Seat collection management method, system and device and storage medium

Abstract

The invention discloses a seat collection management method, system and device, and a storage medium. The method comprises the following steps: distributing a work task table according to collection seat work number information; collecting the current day work performance condition of the corresponding seat, and querying the work task indication and the current day work completion progress; evaluating the current day work assessment score of the corresponding seat; evaluating and updating the working capability index of the operator; marking the verbal skill of the operator with the highest work capability index evaluation, and transmitting the verbal skill to an excellent case library; and sending an alarm notification to the operator whose work assessment score is lower than a preset value on the next day, and pushing the excellent case to the operator. The beneficial effects of the invention are that the method can achieve the automatic and intelligent obtaining of the working state and working capability of an operator, can push excellent cases for the operator to improve the skills, optimizes and improves the working skills of all workers, and improves the seat collection success rate.

Description

Technical Field

[0001] The present invention relates to the field of computer communication technologies, and in particular, to a seat collection management method, system, device, and storage medium. Background Art

[0002] In the process of providing credit, although credit risk assessment has been carried out, borrowers may still have problems such as overdue loans in the actual credit process. To reduce the bad debt rate, the credit platform conducts collection on overdue loans.

[0003] At present, the collection management platform usually only allows managers to assign collection tasks, and cannot effectively supervise and manage the collection progress and efficiency of seat operators during their actual working hours. Therefore, it is impossible to know the collection progress of the collection tasks assigned to the collection seats, and the degree of intelligence is relatively low. Summary of the Invention

[0004] Based on this, an object of the present invention is to propose a seat collection management method, system, device, and storage medium, aiming to intelligently evaluate and supervise the improvement of the work business capabilities of seat operators, and improve the work capabilities and work efficiency of seat operators.

[0005] In a first aspect, the present application proposes a seat collection management method, and the method includes the following steps: Obtain the employee numbers of the operators input by each collection seat, and allocate a work task list according to the employee number information; Collect the daily work performance of the corresponding seat through a preset voice recognition device, where the work performance includes: the frequency of communication calls, the frequency of connections, the frequency of completed communications, and the performance of the conversation script; Query the number of promised repayments, the number of repayments, the number of promised repayment defaults, and the daily work completion progress recorded on the work task list for the current day; Evaluate the daily work assessment score of the corresponding seat according to the work performance and the work task completion progress; Count the total number of promised repayments, the total number of repayments, and the total number of promised repayment defaults of the corresponding seat operator since the start of work, and evaluate and update the work ability indicators of this operator; Mark the conversation script of the operator with the highest work ability index evaluation through a preset voice recognition device, and transmit it to the excellent case library; Send an alarm notice to the operator with a work assessment score lower than the preset value on the next day, and push excellent cases to this operator.

[0006] The seat collection management method proposed by the present invention can automatically and intelligently obtain the working status and working ability of operators by collecting the progress of the completion of the work tasks of seat operators and the specific status of work cases as evaluation criteria to quantify the work results of operators. In addition, it can push excellent cases to operators for skill improvement, optimize and improve the operation skills of all staff, and enhance the success rate of seat collection.

[0007] Preferably, the step of allocating the work task table according to the employee number information specifically includes: Obtain the work task volume to be allocated, where the work task to be allocated is uploaded by management personnel or business personnel. Obtain the average daily completion work volume and the work volume to be completed for each operator. Form work volume proportion data according to the average daily completion work volume of each operator. Sum up the work volumes to be completed of all operators and the work volume to be allocated, and calculate the allocated work volume of the corresponding operator. The calculation method of the allocated work volume of the corresponding operator is: Allocated work volume = total work volume * proportion of the work volume of the corresponding operator - work volume to be completed.

[0008] Preferably, the step of collecting the daily work performance of the corresponding seat through a preset voice recognition device specifically includes: Record the dialing response status of the seat communication device. When the dialing response status is rejected or not responded, increment the communication call frequency statistical data by one. When the dialing response status is connected, monitor the communication process and determine whether there is sensitive content at the seat end of this communication based on voice recognition. If so, mark this dialing as an unqualified conversation, and send the text conversion of this passed content and the seat personnel's employee number information to the management position personnel account. If not, determine the category to which this communication belongs and the communication completion situation according to voice recognition. If it is determined that the communication is completed, increment the communication call frequency and the completed communication frequency statistical data by one, and archive the text information of this communication according to the determined category. If it is determined that the communication is hung up midway, increment the communication call frequency and the connection frequency statistical data by one.

[0009] Preferably, the step of collecting the daily work performance of the corresponding seat through a preset voice recognition device further includes: Monitor the interval time between the communication call frequencies of the seat within the specified working time range. Determine whether the interval time is greater than a preset value; If so, it is determined as a warning event, and the warning event is sent to the superior management account corresponding to the seat.

[0010] In a second aspect, the present application proposes a seat collection management system, which includes: Task assignment module: used to obtain the employee numbers of the operators input by each collection seat, and allocate a work task list according to the employee number information; Collection module: used to collect the daily work performance of the corresponding seat through a preset voice recognition device, where the work performance includes: the frequency of communication calls, the frequency of connections, the frequency of completed communications, and the performance of the conversation norms; Query module: used to query the number of promised repayments, the number of repayments, the number of promised repayment defaults, and the daily work completion progress recorded on the work task list for the day; Assessment module: used to evaluate the daily work assessment score of the corresponding seat according to the work performance and the work task completion progress; Statistics module: used to count the total number of promised repayments, the total number of repayments, and the total number of promised repayment defaults of the corresponding seat operator since the start of work; Evaluation module: used to evaluate and update the work ability indicators of the operators; Data transmission module: used to mark the conversation of the operator with the highest work ability index evaluation through a preset voice recognition device and transmit it to the excellent case library; Alarm module: used to send an alarm notice to the operator with a daily work assessment score lower than the preset value on the next day, Push module: used to push excellent cases to the operators.

[0011] Preferably, the task assignment module includes: Work task acquisition unit: used to obtain the work task volume to be assigned, where the work task to be assigned is uploaded by the management personnel or business personnel; Collection unit: used to obtain the average daily completed work volume and the work volume to be completed of each operator; Analysis unit: used to form workload proportion data according to the average daily completed work volume of each operator; Allocation unit: used to sum up the work volume to be completed of all operators and the work volume to be assigned, and calculate the allocated work volume of the corresponding operator, where the calculation method of the allocated work volume of the corresponding operator is: Allocated workload = total workload * workload proportion of the corresponding operator - work volume to be completed.

[0012] Preferably, the collection module includes: Status recording unit: used to record the dialing response status of the agent communication device; First counting unit: used to increment the communication call frequency statistics data once when the dialing response status is rejection or no response; First determination unit: used to monitor the current communication process under the condition that the dialing response status is connected, and determine whether there is sensitive content at the agent end of this communication based on speech recognition; First sending unit: used to mark this dialing as non-compliant speech when it is determined that there is sensitive content at the agent end of this communication, and send the text conversion of this communication content and the agent's employee number information to the management position personnel account; Second determination unit: used to determine the category to which this communication belongs and the communication completion status according to speech recognition when it is determined that there is no sensitive content at the agent end of this communication; Second counting unit: used to increment the communication call frequency and the completed communication frequency statistics data once when it is determined that the communication is completed, and archive the text information of this communication according to the determined category; Third counting unit: used to increment the communication call frequency and the connection frequency statistics data once when it is determined that the communication is hung up halfway.

[0013] Preferably, it is characterized in that the acquisition module further includes: Interval monitoring unit: used to monitor the interval time between the communication call frequencies of the agent within the specified working time range; Duration judgment unit: used to judge whether the interval time is greater than a preset value; Early warning sending unit: used to determine it as an early warning event when it is judged that the interval time is greater than the preset value, and send the early warning event to the superior management account corresponding to the seat where it is located.

[0014] In a third aspect, the present application proposes a collection monitoring device, including a memory, a processor, and a computer program stored on the memory and executable on the processor. When the processor executes the computer program, it implements the agent collection management method as described in the first aspect above.

[0015] In a fourth aspect, the present application proposes a computer-readable storage medium, on which a computer program is stored. When the program is executed by a processor, it implements the agent collection management method as described in the first aspect above.

[0016] Other features and advantages of the present application will be described in the subsequent specification, and in part, will be obvious from the specification, or can be understood by implementing the present application. The objectives and other advantages of the present application can be realized and obtained by the structures specifically pointed out in the written specification, claims, and drawings. Description of the Drawings

[0017] The above and / or additional aspects and advantages of the present invention will become obvious and easy to understand from the description of the embodiments in conjunction with the following drawings, where: Figure 1 is a flowchart of the seat collection management method proposed in the first embodiment of the present invention; Figure 2 is Figure 1 a flowchart of the method for allocating work task sheets according to employee number information in Figure 3 is Figure 1 a flowchart of the method for collecting the daily work performance of the seat in Figure 4 is Figure 1 another flowchart of the method for collecting the daily work performance of the seat in Detailed Embodiments

[0018] In order to make the objectives, technical solutions, and advantages of the present application clearer and more understandable, the following describes and explains the present application in conjunction with the drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application. Based on the embodiments provided by the present application, all other embodiments obtained by those of ordinary skill in the art without creative efforts belong to the scope of protection of the present application.

[0019] Obviously, the drawings in the following description are only some examples or embodiments of the present application. For those of ordinary skill in the art, without creative efforts, the present application can also be applied to other similar scenarios based on these drawings. In addition, it can also be understood that although the efforts made in this development process may be complex and lengthy, for those of ordinary skill in the art related to the content disclosed in the present application, some design, manufacturing, or production changes based on the technical content disclosed in the present application are only conventional technical means and should not be understood as the content disclosed in the present application being insufficient.

[0020] References to "embodiments" in this application mean that specific features, structures, or characteristics described in connection with the embodiments can be included in at least one embodiment of this application. The phrase appears in various places in the specification and does not necessarily refer to the same embodiment, nor is it an independent or alternative embodiment mutually exclusive with other embodiments. It is explicitly and implicitly understood by those of ordinary skill in the art that the embodiments described in this application can be combined with other embodiments without conflict.

[0021] Unless otherwise defined, technical terms or scientific terms involved in this application shall have the ordinary meaning as understood by those with ordinary skills in the technical field to which this application belongs. The words "a", "an", "one", "the", and similar words involved in this application do not indicate a limitation in quantity and can represent a singular or plural number. The terms "include", "comprise", "have", and any variations thereof involved in this application are intended to cover non-exclusive inclusion. For example, a process, method, system, product, or device that includes a series of steps or modules (units) is not limited to the listed steps or units, but may further include steps or units not listed, or may further include other steps or units inherent to these processes, methods, products, or devices. The words "connect", "be connected", "couple", and similar words involved in this application are not limited to physical or mechanical connections, but may include electrical connections, whether direct or indirect. The term "plurality" involved in this application refers to two or more. "And / or" describes the association relationship of associated objects and indicates that three relationships may exist. For example, "A and / or B" may represent: A exists alone, A and B exist simultaneously, and B exists alone. The character " / " generally represents an "or" relationship between the associated objects before and after. The terms "first", "second", "third", etc. involved in this application are only used to distinguish similar objects and do not represent a specific order for the objects.

[0022] In the process of providing credit, although credit risk assessment has been carried out, problems such as overdue loans still occur for borrowers during the actual credit process. To reduce the bad debt rate, the credit platform conducts collection on overdue loans.

[0023] At present, the collection management platform usually can only allocate collection tasks by managers and cannot effectively supervise and manage the collection progress and efficiency of seat operators during their actual working hours. Therefore, it is impossible to know the collection progress of the collection tasks assigned to the collection seats, and the degree of intelligence is relatively low.

[0024] Therefore, the present invention proposes a seat collection management method, system, device, and storage medium to solve the above problems.

[0025] Please refer to Figure 1, a seat collection management method proposed in the first embodiment of the present invention. The seat collection management method includes the following steps: Step S1: Obtain the employee numbers of the operators input by each collection seat, and allocate a work task list according to the employee number information.

[0026] It can be understood that in the embodiment of the present invention, the data at the seat end is transmitted to the server end in the form of network communication. In this embodiment, the server is communicatively connected to each collection seat, and the server monitors each collection seat. When the seat obtains the employee number input from the corresponding work station, the seat enters the working state, and the server can obtain the status information of the collection seat. Whether the collection seat is in the working state or the idle state is displayed on the server's display.

[0027] It can be understood that each seat operator has its established work tasks, and the allocation of work tasks is realized through a work task list. By way of example and not limitation, in the embodiment of the present invention, the work task list at least includes: operator, operator's employee number, the cases assigned to the operator, case status, case status update time, case information details, etc.

[0028] Step S2: Collect the daily work performance of the corresponding seat through a preset voice recognition device.

[0029] Among them, the work performance includes: communication call frequency, connection frequency, completed communication frequency, and speech norm performance. It can be understood that when the server detects that the collection seat is in the working state, the server collects the collection voice information between the seat operator and the debtor (or customer) through a preset voice recognition device. Among them, the preset voice recognition device refers to a pre-set voice recognition device. For example, a digital signal processor installed on the server (a digital signal processor is a processor composed of large-scale or very large-scale integrated circuit chips used to complete a certain signal processing task), or a microphone installed at the collection seat end, that is, the server obtains the voice information collected by the collection seat microphone for voice information collection.

[0030] Step S3: Query the number of promised repayments, the number of actual repayments, the number of promised repayment defaults, and the daily work completion progress recorded on the work task list for the current day.

[0031] It can be understood that according to the update of the case status on the work task list by the seat operator during the seat working hours, the number of promised repayments, the number of actual repayments, the number of promised repayment defaults, and the completion progress of the case for the corresponding working day can be intuitively retrieved.

[0032] Step S4: Evaluate the daily work assessment score of the corresponding agent according to the work performance and the progress of task completion.

[0033] By way of example and not limitation, in the embodiments of the present invention, the specific method for scoring the daily work attendance can be scored according to the proportion of weights according to the completion of different cases to obtain the specific score details for the day.

[0034] For example, in a specific embodiment of the present invention, the weight ratio of the daily work completion progress accounts for 40%, and the daily work performance accounts for 60%. The daily work completion progress takes the number of customer commitment repayment lines and the number of repayment lines as addition items, and the number of commitment repayment bounce lines as subtraction items. The passing requirement is not less than 20 lines. The outbound call frequency requirement is not less than 150 times (accounting for 20% of the total weight), the connection frequency is not less than 70 times (accounting for 20% of the total weight), the completed communication frequency is not less than 35 times (accounting for 20% of the total weight), and the violation of the speech script specification is counted as a separate subtraction item, and 5 points will be deducted from the total score for each violation. Operator A's daily communication outbound call frequency is 179 times, the connection frequency is 62 times, the completed communication frequency is 29 times, and the number of violations of the speech script specification performance is 1 time; the number of repayment lines on the same day is 17, the commitment to repay is 11, and the commitment to repay bounce is 12. Then the specific score is as follows: The full score for the communication outbound call frequency is 20 points, the connection frequency is 20 * 62 / 70 = 17.7 points, and the completed communication frequency is 20 * 29 / 35 = 16.5 points; the score for the task completion progress is 40 * (18 + 11 - 12) / 20 = 24 points; the deduction for the violation of the speech script specification performance is 5 points. The daily work assessment score of Operator A is 20 + 17.7 + 16.5 + 24 - 5 = 73.2 points.

[0035] Step S5: Count the total number of commitment repayment lines, total repayment lines, and total commitment repayment bounce lines of the corresponding agent operator since the start of work, and evaluate and update the work ability indicators of the operator.

[0036] It can be understood that in the embodiments of the present invention, the total number of commitment repayment lines, total repayment lines, and total commitment repayment bounce lines of the operator can be retrieved according to the case status in the work task list of each agent operator. Based on this, an implementation method in the embodiments of the present invention for evaluating the work ability of the operator can specifically quantify the work ability of the operator according to the following algorithm, and its calculation method is: (Total number of commitment repayment lines of cases * 2 + Total number of repayment lines * 5 - Total number of commitment repayment bounce lines * 2) / The number of working days of the operator.

[0037] The above calculation method for evaluating agent performance is merely a preferred method. Its principle is to weight each case status and then average the average daily performance to determine the employee's performance. In other embodiments of the present invention, the weighting of case status is not specifically limited.

[0038] Step S6: The speech of the operator with the highest work ability index assessment is marked through a preset voice recognition device and transmitted to the excellent case library.

[0039] Step S7: Send an alarm notification to the operator whose work assessment score is lower than the preset value the next day, and push excellent cases to the operator.

[0040] In an embodiment of the present invention, the parameter values (preset values) of the work assessment scores can be adaptively adjusted according to the employees of each unit and the industry situation to control the appropriate proportion of employees who do not meet the standards, so as to avoid the situation where the scoring situation affects the work status of most employees.

[0041] As will be appreciated, in embodiments of the present invention, based on work capability indicator assessment information, specific shortcomings of the corresponding employee in the debt collection process can be identified. Targeted case studies can then be promoted to address these specific shortcomings. For example, if employee B's committed repayment rate is below average, but other capabilities are above average, then the primary focus for promoting excellent examples of repayment scripts from a script library (a textual database of communications regarding completed and promised repayments) will be promotional examples for employee B.

[0042] In summary, the agent collection management method provided by the present invention can automatically and intelligently obtain the work status and work ability of the agent by collecting the agent's work task completion progress and the specific status of the work case as evaluation criteria to quantify the agent's work results. It can also push excellent cases to the agent to improve their skills, optimize and improve the work skills of all staff, and improve the success rate of agent collection.

[0043] See also Figure 2 , is a flow chart of a method for allocating a work task list according to employee number information in the agent collection management method proposed in the first embodiment of the present invention. The method includes: Step S21: Obtain the amount of work tasks to be assigned.

[0044] The work tasks to be assigned are uploaded by management personnel or business personnel.

[0045] Step S22: Obtain the average daily workload and workload to be completed for each operator.

[0046] Step S23. Form workload proportion data based on the average daily workload completed by each operator.

[0047] Step S24. Sum up the workloads to be completed and the workloads to be assigned for all operators, and calculate the assigned workload for the corresponding operator.

[0048] Among them, the calculation method for the assigned workload of the corresponding operator is as follows: Assigned workload = total workload * workload proportion of the corresponding operator - workload to be completed.

[0049] Through the above method of the assignment work task table, the effect of proportional assignment according to the work efficiency of the corresponding operator can be achieved, making the arrangement of work division more reasonable and avoiding the backlog of too many cases for those with poor work efficiency, which affects the collection case processing cycle.

[0050] Preferably, please refer to Figure 3 , which is the flowchart of the method for collecting the daily work performance of the agent in the agent collection management method proposed in the first embodiment of the present invention. The method specifically includes: Step S31. Record the dialing response status of the agent's communication device.

[0051] Step S32. When the dialing response status is rejected or not responded, increment the communication call frequency statistical data by one.

[0052] Step S33. When the dialing response status is connected, monitor the current communication process and determine whether there is sensitive content at the agent end of this communication based on speech recognition.

[0053] Among them, the determination criterion for sensitive content is based on the database composed of sensitive words in the database.

[0054] Step S34. If so, mark this dialing as an unqualified conversation, and send the text conversion of this passed content and the agent's employee number information to the management position personnel account.

[0055] Step S35. If not, determine the category to which this communication belongs and the communication completion status based on speech recognition.

[0056] Step S36. If it is determined that the communication is completed, increment the communication call frequency and the completed communication frequency statistical data by one, and file the text information of this communication according to the determined category.

[0057] Step S37. If it is determined that the communication is hung up halfway, increment the communication call frequency and the connected frequency statistical data by one.

[0058] Through the above method for collecting the daily work performance of the agent seats, while achieving the precise quantification of the work conditions of the agent operators, the purpose of monitoring the agent's speech is also achieved.

[0059] Further, please refer to Figure 4 , in the agent collection management method proposed in the first embodiment of the present invention, another method flowchart for collecting the daily work performance of the agent seats, the method specifically includes: Step S41: Monitor the interval time between the communication call frequencies of the agent seat within the specified working time range.

[0060] Step S42: Determine whether the interval time is greater than a preset value.

[0061] Step S43: If so, determine it as a warning event and send the warning event to the corresponding superior management account of the seat.

[0062] Through the above method, the discovery and handling of the situation of agent operators being slack in their work can be achieved.

[0063] In the second aspect, the second embodiment of the present invention also proposes an agent collection management system. Specifically, the agent collection management system includes: Task assignment module: used to obtain the operator numbers input by each collection agent seat and allocate a work task list according to the operator number information; Collection module: used to collect the daily work performance of the corresponding agent seat through a preset voice recognition device, where the work performance includes: communication call frequency, connection frequency, completed communication frequency, and speech norm performance; Query module: used to query the number of promised repayments, the number of repayments, the number of promised repayment defaults, and the daily work completion progress recorded on the work task list for the day; Assessment module: used to evaluate the daily work assessment score of the corresponding agent seat according to the work performance and the work task completion progress; Statistics module: used to count the total number of promised repayments, the total number of repayments, and the total number of promised repayment defaults of the corresponding agent seat operator since the start of work; Evaluation module: used to evaluate and update the work ability indicators of the operator; Data transmission module: used to mark the speech of the operator with the highest work ability indicator evaluation through a preset voice recognition device and transmit it to the excellent case library; Alarm module: used to send an alarm notice to the operator with a daily work assessment score lower than the preset value on the next day, Push module: used to push excellent cases to the operator.

[0064] Preferably, the task assignment module includes: Work task acquisition unit: used to acquire the amount of work tasks to be assigned, where the work tasks to be assigned are uploaded by management personnel or business personnel; Collection unit: used to acquire the average daily completed workload and the workload to be completed for each operator; Analysis unit: used to form workload proportion data based on the average daily completed workload of each operator; Allocation unit: used to sum up the workloads to be completed of all operators and the workloads to be assigned, and calculate the allocated workload of the corresponding operator. The calculation method of the allocated workload of the corresponding operator is: Allocated workload = total workload * workload proportion of the corresponding operator - workload to be completed.

[0065] Preferably, the acquisition module includes: Status recording unit: used to record the dial response status of the agent communication device; First counting unit: used to increment the communication call frequency statistical data once when the dial response status is rejection or no response; First determination unit: used to monitor the current communication process under the condition that the dial response status is connected, and determine whether there is sensitive content at the agent end of this communication based on speech recognition; First sending unit: used to mark this dial as an unqualified conversation when it is determined that there is sensitive content at the agent end of this communication, and send the text conversion of this communication content and the agent's employee number information to the management position personnel account; Second determination unit: used to determine the category to which this communication belongs and the communication completion situation according to speech recognition when it is determined that there is no sensitive content at the agent end of this communication; Second counting unit: used to increment the communication call frequency and the completed communication frequency statistical data once when it is determined that the communication is completed, and archive the text information of this communication according to the determined category; Third counting unit: used to increment the communication call frequency and the connection frequency statistical data once when it is determined that the communication is hung up halfway.

[0066] Preferably, it is characterized in that the acquisition module further includes: Interval monitoring unit: used to monitor the interval time between the communication call frequencies of the agent within the specified working time range; Duration judgment unit: used to judge whether the interval time is greater than the preset value; Early warning sending unit: used to determine it as an early warning event in the case of judging that the interval time is greater than the preset value, and send the early warning event to the superior management account corresponding to the agent's seat.

[0067] Through the seat collection management system provided by the present invention, combined with the above seat collection management method, by collecting the work task completion progress of seat operators and the specific status of work cases as evaluation criteria to quantify the work results of operators, it is possible to automatically and intelligently obtain the work status and work ability of operators, and push excellent cases to operators for skill improvement, optimize and improve the operation skills of all staff, and improve the success rate of seat collection.

[0068] It should be noted that the above-mentioned each module can be a functional module or a program module, and can be implemented either by software or by hardware. For the modules implemented by hardware, the above-mentioned each module can be located in the same processor; or the above-mentioned each module can also be located in different processors in any combination form.

[0069] In addition, the seat collection management method of the embodiment of the present application described in conjunction with the accompanying drawings can be implemented by a collection monitoring device. The collection monitoring device can include a processor and a memory storing computer program instructions.

[0070] Specifically, the above-mentioned processor can include a central processing unit (CPU), or an application specific integrated circuit (ASIC), or one or more integrated circuits configured to implement the embodiment of the present application.

[0071] Among them, the memory may include a mass storage for data or instructions. By way of example and not limitation, the memory may include a hard disk drive (HDD), a floppy disk drive, a solid state drive (SSD), a flash memory, an optical disc, a magneto-optical disc, a magnetic tape, or a universal serial bus (USB) drive, or a combination of two or more of these. Where appropriate, the memory may include removable or non-removable (or fixed) media. Where appropriate, the memory may be internal or external to the data processing device. In a particular embodiment, the memory is non-volatile memory. In a particular embodiment, the memory includes a read-only memory (ROM) and a random access memory (RAM). 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 alterable ROM (EAROM), or a flash memory (FLASH), or a combination of two or more of these. Where appropriate, the RAM may be a static random access memory (SRAM) or a dynamic random access memory (DRAM), where the DRAM may be a fast page mode dynamic random access memory (FPMDRAM), an extended date out dynamic random access memory (EDODRAM), a synchronous dynamic random access memory (SDRAM), etc.

[0072] The memory can be used to store or cache various data files required for processing and / or communication, as well as possible computer program instructions executed by the processor.

[0073] The processor reads and executes the computer program instructions stored in the memory to implement any one of the seat collection management methods in the above embodiments.

[0074] The collection monitoring device may further include a communication interface and a bus. Among them, the processor, the memory, and the communication interface are connected through the bus and complete communication with each other.

[0075] The communication interface is used to implement communication between the modules, devices, units, and / or devices in the embodiments of the present application. The communication interface can also implement data communication with other components, such as external devices, image / data acquisition devices, databases, external storage, and image / data processing workstations, etc.

[0076] The bus includes hardware, software, or both, and couples the components of the debt collection monitoring device to each other. The bus includes, but is not limited to, at least one of the following: Data Bus, Address Bus, Control Bus, Expansion Bus, Local Bus. By way of example and not limitation, the bus may include an Accelerated Graphics Port (AGP) or other graphics bus, an Extended Industry Standard Architecture (EISA) bus, a Front Side Bus (FSB), a Hyper Transport (HT) interconnect, an Industry Standard Architecture (ISA) bus, an InfiniBand interconnect, a Low Pin Count (LPC) bus, a memory bus, a Micro Channel Architecture (MCA) bus, a Peripheral Component Interconnect (PCI) bus, a PCI-Express (PCI-X) bus, a Serial Advanced Technology Attachment (SATA) bus, a Video Electronics Standards Association Local Bus (VLB) bus, or other suitable bus or a combination of two or more of these. In suitable cases, the bus may include one or more buses. Although the embodiments of the present application describe and illustrate specific buses, the present application contemplates any suitable bus or interconnect.

[0077] Based on the acquired data information, the debt collection monitoring device can execute the agent debt collection management method in the embodiments of the present application, so as to implement the combination with Figure 1 the described agent debt collection management method.

[0078] In addition, in combination with the agent debt collection management method in the above embodiments, the embodiments of the present application can be implemented by providing a computer-readable storage medium. Computer program instructions are stored on the computer-readable storage medium; when the computer program instructions are executed by a processor, any one of the agent debt collection management methods in the above embodiments is implemented.

[0079] In the description of this specification, the description referring to terms such as "one embodiment", "some embodiments", "examples", "specific examples", or "some examples", etc. means that the specific features, structures, materials, or characteristics described in connection with the embodiment or example are included in at least one embodiment or example of the present invention. In this specification, the schematic expressions of the above terms do not necessarily refer to the same embodiment or example. Moreover, the specific features, structures, materials, or characteristics described can be combined in a suitable manner in any one or more embodiments or examples.

[0080] The above-described embodiments merely represent several implementation manners of the present invention. The description is relatively specific and detailed, but it should not be construed as a limitation on the scope of the patent for the present invention. It should be noted that for those of ordinary skill in the art, without departing from the concept of the present invention, several modifications and improvements can still be made, and these all belong to the protection scope of the present invention. Therefore, the protection scope of the patent for the present invention shall be subject to the appended claims.

Claims

1. A seat collection management method, characterized in that, The method includes: Obtaining the employee numbers of the operators input by each collection agent, and allocating a work task list according to the employee number information; Collecting the daily work performance of the corresponding agent through a preset voice recognition device, where the work performance includes: the frequency of communication calls, the number of connections, the number of completed communications, and the performance of the conversation script; Querying the number of promised repayments, the number of repayments, the number of promised repayment defaults, and the progress of daily work completion recorded on the work task list for the day; Evaluating the daily work assessment score of the corresponding agent according to the work performance and the progress of work task completion; Counting the total number of promised repayments, the total number of repayments, and the total number of promised repayment defaults of the corresponding operator since the start of work, and evaluating and updating the work ability indicators of this operator; Marking the conversation script of the operator with the highest work ability indicator evaluation through a preset voice recognition device and transmitting it to the excellent case library; Sending an alarm notice to the operator with a work assessment score lower than the preset value on the next day, and pushing excellent cases to this operator.

2. The seat collection management method according to claim 1, characterized in that The step of allocating the work task list according to the employee number information specifically includes: Obtaining the work task volume to be allocated, where the work task to be allocated is uploaded by the management personnel or business personnel; Obtaining the average daily completed work volume and the work volume to be completed of each operator; Forming workload proportion data according to the average daily completed work volume of each operator; Summing up the work volumes to be completed of all operators and the work volume to be allocated, and calculating the allocated work volume of the corresponding operator, where the calculation method of the allocated work volume of the corresponding operator is: Allocated workload = total workload * workload proportion of the corresponding operator - work volume to be completed.

3. The seat collection management method according to claim 1, characterized in that, The step of collecting the daily work performance of the corresponding agent through a preset voice recognition device specifically includes: Recording the dialing response status of the agent's communication device; When the dialing response status is rejected or not responded, incrementing the communication call frequency statistical data once; When the dialing response status is connected, monitoring the current communication process and determining whether there is sensitive content at the agent end of this communication based on voice recognition; If so, marking this dialing as a non-compliant conversation script, and sending the text conversion of this passed content and the agent's employee number information to the management position personnel account; If not, determining the category to which this communication belongs and the communication completion situation according to voice recognition; If it is determined that the communication is completed, incrementing the communication call frequency and the completed communication frequency statistical data once, and archiving the text information of this communication according to the determined category; If it is determined that the communication is hung up halfway, incrementing the communication call frequency and the connection frequency statistical data once.

4. The seat collection management method according to claim 1, wherein The step of collecting the daily work performance of the corresponding agent through a preset voice recognition device further includes: Monitoring the interval time between the communication call frequencies of the agent within the specified working time range; Judging whether the interval time is greater than the preset value; If so, determining it as a warning event and sending the warning event to the superior management account corresponding to the seat; 5. A seat collection management system, characterized in that The seat collection management system includes: Task Assignment Module: used to obtain the employee numbers of operators input by each collection agent, and allocate a work task list according to the employee number information; Collection Module: used to collect the daily work performance of the corresponding agent through a preset voice recognition device, where the work performance includes: communication call frequency, connection frequency, completed communication frequency, and speech norm performance; Query Module: used to query the number of promised repayments, the number of repayments, the number of promised repayment defaults, and the daily work completion progress recorded on the work task list for the current day; Assessment Module: used to evaluate the daily work assessment score of the corresponding agent according to the work performance and the work task completion progress; Statistics Module: used to count the total number of promised repayments, the total number of repayments, and the total number of promised repayment defaults of the corresponding operator since starting work; Evaluation Module: used to evaluate and update the work ability indicators of operators; Data Transmission Module: used to mark the speech of the operator with the highest work ability indicator evaluation through a preset voice recognition device and transmit it to the excellent case library; Alarm Module: used to send an alarm notice to the operator whose work assessment score is lower than the preset value on the next day, Push Module: used to push excellent cases to operators.

6. The seat collection management system according to claim 5, wherein The task assignment module includes: Work Task Acquisition Unit: used to obtain the work task volume to be assigned, where the work task to be assigned is uploaded by management personnel or business personnel; Collection Unit: used to obtain the average daily completed work volume and the work volume to be completed of each operator; Analysis Unit: used to form workload ratio data according to the average daily completed work volume of each operator; Allocation Unit: used to sum up the work volume to be completed of all operators and the work volume to be assigned, and calculate the allocated work volume of the corresponding operator, where the calculation method of the allocated work volume of the corresponding operator is: Allocated Workload = Total Workload * Workload Ratio of the Corresponding Operator - Workload to be Completed.

7. The seat collection management system according to claim 5, characterized in that, The collection module includes: Status Recording Unit: used to record the dial response status of the agent's communication device; First Counting Unit: used to increment the communication call frequency statistical data once when the dial response status is rejected or not responded; First Judgment Unit: used to monitor the current communication process when the dial response status is connected, and determine whether there is sensitive content at the agent end of this communication based on voice recognition; First Sending Unit: used to mark this dial as an unqualified speech when it is determined that there is sensitive content at the agent end of this communication, and send the converted text of this communication and the agent's employee number information to the management position personnel account; Second Judgment Unit: used to determine the category to which this communication belongs and the communication completion situation according to voice recognition when it is determined that there is no sensitive content at the agent end of this communication; Second Counting Unit: used to increment the communication call frequency and the completed communication frequency statistical data once when it is determined that the communication is completed, and archive the text information of this communication according to the determined category; Third counting unit: When it is determined that the communication is hung up halfway, it increments the communication call frequency and the connection frequency statistics data once.

8. The seat collection management system according to claim 5, characterized in that The acquisition module further includes: Interval monitoring unit: Used to monitor the interval time between the communication call frequencies of the operator within the specified working time range; Duration judgment unit: Used to judge whether the interval time is greater than a preset value; Early warning sending unit: Used to determine an early warning event when it is judged that the interval time is greater than the preset value, and send the early warning event to the superior management account corresponding to the operator's seat.

9. A debt collection monitoring device, comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, characterized in that, When the processor executes the computer program, it implements the operator collection management method described in any one of claims 1 to 4.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that, When the program is executed by the processor, it implements the operator collection management method described in any one of claims 1 to 4.

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