JP4084082B2 - Call center control system with outbound business support function - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a call center control system with an outbound business support function for controlling a call center.
[0002]
[Prior art]
The telephone can contact a wide range of customers regardless of geographical and time conditions, and can respond to each situation by dialogue. This makes it possible to obtain the latest information such as customer demands, intentions, changes in circumstances, and the status of problem solving. The trading method (telemarketing) using the telephone as a medium has also been developed, and the telephone has been used as a customer service window.
[0003]
Call center operations using such telephones have been positioned as the face of companies, and call center operations linked with management strategies are progressing. For example, there is a call center that performs both inquiries (inbound operations) such as telephone inquiries, orders, and complaints, and outbound operations that notify customers about product sales from the company. In such a call center, an operator estimates the vacancy of the inbound business and performs the outbound business while referring to materials prepared in advance.
[0004]
[Problems to be solved by the invention]
However, it is difficult to maintain security such as confidentiality of personal information by preparing in advance an operator with materials such as customer information for performing an outbound operation. Conventionally, it has been difficult to grasp how much outbound work has been performed. As described above, conventionally, there is a problem that it is difficult to manage an operator's business situation in a call center that serves both inbound business and outbound business.
The present invention has been made to solve the above-described problems, and it is an object of the present invention to make it easy to manage an operator's business status in a call center.
[0005]
[Means for Solving the Problems]
A call center control system with an outbound business support function according to an embodiment of the present invention includes a call center including a plurality of CTI terminals having a telephone function for performing a voice call and a computer function for performing data communication, and a non-operating ratio of the plurality of CTI terminals. A service management system that detects a specific state indicating that the value exceeds a preset value, and a plurality of customer information, and a notification that is output as a result of the service management system detecting the specific state A customer information management server that makes a call to a call center and calls customer information to a specific customer's telephone and connects any CTI terminal to the specific customer's telephone via a public network And server accommodation exchange that accommodates the subscriber line to which the customer information management server is connected And a service that connects to this server accommodation switch via a communication network, and issues an instruction with one of a plurality of CTI terminals as a connection destination in response to an inquiry from the server accommodation switch by a call to the call center from the customer information management server A customer information management server sends out information on a specific customer to a CTI terminal connected as a result of a call to a call center, and then makes a call to the telephone of the specific customer.
According to this call center control system with an outbound business support function, a CTI terminal and a telephone of a specific customer are connected via a customer information management server.
[0006]
In the call center control system with an outbound business support function, the customer information management server may send the specific customer information to the CTI terminal via, for example, a communication network, and the specific customer information may be sent to the public line. You may make it send to a CTI terminal via a network. In the above-described call center control system with an outbound business support function, the service management system monitors the operating status of a plurality of CTI terminals, and the service control point is based on the monitoring results of the plurality of CTI terminals by the service management system. In addition, any one of the plurality of CTI terminals may be instructed to be issued to the server accommodation switch.
In addition, the customer information management server may delete the information of the specific customer in the CTI terminal sent to the CTI terminal when the connection with the telephone of the specific customer is disconnected.
[0007]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
<Embodiment 1>
FIG. 1 is a configuration diagram showing a configuration example of a call center control system with an outbound business support function according to the first embodiment of the present invention. The call center control system with an outbound business support function includes a plurality of CTI (Computer Telephony Integration) terminals 104 that are used by an operator and have a telephone function such as a voice call and a computer function for performing data communication. For example, a service control point (SCP) 105 for managing the operating state of the CTI terminal 104 and a service management system (SMS) 101 for notifying an instruction to the customer information management server 102 based on information from the SCP 105 are provided.
[0008]
The SCP 105 holds the line status in real time and periodically reports the line status to the SMS 101. In SMS101, periodically compares the actual idle line ratio with a threshold value S _N for the call center number N set in advance, when the idle line ratio exceeds the threshold, the customer information management server 102 To that effect.
[0009]
In addition, this system holds a plurality of customer information used in outbound business, and sends a predetermined customer information to a CTI terminal 104 designated by an instruction from the SMS 101, and a customer information management server 102 Are connected to the server accommodation switch 103. In response to the inquiry from the server accommodation switch 103, the SCP 105 sends out a connection instruction to the CTI terminal 104 of the non-operating operator.
[0010]
The SMS 101 and the customer information management server 102 are connected via a communication network 110 such as the Internet communication network, for example. The SMS 101 and the SCP 105 are connected via a communication network 111 using a dedicated line, for example, and the server accommodating exchange 103 and the SCP 105 are For example, connection is made via a communication network 112 such as a common line signal network. The server accommodating exchange 103 is connected to the CTI terminal 104 via the destination exchange 106 via the public line network, and similarly connected to the customer's telephone 107 via the originating exchange 108 via the public line network.
[0011]
Hereinafter, an operation example of the above-described call center control system with an outbound business support function in the present embodiment will be described.
First, the SMS 101 monitors the operating status of the CTI terminals 104 based on the information on the empty / busy management of all the CTI terminals 104 from the SCP 105. When it is detected that the non-operating ratio is higher than a predetermined value (specific state), this is notified to the customer information management server 102 (step S101).
[0012]
The customer information management server 102 that has received the notification that the vacancy ratio of the operator has increased makes a call to the CTI terminal 104 used by the vacant operator (step S102). At this time, the customer information management server 102 does not make a call to a specific CTI terminal, but makes a call to the call center using a special telephone number. As a result, the server accommodating exchange 103 inquires of the SCP 105 about the connection destination (step S103). Receiving the inquiry, the SCP 105 selects a free operator, and instructs the server accommodation switch 103 with the CTI terminal 104 of this operator as the connection destination (step S104).
[0013]
The server accommodating exchange 103 that has received the above instruction connects to the CTI terminal 104 via the destination exchange 106 (step S105). As a result, the customer information management server 102 and the CTI terminal 104 are connected. The customer information management server 102 connected to the CTI terminal 104 sends out information on the selected customer (specific customer) to the CTI terminal 104 to be displayed on the display unit of the CTI terminal 104, and waits for operator confirmation ( Step S106). As a result, the operator confirms the customer information (specific customer information) of the outbound work target by clicking a button displayed on the CTI terminal 104 and the like, and a signal indicating this confirmation is sent to the customer information management server 102. Notify.
[0014]
Upon receipt of the confirmation notification signal from the operator, the customer information management server 102 calls the selected customer's telephone 107 and connects to the selected customer's telephone 107 via the server accommodating exchange 103 (step S107). Thereafter, the customer information management server 102 is in a state where the CTI terminal 104 and the telephone 107 are connected, and is in a state where an outbound operation can be performed for the customer selected by the operator (step S108).
[0015]
When the operator finishes the outbound operation and the customer disconnects the telephone 107 (step S109), a disconnection detection signal is transmitted to the customer information management server 102 via the originating switch 108 and the server accommodating switch 103, and the customer information management server 102 Disconnects the connection between the telephone 107 and the CTI terminal 104 and sends a signal for deleting the customer information in the CTI terminal 104 to the CTI terminal 104, and the program on the CTI terminal 104 deletes the customer information (step S110). ).
[0016]
As described above, according to this system, instead of handing a customer list to the operator in advance, the operator only displays information about the customer who should actually do the outbound work, and the customer information is a series of outbound work. Security such as confidentiality of customer information can be easily maintained, such that it will not remain with the operator later. Further, since the customer information management server 102 issues an out-of-band operation instruction based on the operator vacancy ratio monitored by the SMS 101, the degree of progress of the outbound operation can be easily grasped.
As described above, according to the call center control system with an outbound operation support function in the present embodiment, it is easy to manage the operation state of the operator in the call center, and it is possible to efficiently operate by reducing the idle time of the operator. Confidentiality can be realized.
[0017]
<Embodiment 2>
Next, an example of a call center control system with an outbound work support function according to another embodiment of the present invention will be described. FIG. 2 is a configuration diagram showing a configuration example of a call center control system with an outbound business support function in the present embodiment. The call center control system with an outbound business support function first has a service control point (SCP) 205 for managing, for example, the operating state of the CTI terminal 204 used by the operator, and the customer information management server 202 based on information from the SCP 205. A service management system (SMS) 201 that notifies an instruction is provided.
[0018]
Note that the SCP 205 holds the line state in real time and periodically reports the line state to the SMS 201. In SMS201, regularly performs a comparison of the actual free line ratio with a threshold value S _N of the call center number N which is set in advance, when the free line ratio exceeds the threshold value, the customer information management server 202 To that effect.
[0019]
In addition, this system holds a plurality of customer information used for outbound business, and sends a customer information management server 202 that sends predetermined customer information to the CTI terminal 204, and a server accommodation switch 203 to which the customer information management server 202 is connected. Is provided. In addition, the SCP 205 sends a connection instruction to the CTI terminal 204 of the operator designated in response to the inquiry from the server accommodation switch 203.
[0020]
The SMS 201 and the customer information management server 202 are connected via a communication network 210 such as the Internet communication network, for example. The SMS 201 and the SCP 205 are connected via a communication network 211 using a dedicated line, for example, and the server accommodation switch 203 and the SCP 205 are For example, connection is made via a communication network 212 such as a common line signal network.
The server accommodation switch 203 is connected to the CTI terminal 204 via the destination exchange 206 via the public line network, and similarly connected to the customer's telephone 207 via the calling exchange 208 via the public line network. In addition, in the system according to the present embodiment, the customer information management server 202 and the CTI terminal 204 are connected via the network 213. The network 213 may be a communication network such as the Internet, or may be a wide area communication network using a dedicated line.
[0021]
Hereinafter, an operation example of the above-described call center control system with an outbound business support function in the present embodiment will be described.
First, while the SMS 201 monitors the operating status of the CTI terminal 204 based on the information on the empty / busy management of all the CTI terminals 204 from the SCP 205, the vacant ratio of the operator who is not operating is greater than or equal to a predetermined value. Is detected, it is notified to the customer information management server 202 (step S201).
[0022]
The customer information management server 202 that has received the notification that the vacancy ratio of the operator has increased calls the CTI terminal 204 used by the vacant operator (step S202). At this time, the customer information management server 202 does not make a call to a specific CTI terminal, but makes a call to the call center using a special number. As a result, the server accommodating exchange 203 inquires of the SCP 205 about the connection destination (step S203). Receiving the inquiry, the SCP 205 selects a vacant operator and notifies the server accommodation switch 203 by connecting the CTI terminal 204 of this operator (step S204).
[0023]
Receiving the above instruction, the server accommodating exchange 203 first connects to the CTI terminal 204 via the destination exchange 206 (step S205). On the other hand, the CTI terminal 204 connects to the customer management server 202 via the network 213, acquires customer information, puts it in a state of being displayed on the display unit of the CTI terminal 204, and waits for operator confirmation (step S206). As a result, the operator confirms the customer information of the outbound work target by, for example, clicking a button displayed on the CTI terminal 204, and sends a signal indicating this confirmation to the customer information management server 202 via the network 213. Notify.
[0024]
Upon receiving the confirmation notification signal from the operator, the customer information management server 202 connects to the selected customer telephone 207 via the server accommodation switch 203 (step S207). Thereafter, the customer information management server 202 is in a state where the CTI terminal 204 and the telephone set 207 are connected, and is in a state where an outbound operation can be performed for the customer selected by the operator (step S208).
[0025]
When the operator finishes the outbound operation and the customer disconnects the telephone 207 (step S209), a disconnection detection signal is transmitted to the customer information management server 202 via the originating switch 208 and the server accommodating switch 203, and the customer information management server 202 Disconnects the connection between the telephone 207 and the CTI terminal 204 and sends a signal for deleting the customer information in the CTI terminal 204 to the CTI terminal 204 via the network 213, and the program on the CTI terminal 204 stores the customer information. Erasing is performed (step S210).
[0026]
As described above, according to this system, instead of handing a customer list to the operator in advance, the operator only displays information about the customer who should actually do the outbound work, and the customer information is a series of outbound work. Security such as confidentiality of customer information can be easily maintained, such that it will not remain with the operator later. Further, since the customer information management server 202 issues an out-band operation instruction based on the operator vacancy ratio monitored by the SMS 201, the degree of progress of the outbound operation can be easily grasped.
As described above, according to the call center control system with an outbound operation support function in the present embodiment, it is easy to manage the operation state of the operator in the call center, and it is possible to efficiently operate by reducing the idle time of the operator. Confidentiality can be realized.
[0027]
【The invention's effect】
As described above, according to the present invention, since the CTI terminal and the telephone of the specific customer are connected via the customer information management server, it has an excellent effect that it is easy to manage the business status of the operator in the call center. can get.
[Brief description of the drawings]
FIG. 1 is a configuration diagram showing a configuration example of a call center control system with an outbound business support function in an embodiment of the present invention.
FIG. 2 is a configuration diagram showing a configuration example of a call center control system with an outbound business support function according to another embodiment of the present invention.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 101 ... Service management system (SMS), 102 ... Customer information management server, 103 ... Server accommodation exchange, 104 ... CTI terminal, 105 ... Service control point (SCP), 106 ... Incoming exchange, 107 ... Telephone, 108 ... Originating exchange, 110, 111, 112 ... communication network.

Claims (5)

A call center having a plurality of CTI terminals having a telephone function for performing a voice call and a computer function for performing data communication;
A service management system for detecting a specific state indicating that the non-operating ratio of the plurality of CTI terminals is equal to or greater than a preset value;
A plurality of customer information is held, and a notification output as a result of detection of the specific state by the service management system is received via a communication network, and a call to the call center and a call of the customer information to a specific customer's telephone are received. A customer information management server that makes a call and places one of the CTI terminals and the specific customer's telephone connected via a public network;
A server accommodating exchange accommodating a subscriber line to which the customer information management server is connected;
Connect to this server accommodation switch via a communication network, and in response to an inquiry from the server accommodation switch by a call to the call center from the customer information management server, specify any of the plurality of CTI terminals as a connection destination With a service control point
The customer information management server sends out information on the specific customer to a CTI terminal connected as a result of a call to the call center, and then makes a call to the telephone of the specific customer. Call center control system. In the call center control system with outbound work support function according to claim 1,
The call information control server with an outbound business support function, wherein the customer information management server sends information on the specific customer to the CTI terminal via a communication network. In the call center control system with outbound work support function according to claim 1,
The call center control system with an outbound business support function, wherein the customer information management server sends information on the specific customer to the CTI terminal via the public line network. In the call center control system with an outbound business support function according to any one of claims 1 to 3,
The service management system monitors the operating status of the plurality of CTI terminals,
The service control point issues an instruction to the server-accommodating exchange using any one of the plurality of CTI terminals as a connection destination based on a monitoring result of the plurality of CTI terminals by the service management system. Call center control system with support function. In the call center control system with an outbound business support function according to any one of claims 1 to 4,
The customer information management server deletes the information on the specific customer in the CTI terminal sent to the CTI terminal when the connection with the telephone of the specific customer is cut off. system.

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