JP2002056057A - System and method for processing telephone service, computer system for the system, and terminal device for the system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To perform appropriate and high quality measure to various items received by a call center by eliminating the individual differences among operators. SOLUTION: The terminal device 13 of the call center 12 inputs item data about the received item to a server device 20 having an item decision table T1 including measure data to prescribed items through a communication network N in order to deal with the item such as an inquiry and consultation received by telephone in each call center 12, measures data suitable to the item are extracted from the table T1 on the basis of the item data inputted to the device 20, the extracted measure data are transmitted to the terminal device 13 of the center 12 and displayed on the terminal device 13, and telephone reception is performed in the center 12 on the basis of the measure data displayed on the terminal device 13.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone service processing system capable of uniformly and high-quality response to various kinds of cases called to each call center by telephone, a computer device for telephone processing service, The present invention relates to a terminal device for a telephone processing service and a telephone service processing method.

[0002]

2. Description of the Related Art As one form of various services, a call center is set up for each general area, such as general consumers or limited members, in several areas. In general, an operator in a call center accepts a case called by a telephone, and a telephone service is generally provided.

[0003] There are various types of cases to be brought to the call center, and there are cases to be solved including not only the call center but also other persons in charge or external experts, in addition to the cases solved by the operator. . In addition, the importance of a project varies.

[0004]

However, since the operator who accepts the telephone responds directly, the judgment on the case differs depending on the operator, and it cannot be avoided that there is an individual difference in the response, and the quality of service is reduced. There is a problem that it cannot be made uniform. In some cases, a serious situation may be caused by an operator's misjudgment.

Conventionally, a report from each call center is sent as a report on a paper medium to a central management center that controls a plurality of call centers and processed there. In other words, there is a risk that omission of entry, difference in nuances, etc. may occur, which is not suitable for responding to an emergency. In addition, at the centralized management center that receives the report, it takes time to process the report, and it is necessary to arrange for the relevant processing department such as a person or expert who should be involved in the case and process it. There is a problem that it takes time. Further, since it is difficult for the processing department to grasp the overall situation, there is a possibility that a situation determination error may occur in each processing department.

[0006] In particular, when the call center is spread all over the world, the problem of time difference is added, and it becomes more difficult to appropriately deal with the problem.

[0007] The present invention has been made in view of such a problem, and is applicable to various cases accepted at a call center.
A telephone service processing system, a computer device for a telephone processing service, a terminal device for a telephone processing service, and a telephone service processing method for eliminating an individual difference of an operator and enabling an appropriate and high-quality response. The purpose is to provide.

Another object of the present invention is to provide a telephone service processing system in which a related processing department to be involved in a case accepted by a call center can easily grasp the processing status.

[0009]

In order to achieve the above object, the invention according to claim 1 of the present invention is a telephone service processing for responding to inquiries and consultations received by telephone at each call center. In the call center, in the call center, a terminal device for inputting case data on the received case, and accessible from a terminal device of the call center via a communication network, and countermeasure data for a predetermined case is A server device having an included case determination table, and the server device extracts countermeasure data suitable for the case from the case determination table based on the case data input from the terminal device of the call center. Then, the extracted countermeasure data is transmitted to the terminal device of the call center, and the It has an automatic determination unit to be displayed on the terminal device of call centers, in which so can perform answering the phone call center based on the countermeasure data the display to the terminal device.

According to a second aspect of the present invention, in the first aspect, the server device has a reception case database in which case data input from a terminal device of the call center is stored, The case determination table includes processing unit data indicating a unit to be processed in relation to a predetermined case, and the automatic determination unit stores the processing unit data suitable for the received case. In addition to the case data, it is stored in the reception case database, and the processing department data is transmitted to the terminal device of the call center. Further, the processing department data can be browsed through the communication network by the processing department terminal device. And

According to a third aspect of the present invention, in addition to the processing section data, processing status data of each processing section is stored in the reception case database of the second aspect.

According to a fourth aspect of the present invention, the terminal device of each processing section according to the third aspect can update the processing status data corresponding to the processing section according to the processing status via a communication network. It is.

According to a fifth aspect of the present invention, the case determination table according to any one of the second to fourth aspects includes importance data indicating importance for a predetermined case. The automatic determination unit adds the importance data suitable for the received case to the case data, stores the data in the received case database, and transmits the importance data to the terminal device of the call center. The importance data can be browsed by a terminal device of the processing section via a communication network.

The invention according to claim 6 is the invention according to claims 2 to 5
The case determination table according to any one of the above, is created based on the received case database.

According to a seventh aspect of the present invention, there is provided a computer device which performs batch processing for responding to an inquiry, consultation or the like received by telephone at each call center, wherein the computer device communicates with a terminal device of the call center via a communication network. A case determination table that includes countermeasure data for a predetermined case and a case determination table based on the case data input from the terminal device of the call center. An automatic determination unit that extracts countermeasure data, transmits the countermeasure data in the extracted item determination table to the terminal device of the call center, and displays the data on the terminal device of the call center.

According to an eighth aspect of the present invention, the computer device according to the seventh aspect has a received case database in which case data input from a terminal device of the call center is stored, and the case determination table is stored in the case determination table. Contains processing section data indicating a processing section to be processed in relation to a predetermined case, and the automatic determination section adds the processing section data suitable for the received case to the case data. Then, the processing department data is stored in the reception case database, the processing department data is transmitted to the terminal device of the call center, and the processing department data can be browsed by the processing department terminal device via the communication network.

According to a ninth aspect of the present invention, in addition to the processing department data, processing status data of each processing department is stored in the reception case database of the eighth aspect.

According to a tenth aspect of the present invention, the processing status data according to the ninth aspect can be updated from a corresponding processing unit terminal device via a communication network in accordance with the processing status.

According to an eleventh aspect of the present invention, in the case determination table according to any one of the eighth to tenth aspects,
Importance data representing the importance of a predetermined case is included, and the automatic determination unit adds the importance data suitable for the received case to the case data, and stores it in the reception case database. The importance data is transmitted to a terminal device of the call center, and the importance data can be browsed by a terminal device of the processing department via a communication network.

According to a twelfth aspect of the present invention, the case determination table according to any one of the eighth to eleventh aspects is characterized in that:
It is created based on the reception case database.

According to a thirteenth aspect of the present invention, there is provided a terminal device for responding to a case such as an inquiry or a consultation received by telephone at each call center, wherein an input unit for inputting case data of the received case. And an output unit that outputs the case data to the server device via the communication network; and the case data output from the case determination table including the countermeasure data for the predetermined case that the server device has. And a display unit for displaying countermeasure data suitable for the case, which is extracted and transmitted based on the countermeasure, so that a call can be handled at a call center based on the countermeasure data displayed on the display unit. It is like that.

According to a fourteenth aspect of the present invention, there is provided a telephone service processing method for responding to inquiries and consultations received by telephone at each call center,
From the terminal device of the call center, the case data of the received case is input to a server device having a case determination table including countermeasure data for a predetermined case via a communication network, and is input to the server device. Based on the case data obtained, extract the proposal data suitable for the case from the case judgment table,
The extracted countermeasure data is transmitted to the terminal device of the call center and displayed on the terminal device of the call center,
The telephone service can be performed at a call center based on the countermeasure data displayed on the terminal device.

When a call center accepts a telephone call for a case such as an inquiry or consultation from a general person or a member, an operator who responds by telephone sends data on the case from a terminal device to a server device via a communication network. Or a computer device).
A server device having a case determination table in advance extracts response data suitable for the case based on the case data, transmits the response data to the terminal device of the call center, and displays it. Since the operator can respond based on the displayed response data, it is possible to quickly provide a service of uniform quality without causing individual differences in response. Also, when inputting the case data according to the input form sent from the server device, it is possible to reduce the possibility of omission of entry and misunderstanding that there is a difference in nuance. Since the server device can collect case data from multiple call centers, it is possible to build appropriate countermeasure data for a wide variety of cases.
By using this case determination table, high-quality responses can be made at each call center.

In the case determination table, in addition to the countermeasure data, processing section data indicating a processing section to be associated with a predetermined case and performing processing and / or importance data indicating importance to the predetermined case. Can be included.

It is preferable that the processing department data can be browsed through a communication network by a terminal device of the processing department. Thereby, the related parties who should be involved always pay attention to this data, so that the processing or the preparation for the processing can be quickly performed. In addition, by viewing the processing section data from each terminal device by each related section, it is possible to grasp the overall situation. Further, the processing section data may be updated by each processing section in accordance with the processing status. As a result, the related processing section can quickly perform its own processing or preparation for the processing by viewing the processing state of the other related processing sections, and accurately grasp the overall current processing state. Can be.

Similarly, it is preferable that the importance data can be browsed by a terminal device of the processing section via a communication network. This allows the related parties to be involved to understand the importance, and thus to perform the processing or the preparation for the processing accurately.

[0027]

Embodiments of the present invention will be described below with reference to the drawings. FIG. 1 is a block diagram showing the overall configuration of a system for implementing the system of the present invention and the method of the present invention. In FIG. 1, reference numeral 12 denotes a call center, and the call center 12 is usually provided for each area by dividing the entire target area into a plurality of areas. You can also.

A terminal device 13 in the call center 12 is connected to a communication network N such as the Internet, and can access a server device 20 also connected to the communication network N via the communication network N. ing. Similarly, the terminal device 32 for the call center management company 30 and the call center management company 3
0, a terminal device 42 for the outsourcing company 40 outsourcing the telephone service business, and a terminal device 52 for other affiliated companies 50 to be involved as necessary for solving other cases.
Can access the server device 20 via the communication network N, respectively. When the server device 20 receives a telephone service only for a specific member, a member database 202 in which data on the member is stored is provided, and further, case data on the case received by telephone is stored. The received case database 204 and the database 205 storing the case determination table T1, the classification table T2, and the like are provided. Terminal device 32 for call center management company 30, terminal device 42 for outsourcing company 40, affiliated company 5
For the terminal device 52 for 0, it is possible to provide an appropriate terminal device in a related department, and the related company 50 is represented by a single unit, but a plurality of related companies, related public and private organizations,
Alternatively, it may be a related office.

Hereinafter, as a specific example, in this embodiment,
A telephone service in which the commissioned company 40 is a travel company and international students studying abroad using the travel company 40 are members will be described as an example. A call center 12 is provided at an appropriate base in the world to accept problems from international students spread all over the world. However, the present invention is not limited to such telephone services for international students. For example, sellers who provide services and products that accept inquiries and consultations from consumers who receive services and products are provided. Of course, the present invention can be applied to a call center operated directly or by commission, or a general call center that accepts projects from general consumers.

Each call center 12 has a terminal device 13
In addition to the above, a telephone 14 is provided, and the operator receives a telephone from the international student 10. Terminal device 13 of call center 12, terminal device 32 for call center management company 30, terminal device 4 for outsourcing company 40
2. FIG. 4 shows a block diagram of the configuration of the terminal device 52 for the affiliate company 50. Each terminal device has a CPU 106. The CPU 106 operates based on a program stored in a storage unit 108 including a ROM and a RAM, and is viewing software for reading data from the server device 20. You have a browser that is Further C
It has a display unit 109 such as an RT or LCD, an input unit 110 such as a keyboard and a mouse, and an input / output control unit 111 (output unit) for inputting and outputting data to and from a communication network.

FIG. 2 is a block diagram showing the configuration of the server device 20. The server device 20 has a CPU 206, and the CPU 206 operates based on a program stored in a storage unit 208 including a ROM and a RAM. Further, in addition to the member database 202, the reception case database 204, and the database 205, a display unit 209 such as a CRT or an LCD, an input unit 210 such as a keyboard and a mouse, and an input / output control unit 211 for inputting and outputting data to and from a communication network. Having.

The member database 202 includes:
The personal data of the international student 10 that is the subject of the telephone reception of this system is stored. Specific examples of the personal data include information such as name (last name and first name), member number, stay period, stay address, stay phone number, study abroad country name, domestic address, insurance coverage, etc. can do.

The received case database 204 stores case data of cases received by each call center 12. The case number,
Information such as a reception base, a reception date, a member number, a name (first and last names), a classification of a case, and an outline can be exemplified. Also,
In the case data, processing unit data indicating a processing unit to be processed in association with the case and processing status data indicating the processing status of the processing unit are stored.

The case determination table T1 contains data on the classification, countermeasures, importance, and processing departments to be processed in relation to a predetermined standard case (FIG. 11).
reference). The case determination table T1 is created based on the cases stored in the reception case database 204, and after a screening by an expert,
Standard countermeasures, importance, and processing department for a predetermined standard case are determined in advance. The contents of the case determination table T1 are updated based on the actual case stored in the reception case database 204. For example, when a new case that does not exist in these case determination tables T1 occurs,
Based on the judgment of the expert, the countermeasure, the importance, and the processing section to be involved are determined, and newly registered in the case judgment table T1. In this way, it is possible to present a countermeasure that reflects the learning effect as the number of cases handled increases. The classification of the case determination table T1 hierarchically includes classifications such as a large classification, a middle classification, and a small classification (keyword).

The classification table T2 lists hierarchies such as a large classification, a middle classification, and a small classification which are assigned to each case and used in the case judgment table T1 (an image diagram is shown in FIG. 12). . This table is also created based on the cases stored in the received case database 204, and the middle class belonging to each major class and the small class belonging to each middle class are determined in advance. A weight ω _i can be set for each keyword that is a small classification. As described below, for a real opportunity, when a plurality of standard projects from artifact determination table T1 is searched, it is possible to prioritize the order from the weighting omega _i keyword is greater countermeasures. The weight ω _i is
It can be determined based on the significance and specificity of the meaning of the keyword. From newly accepted projects,
If there is a new lower class that should belong to the higher class or an item that should be added to each class, it is added to the class table and updated, so that the class can also be a hierarchy reflecting the learning effect.

FIG. 3 shows the CPU 206 of the server device 20.
Are functional block diagrams showing various functions executed based on various programs stored in the storage unit 208. The server device 20 includes a transmission / reception management unit 220, a member data search unit 222, a member data update unit 224, and various form creation units 22.
6. Case data control unit 228, case data search unit 23
0, the respective functions of the case data updating unit 232, the countermeasure / importance / processing section automatic determination unit 234, and the process flow automatic monitoring unit 236 are executed. Hereinafter, each function will be described.

The transmission / reception management unit 220 has a function of controlling data transmission / reception to / from each terminal device and licensing the use of only the terminal devices registered in advance. The terminal devices that can access the server device 20 are the terminal devices 13 and 3 shown in FIG.
2, 42 and 52, intrusion from outside is prohibited. For this reason, the server I
D, a password, and an IP address are registered. Each time the terminal device logs on, the transmission / reception management unit 220 determines whether the user ID, password, and IP address match or does not match, and sends the menu screen to the terminal device that has logged on only when the user ID, password, and IP address match.

The member data search unit 222 has a function of searching the member database 202 based on an appropriate key such as a name or a member number. For example, at each call center 12, when receiving a call from the international student 10,
The name or member number of the international student 10 is stored in the terminal device 13.
, The personal information is read out from the member database 202 and displayed on the display unit 109 of the terminal device 13 of the call center 12.

The member data updating unit 224 is a function for updating data in the member database 202 from each terminal device. For example, in each call center 12, when it is found that a change has occurred in personal information through a telephone call from the international student 10, the member database 202 can be updated from the terminal device 13 of the call center 12. In the member database 202, the update time of the latest record for each record is also recorded in the member database 202 in order to control simultaneous updating of the same record from a plurality of terminal devices. If it is within a certain period of time since the last time the record was written to the same record, it is determined that there is a possibility of duplication, and a re-input is instructed.

The various form creation unit 226 has a function of creating various forms based on a request from a user by referring to the member database 202, the case reception database 204, and / or other files.

The case data control unit 228 receives the input information when inputting to the terminal device 13 while receiving a call from the international student 10 at each call center 12, and consults with the international student 10. This function is for navigating the display screen of the terminal device 13 in response. The contents of the telephone from the international student 10 are input one by one according to the navigation screen.

The case data search unit 230 has a function of searching case data from the case reception database 204 based on an appropriate key such as a case reception number or the name or member number of an international student who is a party to the case.

The case data update unit 232 has a function of updating data in the case reception database 204 from each terminal device. When a change in the case occurs in the terminal device 13 of the call center 12, or when the processing status changes in other processing departments, the processing status data is updated from each of the terminal devices 32, 42, and 52. Can be. The case receiving database 204 is also used to control simultaneous updating of the same record from a plurality of terminal devices.
4, the update time of the latest record for each record is also recorded. If the record is updated within a certain period of time from the last time it was written to that record, It is determined that there is a possibility, and a re-input is instructed.

Countermeasure / importance / processing section automatic judgment section 23
4 is a countermeasure for the case based on the data input according to the navigation of the case data control unit 228;
This is a function to automatically determine the importance and the processing department to be involved.

The processing flow automatic monitoring unit 236 determines the countermeasure /
This function monitors the processing status of the processing department automatically determined by the importance / processing department automatic determination unit 234. As a specific display method, the processing status of the processing department can be displayed as a lamp for each case, and a lamp is provided for each processing department and all departments that may be involved, and the processing status of each department is indicated by color. It can be identified and displayed automatically.

Next, the flow of processing for a telephone call from an international student will be described.

First, when an operator of the call center 12 receives a call from an international student, the operator displays the screen shown in FIG. 5 displayed by the case data control unit 228 from the terminal device 13 logged in to the server device 20. Enter any of the international student's name, member number, departure date, telephone number of the place of stay, etc., and click the search button. The member data search unit 222 searches the member database 202 based on the input data.
If there are multiple subjects under the same conditions, list them and have them select the relevant international student from the list.

The retrieved personal information of the international student is displayed on a part 601 of the screen as shown in FIG.
At the same time, in FIG. 6, if there is a case accepted by the international student so far,
Is displayed. It is assumed that the case of the telephone is the content of the new acceptance, and the case where the “New” 603 button is clicked will be described.

An input screen is displayed as shown in FIG. 7, and the contents of a telephone call from an international student are input in accordance with the screen displayed by the navigation of the case data control unit 228. First, in the "question level 1" 701 of FIG. 7, items of the large classification in the classification table T2 are prepared as options, and a corresponding one is selected from these.
In the “question level 2” 702, a medium category belonging to the large category selected at the question level 1 is prepared as an option, and a corresponding one is selected from these. Further, in "question level 3" 703, detailed contents are described in text, and the state of the person who made the call is also described.

Based on these input data, the countermeasure / importance / processing section automatic determination unit 234 of the server device 20
Then, the case determination table T in the various databases 205
From 1, a standard case suitable for reference in this case is searched. More specifically, a keyword is extracted from a sentence described in question level 3 which belongs to the large category of the option selected in question level 1 and belongs to the middle category of the option selected in question level 2, and the keyword is extracted. The items included in the small classification are searched from the case determination table T1. At this time,
Regarding the keywords, since a plurality of keywords are included in one case, a plurality of standard cases may be searched from the case determination table T1. In this case, as described above, the actual case and the standard case are searched. The standard case in which the sum of the weights ω _i of the keywords that match with is higher is preferentially selected.

The countermeasure for the selected standard case is sent to the terminal device 13 and displayed in a drop-down list in the “response to problem” 801 in the screens of FIGS. The operator informs the other party of the telephone while watching the countermeasure. The content given is selected. When a plurality of countermeasures are transmitted, a plurality of contents are selected.

The importance of the selected standard project is also
Sent to the terminal device 13 and shown in the screens of FIGS.
The importance of the case determination table corresponding to “importance” 802 is displayed, and the corresponding department of the status lamp 803 in the screens of FIGS.

When the telephone service is completed in this way, the status lamps at the respective service bases corresponding to the call center are pressed to change the color from red to green, thereby indicating that the processing at the call center 12 is completed. If the status lamp is being handled, the status lamp is left red.

Next, all entries are completed, and "Upda
When the “te” button 804 is clicked, a reception number is automatically assigned and stored in the reception case database 204.

At the same time, the processing flow automatic monitoring section 236 causes the countermeasure / importance / processing section automatic determination section 234 to execute.
The processing status data of the processing section determined in step (1) is added to each case record in the reception case database 204. Whether the processing of the processing section has been completed, is being processed, or has not been started is identified.

In the call center management company 30, the outsourcing company 40, and the other affiliated companies 50 other than the call center 12, the terminal devices 32, 42, and 52 access the server device 20 and use the functions of the various form creation units 226. The list of unprocessed cases can be displayed as shown in FIG. In this list, cases for which processing has not been completed are displayed in a list, and importance and processing status data are displayed together with the summary contents of the cases. As shown in the figure, the processing status data is “red” when the processing is not started in the processing department that should be involved in the case, “yellow” when the processing is in progress, and “yellow” when the processing is completed. Green ". The departments that do not need to be involved in the project are also "green." Each department sees the display of the processing status data, confirms the matter to be processed, and performs the processing. When the processing in each section is completed, each terminal device starts the processing in FIG.
And change the display of the lamp color in the corresponding department.

The department in charge can determine the case to be processed by the color of the lamp, and can determine the processing start time together with the importance of the case. Also,
For example, the work procedure is important for a certain matter,
When the processing of the next section has to be started after the processing of a section is completed, the start of the processing in the section can be determined by monitoring the display of the processing status data. This processing status data can be viewed by anyone who has a license to use the server device 20, and a plurality of related departments can check the data in parallel without considering the time difference. This allows the related parties to be involved to always pay attention to the processing status data, so that the processing or the preparation for the processing can be performed quickly, and the relevant processing department can process the status of other related processing departments. By browsing the importance and the degree of importance, it is possible to quickly carry out its own processing or preparation for the processing, and it is possible to accurately grasp the overall current processing state.

Similarly, it is preferable that the importance data can be browsed by a terminal device of the processing section via a communication network. This allows the related parties to be involved to understand the importance, and thus to perform the processing or the preparation for the processing accurately.

[0059]

As described above, claims 1 to 1
According to the invention described in (4), it is possible to eliminate individual differences among operators and to take appropriate and high-quality responses to various cases accepted at the call center.

Further, according to the invention described in claims 2 to 6, 8 to 12, the related processing department to be involved in the case received at the call center,
The processing status can be easily grasped.

[Brief description of the drawings]

FIG. 1 is a block diagram showing an overall configuration of a system for implementing a system of the present invention and a method of the present invention.

FIG. 2 is a configuration block diagram of the server device of FIG. 1;

FIG. 3 is a functional block diagram of the server device of FIG. 1;

FIG. 4 is a configuration block diagram of the terminal device of FIG. 1;

FIG. 5 is an example of a case data input screen.

FIG. 6 is an example of a case data input screen.

FIG. 7 is an example of a case data input screen.

FIG. 8 is an example of a case data input screen.

FIG. 9 is an example of a case data input screen.

FIG. 10 is an example of a non-matter list.

FIG. 11 is an image diagram of a case determination table.

FIG. 12 is an image diagram of a classification table.

[Explanation of symbols]

 12 Call Center 13, 32, 42, 52 Terminal Device 20 Server Device (Computer Device) 30 Call Center Management Company (Processing Department) 40 Outsourcing Company (Processing Department) 50 Affiliated Company (Processing Department) 204 Reception Case Database N Communication Network T1 Case Determination table

 ──────────────────────────────────────────────────続 き Continued on the front page F-term (reference)

Claims (14)

[Claims] 1. A telephone service processing system for responding to an inquiry, consultation, or the like received by telephone at each call center, wherein the call center is a terminal for inputting case data on the received case. And a server device accessible from a terminal device of the call center via a communication network and having a case determination table including countermeasure data for a predetermined case, wherein the server device is a terminal of the call center. Based on the case data input from the device, the measure data suitable for the case is extracted from the case determination table, and the extracted measure data is
It has an automatic determination unit that transmits to the terminal device of the call center and displays it on the terminal device of the call center, so that a call can be handled at the call center based on the countermeasure data displayed on the terminal device. Telephone service processing system. 2. The server device has a received case database in which case data input from a terminal device of the call center is stored. The case determination table relates to a predetermined case. The processing unit data representing the processing unit to be processed is included, and the automatic determination unit adds the processing unit data suitable for the received case to the case data and stores it in the reception case database. 2. The telephone service processing system according to claim 1, wherein said processing department data is transmitted to a terminal device of said call center, and said processing department data can be browsed by a terminal device of said processing department via a communication network. 3. The telephone service processing system according to claim 2, wherein the reception case database further stores processing status data of each processing department in addition to the processing department data. 4. The telephone service processing system according to claim 3, wherein the terminal device of each processing department can update the processing status data corresponding to the processing department via a communication network according to a processing status. 5. The case determination table includes importance data representing importance for a predetermined case, and the automatic determination unit converts the importance data suitable for the received case into case data. In addition to storing the data in the reception case database and transmitting the importance data to the terminal device of the call center, the importance data can be browsed via the communication network by the terminal device of the processing department. The telephone service processing system according to any one of claims 2 to 4. 6. The telephone service processing system according to claim 2, wherein the case determination table is created based on the received case database. 7. A computer device that performs batch processing for responding to inquiries and consultations received by telephone at each call center, the computer device being connected to a terminal device of the call center via a communication network, Based on the case determination table including the measure data for the predetermined case and the case data input from the terminal device of the call center, extract the measure data suitable for the case from the case determination table. A computer for a telephone processing service having an automatic determination unit for transmitting the countermeasure data in the extracted matter determination table to the terminal device of the call center and displaying the data on the terminal device of the call center. 8. The computer device has a received case database in which case data input from a terminal device of the call center is stored, and the case determination table relates to a predetermined case. The processing unit data representing the processing unit to be processed is included, and the automatic determination unit adds the processing unit data suitable for the received case to the case data and stores it in the reception case database. 8. The computer device for telephone processing service according to claim 7, wherein said processing department data is transmitted to a terminal device of said call center, and said processing department data can be browsed by a terminal device of said processing department via a communication network. . 9. The computer device for telephone processing service according to claim 8, wherein said reception case database further stores processing status data of each processing department in addition to said processing department data. 10. The telephone processing service computer apparatus according to claim 9, wherein said processing status data can be updated from a terminal device of a corresponding processing department according to the processing status via a communication network. 11. The case determination table includes importance data representing importance for a predetermined case, and the automatic determination unit converts the importance data suitable for the received case into case data. Additionally, the importance data is stored in the reception case database, the importance data is transmitted to the terminal device of the call center, and the importance data can be browsed through the communication network by the terminal device of the processing department. A computer device for a telephone processing service according to any one of claims 8 to 10. 12. The case determination table according to claim 8, wherein the case determination table is created based on the received case database.
A computer device for a telephone processing service according to any one of the preceding claims. 13. A terminal device for responding to a case such as an inquiry or a consultation received by telephone at each call center, wherein an input unit for inputting case data of the received case is provided; An output unit for outputting the case data to the server device, and extracting and transmitting the extracted case data based on the output case data from a case determination table including countermeasure data for a predetermined case included in the server device. A display unit for displaying countermeasure data suitable for the case, and a telephone processing service capable of receiving a telephone call at a call center based on the countermeasure data displayed on the display unit. Terminal device for. 14. A telephone service processing method for responding to a case such as an inquiry, a consultation, or the like, received by telephone at each call center, wherein the case data of the received case is transmitted from a terminal device of the call center. Via a communication network, input is made to a server device having a case determination table including countermeasure data for a predetermined case, and based on the case data input to the server device, a case suitable for the case is selected from the case determination table. The response plan data is extracted, the extracted countermeasure data is transmitted to the terminal device of the call center, and displayed on the terminal device of the call center, and at the call center based on the countermeasure data displayed on the terminal device, A telephone service processing method capable of handling telephone calls.