基于预测方法的呼叫中心外拨技术研究

Research on outbound dialing technology of call center based on predictive approach

竞争促使企业加强与客户的联系。主动与客户交流可以增加客户的满意度和忠诚度。呼叫中心外拨业务所占比重将会越来越大。如何提高外拨效率、充分利用外拨的数据成果是一个重要的课题。文章分析了外拨技术发展过程和业务特点,阐述了预测外拨的原理和关键指标,指出预测外拨是呼叫中心外拨技术的发展方向;给出了预测外拨系统的设计方案;预测外拨系统具有全面的外拨业务管理功能,是实现企业与客户联系的理想工具。

The ever-increasingly competitive environment has urged many companies to improving the relationships with their customers. Active communications can increase the customer satisfaction and loyalty. The proportion of outbound dialing campaigns in the call center will increase dramatically. Improving the outbound efficiency and taking advantage of outbound data effectively is an important research topic. A deep analysis on the development process of outbound dialing technology, the characteristics of the outbound dialing campaign, the principles and the key technical measures ofpredictive dialing system is given, and that predictive dialing is the development direction of outbound dialing technology is indicated. The design solution of predictive dialing system is provided. As the ideal tool for the company to keep contact with customers, predictive dialing system has the comprehensive management functions that outbound dialing campaigns need.