JP2016192714A - Call center system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a call center system which allows for response with high customer satisfaction.SOLUTION: A call center system includes an exchanger for receiving communication from a customer, a telephone acceptance device for storing at least the communication content from a client, an operator terminal connected with the telephone acceptance device, displaying a client response screen corresponding to the client, and accepting the communication from the client received by the exchange, or instructing to transfer to any one of a plurality of predetermined destinations, and an engineer terminal that is a destination and displaying the client response screen. The call center system further includes a text data conversion mechanism for converting the communication content from a client, stored in the telephone acceptance device, into text data, a text data storage mechanism for storing the text information converted into text data by the text data conversion mechanism, and an extraction mechanism for extracting the communication including a preset keyword, from the text data stored in the text data storage mechanism.SELECTED DRAWING: Figure 6

Description

The present invention relates to a call center system serving as a window for receiving inquiries from customers and the like.

In companies and public offices, there are cases where a call center is established in which a specialized operator (person in charge) responds to a number of inquiries from outside regarding a predetermined product or service. By providing a call center, the operator can individually answer and transfer (transfer) all external inquiries, so that the convenience of customers and residents can be improved. In such a call center, in order to improve the satisfaction of customers and residents, forwarding destinations with a large number of forwardings for each of a plurality of forwarding destinations for each category according to the contents of the inquiry destination (experience that corresponds most in that category) Patent Document 1 discloses a call center system that performs control so that data is transferred to respondents.

JP 2010-109895 A

Dozens or hundreds of inquiries from customers a day at a call center that handles periodic inspections on products (including analyzers and other equipment) delivered to customers, inquiries about malfunctions, and emergency repair requests. Receive in orders. Such information is recorded at the call center, but the important thing is that each customer can respond quickly and optimally. For example, a customer who has made many inquiries within a short period of time recently may be an emergency or an important customer for the customer. It is desirable to respond to the customer's intentions and characteristics in a service system that can
An object of the present invention is to provide a call center system capable of handling a customer with higher customer satisfaction.

The configuration for achieving the object of the present invention is as follows.
An exchange that receives communication from a customer, a telephone reception device that stores at least communication contents from the customer, and a customer response screen that is connected to the telephone reception device and that corresponds to the customer is displayed. An operator terminal for receiving communication from a customer or instructing transfer to any one of a plurality of predetermined transfer destinations, an engineer terminal that displays the customer response screen at the transfer destination, A text data conversion mechanism for converting communication contents from a customer stored in the telephone reception device into text data, and text for storing text information converted into text data by the text data conversion mechanism A data storage mechanism;
A call center system comprising an extraction mechanism for extracting communication including a preset keyword from text data stored in the text data storage mechanism.

An exchange may be any device that has a mechanism that can accept a call and transfer it to others, but usually a computer and storage device for control and reception / transmission of a call are not allowed. Consists of electronic devices with an interface that can. Generally, the telephone receiving device includes a storage device having a large storage capacity so that the contents of telephone calls can be stored. However, the device can accept a PC (personal computer) instead of a dedicated device. In communication, information stored as analog data may be digitized or recorded as digital information from the beginning. The digitized information is converted into text data using software. The operator (telephone exchange operator) operates the operator terminal and transmits the telephone call from the customer to the service engineer. The customer terminal screen is displayed on the operator terminal, and a transfer destination to which communication is transferred can be designated on the screen. Further, when there is an inquiry that can be handled only by the operator, it is possible to respond without transferring it to the operator. All conversations exchanged via the telephone reception device, such as conversations between the customer and the operator, the operator and the service engineer, and the customer and the service engineer, are stored. The engineer terminal may be anything as long as it can be operated by a service engineer and receive a call from a customer. PCs installed in the engineer's room, portable tablet devices, smartphones, ordinary mobile phones, etc., with display screens are preferred, and terminals with as much information as possible are preferred, but only phones It does not matter even if it can send and receive.

In the above configuration, the extraction mechanism may include a ranking mechanism that ranks at least one of the preset keywords based on the appearance frequency.

In addition, the extraction mechanism is generally configured by software installed on a PC, and if the software is installed in any of devices configured by a computer, such as an operator terminal, a telephone reception device, and an exchange. ,good. That is, it is not necessary to be an independent device called an extraction mechanism, and it is sufficient if it has a function. The ranking mechanism is also the same, as long as the software that demonstrates its function is installed. There may be no independent device called a ranking mechanism.

In the above configuration, the preset keyword may include at least one of a customer name, a device model name, an alarm code, an error code, a service component name, a component inventory check, a component price, and a request for quotation. .

If multiple names can be used as the names of the same customers, such as Hitachi High-Tech Fielding, Hitachi High-Tech, Hitachi, etc. However, it is preferable to deal with software so that the same customer is recognized. In addition, if the same Hitachi Hospital is distributed across multiple regions, the software may be configured to recognize the customer name (eg “Hitachi”) and the region name (eg “Tokyo”) in combination. good. The device model name may also be recognized by combining a pet name (for example, “Labspect”) and a model name (for example, “008”). The alarm code indicates the type of alarm to call attention to the equipment operator. There is no immediate problem such as "Please replace the reaction tank water" or "Please replace the light source lamp". There are various types of devices that have a serious effect on the device if no measures are taken immediately. In some cases, red warnings and yellow warnings are categorized in view of the urgency of response. The “code” of the alarm code and error code is an alarm or error number set in the device used by the user. For example, “A01E” such as “A01E” is generally written in English letters and numbers. . In addition to such alphanumeric codes, alarm codes and error codes that are written in Japanese as XX alarm, XX error, etc. are also included. That is, when the user calls “△△ Alarm and displayed on the device operation screen” or “XX Error and displayed on the device operation screen”, the user calls If the specified alarm or error is the same, the extraction mechanism is used to extract the alphanumeric alarm code, the alarm content that means the alarm code, etc. in order to extract the alarm and error. Preferably, keywords are grouped and registered in advance.

In the above configuration, when the preset keyword is at least one of parts inventory confirmation, parts price, and quotation request, a classification mechanism is provided that classifies at least one of the service part name and the device model name for the content. May be.

When a customer confirms parts inventory by telephone, it is common to specify the name of the part and the product in which the part is used at the same time. In other words, consumables and replacement parts (detergents and other chemicals, parts such as dispensing nozzles that can be replaced by the customer themselves) and the device type are simultaneously specified as parts. In such a case, it is preferable to once extract with a keyword of parts inventory confirmation, and further classify it by what kind of part or what kind of apparatus it uses.

In the above configuration, the preset keyword includes at least one of an alarm code, an error code, a service part name, a part inventory check, a part price, and a request for quotation, and for each of at least one of a customer name and a device type, A function of ranking based on the keyword application frequency may be provided.

In the above configuration, when a preset number of appearances of the text ranked by the ranking mechanism appears more than a predetermined number of times in a predetermined period, a notification mechanism may be provided to notify that effect.

For example, if the frequency of text extraction is divided and counted in units of one week, and a predetermined keyword is included in the conversation more than 20 times per week, the telephone reception device notifies that fact. Also good. The notification may be displayed on an operator terminal operated by an operator or displayed on a dedicated screen. The dedicated screen may be an intranet homepage that displays a summary of telephone contents from customers or an internet homepage. In the latter case, an access authority may be given to the apparatus user so that the user can see the result by himself / herself. In the case of display, it is also possible to display in an easy-to-understand manner using a graph or the like.

In the above configuration, a setting mechanism that sets at least one of a predetermined period and a predetermined number of times may be provided.

It is preferable that the operator or the manager of the telephone reception device can freely change the predetermined number of times during the predetermined period.

In the above configuration, the notification mechanism may be notification by e-mail to members registered in advance.

The member registered in advance is usually a member of a service company. The registered members may be changed for each type of device. For example, a service engineer in charge of a medical analyzer may be registered for a customer inquiry regarding a medical analyzer, and another service engineer may be registered for a customer inquiry regarding a semiconductor analyzer. In addition, all e-mails can be distributed to the call center manager.

The notification by the e-mail is preferably at least one of a preset keyword, a search period, a search result for each customer, and a search result for each device type.

The said structure WHEREIN: You may provide the keyword setting mechanism which sets the keyword set beforehand. Although keywords are registered in advance, it is assumed that it is necessary to add keywords as appropriate. In preparation for this, it is preferable that an operator of a telephone reception system, a service engineer, a manager of a call center, etc. can set keywords appropriately.

In the above configuration, when a preset number of appearances of the text ranked by the ranking mechanism appears more than a predetermined number of times in a predetermined period, a guidance notification is sent to a customer related to the text. A mechanism may be provided.

Another aspect of the call center system of the present invention is characterized by having the following configuration.

A converter for receiving communication from a customer; at least history information related to communication from the customer; a telephone reception device for storing the customer information; and a customer response corresponding to the customer connected to the telephone reception device An operator terminal that displays a screen and instructs the predetermined communication to be transferred to any one of a plurality of predetermined transfer destinations, and an engineer terminal that displays the customer response screen at the transfer destination The call center system includes a storage mechanism that stores a response method for each customer, and a display mechanism that displays the response method stored in the storage mechanism on the customer response screen.

In the above configuration, the handling method may be a handling method when an engineer in charge of the customer is absent.

In the above configuration, the response method may be an emergency response method.

In the above configuration, a text analysis is performed on the conversation between the customer and the operator of the operator terminal, and the customer inquiry content is classified into one of a plurality of predetermined categories based on the text analysis, and is classified. A display mechanism that displays a predetermined response method corresponding to the category on the customer response screen may be provided.

In the above configuration, a completion information storage mechanism that stores information on whether or not the response to the inquiry from the customer has been completed is provided, and the information stored in the completion information storage mechanism is predetermined until the response is completed. A follow mechanism may be provided for following the response to the engineer terminal at intervals.

In the above configuration, the cumulative aggregation / analysis mechanism may include a ranking mechanism that simply ranks the customer name and the device model name of the inquiry.

With the call center system configured as described above, it is possible to provide a call center system that can respond with higher customer satisfaction.

It is a schematic block diagram of a call center system according to an embodiment of the present invention. It is another schematic block diagram of a call center system according to an embodiment of the present invention. It is another schematic block diagram of a call center system according to an embodiment of the present invention. It is an example of the flowchart which shows operation | movement of the call center system which concerns on embodiment of this invention. It is a figure which shows the content displayed on the customer response screen of an operator terminal and an engineer terminal in the call center system which concerns on embodiment of this invention. 1 is a schematic configuration diagram of a call center system according to an embodiment of the present invention. It is a figure which shows the extraction keyword of the call center system which concerns on embodiment of this invention. It is a figure which shows the example of description of the extraction result by the mail of the call center system which concerns on embodiment of this invention. It is an example of the flowchart which shows operation | movement of the call center system which concerns on embodiment of this invention. It is an example of the flowchart which shows operation | movement of the call center system which concerns on embodiment of this invention. It is an example of the flowchart which shows operation | movement of the call center system which concerns on embodiment of this invention.

  When a customer makes an inquiry to the call center by telephone or the like, the call center responds using a call center system.

FIG. 1 is a schematic block diagram of a call center system according to the present invention. The outline of the call center system will be described below with reference to FIG.

First, a signal from a customer telephone 11 serving as a customer transmission means is connected to the call center system 1 via a line. A customer inquiry is accepted by a call center operator, and the inquiry contents are technically processed by the operator or escalation. A detailed engineer answers the customer.

The call center system 1 includes at least an exchange 2, a telephone reception device 3, an operator terminal 4, an engineer terminal 5, and a line connecting them. One operator terminal 4 and one engineer terminal 5 may be provided. However, in order to efficiently respond to many inquiries in most systems, a plurality of terminals are installed to form an operator terminal group 4a and an engineer terminal group 5a, respectively. doing.

In FIG. 1, an arrow A1 connecting the customer telephone 11 and the exchange 2 indicates that the customer telephone 11 and the exchange 2 are connected by a telephone line. An arrow A2 connecting the exchange 2 and the telephone reception device 3 indicates a flow in which the telephone reception device 3 takes in the customer telephone number information entered in the exchange 2. An arrow A3 connecting the exchange 2 and the operator terminal 4 indicates a flow of connecting the line from the customer to the operator instructed by the telephone reception device 3, and an arrow A4 connecting the exchange 2 and the engineer terminal 5 is provided by the customer to the engineer designated by the operator. This shows the flow of connecting the communication lines. An arrow A5 that connects the telephone reception device 3 and the operator terminal 4 and an arrow A6 that connects the telephone reception device 3 and the engineer terminal 5 indicate the incoming call history between the telephone reception device 3, the operator terminal 4, and the engineer terminal 5. It shows the flow of information such as information, delivered equipment information, and engineer information.

The engineer terminal group 5a and the operator terminal group 4a do not necessarily have to be on the same floor, but there is an advantage that the operator and engineer can be confirmed at the time of transmission of lines and information, etc. because the operator and engineer are within the reach of each other. The telephone reception device 3 does not necessarily have to be on the same floor and the same building as the operator terminal group 4a and the engineer terminal group 5a, and may be in a remote place. If you are not on the same floor, you may be able to check each other's situation with a camera.

The exchange 2 serves to connect and transfer a line from a customer to a call center operator or engineer.

The telephone reception device 3 includes at least a storage device 6, and the storage device 6 includes at least an incoming call history database 7, a customer information database 8, a delivery device information database 9, and an engineer information database 10. The telephone reception device 3 is also a computer having processing functions such as determination of a transfer destination of an external line received by the exchange 2 and provision of storage information of the database to the transfer destination based on a reception number. The storage device 6 is not necessarily provided in the telephone reception device 3, and the storage device 6 may be outside the telephone reception device 3 and interlocked with another system.

The telephone reception device 3 receives at least incoming information (for example, a telephone number) from the customer telephone 11 and uses at least one of the incoming history database 7, customer information database 8, and delivered equipment information database 9 based on the incoming information. It has a search function and extracts incoming call history information for the same incoming phone number, customer information of the customer related to the incoming phone number, and delivery device information about the equipment delivered to the customer so far, and forwards it to To the operator terminal 4 and the engineer terminal 5. When there are a plurality of operator terminals 4, the transfer destination operator terminal is selected according to a predetermined order by the telephone reception device 3. The selection order of the transfer destination operator terminal is, for example, an order in which the operator terminal gives priority to the operator terminal 4 having a long time after disconnecting the line in the previous customer response, or the order to give priority to the operator terminal 4 having a short previous response time. Yes, but not limited to these. The telephone receiving device 3 instructs the selected operator terminal 4 to the exchange 2, and the exchange 2 connects the line from the customer to the designated operator.

Further, the telephone reception device 3 selects engineer candidates for technical answers and responses to customer inquiries based on the customer information or the delivery device information extracted from the customer information database 8 and the delivery device information database 9. 10 and has a function of providing to the operator terminal 4.

The incoming call history database 7 stores information inquired to the call center for periodic maintenance inspections, defective operations, and repairs of equipment delivered to the customer. The target device name, the name of the engineer who responded, and the details of the response are recorded. The telephone reception device 3 detects the incoming telephone number at the same time as the incoming call and continuously removes the upper three digits of the incoming telephone number, for example, the lower three digits in the consecutive number in the order of the area code, the station number, and the number. Based on the number, customer candidates are extracted from the customer information database 8 and displayed on the operator terminal 4. When a large number of customer candidates are extracted from the predetermined number, the candidate number is narrowed down to a few and displayed on the operator terminal 4 based on the consecutive number excluding the lower two digits of the consecutive number below the area code. May be. The final customer identification is determined from a conversation on the line between the customer and the operator. It can also be set to display in advance a phone number that exactly matches the incoming phone number.

The telephone reception device 3 has a function of determining that the customer is an important customer based on the incoming call number. Detects the number of incoming calls (history) within a predetermined period, that is, the number of incoming calls with the same number during a predetermined period, for example, the past 10 days, 1 month, 2 months, and 6 months, from the time the call was received If the number of incoming calls is greater than a predetermined number, the customer is defined as an important customer, and an identification display indicating that the customer is an important customer is provided to the operator terminal 4. A large number of incoming calls during a predetermined period is presumed to be an emergency or an important customer for the customer, so the call center having the call center system 1 positions the customer as an important customer, and the customer is quicker and more accurate than usual. An identification is displayed in order to take a service system to respond. In addition, even if the incoming number is the same or the inquiry about a different device from a customer who has multiple delivery devices in multiple departments, the total number of incoming calls exceeds the predetermined number of times. If it is an important customer. Alternatively, it may be integrated for each department.

The classification of importance may be one level or multiple levels. In other words, in the “normal” and “important” categories, only one category other than “normal” may be used, or “normal”, “important”, “most important”, etc. may be differentiated into a plurality of categories. . In the case of “normal”, it is not necessary to display “normal”. As an example to correspond to the number of incoming calls, 0 to 2 times in the past 10 days is determined as normal level based on the latest incoming time, and “normal” is not displayed in particular, and if it is 3 or 4 times, “important” And 5 times or more may be defined as “most important”. Of course, this identification level can be uniquely set in advance according to the business condition of the call center having the call center system 1, the inquiry situation from the customer, and the like.

The customers once classified into the categories other than “normal” and “most important” are stored in the customer information database 8, and even when there is no incoming call from the customer, the operator terminal 4 and the engineer terminal 5 Alternatively, it is possible to search from a call center terminal that can access the call center system 1 as necessary, and to grasp the response status at a customer determined to be important.
In the case of a small inquiry that does not relate to the equipment service, even if there are more than a predetermined number of incoming calls during the predetermined period, the operator or engineer will judge the important customer. The identification display can be canceled. Alternatively, the number of corresponding incoming calls can be prevented from being accumulated. However, in the incoming call history database 7, the record of the incoming call contents, the date when the identification display is changed, the reason, and the canceller remain.

In the above description, the criterion for determining the importance is the incoming call history (the number of incoming calls in a predetermined period). However, the present invention is not limited to this, and other criteria may be used. For example, the number and contents of work performed at the customer site during the most recent predetermined period, the number of emergency responses at the customer site, the number of device response requests from the customer, the total number of installed devices at the customer site, and the like may be used as judgment criteria. Alternatively, a plurality of determination criteria may be provided in advance, and if at least one of the determination criteria is reached, the customer may be identified as an important customer. As a result, it is possible to provide a wider range of customers with a high degree of customer satisfaction.

The customer information database 8 stores at least customer information such as the organization to which the customer belongs (company name, school name, etc.), department, address, telephone number, representative name, and device name. The customer information database 8 also includes customer-specific precautions (such as visit permission times for customers, methods for passing through site entrances, routes to equipment installation rooms, work clothes, portable items, items that cannot be brought in, etc. in the past. (Information collected by the visiting engineer) is also described, making it possible for customers to make smooth phone calls and visits to customers, eliminating the need to ask the same content repeatedly. In addition, even for the first-time engineer, this information can be used to visit customers without problems.

The delivered equipment information database 9 stores product information such as equipment name, model, serial number, etc. of equipment delivered to the customer, and service history information such as past periodic inspections, trouble repairs, and parts replacements of equipment owned by the customer. doing. In addition, engineers can register and update design information such as specification changes and part handling deadlines for applicable devices. Thereby, even if it is another inquiry from a customer, for example, it is also possible to provide the customer with the latest information on related devices.

In addition, a device-specific identification number (device ID) is assigned to the delivered device from the maintenance service company, and each device ID is also stored in the delivered device information database 9. If multiple devices of the same model are delivered to a customer, it is difficult for the operator to identify the device that the customer is paying attention to in the telephone call between the customer and the operator, so the operator confirms the device ID to the customer. As a result, the device of interest can be identified immediately and the past history can be grasped. In general, there is a serial number assigned by a device manufacturer as means for recognizing delivered equipment, but the serial number is often different depending on the model of the equipment and the manufacturing base. For example, in the case of only numbers, a mixture of letters and numbers, or the number of letters is different. For this reason, for example, the call center assigns to each device a device ID in a unified format such as 10 digits of numbers only, 10 characters of mixed numbers and alphabets for each device, and thereafter Data management is easy and customer response is quick.

The engineer information database 10 stores at least information such as name, technical skill, specialized equipment, daily action schedule, contact means, etc. for a plurality of engineers who provide technical support to customers. Engineers are broadly divided into full-time engineers who specialize in equipment of specific customers and other normal engineers, and from the engineer information database 10 based on incoming signals from customers, at least along with incoming call history information and customer information, Engineer information can be provided to the operator terminal 4.

In the action schedule table stored in the engineer information database 10, the engineer registers the action schedule every 30 minutes every day, 24 hours 365 days, and is prepared for the case where the customer cannot respond during other customer service. And assign another trusted engineer. This allows another engineer to respond immediately to an urgent request from a customer. In addition, any engineer can cope even at midnight. Since the engineer sequentially updates the information in the engineer information database 10 from each terminal, the engineer cannot be dealt with.

The operator terminal 4 is a terminal device used by the operator. The operator terminal 4 can display a customer response screen described later on the screen. On the customer response screen, at least customer information, delivery device information, engineer information, and incoming call history information held by the telephone reception device 3 are displayed. The operator talks with the customer and understands the inquiry content while viewing the display content of the customer response screen. The operator can write and correct information obtained from the conversation with the customer on the customer response screen from the operator terminal 4 as necessary.

Further, when there is a report item from the operator to the engineer, the report item is recorded from each terminal in a report column (not shown) provided on the customer service screen. At that time, the name of the entrant and the date and time are automatically recorded. The operator handling the operator terminal 4 selects an engineer in charge from the candidate engineers available on the customer response screen displayed on the terminal screen, and at least the call line with the customer, information on the customer response screen, call information Forward.

An identification display indicating the importance of the incoming customer is displayed on the customer response screen. The importance of the customer can be determined based on the number of inquiries (incoming calls) to the call center during a predetermined period due to defective device operation, regular maintenance, or the like. The predetermined period is, for example, the past 10 days, 1 month, 2 months, 6 months, etc., which are traced back from the time of receiving an incoming call. The identification display can be immediately recognized by the operator, for example, by indicating the background color of the customer information column on the customer response screen in a color different from the normal color. The identification display is determined by the telephone reception device 3 when an incoming call is received based on the incoming call history database 7 in the server, and the identification display is automatically displayed on the customer-facing screen.

The engineer terminal 5 is a terminal device used by an engineer who provides technical support. The same customer response screen 12 displayed on the operator terminal 4 is displayed on the screen of the engineer terminal 5, and the engineer can respond to a call with the customer while looking at the customer response screen on the engineer terminal 5. There is no need to repeat what you said. Further, by reproducing the conversation contents between the operator and the customer from the storage device 6 as necessary, it is possible to avoid a duplicate conversation with the customer and to promptly respond. The engineer can overwrite the information obtained through the call with the customer as necessary from the engineer terminal 5 on the customer response screen, and save it in the customer information database 8. If necessary, the engineer visits the customer to understand the status of the facilities and equipment, and repairs on the spot as necessary.

The operator terminal 4 and the engineer terminal 5 have recording means for recording a conversation and recording voice information in order to prevent the conversation contents between the customer and the operator and the customer and the engineer from being missed or misrecognized. The recorded data can be stored in the incoming call history database 7 in association with incoming information for each customer. The recorded data is manually input by the operator or engineer in a simple text, or automatically converted into text information using a voice recognition system, and stored in the delivered device information database 9 as text information. In addition, by reproducing the conversation contents between the operator and the customer on the operator terminal 4 or the engineer terminal 5 as necessary, it is possible to avoid a duplicate conversation with the customer and to promptly respond. Further, the operator and the engineer can update the information obtained by the call with the customer on the customer correspondence screen on each terminal as necessary, and can update and save the information in the customer information database 8.

The call center system according to the present invention is not limited to the configuration shown in FIG. Another embodiment of a call center system according to the present invention is shown in FIG. In FIG. 2, the exchange 2 and the telephone reception device 3 are not separated as shown in FIG. 1, but the telephone reception device 3 is provided with a telephone exchange function. The telephone signal may be received. In this case, the conversation between the customer and the operator or engineer is made via the telephone reception device 3. In addition, in this configuration, when the customer has an urgent requirement, after entering the special number (# or * symbol) following the maintenance service company's phone number, the user can then accept the call by pressing the device ID button. It is possible to connect to a dedicated engineer corresponding to the corresponding device via the device 3 and to provide customer information to the engineer terminal 5 at the same time.

Another embodiment is shown in FIG. In FIG. 3, the exchange 2 may be an existing one, and the call center system 1 may be constituted by a telephone reception device 3, an operator terminal group 4a, and an engineer terminal group 5a. In this case, the exchange 2 does not transfer the line from the customer to the operator or engineer, but the telephone reception device 3 is connected to the operator terminal or engineer terminal, and a conversation between the customer and the operator or engineer is made.

  Next, an operation procedure in the call center system 1 according to the present embodiment will be described. FIG. 4 is a flowchart showing an operation procedure.

First, when a call from a customer is sent, the flow starts (S100).
The customer's telephone signal arrives at the exchange 2 of the call center system 1 (S110).
Simultaneously with the incoming call, the call reception device 3 is connected to detect the incoming telephone number, and the customer information database 8 is searched for a customer having the same number based on a predetermined number of digits of the incoming telephone number (S120).

Simultaneously with the incoming call, the telephone reception device 3 detects the past incoming call history from the incoming call history database 7 for the customer searched in step S120. Here, the telephone reception device 3 determines whether or not the number is equal to or more than a predetermined number of times in a predetermined period (S130). Step S130 is a step of determining that the caller is from an important customer. Here, the number of incoming calls within a predetermined period is typically used here, but this is not a limitation. For example, The most recent (within a predetermined period) the number and contents of operations at the customer site, the number of emergency responses at the customer site, the number of device response requests at the emergency customer site, the number of installed devices at the customer site, etc. Further, a plurality of these determination criteria may be provided in advance, and when at least one of them is reached, it may be displayed on the operator terminal or the engineer terminal.

If the incoming call history is equal to or more than a predetermined number of times in a predetermined period, the server goes to the “Y” side in the flowchart, the server connects the incoming line from the customer to the operator terminal 4, and the operator accepts the incoming call from the customer. (S140). At this time, the telephone reception device 3 includes at least the customer information obtained in step S120, the engineer information including the dedicated engineer in charge of the customer, the delivery device information related to the customer, and the incoming call history information obtained in step S130. Either one is sent to the operator terminal 4 and displayed (S150). The operator who sees the customer response screen 12 displayed with the identification display 17 immediately transfers it to the dedicated engineer of the customer. If the dedicated engineer's action at that time is a different response, even if the engineer is not in the office at that time, if there is an identification display 17, it is preferentially connected to the dedicated engineer by an emergency call. Steps S140 and S150 have almost no time difference, and customer information, product information, and identification are displayed almost simultaneously with acceptance.

Here, the customer information is provided with an identification display 17 indicating that it is an important customer according to the incoming call history obtained in step S130. Next, the operator responds to the customer's inquiry by voice, and at the same time, recognizes the identification display 17 displayed on the operator terminal 4, and confirms the action plan of the dedicated engineer on the engineer information displayed on the operator terminal 4 (S160). .

In step S130, if the incoming call history is less than the predetermined number in a predetermined period, the server goes to the “N” side in the flowchart, the server connects the incoming line from the customer to the operator terminal 4, and the operator The incoming call is accepted (S170). At this time, the server uses at least one of the customer information obtained in step S120, the engineer information including the normal engineer in charge of the customer, the delivery device information related to the customer, and the incoming call history information obtained in step S130. The data is sent to the terminal 4 and displayed (S180). Here, according to the incoming call history obtained in step S130, the customer information is not provided with the identification display 17 indicating that the customer is particularly important (S190). Next, the operator can respond to the customer's inquiry by voice, and at the same time, recognizes the identification display 17 displayed on the operator terminal 4, confirms the action schedule from the top of the normal engineer list displayed on the operator terminal 4, and can respond. A suitable optimum engineer is selected (S200).

The difference between steps S150 and S180 is whether or not they are identified and displayed on the display screen. With the identification display, the operator immediately enters a call with the customer in a system that narrows down the customer and product, and narrows down candidates for the dedicated engineer at the transfer destination.

In the customer / product information display (S150, S180) at the time of reception (S140, S170), if there are many products delivered to the customer and the equipment that the customer is inquiring cannot be narrowed down, the customer will be described later. A step (S155, S183) (not described) for asking the device ID may be provided. In this step, at the same time as the customer answers the device ID number, the operator terminal recognizes the voice, and device information relating to the device ID can be extracted from the delivered device information database 9 and immediately displayed on the operator terminal.

Steps S110 to S140 are executed instantaneously in the server, so that the customer feels that there is no waiting time and that the call center operator is connected. Understand customer information and importance. For this reason, in the case of a highly important customer, it is possible to immediately prepare the next posture before having a conversation with the customer, and a response with high customer satisfaction is possible.

Next, the operator knows that the transfer destination engineer is available regardless of the presence or absence of the identification display, and then transfers the customer information, the call information with the customer, and the telephone line (S210). Thereafter, the engineer who is the transfer destination performs correspondence with the customer (S220). If the customer's requirements are met in the conversation with the operator, the conversation may be terminated without being transferred to a dedicated engineer. Simultaneously with the transfer, the customer response screen 12 is already displayed on the engineer terminal 5, and customer information, product information possessed by the customer, and conversation information with the operator in advance can be confirmed by voice files or text information. In response to inquiries and requests, there is no waiting time for the customer, and an accurate and quick response with high customer satisfaction is possible.

By responding to such a customer, the customer terminates the service by promising inspection and repair of the equipment that has been sent to the site, and the line is shut off (S230).

Finally, the above-mentioned operators and engineers update existing customer information and product information based on the information obtained in response to the customer, and store it in the customer information database 8 (S240). The incoming call history information is automatically updated by the server.
With the above flow, a series of operation flows in the call center system 1 is completed.

Next, a customer response screen displayed on the operator terminal 4 and the engineer terminal 5 in the call center system 1 according to the present embodiment will be described.

FIG. 5 is an example of the customer response screen 12.
The customer correspondence screen 12 has at least a customer information column 13, a delivery device information column 14, an engineer information column 15, and an incoming call history information column 16. However, it is not always necessary to display all the fields on the screen. When displaying at least the customer information column 13, the delivery device information column 14, the engineer information column 15, and the incoming call history information column 16, when displaying all these information on the screen of the operator terminal 4 or the engineer terminal 5, By displaying only the top information in each information column, the operator and engineer can grasp the minimum information in a short time without scrolling the screen, and immediately without waiting for the customer. Can be supported. Detailed information of each column can be displayed by pressing the detail button 18, and lower information can be displayed by a scroll bar beside each column. Of course, all information may be displayed when there is room in the screen size.

  The customer information column 13 displays customer information such as a customer name (company name, university name, etc.), department name, address, and telephone number. When there are customers in a plurality of departments with the same customer name, all the customers are displayed, but the operator can narrow down the callers from the conversation with the caller. Alternatively, it is possible to narrow down and confirm the number of callers by increasing the number of digits recognized for the incoming phone number or setting it as a perfect match.

  The delivered equipment information column 14 displays delivered equipment information such as equipment name, model, and delivery date for all equipment delivered to the same customer and the same department. Even if a large number of devices with the same customer name have been delivered, if the person in charge can be identified by the above operator and caller, the target devices can be narrowed down and displayed. Since the customer information column 13 and the delivered device information column 14 are linked, the delivered devices are narrowed down and displayed as details such as the department of the caller become clear. For this reason, in a short talk time between the operator and the caller, the device that the caller wants to make an inquiry becomes clear, and there is no waiting time for the customer, and a detailed inquiry can be made smoothly.

In addition, when a large number of devices of the same type are delivered to the same customer, it is difficult to specify the device of interest in a call between the customer and the operator. In this case, the operator can identify the device of interest by confirming with the customer the device-specific identification number (device ID) assigned to the delivered device. The device ID is also stored in the delivered device information database 9 in association with each device.

Further, by pressing a detail button 18a next to each device name in the delivered device information column 14, detailed information such as a periodic inspection record, failure response status, and part replacement history of each device can be displayed. Thereby, in response to an inquiry from a customer, the past service history of the target device can be immediately grasped, and a smooth response to the customer can be performed.

The engineer information column 15 displays engineer information corresponding to customer inquiries. The operator can select an optimum engineer from a full-time engineer or a plurality of normal engineers in response to an inquiry from a customer by browsing the action schedule of the engineer. For the customer whose identification information 17 is displayed in the customer information, the operator selects a dedicated engineer. Normally, a plurality of engineers are displayed, and those who have no business trip at the arrival time and have more free time are displayed higher. For this reason, when selecting from a plurality of normal engineers, the operator first selects all the normal engineers positioned at the top.

  The engineer information column 15 displays the name of the engineer by distinguishing between a dedicated engineer and a normal engineer. By pressing the detail buttons 18b and 18c, a daily action schedule registered by each engineer, availability of customer support, destination, contact information, contact information of the agent when absent, etc. are displayed. When the transfer destination is determined, the operator presses the transfer buttons 19a and 19b next to the corresponding engineer name, and the customer connection screen 12 and the line with the customer are transferred to the engineer via the server.

  In the incoming call history information column 16, past acceptance histories are posted, and at least the reception date and time are displayed. By pressing the details button 18d of the incoming date, other detailed information, for example, information such as corresponding time, corresponding person, corresponding content, etc. is displayed. The basis of the identification display 17 in the customer information column 13 is the incoming call history information database, and the identification display 17 is performed according to the number of incoming calls within a predetermined period. Further, the number of incoming calls within the predetermined period is displayed in the in-period incoming call count column 20. In the example of FIG. 5, it is displayed that it is 7 times. This makes it possible to grasp the urgency level and importance level of the customer separately from the identification display 17 indicating “most important” without an upper limit.

The identification display 17 indicates, for example, the background color of the customer information column 13 on the customer response screen 12 with a color different from normal. Specifically, for example, incoming calls up to twice in the past 10 days are defined as normal and displayed in white, and for the third time in the last 10 days, they are defined as “important” customers and displayed in yellow for the fifth time In the case of the above reception, it is defined as a “most important” customer, and a vermilion display and a background color according to the number of receptions are made to alert operators and engineers.

  In the above example, the identification display 17 is clearly indicated by changing the background color of the customer information column 13 by distinguishing between “normal”, “important”, and “most important”. The identification display 17 is not limited to this example. For example, in the uppermost space of the customer-facing screen 12, the red fonts of large fonts may be described so as to stand out (important) and (most important), and may not be described in a normal case. Further, the color of the outer frame line in the customer information column 13 may be different, or the background color of the entire customer correspondence screen 12 may be different. It may be a symbol. In short, it is only necessary that the operator and the engineer can display the customer response screen 12 at the same time as it can be identified at a glance.

  The customer identification display is not limited to the display on the screen. For example, a predetermined alert sound different from the ringtone may be set to be emitted from at least the operator terminal 4 or the engineer terminal 5. Also in this case, the sound quality and sound pattern (such as intermittent sound and changing intermittent time) may be changed depending on the level of importance.

In this way, the operator terminal 4 can grasp at least the importance level of the customer before directly talking to the customer, and in addition, can grasp the customer information and the equipment information of the customer. As soon as the service is started, it is possible to respond smoothly to the customer and increase customer satisfaction.

The contents of various data in the telephone reception device 3 can be browsed by call center employees who own the call center system and can share information with related design departments and sales departments. In this case, information from these customers can be utilized, and customer satisfaction can be further enhanced.

Further, in the above-described embodiment, the display indicating the importance level of the customer is automatically displayed on the customer correspondence screen 12 based on the predetermined number of incoming calls in a predetermined period. However, the present invention is not limited to this. In another example embodiment, when the operator or engineer determines that the priority is high and immediate response is required in the correspondence between the customer, the operator, and the engineer, apart from the automatic display based on the above-described predetermined determination criteria, The importance level display can be changed manually. For example, even if the number of incoming calls within a period is one, when it is determined that the customer is an important customer such as an equipment accident at the customer site or when waiting for re-entry, the operator or engineer displays “ A predetermined symbol such as “AAA” may be displayed large.

Further, the criterion for determining the importance of the customer is not limited to the above embodiment. As another embodiment, the telephone reception device 3 or the operator terminal 4 analyzes the voice of the conversation between the customer and the operator, and extracts the speech tone speed, pitch, appearance frequency of a predetermined keyword, and the like as data. Analysis, grasp customer's feelings, and may be determined to be an important customer when a predetermined standard is exceeded. When the reference is exceeded, it is displayed or turned on so that it can be identified by at least one of the operator terminal 4, the engineer terminal 5, the center manager terminal (not shown), and the indicator lamp (not shown). This allows engineers and center managers to know the customer's urgency and take an immediate response in a short time for a truly urgent customer, and to take a response with increased customer satisfaction.

Usually, in the call center, there is a center manager who supervises and grasps the correspondence status of the operator terminal group 4a and engineer terminal group 5a. The center manager can grasp the reception status and response status from the important customers in addition to the response status of the operator at a dedicated terminal (not shown) possessed by the center manager. If an operator or an engineer who is dealing with an important customer is named a hot spot in this specification, the center manager can grasp the increase or decrease of the hot spot. If a hot spot can be found, the center manager can confirm that a dedicated engineer is available while the operator is talking to the customer. In addition, if multiple hot spots are found or are judged to be increasing, countermeasures such as engineer reinforcement and replacement with veteran operators should be promptly advanced in parallel between operator responses. Can do. Also, even if the operator or telephone reception device is not important, if it is determined to be important in the call between the customer and the engineer, the engineer will manually display the importance, and the center manager will grasp the situation. Thus, in parallel with the call between the customer and the engineer, the center manager can prepare for the increase of another engineer and can increase customer satisfaction.

  In this way, even for an important customer requiring urgency, the waiting time until the customer obtains an answer can be shortened and handled accurately, and customer satisfaction can be increased. In addition, grasping hotspots is not limited to the display on the dedicated terminal for the center manager, but an indicator light that can be confirmed even if the operator, engineer, or center manager's seat is away is provided on each operator or engineer terminal. In addition, the indicator lamp may be turned on automatically or manually by an operator or engineer when a hot spot state is reached. With such a configuration of the call center system, the entire call center can grasp the situation.

You may provide the display mechanism which displays the matter which wants to transmit regarding the said customer on the response screen of the engineer terminal which displays the customer response screen 12. For example, “The device used by this customer has a history of such problems in the past, so check that part first.” By recording a comment (message) that can be optimally dealt with for each customer and displaying it on the engineer terminal 5, it is possible to respond quickly. This message can also include a message to the operator that he / she wants to forward to another engineer when there is no dedicated engineer.

Further, a text display mechanism for text-displaying a conversation between the customer and an operator who operates the operator terminal 4 may be provided on the correspondence screen of the engineer terminal that displays the customer correspondence screen 12. In the text display, the voice data is analyzed by software, converted into text, and displayed on the engineer terminal 5, so that the conversation between the customer and the operator can be understood at a glance. Eliminates the need for customers to wait while listening to the conversation. Even if there are some mistakes in text conversion, it is enough to understand the outline. It is also effective to register in advance the keywords that can understand the customer's request from the text-converted information, and display them in groups for each such keyword. For example, it is effective to sort and display by the keyword of failure or the name of a part (mechanism) of an automatic analyzer such as a syringe or pipetter.

Further, at least one of inquiry history, work history, and number of inquiries may be displayed on the response screen of the engineer terminal 5 that displays the customer response screen 12. This display item may be a common item for all engineers, and engineer A displays an inquiry history, engineer B displays a work history, and so on. May be. In addition, display items may be automatically selected for each customer.

Also, if a specific customer's device is irregularly encountered at the same location, how to respond to that customer, for example, check which part or replacement parts There are cases where you know about how to respond, such as viewing. Such a handling method is stored in advance for each customer, and when the customer is specified by the operator terminal 4 or the like, the handling method of the engineer can be made smooth by displaying the handling method on the engineer terminal 5. .

    Also, in the case of an operation in which a responsible engineer is determined for each customer, even if the responsible engineer is absent at the time the customer inquires, the response method of the message memo can be used so that the replacement engineer can take some measures. It is also effective to store the message memo in such a format and display the message memo on the terminal of the engineer. As a result, it is possible to avoid a variation in the instruction to be communicated to the customer for each engineer, and to increase the reliability of the customer. In addition, the message memo may be instructed to correspond to a specific engineer when he / she is absent. In addition, the system stores the transfer information of the substitute engineer when such engineer is absent, and the system automatically transfers the customer inquiry when the engineer is absent. good. Thereby, the customer's response waiting time can be further reduced.

In addition, when an emergency response method is stored, the conversation between the customer and the operator is analyzed by text analysis and the system recognizes that an emergency response is necessary, the stored emergency response is stored. There may be a function of displaying the corresponding method on the engineer terminal 5.

Furthermore, it is possible to analyze the conversation between the customer and the operator by text analysis, etc., classify the customer's request into a predetermined category, and display a predetermined response method for each classified category on the engineer terminal. . The predetermined category is determined in advance for each device, such as device failure, dissatisfaction in use such as device usability, and other inquiries, and a keyword for determining which category of inquiry is determined. For example, if such a keyword is displayed three or more times during a conversation, the system determines to which category this inquiry is classified. Such a configuration makes it possible to respond quickly.

In addition, inquiries from customers cannot be resolved on the spot, and may be left as homework. In that case, customer satisfaction will decrease if left unattended. For this reason, for example, the system determines the response deadline in advance, such as 2 days or 1 week, or the engineer sets a time limit, and the system determines whether the response has been completed by that time, and the response has been completed. If not, it is also possible to display a follow on the engineer terminal 5 periodically. Therefore, information on whether or not the correspondence has been completed is stored. This information can be entered by the engineer in charge.

Another embodiment of the present invention will be described with reference to FIGS.
FIG. 6 is a diagram showing the concept of the processing system when the call center 51 receives an inquiry (52) from the customer 50 via telephone, mail, or the Internet. When the operator 61 of the call center 51 receives an inquiry from a customer via telephone, e-mail, or the Internet, the reception / response content is stored as text data 54. In order to convert to text data, the recorded voice record is converted into text data using voice recognition software and stored, or the voice that the operator or expert listens to is input into text using a word processor, etc. Yes (53). The text information is analyzed using text mining software or the like (55). As an analysis method, a search is made as to whether or not a keyword registered in advance in the information recorded in the text appears. The keyword includes a customer name, device model name, error (alarm) code, service part name, parts inventory confirmation, parts price confirmation, quotation request / confirmation, and other pre-registered keywords. If these pre-registered keywords appear in the text data, a flag indicating that they have appeared in the conversation is attached for each keyword (56). For example, if the customer name A is 10 times during one month of conversation, there is a problem with the analyzer used by the customer A, and the customer A receives an inquiry 10 times during the month. It is estimated that In such a case, by dispatching a service engineer to a customer named A and listening directly to the customer, it is possible to know exactly that the customer is in trouble and improve customer satisfaction. In addition, if the product model name ZZX appears 20 times during a month of conversation (in this case, the search is not limited to the customer, or the number of inquiries for each customer is accumulated and the number of customers set is met. For example, it is estimated that some problem has occurred in a product called ZZX. When ZZX is a new product, the customer may be unfamiliar with the handling of the product ZZX, so the inquiries may have concentrated, or there may be a defect in the design of the product ZZX and the inquiries may have concentrated. By transmitting such information to the service engineer 59 at the service base 58 (57), the service engineer has received the inquiry about the product ZZX, recorded conversation data with the customer. By directly checking, it is possible to accurately grasp the problem that has occurred. In addition, by visiting a customer who uses a product called ZZX (60) and correcting the defect, the occurrence of a failure can be prevented in advance. In addition, even for customers who have not experienced such problems, it is possible to prevent customers from experiencing problems in advance by explaining how to use them before experiencing problems. Customer satisfaction can be improved. If an error code occurs when the device is used, and the customer cannot understand the error content, the customer makes an inquiry to the call center. If a customer makes an inquiry about the same error code during a month, the error code may be difficult for the customer to understand or it may cause an error because the customer is likely to misuse it. There is sex. By telling the service engineer that there are many inquiries about the same error code, the service engineer checks the text data, confirms why the error code is likely to occur, and explains to the customer or replaces the part. It is possible to take an active action such as recommending an action such as, or requesting improvement of the device design from the device designer. The same applies to the alarm code.

Also, if it is found that inquiries are concentrated on the same service component, it is possible to investigate why the inquiries are concentrated on that component. For example, even if the parts have the same specifications, there is a possibility that a problem has occurred because the purchase destination of the parts has changed, and a problem has also occurred because the lot has changed even at the same parts purchase destination. In addition, since the description of the manual is not appropriate, there is a possibility that the method of replacing the part is not well understood and inquiries are concentrated. By ascertaining the cause, the service engineer can explain to the customer in an appropriate and timely manner or take countermeasures against the defect, thereby improving customer satisfaction. If there is a lot of inventory confirmation for a specific part, it is possible to prevent missing parts by increasing the inventory. Also, if parts information such as price and delivery date is published on the Internet, Adding information on a large number of parts will lead to a reduction in customer inquiry calls and improve customer satisfaction. Moreover, it is possible to quickly grasp that the customer is in trouble by examining the reason why there are many inventory checks for the part.

If there are many quotation requests / confirmations for a specific product, it means that the customer is highly interested in the product. Therefore, it is possible to increase sales by actively promoting the product. In addition, options and maintenance requests can be estimated in a timely manner, not just the product itself. It is also possible to register specific keywords that the service engineer is interested in. For example, it is possible to register a name of a specific inquiry about a measuring method such as a consumable name such as a light source lamp, a method of accuracy management, and the like. It is also possible not to register keywords in advance. In other words, a list is created in the order of the most commonly used terms in text mining, and meaningful words other than words that are actually meaningless (for example, greetings that are taken care of) You can also extract only the words and create a ranking of the extracted words. If the ranked word appears 30 times in a month, for example, the fact can be solved before an unexpected problem becomes a major problem by expanding the fact to service engineers. There is. In the above, an example of searching for a specific keyword is described. However, it is also possible to simply rank customer names, device model names, and the like that are frequently inquired, and notify the service engineer of the top 10 for example (see FIG. 11). . This notification makes it possible to make a patrol visit to a higher-level customer, carry the technical data of the higher-level device type in preparation for inquiries, and take actions that lead to improved customer satisfaction. Further, the above is a procedure for notifying the service engineer of the search result, but the customer may be notified directly (see FIG. 10). For example, a customer who frequently inquires about the same error code can be notified of a recommendation to implement a preventive maintenance menu related to the error, thereby preventing an unexpected stoppage of the operation of the apparatus. Similarly, it is also possible to improve customer satisfaction by guiding customers who have many parts inquiries to send parts lists and browse parts information browsing procedures published on the Internet. FIG. 7 shows an example of an inquiry ranking for each keyword registered in advance. The application example describes the merit of performing such ranking. FIG. 8 shows an example of expansion by e-mail to the service engineer as a result of analyzing the text information. In this example, e-mail is sent only to Santaro Yukiyama, but it can also be sent to all registered members at the same time. The registered members can be selected not only from service engineers, but also from factory designers and members of the quality assurance department. Further, the destination member can be changed according to the content of the keyword to be searched. For example, it can be said that information about the device type ZZX is registered with Jiro Umikawa and Shiro Tanimizu as destinations, and information about the device type GFD is registered with Goro Ungiri and Santaro Yukiyama as destinations.

In the body of the email, the contents of the set keyword, the search period, etc. are described, and a link is pasted on the ranking date. By clicking the link on the email system, the searched content Can see.
FIG. 9 shows a flowchart of such a call center system. The steps up to the information update are the same as those in FIG. After that, the step whether or not to include a preset keyword from the record that has been converted into text data, if it contains a keyword, the number of appearances for each keyword in a preset period (one week, one month, etc.) A step for checking whether or not the set number of times (threshold) has been exceeded and notifying the set number is described.

DESCRIPTION OF SYMBOLS 1 ... Call center system 2 ... Switch 3 ... Telephone reception device 4 ... Operator terminal 4a ... Operator terminal group 5 ... Engineer terminal 5a ... Engineer terminal group 6 ... Memory Device 7 ... Incoming call history database 8 ... Customer information database 9 ... Delivery equipment information database 10 ... Engineer information database 11 ... Customer telephone 12 ... Customer service screen 13 ... Customer information Column 14 ... Delivery equipment information column 15 ... Engineer information column 16 ... Incoming call history information column 17 ... Identification display 18 ... Detail button 19 ... Transfer button 20 ... Number of incoming calls during the period Field 50 ... Customer 51 ... Call center 52 ... Inquiry 61 ... Call center operator

Claims (17)

An exchange that receives communications from customers;
A telephone reception device for storing at least communication contents from the customer;
A customer-facing screen corresponding to the customer connected to the telephone reception device is displayed, and communication from the customer received by the exchange is accepted or any one of a plurality of predetermined forwarding destinations An operator terminal that directs the transfer to
An engineer terminal as the transfer destination;
A call center system comprising:
A text data conversion mechanism for converting communication contents from the customer stored in the telephone reception device into text data; a text data storage mechanism for storing text information converted into text data by the text data conversion mechanism;
A call center system comprising an extraction mechanism for extracting communication including a preset keyword from text data stored in the text data storage mechanism. The call center system according to claim 1,
The call center system, wherein the extraction mechanism includes a ranking mechanism that ranks at least one of the preset keywords based on the appearance frequency. In the call center system according to claim 1 or 2,
The call center system, wherein the preset keyword includes at least one of a customer name, a device model name, an alarm code, an error code, a service component name, a component inventory check, a component price, and an estimate request. The call center system according to claim 3,
When the preset keyword is at least one of parts inventory confirmation, parts price, and request for quotation, a classification mechanism is provided for classifying at least one of the service part name and the device model name for the content. And call center system. In the call center system according to claim 1 or 2,
The preset keyword includes at least one of an alarm code, an error code, a service part name, part inventory confirmation, part price, and a request for quotation, and the application frequency of the keyword for each customer name and / or device type A call center system characterized by the ability to rank based on The call center system according to claim 2 or 5,
A call center system comprising a notification mechanism for notifying that when the number of appearances of a preset text ranked by the ranking mechanism appears more than a predetermined number of times during a predetermined period. The call center system according to claim 6,
A call center system comprising a setting mechanism for setting at least one of the predetermined period and a predetermined number of times. The call center system according to claim 6,
The call center system according to claim 1, wherein the notification mechanism is notification by e-mail to members registered in advance. The call center system according to claim 8,
The call center system is characterized in that the notification by e-mail notifies at least one of a preset keyword, a search period, a search result for each customer, and a search result for each device type. In the call center system according to any one of claims 1 to 9,
A call center system comprising a keyword setting mechanism for setting the preset keywords. The call center system according to claim 2 or 5,
Provided with a guidance notification mechanism for notifying a customer related to the text when the preset number of appearances of the text ranked by the ranking mechanism appears more than a predetermined number of times in a predetermined period. Call center system characterized by that. A converter that receives communications from customers;
A telephone reception device for storing at least history information related to communication from the customer and the customer information;
An operator terminal connected to the telephone reception device and displaying a customer-facing screen corresponding to the customer, and instructing the predetermined communication to be transferred to any one of a plurality of predetermined transfer destinations;
An engineer terminal as the transfer destination;
A call center system comprising:
A call center system comprising a storage mechanism for storing a response method for each customer, and a display mechanism for displaying the response method stored in the storage mechanism on the customer response screen. The call center system according to claim 12,
The call center system, wherein the response method is a response method when an engineer in charge of the customer is absent. The call center system according to claim 12,
The call center system characterized in that the response method is an emergency response method. The call center system according to claim 12,
Text analysis of conversation between the customer and the operator of the operator terminal, and the customer inquiry content is classified into one of a plurality of predetermined categories based on the text analysis, corresponding to the classified category A call center system comprising a display mechanism for displaying a predetermined response method on the customer response screen. In the call center system according to any one of claims 12 to 15,
A completion information storage mechanism for storing information on whether or not the response to the inquiry from the customer is completed, and at a predetermined interval until the information stored in the completion information storage mechanism is completed. A call center system characterized by a follow-up mechanism that follows the response to engineer terminals. An exchange that receives communications from customers;
A telephone reception device for storing at least communication contents from the customer;
A customer-facing screen corresponding to the customer connected to the telephone reception device is displayed, and communication from the customer received by the exchange is accepted or any one of a plurality of predetermined forwarding destinations An operator terminal that directs the transfer to
An engineer terminal as the transfer destination;
A call center system comprising:
A text data conversion mechanism for converting communication contents from the customer stored in the telephone reception device into text data; a text data storage mechanism for storing text information converted into text data by the text data conversion mechanism;
A call center system comprising a ranking mechanism for ranking the appearance frequency of at least one of a customer name and a device model name that have received an inquiry from text data stored in the text data storage mechanism.

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