CN107566667A - A kind of intelligent call method and system for being used for telemarketing or call-on back by phone - Google Patents
A kind of intelligent call method and system for being used for telemarketing or call-on back by phone Download PDFInfo
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- CN107566667A CN107566667A CN201710676094.8A CN201710676094A CN107566667A CN 107566667 A CN107566667 A CN 107566667A CN 201710676094 A CN201710676094 A CN 201710676094A CN 107566667 A CN107566667 A CN 107566667A
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Abstract
The present invention provides a kind of intelligent call method for telemarketing or call-on back by phone and comprised the following steps：A) the embedded automatic call management module in corporate client relationship management system, the automatic call management module create calling task and determine to call list；B) the automatic call management module calculates maximum calling number of concurrent and calling ratio according to the historical data of the calling list；C) the automatic call management module starts calling task, and actual call number is calculated according to idle seat end quantity；D) the automatic call management module is communicated with call center, and the call center is called each client in the actual call number；If e) client answers, call center's callback seat end, the seat end for answering callback is adjusted to busy by idle；If client does not answer, the client deletes in call center；F) repeat step c) arrives step e).Intelligent call method provided by the invention can realize that quick, accurate, efficiently batch completes calling.
Description
Technical field
The present invention relates to field of intelligent control technology, more particularly to a kind of intelligence for telemarketing or call-on back by phone is exhaled
It is method and system.
Background technology
Telephone automatic calling, it is that enterprise carries out the universal occupation mode that telemarketing is paid a return visit with client.Traditional phone is certainly
Dynamic calling generally requires the standard software service for choosing third party software company, is used by following operating method：
First, manually the client's list called automatically is exported in batches from corporate client relationship management system (CRM) system,
Third party software platform is imported into again.
2nd, start task of grouping busy in third party software platform, after seat termination is listened, client is shown in third party software platform
Information, and follow-up record object information record is stored in third party software platform.
3rd, result detail is exported after end of calling in batches, third party software platform is stored in or export preserves locally, or
Person uploads to corporate client relationship management system again after exporting local.
This tradition grouies busy that mode can not meet the needs of enterprise practical is commenced business in the prior art, using confinement-caring woman's business as
Example, there is several big shortcomings：
1st, for Very Important Person, comprising business sensitive information, if the expected date of childbirth, place city, client are to the technical ability work of confinement-caring woman
Make skill requirement, the required service cycle, can incoming call answering period distribution etc., record, preserve, import third-party platform, the 3rd
Management of the Fang Pingtai to customer information is not controlled by enterprise, runs counter to customer information standardized administration requirement, system leakage client be present
The risk of information.
2nd, batch data is imported and exported, and manual operation is intervened frequently, and efficiency is low, easily error.
3rd, the automatic calling parameter of third party software platform is set and intelligent call algorithm is all standard configurations, and is not met
Enterprise practical is commenced business, special scenes, customer group's feature.
Therefore, in order to solve the above problems, it is necessary to it is quick, precisely, one kind of efficiently batch calling be used for telemarketing
Or the intelligent call method and system of call-on back by phone.
The content of the invention
One aspect of the present invention is to provide a kind of intelligent call method for being used for telemarketing or call-on back by phone, described
Method comprises the following steps：
A) the embedded automatic call management module in corporate client relationship management system, the automatic call management module wound
Build calling task and determine to call list；
B) the automatic call management module is according to the historical data calculating calling ratio of the calling list and maximum calling
Number of concurrent, wherein
The calling ratio calculates by the following method：H=1/ (J × r1 × r2 × r3 × r4 × ...), wherein, H is calling
Be that history answers rate than, J, r1, r2, r3, r4 ..., respectively different regulation coefficients；
The maximum calling number of concurrent calculates by the following method：M=Y × 30-Z-Q, wherein M are concurrent for maximum calling
Number, Y are the number of the currently active digital repeatered line；Z is the current number of concurrent taken, and Q is reserved number of concurrent；
C) the automatic call management module starts calling task, often by seat end queue of a time interval scan
It is determined that seat end quantity of currently leaving unused, actual call number is calculated according to idle seat end quantity,
The actual call number meets following relation：S=X × H≤M, wherein, S is actual call number, and X is idle seat
Quantity is held, H is calling ratio, and M is maximum calling number of concurrent；
D) the automatic call management module is communicated with call center, and the actual call number is transferred into the calling
Center, the call center are called each client in the actual call number；
If e) client answers, call center's callback seat end, the seat end for answering callback is adjusted to busy by idle
It is commonplace；If client does not answer, the client deletes in call center；
F) repeat step c) arrives step e).
Preferably, potential customers field and client of the calling list according to client in corporate client relationship management system
Label, filter out result set determination.
Preferably, the maximum calling number of concurrent and calling are recalculated than periodic refreshing.
Preferably, unmatched client is answered to present period in the calling list in the step b) to delete.
Preferably, regulation coefficient different in the step b) includes but is not limited to city difference, source of customers channel, gone through
History duration of call difference.
Preferably, the surface sweeping time interval of seat end queue calculates by the following method described in the step c)：T=
T1/ (n × m), wherein T are the time interval of scanning seat end queue, and t1 is that being averaged for all seat ends answers duration, and m is upper
The seat end quantity of busy condition in single pass result, n is regulation coefficient.
Preferably, the regulation coefficient determines according to calling task.
Preferably, the customer information of acquisition is preserved to corporate client when seat termination listens callback in the step e)
Relationship management system.
Another aspect of the present invention is to provide a kind of intelligent call system, during the intelligent call system is including calling
The heart, corporate client relationship management system, and it is embedded into the automatic call management module of the corporate client call management system,
Wherein
The call center, client is called for batch, and to the callback of seat end；
The corporate client relationship management system, for preserving customer information；
The automatic call management module, for creating calling task, determination calling list, calculating calling ratio, calculating most
Big calling number of concurrent and calculating actual call number, and communicated with call center.
Preferably, the system also includes seat end management module, believes for the display to customer information and by client
Breath is uploaded to corporate client relationship management system.
A kind of intelligent call method and system for being used for telemarketing or call-on back by phone provided by the invention, by enterprise
Embedded automatic call management module in CRM system, without by client's list in corporate client relationship management system
Export to third-party platform can complete batch calls, and the present invention by automatic call management module create calling task and
It is determined that calling list, according to task feature configuration parameter is called, makes batch calling more precisely and efficient.
In addition, a kind of intelligent call method and system for telemarketing or call-on back by phone provided by the invention pass through seat
The customer information listened of seat termination is directly stored in corporate client relationship management system by seat end management module, without again by the
Tripartite's platform is kept, and substantially increases the efficiency of management to client.
It should be appreciated that foregoing description substantially and follow-up description in detail are exemplary illustration and explanation, should not
As the limitation to the claimed content of the present invention.
Brief description of the drawings
With reference to the accompanying drawing enclosed, the present invention more purpose, function and advantages will pass through the as follows of embodiment of the present invention
Description is illustrated, wherein：
Fig. 1 diagrammatically illustrates the structured flowchart of intelligent call system of the present invention；
Fig. 2 shows the FB(flow block) of intelligent call method of the present invention；
Fig. 3 shows the schematic diagram of present invention scanning seat end queue.
Embodiment
By reference to one exemplary embodiment, the purpose of the present invention and function and the side for realizing these purposes and function
Method will be illustrated.However, the present invention is not limited to one exemplary embodiment as disclosed below；Can by multi-form come
It is realized.The essence of specification is only to aid in the detail of the various equivalent modifications Integrated Understanding present invention.
Hereinafter, embodiments of the invention will be described with reference to the drawings, relevant technical terms should be people in the art
Known to member.In the accompanying drawings, identical reference represents same or similar part, or same or like step,
Unless otherwise indicated.Present disclosure is illustrated below by specific embodiment, in order that present disclosure is more
Add and clearly explained, intelligent call system provided by the invention is illustrated first in embodiment, this hair as shown in Figure 1
The structured flowchart of wise energy calling system, intelligent call system provided by the invention are used for during telemarketing or call-on back by phone
Intelligent call, intelligent call system includes call center 500, corporate client relationship management system (CRM) 100, and embedded
To the automatic call management module 200 of the corporate client call management system 100, wherein
Call center 500, the actual call number sent for receiving automatic call management system 200, in batches to client 600
Called, and to the callback of seat end 300；
Corporate client relationship management system 100, for preserving customer information；
Automatic call management module 200, for creating calling task, determination calls list, calculates calling ratio, calculating maximum
Call number of concurrent and calculate actual call number, and communicated with call center 500.According to the present invention, intelligent call in embodiment
System also includes seat end management module 400, and corporate client is uploaded to for the display to customer information and by customer information
Relationship management system 100.
The intelligent call method for being used for telemarketing or call-on back by phone to the present invention below further illustrates, and such as schemes
The FB(flow block) of intelligent call method of the present invention shown in 2, it is used for telemarketing according to the present invention is a kind of in examples below
Or the intelligent call method of call-on back by phone realizes that its step includes by the steps：
S101, create calling task and determine to call list
According to the present invention, the present embodiment embedded automatic call management module in corporate client relationship management system, automatically
Call management module creates calling task and determines to call list, creates calling task and is created according to the sensitive information of client
Build, such as：For the client with the expected date of childbirth, certain call task main purpose is that the confinement-caring woman of production nursing is provided for client
Service.
Determined to call list by the calling task created, calling list is according to client in corporate client relationship management system
Potential customers' field and client's label, filter out result set determination.It should be appreciated that preserved in corporate client relationship management system
Existing customer information.Such as the calling task of confinement-caring woman's service of the offer production nursing of establishment, according to city where client,
The customer informations such as the expected date of childbirth, purpose degree, history answer number, history answers duration, seeervice cycle, filter out result set, as
Call list.The determination that list is called in the present embodiment is not limited to the customer information of above-mentioned example, those skilled in the art
Understand, can carry out calling the determination of list from the customer information of multiple dimensions for calling task.
S102, calculate calling ratio and maximum calling number of concurrent
Automatic call management module calculates calling ratio according to the historical data of the calling list of determination and maximum calling is concurrent
Number.The history that the historical data of the calling list of determination includes each client in calling list answers rate, city difference, client
Sources, history duration of call difference, i.e. average call duration of the period residing for active calls in the history call period.
Calling ratio calculates by the following method：H=1/ (J × r1 × r2 × r3 × r4 × ...), wherein, H is to call ratio, J
Answer rate for history, r1, r2, r3, r4 ..., respectively different regulation coefficients, in the present embodiment, regulation coefficient is respectively：r1
For the regulation coefficient of city difference；R2 is the regulation coefficient of source of customers channel；R3 is the adjustment system of history duration of call difference
Number；R4 is the regulation coefficient that client answers cycle differentiation.It should be understood that above-mentioned adjustment is not limited in certain embodiments
Coefficient, those skilled in the art can undoubtedly determine institute it is contemplated that all adjustment are according to specific historical customer data
Number.Preferably, unmatched client is answered to present period in calling list to delete.Such as at the morning 7, a certain client is never
Calling is answered, then is directly deleted the client from calling list, to ensure the success rate of calling.
The present invention is in order to ensure to have higher call successful rate, and preventing calling, the line is busy, it is necessary to calculate most conference concurrent
Number, maximum calling number of concurrent calculate by the following method：M=Y × 30-Z-Q, wherein M are maximum calling number of concurrent, and Y is to work as
The number of preceding effective digital trunk；Z is the current number of concurrent taken, and Q is reserved number of concurrent.
According to the present invention, maximum calling number of concurrent and calling are recalculated than periodic refreshing, during ensureing different calls
Section has all the time precisely, efficiently to be called.
S103, scanning seat end queue, calculate actual call number
Automatic call management module starts calling task, often determines to work as by seat end queue of a time interval scan
Preceding idle seat end quantity, actual call number is calculated according to idle seat end quantity.Scanning seat end of the invention as shown in Figure 3
The schematic diagram of queue, it is exemplary in embodiment to provide four seat ends：Seat end a301, seat end b302, seat end c303,
Seat end d304.Multiple seat ends form seat end queue, scanning s1 for the first time are carried out to seat end, from the queue of seat end really
Idle seat end quantity is made, such as in the present embodiment, after first time scans s1, determines that idle seat end is seat end
B302 and seat end c303, then seat end number of leaving unused are 2.
After elapsed time interval T, second of scanning s2 is carried out, the surface sweeping time interval of seat end queue is by the following method
Calculate：T=t1/ (n × m), wherein T be the time interval of scanning seat end queue, and t1 is that all seat ends are averaged when answering
Long, m is the seat end quantity of busy condition in last scanning result, and n is regulation coefficient.According to regulation coefficient n roots of the present invention
Determined according to calling task, such as the calling task for expected date of childbirth client and the calling task for the client that keeps a public place clean determine not respectively
Same regulation coefficient.
Following relation is met according to actual call number of the present invention：S=X × H≤M, wherein, S is actual call number, and X is the spare time
Seat end quantity is put, H is calling ratio, and M is maximum calling number of concurrent.
The present invention often passes through interval time run-down seat end queue, it is determined that idle seat end quantity, and by leaving unused
Seat end quantity feedback adjustment sweep interval, so that sweep interval is more reasonable in dynamic adjustment process, simultaneously
Also reasonably idle seat end quantity is provided for the follow-up actual call number that calculates, makes seat end both prevent from answering callback number frequency
It is numerous, ensure that the unlikely long-time in seat end is left unused again.
S104, call center's batch call
Automatic call management module communicates with call center, and actual call number will be calculated and be transferred in the calling
The heart, call center are called each client in the actual call number.
S105, judge whether client answers
Call center carries out batch calling according to step S104 process.
If client answers, call center's callback seat end, it should be understood that seat end here is idle seat end,
The seat end for answering callback is adjusted to busy by idle.
If client does not answer, deleted the client for call center, and seat end is left unused.
According to the present invention, in embodiment when seat termination listens callback, the customer information of acquisition is preserved to corporate client
Relationship management system.
Repeat step S103 to step S105, it will recalculate to obtain the progress of actual call number again after a time interval
Secondary batch calling.
A kind of intelligent call method and system for being used for telemarketing or call-on back by phone provided by the invention, by enterprise
Embedded automatic call management module in CRM system, without by client's list in corporate client relationship management system
Export to third-party platform can complete batch calls, and the present invention by automatic call management module create calling task and
It is determined that calling list, according to task feature configuration parameter is called, makes batch calling more precisely and efficient.
In addition, a kind of intelligent call method and system for telemarketing or call-on back by phone provided by the invention pass through seat
The customer information listened of seat termination is directly stored in corporate client relationship management system by seat end management module, without again by the
Tripartite's platform is kept, and substantially increases the efficiency of management to client.
With reference to the explanation of the invention disclosed here and practice, other embodiment of the invention is for those skilled in the art
It all will be readily apparent and understand.Illustrate and embodiment is to be considered only as exemplary, of the invention true scope and purport is equal
It is defined in the claims.
Claims (10)
- A kind of 1. intelligent call method for being used for telemarketing or call-on back by phone, it is characterised in that methods described includes following step Suddenly：A) the embedded automatic call management module in corporate client relationship management system, the automatic call management module, which creates, exhales It is task and determines to call list；B) the automatic call management module calculates calling ratio according to the historical data of the calling list and maximum calling is concurrent Number, whereinThe calling ratio calculates by the following method：H=1/ (J × r1 × r2 × r3 × r4 × ...), wherein, H is to call ratio, J Answer rate for history, r1, r2, r3, r4 ..., respectively different regulation coefficients；The maximum calling number of concurrent calculates by the following method：M=Y × 30-Z-Q, wherein M call number of concurrent, Y to be maximum For the number of the currently active digital repeatered line；Z is the current number of concurrent taken, and Q is reserved number of concurrent；C) the automatic call management module starts calling task, is often determined by seat end queue of a time interval scan Currently idle seat end quantity, actual call number is calculated according to idle seat end quantity,The actual call number meets following relation：S=X × H≤M, wherein, S is actual call number, and X is idle seat end number Amount, H are calling ratio, and M is maximum calling number of concurrent；D) the automatic call management module is communicated with call center, and the actual call number is transferred in the calling The heart, the call center are called each client in the actual call number；If e) client answers, call center's callback seat end, the seat end for answering callback is adjusted to busy by idle；If Client does not answer, then the client deletes in call center；F) repeat step c) arrives step e).
- 2. intelligent call method according to claim 1, it is characterised in that the calling list is according to corporate client relation The potential customers' field and client's label of client in management system, filter out result set determination.
- 3. intelligent call method according to claim 1, it is characterised in that the maximum calling number of concurrent and calling are than fixed When refresh recalculate.
- 4. intelligent call method according to claim 1, it is characterised in that in the calling list in the step b) Present period is answered unmatched client and deleted.
- 5. intelligent call method according to claim 1, it is characterised in that different regulation coefficient bag in the step b) Include but be not limited to city difference, source of customers channel, history duration of call difference.
- 6. intelligent call method according to claim 1, it is characterised in that seat end queue described in the step c) Surface sweeping time interval calculates by the following method：T=t1/ (n × m), wherein T be scanning seat end queue time interval, t1 Duration is answered for being averaged for all seat ends, m is the seat end quantity of busy condition in last scanning result, and n is for adjustment Number.
- 7. intelligent call method according to claim 6, it is characterised in that the regulation coefficient is true according to calling task It is fixed.
- 8. intelligent call method according to claim 1, it is characterised in that when seat termination listens callback in the step e) When, the customer information of acquisition is preserved to corporate client relationship management system.
- 9. a kind of intelligent call system for intelligent call method described in claim 1 to 8 any claim, its feature exists In the intelligent call system includes call center, corporate client relationship management system, and is embedded into the corporate client and exhales The automatic call management module of management system is, whereinThe call center, client is called for batch, and to the callback of seat end；The corporate client relationship management system, for preserving customer information；The automatic call management module, for creating calling task, determination calling list, calculating calling is compared, calculating is most called out It is number of concurrent and calculates actual call number, and is communicated with call center.
- 10. intelligent call system according to claim 9, it is characterised in that the system also includes seat end pipe reason mould Block, corporate client relationship management system is uploaded to for the display to customer information and by customer information.
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| CN201710676094.8A CN107566667B (en) | 2017-08-09 | 2017-08-09 | Intelligent calling method and system for telephone sales or telephone return visit |
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| CN201710676094.8A CN107566667B (en) | 2017-08-09 | 2017-08-09 | Intelligent calling method and system for telephone sales or telephone return visit |
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| CN107566667B CN107566667B (en) | 2020-02-18 |
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|---|---|
| CN107566667B (en) | 2020-02-18 |
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