherein the step 05 further comprises assigning the callback task to the agent who is online and has the least amount of tasks if the calling number and the identification number are not passed.
The computer readable storage medium according to claim 19, wherein the step 03 further comprises: voicecasting the service type and prompting the customer to select the button; the step 05 further comprising assigning the callback task to the online and current according to the type of service selected by the customer. The agent with the least amount of tasks.