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Routing device and method for call center

A routing and call request technology, applied in the direction of automatic exchange, telephone communication, electrical components, etc., can solve the problem of queuing starvation effect, loss of middle and low-level customers, etc., to ensure service quality, increase the number of answers, and improve the answering rate Effect

Active Publication Date: 2016-08-10
INDUSTRIAL AND COMMERCIAL BANK OF CHINA
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

This fixed-priority routing strategy can effectively ensure that high-priority customers get the best service, but for low-priority customers, it may cause queuing starvation effect, resulting in the loss of middle and low-level customers

Method used

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  • Routing device and method for call center
  • Routing device and method for call center
  • Routing device and method for call center

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Embodiment Construction

[0038] The technical means adopted by the present invention to achieve the intended invention purpose are further described below in conjunction with the drawings and preferred embodiments of the present invention. As used below, the term "unit" or "module" may be a combination of software and / or hardware that realizes a predetermined function. Although the devices described in the following embodiments are preferably implemented in software, implementations in hardware, or a combination of software and hardware are also possible and contemplated.

[0039]figure 1 An application scenario according to an embodiment of the present invention is schematically shown. Such as figure 1 As shown, the application scenario includes: a client 1, a branch exchange (PBX) system 2, an interactive self-service voice (IVR) server 3, a computer telephony integration (CTI) server 4, a routing server 5, and an agent 6.

[0040] Customer 1 can send incoming call requests to the switch system 2 ...

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Abstract

The invention discloses a routing device and method for a call center. The routing device comprises a parameter setting module used for receiving a routing scheduling interval, a queuing queue parameter, a call request priority correspondence and a call request transferring correspondence which are set by a staff member, a request data analysis module used for calculating to obtain a queued period in which a call request is acquired, an average queuing period of each priority queue and an average servicing period of each priority queue, a request data queuing module used for processing a call request event so as to generate new queuing queue data, a routing scheduling module used for performing scheduling processing on a call request in current queuing queue data, and calculating to obtain scheduling data, a call processing module used for communication with the call center to monitor the call request event, acquiring a current transferring seat state, and receiving scheduling data to transfer the call request to a seat, and a data storage module for storing data.

Description

technical field [0001] The invention relates to the technical field of routing, in particular to a routing device and method for a call center. Background technique [0002] At present, with the development and integration of Internet and communication technology, call centers are playing an increasingly important role in the financial field. Call centers play a key role in responding to customer demands, improving service quality, and enhancing customer communication. An important factor that determines the performance of the call center is the response speed to customer calls. If the customer's call request needs to wait for a long time to get a response or even not get a response, it will greatly affect the service quality of the enterprise and the customer's response to the call. corporate impression. [0003] The intelligent call center routing strategy plays a deterministic role in guaranteeing the service quality of customer call requests. The routing strategy of th...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523
CPCH04M3/5232H04M3/5238
Inventor 李积宏陈惠梅田燕红
Owner INDUSTRIAL AND COMMERCIAL BANK OF CHINA
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