Home seat management system of call center and method thereof

Abstract

The invention discloses a home seat management system of a call center and a method thereof. The system and the method of the invention are characterized by comprising a call center platform system, a home seat management system and seat monitoring management software. The call center platform system is mainly used to acquire a home seat state and distribute incoming call and call out tasks as a voice navigation mode and a pop-up window mode so as to realize passive answering of the home seat. The seat monitoring management software is used to control a home seat computer, guarantee a conversation quality, provide a recovery function and rapidly restore a working state. The home seat management system is used to complete an on-line examination and training of the home seat and monitors working contents of the home seat in real time, wherein the working contents comprises a service quality, a service level and the like. According to the system and the method of the invention, a voice technology and an Internet technology are used; physical separation of the seat and the call center is realized; family office of the seat is realized; operation cost of the call center is reduced; the call out and the incoming call are managed so as to realize passive hybrid answering of the seat; and working efficiency of the seat is increased.

Description

technical field [0001] The invention relates to the technical field of a call center, in particular to the operation management and method of passive answering family agents. Background technique [0002] The current call center is a service organization composed of a group of service personnel in a relatively concentrated place. It usually uses computer communication technology to handle telephone inquiries from enterprises and customers, especially with the ability to handle a large number of incoming calls at the same time. Call number display, incoming calls can be automatically allocated to personnel with corresponding skills, and all incoming call information can be recorded and stored. A typical call center focusing on customer service can have both inbound and outbound functions. While handling customer information inquiries, consultations, complaints, etc., it can also conduct outbound services such as customer return visits and satisfaction surveys. [0003] This ...

AI Technical Summary

Problems solved by technology

[0005] Aiming at the problems existing in the current call center, the present invention provides a solution, which makes the agent physically separated from the call center, making the agent's workplace more flexible, and the system also redefines the work management method of the agent, reducing the idle time of the agent Waiting time, while reducing the construction cost of the call center, and solving the contradiction of long waiting time and low income of agents

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