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Automatic call out method and system of call center

A technology of automatic outbound calls and call status, applied in the field of communication, can solve the problems of low service efficiency of customer service agents, achieve the effects of reducing the probability of occurrence, improving service levels, and reducing idle rates

Inactive Publication Date: 2017-04-19
携程旅游信息技术(上海)有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The technical problem to be solved by the present invention is to provide an automatic outgoing call method and system for a call center in order to overcome the defect of low service efficiency of customer service agents in the prior art

Method used

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  • Automatic call out method and system of call center
  • Automatic call out method and system of call center

Examples

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Embodiment Construction

[0029] The present invention is further illustrated below by means of examples, but the present invention is not limited to the scope of the examples.

[0030] Such as figure 1 As shown, an automatic outbound method of a call center comprises the following steps:

[0031] Step 101, acquiring an automatic outbound call request instruction.

[0032] Step 102 , according to the automatic outbound call instruction, obtain statistical data refreshed at a preset frequency and real-time call status data at the current time. And store the statistical data in memory.

[0033] Step 103: Acquire the number of idle customer service seats in the next period according to the statistical data and the real-time call status data at the current time.

[0034] The calculation formula for obtaining the number of automatic calls according to the statistical data and the real-time call status data at the current time is: x=(a-b×c-d×e+f) / (c×e), where x is the following The number of idle custome...

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PUM

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Abstract

The invention discloses an automatic call out method and system of a call center. The automatic call out method comprises the steps that an automatic call out request instruction is acquired; statistical data refreshed according to a preset frequency and the real-time call state data of the current time are acquired according to the automatic call out instruction; the number of idle customer service seats in the next time period is acquired according to the statistical data and the real-time call state data of the current time; and call out tasks in the next time period are allocated, wherein the number of the call out tasks in the next time period is not greater than the number of the idle customer service seats in the next time period. According to the invention, the automatic call out method of the call center can carry out active calling out, and takes into account line resources and customer service seat resources; the idle rate of the seats is reduced; and the customer service level is improved.

Description

technical field [0001] The invention relates to the technical field of communications, in particular to an automatic outbound call method and system for a call center. Background technique [0002] Ctrip currently has tens of thousands of agents, who spend a lot of time on various outbound calls every day. Among these outbound calls, a considerable proportion of them cannot be dialed due to various reasons or cannot be generated normally after dialing. And this also causes the time of the agents to be occupied in invalid labor such as: unable to connect, waiting for dialing, waiting for busy tone, waiting for no one answering, etc. Contents of the invention [0003] The technical problem to be solved by the present invention is to provide an automatic outbound call method and system for a call center in order to overcome the defect of low service efficiency of customer service agents in the prior art. [0004] The present invention provides a kind of automatic outgoing ca...

Claims

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Application Information

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IPC IPC(8): H04M3/523H04M3/51
CPCH04M3/5232H04M3/5141
Inventor 钱强方坚
Owner 携程旅游信息技术(上海)有限公司
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