Business work order allocation method and complaint suggestion handling method

Abstract

The present invention relates to the technical field of business handling, and discloses a business work order allocation method, which includes the following steps: S1, obtaining all business data handled by each salesperson, and classifying and processing these completed business data; S2, after classifying and processing all completed businesses, obtaining evaluation information data of each business in each category of business; S3, conducting a comprehensive evaluation and analysis of each category of completed business, so as to preliminarily judge which type of business the current salesperson is suitable for handling. By processing and analyzing the businesses handled by all salespeople, it is possible to analyze and determine the type of business that is most suitable for each salesperson to handle. When a new business work order is received, the business type of the new business work order is analyzed and determined, and the business work order is automatically allocated to the salesperson who is most suitable for handling this type of business, so that the efficiency of business handling can be higher, and handling errors are not likely to occur during the handling process.

Description

Technical Field

[0001] The present invention relates to the technical field of business handling, and more specifically discloses a business work order allocation method and a complaint suggestion processing method. Background Art

[0002] With the development of society, the rapid development of various industries has been promoted. The ultimate goal of various industries is to sell goods or services to the outside world. Therefore, business is one of the core blocks of various industries. In enterprises in various industries, when business is generated, the business work order is usually randomly assigned to the business personnel of the enterprise. Since there are a large number of business types in an enterprise, it is necessary for the salesperson to master all the business types in the enterprise and be familiar with the operation procedures of these business types, which is easy to increase the workload of the salesperson. In addition, since it is necessary to be familiar with all types of business processes, the salesperson is familiar with all types of business, but not proficient, which is easy to cause low efficiency in the process of processing business work orders. In addition, since it is not proficient in all business processing procedures, it is easy to cause errors in processing business work orders, which will have a negative impact on the image of the enterprise and will also affect the customers who handle the business, which is not conducive to the fast and efficient handling of business. Summary of the invention

[0003] The main technical problem solved by the present invention is to provide a business work order allocation method and a complaint suggestion processing method, which can solve the problem that the business staff are not proficient in all business processes, which easily leads to low business processing efficiency and is prone to deviations in the process of handling business.

[0004] To solve the above technical problem, according to one aspect of the present invention, more specifically, a method for allocating a business work order includes the following steps:

[0005] S1. Obtain all business data completed by each salesperson and classify and process these completed business data;

[0006] S2. After all completed businesses are classified and processed, the evaluation information data of each business in each category is obtained;

[0007] S3. Conduct comprehensive evaluation and analysis on each type of completed business, so as to preliminarily determine which type of business the current salesperson is suitable for handling;

[0008] S4, further analyzing the business types that are initially determined to be suitable for the current salesperson to handle, so as to determine which type of business the current salesperson is specifically suitable for handling;

[0009] S5. Acquire and parse the new business work order to determine the type of business the new business work order belongs to, and automatically assign the business work order to the salesperson who is most suitable for handling this type of business.

[0010] Furthermore, in S1, after all the services handled by the salespersons are classified, all the classification results are integrated to obtain all the service types that the current operator can handle.

[0011] Furthermore, S3 is specifically as follows: firstly, all completed business data in each type of business are obtained, and at the same time, the evaluation data of each completed business is associated with each completed business data, and then, based on the comprehensive favorable comment ratio of each type of business, a preliminary judgment is made as to the type of business that the current salesperson is suitable for handling, wherein the comprehensive favorable comment ratio of each type of business is calculated as follows:

[0012]

[0013] Among them, HPB is the percentage of favorable comments, HP is the favorable comment business, n is each type of business, is the number of favorable comments for each type of business, and ZS is the total number of completed businesses for each type of business;

[0014] like , then it is judged that the current salesperson is suitable for handling this type of business, otherwise it is judged that the current salesperson is not suitable for handling this type of business.

[0015] Furthermore, in S3, if it is preliminarily determined that the current salesperson is only suitable for handling one type of business, the operation in S4 will not be performed. If it is determined that the current salesperson is not suitable for handling any type of business, the operations in S4 and S5 will not be performed. After comprehensive business training is provided to the salesperson, the business processing work will be carried out. After a period of business processing, S1-S4 will be used to determine which type of business the current salesperson is suitable for handling.

[0016] Furthermore, S4 is specifically as follows: from each type of business initially determined to be suitable for the salesperson, the completion time of each business in each type of business and the volume of high-difficulty business in each type of business are obtained, and the comprehensive completion time of each type of business and the volume of high-difficulty business are combined to specifically analyze which type of business the current salesperson is more suitable for. The analysis and processing process is as follows:

[0017]

[0018] Among them, i is each completed business, t is the completion time of the completed business, S is the total amount of each type of business, q t is the theoretical completion time for each business, Y is the preset threshold, n is the high-difficulty business, L is each type of business, The frequency of occurrence of high-difficulty businesses in each type of business;

[0019] If (1) satisfies the condition and (2) does not, or both (1) and (2) satisfy the condition, then it is further determined that the current salesperson is more suitable for handling the current type of business; otherwise, it is further determined that the current salesperson is not suitable for handling the current type of business.

[0020] Furthermore, S5 is specifically as follows: obtaining a description document of a new business work order, and extracting keywords from the document through the TextRank algorithm, comparing the extracted keywords with all the business processing types of the operator, and determining which keyword falls into all the processing types, and using the keyword as the current business type, and automatically assigning the new business work order to the salesperson who is most suitable for handling this type of business.

[0021] According to another aspect of the present invention, a method for handling complaints and suggestions is provided, comprising the following steps:

[0022] S1. Obtain information about the business that is the subject of the complaint and the information about the salesperson who handled the business;

[0023] S2. Analyze and process the business information to determine whether the business type is suitable for the type of business handled by the salesperson;

[0024] S3. If the business that is complained about is a business type that is suitable for the salesperson to handle, the salesperson obtains the processing progress information of the business and analyzes whether the business has been completed;

[0025] S4. If it is analyzed that the business handling of the complaint suggestion is completed, the voice conversation data between the salesperson and the customer during the handling process, the completion time of the business handling and the theoretical completion time of the business handling are obtained, and a comprehensive analysis is performed to determine whether the salesperson has violated the regulations;

[0026] S5. If it is analyzed that any violation of regulations occurred during the handling of the business, the complaint suggestion will be recorded in the annual comprehensive consideration form of the salesperson, and the salesperson will be trained on the current type of business in the future. Otherwise, it will not be included in the annual comprehensive consideration form.

[0027] Furthermore, in S4, if it is analyzed that the business for which the complaint suggestion is received has not been completed, the voice conversation data between the salesperson and the customer during the processing, the completion time of the business and the theoretical completion time of the business will not be obtained, and a comprehensive analysis and processing will not be performed, so as to directly determine that the current salesperson has violated the regulations.

[0028] Furthermore, in S4, when the business handling of the received complaint suggestion is analyzed to be completed, and combined with the voice conversation data, handling time and theoretical handling time between the salesperson and the customer, the specific process of comprehensive analysis is: the voice conversation data between the salesperson and the customer is divided into voice conversation data of multiple time periods, and the voice volume and tone volume data of the salesperson are extracted from the voice conversation data of multiple time periods, and the handling time and theoretical handling time data of the business are obtained at the same time, and comprehensive analysis is performed through the following formula:

[0029]

[0030] in, For the time period, is the time period, dB is the volume of the sound in each time period, SD is the tone of the sound in each time period, is the preset sound threshold, The time for completing the business. The theoretical completion time for the business, is a preset time threshold;

[0031] If both (3) and (4) are true, or (3) is true and (4) is false, or (3) is false and (4) is true, then the salesperson is judged to have violated the rules. Conversely, if both (3) and (4) are false, then the salesperson is judged to have not violated the rules.

[0032] Furthermore, the method includes S6. If the business type of the complaint suggestion received does not match the type of business currently handled by the salesperson, and through the above operations, it is judged and analyzed that the business processing is completed and the salesperson has not violated any regulations, then the complaint suggestion will be temporarily included in the business processing record table of the salesperson, and will not be included in the annual comprehensive consideration table, and the salesperson’s training on this type of business will be strengthened in the future. On the contrary, even if the business type does not match the type of business currently handled by the salesperson, the complaint suggestion will still be included in the salesperson’s annual comprehensive consideration table.

[0033] The beneficial effects of the business work order allocation method and complaint suggestion processing method of the present invention are as follows: by processing and analyzing the business completed by all salesmen, it is possible to analyze and determine the type of business that each salesman is most suitable for handling. When a new business work order is received, the business type of the new business work order is analyzed and determined, and the business work order is automatically assigned to the salesman who is most suitable for handling this type of business. This can make the business handling more efficient, and in the process of handling, it is not easy to make handling errors, which can not only make the handling customers more satisfied, but also indirectly improve the image of the company. In addition, when the handled business is complained and suggested, it is analyzed and determined whether the salesman has any illegal operations in the process of handling. If illegal operations occur, the complaint suggestion will be recorded in the salesman's annual comprehensive consideration table. Otherwise, it will not be included in the annual comprehensive consideration table, so as to avoid malicious complaints and suggestions from having a greater impact on the work enthusiasm of the salesman, and also avoid malicious complaints and suggestions from having a negative impact on the image of the company. BRIEF DESCRIPTION OF THE DRAWINGS

[0034] The present invention is further described in detail below with reference to the accompanying drawings and specific implementation methods.

[0035] Figure 1 Assign method flow charts to business work orders;

[0036] Figure 2 Provide a flow chart for the proposed complaint handling approach. DETAILED DESCRIPTION

[0037] The present invention will be described in detail below with reference to the accompanying drawings and in combination with embodiments. It should be noted that the embodiments and features in the embodiments of the present application can be combined with each other without conflict. Example

[0038] According to one aspect of the present invention, Figure 1 As shown, a business work order allocation method is provided, including the following steps:

[0039] The first step is to obtain all the business data completed by each salesperson and classify these completed business data. After classifying all the businesses completed by all salespersons, all classification results are integrated to obtain all the business types that the current operator can handle. For example, the company has businesses such as "package processing", "package change", "amount recharge", and "inquiry".

[0040] The second step is to obtain the evaluation information data of each business in each category after all completed businesses are classified and processed.

[0041] The third step is to conduct a comprehensive evaluation and analysis of each type of completed business, so as to preliminarily determine which type of business the current salesperson is suitable for handling. The details are as follows: first obtain all the completed business data in each type of business, and at the same time associate the evaluation data of each completed business with each completed business data, and then preliminarily determine the type of business that the current salesperson is suitable for handling based on the comprehensive positive rating ratio of each type of business. The comprehensive positive rating ratio of each type of business is calculated as follows:

[0042]

[0043] Among them, HPB is the percentage of favorable comments, HP is the favorable comment business, n is each type of business, is the number of favorable comments for each type of business, and ZS is the total number of completed businesses for each type of business;

[0044] like , then it is judged that the current salesperson is suitable for handling this type of business, otherwise it is judged that the current salesperson is not suitable for handling this type of business.

[0045] Step 4: Further analyze the types of business that the current salesperson is initially judged to be suitable for handling, so as to determine which type of business the current salesperson is specifically suitable for handling. Specifically: for example, initially judge that the two businesses "A" and "B" are suitable for the current salesperson to handle, and then obtain the completion time of each business in each type of business and the volume of high-difficulty business in each type of business from each type of business "A" and "B", and combine the comprehensive completion time of each type of business and the volume of high-difficulty business to specifically analyze which type of business the current salesperson is more suitable for. The analysis and processing process is as follows:

[0046]

[0047] Among them, i is each completed business, t is the completion time of the completed business, S is the total amount of each type of business, q t is the theoretical completion time for each business, Y is the preset threshold, n is the high-difficulty business, L is each type of business, The frequency of occurrence of high-difficulty businesses in each type of business;

[0048] If (1) satisfies the condition and (2) does not, or both (1) and (2) satisfy the condition, then it is further determined that the current salesperson is more suitable for handling the current type of business; otherwise, it is further determined that the current salesperson is not suitable for handling the current type of business.

[0049] Step 5: Get the new business work order, parse it, determine which type of business the new business work order belongs to, and automatically assign the business work order to the salesperson who is most suitable for handling this type of business. Specifically, get the description document of the new business work order, extract the keywords in the document through the TextRank algorithm, compare the extracted keywords with all the processing business types of the operator, and determine which keyword falls into all the processing types, and use the keyword as the current business type, and automatically assign the new business work order to the salesperson who is most suitable for handling this type of business. For example, the keywords extracted from the new business work order are: "A", "E", "F"; all the processing business types of the operator are: "A", "B", "C", "D"; the keyword "A" falls into the business type "A", so the keyword "A" is used as the type of the new business work order, and it is automatically assigned to the salesperson who is most suitable for handling this type of business. Example

[0050] According to another aspect of the present invention, Figure 2 As shown, a complaint handling method is provided, including the following steps:

[0051] The first step is to obtain information about the business that is the subject of the complaint and the information of the salesperson who handled the business.

[0052] The second step is to analyze and process the business information to determine whether the business type is suitable for the salesperson to handle.

[0053] Step 3: If the business that is complained about is a type of business that is suitable for the salesperson to handle, then obtain the processing progress information of the business and analyze whether the business has been completed.

[0054] Step 4: If the analysis shows that the business processing of the complaint suggestion has been completed, the voice conversation data between the salesperson and the customer during the processing, the completion time of the business, and the theoretical completion time of the business are obtained, and a comprehensive analysis is performed to determine whether the salesperson has violated the regulations. Specifically, the voice data between the salesperson and the customer is divided into voice conversation data of multiple time periods, and the salesperson's voice volume and tone volume data are extracted from the voice conversation data of multiple time periods. At the same time, the completion time and theoretical completion time data of the business are obtained, and a comprehensive analysis is performed using the following formula:

[0055]

[0056] in, For the time period, is the time period, dB is the volume of the sound in each time period, SD is the tone of the sound in each time period, is the preset sound threshold, The time for completing the business. The theoretical completion time for the business, is a preset time threshold;

[0057] If both (3) and (4) are true, or (3) is true and (4) is false, or (3) is false and (4) is true, then the salesperson is judged to have violated the rules. Conversely, if both (3) and (4) are false, then the salesperson is judged to have not violated the rules.

[0058] If it is analyzed that the business for which the complaint was received has not been completed, the voice conversation data between the salesperson and the customer during the processing, the completion time of the business and the theoretical completion time of the business will not be obtained, and comprehensive analysis and processing will be performed, so as to directly determine that the current salesperson has violated the regulations.

[0059] Step 5. If it is analyzed that any violation of regulations occurred during the handling of the business, the complaint suggestion will be recorded in the annual comprehensive consideration form of the salesperson, and the salesperson will be trained on the current type of business in the future. Otherwise, it will not be included in the annual comprehensive consideration form.

[0060] Step 6. If the business type of the complaint suggestion received does not match the type of business currently handled by the salesperson, and after the above operations, it is judged and analyzed that the business processing has been completed and the salesperson has not violated any regulations, the complaint suggestion will be temporarily included in the business processing record table of the salesperson, and will not be included in the annual comprehensive consideration table. The salesperson’s training on this type of business will be strengthened in the future. On the contrary, even if the business type does not match the type of business currently handled by the salesperson, the complaint suggestion will still be included in the salesperson’s annual comprehensive consideration table.

[0061] Of course, the above description is not a limitation of the present invention, and the present invention is not limited to the above examples. Changes, modifications, additions or substitutions made by ordinary technicians in this technical field within the essential scope of the present invention also fall within the protection scope of the present invention.

Claims

1. A business work order allocation method, characterized in that: The following steps are involved: S1. Obtain all business data completed by each salesperson and classify and process these completed business data; S2. After all completed businesses are classified and processed, the evaluation information data of each business in each category is obtained; S3. Conduct comprehensive evaluation and analysis on each type of completed business, so as to preliminarily determine which type of business the current salesperson is suitable for handling; S4. Further analyze the business types that are initially determined to be suitable for the current salesperson to handle, so as to determine which type of business the current salesperson is specifically suitable for handling. Specifically, obtain the completion time of each business in each type of business and the volume of high-difficulty business in each type of business from each type of business that is initially determined to be suitable for the salesperson, and combine the comprehensive completion time of each type of business and the volume of high-difficulty business to specifically analyze which type of business the current salesperson is more suitable for. The analysis and processing process is as follows: Among them, i is each completed business, t is the completion time of the completed business, S is the total amount of each type of business, q t is the theoretical completion time for each business, Y is the preset threshold, n is the high-difficulty business, L is each type of business, The frequency of occurrence of high-difficulty businesses in each type of business; If (1) satisfies the condition and (2) does not, or both (1) and (2) satisfy the condition, then it is further determined that the current salesperson is more suitable for handling the current type of business; otherwise, it is further determined that the current salesperson is not suitable for handling the current type of business; S5. Acquire and parse the new business work order to determine the type of business the new business work order belongs to, and automatically assign the business work order to the salesperson who is most suitable for handling this type of business.

2. The method for allocating business work orders according to claim 1, characterized in that: In S1, after all the services handled by the salespersons are classified and processed, all the classification results are integrated to obtain all the service types that the current operator can handle.

3. The method for allocating business work orders according to claim 1, characterized in that: S3 is specifically as follows: firstly, all completed business data in each type of business are obtained, and at the same time, the evaluation data of each completed business is associated with each piece of completed business data, and then, based on the comprehensive favorable comment ratio of each type of business, the business type that the current salesperson is suitable for handling is preliminarily determined, wherein the comprehensive favorable comment ratio of each type of business is calculated as follows: Among them, HPB is the percentage of favorable comments, HP is the favorable comment business, n is each type of business, is the number of favorable comments for each type of business, and ZS is the total number of completed businesses for each type of business; like , then it is judged that the current salesperson is suitable for handling this type of business, otherwise it is judged that the current salesperson is not suitable for handling this type of business.

4. The method for allocating business work orders according to claim 1, characterized in that: In S3, if it is preliminarily determined that the current salesperson is only suitable for handling one type of business, the operation in S4 will not be performed. If it is determined that the current salesperson is not suitable for handling any type of business, the operations in S4 and S5 will not be performed. After comprehensive business training is given to the salesperson, the business processing work will be carried out. After a period of business processing, S1-S4 will be used to determine which type of business the current salesperson is suitable for handling.

5. The method for allocating business work orders according to claim 1, characterized in that: The S5 is specifically as follows: obtaining a description document of a new business work order, and extracting keywords from the document using the TextRank algorithm, comparing the extracted keywords with all the business types processed by the operator, and determining which keyword falls into all the processing types, and using the keyword as the current business type, and automatically assigning the new business work order to the salesperson who is most suitable for handling this type of business.

6. The method for handling complaints and suggestions is characterized by: The method is implemented based on the business work order allocation method described in claim 1, and specifically includes the following steps: S1. Obtain information about the business that is the subject of the complaint and the information about the salesperson who handled the business; S2. Analyze and process the business information to determine whether the business type is suitable for the type of business handled by the salesperson; S3. If the business that is complained about is a business type that is suitable for the salesperson to handle, the salesperson obtains the processing progress information of the business and analyzes whether the business has been completed; S4. If it is analyzed that the business handling of the complaint suggestion is completed, the voice conversation data between the salesperson and the customer during the handling process, the handling time of the business and the theoretical handling time of the business are obtained, and a comprehensive analysis is performed to determine whether the salesperson has violated the regulations. Specifically, the voice conversation data between the salesperson and the customer is divided into voice conversation data of multiple time periods, and the voice volume and tone volume data of the salesperson are extracted from the voice conversation data of multiple time periods. At the same time, the handling time and theoretical handling time data of the business are obtained, and a comprehensive analysis is performed through the following formula: in, For the time period, is the time period, dB is the volume of the sound in each time period, SD is the tone of the sound in each time period, is the preset sound threshold, The time for completing the business. The theoretical completion time for the business, is a preset time threshold; If both (3) and (4) are true, or (3) is true and (4) is false, or (3) is false and (4) is true, then it is judged that the salesperson has violated the rules. On the contrary, when both (3) and (4) are false, then it is judged that the salesperson has not violated the rules. S5. If it is analyzed that any violation occurred during the handling of the business, the complaint suggestion will be recorded in the annual comprehensive consideration form of the salesperson, and the salesperson’s training on the current type of business will be strengthened in the future. Otherwise, it will not be included in the annual comprehensive consideration form.

7. The method for handling complaints and suggestions according to claim 6, characterized in that: In S4, if it is analyzed that the business for which the complaint suggestion is received has not been completed, the voice conversation data between the salesperson and the customer during the processing, the completion time of the business and the theoretical completion time of the business will not be obtained, and a comprehensive analysis and processing will be performed, so as to directly determine that the current salesperson has violated the regulations.

8. The method for handling complaints and suggestions according to claim 6, characterized in that: The method includes S6. If the business type of the complaint suggestion received does not match the type of business currently handled by the salesperson, and after the above operation judgment and analysis, it is determined that the business handling is completed and the salesperson has not violated any regulations, then the complaint suggestion will be temporarily included in the business handling record table of the salesperson, and will not be included in the annual comprehensive consideration table, and the salesperson’s training on this type of business will be strengthened in the future. On the contrary, even if the business type does not match the type of business currently handled by the salesperson, the complaint suggestion will still be included in the salesperson’s annual comprehensive consideration table.

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