A telephone automated outbound call processing method and dealer call center system

Abstract

The present invention relates to an automated outbound call processing method and a dealer call center system, comprising: building a data task pool; defining the priority of the data task pool; defining an automatic allocation mode and an automatic outbound call mode; putting different data into a corresponding data task pool; identifying a user identity and dealer information according to an outbound call request sent, and finding a related data task pool; taking data from the task pool in turn through a responsibility chain mode according to the priority defined in the task pool, and returning the data after taking outbound callable data; obtaining outbound call data, and calling an APP through a websocket, the APP automatically initiates an outbound call, monitors the call status of a mobile phone, and sends it to a server in real time, the server notifies a web page through a websocket, and updates the call status on the web page in real time; after the call is hung up, the mobile phone or the carrier sends a call list and a recording to the server; generating the next outbound call task according to the outbound call result; and regularly loading the data of all dealers and telemarketing specialists who have return outbound call tasks on that day.

Description

Technical Field

[0001] The present invention relates to the technical field of dealer call center systems, and more specifically, to an automated outbound call processing method and a dealer call center system. Background Art

[0002] At present, the existing DCC (Dealer Call Center) system software has not yet realized the automatic allocation of outbound call tasks, automatic outbound calls, and automatic planning of the next outbound call time. It is mainly through the manager manually assigning tasks to telemarketing specialists, who find the outbound call tasks in the outbound call list, click to make the outbound call, and manually set the next contact time according to the situation after the outbound call.

[0003] It can be seen that the existing DCC system software lacks automated logic processing, and a large number of selection processes require manual operation and judgment. The system processing logic is too simple and does not give full play to the computing and logic processing capabilities of the computer system. In terms of automatic allocation of outbound call tasks, attribution matching, automatic dialing, and dynamic planning of the next outbound call task, it lacks more specific, detailed, and systematic process methods and algorithms.

[0004] The preceding description is intended to provide general background information and does not necessarily constitute prior art. Summary of the invention

[0005] The purpose of the present invention is to provide a telephone automated outbound call processing method and a dealer call center system, which solves the problems of manual management of outbound call tasks, manual phone calls, and scheduled return visits, which are inefficient, complex, non-standard, error-prone, time-consuming and labor-intensive.

[0006] The present invention provides a method for processing telephone automated outbound calls, comprising the following steps:

[0007] S1: Build a data task pool, which includes a vertical media data task pool, a new clue data task pool, a return visit data task pool and a temporary data task pool;

[0008] S2: Define the priority of the data task pool;

[0009] S3: define automatic allocation mode and automatic outbound call mode, wherein the automatic allocation mode includes order grabbing mode, blind grabbing mode, automatic matching mode, public pool claiming mode and average allocation mode; the automatic outbound call mode includes automatic outbound call, manual outbound call, private number redial mode and fully autonomous mode;

[0010] S4: Put different data into the corresponding data task pool according to clue type and processing progress;

[0011] S5: According to the outbound call request, identify the user identity and dealer information, and find the relevant data task pool;

[0012] S6: According to the priority defined by the task pool, data is retrieved from the task pool in sequence through the responsibility chain mode, and the data is returned after the outbound data is retrieved;

[0013] S7: Get outbound call data and call the APP through websocket. The APP automatically initiates an outbound call and monitors the call status of the mobile phone, and sends it to the server in real time. The server notifies the web page through websocket, and the call status is updated in real time on the web page.

[0014] S8: After the call is hung up, the mobile phone or carrier will send the call record and recording to the server;

[0015] S9: Generate the next outbound call task according to the outbound call result;

[0016] S10: Regularly load the data of all dealers and telesales specialists who have outbound call tasks for the day.

[0017] Furthermore, the data task pool in step S1 is a corresponding data set in the memory database.

[0018] Furthermore, the vertical media data task pool includes a vertical media public pool, a vertical media private pool and a vertical media unconnected pool; the new clue data task pool includes a new clue public pool, a new clue private pool and a new clue unconnected pool; the follow-up data task pool includes a customer follow-up pool, a customer follow-up unconnected pool and a customer follow-up designated time pool; the temporary data task pool includes a temporary task pool and a temporary task unconnected pool.

[0019] Furthermore, the priorities of the defined data task pools are, from high to low, customer return visit designated time pool, vertical media public pool, vertical media private pool, vertical media unconnected pool, new lead public pool, new lead private pool, new lead unconnected pool, customer return visit pool, customer return visit unconnected pool, temporary task pool and temporary task unconnected pool.

[0020] Furthermore, the step S6 further includes:

[0021] S61: If there is no data in the current task pool or the data has not reached the outbound call time, then fetch the data from the next task pool;

[0022] S62: If it is a task pool that specifies a specific outbound call time, after obtaining the data, it will determine whether the current time is greater than or equal to the set time. If it is greater than or equal to the set time, it is valid and the data is returned; if it is less than the set time, it is invalid and the data is put back into the corresponding task pool to continue to obtain the next task pool data.

[0023] Furthermore, the step S8 further includes:

[0024] S81: Processing data according to the call status of the call record. If the call is not connected, creating a follow-up record, setting the next outbound call time, or terminating the outbound call according to the set rules;

[0025] S82: If the call is connected, the telemarketer will enter the information, and the system will contact the next outbound call time according to the interval set for the lead level.

[0026] Furthermore, the step S9 further includes:

[0027] S91: If the data is not connected and automatically processed, the next contact time is calculated according to the not connected rule setting;

[0028] S92: If the data is submitted manually by a telemarketer, the next contact time is calculated based on the lead level and the manually submitted information;

[0029] S93: If the next contact time is on the same day, add it to the task pool, the next contact record table, and the outbound call task record;

[0030] S94: If the next contact time is the next day or later, it is only added to the next contact record table.

[0031] Furthermore, the follow-up record in step S81 includes the follow-up person, follow-up time, connection status, and reason for non-connection.

[0032] The present invention also provides a dealer call center system, which is applied to the above-mentioned telephone automated outbound call processing method.

[0033] Furthermore, it includes a rule configuration module, an outbound call automatic allocation module, an automatic outbound call processing module, a next outbound call task creation module and an outbound call task loading module; the rule configuration module is used to configure the task allocation rules in the interface, configure the next outbound call rules, load the rule configuration data during operation, and perform real-time update and dynamic adjustment after the user modifies the rules; the outbound call automatic allocation module is used to put different data into the corresponding outbound call task pool according to the lead type and processing progress; the automatic outbound call processing module is used to obtain the outbound call data from the outbound call automatic allocation module after the automatic outbound call is enabled; the next outbound call task creation module is used to generate the next outbound call task according to the outbound call results; the outbound call task loading module is used to regularly load the data of all dealers and telemarketing specialists who have follow-up outbound call tasks on that day.

[0034] The automated outbound call processing method provided by the present invention realizes automatic allocation of outbound call tasks, automatic dialing of telephones, automatic planning of next outbound call time, and regular generation of return call tasks through rule configuration and computer algorithm operation; the entire dealer's telemarketing business is like an automated assembly line, and the telemarketing specialists are the workers on the assembly line; by operating according to the process and rules planned by the system, the dealer can complete their work efficiently, standardizedly, and easily; the problems of manual management of outbound call tasks, manual dialing, and arranging regular return visits, which are inefficient, complex, non-standard, error-prone, time-consuming, and labor-intensive, are solved. BRIEF DESCRIPTION OF THE DRAWINGS

[0035] Figure 1 A flowchart of the method for automated outbound call processing provided in Example 1 of the present invention.

[0036] Figure 2 This is a module diagram of the dealer call center system provided in Example 1 of the present invention.

[0037] The reference numerals and components involved in the drawings are as follows:

[0038] 1. Rule configuration module

[0039] 2. Outbound call automatic allocation module

[0040] 3. Automatic outbound call processing module

[0041] 4. Next outbound call task creation module

[0042] 5. Outbound call task loading module DETAILED DESCRIPTION

[0043] The specific implementation of the present invention is further described in detail below in conjunction with the accompanying drawings and examples. The following examples are used to illustrate the present invention, but are not intended to limit the scope of the present invention.

[0044] The terms "first", "second", "third", "fourth" and the like in the description and claims of the present invention are used to distinguish similar objects and are not necessarily used to describe a particular order or sequence.

[0045] Example 1

[0046] Figure 1 A flowchart of the method for automated outbound call processing provided in Example 1 of the present invention.

[0047] Please refer to Figure 1 The method for processing an automated outbound call provided by the embodiment of the present invention comprises the following steps:

[0048] S1: Build a data task pool, which includes a vertical media data task pool, a new clue data task pool, a return visit data task pool and a temporary data task pool;

[0049] Specifically, the vertical media data task pool includes a vertical media public pool, a vertical media private pool and a vertical media unconnected pool; the new clue data task pool includes a new clue public pool, a new clue private pool and a new clue unconnected pool; the follow-up data task pool includes a customer follow-up pool, a customer follow-up unconnected pool and a customer follow-up designated time pool; the temporary data task pool includes a temporary task pool and a temporary task unconnected pool.

[0050] S2: define the priority of the data task pool; specifically, define the priorities of the data task pool from high to low as follows: customer return visit designated time pool, vertical media public pool, vertical media private pool, vertical media unconnected pool, new lead public pool, new lead private pool, new lead unconnected pool, customer return visit pool, customer return visit unconnected pool, temporary task pool and temporary task unconnected pool;

[0051] S3: define automatic allocation mode and automatic outbound call mode, wherein the automatic allocation mode includes order grabbing mode, blind grabbing mode, automatic matching mode, public pool claiming mode and average allocation mode; the automatic outbound call mode includes automatic outbound call, manual outbound call, private number redial mode and fully autonomous mode;

[0052] Specifically, the automatic allocation mode can adapt to different business scenarios and can specify outbound callers from source channels, so that different source channels are not allocated to different people.

[0053] Furthermore, when using the grab order mode, all leads will be stored in a public pool, and the telesalesman will automatically take leads from the public pool when working; first come, first served, the more you take, the more you get (the telesalesman can see the public pool clues). When using the blind grab mode, all leads will be stored in a public pool, and the telesalesman will automatically take leads from the public pool when working; first come, first served, the more you take, the more you get. (The telesalesman cannot see the public pool clues). When using the automatic matching mode, all leads will be automatically assigned to the designated telesales specialist. Leads without an owner will be in the public pool and will be subsequently allocated according to the grab order mode. When using the public pool claim mode, all leads will be automatically assigned to the designated telesales specialist. Leads without an owner will be in the public pool and need to be manually claimed by the telesalesman. When using the average distribution mode, the leads will first be assigned to the designated telesales specialist. For leads without an owner, they will be evenly distributed according to the set rules.

[0054] It should be noted that the basic decision-making conditions for lead allocation are as follows: the source channel of the lead, the mobile phone number of the consultant to whom the lead belongs, and the mobile phone number of the lead reserved by the consultant.

[0055] Furthermore, after automatic outbound calling is turned on, the system will automatically call the next task after each outbound call follow-up is completed, greatly improving the number and efficiency of outbound calls, and automatically submitting for unconnected leads. After manual outbound calling is turned on, each outbound call task will be pre-loaded with customer information, and the telesales staff will manually initiate the outbound call. For unconnected leads, it will be automatically submitted. The private number redial mode is similar to the manual outbound calling mode, but for unconnected leads, the telesales staff can choose to redial the private number, redial the privacy number, submit directly, or follow up. In the fully autonomous mode, after mobile phone outbound calling is turned on, each outbound call needs to be manually initiated by the telesales staff, which reduces the efficiency of outbound calls.

[0056] It should be noted that the automatic outbound call process:

[0057] Automatically obtain outbound call tasks, check the task type, set the outbound call order (new leads can be sorted in ascending and descending order based on creation time), and execute outbound calls according to the priority defined by the system;

[0058] Automatically load lead information, basic customer information, historical follow-up records, relevant knowledge base, etc.;

[0059] Automatically dial the clue phone number, the APP connected to the system sends the outbound call instruction, and the mobile phone automatically dials the outbound call without manual operation;

[0060] The outgoing call, ringing, connected and hung up status are updated and displayed on the web page in real time;

[0061] If the call is not connected, follow-up processing will be completed automatically;

[0062] After the current lead is processed, the system automatically repeats the outbound call steps to process the next lead.

[0063] S4: Put different data into the corresponding data task pool according to clue type and processing progress;

[0064] Specifically, the task pool is a corresponding data set in the memory database, which is used to store different types of waiting outbound call data;

[0065] It should be noted that different task pools use different types of data sets, and the task pool information of the clues will also be saved synchronously to the database, so that the task pool can be rebuilt when the memory is lost.

[0066] S5: According to the outbound call request, identify the user identity and dealer information, and find the relevant data task pool;

[0067] S6: According to the priority defined by the task pool, data is retrieved from the task pool in sequence through the responsibility chain mode, and the data is returned after the outbound data is retrieved;

[0068] Furthermore, if there is no data in the current task pool or the data has not reached the outbound call time, the next task pool data will be obtained; if it is a task pool that specifies a specific outbound call time, after obtaining the data, it will be determined whether the current time is greater than or equal to the set time. If it is greater than or equal to the set time, it is valid and the data is returned; if it is less than the set time, it is invalid, and the data is put back into the corresponding task pool, and the next task pool data is obtained.

[0069] S7: Get outbound call data and call the APP through websocket (WebSocket protocol is a new network protocol based on TCP). The APP automatically initiates an outbound call and monitors the call status of the mobile phone (starting outbound call, ringing, connected, and hung up), and sends it to the server in real time. The server notifies the web page through websocket and updates the call status on the web page in real time.

[0070] S8: After the call is hung up, the mobile phone or carrier will send the call record and recording to the server;

[0071] Furthermore, data processing is performed based on the call status of the call record. If the call is not connected, a follow-up record is created, the next outbound call time is set, or the outbound call is terminated according to the set rules. The system will automatically associate and save the follow-up person, follow-up time, connection status, and reason for non-connection of the lead; if the call is connected, the telemarketing specialist will enter the information, and the system will contact the setting of the next outbound call time according to the interval set at the lead level.

[0072] It should be noted that the next outbound call time or termination time of the data is basically completed in a fully automatic or semi-automatic manner; after the current data is submitted, the system will loop the above actions, automatically load the next data information and initiate an outbound call.

[0073] S9: Generate the next outbound call task according to the outbound call result;

[0074] Specifically, based on the outbound call result, if the data does not determine that the outbound call is terminated, the next outbound call task will be generated.

[0075] Furthermore, if the data is automatically processed due to a failure to connect, the next contact time will be calculated based on the failure to connect rule settings; if the data is manually submitted by telemarketers, the next contact time will be calculated based on the lead level and manually submitted information; if the next contact time is on the same day, it will be added to the task pool, next contact record table, and outbound call task record; if the next contact time is the next day or later, it will only be added to the next contact record table.

[0076] It should be noted that step S9 also includes automatic planning tasks;

[0077] Specifically, there will be two results after the leads are processed; the first is to confirm the next contact time and follow up at that time; the second is to follow up on invalid leads online.

[0078] Two ways:

[0079] Automatic processing of missed calls. According to the set rules, after the system receives a hang-up request or call record, it will add a follow-up record and set the next contact time. If the call is not connected for many times, the system can also automatically end the lead follow-up.

[0080] Manual processing, the connected data telemarketing specialist sets the lead line level according to the intention, the system presets the number of days for follow-up according to the configured different level intervals, and can also be modified manually. If not modified, the preset time will prevail.

[0081] S10: Regularly load the data of all dealers and telesales specialists who have outbound call tasks for the day.

[0082] It should be noted that the data of all dealers and telemarketing specialists who have outbound call tasks for the day are loaded regularly at dawn every day. Because only the return visits for the day need to be completed every day, the usage of the memory database is reduced. Manually load the task pool data such as the return visit data of all dealers or a single dealer, new data, etc. The task class and its relationship with dealers or telemarketing specialists are stored in the relational database, which corresponds one-to-one with the data in the memory database, and the status is updated synchronously. The cache database can be reconstructed through this persistent data record. This function is mainly used to reconstruct the task pool data when the task pool fails to load regularly, the memory fails, or the task pool data is abnormal.

[0083] The automated outbound call processing method provided by the present invention realizes automatic allocation of outbound call tasks, automatic dialing of telephones, automatic planning of next outbound call time, and regular generation of return call tasks through rule configuration and computer algorithm operation; the entire dealer's telemarketing business is like an automated assembly line, and the telemarketing specialists are the workers on the assembly line; by operating according to the process and rules planned by the system, the dealer can complete their work efficiently, standardizedly, and easily; the problems of manual management of outbound call tasks, manual dialing, and arranging regular return visits, which are inefficient, complex, non-standard, error-prone, time-consuming, and labor-intensive, are solved.

[0084] The present invention also provides a dealer call center system, which is applied to the above-mentioned telephone automated outbound call processing method.

[0085] Furthermore, the dealer call center system of the present invention includes a rule configuration module 1, an outbound call automatic allocation module 2, an automatic outbound call processing module 3, a next outbound call task creation module 4 and an outbound call task loading module 5; the rule configuration module 1 is used to configure task allocation rules in the interface, configure next outbound call rules, load rule configuration data during operation, and perform real-time updates and dynamic adjustments after the user modifies the rules; the outbound call automatic allocation module 2 is used to put different data into the corresponding outbound call task pool according to the lead type and processing progress; the automatic outbound call processing module 3 is used to obtain outbound call data from the outbound call automatic allocation module 2 after the automatic outbound call is turned on; the next outbound call task creation module 4 is used to generate the next outbound call task according to the outbound call results; the outbound call task loading module 5 is used to regularly load the data of all dealers and telemarketing specialists who have follow-up outbound call tasks on that day.

[0086] Based on the above description, it can be seen that the advantages of the present invention are:

[0087] 1. The automated outbound call processing method of the present invention realizes automatic allocation of outbound call tasks, automatic dialing of calls, automatic planning of next outbound call time, and regular generation of return call tasks through rule configuration and computer algorithm operation; it makes the entire dealer's telemarketing business like an automated assembly line, and the telemarketing specialists are the workers on the assembly line; by operating according to the process and rules planned by the system, they can complete their work efficiently, standardizedly, and easily; it solves the problems of manual management of outbound call tasks, manual calls, and scheduled return visits, which are inefficient, complex, non-standard, error-prone, time-consuming, and labor-intensive.

[0088] The above is only a specific embodiment of the present invention, but the protection scope of the present invention is not limited thereto. Any person skilled in the art can easily think of changes or substitutions within the technical scope disclosed by the present invention, which should be included in the protection scope of the present invention. Therefore, the protection scope of the present invention should be based on the protection scope of the claims.

Claims

1. A method for processing an automated outbound call, characterized in that: The following steps are involved: S1: Build a data task pool, which includes a vertical media data task pool, a new clue data task pool, a return visit data task pool and a temporary data task pool; S2: Define the priority of the data task pool; S3: define automatic allocation mode and automatic outbound call mode, wherein the automatic allocation mode includes order grabbing mode, blind grabbing mode, automatic matching mode, public pool claiming mode and average allocation mode; the automatic outbound call mode includes automatic outbound call, manual outbound call, private number redial mode and fully autonomous mode; S4: Put different data into the corresponding data task pool according to clue type and processing progress; S5: According to the outbound call request, identify the user identity and dealer information, and find the relevant data task pool; S6: According to the priority defined by the task pool, data is retrieved from the task pool in sequence through the responsibility chain mode, and the data is returned after the outbound data is retrieved; S7: Get outbound call data and call the APP through websocket. The APP automatically initiates an outbound call and monitors the call status of the mobile phone, and sends it to the server in real time. The server notifies the web page through websocket, and the call status is updated in real time on the web page. S8: After the call is hung up, the mobile phone or carrier will send the call record and recording to the server; S9: Generate the next outbound call task according to the outbound call result; S10: regularly load the data of all dealers and telemarketing specialists who have outbound call tasks for the day; The vertical media data task pool includes a vertical media public pool, a vertical media private pool and a vertical media unconnected pool; the new clue data task pool includes a new clue public pool, a new clue private pool and a new clue unconnected pool; the return visit data task pool includes a customer return visit pool, a customer return visit unconnected pool and a customer return visit designated time pool; the temporary data task pool includes a temporary task pool and a temporary task unconnected pool; The priorities of the defined data task pools are, from high to low, customer return visit designated time pool, vertical media public pool, vertical media private pool, vertical media unconnected pool, new lead public pool, new lead private pool, new lead unconnected pool, customer return visit pool, customer return visit unconnected pool, temporary task pool and temporary task unconnected pool; The step S8 further comprises: S81: Processing data according to the call status of the call record. If the call is not connected, creating a follow-up record, setting the next outbound call time, or terminating the outbound call according to the set rules; S82: If the call is connected, the telemarketer will enter the information, and the system will set the next outbound call time according to the interval rules set for the lead level; The step S9 further comprises: S91: If the data is not connected and automatically processed, the next contact time is calculated according to the not connected rule setting; S92: If the data is manually submitted by a telemarketing specialist, the next contact time is calculated based on the lead level and the manually submitted information; S93: If the next contact time is on the same day, add it to the task pool, the next contact record table, and the outbound call task record; S94: If the next contact time is the next day or later, it is only added to the next contact record table.

2. The method for processing telephone automated outbound calls according to claim 1, characterized in that: The data task pool in step S1 is a corresponding data set in the memory database.

3. The method for processing telephone automated outbound calls according to claim 1, characterized in that: The step S6 further comprises: S61: If there is no data in the current task pool or the data has not reached the outbound call time, then fetch the data from the next task pool; S62: If it is a task pool that specifies a specific outbound call time, after obtaining the data, it will determine whether the current time is greater than or equal to the set time. If it is greater than or equal to the set time, it is valid and the data is returned; if it is less than the set time, it is invalid and the data is put back into the corresponding task pool to continue to obtain the next task pool data.

4. The method for processing telephone automated outbound calls according to claim 1, characterized in that: The follow-up record in step S81 includes the follow-up person, follow-up time, connection status, and reason for non-connection.

5. A dealer call center system, characterized in that: The method for processing an automated outbound call according to any one of claims 1 to 4, the system comprising a rule configuration module (1), an automatic outbound call allocation module (2), an automatic outbound call processing module (3), a next outbound call task creation module (4) and an outbound call task loading module (5); The rule configuration module (1) is used to configure task allocation rules in the interface, configure the next outbound call rules, load rule configuration data during operation, and perform real-time update and dynamic adjustment after the user modifies the rules; The outbound call automatic allocation module (2) is used to place different data into the corresponding outbound call task pool according to the lead type and processing progress; The automatic outbound call processing module (3) is used to obtain outbound call data from the automatic outbound call allocation module (2) after the automatic outbound call is started; The next outbound call task creation module (4) is used to generate the next outbound call task according to the outbound call result; The outbound call task loading module (5) is used to periodically load the data of all dealers and telemarketing specialists who have return outbound call tasks on that day.

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