CN114785892A - System and method for automatic call distribution for call center - Google Patents

Abstract

The invention discloses a system and method for automatic call distribution for a call center, comprising a call access module, a call control module, a business function module and a database. module, agent management module and customer management module. The system for automatic call distribution in the present invention has a wide range of applications and high operating efficiency. The system uses the queuing according to the importance of customers who enter the system to select manual services, thus avoiding important customers due to waiting in front of customers. The phenomenon of more users and longer waiting time improves work efficiency. At the same time, adopting this strategy can balance the customer waiting time and the importance of customers. The longer the waiting time and the higher the importance of customers, the higher the queue. , to give priority to receiving the services of system agents, improve work efficiency, and avoid the unbalanced workload of some agents.

Description

System and method for automatic call distribution for call center

technical field

The invention relates to the technical field of accounting appliances, in particular to a system and method for automatic call distribution for a call center.

Background technique

The call center system mainly adopts CTI technology, which is computer telephony integration technology. The purpose of CTI technology in the early stage of development is to integrate computer application technology into the telephone system of telecommunications, so that the telecommunications system has the ability to automatically identify information such as telephone command signaling. and processing operations, and then establish the connection of the voice channel, and then the customer will listen to the information such as the pre-set recording files in the system. The phone using CTI technology in the call center system is called a computer phone, which means that it is managed by a computer. Telephony includes operations such as making and answering calls, and directs calls to the correct location to establish a connection.

In the process of using the existing call center system, when the agent responds to the needs of the access user, it needs to manually switch between the business system and the call center system frequently, which is cumbersome to operate, which leads to the problem of low efficiency of the call center. Therefore, we propose a system and method for automatic call distribution for call centers.

SUMMARY OF THE INVENTION

The purpose of the present invention is to provide a system and method for automatic call distribution for call centers, so as to solve the problem that in the process of using the existing call center system proposed in the above background technology, when the agent responds to the needs of the access user, it needs to be in the service Frequent manual switching between the system and the call center system is cumbersome to operate, which leads to the problem of low efficiency of the call center.

In order to achieve the above purpose, the present invention provides the following technical solutions: a system and method for automatic call distribution for call centers, including a call access module, a call control module, a business function module and a database, and the business function module includes: a hotline department. module, information department module, system management module, seat management module and customer management module.

Preferably, the call access module is used for acquiring call requests, and queuing assignments to customers' calls according to a customer queuing formula. The customer queuing formula is: y=t1*jb+t2*Time, where y is The priority of customer call queuing, that is, the order of queuing, jb represents the importance of the customer, Time represents the waiting time for the customer to call after entering the call center, t1 represents the importance factor of the customer, the initial value is 0.6, the importance factor is also The system can set the corresponding value for it according to the demand, t2 represents the coefficient of the customer waiting time, the default value is 0.4, this value can also be set by the system, for the customer queuing formula, the customer's call is calculated by this formula Afterwards, the larger the y value, the more the customer is at the front of the waiting queue. Whenever a new call comes in the system, the corresponding y value will be calculated according to the customer queuing formula, and then the calculated y value will be compared with those already in the waiting queue. The y value of the customer is compared until a reasonable position of the y value is found. At this time, the customer is inserted into this position of the waiting queue to complete the queuing of the customer.

Preferably, the call control module uses AsteriskNOW to configure the call center's environment and agent data, manage call records, logs and other information, and most importantly, control the call center's working status to ensure calls normal operation of the center.

Preferably, the hotline module is used by the agent to provide services for customers who choose manual services, and is mainly responsible for functions such as making and answering calls, managing work orders, and querying information, and checking customers according to the time of incoming calls and the time of ending calls. The time when the call center receives the service and the time when the service agent ends the call to arrange the next call for the agent.

Preferably, the information department module is used to guarantee the knowledge information base for the system, and provide a strong basis for customer consultation and answering puzzles when the agent performs manual services. The business information is stored in the database, and the business information is classified at the same time. , in order to achieve faster information query, at the same time, it can also provide knowledge information query basis for automatic voice response, and provide a strong guarantee for customers to use non-human services.

Preferably, the system management module is mainly responsible for the administrator's management of system roles, adding and modifying rights, management of transaction statistics, and management of logs.

Preferably, the agent module is used for the status of the agent and the operations that the agent can perform. The operations that the agent can perform include calling out, answering, hanging up, and consulting, and the agent status includes check-in, Checkout, Idle, Busy, Call Handling.

Preferably, the customer management sub-module is used for the customer administrator to summarize and manage the basic information, business consultation and historical records of the customer according to the information collected by the agent. The category of consultation classifies customers in order to serve customers more efficiently. If a customer maliciously disrupts the normal operation of the system for more than three times, the customer will be blacklisted at this time, and the blacklisted customers will not be allowed. The service will be provided by the call center again. The database adopts cloud database to further organize the results of system analysis to form the final computer model. The database mainly includes employee table, agent representative, customer, blacklist, work order table, Call records, traffic and knowledge information table.

A method for automatic call distribution in a call center, comprising the following steps:

S1. The customer enters the system and selects the manual service;

S2. The call access module obtains customer information through the database, and inquires whether the customer has a call record;

S3. When the customer in S2 has no incoming call record, the call access module sets the customer's importance level to "0", and performs queuing through the calculation of the customer queuing priority formula;

S4. When the customer in S2 has an incoming call record, the call access module queries the customer's importance level through the database, and performs queuing through the calculation of the customer queuing priority formula;

S5. The call control module detects whether the number of customers is equal to the number of seats;

S6. When the number of customers and the number of seats in S5 are equal, the call control module arranges the number of customers and the number of seats through the seat arrangement algorithm, and answers the incoming call;

S7. When the number of customers and the number of seats in S5 are not equal, check whether the number of customers is greater than the number of seats. When the number of customers is greater than the number of seats, answer the customer's calls according to the customer's queuing order. When the number of customers is less than the number of seats, the number of customers Arrange with the number of seats to answer customer calls.

Preferably, the seat arrangement algorithm in S6 is used for when a customer enters the system to select manual service, the system will check whether the database has a call record through the customer's current phone number, if the query result is that the customer has a call record, Then check the agent who served the customer last time through the last work order information of the customer, and then check whether the agent is in an idle state through the information of the work order. If it is idle, add the agent directly to the newly created agent. On the information of the work order handler of the work order, the agent will answer the customer's call; if the agent is in a non-idle state, this situation is similar to the situation that the customer has no call record, and the method of the customer without call record can be adopted. If there is no incoming call record, the system will call to check the agent with the least number of calls, and then connect the agent with the customer to complete the queuing of the agent.

Compared with the prior art, the beneficial effects of the present invention are:

The system for automatic call distribution in the present invention has a wide range of applications and high operating efficiency. The system uses queuing according to the importance of customers who enter the system and select manual services, thus avoiding important customers due to waiting in front of customers. The phenomenon of more users and longer waiting time improves work efficiency. At the same time, adopting this strategy can balance the customer waiting time and the importance of customers. The longer the waiting time and the higher the importance of customers, the higher the queue. , to receive the service of the system agent first, which improves the work efficiency. When the agent queues up to answer the customer's call, the system adopts the strategy of combining the longest idle average time of the agent and the customer's last service to queue up, so that each agent can be queued. The workload of the agents is relatively average, and the situation where some agents have a large workload and some agents have a small workload can be avoided.

Description of drawings

Fig. 1 is the working flow chart of the present invention.

Detailed ways

The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only a part of the embodiments of the present invention, but not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of the present invention.

Please refer to Fig. 1, the present invention provides a kind of technical scheme:

A system for automatic call distribution for a call center, comprising a call access module, a call control module, a business function module and a database, wherein the business function module includes: a hotline department module, an information department module, a system management module, an agent management module and a database. Customer Management Module.

In the present invention, the call access module is used for acquiring call requests, and queuing and assigning customers' calls according to the customer queuing formula. The customer queuing formula is: y=t1*jb+t2*Time, where y The priority of queuing for customer calls, that is, the order of queuing, jb represents the importance of the customer, Time represents the waiting time for the customer to call after entering the call center, t1 represents the importance coefficient of the customer, the initial value is 0.6, the importance coefficient The system can also set the corresponding value for it according to the demand, t2 represents the coefficient of the customer waiting time, the default value is 0.4, this value can also be set by the system, for the customer queuing formula, the customer's call goes through the formula of the formula. After calculation, a larger y value indicates that the customer is at the front of the waiting queue. Whenever a new call enters the system, the corresponding y value will be calculated according to the customer queuing formula, and then the calculated y value will be compared with that already in the waiting queue. The y value of the customer is compared until a reasonable position of the y value is found. At this time, the customer is inserted into this position of the waiting queue, and the queuing of the customer is completed.

In the present invention, the AsteriskNOW used by the call control module is used to configure the environment of the call center and data such as seats, and to manage information such as call records and logs. The most important thing is to control the working state of the call center to ensure that normal operation of the call center.

In the present invention, the hotline module is used by the agent to provide services for customers who choose manual services, and is mainly responsible for functions such as making and answering calls, managing work orders, and querying information. The time when the customer receives service in the call center and the time when the service agent ends the call to arrange the next call for the agent.

In the present invention, the information department module is used to provide the guarantee of the knowledge information base for the system, and to provide a strong basis for customer consultation and answering puzzles when the agent performs manual service. The business information is stored in the database, and the business information is stored in the database. Classification, in order to achieve faster information query, at the same time, it can also provide knowledge information query basis for automatic voice response, and provide a strong guarantee for customers to use non-manual services.

In the present invention, the system management module is mainly responsible for the administrator's management of system roles, adding and modifying authority, management of transaction statistics, and management of logs.

In the present invention, the agent module is used for the status of the agent and the operations that the agent can perform. The operations that the agent can perform include calling out, answering, hanging up, and consulting, and the agent's status includes signing in. , Checkout, Idle, Busy, Call Handling.

In the present invention, the customer management sub-module is used for the customer administrator to summarize the information collected by the agent and manage the customer's basic information, business consulting and historical records, etc. The category of business consulting classifies customers in order to serve customers more efficiently. If a customer maliciously disrupts the normal work of the system for more than three times, the customer will be blacklisted, and the blacklisted customer will be It will no longer be serviced by the call center. The database uses a cloud database to further organize the results of system analysis to form the final computer model. The database mainly includes employee tables, agent representatives, customers, blacklists, and work order tables. , call records, traffic and knowledge information table.

A method for automatic call distribution in a call center, comprising the following steps:

S1. The customer enters the system and selects the manual service;

S2. The call access module obtains customer information through the database, and inquires whether the customer has a call record;

S3. When the customer in S2 has no incoming call record, the call access module sets the customer's importance level to "0", and performs queuing through the calculation of the customer queuing priority formula;

S4. When the customer in S2 has an incoming call record, the call access module queries the customer's importance level through the database, and performs queuing through the calculation of the customer queuing priority formula;

S5. The call control module detects whether the number of customers is equal to the number of seats;

S6. When the number of customers and the number of seats in S5 are equal, the call control module arranges the number of customers and the number of seats through the seat arrangement algorithm, and answers the incoming call;

S7. When the number of customers in S5 is not equal to the number of seats, check whether the number of customers is greater than the number of seats. When the number of customers is greater than the number of seats, answer the calls from customers according to the order of the customers queuing. When the number of customers is less than the number of seats, the number of customers is Arrange with the number of seats to answer customer calls.

In the present invention, the seat arrangement algorithm in S6 is used for when a customer enters the system to select manual service, the system will check whether the database has a call record through the customer's current phone number, if the query result is that the customer has a call record , then check the customer's last service agent through the customer's last work order information, and then check whether the agent is in an idle state through the work order information, and if it is in an idle state, directly add the agent to the new On the information of the work order handler of the created work order, the agent will answer the customer's call; if the agent is in a non-idle state, this situation is similar to the situation that the customer has no call record, and the method that the customer has no call record can be used. If the customer has no incoming call records, the system will call to check the agent with the least number of calls, and then connect the agent with the customer to complete the queuing of the agent.

To sum up: the system for automatic call distribution in the present invention has a wide range of applications and high operating efficiency. The system uses the queuing according to the importance of customers who enter the system to select manual services, thus avoiding the need for important services. The phenomenon that customers wait for a long time due to more users waiting in front improves work efficiency. At the same time, adopting this strategy can balance the waiting time of customers and the importance of customers. The longer the waiting time and the higher the importance of customers, the more important Queue at the front of the queue and receive the services of the system agent first. The system uses the strategy of combining the longest average idle time of the agent with the customer's last service when the agent queues up to answer the customer's call, so that each agent can be queued. The workload of the agents is relatively average, and the situation where some agents have a large workload and some agents have a small workload can be avoided.

It should be noted that, in this document, relational terms such as first and second are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any relationship between these entities or operations. any such actual relationship or sequence exists. Moreover, the terms "comprising", "comprising" or any other variation thereof are intended to encompass a non-exclusive inclusion such that a process, method, article or device that includes a list of elements includes not only those elements, but also includes not explicitly listed or other elements inherent to such a process, method, article or apparatus.

Although embodiments of the present invention have been shown and described, it will be understood by those skilled in the art that various changes, modifications, and substitutions can be made in these embodiments without departing from the principle and spirit of the invention and modifications, the scope of the invention is defined by the appended claims and their equivalents.

Claims (10)

1. A system for automatically distributing calls for a call center is characterized by comprising a call access module, a call control module, a service function module and a database, wherein the service function module comprises: the system comprises a hot wire part module, an information part module, a system management module, an agent management module and a customer management module.

2. The system of claim 1, wherein the call access module is configured to obtain the call request, and queue and distribute the call of the customer according to a customer queuing formula, and the customer queuing formula is: y is t1 jb + t2 Time, where y is the priority of the customer call queue, i.e. indicates the order of the queue, jb indicates the importance of the customer, Time indicates the Time of the call waiting after the customer enters the call center, t1 indicates the importance coefficient of the customer, the initial value is 0.6, the importance coefficient can also be set by the system according to the requirement, t2 indicates the coefficient of the customer waiting Time, the default value is 0.4, this value can also be set by the system, for the formula of customer queue, after the customer call is calculated by the formula, the larger the y value indicates that the customer is in front of the waiting queue, whenever a new call enters the system, the corresponding y value is calculated according to the customer queuing formula, then the calculated y value is compared with the y value of the customer already in the queue, until a reasonable position of the y value is found, the customer is inserted into this waiting queue, queuing of the client is completed.

3. The system of claim 1, wherein the AsteriskNOW module is used to configure data such as environment and agents of the call center and manage information such as call records and logs, and most importantly, to control the operating status of the call center to ensure the normal operation of the call center.

4. The system for automatically distributing calls for a call center according to claim 1, wherein the hotlining module is used for a representative of an agent to service a customer who selects manual service, and is mainly responsible for functions of dialing and answering a call, managing a worksheet, inquiring information and the like, and the next call is arranged for the representative of the agent according to the call access time and the call ending time by checking the time when the customer receives service at the call center and the time when the representative of the agent serving the customer finishes the call.

5. The system of claim 1, wherein the information module is configured to provide a knowledge information base for the system, so as to provide a powerful basis for customer consultation and confusion during manual service of agent representatives, store the service information in the database, and classify the service information to realize faster information query, and provide a knowledge information query basis for automatic voice response, so as to provide a powerful guarantee for customers to adopt non-manual service.

6. The system of claim 1, wherein the system management module is mainly used for managing system roles, adding modification authority, managing traffic statistics and managing logs by an administrator.

7. The system according to claim 1, wherein the agent module is used for the status of agent representatives and the operations that the agent representatives can perform, the operations that the agent representatives can perform include calling, answering, hanging up, consulting, and the status of the agent includes checking in, checking out, setting free, setting busy, and call processing.

8. The system of claim 1, wherein the customer management submodule is used for the customer administrator to collect the information collected by the agent representatives and manage the basic data, business consultation and history records of the customers, and classify the customers according to the basic data or business consultation categories of the customers so as to more efficiently serve the customers, if the customers maliciously disturb the normal operation of the system and exceed three times, the customers are blacklisted, the blacklisted customers are no longer served by the call center, the database adopts a cloud database for further sorting the system analysis results to form a final computer model, and the database mainly comprises an employee table, the agent representatives, the customers, a blacklist, a data base, a service data base, and a service data base The system comprises a work order table, an incoming call record, telephone traffic and a knowledge information table.

9. A method for automatically allocating calls for a call center, comprising the steps of:

s1, enabling the client to enter the system and selecting manual service;

s2, the call access module acquires the customer information through the database and inquires whether the customer has the incoming record;

s3, when the client has no incoming record in S2, the call access module sets the importance level of the client to be 0, and the client queues according to the calculation of the client queuing priority formula;

s4, when the client has the incoming record in S2, the call access module inquires the importance level of the client through the database and carries out queuing through calculation of a client queuing priority formula;

s5, the call control module detects whether the number of the clients is equal to the number of the seats;

s6, when the number of the clients is equal to the number of the seats in the S5, the call control module arranges the number of the clients and the number of the seats through a seat arrangement algorithm to answer the incoming call;

and S7, when the number of the clients is not equal to the number of the seats in the S5, detecting whether the number of the clients is larger than the number of the seats, answering the incoming calls of the clients according to the queuing sequence of the clients when the number of the clients is larger than the number of the seats, and when the number of the clients is smaller than the number of the seats, arranging the number of the clients and the number of the seats and answering the incoming calls of the clients.

10. The method according to claim 9, wherein the agent arrangement algorithm in S6 is used for checking whether the database has an incoming record through the current phone number of the customer after the customer enters the system to select manual service, and if the result of the inquiry is that the customer has an incoming record, checking whether the customer has an agent representative who serves the customer last time through the last work order information of the customer, and then checking whether the agent representative is in an idle state through the information of the work order, and if the agent is in the idle state, directly adding the agent to the information of the work order handler of the newly established work order, and answering the customer' S incoming call with the agent; if the seat is in a non-idle state, the condition is similar to the condition that the customer does not have the incoming call record, a method that the customer does not have the incoming call record can be adopted, and for the condition that the customer does not have the incoming call record, the system calls and checks the seat representative with the minimum number of times of answering the call, then the seat representative is connected with the customer through a speech path, and the queuing of the seat representative is completed.

Images