CN109246324B - Method, device and equipment for monitoring and processing customer service quality and mobile terminal - Google Patents
Method, device and equipment for monitoring and processing customer service quality and mobile terminal Download PDFInfo
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- CN109246324B CN109246324B CN201811233930.6A CN201811233930A CN109246324B CN 109246324 B CN109246324 B CN 109246324B CN 201811233930 A CN201811233930 A CN 201811233930A CN 109246324 B CN109246324 B CN 109246324B
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- 238000012544 monitoring process Methods 0.000 title claims abstract description 266
- 238000000034 method Methods 0.000 title claims abstract description 58
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- 238000012806 monitoring device Methods 0.000 claims abstract description 97
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- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
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- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
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Abstract
The application provides a monitoring processing method, a device, equipment and a mobile terminal for customer service quality, wherein the method comprises the following steps: after the monitoring equipment is successfully connected with the mobile terminal, the monitoring equipment sends a control instruction to the mobile terminal so that the mobile terminal acquires and returns customer service response information of a target service number corresponding to the control instruction according to the control instruction; the monitoring equipment receives the customer service response information returned by the mobile terminal; and the monitoring equipment generates a monitoring result according to the customer service response information. The monitoring device sends the control instruction to the mobile terminal, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring device generates a monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of customer service personnel is realized, the monitoring efficiency is effectively improved, and the labor cost of monitoring is reduced.
Description
Technical Field
The present application relates to the field of platform management technologies, and in particular, to a method, an apparatus, a device, and a mobile terminal for monitoring and processing customer service quality.
Background
With the popularity of internet packages like king cards and the like released by various large operators, more than 100 internet packages are on the market. Because each internet package preferential content, charging rule and cooperation unit are different, in order to better provide related pre-sale and after-sale services for users, each internet package is provided with a corresponding micro-message service number, and is uniformly managed and operated by an internet package operation base.
The number of WeChat service numbers is increased while the number of Internet packages is increased. Each service number has a group of full-time customer service personnel familiar with the package service to take charge of corresponding manual customer service answering. In order to know the customer service quality of the customer service staff, in the prior art, the response time of the customer service staff is tested by the manager according to the identity of the ordinary customer, and then the response time is manually arranged into a report. The labor cost is high, and the monitoring efficiency is low.
Disclosure of Invention
The application provides a monitoring processing method, a monitoring processing device, customer service quality equipment and a mobile terminal, and aims to overcome the defects of low monitoring efficiency and the like in the prior art.
A first aspect of the present application provides a method for monitoring and processing customer service quality, including:
after the monitoring equipment is successfully connected with the mobile terminal, the monitoring equipment sends a control instruction to the mobile terminal so that the mobile terminal acquires and returns customer service response information of a target service number corresponding to the control instruction according to the control instruction;
the monitoring equipment receives the customer service response information returned by the mobile terminal;
and the monitoring equipment generates a monitoring result according to the customer service response information.
A second aspect of the present application provides a method for monitoring and processing customer service quality, including:
after the mobile terminal is successfully connected with the monitoring equipment, the mobile terminal receives a control instruction sent by the monitoring equipment;
and the mobile terminal acquires and returns customer service response information of a target service number corresponding to the control instruction according to the control instruction, so that the monitoring equipment generates a monitoring result according to the customer service response information.
A third aspect of the present application provides a monitoring processing apparatus for customer service quality, including:
the monitoring equipment sends a control instruction to the mobile terminal after the monitoring equipment is successfully connected with the mobile terminal, so that the mobile terminal obtains and returns customer service response information of a target service number corresponding to the control instruction according to the control instruction;
the first receiving module is used for receiving the customer service response information returned by the mobile terminal by the monitoring equipment;
and the first processing module is used for generating a monitoring result by the monitoring equipment according to the customer service response information.
A fourth aspect of the present application provides a monitoring processing apparatus for customer service quality, including:
the second receiving module is used for receiving the control instruction sent by the monitoring equipment by the mobile terminal after the mobile terminal is successfully connected with the monitoring equipment;
the second processing module is used for the mobile terminal to obtain the customer service response information of the target service number corresponding to the control instruction according to the control instruction;
and the second sending module is used for sending the customer service response information to the monitoring equipment by the mobile terminal so that the monitoring equipment generates a monitoring result according to the customer service response information.
A fifth aspect of the present application provides a monitoring apparatus, comprising: at least one processor and memory;
the memory stores a computer program; the at least one processor executes the computer program stored by the memory to implement the method provided by the first aspect.
A sixth aspect of the present application provides a mobile terminal, comprising: at least one processor and memory;
the memory stores a computer program; the at least one processor executes the computer program stored by the memory to implement the method provided by the first aspect.
According to the monitoring processing method, the monitoring processing device, the monitoring equipment and the mobile terminal, the control instruction is sent to the mobile terminal through the monitoring equipment, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring equipment generates the monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of customer service personnel is realized, the monitoring efficiency is effectively improved, and the labor cost of monitoring is reduced.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, and it is obvious that the drawings in the following description are some embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to these drawings without inventive exercise.
Fig. 1 is a schematic structural diagram of a customer service quality monitoring processing system applicable to the embodiment of the present application;
fig. 2 is a schematic flowchart of a method for monitoring and processing customer service quality according to an embodiment of the present disclosure;
fig. 3 is a schematic flow chart of a monitoring processing method for customer service quality according to another embodiment of the present application;
FIG. 4 is a schematic illustration of a monitoring report provided in accordance with an embodiment of the present application;
FIG. 5 is a process flow diagram of a system for monitoring customer service quality according to an embodiment of the present disclosure;
FIG. 6 is a schematic diagram illustrating an exemplary process for automatically monitoring a single WeChat service number according to an embodiment of the present disclosure;
fig. 7 is a schematic flowchart of a method for monitoring and processing quality of customer service according to yet another embodiment of the present application;
fig. 8 is a schematic structural diagram of a monitoring processing device for customer service quality according to an embodiment of the present application;
fig. 9 is a schematic structural diagram of a customer service quality monitoring processing apparatus according to another embodiment of the present application;
fig. 10 is a schematic structural diagram of a monitoring device according to an embodiment of the present application;
fig. 11 is a schematic structural diagram of a mobile terminal according to an embodiment of the present application.
With the above figures, there are shown specific embodiments of the present application, which will be described in more detail below. These drawings and written description are not intended to limit the scope of the disclosed concepts in any way, but rather to illustrate the concepts of the disclosure to those skilled in the art by reference to specific embodiments.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present application clearer, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are some embodiments of the present application, but not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
The terms referred to in this application are explained first:
service number: the method is characterized in that in order to better provide related pre-sale and post-sale services for users, public numbers which provide corresponding services for the users are opened for each internet package, for example, service numbers in the WeChat public numbers, the users can log in a WeChat client through a mobile terminal, and after paying attention to the service numbers, the users can enter a service number page to browse related information and request service contents such as manual customer service. Of course, the embodiments of the present application are not limited to the WeChat service number, and are within the scope of the present application as long as the corresponding service can be provided to the user through the mobile terminal.
The monitoring processing method for the customer service quality provided by the embodiment of the application is suitable for the following monitoring processing system for the customer service quality: fig. 1 is a schematic structural diagram of a customer service quality monitoring processing system applicable to the embodiment of the present application. The monitoring processing system of the customer service quality can comprise monitoring equipment and a mobile terminal. The administrator can configure the monitoring device, provide a configuration file, and the configuration file can include configured monitoring parameters and add automatic monitoring tasks. The monitoring device can communicate with the mobile terminal through a USB data line or an Ethernet according to the configuration file, and is responsible for automatically controlling the mobile terminal to execute corresponding operations and acquiring customer service response information of corresponding service numbers, such as customer service identification, response time and the like of customer service personnel responding to each service number. And automatic monitoring tasks and instructions are issued, and the recording of monitoring results and the generation of monitoring reports are completed. The monitoring equipment can monitor the customer service response conditions of different service numbers according to a certain sequence.
Furthermore, the terms "first", "second", etc. are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating the number of technical features indicated. In the description of the following examples, "plurality" means two or more unless specifically limited otherwise.
The following several specific embodiments may be combined with each other, and details of the same or similar concepts or processes may not be repeated in some embodiments. Embodiments of the present invention will be described below with reference to the accompanying drawings.
Example one
The embodiment provides a monitoring processing method of customer service quality, which is used for automatically monitoring the customer service quality of customer service staff. The execution subject of the embodiment is a monitoring processing device of customer service quality, and the device can be arranged in monitoring equipment.
As shown in fig. 2, a schematic flow chart of a method for monitoring and processing customer service quality provided in this embodiment is shown, where the method includes:
And 102, the monitoring equipment receives customer service response information returned by the mobile terminal.
And 103, the monitoring equipment generates a monitoring result according to the customer service response information.
Specifically, the administrator may configure the monitoring device, provide a configuration file, and the configuration file may include configured monitoring parameters and add an automatic monitoring task. The monitoring device can communicate with the mobile terminal through a USB data line or an Ethernet according to the configuration file, and is responsible for automatically controlling the mobile terminal to execute corresponding operations and acquiring customer service response information of corresponding service numbers, such as customer service identification, response time and the like of customer service personnel responding to each service number. And automatic monitoring tasks and instructions are issued, and the recording of monitoring results and the generation of monitoring reports are completed. The monitoring equipment can monitor the customer service response conditions of different service numbers according to a certain sequence. The mobile terminal can be a mobile phone, a tablet computer, a notebook computer and other terminals.
Examples of profile content are as follows;
the service number refers to a public number which can be opened for each internet package to provide corresponding services for the user, such as a service number in a wechat public number, in order to better provide related pre-sale, post-sale and other services for the user, and the user can log in a wechat client through a mobile terminal, and after paying attention to the service number, can enter a service number page to browse related information and request service contents such as manual customer service and the like. Of course, the embodiments of the present application are not limited to the WeChat service number, and are within the scope of the present application as long as the corresponding service can be provided to the user through the mobile terminal.
After the monitoring device is started, the configuration file can be read, the mobile terminal is tried to be connected according to the configuration file configuration parameters, the mobile terminal takes a mobile phone as an example, the monitoring device can detect whether the mobile phone connection is normal or not, if the mobile phone connection fails, prompt information can be generated, an operator is prompted to check the configuration file and the mobile phone setting, connection is retried, the specific prompt mode of the prompt information can be set according to actual requirements, and limitation is not required, for example, prompt voice can be generated for voice prompt, or information can be displayed on a screen for display, and the like.
If the mobile phone is successfully connected, the monitoring device may start to execute the monitoring task according to the operation control parameters in the configuration file, taking the WeChat service number as an example, may set a monitoring time period, a monitored target service number, execute the monitoring task in sequence, and may also set a total number of execution rounds of the monitoring task, etc., that is, calculate one round for all monitoring a plurality of target service numbers to be monitored. For example, the operation control parameters may include:
a) round of micro-message service number monitoring task execution total round number (all service numbers below are monitored all at once and one round is calculated)
b)StartTime：2018/5/10 10:10:01
c)EndTime:2018/5/11 10:10:01
d) TestMode: the operating mode is automatically monitored. Andrandom represents that the monitoring task is executed irregularly in the starting and stopping monitoring time, and the total number of monitoring rounds is finally completed. -equally represents the interval time of each monitoring round evenly distributed in terms of the total time difference and the total number of monitoring rounds within the start-stop monitoring time.
The monitoring device can send a control instruction to the mobile phone, so that the mobile phone obtains the customer service response information of the target service number corresponding to the control instruction according to the control instruction and returns the customer service response information to the monitoring device.
Alternatively, the control instruction may include identification information of the target service number, customer service request information, and the like. After receiving the control instruction, the mobile phone can determine the monitored target service number according to the identification information of the target service number, and send customer service request information to the server corresponding to the target service number, so that the server corresponding to the target service number sends a customer service request to the service client, and requests corresponding customer service personnel to respond to the request, thereby providing manual service. After the customer service staff replies the information, the mobile phone can acquire customer service response information such as identification information, reply time and the like of the customer service staff and return the customer service response information to the monitoring equipment.
Optionally, the number of the control instructions may also be multiple, for example, the monitoring device sends a control instruction, such as a service number opening instruction, a text interaction mode switching instruction, a customer service switching instruction, and the like, according to the specific operation mode of the mobile phone, so that the mobile phone executes corresponding operations according to the instructions, opens a service number, switches to a text interaction mode, sends a corresponding customer service switching request to a server corresponding to the target service number, and the like. The specific manner of controlling the mobile phone may be set according to actual requirements, and this embodiment is not limited.
The monitoring equipment can receive the customer service response information returned by the mobile phone. After receiving the customer service response information returned by the mobile phone, the monitoring device can generate a monitoring result according to the customer service response information. Specifically, the monitoring device may record the customer service response information, and may record the customer service response information in a certain format.
Because the monitoring device can monitor one or more target service numbers according to a certain rule or sequence, the monitoring device can record customer service response information corresponding to a plurality of target service numbers and generate a monitoring result according to a certain format.
According to the monitoring processing method for the customer service quality, the monitoring device sends the control instruction to the mobile terminal, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring device generates the monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of the customer service staff is realized, the monitoring efficiency is effectively improved, and the labor cost of the monitoring is reduced.
Example two
The present embodiment further supplements the method provided in the first embodiment.
As shown in fig. 3, a schematic flow chart of the method for monitoring and processing customer service quality provided in this embodiment is shown.
On the basis of the first embodiment, optionally, step 101 may specifically include:
And 1013, the monitoring device sends a customer service switching instruction to the mobile terminal, so that the mobile terminal sends a customer service switching request to the server corresponding to the target service number according to the customer service switching instruction, and returns customer service response information of the target service number.
Specifically, the number of the control instructions may also be multiple, for example, the monitoring device sends the control instructions, such as a service number opening instruction, a text interaction mode switching instruction, a customer service switching instruction, and the like, according to the specific operation mode of the mobile phone, so that the mobile phone executes corresponding operations according to the instructions, opens the service number, switches to the text interaction mode, sends a corresponding customer service switching request to a server corresponding to the target service number, and the like.
Optionally, before the monitoring device sends the service number open instruction to the mobile terminal, the method may further include:
in step 2011, the monitoring device sends a client start instruction to the mobile terminal, so that the mobile terminal starts the client according to the client start instruction.
Specifically, still taking the mobile phone and the wechat service number as examples, the monitoring device may remotely control the mobile phone to start the wechat client, after the start is successful, the mobile phone may further return start success information to the monitoring device, and after the monitoring device receives the start success information, the monitoring device may further send an address book opening instruction to the mobile phone to control the mobile phone to search and open an "address book" menu.
The monitoring device can also send a public number opening instruction to the mobile phone, the mobile phone opens a public number menu according to the public number opening instruction, namely, the mobile phone enters a public number interface, and the public number interface can include one or more service numbers to be monitored, and certainly, other service numbers can also be included.
It should be noted that, the manager needs to pay attention to the service numbers to be monitored at the mobile phone wechat client first.
After entering the public number interface, the monitoring device may send a service number opening instruction to the mobile terminal, where the service number opening instruction may include identification information of a target service number to be monitored this time. And after receiving the service number opening instruction, the mobile terminal opens the target service number according to the service number opening instruction.
Illustratively, the monitoring host sends a service number opening instruction for opening the service number of the first king card to the mobile phone, and the mobile phone opens the service number of the first king card according to the service number opening instruction and enters a main interface of the service number.
After the target service number is opened and the target service number main interface is entered, the monitoring equipment can also send a character interaction mode switching instruction to the mobile terminal, and the mobile terminal can switch the interaction mode of the target service number main interface into a character interaction module according to the character interaction mode switching instruction.
After the text interaction mode is switched, the monitoring equipment can also send a customer service switching instruction to the mobile terminal, wherein the customer service switching instruction is used for informing that the mobile terminal needs to initiate a customer service switching request, namely manual customer service is needed.
And after receiving the customer service switching instruction, the mobile terminal sends a customer service switching request to a server corresponding to the target service number so as to request manual customer service. Specifically, the mobile terminal controls to input manual customer service request information corresponding to the target service number in a text input box, for example, "manual", and controls to send a customer service switching request corresponding to the manual customer service request information to a server of the target service number.
The mobile terminal can acquire the manual customer service request information corresponding to the target service number according to the identification information of the target service number and control the manual customer service request information to be input into the character input box. The specific operation of the mobile terminal controlled at the client is the prior art, and is not described herein again.
After receiving the customer service switching request, the server corresponding to the target service number is switched to an artificial customer service mode according to the customer service switching request, that is, a corresponding customer service request can be sent to a customer service end of a customer service person, and the customer service person can respond through the customer service end to provide artificial customer service, for example, the customer service person replies that a customer service person with the number XXX provides service for you, or ask for what help you need, and the like. The server sends the response information of the customer service staff to the mobile phone requesting the service, and the mobile phone can acquire the customer service response information of the customer service staff, such as the identification, the reply time, the reply content and the like of the customer service staff, and sends the customer service response information to the monitoring equipment.
After sending the customer service switching instruction to the server of the target service number, the mobile terminal can monitor whether a reply exists, and when the reply exists, the mobile terminal can acquire the relevant information of the reply, such as a customer service identifier, judge whether the reply is a manual customer service reply or a machine assistant reply, and set an identifier (namely a customer service identifier) of customer service personnel with identification for the customer service personnel. And after recognizing the manual customer service reply, the mobile terminal sends customer service response information such as the identification information of the target service number, the manual reply time, the customer service identification and the like to the monitoring equipment.
Optionally, the monitoring device may also determine whether the reply is a real manual customer service reply according to the customer service identifier.
Optionally, each time an operation interface window is entered, the monitoring device (or called monitoring host) may control the mobile phone to check whether the current window is a window that needs to be entered, if so, the next control operation is performed, and if not, the operation of entering the window that needs to be entered may be repeated.
For example, after the monitoring device sends a public number opening instruction to the mobile phone, the mobile phone may actively return information that the public number is successfully opened, or the monitoring device sends a window name verification request or a window identifier verification request to the mobile phone, and the mobile phone verifies whether the currently opened window is the public number according to the verification request and returns a verification result to the monitoring device. The verification result may or may not include both conditions to enable the monitoring device to determine a next operation based on the verification result. Details are not repeated.
Optionally, after the monitoring device sends the customer service switching instruction to the mobile terminal, the method further includes:
if the monitoring equipment does not receive the customer service response information of the target service number within the preset time, determining that the customer service response of the target service number is overtime, and recording the overtime information of the target service number, wherein the overtime information comprises the identification information of the target service number and the corresponding overtime.
Specifically, after the monitoring device sends the customer service switching instruction to the mobile terminal, the monitoring device may time and set a preset time, if the monitoring device does not receive the customer service response information of the target service number within the preset time, it is proved that the customer service response of the target service number is overtime, the monitoring device may record the overtime information of the target service number, and the overtime information may include identification information (such as name, number, and the like of the target service number) of the target service number, the overtime time, and the like.
Optionally, if the customer service response information is received within a certain time after the customer service response of the target service number is determined to be overtime, the specific overtime duration of the customer service response information can be recorded.
Optionally, the number of the target service numbers is multiple, and the customer service response information includes customer service identification and reply time;
the monitoring device generates a monitoring result according to the customer service response information, and the monitoring result comprises the following steps:
and the monitoring equipment generates a monitoring report according to the customer service response information and the overtime information of each target service number.
Specifically, the monitoring device may record the monitored customer service response information and timeout information of each target service number, and the monitoring device may generate a monitoring report according to the customer service response information and timeout information of each target service number.
Illustratively, the monitoring report may include a service number name, a service number identification, a service request time, a service response time, a service personnel identification, a service assistant identification, a timeout duration, and the like. The specific report form and content can be set according to actual requirements.
Illustratively, as shown in fig. 4, a schematic diagram of a monitoring report provided for the present embodiment is provided.
Illustratively, as shown in fig. 5, a schematic processing flow diagram of the monitoring processing system for customer service quality provided by the present embodiment is provided. The method specifically comprises the following steps:
2023. If the mobile phone connection fails, prompting the operator to check the configuration file and the mobile phone setting and reattempting the connection.
2024. And after the mobile phone is successfully connected, the monitoring equipment starts to execute the monitoring task according to the operation control parameters in the configuration file.
2025. And after each monitoring task is executed, automatically outputting a monitoring result to a monitoring report.
2026. And judging whether the monitoring tasks are completely finished, if not, continuing the step 2027, and otherwise, entering the step 2028 to finish monitoring.
2027. The next monitoring task is acquired and executed, and returns to step 2025.
2028. And finishing monitoring.
Wherein, a monitoring task may refer to monitoring a service number, obtaining customer service response information of the service number and outputting a monitoring result to a monitoring report.
As shown in fig. 6, a schematic flow chart of an automatic monitoring process for a single micro signal service signal is provided in this embodiment. Take the example of performing customer service quality monitoring on Tencent Wang card WeChat service signal once. The method specifically comprises the following steps:
Step 2034, the monitoring device controls the mobile terminal to scroll the screen in the public number window, and searches and clicks the name of the WeChat service number corresponding to the current monitoring task. For example, the service number "wang card assistant" of the tengcong king card is currently being monitored, and then the "wang card assistant" is searched and clicked into.
Step 2036, after the monitoring device controls the mobile terminal to enter the service number window of the "Wangka Assistant", the keyboard is searched and clicked, and the text interaction mode is entered.
If a timeout (the timeout time is defined in the parameter < parameter name ═ MaxWaitTime "value ═ 180"/>), the wechat service number name, the timeout time is recorded, step 20312.
The monitoring processing method for customer service quality provided by the embodiment can carry out whole-course unattended, irregular or periodic customer service quality spot check and assessment on the WeChat service number corresponding to the Internet package product of the operator; the method can ensure the increasingly-increasing customer service quality of the WeChat service numbers of the operators with the lowest management cost, thereby improving the customer service experience and reducing the customer complaints; under the large environment that the internet package products of each operator compete and become white, the competitiveness of the internet package products of the enterprise can be effectively improved.
It should be noted that the respective implementable modes in the present embodiment may be implemented individually, or may be implemented in combination in any combination without conflict, and the present application is not limited thereto.
The monitoring processing method for customer service quality provided by the embodiment can carry out whole-course unattended, irregular or periodic customer service quality spot check and assessment on the WeChat service number corresponding to the Internet package product of the operator; the method can ensure the increasingly-increasing customer service quality of the WeChat service numbers of the operators with the lowest management cost, thereby improving the customer service experience and reducing the customer complaints; under the large environment that the internet package products of each operator compete and become white, the competitiveness of the internet package products of the enterprise can be effectively improved.
EXAMPLE III
The embodiment provides a monitoring processing method of customer service quality, which is used for automatically monitoring the customer service quality of customer service staff. The execution subject of the embodiment is a monitoring processing device of customer service quality, and the device can be arranged in a mobile terminal.
As shown in fig. 7, a schematic flow chart of a method for monitoring and processing customer service quality provided in this embodiment is shown, where the method includes:
And step 302, the mobile terminal acquires and returns customer service response information of the target service number corresponding to the control instruction according to the control instruction, so that the monitoring equipment generates a monitoring result according to the customer service response information.
It should be noted that specific operations of each step in this embodiment have been described in detail in the first embodiment or the second embodiment, and are not described again here.
According to the monitoring processing method for the customer service quality, the monitoring device sends the control instruction to the mobile terminal, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring device generates the monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of the customer service staff is realized, the monitoring efficiency is effectively improved, and the labor cost of the monitoring is reduced.
Example four
The present embodiment further supplements and explains the method provided in the third embodiment.
On the basis of the third embodiment, optionally, the receiving, by the mobile terminal, the control instruction sent by the monitoring device, and obtaining and returning the customer service response information of the target service number corresponding to the control instruction according to the control instruction includes:
the mobile terminal receives a service number opening instruction sent by the monitoring equipment, wherein the service number opening instruction comprises identification information of a target service number;
the mobile terminal opens the target service number according to the service number opening instruction;
the method comprises the steps that a mobile terminal receives a character interaction mode switching instruction sent by monitoring equipment;
the mobile terminal is switched into a character interaction mode according to the character interaction mode switching instruction;
the method comprises the steps that a mobile terminal receives a customer service switching instruction sent by monitoring equipment;
the mobile terminal sends a customer service switching request to a server corresponding to the target service number according to the customer service switching instruction, so that the server corresponding to the target service number is switched into a manual customer service mode according to the customer service switching request, and returns customer service response information;
the mobile terminal receives customer service response information returned by the server corresponding to the target service number;
and the mobile terminal returns the customer service response information of the target service number to the monitoring equipment.
Optionally, before the mobile terminal receives the service number opening instruction sent by the monitoring device, the method further includes:
the method comprises the steps that a mobile terminal receives a client starting instruction sent by monitoring equipment;
the mobile terminal starts the client according to the client starting instruction;
the mobile terminal receives a public number opening instruction sent by the monitoring equipment;
and the mobile terminal enters a public number interface according to the public number opening instruction, and the public number interface comprises one or more service numbers to be monitored.
It should be noted that the respective implementable modes in the present embodiment may be implemented individually, or may be implemented in combination in any combination without conflict, and the present application is not limited thereto.
The monitoring processing method for customer service quality provided by the embodiment can carry out whole-course unattended, irregular or periodic customer service quality spot check and assessment on the WeChat service number corresponding to the Internet package product of the operator; the method can ensure the increasingly-increasing customer service quality of the WeChat service numbers of the operators with the lowest management cost, thereby improving the customer service experience and reducing the customer complaints; under the large environment that the internet package products of each operator compete and become white, the competitiveness of the internet package products of the enterprise can be effectively improved.
EXAMPLE five
The present embodiment provides a monitoring processing apparatus for customer service quality, which is used to execute the method of the first embodiment.
Fig. 8 is a schematic structural diagram of a customer service quality monitoring processing apparatus according to this embodiment. The monitoring processing device 50 for customer service quality includes a first sending module 51, a first receiving module 52 and a first processing module 53.
The first sending module 51 is configured to, after the monitoring device is successfully connected with the mobile terminal, send a control instruction to the mobile terminal by the monitoring device, so that the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction; the first receiving module 52 is configured to receive, by the monitoring device, customer service response information returned by the mobile terminal; the first processing module 53 is configured to generate a monitoring result according to the customer service response information by the monitoring device.
The specific manner in which the respective modules perform operations has been described in detail in relation to the apparatus in this embodiment, and will not be elaborated upon here.
According to the monitoring processing device for the customer service quality, the monitoring device sends the control instruction to the mobile terminal, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring device generates the monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of the customer service staff is realized, the monitoring efficiency is effectively improved, and the labor cost of the monitoring is reduced.
EXAMPLE six
The present embodiment further supplements the apparatus provided in the fifth embodiment to perform the method provided in the second embodiment.
On the basis of the fifth embodiment, optionally, the first sending module is specifically configured to:
the monitoring equipment sends a service number opening instruction to the mobile terminal so that the mobile terminal opens a target service number according to the service number opening instruction, wherein the service number opening instruction comprises identification information of the target service number;
the monitoring equipment sends a character interaction mode switching instruction to the mobile terminal so that the mobile terminal is switched into a character interaction mode according to the character interaction mode switching instruction;
and the monitoring equipment sends a customer service switching instruction to the mobile terminal so that the mobile terminal sends a customer service switching request to a server corresponding to the target service number according to the customer service switching instruction and returns customer service response information of the target service number.
Optionally, the first sending module is further configured to:
the monitoring equipment sends a client starting instruction to the mobile terminal so that the mobile terminal starts the client according to the client starting instruction;
the monitoring equipment sends a public number opening instruction to the mobile terminal so that the mobile terminal enters a public number interface according to the public number opening instruction, and the public number interface comprises one or more service numbers to be monitored.
Optionally, the first processing module is further configured to:
if the monitoring equipment does not receive the customer service response information of the target service number within the preset time, determining that the customer service response of the target service number is overtime, and recording the overtime information of the target service number, wherein the overtime information comprises the identification information of the target service number and the corresponding overtime.
Optionally, the number of the target service numbers is multiple, and the customer service response information includes customer service identification and reply time; the first processing module is specifically configured to:
and the monitoring equipment generates a monitoring report according to the customer service response information and the overtime information of each target service number.
The specific manner in which the respective modules perform operations has been described in detail in relation to the apparatus in this embodiment, and will not be elaborated upon here.
It should be noted that the respective implementable modes in the present embodiment may be implemented individually, or may be implemented in combination in any combination without conflict, and the present application is not limited thereto.
According to the monitoring processing device for the customer service quality, the monitoring equipment sends the control instruction to the mobile terminal, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring equipment generates the monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of the customer service personnel is realized, the monitoring efficiency is effectively improved, and the labor cost of the monitoring is reduced.
EXAMPLE seven
The present embodiment provides a monitoring processing apparatus for customer service quality, which is used to execute the method of the third embodiment.
Fig. 9 is a schematic structural diagram of a customer service quality monitoring processing apparatus according to this embodiment. The monitoring processing device 70 for customer service quality includes a second receiving module 71, a second processing module 72 and a second sending module 73.
The second receiving module 71 is configured to receive, by the mobile terminal, a control instruction sent by the monitoring device after the mobile terminal is successfully connected with the monitoring device; the second processing module 72 is configured to obtain, by the mobile terminal according to the control instruction, customer service response information of a target service number corresponding to the control instruction; the second sending module 73 is configured to send the customer service response information to the monitoring device by the mobile terminal, so that the monitoring device generates a monitoring result according to the customer service response information.
The specific manner in which the respective modules perform operations has been described in detail in relation to the apparatus in this embodiment, and will not be elaborated upon here.
According to the monitoring processing device for the customer service quality, the monitoring device sends the control instruction to the mobile terminal, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring device generates the monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of the customer service staff is realized, the monitoring efficiency is effectively improved, and the labor cost of the monitoring is reduced.
Example eight
The present embodiment further supplements the apparatus provided in the seventh embodiment to perform the method provided in the fourth embodiment.
On the basis of the seventh embodiment, optionally, the second receiving module is specifically configured to receive, by the mobile terminal, a service number opening instruction sent by the monitoring device, where the service number opening instruction includes identification information of a target service number;
the second processing module is specifically used for opening the target service number by the mobile terminal according to the service number opening instruction;
the second receiving module is specifically used for the mobile terminal to receive a character interaction mode switching instruction sent by the monitoring equipment;
the second processing module is specifically used for switching the mobile terminal into a character interaction mode according to the character interaction mode switching instruction;
the second receiving module is specifically used for receiving the customer service switching instruction sent by the monitoring equipment by the mobile terminal;
the second processing module is specifically used for sending a customer service switching request to a server corresponding to the target service number by the mobile terminal according to the customer service switching instruction so as to switch the server corresponding to the target service number into a manual customer service mode according to the customer service switching request and return customer service response information;
the second receiving module is specifically used for receiving customer service response information returned by the server corresponding to the target service number by the mobile terminal;
and the second processing module is specifically used for returning the customer service response information of the target service number to the monitoring equipment by the mobile terminal.
Optionally, the second receiving module is specifically configured to receive, by the mobile terminal, a client start instruction sent by the monitoring device;
the second processing module is specifically used for the mobile terminal to start the client according to the client starting instruction;
the second receiving module is specifically used for receiving the public number opening instruction sent by the monitoring equipment by the mobile terminal;
and the second processing module is specifically used for enabling the mobile terminal to enter a public number interface according to the public number opening instruction, and the public number interface comprises one or more service numbers to be monitored.
The specific manner in which the respective modules perform operations has been described in detail in relation to the apparatus in this embodiment, and will not be elaborated upon here.
It should be noted that the respective implementable modes in the present embodiment may be implemented individually, or may be implemented in combination in any combination without conflict, and the present application is not limited thereto.
According to the monitoring processing device for the customer service quality, the monitoring equipment sends the control instruction to the mobile terminal, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring equipment generates the monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of the customer service personnel is realized, the monitoring efficiency is effectively improved, and the labor cost of the monitoring is reduced.
Example nine
The present embodiment provides a monitoring device, configured to perform the method provided in the first embodiment or the second embodiment.
As shown in fig. 10, a schematic structural diagram of the monitoring device provided in this embodiment is shown. The monitoring device 90 includes: at least one processor 91 and memory 92;
the memory stores a computer program; at least one processor executes the computer program stored in the memory to implement the methods provided by the above-described embodiments.
According to the monitoring device of the embodiment, the control instruction is sent to the mobile terminal through the monitoring device, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring device generates the monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of the customer service staff is realized, the monitoring efficiency is effectively improved, and the labor cost of the monitoring is reduced.
Example ten
The present embodiment provides a mobile terminal, configured to execute the method provided in the third embodiment or the fourth embodiment.
As shown in fig. 11, a schematic structural diagram of the mobile terminal provided in this embodiment is shown. The mobile terminal 100 includes: a processor 1001 and a memory 1002.
The memory stores a computer program; the processor executes the computer program stored in the memory to implement the method provided in the third embodiment or the fourth embodiment.
According to the mobile terminal of the embodiment, the monitoring device sends the control instruction to the mobile terminal, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring device generates the monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of customer service personnel is realized, the monitoring efficiency is effectively improved, and the labor cost of the monitoring is reduced.
EXAMPLE eleven
The present embodiment provides a computer-readable storage medium, in which a computer program is stored, and the computer program is executed to implement the method provided in the first embodiment or the second embodiment.
According to the computer-readable storage medium of the embodiment, the monitoring device sends the control instruction to the mobile terminal, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring device generates the monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of the customer service staff is realized, the monitoring efficiency is effectively improved, and the labor cost of the monitoring is reduced.
Example twelve
The present embodiment provides a computer-readable storage medium, in which a computer program is stored, and the computer program is executed to implement the method provided in the third embodiment or the fourth embodiment.
According to the computer-readable storage medium of the embodiment, the monitoring device sends the control instruction to the mobile terminal, the mobile terminal obtains and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the monitoring device generates the monitoring result according to the customer service response information, so that the automatic monitoring of the customer service quality of the customer service staff is realized, the monitoring efficiency is effectively improved, and the labor cost of the monitoring is reduced.
In the several embodiments provided in the present application, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, or in a form of hardware plus a software functional unit.
The integrated unit implemented in the form of a software functional unit may be stored in a computer readable storage medium. The software functional unit is stored in a storage medium and includes several instructions to enable a computer device (which may be a personal computer, a server, or a network device) or a processor (processor) to execute some steps of the methods according to the embodiments of the present application. And the aforementioned storage medium includes: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.
It is obvious to those skilled in the art that, for convenience and simplicity of description, the foregoing division of the functional modules is merely used as an example, and in practical applications, the above function distribution may be performed by different functional modules according to needs, that is, the internal structure of the device is divided into different functional modules to perform all or part of the above described functions. For the specific working process of the device described above, reference may be made to the corresponding process in the foregoing method embodiment, which is not described herein again.
Finally, it should be noted that: the above embodiments are only used for illustrating the technical solutions of the present application, and not for limiting the same; although the present application has been described in detail with reference to the foregoing embodiments, it should be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some or all of the technical features may be equivalently replaced; and the modifications or the substitutions do not make the essence of the corresponding technical solutions depart from the scope of the technical solutions of the embodiments of the present application.
Claims (10)
1. A monitoring processing method for customer service quality is characterized by comprising the following steps:
after the monitoring equipment is successfully connected with the mobile terminal, the monitoring equipment sends a control instruction to the mobile terminal so that the mobile terminal acquires and returns customer service response information of a target service number corresponding to the control instruction according to the control instruction;
the monitoring equipment receives the customer service response information returned by the mobile terminal;
the monitoring equipment generates a monitoring result according to the customer service response information;
the monitoring device sends a control instruction to the mobile terminal, and the control instruction comprises the following steps:
the monitoring equipment sends a service number opening instruction to the mobile terminal so that the mobile terminal opens the target service number according to the service number opening instruction, wherein the service number opening instruction comprises identification information of the target service number;
the monitoring equipment sends a character interaction mode switching instruction to the mobile terminal so that the mobile terminal is switched into a character interaction mode according to the character interaction mode switching instruction;
and the monitoring equipment sends a customer service switching instruction to the mobile terminal so that the mobile terminal sends a customer service switching request to a server corresponding to the target service number according to the customer service switching instruction and returns customer service response information of the target service number.
2. The method according to claim 1, wherein before the monitoring device sends a service number open instruction to the mobile terminal, the method further comprises:
the monitoring equipment sends a client starting instruction to the mobile terminal so that the mobile terminal starts a client according to the client starting instruction;
the monitoring equipment sends a public number opening instruction to the mobile terminal so that the mobile terminal enters a public number interface according to the public number opening instruction, and the public number interface comprises one or more service numbers to be monitored.
3. The method of claim 1, wherein after the monitoring device sends a service switching instruction to the mobile terminal, the method further comprises:
if the monitoring equipment does not receive the customer service response information of the target service number within the preset time, determining that the customer service response of the target service number is overtime, and recording the overtime information of the target service number, wherein the overtime information comprises the identification information of the target service number and the corresponding overtime.
4. The method of claim 3, wherein the number of the target service numbers is multiple, and the customer service response message comprises a customer service identifier and a reply time;
the monitoring device generates a monitoring result according to the customer service response information, and the monitoring result comprises the following steps:
and the monitoring equipment generates a monitoring report according to the customer service response information and the overtime information of each target service number.
5. A monitoring processing method for customer service quality is characterized by comprising the following steps:
after the mobile terminal is successfully connected with the monitoring equipment, the mobile terminal receives a control instruction sent by the monitoring equipment;
the mobile terminal acquires and returns customer service response information of a target service number corresponding to the control instruction according to the control instruction, so that the monitoring equipment generates a monitoring result according to the customer service response information;
the mobile terminal receives the control instruction sent by the monitoring equipment, and acquires and returns the customer service response information of the target service number corresponding to the control instruction according to the control instruction, and the method comprises the following steps:
the mobile terminal receives a service number opening instruction sent by the monitoring equipment, wherein the service number opening instruction comprises identification information of the target service number;
the mobile terminal opens the target service number according to the service number opening instruction;
the mobile terminal receives a character interaction mode switching instruction sent by the monitoring equipment;
the mobile terminal is switched into a character interaction mode according to the character interaction mode switching instruction;
the mobile terminal receives a customer service switching instruction sent by the monitoring equipment;
the mobile terminal sends a customer service switching request to a server corresponding to the target service number according to the customer service switching instruction, so that the server corresponding to the target service number is switched into a manual customer service mode according to the customer service switching request, and customer service response information is returned;
the mobile terminal receives customer service response information returned by the server corresponding to the target service number;
and the mobile terminal returns the customer service response information of the target service number to the monitoring equipment.
6. The method according to claim 5, wherein before the mobile terminal receives the service number opening instruction sent by the monitoring device, the method further comprises:
the mobile terminal receives a client starting instruction sent by the monitoring equipment;
the mobile terminal starts a client according to the client starting instruction;
the mobile terminal receives a public number opening instruction sent by the monitoring equipment;
and the mobile terminal enters a public number interface according to the public number opening instruction, wherein the public number interface comprises one or more service numbers to be monitored.
7. A monitoring processing device for customer service quality is characterized by comprising:
the monitoring equipment sends a control instruction to the mobile terminal after the monitoring equipment is successfully connected with the mobile terminal, so that the mobile terminal obtains and returns customer service response information of a target service number corresponding to the control instruction according to the control instruction;
the first receiving module is used for receiving the customer service response information returned by the mobile terminal by the monitoring equipment;
the first processing module is used for generating a monitoring result by the monitoring equipment according to the customer service response information;
the first sending module is specifically configured to: the monitoring equipment sends a service number opening instruction to the mobile terminal so that the mobile terminal opens the target service number according to the service number opening instruction, wherein the service number opening instruction comprises identification information of the target service number;
the monitoring equipment sends a character interaction mode switching instruction to the mobile terminal so that the mobile terminal is switched into a character interaction mode according to the character interaction mode switching instruction;
and the monitoring equipment sends a customer service switching instruction to the mobile terminal so that the mobile terminal sends a customer service switching request to a server corresponding to the target service number according to the customer service switching instruction and returns customer service response information of the target service number.
8. A monitoring processing device for customer service quality is characterized by comprising:
the second receiving module is used for receiving the control instruction sent by the monitoring equipment by the mobile terminal after the mobile terminal is successfully connected with the monitoring equipment;
the second processing module is used for the mobile terminal to obtain the customer service response information of the target service number corresponding to the control instruction according to the control instruction;
the second sending module is used for sending the customer service response information to the monitoring equipment by the mobile terminal so that the monitoring equipment generates a monitoring result according to the customer service response information;
the second receiving module and the second processing module are specifically configured to: the mobile terminal receives a service number opening instruction sent by the monitoring equipment, wherein the service number opening instruction comprises identification information of the target service number;
the mobile terminal opens the target service number according to the service number opening instruction;
the mobile terminal receives a character interaction mode switching instruction sent by the monitoring equipment;
the mobile terminal is switched into a character interaction mode according to the character interaction mode switching instruction;
the mobile terminal receives a customer service switching instruction sent by the monitoring equipment;
the mobile terminal sends a customer service switching request to a server corresponding to the target service number according to the customer service switching instruction, so that the server corresponding to the target service number is switched into a manual customer service mode according to the customer service switching request, and customer service response information is returned;
the mobile terminal receives customer service response information returned by the server corresponding to the target service number;
and the mobile terminal returns the customer service response information of the target service number to the monitoring equipment.
9. A monitoring device, comprising: at least one processor and memory;
the memory stores a computer program; the at least one processor executes the memory-stored computer program to implement the method of any of claims 1-4.
10. A mobile terminal, comprising: at least one processor and memory;
the memory stores a computer program; the at least one processor executes the memory-stored computer program to implement the method of any of claims 5-6.
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