A user satisfaction management system and method for call management thereof

Abstract

Disclosed are a system for managing the user's degree of satisfaction and a method for same to conduct call management. The method comprises: acquiring a detection message for an abnormal call between an agent of a call centre and a user, which is detected by a core network side; extracting a failure reason code carried in the detection message, and judging the type of this abnormal call according to the failure reason code; and based on the type of the abnormal call and a preset callback policy, judging whether the call centre side needs callback, and if yes, telling the call centre to initiate a call to the user. While not affecting the original call function and flow of a call system, the method described in the present invention superposes the system for managing user's degree of satisfaction on a system of the call centre, and enables reasonable callback in respect of a call interruption not caused by a user by completing the extraction, analysis, etc. of the reasons for the abnormal call by means of the system for managing user's degree of satisfaction, thereby well solving the problem that the user's service degree of satisfaction is reduced.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to a user satisfaction management system and a method for managing calls thereof. Background technique [0002] Call center (CallCenter), also known as customer service center, is a comprehensive information service system based on computer communication integration technology, making full use of multiple function integration of communication network and computer network, and connecting with enterprises. Or a special system for the company's service representatives to centrally handle incoming calls, send out calls and contact users. The call center can provide users with various services such as telephone, fax, and e-mail, and is mainly used to deal with users' requests, complaints, suggestions and consultations on enterprises, such as 10000 in the telecommunications industry and 95555 in the financial industry. [0003] With the leap-forward development of cloud computing ...

AI Technical Summary

Problems solved by technology

[0003] With the leap-forward development of cloud computing technology, the application of cloud call centers is becoming more and more extensive, and the access network is also more complex. There are call interruptions caused by various network reasons, which leads to poor user experience. Customer dissatisfaction with the service, etc.

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