为什么客户关系管理系统都带呼叫中心但功能很单一?

摘要:为什么市场上的客户关系管理软件系统大多带呼叫中心功能,但是功能却非常单一,一般仅仅是接听后统计一下电话量,外呼也最多只能点击外呼。那么有没有一款兼容自动外呼群呼功能强大,客户关系管理也强大的系统呢?

为什么客户关系管理系统都带呼叫中心但功能很单一?-上海米领通信

为什么市场上的客户关系管理软件系统大多带呼叫中心功能,但是功能却非常单一,一般仅仅是接听后统计一下电话量,外呼也最多只能点击外呼。那么有没有一款兼容自动外呼群呼功能强大,客户关系管理也强大的系统呢?

  想要突破这个技术瓶颈,首先需要我们对电话线路非常清楚,电话线路有一个特性叫极性反转。此特性就是电信或移动的工作人员一般都不清楚的。

  那么什么是极性反转呢?极性反转是线路具备的一种特性,一般模拟线路是不具备的,手机卡/数字线路是具备此特性的。首先,此特性可精确判断对方的接听与否情况,当线路具备极性反转时,呼叫中心系统可以检测客户的操作,体现到程序上为:初始状态,极性反转信号值为0;客户摘机时,极性反转信号值为1;客户挂机时,极性反转信号值为2。

  其次,语音自动外呼都建议使用的线路带反极性信号,如果线路不带反极性信号会影响使用效果。例如语音按1键时,线路带极性反转特性,系统便可以在客户摘机时开始播放语音,如果不带极性反转,则客户接听时听到的语音不一定从头开始,也有可能延时播放,这种便会影响宣传效果。

  最后,再比如,群呼自动外呼后转人工接听,带极性反转时,只有客户摘机才需要座席接听,这时候便可增加并发数,大大提高效率,同时可以减少服务座席;如果不带极性反转,则每一通电话都需要座席人为去等待对方接听,如果此电话客户不接,则白白浪费等待时间。

  因此,对线路性质情况没有掌握透彻的软件型企业是开发不出群呼或自动外呼功能强大的呼叫中心系统的。

Why do most of the CRM software systems on the market have the call center function, but the function is very single. Generally speaking, it is only to count the number of calls after answering, and the caller can only click on the caller at most. Is there a system compatible with automatic outgoing calls and powerful CRM?

To break through this technical bottleneck, we first need to be very clear about the telephone line, the telephone line has a characteristic called polarity reversal. This characteristic is generally unclear to telecom or mobile workers.

So what is polarity inversion? Polarity inversion is a characteristic of the circuit, which is not available for analog circuits, and mobile card / digital circuits have this characteristic. First of all, this feature can accurately judge whether the other party's reception or not, when the line has polarity reversal, the call center system can detect the operation of customers, reflected in the program: the initial state, the polarity reversal signal value is 0; when the client is off, the polarity reversal signal value is 1; when the client hangs up, the polarity reversal signal value is 1. 2.

Secondly, the line with anti-polarity signal is recommended for automatic voice calls. If the line does not have anti-polarity signal, the effect will be affected. For example, when the voice press 1 key, the line with polarity reversal characteristics, the system can start playing voice when the client is off the phone, if not with polarity reversal, the voice that the client hears when answering does not necessarily start from scratch, it may also delay playing, this will affect the publicity effect.

Finally, for example, when a group call automatically calls out and then transfers to a manual answer, with polarity reversal, only the client disconnects from the phone and needs a seat to answer. This increases the number of concurrencies, greatly improves efficiency, and reduces the number of service seats; if no polarity reversal, each call requires a seat to wait for the other to answer. If the customer fails to answer the call, it will be a waste of waiting time.

Therefore, software-based enterprises that do not have a thorough understanding of the nature of the line can not develop a call center system with powerful functions of group call or automatic outgoing call.

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客户关系管理系统,呼叫中心客户关系管理系统,呼叫中心系统

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