JPH04344757A - Tele-marketing service system - Google Patents

Abstract

PURPOSE:To improve the service to a customer by revising the assignment of a registration system service personnel in charge and the called system service personnel in charge in response to the operating state with respect to the tele-marketing service system. CONSTITUTION:The system consists of a disk 13 in which each personnel name in charge of each service for a caller system and a called system and its extension telephone set number is registered, an information processing unit 14 consisting of a called system service section 152 selecting the called system service personnel in charge from the disk at the arrival of a call, of a caller system service section 151 selecting the caller system service personnel in charge from the disk, of a registration processing section 17 revising the assignment of each service personnel in charge of the caller system and the called system from the disk, and a control section 18 controlling the registration processing section 17 to revise the assignment of each service personnel in charge of the caller system and the called system of the disk in response to the called traffic from a customer.

Description

[Detailed description of the invention]

0001

[Industrial Field of Application] The present invention relates to a telemarketing service system, and in particular, in a system in which services are provided between a customer and a person in charge of each extension within an exchange, both outgoing and incoming services are provided on the person in charge's side. It relates to the method of providing services.

[0002] When it is necessary to have a conversation between a customer who is connected to an existing network or an ISDN (Integrated Services Network) and a person in charge at each sales floor in a department store, for example, an exchange exchanges signals from both telephones. exchange process and connect to the target phone. In this case, in particular, department store personnel may provide outgoing services to customers, such as introducing new products, or may provide incoming services, such as passing on inquiries about shopping products from customers. A service that allows you to respond by telephone while referring to information on a screen is called a telemarketing service. In such a system,
There is a need for a service that eliminates inconvenience for customers and makes the transaction as smooth as possible.

0003

2. Description of the Related Art FIG. 8 shows a block diagram of an example of a conventional method. In the figure, a customer telephone 2 connected to an existing network 1
Or, the customer telephone 4 connected to the ISDN network 3 is connected to the exchange 5
via extension telephones 71 , 72 ,..., 81
, 82 , . In this case, in the telemarketing service as described above, the person in charge at the department store is the outgoing service person (extension telephone 71,
72,...) and the person in charge of incoming call service (extension telephone 81)
, 82 , ...).

In the incoming call service, for example, when a call is made from a customer telephone 2, an exchange process is performed at the exchange 5, and the call is connected to a control unit 6. The customer transfers the call to a desired incoming call service representative, and the customer and the corresponding representative (for example, extension telephone 81) have a conversation. In addition, in a system that uses the DIL (Direct In Line) function of the exchange 5 without using a switchboard, when the customer inputs the telephone number of the desired representative, the customer is connected to the corresponding representative. It will be done.

On the other hand, in the outgoing service, for example, when a person in charge at extension telephone 71 makes a call to a customer at customer telephone 4, an exchange process is performed at exchange 5 and the call is connected to customer telephone 4. . Here, the person in charge speaks with the customer and introduces new products.

[0006] In the above conventional example, the person in charge of outgoing service and the person in charge of incoming call service are fixedly assigned in advance when the system is constructed, and once the service starts operating, the assigned person handles the service. .

[0007]

[Problem to be Solved by the Invention] In the conventional example, as mentioned above, the person in charge of the originating service and the person in charge of the terminating service are each fixedly assigned in advance, so for example, when the terminating service becomes congested, There was a problem in that customer requests were rejected due to busy conditions, etc., resulting in poor service to customers.

[0008] The present invention changes the assignment of outgoing service personnel and incoming service personnel depending on the operational status,
The purpose is to provide a telemarketing method that can improve service to customers.

[0009]

[Means for Solving the Problems] FIG. 1 shows a diagram illustrating the principle of the present invention. In the figure, numeral 13 is a disk containing the name and extension telephone number of each person in charge who provides outgoing services based on outgoing calls from the person in charge to the customer, and each person in charge who provides incoming services based on incoming calls from customers to each person in charge. The name and extension phone number are registered in advance. Reference numeral 14 denotes an information processing device, and a terminating service section 152 selects a corresponding terminating service person from the disk 13 when a customer receives a call to the exchange 10, and instructs the corresponding terminating service person to receive the call.
Then, the outgoing service section 151 selects the corresponding outgoing service person from the disk and instructs the outgoing service person to make a call, and changes the assignment of the outgoing service person and the incoming service person on the disk. It has a registration processing section 17. Reference numeral 18 denotes a control unit which, when the amount of incoming traffic from the customer exceeds a threshold value, reassigns the person in charge of the disk's outgoing service to the person in charge of the incoming service; The registration processing unit 17 is controlled to change the assignment of the service person to the originating service person.

0010

[Operation] The name of each service person for outgoing and incoming calls and their extension telephone numbers are registered in advance as database information on the disk 13, and the incoming call service section 152 in the information processing device 14 provides incoming call services. The transmission system service section 151 performs transmission system services. In this case, the control unit 18 monitors the amount of incoming traffic from the customer, and if the amount of incoming traffic exceeds a threshold, the person in charge of the outgoing service on the disk 13 is reassigned to the person in charge of the incoming service, and if the amount of incoming traffic exceeds the threshold, In this case, the person in charge of incoming disk service is reassigned to the person in charge of outgoing service. As a result, even in a congested state, customers will not be kept waiting, and serviceability can be improved, especially in incoming call services.

[0011]

DESCRIPTION OF THE PREFERRED EMBODIMENTS FIG. 2 shows a block diagram of an embodiment of the present invention, in which parts having the same functions as those in FIG. 8 are given the same numbers. In FIG. 2, 10 is a switchboard, which includes an existing network 1, an ISDN network 3, and extension telephones 71, 72,..., 81, 82,
Perform the exchange process with... 111, 112,..., 1
Displays 21, 122, . . . are provided corresponding to the extension telephones 71, 72, . . ., 81, 82, . Reference numeral 13 denotes a disk, which contains a list of persons in charge A (consisting of the names of outgoing service personnel and their extension telephone numbers, and the names of incoming service personnel and their extension telephone numbers) as shown in Figure 3, and a list of outgoing customer information. Database information consisting of B1 and a customer information list B2 for incoming calls (both include customer name, address, telephone number, products purchased last time, etc.) is stored in advance.

Reference numeral 14 denotes an information processing device, which includes an originating service section 151, an incoming service section 152, and a queue management section 1.
6, consists of a registration processing unit 17, and a disk 13
Performs information processing based on database information stored in . 18 is a control unit (processor), which is connected to the exchange 10;
and the information processing device 14, and controls the entire system.

Next, the operation of the present invention will be explained in conjunction with the operational schematic diagram shown in FIG. 3 and the operational flowcharts shown in FIGS. 4 to 7.

[0014] First, the outgoing service will be explained. The dispatch system service unit 151 of the information processing device 14 reads out the list of persons in charge (dispatch system) A from the disk 13 (selection of persons in charge) (step 50 in FIG. 4), and then determines whether or not there is a corresponding person in charge ( Step 51 in FIG. 4), if there is one (for example, the person in charge of extension telephone 71), select the customer (for example, the customer of telephone 2) who is the target of this service from the customer information list (calling system support) B1 (for example, the customer of telephone 2). step 52), and initiates a calling operation to the exchange 10 (step 53 in FIG. 4). When the customer answers, the customer's information is displayed on the display 111 of the person in charge of the extension telephone 71, and the person in charge looks at the customer information displayed on the display 111 and has a conversation with the customer. Such outgoing services are performed periodically.

Next, the incoming call service will be explained. When calls are made sequentially from customers a, b, ... connected to the existing network 1 or the ISDN network 3, the exchange 1 that receives the calls from the network
0 indicates that this call is sent to the incoming call service section 15 of the information processing device 14.
2 and the queue management unit 16. Queue management section 1
6, the incoming calls from customers a, b, ... are temporarily registered in the waiting queue, and the waiting times of all registered requesting customers are incremented (counted) (step 60 in Figure 5), and the waiting time of the first requesting customer is maximized. The wait time is set (step 61 in FIG. 5) and written in the area 16a. Next, the queue is read from the beginning (step 70 in FIG. 6), and it is determined whether there is a request (step 71 in FIG. 6). In this case, since there is a request, the incoming call service is performed.

The incoming call service section 152 receives the calling number from the first customer a in the call setup message (if there is no calling number, the customer is requested to input additional information corresponding to the calling number). (Additional information sent)
reads the person in charge list (incoming call) A and selects the person in charge (
For example, the person in charge of the extension telephone 81) is selected (step 72 in FIG. 6), the presence or absence of the person in charge is determined (step 73 in FIG. 6), and the customer information for the customer a is selected from the customer information list (for incoming calls) B2. (step 74 in Figure 6)
), the customer information is displayed on a display 121 provided corresponding to the corresponding person. Next, information processing device 1
4 requests the exchange 10 to call the person in charge of the extension telephone 81 (step 75 in FIG. 6), and deletes the requesting customer a from the queue (step 76 in FIG. 6). The exchange 10 calls the person in charge, and the person in charge at the extension telephone 81 answers and displays the message on the display 121.
Start a conversation with customer a based on the customer information displayed in .

Queue reading in step 70 of FIG. 6 is performed periodically, and when the incoming call service for the first requesting customer a ends, the incoming call service starts for the customer b, and thereafter, the above case is repeated for other customers as well. Perform the same service.

By the way, the registration processing unit 17 compares the maximum waiting time written in the area 16a by the queue management unit 16 with the allowable waiting time for determining the congestion state, which is set in advance in the area 16b, at a predetermined period. (Step 80 in FIG. 7). For example, suppose that the number of requesting customers increases and the terminating service becomes congested, and the maximum waiting time written in area 16a exceeds the allowable waiting time in area 16b (step 8 in FIG. 7).
ND of 0). As a result, the registration processing unit 17 temporarily reassigns the outgoing service personnel in the person list A in the disk 13 to the incoming service personnel, increasing the number of incoming service personnel (arrows in FIG. 3). Q1, step 81 in FIG. 7). Thereafter, the queue management unit 16 is instructed to register the requesting customer in the queue (step 8 in FIG. 7).
2).

On the other hand, if the number of requested customers is relatively large, although not as high as the congestion state described above, Y in step 80 of FIG.
ES is determined, and the waiting time of the first requesting customer is determined by a timer (not shown) (step 83 in FIG. 7). Next, this timer value is the allowable waiting time preset in area 16c (less than the allowable waiting time set in area 16b).
It is determined whether or not the limit has been exceeded (step 84 in FIG. 7), and in this case, if it has been exceeded (the number of requesting customers is relatively large), a new requesting customer is registered in the queue without changing the person in charge. (Step 82 in FIG. 7). That is, although the number of requesting customers is relatively large, it has not yet reached a congestion state, so the terminating service is continued with the same number of terminating service personnel without increasing the number of terminating service personnel.

Contrary to the congestion state described above, if the number of requested customers is small, it is determined NO in step 84 of FIG.
The person in charge of the terminating service in the person in charge list A is temporarily reassigned to the person in charge of the originating service, and the number of the person in charge of the originating service is increased (arrow Q2 in FIG. 3, step 85 in FIG. 7). Thereafter, the requesting customer is instructed to be registered in a queue (step 82 in FIG. 7).

[0021] In this way, the present invention determines whether the incoming traffic of the requesting customer is in a congested state by determining whether or not the amount of incoming traffic exceeds a threshold value, and if the above-mentioned allowable time is exceeded, the congestion state is determined. Based on this judgment, we reassigned the person in charge of outgoing service to the person in charge of incoming service, and on the other hand,
If the threshold is not exceeded and the time is within the allowable time set shorter than the threshold, it is determined that there is enough room for the incoming call service, and the person in charge of the incoming call service is reassigned to the outgoing service person. In this way, especially in incoming call services, even if there is congestion, customers will not be kept waiting, and serviceability can be improved compared to the conventional example.

[0022]

[Effects of the Invention] According to the present invention, the allocation of service personnel for the outgoing and incoming disks is changed according to the amount of incoming traffic from the customer, so especially in the incoming services, congestion can be avoided. Customers will not have to wait even if the situation is different, and service quality can be improved.

[Brief explanation of the drawing]

FIG. 1 is a diagram explaining the principle of the present invention.

FIG. 2 is a block diagram of one embodiment of the invention.

FIG. 3 is a schematic diagram of the operation of the present invention.

FIG. 4 is a flowchart of the originating service operation in the present invention.

FIG. 5 is a flowchart of queue management operations in the present invention.

FIG. 6 is a flowchart of the incoming call service operation according to the present invention.

FIG. 7 is a flowchart of registration processing operations in the present invention.

FIG. 8 is a block diagram of a conventional example.

[Explanation of symbols]

2, 4 Customer telephones 71 , 72 , ... Extension telephones 81 , 82 , ... Extension telephones 81 , 82 , ... Extension telephones 10 for incoming service staff Exchange 13 Disk 14 Information processing device 151 Outgoing service department 152 Incoming service department 16 Queue management section 16a, 16b, 16c Area 1 in the queue management section
7 Registration processing unit 18 Control unit (processor) A List of persons in charge

Claims (2)

[Claims] [Claim 1] In a system that provides services between a customer and a person in charge of each extension of an exchange (10), the name and extension telephone number of each person in charge who performs outgoing service by calling from the person in charge to the customer. , a disk (13) in which the name and extension telephone number of each person in charge who provides incoming call services in response to an incoming call from a customer to each person in charge are registered in advance; 13), which selects the corresponding person in charge of the terminating service and instructs the person in charge of the terminating service to receive the call; and selects the person in charge of the terminating service from the disc and instructs the person in charge of the terminating service to receive the call. An information processing device (14) having an outgoing service section (151) that instructs a person in charge to make outgoing calls, and a registration processing section (17) that changes the assignment of outgoing service personnel and incoming service personnel for the disk. and a control unit (18) that controls the entire system, and when the amount of incoming traffic from the customer exceeds a threshold, the control unit (18) sends a call to the originating service representative of the disk. control the registration processing unit (17) to change the assignment to the person in charge of the system service, and if the amount of incoming traffic is below the threshold value, change the assignment of the person in charge of the incoming system service of the disk to the person in charge of the outgoing system service; A telemarketing service method characterized by: 2. The information processing unit (14) is further provided with a queue management unit (16), which sequentially registers incoming customers in the queue management unit (16) and periodically counts the waiting time. , the waiting time of the first customer is set as the maximum waiting time, the maximum waiting time is compared with the allowable waiting time which is the threshold, and the allocation is changed according to the comparison result. 1 telemarketing service method.