CN117057554A - Service work order distribution method and complaint proposal processing method - Google Patents
Service work order distribution method and complaint proposal processing method Download PDFInfo
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Abstract
Description
技术领域Technical field
本发明涉及业务办理技术领域，更具体的公开了业务工单分配方法及投诉建议处理方法。The invention relates to the technical field of business processing, and more specifically discloses a method for allocating business work orders and a method for handling complaints and suggestions.
背景技术Background technique
随着社会的发展，促进了各行业的快速发展，各行业的最终目的就是将商品或者服务对外销售，因此，业务是各行业的核心区块之一。各行业企业中，当有业务产生的时候，通常会随机的将该业务工单分配给该企业的业务人员，而由于一个企业中会存在大量的业务类型，因此，这就需要业务员需要掌握企业中所有的业务类型，并熟悉这些业务类型的操作流程，这就容易造成业务员的工作负担增大，并且由于需要熟悉所有的类型的业务流程，这就导致业务员对所有的业务类型均熟悉，但不精通，容易造成在处理业务工单的过程中，对业务工单的处理效率不高，并且由于不精通所有的业务处理流程，容易导致在处理业务工单的时候，出现处理出错的情况，给企业形象带来负面影响的同时，也会给办理业务的客户带来影响，不利于业务快速且高效的办理。With the development of society, the rapid development of various industries has been promoted. The ultimate goal of each industry is to sell goods or services to external parties. Therefore, business is one of the core blocks of each industry. In enterprises in various industries, when business is generated, the business work order is usually randomly assigned to the business personnel of the enterprise. Since there will be a large number of business types in an enterprise, this requires the salesperson to master All business types in the enterprise and being familiar with the operating processes of these business types will easily increase the workload of salesmen, and because they need to be familiar with all types of business processes, this will cause salesmen to be familiar with all business types. Being familiar with but not proficient in it can easily lead to inefficient processing of business work orders, and not being proficient in all business processing procedures can easily lead to processing errors when processing business work orders. This situation will not only have a negative impact on the corporate image, but will also have an impact on the customers handling business, which is not conducive to the rapid and efficient handling of business.
发明内容Contents of the invention
本发明主要解决的技术问题是提供业务工单分配方法及投诉建议处理方法，能够解决业务员不精通所有的业务流程，容易导致业务办理效率不高，同时容易在处理业务的过程中，处理出现偏差的问题。The main technical problem solved by this invention is to provide a method for allocating business work orders and a method for handling complaints and suggestions, which can solve the problem that salespeople are not proficient in all business processes, which easily leads to low business processing efficiency, and at the same time, it is easy for processing problems to occur in the process of processing business. The problem of deviation.
为解决上述技术问题，根据本发明的一个方面，更具体的说是业务工单分配方法，包括以下步骤：In order to solve the above technical problems, according to one aspect of the present invention, more specifically, a business work order allocation method includes the following steps:
S1、获取每个业务员办结的所有业务数据，并对这些办结的业务数据进行分类处理；S1. Obtain all business data completed by each salesperson, and classify and process these completed business data;
S2、对所有办结业务分类处理完毕后，再获取每类业务中每条业务的评价信息数据；S2. After classifying and processing all completed business, obtain the evaluation information data of each business in each type of business;
S3、对每类办结业务进行综合评价分析，从而初步判断当前业务员适合处理哪一类型的业务；S3. Conduct a comprehensive evaluation and analysis of each type of closing business to initially determine which type of business the current salesperson is suitable to handle;
S4、对初步判断出的当前业务员适合处理业务类型进行进一步的分析，从而判断当前业务员具体适合处理哪一类型的业务；S4. Conduct further analysis on the initially determined business types that the current salesperson is suitable to handle, so as to determine which type of business the current salesperson is suitable to handle;
S5、对新的业务工单进行获取，并对其进行解析，判断新的业务工单为哪一类型的业务，并将该业务工单自动分配给最适合处理该类型业务的业务员。S5. Obtain the new business work order, analyze it, determine what type of business the new business work order is, and automatically assign the business work order to the salesperson most suitable for handling this type of business.
更进一步的，所述S1中，对所有业务员办结的业务进行分类处理完毕后，将所有的分类结果进行整合，从而得出当前运营商能够处理的所有业务类型。Furthermore, in S1, after all the services handled by the salesperson are classified and processed, all the classification results are integrated to obtain all the service types that the current operator can handle.
更进一步的，所述S3具体为：先获取每类业务中的所有办结的业务数据，同时将每个办结业务的评价数据与每条办结业务数据关联在一起，再根据每类业务的综合好评比例初步判断当前业务员适合处理的业务类型，其中，每类业务的综合好评比例计算如下：Furthermore, the specific S3 is: first obtain all completed business data in each type of business, and at the same time associate the evaluation data of each completed business with each completed business data, and then according to each type of business The comprehensive favorable rating ratio of the current salesperson is used to initially judge the type of business that the current salesperson is suitable to handle. Among them, the comprehensive favorable rating ratio of each type of business is calculated as follows:
其中，HPB为好评比例，HP为好评业务，n为每类业务，为每类业务下好评的数量，ZS为每类业务下办结的业务总数；Among them, HPB is the proportion of positive reviews, HP is the positive review business, n is each type of business, is the number of positive reviews for each type of business, and ZS is the total number of businesses completed under each type of business;
若HPB≥50％，则判断当前业务员适合处理该类型的业务，反之则判断当前业务员不适合处理该类型的业务。If HPB ≥ 50%, it is judged that the current salesperson is suitable for handling this type of business; otherwise, it is judged that the current salesperson is not suitable for handling this type of business.
更进一步的，所述S3中，如果初步判断当前业务员适合处理的类型类型仅有一种，则不进行S4中的操作，如果判断当前业务员没有适合处理的业务类型，则不进行S4和S5中的操作，并对该业务员进行综合业务培训后，再进行业务处理工作，经过一段时间的业务处理后，再通过S1-S4，判断当前业务员适合处理哪一类型的业务。Furthermore, in S3, if it is initially judged that there is only one type of business that the current salesperson is suitable to handle, then the operation in S4 will not be performed. If it is judged that the current salesperson has no business type that is suitable for processing, S4 and S5 will not be performed. After a period of business processing, S1-S4 is used to determine which type of business the current salesperson is suitable to handle.
更进一步的，所述S4具体为：从初步判断适合业务员的每一类业务中获取每类业务中每个业务的办结时间，以及每类业务中高难度业务量，并结合每类业务的综合办结时间和高难度业务量来具体分析当前业务员更加适合哪一类型的业务，其分析处理过程为：Furthermore, the specific S4 is: obtaining the processing time of each business in each type of business from the preliminary judgment of each type of business suitable for the salesperson, as well as the high-difficulty business volume in each type of business, and combining the results of each type of business Comprehensive processing time and difficult business volume are used to specifically analyze which type of business the current salesperson is more suitable for. The analysis and processing process is:
其中，i为每个办结的的业务，t为办结业务的办结时间S为每类业务的总量，qt为每个业务的理论办结时间，Y为预设定的阈值，n为高难度业务，L为每个类型业务，为每类业务中高难度业务出现的频次；Among them, i is the business completed for each business, t is the processing time of the business, S is the total amount of each type of business, q t is the theoretical processing time of each business, Y is the preset threshold, n is the high-difficulty business, L is each type of business, It is the frequency of occurrence of high-difficulty business in each type of business;
若，(1)式满足条件，(2)式不满足条件，或者(1)、(2)式均满足条件，则进一步判断当前业务员更加适合处理当前类型的业务；反之，则进一步判断当前业务员不适合处理当前类型的业务。If formula (1) satisfies the conditions, formula (2) does not satisfy the conditions, or both formulas (1) and (2) satisfy the conditions, then it will be further judged that the current salesperson is more suitable for handling the current type of business; otherwise, it will be further judged that the current salesperson is more suitable for handling the current type of business; otherwise, it will be further judged that the current salesperson The salesperson is not suitable for handling the current type of business.
更进一步的，所述S5具体为：获取新业务工单的描述文档，并通过TextRank算法对文档中的关键词进行提取，将提取出来的关键词与运营商所有的处理业务类型进行对比，并判断哪一个关键词落入到所有的处理类型中的，并将该关键词作为当前的业务类型，并将该新的业务工单自动分配给最适合处理该类型业务的业务员。Furthermore, the S5 is specifically: obtain the description document of the new business work order, extract the keywords in the document through the TextRank algorithm, compare the extracted keywords with all the operator's processing business types, and Determine which keyword falls into all processing types, use this keyword as the current business type, and automatically assign the new business work order to the salesperson most suitable for handling this type of business.
根据本发明的另外一个方面，提供投诉建议处理方法，包括以下步骤：According to another aspect of the present invention, a complaint suggestion handling method is provided, including the following steps:
S1、获取受到投诉建议的业务信息，以及办理该业务的业务员信息；S1. Obtain the business information subject to complaints and suggestions, as well as the information of the salesperson handling the business;
S2、对业务信息进行分析处理，判断该业务类型是否适合该业务员处理业务的类型；S2. Analyze and process the business information to determine whether the business type is suitable for the type of business handled by the salesperson;
S3、若受到投诉建议的业务是适合该业务员处理的业务类型，则获取该业务的办理进度信息，并分析该业务是否办理结束；S3. If the business subject to the complaint and suggestion is a business type suitable for the salesperson to handle, obtain the processing progress information of the business and analyze whether the business has been completed;
S4、若分析出收到投诉建议的业务办理结束，则获取办理过程中业务员与客户之间的语音对话数据、办理该业务的办结时间以及办结该业务的理论时间，并进行综合分析处理，从而判断该业务员是否存在违规操作；S4. If it is analyzed that the business processing for which complaints and suggestions have been received has been completed, the voice conversation data between the salesperson and the customer during the processing process, the processing time of the business, and the theoretical time for processing the business will be obtained, and a comprehensive analysis will be conducted. processing to determine whether the salesperson has violated regulations;
S5、若分析出在办理该业务的过程中，出现违规操作，则将该投诉建议记录在该业务员的年度综合考量表中，并在后续加强对该业务员对当前类型业务的培训，反之则不计入年度综合考量表中。S5. If it is analyzed that illegal operations occurred during the process of handling the business, the complaint and suggestion will be recorded in the salesperson’s annual comprehensive evaluation form, and the salesperson’s training on the current type of business will be strengthened in the future. Otherwise, the salesperson’s training will be strengthened. It will not be included in the annual comprehensive evaluation table.
更进一步的，所述S4中，若分析出收到投诉建议的业务没有办理结束，则不会获取办理过程中业务员与客户之间的语音对话数据、办理该业务的办结时间以及办结该业务的理论时间，并进行综合分析处理，从而直接判断当前业务员存在违规操作。Furthermore, in the above-mentioned S4, if it is analyzed that the business for which complaints and suggestions have been received has not been completed, the voice conversation data between the salesperson and the customer during the handling process, the settlement time and settlement time of the business will not be obtained. The theoretical time of the business is analyzed and processed comprehensively to directly determine whether the current salesperson has violated regulations.
更进一步的，所述S4中，当分析出收到投诉建议的业务办理结束，并结合业务员与客户之间的语音数据、办结时间和理论办结时间，进行综合分析的具体过程为：将业务员与客户之间的语音数据分为多个时间段的语音数据，并从多个时间段的语音数据中提取出业务员的声音大小、声调大小数据，同时获取该业务的办结时间和理论办结时间数据，并通过下式进行综合分析：Furthermore, in the above-mentioned S4, when it is analyzed that the business processing for which complaints and suggestions are received is completed, and combined with the voice data between the salesperson and the customer, the settlement time and the theoretical settlement time, the specific process of comprehensive analysis is as follows: Divide the voice data between the salesperson and the customer into voice data of multiple time periods, extract the salesperson's voice volume and tone data from the voice data of multiple time periods, and obtain the business settlement time at the same time and theoretical settlement time data, and conduct a comprehensive analysis through the following formula:
其中，ti为时间段，Lt为时间段量，dB为每一时段的声音大小，SD为每一时段的声调大小，Ys为预设的声音阈值，BJt为业务办结时间，qt为业务理论办结时间，Yt为预设的时间阈值；Among them, t i is the time period, L t is the time period, dB is the sound level in each period, SD is the tone level in each period, Y s is the preset sound threshold, BJ t is the business settlement time, q t is the theoretical business settlement time, Y t is the preset time threshold;
若，(1)、(2)式均成立，或(1)式成立、(2)式不成立，或(1)式不成立、(2)式成立，则判断业务员出现违规操作，反之，当(1)、(2)式均不成立，则判断业务员不存在违规操作。If both equations (1) and (2) are true, or if (1) is true but (2) is not true, or if (1) is not true but (2) is true, it will be judged that the salesperson has operated illegally. Otherwise, when If neither (1) nor (2) holds true, it is judged that the salesperson did not operate illegally.
更进一步的，所述方法该包括S6、若收到投诉建议的业务类型与当前业务员处理业务的类型不符，且经过以上操作判断分析出业务办理结束且业务员没有存在违规操作，则将该投诉建议暂计入到该业务员的业务办理记录表中，不计入年度综合考量表中，并在后续加强业务员对该类型业务的培训，反之，即使该业务类型与当前业务员处理业务的类型不符，依旧会将该投诉建议计入到业务员的年度综合考量表中。Furthermore, the method should include S6. If the business type of the complaint and suggestion received does not match the type of business currently handled by the salesperson, and after the above operation judgment and analysis, it is found that the business processing is completed and the salesperson has not performed any illegal operations, then the business will be processed. Complaints and suggestions will be temporarily included in the salesperson's business processing record form and will not be included in the annual comprehensive evaluation form. The salesperson's training for this type of business will be strengthened in the future. On the contrary, even if the business type is different from the current salesperson handling business If the type does not match, the complaint and suggestion will still be included in the salesperson's annual comprehensive evaluation form.
本发明业务工单分配方法及投诉建议处理方法的有益效果为：通过对所有业务员办结的业务进行处理分析，从而可以分析判断出来每个业务员最适合处理业务的类型，当接收到新的业务工单的时候，分析判断出新的业务工单的业务类型，并该业务工单自动分配给最适合处理该类型业务的业务员，这样可以使业务办理的效率更高，并且在办理的过程中，不容易出现办理错误的情况，不仅能够使办理客户更加的满意，而且能够间接的提高企业的形象。另外，当办理的业务被投诉建议后，分析判断业务员在办理的过程中，是否出现违规操作，若出现违规操作，则将投诉建议记录在业务员的年度综合考量表中，反之，则不计入年度综合考量表中，避免恶意的投诉建议给业务员的工作积极性造成较大影响的情况，同时也避免恶意的投诉建议给企业形象带来不良影响的情况。The beneficial effects of the business work order allocation method and the complaint suggestion handling method of the present invention are: by processing and analyzing the business handled by all salesmen, the type of business that each salesman is most suitable for processing can be analyzed and judged. When receiving a new When receiving a business work order, the business type of the new business work order is analyzed and judged, and the business work order is automatically assigned to the salesperson who is most suitable for handling this type of business. This can make the business processing more efficient, and the business work order can be processed more efficiently. In the process, handling errors are less likely to occur, which not only makes handling customers more satisfied, but also indirectly improves the image of the company. In addition, when complaints and suggestions are received about the business being handled, we will analyze and determine whether the salesperson has performed any illegal operations during the handling process. If any illegal operations have occurred, the complaints and suggestions will be recorded in the salesperson's annual comprehensive evaluation form. Otherwise, no violations will be made. It is included in the annual comprehensive evaluation form to avoid the situation where malicious complaints and suggestions have a great impact on the work enthusiasm of the sales staff, and at the same time, it also avoids the situation where malicious complaints and suggestions have a negative impact on the corporate image.
附图说明Description of the drawings
下面结合附图和具体实施方法对本发明做进一步详细的说明。The present invention will be described in further detail below in conjunction with the accompanying drawings and specific implementation methods.
图1为业务工单分配方法流程图；Figure 1 is a flow chart of the business work order allocation method;
图2为投诉建议处理方法流程图。Figure 2 is a flow chart of the complaint handling method.
具体实施方式Detailed ways
下文中将参考附图并结合实施例来详细说明本发明。需要说明的是，在不冲突的情况下，本申请中的实施例及实施例中的特征可以相互组合。The present invention will be described in detail below with reference to the accompanying drawings and embodiments. It should be noted that, as long as there is no conflict, the embodiments and features in the embodiments of this application can be combined with each other.
实施例一Embodiment 1
根据本发明的一个方面，如图1所示，提供了业务工单分配方法，包括以下步骤：According to one aspect of the present invention, as shown in Figure 1, a business work order allocation method is provided, including the following steps:
第一步、获取每个业务员办结的所有业务数据，并对这些办结的业务数据进行分类处理。对所有业务员办结的业务进行分类处理完毕后，将所有的分类结果进行整合，从而得出当前运营商能够处理的所有业务类型。例如，该该企业中存在，“套餐办理”、“套餐变更”、“金额充值”、“查询”等类型的业务。The first step is to obtain all business data completed by each salesperson, and classify and process these completed business data. After classifying the business handled by all salesmen, all the classification results are integrated to obtain all the business types that the current operator can handle. For example, there are types of businesses in this enterprise, such as "package processing", "package change", "amount recharge", and "query".
第二步、对所有办结业务分类处理完毕后，再获取每类业务中每条业务的评价信息数据。The second step is to obtain the evaluation information data of each business in each type of business after classifying and processing all completed business.
第三步、对每类办结业务进行综合评价分析，从而初步判断当前业务员适合处理哪一类型的业务。具体如下：先获取每类业务中的所有办结的业务数据，同时将每个办结业务的评价数据与每条办结业务数据关联在一起，再根据每类业务的综合好评比例初步判断当前业务员适合处理的业务类型，其中，每类业务的综合好评比例计算如下：The third step is to conduct a comprehensive evaluation and analysis of each type of closing business to initially determine which type of business the current salesperson is suitable to handle. The details are as follows: first obtain all completed business data in each type of business, and at the same time associate the evaluation data of each completed business with each completed business data, and then make a preliminary judgment based on the comprehensive praise ratio of each type of business. The type of business that a salesperson is suitable to handle, among which the comprehensive praise ratio of each type of business is calculated as follows:
其中，HPB为好评比例，HP为好评业务，n为每类业务，为每类业务下好评的数量，ZS为每类业务下办结的业务总数；Among them, HPB is the proportion of positive reviews, HP is the positive review business, n is each type of business, is the number of positive reviews for each type of business, and ZS is the total number of businesses completed under each type of business;
若HPB≥50％，则判断当前业务员适合处理该类型的业务，反之则判断当前业务员不适合处理该类型的业务。If HPB ≥ 50%, it is judged that the current salesperson is suitable for handling this type of business; otherwise, it is judged that the current salesperson is not suitable for handling this type of business.
第四步、对初步判断出的当前业务员适合处理业务类型进行进一步的分析，从而判断当前业务员具体适合处理哪一类型的业务。具体为：例如，初步判断出“A”、“B”两种业务适合当前业务员进行处理，再从“A”、“B”两种业务的每一类业务中获取每类业务中每个业务的办结时间，以及每类业务中高难度业务量，并结合每类业务的综合办结时间和高难度业务量来具体分析当前业务员更加适合哪一类型的业务，其分析处理过程为：The fourth step is to conduct further analysis on the initially determined business types that the current salesperson is suitable for handling, so as to determine which type of business the current salesperson is specifically suitable for handling. Specifically: for example, it is initially judged that the two businesses "A" and "B" are suitable for the current salesperson to process, and then each type of business in each type of business is obtained from the two businesses "A" and "B". The processing time of the business and the high-difficulty business volume of each type of business are combined with the comprehensive processing time and high-difficulty business volume of each type of business to specifically analyze which type of business the current salesperson is more suitable for. The analysis and processing process is:
其中，i为每个办结的的业务，t为办结业务的办结时间S为每类业务的总量，qt为每个业务的理论办结时间，Y为预设定的阈值，n为高难度业务，L为每个类型业务，为每类业务中高难度业务出现的频次；Among them, i is the business completed for each business, t is the processing time of the business, S is the total amount of each type of business, q t is the theoretical processing time of each business, Y is the preset threshold, n is the high-difficulty business, L is each type of business, It is the frequency of occurrence of high-difficulty business in each type of business;
若，(1)式满足条件，(2)式不满足条件，或者(1)、(2)式均满足条件，则进一步判断当前业务员更加适合处理当前类型的业务；反之，则进一步判断当前业务员不适合处理当前类型的业务。If formula (1) satisfies the conditions, formula (2) does not satisfy the conditions, or both formulas (1) and (2) satisfy the conditions, then it will be further judged that the current salesperson is more suitable for handling the current type of business; otherwise, it will be further judged that the current salesperson is more suitable for handling the current type of business; otherwise, it will be further judged that the current salesperson The salesperson is not suitable for handling the current type of business.
第五步、对新的业务工单进行获取，并对其进行解析，判断新的业务工单为哪一类型的业务，并将该业务工单自动分配给最适合处理该类型业务的业务员即可。具体为：获取新业务工单的描述文档，并通过TextRank算法对文档中的关键词进行提取，将提取出来的关键词与运营商所有的处理业务类型进行对比，并判断哪一个关键词落入到所有的处理类型中的，并将该关键词作为当前的业务类型，并将该新的业务工单自动分配给最适合处理该类型业务的业务员。例如，新的业务工单提取出来的关键词为：“A”、“E”、“F”；运营商所有的处理业务类型有：“A”、“B”、“C”、“D”；关键词“A”落入到业务业务类型“A”中，因此将关键词“A”作为新的业务工单的类型，并将其自动分配给最适合处理该类型业务的业务员。The fifth step is to obtain the new business work order, analyze it, determine what type of business the new business work order is, and automatically assign the business work order to the salesperson most suitable for handling that type of business. That’s it. Specifically: obtain the description document of the new business work order, extract the keywords in the document through the TextRank algorithm, compare the extracted keywords with all the operator's processing business types, and determine which keyword falls into to all processing types, and use this keyword as the current business type, and automatically assign the new business work order to the salesperson most suitable for processing this type of business. For example, the keywords extracted from the new business work order are: "A", "E", and "F"; all the operator's processing business types are: "A", "B", "C", and "D" ;The keyword "A" falls into the business type "A", so the keyword "A" is used as the type of the new business work order, and it is automatically assigned to the salesperson most suitable for handling this type of business.
实施例二Embodiment 2
根据本发明的另一个方面，如图2所示，提供了投诉建议处理方法，包括以下步骤：According to another aspect of the present invention, as shown in Figure 2, a complaint suggestion handling method is provided, including the following steps:
第一步、获取受到投诉建议的业务信息，以及办理该业务的业务员信息。The first step is to obtain the business information that has received complaints and suggestions, as well as the information of the salesperson handling the business.
第二步、对业务信息进行分析处理，判断该业务类型是否是适合该业务员处理业务的类型。The second step is to analyze and process the business information to determine whether the business type is suitable for the salesperson to handle the business.
第三步、若受到投诉建议的业务是适合该业务员处理的业务类型，则获取该业务的办理进度信息，并分析该业务是否办理结束。Step 3: If the business subject to the complaint and suggestion is a business type suitable for the salesperson to handle, obtain the processing progress information of the business and analyze whether the business has been completed.
第四步、若分析出收到投诉建议的业务办理结束，则获取办理过程中业务员与客户之间的语音对话数据、办理该业务的办结时间以及办结该业务的理论时间，并进行综合分析处理，从而判断该业务员是否存在违规操作。具体为：将业务员与客户之间的语音数据分为多个时间段的语音数据，并从多个时间段的语音数据中提取出业务员的声音大小、声调大小数据，同时获取该业务的办结时间和理论办结时间数据，并通过下式进行综合分析：Step 4: If it is analyzed that the business processing for which complaints and suggestions have been received has been completed, the voice conversation data between the salesperson and the customer during the processing process, the processing time of the business, and the theoretical time for processing the business are obtained, and the Comprehensive analysis and processing to determine whether the salesperson has violated regulations. Specifically: the voice data between the salesperson and the customer is divided into voice data of multiple time periods, and the salesperson's voice volume and tone size data are extracted from the voice data of multiple time periods, and the business information is obtained at the same time. The processing time and theoretical processing time data are analyzed comprehensively through the following formula:
其中，ti为时间段，Lt为时间段量，dB为每一时段的声音大小，SD为每一时段的声调大小，Ys为预设的声音阈值，BJt为业务办结时间，qt为业务理论办结时间，Yt为预设的时间阈值；Among them, t i is the time period, L t is the time period, dB is the sound level in each period, SD is the tone level in each period, Y s is the preset sound threshold, BJ t is the business settlement time, q t is the theoretical business settlement time, Y t is the preset time threshold;
若，(1)、(2)式均成立，或(1)式成立、(2)式不成立，或(1)式不成立、(2)式成立，则判断业务员出现违规操作，反之，当(1)、(2)式均不成立，则判断业务员不存在违规操作。If both equations (1) and (2) are true, or if (1) is true but (2) is not true, or if (1) is not true but (2) is true, it will be judged that the salesperson has operated illegally. Otherwise, when If neither (1) nor (2) holds true, it is judged that the salesperson did not operate illegally.
若分析出收到投诉建议的业务没有办理结束，则不会获取办理过程中业务员与客户之间的语音对话数据、办理该业务的办结时间以及办结该业务的理论时间，并进行综合分析处理，从而直接判断当前业务员存在违规操作。If it is analyzed that the business for which complaints and suggestions have been received has not been completed, the voice conversation data between the salesperson and the customer during the handling process, the settlement time of the business, and the theoretical time for handling the business will not be obtained, and comprehensive Analyze and process to directly determine whether the current salesperson has violated regulations.
第五步、若分析出在办理该业务的过程中，出现违规操作，则将该投诉建议记录在该业务员的年度综合考量表中，并在后续加强对该业务员对当前类型业务的培训，反之则不计入年度综合考量表中。Step 5: If it is analyzed that illegal operations occurred during the process of handling the business, the complaint and suggestion will be recorded in the salesperson’s annual comprehensive evaluation form, and the salesperson’s training on the current type of business will be strengthened in the future. , otherwise it will not be included in the annual comprehensive evaluation table.
第六步、若收到投诉建议的业务类型与当前业务员处理业务的类型不符，且经过以上操作判断分析出业务办理结束且业务员没有存在违规操作，则将该投诉建议暂计入到该业务员的业务办理记录表中，不计入年度综合考量表中，并在后续加强业务员对该类型业务的培训，反之，即使该业务类型与当前业务员处理业务的类型不符，依旧会将该投诉建议计入到业务员的年度综合考量表中。Step 6: If the business type of the complaint and suggestion received does not match the type of business currently handled by the salesperson, and after the above operation judgment and analysis, it is found that the business processing has been completed and the salesperson has not engaged in illegal operations, the complaint and suggestion will be temporarily included in the The salesperson's business processing record form will not be included in the annual comprehensive evaluation form, and the salesperson's training for this type of business will be strengthened in the future. On the contrary, even if the business type does not match the type of business currently handled by the salesperson, it will still be included. The complaint is recommended to be included in the salesperson's annual comprehensive evaluation form.
当然，上述说明并非对本发明的限制，本发明也不仅限于上述举例，本技术领域的普通技术人员在本发明的实质范围内所做出的变化、改型、添加或替换，也属于本发明的保护范围。Of course, the above description does not limit the present invention, and the present invention is not limited to the above examples. Changes, modifications, additions or substitutions made by those of ordinary skill in the art within the essential scope of the present invention also belong to the present invention. protected range.
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