JP2910795B2 - Telemarketing service method - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telemarketing service system, and more particularly, to a system for providing services between a customer and each person in charge of an extension of an exchange. The present invention relates to a system for performing services.

When it is necessary to have a conversation between a customer connected to an existing network or ISDN (Integrated Services Communication Network) and a person in charge at each sales floor, for example, a department store, the exchange uses signals from both telephones. Exchange and connect to the target phone. In this case, in particular, the department store staff may provide a transmission service such as introduction of a new product to the customer, or provide a reception service such as an inquiry of a shopping product from the customer. A service that performs telephone correspondence while referring to information on a screen is referred to as a telemarketing service. In such a system, there is a demand for a service that eliminates annoyance for a customer and performs a service as smoothly as possible.

[0003]

2. Description of the Related Art FIG. 8 is a block diagram showing an example of a conventional system. In the figure, a customer telephone 2 connected to an existing network 1
Alternatively, the customer telephone 4 connected to the ISDN 3
The person in charge through the extension phone 7 _1, 7 _2, ..., 8 _1,
8 ₂ ,... In this case, in the telemarketing service as described above, the person in charge at the department store is the service person in charge of the transmission system (extension telephones 7 ₁ , 7 ₂ ,
…) And an incoming call service person (extension telephones 8 ₁ , 8 ₂ ,
…).

Here, in the terminating service, for example, when a call is made from the customer's telephone 2, exchange processing is performed in the exchange 5 and connected to the control unit 6. Is transferred to a desired incoming call service person, and the customer and the person in charge (for example, the extension telephone 8 ₁ ) have a conversation. In a system using the DIL (Direct In Line) function of the exchange 5 without using a switchboard, when a customer inputs a telephone number addressed to a desired person, the corresponding person is connected to the customer. It is.

On the other hand, in the originating system services, for example, extension telephone 7 ₁ personnel makes a call to the customer of customer telephone 4 is connected exchange processing is performed by the exchange 5 to the customer phone 4 You. Here, the person in charge talks to the customer and introduces new products.

In the above-mentioned conventional example, the outgoing service person and the incoming service person are fixedly assigned in advance when the system is constructed, and once the service operation is started, the assigned persons correspond. .

[0007]

In the prior art, the outgoing service clerk and the incoming service clerk are fixedly assigned in advance as described above. For example, if the incoming service becomes congested, The customer's request is rejected due to busy or the like, and there is a problem that the serviceability to the customer is reduced.

[0008] According to the present invention, the assignment of the outgoing service rep and the incoming service rep is changed according to the operation situation.
An object of the present invention is to provide a telemarketing system that can improve serviceability for customers.

[0009]

FIG. 1 is a diagram illustrating the principle of the present invention. In the figure, reference numeral 13 denotes a disk, which is a name of each person in charge of performing a transmission system service from a person in charge to a customer and an extension telephone number thereof, and each person in charge of performing a reception system service by receiving a call from the customer to each person in charge. The name and its extension telephone number are registered in advance. 14 is an information processing device,
Incoming service section 15 ₂ that selects the corresponding incoming service person from disk 13 in response to an incoming call to customer's exchange 10 and instructs the incoming incoming service person to receive an incoming call.
When an originating system service unit 15 ₁ by selecting the appropriate outgoing system service personnel from the disk perform call instruction to the appropriate outgoing system service personnel, the assignment of outgoing system disk service personnel and called system service personnel change And a registration processing unit 17. Reference numeral 18 denotes a control unit which, when the amount of incoming traffic from the customer exceeds the first threshold, changes the assignment of the outgoing service person of the disk to the incoming service person, and the incoming traffic amount is equal to or less than the second threshold value. In this case, the registration processing unit 17 is controlled so that the incoming service person of the disk is assigned to the outgoing service person.

[0010]

[Action] to the disc 13 registered in advance originating system and the service person in charge and the extension telephone number of the receiving system as database information, call system service at call system service unit 15 ₂ of the information processing apparatus 14 the performed, perform call system service at transmitting system service unit 15 _1. In this case, the control unit 18 monitors the amount of incoming traffic from the customer, and when the amount of incoming traffic exceeds the first threshold value, changes the assignment of the outgoing service person in the disk 13 to the incoming service person. If the value is equal to or less than the second threshold value, the incoming service manager of the disk is reassigned to the outgoing service manager. As a result, especially in the terminating service, even if the user is congested, the customer does not have to wait, and the serviceability can be improved.

[0011]

FIG. 2 is a block diagram showing an embodiment of the present invention. In FIG. 2, parts having the same functions as those shown in FIG. In FIG. 2, reference numeral 10 denotes an exchange, which is an existing network 1, ISDN
Exchange processing between the network 3 and the extension telephones 7 ₁ , 7 ₂ ,..., 8 ₁ , 8 ₂ ,. 11 ₁ , 11 ₂ , ..., 12 ₁ , 12
₂ ,... Are displays, and each extension phone 7 ₁ , 7 ₂ ,
..., 8 _1, 8 _2, is provided corresponding to .... Numeral 13 denotes a disk, which is a representative list A as shown in FIG. 3 (consisting of the name of an outgoing service person and its extension telephone number, the name of an incoming service person and its extension telephone number), and an outgoing correspondence customer information list B ₁ and incoming system corresponding customer information list B
₂ (in each case, customer name and its address, telephone number, merchandise at the last shopping, etc.) are stored in advance in database information.

Reference numeral 14 denotes an information processing apparatus, which includes a transmission service unit 15 ₁ , a reception service unit 15 ₂ , a queue management unit 16,
The registration processing unit 17 performs information processing based on database information stored in the disk 13. A control unit (processor) 18 is connected between the exchange 10 and the information processing device 14 and controls the entire system.

Next, the operation of the present invention will be described with reference to the schematic operation diagram shown in FIG. 3 and the operation flowcharts shown in FIGS.

First, a transmission service will be described.
At the originating system service unit 15 ₁ of the information processing apparatus 14 performs a read of the person-in-charge list (originating system) A disk 13 (representative selection) (step 50 in FIG. 4), followed by determining the presence or absence of the appropriate personnel (step 51 in FIG. 4), when present (e.g. extension telephones 7 ₁ rep) selects consists customer information list (originating system corresponding) B ₁ subjected to the service customer (e.g. phone 2 customers) (Step 52 in FIG. 4), a calling operation is started for the exchange 10 (Step 53 in FIG. 4). When the customer answers, the extension phone 7 ₁
Of the person in charge of the display 11 ₁ Display the customer information of the customer, the person in charge do customers and conversation to see the customer information that is displayed on the display 11 _1. Such an originating service is performed periodically.

Next, the terminating service will be described.
Customers a, b,... Connected to the existing network 1 or ISDN network 3
If there is sequential originating call from, and switch 10 that has received a call from the network to transfer the call to the incoming call system service unit 15 ₂ and the queue management unit 16 of the information processing apparatus 14. The queue management unit 16 temporarily registers the incoming calls from the customers a, b,... In the waiting queue, and increments (counts) the waiting time of all registered customers (step 60 in FIG. 5).
The wait time ta of the customer a is set to the maximum wait time (step 61 in FIG. 5), and this is written in the area 16a. Subsequently, the queue is read from the head (step 70 in FIG. 6), and it is determined whether or not there is a request (step 71 in FIG. 6).

[0016] The top The called-based service unit 15 ₂ of the customer a
Caller number (if there is no caller number, a request is issued to the customer to input the corresponding additional information, and the additional information sent from the customer). select incoming system) reads the a Te personnel (eg extension telephone 8 ₁ rep) (step 72 in FIG. 6), to determine the presence or absence of personnel (step 7 of FIG. 6
3), to determine the customer information for the customer a customer information list (called system response) B ₂ (step 74 in FIG. 6),
Displaying customer information is provided corresponding to the corresponding user on the display 12 _1. Subsequently, the information processing apparatus 14 performs a incoming requests to the extension telephone ₈₁ personnel to the exchange 10 (step 75 in FIG. 6), deletes the corresponding request customers a from the queue (step 76 in FIG. 6) . Exchange 10
Performs a call to the person in charge, the extension telephone ₈₁ personnel to start a conversation with the customer a based on customer information displayed on the display 12 ₁ performs a response.

The queue reading in step 70 of FIG. 6 is performed periodically, and when the receiving service for the customer a at the head request is completed, the receiving service for the customer b is started. The service is performed similarly.

In the registration processing unit 17, the maximum waiting time ta written in the area 16a by the queue management unit 16 is set.
Are compared with the first allowable time (= t1) and the predetermined period is a first threshold value for the congestion state determination previously set in the area 16b and. (Step 80 in FIG. 7). For example, the number of requesting customers increases and the incoming service becomes congested, and the maximum waiting time ta written in the area 16a is reduced to the area 16b.
And exceeds the allowable waiting time t1 (Step 7 80
NO ). As a result, the registration processing unit 17 sets the disk 1
The caller service staff in the staff list A in FIG. 3 is temporarily changed to the callee service staff to increase the number of callee service personnel (arrow Q ₁ in FIG. 3, step 81 in FIG. 7). . Thereafter, the queue management unit 16 is instructed to register the requested customer in the queue (step 8 in FIG. 7).
2).

On the other hand, if the number of requested customers is relatively large, although not as much as the above-mentioned congestion state, in step 80 of FIG.
It is determined as ES . Then, wait for this top request customer
Time ta is a second threshold value preset in area 16c.
It is determined whether or not a second allowable time (= t2 ) (smaller than the allowable time t1 set in the area 16b) has been exceeded (step 83 in FIG. 7). Is relatively large), an instruction is given to register a new requesting customer in the queue without changing the person assignment (step 82 in FIG. 7). That is, although the number of requested customers is relatively large, the congestion state has not yet been reached. Therefore, the incoming call service is continued with the number of incoming service personnel without increasing the number of incoming service personnel.

Conversely to the above congestion state, if the number of requested customers is small, NO is determined in step 83 of FIG.
In 3 personnel list A in the incoming system service personnel temporarily assigned change the outgoing system service personnel, increase the outgoing Coefficient service representative (arrow Q ₂ in FIG. 3, step 84 in FIG. 7) . Thereafter, an instruction is made to register the requesting customer in the queue (step 82 in FIG. 7).

As described above, according to the present invention, the waiting time ta of the customer which increases or decreases according to the incoming traffic volume of the requesting customer , the first
And the first allowable waiting time t1, which is the second threshold, and the second
You determine whether a congestion state of the incoming system services by determining the magnitude of the allowable waiting time t2. And when waiting
During ta allowable wait if it exceeds the time t1 to change assigned to the incoming system service personnel originating system service representative determines that the congestion state, if the waiting time ta is within the allowable waiting time t2 to the incoming system service It is determined that there is enough time, and the incoming service person is assigned to the outgoing service person. In this way, especially in the terminating service, the customer does not have to wait even if the state becomes congested, and the serviceability can be improved as compared with the conventional example.

[0022]

According to the present invention, the allocation of service personnel for the disk transmission system and the reception system is changed according to the amount of incoming traffic from the customer. Even after that, customers will not have to wait, and serviceability can be improved.

[Brief description of the drawings]

FIG. 1 is a diagram illustrating the principle of the present invention.

FIG. 2 is a block diagram of one embodiment of the present invention.

FIG. 3 is an operation schematic diagram of the present invention.

FIG. 4 is a flowchart of an originating service operation according to the present invention.

FIG. 5 is a flowchart of a queue management operation according to the present invention.

FIG. 6 is a flowchart of a terminating service operation in the present invention.

FIG. 7 is a flowchart of a registration processing operation in the present invention.

FIG. 8 is a block diagram of an example of the related art.

[Explanation of symbols]

2, 4 customer telephones 7 ₁ , 7 ₂ ,... Extension telephones of outgoing service personnel 8 ₁ , 8 ₂ ,... Extension telephones of incoming call service personnel 10 exchange 13 disk 14 information processing device 15 ₁ transmission system service unit 15 ₂ Incoming service unit 16 Queue management unit 16a, 16b, 16c Area in queue management unit 17 Registration processing unit 18 Control unit (processor) A Person in charge list

Claims (2)

(57) [Claims] 1. A system for performing a service between each person in charge of the customer and the exchange-flight extension, and each person's name and the extension phone number make outgoing system service by calling to the customer from the person in charge, from the customer and disk that has been registered in advance and the person's name and telephone extension performs call system service by an incoming call to the person in charge, the disk or al relevant call system service by an incoming against the exchange of the customer Incoming service section that selects the person in charge and instructs the corresponding incoming service person to receive a call, and outgoing service that selects the corresponding outgoing service person from the disk and instructs the outgoing service person to transmit.
And parts, and the information processing equipment and a registration processing unit for changing the allocation of the outgoing system service personnel and called system service personnel of the disk, is provided and a control unit for controlling the entire system, the control similar parts, inbound traffic from the customer to change assigned to the originating system service representative to call system service personnel when the disc beyond the first <br/> threshold amount the incoming traffic of the second The telemarketing service system, wherein the registration processing unit is controlled so that the reception service person of the disk is changed to the transmission service person when the value is equal to or less than the threshold value. Wherein the information processing unit is provided further <br/> queue manager periodically counting the waiting time for incoming customer sequentially registered in the queue management unit, the head of the customer The waiting time is set to the maximum waiting time, and the maximum waiting time and the first and second threshold values of the first and second thresholds are set .
Comparing the second allowable waiting time, telemarketing services system of claim 1, wherein the performing the assignment changed in accordance with the comparison result.