A method for intelligently switching outbound call numbers

Abstract

The present invention relates to the technical field of telephone debt collection, and in particular to an outbound call number intelligent switching method, comprising creating a debt collection calling number pool, wherein the debt collection calling number pool stores multiple calling numbers; sending the calling number and the corresponding debt collection list to the operator, and the operator uses the calling number to make corresponding calls to the customer according to the debt collection list; recording the result of this call to generate corresponding call data, wherein the call data includes the outbound call volume of the calling number, the call connection rate of the calling number, and the call connection volume of the calling number; judging whether the call connection rate of the calling number at this time is lower than a first connection rate threshold value according to the call connection rate of the calling number in the call data, and if so, when calling the next customer, the operator re-receives a new calling number from the debt collection calling number pool, otherwise, the current calling number continues to be used. This solution can improve the connection rate of the operator's debt collection calls, save number resources, and improve call efficiency.

Description

Technical Field

[0001] The present invention relates to the technical field of telephone debt collection, and in particular to an outbound call number intelligent switching method. Background Art

[0002] In the risk credit management center, debt collection is a key link after loan and the last line of defense in the risk management process. Currently, the most common method of debt collection is to use the caller number of the call system to establish a telephone connection between the debt collector and the customer.

[0003] Currently, because the caller numbers dialed for debt collection involve debt collection communications with customers, some customers will label the caller numbers negatively, such as pyramid schemes, fraud, advertising, etc., or directly add them to the blacklist. When the number of negative labels or blacklists reaches a certain number, the caller numbers dialed for debt collection will be automatically blocked by telecom operators or user mobile phone rules, resulting in a low call connection rate for debt collection operations, inability to contact customers, and deterioration of customer expectations. Summary of the invention

[0004] The present invention aims to provide an intelligent switching method for outbound call numbers, which can improve the connection rate of the operator's collection calls, save number resources, and improve call efficiency.

[0005] To achieve the above object, the present invention adopts the following technical solution: a method for intelligently switching an outbound call number, comprising the following steps:

[0006] Step 1: Create a collection calling number pool, wherein the collection calling number pool stores multiple calling numbers;

[0007] Step 2: Send the caller number and the corresponding collection list to the operator, and the operator will make a corresponding call to the customer using the caller number according to the collection list;

[0008] Step 3: Record the result of the call and generate corresponding call data, including the outbound call volume of the calling number, the call connection rate of the calling number and the call connection volume of the calling number;

[0009] Step 4: According to the caller number connection rate in the call data, determine whether the caller number connection rate at this time is lower than the first connection rate threshold. If so, when calling the next customer, the operator re-receives a new caller number from the collection caller number pool. Otherwise, continue to use the current caller number.

[0010] The principle and advantages of this solution are as follows: In this solution, first, all the caller numbers are stored in the collection caller number pool. When collecting debts, the operator will receive the corresponding collection list and the corresponding caller number. Then, the operator will call the customer for collection according to the collection list. Regardless of whether the call is successful or not, the result of the call will be recorded. That is, the outbound call volume, the connected call volume and the corresponding connected call rate of the caller number are calculated by adding the result of the call. Considering that it is inevitable that the caller number will be blocked or added to the blacklist during the collection process, the corresponding caller number will inevitably be automatically blocked after a certain amount of data is accumulated. Therefore, in this scheme, when the connection rate is lower than the first connection threshold, it means that the connection rate corresponding to the calling number at this time is already low. In this way, if the next customer continues to use it, the corresponding connection effect will not be ideal. In order to better communicate with the next customer, when making the next customer call, the operator will re-receive a new calling number from the collection calling number pool, that is, the spare number stored in the collection calling number pool. The operator uses this new calling number to call the next customer, so as to increase the probability of the next call being connected, thereby making the collection more smooth.

[0011] This solution provides operators with many opportunities for collection each time by setting up a collection caller number pool. There will not be a problem of no caller numbers available, so that operators can complete successful calls to each customer on the collection list. Each successful call is the most important and basic step in completing the collection, which greatly improves the collection efficiency of the operators.

[0012] At the same time, the connection rate of each calling number is judged. When the corresponding connection rate is lower than the first connection threshold, the calling number is abandoned, and a spare number is retrieved from the collection calling number pool to become the new calling number of the operator. In this way, the success rate of the operator's next call is improved, and number resources can also be well saved.

[0013] Preferably, as an improvement, it also includes:

[0014] Step 5: When the judgment result is to continue to use the current calling number, determine whether the calling number connection rate of the calling number is lower than the second connection threshold, and if so, collect the operator's voice data when calling the next user;

[0015] Step 6: Based on the collected voice data, identify, analyze, match and count the contents of the operator's speech to determine whether the operator has made any illegal remarks during the call;

[0016] Step 7: After detecting the operator's violation, send an alarm reminder to the corresponding person in charge.

[0017] Beneficial effects: This solution identifies, analyzes and detects the voice data of the operator's call, detects and counts the operator's illegal words, and sends them to the corresponding person in charge for processing. When the calling number is lower than the second connection threshold, the operator can monitor the inappropriate words used by the operator during the call with the customer, such as insulting the customer, losing temper, negative attitude, etc., to prevent the operator from conveying bad emotions to the customer, thereby giving the customer a bad experience in this call, causing the customer to vent his emotions by blocking the calling number, which in turn affects subsequent calls, resulting in the activation of the available calling number, so that the number resources can be used to a greater extent.

[0018] Preferably, as an improvement, the step six specifically includes:

[0019] According to the collected voice content, the operator's voice information is separated, and the voice information is semantically recognized to identify the content of the operator's speech;

[0020] According to the operator's instructions, the illegal keywords are matched and the illegal sentiments are identified, and the number of occurrences of the corresponding illegal keywords is counted;

[0021] Generate a corresponding violation level according to the violation keyword, the number of occurrences, and the violation sentiment; the violation level includes the first level, the second level, the third level, and the third level;

[0022] According to the violation level, an alarm reminder is issued to the person in charge who matches the violation level.

[0023] Beneficial effects: Illegal speech is divided into levels, and alarm reminders are sent to different persons in charge according to different levels. For example, when faced with a higher level, this type may involve relatively bad speech, which is an extremely bad experience for customers. Based on this, a reminder may be made to the general person in charge of debt collection. In this way, not only the usual communication with customers is monitored and supervised, but also the service attitude of the operator is monitored and controlled, so that customers can get a better customer experience and promote the completion of debt collection.

[0024] Preferably, as an improvement, in step eight, within a collection cycle, statistics are collected on operators with the first level of violation, and communication training is uniformly arranged.

[0025] Beneficial effect: The violation level is the first level, which means that the operator gave the customer a very bad experience when communicating with the customer. In this way, even if the customer is willing to repay, the operator will push him away, resulting in the inability to carry out debt collection normally, which is not conducive to the collection work. This plan counts all operators with a violation level of the first level within a collection cycle and arranges communication training. In this way, the communication quality of these operators is improved and the awareness of friendly communication is strengthened.

[0026] Preferably, as an improvement, the step 2 specifically includes:

[0027] Send the collection list and current calling number to the operator;

[0028] Before making a corresponding call to the customer, matching the customer number connection rate of the customer's corresponding number, and determining whether the customer number connection rate is less than a preset third threshold;

[0029] If yes, the current caller number will be used to automatically dial the customer through the smart assistant. After three consecutive calls are rejected, the current caller number will not be used the next time the customer is called. At the same time, the smart assistant will immediately retrieve a backup number from the collection caller number pool and dial again.

[0030] If not, the operator dials the customer using the current calling number.

[0031] Beneficial effect: In this scheme, in order to prevent the operator from making unnecessary calls and save number resources, before dialing, the connection rate of the customer number corresponding to the customer to be called will be matched to determine whether the connection rate of the customer number is less than the preset third threshold. If it is, it means that the connection rate of the customer is too low. This is done by automatically dialing the customer through the intelligent assistant. In this way, the operator does not need to perform repeated operations, which saves time and allows the operator to take a break, which is more conducive to the adjustment of the operator's work attitude and work status.

[0032] Preferably, as an improvement, the call data also includes the number of customer number connections, the number of customer number calls, and the number of customer number connections.

[0033] Beneficial effects: Data statistics are more comprehensive and more conducive to customer analysis. BRIEF DESCRIPTION OF THE DRAWINGS

[0034] Figure 1 The figure is a flow chart of the method for intelligently switching outbound call numbers in the first embodiment of the present invention. DETAILED DESCRIPTION

[0035] The following is further described in detail through specific implementation methods:

[0036] The embodiment is basically as shown in the attached Figure 1 As shown: A method for intelligent switching of outbound call numbers, comprising the following steps:

[0037] Step 1: Create a collection calling number pool, in which multiple calling numbers are stored; through the setting of the collection calling number pool, the mutual coordination and cooperation of the calling numbers are achieved, and the number resources are better utilized.

[0038] Step 2: Send the caller number and the corresponding collection list to the operator, and the operator will make a corresponding call to the customer using the caller number according to the collection list;

[0039] The step 2 specifically includes:

[0040] Send the collection list and current calling number to the operator;

[0041] Before making a corresponding call to the customer, matching the customer number connection rate of the customer's corresponding number, and determining whether the customer number connection rate is less than a preset third threshold;

[0042] If yes, the current caller number will be used to automatically dial the customer through the smart assistant. After three consecutive calls are rejected, the current caller number will not be used the next time the customer is called. At the same time, the smart assistant will immediately retrieve a backup number from the collection caller number pool and dial again.

[0043] If not, the operator dials the customer using the current calling number.

[0044] In this embodiment, each operator has a corresponding account. Before the operator starts the collection work, the system will send the corresponding collection list and caller number to the operator's account. The operator uses this caller number to make a corresponding call to the customer number on the collection list. Before starting the call, the connection rate of the customer number of the calling customer will be judged first. If the connection rate is relatively low, it will not be more labor-intensive to call the operator, that is, it will waste the operator's physical strength and number resources. Therefore, in this embodiment, when the corresponding connection rate is relatively low, that is, the customer number connection rate is less than the preset third threshold, the intelligent assistant is used to automatically dial. After the intelligent assistant is used to dial three times in a row and is rejected, it means that this number is not suitable for this customer. Therefore, when calling the customer again, the system will not assign this number, which avoids the existence of some useless calls and improves the efficiency of calls.

[0045] Step 3: Record the result of this call and generate corresponding call data, which includes the outbound call volume of the calling number, the caller number connection rate and the caller number connection volume; and also includes the customer number connection volume, the customer number called volume and the customer number connection volume. In this embodiment, considering that it may take multiple calls and urgings to collect debts from the same customer, and it is necessary to use the same calling number to call multiple customers, as the number of calls increases, it is inevitable that the corresponding calling number will be blocked by the customer, so the call result must be recorded for each call to form the corresponding call data, such as the outbound call volume of the calling number and the caller number connection volume, which can be calculated by statistics, and the corresponding calling number connection rate after the statistics are completed.

[0046] Step 4: judging whether the caller number connection rate at this time is lower than the first connection rate threshold value according to the caller number connection rate in the call data; if so, when calling the next customer, the operator receives a new caller number from the collection caller number pool; otherwise, the current caller number is continuously used;

[0047] Step 5. When the judgment result is to continue to use the current calling number, determine whether the calling number connection rate of the calling number is lower than the second connection threshold. If so, collect the voice data of the operator when calling the next user. In this solution, when the calling number is lower than the second connection threshold, it means that the calling number connection rate has a tendency to approach the first connection threshold. It is possible that dialing several customer numbers will make the calling number connection rate lower than the first connection threshold, so that the calling number is activated. In order to avoid this situation, when the calling number connection rate is lower than the second connection threshold, the operator's voice content will be collected and the operator's speech content will be analyzed to determine whether the operator has any illegal words during the call, such as insulting customers, losing temper, etc., to prevent the operator from conveying bad emotions to customers, so that customers block the calling number or have a negative repayment attitude, etc.

[0048] Step 6: Based on the collected voice data, identify, analyze, match and count the contents of the operator's speech to determine whether the operator has made any illegal remarks during the call;

[0049] The step six specifically includes:

[0050] According to the collected voice content, the operator's voice information is separated, and the voice information is semantically recognized to identify the content of the operator's speech;

[0051] According to the operator's instructions, the illegal keywords are matched and the illegal sentiments are identified, and the number of occurrences of the corresponding illegal keywords is counted;

[0052] Generate a corresponding violation level according to the violation keyword, the number of occurrences, and the violation sentiment; the violation level includes the first level, the second level, the third level, and the third level;

[0053] According to the violation level, an alarm reminder is issued to the responsible person who matches the violation level. For example, according to the violation level from high to low, it is the general person in charge of collection, the collection project leader, the collection team leader, and the collection team member.

[0054] Step 7: After detecting the operator's violation, send an alarm reminder to the corresponding person in charge.

[0055] Step 8: In a collection cycle, operators with a violation level of the first level are counted and communication training is uniformly arranged. In this embodiment, operators with a violation level of the first level may not be able to maintain a good service attitude and communication tone when communicating with customers, which may cause customers who are willing to repay to become unwilling to repay. In order to enable these operators to give customers a better customer experience in subsequent collection work and avoid the change of customer types in a bad direction, operators with a violation level of the first level that appear in each collection cycle are counted and then collectively trained. The training greatly improves the service attitude of the operators, thereby strengthening the work style and communication methods of the operators.

[0056] The above is only an embodiment of the present invention, and the common knowledge such as the known specific technical solutions and / or characteristics in the solution is not described in detail here. It should be pointed out that for those skilled in the art, without departing from the technical solution of the present invention, several modifications and improvements can be made, which should also be regarded as the protection scope of the present invention, and these will not affect the effect of the implementation of the present invention and the practicality of the patent. The scope of protection required by this application shall be based on the content of its claims, and the specific implementation methods and other records in the specification can be used to interpret the content of the claims.

Claims

1. An outbound call number intelligent switching method, characterized in that: The following steps are involved: Step 1: Create a collection calling number pool, wherein the collection calling number pool stores multiple calling numbers; Step 2: Send the caller number and the corresponding collection list to the operator, and the operator will make a corresponding call to the customer using the caller number according to the collection list; Step 3: Record the result of the call and generate corresponding call data, including the outbound call volume of the calling number, the call connection rate of the calling number and the call connection volume of the calling number; Step 4: judging whether the caller number connection rate at this time is lower than the first connection rate threshold value according to the caller number connection rate in the call data; if so, when calling the next customer, the operator receives a new caller number from the collection caller number pool; otherwise, the current caller number is continuously used; Also includes: Step 5: When the judgment result is to continue to use the current calling number, determine whether the calling number connection rate of the calling number is lower than the second connection threshold, and if so, collect the operator's voice data when calling the next user; Step 6: Based on the collected voice data, identify, analyze, match and count the contents of the operator's speech to determine whether the operator has made any illegal remarks during the call; Step 7: After detecting the operator's violation, send an alarm reminder to the corresponding person in charge; The step six specifically includes: According to the collected voice content, the operator's voice information is separated, and the voice information is semantically recognized to identify the content of the operator's speech; According to the operator's instructions, the illegal keywords are matched and the illegal sentiments are identified, and the number of occurrences of the corresponding illegal keywords is counted; Generate a corresponding violation level according to the violation keyword, the number of occurrences, and the violation sentiment; the violation level includes the first level, the second level, and the third level; According to the violation level, an alarm reminder is issued to the person in charge who matches the violation level.

2. The method for intelligently switching outbound call numbers according to claim 1, characterized in that: Step 8. During a collection cycle, statistics will be collected on operators with the first level of violation, and communication training will be arranged uniformly.

3. The method for intelligently switching outbound call numbers according to claim 2, characterized in that: The step 2 specifically includes: Send the collection list and current calling number to the operator; Before making a corresponding call to the customer, matching the customer number connection rate of the customer's corresponding number, and determining whether the customer number connection rate is less than a preset third threshold; If yes, the current caller number will be used to automatically dial the customer through the smart assistant. After three consecutive calls are rejected, the current caller number will not be used the next time the customer is called. At the same time, the smart assistant will immediately retrieve a backup number from the collection caller number pool and dial again. If not, the operator dials the customer using the current calling number.

4. The method for intelligently switching outbound call numbers according to claim 3, characterized in that: The call data also includes the number of customer number connections and the number of customer number calls.

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