CN101005540A - Method for realizing sitting service level evaluation of calling center service - Google Patents
Method for realizing sitting service level evaluation of calling center service Download PDFInfo
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Abstract
The method comprises: the key words are saved in the call control server; classifying the key words according to its registered key word; user logs on the calling center service system through registration server, and enquiries the key word; according to the key word enquired by user, the call guiding server selects the call control server where the key word locates at; the user initiates a call to the call control server, and builds a direct communication connection with the operator. After completing the session between user and operator, user evaluates the service level of operator; the evaluation information is fed back to the website of the calling center after making statistics by statistics server.
Description
Technical Field
The invention relates to a call center service method, in particular to a method for evaluating the service level of a seat in a call center service system which searches for service through keywords, belonging to the technical field of Computer Telecommunication Integration (CTI).
Background
The call center is an intelligent information service system which integrates information collection and compilation, knowledge extraction and automatic circulation based on CTI technology. It makes the telephone network and computer network combine together seamlessly, and makes unified monitoring and processing for voice stream and data stream. The user can automatically complete work such as information query, self-service transaction and the like with the help of an automatic voice response system (IVR) as long as the user dials through a service hot line number. On the other hand, it can also be connected to a manual seat table, and the service personnel can solve the problems and accept the services, and can provide personalized weekly arrival services according to the historical data of the user.
Currently, call centers have evolved from centralized to distributed. However, both centralized and distributed call centers require significant hardware and software investment to implement. This is very disadvantageous for large middle and small enterprises. For example, for many online stores opened by individuals, it is impractical to use existing call centers to provide subscriber services. In practice, people often use network chat software such as QQ, MSN, etc. to solve the problem, but this approach has great limitations. For example, the existing chat software QQ and MSN have communication modes that people are found first and then the chat subject is selected. Chat cannot be performed without knowing the QQ or MSN account of the relevant person. In addition, although the internet forums represented by the electronic Bulletin Boards (BBS) are subject-based, they lack real-time performance. Chat room software can be made subject and real-time based, but generally takes a one-to-many service model and is store-and-forward and cannot be implemented on a large scale at low cost.
The inventor provides a call center service method based on keyword search through research, the method is realized based on a call center service system comprising a website server, a database server, a seat, a call control server, a login server, a call guide server, a data acquisition server, a user feedback server and a communication cooperation server, and the main technical steps are as follows: setting key words and storing the key words in the call control server; classifying the seats according to the registered keywords of the seats; the user inquires the keywords, and the call guide server determines a corresponding call control server according to the keywords inquired by the user; the user calls the call control server, and the call control server associates the user with the seat corresponding to the keyword; and the user establishes communication with the seat through the communication cooperation server.
In the technical scheme, the problem of evaluation of the user on the seat service level is not involved. Therefore, the service level indexes of the agent, such as the calling times, the response rate, the one-time problem solving rate, the interactive satisfaction degree and the like, are hidden for the user. Only the administrator of the system has access to this data. This is disadvantageous for a large number of users, as they cannot easily find the most pragmatic and cost-effective service provider (i.e. the agent of the call centre) for the user.
Disclosure of Invention
The invention aims to provide a novel call center service method aiming at the limitation of the existing call center service method. The method can sequence the seats according to the evaluation of the user on the service level of the seats, thereby providing a reference for the user to select the seats.
In order to achieve the purpose, the invention adopts the following technical scheme:
a call center service method for realizing agent service level evaluation stores keywords in a call control server, and classifies agents according to the keywords; the user inquires the keywords, the call guiding server determines the call control server where the keywords are located according to the keywords inquired by the user, the user calls the call control server, and establishes direct communication with the seat through the communication cooperation server, and the call guiding server is characterized in that:
and after the communication between the user and the seat is finished, evaluating the service level of the seat, wherein the evaluation information is counted by a statistic evaluation server.
Wherein,
and the user feeds back the evaluation on the seat service level through the user feedback server.
The evaluation information is stored in a database together with call ID, service seat, call start/end time, keywords called by the user, and user satisfaction information.
And after the evaluation information is counted by the statistical evaluation server, the obtained service level index is displayed through the WEB service provided by the website server.
After the user selects the keywords, the website server displays the seats capable of providing the keyword service and the service level indexes of the seats in the provided WEB service, and the user selects the corresponding seats to provide the service.
The call center service method for realizing the seat service level evaluation can enable the user to accurately acquire the information related to the seat before communicating with the seat, thereby acquiring the service which meets the self requirement. By adopting the method, the agent as a service provider can also provide real-time service quality supervision, thereby being beneficial to further improving the service level of the whole call center service system.
Drawings
The invention is further described with reference to the following figures and detailed description.
Fig. 1 is a schematic diagram of the overall architecture of a keyword search based call center service system.
FIG. 2 is a schematic diagram of a real-time processing subsystem for implementing user rating real-time feedback.
Fig. 3 is a sequence diagram of a user call keyword agent finding process.
Fig. 4 is a timing diagram illustrating the user scoring the seating through the user feedback server after the call is completed.
Fig. 5 is a sequence diagram illustrating a call center service system publishing user rating information in real time.
Detailed Description
The call center service method of the invention is realized based on the call center service system shown in fig. 1. The call center service system comprises a website server, a database server, a login server, a call guide server, a call control server (ACD), a data acquisition server, a user feedback server, a communication cooperation server and the like.
The website server provides website services for realizing the functions of registration of users, management of operators, management of administrators, management of users, seat management and the like.
The login server is responsible for receiving login requests of users/seats, verifying the identity of the users, storing IP/Port (network address/Port) information of the users and confirming the network types of the users.
The keyword query work is completed by the website server. The website server provides Web service on one hand, and publishes related keyword information on a webpage for a user to select, and also provides keyword query service on the other hand. After the user logs in successfully, the user can send a message for inquiring the keywords to the website server, and the website server carries out related database inquiry operation and returns the result to the user.
The data acquisition server is independently arranged and is specially used for carrying out related data operation of a monitoring/report form, and the monitoring is mainly used for providing the current seat state to an operator; the report includes: the seat state table and the user call record table comprise transfer information. The data acquisition server is also responsible for account transfer operations.
The call control server (ACD) sends a seat state change message to the data acquisition server and attaches the information of the served user.
With the call center service system, the communication subject (namely the keyword) needs to be determined firstly, then the communication subject is provided for the users interested in the subject, and meanwhile, the users are provided with the service providers capable of providing the subject service. The server acts as an agent in the present system. Thus, the user and the server are associated under the same keyword and are contacted through the call control server. Under the same keyword, a plurality of service providers can serve the user at the same time. Once connected, the server and the user are one-to-one services. And when the number of the service providers is less than that of the users on the online subject, the users are queued in the queuing machine to wait to be served according to the service mode of the call center.
In the service process, in order to effectively monitor the service quality of the seat, after the user finishes the conversation with the seat, the user can evaluate the service level of the seat. The evaluation can be divided into four criteria of very satisfactory, general and poor. And the user can timely evaluate the service seat after each call is finished. The user may also log into a website for detailed service complaints.
The user feedback server is responsible for receiving feedback information sent by the user terminal. The feedback information comprises a call ID, a service seat, conversation starting/ending time, keywords called by a user, user satisfaction degree and the like, and can be further expanded.
FIG. 2 is a schematic diagram of a real-time processing subsystem for implementing user rating real-time feedback. The subsystem comprises a call control server (ACD), a user feedback server, a data acquisition server and a statistical evaluation server.
As shown in fig. 2, the call control server is connected to the call data collection server, and the call data collection server is connected to the statistical evaluation server, which is connected to the database. The user side feeds back the evaluation of the seat service level to the call center service system through the user feedback server, and the evaluation content enters the database together with information such as call ID, service seat, conversation starting/ending time, keywords called by the user, user satisfaction and the like. And meanwhile, counting and evaluating are carried out by a counting and evaluating server. In addition, the service level indicators of each service provider in the database can be placed in a website associated with the call center service system so that the user can obtain the relevant information before using the system.
The call data acquisition server acquires the number of calls and the user calls connected in unit time from the call control server. Every call request sent from the user terminal is recorded as a call, and call volume data in the previous period is sent to the database and the statistical evaluation server at intervals. The call control server also records the number of times the keyword call is made by the server in the same period of time. These data are sent on the one hand to a database and on the other hand to a statistical evaluation server for calculating criteria such as the number of calls, which can be recorded in the database with varying degrees of accuracy, the response rate, which is the ratio of the number of connections per unit time to the call volume (response rate: number of connections/call volume), or other criteria that need to be calculated.
After the call is finished, the user provides investigation feedback of whether the problem is solved and the interactive satisfaction degree to the user feedback server. The data submitted by the user is transmitted to a statistical evaluation server for calculation, the one-time problem resolution is the ratio of the number of times of solving the problem once to the number of times of connecting the problem once in the last time interval (the one-time problem resolution is the number of times of solving the problem once/the number of times of connecting the problem once), and the total interactive satisfaction is accumulated and counted according to the evaluation standard (very satisfactory, common and poor) of the corresponding keyword, and then is stored in a database.
Based on the user evaluation result, the statistical evaluation server can generate the service level index of each service provider and display the service level index to the user through the Web service provided by the website server. After the user selects the keyword-based service, the service level indexes of the service providers which can provide the keyword service are displayed at the same time, and the service level indexes comprise: call times, response rates, one-time problem resolution, interactive satisfaction, and rates.
The service level indicators mentioned above have the following specific meanings:
the calling times are as follows: a call received within a certain period of time.
Response rate: the ratio of the service provider's calls made to the user per unit time.
Primary problem solving rate: the service provider solves the rate of user problems at once.
Interactive satisfaction degree: overall evaluation of the service provider by the user. Filled in by the user after the call is completed.
Rate: the service provider charges a fee per unit of time.
The user can sort according to the preference of the user through one of the indexes, so that the service provider more suitable for the user is selected.
A further description of the call center service process described above is developed below.
As shown in fig. 3, after the user selects a keyword, a call is initiated to the guidance server. The key information in the boot server is updated in real time by the system maintenance program. And after a keyword request of the user comes, judging the ACD server where the keyword is positioned, and returning the result to the user. And after obtaining the information of the ACD server where the keyword is located, the user calls the ACD server. The ACD server is also updated with information in real time by the system maintenance program. The information includes keywords and the department to which the keywords belong, and current online and offline seat information. When a user's keyword calls in, the ACD server queues the user's call in the queue of called keywords in the corresponding department (because there may be other user calls in the queue that are queuing). And if the corresponding idle seat exists, the user is transferred to be connected with the idle seat. If not, the user waits in the queuing machine. After the user is assigned a service agent, the user establishes a P2P (point-to-point) connection with the agent through the communication collaboration server. The data acquisition server stores the calling records of the user and the seat so as to facilitate the inquiry and charging of the user, the seat and the service provider.
As shown in fig. 4, after the user has finished talking with the agent, the service of the agent can be evaluated. The evaluation can be divided into four criteria of very satisfactory, general and poor. Therefore, the client program can be made into four buttons for the user to click. In addition, a percentile evaluation system may be used.
Fig. 5 is a sequence diagram illustrating a call center service system publishing user rating information in real time. This process includes several steps as follows:
1. the Call control server pushes the Call data to a Call collection server (Call Info Msg);
2. a User uploads feedback information (User FB Msg);
3. the call Data and the user feedback Data are stored in a database (Data Update);
4. the Data is used for calculating other indexes and is transmitted into a statistical evaluation server (Call Data, UserData);
5. storing the calculation result into a database (called Data);
6. the website application accesses the database and requests an Update (Update Req);
7. returning the Update Data, the web page is updated (Update Data).
In order to ensure the safe and reliable connection between the user/seat and the call center, the communication between the servers can adopt TCP short connection in the invention. And the communication between the user and each server can only adopt UDP protocol (user datagram protocol). This is because the signaling messages between the user and the server/server and server are mostly not allowed to be lost, and therefore must be realized by reliable UDP protocol transmission.
While the invention has been described with respect to specific embodiments thereof, it will be appreciated by those skilled in the art that changes and modifications may be made thereto without departing from the spirit of the invention, and it is intended that the appended claims cover such changes and modifications.
Claims (5)
1. A call center service method for realizing agent service level evaluation stores keywords in a call control server, and classifies agents according to the keywords; the user inquires the keywords, the call guiding server determines the call control server where the keywords are located according to the keywords inquired by the user, the user calls the call control server, and establishes direct communication with the seat through the communication cooperation server, and the call guiding server is characterized in that:
and after the communication between the user and the seat is finished, evaluating the service level of the seat, wherein the evaluation information is counted by a statistic evaluation server.
2. The call center service method of claim 1 for implementing agent service level evaluation, wherein:
and the user feeds back the evaluation on the seat service level through the user feedback server.
3. The call center service method of claim 1 for implementing agent service level evaluation, wherein:
the evaluation information is stored in a database together with call ID, service seat, call start/end time, keywords called by the user, and user satisfaction information.
4. The call center service method of claim 1 for implementing agent service level evaluation, wherein:
and after the evaluation information is counted by the statistical evaluation server, the obtained service level index is displayed through the WEB service provided by the website server.
5. The call center service method of claim 1 for implementing agent service level evaluation, wherein:
after the user selects the keywords, the website server displays the seats capable of providing the keyword service and the service level indexes of the seats in the provided WEB service, and the user selects the corresponding seats to provide the service.
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