摘要
随着呼叫中心系统呼出业务量的不断增多,如何减少坐席等待时长、提高外拨效率已经成为呼出型呼叫中心一个重要的课题。文章分析了外拨技术发展过程和业务特点,总结了评价外呼系统的关键指标,重点阐述了基于语音识别和预测外呼算法的外呼系统的原理结构,给出了预测外呼系统的设计方案和外呼算法的设计思想。阐明通过电话由坐席主动对客户进行拜访和推销产品的呼出型业务是赢得客户的有力手段.是呼叫中心外呼技术的发展方向。
Along with the dramatically increase of outbound dialing campaigns in the call center, how to improve the outbound efficiency and decrease the outbound loss has become an important research topic. Today＇s society is the society of service competition, a good automatic system based on predictive approach can save a lot of manpower and material resources, reduce the cost of enterprise. A deep analysis on the development process of outbound dialing technology, the characteristics of the automatic calling system, the key technical measures o f predictive dialing system is given,Fact certificate, outbound system really provide to the business enterprise a most fast of way to contact target customer actively and keep with customer good of contact.
出处
《软件》
2012年第11期35-37,共3页
Software
关键词
预测外呼
呼叫中心
坐席
Predictive Dialing
Call Center
Agent
