Incoming call response method and system

Abstract

The embodiment of the invention mainly relates to the technical field of incoming call response, in particular to an incoming call response method and system. The invention discloses an incoming call response method, which comprises the following steps of: S2, acquiring an incoming call of a client, judging whether an idle incoming call processing position exists at present, and forwarding the incoming call to the idle incoming call processing position when the idle incoming call processing position exists; and S4, when the incoming call is transferred to the incoming call processing position, matching the phone number of the incoming call with the main phone number on the customer list, and when the main phone number in the customer list is matched with the phone number of the incoming call, calling customer information of a customer corresponding to the main phone number, the client information is displayed at the corresponding incoming call processing position; and S6, processing the incoming call through the incoming call processing position, and recording the interaction information of the incoming call after the incoming call is ended. According to the incoming call response method and system, the customer information of the customer can be directly obtained through the phone number of the incoming call, and the working efficiency of incoming call processing is further improved.

Description

Technical Field

[0001] The embodiments of this specification mainly relate to the technical field of incoming call response, and specifically to a method and system for responding to an incoming call. Background Art

[0002] A call center is a place or system that centrally manages and handles a large number of telephone calls. It is set up to provide customer service, technical support, sales and marketing services. A call center is usually composed of a group of customer service representatives or customer support representatives who are responsible for answering calls from customers and providing corresponding help and answers.

[0003] The call response method in the prior art is as follows: the call processing position of the call center answers the customer's call, asks the customer's intention, finds the customer information based on the key information provided by the customer, and then provides the customer with corresponding help and answers based on the customer information. After hanging up the phone, the call processing position also needs to manually record the situation of the telephone communication. After the recording of the situation of the telephone communication is completed, the call processing position can continue to handle the call of the next customer.

[0004] The working efficiency of this call response method is relatively low. Especially when there are a large number of customers calling, some customers will not be able to get through for a long time, which will lead to reduced customer satisfaction. Summary of the invention

[0005] In view of the problems existing in the prior art, the embodiments of this specification propose a method and system for responding to incoming calls, and the technical solutions are as follows: In a first aspect, an embodiment of the present specification provides a method for responding to an incoming call, comprising: Step S2. Get the customer's incoming call and determine whether there is an idle call processing position. If there is an idle call processing position, transfer the call to the idle call processing position; When the incoming call is transferred to the call processing position, the incoming caller's phone number is matched with the main phone number on the customer list. When the main phone number in the customer list matches the incoming caller's phone number, the customer information of the customer corresponding to the main phone number is retrieved and displayed at the corresponding call processing position; Step S4. The call is processed by the call processing unit, and the interactive information of the call is recorded after the call ends, and the interactive information of the call is stored in the customer information of the customer corresponding to the calling phone number; Step S2 also includes: Step S21. When there is no free call handling position, the incoming caller's phone number is recorded in the call back list in the order of the call time, and the customer is informed that a call back will be made when there is a free call handling position; Step S22. Obtain an idle incoming call processing position and lock the state of the incoming call processing position; Step S23. Get the first phone number in the call back list and call it back; Step S24. When the customer answers the call back, the call back is transferred to the locked call processing position and the first phone number in the call back list is deleted; when the customer does not answer the call back, the locked call processing position is released and the first phone number in the call back list is deleted.

[0006] Preferably, step S2 further comprises: Step S25. When there is no primary phone number in the customer list that matches the incoming caller's phone number, the incoming caller's phone number is matched with the associated phone number on the customer list; Step S26. When there is an associated phone number in the customer list that matches the incoming call phone number, retrieve the customer information corresponding to the associated phone number and send the customer information to the corresponding incoming call processing position for display.

[0007] Preferably, in step S4, recording the interactive information of the incoming call specifically includes: Step S41. Obtain the call recording, and obtain the interactive text information according to the call recording; Step S42. Setting the interactive information tag; Step S43. Search the interactive text information for interactive content that matches the interactive information tag, and fill the found interactive text content in the interactive content filling area corresponding to the interactive information tag; Step S44. Adjust the interactive content in the interactive content filling area; Step S45: Determine that the recording of the interaction information is completed.

[0008] Preferably, the incoming call response method further comprises: Step S61. After completing the recording of the interaction information, create a call pending entry, and set the state of the call pending entry to the first state, the call pending entry includes the main phone number and the call pending item; Step S62: Obtain customer information according to the main phone number of the incoming call pending item, and process the incoming call pending item according to the customer information. When the incoming call pending item is completed, set the state of the incoming call pending item to the second state.

[0009] In a second aspect, an embodiment of the present specification provides a call response system, including: The call determination processing module is used to obtain the customer's call and determine whether there is an idle call processing position at present. If there is an idle call processing position, the call is transferred to the idle call processing position; The customer information acquisition module is used to match the incoming caller's phone number with the main phone number on the customer list while transferring the incoming call to the call processing position. When the main phone number in the customer list matches the incoming caller's phone number, the customer information of the customer corresponding to the main phone number is retrieved and the customer information is displayed at the corresponding call processing position; The call processing and recording module is used to process the incoming call through the call processing unit, and record the interactive information of the incoming call after the call ends, and store the interactive information of the incoming call in the customer information corresponding to the telephone number of the incoming call; The incoming call determination processing module also includes: The call recording unit is used to record the incoming caller's phone number in the call return list in the order of the incoming call time when there is no free call handling position, and inform the customer to call him back when there is a free call handling position; An incoming call bit locking unit is used to obtain an idle incoming call processing bit and lock the state of the incoming call processing bit; A call back unit, used to obtain the first telephone number in the call back list and call it back; The call back processing unit is used to transfer the call back to the state-locked call processing position when the customer answers the call back, and delete the first telephone number in the call back list; when the customer does not answer the call back, the state-locked call processing position is released, and the first telephone number in the call back list is deleted.

[0010] Preferably, the customer information acquisition module further includes: an associated number matching unit, for matching the incoming caller's phone number with the associated phone numbers on the customer list when there is no primary phone number in the customer list that matches the incoming caller's phone number; The customer information acquisition unit is used to retrieve the customer information corresponding to the associated telephone number when the associated telephone number in the customer list matches the telephone number of the incoming call, and send the customer information to the corresponding incoming call processing position for display.

[0011] Preferably, the call processing record module includes: An interactive text information acquisition unit, used to acquire a call recording and acquire interactive text information according to the call recording; An interactive information label setting unit, used to set an interactive information label; An interactive text content filling unit is used to search for interactive content matching the interactive information tag in the interactive text information, and fill the found interactive text content in the interactive content filling area corresponding to the interactive information tag; An interactive content adjustment unit, used to adjust the interactive content in the interactive content filling area; The recording completion determination unit is used to determine whether the recording of the interaction information is completed.

[0012] Preferably, the call response system comprises: An entry creation module, used to create a call waiting entry after completing the recording of the interaction information, and set the state of the call waiting entry to a first state, wherein the call waiting entry includes a main telephone number and a call waiting item; The item processing module is used to obtain customer information according to the main telephone number of the incoming call pending item, and process the incoming call pending items according to the customer information. When the incoming call pending items are completed, the state of the incoming call pending item is set to the second state.

[0013] Beneficial Effects The call response method and system of the embodiments of the present specification can obtain the customer information of the customer through the caller's phone number after finding an idle call handling position, and directly display the customer information in the corresponding call handling position, so that after the call is connected with the customer, the call handling position does not need to inquire about the situation from the customer to obtain the customer information, but can directly provide the customer with corresponding help and answers through the customer information, thereby improving the work efficiency of call handling and improving customer satisfaction. BRIEF DESCRIPTION OF THE DRAWINGS

[0014] Figure 1 A flowchart of a method for responding to incoming calls provided in an embodiment of this specification; Figure 2 A schematic diagram of the structure of a call response system provided in an embodiment of this specification. DETAILED DESCRIPTION

[0015] Embodiments of the present specification will be described in more detail below with reference to the accompanying drawings.

[0016] Embodiment 1: A method for responding to incoming calls, such as Figure 1 As shown, including: Step S2: Get the customer's incoming call and determine whether there is an idle call processing position. If there is an idle call processing position, transfer the incoming call to the idle call processing position.

[0017] Assume that a call center has three call handling positions: call handling position 1, call handling position 2, and call handling position 3. Each call handling position has three states: talking state (i.e. the call handling position is not idle), busy state (i.e. the call handling position is not idle), and ready state (i.e. the call handling position is idle). The call handling position is in talking state when communicating with the customer over the phone; the call handling position is in busy state when the call handling position hangs up the phone and records the telephone communication situation; after the call handling position records the telephone communication situation, the call handling position needs to be manually switched from busy state to ready state.

[0018] After customer A calls the call center, the call response system of the call center will obtain the call from customer A. Then the call response system obtains the first call processing position, for example, the current first call processing position may be call processing position No. 2, and then determines whether there is an idle call processing position in the order of call processing position No. 2, call processing position No. 3, and call processing position No. 1. If call processing position No. 2 is idle, then the call from customer A is directly transferred to the idle call processing position No. 2. If call processing position No. 2 is not idle, then continue to determine whether call processing position No. 3 is idle. If call processing position No. 3 is idle, then transfer the call from customer A to the idle call processing position No. 3. If call processing position No. 3 is also not idle, then continue to determine whether call processing position No. 1 is idle. If call processing position No. 1 is idle, then transfer the call from customer A to the idle call processing position No. 1. If call handling position No. 1 is also not idle, then there is currently no idle call handling position.

[0019] Assume that next, customer B calls the call center, and the call response system of the call center will obtain the call from customer B. At this time, the call response system needs to obtain the first call processing position again. The current first call processing position may be call processing position No. 3, and then determine whether there is an idle call processing position in the order of call processing position No. 3, call processing position No. 1, and call processing position No. 2. Next, customer C calls the call center, and the call response system of the call center will obtain the call from customer C. At this time, the call response system continues to need to obtain the first call processing position. The current first call processing position may be call processing position No. 1, and then determine whether there is an idle call processing position in the order of call processing position No. 1, call processing position No. 2, and call processing position No. 3. In short, the current first call processing position may be the next call processing position of the previous first call processing position.

[0020] If the incoming call response system finds an idle incoming call processing position in step S2, the incoming call will be transferred to the corresponding incoming call processing position. During the incoming call transfer process, the following steps will be performed simultaneously.

[0021] When the incoming call is transferred to the call handling position, the incoming caller's phone number is matched with the main phone number on the customer list. When the main phone number in the customer list matches the incoming caller's phone number, the customer information corresponding to the main phone number is retrieved and displayed at the corresponding call handling position.

[0022] The call response system has customer information of each customer, and the customer information may include customer order information and customer interaction information. The call response system also has a customer list, and the customer list may include the customer's name and the customer's primary telephone number. The call response system can obtain the customer information of a customer through the primary telephone number of the customer.

[0023] For example, the customer list in this embodiment may include: customer A, 187XXXX6666; customer B, 150XXXX8888; customer C, 120XXXX9999. Customer A's customer information may include: order information A1, order information A2, order information A3. Customer B's customer information may include: order information B1, interaction information B1. Customer C's customer information may include: order information C1, interaction information C1, interaction information C2.

[0024] Assume that the incoming call number obtained in step S2 is 150XXXX8888, and it is determined that call processing position No. 1 is free, so the call is transferred to call processing position No. 1. At the same time, the call response system will match the incoming call number with the main phone number on the customer list. At this time, it can be matched that the main phone number of customer B is the same as the incoming call number, and then retrieve the customer information of customer B (i.e., order information B1, interaction information B1), and display the customer information of customer B on the computer display screen of call processing position No. 1.

[0025] Step S4. The incoming call is processed by the incoming call processing unit, and the interactive information of the incoming call is recorded after the call is completed, and the interactive information of the incoming call is stored in the customer information of the customer corresponding to the telephone number of the incoming call.

[0026] Going to step 2, when call handling position 1 receives the call from customer B and customer B's customer information, the staff at call handling position 1 can spend a few seconds to roughly browse customer B's customer information before answering the call. After answering the call, the staff at call handling position 1 can ask customer B about his intentions and provide corresponding help and answers to customer B directly through customer B's customer information. For example, customer B wants to know how to assemble the product in order information B1, then the staff at call handling position 1 will first look at the specific product in order information B1, and then tell customer B the specific assembly method of the product. If customer B feels that there is no problem after listening, the call ends; if customer B has other questions, continue to answer customer B until customer B has no other questions and hangs up the phone.

[0027] After the telephone conversation is over, the staff at call processing position 1 needs to record the interaction information of this call and store the interaction information in the customer information of customer B. At this time, the customer information of customer B becomes: order information B1, interaction information B1, interaction information B2.

[0028] After the staff at call processing position No. 1 finishes recording the interactive information of the incoming call, they manually switch the state of call processing position No. 1 from busy state to ready state, so that call processing position No. 1 can continue to handle the next incoming call.

[0029] The call response method of this embodiment can obtain the customer information of the customer through the caller's phone number after finding an idle call handling position, and directly display the customer information in the corresponding call handling position, so that after the call is connected with the customer, the call handling position does not need to inquire about the situation from the customer to obtain the customer information, but can directly provide the customer with corresponding help and answers through the customer information, thereby improving the work efficiency of call handling and improving customer satisfaction.

[0030] Furthermore, in the incoming call response method of this embodiment, step S2 further includes: Step S21. When there is no free call handling position, the incoming caller's phone number is recorded in the call return list in the order of the call time, and the customer is informed that a call return will be made when there is a free call handling position.

[0031] If the incoming call response system does not find an idle incoming call processing position in step S2, the current incoming call's phone number will be recorded in the callback list. Assume that the callback list already has the following data: 1.187XXXX2222; 2.150XXXX1111; 3.120XXXX5555. If the current incoming call's phone number is: 187XXXX3333, then add the phone number to the callback list, so that the data in the callback list becomes: 1.187XXXX2222; 2.150XXXX1111; 3.120XXXX5555; 4.187XXXX3333. The later the incoming call, the later its phone number is recorded in the callback list.

[0032] In addition, the customer will be informed through the voice of the telephone machine that there are no free call handling positions at the moment, and the customer will be called back immediately when there are free call handling positions later, hoping that the customer can understand. After that, the customer will be waited for to hang up the phone. If the customer still does not hang up the phone after a certain period of time, the call response system will automatically hang up the customer's phone.

[0033] Step S22: Obtain an idle incoming call processing bit, and lock the state of the incoming call processing bit.

[0034] When the caller list contains phone number data, the caller response system will continuously obtain the status of the caller handling position, for example, in the order of caller handling position No. 1, caller handling position No. 2, caller handling position No. 3, caller handling position No. 1, caller handling position No. 2, caller handling position No. 3, caller handling position No. 1, etc. Assume that when caller handling position No. 3 is found and found to be idle, the status of caller handling position No. 3 is immediately locked, so that the call cannot be transferred to caller handling position No. 3.

[0035] In addition, the return call obtaining an idle incoming call processing position and the incoming call obtaining an idle incoming call processing position can be performed simultaneously. For example, at a certain moment, the return call just finds the incoming call processing position No. 1, and the incoming call processing position No. 1 happens to be idle, so the return call finds the idle incoming call processing position No. 1. At this moment, the incoming call just finds the incoming call processing position No. 2, and the incoming call processing position No. 2 happens to be idle, so the incoming call finds the idle incoming call processing position No. 2.

[0036] Step S23: Get the first phone number in the callback list and call it back.

[0037] After a call processing position is locked in step S22, for example, the state of call processing position No. 1 is locked in this embodiment. The call response system will then obtain the first telephone number in the call back list, for example, the first telephone number in the call back list in this embodiment is: 187XXXX2222. Then the call response system will dial the telephone number, that is, call back the telephone number 187XXXX2222.

[0038] Step S24. When the customer answers the call back, the call back is transferred to the locked call processing position and the first phone number in the call back list is deleted; when the customer does not answer the call back, the locked call processing position is released and the first phone number in the call back list is deleted.

[0039] When the caller response system dials the callback number, if the customer answers the call, the call is immediately transferred to the caller processing position that has been locked, which is the caller processing position No. 1 in this embodiment, and then enters step S4. In addition, the caller response system will also delete the first phone number in the callback list. If there is still data in the callback list, the phone number originally in the second position will become the first phone number in the callback list; if there is no phone number data in the callback list, the callback list will be empty.

[0040] When the call response system dials the callback number (it can be dialed only once or multiple times in succession), if the customer does not answer the callback, the call is hung up, the locked call processing position is released, and the first phone number in the callback list is deleted.

[0041] In this embodiment, the telephone number in the callback list is added through step S21; when there is a telephone number in the callback list, an idle call processing position is obtained through step S22 to lock the status; when the idle call processing position is obtained, a call is made to the first telephone number in the callback list through step S23; if the call is connected, the telephone communication service is carried out normally, if the call is not connected, the locked call processing position is released, and the corresponding telephone number in the callback list is deleted through step S24.

[0042] The call response method of this embodiment does not leave the customer alone and ask the customer to continue calling later when the customer cannot get through to the call center. Instead, the customer is comforted first and the call is automatically called back when there is an available call handling position, which can effectively improve customer satisfaction.

[0043] Furthermore, in the incoming call response method of this embodiment, step S2 further includes: Step S25. When there is no primary telephone number in the customer list that matches the incoming caller's telephone number, the incoming caller's telephone number is matched with the associated telephone numbers on the customer list.

[0044] In addition to the customer's name and the customer's main phone number, the customer list of this embodiment may also include the customer's associated phone number, which may be the customer's own other phone number or the phone number of other persons related to the customer. A customer may have multiple associated phone numbers.

[0045] The associated phone number can be obtained in the following ways: 1. Obtain through interactive information: For example, customer D calls the call center through the phone number 120XXXX5555. The call response system matches the phone number 120XXXX5555 with the main phone number on the customer list, but does not find the relevant customer information. Therefore, the call processing staff can only manually search for customer information based on the key information provided by customer D, and find the customer information of customer A. Finally, the staff records the phone number 120XXXX5555 in the interactive information of customer A. At this time, the call response system will store the phone number 120XXXX5555 in the associated phone number of customer A in the customer list through the interactive information of customer A.

[0046] 2. Obtain through order information: For example, customer B places an order, and the recipient's contact number is 130XXXX7777, but the phone number 130XXXX7777 is not customer B's main phone number. At this time, the call response system will store the phone number 130XXXX7777 in the customer list's associated phone numbers through customer B's order information.

[0047] In step S25, when the caller response system matches the incoming caller's phone number with the primary phone number in the customer list and fails to match the primary phone number, it will continue to match the incoming caller's phone number with the associated phone numbers in the customer list.

[0048] Assume that the customer list includes customer A and its associated phone number 120XXXX5555; customer B and its associated phone numbers 130XXXX7777, 140XXXX8888; customer C and its associated phone number 180XXXX9999; customer D and its associated phone number 190XXXX1111.

[0049] Assume that the incoming call's phone number is 180XXXX9999. When 180XXXX9999 does not match the primary phone number in the customer list, the call response system continues to match the incoming call's phone number with the associated phone numbers in the customer list. When customer C is matched, since the incoming call's phone number 180XXXX9999 is the same as customer C's associated phone number 180XXXX9999, there is an associated phone number in the customer list that matches the incoming call's phone number.

[0050] Assume that the incoming call's phone number is 150XXXX2222. When 150XXXX2222 does not match the main phone number in the customer list, the call response system continues to match the incoming call's phone number with the associated phone numbers in the customer list. After all the associated phone numbers of all customers are matched, no related phone number is matched. At this time, there is no associated phone number in the customer list that matches the incoming call's phone number.

[0051] Step S26. When there is an associated phone number in the customer list that matches the incoming call phone number, retrieve the customer information corresponding to the associated phone number and send the customer information to the corresponding incoming call processing position for display.

[0052] If in step S25, the incoming caller's phone number matches the associated phone number on the customer list, for example, the incoming caller's phone number 180XXXX9999 matches the associated phone number 180XXXX9999 of customer C, then at this time, customer C's customer information (including customer C's order information and customer C's interaction information) is retrieved, and customer C's order information and customer C's interaction information are displayed on the computer display screen of the acquired idle incoming call processing position.

[0053] If in step S25, the incoming call's phone number does not match the associated phone number on the customer list, then the call processing staff can only manually search and find the corresponding customer information through the key information provided by the customer.

[0054] In the call response method of this embodiment, after finding an idle call handling position, if the customer information of the customer cannot be obtained through the main telephone number, the customer information of the customer is obtained through the associated telephone number, which makes it more likely that the call response system can directly obtain the customer information. After the call response system directly obtains the customer information, it can directly display the customer information in the corresponding call handling position, so that after the call of the customer is connected, the call handling position does not need to inquire about the situation of the customer to obtain the customer information, but can directly provide the customer with corresponding help and answers through the customer information, thereby improving the work efficiency of call handling and improving customer satisfaction.

[0055] Furthermore, in the incoming call response method of this embodiment, in step S4, recording the interactive information of the incoming call specifically includes: Step S41: Obtain the call recording, and obtain the interactive text information according to the call recording.

[0056] The staff of the call center will record the conversations with the customers during the phone calls, and this embodiment can convert the call recordings into text. The call response system of this embodiment can convert the recordings into text while recording. When a call processing position finishes the phone call with a customer, a copy of the interactive text information of the call recording will be obtained. The call response system can present the interactive text information in the form of a dialogue based on the difference in voice between the staff and the customer, and can distinguish the interactive text content between the staff and the customer by different colors.

[0057] Step S42: Set the interaction information tag.

[0058] When recording the interactive information of an incoming call, the call processing staff needs to set the interactive information label according to the telephone conversation. For example, the telephone conversation between the staff and the customer is as follows: Staff: How can I help you? Customer: I would like to ask when my order will be shipped.

[0059] Staff: Could you please tell me the order number? Customer: The order number is XX11111XX.

[0060] Staff: OK, I’ll check it for you.

[0061] Customer: OK.

[0062] Staff: Hello! In your order, because XX product is currently out of stock, it will be shipped a few days later. It can be shipped on Xth day of Xth month at the latest.

[0063] Customer: OK, got it, thank you.

[0064] Then, at this time, the staff can set interactive information label 1: order number; interactive information label 2: delivery time. When the staff sets the interactive information label, they only need to click the label setting button with the corresponding label name on the interactive information recording interface. When the staff clicks the label setting button named "Order Number", a label named "Order Number" will appear in the interactive information recording area, and an interactive content filling area will appear under the "Order Number" label. When the staff clicks the label setting button named "Delivery Time", a label named "Delivery Time" will appear in the interactive information recording area, and an interactive content filling area will appear under the "Delivery Time" label.

[0065] Step S43: Search the interactive text information for interactive content that matches the interactive information tag, and fill the found interactive content in the interactive content filling area corresponding to the interactive information tag.

[0066] When the staff has set all the interactive information labels, they can click the label setting completion button. After receiving the "label setting completion" message, the call response system will automatically search for interactive content that matches the interactive information label in the interactive text information, and automatically fill in the interactive content found in the interactive content filling area corresponding to the interactive information label.

[0067] For example, the call response system will automatically fill in the following content in the interactive content filling area corresponding to the "Order Number" label: "The order number is XX11111XX". The interactive content filling area corresponding to the "Shipping Time" label will automatically fill in the following content: "For your order, because XX product is currently out of stock, it will need to be shipped a few days later. It can be shipped on X month X day at the latest."

[0068] Step S44: Adjust the interactive content in the interactive content filling area.

[0069] Since the interactive content automatically filled in by the call response system may have redundant content or be too colloquial or contain typos, etc., the staff still needs to manually modify and adjust the interactive content.

[0070] For example, in this embodiment, the content in the interactive content filling area corresponding to the "Order Number" label is modified to "XX11111XX". The content in the interactive content filling area corresponding to the "Delivery Time" label is modified to "XX product is out of stock and can be shipped on X month X day at the latest". When making adjustments and modifications, you only need to delete redundant information or slightly change the text, which is very simple to operate.

[0071] Step S45: Determine that the recording of the interaction information is completed.

[0072] After step S44 is completed, the call processing staff only needs to press the "Interaction Information Recording Complete" button. At this time, the call response system will automatically add and store the newly generated interaction information to the customer information of the corresponding customer. When the corresponding customer calls next time, the interaction information can be directly viewed through the customer information of the customer.

[0073] The call response method of this embodiment can assist the staff in recording interaction information by converting recording into text, setting interaction information labels, automatically matching and filling in interaction content, etc. through the call response system, making the recording of interaction information more convenient and quick, thereby further improving the work efficiency of call processing and improving customer satisfaction.

[0074] Furthermore, the incoming call response method of this embodiment further includes: Step S61. After completing the recording of the interaction information, create a call waiting entry, and set the state of the call waiting entry to the first state, the call waiting entry including the main phone number and the call waiting item.

[0075] Some of the customer's needs can be handled immediately through the telephone communication, while some needs cannot be handled immediately through the telephone communication and need to be followed up. The existing technology also requires the staff at the call processing position to manually record the matters that need to be followed up, which is troublesome.

[0076] However, in this embodiment, it is only necessary to create pending items for incoming calls that need to be followed up. When creating pending items, it is only necessary to enter the customer's main phone number and the general situation of the pending items for the incoming calls to be followed up on the interface for creating pending items. For example, just enter the customer's main phone number: 187XXXX2222, and the pending items for the incoming calls: express delivery signature. Then press the "Entry Creation Completed" button, which is very easy to operate. The incoming call response system will automatically display the created items on the item processing interface. The display status of the newly created incoming call pending item on the item processing interface is the first status.

[0077] Step S62: Obtain customer information according to the main phone number of the incoming call pending item, and process the incoming call pending item according to the customer information. When the incoming call pending item is completed, set the state of the incoming call pending item to the second state.

[0078] In this embodiment, other staff (i.e., call item handlers) handle the call pending items. The call item handlers can see the call pending items on the item handling interface. If the state of the call pending item is the first state, the call item handlers need to handle it. When the item corresponding to a call pending item is handled, the call item handlers will change the state of the call pending item to the second state.

[0079] For example, there is an incoming call pending item on the matter processing interface: 187XXXX2222, express delivery signed, first status. After seeing the incoming call pending item, the call handling personnel will handle it because its status is the first status. The specific processing process is: first obtain the customer information through the main phone number: 187XXXX2222, and then check the interaction information through the customer information to find out that the situation "the logistics information of the express delivery shows that the customer has signed for it, but in fact the customer has not received the product" has occurred. Then the call handling personnel will verify with the express company and call the customer back to feedback the specific situation. When the matter processing of the incoming call pending item is completed, the call handling personnel will change the status of the incoming call pending item to the second status. The incoming call pending item with the status of the second status can be deleted later.

[0080] The incoming call response method of this embodiment can record the incoming call pending matters by creating incoming call pending items, making the recording operation of the incoming call pending matters simpler and more convenient, thereby improving the work efficiency of incoming call processing.

[0081] Embodiment 2: A call response system, such as Figure 2 As shown, it includes: an incoming call determination processing module, a customer information acquisition module and an incoming call processing recording module.

[0082] The call determination processing module is used to obtain the customer's call and determine whether there is an idle call processing position at present. When there is an idle call processing position, the call is transferred to the idle call processing position. The customer information acquisition module is used to match the incoming caller's phone number with the main phone number on the customer list while transferring the incoming call to the call processing position. When the main phone number in the customer list matches the incoming caller's phone number, the customer information of the customer corresponding to the main phone number is retrieved and the customer information is displayed in the corresponding call processing position. The call processing recording module is used to process the call through the call processing position, record the interactive information of the call after the call ends, and store the interactive information of the call in the customer information of the customer corresponding to the incoming caller's phone number.

[0083] The call response system of this embodiment can obtain the customer information of the customer through the caller's phone number after finding an idle call handling position, and directly display the customer information at the corresponding call handling position, so that after the call is connected with the customer, the call handling position does not need to inquire about the situation with the customer to obtain the customer information, but can directly provide the customer with corresponding help and answers through the customer information, thereby improving the work efficiency of call handling and improving customer satisfaction.

[0084] The incoming call determination processing module also includes: an incoming call recording unit, an incoming call point locking unit, a call back unit and a call back processing unit. The incoming call recording unit is used to record the incoming call's telephone number in the call back list in the order of the call time when there is no idle incoming call processing position, and inform the customer to call him back when there is an idle incoming call processing position. The incoming call point locking unit is used to obtain an idle incoming call processing position and lock the state of the incoming call processing position. The call back unit is used to obtain the telephone number that is ranked first in the call back list and call it back. The call back processing unit is used to transfer the call back to the call processing position with a locked state when the customer answers the call back, and delete the telephone number that is ranked first in the call back list; when the customer does not answer the call back, the call processing position with a locked state is released, and the telephone number that is ranked first in the call back list is deleted.

[0085] The customer information acquisition module also includes: an associated number matching unit and a customer information acquisition unit. The associated number matching unit is used to match the incoming caller's phone number with the associated phone number on the customer list when there is no primary phone number in the customer list that matches the incoming caller's phone number. The customer information acquisition unit is used to retrieve the customer information corresponding to the associated phone number when there is an associated phone number in the customer list that matches the incoming caller's phone number, and send the customer information to the corresponding incoming call processing position for display.

[0086] The call processing record module includes: an interactive text information acquisition unit, an interactive information label setting unit, an interactive text content filling unit, an interactive content adjustment unit and a record completion determination unit. The interactive text information acquisition unit is used to obtain the call recording and obtain the interactive text information according to the call recording. The interactive information label setting unit is used to set the interactive information label. The interactive text content filling unit is used to search for interactive content matching the interactive information label in the interactive text information, and fill the found interactive text content in the interactive content filling area corresponding to the interactive information label. The interactive content adjustment unit is used to adjust the interactive content in the interactive content filling area. The record completion determination unit is used to determine the completion of the recording of the interactive information.

[0087] The call response system includes: an item creation module and an item processing module. The item creation module is used to create an incoming call waiting item after completing the recording of the interactive information, and set the state of the incoming call waiting item to the first state, and the incoming call waiting item includes a main telephone number and an incoming call waiting item. The item processing module is used to obtain customer information according to the main telephone number of the incoming call waiting item, and process the incoming call waiting item according to the customer information. When the incoming call waiting item is completed, the state of the incoming call waiting item is set to the second state.

[0088] Although some embodiments of the present specification are shown in the drawings, it should be understood that the present specification can be implemented in various forms and should not be interpreted as being limited to the embodiments described herein. Instead, these embodiments are provided for a more thorough and complete understanding of the present specification. It should be understood that the drawings and embodiments of the present specification are only for exemplary purposes and are not intended to limit the scope of protection of the present specification.

Claims

1. A method for responding to an incoming call, characterized in that: include: Step S2. Obtain the customer's incoming call and determine whether there is an idle call processing position. If there is an idle call processing position, transfer the call to the idle call processing position; While transferring the incoming call to the incoming call processing position, matching the incoming caller's telephone number with the primary telephone number on the customer list, and when the primary telephone number in the customer list matches the incoming caller's telephone number, retrieving customer information of the customer corresponding to the primary telephone number, and displaying the customer information at the corresponding incoming call processing position; Step S4. Processing the incoming call through the call processing unit, and recording the interactive information of the incoming call after the call ends, and storing the interactive information of the incoming call in the customer information of the customer corresponding to the telephone number of the incoming call; The step S2 further comprises: Step S21. When there is no free call handling position, the telephone number of the incoming call is recorded in the call return list in the order of the call time, and the customer is informed that a call return will be made when there is a free call handling position; Step S22. Obtain an idle incoming call processing position, and lock the state of the incoming call processing position; Step S23. Obtain the first phone number in the call back list and call it back; Step S24. When the customer answers the call back, the call back is transferred to the state-locked call processing position, and the first phone number in the call back list is deleted; when the customer does not answer the call back, the state-locked call processing position is released, and the first phone number in the call back list is deleted.

2. The incoming call response method according to claim 1, characterized in that: The step S2 further comprises: Step S25. When there is no primary phone number in the customer list that matches the incoming caller's phone number, match the incoming caller's phone number with the associated phone number on the customer list; Step S26. When there is an associated telephone number in the customer list that matches the incoming call telephone number, retrieve the customer information corresponding to the associated telephone number and send the customer information to the corresponding incoming call processing position for display.

3. The incoming call response method according to claim 1, characterized in that: In step S4, recording the interactive information of the incoming call specifically includes: Step S41. Obtaining a call recording, and obtaining interactive text information according to the call recording; Step S42. Setting the interactive information tag; Step S43: searching the interactive text information for interactive content that matches the interactive information tag, and filling the found interactive text content in the interactive content filling area corresponding to the interactive information tag; Step S44. Adjust the interactive content of the interactive content filling area; Step S45: Determine that the recording of the interaction information is completed.

4. The incoming call response method according to claim 3, characterized in that: The incoming call response method further includes: Step S61. After completing the recording of the interaction information, create a call pending entry, and set the state of the call pending entry to the first state, wherein the call pending entry includes a main phone number and a call pending item; Step S62: Obtain customer information according to the main telephone number of the incoming call to be processed item, and process the incoming call to be processed item according to the customer information. When the incoming call to be processed item is completed, set the state of the incoming call to be processed item to the second state.

5. A call response system, characterized in that: include: The incoming call determination processing module is used to obtain the incoming call of the customer and determine whether there is an idle incoming call processing position at present. When there is an idle incoming call processing position, the incoming call is transferred to the idle incoming call processing position; A customer information acquisition module, for matching the incoming call's telephone number with a primary telephone number on a customer list while transferring the incoming call to the incoming call processing position; when the customer list contains a primary telephone number that matches the incoming call's telephone number, retrieving customer information of the customer corresponding to the primary telephone number, and displaying the customer information at the corresponding incoming call processing position; An incoming call processing and recording module, used for processing an incoming call through the incoming call processing unit, and recording the interactive information of the incoming call after the incoming call ends, and storing the interactive information of the incoming call in the customer information corresponding to the telephone number of the incoming call; The incoming call determination processing module also includes: A call recording unit, for recording the telephone number of the incoming call in a call return list in the order of the incoming call time when there is no idle call handling position, and informing the customer to call him back when there is an idle call handling position; An incoming call bit locking unit, used for acquiring an idle incoming call processing bit and locking the state of the incoming call processing bit; A call back unit, used for obtaining the first telephone number in the call back list and calling it back; The call back processing unit is used to transfer the call back to the state-locked call processing position and delete the first telephone number in the call back list when the customer answers the call back; when the customer does not answer the call back, release the state-locked call processing position and delete the first telephone number in the call back list.

6. The incoming call response system according to claim 5, characterized in that: The customer information acquisition module also includes: an associated number matching unit, for matching the incoming caller's phone number with an associated phone number on the customer list when there is no primary phone number on the customer list that matches the incoming caller's phone number; The customer information acquisition unit is used to retrieve the customer information corresponding to the associated telephone number when the associated telephone number in the customer list matches the telephone number of the incoming call, and send the customer information to the corresponding incoming call processing position for display.

7. The incoming call response system according to claim 5, characterized in that: The incoming call processing record module includes: An interactive text information acquisition unit, used to acquire a call recording, and acquire interactive text information according to the call recording; An interactive information label setting unit, used to set an interactive information label; An interactive text content filling unit, used to search the interactive text information for interactive content matching the interactive information tag, and fill the found interactive text content in an interactive content filling area corresponding to the interactive information tag; An interactive content adjustment unit, used to adjust the interactive content of the interactive content filling area; The recording completion determination unit is used to determine whether the recording of the interaction information is completed.

8. The incoming call response system according to claim 7, characterized in that: The incoming call response system comprises: An entry creation module, configured to create an incoming call pending entry after completing the recording of the interaction information, and set the state of the incoming call pending entry to a first state, wherein the incoming call pending entry includes a main telephone number and an incoming call pending item; The item processing module is used to obtain customer information according to the main telephone number of the incoming call to be processed item, and process the incoming call to be processed item according to the customer information. When the incoming call to be processed item is completed, the state of the incoming call to be processed item is set to the second state.

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