Predictive outbound method and system of call system
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A call system and call service technology, which is used in monitoring/monitoring/test arrangements, automatic switching offices, telephone communications, etc. question
Active Publication Date: 2017-05-10
SHENZHEN BINCENT TECH
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The customer answers quickly and has no effect; once the customer does not answer the call for a long time, the customer service needs to wait all the time. After each call is completed, there is no statistics on the calling rules, and the situation of empty seats and excess seats in each call cannot be obtained. There is no distinction be
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Embodiment 1
[0042] see Figure 1 to Figure 2 ,
[0043] figure 1 It is a schematic diagram of an overall model of a call system predictive outbound method of the present invention;
[0044] figure 2 With figure 1 The schematic diagram of the execution flow of the predictive outbound calling method of the call system corresponding to the schematic diagram of the overall model.
[0045] The invention discloses a predictive outbound call method of a call system, which provides a call scheduling main module 13, a call service module 11, a calculation spare seat module 15, a telephone storage library, a forecast call data module 14, a call generation module 16 and a calculation interface Through rate call loss rate module 12, the calling system predictive outbound method comprises the following steps:
[0046] S1: The call service module 11 starts to call an agent, judges how many customer service personnel participate in the call in this round, and obtains the number n of customer servi...
Embodiment 2
[0077]The present invention also discloses a call system using the predictive outbound call method of the call system described in Embodiment 1, including a call dispatching main module 13, a call service module 11, a spare seat calculation module 15, a telephone storage library, and a predictive call data module 14. A call generation module 16 and a module 12 for calculating the connection rate call loss rate,
[0078] Described call service module 11 starts to carry out agent call, judges that this round has how many customer service to participate in calling, obtains and participates in calling customer service number n; Time T1, if the customer service seat waiting time exceeds T1, then the customer service of the phone is an overtime customer service, and the overtime customer service returns to an idle state, then m=n-l-x, wherein, m is an idle customer service, l is a busy customer service, and x is a timeout Customer service; the calculation spare seat module 15 judges...
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Abstract
The invention provides a predictive outbound method and system of a call system. The method comprises the following steps: a call service module starts to call a seat, judges how many customer service staff participating in the call in the present turn, and obtains the number n of the customer service staff participating in the call; and a call scheduling main module judges the time T1m=n-1-x of the customer service seat for call to answer according to the historical record of the call, wherein m refers to idle customer service staff, 1 refers to busy customer service staff and x refers to overtime customer service staff. According to the predictive outbound method of the call system provided by the invention, if the customer service staff is the same, the call efficiency is improved, the waiting times of the customer service staff are shortened, various call states are fully predicted, the call system can be called according to predicted data, various states of the call system can be fully distinguished in a prediction condition, call resources are fully matched, unreasonable personnel match is maximally reduced, resources are saved, the call cost is lowered, and the user experience is improved. The invention provides a call system.
Description
technical field [0001] The present invention relates to the technical field of call systems, in particular to a predictive outbound call method and system of a call system. Background technique [0002] With the rise of the telephone network, more and more enterprises contact customers by telephone. Telemarketing has many advantages, such as grasping customers to meet customer needs, improving efficiency and increasing revenue, unified sales and improving brand image, etc. However, with the increase in business volume, the supply of customer service personnel is in short supply. Once there is no one to call, everything will be 0. How to increase the number of customer service calls per unit time under the condition of guaranteeing personnel? The current calling method is basically that the customer service calls the customer and waits for the customer's feedback before making the next call. The customer answers quickly and has no effect; once the customer does not answer t...
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