WO2019223151A1

WO2019223151A1 - Telephone call management method, server, and computer readable storage medium

Info

Publication number: WO2019223151A1
Application number: PCT/CN2018/102403
Authority: WO
Inventors: 郭红英
Original assignee: 平安科技（深圳）有限公司
Priority date: 2018-05-23
Filing date: 2018-08-27
Publication date: 2019-11-28
Also published as: CN108900720B; CN108900720A

Abstract

Disclosed in the present application is a telephone call management method, the method comprising: when receiving an incoming call of a client, shielding the incoming number of the client; on the basis of the incoming telephone number and client information stored in a server, determining whether the client is an existing client; if the client is an existing client, then displaying the corresponding client profile information; if the client is a new client, then popping up new client creation page information in order to create client information; and storing the call traffic data produced by the call in the corresponding client profile information. Also provided in the present application are a server and a computer readable storage medium. The telephone call management method, server, and computer readable storage medium provided in the present application can prevent client information from being leaked and overcome the defect of clients being harassed by telephone.

Description

Telephone call management method, server and computer-readable storage medium

This application claims priority from a Chinese patent application filed with the Chinese Patent Office on May 23, 2018, with application number 201810501170.6, and the invention name is "phone call management method, server, and computer-readable storage medium." Incorporated in this application.

Technical field

The present application relates to the field of telephone sales, and in particular, to a method for managing telephone calls, a server, and a computer-readable storage medium.

Background technique

After China's entry into the WTO, various industries are facing increasingly fierce market competition, and traditional marketing methods have become increasingly incapable of meeting the requirements of modern market competition. In order to further improve the efficiency of service marketing and maintain and develop customers, companies have launched a new service initiative: telephone sales. Telemarketing service is to establish an interactive marketing center for the enterprise, which integrates all aspects of pre-sales, sales, and after-sales, and conducts one-to-one marketing with customers. Although telemarketing is an effective way of spreading fast, low cost, and directly facing end customers, in order to improve sales performance, sales people often like to call customers regardless of time period, which causes customers to be annoyed by telemarketing. not effectively.

Summary of the Invention

In view of this, the present application proposes a method, a server, and a computer-readable storage medium for telephone call management, to prevent customer information from being leaked, and to overcome the defects that cause customers to be disturbed by the telephone.

First, in order to achieve the above-mentioned object, this application proposes a telephone call management method, which is applied to a server. The method includes:

When an incoming call from a customer is received, the incoming number of the customer is blocked;

Judging whether the customer is a regular customer or not according to the incoming telephone number and customer profile information stored inside the server;

If the current incoming number can be successfully matched with the phone number in the customer profile information of the old customer stored internally, the current incoming customer is an old customer, otherwise it is a new customer;

If the customer is a regular customer, display the corresponding customer profile information;

If the customer is a new customer, pop-up a new customer page information to establish customer profile information;

The traffic data generated by the call is stored in the corresponding customer profile information.

In addition, in order to achieve the above object, the present application further provides a server, the server includes a memory, a processor, and a telephone call management system stored on the memory and operable on the processor, the telephone call management When the system is executed by the processor, the following steps are implemented:

If the customer is a new customer, a page for creating a new customer pops up to establish customer information;

Further, in order to achieve the above object, the present application further provides a computer-readable storage medium, where the computer-readable storage medium stores a telephone call management system, and the telephone call management system may be executed by at least one processor so that The at least one processor executes the steps of the method for telephone call management described above.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic diagram of an optional hardware architecture of a server of the present application;

2 is a schematic diagram of a program module of a first embodiment of a telephone call management system of the present application;

3 is a schematic diagram of a program module of a second embodiment of a telephone call management system of the present application;

4 is a schematic diagram of a program module of a third embodiment of a telephone call management system of the present application;

FIG. 5 is a schematic flowchart of a first embodiment of a method for managing phone calls of this application;

FIG. 6 is a schematic flowchart of a second embodiment of a telephone call management method of the present application;

FIG. 7 is a schematic flowchart of a third embodiment of a telephone call management method of the present application.

Reference signs:

服务器server	22
存储器Memory	1111
处理器processor	1212
网络接口Network Interface	1313
电话呼叫管理系统Phone call management system	200200
屏蔽模块Shielding module	201201
判断模块Judgment module	202202
显示模块Display module	203203

建立模块Building the module	204204
记录模块Recording module	205205
提醒模块Reminder module	206206
设置模块Setting up the module	207207

The implementation, functional characteristics and advantages of the purpose of this application will be further described with reference to the embodiments and the drawings.

Detailed ways

In order to make the purpose, technical solution, and advantages of the present application clearer, the present application is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the application, and are not used to limit the application. Based on the embodiments in the present application, all other embodiments obtained by a person of ordinary skill in the art without creative efforts shall fall within the protection scope of the present application.

It should be noted that the descriptions related to "first", "second", etc. in this application are for descriptive purposes only, and cannot be understood as indicating or implying their relative importance or implicitly indicating the number of technical features indicated . Therefore, the features defined as "first" and "second" may explicitly or implicitly include at least one of the features. In addition, the technical solutions between the various embodiments can be combined with each other, but must be based on those that can be realized by a person of ordinary skill in the art. When the combination of technical solutions conflicts or cannot be achieved, such a combination of technical solutions should be considered nonexistent. Is not within the scope of protection claimed in this application.

FIG. 1 is a schematic diagram of an optional hardware architecture of the server 2 of the present application.

In this embodiment, the server 2 may include, but is not limited to, a memory 11, a processor 12, and a network interface 13 which may communicate with each other through a system bus. It should be noted that FIG. 1 only shows the server 2 with components 11-13, but it should be understood that it is not required to implement all the illustrated components, and more or fewer components may be implemented instead.

The server 2 may be a computing device such as a rack server, a blade server, a tower server, or a rack server. The server 2 may be an independent server or a server cluster composed of multiple servers.

The memory 11 includes at least one type of readable storage medium. The readable storage medium includes a flash memory, a hard disk, a multimedia card, a card-type memory (for example, SD or DX memory, etc.), a random access memory (RAM), and a static memory. Random access memory (SRAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), programmable read-only memory (PROM), magnetic memory, magnetic disks, optical disks, etc. In some embodiments, the memory 11 may be an internal storage unit of the server 2, such as a hard disk or a memory of the server 2. In other embodiments, the memory 11 may also be an external storage device of the server 2, such as a plug-in hard disk, a smart memory card (SMC), and a secure digital (Secure) Digital, SD) card, Flash card, etc. Of course, the memory 11 may also include both an internal storage unit of the server 2 and an external storage device thereof. In this embodiment, the memory 11 is generally used to store an operating system and various application software installed on the server 2, such as program codes of the telephone call management system 200. In addition, the memory 11 may also be used to temporarily store various types of data that have been output or will be output.

In some embodiments, the processor 12 may be a central processing unit (CPU), a controller, a microcontroller, a microprocessor, or another data processing chip. The processor 12 is generally used to control the overall operation of the server 2. In this embodiment, the processor 12 is configured to run program code or process data stored in the memory 11, for example, to run the telephone call management system 200 and the like.

The network interface 13 may include a wireless network interface or a wired network interface. The network interface 13 is generally used to establish a communication connection between the server 2 and other electronic devices.

So far, the hardware structure and functions of the related equipment of this application have been introduced in detail. Hereinafter, various embodiments of the present application will be made based on the above description.

First, the present application proposes a telephone call management system 200.

Referring to FIG. 2, it is a program module diagram of the first embodiment of the telephone call management system 200 of the present application.

In this embodiment, the telephone call management system 200 includes a series of computer program instructions stored in the memory 11. When the computer program instructions are executed by the processor 12, the telephone call management operations of the embodiments of the present application can be implemented. . In some embodiments, the telephone call management system 200 may be divided into one or more modules based on specific operations implemented by the computer program instructions. For example, in FIG. 2, the telephone call management system 200 may be divided into a shielding module 201, a determining module 202, a display module 203, and a establishing module 204. among them:

The shielding module 201 is configured to shield the incoming number of the customer when an incoming call of the customer is received.

At present, telemarketing services have established an interactive marketing center for enterprises, integrating all aspects of pre-sales, sales, and after-sales, and conducting one-to-one marketing with customers. Telemarketing is the most effective way to spread fast, low cost, and directly target end customers. However, the current telephone sales methods have led to the leakage of personal information of customers, such as phone numbers, which has caused unnecessary telephone harassment to customers.

Therefore, in this embodiment, in order to protect the privacy of the customer and prevent the personal information of the customer from being leaked, causing the customer to be subject to excessive telephone or other forms of harassment, when the server 2 receives the incoming call from the customer, The shielding module 201 shields the incoming telephone number of the customer, so that the telephone sales person cannot know the incoming telephone number of the customer, for example, only the customer's telephone number is displayed: 135 ***** 862.

The determining module 202 is configured to determine whether the customer is a regular customer or not based on the incoming telephone number and the customer profile information stored in the server.

Specifically, the server 2 stores customer profile information of old customers. When the salesperson answers the incoming call of the customer through the server 2, the server 2 passes the judgment module 202 according to the incoming number of the customer and the customer profile information of the old customer stored in the server 2 internally. The phone numbers are matched to determine whether the current incoming customer is a regular customer. When the current incoming number can be successfully matched with the phone number in the internal customer information of the old customer, it means that the current incoming customer is an old customer. When the incoming number can match the internal customer information When the phone number in the message does not match successfully, it means that the current incoming customer is a new customer.

The display module 203 is configured to display corresponding customer profile information if the customer is a regular customer.

Specifically, when the server 2 judges that the current incoming customer is a regular customer, it automatically displays the customer's profile information. In this embodiment, the profile information includes, but is not limited to, personal information of the customer, historical telemarketing results, order details, and the like, so that the sales staff can quickly understand the customer's needs, making the sales staff more attentive and considerate. Historical telemarketing results include, but are not limited to, customer satisfaction, the resolution of problems reported by customers, the progress of customer after-sales requirements, and so on.

Often, customers will inevitably change contact numbers, or the same customer will use multiple contact numbers at the same time. Therefore, in other embodiments of the present application, when a customer calls in using a new phone number, and when the salesperson confirms that the customer is an old customer when communicating with the customer, the salesperson may use the customer ’s name or credentials Number and other verification methods to query the customer. When the salesperson clicks on the customer's profile information page, the server 2 automatically saves the new phone number to the customer's profile information, so that the same customer can save multiple numbers.

The establishment module 204 is configured to pop up a page for establishing a new customer to establish customer information if the customer is a new customer.

Specifically, when the determination module 202 of the server 2 determines that the current incoming call customer is a new customer, it indicates that the server 2 does not store internal information of the customer. At this time, the server 2 pops up the information for creating a new client page and saves it to the internal storage of the server 2. In this embodiment, a template for creating a new customer page is stored in the internal memory of the server 2. When the determination module 202 determines that the current incoming call customer is a new customer, the establishment module 204 obtains the internal storage of the server 2 A template for creating a new customer page is stored to establish the profile information of the new customer, which is convenient for subsequent sales staff to return to the customer.

Generally, in order to improve sales performance, each telesales staff needs to expand customers in a targeted manner and complete the indicators specified by the department, that is, a telephone call is required for each customer. Therefore, in other embodiments of the present application, the server 2 may obtain the customer profile information sent by the external terminal device for distribution to each telemarketer. The customer profile information includes, but is not limited to, the customer's name, occupation, telephone number, and so on. In this embodiment, the shielding module 201 is further configured to, when receiving customer profile information sent by a terminal device, shield the customer's phone number and set an outbound button on the customer profile information page, that is, for further protection Customer privacy, to prevent customers from receiving harassment from too many salespersons. When the server 2 receives customer profile information from the terminal device, it blocks the customer's contact number through the shielding module 201, that is, the telephone salesperson cannot know the customer's telephone number. The server 2 also sets an outbound button on the customer's profile information page, so that the telemarketer can only call the customer through the server 2 to communicate with the customer, and the sales person does not know the customer's contact information, which prevents the leakage of the customer's personal information. For example, the calling platform only displays the customer's phone number: 135 ***** 862. In this embodiment, the establishment module 204 is further configured to store the traffic data generated by the call between the salesperson and the customer in the corresponding customer profile information, for example, to save the customer's suggestions or opinions to the customer's Profile information.

In other embodiments of the present application, in order to prevent the same customer profile information from being redistributed to different salespersons, the server 2 determines whether there is a duplication between the received customer profile information through the determination module 202, for example, whether Duplicate A customer information is repeated, that is, there are two A customer information materials. The server 2 also determines whether the received customer profile letter and the customer profile information stored in the server 2 are duplicated through the judgment module 202. For example, the received customer profile information includes profile information of the B client, and the server 2 The internal storage also contains the profile information of customer B, so the profile information of customer B is duplicated. If there are duplicates, delete the duplicate customer profile information. This avoids the redistribution of customer profile information to multiple sales staff, which causes telephone harassment to customers.

Through the above-mentioned program modules 201-204, the telephone call management system 200 proposed in this application, first, when a customer's incoming call is received, shield the customer's incoming number; then, according to the incoming phone number and The customer information stored in the server determines whether the customer is an old customer; further, if the customer is an old customer, the corresponding customer profile information is displayed; finally, if the customer is a new customer, a new establishment pops up Customer page information to establish customer information and store the traffic data generated by the call in the corresponding customer profile information. In this way, not only can the customer's information be leaked, causing the customer to be harassed by the phone, but also can determine whether the current incoming call customer is an old customer, for the old customer, display the corresponding customer profile information, and for new customers, establish Customer information to better serve customers.

Further, based on the above-mentioned first embodiment of the telephone call management system 200 of the present application, a second embodiment of the present application is proposed (as shown in FIG. 3). In this embodiment, the telephone call management system 200 further includes a recording module 205 and a reminder module 206. Among them,

The recording module 205 is configured to record a call flow record of a customer within a preset time, and is also used to store a new contact phone of the old customer to the old customer when confirming that the old customer calls in using a new contact phone In the profile information of old customers;

Specifically, the server 2 records the customer's call flow records within a preset time, such as one year, through the recording module 205, which is convenient for sales personnel to query the customer's communication sales.

The reminder module 206 is configured to prompt the customer to use the telephone number used in the latest call record of the customer according to the call log when the customer is called by the outbound button and the customer corresponds to multiple phone numbers.

Specifically, it can be known from the first embodiment that customers will inevitably change numbers or use multiple phone numbers at the same time, so multiple phone numbers may be stored in the customer's profile information. In order to contact the customers more quickly, the server 2 Record the call flow record of the customer within a preset time (for example, one year), that is, record the time and phone number of the same customer's incoming and outgoing calls through the telemarketing call platform. When telemarketers need to call the customer, they are reminded of the phone number that the customer has used in the most recent time. For example, a customer's customer information data holds three phone numbers A, B, and C. According to the customer's call log, all three numbers have been used in the past year, and the A number is The reminder module 206 that has been used in the most recent time reminds the salesperson that the customer's most recently used phone number is A. In another embodiment of the present application, the reminder module 206 may also remind the sales staff that the customer uses the phone number with the highest frequency within the preset time according to the frequency of use of the customer's different numbers within the preset time. In other embodiments of the present application, the reminder module 206 may also remind the salesperson to select an outgoing phone number according to the place where the number belongs. For example, the work location of customer A is Shenzhen, and there are three numbers stored in customer A's profile information. The numbers belong to Shenzhen, Beijing, and New York respectively. Then the reminder module 206 preferentially reminds the salesperson to call the telephone where customer A is located in Shenzhen. number. In other embodiments of the present application, the reminder module 206 may also determine the phone number for the salesperson to call based on factors such as the tariff or call signal strength of different operator phones to which multiple numbers belong to the customer.

Through the above-mentioned program modules 205-206, the telephone call management system 200 proposed in the present application can record a call flow record of a customer within a preset time; thus, when an outbound customer is called through the outbound button and the customer corresponds to multiple phone numbers At that time, the phone number used in the latest call record of the customer is prompted according to the call flow record, so that the customer can be contacted more quickly, saving time.

Further, based on the above-mentioned first embodiment of the telephone call management system 200 of the present application, a third embodiment of the present application is proposed (as shown in FIG. 4). In this embodiment, the telephone call management system 200 further includes a setting module 207, where:

The reminder module 206 is further configured to remind the salesperson to submit the telemarketing result when the call with the customer ends, and save the telemarketing result to the corresponding customer profile information.

Specifically, the sales result may be, but is not limited to, whether the feedback from the customer has been resolved (after-sale), whether the customer is willing to purchase (before-sale), whether the customer is willing to continue to answer the call of the salesperson, and so on.

The setting module 207 is configured to set an outbound call permission of the customer according to the telesales result.

Specifically, in this embodiment, the telemarketing results are mainly divided into two categories, the pre-sale product and the post-sale communication structure with customers. The pre-sales telemarketing results are mainly divided into three categories: customers are willing to purchase related products, customers are hesitant to purchase related products, customers explicitly refuse to purchase related products, or customers are unwilling to continue to answer sales phone calls. The after-sales telemarketing results are mainly divided into three categories: customer feedback issues have been resolved; customer feedback issues are still being processed; customers raise issues that need to be resolved. For example, when the sales result submitted by the salesperson is that the customer explicitly refuses to purchase related products or the customer is unwilling to continue to answer the salesperson's call, the setting module 207 is configured to prohibit the salesperson from calling the customer within a preset time to avoid causing Customer dislike. When the sales result submitted by the salesperson is that the feedback from the customer is still being processed, the setting module 207 is configured to allow the salesperson to call the customer in order to follow the after-sales problem. It can be understood that the above examples are only for better explanation of the present application, and are not intended to limit the present application.

The setting module 207 is further configured to set a time for returning customers based on the results of the telemarketing.

The reminding module 206 is further configured to remind the salesperson to call the customer when the set time for the returning customer is reached.

Specifically, when the result of the telemarketing is that the customer is willing to purchase or is willing to continue to understand the product or the feedback needs to be answered, the server 2 sets a return visit time through the setting module 207, for example, the return visit time is 2 days, and When the time for returning customers is reached, the reminder module 206 reminds the sales staff to call the customers in time to improve the service quality. In this embodiment, the time of returning customers can be flexibly set according to actual product requirements. For example, if the product is a time-limited promotional product, a shorter returning customer time can be set, such as a returning customer time of 2 days. For another example, this product is a regular product, you can set a longer return visit time, such as 7 days return visit time.

Through the above-mentioned program modules 206-207, the telephone call management system 200 proposed in the present application can also remind the sales staff to submit the telemarketing result when the call with the customer ends and save the telemarketing result to the corresponding customer In the information; and setting the salesperson's call authority to the customer according to the telemarketing result; and setting a return visit time based on the telemarketing result and sending a reminder when the set return visit time is reached, further Improve service quality.

In addition, the present application also proposes a method for managing phone calls.

Refer to FIG. 5, which is a schematic flowchart of a first embodiment of a telephone call management method according to the present application. In this embodiment, according to different requirements, the execution order of the steps in the flowchart shown in FIG. 5 may be changed, and some steps may be omitted.

In step S301, when an incoming call from a customer is received, the incoming number of the customer is blocked.

Therefore, in this embodiment, in order to protect the privacy of the customer and prevent the personal information of the customer from being leaked, thereby causing the customer to be subject to excessive phone calls or other forms of harassment, when the server 2 hears the incoming call from the customer, shield the The customer's incoming telephone number is described so that the telemarketing staff cannot know the customer's incoming telephone number. For example, only the customer's telephone number is displayed: 135 ***** 862.

In step S302, it is determined whether the customer is a regular customer or not according to the incoming telephone number and the customer profile information stored in the server.

Specifically, the server 2 stores customer profile information of old customers. When the salesperson answers the incoming call of the customer through the server 2, the server 2 matches the telephone number in the customer profile information of the old customer stored in the server 2 according to the incoming number of the customer To determine whether the current incoming customer is a regular customer. When the current incoming number can be successfully matched with the phone number in the internal customer information of the old customer, it means that the current incoming customer is an old customer. When the incoming number can match the internal customer information When the phone number in the message does not match successfully, it means that the current incoming customer is a new customer.

In step S303, if the customer is a regular customer, the corresponding customer profile information is displayed.

In step S304, if the customer is a new customer, a page for creating a new customer pops up to establish customer information.

Specifically, when the server 2 judges that the current incoming call customer is a new customer, it indicates that the server 2 does not store internal information of the customer. At this time, the server 2 pops up the information for creating a new client page and saves it to the internal storage of the server 2. In this embodiment, a template for creating a new customer page is stored in the internal memory of the server 2. When the determination module 202 determines that the current incoming call customer is a new customer, the establishment module 204 obtains the internal storage of the server 2 A template for creating a new customer page is stored to establish the profile information of the new customer, which is convenient for subsequent sales staff to return to the customer.

Generally, in order to improve sales performance, each telesales staff needs to expand customers in a targeted manner and complete the indicators specified by the department, that is, a telephone call is required for each customer. Therefore, in other embodiments of the present application, the server 2 may obtain the customer profile information sent by the external terminal device for distribution to each telemarketer. The customer profile information includes, but is not limited to, the customer's name, occupation, telephone number, and so on. In this embodiment, when receiving the customer profile information sent by the terminal device, the server 2 shields the customer's phone number and sets an outbound button on the customer profile information page, that is, to further protect customer privacy and avoid customers When receiving harassment from too many salespersons, the server 2 blocks the customer's contact number when receiving customer profile information from the terminal device, that is, the telephone salesperson cannot know the customer's telephone number. The server 2 also sets an outbound button on the customer's profile information page, so that the telemarketing staff can only call the customer through the server 2 to communicate with the customer, and the sales staff does not know the customer's contact information, which prevents the personal information of the customer from being leaked. For example, the calling platform only displays the customer's phone number: 135 ***** 862.

In step S305, the traffic data generated by the call is stored in the corresponding customer profile information.

Specifically, in this embodiment, the establishment module 204 is further configured to store the traffic data generated by the call between the salesperson and the customer in the corresponding customer profile information, for example, to save the suggestions or opinions made by the customer to The customer's profile information.

In other embodiments of the present application, in order to prevent the same customer profile information from being redistributed to different salespersons, the server 2 determines whether there is a duplication between the received customer profile information, for example, whether the customer A's information is duplicated. Now, there are two A customer information materials. The server 2 also determines whether the received customer profile letter and the customer profile information stored in the server 2 are duplicated through the judgment module 202. For example, the received customer profile information includes profile information of the B client, and the server 2 The internal storage also contains the profile information of customer B, so the profile information of customer B is duplicated. If there are duplicates, delete the duplicate customer profile information. This avoids the redistribution of customer profile information to multiple sales staff, which causes telephone harassment to customers.

Through the above steps S301-305, the telephone call management method proposed in this application, first, when a customer's incoming call is received, shield the customer's incoming number; then, according to the incoming phone number and the The customer information stored in the server determines whether the customer is an old customer; further, if the customer is an old customer, the corresponding customer profile information is displayed; finally, if the customer is a new customer, a page for creating a new customer pops up Information to build customer information. In this way, not only can the customer's information be leaked, causing the customer to be harassed by the phone, but also can determine whether the current incoming call customer is an old customer, for the old customer, display the corresponding customer profile information, and for new customers, establish Customer information to better serve customers.

Further, based on the above-mentioned first embodiment of the telephone call management method of the present application, a second embodiment of the telephone call management method of the present application is proposed.

As shown in FIG. 6, it is a schematic flowchart of a second embodiment of a method for managing a telephone call according to the present application. In this embodiment, the telephone call management method further includes the following steps:

Step S401: Record a call flow record of a customer within a preset time;

Specifically, the server 2 records the customer's call flow records within a preset time, such as one year, to facilitate sales personnel to query the customer's communication sales.

Step S402: When confirming that the old customer calls in using the new contact phone, store the new contact phone of the old customer into the profile information of the old customer;

Specifically, in this embodiment, when it is confirmed that an old customer calls in using a new contact phone, the server 2 also stores the new contact phone of the old customer into the profile information of the old customer.

In step S403, when the customer is called through the outbound call button and the customer corresponds to multiple phone numbers, the telephone number used in the latest call record of the customer is prompted according to the call log.

Specifically, it can be known from the first embodiment that customers will inevitably change numbers or use multiple phone numbers at the same time, so multiple phone numbers may be stored in the customer's profile information. In order to contact the customers more quickly, the server 2 Record the call flow records of the same customer within a preset time (for example, one year), that is, record the time and phone number of the incoming and outgoing calls of the customer through the telemarketing call platform. When telemarketers need to call the customer, they are reminded of the phone number that the customer has used in the most recent time. For example, a customer's customer information data holds three phone numbers A, B, and C. According to the customer's call log, all three numbers have been used in the past year, and the A number is The reminder module 206 that has been used in the most recent time reminds the salesperson that the customer's most recently used phone number is A. In another embodiment of the present application, the reminder module 206 may also remind the sales staff that the customer uses the phone number with the highest frequency within the preset time according to the frequency of use of the customer's different numbers within the preset time. In other embodiments of the present application, the reminder module 206 may also remind the salesperson to select an outgoing phone number according to the place where the number belongs. For example, the work location of customer A is Shenzhen, and there are three numbers stored in customer A's profile information. The numbers belong to Shenzhen, Beijing, and New York respectively. Then the reminder module 206 preferentially reminds the salesperson to call the telephone where customer A is located in Shenzhen. number. In other embodiments of the present application, the reminder module 206 may also determine the phone number for the salesperson to call based on factors such as the tariff or call signal strength of different operator phones to which multiple numbers belong to the customer.

Through the above steps S401-S403, the telephone call management method proposed in the present application can record a call flow record of a customer within a preset time; thus, when an outbound customer is called through the outbound button and the customer corresponds to multiple phone numbers , According to the call flow record prompting the customer to use the phone number in the latest call record, to achieve faster and more convenient contact with the customer, saving time.

Further, based on the above-mentioned first embodiment of the telephone call management method of the present application, a third embodiment of the telephone call management method of the present application is proposed.

As shown in FIG. 7, it is a schematic flowchart of a third embodiment of a telephone call management method of the present application. In this embodiment, the telephone call management method further includes:

In step S501, when the call with the customer ends, the salesperson is reminded to submit the telemarketing result, and the telemarketing result is stored in the corresponding customer profile information.

In step S502, an outbound call permission of the customer is set according to the telesales result.

Specifically, in this embodiment, the telemarketing results are mainly divided into two categories, the pre-sale product and the post-sale communication structure with customers. The pre-sales telemarketing results are mainly divided into three categories: customers are willing to purchase related products, customers are hesitant to purchase related products, customers explicitly refuse to purchase related products, or customers are unwilling to continue to answer sales phone calls. The after-sales telemarketing results are mainly divided into three categories: customer feedback issues have been resolved; customer feedback issues are still being processed; customers raise issues that need to be resolved. For example, when the sales result submitted by the salesperson is that the customer explicitly refuses to purchase related products or the customer is unwilling to continue to answer the salesperson's call, the setting module 207 is configured to prohibit the salesperson from calling the customer within a preset time to avoid causing Customer dislike. When the sales result submitted by the salesperson is that the feedback from the customer is still being processed, the setting module 207 is configured to allow the salesperson to call the customer in order to follow the after-sales problem. It can be understood that the above examples are merely for better explanation of the present application, and serve as a limitation of the present application.

In step S503, a time for returning to the customer is set according to the result of the telemarketing.

Step S504, when the set time for the return visit customer is reached, the salesperson is reminded to call the customer.

Specifically, when the telemarketing result is that the customer is willing to purchase or willing to continue to understand the product or the feedback needs to be answered, the server 2 sets a return visit time, for example, the return visit time is 2 days, and the return visit When the customer's time, remind the sales staff to call the customer in time to improve the service quality. In this embodiment, the time of returning customers can be flexibly set according to actual product requirements. For example, if the product is a time-limited promotional product, a shorter returning customer time can be set, such as a returning customer time of 2 days. For another example, this product is a regular product, you can set a longer return visit time, such as 7 days return visit time.

Through the above steps S501-S504, the telephone call management method proposed in the present application can also remind the sales staff to submit telemarketing results when the call with the customer ends; and set the customer's external sales according to the telemarketing results. Call authority; a reminder can also be set according to the telemarketing result and when the set return visit time is reached, a reminder is sent to further improve service quality.

The above-mentioned serial numbers of the embodiments of the present application are merely for description, and do not represent the superiority or inferiority of the embodiments.

Through the description of the above embodiments, those skilled in the art can clearly understand that the methods in the above embodiments can be implemented by means of software plus a necessary universal hardware platform, and of course, also by hardware, but in many cases the former is better. Implementation. Based on such an understanding, the technical solution of this application that is essentially or contributes to the existing technology can be embodied in the form of a software product that is stored in a storage medium (such as ROM / RAM, magnetic disk, The optical disc) includes several instructions for causing a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to execute the methods described in the embodiments of the present application.

The above are only preferred embodiments of the present application, and thus do not limit the patent scope of the present application. Any equivalent structure or equivalent process transformation made using the contents of the description and drawings of the application, or directly or indirectly used in other related technical fields Are included in the scope of patent protection of this application.

Claims

A telephone call management method applied to a server is characterized in that the method includes:

When an incoming call from a customer is received, the incoming number of the customer is blocked;

Judging whether the customer is a regular customer or not according to the incoming telephone number and customer profile information stored inside the server;

If the current incoming number can be successfully matched with the phone number in the internal customer information of the old customer, then the current incoming customer is judged to be an old customer, otherwise it is a new customer;

If the customer is a regular customer, display the corresponding customer profile information;

If the customer is a new customer, pop-up a new customer page information to establish customer profile information;

The traffic data generated by the call is stored in the corresponding customer profile information.
The method according to claim 1, further comprising the following steps:

When receiving the customer profile information sent by the terminal device, shielding the customer's phone number and setting an outbound button on the customer profile information page;

Determining whether there is overlap between the customer profile information, and also determining whether there is overlap between the customer profile information and the customer profile information stored inside the server;

If there are duplicates, delete the duplicate customer profile information.
The method of claim 2 further comprising the following steps:

Record all call flow records of the same customer within a preset time;

When it is confirmed that the old customer calls in using the new contact phone, the new contact phone of the old customer is stored in the profile information of the old customer;

When an outbound call is made through the outbound call button and the customer corresponds to multiple phone numbers, the salesperson is prompted to use the phone number used in the latest call record of the customer according to the call log.
The method according to claim 1, further comprising the following steps:

When the call with the customer ends, remind the salesperson to submit the telemarketing result, and save the telemarketing result to the corresponding customer profile information;

Setting the salesperson's call authority to the customer according to the telemarketing result.
The method of claim 2 further comprising the following steps:

When the call with the customer ends, remind the salesperson to submit the telemarketing result, and save the telemarketing result to the corresponding customer profile information;

Setting the salesperson's call authority to the customer according to the telemarketing result.
The method of claim 3, further comprising the following steps:

When the call with the customer ends, remind the salesperson to submit the telemarketing result, and save the telemarketing result to the corresponding customer profile information;

Setting the salesperson's call authority to the customer according to the telemarketing result.
The telephone call management method according to any one of claims 4-6, further comprising the following steps:

Set the time to return to the customer according to the telemarketing results;

When the set time to return to the customer is reached, the salesperson is reminded to call the customer.
A server, characterized in that the server includes a memory, a processor, and a telephone call management system stored on the memory and operable on the processor, and the telephone call management system is executed by the processor To achieve the following steps:

When an incoming call from a customer is received, the incoming number of the customer is blocked;

Judging whether the customer is a regular customer or not according to the incoming telephone number and customer profile information stored inside the server;

If the current incoming number can be successfully matched with the phone number in the customer profile information of the old customer stored internally, the current incoming customer is an old customer, otherwise it is a new customer;

If the customer is a regular customer, display the corresponding customer profile information;

If the customer is a new customer, pop-up a new customer page information to establish customer profile information;

The traffic data generated by the call is stored in the corresponding customer profile information.
The server according to claim 8, wherein when the telephone call management system is executed by the processor, the following steps are further implemented:

When receiving the customer profile information sent by the terminal device, shielding the customer's phone number and setting an outbound button on the customer profile information page;

Determining whether there is overlap between the customer profile information, and also determining whether there is overlap between the customer profile information and the customer profile information stored inside the server;

If there are duplicates, delete the duplicate customer profile information.
The server according to claim 9, wherein when the telephone call management system is executed by the processor, the following steps are further implemented:

Record all call flow records of the same customer within a preset time;

When it is confirmed that the old customer calls in using the new contact phone, the new contact phone of the old customer is stored in the profile information of the old customer;

When an outbound call is made through the outbound call button and the customer corresponds to multiple phone numbers, the salesperson is prompted to use the phone number used in the latest call record of the customer according to the call log.
The server according to claim 8, wherein when the telephone call management system is executed by the processor, the following steps are further implemented:

When the call with the customer ends, remind the salesperson to submit the telemarketing result, and save the telemarketing result to the corresponding customer profile information;

Setting the salesperson's call authority to the customer according to the telemarketing result.
The server according to claim 9, wherein when the telephone call management system is executed by the processor, the following steps are further implemented:

When the call with the customer ends, remind the salesperson to submit the telemarketing result, and save the telemarketing result to the corresponding customer profile information;

Setting the salesperson's call authority to the customer according to the telemarketing result.
The server according to claim 10, wherein when the telephone call management system is executed by the processor, the following steps are further implemented:

When the call with the customer ends, remind the salesperson to submit the telemarketing result, and save the telemarketing result to the corresponding customer profile information;

Setting the salesperson's call authority to the customer according to the telemarketing result.
The server according to any one of claims 11-13, wherein when the telephone call management system is executed by the processor, the following steps are further implemented:

Set the time to return to the customer according to the telemarketing results;

When the set time to return to the customer is reached, the salesperson is reminded to call the customer.
A computer-readable storage medium stores a telephone call management system, and the telephone call management system is executable by at least one processor, so that the at least one processor performs the following steps:

When an incoming call from a customer is received, the incoming number of the customer is blocked;

Judging whether the customer is a regular customer or not according to the incoming telephone number and customer profile information stored inside the server;

If the current incoming number can be successfully matched with the phone number in the customer profile information of the old customer stored internally, the current incoming customer is an old customer, otherwise it is a new customer;

If the customer is a regular customer, display the corresponding customer profile information;

If the customer is a new customer, pop-up a new customer page information to establish customer profile information;

The traffic data generated by the call is stored in the corresponding customer profile information.
The computer-readable storage medium of claim 15, wherein when the telephone call management system is executed by the processor, the following steps are further implemented:

When receiving the customer profile information sent by the terminal device, shielding the customer's phone number and setting an outbound button on the customer profile information page;

Determining whether there is overlap between the customer profile information, and also determining whether there is overlap between the customer profile information and the customer profile information stored inside the server;

If there are duplicates, delete the duplicate customer profile information.
The computer-readable storage medium of claim 16, wherein when the telephone call management system is executed by the processor, the following steps are further implemented:

Record all call flow records of the same customer within a preset time;

When it is confirmed that the old customer calls in using the new contact phone, the new contact phone of the old customer is stored in the profile information of the old customer;

When an outbound call is made through the outbound call button and the customer corresponds to multiple phone numbers, the salesperson is prompted to use the phone number used in the latest call record of the customer according to the call log.
The computer-readable storage medium of claim 15, wherein when the telephone call management system is executed by the processor, the following steps are further implemented:

When the call with the customer ends, remind the salesperson to submit the telemarketing result, and save the telemarketing result to the corresponding customer profile information;

Setting the salesperson's call authority to the customer according to the telemarketing result.
The computer-readable storage medium according to claim 16 or 17, wherein when the telephone call management system is executed by the processor, the following steps are further implemented:

When the call with the customer ends, remind the salesperson to submit the telemarketing result, and save the telemarketing result to the corresponding customer profile information;

Setting the salesperson's call authority to the customer according to the telemarketing result.
The computer-readable storage medium of claim 19, wherein when the telephone call management system is executed by the processor, the following steps are further implemented:

Set the time to return to the customer according to the telemarketing results;

When the set time to return to the customer is reached, the salesperson is reminded to call the customer.