CN103873707A - Incoming call reason recording method and call center seat system - Google Patents
Incoming call reason recording method and call center seat system Download PDFInfo
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- CN103873707A CN103873707A CN201210530075.1A CN201210530075A CN103873707A CN 103873707 A CN103873707 A CN 103873707A CN 201210530075 A CN201210530075 A CN 201210530075A CN 103873707 A CN103873707 A CN 103873707A
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Abstract
The invention relates to an incoming call reason recording method and a call center seat system. The method comprises: when a user calls a service hotline of a telecom operator, the call center seat system records an ICR selection track of the user; after a telephone operator gets through the user, the call center seat system records a business operation sequence according an interactive process of the telephone operator and the user; the call center seat system inquires an incoming call reason relation comparison table according the IVR selection track and the business operation sequence, and obtains corresponding incoming call reason information; and the call center seat system forms an incoming reason list of a conversation of this time according to the incoming call reason information. The call center seat system in the invention can prevent mistaken selection or missing selection caused by memory of the telephone operator, thereby lightening searching load and memory load of the telephone operator; and the call center seat system can provide demonstration of the incoming call reason list, thereby facilitating modification and confirmation of the incoming call reason list by the telephone operator, and accurately storing incoming call reasons involved by the conversation of this time.
Description
Technical field
The present invention relates to the communications field, relate in particular to the reason recording method of a kind of incoming call and call center's Operator Position System.
Background technology
Fully under way along with telecom operators' all business operation, the product of telecom operators is more and more, and the service quality that user requires is also more and more higher.Take the customer service hotline of telecom operators as example, user can dial customer service hotline and operator carries out business consultation or business is complained, if can realize so the accurate location of user of incoming call reason, Ze Huishi telecom operators can realize the analysis to user behavior, and improve according to this self service quality.
In the time that at present operator finishes traffic, Operator Position System can eject an incoming call reason tree, operator according to before with the content of user interactions, need to lean on brain memory on incoming call reason tree, to select this user's incoming call reason.In general, this incoming call reason tree is very huge, and one-level node may reach more than 400, and two-level node may reach six, 700, even if adopt some advanced search techniques, also can bring serious retrieval burden to operator.In addition, if several different traffic issues have been accused in client Shen in a traffic, need operator to select multiple incoming call reasons in huge incoming call reason tree, this also obviously can bring serious memory burden to operator, and then the mistakes and omissions problem of the reason record that may cause sending a telegram here, the accurate location that is difficult to realize user of incoming call reason.
Summary of the invention
The object of the invention is to propose the reason recording method of a kind of incoming call and call center's Operator Position System, can improve operator's incoming call reason writing speed and accuracy.
For achieving the above object, the invention provides the recording method of a kind of incoming call reason, comprising:
In the time that user calls out the service hotline phone of telecom operators, call center's Operator Position System records described user's interactive voice response (Interactive Voice Response is called for short IVR) and selects track;
Connect after described user operator, described call center Operator Position System is according to described operator and described user's the reciprocal process record traffic sequence of operation;
Described call center Operator Position System is selected track and the described business operation sequence inquiry incoming call causa relation table of comparisons according to described interactive voice response, obtains corresponding incoming call cause information;
Described call center Operator Position System forms the incoming call reason list of this call according to described incoming call cause information.
Further, after described call center Operator Position System forms the incoming call reason list of this call according to described incoming call cause information, also comprise:
Described call center Operator Position System is shown the incoming call reason list of described this call on display interface, in the time of the confirmation instruction that receives described operator, preserves the incoming call reason list of described this call.
Further, in the described incoming call causa relation table of comparisons, record interactive voice response and select track and incoming call reason corresponding to business operation sequence difference.
Further, after the operation of the incoming call reason list of described this call being shown on display interface at described call center Operator Position System, also comprise: described call center Operator Position System receives the incoming call reason tree query request of described operator's input, on display interface, show described incoming call reason tree, and receive selection instruction and the added instruction of described operator to the reason of sending a telegram here in described incoming call reason tree, the incoming call reason list of described this call is modified.
Further, after the operation of the incoming call reason list of described this call being shown on display interface at described call center Operator Position System, also comprise: described call center Operator Position System receives the keyword fuzzy query request of described operator's input, on display interface, show the incoming call reason result inquiring, and receive selection instruction and the added instruction of described operator to the reason of sending a telegram here in the described incoming call reason result inquiring, the incoming call reason list of described this call is modified.
Further, after the operation of the incoming call reason list of described this call being shown on display interface at described call center Operator Position System, also comprise: described call center Operator Position System receives the delete instruction of described operator to the incoming call reason in the incoming call reason list of described this call, and the incoming call reason list of described this call is modified.
For achieving the above object, the invention provides a kind of call center Operator Position System, comprising:
IVR track record module, when call out the service hotline phone of telecom operators user, records described user's interactive voice response and selects track;
Sequence of operation logging modle, for connecting operator after described user, according to described operator and described user's the reciprocal process record traffic sequence of operation;
Table of comparisons enquiry module, for select track and the described business operation sequence inquiry incoming call causa relation table of comparisons according to described interactive voice response, obtains corresponding incoming call cause information;
Reason list forms module, for form the incoming call reason list of this call according to described incoming call cause information.
Further, also comprise:
Reason list display module, for showing the incoming call reason list of described this call on display interface;
Module is preserved in reason list, for when the confirmation instruction that receives described operator, preserves the incoming call reason list of described this call.
Further, in the described incoming call causa relation table of comparisons, record interactive voice response and select track and incoming call reason corresponding to business operation sequence difference.
Further, also comprise:
Reason tree query module for receiving the incoming call reason tree query request of described operator's input, shows described incoming call reason tree on display interface;
The first reason is appended module, for receiving described operator, described incoming call reason is set selection instruction and the added instruction of the reason of sending a telegram here, and the incoming call reason list of described this call is modified.
Further, also comprise:
Keyword query module for receiving the keyword fuzzy query request of described operator's input, shows the incoming call reason result inquiring on display interface;
The second reason is appended module, for receiving described operator to the described incoming call reason result inquiring send a telegram here selection instruction and the added instruction of reason, the incoming call reason list of described this call is modified.
Further, also comprise: reason removing module, for receiving the delete instruction of incoming call reason of the incoming call reason list of described operator to described this call, the incoming call reason list of described this call is modified.
Based on technique scheme, call center of the present invention Operator Position System selects track and business operation sequence to inquire about corresponding incoming call cause information by the user's of record IVR, and formation incoming call reason list, thereby facilitate the record of operator to incoming call reason, mistake choosing or the leakage choosing of avoiding operator memoriter to cause, alleviate operator's retrieval burden and memory burden; Call center's Operator Position System can provide the displaying of incoming call reason list, so that modification and the confirmation of operator to the list of incoming call reason, thereby preserve accurately the incoming call reason that this converses involved.
Accompanying drawing explanation
Accompanying drawing described herein is used to provide a further understanding of the present invention, forms the application's a part, and schematic description and description of the present invention is used for explaining the present invention, does not form inappropriate limitation of the present invention.In the accompanying drawings:
Fig. 1 is the send a telegram here schematic flow sheet of an embodiment of reason recording method of the present invention.
Fig. 2 is the send a telegram here schematic flow sheet of another embodiment of reason recording method of the present invention.
Fig. 3 is the structural representation of an embodiment of call center of the present invention Operator Position System.
Fig. 4 is the structural representation of another embodiment of call center of the present invention Operator Position System.
Fig. 5 is the structural representation of the another embodiment of call center of the present invention Operator Position System.
Embodiment
Below by drawings and Examples, technical scheme of the present invention is described in further detail.
As shown in Figure 1, be the send a telegram here schematic flow sheet of an embodiment of reason recording method of the present invention.In the present embodiment, the recording method of incoming call reason comprises:
In the present embodiment, user can progressively select to inquire about according to the given indication of service hotline phone and wishes the business of understanding or report situations, in this process, the push button signalling that user inputs on communication terminal can send to access platform, can obtain corresponding IVR by these push button signallings and select track, for example: business handling → mobile service → xx set meal → install additional cell phone.
After operator's connecting subscribers participating, user can be directly and operator carry out operational communication, in this communication process, operator can provide answer to user according to user's demand, and this process will produce a business operation sequence according to operator and user's interactive operation process, for example: complain report barrier → 3G mobile phone value-added service → mobile phone video display expense to complain.
Call center's Operator Position System is recording after IVR selection track and business operation sequence, can determine the incoming call cause information that this call relates to by the mode of tabling look-up, table lookup operation is to realize by the local incoming call causa relation table of comparisons of preserving of call center's Operator Position System, has many IVR to select track and the business operation sequence record of corresponding incoming call reason respectively in the incoming call causa relation table of comparisons.By the process of tabling look-up, can determine the incoming call reason that at least one this call relates to, call center's Operator Position System just can form according to the incoming call cause information inquiring the incoming call reason list of this call like this.
In this process, call center's Operator Position System selects track and business operation sequence to preserve the IVR very relevant to incoming call cause information, than operator, only according to remembering, to carry out the mode of recording incoming reason more convenient and accurate, and mistake choosing or the leakage choosing of having avoided operator memoriter to cause, alleviate operator's retrieval burden and memory burden.
As shown in Figure 2, be the send a telegram here schematic flow sheet of another embodiment of reason recording method of the present invention.Compared with a upper embodiment, the present embodiment, after step 104, can also comprise step 105 and step 107, and wherein step 105 is shown the incoming call reason list of described this call for call center's Operator Position System on display interface; Step 107, in the time of the confirmation instruction that receives described operator, is preserved the incoming call reason list of described this call.
Consider the not entirely accurate of incoming call reason list of system log (SYSLOG), may there is the unnecessary situation of selecting to cause the list of incoming call reason because of user error, or because operator service is skillfully directly answered the situation that lacks that lacks corresponding business operation etc. and cause the list of incoming call reason, now just need to carry out manual setting and confirmation by operator, to guarantee the accurate and effective of reason of sending a telegram here, then operator can carry out traffic brief summary according to the incoming call reason of confirming.
In the present embodiment, call center's Operator Position System can provide the display interface of the incoming call reason list that shows this call, and can receive modify instruction and confirm instruction.
In other several embodiment, after step 105, can also comprise step 106a, step 106b and/or step 106c, wherein step 106a is the incoming call reason tree query request that call center's Operator Position System receives described operator's input, on display interface, show described incoming call reason tree, and receive selection instruction and the added instruction of described operator to the reason of sending a telegram here in described incoming call reason tree, the incoming call reason list of described this call is modified.
Above-mentioned steps 106a, 106b and 106c have provided the alter mode of several incoming call reason list, can greatly facilitate the retouching operation of operator to the list of incoming call reason.
One of ordinary skill in the art will appreciate that: all or part of step that realizes said method embodiment can complete by the relevant hardware of program command, aforesaid program can be stored in a computer read/write memory medium, this program, in the time carrying out, is carried out the step that comprises said method embodiment; And aforesaid storage medium comprises: various media that can be program code stored such as ROM, RAM, magnetic disc or CDs.
As shown in Figure 3, be the structural representation of an embodiment of call center of the present invention Operator Position System.In the present embodiment, call center's Operator Position System comprises: IVR track record module 1, sequence of operation logging modle 2, table of comparisons enquiry module 3 and reason list form module 4.
IVR track record module 1 is responsible in the time that user calls out the service hotline phone of telecom operators, and the IVR that records described user selects track.Sequence of operation logging modle 2 is responsible for connecting after described user operator, according to described operator and described user's the reciprocal process record traffic sequence of operation.Table of comparisons enquiry module 3 is responsible for selecting track and the described business operation sequence inquiry incoming call causa relation table of comparisons according to IVR, obtains corresponding incoming call cause information.In the incoming call causa relation table of comparisons, can select track and incoming call reason corresponding to business operation sequence difference by recording interactive formula voice answer-back.Reason list forms the responsible incoming call reason list that forms this call according to described incoming call cause information of module 4.
As shown in Figure 4, be the structural representation of another embodiment of call center of the present invention Operator Position System.Compared with a upper embodiment, call center's Operator Position System of the present embodiment can also comprise: module 6 is preserved in reason list display module 5 and reason list.Wherein, reason list display module 5 is responsible for the incoming call reason list of described this call to show on display interface.Reason list is preserved module 6 and is responsible in the time of the confirmation instruction that receives described operator, preserves the incoming call reason list of described this call.
As shown in Figure 5, be the structural representation of the another embodiment of call center of the present invention Operator Position System.Compared with a upper embodiment, call center's Operator Position System of the present embodiment can also comprise: reason tree query module 7 and the first reason are appended module 8, and keyword query module 9 and the second reason are appended module 10, and/or reason removing module 11.
Reason tree query module 7 is responsible for receiving the incoming call reason tree query request of described operator's input, shows described incoming call reason tree on display interface.The first reason is appended module 8 and is responsible for receiving selection instruction and the added instruction of described operator to the reason of sending a telegram here in described incoming call reason tree, and the incoming call reason list of described this call is modified.
Keyword query module 9 is responsible for receiving the keyword fuzzy query request of described operator's input, shows the incoming call reason result inquiring on display interface.The second reason is appended module 10 and is responsible for receiving selection instruction and the added instruction of described operator to the reason of sending a telegram here in the described incoming call reason result inquiring, and the incoming call reason list of described this call is modified.
By the incoming call reason recording method narrated above and several embodiment of call center's Operator Position System, can find out that the present invention utilizes call center's Operator Position System automatically to record IVR and selects track and business operation sequence, and inquire according to this corresponding incoming call cause information, form the incoming call reason list of this call, can also be shown to operator, modify and confirm by operator, to form the incoming call reason list records of this call in system, and operator carries out traffic brief summary, avoid operator to only rely on incorrect posting or error of omission that memory style occurs, improve arrangement speed and the incoming call analysis order of accuarcy of traffic brief summary, and then saving traffic human cost.
Finally should be noted that: above embodiment is only in order to illustrate that technical scheme of the present invention is not intended to limit; Although the present invention is had been described in detail with reference to preferred embodiment, those of ordinary skill in the field are to be understood that: still can modify or part technical characterictic is equal to replacement the specific embodiment of the present invention; And not departing from the spirit of technical solution of the present invention, it all should be encompassed in the middle of the technical scheme scope of request protection of the present invention.
Claims (12)
1. an incoming call reason recording method, comprising:
In the time that user calls out the service hotline phone of telecom operators, call center's Operator Position System records described user's interactive voice response and selects track;
Connect after described user operator, described call center Operator Position System is according to described operator and described user's the reciprocal process record traffic sequence of operation;
Described call center Operator Position System is selected track and the described business operation sequence inquiry incoming call causa relation table of comparisons according to described interactive voice response, obtains corresponding incoming call cause information;
Described call center Operator Position System forms the incoming call reason list of this call according to described incoming call cause information.
2. incoming call reason according to claim 1 recording method, wherein, after described call center Operator Position System forms the incoming call reason list of this call according to described incoming call cause information, also comprises:
Described call center Operator Position System is shown the incoming call reason list of described this call on display interface, in the time of the confirmation instruction that receives described operator, preserves the incoming call reason list of described this call.
3. incoming call reason according to claim 1 recording method, records interactive voice response and selects track and incoming call reason corresponding to business operation sequence difference in the wherein said incoming call causa relation table of comparisons.
4. incoming call reason according to claim 2 recording method, after the operation of wherein at described call center Operator Position System, the incoming call reason list of described this call being shown on display interface, also comprise: described call center Operator Position System receives the incoming call reason tree query request of described operator's input, on display interface, show described incoming call reason tree, and receive selection instruction and the added instruction of described operator to the reason of sending a telegram here in described incoming call reason tree, the incoming call reason list of described this call is modified.
5. incoming call reason according to claim 2 recording method, after the operation of wherein at described call center Operator Position System, the incoming call reason list of described this call being shown on display interface, also comprise: described call center Operator Position System receives the keyword fuzzy query request of described operator's input, on display interface, show the incoming call reason result inquiring, and receive selection instruction and the added instruction of described operator to the reason of sending a telegram here in the described incoming call reason result inquiring, the incoming call reason list of described this call is modified.
6. incoming call reason according to claim 2 recording method, after the operation of wherein at described call center Operator Position System, the incoming call reason list of described this call being shown on display interface, also comprise: described call center Operator Position System receives the delete instruction of described operator to the incoming call reason in the incoming call reason list of described this call, and the incoming call reason list of described this call is modified.
7. call center's Operator Position System, comprising:
IVR track record module, when call out the service hotline phone of telecom operators user, records described user's interactive voice response and selects track;
Sequence of operation logging modle, for connecting operator after described user, according to described operator and described user's the reciprocal process record traffic sequence of operation;
Table of comparisons enquiry module, for select track and the described business operation sequence inquiry incoming call causa relation table of comparisons according to described interactive voice response, obtains corresponding incoming call cause information;
Reason list forms module, for form the incoming call reason list of this call according to described incoming call cause information.
8. call center according to claim 7 Operator Position System, wherein also comprises:
Reason list display module, for showing the incoming call reason list of described this call on display interface;
Module is preserved in reason list, for when the confirmation instruction that receives described operator, preserves the incoming call reason list of described this call.
9. call center according to claim 7 Operator Position System, records interactive voice response and selects track and incoming call reason corresponding to business operation sequence difference in the wherein said incoming call causa relation table of comparisons.
10. call center according to claim 8 Operator Position System, wherein also comprises:
Reason tree query module for receiving the incoming call reason tree query request of described operator's input, shows described incoming call reason tree on display interface;
The first reason is appended module, for receiving described operator, described incoming call reason is set selection instruction and the added instruction of the reason of sending a telegram here, and the incoming call reason list of described this call is modified.
11. call center according to claim 8 Operator Position Systems, wherein also comprise:
Keyword query module for receiving the keyword fuzzy query request of described operator's input, shows the incoming call reason result inquiring on display interface;
The second reason is appended module, for receiving described operator to the described incoming call reason result inquiring send a telegram here selection instruction and the added instruction of reason, the incoming call reason list of described this call is modified.
12. call center according to claim 8 Operator Position Systems, wherein also comprise:
Reason removing module, for receiving the delete instruction of incoming call reason of the incoming call reason list of described operator to described this call, modifies to the incoming call reason list of described this call.
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