Call center marketing data management method and system

A call center and management system technology, applied in the field of communication, can solve problems such as difficult to judge the success rate of return visits, and achieve the effect of avoiding the sense of experience

Inactive Publication Date: 2019-09-03
重庆先特服务外包产业有限公司
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The purpose of the present invention is to provide a management system for call center marketing data, which

Method used

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  • Call center marketing data management method and system
  • Call center marketing data management method and system

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Embodiment Construction

[0038] The following is further described in detail through specific implementation methods:

[0039] The embodiment is basically as attached figure 1 Shown: the management system of the marketing data of the call center, including a server, the server includes a database, an answering status judgment module, an extraction module, a matching module, a tag generation module, a success rate judgment module, and a tag increase / decrease module.

[0040] The database stores customer service reply speech information, user label information and keyword database. User label information includes call rejection label information and call approval label information. Each keyword in the keyword database corresponds to a variety of customer service reply speech information. In addition, combinations of relevant keywords in the keyword database correspond to various customer service reply speech information, and each keyword or combination of relevant keywords in the keyword database corres...

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Abstract

The invention relates to the technical field of communication, and particularly relates to a call center marketing data management method and system. The system comprises a server, the server stores customer service reply speaking information and user label information, the server matches the customer service reply speaking information according to the voice content information of a user, the server generates the user label information according to the voice content information of the user, and the server judges the success rate of revisiting the user according to the user label information; the method comprises the following steps: pre-storing customer service reply speaking information, user label information and a keyword library; extracting keyword information in the voice content information of the user, and matching customer service reply speaking information according to the keyword information; generating user label information according to the voice content information of theuser; manually increasing and decreasing the user label information; according to the user tag information, judging the success rate of revisiting the user, so that the problem that the customer service is difficult to judge the success rate of revisiting in advance is solved, and the method is mainly used for a call center.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a method and system for managing marketing data of a call center. Background technique [0002] A call center is a service organization composed of a group of service personnel in a relatively concentrated place, usually using computer communication technology to deal with consulting needs from enterprises and customers. After years of development, call centers have been widely used in government, financial , telecommunications, insurance, shopping and many other fields. Many businesses that use the telephone for marketing, service and support wish to have or use call center services. [0003] However, the customer service of the call center may not understand or answer the questions raised by the user poorly, which greatly affects the user's sense of experience, and when the customer service calls back to the user, the time interval for the return visit may be long, and ...

Claims

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Application Information

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IPC IPC(8): G06F16/332G06F16/33H04M3/51H04M3/42G06Q30/00G06Q30/02
CPCG06Q30/01G06Q30/0201G06F16/3329G06F16/3343H04M3/42136H04M3/51
Inventor 王志利
Owner 重庆先特服务外包产业有限公司
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