JP2014187563A - Call back system and method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a call back system of overflow call in which a caller of high urgency can call back a caller of telephone of overflow call, while suppressing generation of new overflow call due to call back.SOLUTION: By registering the telephone number of overflow call sequentially on an overflow call table, the number of times of overflow call per unit time is calculated for each telephone number, and the height of urgency of a caller is determined from the number of times of overflow call. Furthermore, telephone correspondence state of an operator and the rate of change in the number of incoming calls to a call center are monitored, and an optimum number of call back is calculated according to the circumstances of the moment. The caller is called back until that number is reached, and an operator is connected.

Description

  It relates to a call center system. In particular, the present invention relates to processing for calling back a telephone number that has overflowed.

  In a call center, there are cases in which telephone calls are concentrated and overflow calls occur. In the case of an overflow call, the caller must either wait until the call is connected or call back later. When the call center accepts a callback reservation by automatic voice guidance, there is a method of making a callback reservation and waiting for a callback from the call center. Patent document 1 is mentioned as a technique regarding this. Patent Document 1 discloses a technique for accepting a condition desired by a caller and contents of a request as a callback reservation by automatic voice guidance, and adjusting a timing, a transmission destination, and an order of performing a callback according to the request. Has been.

JP 2012-28833 A

  However, in Patent Document 1, it is not possible to make a callback from a call center unless the caller reserves a callback with automatic voice guidance. In addition, since the order in which callbacks are performed is based on the contents of the callback reservation, it is difficult to determine which sender is more urgent when a plurality of senders make the same callback reservation.

  Therefore, in the present invention, a processing unit that processes communication from a telephone is provided, and the processing unit counts the number of overflow calls for each telephone number that has become an overflow call, and calls from the telephone number having a large number of overflow calls. Back.

  According to the present invention, it is not necessary for the caller to make a callback reservation in order to make a call back from the call center to the caller of the telephone that has become an overflow call. In addition, the operator can be efficiently used to make a callback from a highly urgent caller, and a new overflow call due to the callback is prevented.

It is a block diagram of a callback system. It is a data block diagram of an overflow call table. It is a data block diagram of an operator corresponding | compatible condition table. It is a data block diagram of the number table of incoming calls. It is a data block diagram of a callback determination table. It is a data block diagram of a telephone number file. 3 is a flowchart of overall processing in Embodiment 1. It is a flowchart of a callback determination process part. It is a flowchart of an overflow call totalization process part. It is a flowchart of a telephone transmission process part.

Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 1 is a configuration diagram of a call center callback system 13. The callback system 13 includes a private branch exchange 1, a telephone network 3 such as a public telephone network and a mobile telephone network, an operator telephone / terminal 4, an in-house network network 5 such as an IP network and an in-house telephone network. Private branch exchange 1 and telephone 2 are connected by telephone network 3, private branch exchange 1 and operator telephone / terminal 4 are connected by in-house network 5.

  The telephone 2 is connected to a call center 13 via a telephone network 3 such as a public telephone network or a mobile telephone network. The telephone 2 is not limited to a fixed telephone and may be any telephone that can talk with an operator such as an Internet telephone or an IP telephone.

  The private branch exchange 1 has various functions related to CTI (Computer Telephony Integration), and includes a processing unit 10 and a storage unit 11. The processing unit 10 has functions of an overflow call accumulation processing unit 100, a callback determination processing unit 101, an overflow call totaling processing unit 102, and a telephone call processing unit 103 in order to perform callback for overflow calls. The processing unit 1 can be composed of a single central processing unit (CPU) or a plurality of CPUs. The storage unit 11 stores data such as an overflow call table 110, an operator response status table 111, an incoming call count table 112, a callback determination table 113, and a telephone number file 114. The processing unit 1 reads the information stored in the storage unit 11 into the memory 4 and executes it.

  FIG. 2 is a data configuration diagram of the overflow call table 110. An overflow call means a state where the operator cannot handle the response at the peak time. The overflow call table 110 holds the telephone number 21 of the caller who has become an overflow call and the date and time 22 at which the overflow call arrived.

  FIG. 3 is a data configuration diagram of the operator correspondence status table 111. The operator response status table 111 holds an operator name 31 who is currently engaged in a telephone response service at the call center, and a response status 32 of the operator. In this embodiment zero, the operator's response status 32 is one of three types of values: talking, entering data, and waiting for an incoming call. During a call, the operator is in a call with another person. During data input, data such as a response history is being registered in the system after the call ends. Waiting for an incoming call is waiting to receive the next call. In the operator response status table 111, the private branch exchange 1 determines the response status of the operator in real time, and the table information is updated.

  FIG. 4 is a data configuration diagram of the incoming call count table 112. The incoming call count table 112 holds the total period 41 and the incoming call count 42 during that period. In this embodiment, records are held at 5-minute intervals as the total period 41. In the incoming call number table 112, it is assumed that the number of incoming calls is totaled in real time by the private branch exchange 1, and the table information is updated.

  FIG. 5 is a data configuration diagram of the callback determination table 113. The callback determination table 113 holds a ratio 51 of operators waiting for incoming calls, a rate 52 of increase / decrease in the number of incoming calls, and a ratio 53 of operators who perform callbacks. For example, when the current incoming call waiting operator ratio 51 is 10% and the incoming / outgoing number 52 increase / decrease rate is −2%, the incoming call waiting operator ratio 53 is 20% 54. It is assumed that the ratio 53 of operators who perform callback is defined in advance based on past results. If this value is too large, there will be no operator who can receive a call by making a callback, and a new overflow call may occur. If this value is too small, the number of operators waiting for incoming calls increases, and the operators cannot be efficiently engaged in telephone service.

  FIG. 6 is a data configuration diagram of the telephone number file 114. The telephone number file 114 holds the telephone number 61 of the caller who made an overflow call on that day, and the overflow call count 62 when the call from the caller overflowed on that day.

  Next, a specific example using the overflow call back system according to this embodiment will be described with reference to FIGS. Hereinafter, description will be made along the flow of the flowchart of the overall processing in the first embodiment shown in FIG.

  First, the flow at the time of overflow call occurrence in FIG. 7 (1) will be described. When the caller calls the call center, if all operators are busy or cannot receive the call for some reason, the call becomes an overflow call. When an overflow call occurs, the overflow call storage processing unit 100 sequentially registers the caller's telephone number and the incoming date and time in the overflow call table 101 (701). In the case of a highly urgent business, if the caller overflows and cannot talk to the operator, he / she retries again and again. Therefore, a plurality of records with the same telephone number for highly urgent business are registered in the overflow call table 101. Also, in general call centers, 9 am to 10 am and 1 pm to 2 pm are busy hours with particularly large numbers of incoming calls, and many overflow calls are generated during these times. .

  Next, the flow at the time of callback of FIG. 7 (2) is demonstrated. Call back is performed to the telephone number of the overflow call registered by the overflow call accumulation processing unit 100. First, the callback determination processing unit 101 calculates the number of operators waiting for an incoming call from the operator correspondence status table (702). If there is an operator waiting for an incoming call, the overflow call totaling processing unit executes the overflow call totaling process (703). Next, the telephone call processing unit 103 executes a telephone call process (704). On the other hand, if there is no operator waiting for an incoming call, the callback determination processing unit 1010 ends the process. Further, the callback determination processing unit 101 executes callback processing at intervals of 5 minutes. Details of each process will be described below.

  FIG. 8 is a detailed flow of the callback determination processing unit 101. The callback determination processing unit 101 first calculates the ratio of operators waiting for an incoming call (801). The callback determination processing unit 101 reads the operator correspondence status table 111 and calculates the percentage of operators waiting for incoming calls. Count the number of records and the number of operators waiting for incoming calls, that is, the number of records of operators waiting for incoming calls, and divide the number of operators waiting for incoming calls by the number of operators currently handling telephone calls. It is calculated by the ratio of the operators who are (801). For example, if the number of operators currently handling telephone calls is 100 and the number of operators waiting for an incoming call is 10, the ratio of operators waiting for an incoming call is 10%.

  Next, the callback determination processing unit 101 performs an increase / decrease rate calculation process for the number of incoming calls (802). The callback determination processing unit 101 reads the incoming call count table 112, acquires the latest two records, and calculates the increase / decrease rate of the incoming call count in the latest 5 minutes (802). For example, if the current time is 10:12 on August 15th, from the incoming call number table 112, 10:05 to 10:10 on August 15th, and 10:00 to 10:05 on August 15th. Since the records are acquired and the numbers of incoming calls are 98, 43, and 44, respectively, the rate of increase / decrease in the number of incoming calls is -2%.

  Finally, a calculation process for the number of operators performing the callback is performed (803). The callback determination processing unit 101 reads the callback determination table 113 and calculates the ratio of operators waiting for incoming calls calculated in the calculation process (801) of the ratio of operators waiting for incoming calls and the calculation process of the increase / decrease rate of the number of incoming calls ( The ratio 53 of the operator who performs the callback of the record corresponding to the increase / decrease rate of the number of incoming calls calculated in 802) is acquired. Thereafter, the number of operators waiting for an incoming call is multiplied by the ratio 53 of operators who perform callbacks, and the number of operators performing callbacks is calculated and stored in the memory 14. For example, if the ratio of operators waiting for an incoming call is 10% and the increase / decrease rate of the number of incoming calls is −2%, 20% 54 is acquired as the ratio of the operator who performs the callback. If the number of operators waiting for an incoming call is 10, information that the number of operators who perform callback is 2 is stored in the memory.

  FIG. 9 is a flow of the overflow call totalization processing unit 102 (703). The overflow call count processing unit 102 first performs overflow call count processing (901). The overflow call totaling processing unit 102 reads the overflow call table 110, counts the number of records for each telephone number, and creates a list in which the number of overflow calls is totaled for each telephone number (901). Next, an emergency level determination process is performed (902). The overflow call count processing unit 102 determines that the more urgent the call is, that is, the more the number of overflow calls, that is, the more the caller's telephone call is made. Next, the overflow call totalization processing unit 102 sorts the list of the total number of overflow calls for each telephone number in the order of telephone numbers with the largest number of overflow calls (902). For this reason, the higher the telephone number, the higher the urgent telephone number. The overflow call totaling processing unit 102 defines a threshold for the number of overflow calls in advance, and deletes telephone numbers that are equal to or lower than the threshold from the list because the urgency is low.

  Finally, telephone number file output processing is performed (903). The overflow call totaling processing unit 102 creates a list in which the number of overflow calls is totaled for each sorted telephone number as the telephone number file 114 (903).

  FIG. 10 is a flow of the telephone call processing unit 103. The telephone call processing unit 103 first performs an incoming call waiting operator extraction process (1001). The telephone call processing unit 103 reads the operator correspondence status table 111 and acquires a list of operators waiting for incoming calls.

  Next, the telephone call processing unit 103 performs processing for acquiring the number of operators that perform callback (1002). The telephone call processing unit 103 acquires the number of operators that perform the callback stored in the memory (1002).

  Next, telephone call processing is performed (1003). The telephone call processing unit 103 sends telephones sequentially from the top of the telephone number file 114, selects an operator from the list of operators waiting for incoming calls, and connects the telephone (1003). The telephone call processing unit 103 repeats the telephone call processing until the telephone number file 114 ends or the number of callback transmissions reaches the number of operators performing the callback (1003). For example, when the number of operators performing the callback is 2, a call is made to the telephone numbers “080-1111-1111” and “090-2222-2222” of the two callers from the top of the telephone number file 114 shown in FIG. And connect with an operator waiting for an incoming call. It is not transmitted to “090-3333-3333”.

  According to the present embodiment, it is possible to make efficient use of an operator, make a callback from a highly urgent caller, and suppress the occurrence of a new overflow call due to the callback. Become.

  In addition, this invention is not limited to an above-described Example, Various modifications are included. For example, the above-described embodiments have been described in detail for easy understanding of the present invention, and are not necessarily limited to those having all the configurations described.

DESCRIPTION OF SYMBOLS 1 Private branch exchange 2 Telephone 3 Telephone network 4 Operator telephone / terminal 5 In-house network 10 Processing part 11 Memory | storage part 100 Overflow call accumulation | storage part 101 Callback determination processing part 102 Overflow call totalization processing part 103 Telephone transmission processing part 110 Overflow call table 111 Operator correspondence table 112 Number of incoming calls table 113 Callback judgment table 114 Telephone number file

Claims (8)

  A callback system comprising a processing unit for processing communication from a telephone, wherein the processing unit counts the number of overflow calls for each telephone number that has overflowed, and calls back from a telephone number having a large number of overflow calls. The callback system according to claim 1, wherein
The processing unit records response status information of a plurality of operators,
A callback system that performs callback when there is an operator whose response status information is waiting for an incoming call. The callback system according to claim 2, wherein
The processing unit is a callback system that makes a callback in the order of telephone numbers in which the number of overflow calls is large, and excludes telephone numbers having an overflow call count equal to or less than a predetermined threshold from callback targets. The callback system according to claim 3, wherein
The processing unit calculates the percentage of operators waiting for incoming calls from the response status information,
Calculate the rate of increase / decrease in the number of incoming calls for a given time based on the number of incoming calls,
A callback system that determines the number of operators to call back by multiplying the ratio of operators waiting for an incoming call and the rate of increase / decrease in the number of incoming calls. The processing unit that handles communication from the telephone counts the number of overflow calls for each telephone number that has become an overflow call.
A callback method for calling back from a telephone number having a large number of overflow calls. The callback method according to claim 5, wherein
The processing unit records response status information of a plurality of operators,
A callback method for performing callback when there is an operator whose response status information is waiting for an incoming call. The callback method according to claim 6, wherein
The processing unit is a callback method in which callback is performed in the order of telephone numbers in which the number of overflow calls is large, and telephone numbers having overflow calls equal to or less than a predetermined threshold are excluded from callback targets. The callback method according to claim 7, wherein
The processing unit calculates the percentage of operators waiting for incoming calls from the response status information,
Calculate the rate of increase / decrease in the number of incoming calls for a given time based on the number of incoming calls,
A callback method for determining the number of operators to be called back by multiplying the ratio of operators waiting for an incoming call and the increase / decrease rate of the number of incoming calls.

Images