JP4259303B2 - Customer service improvement support system - Google Patents

Description

  The present invention relates to a technology that is effective when applied to customer service improvement support in large-scale businesses such as electricity, gas, and water businesses.

  At present, large-scale businesses that are involved in national energy lines such as electricity, gas, and water supply business provide customer service by setting up a service base such as a head office, a branch, and a branch office.

  In that case, the opinions and requests of customers received at the telephone reception department such as the customer center (call center) are reported in writing to the branch (base) where they are targeted, but they are effectively used between the branches (bases). To do so, it was necessary to intentionally distribute the document between branches (bases).

Prior patent documents relating to the customer center (call center) include the following, all of which relate to the technology used when the call center operator collects customer opinions and requests, and the branch (base) of the large-scale business operator. ) Was not intended to help improve service quality.
JP 2003-67626 A JP2003-87421A

  The present invention has been made on the basis of the background art as described above, and provides a technique for accurately and efficiently using the information collected at a customer center in a large-scale business operator, resulting in an imbalance between branches (bases). The challenge is to improve the quality of services that tend to occur.

In order to solve the above problems, the present invention employs the following means.
The first aspect of the present invention is “a means for receiving an opinion / request for each item from a customer and inputting it as character information together with customer information, property information, importance information,
A customer-specific case collection database for storing the information;
A public approval support terminal that outputs a public approval notification for determining whether or not to open by referring to the information for each case from the customer-specific case collection database;
A public matter database for accumulating the matters to which the approval notification is given;
An issue standard management database that accumulates reference conditions for whether to issue service quality improvement information as visible information for each case accumulated in the public case database;

A new service quality is added by adding at least an examination result content item, an implementation result confirmation content, and similar service quality improvement information for a case where a decision to issue service quality improvement information with reference to the issue standard management database is made. A database for issuing quality improvement information to be accumulated as improvement information;
A customer service improvement support system comprising a display output terminal for displaying and outputting the quality improvement information issued above. It is said that.

  In the present invention, each database is managed by a server connected to a general-purpose network. The service quality improvement information is displayed on the display output terminal as visible information on the WEB (World Wide Web). Then, if this service quality improvement information is added with service quality improvement information of similar projects searched based on, for example, property information, importance information, classification information, etc., the result of examination of the similar projects It is possible to efficiently and easily process a newly generated case by checking the execution result.

In addition to the above, a second aspect of the present invention is “the reference condition stored in the issuance reference management database is based on the number of cases classified using the property information as a key”.
That is, it is predicted that service quality improvement information can be used more effectively in order to deal with the same type of projects as the number of cases increases.

According to a third aspect of the present invention, in addition to the above, “the database for issuing quality improvement information includes a reference number registration means for registering a reference number from the display output terminal for each service quality improvement information corresponding to a case. That's what.
By registering the number of times of reference, it is possible to quantitatively grasp problems with the same type of case.

The fourth aspect of the present invention is “a step of accepting an opinion / request for each case from a customer and registering it as character information in the case-by-customer collection database together with customer information, property information, and importance information;
Registering each item of information determined to be published with reference to each item of information from the item collection database for each customer in the item database for publishing;
Determining whether or not to issue service quality improvement information for each case stored in the public case database with reference to the reference conditions stored in the issue reference management database;
A database for issuing quality improvement information as new service quality improvement information by adding at least the examination result content item, implementation result confirmation content, and similar service quality improvement information for the case where the decision to issue service quality improvement information is made Registering with
A customer service improvement support method using an information processing system comprising: outputting the quality improvement information to the display output terminal based on access to the quality improvement information issuing database from a display output terminal. ].
The present invention can be regarded as a method using the computer (information processing system) as described above.

The fifth aspect of the present invention is “a step of accepting an opinion / request for each item from a customer and registering it as character information, together with customer information, property information, importance information, and a customer-specific item collection database;
Registering each item of information determined to be published with reference to each item of information from the item collection database for each customer in the item database for publishing;
Determining whether or not to issue service quality improvement information for each case stored in the public case database with reference to the reference conditions stored in the issue reference management database;
A database for issuing quality improvement information as new service quality improvement information by adding at least the examination result content item, implementation result confirmation content, and similar service quality improvement information for the case where the decision to issue service quality improvement information is made Registering with
A computer-executable program comprising: outputting the quality improvement information to the display output terminal based on access from the display output terminal to the database for issuing quality improvement information. ].
Thus, the present invention can be realized as a computer-executable program executed by the server and each terminal.

The sixth aspect of the present invention is “a step of accepting an opinion / request for each case from a customer and registering it as character information in the case-by-customer collection database together with customer information, property information, and importance information;
Registering each item of information determined to be published with reference to each item of information from the item collection database for each customer in the item database for publishing;
Determining whether or not to issue service quality improvement information for each case stored in the public case database with reference to the reference conditions stored in the issue reference management database;
A database for issuing quality improvement information as new service quality improvement information by adding at least the examination result content item, implementation result confirmation content, and similar service quality improvement information for the case where the decision to issue service quality improvement information is made Registering with
A recording medium storing a computer-executable program comprising: outputting the quality improvement information to the display output terminal based on access from the display output terminal to the quality improvement information issuing database. ].
As described above, the present invention can be realized by an optical disk, a magnetic disk, or the like, such as a server recording the program or a hard disk device of a terminal device.

  According to the present invention, collection / aggregation information at a customer center can be used accurately and efficiently by quality improvement information displayed / issued (issued) by a display output terminal. Service quality can be improved in large-scale businesses that tend to be balanced.

  FIG. 1 is a conceptual diagram centering on the database of the embodiment, and FIG. 2 is a system configuration diagram of the embodiment.

  In this embodiment, as shown in FIG. 2, a database device (DB) controlled by a server (SV), a customer center server (CS) connected to the server (SV) via a network (NW), and a customer center terminal ( CST), public approval support terminal (CSAT), and display input / output terminal (DOT).

  The server (SV) is composed of a computer system, that is, an information processing device. A hard disk device (HD) and a display device (DISP) connected by a bus with a central processing unit (CPU) and a main memory (MM) as the center. And an input device (KBD). The network (NW) is connected via a communication interface.

  An operating system (OS), a server application program, an application program, and data are registered in the hard disk device. The central processing unit (CPU) reads these programs into the main memory (MM) via the bus and sequentially executes them to realize the functions of this embodiment.

  Although not described, the customer center server (CS), customer center terminal (CST), public approval support terminal (CSAT), and display input / output terminal (DOT) also have the same information processing apparatus configuration.

In the database device (DB) managed by the server (SV), an item collection database for each customer, an item database for disclosure, an issue reference management database, and a database for issuing quality improvement information are generated. In addition, a reference number registration table is provided in the quality improvement information issuing database.

  In this embodiment, an operator inputs opinions and requests for each case received from a customer received through a telephone line (not shown) at a customer center as character information from a customer center terminal (CST), and customer information such as a customer number and name is added thereto. , Add the property information such as claims, evaluations (praises), requests for opinions, etc. 4 and 5 show input screens displayed on the display device of the customer center terminal (CST). The customer center operator has a conversation with the customer through a telephone line using a headset (not shown), and the conversation content is input as character information, that is, a “voice memo” by an input device (keyboard) of the customer center terminal (CST). To do. The information for each case input in this way is transmitted to the server (SV) via the network (NW) in the format (voice sheet) shown in FIG. 10, and the server (SV) stores this information for each customer in the case collection database. Register with.

  The central processing unit (CPU) of the server (SV) accesses the registered customer case collection database in this way, and generates a document index from the information registered in the voice memo item. Then, the business classification is determined from the words and phrases of the generated document index, and this business classification is added to the data.

  Next, the person in charge of analysis accesses the item collection database for each customer through the disclosure approval support terminal, and determines whether or not to disclose for each item (for each voice sheet). Specifically, it is performed by setting a flag in the “public” area shown in FIG.

  The central processing unit (CPU) of the server (SV) periodically accesses the case collection database for each customer, refers to the “publication” area, and uses the case data (voice sheet) for which the public flag is set to the public case database. Register with. FIG. 6 shows a display example of a case (voice sheet) whose release has been determined in this way.

  Next, the central processing unit (CPU) of the server (SV) periodically accesses the public matter database and counts the number of cases by business site and business category (aggregation process). Register in the report database (not shown).

  In addition, the central processing unit (CPU) refers to the issuance standard management database, and selects a case (voice sheet) that matches the issuance standard based on the reference result from the business classification report database according to the business establishment, Search and extract from. FIG. 11 shows the contents of the issue standard management database. This issue standard management database is managed by the person in charge of analysis through the public approval support terminal, and the standard information can be input through the interface screen shown in FIG.

  The central processing unit (CPU) of the server (SV) automatically generates quality improvement information (quality improvement sheet) based on the information of the case (voice sheet) extracted from the release case database and the issuance standard management database. Register in the improvement information database. FIG. 12 shows the format of the quality improvement information (quality improvement sheet) generated in this way. FIG. 8 shows an example of a screen showing the automatic generation state of quality improvement information (quality improvement sheet), and this screen shows the generation state of the quality improvement information.

FIG. 9 is an example of a display screen in which the quality improvement information (quality improvement sheet) created by the above procedure is output in a display format. This quality improvement information can be further input through a display input / output terminal (DOT). For example, in the examination result deliberation contents and examination result confirmation contents shown in FIG. 9, the result of examination on the case (voice sheet), the result of examination by the branch manager, and the result of execution processing can be input. Yes. As a result, it is possible to determine how the case has been processed and whether or not the processing result was appropriate by referring to the quality improvement information. The central processing unit (CPU) registers the number of accesses (references) from the display input / output terminal (DOT) for each item (for each quality improvement sheet) in the reference number registration table.

  In addition, when generating the quality improvement information (quality improvement sheet), the central processing unit (CPU) searches for similar cases with reference to the voice memo item, sets a link with the similar case, and sets the degree of similarity. The high number of link information is registered in the quality improvement information (quality improvement sheet).

  As described above, in the present embodiment, opinions and requests from customers are judged from “quality” and “quantity”, and information necessary for improvement and utilization and countermeasures for the information are shown.

  In other words, each customer's opinion / request is classified into two categories, which are classified according to the nature of the property classification (three types: complaint, honor, opinion request) and business-specific classification and classified in two directions. The amount of request can be grasped.

  Judgment is made based on “quality” and “quantity”, and a “quality improvement sheet”, that is, quality improvement information is generated as a subject necessary for improvement and utilization of a certain opinion with a certain “quantity” for a specific classification. To do.

  INDUSTRIAL APPLICABILITY The present invention can be used to improve customer service for large-scale businesses such as electricity, gas, and telephone communication, and can also be used to improve customer service for manufacturers of electrical equipment and accounting consulting.

The figure which shows the production | generation procedure of the database of embodiment of this invention. The figure which shows the system configuration | structure of embodiment Explanatory diagram showing access to the quality improvement information issuance database Figure showing an example of an input screen on a customer center terminal (1) Figure showing an example of the input screen on the customer center terminal (2) The figure which shows the example of a public display screen of a matter (voice sheet) Figure showing an example of a registration screen for automatic issue criteria The figure which shows the example of an automatic generation state display screen of quality improvement information The figure which shows the screen display example of quality improvement information Diagram showing the contents of the customer-specific matter collection database and public matter matter database Diagram showing the contents of the issuance criteria management database Diagram showing the contents of the database for issuing quality improvement information

Explanation of symbols

SV server CPU Central processing unit MM Main memory BUS Bus DISP Display device KBD Input device NW Network

Claims (6)

A means for accepting opinions and requests from customers for each project and inputting them as text information together with customer information, property information, importance information,
A customer-specific case collection database for storing the information;
A public approval support terminal that outputs a public approval notification for determining whether or not to open by referring to the information for each case from the customer-specific case collection database;
A public matter database for accumulating the matters to which the approval notification is given;
An issue standard management database that accumulates reference conditions for whether to issue service quality improvement information as visible information for each case accumulated in the public case database;
A new service quality is added by adding at least an examination result content item, an implementation result confirmation content, and similar service quality improvement information for a case where a decision to issue service quality improvement information with reference to the issue standard management database is made. A database for issuing quality improvement information to be accumulated as improvement information;
A customer service improvement support system comprising a display output terminal for displaying and outputting the quality improvement information issued above.   The customer service improvement support system according to claim 1, wherein the reference condition stored in the issue reference management database uses the number of cases classified with the property information as a key as a reference value.   2. The customer service improvement support system according to claim 1, wherein the quality improvement information issuance database includes a reference frequency registration unit that registers the reference frequency from the display output terminal for each service quality improvement information corresponding to a case. Accepting opinions and requests for each case from customers and registering them as text information in the case collection database for each customer together with customer information, property information, and importance information,
Registering each item of information determined to be published with reference to each item of information from the item collection database for each customer in the item database for publishing;
Determining whether or not to issue service quality improvement information for each case stored in the public case database with reference to the reference conditions stored in the issue reference management database;
A database for issuing quality improvement information as new service quality improvement information by adding at least the examination result content item, implementation result confirmation content, and similar service quality improvement information for the case where the decision to issue service quality improvement information is made Registering with
A customer service improvement support method using an information processing system comprising: outputting the quality improvement information to the display output terminal based on access to the quality improvement information issuing database from a display output terminal. Accepting opinions and requests for each case from customers and registering them as text information in the case collection database for each customer together with customer information, property information, and importance information,
Registering each item of information determined to be published with reference to each item of information from the item collection database for each customer in the item database for publishing;
Determining whether or not to issue service quality improvement information for each case stored in the public case database with reference to the reference conditions stored in the issue reference management database;
A database for issuing quality improvement information as new service quality improvement information by adding at least the examination result content item, implementation result confirmation content, and similar service quality improvement information for the case where the decision to issue service quality improvement information is made Registering with
A computer-executable program comprising: outputting the quality improvement information to the display output terminal based on access from the display output terminal to the database for issuing quality improvement information. Accepting opinions and requests for each case from customers and registering them as text information in the case collection database for each customer together with customer information, property information, and importance information,
Registering each item of information determined to be published with reference to each item of information from the item collection database for each customer in the item database for publishing;
Determining whether or not to issue service quality improvement information for each case stored in the public case database with reference to the reference conditions stored in the issue reference management database;
A database for issuing quality improvement information as new service quality improvement information by adding at least the examination result content item, implementation result confirmation content, and similar service quality improvement information for the case where the decision to issue service quality improvement information is made Registering with
A recording medium storing a computer-executable program comprising: outputting the quality improvement information to the display output terminal based on access from the display output terminal to the quality improvement information issuing database.

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