DE102004005659A1 - Information transmission with telecommunications network based customer support involves transmitting agreed additional information to customer during telecommunications connection either automatically or when initiated by adviser - Google Patents

Abstract

The information transmission method involves establishing a telecommunications connection between a customer (A) and a service provider that is providing support to the customer and transmitting agreed additional information to the customer during the telecommunications connection either automatically or when initiated by the adviser (B). The telecommunications connection is a voice and/or data connection.

Description

The The invention relates to a method for transmitting information in telecommunications network based customer care, in particular a customer service based on a so-called call center.

to Handling of telephone contacts to the customer have providers of services or products usually preceded by call centers. These take incoming calls or make outgoing calls. Independently The prioritized reason for the call is the interest of the customer over all for him relevant current sales measures, so-called campaigns, to inform in detail. This is the detailed advice regarding ability to concentrate and enthusiasm high demands on the consultant (agent). In particular, because of this in dialogue depends solely on the medium of voice.

The ability of the consultant, the customer for intensive engagement with all Accordingly, it is crucial to motivate upcoming topics Customer satisfaction as well as the sales success.

This not always succeeds, as a result of it often to a termination of the Call comes before all the points raised in the conversation and related agreements could be made.

The reasons therefor Mostly, the customers are little at the time of contact Time for the Introduce dialogue or the current inner attitude - over Minimum going - dialogue does not allow. Although these hindering factors are initially not the focus of attention, can the conversation also be adversely affected when addressing multiple campaigns in consequence exceeds the scope of the customer's attention and patience.

Generally let yourself So find that a motivated and enthusiastic customer is focused the explanations of the consultant and also gladly for the constructive dialogue necessary time invested.

It The object of the invention is a method for transmitting information in telecommunications network based customer care, the an advisor to a service provider for informative customer service supported.

These The object is achieved by the solved in claim 1 method.

advantageous Embodiments and developments of the invention are specified in the subclaims.

The inventive method supports the consultant in informing the customer and has constructive in the result Influence on the atmosphere the customer contact. Customer contacts are predominantly handled via telephone calls. Therefore, in the following description, mainly on a telephone Communication reference. Of course, the invention can be in the same Way also on an online customer service over the internet or other Apply communication method.

Thus, according to the invention in the ongoing customer talk a third contact instance in the form of an automatic information announcement looped. Of the Content of the information announcement corresponds to a selection of reproached Campaign speeches, which are tailored to the respective customer.

The Formulation of this information is preferably directly on the Customer oriented. The expression after can the information conveys the character of an action. As a general rule may be the nature of the information and the order of its occurrence determined by a randomly connected in advance be.

in the Active operation is therefore for both interlocutors audible an information is recorded, which the customer for example on a Make you aware of the offer. The way of the design is any. Accordingly, the spoken word can be preceded by a signaling or the text is accompanied by music, sounds (or pictures).

Reached This will on the one hand relieve the adviser who is now spontaneous can respond to the communicated offer, rather than in an ongoing one Monologue to have to process individual campaigns verbally.

At the same time, the customer experiences a stimulating moment due to the surprise effect of being part of a current campaign. And on the other hand, the customer connects with the unexpected address of a possible discount by "third parties" an appreciation.To underline in this distribution channel, the spontaneous nature of the action - even if an offer of the same content is already widespread elsewhere- can the conditions by one slight obolus he to be dilated. Such a measure increases the effect and increases the feeling of appreciation on the part of the customer.

The proposed method is based on the provision of an interface to an existing connection, preferably the phone call by customer and provider of a service via the language server a campaign address to the customer.

The Selection of the respective communication campaign is on the options of the customer and therefore results from a previous one New Data. These are entries a database that has the function of managing running campaigns has to work with the already over the customer's known information in relation set. possibly are already the customer record about previous reports possible Campaigns associated with the system-side reconciliation below simplify and shorten. Also be for The date of starting the procedure is named two ways.

at the first possibility The investigation begins as soon as a contact establishment is initiated. Here, for example, the phone number of the customer as possible Identification criterion recognized, for example by computer Telephony Integration (CTI).

at the second possibility the contact has already been made and the customer and agent are in conversation.

Both Methods can be the identification of the call center operation all the way up to the individual agent and his competences (skills, possibly weighted) go along with the campaign selection for further processing (Pick up topic) or generally the driving the right hotline to optimize. Because the agents of respective hotlines are in the Usually according to their duties certain time windows specified for the completion of the telephone calls. For example, if the system detects that for a specific customer is currently not a campaign approach is provided or suppressed this information can have an impact on an economic Routing: the forwarding of the call to a specific location, independent of the selected one Hotline.

A special expression The invention provides that the selection process still within the ongoing conversation is permanently updated. This has the advantage of double speeches by man and machine to avoid.

In According to a further embodiment of the invention, the agent at the time and selecting the campaign address. So can one Speech initiated or suppressed as desired. This has one hand the advantage of meaningfully bridging possible waiting times arising during processing of a customer concern. To the For others, every contact has to be made individually and according to the situation.

Provided the communication system used in the call center a voice recognition support can expressions in the form of keywords, phrases, etc., of the customer as well as the agent, and depending of which the information output, in particular date, type, content the information output, to be controlled to the customer.

The Method also provides that the interface to the voice server, for example about that one-sided insertion of information, customer-interactive to use. For example, the campaign approach with the requirement of a specific reaction of the customer within one defined time window, depending on The reaction triggers further deposited processes.

As a general rule does not necessarily have to complete a started campaign approach directly become. Rather, the underlying system, for example, on Signal from the customer or the agent, extended by a resubmission be after the end of the call or at a desired time becomes active.

Of the Use of the method according to the invention is not mandatory on communication by phone (wireless or bound), rather, the application is to any medium, in particular also on an online customer service over the Internet, mappable.

following becomes the method according to the invention explained in more detail by way of example with reference to the drawing.

1 shows a schematic block diagram of the devices involved in the process and their interaction.

A caller and service user A dials the direct dial (hotline) of a service provider's B advisor (step 1). The software of the telecommunications system D of the service provider and associated program interfaces E identify the caller A, for example, by his telephone number, the one-touch dialing or the voice by Stim recognition, etc., and control the type of further routing of the call A to an upstream voice server F.

Parallel For this, the proposed method C is based on a first decision questioned: at present and on the part of Parameters are determined and constantly updated, whether generally a information transfer is provided by the language server F (campaign address) and whether these are already built up within the connection to the language server F. shall be. This decision depends on various parameters, such as the current service level, the utilization of certain Consultants and systems, the statistics of success, etc.

Becomes a connection to the voice server F is already established a reaction of the caller A as part of the interactive communication condition to change the further routing.

Possible reactions Caller A and related changes in the starting situation directly affect the choice or design of the speech server F, the informational speeches or the next intended interlocutor. Likewise, the change the structure of the contact, as a result of the building block of a campaign x content only at a later date Time in use occurs. It can be both the period directly after completing the actual telephone conversation with a consultant B be meant as well as a decoupled, re-connection. Optionally selectable Here is the direction of the later contact, the communication medium, the time and the selection.

Furthermore is not necessarily the same caller A then again in contact rather, another person, previously named by him Person to be involved.

Likewise an information through the language server (only) in the actual dialog G of A and B take place. In the first place serves the announcement information as a stimulating communication element, the insertion, as an indication, may well be just one-dimensional.

the across from describes the loop H, the interactive variant, as a result of the caller A a change of the interlocutor to man or machine, depending on how the caller A Responding to a respective informative speech and in turn Evaluations are stored. Likewise, in parallel with it too the statements of caller A based on permanently determined changes evaluated by the consultant B in the customer data. The goal here is the Correctness and the optimal timing of the proposed system to ensure the information to be provided.

In limited Scope, the consultant B influence on the control of the proposed Process. Can do this the consultant B in a separate, accessible display on one Screened or suppressed campaign addresses, the Contact status of the caller and the corresponding data determined become. The further connection to a certain advisor can be found in dependence his measurable skills carried out become.

1-7

steps the communication process between Caller A and Consultant B

A

Service users, caller

B

Service provider consultant

C

method in operation, information field within which the effective range of the

process attacks

D

telecommunications system

e

Program interfaces to external applications

F

language server

G

Dialog, conversation between caller and consultant

H

loop Contact instances, with possible change the conversation partner

for the caller (Human or machine)

Claims (13)

A method for transmitting information in telecommunications network-based customer care, wherein between a customer (A) and a consultant (B) of the customer-servicing service provider, a telecommunication connection is made, characterized in that during the communication connection automatically or initiated by the advisor to the customer coordinated additional information be transmitted to the customer. Method according to claim 1, characterized in that that as a communication connection a voice connection and / or Data connection is used. Method according to one of the preceding claims, characterized characterized in that the additional Information held by a third party contact (F) and transmitted to the customer become. Method according to one of the preceding claims, characterized characterized in that the nature and content of the information and the Order of their transmission to the customer at random is determined. Method according to one of the preceding claims, characterized characterized in that the nature and content of the information and the Order of their transmission determined to the customer based on customer data. Method according to one of the preceding claims, characterized that the information is sent to the customer at the same time and the adviser become. Method according to one of the preceding claims, characterized characterized in that before the transmission the information is transmitted a signaling. Method according to one of the preceding claims, characterized characterized in that the information is transmitted along with music, sounds or pictures become. Method according to one of the preceding claims, characterized that identifies the identity the customer automatically using a telecommunications network-dependent identification feature is recognized. Method according to one of the preceding claims, characterized characterized in that the selection process for the information with the from the consultant to the customer Information is compared. Method according to one of the preceding claims, characterized characterized in that the timing and selection of information can be influenced by the consultant. Method according to one of the preceding claims, characterized that the customer interacts with the information can react, depending on the reactions of the customer further processes are triggered. Method according to one of the preceding claims, characterized marked that utterances of the customer and / or the agent are detected by speech recognition, and depending on it the information output is controlled to the customer.