Incoming call reason recording method and call center seat system

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 [0001] The invention relates to the communication field, in particular to a method for recording reasons for incoming calls and a call center agent system. Background technique [0002] With the full deployment of telecom operators' full-service operations, there are more and more products of telecom operators, and the quality of service required by users is also getting higher and higher. Taking the customer service hotline of a telecom operator as an example, the user will dial the customer service hotline to have business consultation or business complaint with the operator. If the precise location of the reason for the user's call can be realized, the telecom operator can realize the analysis of user behavior , and improve their service quality accordingly. [0003] When the current operator ends the call, the agent system will pop up a call reason tree. According to the content of the previous interaction with the user, the operator needs to rely on bra...

AI Technical Summary

Problems solved by technology

Generally speaking, this kind of call reason tree is very large, the number of first-level nodes may reach more than 400, and the number of second-level nodes may reach 600 or 700. Even if some advanced search techniques are used, it will bring serious search problems to the operator. burden

In addition, if a customer declares several different business problems in a call, the operator needs to select multiple reasons for the call in the huge call reason tree, which will obviously bring a serious memory burden to the operator, which may lead to the cause of the call. The error and omission of records makes it difficult to accurately locate the cause of the user's call

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