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Method for call center realizing active callback and its active callback system

A call center, active technology, applied in the direction of special services for subscribers, etc., can solve the problems of lowering the utilization rate of agent resources, wasting user time, occupying system queuing resources, etc., to maximize resource utilization, improve utilization, improve confidence and satisfaction effect

Inactive Publication Date: 2006-12-20
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] 1. For a user who needs to visit the call center, he does not know the status of the agent. If the agent resources of the call center are always in a busy state, the user blindly visits the call center and cannot get the corresponding service, so It not only wastes the user's time, but also takes up the queuing resources of the system
[0005] 2. For the call center, if the vacant seat resources are not well utilized after the peak period of user visits, and the seat resources are left idle, the utilization rate of the seat resources will drop to the bottom

Method used

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  • Method for call center realizing active callback and its active callback system
  • Method for call center realizing active callback and its active callback system
  • Method for call center realizing active callback and its active callback system

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Embodiment Construction

[0024] The present invention will be described in further detail below in conjunction with the accompanying drawings.

[0025] figure 1 It is a flowchart of call center call-back business acceptance in the present invention. Such as figure 1 As shown, the call center call-back business acceptance flow that the present invention proposes comprises:

[0026] 1.1 Business users dial numbers to access the call center system;

[0027] 1.2 If the agent is busy, the system will prompt the user that the business agent is busy, and prompt the user to choose whether to call back the service actively, if yes, continue, otherwise end;

[0028] 1.3 If the user chooses to take the initiative to call back, the system will continue to prompt the user to select the type of call back: instant call back or scheduled call back;

[0029] 1.4 The user selects the callback type. If the user chooses to schedule a callback, the system will continue to prompt the user to enter the scheduled callbac...

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PUM

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Abstract

The invention relates to a method for calling center for realizing active call back and relative active call back system, wherein it comprises a call center back service process and an active back call system back process, wherein the second process comprises: (1), the system timely scans the service database to extract out the user information; (2), judging the back type of user, if it is instant back call, going on the process, of it is the advanced back call, judging if reaching the advanced time, if reaching the advanced time, going on the process, or else, backing to the step (1); (3), based on the skill number of user information, requesting occupying the artificial seat of requested service; (4), after success, the system actively calls back the user based on the telephone number of user information; (5), after calling back user successfully, connecting the seat and user, the seat accepts the user service. The invention can realize the interaction between the service user and the calling center, to improve the utilization of artificial seat.

Description

technical field [0001] The invention relates to a call center, in particular to an active call back method and system for the call center. Background technique [0002] At present, the main application of the call center is to respond to the user's call passively. The user initiates a business request to the call center. If the artificial agent is busy, he must wait in line. If the queue times out, the system will automatically disconnect the user. connection, and the user initiates the next call. If the call center is in a peak usage period, then the artificial agent is likely to be always busy, and the user will continue to wait until there is a free artificial agent, and the user can make a successful request. [0003] In the currently used technology, the call is always initiated by the user terminal, and the user call must be in a synchronous state with the idle seat waiting, so the call center is always in a passive state. The disadvantages of this technique are as f...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/48
Inventor 罗彬彬杨德荣叶伟
Owner ZTE CORP
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