Call center service management system

Call center service management system

  • CN 106,657,694 A
  • Filed: 10/25/2016
  • Published: 05/10/2017
  • Est. Priority Date: 10/25/2016
  • Status: Active Application
First Claim
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1. a kind of call center'"'"'s business management system, it is characterised in that:

  • Including call accessing unit, Call Control Unit and businessFunctional unit;

    Described call accessing unit, for the phone of manual service will be selected in the phone at access calling center to rank,Call Control Unit is linked into after customer phone is queued up;

    Described Call Control Unit, the queuing result of the client of the entrance call center reported according to call accessing unit isThe distribution of queuing result is attended a banquet, meanwhile, receive seat representative execution and log on action message and report current state information of attending a banquet, beSeat representative distributes calling connection task, again, by the Queued tasks for controlling seat representative, rational distribution seat representativeWorkload;

    Described service functional unit includes hot line portion module, DBM, information portion module, system management module, attends a banquetManagement module and customer management module;

    Described hot line portion module, for realize seat representative receive calls, worksheet, information searching function;

    Described DBM, the knowledge information related for storing enterprise, be into system client carry out information consultation,Knowledge information is provided when affairs consulting, business consultation to support;

    Described information portion module, is created, is changed, is deleted for data base administrator to the classification and information data of informationDivision operation, while providing query function for seat representative;

    Described system management module, for management of the keeper to system actor, the management to traffic measurement and to daily recordManagement;

    Described management module of attending a banquet, for managing the operation that seat representative state in which and seat representative can be carried out;

    Described customer management module, is collected for seat representative according to the customer information collected, while to corresponding visitorThe basic document information at family, business consultation information and historical record situation are managed, and seat representative can be with according to clientBasic document information or history service consulting Lei Do by client carry out divide Lei Do.

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