JP2021162873A - Reception system, reception number management device, calling device, and reception number notification method - Google Patents

Abstract

To improve customer satisfaction with a reception system.SOLUTION: A reception system includes: a reception unit which receives reception information containing service tasks requested by customers and staff members chosen to handle the service tasks; a storing unit which stores reception numbers corresponding to the reception information received by the reception unit; a notification unit which notifies the customers of the reception numbers stored in the storing unit in a specific order; a first detection unit which detects that a chosen staff member has become unavailable to handle a service task; and a control unit which, when the first detection unit detects that the chosen staff member has become unavailable to handle the service task, controls the notification unit so that a notification of the reception number which corresponds to the service task which the chosen staff member has become unavailable to handle is preferentially provided.SELECTED DRAWING: Figure 2

Description

The present invention relates to a reception system, a reception number management device, a calling device, and a reception number notification method.

At a store of a financial institution, a customer's desired requirement is accepted and the person in charge handles the requirement at the counter. Patent Document 1 discloses a reception system that accepts the designation of the person in charge of the matter when accepting the matter.

Japanese Patent No. 5103126

However, in the reception system described above, if the designated person cannot handle the matter for some reason, the customer who specified the person knows that fact until he / she is called to the counter. Can't. In this case, it is possible that the customer satisfaction is lowered.

The present disclosure solves the above-mentioned problems, and aims to improve customer satisfaction in the reception system.

In order to achieve the above object, the reception system in the present disclosure includes a reception unit that accepts reception information including the requirements desired by the customer and the designation of the person in charge of the requirements, and the reception reception received by the reception department. A storage unit that stores the reception number corresponding to the information, a notification unit that notifies the customer of the reception number stored in the storage unit in a predetermined order, and a notification that the designated person in charge can no longer be in charge of the matter. When the first detection unit to detect and the first detection unit detect that the specified person can no longer be in charge of the matter, the reception number corresponding to the matter that the specified person can no longer be in charge of is assigned. , A control unit that controls the notification unit so as to give priority to notification.

Further, the reception number management device in the present disclosure has a storage unit that stores the reception number corresponding to the information including the customer's desired business and the designation of the person in charge of the business, and the reception number management device according to the request of the person in charge. It is equipped with a reception number output unit that outputs the reception numbers stored in the storage unit to the person in charge in a predetermined order, and a first detection unit that detects that the designated person in charge can no longer be in charge of the matter. When the first detection unit detects that the designated person in charge can no longer be in charge of the matter, the reception number output unit obtains the reception number corresponding to the matter that the designated person in charge can no longer be in charge of. Priority is given to output to a person in charge other than the designated person in charge regardless of the predetermined order.

Further, the calling device in the present disclosure is a calling device operated by a person in charge of the business desired by the customer, and is a reception number corresponding to the reception information including the designation of the business and the person in charge of the business. A requesting unit that requests notification of a reception number from the reception number management device that stores the information, and an acquisition unit that acquires reception numbers notified from the reception number management device in a predetermined order in response to a request from the requesting unit. The reception number corresponding to the matter that the specified person can no longer be in charge of, the acquisition department that acquires the fact that the specified person can no longer be in charge, the reception number acquired by the acquisition department, and the designated person in charge. It is provided with a display unit for displaying that the person can no longer be in charge.

Further, the reception number notification method in the present disclosure is a reception number notification method by the reception system, and is a step of receiving reception information including a request desired by the customer and a designation of a person in charge of the request, and reception. A step of storing the reception number corresponding to the received reception information, a step of notifying the customer of the stored reception number in a predetermined order, and a step of notifying the customer of the stored reception number, and when the designated person cannot take charge of the matter, it is specified. It is provided with a step of giving priority to notifying the reception number corresponding to the matter that the person in charge can no longer be in charge of.

According to the reception system, reception number management device, calling device, and reception number notification method of the present disclosure, customer satisfaction can be improved.

It is a schematic diagram of the store to which the reception system of this disclosure is applied. It is a block diagram of the reception system shown in FIG. It is a figure which shows the person in charge table stored in the reception number management apparatus shown in FIG. It is a figure which shows the 1st reception table stored in the reception number management apparatus shown in FIG. It is a figure which shows the 2nd reception table stored in the reception number management apparatus shown in FIG. It is a flowchart of the management method of the 1st reception table executed by the reception number management apparatus shown in FIG. It is a figure which shows the 1st reception table stored in the reception number management apparatus shown in FIG. 2, and shows the state which a part was updated from the 1st reception table shown in FIG. It is a flowchart of the 1st reception number output method executed by the reception number management apparatus shown in FIG. It is a figure which shows the 1st reception table stored in the reception number management apparatus shown in FIG. 2, and shows the state which a part was updated from the 1st reception table shown in FIG. It is a flowchart of the 2nd reception number output method executed by the reception number management apparatus shown in FIG.

Hereinafter, the reception system of the present disclosure will be described with reference to the drawings. The reception system 1 is installed, for example, in the store S of the financial institution shown in FIG.

The store S of the present embodiment is provided with an entrance EN, a waiting place L, a window W, and a reception system 1. A plurality of counters W (five in this embodiment) are arranged in the store. The matter received by the reception system 1 is handled by the person in charge of the store at the window W.

As shown in FIGS. 1 and 2, the reception system 1 includes a reception device 10, a calling device 20, a notification device 30, and a reception number management device 40. The notification device 30 is an example of a “notification unit”. The reception device 10, the calling device 20, the notification device 30, and the reception number management device 40 are connected so as to be able to transmit information via the network N.

The reception device 10 is arranged near the entrance EN and receives the customer's desired requirements. The reception device 10 includes a display operation unit 11, a card reading unit 12, a ticketing unit 13, and a control unit 14.

The display operation unit 11 has a display function and an input function for inputting information such as the content of a message by being operated by a customer. The display operation unit 11 is, for example, a touch panel.

The display operation unit 11 switches and displays a plurality of screens. On the first screen (not shown), a plurality of icons indicating the contents of the message are displayed. The contents of the requirements are, for example, withdrawal, deposit, transfer, payment of tax and public money, large-scale payment, consultation (for example, loan consultation), and the like.

When the content of the message is specified by operating the icon on the first screen, the display operation unit 11 displays the second screen (not shown). On the second screen, a plurality of icons indicating information (for example, the name of the person in charge) of the person in charge of the matter at the window W at the time when the second screen is displayed are displayed. Information on the person in charge of the matter at the window W is transmitted from the reception number management device 40 (details will be described later).

By operating the icon on the second screen, the customer can specify the person in charge of handling the matter. On the other hand, the customer may not specify the person in charge of handling the matter. The content of the message input from the display operation unit 11 and the information of the designated person in charge are output to the control unit 14.

The card reading unit 12 reads the information of the card owned by the customer. The card is specifically a cash card. The card reading unit 12 reads the account number from the customer's cash card. The account number read by the card reading unit 12 is output to the control unit 14 as customer information. The card reading unit 12 may read the store number and the subject in addition to the account number.

The ticketing unit 13 issues a reception slip on which the reception number (for example, "088") is printed. The reception number is a number used to identify a customer.

The control unit 14 controls the reception device 10 in an integrated manner. The control unit 14 includes a reception unit 14a, a numbering unit 14b, and a reception information output unit 14c.

The reception unit 14a receives the content of the message input from the display operation unit 11, the information of the designated person in charge, and the customer information read by the card reading unit 12.

The numbering unit 14b assigns a reception number when the reception unit 14a receives the contents of the business matter. The reception number is issued so as to increase by one in order from "001". The reception number assigned by the numbering unit 14b is output to the ticketing unit 13.

The reception information output unit 14c outputs reception information to the reception number management device 40. The reception information is the content of the message received by the reception unit 14a, the information of the designated person in charge, the customer information, and the reception number assigned by the numbering unit 14b.

The customer moves to the waiting place L with the reception slip issued by the reception device 10 and waits for his / her reception number to be notified.

The calling device 20 is arranged at each window W. The calling device 20 is operated by the person in charge in order to call the customer who handles the business by the person in charge at the window W. The calling device 20 includes a calling switch 21, a display unit 22, and a control unit 23.

The call switch 21 is operated by the person in charge when the person in charge calls the customer.

The display unit 22 displays information such as a reception number. When the display unit 22 is a touch panel, the call switch 21 may be provided on the display unit 22.

The control unit 23 controls the calling device 20 in an integrated manner. The control unit 23 includes a person in charge information output unit 23a, a request unit 23b, an acquisition unit 23c, and a cancellation unit 23d.

When the person in charge logs in to the calling device 20, the person in charge information output unit 23a outputs the information of the person in charge who has logged in (for example, the user ID and the name of the person in charge) to the reception number management device 40. When the person in charge starts taking charge of the matter at the window W, he / she logs in to the calling device 20 arranged at the window W by using the identification information (for example, user ID) that identifies the person in charge.

Further, when the person in charge logs out from the calling device 20, the person in charge information output unit 23a outputs the information of the person in charge who has logged out to the reception number management device 40. When the person in charge finishes handling the matter and leaves the window W, the person in charge logs out from the calling device 20.

The requesting unit 23b requests a reception number. The request unit 23b outputs a request signal requesting the reception number to the reception number management device 40 in response to the pressing of the call switch 21. The request signal contains information about the person who logged in.

The acquisition unit 23c acquires the reception number transmitted from the reception number management device 40 (details will be described later).

The cancellation unit 23d cancels the handling of the matter regarding the reception number acquired by the acquisition unit 23c. The cancellation unit 23d transmits a cancellation signal including information to the effect that the handling of the message is canceled to the reception number management device 40.

The notification device 30 displays the reception number acquired by the calling device 20. The notification device 30 is associated with the calling device 20 arranged at each window W and is arranged at each window W. The customer sees the reception number displayed on the notification device 30, and if it matches the reception number written on the reception slip acquired by the reception device 10, the customer moves to the window W where the notification device 30 is arranged.

The reception number management device 40 stores the reception number received by the reception device 10, and transmits the reception number to the calling device 20 in response to a request from the calling device 20.

The reception number management device 40 includes a storage unit 41 and a control unit 42 that controls the reception number management device 40 in an integrated manner. The control unit 42 is an example of a “control unit”. The control unit 42 includes a first detection unit 42a, a second detection unit 42b, a reception number output unit 42c, an erasure unit 42d, a first notification unit 42e, a second notification unit 42f, and a third notification unit 42g. ..

The storage unit 41 stores the person in charge table Ta (FIG. 3), the first reception table Tb1 (FIG. 4), and the second reception table Tb2 (FIG. 5).

In the person in charge table Ta (FIG. 3), the information of the window W and the person in charge is stored in association with each other. The information of the person in charge stored in the person in charge table Ta is transmitted from the person in charge information output unit 23a of the calling device 20. That is, when the information of the person in charge who logged in from the calling device 20 is transmitted, the person in charge table Ta logs in to the information column of the person in charge corresponding to the window W where the calling device 20 that transmitted the information is arranged. The information of the person in charge is stored.

On the other hand, when the information of the person in charge who has logged out is transmitted from the calling device 20, the information of the person in charge who has logged out is deleted from the person in charge table Ta. That is, in the person in charge table Ta, the information of the person in charge handling the matter at the window W is stored in real time. The information stored in the person in charge table Ta is transmitted to the reception device 10, and the contents are displayed on the second screen.

In the first reception table Tb1 (FIG. 4), the table number, the reception number, the content of the message, the customer information, the designated person in charge, the original person in charge, the normal call, and the priority call are stored in association with each other. Has been done.

The table number is a serial number in the first reception table Tb1, and is incremented by one in order from "1". The reception number, the content of the message, the customer information, and the designated person in charge are transmitted from the reception device 10 as reception information. The reception information is stored in the order of transmission from the reception device 10 in ascending order of the table number.

The information stored in the designated person in charge column is as follows. That is, when a customer specifies a person in charge, the information of the designated person in charge is stored in the column of the designated person in charge corresponding to the reception number of the customer. On the other hand, if the customer has not specified a person in charge, the designated person in charge column corresponding to the customer's reception number is empty.

Information indicating whether or not a normal call has been made is stored in the normal call column. A normal call is to call customers in a predetermined order. The predetermined order will be described later. When the reception information transmitted from the reception device 10 is stored in the first reception table Tb1, the normal call column corresponding to the reception information is "not yet" indicating that the normal call has not been made at this time. Is stored.

When the reception number management device 40 outputs the reception number to the call device 20 in a predetermined order in response to the reception number request signal transmitted from the call device 20, the normal call column corresponding to this reception number is ". It is updated from "not yet" to "done" indicating that it was normally called.

Information indicating whether or not a priority call has been made is stored in the priority call column. A priority call is to call a priority customer regardless of a predetermined order (details will be described later). When the reception information transmitted from the reception device 10 is stored in the first reception table Tb1, the priority call column corresponding to the reception information is "None" indicating that the priority call has not been made at this time. Is stored.

When the reception number management device 40 outputs the priority reception number to the calling device 20 in response to the reception number request signal transmitted from the calling device 20, regardless of the predetermined order, the priority corresponding to this reception number is given. The call column is updated from "None" to "Yes" indicating that a priority call has been made.

In the second reception table Tb2 (FIG. 5), the customer information of the customer whose priority call column in the first reception table Tb1 is "Yes" is stored. That is, in the second reception table Tb2, customer information corresponding to the reception number notified with priority is stored.

The first detection unit 42a detects that the designated person in charge can no longer be in charge of the matter (details will be described later).

The second detection unit 42b detects that the designated person in charge can take charge of the matter that the designated person in charge can no longer take charge of (details will be described later).

The reception number output unit 42c outputs the reception number to the calling device 20 in response to the request for the reception number transmitted from the calling device 20. As a general rule, the reception number output unit 42c makes a normal call to output the reception number in a predetermined order in order for the person in charge to handle the business desired by the customer.

In the predetermined order, when the request signal including the information of the person in charge of the window W is transmitted from the calling device 20, first, in the first reception table Tb1, the normal calling column is "not yet". Among certain reception numbers, the one with the smallest table number is referred to. When nothing is stored in the designated person in charge column corresponding to the referenced reception number, or when the same person in charge information as the person in charge information included in the request signal is stored. The reception number is selected and output to the calling device 20 that has transmitted the request signal.

On the other hand, if the information of the person in charge different from the information of the person in charge included in the request signal is stored in the column of the designated person in charge corresponding to the referenced reception number, the reference of the reception number is canceled. The reception number with the smallest table number is referred to after the reception number whose reference has been canceled.

Furthermore, when nothing is stored in the designated person in charge column corresponding to this referenced reception number, or the same person in charge information as the person in charge information included in the request signal is stored. If so, the reception number is selected and output to the calling device 20.

In this way, when the reception number output unit 42c makes a normal call to output the reception number in a predetermined order, the reception number is selected in order from the smallest table number based on the information of the person in charge included in the request signal. It is output to the calling device 20 that has transmitted the request signal. The normally called customer moves to the window W and has the person in charge handle the matter.

Further, the reception number output unit 42c, as an exception, makes a priority call for preferentially outputting a reception number satisfying a predetermined condition regardless of the predetermined order described above. The predetermined condition is that the designated person in charge has logged out of the calling device 20 at the time when the reception number is referred to as described above. Since the person in charge designated as the customer can no longer be in charge of the matter, the reception number output unit 42c preferentially outputs the reception number of the customer in order to notify the customer to that effect.

The erasing unit 42d erases the preferentially notified reception number from the storage unit 41 after the notification device 30 gives priority to the reception number. Specifically, when the above-mentioned cancellation signal is transmitted from the calling device 20, the erasing unit 42d erases the reception number notified preferentially and the information corresponding to the reception number from the first reception table Tb1. do.

The first notification unit 42e is designated that when the notification device 30 gives priority to the reception number, the designated person in charge of the matter corresponding to the reception number to be notified with priority can no longer be in charge. It notifies other persons in charge other than the person in charge.

Specifically, when the reception number output unit 42c preferentially outputs the reception number, the first notification unit 42e notifies the calling device 20 that the designated person in charge can no longer be in charge. In this case, since the designated person in charge is logged out, another person in charge different from the designated person in charge is logged in to the calling device 20. Therefore, this notification is notified to another person in charge via the calling device 20.

When the preferentially notified reception number is re-notified by the notification device 30 in a predetermined order, the second notification unit 42f is a designated person in charge of the matter corresponding to the preferentially notified reception number. Notifies other persons in charge that they can no longer be in charge (details will be described later).

When the reception unit 14a receives the customer information corresponding to the reception number notified with priority, the third notification unit 42g notifies the person in charge of the window W to that effect. Specifically, when the reception unit 14a receives the customer information that matches the customer information stored in the second reception table Tb2, the third notification unit 42g notifies the calling device 20 to that effect (details will be described later). do).

Next, the management method of the first reception table Tb1 executed by the reception number management device 40 described above will be described from the state where the person in charge table Ta is in the state shown in FIG. 3 by using the flowchart shown in FIG. ..

In the person in charge table Ta shown in FIG. 3, since the person in charge is in charge from the counters W1 to W4 and is logged in to the calling device 20, the information of the person in charge is stored. On the other hand, at the window W5, since there is no person in charge and the call device 20 is not logged in, the information of the person in charge is not stored.

The control unit 42 confirms in S10 whether or not the reception information has been acquired. When the reception device 10 does not accept the customer's request, the reception device 10 does not transmit the reception information, so that the reception number management device 40 does not acquire the reception information. In this case, the control unit 42 determines NO in S10 and advances the program to S12.

On the other hand, when the reception device 10 receives the customer's request, the reception device 10 transmits the reception information, so that the reception number management device 40 acquires the reception information. In this case, the control unit 42 determines YES in S10 and stores the reception information in S11.

Specifically, the control unit 42 stores reception information in the first reception table Tb1 (FIG. 4) in ascending order of table numbers. For example, when the reception information is stored from the table numbers "1" to "87", the control unit 42 receives the reception transmitted from the reception device 10 in the reception information column corresponding to the table number "88". Store information.

If the reception information corresponding to the table number "88" is stored and the normal call is made up to the table number "85", the normal call column of the table number before the table number "85" is used. "Done" is stored in. On the other hand, "not yet" is stored in the normal call column of the table numbers "86" to "88". That is, the customers of the table numbers "86" to "88" are not normally called at this point, and are in a state of waiting at the waiting place L.

Further, at this point, since the priority call has not been made for the reception numbers corresponding to the table numbers "86" to "88", "None" is stored in the priority call column, and the original person in charge is in charge. The column of is empty. Further, at this point, the customer with the table number "86" designates the person in charge B, the customer with the table number "87" does not specify the person in charge, and the customer with the table number "88" is in charge. Person A is specified.

Subsequently, the control unit 42 determines in S12 whether or not the information of the person in charge who has logged out has been acquired. If the person in charge has not logged out of the calling device 20, the information of the person in charge who has logged out from the calling device 20 is not transmitted. In this case, the control unit 42 determines NO in S12 and advances the program to S15.

On the other hand, when the person in charge logs out from the calling device 20, the information of the person in charge who has logged out is transmitted from the calling device 20. In this case, the control unit determines YES in S12, and in S13, in the first reception table Tb1, the information of the person in charge who has logged out is the column of the designated person in charge corresponding to the reception number that has not been called. Check if it is stored in.

For example, when the reception number management device 40 acquires the information of the person in charge C who has logged out, in the first reception table Tb1 shown in FIG. 4, the information of the person in charge C is the reception number whose normal call column is "not yet". It is not stored in the column of the specified person in charge corresponding to. In this case, since the information of the person in charge who has logged out is not stored in the column of the person in charge designated in the first reception table Tb1, the control unit 42 determines NO in S13 and advances the program to S15.

On the other hand, for example, when the reception number management device 40 acquires the information of the person in charge A who has logged out, the information of the person in charge A in the first reception table Tb1 is the reception number "088" in which the normal call column is "not yet". It is stored in the column of the designated person in charge corresponding to "". In this case, since the information of the person in charge who logged out is stored in the column of the person in charge designated in the first reception table Tb1, the control unit 42 determines YES in S13 and is designated in S14. Update the person in charge column and the original person in charge column.

Specifically, the control unit 42 updates the column of the designated person in charge in which the information of the person in charge who has logged out is stored in the first reception table Tb1 to the information indicating that he / she has logged out. For example, when the information of the person in charge A who has logged out is transmitted, the control unit 42 fills the column of the person in charge in which the information of the person in charge A who has logged out is stored in the first reception table Tb1 of FIG. Update to the information indicating that you have logged out, as in the first reception table Tb1.

Further, the control unit 42 changes the information of the person in charge stored in the designated person in charge column updated to the information to the effect of logging out to the reception number updated to the information to the effect that the person in charge has logged out. Store in the corresponding original contact column. For example, as shown in FIG. 7, the person in charge is in the column of the original person in charge corresponding to the reception number "088" in which the column of the designated person in charge is updated to the information that the information of the person in charge A is logged out. Stores the information of A.

Subsequently, the control unit 42 confirms in S15 whether or not the information of the person in charge who has logged in has been acquired. If the person in charge is not logged in to the calling device 20, the information of the person in charge logged in from the calling device 20 is not transmitted. In this case, the control unit 42 determines NO in S15 and returns the program to S10.

On the other hand, when the person in charge logs in to the calling device 20, the information of the person in charge who has logged in is transmitted from the calling device 20. In this case, the control unit determines YES in S15, and in S16, the information of the person in charge who has logged in is displayed in the column of the original person in charge corresponding to the reception number that has not been called in the first reception table Tb1. Check if it is stored.

For example, when the reception number management device 40 acquires the information of the person in charge E who has logged in while the first reception table Tb1 is shown in FIG. 7, the information of the person in charge E is "not yet" in the normal call column. It is not stored in the column of the original person in charge corresponding to the reception number. In this case, since the information of the person in charge who logged in is not stored in the column of the original person in charge in the first reception table Tb1, the control unit 42 determines NO in S16 and returns the program to S10.

On the other hand, for example, when the reception number management device 40 acquires the information of the person in charge A who has logged in while the first reception table Tb1 is shown in FIG. 7, the information of the person in charge A is displayed in the normal call column of ". It is stored in the column of the original person in charge corresponding to the reception number "088" which is "not yet". In this case, since the information of the person in charge who logged out is stored in the column of the original person in charge in the first reception table Tb1, the control unit 42 determines YES in S16 and the person in charge specified in S17. Update the person column and the original person in charge column.

Specifically, the control unit 42 stores the information of the logged-in person in the field of the designated person corresponding to the reception number in which the field of the original person in charge is the information of the person who logged in. For example, in the first reception table Tb1 shown in FIG. 7, the person in charge who logged in to the designated person in charge column corresponding to the reception number "088" in which the column of the original person in charge is the information of the person in charge A who logged in. Stores the information of A.

Further, the control unit 42 deletes the information of the person in charge from the column of the original person in charge in which the information of the person in charge who logged in is stored. For example, in the first reception table Tb1 shown in FIG. 7, the information of the person in charge A is deleted from the column of the original person in charge in which the information of the person in charge A who logged in is stored. As a result, the first reception table Tb1 changes from the state shown in FIG. 7 to the state shown in FIG.

Next, the first reception number output method executed by the reception number management device 40 described above will be described from the point where the first reception table Tb1 is in the state shown in FIG. 7 by using the flowchart shown in FIG. In the state of the first reception table Tb1 shown in FIG. 7, the person in charge A is the calling device 20 from the state of the first reception table Tb1 shown in FIG. 4 in the column of the designated person in charge corresponding to the reception number "088". Since you logged out from, the information has been updated to the effect that you have logged out. Further, the information of the person in charge A is stored in the column of the original person in charge corresponding to the reception number "088".

The control unit 42 determines in S20 whether or not the request signal has been acquired. If the request signal is not transmitted from the calling device 20, the reception number management device 40 does not acquire the request signal. Therefore, the control unit 42 determines NO in S20 and repeatedly executes S20.

On the other hand, when the request signal is transmitted from the calling device 20, the reception number management device 40 acquires the request signal, so that the control unit 42 determines YES in S20. Subsequently, in S21, the control unit 42 determines in S21 whether or not there is a reception number that is not normally called and the designated person in charge can no longer be in charge of the matter. Specifically, in the first reception table Tb1, the control unit 42 stores information indicating that the user has logged out in the designated person in charge column corresponding to the reception number in which the normal call column is "not yet". Check if there is something.

For example, in the first reception table Tb1 of FIG. 7, information indicating that the user has logged out is stored in the column of the designated person in charge corresponding to the reception number "088" in which the normal call column is "not yet". That is, since the person in charge A designated by the customer with the reception number "088" has logged out from the calling device 20, he cannot be in charge of the business of the customer with the reception number "088". In this case, regarding the reception number "088", it is detected that the designated person in charge can no longer be in charge of the matter.

In this case, the control unit 42 determines YES in S21, and preferentially calls the reception number in which the person in charge designated in S22 can no longer be in charge of the matter. Specifically, the control unit 42 outputs a reception number (for example, "088") in which information indicating that the user has logged out is stored in the designated person in charge column to the calling device 20 that has transmitted the request signal.

Further, in this case, since the reception number is preferentially output regardless of the predetermined order, the control unit 42 sends a request signal together with the fact that the designated person in charge can no longer be in charge. Output to device 20.

At this time, the display unit 22 of the calling device 20 displays the priority reception number (for example, "088") transmitted from the control unit 42 and the fact that the designated person in charge can no longer be in charge. Further, the notification device 30 corresponding to the calling device 20 displays the priority reception number (for example, “088”) and notifies the customer in the waiting place L of the reception number. In this way, the control unit 42 of the reception number management device 40 controls the notification device 30 via the calling device 20.

The customer who has the reception slip on which the notified reception number (for example, "088") is printed moves to the window W. At this time, the person in charge designated by the customer (for example, person in charge A) is different from the person in charge at the window W because he / she is logged out. On the other hand, the person in charge at the window W at that time recognizes that the customer who came to the window W has been preferentially called by the display unit 22 of the calling device 20. In this case, since the person in charge at the window W is not the designated person in charge, the customer is asked about how to handle the customer's requirements without handling the customer's requirements.

The customer's intention is that the person in charge specified by the customer is not at the window W, so for example, the customer can cancel the matter, have any person in charge handle the matter, or specify another person in charge. ,.

For example, the customer who decides to handle the matter waits again at the waiting place L. On the other hand, the person in charge of the window W transmits the information of the customer's intention to the control unit 42. When the customer's intention information is transmitted, the control unit 42 determines YES in S23, and updates the first reception table Tb1 in S24 based on the customer's intention information.

For example, when the customer's intention is to cancel the business, the customer's reception number is deleted from the first reception table Tb1. In addition, if the customer's intention is to handle the matter because any person in charge may be used, the column of the designated person in charge corresponding to the customer's reception number is logged out in the first reception table Tb1. From the information, update to empty. If the customer's intention is to specify another person in charge, the information that the designated person in charge corresponding to the customer's reception number is logged out in the first reception table Tb1 is used. Update to the information of the newly specified person in charge.

For example, in the state where the first reception table Tb1 is shown in FIG. 7, when the intention of the customer of the preferentially called reception number "088" is the designation of the person in charge D, the designation corresponding to the reception number "088" is specified. The person in charge column and the priority call column are updated. Specifically, as shown in the first reception table Tb1 shown in FIG. 9, the column of the designated person in charge corresponding to the reception number "088" is updated from the information indicating that the user has logged out to the information of the person in charge D. NS. Further, since the reception number "088" is preferentially called, the priority call column corresponding to the reception number "088" is updated from "none" to "yes".

Further, if there is no information in S21 in which the information indicating that the user has logged out is stored in the column of the designated person in charge corresponding to the reception number that is not normally called, the control unit 42 displays NO in S21. judge. For example, in the state of the first reception table Tb1 shown in FIGS. 4 and 9, there is no reception number in which the information indicating that the user has logged out is stored. In this case, the control unit 42 executes S25.

The control unit 42 selects the reception number in S25 according to the predetermined order described above. Further, the control unit 42 confirms in S26 whether or not the selected reception number has been preferentially called.

For example, in the first reception table Tb1 shown in FIG. 9, when the reception number "086" is selected in a predetermined order, the priority call column corresponding to the reception number "086" is "none", so reception is performed. The number "086" is not preferentially called. In this case, the control unit 42 determines NO in S26. Subsequently, the control unit 42 outputs the selected reception number to the calling device 20 in S27. In this case, the reception number "086" is displayed on the notification device 30, and the person in charge at the window W handles the customer's request with the reception number "086".

On the other hand, for example, in the first reception table Tb1 shown in FIG. 9, when the reception number "088" is selected in a predetermined order, the priority call column corresponding to the reception number "088" is "Yes". , The reception number "088" is preferentially called. In this case, the control unit 42 determines YES in S26, and outputs the selected reception number and the fact that the designated person in charge can no longer be in charge to the calling device 20 in S28. As a result, the reception number "088" is displayed on the notification device 30. In this case, the priority-notified reception numbers are notified again in a predetermined order.

In this case, the customer with the reception number "088" is called to the window W, and the person in charge at the window W handles the business of the customer with the reception number "088". At this time, since the display unit 22 of the calling device 20 indicates that the designated person in charge can no longer be in charge, the person in charge at the window W may handle the matter in consideration of this. can. For example, the person in charge at the window W can convey an apology such as "I am very sorry that the person in charge A suddenly became unable to take charge."

Subsequently, the control unit 42 stores that the output reception number is normally called in S29. In this case, since the control unit 42 outputs the reception numbers in a predetermined order, the normal call column corresponding to the output reception number (for example, "088") in the first reception table Tb1 is "not yet". Update to "Done".

Next, the second reception number output method executed by the control unit 42 described above will be described from the point where the second reception table Tb2 is in the state shown in FIG. 5 by using the flowchart shown in FIG. As described above, the customer information of the customer who is preferentially called is stored in the second reception table Tb2.

The control unit 42 confirms in S30 whether or not the reception information has been acquired. When the reception device 10 does not accept the customer's request, the reception device 10 does not transmit the reception information, so that the reception number management device 40 does not acquire the reception information. In this case, the control unit 42 determines NO in S30 and repeatedly executes S30.

On the other hand, when the reception device 10 receives the customer's request, the reception device 10 transmits the reception information, so that the reception number management device 40 acquires the reception information. In this case, the control unit 42 determines YES in S30, and determines in S31 whether or not the accepted customer has been preferentially called. Specifically, the control unit 42 confirms whether or not the customer information included in the reception information is stored in the second reception table Tb2.

When the customer has never been called with priority, the customer information included in the reception information is not stored in the second reception table Tb2. In this case, the control unit 42 returns the program to S30.

On the other hand, when the customer has been called with priority, the customer information included in the reception information is stored in the second reception table Tb2. In this case, the control unit 42 determines YES in S31, and outputs to the calling device 20 in S32 that the reception number included in the reception information and the customer have been called with priority.

As a result, the output reception number and the fact that the call has been prioritized are displayed on the calling device 20. At this time, as a result of the customer being called with priority, information such as whether the message was canceled, the message was executed as it is, or whether the message was executed after specifying another person in charge is also displayed. You may. In addition, the person in charge of the window W can handle the matter based on this display. For example, the person in charge at the counter W said, "When I came the other day, I heard that I suddenly became unable to take charge, so I canceled the matter and went home. That section caused inconvenience. I'm very sorry. "

Subsequently, the control unit 42 deletes the customer information included in the reception information from the second reception table Tb2 in S33. As a result, the priority call made by the customer can be limited to the priority call at the time of the previous visit.

According to the present embodiment, the reception system 1 has a reception unit 14a that receives reception information including a request desired by the customer and a designation of a person in charge of the request, and reception information received by the reception unit 14a. The storage unit 41 that stores the reception number corresponding to the above, the notification device 30 that notifies the customer of the reception number stored in the storage unit 41 in a predetermined order, and the designated person in charge can no longer be in charge of the matter. When the first detection unit 42a that detects the fact and the first detection unit 42a detect that the designated person in charge can no longer be in charge of the matter, the designated person in charge corresponds to the matter that can no longer be in charge. The control unit 42 of the reception number management device 40 that controls the notification device 30 so as to give priority to the reception number to be notified is provided.

According to this, when the person in charge specified by the customer can no longer be in charge of the matter, the customer is called in preference to other customers. Therefore, the customer can confirm earlier that the designated person in charge can no longer be in charge of the matter, as compared with the case where the customer is not called with priority. Therefore, the reception system 1 can improve customer satisfaction.

Further, in the reception system 1, when the notification device 30 gives priority to the reception number, it is specified that the person in charge designated for the matter corresponding to the reception number to be notified with priority can no longer be in charge. It is further provided with a first notification unit 42e for notifying other persons in charge different from the person in charge.

According to this, the other person in charge can surely inform the customer that the designated person in charge can no longer take charge of the matter.

Further, the reception system 1 further includes an erasing unit 42d that erases the preferentially notified reception number from the storage unit 41 after the notification device 30 gives priority to the reception number.

According to this, when the customer who is informed that the designated person in charge can no longer be in charge of the matter cancels the handling of the matter, the customer's reception number can be surely deleted from the storage unit 41. ..

Further, the control unit 42 of the reception number management device 40 gives priority to the reception number and then notifies the reception number in a predetermined order in order to handle the business desired by the customer. The notification device 30 is controlled so as to notify again with.

According to this, when a customer who is informed that the designated person in charge can no longer be in charge of the matter wants to be handled by another person in charge, the reception system 1 arranges the customers in a predetermined order. Call again at. Therefore, it is suppressed that the customer who is called with priority handles the matter with priority over other customers. Therefore, it is possible to suppress a decrease in the satisfaction of other customers.

Further, in the reception system 1, when the preferentially notified reception number is re-notified by the notification device 30 in a predetermined order, the designated person in charge regarding the matter corresponding to the preferentially notified reception number. It is further provided with a second notification unit 42f for notifying a person in charge other than the person in charge designated that he / she can no longer be in charge.

According to this, when the customer is called again in a predetermined order, another person handles the matter in consideration of the fact that the person in charge specified by the customer can no longer take charge of the matter. be able to.

In addition, the reception system 1 further includes a second detection unit 42b that detects that the designated person in charge can take charge of the matter that the designated person in charge can no longer take charge of. When the second detection unit 42b detects that the designated person in charge can take charge of the matter again, the reception number management device 40 designates the matter that the designated person in charge can no longer take charge of. The storage unit 41 is controlled so that the person in charge is assigned to be in charge again and is stored.

According to this, when the designated person can no longer be in charge of the matter and can be in charge again, the customer who has designated the person can be made to take charge of the person.

The reception unit 14a further receives customer information that identifies the customer. The storage unit 41 further stores the customer information corresponding to the reception number notified with priority. The reception system 1 is a third customer information stored in the storage unit 41, and when the reception unit 14a receives the customer information corresponding to the reception number notified with priority, the person in charge is notified to that effect. It further includes a notification unit 42 g.

According to this, when a customer who has been called preferentially returns to the store at a later date and the reception device 10 accepts the customer, the person in charge is notified to that effect. Therefore, the person in charge can handle the matter in consideration of the fact that the person in charge designated by the customer can no longer be in charge of the matter at the time of the previous visit.

Further, according to the present embodiment, the reception number management device 40 is in charge of the storage unit 41 that stores the reception number corresponding to the reception information including the customer's desired business and the designation of the person in charge of the business. The reception number output unit 42c, which outputs the reception numbers stored in the storage unit 41 to the person in charge in a predetermined order, and the designated person in charge can detect that the designated person can no longer be in charge of the matter in response to the request of the person. It includes a first detection unit 42a. When the first detection unit 42a detects that the designated person in charge can no longer be in charge of the matter, the reception number output unit 42c outputs the reception number corresponding to the matter that the designated person in charge can no longer be in charge of. , Priority is given to the output to a person in charge different from the designated person in charge regardless of the predetermined order.

According to this, the reception number management device 40 can improve the customer satisfaction as in the reception system 1 described above.

Further, according to the present embodiment, the calling device 20 is operated by a person in charge of a business desired by the customer. The calling device 20 has a request unit 23b and a request unit 23b that request the reception number management device 40 that stores the reception number corresponding to the information including the designation of the message and the person in charge of the message to notify the reception number. The acquisition unit 23c that acquires the reception numbers notified from the reception number management device 40 in a predetermined order in response to the request of It is provided with an acquisition unit 23c indicating that the person in charge can no longer be in charge, and a display unit 22 indicating that the reception number acquired by the acquisition unit 23c and the designated person in charge can no longer be in charge.

According to this, the calling device 20 can improve the customer satisfaction as in the reception system 1 described above.

Although the reception system, the reception number management device, and the calling device according to one or more aspects have been described above based on the embodiment, the present invention is not limited to this embodiment. As long as the gist of the present invention is not deviated, various modifications that can be conceived by those skilled in the art are applied to the present embodiment, and a form constructed by combining components in different embodiments is also within the scope of one or more embodiments. May be included within.

For example, the reception number management device 40 transmits the reception number to the calling device 20, but instead of this, the reception number may be directly output to the calling device 20 and the notification device 30.

Further, although the calling device 20 and the notification device 30 are provided separately, the calling device 20 and the notification device 30 may be provided integrally. In this case, the notification device 30 may be a component of the calling device 20.

Further, the customer information may not be stored in the first reception table Tb1. In this case, the person in charge corresponding to the preferentially called customer may perform an operation of acquiring the customer information and storing it in the second reception table Tb2. In this case, the reception device 10 does not acquire the customer information.

In addition, the fact that the designated person in charge can no longer be in charge of the matter is detected when the information indicating that the person in charge has logged out is stored in the column of the designated person in charge in the first reception table Tb1. In addition to this, it may be detected when the information that the person in charge is away from the window W is stored in the column of the designated person in charge. In this case, for example, using an infrared sensor (not shown), when the person in charge is away from the window W, a signal indicating that the person in charge is away from the window W is output from the infrared sensor to the reception number management device 40. You may. In this case, the predetermined condition for the priority call is that the user is logged out and that he / she is away from his / her seat. Further, in this case, information indicating that the person is away from the desk or information indicating the reason for being away from the desk (for example, during a meeting) may be stored in the column of the designated person in charge in the first reception table Tb1. ..

Further, the reception device 10 may include a passbook reading unit (not shown) instead of the card reading unit 12. The passbook reader reads the customer's passbook. Further, the card reading unit 12 or the passbook reading unit may read the passbook and the cash card. Further, when the cash card or the passbook is digitized and stored in the customer's mobile terminal, the card reading unit 12 or the passbook reading unit may read the digitized passbook or the like from the customer's mobile terminal. ..

Further, the reception device 10 may include a customer information reading unit (not shown) instead of the card reading unit 12. The customer information reading unit reads information that can identify the customer, such as the customer's face and fingerprint. The information read by the customer information reading unit is used as customer information.

Further, the reception device 10 may be provided integrally with the electronic book stand.

Further, although the numbering unit 14b is provided in the reception device 10, the reception number management device 40 may be provided instead.

In addition, the reception number is issued so as to increase by one in order from "001", but instead of this, the reception number is 1 in order from a predetermined number (for example, "100" or "300") for each requirement. It may be issued so as to increase in increments.

Further, although the reception system 1 is provided with a plurality of notification devices 30, one notification device 30 may be provided instead. In this case, the notification device 30 is set in the standby place L as, for example, a large monitor, and displays the window W called together with the reception number.

By the way, there is a request to grasp the processing time for the matter handled by the person in charge at the window W. This processing time can be set, for example, from the time when the calling switch 21 of the above-mentioned calling device 20 is pressed to the time when the person in charge finishes the processing and then the calling switch 21 is pressed.

However, the time from when the call switch 21 is pressed until the reception number is notified by the notification device 30 and the customer arrives at the window W varies widely. For this reason, the processing time varies widely, and it is not possible to grasp the accurate processing time.

On the other hand, it has been proposed to print an identification code (for example, a barcode) on a reception slip held by a customer. For example, the start time of the processing time is defined as the time when the window W reads the identification code printed on the reception slip held by the customer called by the window W.

As a result, the time from when the call switch 21 is pressed until the customer arrives at the window W can be excluded from the processing time. Therefore, the variation in processing time can be suppressed.

The present invention can be widely used in a reception system, a reception number management device, a calling device, and a reception number notification method.

1 Reception system 10 Reception device 14a Reception unit 20 Calling device 23b Request unit 23c Acquisition unit 30 Notification device (notification unit)
40 Reception number management device 41 Storage unit 42 Control unit 42a First detection unit 42b Second detection unit 42c Reception number output unit 42d Erasing unit 42e First notification unit 42f Second notification unit 42g Third notification unit

Claims (10)

A reception department that receives reception information including the requirements requested by the customer and the designation of the person in charge of the requirements, and
A storage unit that stores a reception number corresponding to the reception information received by the reception unit, and a storage unit.
A notification unit that notifies the customer of the reception number stored in the storage unit in a predetermined order.
A first detection unit that detects that the designated person in charge can no longer be in charge of the matter, and
When the first detection unit detects that the designated person in charge can no longer be in charge of the matter, priority is given to the reception number corresponding to the matter that the designated person in charge can no longer be in charge of. A reception system including a control unit that controls the notification unit so as to notify the notification. When the notification unit gives priority to the reception number, the designated person in charge can no longer be in charge of the matter corresponding to the reception number to be notified with priority. The reception system according to claim 1, further comprising a first notification unit for notifying the person in charge other than the person in charge. The reception system according to claim 1 or 2, further comprising an erasing unit for erasing the preferentially notified reception number from the storage unit after the notification unit gives priority to the reception number. .. The control unit
After the notification unit gives priority to the reception number, the reception number notified preferentially is notified again in the predetermined order in order to handle the requirement desired by the customer. The reception system according to claim 1 or 2, which controls the notification unit. When the preferentially notified reception number is again notified by the notification unit in the predetermined order.
A second notification for notifying the person in charge other than the person in charge of the designation that the designated person in charge can no longer be in charge of the matter corresponding to the reception number notified with priority. The reception system according to claim 4, further comprising a unit. It is further provided with a second detection unit that detects that the designated person in charge can take charge of the matter that the designated person in charge can no longer take charge of.
The control unit
When the second detection unit detects that the designated person in charge can take charge of the matter again, the designated person in charge can no longer take charge of the matter. The reception system according to claim 4, wherein the storage unit is controlled so that the person in charge specifies and stores the person in charge again. The reception unit further receives customer information that identifies the customer,
The storage unit further stores the customer information corresponding to the reception number notified with priority, and further stores the customer information.
When the reception unit receives the customer information stored in the storage unit and corresponding to the reception number notified with priority, a third notification to notify the person in charge to that effect. The reception system according to claim 1 or 2, further comprising a unit. A storage unit that stores the reception number corresponding to the information including the business desired by the customer and the designation of the person in charge of the business, and a storage unit.
A reception number output unit that outputs the reception numbers stored in the storage unit to the person in charge in a predetermined order in response to a request from the person in charge.
It is provided with a first detection unit that detects that the designated person in charge can no longer be in charge of the matter.
When the first detection unit detects that the designated person in charge can no longer be in charge of the matter, the reception number output unit corresponds to the matter in which the designated person in charge can no longer be in charge. A reception number management device that preferentially outputs the reception number to the person in charge other than the designated person in charge, regardless of the predetermined order. A calling device operated by the person in charge of the business desired by the customer.
A request unit that requests notification of the reception number from the reception number management device that stores the reception number corresponding to the reception information including the designation of the message and the person in charge of the message, and
It is an acquisition unit that acquires the reception number notified from the reception number management device in a predetermined order in response to the request of the request unit, and corresponds to the requirement that the designated person in charge can no longer be in charge of. The acquisition unit that acquires the reception number and the designated person in charge that the person in charge can no longer be in charge.
A calling device including the reception number acquired by the acquisition unit and a display unit for displaying the fact that the designated person in charge can no longer be in charge. It is a reception number notification method by the reception system,
A step of receiving reception information including a request desired by a customer and a designation of a person in charge of the request, and a step of receiving reception information.
A step to memorize the reception number corresponding to the reception information received, and
A step of notifying the customer of the stored reception number in a predetermined order,
A reception provided with a step of preferentially notifying the reception number corresponding to the requirement that the designated person in charge can no longer be in charge of when the designated person in charge can no longer be in charge of the matter. Number notification method.

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