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Method and platform for handling complaints and reports based on call center

A call center, processing status technology, applied in data processing applications, transmission systems, instruments, etc., can solve problems such as deviations in the results of investigation and evidence collection, strengthening awareness of prevention, and the inability of the system to cooperate effectively.

Active Publication Date: 2017-06-27
CHEZHI HULIAN BEIJING SCI & TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

The operator needs to act as a mysterious visitor to make a complaint call to the dealer to verify each task, and because the number of phone numbers dialed by the person responsible for investigation and evidence collection is small and fixed, the dealer can easily identify it through repeated calls. Telephone evidence collection behavior, thereby strengthening the awareness of prevention, resulting in large deviations in the results of investigation and evidence collection
[0008] Secondly, the relevant processing personnel make judgments based on the various feedback information they hear, and the various systems cannot cooperate effectively, so the business processing is not professional enough

Method used

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  • Method and platform for handling complaints and reports based on call center
  • Method and platform for handling complaints and reports based on call center
  • Method and platform for handling complaints and reports based on call center

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0039] Such as Figure 1-5 As shown, the embodiment of the present invention provides a method for handling complaints and reports based on a call center, including the following steps:

[0040] S1, the client initiates a complaint and report behavior and sends it to the call center system, the call center system creates a report task, and sets the status of the generated report task as a pending state;

[0041] S2, the call center system collects evidence for the complaint report, judges whether the complaint report is true according to the result of evidence collection, if true, executes S3, otherwise, sends the complaint report to the background for recording;

[0042] S3, changing the status of the reporting task to the pending appeal status, recording the successful time of reporting and reviewing, and pushing the result of the complaint and reporting to the e-commerce system at the same time;

[0043] S4. The e-commerce system sends the complaint report and its true res...

Embodiment 2

[0056] An embodiment of the present invention provides a platform for handling complaints and reports based on a call center, including:

[0057] Client: used to initiate complaints and reports and send them to the call center system;

[0058] Call center system: used to create reporting tasks, to collect evidence for the complaints and reports, to monitor and modify the status of the reporting tasks, and to determine whether the manufacturer’s appeal is successful based on the appeal materials;

[0059] E-commerce system: used to send complaints and reports and their true results to the complained manufacturer, also used to receive complaint materials provided by manufacturers and send them to the call center system, and also used to update complaints and reports based on appeal results Whether the status is valid, and if the appeal is invalid, pull the manufacturer into the black box;

[0060] Manufacturer side: used to provide appeal materials within the valid time.

[00...

specific Embodiment

[0063] The method for handling complaints and reports provided by the embodiments of the present invention can be implemented according to the following steps:

[0064] Step 1: The client initiates a complaint and report behavior according to the report type: unrealistic price, current vehicle condition, service attitude, etc. After verification by the mobile phone, it calls the report initiation interface to the call center;

[0065] Step 2: The same reporting ID can only initiate a request to call the call center interface once to prevent the customer service staff from following up halfway, and the complaint information changes, resulting in verification failure;

[0066] Step 3: The call center handles the complaint, and verifies whether the complaint report is true by making phone calls, listening to recordings, article links, etc., and calls the report interface to push the result to the e-commerce system;

[0067] Step 4, when the report is established, the complained m...

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Abstract

The invention discloses a method and a platform for handling complaints and reports based on a call center, and relates to the technical field of e-commerce website data handling. Through a flexible configuration and by enabling the reports and the complaints of a client side to uniformly centralize to a call center platform for management, the method and the platform have the characteristics of centrality, professionalism and timeliness, etc., an effective scheme is provided to timely and effectively solve a problem encountered by a client, and the dilemmas of scatter and failure to solve the problem in former in the past are changed.

Description

technical field [0001] The invention relates to the technical field of e-commerce website data processing, in particular to a method and platform for handling complaints and reports based on a call center. Background technique [0002] As the volume of online transactions continues to increase, more and more problems appear in online transactions. For example, customers are dissatisfied with the dealer's service attitude and think that the information provided by the dealer is inconsistent. In order to better serve customers , Regulate dealers, and e-commerce websites generally set up customer service centers to handle customer complaints and reports. [0003] At present, e-commerce websites generally adopt the following methods to deal with customer complaints and reports: [0004] The system platform provides a 400 service hotline for each dealer to deal with related issues; the technical personnel of the system platform review the reported information obtained, and accor...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L29/08H04M3/51G06Q30/00
CPCH04M3/5141H04M3/5191G06Q30/016H04L67/55
Inventor 吴磊
Owner CHEZHI HULIAN BEIJING SCI & TECH CO LTD
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