Looking for breakthrough ideas for innovation challenges? Try Patsnap Eureka!

Method and device for automatically predicting call volume in call center

An automatic and effective call technology, applied in the direction of automatic switching office, monitoring/monitoring/test arrangement, telephone communication, etc., can solve the problems of increasing management workload and no effective method to predict the call volume of call center, so as to reduce manual management cost, work efficiency improvement effect

Pending Publication Date: 2021-09-28
上海翰声信息技术有限公司
View PDF5 Cites 0 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The call center in the prior art is relatively perfect in terms of multi-task scheduling and high-concurrency architecture design, which can meet the customer's requirements for outbound call efficiency, but can only meet business requirements in a relatively stable environment.
When the customer behaviors of different tasks, such as answering rate and average call duration, are quite different, there is no effective way to predict the call volume of the call center, requiring operators to always pay attention to the relevant indicators of the system, which increases the management workload

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Method and device for automatically predicting call volume in call center
  • Method and device for automatically predicting call volume in call center
  • Method and device for automatically predicting call volume in call center

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0042] The present invention will be further described below in conjunction with the accompanying drawings and embodiments.

[0043] In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present invention. It will be apparent, however, to one of ordinary skill in the art that the present invention may be practiced without these specific details. Therefore, the specific details set forth are merely exemplary, and specific details may be varied in the spirit and scope of the invention and still be considered to be within the spirit and scope of the invention.

[0044] In order to save manpower and improve work efficiency in scenarios such as active marketing outbound calls or questionnaire survey outbound calls, call centers usually use predictive outbound calls to contact customers. During this process, the customer's behaviors such as rejecting, answering, hanging up within 5 seconds after answering, and comp...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

PUM

No PUM Login to View More

Abstract

The invention discloses a method and a device for automatically predicting call volume for a call center. The method comprises the following steps: acquiring parameters required for calculating the predicted call volume at this time; obtaining the call volume according to the number of seats, the expected seat utilization rate, the average service duration of the seats, the call completing rate and the prediction period; obtaining the expected seat utilization rate through the effective call volume per second and the crowding number within the preset time; obtaining a call loss rate through the effective call volume per unit time, the average call time and the probability of answering all seats under Poisson distribution; obtaining an average waiting duration through the effective call volume per unit time and the average call duration; and obtaining the current predicted call volume through the number of seats, the expected seat utilization rate, the average service duration of the seats, the call completing rate, the prediction period, the expected seat utilization rate and the call loss rate. According to the method for automatically predicting the call volume for the call center provided by the invention, the prediction result is very close to the expected value by acquiring the predicted call volume of this time.

Description

technical field [0001] The invention relates to a method for predicting call volume, in particular to a method for automatically predicting call volume used in a call center. Background technique [0002] At present, the application of outbound call centers in many fields such as education, insurance, finance, and telemarketing is growing rapidly. In order to improve the work efficiency of the system and reduce personnel costs, predictive outbound calls are often used to contact customers. [0003] The call centers in the prior art are relatively perfect in terms of multi-task scheduling and high-concurrency architecture design, which can meet the customer's requirements for outbound call efficiency, but can only meet business requirements in a relatively stable environment. When the customer behaviors of different tasks, such as answering rate and average call duration, are quite different, there is no effective way to predict the call volume of the call center, requiring o...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

Application Information

Patent Timeline
no application Login to View More
Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/36H04M3/51
CPCH04M3/36H04M3/5175
Inventor 黄辉
Owner 上海翰声信息技术有限公司
Who we serve
  • R&D Engineer
  • R&D Manager
  • IP Professional
Why Patsnap Eureka
  • Industry Leading Data Capabilities
  • Powerful AI technology
  • Patent DNA Extraction
Social media
Patsnap Eureka Blog
Learn More
PatSnap group products

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic, Popular Technical Reports.

© 2024 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap|About US| Contact US: help@patsnap.com