JP2003169145A - Call center managing server, processing method therefor and system therefor - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center managing server, a processing method therefor and a system therefor which enable improvement of the operation efficiency of an operator. <P>SOLUTION: The call center managing server has a telephone call function for managing the calling work of the operator, a telephone call receiving function for managing incoming telephone call from a client, a storage means for storing client information which is the attribute information of the client and conversation content information which is the point of contents of a conversation between the operator and the client, a client information display function for the operator to read the client information on the client under telephone-calling or telephone call receiving work out of the storage means and to display the information on the operator terminal of that operator, a conversation content storage function for the operator to input and store the conversation content information in the storage means, and a temporary conversation content information storage means for the operator to temporarily store the conversation content information in the middle of input when carrying out different work by temporarily stopping the input work of the conversation content information. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

TECHNICAL FIELD The present invention relates to a call center management server, a processing method thereof, and a system thereof.

[0002]

2. Description of the Related Art Due to technological innovation and increased consumer awareness, customer demands for various products and services have become more diverse and more sophisticated. For example, many questions, requests, and complaints are received from customers who purchase and sell products that are manufactured and sold by manufacturers and shops on the Internet. A so-called call center has been established in order to appropriately respond to such customer requests and to collect and record the information for use in marketing.

A large number of operators are arranged in the call center to directly answer and answer telephones (calls, incoming calls) from customers via various communication terminals such as telephones and personal computers. The terminal of each operator is CTI (Computer Tel)
A management server called ephony integration) server is centrally managed so that the computer function and the telephone function are linked. For example, the CTI server automatically displays a customer information list showing the sales history of the customer on the screen of the operator terminal when the operator responds to the incoming call from the customer who is already registered in the customer database.

[0004]

[Problems to be Solved by the Invention]
It is roughly divided into a call work in which an operator makes a call to a customer and a power reception work in which an incoming call from the customer is received.

[0005] For the call work, for example, the call customer list of the day designated by the supervisor of the call center is CTed.
All you have to do is to take out from the I-server, call up one after another in the order of the list, and convey / listen the necessary information to each customer. At that time, each time the call work to each customer is completed, the necessary items of the conversation contents are input at the operator terminal. The conversation record input in this way is stored in a customer database of the CTI server or the like, and is used as customer information in a later call business or as information for sales promotion activities.

[0006] The power receiving work is basically the same as the call receiving work, in which the necessary information is transmitted and listened to by the incoming call from the customer, and the operator records the conversation record in the server to record it. I'll do it. However, the power receiving work is
It is necessary to respond to incoming calls as quickly as possible so that customers who call them will not wait for a long time.

In the conventional call center system, the call work and the power receiving work of the operator are normally completely independent. Therefore, the operator in charge of the call work and the operator in charge of the power receiving work are completely separated from each other. Was there. As a result, the operator in charge of the call repeatedly executes the work steps of call work → conversation content recording during the work,
On the other hand, the operator in charge of receiving electricity receives electricity → records conversation content →
The work step called standby was repeatedly executed.

In such a conventional call center system, when a CTI server receives a new call from a customer, the CTI server searches for a person who is in a standby state among the operators in charge of power reception and has finished recording the conversation contents, and waits for that. I was connected to the operator inside.

However, by completely separating the operator in charge of the call work and the operator in charge of the power reception work, the operating efficiency of the operator as a whole is lowered. This was due to the fact that the work step of the power receiving operator had a standby time, that is, a time when no work was being performed. In particular, when a large number of power receiving operators are arranged in a time zone when there is relatively little incoming power, the standby time for the power receiving operators is considerably long, which is inefficient.

Therefore, the present invention has been made to solve the above problems, and an object of the present invention is to provide a call center management server, a processing method thereof, and a system thereof which can improve the operating efficiency of an operator.

[0011]

In order to solve the above-mentioned problems, a first invention according to the present application is to provide a call function for managing a call operation in which an operator calls a customer from an operator terminal, and a customer. A power receiving function that allocates incoming power from an appropriate operator to perform power receiving work, customer information that is attribute information about a customer, and storage means that stores conversation content information that is a main point of conversation content between the operator and the customer. , The operator reads out the customer information relating to the customer who is performing a call or receiving power from the storage means and displays the customer information on the operator terminal of the operator, and the conversation content information between the operator and the customer. A conversation content storage function for inputting and storing in the storage means, and an operator temporarily suspending the input work of the conversation content information,
A call center management server having conversation content information temporary storage means for temporarily storing the conversation content information during the input when performing a work different from the work.

According to the first aspect of the invention, when the operator temporarily suspends the task of inputting the conversation content information and performs a task different from the task, the conversation content information during the input is temporarily stored. Since the conversation content information storage means is provided, the input operation of the conversation content information performed after the call work or the power receiving work is temporarily suspended, and the original conversation content information input work is continued again after performing other work. be able to. As a result,
Even a conventional call operator, if there is a new incoming call during the conversation content information input work after the call is completed, the operator can quickly respond to the incoming call and perform the power receiving work, etc. Since it is possible to return to the work, it is no longer necessary to separate the operator in charge of the call from the operator in charge of the call. Eventually, the power receiving work for the new incoming power can be performed between the call or power receiving work cycles, so that the standby time is eliminated and the operating efficiency of the entire operator can be improved.

The second invention of the present application is characterized in that, in the call center management server of the first invention, the work that the operator temporarily suspends the work of inputting the conversation content information is the power receiving work. Is a call center management server.

According to the second aspect of the invention, the operator quickly responds to a new incoming call during the conversation content information input work performed after the call or power reception work by temporarily interrupting the work. It can be performed. Therefore, it is not necessary to arrange an operator specializing in power receiving work, and the standby time is also eliminated, so that the operating efficiency of the entire operator can be improved.

Further, a third invention according to the present application is that a caller has a function to manage a call work in which an operator makes a call to a customer from an operator terminal, and an incoming call from the customer is allocated to an appropriate operator to receive a work. The power receiving function for performing the customer, customer information that is attribute information about the customer, and storage means that stores conversation content information that is the main point of the content of the conversation between the operator and the customer, and the operator regarding the customer who is receiving or receiving power. A customer information display function of reading customer information from the storage means and displaying it on the operator terminal of the operator; and a conversation content storage function of allowing the operator to input and store the conversation content information between the operator and the customer in the storage means. , At least one of the call work, the power receiving work, and the conversation content information input work is performed by the operator who is executing the work. To Operator terminal screen, it is a call center management server having an incoming telegram display function of notifying the new Leiden from customers.

According to the third aspect of the invention, for at least one of the call work, the power receiving work, and the conversation content information input work, the customer's terminal screen is displayed on the terminal screen of the operator who is executing the work. By providing the incoming call display function to notify the new incoming call, the operator can know that a new incoming call has occurred during the call / power receiving work or during the conversation content information input work, and hurry the work. Power receiving work can be performed by terminating the operation. Therefore, it is not necessary to have an operator specializing in power receiving work, and the operating efficiency of the entire operator can be improved.

Further, a fourth invention according to the present application is that a call function for managing a call work in which an operator calls a customer from an operator terminal and a call reception from a customer are assigned to an appropriate operator to receive a call. The power receiving function for performing the customer, customer information that is attribute information about the customer, and storage means that stores conversation content information that is the main point of the content of the conversation between the operator and the customer, and the operator regarding the customer who is receiving or receiving power. A customer information display function of reading customer information from the storage means and displaying it on the operator terminal of the operator; and a conversation content storage function of allowing the operator to input and store the conversation content information between the operator and the customer in the storage means. , At least one of the call work, the power receiving work, and the conversation content information input work is performed by the operator who is executing the work. On the operator terminal screen, an incoming call display function for notifying a new incoming call from a customer, and when the operator temporarily suspends the task of inputting the conversation content information and executes the incoming call task for receiving the new incoming call, A call center management server having conversation content information temporary storage means for temporarily storing the conversation content information during the input.

According to the fourth aspect of the invention, by providing the incoming call display function and the temporary storage means for the conversation content information, the operator interrupts the conversation content information input operation to newly start the operation. You can receive incoming calls. In addition, during the call or power receiving work, it is possible to know the occurrence of a new incoming power and immediately terminate the work to receive the power. Therefore, it is not necessary to have an operator specializing in power receiving work,
The operating efficiency of the entire operator can be improved.

Further, a call processing step in which the operator manages the call work for making a call to the customer from the operator terminal, a power receiving process step in which the call from the customer is allocated to an appropriate operator and the power receiving work is performed, and the customer Storage means for storing customer information which is attribute information regarding the customer and conversation content information which is a main point of conversation content between the operator and the customer, and the customer information regarding the customer during which the operator is receiving or receiving power. Read out from the operator and displayed on the operator terminal of the operator, a conversation content storage processing step in which the operator inputs and stores the conversation content information between the operator and the customer in the storage means; At least one of the power receiving work and the conversation content information input work is being executed An incoming call display processing step of notifying a new incoming call from the customer on the operator terminal screen of the operator, and the operator temporarily suspends the work of inputting the conversation content information, and executes the power receiving work of receiving the new incoming power. At this time, a call center management processing method having a conversation content information temporary storage processing step of temporarily storing the conversation content information during the input can also be realized.

A system including a call center management server and an operator terminal connected via a network, wherein the call center management server manages a call work in which an operator calls a customer from the operator terminal. Stores functions, power reception function that allocates incoming power from customers to appropriate operators to perform power reception work, customer information that is attribute information about customers, and conversation content information that is the main point of conversation content between operators and customers Storing means, a customer information display function for reading out the customer information relating to a customer who is performing a call or receiving power from the operator and displaying the customer information on the operator terminal of the operator, and conversation content information between the operator and the customer. A conversation content storage function for the operator to input and store in the storage means For at least one of the power receiving work and the conversation content information input work, a call arrival display function for notifying a new call from the customer on the operator terminal screen of the operator who is executing the work, and the conversation content by the operator. And a conversation content information temporary storage means for temporarily storing the conversation content information during the input when the information input work is temporarily interrupted and the power receiving work for receiving the new incoming power is executed. It is also possible to realize a call center management system that

[0021]

BEST MODE FOR CARRYING OUT THE INVENTION == System Configuration == Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings. First, the configuration of the call center system of the present invention will be described. As a premise of this embodiment, it is assumed that this call center is a call center of a debt collection agency service provider. This debt collection agency service provider (hereinafter, call center provider) receives an agency request from various client companies (hereinafter, creditors) such as a company that performs online mail order and mobile phone carriers, and the products (services) of the client company. Make a reminder call to consumers (debtors) who are delinquent in payment of fees.

FIG. 1 is a diagram showing a schematic configuration according to an embodiment of a call center system of the present invention. A CTI (Computer Telephony Integration) server 10 as a call center management server for centrally managing the entire call center system is a private telephone exchange system PBX (Pr) for exchanging external telephones and extension telephones received from a public telephone line network 30.
ivate branch exchange) 32, and operator A,
B and C are connected to work terminals 34a, 34b, and 34c at which work is performed by lines such as Ethernet (registered trademark) and wireless LAN. For the sake of convenience, only three operators A to C are shown, but in reality, there may be more. Usually, these operators are divided into groups, and the operators of each group make only a specific customer group (for example, a debtor of a certain creditor) a call / power receiving target.

Terminals 34a to 34c of the operators A to C
Includes personal computers 342a, 342b, 342c connected to the CTI server 10 and telephones 341a, 341b, 341c connected to the PBX 32. The telephones 341a to 341c may be ordinary telephones, or may be provided as expansion boards having a telephone function in the expansion slots of the personal computers 342a to 342c.

As the internal configuration of the CTI server 10, in addition to a general control unit (not shown), a call unit 11,
Power receiving unit 12, customer information display unit 13, conversation content storage unit 1
4, an incoming call display unit 15, a preview creation unit 16, and various storage means as an operator information database (hereinafter,
The database includes a database (abbreviated as DB, the same applies to others) 21, a customer information DB 22, a conversation content information DB 23, and a conversation content information temporary storage unit 24.

The operators A to C are assigned their own IDs, and this information is stored in the operator information DB 21. Each operator A to C logs in by entering an ID into each of the terminals 34a to 34c at the start of work. Based on this information, the CTI server 10 identifies the correspondence between the terminals 34a to 34c and the operators A to C.

The caller 11 operates the terminals 3 of the operators A to C.
4a to 34c manage the call work for making a reminder call to the customer. Specifically, for example, based on a list called preview (details described later) in which customers who are to be called are grouped for each predetermined attribute condition, the process of automatically calling the customers in the list is controlled.

On the other hand, when a call comes in from a customer, that is, when there is an incoming call, the incoming call display section 15 first sends an incoming call to the terminal screens of all operators in charge of the group to which the customer belongs. Display that it is coming. Then, the incoming power is searched for and assigned by the function of the power receiving unit 12 to an operator who is in a power receiving state (status).

When operators A to C start a conversation with a customer by receiving incoming calls or calling, the customer information display section 13 is displayed.
With the function of, the customer information, which is the attribute information of the customer, is automatically displayed on the screens of the operator terminals 34a to 34c. This customer information is stored in advance in the customer information DB 22. The customer information is, for example, information such as what creditor's customer and what product the customer is delinquent in paying, and when the delinquency start date is. More details will be described later.

After finishing the conversation with the customer, the operators A to C input the determined items of the conversation contents to the terminals 34a to 34c as conversation contents information. The conversation content information is, for example, whether or not the person who has the conversation is the debtor himself,
Information such as whether the place where the call was made was at home or at work. More details will be described later. The input conversation content information is stored in the conversation content information DB 23 by the function of the conversation content storage unit 14. This conversation content information may be added to the customer information of the customer.

The input operation of the conversation content information can be temporarily interrupted by the function of the conversation content storage unit 14. At that time, the conversation content information being input is temporarily stored in the conversation information temporary storage unit 24 as a conversation content information temporary storage means.
Stored in. For example, when a new incoming call is received during the work of inputting the conversation content information, the operators A to C suspend the input work, perform the power receiving work, and input again from the conversation information temporary storage unit 24 after the power receiving work is completed. Read the conversation content information screen on the way and continue.

== Processing Flow == Next, regarding the processing flow of this embodiment, the flow chart of FIG.
Also, description will be made with reference to various display screen image diagrams of the operator terminals 34a to 34c. Here, operator A
I will explain according to the flow that it will be called and received on a certain day. Each screen image diagram shows only the characteristic part and omits the part which is not particularly necessary for the explanation of the present invention.

FIG. 2 is a flowchart showing an outline of the processing flow of this embodiment. The work performed by the operator A at the terminal 34a and the flow of each process in the CTI server 10 are shown separately. The exchange of data and control signals between the two is indicated by arrows between the two. First, operator A
Is a personal computer 342 of its own terminal 34a.
Enter the ID in a and the CTI server will display the operator information DB.
21 and logs in by accepting this by referring to the contents of 21 (steps s100, s20).
0). FIG. 3 is an image diagram showing a characteristic part of the work start screen 40 after login on the terminal 34a.

On the work start screen 40, the setting menu 4
1, normal menu 42, and form output menu 43 3
There are various types of menus. Of these, the setting menu 41 is provided with work items such as a preview creation 41a. To perform a preview (group list of customers who make a call) to be described later, this preview creation button 41a is clicked.

The normal menu 42 is provided with work items such as a preview / inbound 42a. When the preview / inbound button 42a is clicked, the screen transits to a screen (FIG. 8) for executing the call work or the power receiving work. Although not shown, the form output menu 43 is provided with menu buttons for outputting various forms.

In this embodiment, the operator A clicks the preview creation button 41a after logging in to perform the preview creation work (step s102). At that time, in the CTI server 10, the preview creating unit 16 executes a preview creating process (step s202). Here, a method of making a call will be described in some detail. According to the call center system of this embodiment, there are three methods for the operator to call.

The first call method is, as it were, an ordinary call method. Computer 342a, just like a regular phone
Enter the customer's phone number on the screen and call. The second calling method is a method of calling after searching for a customer. Specify the customer's name and address, creditor's address, etc., and CT
This is a method of searching the customer information DB of the I server 10 and calling the searched customer.

In the present embodiment, a call method using preview, which is a third call method, will be described below.
The preview is a group list in which customers who are call targets having a specific attribute are grouped. Operator A
When the user clicks the preview creation button 41a on the work start screen 40, the preview management screen of FIG. 4 is displayed.

The preview management screen 50 is provided with a new creation field 51 and a correction / deletion field 52. Among them, the new creation field 51 is used for creating a new preview, and is a text box 51 for inputting a preview name.
a and a preview creation start button 51b are provided.

In the correction / deletion column 52, an existing preview list used for correcting / deleting the already created preview is displayed. Attribute items such as a preview name, a preview ID, a preview registration date, a preview registration time, and the number of customers (total number) belonging to the preview are displayed in each preview item. "XXXXX" and "XXXXX" at the beginning of the preview name are codes that specify the client (creditor party) of the preview.

On the preview management screen 50, enter a newly created preview name and click the create preview button 51b.
When is clicked, the screen transitions to the preview extraction screen of FIG. Here, in order to extract a debtor who has received a debt collection request from September 1, 2001 to September 30, 2001 from a creditor called C securities, “C securities trustees 901-9
It is assumed that the customers who belong to the preview with the preview name “30” are extracted. The various extraction conditions for such a preview may be determined by the supervisor of the call center and instructed to the operator.

The operator who has received the instruction inputs various specified extraction conditions in the preview name / extraction condition column 61 of the preview extraction screen 60. A preview name display box 61a is provided at the top of the preview name / extraction condition column, and the preview name input on the preview management screen 40 is already displayed.

Below the preview name display box 61a, various extraction condition input items such as the acceptance date 61b and the client code 61c are arranged. In the client code input field 61c, the client name (“C securities”) is selected and input together with the code (“ΔΔΔΔ”) from the pull-down menu. In the acceptance date input field 61b,
Enter the consignment date for which a client has received a debt collection request from the client. Here, the period from September 1, 2001 to September 30, 2001 is designated.

In the extraction target telephone number column 62 provided below the preview extraction screen 60, one or a plurality of telephone destinations to call the customer, such as his or her home or work, can be designated. When the extraction button 63 at the lower right of the preview extraction screen 60 is clicked after the input of the extraction conditions is completed, the preview extraction result screen is displayed.

FIG. 6 is a preview extraction result screen. The preview extraction result screen 70 is provided with a preview name display box 71 and a created preview list field 72. In the list field 72 of the created preview,
The preview just created "C Securities Trustee 901-9"
“30” is highlighted and the preview name is automatically displayed in the preview name display box 71.

In this state, the preview extraction result screen 70
When the OK button 73 at the lower right is clicked, the screen moves to a preview detail screen displaying a list of customers who belong to the “C securities depositary 901 to 930” preview. If a user wants to display a preview detail screen other than "C Securities Depository 901 to 930", he or she may click the desired preview item in the list 72, highlight it, and then click the OK button 73. .

FIG. 7 shows a preview detail screen 80. In the preview information column 82, the extraction date regarding this preview,
Information such as the total number is displayed. In this example, since only two customers belong to the preview, the total number is 2. In the customer list column 85, a list of all customers included in the "C securities depositary 901 to 930" is displayed. Of the items in this list, "Management number"
Is an identification number given to each bond. "Code" is the client code. “Balance” is the balance of the amount of credit.

It is possible to vertically drag the customer list 85 with a mouse to select one or a plurality of customers, and then shift to a call work for those customers (step s104). To call the selected plurality of customers in order from the top of the customer list 85, click the ascending order button 81a in the call order selection field 81 at the upper left of the preview detail screen 80. Similarly, when calling from the bottom of the customer list 85 in order, the descending order button 81b is clicked. Further, when the automatic button 83 below the call order selection field 81 is clicked, when the call work for one selected customer group is completed, the customer automatically enters a call state in which the next customer is called. . Similarly, if you click the initiative button 84,
Every time the call work for one customer is completed, the operator A clicks the call button (another screen) by himself to enter the manual call state.

An incoming call display section 86 is provided at the upper right of the preview detail screen 80. If a new incoming call comes in during the work on this screen, the number of incoming calls is displayed on the incoming call display unit 86. In that case, the operator A uses the end button 8
Click 7 to interrupt this preview work.
Then, the screen transits to the search / telephone function screen of FIG. From the screen of the transition destination, the work of receiving the incoming power can be executed.

The above is a description of the flow of first creating a preview and then directly proceeding to the call work. If a preview has already been created, for example, operator A
Selects the preview / inbound menu 42a on the work start screen 40. Then, the screen transits to the search / telephone function screen shown in FIG.

FIG. 8 is a search / telephone function screen 90.
When a customer is searched for before the call is made, instead of the normal call method or the preview call method, the search function column 91 provided above the screen 90 is used. In the search function column 91, enter as many search conditions as the bond management number, debtor name, debtor birth date, client (creditor) code, etc., and click the search button 93 at the bottom right of the screen. A customer group that matches the search condition is extracted from the customer information DB 22 of the server 10 and a search result screen is displayed (not shown). This search result screen is the same as the preview detail screen 80 (Fig. 7). Select a customer who actually wants to call from the list of searched customer groups, and then use automatic call or manual call. Calling work can be performed.

A telephone function column 92 is provided in the lower half of the search telephone function screen 90. It is used when making a call using the usual call method regardless of the search or preview method. Enter the telephone number in the number button section 92d in the same way as a normal touch-tone telephone, and call / receive the power button 9
Calling starts by clicking 2a. To end the conversation, click the disconnect button 92b.

At the lower left of the telephone function column 92, a work time box 92c is provided. This is because the operator A is performing work other than conversation by calling / receiving power (inputting search conditions, inputting conversation content information described later, etc.),
Being able to release your hand (status)
It is a check box for declaring to the TI server. Check this work time box 92c
It can be said that this is a kind of flag that declares the busy status to the CTI server. When the operator A puts a check in the work box 92c, the CTI server 10 does not allocate it to the operator A even if there is a new incoming call.

This search / telephone function screen 90 also has an incoming call display section 95 at the upper right. When a new call comes in, the number of cases is displayed on the display unit 95. If the operator A checks the work time box 92c and sees the display of new incoming power while working, he / she can uncheck the work time box 92c to receive power. The CTI server 10 recognizes that the operator A whose check indicating the work time is unchecked is in a power-receivable state and allocates the incoming power to the operator A. A ringing tone for the telephone or a computer 342
Since a pop-up display indicating an incoming call is displayed on the screen of a, the operator A receives it.

Not only during the work corresponding to the work time but also during the conversation by the operator A for receiving / receiving power, when a new incoming call comes in, the number of incoming calls is displayed on the incoming call display section. In this case, since the CTI server recognizes that the operator A is already in conversation, it does not allocate new incoming calls to the operator A, but the operator A
Can intentionally end the current conversation early and receive a new incoming call. In this way, by providing the incoming call display unit 95 on each screen, the work can be temporarily interrupted during another work to receive a new incoming call, or the current conversation can be terminated early to receive the incoming call. Since it is possible to do so, it is possible to prevent customers who have received incoming calls from waiting for a long time. Further, it is not necessary to provide an operator specializing in power reception, and all operators can perform the call work and the power reception work in parallel.

On the search / telephone function screen, when performing the call work by the method using the preview, the preview work button 94 at the lower right of the screen is clicked. Then, a preview list screen (not shown) similar to the preview extraction result screen 70 (FIG. 6) is displayed. A desired preview item is selected from the list and the call work is started. Since the procedure is almost the same as the flow of the above-mentioned preview creation → calling, the description is omitted. It is also possible for a plurality of operators to share the call for a certain preview. In that case, to prevent another operator from repeatedly calling the same debtor,
The function of the call unit 11 may be used to perform exclusive control.

When the operator A starts the call work by the various methods described above (step s104), the call section 11 of the CTI server 10 executes the call process (step s2).
04). Next, the customer information display unit 13 of the CTI server 10
By the function (step s206), the customer information screen for displaying the customer information of the customer who is the call target is automatically displayed on the computer 342a of the operator A. In this embodiment, the operator A executes the calling method by the above-mentioned preview, and sequentially calls the debtor Mr. Taro Taro and Mr. Hanako from the list 85 of the “C securities deposit 901 to 930” preview detail screen 80. I will.

FIG. 9 is a customer information screen 100 of Mr. Taro Oberator. This customer information screen mainly includes a current information column 101, a contract information column 102, a conversation content history column 103,
And various function buttons 104, 105, 106, 107,
109 is provided. Operator A has three columns 1
While referring to the contents of 01, 102, and 103, various conversations (debt collection negotiation) are conducted with the customer patent Taro (step s106).

The current information column 101 contains information such as the customer's name, date of birth, current address, telephone number, and credit balance column up to the present. Refer to this column 101 for necessary information on the customer. If you understand.

In the contract information column 102, information such as the name of the client (creditor), the name of the product for which the bond has been issued, the consignment date of the collection agency request, the delinquency start date of the debtor, the client's bank account, etc. is described. Therefore, necessary information about the client can be found by referring to this column 102.

In the conversation content history column 103, a list of conversation content information, which is the main point of the conversation content when the operator of this call center calls or receives power to this customer in the past, is described. The items are the conversation date and time, conversation destination (place where the call was made), conversation partner, operator name in charge,
Negotiation details etc.

When the current conversation with the debtor, Mr. Taro, is completed, the operator A inputs the current conversation content information into the conversation content history column 103 and adds the history (step s).
108). First, when the collective input button 104 at the lower right of the customer information screen 100 is pressed, the conversation content information storage unit 14 of the CTI server 10 is activated, and the terminal 3 of the operator A is activated.
A batch registration screen (not shown) is displayed on the screen 4a.
On this screen, the words that are candidates for input are listed in advance for each of the various items that make up the conversation content information, and operator A can simply enter each item by selecting it and clicking it. .

When the input of the conversation content information is completed on the collective registration screen, the screen automatically returns to the customer information screen 100 again. The incoming call display unit 108 is also provided on the upper right of the customer information screen 100 (and the collective registration screen). If there is no incoming call display at the time of finishing the input of the conversation content information about Mr. Taro Koto, Operator A clicks the next telephone button 105 at the lower right of the screen to call the next obligor Mr. Hanako Patent. . Then, the call function of the CTI server 10 automatically or manually executes a call, and this time, the customer information screen 100 about Mr. Hanako is automatically displayed.

In this embodiment, the incoming call was displayed during the conversation information inputting work for Mr. Taro Johatsu (step s).
210). In that case, the operator A returns from the collective registration screen to the customer information screen 100, clicks the registration continuation button 106 at the lower right of the screen, and temporarily stores this screen (step s110). CTI server 1
0 receives the command, the conversation information temporary storage unit 2
The conversation content information in the middle of input is stored in 4 (step s212).

To receive the new incoming call, the operator A clicks the telephone function button 109 below the customer information screen 100. Then, the search / telephone function screen 90 is displayed on the operator terminal 34a. This search / telephone function screen 9
The telephone function field 92 on the lower side of 0 is used to perform power receiving work. Instead of the search / telephone function screen 90, a new telephone function screen may be provided and the screen may be displayed.

Since the operator A was inputting conversation content information immediately before, the work time box 92c at the lower left of the telephone function column 92 is checked, and C
The TI server 10 recognizes that the operator A is working. Therefore, the operator A first unchecks the work time box 92c. Then, the incoming call is allocated and a pop-up screen (not shown) showing the incoming call is displayed. By clicking the power receiving button in the pop-up screen, the power receiving is started (step s112).

With respect to this power reception, the conversation content information is input after the conversation is completed, and the power reception work is completed (step s114). Then, the procedure returns to the work of registering the content information regarding the conversation with Mr. Taro Taro, which was interrupted on the way (step s116). Specifically, on the customer information screen 100 of Mr. Taro Johatsu, when the power receiving work is completed, the conversation content information being input is automatically read from the conversation information temporary storage unit 24 of the CTI server 10 (step s216),
The input work, which is the original work, can be continued again (step s116).

When there is no incoming call display at the time when the input work of the conversation content information about Mr. Taro Jako is completed (step s118), the next telephone button 105 is clicked,
Call the next customer of the "C Securities Trustees 901 to 930" preview, Mr. Hanako Jpn (step s120). When completing the input of the conversation content information, the customer information screen 10
0 When the registration end button 107 at the bottom right is clicked, the conversation content information is stored in the conversation content information DB of the CTI server 10.
23 (step s218). After that, work such as calling, conversation information input, new incoming power reception, etc. is similarly performed.
Alternatively, as in this embodiment, “C securities depositary 901 to 93”
When there are only two customers of the "0" preview, the call work related to this preview is terminated (s122).

The embodiment described in detail above is merely an example, and it goes without saying that various modifications can be made especially to the display of the operator terminal screen and the work flow.

[0069]

According to the call center management server, the processing method thereof, and the system thereof of the present invention, the operating efficiency of the operator can be improved.

[Brief description of drawings]

FIG. 1 is a diagram showing a schematic configuration according to an embodiment of a call center system of the present invention.

FIG. 2 is a flowchart showing a processing procedure of the call center system according to the embodiment of FIG.

FIG. 3 is an image diagram of a work start screen of the operator terminal according to the embodiment of FIG.

4 is an image diagram of a preview management screen according to the embodiment of FIG.

5 is an image diagram of a preview extraction screen according to the embodiment of FIG.

FIG. 6 is an image diagram of a preview extraction result screen according to the embodiment of FIG.

7 is a preview detail screen according to the embodiment of FIG.
FIG.

8 is a search / telephone function screen according to the embodiment of FIG.
FIG.

9 is an image diagram of a customer information screen according to the embodiment of FIG.

[Explanation of symbols]

10 CTI server 11 Calling section 12 Power receiving section 13 Customer information display section 14 Conversation content storage section 15 Calling display section 16 Preview creation section 21 Operator information DB 22 Customer information DB 23 Conversation content information DB 24 Conversation information temporary storage section 30 Public Line network 32 PBX 34a, 34b, 34c Operator terminals 341a, 341b, 341c Telephones 342a, 342b, 342c Personal computer 40 Work start screen 41 Setting menu 41a Preview creation button 42 Normal menu 42a Preview / inbound button 43 Form output menu 44 End button 50 Preview Management Screen 51 New Creation Field 51a Preview Name Box 51b Preview Creation Button 52 Modify / Delete Field 60 Preview Extraction Screen 61 Preview Name / Extraction Condition Field 61a Preview Name box 61b Acceptance date input box 61c Client code input box 62 Extraction target telephone number field 63 Extraction button 64 Finish button 70 Preview extraction result screen 71 Preview name box 72 Preview list field 73 OK button 80 Preview detail screen 81 Calling order selection field 81a Ascending button 81b Descending button 82 Preview information column 83 Auto button 84 Manual button 85 Customer list 86 Call display section 90 Search / telephone function screen 91 Search function column 92 Telephone function column 92a Call / power receiving button 92b Disconnect button 92c Work time Box 92d Number button 93 Search button 94 Preview work button 95 Incoming call display section 96 End button 100 Customer information screen 101 Current information field 102 Contract information field 103 Conversation content history field 104 Batch input button 05 next phone button 106 registered continue button 107 registered end button 108 incoming telegram display unit 109 telephone function buttons

Claims (6)

[Claims] 1. A call function for managing a call work in which an operator calls a customer from an operator terminal, a power reception function for allocating a call from the customer to an appropriate operator to perform a power reception work, and an attribute related to the customer Storage means for storing customer information, which is information, and conversation content information, which is the main point of conversation content between the operator and the customer, and the customer information regarding the customer who is on the call or receiving power by the operator, is read from the storage means, Customer information display function to be displayed on the operator terminal of the operator; Conversation content storage function to allow the operator to input and store the conversation content information between the operator and the customer in the storage means; Conversation for temporarily storing the conversation content information during the input when performing a work different from the work Call center management server having the contents information temporary storage means. 2. The call center management server according to claim 1, wherein the work that the operator temporarily suspends and executes the work of inputting conversation content information is a power receiving work. 3. A call function that manages a call work in which an operator calls a customer from an operator terminal, a power reception function that allocates a call from a customer to an appropriate operator and performs a power reception work, and an attribute related to the customer Storage means for storing customer information, which is information, and conversation content information, which is the main point of conversation content between the operator and the customer, and the customer information regarding the customer who is on the call or receiving power by the operator, is read from the storage means, A customer information display function to be displayed on the operator terminal of the operator, a conversation content storage function to allow the operator to input and store the conversation content information between the operator and the customer in the storage means, a call work, a power receiving work, or a conversation For at least one work of the contents information input work, the customer is displayed on the operator terminal screen of the operator who is executing the work. Call center management server that has an incoming telegram display function of notifying the new Leiden, The the. 4. A call function for managing a call work in which an operator calls a customer from an operator terminal, a power reception function for allocating a call from a customer to an appropriate operator and performing a power reception work, and an attribute related to the customer Storage means for storing customer information, which is information, and conversation content information, which is the main point of conversation content between the operator and the customer, and the customer information regarding the customer who is on the call or receiving power by the operator, is read from the storage means, A customer information display function to be displayed on the operator terminal of the operator, a conversation content storage function to allow the operator to input and store the conversation content information between the operator and the customer in the storage means, a call work, a power receiving work, or a conversation. For at least one work of the contents information input work, the customer is displayed on the operator terminal screen of the operator who is executing the work. And incoming telegram display function for notifying the new Leiden operator to suspend the input operation of the conversation information, when executing the power receiving task of receiving the new incoming telegram,
And a conversation content information temporary storage means for temporarily storing the conversation content information during the input. 5. A call processing step in which an operator manages a call operation in which an operator calls a customer from an operator terminal; a call processing step in which an incoming call from the customer is assigned to an appropriate operator and a call receiving operation is performed; Storage means for storing customer information, which is attribute information regarding the customer, and conversation content information, which is a main point of conversation between the operator and the customer, and the customer information regarding the customer who is on the call or receiving power by the operator. And a customer information display processing step for displaying on the operator terminal of the operator, a conversation content storage processing step for the operator to input and store the conversation content information between the operator and the customer in the storage means, a call work, At least one of the power receiving work or the conversation content information input work is being executed. Incoming call display processing step of notifying a new incoming call from the customer on the operator terminal screen of the operator, and when the operator temporarily suspends the task of inputting the conversation content information and executes the incoming call task of receiving the new incoming call To
And a conversation content information temporary storage processing step of temporarily storing the conversation content information being input. 6. A system including a call center management server and an operator terminal, which are connected via a network, wherein the call center management server manages a call work in which an operator calls a customer from the operator terminal. The function, the power receiving function that allocates incoming power from the customer to an appropriate operator to perform power receiving work, the customer information that is the attribute information about the customer, and the conversation content information that is the main point of the conversation content between the operator and the customer are stored. A storage unit for storing the customer information, the customer information relating to the customer who is working on the call or receiving the power from the storage unit, and displaying the customer information on the operator terminal of the operator; and the conversation content information between the operator and the customer. A conversation content storage function for the operator to input and memorize the For at least one of the power receiving work and the work for inputting conversation content information, a call arrival display function for notifying a new call from the customer on the operator terminal screen of the operator who is performing the work, and the operator having the conversation content information. When the input work of is temporarily suspended and the power receiving work for receiving the new incoming power is executed,
And a conversation content information temporary storage means for temporarily storing the conversation content information during the input.