Work order processing method, work order building system and work order processing system

A processing method and technology of a processing system, which is applied in the field of work order creation system, call center work order processing method, and work order processing system, can solve the problems of complicated processing process and long processing cycle, and save process links and manpower resources and the effect of shortening the processing cycle

Active Publication Date: 2012-07-11
SHANGHAI PATEO ELECTRONIC EQUIPMENT MANUFACTURING CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

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Problems solved by technology

[0005] The problem solved by the invention is that the existing work order establishment and processing flow are too complicated and the processing cycle is too long

Method used

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  • Work order processing method, work order building system and work order processing system
  • Work order processing method, work order building system and work order processing system
  • Work order processing method, work order building system and work order processing system

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Embodiment Construction

[0023] The existing work order processing process needs to go through the process of creating, dispatching, processing, and returning the order to feed back the information needed by the user to the user. There are many intermediate links and personnel involved, and the processing cycle is long. The present invention adopts automatic completion of user information and preprocessing of work orders to save the processing period of work orders and provide timely feedback to users.

[0024] Such as figure 1 As shown, the basic flow of the work order processing method of the present invention includes:

[0025] Step S101, responding to the user's call service request, and generating an initial work order;

[0026] Specifically, the user call service request usually includes complaints, fault reports, suggestions, consultations, etc.; since different call services have different processing methods, different work order templates can be provided corresponding to the call service typ...

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Abstract

The invention provides a work order processing method, a work order building system and a work order processing system. The work order processing method comprises the following steps of: responding a user calling service request to generate an initial work order; invoking user data from a user database to complement user information in the initial work order; according to a calling service type corresponding to the work order, invoking a corresponding solution plan from a plan library for pre-processing; feeding a pre-processing result to a user; and recording and storing a processing result and a processing flow in the work order. The work order processing method has the following advantages that the work order user information is automatically matched and complemented by building the user database, the solution plan is invoked to directly solve user requirements as much as possible, the processing period of the work order is shortened, and the work order processing method has the characteristics that the flow link and the manual resource are saved.

Description

technical field [0001] The invention relates to the field of communication services, in particular to a work order processing method of a call center, a work order creation system and a work order processing system. Background technique [0002] As a service method using modern communication means and computer technology, call center has become an important part of people's life to obtain information, services and feedback anytime and anywhere through data streams such as voice and SMS. [0003] In the current work order flow of the call center, the operator accesses various calls such as customer complaints, fault reports, suggestions, and consultations, and then the operator manually transfers to the order processing interface of the workflow system or according to the customer's fault report The types, suggestions, and consultation types are transferred to the input interface of the corresponding fault report information, suggestion information, and consultation informati...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/50
Inventor 韩昱徐超
Owner SHANGHAI PATEO ELECTRONIC EQUIPMENT MANUFACTURING CO LTD
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