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Call center outbound prediction method

A technology of call centers and coefficients, applied in automatic switching offices, telephone communications, electrical components, etc., can solve the problems of users' inability to adapt to dynamic adjustments, poor applicability, and insufficient number of sent numbers, etc., to improve agent work efficiency and line resources Utilization rate, improving the efficiency of outbound calls by agents, and reducing the effect of invalid waiting time

Active Publication Date: 2019-09-20
北京容联汇通信息技术有限公司
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AI Technical Summary

Problems solved by technology

However, the calculation of this method is cumbersome and the accuracy is poor, and users cannot make adaptive dynamic adjustments according to the actual operation of the system. Insufficient quantity and high seat vacancy rate

Method used

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  • Call center outbound prediction method

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Embodiment Construction

[0015] The technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some of the embodiments of the present invention, not all of them. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the protection scope of the present invention.

[0016] Embodiments of the present invention will be further described in detail below in conjunction with the accompanying drawings, as figure 1 Shown is a schematic flowchart of a method for predicting an outbound call in a call center provided by an embodiment of the present invention, and the method includes:

[0017] Step 1. Introduce the time coefficient and task factor, and combine the following formula to obtain the actual final outbound cal...

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Abstract

The invention discloses a call center outbound prediction method, which comprises the following steps: firstly, introducing a time coefficient and a task factor, and combining the following formula to obtain the actual final outbound amount S of a call center; and according to the predicted number of seats to be idle and the actual final outbound call amount, carrying out outbound calling on a task to be executed, when the outbound call is passed, transferring the task to the idle seat, and the idle seat continuing to complete subsequent work. According to the method, the seat invalid waiting time can be reduced, the seat working efficiency and the line resource utilization rate are improved, the operation cost is saved, and the seat outbound efficiency is improved.

Description

technical field [0001] The invention relates to the technical field of call centers, in particular to a method for a call center to predict outbound calls. Background technique [0002] At present, with the vigorous development of telemarketing business in various industries, the number of telemarketing seats in call centers and the scale of outreach customers have become unprecedentedly large. How to improve the work efficiency of agents and reduce the invalid waiting time of agents in this mode is placed in each call center. problems facing managers. And shortening the outbound call time of the outbound agent (helping the agent to eliminate invalid numbers such as empty numbers, reducing the ringing time before the agent waits for the user to answer) and reducing the waiting time of the customer's call are the most effective for the agent's work efficiency in the current environment. Immediate promotion. [0003] In the prior art, there are also some methods of predictin...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51
CPCH04M3/5175
Inventor 李长茂牛彦鹏刘宏杰田祖鹏许志强孙昌勋
Owner 北京容联汇通信息技术有限公司
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