JP5195190B2 - Customer behavior history collection system and behavior history collection server - Google Patents

Description

  The present invention relates to a customer behavior history collection system and behavior history collection server that collect customer behavior histories in a sales office of a financial institution, and in particular, a customer behavior history collection system that collects customer behavior histories that do not involve account transactions. And an action history collection server.

  The banking system installed in the conventional bank is based on the customer's card information entered at the reception terminal and information such as the purpose of visiting the customer, such as whether an account has been opened at the bank, customer creditworthiness, past transaction status, etc. Performs ordering processing that differentiates the customers of the other bank with the confirmation information, displays customer confirmation information and sales information at the reception desk and conducts transactions with customers, as well as customer input information and decision order information, etc. Customer guidance information is accumulated and recorded in storage means, and appropriate personnel and appropriate services are confirmed by statistical analysis based on this information. However, the customer history information handled in such a conventional banking system is centered on the history of account transactions, and there has been a technical problem that the customer's behavior history not involving account transactions cannot be recorded. That is, it means that the behavior history of the customer who did not perform the account transaction is not managed and the follow-up is not possible. For example, the degree of customer dissatisfaction that has come to the store but did not reach account-related transactions for some reason is not grasped.

  Therefore, in order to improve customer service quality (Customer Service: CS), it is necessary to grasp customer dissatisfaction, but the conventional banking system can only record historical information of account transaction history, There was a problem that we could not grasp the customer's dissatisfaction.

In order to deal with such problems, the reception information of the reception terminal that issues the reception slip and the correspondence information of the reception desk are accumulated as customer visit history in the reception management server, and customer information required for statistical processing is stored. A collecting system is disclosed (see Patent Document 1).
JP 2004-265200 A

  However, in the system disclosed in Patent Document 1, there is a problem that customer behavior histories that do not appear at the corresponding contact counter are not collected while receiving the reception slip, and the corresponding information is not automatically input.

  The present invention has been made in order to solve the above-mentioned problems, and can automatically collect customer behavior histories that do not involve account transactions, and in particular, does not appear at the counter even if a call is made. It is an object of the present invention to provide a customer action history collection system and an action history collection server capable of collecting an action history while paying attention to a customer.

In order to solve the above problems, a customer behavior history collection system according to the present invention includes a non-accounting behavior history collection device that collects a non-accounting behavior history that does not involve a customer's billing transaction provided in a sales office of a financial institution , A customer behavior history collection system comprising a behavior history collection server for accumulating behavior information sent from the non-account behavior history collection device, the non-account behavior history collection device as the customer behavior history Collecting the reception information including the reception time when the customer has performed the reception operation, the call time when calling the customer who has performed the reception operation, and the call information including the call result indicating the behavior of the called customer, and collecting the collected information a reception information and paging information, comprising a program module to be transmitted to the action history collecting server as the behavior information, the action history collection server, the non-accounting system line A receiver for receiving a historical collection device or al before Symbol behavior information, and the action history collecting unit that records a customer-specific action history by collecting the action information the receiving unit receives the action history collection unit is recorded Among the action histories , information indicating whether or not the customer has responded to the call from the call result, and the waiting time of the customer from the reception time and the call time are totaled, and from the recorded action history An aggregate search unit for searching for a customer having a specific behavior history, and recording and analyzing the customer's non-accounting behavior history.

Further, the non-accounting behavior history collecting device of the customer behavior history collecting system of the present invention is provided with a plurality, and one of the non-accounting behavior history collecting devices is operated by a customer who visits the store to receive a receipt number tag. It is a reception terminal that transmits the issued reception time as the reception time and the collected reception information as the behavior information , and the other non-accounting behavior history collection device calls the customer who has received the reception number tag Is the call time, and the collected call information is transmitted as the behavior information , and the program module is provided in each of the reception terminal and the call device.

Further, the non-accounting activity history collection device of the customer behavior history collection system of the present invention includes both a reception terminal that issues a receipt number tag to a customer who has visited the store and a caller that calls the customer who has received the receipt number tag. wherein the program module, and transmits the behavior information from the reception terminal and the calling machine and each provided Getting Starte Symbol reception terminal and the calling machine to the action history collecting server.

  The behavior history collection server of the customer behavior history collection system according to the present invention collates the reception information as the behavior history transmitted from the reception terminal and the call information as the behavior history transmitted from the calling machine. A list of customers who did not respond to the call of the caller, although the receipt slip was drawn at the reception terminal, is created based on customer extraction conditions of customers to be followed including customer identification information.

Then, the action history collection server customer behavior history collection system of the present invention stores a list of customers who said created storage unit, and the customer identification information entered by the customer to the reception terminal, and stored in the storage unit When the customer identification information is collated and the customer corresponds to the customer list, an apology message for the customer is displayed on the reception terminal .

  Further, the non-accounting activity history collecting apparatus of the customer behavior history collecting system of the present invention further includes a window processing terminal for inputting non-accounting behavior at a window called by a customer who has received the receipt number tag. The program module transmits the behavior information from the reception terminal, the calling machine, and the window processing terminal.

Further, the behavior history collection server of the present invention is a customer's acceptance operation as the customer behavior history transmitted from a non-accounting behavior history collection device that does not involve a customer's account transaction provided in a sales office of a financial institution. Collecting the reception information including the received reception time, the call time when calling the customer who performed the reception operation, and the call information including the call result indicating the behavior of the called customer, and collecting the collected reception information and call information. preparative, and reception unit that will receive as the behavior information, and the action history collecting unit that records a customer-specific action history by collecting the action information the receiving unit receives the action history collection unit is recorded among the action history, and the information about whether or not the customer has responded to the call from the call result, aggregate and waiting time of the customer from the reception time and the calling time is recorded ; And a summary search unit which searches a customer with a specific behavior history from the action history, wherein the analyzing records behavior history of non-accounting system of the customer.

  According to the present invention, it is possible to automatically collect and analyze a customer's non-accounting behavior history, grasp information on customer dissatisfaction, and use the information to improve customer response quality at financial institution branches. A customer behavior history collection system and a behavior history collection server that can be collected can be provided.

(Outline of the embodiment)
First, an outline of an embodiment of the present invention will be described.

  This invention collects customer behavior history in a branch office that serves as a customer contact point of a financial institution (commercial bank, securities company, consumer finance company, etc.) for general customers who conduct commercial banking business. This relates to a system, and a schematic configuration of the embodiment is shown with reference to FIG.

  At the center of a financial institution, a customer of a CRM (abbreviation of Customer Relationship Management, hereinafter referred to as CRM) system, which is a system that centrally collects customer information for maintaining relationships with customers and uses it for marketing activities. A CN (abbreviation of Channel Navigator, hereinafter referred to as “CN”) server is installed as a side system. In a branch office of a financial institution, a reception terminal that is generally installed as an existing device and a form in which a channel agent of the CN system is incorporated in a customer caller, or a reception terminal in which a channel agent of the CN system is incorporated A customer call machine is installed.

  Here, the channel agent is application software, and the terminal on which this channel agent is installed is the execution information of various functions provided by the terminal, for example, the receipt slip in which the customer has entered the receipt number at the reception terminal. The information (1) received, or the information (4) that the caller called the receipt number is passed to the channel agent as it is. Then, the channel agent converts the information from the reception terminal or the caller into the CN system standard information (standard telegram) composed of CN and CN database (hereinafter abbreviated as CNDB), and transmits the information to the CN system. Do.

  The standard information (standard telegram) (2) notified from the channel agent incorporated in the reception terminal to the CN system contains the store number included in the cash card for uniquely identifying the customer at the financial institution-course number-account Number, CIF (Customer Information File) number, reception number, store number, reception time, etc. (store number-subject number-account number and / or CIF number may be either or both. Is determined by the amount of data stored on the cash card). The standard information (standard telegram) (5) notified from the channel agent incorporated in the caller to the CN system includes a reception number, a store number, a call result, a call time, and the like.

  The standard information (standard telegram) (2, 5) received from each channel agent is held as the customer behavior history received in the channel navigator (CN) DB via the CN of the CN system (3, 6). .

  CN of CN system analyzes customer behavior history such as reception information or call information held in CNDB and static information of customer CRM system, and extracts customer list by tabulation function (matching) that operates and aggregates regularly (7). Then extract the list of important customers to follow

  The customer behavior history collection system according to the present invention is applicable to a system including the reception terminal, the caller, the channel agent, and the CN and CNDB as the CN system. In a specific embodiment to be described later, a channel agent is referred to as a program module, and a device including a reception terminal, a caller, and a program module is referred to as a non-accounting activity history collection device. Further, the CN in the CN system is referred to as an action history collection server (or CN server), and CNDB is referred to as a database.

(First embodiment)
FIG. 2 shows a block diagram of the first embodiment of the action history collection system of the present invention. A customer behavior history collection system 100 according to this embodiment includes a plurality of non-accounting behavior history collection devices 1a and 1b provided in a sales office, and a behavior history collection server (hereinafter abbreviated as a CN server) provided in a center of a financial institution. 2) and a network 41 connecting the two. The CN server 2 is provided in common with customer financial institutions, and is connected via a network 42 to a CRM system 3 that centrally collects customer information and uses it for marketing activities in order to maintain the relationship with the customer.

  Each of the plurality of non-accounting behavior history collection devices 1a and 1b includes a reception terminal 11 from which a customer receives a reception slip (number tag), and a caller 12 that calls the customer who has received the reception slip by the number. It is configured.

  The reception terminal 11 is installed at a storefront of a sales store, and a customer who visits the store to perform a transaction at a reception desk inserts a transaction card such as a display operation unit for inputting the purpose of visiting the store, a customer's cash card, etc. A card handling unit for reading card information and a number tag issuing unit for issuing a number tag printed with a reception number assigned in the order of reception to a customer (not shown) are provided. When the reception terminal 11 issues a reception slip to the customer, the reception terminal 11 informs the program module 111 of the reception terminal 11 of the information that issued the reception slip. The program module 111 of the reception terminal 11 converts the reception information into standard information (standard telegram) and transmits it to the CN server 2 via the network 41 such as a LAN. The CN server 2 stores and holds the converted reception information in the database 25 of the CN server 2.

  Further, the calling machine 12 determines a reception window according to the customer's purpose of visiting the store received at the reception terminal 11, and accepts it when the counter is available and ready for customer service according to the order by the operation of the person in charge of the financial institution or automatically. The receipt slip number issued by the terminal 11 is pronounced or displayed, and the customer who received the number is called and guided. At this time, the customer's response to this call, for example, information indicating “customer responded” or “customer did not respond” is transmitted to the program module 121 of the caller. As a method of transmission, when an operator who operates the window terminal guided by the customer inputs a reception number to the window terminal, the number is notified to the caller and transmitted to the program module 121 of the caller. There may be a method in which information indicating that the called number is skipped is transmitted to the program module 121 of the calling machine by pushing down a button for skipping the called number. Then, the program module 121 of the caller converts this call information into standard information (standard telegram) and transmits it to the CN server 2 via the network 41. The CN server 2 stores and holds the converted call information in the database 25 of the CN server 2.

The program module 111 of the reception terminal and the program module 121 of the calling machine respectively transmit the behavior (behavior) of the customer at the sales office to the CN server 2 as standard information (standard telegram). This standard information (standard message) includes the following data.
1. CIF number (abbreviation of Customer Information File number, which is a number for uniquely identifying a customer at a financial institution)
2. Store number (store number to which customer belongs)
3. Course (account held by customer)
4). Account number 5. Channel type (which channel)
6). Action history (what you did)
7). Action time (when action was taken)

  For example, in the case of the program module 111 of the reception terminal 11, 5. Is sent to the CN server 2 as an action history. Further, if the program module 121 of the customer caller 12, 5. "Caller", 6. The standard information (standard telegram) “calling and customer responding” or “calling but no response” is sent to the CN server 2 as an action history. Among the standard information (standard telegram), the action history is organized in advance by organizing the actions assumed in each channel and assigning unique numbers. For this reason, the standard information (standard message) 6. The action history ID is entered in the action history. By using the ID, it is possible to generalize the standard information (standard message) on the transmission side and the reception side and to compress the transmission capacity.

  The reception terminal 11 and the calling machine 12 which are the non-accounting activity history collection apparatuses 1a and 1b of this embodiment may be provided with additional program modules 111 and 121, respectively, which are conventionally provided in sales offices. However, the reception terminal 11 provided with the program modules 111 and 121 and the customer caller 12 may be newly provided.

  Next, the CN server 2 collects and stores customer behavior histories sent from the program module 111 of the reception terminal 11 and the program module 121 of the caller 12 which are the non-accounting behavior history collection devices 1a and 1b. And a control unit 21, a communication unit (reception unit) 22, an action history collection unit 23, and a total search unit 24, and is connected to a database 25.

The control unit 21 is configured by a computer, and controls the entire CN server 2 by executing a program. The communication unit (reception unit) 22 receives reception information and call information sent from the reception terminal program module 111 and the caller program module 121 of the non-accounting activity history collection devices 1a and 1b, and if necessary, It receives telegrams from various channels existing in financial institutions, or communicates with the CRM system 3 via the network 42 to receive static information such as customer asset status and financial institution usage. The action history collection unit 23 restores the action history standard information (standard telegram) received by the communication unit (reception unit) 22 from the program module 111 of the reception terminal and the program module 121 of the calling machine and records the information in the database 25. Then, the total search unit 24 searches a customer's behavior history recorded in the database 25 under specific conditions, performs a total search function such as totaling the corresponding customers, and lists the corresponding customers.

  The operation of the action history collection system 100 according to the first embodiment will be described in detail with reference to the functional flowchart shown in FIG.

  Process 1 is an information collection process flow centered on the customer's behavior history for the reception terminal 11. In order to wait for the order of correspondence, the customer who visited the sales store inserts his cash card into the reception terminal 11 installed at the entrance of the sales store (step S101), and a reception slip issued to identify the customer (Step S103). At this time, in order to identify the customer, the reception terminal 11 reads information (store number-subject number-account number, and CIF number if held on the card) that uniquely identifies the customer from the inserted cash card. Then, the information is transmitted to the embedded program module 111 (step S102). Receiving this information, the program module 111 creates standard information (standard telegram) (step S104), and receives a reception action history to the communication unit (reception unit) 22 of the CN server 2 installed in the financial institution center. The standard information (standard message) shown is transmitted (step S105). The communication unit (reception unit) 22 of the CN server 2 that has received the standard information (standard message) calls the behavior history collection unit 23 to request recording of the received behavior history (step S106), and the behavior history collection unit 23 Restores the received action history and records it in the database 25 held in the CN server 2 (step S107). Thereby, the action history information that the customer accessed the reception terminal 11 can be recorded in the database 25.

  Process 2 is an information collection process flow centered on the customer's behavior history for the caller 12 by the caller 12. The customer call machine 12 installed in the sales office produces a receipt slip number issued by the reception terminal 11 when the contact of the counter is possible in accordance with the order by the operation of the person in charge of the financial institution or automatically. The customer who has received is called (step S201). Then, the customer's response to this call, that is, a call result of a response (step S202) indicating “customer responded” or “customer does not respond” is transmitted to the program module 121 of the caller (step S203). The program module 121 of the caller creates standard information (standard telegram) from this call information (step S204) and transmits it to the CN server 2 via the network 41 (step S206). The communication unit (reception unit) 22 of the CN server 2 requests the behavior history collection unit 23 to record the received call information (step S206), and the behavior history collection unit 23 restores the received behavior history information to the CN. Record in the database 25 of the server 2 (step S207). Thereby, the action history corresponding to the customer's calling machine 12 can be recorded in the database 25.

  Process 3 is a process related to the aggregation function of the CN server 2. In the CN server 2 provided in the center of the financial institution, the aggregation search unit 24 is periodically operated (for example, every hour, daily, weekly, monthly, etc.), and the reception terminal 11 stored in the database 25 is received. The reception information transmitted from both devices of the calling machine 12 is collated with the calling information (step S302), and a receipt list is drawn at the reception terminal 11, but a list of customers who did not respond to the call of the calling machine 12 is displayed. For example, it creates based on the customer extraction condition of the customer who should be followed described below, and memorize | stores it in a database (memory | storage part) with the identification information of an applicable customer. Then, the tabulation search unit 24 creates an ID (CIF number or customer number) list that can uniquely identify the customer (step S301).

An example of customer extraction criteria to follow is
(1) It has an action history that the reception terminal 11 has drawn a reception slip, and there was no response when calling the reception slip with the caller 12 (it is no longer on the spot and does not respond to the call) Has an action history.
(2) In addition, the time interval from the issuance of the receipt slip to the call exceeds the waiting patience limit time arbitrarily determined by the financial institution (the time for which it is determined that it is rude if the customer waits longer).
(3) A priority strategy that satisfies the predetermined conditions established by financial institutions (for example, segmentation information using information from the CRM system 3 such as annual income of 10 million yen or more and average monthly balance of 50 million yen or more) Be a customer.
The customer list extracted under the extraction condition is expanded to a sales office or a call center, whereby salesclerks, sales representatives, or call centers of the sales office can follow this specific customer and contribute to CS improvement.

  According to the first embodiment, a financial institution visits a branch office and takes a receipt slip at the reception terminal, but it is important for the bank among customers who have left the branch office for some reason, such as running out of numbness in the waiting time. The customer can be identified after the fact, and the target customers to be followed up by the foreign representatives and call center can be listed separately. In addition, in a branch office that handles an enormous number of customers every day, it is possible to help CS improvement by accurately grasping and following important customers who are responsive.

(Second Embodiment)
FIG. 4 shows a block diagram of a second embodiment of the action history collection system of the present invention. The customer action history collection system 110 of the second embodiment is different from the first embodiment in that it includes a window processing terminal 13 in addition to the conventional reception terminal 11a and caller 12a, and further includes a program module 131. Thus, the non-account system action history collection device 10 is used. Note that FIG. 4 also shows the configuration of the account transaction system 200 in order to help explain the customer behavior history collection system 110 of this embodiment.

  In this embodiment, the purpose of providing the window processing terminal 13 is as follows. Actually, the customer who receives the receipt slip at the reception terminal 11a and appears at the window in response to the customer's calling machine 12a does not perform all account-related transactions thereafter, and the subsequent behavior is also non-account behavior. There are many cases. In the first embodiment, such customer behavior is not recorded as behavior history.

  For example, you can come to a loan-related consultation, receive application documents, check the limit, request a limit change, consult securities or real estate, open a safe deposit box or a loan box, Since all actions such as receiving a certificate of payment, such as a balance certificate or a utility fee transferred from an account, are non-accounting activities, even if they are recorded individually, There is a problem that the action history is not necessarily recorded.

  In addition, even if the customer terminal 11a receives the receipt slip, it does not appear when the customer calls the caller 12a, and if it appears at the window after a while, the action will not be recorded correctly. . Such non-accounting behaviors of customers are often importantly related to future customer transactions and should be systematically recorded and used.

  Therefore, in the second embodiment, the window processing terminal 13 is provided so that such customer behavior can also be recorded in the non-accounting behavior history collection system 110.

  This window processing terminal 13 is provided at all customer service counters in the sales office, and a clerk who responds to the customer understands the customer's intention and presses a processing button corresponding to the subsequent customer behavior. Thus, the non-accounting behavior history of the customer can be input from the program module 131 to the CN server 2 via the network 41 as standardized information (standard telegram). This behavior history ID is a system in which customer behaviors assumed for each window are systematized in advance and arranged by assigning unique numbers, thereby enabling generalization and compression of transmission capacity.

  If the customer's request at the window is a processing request involving an account transaction such as withdrawal from the account, deposit, transfer, payment of taxes or public charges, etc., the employee is account transaction of the account transaction system 200. Processing is performed in accordance with the customer's wishes using the processing device 5, and the processing content is collected and recorded by the accounting server 6 installed in the financial institution center via the network 43 and is accounted for.

  On the other hand, the CN server 2 can access the accounting server 6 and analyze the customer's behavior history and transaction contents in association with each other. Also, an ATM (Automatic Teller Machine) 51 is also connected to the accounting transaction processing apparatus 5 and its operation processing is concentrated in the accounting server 6, so it came back to the store without operating the ATM 51 and stopping at the counter. Customer visit information is also obtained from access to the accounting server 6.

  According to the second embodiment, it is possible to capture and record the non-accounting behavior history of the customer other than the accounting transaction processing at the reception terminal 11a, the customer calling machine 12a, and the window processing terminal 13. Non-accounting behavior history collection system 110 can be realized, so it becomes possible to observe customer behavior from a broader perspective and to follow customers who take the behavior, further expanding the processing functions of the system, This will further improve CS.

(Third embodiment)
In the first embodiment and the second embodiment, the embodiment in which the program module is provided in the non-accounting behavior history collection apparatuses 100 and 110 has been described. However, the present invention is not limited to this, and the third embodiment. As described above, providing the program module in the action history collection server has the same effect. Specifically, although not shown, the behavior history collection server in this embodiment symbolizes non-accounting behavior information that does not accompany customer account transactions provided at a sales office of a financial institution at the receiving unit. It is the form provided with the program module received as a typical standard message. Other configurations are the same as those of the action history collection server of the first embodiment and the second embodiment. That is, the behavior history collection unit that collects the behavior information received by the reception unit and records it as a customer-specific behavior history, and the specific behavior is aggregated from the behavior history recorded by the behavior history collection unit, and the recorded behavior An aggregation search unit that searches for customers having a specific behavior history from the history, records and analyzes the customer's non-accounting behavior history, and makes it possible to obtain information useful for improving customer service quality be able to.

  The present invention is not limited to the embodiments described above, and various modifications such as the following are possible.

(Modification 1)
In the process 3 of the first embodiment, it has been explained that the extracted customer list is expanded to the sales office and the call center, and the sales staff, the sales representative, and the call center follow in accordance with the extracted customer list. By importing into the CN server 2 (stored in the database), the customer identification information (account number, etc.) entered will be checked against the customer identification information stored in the database the next time the customer visits the store or logs in via the next internet banking. If the customer corresponds to the customer list, an apology message can be displayed to the customer.

  For example, if each program module 111 and 121 is provided with a reception function, and it is possible to receive a response message after transmitting an action history to the CN server 2 with standard information (standard message), the response message will be “Important Customer”. By including the information “customer corresponding to the list”, it is possible to immediately respond to customer follow-up on the channel device.

(Modification 2)
In the first embodiment, as an extraction condition of customers to be followed, (1) a receipt slip is drawn at the reception terminal 11, but there is no response to the calling machine 12, and (2) a time interval from the issuance of the receipt slip to the call However, it is possible to extract customers to be followed from other viewpoints.

  For example, if you have never visited a sales office for the past few years, but a customer who has been involved in online banking suddenly came to the store and left an action history with a receipt card at the reception terminal, Often has some strong implications for financial institutions. By summing up the action history collected from the reception terminal or the branch terminal from this viewpoint, it is possible to extract “customers with strong demand for financial institutions”.

In other words, as an extraction condition for customers to follow,
(1) During the period arbitrarily set by the financial institution, a customer who had never visited the store suddenly visited the store and left an action history that he had drawn a receipt at the reception terminal.
(2) In addition, the customer is actively engaged in online banking transactions.
This is applicable when using

(Modification 3)
In the first embodiment, it has been described that a list of customers that meet the conditions is created by counting, but as counting from another viewpoint, by counting the number of people by time zone that did not respond to the call, It is also possible to grasp the congestion situation of the sales store and make an improvement judgment of the system configuration of the store.

It is explanatory drawing which shows schematic structure of the customer action history collection system of this invention. It is a block diagram of a 1st embodiment of a customer action history collection system of the present invention. It is a flowchart according to function of embodiment shown in FIG. It is a block diagram of 2nd Embodiment of the customer action history collection system of this invention.

Explanation of symbols

1a, 1b, 10 Non-account system action history collection device 2 Action history collection server (CN server)
DESCRIPTION OF SYMBOLS 3 Customer CRM system 5 Account type transaction processing apparatus 6 Accounting server 11, 11a Reception terminal 12, 12a Calling machine 13 Window processing terminal 21 Control part 22 Communication part (reception part)
23 Action History Collection Unit 24 Total Search Unit 25 Database 41, 42, 43 Network 51 ATM
100, 110 Customer behavior history collection system 111, 121, 131 Program module (channel agent)
200 Account transaction system

Claims (7)

A non-accounting behavior history collection device that collects non-accounting behavior histories that do not involve customer account transactions provided at a sales office of a financial institution, and accumulates behavior information sent from the non-accounting behavior history collection device A customer behavior history collection system comprising an behavior history collection server,
The non-accounting activity history collection device is
As the customer's behavior history, reception information including a reception time when the customer has performed a reception operation, call time when the customer who has performed the reception operation is called, and call information including a call result indicating the behavior of the called customer Collecting and collecting the collected reception information and call information as the behavior information to the behavior history collection server,
The action history collection server
A reception section that receives the non-core banking action history collection apparatus or found before Symbol behavior information,
The behavior history collection unit that collects the behavior information received by the reception unit and records the behavior information for each customer;
Among the behavior histories recorded by the behavior history collection unit , information on whether or not the customer has responded to the call from the call result, and the waiting time of the customer from the reception time and the call time , A total search unit for searching for customers having a specific action history from the recorded action history,
A customer behavior history collection system for recording and analyzing the customer's non-accounting behavior history. The non-account system activity history collection device is configured to include a plurality,
One of the non-account system behavior history collection device is a reception terminal that is operated by a customer who visits the store and issues a reception number tag as the reception time, and transmits the collected reception information as the behavior information ,
The other non-account system action history collection device is a calling machine that uses the time when the customer who received the receipt number tag is called as the call time, and transmits the collected call information as the action information ,
2. The customer behavior history collection system according to claim 1, wherein the program module is provided in each of the reception terminal and the caller. The non-account system action history collection device includes both a reception terminal that issues a receipt number tag to a customer who has visited the store, and a caller that calls the customer who has received the receipt number tag.
The program modules to claim 2, characterized by transmitting the action information from the reception terminal and the calling machine and SL before each Ru is provided on the reception terminal and the calling machine to the action history collecting server The customer behavior history collection system described.   The behavior history collection server collates the reception information as the behavior history transmitted from the reception terminal and the call information as the behavior history transmitted from the caller, and draws a reception slip at the reception terminal. The customer behavior according to claim 2 or 3, wherein a list of customers who did not respond to the call of the caller is created based on customer extraction conditions of customers to be followed including customer identification information. History collection system. The behavior history collection server stores the created customer list in a storage unit, collates customer identification information input by the customer into the reception terminal, and customer identification information stored in the storage unit, and 5. The customer behavior history collection system according to claim 4, wherein when the customer corresponds to the list, a message of apologizing to the customer is displayed on the reception terminal . The non-accounting activity history collection device further includes a window processing terminal for inputting non-accounting behavior at a window called by a customer who has received the receipt number tag,
3. The customer behavior history collection system according to claim 2, wherein the program module transmits the behavior information from the reception terminal, the calling machine, and the window processing terminal. Received from the non-account system behavior history collection device that does not accompany the customer's account transaction provided at the sales office of the financial institution, as the customer's behavior history, including reception information including a reception time when the customer has accepted the operation, and the reception call time that called engineered customer, and collects the call information including a call results showing the behavior of the invoked customers, and the collected reception information and call information, that will receive as the action information received Nobube and
The behavior history collection unit that collects the behavior information received by the reception unit and records the behavior information for each customer;
Among the behavior histories recorded by the behavior history collection unit , information on whether or not the customer has responded to the call from the call result, and the waiting time of the customer from the reception time and the call time , A total search unit for searching for customers having a specific action history from the recorded action history,
A behavior history collection server that records and analyzes the customer's non-account behavior history.

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