JP4098134B2 - Call center system and call center program - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
  The present invention relates to a call center system for receiving a call from a customer's telephone terminal via a public network and controlling the connection of the call to any of a plurality of telephone operator terminal devices.And call center programsIn particular, the call center system can reduce the labor of each customer due to the congestion of the call center without increasing the number of operators, and thereby provide the customer with an efficient call center.And call center programsAbout.
[0002]
[Prior art]
Conventionally, a plurality of terminal devices for telephone operators have been arranged, and when an order or inquiry from a customer is received, the call is connected to one of the terminal devices for the operator, and a call center by the operator is established. Call center systems provided to customers are known.
[0003]
For example, in Patent Document 1, in order to solve the problem related to the call waiting time of the customer, an automatic message or an answer from the operator is sent to the customer within 20 seconds, and the expected waiting time is transmitted to the customer, and necessary. Accordingly, a communication system is disclosed that gives an option to call back from the operator to the customer.
[0004]
As represented by Patent Document 1, in a conventional call center system, as shown in FIG. 9, when telephone orders and inquiries are concentrated, an operator or IVR (Interactive Voice Response) is used. In this way, the customer is informed that the waiting time is required, so that the customer is encouraged to call again or the operator calls back to the customer.
[0005]
[Patent Document 1]
JP 2002-101209 A
[0006]
[Problems to be solved by the invention]
However, even if the customer calls the call center again, in many cases, the waiting time is not solved, and as a result, there is a problem that it takes a lot of labor and time until the call is connected to the operator.
[0007]
In addition, each customer tends to make an effort to connect the telephone by increasing the number of call attempts when the call center is congested, so the call center congestion further accelerates the congestion. There is also.
[0008]
As the number of operator terminal devices increases, more efficient call centers can be provided to customers. However, in consideration of the labor costs associated with the increase in operator numbers, the actual number is more than necessary. It is not possible to arrange the number of terminal devices of the operator.
[0009]
Therefore, how to realize a call center system that can reduce the labor of each customer due to the congestion of the call center without increasing the number of operators and provide an efficient call center to the customer. Has become an important issue.
[0010]
  The present invention has been made to solve the above-described problems (problems) of the prior art, and reduces the labor of each customer due to the congestion of the call center without increasing the number of operators, and is thus efficient. Call center system that can provide customers with various call servicesAnd call center programsThe purpose is to provide.
[0011]
[Means for Solving the Problems]
  In order to solve the above-mentioned problems and achieve the purpose,The present inventionA call center system that accepts a call from a customer's telephone terminal via a public network and controls connection of the call to any of a plurality of telephone operator terminal devices,A load table for storing the number of statistical accesses and the number of issued priority connection tickets for each time period;When there is no space in the plurality of telephone operator terminal devices, the customer's telephone terminal that accepts the callA time zone in which the number of priority tickets stored in the load table does not reach the number of priority connection reservations calculated based on the statistical access number is presented as a re-call time zone, and the time zone presented by the customer Includes recall time zone selected fromA priority connection ticket issuing means for issuing a priority connection ticket, and when receiving a re-call from the customer's telephone terminal based on the priority connection ticket issued by the priority ticket issuing means,If the time when the re-call is accepted is included in the re-call time zone included in the priority connection ticket,Connection control means for controlling connection to the plurality of telephone operator terminal devices with priority given to a call by the re-telephone is provided.
[0012]
  According to this invention,Store the statistical access number and issued priority connection ticket number load table for each time zone,When there are no available terminals for multiple telephone operators,The number of priority tickets stored in the load table is presented as a re-calling time zone when the number of priority connection reservations calculated based on the number of statistical accesses is not reached, and is selected from the presented time zone by the customer. Including re-calling hoursWhen a priority connection ticket is issued and a re-call is received from the customer's phone terminal based on the priority connection ticket that has been issued,If the time when the re-call is accepted is included in the re-call time zone included in the priority connection ticket,Since it is decided to control connection to a plurality of telephone operator terminal devices by giving priority to the call by the re-calling, it is possible to reduce the labor of each customer due to the congestion of the call center without increasing the number of operators, and thus efficient. Call service can be provided to customers.In particular, an efficient call service can be realized by efficiently adjusting the time zone for performing a re-call.
[0013]
In addition, the information acquisition method according to the present invention further includes automatic voice response means for performing automatic guidance by voice when a call is received from the customer's telephone terminal in the above invention, wherein the priority connection ticket issuing means is The priority connection ticket is issued through the voice automatic guidance.
[0014]
According to the present invention, when a call is accepted from a customer's telephone terminal, the priority connection ticket is issued using an automatic voice response that performs voice automatic guidance. Therefore, priority is efficiently given using an automatic voice response. Connection can be made.
[0017]
DETAILED DESCRIPTION OF THE INVENTION
Exemplary embodiments of a call center system according to the present invention will be explained below in detail with reference to the accompanying drawings. In the present embodiment, a case will be described in which an automatic voice response device that performs voice automatic guidance is integrated with an exchange.
[0018]
First, the concept of the call center system according to the present embodiment will be described. FIG. 1 is a conceptual diagram of a call center system according to the present embodiment. This call center system alleviates the congestion of telephone calls to a call center such as a customer consultation center so that each customer can smoothly make orders and inquiries by telephone to the call center.
[0019]
As shown in the figure, when a customer makes a call to a call center, this telephone is normally connected and controlled to one of a plurality of operator terminal devices. If there is no free space in (), a priority connection ticket that gives priority to the connection at the time of re-calling over the ordinary telephone is issued.
[0020]
For example, an automatic voice response (voice guidance) “Voice is busy right now. A priority connection ticket will be issued, so please select a time zone.” Issue a priority connection ticket that includes time. The priority connection ticket is managed on the call center side, and the customer is notified of the priority connection ticket number and the re-calling time zone.
[0021]
After that, if the customer re-calls the call center during the re-calling time zone of the priority connection ticket, the call of this re-call is preferentially connected to the operator terminal device after it is confirmed that the priority connection is made. The
[0022]
As described above, the call center system according to the present embodiment issues a priority connection ticket to a customer and gives priority to connection control with an operator at the time of a re-call, whereby each customer repeatedly calls again and again. It prevents the situation and provides an efficient call service.
[0023]
Next, the system configuration of the call center system according to the present embodiment will be described. FIG. 2 is a functional block diagram showing the configuration of the call center system according to the present embodiment. As shown in the figure, this call center system is a system in which a call center 100 and a customer telephone terminal 101 are exchanged and connected via a public network 102.
[0024]
The customer telephone terminal 101 is a telephone terminal owned by the customer, and may be a mobile phone or a PHS (Personal Handiphon System) as well as a fixed telephone. The public network 102 is an exchange network for exchanging and connecting telephone call contents, and may be exchanged and connected not only by circuit exchange but also by packets or cells.
[0025]
The call center 100 includes an exchange 103, a storage device 104, general operator terminal devices 105 to 107, and priority connection operator terminal devices 108 to 109.
[0026]
The exchange 103 is an exchange that controls connection of calls received from the customer telephone terminal 101 via the public network 102 to the general operator terminal devices 105 to 107 or the priority connection operator terminal devices 108 to 109. The exchange units 103a and IVR A processing unit 103b and a priority connection ticket issuing unit 103c.
[0027]
The exchange unit 103a is a processing unit that sequentially controls connection of this call to an empty general operator terminal device 105 to 107 or priority connection operator terminal device 108 to 109 when a call is received from the customer telephone terminal 101. is there. Specifically, it is confirmed whether the call is a general call or a priority connection call based on the information obtained from the IVR processing unit 103b, and in the case of a general call, the general operator terminal devices 105 to 107 are used. Connection control is performed, and in the case of priority connection, connection control is performed to the priority connection operator terminal devices 108 to 109.
[0028]
The IVR processing unit 103b is a processing unit that performs guidance by automatic voice when a call is received from the customer telephone terminal 101. Specifically, the IVR processing unit 103b provides voice guidance indicating whether the call is a general call or a priority connection call. If the general operator terminal device 105-107 is available, the exchange unit 103a is notified of this and the connection control is performed.
[0029]
If there is no free space in the general operator terminal devices 105 to 107, voice guidance is given as to whether or not to issue a priority connection ticket. If the customer wishes to issue a priority connection ticket, the priority connection ticket is issued. The issuing unit 103c is requested to issue a priority connection ticket.
[0030]
If the call is a priority connection call, the priority connection ticket management table 104c is checked to determine whether or not the call satisfies the priority connection condition. Thus, the operator terminal devices 108 to 109 for priority connection are instructed to perform connection control.
[0031]
The priority connection ticket issuing unit 103c is a processing unit that issues a priority connection ticket when a customer desires to issue a priority connection ticket by voice guidance of the IVR processing unit 103b. Specifically, a plurality of re-calling time zones are selected in consideration of the customer's past priority connection history managed by the customer management table 104a and priority connection reservations in each time zone managed by the load table 104b. At the same time, the voice guidance of the IVR processing unit 103b causes the customer to select one of the re-calling time zones, issues a priority connection ticket including the re-calling time zone selected by the customer, and enters the priority connection ticket management table 104c. Will be stored. The customer is notified of the priority connection ticket number and the re-calling time zone by the voice guidance of the IVR processing unit 103b.
[0032]
The storage device 104 is a storage device that stores a customer management table 104a, a load table 104b, and a priority connection ticket management table 104c. These tables are the exchange 103, the general operator terminal devices 105 to 107, or the priority connection operator terminal. Accessed by devices 108-109.
[0033]
The customer management table 104a is a management table for managing information of customers registered as members in advance. As shown in FIG. 3, a customer number, a customer name, and past priority connection histories 1 to 3 are managed for each customer. It is. Here, the priority connection history of the customer AAA with the customer number 1 is a time zone around 13:00, 13:00, 13:00, 13:30, and the priority connection history of the customer BBB with the customer number 2 is 18 1:00, 19:00, and 20:00, which are around 19:00, and the priority connection history of the customer CCC with the customer number 3 is an indefinite time zone of 13:00, 20:00, and 19:00. It shows a case. In the following, “13:00” indicates a time zone from 13: 0 to 13:30, and “13:30” indicates a time zone from 13:30 to 14:00. . That is, the time zone is divided in units of 30 minutes.
[0034]
The load table 104b is a management table for managing, as a predicted load, the addition number obtained by adding the priority connection tickets that have already been issued. As shown in FIG. 4, the statistical access count and the priority connection tickets that have already been issued for each time slot as shown in FIG. Are stored in association with each other. Here, a case is shown in which the number of statistical accesses in the 19:00 time zone is 10 and the number of priority connection reservations is 8. In addition, the number of statistical accesses in the time zone of 19:30 is 8 and the number of priority connection reservations is 8, and the number of statistical accesses in the time zone of 20:00 is 10 cases. This shows a case where the number of priority connection reservations is 12. Note that when this number of priority connection reservations reaches a predetermined value (for example, 20), the waiting time becomes longer, so that no more priority connection tickets are issued. The predetermined value is calculated based on the statistical access number.
[0035]
The priority connection ticket management table 104c is a management table for managing the priority connection ticket issued by the priority connection ticket issuing unit 103c. As shown in FIG. 5, the priority connection ticket number, customer number, access time, and scheduled re-call time It is the table which matched and memorize | stored the belt | band | zone. Here, the priority connection ticket number 11234 is issued to the customer of the customer number 003, the access time is 13:00 on January 20, 2003, and the scheduled re-calling time zone is 14: January 20, 2003: The priority connection ticket number 11235 is issued to the customer with the customer number 010, the access time is 15:00 on January 20, 2003, and the scheduled re-calling time zone is 2003. The case of January 21st, 08:00 is shown.
[0036]
The general operator terminal devices 105 to 107 are operator terminal devices that process general calls made from the customer telephone terminal 101. The priority connection operator terminal devices 108 to 109 use priority connection tickets. It is a terminal device for an operator that processes a call re-called by a customer. Here, in order to process the re-call smoothly, the preferential connection operator terminal devices 108 to 109 are provided separately from the general operator terminal devices 105 to 107. It is also possible to configure so as to handle both of the first call and the call of priority connection. In this case, among the calls that enter the queue (queue), the priority of the call with priority connection is increased.
[0037]
Next, a processing procedure when a general call is received by the exchange 103 shown in FIG. 2 will be described. FIG. 6 is a flowchart showing a processing procedure when a general call is received by the exchange shown in FIG.
[0038]
As shown in the figure, when the exchange 103 accepts a call from a customer (step S601), the IVR processing unit 103b makes an IVR response with a voice message (step S602). For example, a voice message such as “Enter“ 1 ”for a general call and“ 2 ”for a priority connection call” ”is transmitted.
[0039]
If a general call is selected by the customer and there is an empty operator (Yes at Step S603), the exchange unit 103a connects this call to one of the general operator terminal devices 105 to 107 (Step S604). .
[0040]
On the other hand, when there is no available operator (No at step S603), for example, “Telephone is very busy. If you want a priority connection ticket, select“ 1 ”. If you do not want a priority connection ticket. In this case, a voice message “Please input“ 2 ”is transmitted” and an IVR response is made (step S605).
[0041]
If the customer does not want the priority connection ticket (No at Step S606), the call is queued in a queue that is a queue, and the queue is set to be processed sequentially from the head of the queue (Step S607). If the user wants a priority connection ticket (Yes at step S606), the priority connection ticket issuing unit 103c performs a priority connection ticket issuing process described later (step S608).
[0042]
Next, the priority connection ticket issuance processing procedure shown in step S608 of FIG. 6 will be described in more detail. FIG. 7 is a flowchart showing a priority connection ticket issuing process procedure shown in FIG.
[0043]
As shown in the figure, the priority connection ticket issuing unit 103c first causes the IVR processing unit 103b to reproduce the customer number input message (step S701), and if there is a customer number (Yes in step S702), the customer management table 104a is searched and the past history of the customer is searched (step S703).
[0044]
Thereafter, based on the customer's past history and the statistics of the center registered in the load table 104b, a plurality of re-calling time zones are calculated and presented to the customer so as to reduce the load (step S704). A band is selected (step S705). In addition, when the number of re-call reservations in a certain time zone has reached a predetermined number, the time zone is not provided to the customer as a re-call time zone.
[0045]
If the customer selects a re-calling time zone (step S705), a priority connection ticket including the selected time zone is registered in the priority connection ticket management table 104c (step S706). After notifying the customer of the telephone time zone (step S707), the telephone call is disconnected (step S708).
[0046]
Next, a processing procedure when a priority connection call is received by the exchange 103 shown in FIG. 2 will be described. FIG. 8 is a flowchart showing a processing procedure when a priority connection call is received by the exchange shown in FIG.
[0047]
As shown in the figure, when the exchange 103 receives a priority connection call based on the priority connection ticket from the customer (step S801), the IVR processing unit 103b makes an IVR response with a voice message (step S802). The customer is caused to input a ticket number (step S803).
[0048]
If the customer inputs the priority connection ticket number, the validity of the re-call time is checked (step S804). Specifically, it is checked whether or not the time when the re-call is accepted is within the range of the re-call time zone of the priority connection ticket stored in the priority connection ticket management table 104c.
[0049]
As a result, when it is determined that the re-call time is appropriate (Yes at Step S806), this call is connected to the priority connection operator terminal devices 108 to 109 (Step S807), and the re-call time is not valid. In this case (No at Step S806), the IVR processing unit 103b is instructed to make an IVR response to that effect (Step S807).
[0050]
As described above, in this embodiment, when the general operator terminal devices 105 to 107 are not available, the priority connection ticket issuing unit 103c issues a priority connection ticket to the customer telephone terminal 101 that has accepted the call. When the re-call is accepted from the customer's telephone terminal based on the priority connection ticket issued by the exchange 103, the exchange unit 103a gives priority to the call by the re-call and connects to the priority connection operator terminal devices 108 to 109. Since it is configured to control, it is possible to reduce the labor of each customer due to the congestion of the call center without increasing the number of operators, thereby providing an efficient call service to the customer.
[0051]
In this embodiment, the re-calling time zone in which the customer re-calls is made part of the priority connection ticket. However, the present invention is not limited to this, and the re-call time is set as the priority connection ticket. It can also be part of
[0052]
In the present embodiment, the priority connection ticket is issued in consideration of the customer's past time zone and load status. However, the present invention is not limited to this, and only the load status is considered. It is also possible to issue a priority connection ticket.
[0053]
Further, in the present embodiment, the exchange unit 103a and the IVR processing unit 103b are integrated in the exchange 103, but the present invention is not limited to this, and the IVR processing unit 103b is separated from the exchange 103. It can also be a device.
[0054]
In the present embodiment, for convenience of explanation, the explanation of the case where there is no free space in the priority connection operator terminal devices 108 to 109 is omitted. In this case, the IVR processing unit 103b responds that the operator calls back. As a result, the burden on the customer can be reduced.
[0055]
(Appendix 1) A call center system that accepts a call from a customer's telephone terminal via a public network and controls connection of the call to any of a plurality of telephone operator terminal devices,
A priority connection ticket issuing means for issuing a priority connection ticket to a telephone terminal of a customer who has accepted a call when there is no space in the plurality of telephone operator terminal devices;
When a re-call is accepted from the customer's telephone terminal based on the priority connection ticket issued by the priority ticket issuing means, priority is given to the call by the re-call and connection control is performed to the plurality of telephone operator terminal devices. Connection control means
A call center system characterized by comprising:
[0056]
(Additional remark 2) When the telephone call of the said customer's telephone terminal is received, it further has an automatic voice response means which performs voice automatic guidance, The said priority connection ticket issuing means issues a priority connection ticket through the voice automatic guidance The call center system according to appendix 1, wherein:
[0057]
(Supplementary Note 3) When the priority connection ticket issuing unit issues a priority connection ticket including a re-calling time zone in which the customer calls again, and the connection control unit receives a re-call from the telephone terminal of the customer. If the time when the re-call is accepted is included in the re-call time zone included in the priority connection ticket, the call control by the re-call is preferentially controlled to connect to the plurality of telephone operator terminal devices. The call center system according to Supplementary Note 1 or 2.
[0058]
(Supplementary Note 4) The priority connection ticket issuing means sets a plurality of time zones based on a past recall time zone by the customer and a load caused by another recall, and transmits the set time zones to the customer's telephone terminal. The call center system according to appendix 3, wherein a priority connection ticket including a time zone selected by the customer from among the time zones is issued.
[0059]
(Additional remark 5) It further has the priority connection ticket management means which manages the priority connection ticket issued by the said priority connection ticket issuing means, The said connection control means is management information of the priority connection ticket managed by the priority connection ticket management means The call center system according to any one of appendices 1 to 4, wherein connection control is performed on the plurality of telephone operator terminal devices with priority given to a telephone call based on re-calling.
[0060]
(Appendix 6) A call service method for receiving a call from a customer's telephone terminal via a public network and controlling the connection of the call to any of a plurality of telephone operator terminal devices,
A priority connection ticket issuing step for issuing a priority connection ticket to a telephone terminal of a customer who has accepted a call when there is no space in the plurality of telephone operator terminal devices;
When a re-call is accepted from the customer's telephone terminal based on the priority connection ticket issued in the priority ticket issuance step, connection control is performed to the plurality of telephone operator terminal devices with priority on the call by the re-call. Connection control process
A call service method comprising:
[0061]
(Appendix 7) A call service program used in a call center system that accepts a call from a customer's telephone terminal via a public network and controls connection of the call to any one of a plurality of telephone operator terminal devices,
A priority connection ticket issuance procedure for issuing a priority connection ticket to a telephone terminal of a customer who has accepted a call when there is no space in the plurality of telephone operator terminal devices;
When a re-call is accepted from the customer's telephone terminal based on the priority connection ticket issued by the priority ticket issuing procedure, connection control is performed on the plurality of telephone operator terminal devices by giving priority to the call by the re-call. Connection control procedure and
A call service program that causes a computer to execute
[0062]
【The invention's effect】
  As explained above, according to the present invention,Store the statistical access number and issued priority connection ticket number load table for each time zone,When there are no available terminals for multiple telephone operators,The number of priority tickets stored in the load table is presented as a re-calling time zone when the number of priority connection reservations calculated based on the number of statistical accesses is not reached, and is selected from the presented time zone by the customer. Including re-calling hoursWhen a priority connection ticket is issued and a re-call is received from the customer's phone terminal based on the priority connection ticket that has been issued,If the time when the re-call is accepted is included in the re-call time zone included in the priority connection ticket,Since it is configured to control connection to a plurality of telephone operator terminal devices by giving priority to the call by the re-calling, it is possible to reduce the labor of each customer due to the congestion of the call center without increasing the number of operators, and thus efficient. Call service can be provided to customers.In particular, an efficient call service can be realized by efficiently adjusting the time zone for performing a re-call.
[0063]
In addition, according to the present invention, when a call is accepted from a customer's telephone terminal, the priority connection ticket is issued using an automatic voice response that performs voice automatic guidance. Good priority connection can be made.
[Brief description of the drawings]
FIG. 1 is a conceptual diagram of a call center system according to an embodiment.
FIG. 2 is a functional block diagram showing a configuration of a call center system according to the present embodiment.
FIG. 3 is a diagram illustrating an example of a customer management table illustrated in FIG. 2;
4 is a diagram showing an example of a load table shown in FIG. 2. FIG.
FIG. 5 is a diagram showing an example of a priority connection ticket management table shown in FIG. 2;
6 is a flowchart showing a processing procedure when a general call is received by the exchange shown in FIG. 2;
7 is a flowchart showing a priority connection ticket issuing process procedure shown in FIG. 6;
8 is a flowchart showing a processing procedure when a priority connection call is received by the exchange shown in FIG. 2; FIG.
FIG. 9 is a conceptual diagram of a conventional call center system.
[Explanation of symbols]
100 call center
101 Customer phone terminal
102 public network
103 exchange
103a exchange part
103b IVR processor
103c Preferential connection ticket issuing unit
104 Storage device
104a customer management table
104b Load table
104c Preferential connection ticket management table
105-107 Operator telephone terminal for general use
108-109 Operator telephone terminal for priority connection

Claims (3)

A call center system that accepts a call from a customer's telephone terminal via a public network and controls connection of the call to any of a plurality of telephone operator terminal devices,
A load table for storing the number of statistical accesses and the number of issued priority connection tickets for each time period;
The priority ticket number stored in the load table is calculated based on the statistical access number for the telephone terminal of the customer who has accepted the call when there is no space in the plurality of telephone operator terminal devices. A priority connection ticket issuing means for presenting a time zone that has not reached the number of connection reservations as a re-calling time zone, and issuing a priority connection ticket including a re-calling time zone selected from the presented time zone by the customer ;
When a re-call is accepted from the customer's telephone terminal based on the priority connection ticket issued by the priority ticket issuing means, the time when the re-call is accepted is included in the re-call time zone included in the priority connection ticket If so, a call center system comprising connection control means for controlling connection to the plurality of telephone operator terminal devices with priority given to a call by the re-call.   When a call is accepted from the customer's telephone terminal, the apparatus further comprises an automatic voice response means for performing voice automatic guidance, and the priority connection ticket issuing means issues a priority connection ticket through the voice automatic guidance. The call center system according to claim 1. An exchange that accepts a call from a customer's telephone terminal via a public network and controls connection of the call to one of a plurality of telephone operator terminal devices.
  Priority connection reservation in which the number of priority tickets stored in the load table is calculated based on the number of statistical accesses for the customer's telephone terminal that accepts a call when there is no room in the plurality of telephone operator terminal devices A priority connection ticket issuing step of presenting a time zone that has not reached the number as a re-call time zone, and issuing a priority connection ticket including a re-call time zone selected from the presented time zone by the customer;
  When a re-call is accepted from the customer's telephone terminal based on the priority connection ticket issued in the priority ticket issuing step, the time when the re-call is accepted is included in the re-call time zone included in the priority connection ticket A connection control step of controlling connection to the plurality of telephone operator terminal devices in preference to the call by the re-call;
  A call center program characterized in that

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