WO2019140798A1 - Procédé, dispositif et appareil d'examen de satisfaction d'utilisateur, et support d'informations - Google Patents

Procédé, dispositif et appareil d'examen de satisfaction d'utilisateur, et support d'informations Download PDF

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Publication number
WO2019140798A1
WO2019140798A1 PCT/CN2018/083769 CN2018083769W WO2019140798A1 WO 2019140798 A1 WO2019140798 A1 WO 2019140798A1 CN 2018083769 W CN2018083769 W CN 2018083769W WO 2019140798 A1 WO2019140798 A1 WO 2019140798A1
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Prior art keywords
nps
scoring
short message
call
score
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PCT/CN2018/083769
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English (en)
Chinese (zh)
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刘哲
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平安科技（深圳）有限公司
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Publication of WO2019140798A1 publication Critical patent/WO2019140798A1/fr

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis

Definitions

  • the present application relates to the field of electronic technologies, and in particular, to a customer satisfaction return method, device, device, and storage medium.
  • the telephone agent system 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.
  • the management 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.
  • 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.
  • 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.
  • a customer satisfaction return method includes the following steps:
  • the agent 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;
  • the NPS scoring function of the phone 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;
  • the short message NPS scoring function 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.
  • 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.
  • the SMS platform 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.
  • 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.
  • FIG. 1 is a flowchart of a customer satisfaction return method provided by the present application
  • step S200 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.
  • FIG. 4 is a flowchart of a preferred embodiment of a customer satisfaction return method provided by the present application.
  • FIG. 5 is a schematic diagram of an operating environment of a preferred embodiment of a customer satisfaction returning procedure of the present application
  • FIG. 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.
  • 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.
  • the customer satisfaction return method includes the following steps:
  • 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.
  • the agent informs the customer that there is an NPS scoring function.
  • 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.
  • 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.
  • NPS score 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.
  • the administrator can configure different NPS scoring modes to be turned on or off according to different services.
  • 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.
  • 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.
  • the NPS scoring condition includes a phone NPS scoring condition and a short message NPS scoring condition
  • the phone NPS scoring condition is prioritized over the short message NPS scoring condition.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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
  • 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.
  • 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.
  • the probability of the preset call NPS score trigger is 0.7
  • JAVA generates Of the two random numbers (hit and miss)
  • the probability of random hits is 0.7
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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
  • 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.
  • 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.
  • the probability of the default SMS NPS score trigger is 0.6
  • JAVA generates Of the two random numbers (hit and miss)
  • the probability of random hits is 0.6
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • FIG. 6 is a functional block diagram of a preferred embodiment of a system for installing a customer satisfaction return procedure for the present application.
  • 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.
  • 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.
  • 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.
  • 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.
  • a computer program to instruct related hardware (such as a processor, a controller, etc.), and the program can be stored in one.
  • 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.

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Abstract

La présente invention concerne un procédé, un dispositif et un appareil d'examen de satisfaction d'utilisateur, ainsi qu'un support d'informations. Le procédé d'examen de satisfaction d'utilisateur comprend les étapes consistant : après l'achèvement d'une communication entre un agent et un utilisateur, à détecter si une fonction de notation NPS de téléphone est activée, et si la fonction de notation NPS de téléphone n'est pas activée, à détecter si une fonction de notation NPS de message court est activée ; lorsque la fonction de notation NPS de téléphone est activée, à déterminer successivement si l'appel en cours satisfait une condition de chaque notation NPS de téléphone prédéfinie, et lorsque l'appel en cours satisfait toutes les conditions de notation NPS de téléphone, à faire appel à une plate-forme de téléphone pour lancer une notation NPS par le client, et sinon, à détecter si la fonction de notation NPS de message court est activée ; lorsque la fonction de notation NPS de message court est activée, à déterminer si l'appel en cours satisfait chaque condition de notation NPS de message court prédéfinie, et lorsque l'appel en cours satisfait toutes les conditions de notation NPS de message court, à faire appel à une plate-forme de message court pour lancer une notation NPS par le client. La présente invention rend superflue la gestion de l'acquisition de données de NPS par l'agent, ce qui permet de libérer de la main d'œuvre, et d'assurer qu'aucune intervention subjective de l'agent n'entre en compte.
PCT/CN2018/083769 2018-01-17 2018-04-19 Procédé, dispositif et appareil d'examen de satisfaction d'utilisateur, et support d'informations WO2019140798A1 (fr)

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CN109285011A (zh) * 2018-09-12 2019-01-29 田雪娇 一种智能客户回访方法、装置及设备

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