Method for providing call service by call centre, call service system and server

A call service and call center technology, applied in the field of communication, can solve the problems of long waiting time and low satisfaction of users, and achieve the effect of shortening waiting time and improving user satisfaction

Inactive Publication Date: 2008-12-10
HUAWEI TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0008] In order to solve the problem in the prior art that the user waits too long and has low satisfaction caused by not calling first a

Method used

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  • Method for providing call service by call centre, call service system and server
  • Method for providing call service by call centre, call service system and server
  • Method for providing call service by call centre, call service system and server

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0043] Such as figure 2 As shown, the method for the call center of the embodiment of the present invention to provide the call service for the user includes:

[0044] Step S202: the user dials the call center;

[0045] Step S204: the call center receives a user call from the user;

[0046] In step 202, there are multiple users dialing the call center; correspondingly in step S204, the call center receives the calls of the multiple users. Limited, so users need to wait in line for the service.

[0047] Step S206: The call center determines the corresponding service sequence of the user in the call service queue according to the time sequence in which the user calls are received from the user;

[0048] In this step, the call service queue can be set in advance, and a mark is made on the calling user in the call service queue according to the principle of first-in-first-in queue, so as to determine the corresponding service sequence of the user in the call service queue. Th...

Embodiment 2

[0058] Such as image 3 As shown, the method for the call center of the embodiment of the present invention to provide the call service for the user includes:

[0059] Step S302: the user dials the call center;

[0060] Step S304: the call center receives the user call from the user;

[0061] In step S302, there are multiple users who dial the call center; in step S304, the call center receives the calls of the multiple users, because the time when the user dials the call center is different, and the service resources of the call center are limited ( For example, the artificial agent or the intelligent answering equipment are all busy), so the user needs to wait in line for the service.

[0062] Step S306: The call center determines the corresponding service sequence of the user in the call service queue according to the time sequence of receiving the user call from the user;

[0063] In this step, the call service queue can be set in advance, and a mark is made on the call...

Embodiment 3

[0075] Such as Figure 4 As shown, the embodiment of the present invention provides a call service system, including:

[0076] The first call receiving unit 402 is configured to receive a user call from the user;

[0077] A call service queue storage unit 404, configured to store the call service queue;

[0078] A service sequence determining unit 406, configured to determine the corresponding service sequence of the user in the call service queue of the call service queue storage unit according to the time when the first call receiving unit 402 receives the user call;

[0079] The service queue execution unit 408 is configured to, according to the corresponding service order of the user in the call service queue determined by the service order determination unit 406, when it is the user's turn to accept the call service, instruct the call service providing unit 410 to provide the user with call service;

[0080] The call service providing unit 410 is configured to provide ...

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PUM

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Abstract

The embodiment of the invention discloses a method for providing call service by a call centre, comprising the steps of: receiving user calls from a user; in accordance with time sequence of the user calls from the user, determining the corresponding service sequence of the user in a call service queue; collecting the user information at the same time the user queues up for the service; in light of the corresponding service sequence of the user in the call service queue, offering the call service for the user in case of the user's turn for accepting the call service. The embodiment of the invention also discloses a call service system and a service. Via the embodiment of the invention, the call center is able to determine the sequence of the user in the call service queue in terms of the time sequence of the user after the user enters into the call centre, which is to say, the user who dials the phone at first queues up in the front of the queue, which is consistent with the principal of first-come first-served, therefore waiting time of the users can be shortened and degree of satisfaction of the users can be boosted.

Description

technical field [0001] The invention relates to the technical field of communication, in particular to a call queuing method, a network device and a network system. Background technique [0002] Call center is a system based on modern communication technology to realize centralized user call service. When the user dials the call center, the private branch exchange (PBX) transmits the call data to the computer system, and the computer system distributes the call to the call service provider (such as: artificial seat) or interactive voice response (Interaction Voice) according to the user's call data. Response, IVR) process. [0003] The PBX can provide users with services such as voice, conference, and fax by interacting with resource peripherals. If the artificial seats are all busy, the users will wait in line. During the queuing process, the queuing opportunity will play some music for the users, and the users will be transferred to the artificial seat service until ther...

Claims

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Application Information

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IPC IPC(8): H04M3/51
CPCH04M3/5166H04M3/523H04M2203/2011H04M2203/403
Inventor 沈磊
Owner HUAWEI TECH CO LTD
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