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Method and system for diversion processing of call overflow

A processing method and call center technology, applied in the field of customer service, can solve problems such as call overflow, and achieve the effects of reducing agent pressure, effectively draining traffic, and preventing loss.

Inactive Publication Date: 2018-06-29
SHANGHAI JIUKE INFORMATION TECH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] The technical problem to be solved by the present invention is how to solve the problem of call overflow, and is not affected by the number of telephone customer service

Method used

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  • Method and system for diversion processing of call overflow
  • Method and system for diversion processing of call overflow

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Embodiment Construction

[0034] The following will combine figure 1 with figure 2 The system and method for diverting call overflow processing provided by the present invention are described in detail, which is an optional embodiment of the present invention, and it can be considered that those skilled in the art can modify it within the scope of not changing the spirit and content of the present invention and polish.

[0035] Please refer to figure 2 , the present invention provides a diversion processing system for call overflow, including a call center and an online customer service center, the online customer service center including an online customer service server and an online customer service terminal;

[0036] The call center is at least used to:

[0037] Determine whether the call to the call center has not been connected to the telephone customer service after hanging up;

[0038] If so, obtain its number and feed it back to the online customer service server; specifically, you can u...

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Abstract

The present invention provides a call overflow processing method and system, which adopts the method of transferring the call overflow of the telephone to the online customer service, creatively breaks through the thinking habit for the first time, and organically combines the traditional call customer service with the online customer service. The advantages of this overflow customer processing method are: 1. Realize contact with customers at the fastest speed (approximately in real time), effectively solve customer needs, and prevent the loss of potential customers; 2. Realize the pressure drainage of traditional call centers, call The center has the characteristics of business volume peaks and valleys within a certain period of time. Call overflow is transferred to online customer service to reduce the pressure on call center agents and achieve effective drainage.

Description

technical field [0001] The invention relates to the field of customer service, and in particular designs a call overflow shunt processing method and system. Background technique [0002] The customer service dialogue methods in the prior art include traditional telephone customer service and online customer service based on the network. At present, the traditional telephone call center is for customers to call in. Due to network failures, busy agents and other reasons, the customer phone overflows, that is, the phone is hanging up. At that time, it has not yet been accessed by the telephone customer service for processing. The main reason for this result is that the telephone customer service will not be able to deal with it in time in the future. In the face of this problem, there are two processing methods adopted in the prior art: [0003] 1. Do not do any processing on the overflow calls, so as to wait for the customer to call in again; [0004] 2. Obtain the overflow n...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51H04M3/523
Inventor 何发斌吕德全林玉虹周艳李静胡红梅
Owner SHANGHAI JIUKE INFORMATION TECH