Outbound call method, device, equipment and storage medium

Abstract

The present invention discloses an outbound call method, device, equipment and storage medium. The method includes: obtaining an indicator and outbound call ratio information of a first outbound call scenario, wherein the outbound call ratio information includes at least one first outbound call scenario information and an outbound call ratio corresponding to each first outbound call scenario information; wherein the information of the first outbound call scenario includes at least one indicator of the first outbound call scenario; determining the outbound call ratio according to the indicator of the first outbound call scenario and the outbound call ratio information; determining the outbound call volume according to the indicator of the first outbound call scenario and the outbound call ratio; and making outbound calls according to the outbound call volume. By determining a more appropriate outbound call ratio, a more appropriate outbound call volume can be determined, the call loss rate can be reduced, the seat utilization rate can be increased, and the outbound call efficiency can be improved.

Description

Technical Field

[0001] The present invention belongs to the field of network communication technology, and in particular relates to an outbound calling method, device, equipment and storage medium. Background Art

[0002] Outbound calls are proactive calls initiated by modern customer service center systems. This service involves the call center's outbound call system importing a certain number of customer numbers, which the system then calls. Once the user connects, they are assigned to a call center agent, who then provides service to the user.

[0003] At present, the predictive outbound call system has become the first choice for call centers with large outbound call business volumes. The predictive outbound call system predicts that the number of outbound calls sent each time is generally greater than the number of idle seats at that time.

[0004] The existing predictive outbound calling system suffers from inaccurate predictions, resulting in high call losses and low agent utilization. Summary of the Invention

[0005] The embodiments of the present invention provide an outbound calling method, apparatus, device and storage medium, which can determine a more suitable outbound calling ratio for the next outbound call, thereby determining a more suitable outbound calling volume for the next outbound call and improving outbound calling efficiency.

[0006] In a first aspect, an embodiment of the present invention provides an outbound call method, the method comprising:

[0007] Obtaining an indicator and outbound call ratio information of a first outbound call scenario, where the outbound call ratio information includes at least one first outbound call scenario information and an outbound call ratio corresponding to each first outbound call scenario information; wherein the information of the first outbound call scenario includes at least one indicator of the first outbound call scenario;

[0008] Determining an outbound call ratio based on the indicator of the first outbound call scenario and the outbound call ratio information;

[0009] Determine the outbound call volume based on the indicators and outbound call ratio of the first outbound call scenario;

[0010] Make outbound calls based on outbound call volume.

[0011] In one possible implementation, the indicator of the first outbound call scenario includes at least one of the following:

[0012] Number of agents performing tasks, number of idle agents, user connection rate, successful call duration, average successful call duration, failed call duration, average failed call duration, agent service time, average agent service time, average idle time, call loss rate, and call volume.

[0013] In one possible implementation, before obtaining the indicator and outbound call ratio information of the first outbound call scenario, the method further includes:

[0014] Obtaining an indicator of a first outbound call scenario corresponding to each first outbound call scenario in at least one first outbound call scenario;

[0015] According to the indicators of the first outbound call scenarios corresponding to each first outbound call scenario, an outbound call ratio of each first outbound call scenario that meets a preset condition is determined to obtain outbound call ratio information.

[0016] In one possible implementation, determining the outbound call ratio of each first outbound call scenario that meets a preset condition according to an indicator of the first outbound call scenario corresponding to each first outbound call scenario includes:

[0017] According to the first outbound call scenario index corresponding to each first outbound call scenario, a binary search algorithm is adopted to calculate the outbound call ratio of each first outbound call scenario that meets the preset conditions.

[0018] In a possible implementation, after obtaining the outbound call ratio information, the method further includes:

[0019] A polynomial regression algorithm is used for the outbound call ratio information to determine the linear relationship between the outbound call ratio and the indicator of the first outbound call scenario;

[0020] Obtaining second outbound call scenario information, where the second outbound call scenario information is outbound call scenario information other than the first outbound call scenario information, wherein the second outbound call scenario information includes at least one indicator of the second outbound call scenario, and the indicator of the second outbound call scenario is the same as the indicator of the first outbound call scenario;

[0021] Calculating the outbound call ratio corresponding to the second outbound call scenario information according to the linear relationship;

[0022] The second outbound call scenario information and the outbound call ratio corresponding to the second outbound call scenario information are stored in the outbound call ratio information to update the outbound call ratio information.

[0023] In one possible implementation, determining the outbound call volume based on the indicator of the first outbound call scenario and the outbound call ratio includes:

[0024] Calculate the outbound call adjustment ratio based on the outbound call ratio;

[0025] Calculate the outbound call volume based on the outbound call scenario indicators, outbound call ratio, and outbound call adjustment ratio.

[0026] In a second aspect, an embodiment of the present invention provides an outbound call device, the device comprising:

[0027] an acquisition module, configured to acquire an indicator and outbound call ratio information of a first outbound call scenario, the outbound call ratio information including at least one first outbound call scenario information and an outbound call ratio corresponding to each first outbound call scenario information; wherein the first outbound call scenario information includes at least one indicator of the first outbound call scenario;

[0028] a determination module, configured to determine an outbound call ratio based on the indicator of the first outbound call scenario and the outbound call ratio information; and further configured to determine an outbound call volume based on the indicator of the first outbound call scenario and the outbound call ratio;

[0029] The outbound call module is used to make outbound calls based on the outbound call volume.

[0030] In a third aspect, an embodiment of the present invention provides an electronic device comprising: a processor and a memory storing computer program instructions; when the processor executes the computer program instructions, it implements the method in the first aspect or any possible implementation of the first aspect.

[0031] In a fourth aspect, an embodiment of the present invention provides a computer storage medium having computer program instructions stored thereon, which, when executed by a processor, implement the method in the first aspect or any possible implementation of the first aspect.

[0032] The technical solutions provided by the embodiments of the present invention bring at least the following beneficial effects:

[0033] The outbound call system of the present invention can determine the more suitable outbound call ratio of the next outbound call corresponding to the first outbound call scene information through the indicators of the first outbound call scene and the outbound call ratio information, thereby determining the more suitable outbound call volume of the next outbound call based on the indicators of the first outbound call scene and the outbound call ratio, which can reduce the call loss rate, increase the seat utilization rate, and thus improve the outbound call efficiency. BRIEF DESCRIPTION OF THE DRAWINGS

[0034] In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the following briefly introduces the drawings required for use in the embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0035] Figure 1 This is a flow chart of an outbound calling method provided by an embodiment of the present invention;

[0036] Figure 2 1 is a flow chart of another outbound calling method provided by an embodiment of the present invention;

[0037] Figure 3 1 is a flow chart of another outbound calling method provided by an embodiment of the present invention;

[0038] Figure 4 1 is a flow chart of another outbound calling method provided by an embodiment of the present invention;

[0039] Figure 5 This is a schematic diagram of the structure of an outbound calling device provided by an embodiment of the present invention;

[0040] Figure 6 It is a structural diagram of an electronic device provided by an embodiment of the present invention. DETAILED DESCRIPTION

[0041] The features and exemplary embodiments of various aspects of the present invention will be described in detail below. In order to make the objects, technical solutions and advantages of the present invention more clearly understood, the present invention will be further described in detail below in conjunction with the accompanying drawings and specific embodiments. It should be understood that the specific embodiments described herein are only configured to explain the present invention and are not configured to limit the present invention. For those skilled in the art, the present invention can be implemented without the need for some of these specific details. The following description of the embodiments is merely to provide a better understanding of the present invention by illustrating examples of the present invention.

[0042] It should be noted that, in this document, relational terms such as first and second, etc., are used only to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any actual relationship or order between these entities or operations. Moreover, the terms "comprises," "comprising," or any other variations thereof are intended to cover non-exclusive inclusion, so that a process, method, article, or device comprising a series of elements includes not only those elements, but also other elements not explicitly listed, or elements inherent to such process, method, article, or device. In the absence of further limitations, an element defined by the phrase "comprising..." does not exclude the presence of additional identical elements in the process, method, article, or device comprising the element.

[0043] Outbound calls are proactive calls initiated by modern customer service center systems. This service involves the call center's outbound call system importing a certain number of customer numbers, which the system then calls. Once the user connects, they are assigned to a call center agent, who then provides service to the user.

[0044] At present, the predictive outbound call system has become the first choice for call centers with large outbound call business volumes. The predictive outbound call system predicts that the number of outbound calls sent each time is generally greater than the number of idle seats at that time.

[0045] The existing predictive outbound calling system suffers from inaccurate predictions, resulting in high call losses and low agent utilization.

[0046] The embodiments of the present invention provide an outbound calling method, apparatus, device and storage medium, which can determine a more suitable outbound calling ratio for the next outbound call, thereby determining a more suitable outbound calling volume for the next outbound call and improving outbound calling efficiency.

[0047] The following will be combined Figure 1An outbound calling method provided by an embodiment of the present invention is described in detail.

[0048] like Figure 1 As shown, the method may include the following steps:

[0049] S110, obtaining the indicators and outbound call ratio information of the first outbound call scenario, wherein the outbound call ratio information includes at least one first outbound call scenario information and an outbound call ratio corresponding to each first outbound call scenario information; wherein the first outbound call scenario information includes at least one indicator of the first outbound call scenario.

[0050] When the call center's outbound call system makes batch outbound calls, the number of outbound calls made each time is generally greater than the number of idle seats at the time. The outbound call ratio is the ratio of the outbound call volume to the number of idle seats, and the minimum outbound call ratio is 1.

[0051] In one embodiment of the present invention, the indicator of the first outbound call scenario includes at least one of the following:

[0052] Number of agents performing tasks, number of idle agents, user connection rate, successful call duration, average successful call duration, failed call duration, average failed call duration, agent service time, average agent service time, average idle time, call loss rate, and call volume.

[0053] The number of agents performing tasks is the number of agents currently talking to customers; the number of idle agents is the number of agents in an idle state; the user connection rate is the ratio of the number of connected users to the number of outbound calls made by the call system each time; the number of unassigned call agents after the user waits for tm seconds after the call is connected is called call loss. The number of call losses within the preset time is LN, and the number of connected users is CN, so the call loss rate LR = LN / CN.

[0054] The method provided in the embodiment of the present invention fully considers the indicators involved in the outbound call scenario and can provide a basis for calculating a more appropriate outbound call volume through these indicators.

[0055] In one embodiment of the present invention, the outbound call system obtains the indicator of the first outbound call scenario according to a preset period.

[0056] For example, the cycle for the outbound call system to obtain the average service time of the task, the successful call time, the failed call time, the number of agents performing the task, the user connection rate, the average idle time, and the call loss rate is ΔT.

[0057] The outbound call ratio information includes at least one first outbound call scenario information and an outbound call ratio corresponding to each first outbound call scenario information, and the first outbound call scenario information includes at least one indicator of the first outbound call scenario. The outbound call ratio in the outbound call ratio information is a more appropriate outbound call ratio for the corresponding first outbound call scenario information.

[0058] The outbound call ratio information in the method provided in the embodiment of the present invention provides a basis for the outbound call system to determine the outbound call ratio of the next outbound call. When the outbound call system uses the outbound call ratio in the outbound call ratio information, it can reduce the call loss rate of the outbound call center and improve the seat utilization rate of the outbound call center, thereby enabling the outbound call system to improve outbound call efficiency.

[0059] S120: Determine the outbound call ratio according to the indicator of the first outbound call scenario and the outbound call ratio information.

[0060] After obtaining the outbound call scenario indicator, the outbound call system matches it with the first outbound call scenario information in the outbound call ratio information. If a match is successful, the outbound call scenario indicator obtained by the outbound call system becomes the indicator of the first outbound call scenario. The outbound call system then uses the outbound call ratio in the outbound call ratio information that corresponds to the first outbound call scenario information.

[0061] The method provided in the embodiment of the present invention determines the outbound call ratio, providing a basis for the outbound call system to determine the outbound call volume, thereby enabling the outbound call system to improve the outbound call efficiency.

[0062] S130: Determine the outbound call volume according to the indicator of the first outbound call scenario and the outbound call ratio.

[0063] After the outbound call system determines the outbound call ratio for the next outbound call, it calculates the next outbound call volume based on the number of idle seats, call volume and call loss rate.

[0064] The method provided by the embodiment of the present invention can determine a more appropriate outbound call volume, thereby improving the outbound call efficiency of the outbound call system.

[0065] In one embodiment of the present invention, before calculating the outbound call volume, the outbound call adjustment ratio is first calculated based on the outbound call ratio; then, the outbound call volume is calculated based on the outbound call scenario indicator, the outbound call ratio, and the outbound call adjustment ratio. The calculation formula is as follows:

[0066] W=λ*LR*(si*cr-R)

[0067] Where W is the outbound call volume; λ is the outbound call adjustment ratio, which is adjusted according to the outbound call adjustment ratio; LR is the call loss rate; si is the number of idle seats; cr is the outbound call ratio; and R is the call volume.

[0068] The method provided in the embodiment of the present invention can adjust the outbound call volume according to the outbound call ratio, obtain a more appropriate outbound call volume, and improve the outbound call efficiency of the outbound call system.

[0069] S140: Make an outbound call according to the outbound call volume.

[0070] After the outbound call system determines the outbound call volume for the next outbound call, it obtains the call volume and the number of the next outbound call and makes batch outbound calls.

[0071] The outbound call system of the present invention can determine the more suitable outbound call ratio of the next outbound call corresponding to the first outbound call scene information through the indicators of the first outbound call scene and the outbound call ratio information, thereby determining the more suitable outbound call volume of the next outbound call based on the indicators of the first outbound call scene and the outbound call ratio, which can reduce the call loss rate, increase the seat utilization rate, and thus improve the outbound call efficiency.

[0072] The above describes a method for making an outbound call. The following describes how to obtain outbound call ratio information.

[0073] like Figure 2 As shown, the following steps are included:

[0074] S210: Obtain an indicator of the first outbound call scenario corresponding to each first outbound call scenario in the at least one first outbound call scenario information.

[0075] S220: Determine the outbound call ratio of each first outbound call scenario information that meets a preset condition based on the indicator of the first outbound call scenario corresponding to each first outbound call scenario information, and obtain the outbound call ratio information.

[0076] The preset condition may be: when the outbound call ratio corresponding to the first outbound call scenario information is adopted, the LR <LR Max , LS∈(LS Min , LS Max );LR is the call loss rate, LR Max is the maximum call loss rate allowed, LS is the average idle time of the agent, Min The minimum average idle time allowed is LS Max The maximum average idle time allowed.

[0077] The method provided by an embodiment of the present invention calculates the outbound call ratio that meets the preset conditions corresponding to each first scene information, that is, a more appropriate outbound call ratio, based on the indicators of the first outbound call scene corresponding to each first outbound call scene information, and counts each first scene information and the outbound call ratio that meets the preset conditions corresponding to each first scene information, thereby obtaining the outbound call ratio information.

[0078] The following describes how to obtain the outbound call ratio corresponding to each first outbound call scenario information.

[0079] like Figure 3 As shown, the following steps are included:

[0080] S310: Obtain outbound call scenario information and an outbound call ratio of an outbound call scenario.

[0081] The indicators of this outbound call scenario are the same as those of the first outbound call scenario.

[0082] Set the interval time for calculating outbound call volume to Δt, and the maximum allowed call loss rate to LR Max , the allowed waiting time for the agent is (LS Min , LS Max ), the outbound call ratio simulation time of each first outbound call scenario is T, and the allowed user waiting time is tm. The minimum outbound call ratio is 1, and the maximum outbound call ratio is CR Max Obtain at least one first outbound call scenario information and an outbound call ratio.

[0083] S320, simulates an agent performing a task.

[0084] The server simulates a call center agent performing a task. It records the first execution time of the task, Tstart, and obtains the number of idle agents si currently performing the task and the current call volume R at time T1.

[0085] S330, calculating the number of idle seats and the current call volume.

[0086] The server calculates the current number of idle seats in the call center and the current call volume of the calling users.

[0087] S340, calculating the next call volume.

[0088] Get the current number of idle seats si and the current outbound call volume R, and then the formula for predicting the number of outbound calls next time is as follows:

[0089] si*cr-R

[0090] The server calculates the call volume and simulates an outbound call.

[0091] According to the number of agents performing tasks in at least one first scenario, states such as different agents signing in to the call center to perform tasks, being assigned sessions, and being idle with no sessions are simulated.

[0092] S350 simulates the user's call connection and assigns an agent to the user, filtering out unanswered calls.

[0093] The system simulates the calling user and the scenarios after the user is connected based on the indicators of the outbound call scenario, such as: successful call duration sr, failed call duration fr, and agent service duration sr; simulates calling the user and getting connected after sr seconds, simulates the user waiting for tm seconds without agent service and then hanging up, simulates the user waiting for tm seconds and then being transferred to an agent and then hanging up after st seconds, simulates calling the user and then hanging up after fr seconds.

[0094] S360: Determine whether the preset time has been reached.

[0095] After calculating the outbound call volume, determine whether the execution time of the task (T1-Tstart) reaches the preset time T. If so, suspend execution and execute step S370; if not, execute steps S330 to S360 after Δt, and update T1, T1=T1+Δt.

[0096] S370: Count the indicators of the first outbound call scenario.

[0097] In one embodiment provided by the present invention, after obtaining the outbound call scenario indicators within the statistical duration T, the average number of task execution seats, user connection rate, average successful ringing duration, average failed ringing duration, and average agent service duration are used as indicators of a first outbound call scenario to obtain a first outbound call scenario information.

[0098] Set the outbound call scene information according to different outbound call scenes. Figure 3 By simulating the method flow shown, multiple first outbound call scenario information can be obtained.

[0099] The method provided in the embodiment of the present invention can obtain at least one outbound call scenario information, providing a basis for determining outbound call ratio information.

[0100] In one embodiment of the present invention, determining the outbound call ratio of each first outbound call scenario that meets a preset condition according to an indicator of the first outbound call scenario corresponding to each first outbound call scenario includes:

[0101] According to the index of the first outbound call scenario corresponding to each first outbound call scenario information, a binary search algorithm is used to calculate the outbound call ratio of each first outbound call scenario information that meets a preset condition.

[0102] The number of times an agent is idle during time T is recorded as LSN. The total idle time is LST = LSX1 + LSX2 + ... + LSXN. The average idle time is LS = LST / LSN.

[0103] Among them, LSX1, LSX2, and LSXN represent the first idle time, second idle time, and Nth idle time of the agent, N is a positive integer greater than 2, and LSN represents the total idle time of the call center agent.

[0104] The number of agent calls that are not assigned after the user is connected and waiting for tm seconds is called call loss. The number of task call losses within T time is LN, the number of calls connected is CN, and the call loss rate LR = LN / CN.

[0105] If LR>LR Max , set the outbound call ratio to cr = cr / 2, cr∈(0, CR Max ), if LR=0, set the outbound call ratio to cr=2*(CR Max-cr), cr∈(0,CR Max ). If LS <LS Min , cr=α*cr,cr∈(0,CR Max ). If LS>LS Max , cr=β*cr,cr∈(0,CR Max ), update cr and restart training the current scene. <LR Max , LS∈(LS Min , LS Max ), the more appropriate outbound call ratio corresponding to the current first outbound call scenario information is cr.

[0106] Where α and β are constant parameters, which are determined according to requirements during the calculation process.

[0107] Each first outbound call scenario information is matched one-to-one with a more appropriate outbound call ratio, and outbound call ratio information is statistically generated.

[0108] The method provided by the embodiment of the present invention can obtain outbound call ratio information, providing a basis for improving the outbound call efficiency of the outbound call center.

[0109] In one embodiment of the present invention, after obtaining the outbound call ratio information, the method further includes: Figure 4 The method steps shown.

[0110] S410: Using a polynomial regression algorithm on the outbound call ratio information, determine a linear relationship between the outbound call ratio and the first outbound call scenario information.

[0111] Determine the linear relationship between the outbound call ratio and the number of seats performing the task, the user connection rate, the duration of successful calls, the duration of failed calls, and the duration of agent service, and identify the linear relationship as: cr = F(st, sr, fr, c, s). That is, input the first outbound call scenario information, and output the outbound call ratio corresponding to the first outbound call scenario information through the linear relationship.

[0112] The embodiment of the present invention can determine the linear relationship between the outbound call ratio and the first outbound call scenario information through a polynomial regression algorithm, and then the outbound call system can determine a more appropriate outbound call ratio based on the linear relationship when making an outbound call, thereby improving the outbound call efficiency.

[0113] In one embodiment of the present invention, after obtaining the linear relationship between the outbound call ratio and the first outbound call scenario information, the formula of the linear relationship is verified. The following steps are included:

[0114] S1. Generate verification-type outbound call scenario information that does not overlap with the first outbound call scenario information.

[0115] S2. Generate outbound call ratio information under each verification-type outbound call scenario information using the above linear relationship formula.

[0116] S3. Use verification-type outbound call scenario information to simulate an outbound call.

[0117] Simulate s agents to perform tasks, select user numbers that meet the requirements and generate a task number list according to the specifications. Perform an outbound call every interval Δt within time T. At time T1 when performing the outbound call, obtain the number of idle agents si currently performing the task. The current task ringing volume R and the predicted number of outbound calls this time are: λ*LR*(si*cr-R).

[0118] S4, obtain the average idle time LS and call loss rate LR in the time period T, if LS∈(ST Min ,ST Max ), LR <LR Max , then the formula of the linear relationship meets the requirements; if it does not meet LS∈(ST Min ,ST Max ), LR <LR Max , then adjust the formula of the linear relationship until the requirements are met.

[0119] The method provided in the embodiment of the present invention can verify the linear relationship between the outbound call ratio and the first outbound call scenario information to obtain a linear relationship that meets the requirements.

[0120] S420: Obtain second outbound call scenario information, where the second outbound call scenario information is outbound call scenario information other than the first outbound call scenario information.

[0121] The outbound call system obtains second outbound call scene information, which is outbound call scene information other than the first outbound call scene information, wherein the second outbound call scene information includes at least one indicator of the second outbound call scene, and the indicator of the second outbound call scene is the same as the indicator of the first outbound call scene.

[0122] S430: Calculate the outbound call ratio corresponding to the second outbound call scenario information according to the linear relationship.

[0123] According to the linear relationship obtained in step S410, the outbound call ratio corresponding to the second outbound call scenario information is calculated.

[0124] S440: Store the second outbound call scenario information and the outbound call ratio corresponding to the second outbound call scenario information into the outbound call ratio information to update the outbound call ratio information.

[0125] The method provided by the embodiment of the present invention can calculate the more appropriate outbound call ratio for the outbound call scenario information when the outbound call scenario information obtained by the outbound call system does not belong to the first outbound call scenario information, and update the outbound call ratio information at the same time, so as to determine the more appropriate outbound call ratio corresponding to the outbound call scenario, thereby reducing the call loss rate, improving the seat utilization rate, and further improving the outbound call efficiency.

[0126] In one embodiment provided by the present invention, when a task just begins and there is no outbound call scenario information or the outbound call scenario information is too little, relevant experience values ​​are used instead of actual outbound call scenario information to determine the next outbound call volume.

[0127] The embodiment of the present invention also provides an outbound call device, such as Figure 5 shown.

[0128] The outbound calling apparatus 500 includes an acquisition module 510 , a determination module 520 and an outbound calling module 530 .

[0129] The acquisition module 510 is used to obtain the indicators and outbound call ratio information of the first outbound call scenario, and the outbound call ratio information includes at least one first outbound call scenario information and the outbound call ratio corresponding to each first outbound call scenario information; wherein, the information of the first outbound call scenario includes at least one indicator of the first outbound call scenario.

[0130] The determination module 520 is used to determine the outbound call ratio according to the indicator of the first outbound call scenario and the outbound call ratio information; and is also used to determine the outbound call volume according to the indicator of the first outbound call scenario and the outbound call ratio.

[0131] The outbound call module 530 is configured to make outbound calls according to the outbound call volume.

[0132] The outbound call device provided in the embodiment of the present invention can determine a more suitable outbound call ratio for the next outbound call corresponding to the first outbound call scenario information through the indicators of the first outbound call scenario and the outbound call ratio information, thereby determining a more suitable outbound call volume for the next outbound call based on the indicators of the first outbound call scenario and the outbound call ratio, which can reduce the call loss rate, increase the seat utilization rate, and thus improve the outbound call efficiency.

[0133] In one embodiment of the present invention, the indicator of the first outbound call scenario includes at least one of the following:

[0134] Number of agents performing tasks, number of idle agents, user connection rate, successful call duration, average successful call duration, failed call duration, average failed call duration, agent service time, average agent service time, average idle time, call loss rate, and call volume.

[0135] In an embodiment of the present invention, the acquisition module 510 is further configured to acquire an indicator of the first outbound call scenario corresponding to each first outbound call scenario in the at least one first outbound call scenario information.

[0136] The determination module 520 is further used to determine the outbound call ratio of each first outbound call scenario information that meets the preset conditions based on the indicator of the first outbound call scenario corresponding to each first outbound call scenario information, and obtain the outbound call ratio information.

[0137] The preset condition can be that the outbound call ratio corresponding to the first outbound call scenario information is adopted, and the LR is satisfied. <LR Max , LS∈(LS Min , LS Max ).

[0138] The device provided by the embodiment of the present invention calculates the outbound call ratio that meets the preset conditions corresponding to each first scene information, that is, the more appropriate outbound call ratio, by calculating the outbound call ratio information based on the index of the first outbound call scene corresponding to each first outbound call scene information.

[0139] In an embodiment of the present invention, the determination module 520 is further configured to use a polynomial regression algorithm on the outbound call ratio information to determine a linear relationship between the outbound call ratio and the first outbound call scenario information.

[0140] The acquisition module 510 is further configured to acquire second outbound call scenario information, where the second outbound call scenario information is outbound call scenario information other than the first outbound call scenario information.

[0141] The determination module 520 is also used to calculate the outbound call ratio corresponding to the second outbound call scenario information based on the linear relationship, and then store the second outbound call scenario information and the outbound call ratio corresponding to the second outbound call scenario information into the outbound call ratio information to update the outbound call ratio information.

[0142] The device provided by the embodiment of the present invention can calculate the more appropriate outbound call ratio for the outbound call scenario when the outbound call scenario information obtained by the outbound call system does not belong to the first outbound call scenario information, and update the outbound call ratio information at the same time. It can determine the more appropriate outbound call ratio corresponding to the outbound call scenario, thereby reducing the call loss rate, increasing the seat recruitment rate, and further improving the outbound call efficiency.

[0143] The outbound call device provided by the embodiment of the present invention performs Figure 1 The various steps in the method shown can achieve the technical effect of improving outbound call efficiency, which will not be described in detail here for the sake of brevity.

[0144] Figure 6 A schematic diagram of the hardware structure of an electronic device provided by an embodiment of the present invention is shown.

[0145] The electronic device may include a processor 601 and a memory 602 storing computer program instructions.

[0146] Specifically, the processor 601 may include a central processing unit (CPU), or an application specific integrated circuit (ASIC), or may be configured to implement one or more integrated circuits of the embodiment of the present invention.

[0147] The memory 602 may include a large-capacity memory for data or instructions. By way of example and not limitation, the memory 602 may include a hard disk drive (HDD), a floppy disk drive, a flash memory, an optical disk, a magneto-optical disk, a magnetic tape, or a universal serial bus (USB) drive, or a combination of two or more of these. Where appropriate, the memory 602 may include a removable or non-removable (or fixed) medium. Where appropriate, the memory 602 may be inside or outside the integrated gateway disaster recovery device. In a specific embodiment, the memory 602 is a non-volatile solid-state memory. In a specific embodiment, the memory 602 includes a read-only memory (ROM). Where appropriate, the ROM may be a mask-programmed ROM, a programmable ROM (PROM), an erasable PROM (EPROM), an electrically erasable PROM (EEPROM), an electrically rewritable ROM (EAROM), or a flash memory, or a combination of two or more of these.

[0148] The processor 601 reads and executes the computer program instructions stored in the memory 602 to implement Figures 1 to 4 Any outbound calling method in the illustrated embodiments.

[0149] In one example, the electronic device may further include a communication interface 603 and a bus 610. Figure 6 As shown, the processor 601, the memory 602, and the communication interface 603 are connected via a bus 610 and communicate with each other.

[0150] The communication interface 603 is mainly used to implement communication between various modules, devices, units and / or equipment in the embodiment of the present invention.

[0151] Bus 610 comprises hardware, software or both, couples the parts of electronic equipment to each other.For example, and not limitation, bus can comprise accelerated graphics port (AGP) or other graphics bus, enhanced industry standard architecture (EISA) bus, front side bus (FSB), hypertransport (HT) interconnection, industry standard architecture (ISA) bus, infinite bandwidth interconnection, low pin count (LPC) bus, memory bus, micro channel architecture (MCA) bus, peripheral component interconnection (PCI) bus, PCI-Express (PCI-X) bus, serial advanced technology attachment (SATA) bus, video electronics standard association local (VLB) bus or other suitable bus or two or more of these combinations.In suitable cases, bus 610 can comprise one or more buses.Although the embodiment of the present invention describes and shows specific bus, the present invention considers any suitable bus or interconnection.

[0152] The electronic device can execute the outbound call method in the embodiment of the present invention, thereby realizing the combination Figure 1 Describes the outbound calling method.

[0153] In addition, in conjunction with the outbound call method in the above embodiment, the present invention can provide a computer storage medium for implementation. The computer storage medium stores computer program instructions; when the computer program instructions are executed by a processor, any of the outbound call methods in the above embodiment is implemented.

[0154] It should be understood that the present invention is not limited to the specific configurations and processes described above and illustrated in the figures. For the sake of brevity, a detailed description of known methods is omitted. In the above embodiments, several specific steps are described and illustrated as examples. However, the method of the present invention is not limited to the specific steps described and illustrated. Those skilled in the art may make various changes, modifications, and additions, or change the order of the steps after understanding the spirit of the present invention.

[0155] The functional blocks shown in the above-described block diagram can be implemented as hardware, software, firmware or a combination thereof. When implemented in hardware, it can be, for example, an electronic circuit, an application specific integrated circuit (ASIC), appropriate firmware, a plug-in unit, a function card or the like. When implemented in software, the elements of the present invention are programs or code segments that are used to perform the required tasks. The program or code segment can be stored in a machine-readable medium, or transmitted on a transmission medium or a communication link by a data signal carried in a carrier wave. "Machine-readable medium" can include any medium capable of storing or transmitting information. Examples of machine-readable media include electronic circuits, semiconductor memory devices, ROMs, flash memories, erasable ROMs (EROMs), floppy disks, CD-ROMs, optical disks, hard disks, optical fiber media, radio frequency (RF) links, etc. The code segment can be downloaded via a computer network such as the Internet, an intranet, etc.

[0156] It should also be noted that the exemplary embodiments described herein describe methods or systems based on a series of steps or devices. However, the present invention is not limited to the order of the steps described above. In other words, the steps may be performed in the order described in the embodiments, or in a different order, or several steps may be performed simultaneously.

[0157] The above description is only a specific embodiment of the present invention. Those skilled in the art will clearly understand that for the convenience and brevity of description, the specific working processes of the systems, modules and units described above can refer to the corresponding processes in the aforementioned method embodiments, and will not be repeated here. It should be understood that the protection scope of the present invention is not limited to this. Any person skilled in the art can easily think of various equivalent modifications or replacements within the technical scope disclosed by the present invention, and these modifications or replacements should be included in the protection scope of the present invention.

Claims

1. An outbound calling method, characterized in that: The method comprises: Obtaining an indicator and outbound call ratio information of a first outbound call scenario, the outbound call ratio information including at least one first outbound call scenario information and an outbound call ratio corresponding to each first outbound call scenario information; wherein the first outbound call scenario information includes at least one indicator of the first outbound call scenario; Determining the outbound call ratio according to the indicator of the first outbound call scenario and the outbound call ratio information; Determining an outbound call volume based on the indicator of the first outbound call scenario and the outbound call ratio; making outbound calls according to the outbound call volume; Before obtaining the indicator and outbound call ratio information of the first outbound call scenario, the method further includes: Obtaining an indicator of the first outbound call scenario corresponding to each first outbound call scenario information in the at least one first outbound call scenario information; Based on the indicator of the first outbound call scenario corresponding to each first outbound call scenario information, a binary search algorithm is used to calculate the outbound call ratio of each first outbound call scenario information that meets a preset condition, thereby obtaining the outbound call ratio information. Each first outbound call scenario information is obtained by simulating the corresponding first outbound call scenario, and the preset condition includes: when the outbound call ratio corresponding to each first outbound call scenario information is used, the value of the call loss rate and the value of the average idle time of the agent meet the preset condition; After obtaining the outbound call ratio information, the method further includes: A polynomial regression algorithm is used on the outbound call ratio information to determine a linear relationship between the outbound call ratio and an indicator of the first outbound call scenario.

2. The method according to claim 1, characterized in that The indicator of the first outbound call scenario includes at least one of the following: Number of agents performing tasks, number of idle agents, user connection rate, successful call duration, average successful call duration, failed call duration, average failed call duration, agent service time, average agent service time, average idle time, call loss rate, and call volume.

3. The method according to claim 1, characterized in that After obtaining the outbound call ratio information, the method further includes: Obtaining second outbound call scenario information, where the second outbound call scenario information is outbound call scenario information other than the first outbound call scenario information; wherein the second outbound call scenario information includes at least one indicator of the second outbound call scenario, and the indicator of the second outbound call scenario is the same as the indicator of the first outbound call scenario; Calculating the outbound call ratio corresponding to the second outbound call scenario information according to the linear relationship; The second outbound call scenario information and the outbound call ratio corresponding to the second outbound call scenario information are stored in the outbound call ratio information to update the outbound call ratio information.

4. The method according to claim 1, wherein The determining the outbound call volume according to the indicator of the first outbound call scenario and the outbound call ratio includes: Calculating an outbound call adjustment ratio according to the outbound call ratio; The outbound call volume is calculated based on the indicator of the outbound call scenario, the outbound call ratio and the outbound call adjustment ratio.

5. The method according to claim 1, wherein The obtaining of the indicator of the first outbound call scenario includes: The indicator of the first outbound call scenario is obtained according to a preset period.

6. An outbound calling device, characterized in that: The device comprises: an acquisition module, configured to acquire an indicator and outbound call ratio information of a first outbound call scenario, wherein the outbound call ratio information includes at least one first outbound call scenario information and an outbound call ratio corresponding to each first outbound call scenario information; wherein the first outbound call scenario information includes at least one indicator of the first outbound call scenario; a determination module, configured to determine the outbound call ratio according to the indicator of the first outbound call scenario and the outbound call ratio information; and further configured to determine the outbound call volume according to the indicator of the first outbound call scenario and the outbound call ratio; An outbound call module, configured to make outbound calls according to the outbound call volume; The acquisition module is further configured to acquire an indicator of the first outbound call scenario corresponding to each piece of first outbound call scenario information in the at least one first outbound call scenario information; The determining module is further configured to calculate, based on an indicator of the first outbound call scenario corresponding to each first outbound call scenario information, the outbound call ratio for each first outbound call scenario information that satisfies a preset condition using a binary search algorithm to obtain the outbound call ratio information, wherein each first outbound call scenario information is obtained by simulating the corresponding first outbound call scenario, and the preset condition includes: when the outbound call ratio corresponding to each first outbound call scenario information is used, a call loss rate value and an average idle time of an agent value satisfy a preset condition; The determination module is further configured to use a polynomial regression algorithm on the outbound call ratio information to determine a linear relationship between the outbound call ratio and an indicator of the first outbound call scenario.

7. An electronic device, characterized in that: The device includes: a processor and a memory storing computer program instructions; when the processor executes the computer program instructions, the outbound calling method according to any one of claims 1 to 5 is implemented.

8. A computer storage medium, characterized in that The computer storage medium stores computer program instructions, which, when executed by a processor, implement the outbound calling method according to any one of claims 1 to 5.

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