KR20070036937A - Counselling administration system based on internet - Google Patents

Abstract

 There is a manager who manages the counseling system and counseling data separately from the counselor who actually uses the counseling program to operate the call center, etc., so that the counseling program can be updated quickly and easily, and the general Internet can prevent damage caused by data loss. Based real-time consultation management system is disclosed. To this end, an administrator-side database having a manager-side server, a member information database and a counseling information database controlled under the control of the manager-side server, at least one counselor-side counseling management means connected to the manager-side server and the manager-side database through the Internet. And the counselor side counseling management means is implemented to provide a real-time counseling management system based on the Internet having one or more counselor side counseling terminals provided to the counselor side. It is possible to update the program quickly and easily by managing a web server and a database server by a separate manager instead of the counselor, and to prevent data loss due to negligence or accident of the counselor.

Description

Internet-based real-time consultation management system {Counseling administration system based on internet}

1 is a diagram illustrating a network for explaining an Internet-based counseling management system according to an exemplary embodiment of the present invention.

2 is a diagram illustrating a network for explaining an Internet-based counseling management system according to another embodiment of the present invention.

3 is a block diagram for explaining the counselor side management means in the present invention.

4A to 4D are examples of screen configurations showing user functional means of the counselor side management means of FIG.

5A to 5C are examples of screen configurations showing counseling management means of the counselor side management means of FIG.

6A to 6C are examples of a screen configuration diagram showing the member management means of the counselor side management means of FIG.

7A to 7F are examples of screen configurations showing statistical analysis means of the counselor side management means of FIG.

8A to 8H are examples of the screen configuration diagram showing the system setting means of the counselor side management means of FIG.

Brief description of the main parts of the drawing

100: administrator side server 200: administrator side database

210: Member information database 220: Consultation information database

300: counselor side management means 310: user functional means

320: counseling management means 330: membership management means

340: statistical analysis means 350: system setting means

400: counselor terminal 410: voice communication terminal

420: data communication terminal

The Internet-based real-time counseling management system of the present invention, more specifically, by having a separate web server and database manager side connected to the counselor side, the Internet-based having excellent stability and economy and significantly improved ease of use It is about counseling management system.

Today, with the development of information and communication technology, the network environment connecting the world is changing rapidly. At the center, the usage of telephone and internet, which are the main means of communication of modern people, has been subdivided and used in various ways in real life. In the case of companies that put service to customers first, they want to increase the value of the company by providing high quality service in customer management. In most cases, existing online services become obsolete due to the increase in economic costs and the fragmentation and diversification of companies generated for customer management by utilizing the telephone or internet communication.

To do this, it should be easy to access from the customer's point of view, and should be able to maintain and utilize the customer's information in a safe way regardless of the size or industry of the company with minimal cost.

Korean Unexamined Patent Publication No. 10-2001-0103393 (published November 23, 2001) discloses a system and method for providing a consultation service in a telephone and internet integrated environment. According to the above invention, the customer connection means for receiving the service request information of the customer by accessing the terminal of the customer, and using the request information and personal information of the customer to determine the best counselor to connect the customer and the counselor, the service performance result As a request processing means for outputting a service response screen to the terminal of the customer and the customer's personal information and the transaction history information upon receiving the request information can be stored and in response to the service request information can be retrieved previously stored customer information Internet data support means including a data storage means and a call processing means for performing a voice call connection with the customer and the determined optimal counselor. The above invention has the advantage that the customer can access the Internet service support system through a computer or a telephone and receive the Internet service while proceeding with a call with an optimal counselor.

In addition, Korean Patent Laid-Open Publication No. 10-2002-0075326 (published on October 4, 2002) discloses a real-time customer consultation method and system interworking a general public telephone network and the Internet. According to the above design, a web server for allowing Internet access from a customer; A sink server providing image data to the customer via the Internet; A database server or memory queue that manages and matches agent and customer lists; When connected via the access number is configured as a two-way voice response server that connects to the call of the selected counselor, the sink server is characterized in that the role of transmitting the image extracted by the counselor to the customer computer screen to synchronize. The invention has the advantage of sharing the image data using the Internet as well as the voice information between the counselor and the customer.

However, the existing designs described above have a problem in that the interconnection process between the customer and the agent is not only complicated, but also mainly for a large-scale business, so that a program, an own server, and a database server suitable for the business are operated. There is a separate administrative personnel for this, so the economic burden due to excessive costs is very large.

In other words, if you build your own system, you can build a system that is suitable for your business, but it requires a lot of money, so for companies that need to operate a small call center, the benefits of building a call center are needed to build the system. It is common not to exceed the cost.

As another example, Korean Unexamined Patent Publication No. 10-2003-0004669 (published Jan. 15, 2003) discloses a telephone online ordering system. According to the above invention a telephone to receive an order; pc-associated caller ID display device; And outputted to the pc screen by the telephone online system S / W. The above design has advantages of shortening order time, managing all data by phone number, and inducing database by the need of transaction book, inducing computerization cultivation of small delivery companies which are blind spots of computerization and grafting DB marketing. .

According to the above method, in case of storing a database on its own hard (storage device) in a small business place, there is a problem of data loss risk due to neglect of management and poor security, and inability to update a program.

In order to reduce costs, ease of management, and secure storage of data, it may be widely used in various industries, and a counseling management system that can share a part of system components such as a server or a database will be required.

Therefore, an object of the present invention is to use the counseling program to actually manage the counseling system and counseling data separately from the counselor who operates the call center, etc., so that the counseling program can be updated quickly and easily and the damage caused by data loss. It is to provide a general-purpose Internet-based real-time consultation management system that can operate a small call center through low cost and easy installation at the same time.

In order to achieve the above object of the present invention, an embodiment of the present invention determines whether the member stored in the member information database according to the DTMF signal by the call request of the customer to determine the database provided to the counselor side and transmit the Administrator side server for controlling the; A manager-side database having transmission or not determined under control of the manager-side server, and having a member information database storing member information collected as a result of counseling by the counselor and a counseling information database storing counseling information; The manager side server and the manager side database are connected via the Internet, and the member information database and the consultation information database are displayed according to the instructions of the manager side server, and a counselor can write or manage member information and consultation information. At least one counselor side counseling management means; And the counselor side counseling management means is implemented to provide an Internet-based real-time counseling management system comprising one or more counselor-side counseling terminal provided to the counselor side.

According to the present invention, it is possible to update the program quickly and easily by managing a web server and a database server by a separate manager instead of the counselor side, and to prevent data loss due to negligence or accident of the counselor side. have.

In addition, the counselor side can receive real-time data on the customer's counseling history stored and processed in the manager's database, enabling effective and customized counseling. Therefore, the use of this counseling management program can significantly improve counseling efficiency and achieve excellent sales performance.

In addition, since there is no need to build a server or database and maintain a separate manpower to manage it, introducing it in industries that require the operation of a small call center can provide significant cost savings and greatly improve overall corporate competitiveness.

Hereinafter, an Internet-based counseling management system according to preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings.

1 is a diagram illustrating a network for explaining an Internet-based counseling management system according to an exemplary embodiment of the present invention.

Referring to FIG. 1, the counseling management system according to the present embodiment includes a manager-side database 200 having a manager-side server 100, a member information database 210, and a counseling information database 220. The manager side server 100 and the manager side database 200 control the system from the manager side who manages the consultation system as a whole, and store and manage the data. In addition, the counseling management system has one or more counselor-side counseling management means 300 connected to the manager and the Internet, and a counselor-side counseling terminal 400 in which the counselor-side counseling management means is implemented.

The consultation management system according to the present embodiment will be described in detail for each component as follows.

First, the consultation management system according to the present embodiment has an administrator server 100. The manager side server 100 includes a web server for processing and controlling data sent to the counselor side management means described later. In addition, the counselor may further include an authentication server (not shown) for authenticating whether the counselor is a legitimate counselor who can use the counseling system.

When the customer calls the company using the consultation management system according to the present embodiment, the manager side server 100 determines whether the member is stored in the following member information database 200 according to the DTMF signal of the customer's call request. do. If the telephone number of the called customer is included in the member's telephone number on the manager-side database 200, which is already stored, the counselor side is extracted from the client-side database and the counseling history previously consulted. Management means 300, i.e., a web page or the like. In this case, in order to display the data in association with the counselor side management means 300, an existing interlocking program, that is, a commercial program such as ASP, JSP, PHP, HTML, or the like may be used.

The manager server 100 is not controlled by individual counselors who operate a call center for consultation, but is controlled and managed by a so-called manager who manages the system collectively. In other words, when a counseling management program stored in a recording medium such as a CD is installed in a PC, the system is managed and data is stored in a unit that operates a call center according to the logic or scenario of the program stored in the PC. In this case, when the consultation management program is updated, it may be cumbersome to move the update contents to a recording medium such as a CD or to download and install the update program by accessing a separate Internet site for update. In addition, since data is managed separately from the PC's hard disk, there is a high risk of loss of data due to neglect of PC management or data corruption due to viruses, but in this system, it is possible to manage and store data of one or more counselors. Since there is a separate manager side and the counselor side and the manager side are connected to the Internet, it is possible to quickly update the program and keep the data stable.

And the consultation management system according to a preferred embodiment of the present invention has a manager side database 200 managed by the manager side.

The manager side database 200 includes a member information database 210 storing member information collected as a result of counseling by the counselor and a counseling information database 220 storing counseling information. The manager side database 200 is managed by a separate manager side rather than a counselor who operates a call center like the manager server.

The manager side database 200 is transmitted to the counselor side counseling management means according to the instructions of the manager side server 100. In addition, it is preferable that the manager side database 200 stably stores the database collected to the counselor side by constructing a backup system for restoring damaged data when data is damaged and a firewall system for preventing external hacking.

 The consultation management system includes a manager side management means 300 connected to the manager server 100 and the manager side database 200 via the Internet.

The counselor side management means 300 may generally be a web page in which personal information, counseling history, and various statistical data about a member are displayed according to a predetermined format. The counselor side management means 300 displays the member information database 210 and the counseling information database 220 of the member according to the instructions of the manager server 100, and the counselor displays member information and counseling information. Provides various interfaces for writing or managing. In addition, matters added or updated to the counselor management means 300 while the counselor conducts a consultation are transmitted to and stored in the manager-side database 200.

Counselor management system according to the present invention is difficult to build a web server or database itself as described above, but provided to a company that needs a small call center operation counselor provided as a general-purpose counseling system for operating a cheap and easy call center Side management means 300 is also configured to be suitable throughout the consultation environment of various industries.

Member information and counseling information described or managed by the counselor are transmitted and updated in real time to the member information database 210 and the counseling information database 220 connected to the counselor side counseling management means 300 via the Internet. Various functions and the like provided by the counselor side management means 300 will be described later with reference to FIG. 3.

And the Internet-based real-time counseling management system according to the present embodiment includes one or more counselor-side counseling terminal 400. The counseling terminal 400 includes a voice communication terminal 410 such as a telephone and a data communication terminal 420 such as a computer screen.

The counselor side counseling management means 300 is generally implemented in the data communication terminal 420 is provided to the counselor side. When the call from the customer is connected to the counselor through a certain intermediate process, the voice communication terminal 410 rings and the member information and the counseling history for the corresponding customer appear on the data communication terminal 420. When the telephone call is terminated or terminated for various reasons, the screen of the data communication terminal 420 is also arranged as a counseling standby screen.

In the counseling system, one or more counselor-side counseling management means 300 are connected to the manager side via the Internet, and the manager-side server 100 and the manager-side database 200 are collectively managed by a system administrator. The one or more counselor-side counseling management means 300 connected to the manager-side server 100 through the Internet is updated in real time under the control of the manager-side server 100.

2 is a diagram illustrating a network for explaining an Internet-based counseling management system according to another embodiment of the present invention.

2, the Internet-based counseling management system according to another embodiment of the present invention is the voice response (Interactive Voice Response (IVR)) server 20 and the computer telephony integration (CTI) server ( 30), and may further include a Private Branch eXchange (PBX) server 10 for distributing a call request of a customer.

The manager's voice response (IVR) server allows a user to make an efficient consultation by providing a predetermined voice comment when the client's call request is made. In other words, by using the voice response to guide the user to press the select button according to the type of counseling contents, it is possible to effect the effective operation such as connecting a specialized counselor or guide the waiting time according to the type of counseling contents. . In the computer-side telephone integration (CTI) server connected to the automatic voice answering server, the call request of the customer is distributed to the counselor according to a predetermined scenario, and in this case, the server-side server 100 of the call request customer member information database. 210 and the counseling information database 220 are provided to the counselor side through the counselor side counseling management means 300.

In the case of an insurance company that needs a large call center, its own private exchange server (10), voice response server (20), computer telephone integrated server (30), etc. are established. Can be shared to reduce costs and maintain convenience.

3 is a configuration diagram for explaining an example of the counselor side management means 300 used in the present invention. Counseling management system of this embodiment should have a universality that can be applied to various industries that require a small call center.

The counselor side management means 300 described below is merely one exemplary configuration that can satisfy such versatility, and various modifications or changes are possible.

Referring to FIG. 3, the counselor side management means 300 includes user function means 310. 4A to 4D are examples of screen configurations showing user functional means of the counselor side management means of FIG. As shown in FIG. 4A to FIG. 4D, the notification screen (FIG. 4A), administrator registration information (FIG. 4B), notification information management (FIG. 4C) and counselor management (FIG. 4D) are viewed through the user function unit 310. Or can be processed.

Referring to FIG. 3, the counselor side management means 300 includes a counseling management means 320. 5A to 5C are examples of a screen configuration diagram illustrating the counseling management means 320. The counseling management means 320 registers the information of the counseling management (FIG. 5A) and new customer information, which can implement a function such as modifying, deleting, printing, or storing the searched counseling data as a separate Excel file. It includes a menu of consultation registration (Fig. 5b, 5c) to modify the information of the existing customer or to check the consultation history.

And the counselor side management means 300 has a member management means 330 that can manage or process member registration, member management, phone book and the like. 6A to 6C are examples of a screen configuration diagram showing the member management means of the counselor side management means of FIG.

Specifically, in the member registration menu (FIG. 6A), it is possible to register personal information or unusual matters of a new customer without a previous counseling history, and in the member management means (FIG. 6B), the member list searched by a specific search expression or condition. Can be printed or saved as a separate file. In addition, the phone book (FIG. 6C) menu can perform a function such as phone number search, call.

In addition, the counselor side management means 300 according to the present embodiment has a statistical analysis means (340). 7A to 7F are examples of screen configurations showing statistical analysis means of the counselor side management means of FIG. Specifically, the statistics for each type (FIG. 7A) may present statistical data for each counseling type, and for each member for statistics (FIG. 7B), the counseling history of a specific member may be searched and viewed. In addition, the statistics for each agent (FIG. 7c) and the statistics for each result (FIG. 7d) are classified into contents consulted by a specific counselor or by counseling result, for example, consultation completed by a counselor, consultation with a reporter, and consultation with a requester. Process the data and provide it. In addition, the time-phase statistics (Fig. 7e) and the day-by-day statistics (Fig. 7f) provide a consultation time and day, the number of results, etc. at a glance, respectively, can be said to be an effective tool for establishing an effective counseling strategy or plan.

Referring to FIG. 3, the counselor side management means 300 includes a system setting means 350. 8A to 8H are examples of screen configurations showing the system setting means 350 of the counselor side management means of FIG. 8A to 8H, the system setting means 350 is a means for setting various environments for effective system operation, and the like, specifically, CID connection setting means (FIG. 8A), reading restriction setting (FIG. 8B), The screen setting (FIG. 8C), division setting (FIG. 8D), type setting (FIG. 8E), result setting (FIG. 8F), counseling reserved word setting (FIG. 8G), remark reserved word setting (FIG. 8H) can be set.

By using various menus of the counselor side management means 300, the counselor may proceed with an efficient consultation, and the contents recorded in the counseling result are transmitted to the manager side database 200 and stored.

According to the present invention, it is possible to update the program quickly and easily by managing a web server and a database server by a separate manager instead of the counselor side, and to prevent data loss due to negligence or accident of the counselor side. have.

In addition, the counselor side can receive real-time data on the customer's counseling history stored and processed in the manager's database, enabling effective and customized counseling. Therefore, the use of this counseling management program can significantly improve counseling efficiency and achieve excellent sales performance.

In addition, since there is no need to build a server or database and maintain a separate manpower to manage it, introducing it in industries that require the operation of a small call center can provide significant cost savings and greatly improve overall corporate competitiveness.

Although described above with reference to a preferred embodiment of the present invention, those skilled in the art will be variously modified and changed within the scope of the invention without departing from the spirit and scope of the invention described in the claims below I can understand that you can.

Claims (8)

A server for determining a database provided to a counselor by determining whether a member is stored in a member information database according to a DTMF signal of a customer's call request, and controlling the transmission; A manager-side database having transmission or not determined under control of the manager-side server, and having a member information database storing member information collected as a result of counseling by the counselor and a counseling information database storing counseling information; The manager side server and the manager side database are connected via the Internet, and the member information database and the consultation information database are displayed according to the instructions of the manager side server, and a counselor can write or manage member information and consultation information. At least one counselor side counseling management means; And Internet-based real-time counseling management system, characterized in that the counselor-side counseling management means is implemented to include one or more counselor-side counseling terminals provided to the counselor side. The method of claim 1, wherein the member information and counseling information described or managed by the counselor are transmitted and updated in real time to the member information database and the counseling information database connected to the counselor side counseling management means via the Internet. Internet based real-time consultation management system. The server of claim 1, wherein the server of the manager side is And an authentication server for determining whether to connect the counselor when the counselor accesses the manager-side server and the manager-side database through a counselor-side counseling management means. According to claim 1, wherein the counselor side counseling management means User function means for viewing or processing the notification screen, administrator registration information, notification management, and counselor management; Counseling management means for processing consultation management and consultation registration; Membership management means for managing or processing membership registration, membership management, and telephone books; Statistical analysis means capable of processing statistics by type, statistics by member, statistics by counselor, statistics by result, statistics by time of day, and statistics by day; And  Internet-based real-time counseling management system comprising a system setting means for setting the CID connection setting means, reading restriction setting, screen setting, division setting, type setting, result setting, counseling reserved word setting, remarks reserved word setting. According to claim 1, An administrator-side voice response (IVR) server that automatically responds to the customer for the customer's call request; And And a computer-side telephone integration (CTI) server of a manager side for distributing a call request of the customer to the counselor according to a predetermined scenario connected to the automatic voice response server. The server of the manager side provides the member information database and the counseling information database of the call requesting customer to the counselor side through the counselor side counseling management means. The method of claim 5, Internet-based real-time consultation management system, characterized in that it further comprises a manager-side private exchange server for distributing the call request of the customer. The Internet-based real-time consultation management system according to claim 1, wherein the manager-side server and the manager-side database connected to the one or more counselor-side counseling management means and the Internet are collectively managed by a system administrator. The Internet-based real-time consultation management system according to claim 1, wherein the one or more counselor-side counseling management means connected to the manager-side server via the Internet is updated in real time under the control of the manager-side server.

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