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Telephone call access processing method and device and call center

A processing method and processing device technology, applied in the field of telecommunications, can solve problems such as intensifying vicious competition of customer representatives, reducing system operating efficiency, and increasing manual service time, so as to achieve rapid and convenient transplantation and development, improve system connection rate, and improve The effect of customer satisfaction

Inactive Publication Date: 2014-12-24
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, the common queuing routing strategy of existing business processes when connecting customers to artificial seats cannot fully meet customer needs, and cannot provide relevant prompt information when customer representatives cannot normally answer incoming calls, resulting in an increase in manual service time and reducing The operating efficiency of the entire system, and intensified vicious competition among customer representatives in some active marketing applications

Method used

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  • Telephone call access processing method and device and call center
  • Telephone call access processing method and device and call center
  • Telephone call access processing method and device and call center

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0076] The first time period is the most recent month, and the call center only needs to query the call records in the call log within the most recent month when receiving the user's traffic access request.

[0077] Only querying the call records in the call log in the first time period can increase the query rate, and can also reduce the storage capacity of the database, which is convenient for database management.

[0078] In the embodiment of the present invention, the call log preferably includes a first log in which the call center is the calling party and a second log in which the call center is the called party.

[0079] The first log is the outbound call data when the call center is the calling party, which is pre-stored by the database of the call center, including the user identification, call type, call time and the customer calling the user when the call center is the calling party. Representative’s ID, etc. In practical applications, the routing algorithm can be u...

Embodiment 2

[0087] When the call center receives the traffic access request sent by user a, it queries the first log and the second log at the same time. If there is a call record matching the call-in ID of user a in the two logs, the first log The call center is the record A of calling user a as the calling party 15 days ago, and the record B in the second log is the record B of user a calling the call center 13 days ago, then the call record B is used as the target call record.

[0088] Of course, the two logs can also be queried sequentially. First, query the first log to find the record A of the call center as the calling user a 15 days ago. At this time, the call record A can be directly used as the target call record. When querying the second log, only when there is no call record matching user a in the first log, the second log is queried.

[0089] If you first query the second log and find the record B that user a called the call center 13 days ago, you can directly use the call r...

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Abstract

The invention provides a telephone call access processing method and device and a call center. The method comprises the steps that when a telephone call access request requested by a user to have access to the call center is received, the call record in a prestored call log is inquired according to the incoming call identification of the user, and the target call record of the user is determined; the telephone call access request is connected to a manual position of a customer representative corresponding to the identification according to the identification of the customer representative recorded in the target call record. When the user requests to have access to the call center, the original customer representative in the prestored call record is rapidly contacted, the running efficiency of the call center is improved, and the user satisfaction degree is enhanced.

Description

technical field [0001] The invention relates to the field of telecommunications, in particular to a traffic access processing method, device and call center. Background technique [0002] The application of intelligent network technology in the global scope is developing rapidly, because it can provide rich value-added services for users conveniently. Among them, the development of the Interactive Voice Response (IVR) process can handle functions such as user traffic access, announcement, number collection, fax, message, and queuing, and realize voice and video navigation functions that interact with users. [0003] IVR is currently widely used in call centers. In the process of connecting customers to artificial seats, business processes such as manual services in call centers and customer inbound processing for active marketing require that customers be connected to the original customer representative first, so as to provide customers with More convenient service, reduci...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51
CPCH04M3/5191
Inventor 赵毅
Owner ZTE CORP
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