Customer service work order early warning method and system

Abstract

The invention provides a customer service work order early warning method, which comprises the following steps: periodically acquiring customer service work orders conforming to preset business types, business acceptance time, business labels and process links from a preset marketing system; wherein the service type is one of fault repair, power consumption service, consultation query, complaint, report, suggestion and opinion; the service acceptance time is the same day; the service label is one of a second-level label, a third-level label and a fourth-level label; the flow link is a link with the name of business processing, and the name of the previous link is acceptance appeal, appeal auditing or scheduling processing auditing; and monitoring the customer service work order according to the service label, and sending early warning information carrying related service information to the customer service staff according to the service category of the abnormal customer service work order when at least one of the customer service work orders in a certain period is abnormal. By implementing the invention, the life of the customer service work order can be monitored in a full cycle, so that the service scheduling work efficiency is improved, and the customer service quality is improved.

Description

Technical Field

[0001] The present invention relates to the technical field of power systems, and in particular to a customer service work order early warning method and system. Background Art

[0002] Since the Shenzhen service dispatch officially started to operate in a coordinated manner, the power supply bureaus have seen significant improvements in work order circulation, process tracking, closed-loop control, and other aspects compared to before.

[0003] However, the following problems still exist: (1) The management of customer issues mainly relies on customer service personnel to actively pay attention to customer issue tickets and track and handle the tickets, without actively monitoring and providing early warning reminders for customer issue tickets; (2) It is impossible to dynamically track and control the number of customer issues and the handling process; (3) Service scheduling cannot actively obtain the number of customer groups with repeat calls and actively monitor and handle repeat calling customers.

[0004] Therefore, in order to solve the above problems, there is an urgent need for a customer service work order early warning method that can monitor the entire life cycle of customer service work orders, thereby improving service scheduling efficiency and improving customer service quality. Summary of the invention

[0005] The technical problem to be solved by the embodiments of the present invention is to provide a customer service work order early warning method and system, which can realize the full life cycle monitoring of the customer service work order, thereby improving the service scheduling efficiency and improving the customer service quality.

[0006] In order to solve the above technical problems, an embodiment of the present invention provides a customer service work order early warning method, the method comprising the following steps:

[0007] From the preset marketing system, customer service tickets that meet the predetermined business categories, business acceptance time, business labels and process links are periodically obtained; wherein the business category is one of fault repair, electricity business, consultation inquiry, complaint, report, suggestion and opinion; the business acceptance time is the same day; the business label is one of the second level, third level and fourth level; the process link is a link named business processing, and the name of the previous link is acceptance of claims, claim review or scheduling processing review;

[0008] According to the business tags, the customer service work orders obtained in each period are monitored, and when at least one abnormality is detected in the customer service work orders obtained in a certain period, the corresponding business information is determined according to the business category corresponding to each abnormal customer service work order, and the business information determined by each abnormal customer service work order is further added to the early warning information and sent to the customer service personnel.

[0009] Wherein, the method further comprises:

[0010] After confirming that the early warning information has been sent to the customer service personnel, if it is determined that at least one of the monitored abnormal customer service work orders has a business tag of level three or above, all abnormal customer service work orders with business tags of level three and above will be pushed to the service scheduling review link in the marketing system, and the service scheduling personnel will be further notified for review.

[0011] Wherein, the method further comprises:

[0012] If information is received that the service dispatcher has failed to approve an abnormal customer service work order with a business tag of level three or above, it is determined that the abnormal customer service work order that failed the review has been terminated in the marketing system.

[0013] The business information carried by the customer service work order obtained in each cycle includes personnel organization information, customer service work order information and subsequent tracking order information;

[0014] The organizational personnel information includes personnel ID, personnel name, department, power supply unit and upper power supply unit;

[0015] The customer service work order information includes the customer service work order number, work order source, service channel, business category, urgency, importance, direct processing mark, repeated reflection mark, scope of influence, anonymous mark, work order status, follow-up tracking mark, follow-up processing mark, caller number, caller content, acceptance organization, acceptor, acceptance time, agent opinion, first link processing time limit, first link processing time, business processing time limit, dispatch return order mark, appointment return visit time, return visit mark, return visit return order mark, first reply time, first reply evaluation, last reply evaluation, filer, filing time, cancellation mark, cancellation reason, appellant, power supply unit, second-level subcategory, third-level subcategory, business subcategory, user address, number of replies, reply mark, fault handling unit, whether to follow up the order, distribution department, business label, mention mark, differentiated service, cancellation mark, cancellation time, return visit return order reason and return visit return order remarks;

[0016] The follow-up tracking order information includes work order number, business category, business subcategory, processing department ID, processing department name, latest processing status, planned completion time, processing situation, processor, processing status, latest processing situation, latest processing time, actual completion time, whether it is timeout, reporting cycle, customer service work order number, operator, operation time and creation time.

[0017] Wherein, the method further comprises:

[0018] According to business categories and business subcategories, classify and count the number of warning work orders and view the details; or,

[0019] According to the number of warnings and warning levels, the number of customer service work orders can be counted and detailed.

[0020] Among them, the warning information is sent to customer service personnel via SMS or enterprise WeChat.

[0021] The embodiment of the present invention also provides a customer service work order early warning system, including:

[0022] The customer service ticket screening unit is used to periodically obtain customer service tickets that meet the predetermined business category, business acceptance time, business label and process link from the preset marketing system; wherein the business category is one of fault repair, electricity business, consultation inquiry, complaint, report, suggestion and opinion; the business acceptance time is the same day; the business label is one of the second level, third level and fourth level; the process link is a link named business processing, and the name of the previous link is acceptance of claims, claim review or scheduling processing review;

[0023] The customer service problem ticket early warning unit is used to monitor the customer service tickets obtained in each period according to the business tags, and when at least one abnormality is detected in the customer service tickets obtained in a certain period, the corresponding business information is determined according to the business category corresponding to each abnormal customer service ticket, and the business information determined by each abnormal customer service ticket is further added to the early warning information and sent to the customer service personnel.

[0024] Among them, it also includes:

[0025] The customer service problem ticket review unit is used to wait for the early warning information to be determined to have been sent to the customer service personnel. If it is determined that at least one of the monitored abnormal customer service tickets has a business tag of level three or above, all abnormal customer service tickets with business tags of level three and above will be pushed to the service scheduling review link in the marketing system, and the service scheduling personnel will be further notified for review.

[0026] Among them, it also includes:

[0027] The customer service problem work order termination unit is used to determine that the abnormal customer service work order that failed the review has been terminated in the marketing system if it receives information that the service dispatcher has failed to review an abnormal customer service work order with a business tag of level three or above.

[0028] The business information carried by the customer service work order obtained in each cycle includes personnel organization information, customer service work order information and subsequent tracking order information;

[0029] The organizational personnel information includes personnel ID, personnel name, department, power supply unit and upper power supply unit;

[0030] The customer service work order information includes the customer service work order number, work order source, service channel, business category, urgency, importance, direct processing mark, repeated reflection mark, scope of influence, anonymous mark, work order status, follow-up tracking mark, follow-up processing mark, caller number, caller content, acceptance organization, acceptor, acceptance time, agent opinion, first link processing time limit, first link processing time, business processing time limit, dispatch return order mark, appointment return visit time, return visit mark, return visit return order mark, first reply time, first reply evaluation, last reply evaluation, filer, filing time, cancellation mark, cancellation reason, appellant, power supply unit, second-level subcategory, third-level subcategory, business subcategory, user address, number of replies, reply mark, fault handling unit, whether to follow up the order, distribution department, business label, mention mark, differentiated service, cancellation mark, cancellation time, return visit return order reason and return visit return order remarks;

[0031] The follow-up tracking order information includes work order number, business category, business subcategory, processing department ID, processing department name, latest processing status, planned completion time, processing situation, processor, processing status, latest processing situation, latest processing time, actual completion time, whether it is timeout, reporting cycle, customer service work order number, operator, operation time and creation time.

[0032] Implementing the embodiments of the present invention has the following beneficial effects:

[0033] The present invention combines the massive customer service work order data in the marketing system to screen out customer service work orders that meet the predetermined business categories, business acceptance times, business tags and process links, and based on the business tags, performs abnormal monitoring and early warning on the customer service work orders, thereby realizing full life cycle monitoring of customer service work orders, improving service scheduling efficiency, and enhancing customer service quality. BRIEF DESCRIPTION OF THE DRAWINGS

[0034] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, without paying creative labor, other drawings obtained based on these drawings still belong to the scope of the present invention.

[0035] Figure 1 A flowchart of a customer service work order early warning method provided by an embodiment of the present invention;

[0036] Figure 2 A schematic diagram of the structure of a customer service work order early warning system provided in an embodiment of the present invention. DETAILED DESCRIPTION

[0037] In order to make the objectives, technical solutions and advantages of the present invention more clear, the present invention will be further described in detail below with reference to the accompanying drawings.

[0038] like Figure 1 As shown in the figure, a customer service work order early warning method is proposed in an embodiment of the present invention, and the method comprises the following steps:

[0039] Step S1, periodically obtain customer service tickets that meet the predetermined business category, business acceptance time, business label and process link from the preset marketing system; wherein the business category is one of fault repair, electricity business, consultation inquiry, complaint, report, suggestion and opinion; the business acceptance time is the same day; the business label is one of the second level, third level and fourth level; the process link is a link named business processing, and the name of the previous link is acceptance of request, request review or scheduling processing review;

[0040] The specific process is to automatically obtain customer service tickets that meet the following conditions from the marketing system every two minutes through the ETL data synchronization tool: (1) The business category of the customer service ticket is one of the following: fault reporting, electricity business, consultation and inquiry, complaint, report, suggestion, and opinion; (2) The business acceptance time of the customer service ticket is the same day; (3) The business label of the customer service ticket is one of the second level [first call (including complaint intention and risk of bypassing the level of appeal) and second call], third level (third call) and fourth level (four or more calls); (4) The process link of the customer service ticket is currently in the link named "business processing", and the name of its previous link is "acceptance of request", "request review" or "dispatch processing review".

[0041] At this time, each customer service work order in the marketing system carries business information, including personnel organization information, customer service work order information, and follow-up tracking order information;

[0042] Organizational personnel information includes but is not limited to personnel ID, personnel name, department, power supply unit and upper-level power supply unit;

[0043] Customer service work order information includes but is not limited to customer service work order number, work order source, service channel, business category, urgency, importance, direct processing mark, repeated reflection mark, scope of impact, anonymous mark, work order status, follow-up tracking mark, follow-up processing mark, caller number, caller content, acceptance organization, acceptor, acceptance time, agent opinion, first link processing time limit, first link processing time, business processing time limit, dispatch return order mark, appointment return visit time, return visit mark, return visit return order mark, first reply time, first reply evaluation, last reply evaluation, filer, filing time, cancellation mark, cancellation reason, appellant, power supply unit, second-level subcategory, third-level subcategory, business subcategory, user address, number of replies, reply mark, fault handling unit, whether to follow up the order, distribution department, business label, mention mark, differentiated service, cancellation mark, cancellation time, return visit return order reason and return visit return order remarks;

[0044] Subsequent tracking order information includes but is not limited to work order number, business category, business subcategory, processing department ID, processing department name, latest processing status, planned completion time, processing status, processor, processing status, latest processing status, latest processing time, actual completion time, whether it is timed out, reporting cycle, customer service work order number, operator, operation time and creation time.

[0045] Step S2: According to the business tag, the customer service work orders obtained in each period are monitored, and when at least one abnormality is detected in the customer service work orders obtained in a certain period, the corresponding business information is determined according to the business category corresponding to each abnormal customer service work order, and the business information determined by each abnormal customer service work order is further added to the early warning information and sent to the customer service personnel.

[0046] The specific process is, first, dynamically configure the warning rules, warning objects and warning information according to the warning level (business label) and business category in advance; the warning information includes the warning template number, warning times, warning template name, business category, warning content, creation time, creator and remarks, etc. It should be noted that the dynamic configuration of warning rules, warning objects and warning information is achieved by using common technical means in this field, so it will not be repeated here.

[0047] Secondly, according to the business tag, the customer service work orders obtained in each cycle of step S1 are monitored, and according to the dynamically configured warning rules and warning objects, the customer service work orders obtained are monitored for abnormalities. Of course, before monitoring the customer service work orders obtained in each cycle of step S1, you can query according to the customer's call number, account number, power supply unit and other information, and sort the customer service work orders according to the work order status and call time.

[0048] Next, if at least one abnormality is detected in the customer service tickets acquired in a certain period, the corresponding business information is determined according to the business category corresponding to each abnormal customer service ticket. For example, from step S1, information including the ticket number, business category, and ticket link is selected as the business information.

[0049] Finally, the business information determined by each abnormal customer service ticket is added to the warning information and sent to the customer service staff via SMS or enterprise WeChat (eLink).

[0050] It can be understood that when you choose to send warning information via SMS, the warning SMS notification will be sent to the person handling the current link of the customer service work order through the information push interface service provided by the SMS platform; when you choose to send warning information via Enterprise WeChat (eLink), the warning information will be actively pushed to the eLink communication group corresponding to the power supply unit to which the work order belongs through the message push service (such as the application service number) provided by Enterprise WeChat (eLink).

[0051] In an embodiment of the present invention, the warning information is automatically identified according to business requirements, and when customer service work orders with business tags of level three or above are identified, they are automatically pushed to the service scheduling review link, and the service scheduling personnel are automatically notified via SMS to review the warning information. Therefore, the method further includes: after determining that the warning information has been sent to the customer service personnel, if it is determined that at least one of the monitored abnormal customer service work orders has a business tag of level three or above, all abnormal customer service work orders with business tags of level three or above are pushed to the service scheduling review link in the marketing system, and the service scheduling personnel are further notified to review.

[0052] However, for the early warning information of the failure to pass the review, the direct closed-loop information and the failure reason will be received. Therefore, the method further includes: if the service dispatcher receives information that a certain abnormal customer service work order with a business tag of level three or above is not passed, it is determined that the abnormal customer service work order that has not passed the review has been terminated in the marketing system.

[0053] It should be noted that the same customer service ticket can be used for multiple warnings. When multiple warnings are issued, the time information of the historical warning information will be automatically reflected in the warning information, and the total number and detailed information of the customer service tickets reported by the customer in the current year will be provided.

[0054] In the embodiment of the present invention, multiple dimensions of query and report statistics are also provided. Therefore, the method further includes: classifying and counting the number of warning work orders and viewing the details according to business categories and business subcategories; or, according to the number of warnings and warning levels, realizing the statistics and detailed viewing of the number of customer service work orders. At this time, the query statistics and statistical results are exported through Excel.

[0055] like Figure 2 As shown, a customer service work order early warning system is provided in an embodiment of the present invention, including:

[0056] The customer service ticket screening unit 110 is used to periodically obtain customer service tickets that meet the predetermined business category, business acceptance time, business label and process link from the preset marketing system; wherein the business category is one of fault repair, electricity business, consultation inquiry, complaint, report, suggestion and opinion; the business acceptance time is the same day; the business label is one of the second level, third level and fourth level; the process link is a link named business processing, and the name of the previous link is acceptance of request, request review or scheduling processing review;

[0057] The customer service problem ticket early warning unit 120 is used to monitor the customer service tickets obtained in each period according to the business tags, and when at least one abnormality is detected in the customer service tickets obtained in a certain period, determine the corresponding business information according to the business category corresponding to each abnormal customer service ticket, and further add the business information determined by each abnormal customer service ticket to the early warning information and send it to the customer service personnel.

[0058] Among them, it also includes:

[0059] The customer service problem ticket review unit is used to wait for the early warning information to be determined to have been sent to the customer service personnel. If it is determined that at least one of the monitored abnormal customer service tickets has a business tag of level three or above, all abnormal customer service tickets with business tags of level three and above will be pushed to the service scheduling review link in the marketing system, and the service scheduling personnel will be further notified for review.

[0060] Among them, it also includes:

[0061] The customer service problem work order termination unit is used to determine that the abnormal customer service work order that failed the review has been terminated in the marketing system if it receives information that the service dispatcher has failed to review an abnormal customer service work order with a business tag of level three or above.

[0062] The business information carried by the customer service work order obtained in each cycle includes personnel organization information, customer service work order information and subsequent tracking order information;

[0063] The organizational personnel information includes personnel ID, personnel name, department, power supply unit and upper power supply unit;

[0064] The customer service work order information includes the customer service work order number, work order source, service channel, business category, urgency, importance, direct processing mark, repeated reflection mark, scope of influence, anonymous mark, work order status, follow-up tracking mark, follow-up processing mark, caller number, caller content, acceptance organization, acceptor, acceptance time, agent opinion, first link processing time limit, first link processing time, business processing time limit, dispatch return order mark, appointment return visit time, return visit mark, return visit return order mark, first reply time, first reply evaluation, last reply evaluation, filer, filing time, cancellation mark, cancellation reason, appellant, power supply unit, second-level subcategory, third-level subcategory, business subcategory, user address, number of replies, reply mark, fault handling unit, whether to follow up the order, distribution department, business label, mention mark, differentiated service, cancellation mark, cancellation time, return visit return order reason and return visit return order remarks;

[0065] The follow-up tracking order information includes work order number, business category, business subcategory, processing department ID, processing department name, latest processing status, planned completion time, processing situation, processor, processing status, latest processing situation, latest processing time, actual completion time, whether it is timeout, reporting cycle, customer service work order number, operator, operation time and creation time.

[0066] Implementing the embodiments of the present invention has the following beneficial effects:

[0067] The present invention combines the massive customer service work order data in the marketing system to screen out customer service work orders that meet the predetermined business categories, business acceptance times, business tags and process links, and based on the business tags, performs abnormal monitoring and early warning on the customer service work orders, thereby realizing full life cycle monitoring of customer service work orders, improving service scheduling efficiency, and enhancing customer service quality.

[0068] It is worth noting that in the above system embodiment, the various system modules included are only divided according to functional logic, but are not limited to the above division, as long as the corresponding functions can be achieved; in addition, the specific names of the various functional modules are only for the convenience of distinguishing each other, and are not used to limit the scope of protection of the present invention.

[0069] A person skilled in the art can understand that all or part of the steps in the above-mentioned embodiment method can be completed by instructing related hardware through a program, and the program can be stored in a computer-readable storage medium, such as ROM / RAM, disk, CD-ROM, etc.

[0070] The above disclosure is only the preferred embodiment of the present invention, which certainly cannot be used to limit the scope of the present invention. Therefore, equivalent changes made according to the claims of the present invention are still within the scope of the present invention.

Claims

1. A customer service work order early warning method, characterized in that: The method comprises the following steps: From the preset marketing system, customer service tickets that meet the predetermined business categories, business acceptance time, business labels and process links are periodically obtained; wherein the business category is one of fault repair, electricity business, consultation inquiry, complaint, report, suggestion and opinion; the business acceptance time is the same day; the business label is one of the second level, third level and fourth level; the process link is a link named business processing, and the name of the previous link is acceptance of claims, claim review or scheduling processing review; According to the business tags, the customer service work orders obtained in each period are monitored, and when at least one abnormality is detected in the customer service work orders obtained in a certain period, the corresponding business information is determined according to the business category corresponding to each abnormal customer service work order, and the business information determined by each abnormal customer service work order is further added to the early warning information and sent to the customer service personnel.

2. The customer service work order early warning method according to claim 1, characterized in that: The method further comprises: After confirming that the early warning information has been sent to the customer service personnel, if it is determined that at least one of the monitored abnormal customer service work orders has a business tag of level three or above, all abnormal customer service work orders with business tags of level three and above will be pushed to the service scheduling review link in the marketing system, and the service scheduling personnel will be further notified for review.

3. The customer service work order early warning method according to claim 2, characterized in that: The method further comprises: If information is received that the service dispatcher has failed to approve an abnormal customer service work order with a business tag of level three or above, it is determined that the abnormal customer service work order that failed the review has been terminated in the marketing system.

4. The customer service work order early warning method according to claim 3, characterized in that: The business information carried by the customer service work order obtained in each cycle includes personnel organization information, customer service work order information and subsequent tracking order information; among them, The organizational personnel information includes personnel ID, personnel name, department, power supply unit and upper power supply unit; The customer service work order information includes the customer service work order number, work order source, service channel, business category, urgency, importance, direct processing mark, repeated reflection mark, scope of influence, anonymous mark, work order status, follow-up tracking mark, follow-up processing mark, caller number, caller content, acceptance organization, acceptor, acceptance time, agent opinion, first link processing time limit, first link processing time, business processing time limit, dispatch return order mark, appointment return visit time, return visit mark, return visit return order mark, first reply time, first reply evaluation, last reply evaluation, filer, filing time, cancellation mark, cancellation reason, appellant, power supply unit, second-level subcategory, third-level subcategory, business subcategory, user address, number of replies, reply mark, fault handling unit, whether to follow up the order, distribution department, business label, mention mark, differentiated service, cancellation mark, cancellation time, return visit return order reason and return visit return order remarks; The follow-up tracking order information includes work order number, business category, business subcategory, processing department ID, processing department name, latest processing status, planned completion time, processing situation, processor, processing status, latest processing situation, latest processing time, actual completion time, whether it is timeout, reporting cycle, customer service work order number, operator, operation time and creation time.

5. The customer service work order early warning method according to claim 4, characterized in that: The method further comprises: According to business categories and business subcategories, classify and count the number of warning work orders and view the details; or, According to the number of warnings and warning levels, the number of customer service work orders can be counted and detailed.

6. The customer service work order early warning method according to claim 1, characterized in that: The warning information is sent to customer service personnel via SMS or enterprise WeChat.

7. A customer service work order early warning system, characterized in that: include: The customer service ticket screening unit is used to periodically obtain customer service tickets that meet the predetermined business category, business acceptance time, business label and process link from the preset marketing system; wherein the business category is one of fault repair, electricity business, consultation inquiry, complaint, report, suggestion and opinion; the business acceptance time is the same day; the business label is one of the second level, third level and fourth level; the process link is a link named business processing, and the name of the previous link is acceptance of claims, claim review or scheduling processing review; The customer service problem ticket early warning unit is used to monitor the customer service tickets obtained in each period according to the business tags, and when at least one abnormality is detected in the customer service tickets obtained in a certain period, the corresponding business information is determined according to the business category corresponding to each abnormal customer service ticket, and the business information determined by each abnormal customer service ticket is further added to the early warning information and sent to the customer service personnel.

8. The customer service work order early warning system according to claim 7, characterized in that: Also includes: The customer service problem ticket review unit is used to wait for the early warning information to be determined to have been sent to the customer service personnel. If it is determined that at least one of the monitored abnormal customer service tickets has a business tag of level three or above, all abnormal customer service tickets with business tags of level three and above will be pushed to the service scheduling review link in the marketing system, and the service scheduling personnel will be further notified for review.

9. The customer service work order early warning system according to claim 8, characterized in that: Also includes: The customer service problem work order termination unit is used to determine that the abnormal customer service work order that failed the review has been terminated in the marketing system if it receives information that the service dispatcher has failed to review an abnormal customer service work order with a business tag of level three or above.

10. The customer service work order early warning system according to claim 9, characterized in that: The business information carried by the customer service work order obtained in each cycle includes personnel organization information, customer service work order information and subsequent tracking order information; among them, The organizational personnel information includes personnel ID, personnel name, department, power supply unit and upper power supply unit; The customer service work order information includes the customer service work order number, work order source, service channel, business category, urgency, importance, direct processing mark, repeated reflection mark, scope of influence, anonymous mark, work order status, follow-up tracking mark, follow-up processing mark, caller number, caller content, acceptance organization, acceptor, acceptance time, agent opinion, first link processing time limit, first link processing time, business processing time limit, dispatch return order mark, appointment return visit time, return visit mark, return visit return order mark, first reply time, first reply evaluation, last reply evaluation, filer, filing time, cancellation mark, cancellation reason, appellant, power supply unit, second-level subcategory, third-level subcategory, business subcategory, user address, number of replies, reply mark, fault handling unit, whether to follow up the order, distribution department, business label, mention mark, differentiated service, cancellation mark, cancellation time, return visit return order reason and return visit return order remarks; The follow-up tracking order information includes work order number, business category, business subcategory, processing department ID, processing department name, latest processing status, planned completion time, processing situation, processor, processing status, latest processing situation, latest processing time, actual completion time, whether it is timeout, reporting cycle, customer service work order number, operator, operation time and creation time.

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