WO2019140798A1

WO2019140798A1 - User satisfaction reviewing method, device and apparatus, and storage medium

Info

Publication number: WO2019140798A1
Application number: PCT/CN2018/083769
Authority: WO
Inventors: 刘哲
Original assignee: 平安科技（深圳）有限公司
Priority date: 2018-01-17
Filing date: 2018-04-19
Publication date: 2019-07-25
Also published as: CN108229978B; CN108229978A

Abstract

The present application discloses a user satisfaction reviewing method, a device and an apparatus, and a storage medium. The user satisfaction reviewing method comprises: after a communication between an agent and a user is completed, detecting whether a telephone NPS scoring function is enabled, and if the telephone NPS scoring function is not enabled, detecting whether a short message NPS scoring function is enabled; when the telephone NPS scoring function is enabled, successively determining whether the current call satisfies a condition of each preset telephone NPS scoring, and when the current call satisfies all the conditions of telephone NPS scoring, invoking a telephone platform to initiate NPS scoring by the client, otherwise, detecting whether the short message NPS scoring function is enabled; when the short message NPS scoring function is enabled, determining whether the current call satisfies each preset short message NPS scoring condition, and when the current call satisfies all the short message NPS scoring conditions, invoking a short message platform to initiate NPS scoring to the client. The present application enables that the data acquisition of the NPS no longer needs to be handled by the agent, freeing up manpower, and ensuring no subjective intervention from the agent.

Description

Customer satisfaction return method, device, device and storage medium

This application claims priority to Chinese Patent Application No. 201810045025.1, entitled "Customer Satisfaction Return Method, Equipment and Storage Media", filed on January 17, 2018, the entire contents of which are hereby incorporated by reference. Combined in this application.

Technical field

The present application relates to the field of electronic technologies, and in particular, to a customer satisfaction return method, device, device, and storage medium.

Background technique

In order to better serve the customer, after the user terminal and the customer service personnel in the telephone agent system complete the call, the telephone agent system generally sends a satisfaction survey phone or short message to the user terminal, and after receiving the satisfaction survey, the user terminal according to the The satisfaction response survey results required by the satisfaction survey, and the telephone agent system extracts the satisfaction degree of the user after receiving the satisfaction survey result of the user terminal reply.

In the specific implementation process, in order to obtain the survey data, the management either stipulates that the agent asks the customer to give an evaluation when the telephone service is available, or arranges other experts to return. The former will waste the time of the seat, and the customer will give inaccurate results because of the subjective inquiry of the agent, and can not ensure that the data collected by the agent must be given by the customer. The latter needs to increase manpower, and it takes extra time for customers to ask about the quality of service, which will make customers feel troublesome and experience less. Moreover, management personnel cannot accurately know whether the service is helpful to the customer, how much help is available, and how satisfied the customer is with the service attitude of the agent.

Therefore, the prior art has yet to be improved and developed.

Summary of the invention

In view of the above-mentioned deficiencies of the prior art, the purpose of the present application is to provide a customer satisfaction return method, device, device and storage medium, which can automatically determine whether to conduct a satisfaction survey on a customer according to preset conditions, and ensure that there is no The subjective intervention of the agent saves manpower.

In order to achieve the above objectives, the present application adopts the following technical solutions:

A customer satisfaction return method includes the following steps:

After the agent has finished talking with the customer, it is detected whether the NPS scoring function of the phone is turned on, and if the NPS scoring function of the phone is not turned on, it is detected whether the NPS scoring function of the short message is enabled;

When the NPS scoring function of the phone is turned on, it is determined in turn that the current call satisfies the conditions of each preset NPS scoring. When the call satisfies all the conditions of the NPS scoring of the call, the calling platform is called to initiate a NPS scoring to the client, otherwise the short message is detected. Whether the NPS scoring function is enabled;

When the short message NPS scoring function is enabled, it is judged whether the current call satisfies the condition of each preset short message NPS score, and when the call satisfies all the short message NPS scoring conditions, the short message platform is called to initiate an NPS score to the customer.

A customer satisfaction returning device, including a processor, a memory, and a communication bus;

Storing on the memory is a computer readable program executable by the processor;

The communication bus implements connection communication between the processor and the memory;

The processor implements the steps in the customer satisfaction return method as described above when executing the computer readable program.

A customer satisfaction return visit device, including:

The scoring function detecting module is configured to detect whether the NPS scoring function of the phone is turned on after the agent has finished talking with the client, and if the NPS scoring function of the phone is not turned on, detecting whether the NPS scoring function of the short message is enabled;

The NPS scoring detection module is configured to determine, when the NPS scoring function of the phone is turned on, that the current call satisfies the condition of each preset NPS scoring, and when the call satisfies all the conditions of the NPS scoring of the call, the calling platform is invoked. The client initiates NPS scoring, otherwise it detects whether the SMS NPS scoring function is enabled;

The short message NPS scoring detection module is configured to determine whether the current call meets the conditions of each preset short message NPS score when the short message NPS scoring function is enabled, and invokes the short message platform when the current call satisfies all the short message NPS scoring conditions. The customer initiates an NPS score.

A computer readable storage medium storing one or more programs, the one or more programs being executable by one or more processors to effect a customer satisfaction return visit as described above The steps in the method.

Compared with the prior art, in the customer satisfaction return method, device and storage medium provided by the present application, the customer satisfaction return method includes detecting whether the NPS scoring function of the phone is turned on after the agent and the customer finish talking, if the phone NPS If the scoring function is not enabled, it will detect whether the SMS NPS scoring function is enabled. After the NPS scoring function is enabled, it is determined in turn that the current call satisfies the conditions of each preset NPS scoring, and when the call satisfies all the NPS scoring conditions of the call. When the calling platform is called to initiate NPS scoring to the client, otherwise it is detected whether the short message NPS scoring function is enabled; then, when the short message NPS scoring function is enabled, it is judged whether the current call meets the conditions of each preset short message NPS scoring, and in this call When all the SMS NPS scoring conditions are met, the SMS platform is called to initiate an NPS score to the client. By determining whether the call meets the preset NPS scoring conditions, the present application can automatically initiate NPS scoring for the customer, and obtain the satisfaction of the customer, so that the data collection of the NPS no longer needs to arrange the agent processing, liberating the manpower, and guaranteeing that there is no The subjective intervention of the agent, and let the customer evaluate it when the customer accepts the service, the result is more accurate, and can make the customer feel simple and professional, and the NPS scoring conditions can be freely and flexibly configured, and only the management personnel can configure the backend. There is no need to conduct large-scale publicity of the seats, and it is more convenient and quick to change.

DRAWINGS

FIG. 1 is a flowchart of a customer satisfaction return method provided by the present application;

2 is a flowchart of step S200 in the method for returning customer satisfaction provided by the present application;

FIG. 3 is a flowchart of step S300 in the method for returning customer satisfaction according to the present application;

4 is a flowchart of a preferred embodiment of a customer satisfaction return method provided by the present application;

5 is a schematic diagram of an operating environment of a preferred embodiment of a customer satisfaction returning procedure of the present application;

6 is a functional block diagram of a preferred embodiment of a system for installing a customer satisfaction return visit procedure of the present application.

Detailed ways

In view of the shortcomings in the prior art that the customer satisfaction and the customer satisfaction survey labor cost are not accurately obtained, the purpose of the application is to provide a customer satisfaction return method, device and storage medium, which can automatically judge according to preset conditions. Satisfaction surveys are conducted on customers to ensure that there is no subjective intervention in the seats and save manpower.

In order to make the objects, technical solutions and effects of the present application more clear and clear, the present application will be further described in detail below with reference to the accompanying drawings. It is understood that the specific embodiments described herein are merely illustrative of the application and are not intended to be limiting.

Referring to FIG. 1 , the customer satisfaction return method provided by the present application includes the following steps:

S100: After the agent and the customer finish the call, check whether the NPS scoring function of the phone is turned on, and if the NPS scoring function of the phone is not turned on, check whether the NPS scoring function of the short message is enabled.

In this embodiment, first, the customer communicates with the agent by telephone, and the agent serves the customer by telephone, for example, regarding the type of insurance, the income that can be obtained by purchasing insurance, and the like, so that the customer can fully receive the service of the agent, wherein the telephone communication includes The phone that the customer enters and the phone that the agent calls the customer. In the phone communication, the agent informs the customer that there is an NPS scoring function. After the phone communication is completed, the system determines that the agent has finished the call, and then starts detecting the phone. Whether the NPS scoring function is enabled, if it is turned on, it is judged whether the NPS scoring is performed by the NPS scoring method of the telephone. Otherwise, whether the NPS scoring function of the short message is detected is turned on, and the short message NPS scoring method is further used to determine whether to perform the NPS scoring of the short message, wherein NPS Is a net recommendation value, also known as the net promoter score, also known as word of mouth, is an index that measures the likelihood that a customer will recommend a certain business or service to others. This application uses the NPS score. Analyze customer satisfaction to further better serve customers, including NPS scores including outgoing NPS scores and incoming NPS scores.

Further, the administrator can configure different NPS scoring modes to be turned on or off according to different services. For example, for the uncommon business, the NPS scoring function of the phone can be set to be disabled, and only the NPS scoring function of the short message is enabled, for important business configurations. The NPS scoring function of the telephone is turned on, etc., so that the system can freely configure the NPS scoring mode according to the actual situation, and can fully obtain the satisfaction of the customer in the case of ensuring the intervention of the supervisor without the agent, and facilitate the follow-up service to be better.

S200. When the NPS scoring function of the phone is turned on, it is determined in turn that the current call satisfies the condition of each preset NPS scoring. When the call satisfies all the conditions of the NPS scoring of the call, the calling platform is called to initiate a NPS scoring to the client, otherwise Check if the SMS NPS score function is enabled.

In this embodiment, in the background, the NPS scoring condition is configured, wherein the NPS scoring condition includes a phone NPS scoring condition and a short message NPS scoring condition, and the phone NPS scoring condition is prioritized over the short message NPS scoring condition. When the call does not meet the NPS score condition of the phone, it is judged whether the call satisfies the condition of the short message NPS. In addition, all the NPS scoring conditions are pre-set in advance. After the agent and the customer have finished communicating, it is determined whether the call satisfies the preset NPS scoring conditions, and then according to the result, it is determined whether the satisfaction survey is initiated on the client, wherein The NPS scoring conditions may be adjusted in real time according to actual conditions. In specific implementation, the NPS scoring conditions of the phone include, in order of priority, a first preset interval time, a client type, and a probability of a phone NPS scoring trigger, and a management personnel. Different NPS scoring conditions can be configured according to different services, so that the system can freely configure the NPS scoring conditions according to the actual situation, so that the customer satisfaction can be fully obtained under the condition of ensuring the intervention of the agent without the agent, thereby being better. Follow-up services.

Further, when it is judged that the current call satisfies all the preset telephone NPS conditions, the system calls other platforms to initiate an NPS score, wherein the system is connected to an external telephone platform, and is called when the telephone NPS score is required. The external telephone platform automatically initiates customer satisfaction surveys, reducing the load on the system, increasing the usability of the system and avoiding collapse due to excessive system load.

In addition, the priority of the NPS scoring condition of the telephone is greater than the short message NPS scoring condition, and when all the NPS scoring conditions of the telephone are satisfied, the customer satisfaction survey of the telephone mode is initiated, and when any NPS scoring condition of the telephone is not satisfied, That is to say, whether the short message NPS scoring function is enabled, and when all the short message NPS scoring conditions are satisfied, the customer satisfaction survey of the short message mode is initiated, otherwise the customer satisfaction survey is not performed on the current call, thereby ensuring the stability of the system, and It is more intelligent to judge whether to initiate a customer satisfaction survey, no need to add manpower to conduct customer satisfaction surveys, and to ensure subjective intervention without agents.

As shown in FIG. 2, it is a flowchart of step S200 in the method for returning customer satisfaction provided by the present application, which includes the following steps:

S201. Determine whether the NPS score is sent to the customer of the current call within the first preset interval. If yes, the type of the client is detected, otherwise, whether the short message NPS scoring function is enabled is determined.

S202: Determine whether the type of the customer is a specific customer type, and if yes, obtain a probability of triggering the NPS score of the call, or determine whether the short message NPS scoring function is enabled;

S203. Determine whether the probability of hitting the NPS scoring trigger of the call is performed. If yes, the calling platform is called to initiate an NPS score to the client, otherwise it is determined whether the short message NPS scoring function is enabled.

In this embodiment, the condition of the preset call NPS score includes the preset interval time, the client type, and the trigger probability in a priority order, and is determined only when the current call meets the previous priority NPS scoring condition. Whether the current call meets the NPS scoring condition of the next priority, and when any of the NPS scoring conditions are not satisfied, it is automatically determined whether the short message NPS scoring function is enabled, and whether the current call satisfies the short message NPS scoring condition, thereby enabling Intelligent judgment whether to initiate a satisfaction survey for the customers of this call. The first interval can be set to one week, two weeks, and the like, and can be set according to actual conditions. In a preferred embodiment, the first interval is one week, which ensures that the customer can obtain the best user experience. The specific customer type may be set according to actual conditions. For example, if the specific customer type is a VIP customer, the system only initiates a satisfaction survey of the telephone mode of the VIP client; the probability of the NPS scoring trigger may be based on a specific service. The situation is set, for example, the probability of setting the NPS scoring trigger is 0.7. When the probability of hitting the NPS scoring trigger is hit, the satisfaction survey is initiated for the current call, and the present application can determine the condition of multiple phone NPS scoring. Intelligent customer satisfaction surveys to ensure customers get the best service experience, and all satisfaction surveys are automatically initiated by the system, no need to arrange agent processing, liberate manpower, and ensure subjective intervention without agents In addition, the customer satisfaction survey allows the customer to evaluate when the customer accepts the service, and the result is more accurate and can make the customer feel Simple and professional.

Further, the method for determining whether to hit the probability of the NPS scoring trigger in the present application is specifically that the random number is generated by JAVA according to the probability of the obtained call NPS scoring, the random number includes a hit and a miss, if the generated random number is If the hit is determined, the probability of hitting the call score is determined. If the generated random number is missed, the probability of the missed call NPS score trigger is determined. For example, the probability of the preset call NPS score trigger is 0.7, then JAVA generates Of the two random numbers (hit and miss), the probability of random hits is 0.7, and the probability of random hits is 0.3, which enables a satisfaction survey to be initiated to the customer based on smarter, and does not unconditionally report to the customer. Initiate a satisfaction survey to ensure that customers do not feel resistant to the company because of frequent satisfaction surveys.

S300: When the short message NPS scoring function is enabled, determine whether the current call meets the conditions of each preset short message NPS score, and when the call satisfies all the short message NPS scoring conditions, the short message platform is called to initiate an NPS score to the client.

In this embodiment, the method for determining the short message NPS score is similar to the manner for determining the NPS score of the phone. The short message NPS score condition includes the second preset interval time, the client type, and the short message NPS score triggering in order of priority. Probability, managers can configure different SMS NPS scoring conditions according to different services, so that the system can freely configure SMS NPS scoring conditions according to actual conditions, and fully obtain customer satisfaction under the condition of ensuring no agent intervention. This will enable better follow-up services.

Further, when it is determined that the current call satisfies all the preset short message NPS conditions, the system calls other platforms to initiate a short message NPS score, wherein the system communicates with an external short message platform, and when the short message NPS score is needed, Calling the SMS platform to automatically initiate customer satisfaction surveys reduces the load on the system, increases the usability of the system, and avoids crashes due to excessive system load.

As shown in FIG. 3, it is a flowchart of step S300 in the method for returning customer satisfaction provided by the present application, which includes the following steps:

S301. Determine whether the NPS score is sent to the client of the call in the second preset interval. If yes, the type of the client is detected, otherwise the NPS score is not performed on the call.

S302. Determine whether the type of the client is a specific client type. If yes, obtain the probability of triggering the NPS score of the short message; otherwise, the call is not subjected to NPS scoring;

S1033: Determine whether the probability of hitting the short message NPS score triggering is performed. If yes, the short message platform is called to initiate an NPS score to the client, otherwise the NPS score is not performed for the call.

In this embodiment, the condition of the preset short message NPS score includes the preset interval time, the client type, and the trigger probability in a priority order, and is determined only when the current call meets the previous priority NPS scoring condition. Whether the current call meets the NPS scoring condition of the next priority, and when any of the NPS scoring conditions are not satisfied, the NPS scoring is not performed for the current call, so that it is possible to more intelligently determine whether the customer of the call is present. Initiate a satisfaction survey. The second interval may be set to one week, two weeks, and the like, and may be specifically set according to actual conditions. In the preferred embodiment, the second interval is one week to ensure that the customer can obtain the best user experience. The specific customer type may be set according to actual conditions. For example, if the specific customer type is a VIP customer, the system only initiates a satisfaction survey of the short message mode of the VIP client; the probability of the NPS scoring trigger may be based on a specific service. The situation is set, for example, the probability of setting the NPS scoring trigger is 0.7, and when the probability of hitting the NPS scoring trigger is hit, the satisfaction survey is initiated for the current call, and the present application can determine the condition of scoring multiple short messages by the NPS. Intelligent customer satisfaction surveys to ensure customers get the best service experience, and all satisfaction surveys are automatically initiated by the system, no need to arrange agent processing, liberate manpower, and ensure subjective intervention without agents In addition, the customer satisfaction survey allows the customer to evaluate when the customer accepts the service, and the result is more accurate and can make the customer feel Simple and professional.

Further, the method for determining whether to hit the probability of the NPS scoring trigger in the present application is specifically that the JAVA generates a random number according to the probability of the obtained short message NPS scoring trigger, the random number includes a hit and a miss, if the generated random number is If the hit is determined, the probability of hitting the call is triggered. If the generated random number is missed, the probability of the missed SMS NPS score trigger is determined. For example, the probability of the default SMS NPS score trigger is 0.6, then JAVA generates Of the two random numbers (hit and miss), the probability of random hits is 0.6, and the probability of random hits is 0.4, which enables a satisfaction survey to be initiated to the customer based on smarter, and does not unconditionally reach the customer. Initiate a satisfaction survey to ensure that customers do not feel resistant to the company because of frequent satisfaction surveys.

This application further determines whether NPS scores are performed by judging whether the call meets the NPS scoring conditions, avoids blind customer satisfaction surveys, and does not require large-scale publicity of the agents. All satisfaction survey procedures are automatically completed by the system. The degree of intelligence is higher, avoiding subjective intervention by agents.

In a further embodiment, the method for returning customer satisfaction provided by the application further includes: receiving a score of the customer fed back by the telephone platform or the short message platform and saving the result.

In this embodiment, after the customer scores, the scored result is fed back to the phone platform or the short message platform, and after receiving the score of the customer, the phone platform or the short message platform returns the score of the customer to the system. The system saves the score results for subsequent analysis by the management personnel.

For a better understanding of the present application, the technical solution of the present application is described in detail below with reference to FIG.

Step 1000: The agent communicates with the customer by telephone;

Step 2000, after the agent tells the service, there is a customer scoring function, and hang up the phone;

Step 3000, the system detects the hang up, and queries whether the switch of the phone NPS is turned on. If yes, step 4000 is performed, otherwise step 10000 is performed;

Step 4000, detecting whether a telephone survey has been initiated within one week, if yes, executing step 5000, otherwise performing step 10000;

Step 5000, detecting whether the client type is a VIP client, if yes, executing step 6000, otherwise performing step 10000;

Step 6000, detecting whether other trigger conditions are met, if yes, executing step 7000, otherwise performing step 10000;

Step 7000: Obtain a trigger probability of the phone NPS.

Step 8000, determining whether the probability hits, if yes, executing step 9000, otherwise performing step 10000;

Step 9000, recording the NPS of the call, preparing parameters, and calling the NPS interface of the telephone platform;

Step 10000: Query whether the short message NPS switch is turned on, if yes, execute step 10000, otherwise end the NPS score;

Step 10100: Detect whether a short message survey is initiated within one week, if yes, execute step 10200, otherwise end the NPS score;

Step 10200: Detect whether the client type is the selected trigger type, if yes, execute step 10300, otherwise end the NPS score;

Step 10300: Acquire a trigger probability of the short message NPS.

Step 10400, recording the short message NPS, preparing parameters, and calling the short message platform NPS interface.

By determining whether the call meets the preset NPS scoring conditions, the present application can automatically initiate NPS scoring for the customer, and obtain the satisfaction of the customer, so that the data collection of the NPS no longer needs to arrange the agent processing, liberating the manpower, and guaranteeing that there is no The subjective intervention of the agent, and let the customer evaluate it when the customer accepts the service, the result is more accurate, and can make the customer feel simple and professional, and the NPS scoring conditions can be freely and flexibly configured, and only the management personnel can configure the backend. There is no need to conduct large-scale publicity of the seats, and it is more convenient and quick to change.

As shown in FIG. 5, based on the above customer satisfaction return method, the application further provides a customer satisfaction returning device, which may be a mobile terminal, a desktop computer, a notebook, a palmtop computer, and A computing device such as a server. The customer satisfaction return visit device includes a processor 10, a memory 20, and a display 30. Figure 5 shows only some of the components of the customer satisfaction return visit device, but it should be understood that not all illustrated components may be implemented, and more or fewer components may be implemented instead.

The memory 20, in some embodiments, may be an internal storage unit of the customer satisfaction returning device, such as a hard disk or memory of a customer satisfaction returning device. In other embodiments, the memory 20 may also be an external storage device of the customer satisfaction returning device, for example, a plug-in hard disk equipped on the customer satisfaction returning device, and a smart memory card (Smart Media Card, SMC), Secure Digital (SD) card, flash card (Flash) Card) and so on. Further, the memory 20 may also include both an internal storage unit of the customer satisfaction returning device and an external storage device. The memory 20 is configured to store application software and various types of data installed on the customer satisfaction returning device, such as the program code for installing the customer satisfaction returning device. The memory 20 can also be used to temporarily store data that has been output or is about to be output. In an embodiment, the customer satisfaction return program 40 is stored on the memory 20, and the customer satisfaction return program 40 can be executed by the processor 10 to implement the customer satisfaction return method of the embodiments of the present application.

The processor 10 may be a central processing unit (Central Processing Unit) in some embodiments. A CPU, microprocessor or other data processing chip for running program code or processing data stored in the memory 20, such as executing the customer satisfaction return method or the like.

The display 30 may be an LED display, a liquid crystal display, a touch liquid crystal display, and an OLED (Organic) in some embodiments. Light-Emitting Diode, organic light emitting diodes), etc. The display 30 is used to display information on the customer satisfaction returning device and a user interface for displaying visualization, such as NPS scoring results and the like. The components 10-30 of the customer satisfaction returning device communicate with each other through the system bus.

In an embodiment, the steps of the various embodiments in the method of returning to the customer satisfaction process are implemented when the processor 10 executes the customer satisfaction return procedure 40 in the memory 20.

Please refer to FIG. 6, which is a functional block diagram of a preferred embodiment of a system for installing a customer satisfaction return procedure for the present application. In this embodiment, the system for installing the customer satisfaction return program can be divided into one or more modules, the one or more modules being stored in the memory 20 and being processed by one or more processors (this Embodiments are performed by the processor 10) to complete the application. For example, in FIG. 6, the system for installing the customer satisfaction return program can be divided into a scoring function detecting module 21, a telephone NPS scoring detecting module 22, and a short message NPS scoring detecting module 23. A 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 customer satisfaction returning program in the customer satisfaction returning device. The following description will specifically describe the functions of the modules 21-23.

The scoring function detecting module 21 is configured to detect whether the NPS scoring function of the phone is turned on after the agent has finished talking with the client, and if the NPS scoring function of the phone is not turned on, detecting whether the NPS scoring function of the short message is enabled;

The NPS scoring detection module 22 is configured to determine, when the NPS scoring function of the phone is turned on, that the current call satisfies the condition of each preset NPS scoring, and when the current call satisfies all the conditions of the NPS scoring of the call, the calling platform is called. Initiating an NPS score to the client, otherwise detecting whether the SMS NPS scoring function is enabled;

The short message NPS score detection module 23 is configured to determine whether the current call meets the conditions of each preset short message NPS score when the short message NPS score function is enabled, and invokes the short message platform when the current call meets all the short message NPS score conditions. Initiate NPS scores to customers.

The phone NPS scoring condition includes, in order of priority, a first preset interval time, a client type, and a probability of a phone NPS scoring trigger, and the short message NPS scoring condition includes a second preset interval time in order of priority. The probability of triggering the customer type and SMS NPS score.

The phone NPS score detection module 22 includes:

The first interval time determining unit is configured to determine whether the phone NPS score is initiated for the client of the current call within the first preset interval, and if yes, the type of the client is detected, otherwise, whether the short message NPS scoring function is enabled is determined;

The first client type determining unit is configured to determine whether the type of the client is a specific client type, and if yes, obtain the probability of the NPS scoring trigger of the call, otherwise determine whether the short message NPS scoring function is enabled;

The first probability hitting unit is configured to determine whether the probability of hitting the NPS scoring trigger of the current call is determined. If yes, it is determined that the current call satisfies the condition of the preset NPS scoring, otherwise it is determined whether the short message NPS scoring function is enabled.

The first preset interval time is one week.

The short message NPS score detection module 23 includes:

The second interval time judging unit is configured to determine whether the NPS score is sent to the client of the current call in the second preset interval, and if yes, the type of the client is detected, otherwise the NPS score is not performed on the call. ;

The second client type determining unit is configured to determine whether the type of the client is a specific client type, and if yes, obtain the probability of triggering the NPS score of the short message; otherwise, the call is not subjected to NPS scoring;

The second probability hitting unit is configured to determine whether the probability of hitting the short message NPS scoring trigger is performed. If yes, the short message platform is called to initiate an NPS score to the client, otherwise the NPS scoring is not performed for the call.

The second preset interval is one week.

The method for determining whether to hit the probability of a call or a short message NPS score trigger is as follows:

The random number is generated by JAVA according to the probability of the obtained call or short message NPS score, the random number includes a hit and a miss, and if the generated random number is a hit, the probability of hitting the call or the short message NPS score is determined, if generated If the random number is a miss, the probability of a missed call or SMS NPS score trigger is determined.

The system for installing the customer satisfaction returning program further includes a storage module for receiving the score of the customer feedback from the telephone platform or the short message platform and saving.

In summary, in the customer satisfaction return method, device and storage medium provided by the application, the customer satisfaction return method includes detecting whether the NPS scoring function of the phone is turned on after the agent and the customer finish talking, and if the phone NPS scoring function is used. If it is not enabled, it detects whether the SMS NPS scoring function is enabled. When the NPS scoring function is enabled, it is determined in turn that the current call satisfies the conditions of each preset NPS scoring. When the call satisfies all the NPS scoring conditions of the call, Calling the telephone platform to initiate NPS scoring to the client, otherwise detecting whether the short message NPS scoring function is enabled; then, when the short message NPS scoring function is enabled, determining whether the current call satisfies the conditions of each preset short message NPS scoring, and satisfies all the calls in this call. When the SMS NPS scores the condition, the SMS platform is called to initiate an NPS score to the client. By determining whether the call meets the preset NPS scoring conditions, the present application can automatically initiate NPS scoring for the customer, and obtain the satisfaction of the customer, so that the data collection of the NPS no longer needs to arrange the agent processing, liberating the manpower, and guaranteeing that there is no The subjective intervention of the agent, and let the customer evaluate it when the customer accepts the service, the result is more accurate, and can make the customer feel simple and professional, and the NPS scoring conditions can be freely and flexibly configured, and only the management personnel can configure the backend. There is no need to conduct large-scale publicity of the seats, and it is more convenient and quick to change.

Certainly, those skilled in the art can understand that all or part of the processes in the foregoing embodiments can be implemented by a computer program to instruct related hardware (such as a processor, a controller, etc.), and the program can be stored in one. In a computer readable storage medium, the program, when executed, may include the processes of the various method embodiments as described above. The storage medium described therein may be a memory, a magnetic disk, an optical disk, or the like.

It should be understood that the application of the present application is not limited to the above-described examples, and those skilled in the art can make modifications and changes in accordance with the above description, all of which are within the scope of the appended claims.

Claims

A customer satisfaction return method is characterized in that it comprises the following steps:

After the agent has finished talking with the customer, it is detected whether the NPS scoring function of the phone is turned on, and if the NPS scoring function of the phone is not turned on, it is detected whether the NPS scoring function of the short message is enabled;

When the NPS scoring function of the phone is turned on, it is determined in turn that the current call satisfies the conditions of each preset NPS scoring. When the call satisfies all the conditions of the NPS scoring of the call, the calling platform is called to initiate a NPS scoring to the client, otherwise the short message is detected. Whether the NPS scoring function is enabled;

When the short message NPS scoring function is enabled, it is judged whether the current call satisfies the condition of each preset short message NPS score, and when the call satisfies all the short message NPS scoring conditions, the short message platform is called to initiate an NPS score to the customer.
The customer satisfaction returning method according to claim 1, wherein the telephone NPS scoring condition comprises, in order of priority, a first preset interval time, a client type, and a probability of a phone NPS scoring trigger, the short message NPS The scoring conditions include, in order of priority, a second preset interval time, a client type, and a probability of a short message NPS scoring trigger.
The customer satisfaction returning method according to claim 2, wherein when the NPS scoring function of the phone is turned on, it is sequentially determined that the current call satisfies the conditions of each preset NPS scoring, and when the call satisfies all the When the condition of the phone NPS is scored, the calling platform is called to initiate an NPS score to the client, otherwise the steps of detecting whether the short message NPS scoring function is enabled include:

Determining whether the NPS score is initiated for the customer of the current call within the first preset interval, and if so, detecting the type of the customer, otherwise determining whether the short message NPS scoring function is enabled;

Determining whether the type of the customer is a specific customer type, and if so, obtaining the probability of the NPS scoring trigger of the call, otherwise determining whether the short message NPS scoring function is enabled;

Determine whether the probability of hitting the NPS score trigger of this call is successful. If yes, the calling platform is called to initiate an NPS score to the client, otherwise it is determined whether the short message NPS score function is enabled.
The customer satisfaction return method according to claim 3, wherein the first preset interval time is one week.
The customer satisfaction returning method according to claim 4, wherein when the short message NPS scoring function is turned on, it is determined whether the current call meets the conditions of each preset short message NPS scoring, and all the calls are satisfied in the current call. When the SMS NPS scores the condition, the steps of calling the SMS platform to initiate an NPS score to the client include:

Determining whether a short message NPS score is sent to the client of the call during the second preset interval, and if so, detecting the type of the client, otherwise the call is not subjected to NPS scoring;

Determine whether the type of the customer is a specific customer type, and if so, obtain the probability of triggering the NPS score of the short message; otherwise, the call is not subjected to NPS scoring;

Determine whether the probability of hitting the NPS score trigger of this SMS is hit. If yes, the SMS platform is called to initiate a NPS score to the client, otherwise the NPS score is not performed for this call.
The customer satisfaction return method according to claim 5, wherein the second preset interval time is one week.
The method for returning customer satisfaction according to claim 6, wherein the method for determining whether the probability of hitting the phone or the short message NPS score is triggered is:

The random number is generated by JAVA according to the probability of the obtained call or short message NPS score, the random number includes a hit and a miss, and if the generated random number is a hit, the probability of hitting the call or the short message NPS score is determined, if generated If the random number is a miss, the probability of a missed call or SMS NPS score trigger is determined.
The customer satisfaction return method according to claim 1, wherein the customer satisfaction return method further comprises:

Receive the score of the customer's feedback from the phone platform or SMS platform and save it.
A customer satisfaction returning device, characterized by comprising: a processor, a memory and a communication bus;

Storing on the memory is a computer readable program executable by the processor;

The communication bus implements connection communication between the processor and the memory;

The processor implements the following steps when executing the computer readable program:

After the agent has finished talking with the customer, it is detected whether the NPS scoring function of the phone is turned on, and if the NPS scoring function of the phone is not turned on, it is detected whether the NPS scoring function of the short message is enabled;

When the NPS scoring function of the phone is turned on, it is determined in turn that the current call satisfies the conditions of each preset NPS scoring. When the call satisfies all the conditions of the NPS scoring of the call, the calling platform is called to initiate a NPS scoring to the client, otherwise the short message is detected. Whether the NPS scoring function is enabled;

When the short message NPS scoring function is enabled, it is judged whether the current call satisfies the condition of each preset short message NPS score, and when the call satisfies all the short message NPS scoring conditions, the short message platform is called to initiate an NPS score to the customer.
The customer satisfaction returning device according to claim 9, wherein the telephone NPS scoring condition comprises, in order of priority, a first preset interval time, a client type, and a probability of a phone NPS scoring trigger, the short message NPS The scoring conditions include, in order of priority, a second preset interval time, a client type, and a probability of a short message NPS scoring trigger;

The processor further implements the following steps when executing the computer readable program:

Determining whether the NPS score is initiated for the customer of the current call within the first preset interval, and if so, detecting the type of the customer, otherwise determining whether the short message NPS scoring function is enabled;

Determining whether the type of the customer is a specific customer type, and if so, obtaining the probability of the NPS scoring trigger of the call, otherwise determining whether the short message NPS scoring function is enabled;

Determine whether the probability of hitting the NPS score trigger of the call is hit. If yes, the calling platform is called to initiate an NPS score to the client, otherwise it is determined whether the short message NPS score function is enabled; wherein the first preset interval is one week.
The customer satisfaction returning device according to claim 10, wherein the processor further implements the following steps when the computer readable program is executed:

Determining whether a short message NPS score is sent to the client of the call during the second preset interval, and if so, detecting the type of the client, otherwise the call is not subjected to NPS scoring;

Determine whether the type of the customer is a specific customer type, and if so, obtain the probability of triggering the NPS score of the short message; otherwise, the call is not subjected to NPS scoring;

The probability of hitting the short message NPS scoring trigger is determined. If yes, the short message platform is called to initiate an NPS score to the client, otherwise the NPS score is not performed for the call; wherein the second preset interval is one week.
The customer satisfaction returning device according to claim 11, wherein the processor further implements the following steps when the computer readable program is executed:

The random number is generated by JAVA according to the probability of the obtained call or short message NPS score, the random number includes a hit and a miss, and if the generated random number is a hit, the probability of hitting the call or the short message NPS score is determined, if generated If the random number is a miss, the probability of a missed call or SMS NPS score trigger is determined.
A customer satisfaction returning device, characterized in that it comprises:

The scoring function detecting module is configured to detect whether the NPS scoring function of the phone is turned on after the agent has finished talking with the client, and if the NPS scoring function of the phone is not turned on, detecting whether the NPS scoring function of the short message is enabled;

The NPS scoring detection module is configured to determine, when the NPS scoring function of the phone is turned on, that the current call satisfies the condition of each preset NPS scoring, and when the call satisfies all the conditions of the NPS scoring of the call, the calling platform is invoked. The client initiates NPS scoring, otherwise it detects whether the SMS NPS scoring function is enabled;

The short message NPS scoring detection module is configured to determine whether the current call meets the conditions of each preset short message NPS score when the short message NPS scoring function is enabled, and invokes the short message platform when the current call satisfies all the short message NPS scoring conditions. The customer initiates an NPS score.
The customer satisfaction returning device according to claim 13, wherein the telephone NPS scoring condition comprises, in order of priority, a first preset interval time, a client type, and a probability of a phone NPS scoring trigger, the short message NPS The scoring conditions include, in order of priority, a second preset interval time, a client type, and a probability of a short message NPS scoring trigger;

The scoring function detecting module includes:

The first interval time determining unit is configured to determine whether the phone NPS score is initiated for the client of the current call within the first preset interval, and if yes, the type of the client is detected, otherwise, whether the short message NPS scoring function is enabled is determined;

The first client type determining unit is configured to determine whether the type of the client is a specific client type, and if yes, obtain the probability of the NPS scoring trigger of the call, otherwise determine whether the short message NPS scoring function is enabled;

The first probability hitting unit is configured to determine whether the probability of hitting the NPS scoring trigger of the call is performed, and if yes, the calling platform is called to initiate an NPS score to the client, otherwise it is determined whether the short message NPS scoring function is enabled; wherein the first preset interval The time is one week.
The customer satisfaction returning device according to claim 14, wherein the short message NPS scoring detection module comprises:

The second interval time judging unit is configured to determine whether the NPS score is sent to the client of the current call in the second preset interval, and if yes, the type of the client is detected, otherwise the NPS score is not performed on the call. ;

The second client type determining unit is configured to determine whether the type of the client is a specific client type, and if yes, obtain the probability of triggering the NPS score of the short message; otherwise, the call is not subjected to NPS scoring;

a second probability hitting unit, configured to determine whether the probability of hitting the short message NPS score triggering is performed, and if yes, the short message platform is called to initiate an NPS score to the client, otherwise the NPS score is not performed for the call; wherein the second preset The interval is one week.
The customer satisfaction returning device according to claim 15, wherein the method for determining whether to hit the probability of a call or a short message NPS scoring trigger is:

The random number is generated by JAVA according to the probability of the obtained call or short message NPS score, the random number includes a hit and a miss, and if the generated random number is a hit, the probability of hitting the call or the short message NPS score is determined, if generated If the random number is a miss, the probability of a missed call or SMS NPS score trigger is determined.
The customer satisfaction returning device according to claim 13, wherein the customer satisfaction returning device further comprises:

The storage module is configured to receive the score of the customer feedback from the phone platform or the SMS platform and save the result.
A computer readable storage medium, characterized in that the computer readable storage medium stores one or more programs, the one or more programs being executable by one or more processors to implement the following steps:

After the agent has finished talking with the customer, it is detected whether the NPS scoring function of the phone is turned on, and if the NPS scoring function of the phone is not turned on, it is detected whether the NPS scoring function of the short message is enabled;

When the NPS scoring function of the phone is turned on, it is determined in turn that the current call satisfies the conditions of each preset NPS scoring. When the call satisfies all the conditions of the NPS scoring of the call, the calling platform is called to initiate a NPS scoring to the client, otherwise the short message is detected. Whether the NPS scoring function is enabled;

When the short message NPS scoring function is enabled, it is judged whether the current call satisfies the condition of each preset short message NPS score, and when the call satisfies all the short message NPS scoring conditions, the short message platform is called to initiate an NPS score to the customer.
The computer readable storage medium according to claim 18, wherein said telephone NPS scoring condition comprises, in order of priority, a first preset interval time, a client type, and a probability of a phone NPS scoring trigger, said short message NPS The scoring conditions include, in order of priority, a second preset interval time, a client type, and a probability of a short message NPS scoring trigger;

The one or more programs may be executed by one or more processors, and the following steps are also implemented:

Determining whether the NPS score is initiated for the customer of the current call within the first preset interval, and if so, detecting the type of the customer, otherwise determining whether the short message NPS scoring function is enabled;

Determining whether the type of the customer is a specific customer type, and if so, obtaining the probability of the NPS scoring trigger of the call, otherwise determining whether the short message NPS scoring function is enabled;

Determine whether the probability of hitting the NPS score trigger of the call is hit. If yes, the calling platform is called to initiate an NPS score to the client, otherwise it is determined whether the short message NPS score function is enabled; wherein the first preset interval is one week.
The computer readable storage medium of claim 19, wherein the one or more programs are executable by one or more processors, further implementing the following steps:

Determining whether a short message NPS score is sent to the client of the call during the second preset interval, and if so, detecting the type of the client, otherwise the call is not subjected to NPS scoring;

Determine whether the type of the customer is a specific customer type, and if so, obtain the probability of triggering the NPS score of the short message; otherwise, the call is not subjected to NPS scoring;

The probability of hitting the short message NPS score trigger is determined. If yes, the short message platform is called to initiate an NPS score to the client, otherwise the NPS score is not performed for the call; wherein the second preset interval is one week.
The computer readable storage medium of claim 20, wherein the one or more programs are executable by one or more processors, further implementing the following steps:

The random number is generated by JAVA according to the probability of the obtained call or short message NPS score, the random number includes a hit and a miss, and if the generated random number is a hit, the probability of hitting the call or the short message NPS score is determined, if generated If the random number is a miss, the probability of a missed call or SMS NPS score trigger is determined.
The computer readable storage medium according to claim 18, wherein said one or more programs are executable by one or more processors, and further comprising the steps of: receiving a score of a customer fed back by the telephone platform or the short message platform The result is saved.