Outbound management system and outbound method

Abstract

The invention relates to the technical field of new generation information, and discloses an outbound management system and an outbound method.The system comprises an outbound unit and a seat allocation unit, the seat allocation unit is used for updating the seat state of a person, and the seat state comprises a conversation state, an idle state and a rest state; the outbound unit comprises a task configuration module, a task receiving module and an automatic outbound module, the task configuration module is used for adding outbound tasks and configuring outbound rules, and the task receiving module receives a plurality of outbound tasks from the task configuration module and sends the outbound tasks to the automatic outbound module; the outbound task is allocated to the seat personnel marked in the idle state in the seat allocation unit; the automatic call-out module automatically dials out a call-out number according to the call-out task; the outbound call is combined with the seat state, and outbound call allocation can automatically match different events according to the seat state, so that the goal of improving quality and efficiency is achieved.

Description

Technical Field

[0001] The present invention relates to the field of new generation information technology, and in particular to an outbound call management system and an outbound call method. Background Art

[0002] As a means for enterprises to obtain business opportunities, traditional outbound call systems only provide operators with a single operation mode of active outbound calls, which can only reach one customer at a time and requires manual triggering, resulting in low work efficiency. In addition, there is no management of the working status of operators, and it is impossible to control the rest and leisure time of operators. It is completely dependent on the subjective initiative of operators, resulting in the problem of low outbound call efficiency. Summary of the invention

[0003] The present invention aims to provide an outbound call management system and an outbound call method to solve the problem that the current outbound call operation form is single and the work efficiency of outbound call personnel cannot be monitored, resulting in low outbound call efficiency.

[0004] In order to solve the above problems, the present invention adopts a technical solution of an outbound call management system, including an outbound call unit and an agent allocation unit, the agent allocation unit is used to update the agent status of the personnel, the agent status includes the call status, idle status and short break status, the outbound call unit includes a task configuration module, a task collection module and an automatic outbound call module, the task configuration module is used to add outbound call tasks and configure outbound call rules, the task collection module collects multiple outbound call tasks from the task configuration module, and allocates the outbound call tasks to the agent personnel marked as idle in the agent allocation unit; the automatic outbound call module automatically dials the outbound call number according to the outbound call task, and connects the connected call for the agent personnel, the agent allocation unit adjusts the agent status to the call status after the call is connected, when the multiple outbound call tasks are all processed, the agent allocation unit adjusts the agent status to the short break status, and customizes the short break time, and when the short break time ends, the agent allocation unit adjusts the agent status to the idle state.

[0005] The beneficial effects of this outbound call management system are: the outbound call system automatically helps the agents to receive multiple tasks and initiate outbound calls at the same time. When it is determined that the agents have completed the calls for this batch of tasks, the system will automatically continue to receive the next batch of tasks for outbound calls, reducing the manual operations of the operators and increasing the continuity of outbound calls. The system can automatically change the agent status to prevent the agents from being in a situation where they are not assigned tasks for a long time. Combining outbound calls with the agent status, the outbound call allocation will automatically trigger different events according to the agent status, thereby achieving the goal of improving quality and efficiency. In addition, the agent allocation unit times each agent status and automatically adjusts the agent's seat status, in order to achieve the goal of refined management of the agent's outbound calls and improve the efficiency of outbound calls.

[0006] Preferably, the outbound call unit further includes a temporary storage module for storing outbound call failure tasks. Possible reasons for outbound call failure include: 1. The other party is not convenient to answer the phone, resulting in failure to connect; 2. Due to signal reasons, the signal cannot be connected and the dialing is not completed; 3. The other party does not want to be disturbed and is unwilling to connect; 4. The signal cannot be connected because the signal is busy; for the above situations, it is impossible to determine the other party's willingness, so it is necessary to make an outbound call again, but because the task has been dialed once, its success rate will decrease in probability statistics, so storing this part of the task in the temporary storage module is more convenient than establishing the outbound call task again.

[0007] Preferably, the outbound call unit also includes a repeated contact configuration module, which is used to reconfigure the interval date, interval time, and number of outbound calls of the outbound call task again, and add the reconfigured outbound call task to the outbound call task list and mark it as a pending state, so that the task collection module can re-collect it. For the data of the outbound call that is not connected or not connected, it enters the repeated temporary storage module, and provides a custom configuration of the repeated contact strategy in the repeated temporary storage module. The outbound call interval date, interval time, and number of outbound calls are edited again, and the edited task is in a pending state, so that the task collection module can re-collect it. In this way, the misjudgment of the outbound call task can be avoided as much as possible.

[0008] Preferably, the seat allocation unit is provided with an operation interface, which displays a list of received tasks, and a one-touch outbound call button for starting the outbound call trigger of the outbound call unit is provided in the operation interface. Clicking the one-touch outbound call button will call the currently received tasks in batches at the same time. Through the feedback of the operation interface, the seat personnel can adjust the time point of entering the outbound call working state, and it is also convenient to check the outbound call feedback status.

[0009] Preferably, the operation interface is also provided with an active selection control for actively changing the seat status, and the optional items of the active selection control include rest status, training status and dining status. For normal non-seat status requests of the seat staff, the system provides the right to actively choose to meet the daily needs of the seat staff.

[0010] The operation page triggers changes in the agent status through the front-end websocket tool.

[0011] Preferably, it also includes a seat status management module, which is used to count the duration of each seat status and generate a status report. By monitoring the seat status, the length of time the seat stays in different states is counted. This is conducive to analyzing the working status of the seat personnel and providing data support for more scientific adjustment of the duration of various states of the seat personnel.

[0012] The present application also provides a method for making an outbound call in combination with an outbound call system, and the specific steps are as follows: Step 1: Import the tasks that require outbound calls into the outbound call unit in advance and configure the outbound calling method of the tasks; Step 2: After the agent logs into the work interface, the outbound call unit checks whether the agent status is "idle" and counts the number of agents; Step 3: The outbound call system receives multiple outbound call tasks for "idle" agents and divides the multiple outbound call tasks into multiple batches; Step 4: The agent clicks the "One-click Outbound Call" button on the work interface; the outbound call unit calls out the outbound call tasks in the same batch at the same time; Step 5: After the call is connected, the outbound call unit transfers the task of communication to the agent in the "free" state; Step 6: After the agent receives the call task, the agent dispatching unit changes the agent status to "on call" and performs time management; Step 7: When the call is over, the agent dispatching unit changes the agent's seat status to "break" and starts a timer; Step 8: After the break time is up, it will automatically switch to "Idle", and the outbound call unit can automatically receive the task and make an outbound call to the agent.

[0013] Through the above method, the operator can automatically receive multiple tasks at one time and initiate outbound calls at the same time. The number of tasks received can be set dynamically. When it is determined that the operator has completed the call for this batch of tasks, the system will automatically continue to receive the next batch of tasks for outbound calls, reducing the manual operation of the operator and increasing the continuity of outbound calls. In conjunction with the agent status management, the outbound call unit can trigger different outbound call events according to the different agent status of the agent. The agent status management automatically times the "break" status to achieve the automatic change from break to idle time, so as to improve work efficiency.

[0014] Preferably, between step five and step six, the method for handling unconnected tasks is to discard tasks with no signal connection, temporarily store tasks with signal connection but not connected, and modify the outbound call configuration of the task in the repeated contact configuration module. The outbound call configuration includes the outbound call interval date, interval time, and number of outbound calls. Repeated outbound calls are initiated for the task according to the modified outbound call configuration.

[0015] For tasks that are not connected, the other party's willingness cannot be determined, so it is necessary to make an outbound call again. However, because the task has already been dialed once, its success rate will decrease in probability statistics. Therefore, this part of the task is stored in a temporary storage module, which is more convenient for establishing an outbound call task again.

[0016] Preferably, an active selection control for actively changing the seat status is provided in the operation interface, and the active selection control includes a rest status, a training status, and a dining status. The seat staff selects the seat status through the active selection control, and the seat status of the staff is changed to the selected seat status and the timing is counted. If the seat staff encounters a temporary matter, they can actively modify the seat status to meet their personal needs, count the status, and monitor the seat status to urge the seat staff to return to work.

[0017] Preferably, the duration of the short break state is a fixed time. The short break state is a temporary break between tasks, and a fixed time is selected for easy management. BRIEF DESCRIPTION OF THE DRAWINGS

[0018] Figure 1 This is a schematic diagram of the functional architecture of the outbound call management system in Example 1; Figure 2 This is a functional diagram of the repeated touch configuration module interface in Example 1; Figure 3 This is a flow chart of the outbound call management method in Example 2. DETAILED DESCRIPTION

[0019] Example 1 The following is further described in detail by specific implementations, but the implementations of the present invention are not limited thereto. Unless otherwise specified, the technical means used in the following implementations are conventional means well known to those skilled in the art.

[0020] like Figure 1 An outbound call management system shown includes an outbound call unit 1 and an agent allocation unit 2. The agent allocation unit 2 is used to update the agent status of the personnel. The agent status includes the call status, idle status and short break status. The outbound call unit 1 includes a task configuration module 11, a task collection module 12 and an automatic outbound call module 13.

[0021] The task configuration module 11 is used to add outbound call tasks and configure outbound call rules. The task receiving module 12 receives multiple outbound call tasks from the task configuration module and allocates the outbound call tasks to the agents marked as idle in the agent allocation unit.

[0022] The automatic outbound calling module 13 automatically dials an outbound calling number according to the outbound calling task and connects the connected call for the agent.

[0023] After the call is connected, the agent allocation unit 2 adjusts the agent status to in-call. When multiple outbound call tasks are all processed, the agent allocation unit 2 adjusts the agent status to a break status. The agent allocation unit 2 customizes the break time. When the break time is over, the agent allocation unit 2 adjusts the agent status to an idle state.

[0024] The outbound call unit 1 also includes a temporary storage module 14 for storing a task list of outbound call failures. The possible reasons for outbound call failures are: 1. The other party is not convenient to answer the phone, resulting in failure to connect; 2. Due to signal reasons, the signal cannot be connected and the dialing is not completed; 3. The other party does not want to be disturbed and is unwilling to connect; 4. The signal cannot be connected because the signal is busy; for the above situations, it is impossible to determine the other party's willingness, so it is necessary to make an outbound call again, but because the task has been dialed once, its success rate will decrease in probability statistics, so this part of the task is stored in the temporary storage module 14, which is more convenient than establishing the outbound call task again.

[0025] The outbound call system automatically helps agents to receive multiple tasks and initiate outbound calls at the same time. When it is determined that the agent has completed the calls for this batch of tasks, the system will automatically continue to receive the next batch of tasks for outbound calls, reducing the manual operations of the operators and increasing the continuity of outbound calls. The system can automatically change the agent status to prevent the agent from being unassigned for a long time. The outbound call unit is combined with the agent status, so that the outbound call dispatching will automatically complete the triggering of different states according to the agent status at different times and different events, achieving the goal of improving quality and efficiency. In addition, the agent dispatching unit counts each agent status and automatically adjusts the agent's seat status to achieve the goal of refined management of the agent's outbound calls.

[0026] like Figure 2 The repeated contact configuration module 15 shown is used to reconfigure the interval date, interval time, and number of outbound calls of the re-outbound call task, add the reconfigured outbound call task to the outbound call task list and mark it as a waiting state, so that the task collection module 12 can collect it again. For the data of the outbound call that is not connected or not connected, enter the repeated temporary storage module, and provide a custom configuration of the repeated contact strategy in the repeated temporary storage module. The interval date, interval time, and number of outbound calls are edited again. The edited task is in a waiting state, so that the task collection module can collect it again. In this way, the misjudgment of the outbound call task can be avoided as much as possible.

[0027] The seat allocation unit 2 is provided with an agent operation interface 21, which displays a list of received tasks. A one-touch outbound call button 211 for starting the outbound call unit is provided in the operation interface 21. Clicking the one-touch outbound call button 211 will call the currently received tasks in batches at the same time. Through the feedback of the operation interface 21, the seat personnel can adjust the time point of entering the outbound call working state, and it is also convenient to check the outbound call feedback status.

[0028] The operation interface 21 is also provided with an active selection control 212 for actively changing the seat status, and the options of the active selection control 212 include a break status, a training status, and a dining status. For normal non-seat status requests by the seat personnel, the system provides the right to actively select to meet the daily needs of the seat personnel.

[0029] The seat status management module 22 is used to count the duration of each seat status and generate a status report. By monitoring the seat status and counting the length of time the seat stays in different states, it is helpful to analyze the working status of the seat personnel and provide data support for more scientific adjustment of the duration of various states of the seat personnel.

[0030] Example 2 like Figure 3 As shown, an outbound calling method includes: Step 1 S01: pre-import the task that needs to be called out in the outbound call unit, and configure the outbound call method of the task; Step 2 S02: After the agent logs into the work interface, the outbound call unit checks whether the agent status is "idle" and counts the number of agents; Step 3 S03: The outbound call system receives multiple outbound call tasks for "idle" agents and divides the multiple outbound call tasks into multiple batches. Step 4 S04: The agent clicks the "One-click Outbound Call" button on the work interface; the outbound call unit calls out the outbound call tasks in the same batch at the same time. Step 5 S05: After the outbound call unit is connected, the tasks that can be communicated are transferred to the seat personnel in the "idle" state. The way to handle the tasks that are not connected is to discard the tasks without signal connection, temporarily store the tasks that have signal connection but are not connected, and modify the outbound call configuration of the task in the repeated contact configuration module. The outbound call configuration includes the outbound call interval date, interval time, and number of outbound calls. Repeated outbound calls are initiated for the task according to the modified outbound call configuration.

[0031] Step 6 S06: After the agent receives the call task, the agent dispatching unit changes the agent status to "on call" and performs time management. Step 7 S07: When the call is over, the agent dispatching unit changes the agent's seat status to "break" and starts a timer. Step 8 S08: After the break time is up, the state will automatically switch to "Idle". The outbound call unit can automatically receive tasks for the agent and make outbound calls. The duration of the break state is a fixed time.

[0032] The short break state is a temporary break between tasks. Choose a fixed time to facilitate the management of the seat status.

[0033] Through the above method, the outbound call unit automatically helps the operator to receive multiple tasks at one time and initiate outbound calls at the same time. The number of tasks received can be set dynamically. When it is determined that the operator has completed the call for this batch of tasks, the system will automatically continue to receive the next batch of tasks for outbound calls, reducing the manual operation of the operator and increasing the continuity of outbound calls. In conjunction with the seat status management, the outbound call unit can trigger different outbound call events according to the different seat states of the seat personnel. The seat status management automatically times the "break" state to achieve the automatic change from break to idle time, so as to improve work efficiency.

[0034] The operation interface is equipped with an active selection control for actively changing the seat status, which includes the rest status, training status and dining status. The seat staff selects the seat status through the active selection control, and the seat status of the staff is changed to the selected seat status and the time is counted. If the seat staff encounters a temporary matter, they can actively modify the seat status to meet their personal needs, count the status, and monitor the seat status to urge the seat staff to return to work.

[0035] 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 management system, characterized in that: It includes an outbound call unit and an agent allocation unit. The agent allocation unit is used to update the agent status of the personnel. The agent status includes the status of being on a call, idle and taking a short break. The outbound call unit includes a task configuration module, a task collection module and an automatic outbound call module. The task configuration module is used to add outbound call tasks and configure outbound call rules. The task collection module collects multiple outbound call tasks from the task configuration module and allocates the outbound call tasks to the agents marked as being in an idle state in the agent allocation unit; the automatic outbound call module automatically dials the outbound call number according to the outbound call task and connects the connected call for the agent. After the call is connected, the agent allocation unit adjusts the agent status to being on a call. When multiple outbound call tasks are all processed, the agent allocation unit adjusts the agent status to taking a short break, and customizes the short break time. When the short break time is over, the agent allocation unit adjusts the agent status to being on a call.

2. The outbound call management system according to claim 1, characterized in that ,The outbound call unit also includes a temporary storage module for storing the tasks of failed outbound calls.

3. The outbound call management system according to claim 2, characterized in that: The outbound call unit also includes a repeated contact configuration module, which is used to reconfigure the interval date, interval time, and number of outbound calls for the outbound call task again, add the reconfigured outbound call task to the outbound call task list and mark it as a waiting state, so that the task collection module can re-collect it.

4. The outbound call management system according to claim 3, characterized in that: The seat allocation unit is provided with an operation interface, which displays a list of received tasks. A one-touch outbound call button for starting the outbound call trigger of the outbound call unit is provided in the operation interface. By clicking the one-touch outbound call button, the currently received tasks are called simultaneously in batches.

5. The outbound call management system according to claim 4, characterized in that: The operation interface is also provided with an active selection control for actively changing the seat status, and the optional items of the active selection control include a rest status, a training status and a dining status.

6. The outbound call management system according to claim 5, characterized in that: It also includes a seat status management module, which is used to count the duration of each seat status and generate a status report.

7. An outbound calling method, characterized in that: The steps include: Step 1: Import the tasks that require outbound calls into the outbound call unit in advance and configure the outbound calling method of the tasks; Step 2: After the agent logs in to the work interface, the outbound call unit checks whether the agent status is "idle" and counts the number of agents; Step 3: The outbound call system receives multiple outbound call tasks for "idle" agents and divides the multiple outbound call tasks into multiple batches; Step 4: The agent clicks the "One-click Outbound Call" button on the work interface; the outbound call unit calls out the outbound call tasks in the same batch at the same time; Step 5: After the call is connected, the outbound call unit transfers the task of communication to the agent in the "free" state; Step 6: After the agent receives the call task, the agent dispatching unit changes the agent status to "on call" and performs time management; Step 7: When the call is over, the agent dispatching unit changes the agent's seat status to "break" and starts a timer; Step 8: After the break time is up, it will automatically switch to "Idle", and the outbound call unit can automatically receive the task and make an outbound call to the agent.

8. The outbound calling method according to claim 7, characterized in that: Between step five and step six, the method for handling unconnected tasks is to discard tasks without signal connection, temporarily store tasks with signal connection but not connected, and modify the outbound call configuration of the task in the repeated contact configuration module. The outbound call configuration includes the outbound call interval date, interval time, and number of outbound calls. Repeated outbound calls are initiated for the task according to the modified outbound call configuration.

9. The outbound calling method according to claim 8, characterized in that: An active selection control for actively changing the seat status is provided in the operation interface, and the active selection control includes a break status, a training status and a dining status. The seat personnel selects the seat status through the active selection control, and the seat status of the personnel is changed to the selected seat status and timing statistics are performed.

10. The outbound calling method according to claim 9, characterized in that: The duration of the short break state is a fixed time.

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