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Outbound amount control method for call center

A technology of quantity control and number of outgoing calls, applied in telephone communications, electrical components, subscriber special services, etc., to solve problems such as customer harassment and underutilization of idle seats

Active Publication Date: 2010-03-10
北京讯鸟软件有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In order to overcome the defect that the idle seats in the call center of the prior art are not fully utilized or cause harassment to customers due to insufficient idle seats, the present invention provides a method for controlling the number of outbound calls used in the call center

Method used

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  • Outbound amount control method for call center
  • Outbound amount control method for call center
  • Outbound amount control method for call center

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Embodiment Construction

[0008] The present invention will be described in detail below with reference to the accompanying drawings.

[0009] Such as figure 1 As shown, the present invention provides a method for controlling the number of outbound calls used in a call center, the method comprising: S1, counting the total number of outbound calls in the first predetermined time period before the current moment and the outbound duration of each outbound call and call duration; S2, for each outbound call at the current moment, calculate the probability that the outbound call that is currently in the outbound state will reduce the probability of an idle seat after going through the second predetermined time period, and the outbound call that is currently in the call state will experience the second time period The probability of adding an idle agent after the predetermined time period; S3. According to the above probability, predict the number of idle agents after the second predetermined time period; S4....

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Abstract

The invention discloses an outbound amount control method for a call center. The method comprises the following steps: counting the total outbound amount within a first preset time period before the present moment and the outbound time and talk time of each outbound; calculating the probability that the present outbound in an outbound state reduces one idle position after undergoing a second preset time period and the probability that the present outbound in a talk state adds one idle position after undergoing the second preset time period; forecasting the amount of idle positions after undergoing the second preset time period according to the probabilities; and controlling the outbound amount at the present moment according to the forecast amount of idle positions. The invention controlsthe outbound amount at the present moment according to the forecast amount of idle positions, thereby achieving the aim of reasonably distributing the idle positions.

Description

technical field [0001] The invention relates to a method for controlling the number of outbound calls used in a call center. Background technique [0002] A call center is an operating place that can automatically and flexibly handle a large number of different inbound and outbound business and services. It is a service organization composed of a group of service personnel, usually using computer communication technology to process calls from enterprises and customers. For telephone inquiries, incoming calls can be automatically allocated to personnel with corresponding skills, and all incoming call information can be recorded and stored. A typical call center focusing on customer service can have both inbound and outbound functions. While handling customer information inquiries, consultations, complaints, etc., it can also conduct outbound services such as customer return visits and satisfaction surveys. [0003] At present, the call center usually controls the number of o...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M5/00
Inventor (请求不公开姓名)
Owner 北京讯鸟软件有限公司
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