Customer incoming line distribution method and system, computer device and memory medium

An allocation method and customer technology, applied in the field of customer management, can solve problems such as the lack of a better solution for technology, the inability to fully utilize resources and efficiently allocate

Active Publication Date: 2018-02-09
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

It can be seen from this situation that the way of random allocation obviously cannot realize the full utilization and efficient allocation of resources
How to reasonably allocate seats to the customer's incoming line, how to obtain customer information in order to allocate seats, there is no good solution in the existing technology

Method used

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  • Customer incoming line distribution method and system, computer device and memory medium
  • Customer incoming line distribution method and system, computer device and memory medium
  • Customer incoming line distribution method and system, computer device and memory medium

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0041] see figure 1 , a method for allocating customer incoming lines in this embodiment, comprising the following steps:

[0042] Step 01, identify the calling number of the customer's incoming line, if the identification is passed, execute step 011, if not, execute step 02.

[0043] In this step, the calling number is automatically identified by the system, and is matched with the phone numbers of all customers pre-stored in the system. If a match is found, it is considered that the identification has been passed, and the customer's information is called out and the customer's corresponding phone number is found. matching agent. The corresponding matching agent is generally the agent who has contacted and served the customer one or more times before, and has established a one-to-one binding relationship with the customer in the system. will unbind.

[0044] Step 011, judge whether the first agent corresponding to the customer is online and free, if so, access the first ag...

Embodiment 2

[0074] see Figure 4 , the method for allocating customer incoming lines in this embodiment is based on Embodiment 1, and includes the following steps:

[0075] Step 01, identify the calling number of the customer's incoming line, if the identification is passed, execute step 011, if not, execute step 02.

[0076] In this step, the calling number is automatically identified by the system and matched with the phone numbers of all customers pre-stored in the system. If a match is found, it is deemed to have passed the identification, and the customer’s information is called out and the customer’s corresponding phone number is found. matching agent.

[0077] Step 011, judge whether the first agent corresponding to the customer is online and free, if so, access the first agent, otherwise execute step 012.

[0078] In this step, after the system finds the first agent corresponding to the customer, it judges whether the first agent is online and idle, and if so, automatically rout...

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PUM

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Abstract

The invention provides a customer incoming line distribution method and system, a computer device and a memory medium. Through calling number recognition and identity number recognition, a first seat,an alternative first seat, a second seat in a team, a team leader, other any seat and the like are online and idle or not are searched in sequence; the seats with high matching degree are selected for customers; demands of the customers are solved as much as possible; and under the condition that no seat provides access, callback/inner call tasks are set, and the corresponding seats are remindedof contacting the customers timely.

Description

technical field [0001] The present invention relates to the technical field of customer management, in particular to a method, system, computer equipment and storage medium for customer line distribution. Background technique [0002] As an invisible service window for enterprises and user terminals to maintain close contact, the call center system plays an increasingly important role in product promotion, product sales, technical support, after-sales service, consultation and complaints, and plays an important role in the business activities of enterprises. playing an increasingly important role. [0003] Agent service is an important way for the call center system to provide services to customers. Agent service refers to the process in which agents provide customers with corresponding services through the support system of the call center. [0004] Agents are generally customer service personnel who answer consultation calls and answer questions, and are an important brid...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/523
CPCH04M3/5231H04M3/5233H04M3/5234
Inventor 彭青龙罗俊杰
Owner PING AN TECH (SHENZHEN) CO LTD
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