Blockchain-based call center management method and system

A call center and management method technology, applied in the field of data processing, can solve the problems of inability to ensure user information retention, unfavorable traceability of user return visits, vulnerability to tampering or loss, etc., to facilitate communication and processing, and improve user experience , to avoid the effect of tampering

CN110602336BInactive Publication Date: 2021-01-26山东冠讯信息技术有限公司
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Patent Information

Authority / Receiving Office
CN · China
Patent Type
Patents(China)
Current Assignee / Owner
Publication Date
2021-01-26
Estimated Expiration
Not applicable · inactive patent

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Abstract

The present invention relates to a block chain-based call center management method and system. The method includes that after the call center server receives the call complained by the user, it performs text recognition on the user's voice, and uploads the complaint number and the complaint text to the area The complaint processing server can obtain the content of the complaint from the blockchain and distribute it to the staff for processing in a timely manner. After the staff handles it, the complaint processing results will be uploaded to the blockchain in a timely manner. The invention stores the information and processing results of the complaint calls of the call center based on the block chain, which facilitates the communication and processing of the call center server and the complaint processing server, and the use of the block chain can strengthen the credibility of information storage and avoid complaint information And processing results are tampered with, ensuring that user complaints are well resolved and improving user experience.
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Description

Technical field

[0001] The present invention relates to the technical field of data processing, in particular to a call center management method and system based on block chain.Background technique

[0002] The call center is a service organization composed of a group of service personnel in a relatively concentrated place. Usually computer communication technology is used to handle telephone inquiries from enterprises and customers, especially with the ability to handle a large number of incoming calls at the same time. It also has a caller number display, which can automatically allocate incoming calls to personnel with corresponding skills for processing, and can record and store All incoming messages. With the development of service models, there are more and more ways to use call centers to provide services. For example, e-commerce companies can use call centers to provide pre-sales consultation and after-sales services, while properties can also use call centers to provide water, do...

Examples

Embodiment Construction

[0058]In order to be able to describe the technical content of the present invention more clearly, further description will be given below in conjunction with specific embodiments.

[0059]In order to solve the technical problems in the prior art, the present invention provides a call center management method based on blockchain. Such asfigure 1 As shown, in an embodiment of the present invention, the block chain-based call center management method includes the following steps:

[0060]The call center server receives the user's call, obtains the user's calling number, and plays the self-service menu; the self-service menu varies according to different types of call centers. For example, the self-service menu of an e-commerce call center can include: If you need pre-sales consultation, please dial 0, if you need installation services, please dial 1, if you need repairs, please dial 2, if you need to complain, please dial 3, the self-service menu of the property's call center can include: i...