JP3612640B2 - Telephone transaction support system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a telephone transaction support system for providing an operator with information related to a transaction with a customer during a conversation with the customer through a telephone. Specifically, the present invention objectively evaluates the actual situation of an operator's transaction. The present invention relates to a telephone transaction support system that can be used.
[0002]
[Prior art]
In recent years, it has been proposed to perform bank transactions (transfers, deposits, withdrawals, account confirmations, etc.) using telephones. In such a form of bank transaction, if the customer tells the bank to transfer the amount in his / her account, for example, from his / her account, he / she has to submit a document such as a transfer request form to the bank. In addition, bank transactions (transfer transactions) are executed in accordance with the transmitted contents.
[0003]
In addition, when talking to the customer through the telephone in this way, information related to the transaction with the customer (home loan, utility fee transfer, pension transfer, private car loan, funded time deposit, etc.) is provided to the operator. A system has also been proposed. In such a system, it is left to the operator who receives the call how to respond to the customer based on information provided from the system. In other words, when the system provides information on a mortgage suitable for a customer, for example, it is left to the operator whether or not to proceed with the transaction eagerly.
[0004]
[Problems to be solved by the invention]
When the system as described above is used, it is left to the operator to respond to the customer based on the information provided from the system, so the quality of service to the customer is affected by the operator's qualities and the mood of the day. Therefore, it is difficult for each operator to provide a uniform service to the customer.
[0005]
SUMMARY OF THE INVENTION An object of the present invention is to provide a telephone transaction support system that can provide a service related to a homogeneous transaction to each customer by each operator having a conversation with the customer through a telephone.
[0006]
[Means for Solving the Problems]
Accordingly, in order to solve the above-described problem, the present invention provides a telephone transaction for assisting an operator who has a conversation with a customer when performing a transaction by a conversation with the customer through a telephone, as described in claim 1. In the support system, Said Based on customer attribute information, search the database that stores product information Said client of attribute information By detecting that a product stored in association with is extracted, Said Determine that there is a product to recommend to the customer, Said By detecting that the operator has performed an operation to display product information by specifying any of the products displayed on the display device, Said For the customer the operator is talking to Specified above Judge that you explained the product, Said By detecting that the operator has performed an operation to search for product information, finger Defined Said The product Said It is determined that the product is extracted based on the operator's judgment, Said The operator Said By detecting that you have entered the transaction details of the product, Said Judging that the product transaction was successful, Said The operator Said By detecting that you entered the reason for refusing the product, Said The operator Said Judged that we took action if the product transaction was not successful, A determination result as to whether the product is a product extracted from the database as a product to be recommended to the customer or a product uniquely extracted by the operator, To customer Said Judgment result of whether or not the product has been explained, Judgment result of whether or not the transaction of the product is successful , Of the goods Depending on the outcome of the decision on whether or not a deal was taken, Said Determine the evaluation value to evaluate the content of the operator's response to the customer, Said Evaluation value Said As operator evaluation data Said An evaluation data generating unit is provided that stores the information in the storage device in association with the identification information of the operator.
[0007]
In such a system, based on the provided information, it is detected how the operator has responded to the customer via the telephone (actual condition of the response). Then, evaluation data is generated based on the detected actual condition of the reception.
Based on the evaluation data provided corresponding to each operator obtained in this way, the manager can educate the operator on the telephone so that uniform evaluation data can be obtained among the operators.
[0008]
The criteria for assigning evaluation data for the actual situation of telephone reception are appropriately determined based on the transaction mode in the industry (banking industry, etc.) to which the system is applied, the target quality of service, and the like. Further, as the evaluation data, score, rank, and other arbitrary information for evaluation can be used.
From the viewpoint that comprehensive evaluation can be performed from the operator's response to various transactions, the present invention provides the telephone transaction support system as described in claim 2, and further includes an evaluation data generated by the evaluation data generating means. Cumulative data generation means for obtaining a cumulative data by accumulating a predetermined number of data can be provided.
[0009]
In such a system, the quality of reception of each operator can be determined based on the accumulated data.
In addition, from the viewpoint that it is possible to inform the operator of the situation regarding the quality of reception, the present invention is further based on the accumulated data generated by the accumulated data generating means as described in claim 3. It can be configured to include a determination unit that performs appropriate / unsuitable determination, and a determination notification unit that notifies the operator of the determination result when the determination unit determines that the determination is inappropriate.
[0010]
In such a system, the operator who has received the determination notification can recognize that the customer service so far has not been appropriate.
Furthermore, from the viewpoint that the administrator can easily know the actual situation of the reception of each operator, the present invention provides the evaluation data generated by the evaluation data generation means as described in claim 4. And an evaluation data storage means for storing the data in association with each other, and a means for reading the evaluation data stored in the evaluation data storage means and outputting the evaluation data in association with the operator.
[0011]
In such a system, the administrator can easily know the actual situation of the telephone response to the customer of the operator by looking at the output evaluation data. And an appropriate operator can be trained based on the evaluation data.
Further, from the same viewpoint, as described in claim 5, the present invention further includes cumulative data storage means for storing the cumulative data generated by the cumulative data generation means in association with the operator. The telephone transaction storage means and the means for reading the accumulated data accumulated in the accumulated data accumulation means and outputting the accumulated data in correspondence with the operator can be provided.
[0012]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, an embodiment of the present invention will be described with reference to the drawings.
FIG. 3 shows a hardware configuration example of a telephone transaction support system that enables bank transactions to be performed by telephone (telephone banking).
In FIG. 3, a plurality of client terminals 10 (1),. . . 10 (n), 12 and 13 (1), 13 (2) are connected to the LAN. Each client terminal 10 (1),. . . 10 (n) is a terminal for receiving a telephone transaction from a customer, and is hereinafter referred to as a receiving terminal as appropriate. The client terminal 12 is a terminal for monitoring the system, and is hereinafter referred to as a monitoring terminal as appropriate. Each of the client terminals 13 (1) and 13 (2) is a terminal for approving the bank transaction accepted by each accepting terminal, and is hereinafter referred to as an approving terminal as appropriate.
[0013]
Furthermore, the database server 14, the printer unit 16, the communication server 18, and a voice response device (Voice Response). Unit : VRU) 22 is connected to the LAN. The database server 14 manages various files and the like shared in the system, and stores an operator management table 1 that describes evaluation information on the customer's customer response, which will be described later. The printer unit 16 is accessible at each client terminal and the database server 14 and prints out a transaction journal, a form, and the like. The communication server 18 is connected to a bank host computer, and transfers the contents of the transaction approved in the system to the host computer. The voice response device 22 has an automatic response function for a telephone call from a customer.
[0014]
The exchange 20 (PBX / ACD) connected to the public line 30 is connected to each reception terminal 10 (1),. . . 10 (n) and the voice response device 22 are connected. The exchange 20 connects an external call to the voice response device 22 in principle. In addition, the exchange 20 has an automatic call distribution function (ACD), and calls from outside are received by the receiving terminals 10 (1),. . . 10 (n).
[0015]
When a call from the outside is connected, the automatic answering device 22 performs a voice response according to a predetermined procedure. Each reception terminal 10 (1),. . . 10 (n) has a telephone communication function. And each reception terminal 10 (1),. . . 10 (n) operators (reception officers) call the telephone headsets 11 (1),. . . , 11 (n) is attached to answer the call from the customer.
[0016]
Each reception terminal 10 (1),. . . For example, 10 (n) is configured as shown in FIG.
In FIG. 4, the reception terminal has a control unit 101 including a so-called CPU, a memory unit 102, a display unit 103, an input unit 104, a disk unit 105, a LAN unit 106, a built-in telephone unit 107, and a CD-ROM drive unit 108. Yes. These units are connected via a system bus B.
[0017]
The control unit 101 controls the reception terminal as a whole, and executes a process related to reception in a telephone transaction and a process for evaluating and determining the response between the operator and the customer. The memory unit 102 includes a memory such as a RAM and a ROM, and stores programs to be executed by the control unit 101, necessary data obtained in the course of processing, and the like. The display unit 103 is composed of a CRT, LCD (liquid crystal display panel) or the like, and displays various guidance and scripts for the operator, information about customers, and the like. The input unit 104 includes a keyboard, a mouse, and the like, and is used by an operator (receptionist) to input information to the reception terminal.
[0018]
The LAN unit 106 is connected to the LAN and performs data communication with the LAN. The built-in telephone unit 107 (TAPI) is connected to the exchange 20 (PBX / ACD) and performs voice communication with the exchange 20. Further, a telephone headset 11 is connected to the built-in telephone unit 107, and an operator handles a telephone call from a customer via the telephone headset 11.
[0019]
The CD-ROM 200 stores a program in which processing relating to reception in telephone transactions and processing for evaluating and determining the response to the operator's customer are described. A program is installed in the disk unit 105 from the CD-ROM 200 set in the CD-ROM drive unit 108. Then, the program read from the disk unit 105 when the reception terminal is started up is stored in the memory unit 102. In this state, the control unit 101 (CPU) executes processing related to reception and processing for evaluating and determining the response to the customer of the operator according to the program stored in the memory unit 102.
[0020]
For example, the monitoring terminal 12 is configured as shown in FIG.
In FIG. 5, this monitoring terminal also has a control unit 111 (CPU), a memory unit 112, a display unit 113, an input unit 114, a disk unit 115, a LAN unit, which are connected to the system bus B, similarly to the above receiving terminals. 116 and a CD-ROM drive unit 117.
[0021]
The CD-ROM 201 stores a program describing processing relating to monitoring of the operator's telephone transaction status. This program is installed in the disk unit 115 via the CD-ROM drive unit 117 as described above. When the monitoring terminal is activated, the program read from the disk unit 115 is stored in the memory unit 112, and the control unit 111 (CPU) performs processing related to monitoring of the telephone transaction status of the operator according to this program. .
[0022]
In the system as described above, when a telephone call from a customer arrives at the exchange 20, the telephone is connected to the voice response device 22. Then, after the voice response device 22 performs voice processing on the telephone from the customer according to a predetermined procedure, when the customer desires a transaction by telephone, the telephone (call) from the customer is connected to a reception terminal. . When the built-in telephone unit 107 of the reception terminal receives a call (call) from the customer and the control unit 101 recognizes it, the control unit 101 starts processing related to reception work. The process related to the reception work includes a process for evaluating and determining the reception of the operator with the customer. This process is performed, for example, according to the procedure shown in FIG.
[0023]
In a situation where a conversation with the customer is being performed, the control unit 101 performs a process (identity confirmation process) for confirming whether or not the customer is registered as permitted for banking by telephone (S0). . Here, when the customer is registered as being permitted to perform bank transactions by telephone, the control unit 101 displays a guidance to input the transaction content on the screen of the display unit 103. The operator listens to the desired transaction (account transfer, etc.) to the customer according to this guidance, and inputs the transaction details (transaction type (account transfer, etc.), handling amount, person in charge of reception, etc.) using the input unit 104. To do.
[0024]
This transaction content is transmitted to the database server 14 and stored. The transaction content stored in the database server 14 is read by an approval terminal as appropriate, and an approval process for the transaction content is performed. Then, the contents of the approved transaction are further transferred to the host computer via the communication server 18. In the host computer, processing (account transfer etc.) with this transaction content is performed.
[0025]
On the other hand, the control unit 101 of the reception terminal where the operator handles telephone calls with the customer, the registered customer attributes (age, annual income, family structure, etc.) after the processing related to the actual transaction information as described above. Based on the database, the database server 14 is searched for a product suitable for the customer (housing loan, utility bill transfer, pension transfer, private car loan, funded time deposit, etc.) (S101). In the database server 14, products that are likely to be required according to customer attributes are collected in advance as a database (see, for example, Japanese Patent Application No. 8-173939).
[0026]
As a result of the above search, if there is a (suitable) product to be recommended to the customer (S102, YES), the control unit 10 displays the product as a display unit 10 3 On the display screen. In this state, the operator's response to the customer is evaluated as follows.
First, the display unit 10 3 When any of the products displayed on the screen is designated (such as a mouse operation), information (contents, features, etc.) related to the product is retrieved, and the information is displayed on the screen of the display unit 103. Then, the operator explains the product to the customer via the telephone based on the display information. Then, when a transaction relating to the product is established and the operator inputs the transaction content to the reception terminal, the transaction content is approved as described above, and then transferred to the host computer.
[0027]
When the operator performs such a response to the customer, the control unit 101 has performed an operation for selecting the displayed product (S103, YES) and an operation for inputting a transaction content related to the product ( Based on S104 (YES), for example, an evaluation score “+3” is given to the operator's response to the customer. That is, the evaluation score “+3” is stored in the memory unit 102 (S109).
[0028]
On the other hand, when the operator explains the product suitable for the customer, but the customer refuses the transaction related to the product, the operator further asks about the reason, other desired products, etc., and inputs information about the reason from the reception terminal Then, the reason and other desired products are stored in the database server 14 in association with the attributes of the customer.
When the operator responds to the customer as described above, the control unit 101 determines that the displayed product has been selected (S103, YES), and the transaction content has not been input (S104, NO). ) And an input operation such as the reason why the customer refused (S105, YES), for example, an evaluation score “0” is given to the operator's response to the customer. That is, the evaluation score “0” is stored in the memory unit 102 (S109).
[0029]
In addition, when the product explanation is performed as described above, but the reason is not heard from the customer when the transaction is not completed, the control unit 101 has performed an operation of selecting the displayed product ( S103, YES), responding to the operator's response to the customer based on the absence of the transaction content input operation (S104, NO) and the absence of the customer's input operation (S105, NO) For example, an evaluation score “−5” is given. That is, the evaluation score “−5” is stored in the memory unit 102 (S109).
[0030]
Furthermore, if a product recommended for a customer is displayed on the screen of the display unit 103 but the customer hangs up without performing a subsequent response with the customer, the control unit 101 selects the displayed product. Based on the absence of operation (S103, NO), for example, an evaluation point “−5” is given to the operator's response to the customer. That is, also in this case, the evaluation score “−5” is stored in the memory unit 102 (S109).
[0031]
As a result of the search in step S101, when there is no (suitable) product to be recommended to the customer (S102, NO), the operator's response to the customer is evaluated as follows.
First, there is no product that the system recommends to the customer, but when the operator performs an operation to specify product information (contents, features, etc.) that the operator has determined to be able to recommend based on information obtained from the conversation with the customer The control unit 101 reads the product information from the database server 14 and displays it on the display unit 103. In this state, the operator explains the product to the customer via the telephone based on the display information. Then, when a transaction relating to the product is established and the operator inputs the transaction content to the reception terminal, the transaction content is approved in the same manner as described above, and then transferred to the host computer.
[0032]
When the operator performs such a response to the customer, the control unit 101 has performed an operation for selecting the displayed product (S106, YES) and has performed an operation for inputting the transaction content related to the product ( Based on S107, YES), for example, “+8” points are stored in the memory unit 102 as evaluation points for the customer's customer response (S109).
[0033]
On the other hand, when the operator explains the product suitable for the customer, but the customer refuses the transaction related to the product, the operator further asks about the reason, other desired products, etc., and inputs information about the reason from the reception terminal Then, as described above, the reason and other desired products are stored in the database server 14 in association with the attributes of the customer.
[0034]
When the operator responds to the customer as described above, the control unit 101 determines that there is an operation for selecting the displayed product (S106, YES), and that there is no transaction content input operation (S107, NO). ) And an input operation such as the reason why the customer refused (S108, YES), for example, “+3” point is stored in the Mori unit 102 as an evaluation point of the customer's response to the customer (S109).
In addition, when the product explanation is performed as described above, but the reason is not heard from the customer when the transaction is not completed, the control unit 101 has performed an operation of selecting the displayed product ( S106, YES), the evaluation score of the operator's response to the customer based on the absence of the transaction content input operation (S107, NO) and the absence of the customer's input operation (S108, NO) For example, “0” is stored in the memory unit 102 (S109).
[0035]
Furthermore, because the system does not recommend a product suitable for the customer, when the operator directly calls the control unit 101, the control unit 101 determines that the operator has not performed an operation for designating product information (S106, NO). For example, “0” is stored in the memory unit 102 as an evaluation score for the customer (S109).
[0036]
As described above, when the evaluation score of the reception terminal operator for the customer is stored in the memory unit 102, the control unit 101 reads the evaluation score from the memory unit 102. Then, the evaluation score is transferred from the LAN unit 106 to the database server 14 via the LAN together with the operator ID and the reception terminal number (S110). An operator management table 1 as shown in FIG. 2 is constructed in the database server 14, and the evaluation value transferred from the reception terminal is described in a record specified by the corresponding operator ID and reception terminal number.
[0037]
This evaluation value is stored in the operator management table 1 in association with the operator ID, and “conversation count” is incremented by +1 each time the evaluation value is stored. As a result, the operator management table 1 describes the history of evaluation values of the responses to the customers of each operator. Further, the database server 14 cumulatively calculates the evaluation scores for the customer's customers for the last 20 times, and describes the total score (cumulative value) in the operator management table 1 (S131 in FIG. 1).
[0038]
As described above, after the evaluation score of the response to the customer of the operator is transferred from the reception terminal to the database server 14, the database server 14 returns the total of the evaluation scores for the latest 20 times to the reception terminal. When the reception terminal receives the total score (S111), the control unit 101 determines whether the total score is “30” or more (S112). Here, when the total score does not reach “30”, the control unit 101 displays an alarm mark in a predetermined area on the screen of the display unit 103 (S113).
[0039]
If this warning mark is displayed, the operator can know that the recent customer service was not very appropriate overall. As a result, customer-facing education in telephone transactions is carried out in the actual work. If the total score is “30” or more, the process is terminated without any warning mark being displayed.
[0040]
Further, the contents of the operator management table 1 (see FIG. 2) stored in the database server 14 can be read by operating the monitoring terminal 12. Thereby, for example, the administrator operates the input unit 114 of the monitoring terminal 12 and reads the total of the evaluation scores for the last 20 times of each operator stored in the database server 14. The control unit 111 of the monitoring terminal 12 displays the received total evaluation score of each operator on the screen of the display unit 113 (S121 in FIG. 1). Further, the control unit 111 of the supervisory terminal 12 performs output control processing so that the total value of the evaluation points of each operator is printed out from the printer unit 16 corresponding to the operator. The manager can grasp the actual situation of the response of each operator to the customer in the telephone transaction by looking at the total score for each operator displayed or printed out.
[0041]
Then, for example, the manager educates the operator with a particularly low total score on how to deal with customers. As a result, a uniform service can be provided to customers in telephone transactions.
In the above system, the evaluation score given to the operator's response to the customer is not limited to the above example, and can be arbitrarily determined according to the intention of the company or the like using the system. Moreover, in the monitoring terminal 12, the evaluation score of each operator provided from the database server 14, and the total score for 20 times can be arbitrarily processed according to the educational policy for the operator. And it becomes possible to evaluate an operator's customer service from many sides based on the processed data.
[0042]
In the above example, the CD-ROM 200 is a processing program relating to reception of telephone transactions and the processing for evaluating and judging the reception of the operator customer, and the CD-ROM 201 is a processing program relating to monitoring of the operator's telephone transaction status. Provided to each reception terminal and monitoring terminal, the recording medium of this program is not limited to this, but depending on the computer constituting the system, a magnetic disk such as a floppy disk, a magneto-optical disk, a magnetic tape It is also possible to use other recording media.
[0043]
Furthermore, although the telephone transaction support system shown in the above example is applied to bank transactions, the present invention is not limited to this and can be basically applied to other transactions.
The relationship between each process in the above example and each means according to the present invention is as follows.
[0044]
The processing from step S101 to step S108 shown in FIG. 1 corresponds to the detection unit, and the processing of step S109 corresponds to the evaluation data generation unit. Further, the database server 14 corresponds to evaluation data storage means and cumulative data storage means. Steps S111 and S112 correspond to determination means, step S113 corresponds to determination notification means, the function of the database server 14 corresponds to cumulative data generation means, and the function of the monitoring terminal 12 corresponds to evaluation data or cumulative data. Corresponds to a means for outputting in correspondence with the operator.
[0045]
【The invention's effect】
As described above, according to the invention described in each claim, the manager can answer the telephone call to the operator so that uniform evaluation data can be obtained based on the evaluation data given to each operator. Can be educated. As a result, it becomes possible to provide services related to homogeneous transactions to customers by each operator having a conversation with the customer through the telephone.
[Brief description of the drawings]
FIG. 1 is a processing flow diagram related to operator evaluation according to the present invention.
FIG. 2 is an operator management table according to the present invention.
FIG. 3 is a hardware configuration diagram of the telephone transaction support system.
FIG. 4 is a hardware configuration diagram of a reception terminal.
FIG. 5 is a hardware configuration diagram of a monitoring terminal.
[Explanation of symbols]
10 (1),. . . 10 (n) Reception terminal
11 (1),. . . 11 (n) Telephone headset
12 Monitoring terminal
13 (1), 13 (2) Approval terminal
14 Database server
16 Printer unit
18 Communication server
20 exchange
22 Voice response device
30 Public line
101, 111 control unit
102, 112 Memory unit
103, 113 display unit
104, 114 input unit
105, 115 disk unit
106, 116 LAN unit
107 Built-in telephone unit
108, 117 CD-ROM drive unit
200, 201 CD-ROM

Claims (5)

In a telephone transaction support system for supporting an operator who has a conversation with a customer when performing a transaction by a conversation with the customer through a telephone,
Based on the attribute information of the customer, by detecting that the goods which searches the database for product information is stored is stored in association with the attribute information of the customer is extracted, to said customer That there is a product to recommend,
By detecting that the operator performs an operation of displaying the information item by specifying one of the items displayed on the display device, the said operator is specified for customers who have a conversation Judge that you explained the product,
By detecting that the operator has performed an operation to search for product information, the product that is specified it is determined to be items extracted based on the judgment of the operator,
By detecting that the operator performs an operation of inputting the transaction contents of the products, it is determined that the transaction of the goods is satisfied,
By detecting that the operator has performed an operation to enter a reason that otherwise the product, determines that the operator has performed a response in the event of transaction of the goods is not established,
The products of the judgment result is either of products the customer goods or the operator is extracted as a product should be offered from the database that was independently extracted for determining whether or not the result has been described for the product to the customer the transaction was determined whether the result satisfied the goods, according to the corresponding whether the determination result has been performed when the transaction of the goods is not established, to evaluate the answering content to customers of the operator the evaluation value was determined, the telephone transaction support system characterized by having an evaluation data generation means for storing the evaluation value in the storage device in association with the operator identification information as the evaluation data of the operator. The telephone transaction support system according to claim 1,
The telephone transaction support system further comprises a total data generating means for obtaining a total data by accumulating a predetermined number of the evaluation data. In the telephone transaction support system according to claim 2,
Furthermore, a determining means for performing proper, the judgment of improper based on the cumulative data,
Telephone transaction support system, characterized in that a determination notification means for notifying the determination result to the operator when the determination means determines unsuitable. The telephone transaction support system according to any one of claims 1 to 3,
Furthermore, the telephone transaction support system characterized by an output means for the storage device to read the stored evaluation data causes the read the evaluation data corresponding to the operator outputs. According to claim 2 or 3 SL placing telephone transaction support system,
Furthermore, the total data storage means for storing the cumulative data in association with the operator,
Telephone transaction support system characterized by an output means for the cumulative data storage means reads out the accumulated the cumulative meter data to causes the read the accumulated data corresponding to the operator outputs.

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