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Call center service management system

A business management system and call center technology, applied in the field of call center business management system, can solve problems such as customers not understanding, unable to solve customer problems, etc., to achieve the effect of high-quality service

Active Publication Date: 2019-01-25
重庆先特服务外包产业有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The existing knowledge base system generally stores the answers to the questions that users may ask and the operation process of different items. These answers and processes are generally standardized terms. Many times, the customer service specialist explains it, but the customer cannot understand it. As a result, it is impossible to solve customer problems, so it is urgent to provide a learning case library formed by actual calls between customer service and users

Method used

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Examples

Experimental program
Comparison scheme
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Embodiment 1

[0049] Such as figure 1 As shown, the call center service management system of the present invention includes:

[0050] The database is pre-stored with preset questions, question keywords corresponding to the preset questions, and answer keywords for answering each preset question; it also pre-stores the standard call duration for answering each preset question; The keywords are for the convenience of classifying the questions raised by the user when asking questions; setting the answer keywords to answer each preset question is to judge whether the customer service answers the questions to meet the standards; assuming that "preset question 1" is pre-stored And "preset question 2", the keywords corresponding to the preset question 1 are "A1", "A2"..."An", and the answer keywords for the preset question 1 are "B1", "B2"..."Bm" ;The keywords corresponding to the preset question 2 are "vocabulary C1", "C2"..."Cn", and the answer keywords for the preset question 2 are "D1", "D2"....

Embodiment 2

[0085] Such as figure 2 As shown, the difference between this embodiment and Embodiment 1 is that it also includes:

[0086] A busy detection module, used to detect whether the customer service phone is busy;

[0087] The reservation module is used to send reservation notification information to the user terminal used by the user when the customer service phone is busy, and for the user to reserve and register the call time, call questions and user information; specifically, the reservation notification information includes a reservation registration number, and the user passes Dial the appointment registration number, follow the voice prompts to input or select the call time, call question and user information, and finally select Confirm to complete the appointment registration;

[0088] The call detection module is used to detect whether the user who makes an appointment registers to talk with the customer service at the appointment time;

[0089] The dialing module is us...

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Abstract

The invention discloses a call center service management system, and relates to the technical field of telephone communication services. The system comprises a database, a recording module, a voice conversion module, a keyword extraction module, a matching module, a matching degree identification module and a sorting module. The recording module records audio signals of each call between customerservice and user, converts the recorded audio signals into user question text and customer service answer text, and stores the recorded audio signals in the database; By selecting the preset problem which is closest to the user problem through the matching module, the matching degree recognition module compares the customer service answer text with the keywords of the standard answer to obtain thematching degree result, The ranking module ranks the customer service answers to the same preset questions according to the matching results, and the preset questions and the corresponding customer service answers to the preset questions are stored in the database, thus forming a case base for customer service novices to learn.

Description

technical field [0001] The invention relates to the technical field of telephone communication services, in particular to a call center service management system. Background technique [0002] A call center is a service organization composed of a group of service personnel in a relatively centralized place. Usually use computer communication technology to deal with telephone inquiries from enterprises and customers, especially with the ability to handle a large number of incoming calls at the same time, and also have the ability to display the calling number, and can automatically assign incoming calls to personnel with corresponding skills for processing, and can record and store all incoming call information. [0003] At present, the customer service system of the call center is mainly for the acceptance of customer service appeals, that is, the customer dials the hotline, and the customer service specialists accept and answer the business according to the relevant busine...

Claims

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Application Information

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IPC IPC(8): G06Q10/02G06Q50/30G10L15/26H04M3/51G06F16/33
CPCH04M3/5175G06Q10/02G10L15/26G06Q50/40
Inventor 王志利
Owner 重庆先特服务外包产业有限公司
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