JP2002077403A - Operator-supporting system and supporting method in distributed type and residential type call centers, operator terminal and its applying method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an operator-supporting system in a distributed type and a residentiary type call centers, which facilitates operator management corresponding to distributed bases, such as satellite offices. SOLUTION: This operator supporting system in a distributed type and a residential type call centers is provided with a log state managing means 51 for managing the state where operator terminal 30 logs on or logs off to a network-providing CTI system 20 via a communication circuit 40, and a dealing state managing means 52 for discriminating whether the operator terminal 30 can be dealt with. The means 52 performs at least one state discrimination from among the states during dealing, state during dealing on standby, state during absence, of the operator in the operator terminal 30 and the state during logoff.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an operator support system in a distributed and home-based call center for assisting an operator who works in a satellite office or a home operator with a remote operation management and attendance management. Further, the present invention relates to an operator terminal suitable for an operator support system in a distributed call center and a home call center.

[0002]

BACKGROUND OF THE INVENTION Telecommuting is being promoted policy-wise by governments in the United States, Europe and Japan. For example, in Japan, “Utilization of information and communication functions promotes industrial location in areas where land prices are low. On the other hand, workers also use telecommuting (telecommunications work) and satellite offices in rural areas. Even if you live, you will have the opportunity to get a job you want. "(Electronic Communications Council 1994 report" Information and Communication Infrastructure Development Program ").

[0003] Telecommuting has the following advantages for workers, companies and society. The benefits of workers include reduced commuting time, enhanced family life,
The aim is to create employment opportunities for the elderly and disabled. The benefits of the company include securing talented operators, reducing expensive office rents in central Tokyo, providing 24/7 customer service,
It is to reduce labor costs and flexibly respond to changes in business volume. Social benefits include reducing commuting congestion, creating employment opportunities in rural areas, and realizing an eco-friendly society.

[0004] As an introduction example of such telecommuting, there is, for example, a call center that is in charge of consultation services and complaint processing for customers. The call center is disclosed in, for example, Japanese Patent No. 2939.
No. 465, CTI (Computer Telephony)
The use of the (Integration) system has the advantage that the customer contact business can be made much more efficient by linking the customer database of the company with the telephone service of the contact operator. Furthermore, the establishment of satellite offices is being promoted as an intermediate form between working from home and working in the office.

[0005]

However, unlike regular office work, it is difficult for an employer to constantly monitor the working conditions of employees, and for employees, the results of work performed by employees are reported to the employer. There was a problem that it was difficult to appeal. SUMMARY OF THE INVENTION An object of the present invention is to provide an operator support system in a distributed call center and a home call center that facilitates operator operation management corresponding to a distributed base such as a satellite office. Another object of the present invention is to provide an operator support system for a distributed and home-based call center that supports and operates operator work at each location at one location and at multiple locations when a call center that spans multiple locations such as a satellite office is constructed. Is to provide.

[0006]

According to the present invention, which solves the above-mentioned problems, an operator support system in a distributed and home-based call center, as shown in FIG.
0 includes a log state management means 51 for managing a state of logging on or off the network-provided CTI system 20 via the communication line 40, and a response state management means 52 for determining whether or not the operator terminal 30 is available. And
The response state management means 52 is configured to perform at least one state determination during reception of an operator of the operator terminal 30, waiting for reception, leaving a seat, or logging off.

With this configuration, the log state management means 51 allows the operator terminal 30 to use the network-provided C
It is possible to grasp whether the user logs on or off the TI system 20. Since the response status management means 52 can determine whether or not the operator terminal 30 can respond to a telephone inquiry from a customer, it is easy to select the operator terminal 30 to be connected to, for example, if there is an inquiry from the customer at present. . Furthermore, since the response status management means 52 performs at least one status determination during the reception of the operator of the operator terminal 30, during the waiting, waiting, or being logged off, the operating status of the operator terminal 30 can be grasped in detail. It is possible to obtain work evaluations and indicators of measures to improve the work efficiency of operators.

[0010] Preferably, the operator operation support server 50 constituting the operator support system in the distributed and home call center includes a statistical information unit 26 for collecting logs of an operator terminal 30 provided in the network providing CTI system 20 or If the configuration is provided with the log state totaling means 53 for directly collecting and totaling logs from the operator terminal 30, log collection can be performed automatically. In addition, if the operator operation support server 50 is configured to include the operator status calendar display means 54 for displaying the operation status and the response status of the operator terminal 30 in a calendar, the supervisor terminal 30 can be easily monitored. Further, if the operator operation support server 50 is configured to include a real-time connection status display unit 55 for displaying whether the operator terminal 30 is in a response waiting, leaving, responding, or logging off state, the working state of the home operator can be changed. Detailed information can be grasped in real time even from a remote location. The operator operation support server 50 reports the status of the operator terminal 30 including at least one of the login time, the unattended time, the number of responses, and the average response time of the operator terminal 30 in at least one of a daily report, a weekly report, and a monthly report. With the configuration having the operational status reporting means 56, a form for grasping the working status of the home operator can be easily obtained.

As shown in FIG. 1, an operator terminal according to the present invention for solving the above-mentioned problems has a terminal adapter 32 for connecting a fixed telephone 34 and a client terminal 36 to a telephone line. It has a fixed telephone 34 that responds, and a client terminal 36 that displays the history of the inquiring customer. Then, the client terminal 36 collects logs for logging on or off the network-provided CTI system 20.
And means 363 for transmitting the collected logs, and means 364 for reporting a status more detailed than the logs.

With this configuration, the client terminal 36 collects the log status of the operator terminal 30 and transmits it to the network-provided CTI system 20, or responds to the log collection polling from the operator operation support server 50. Log can be transmitted to the operator, and an operator support system in a distributed call center and a home call center can be easily constructed.

[0011] Preferably, the log transmission means 363 transmits the log to the network-provided CTI system 20 and the operator operation support server 50. Sends a log that determines logoff, response possible, response, and absence. In addition to the log transmitted to the network-provided CTI system 20, the detailed status of the response, that is, incoming call, disconnection, and post-processing is transmitted to the operator operation support server 50. As a result, the operator operation support server 50 can obtain the detailed status transition of the operator terminal 30 and can easily understand the work status even when working remotely, while sharing the community consciousness similar to office work among operators. Will be possible.

[0012]

Embodiments of the present invention will be described below with reference to the drawings. FIG. 1 is a configuration block diagram illustrating an embodiment of the present invention. In the figure, customer terminal 1
Reference numeral 0 denotes a voice transmitted from a fixed telephone, a mobile telephone, a PHS, an Internet telephone, or the like via the communication line 40. The network-provided CTI system 20 has a function of distributing an inquiry from the customer terminal 10 to the operator terminal 30, and includes an SCP (Service Control Point) 22, an IVR (Interactive Voice Response) 24, and statistics. It has an information section 26. The SCP 22 distributes the call to a plurality of locations according to the caller area, the calling telephone number, the postal code, the member number, and the connection destination of the customer terminal 10. In order to distribute the call, the voice guidance of the IVR 24, for example, "A insurance. Please press 1 and # for inquiries, 2 and # for application" The SCP 22 has a function of interactively distributing a call using a response from the customer terminal 10 to voice guidance. The statistic information unit 26 performs connection control such as toll free, and has a customer database.
In addition, a log history of the call status of the operator terminal 30 is provided. The network-provided CTI system 20 is suitable for network services such as, for example, a "toll-free intelligent service" provided by NTT Communications Corporation and a "0-800-***" service provided by a long-distance telephone company in the United States. It is.

The operator terminal 30 has a terminal adapter (ter).
A minal adapter 32, a fixed telephone 34, a client terminal 36, and a database 38 are provided. The terminal adapter 32 is equipped with ActiveX-compatible middleware, for example, which Micro Soft is promoting standardization,
A single telephone line is connected to the fixed telephone 34 and the client terminal 3
6 can be shared. Client terminal 36
For example, a personal computer compatible with ActiveX is used, and a front office application is installed. The client terminal 36 has a log collection function 362, a log transmission function 363, and a status report function 364 as agent-side software 361. The communication line 40 includes an analog wired line, a digital wired line, a mobile phone line, a mobile communication line, a satellite communication line, and the like. Database 38
Represents a magnetic disk or R connected to the client terminal 36.
It is constructed on a storage medium such as an AM, records a log of the operator terminal 30 collected by the agent side software 361, and has a customer database.

The operator operation support server 50 includes a log status management unit 51, a response status management unit 52, a log status totalization unit 53, an operator status calendar display unit 54, a real-time connection status display unit 55, and an operation status reporting unit 56. I have. The operator operation support server 50 has a UNI (User Network Interface) between itself and the network providing CTI system 20, and can access the network providing CTI system 20.
Further, the operator operation support server 50 can directly upload the log using the agent side software 361 of the contracted operator terminal 30. The supervisor terminal 60 uses the statistical information of the operator operation support server 50 to respond to the call from the customer terminal 10 by using the operator terminal 3.
It helps to manage whether 0 corresponds properly.

The log status management means 51 is provided by the operator terminal 30 via the communication line 40 to provide a network-provided CTI.
It manages the state history of logging on and off the system 20. The response state management means 52 determines whether or not the individual operator terminal 30 can respond to a call from the customer terminal 10. The log state totalizing unit 53 collects and totals logs from the statistical information unit 26 of the network-provided CTI system 20 and each operator terminal 30. The operator status calendar display means 54 displays the operating status and the response status of each operator terminal 30 on a calendar. The real-time connection status display means 55 is provided for each operator terminal 3.
Numeral 0 indicates which state is waiting for a response, leaving a seat, answering, logging off, etc., and is useful for sorting which operator terminal 30 is connected to a call from the customer terminal 10, for example. The operation status reporting means 56 reports the status of the operator terminal 30 such as the unattended time, the number of responses, and the average response time of each operator terminal 30 in the form of a daily report, a weekly report, a monthly report, and the like. It is useful for grasping the operation state of the operator terminal 30.

The operation of the apparatus having the above-mentioned configuration will be described below. FIG. 2 shows the case where the operator terminal is a network providing type C
FIG. 10 is an explanatory diagram of a series of procedures from logging on to a TI system to logging off. First, the operator logs in to the network-provided CTI system 20 (S
100), a password is input to the operator terminal 30 (S102). Then, the operator terminal 30 compares the password registered in advance with the input password to determine whether the password is valid (S104). That is,
If the two passwords do not match, it is determined that the operator is not the operator himself and login is not permitted (S106).
On the other hand, if the two passwords match, the operator is regarded as the operator himself and login is permitted (S10).
8) The login is recorded in the database 38 of the client terminal 36 (S110). On the other hand, the network-provided CTI system 20 recognizes that the operator terminal 30 has logged in to the NW (network) service (S114), and thereafter acquires the state transition of the operator terminal 30 and records it in the statistical information unit 26. (S11
6).

Next, the state transition of the operator terminal 30 will be described (S120). The response is available when the operator terminal 30 is in the logged-in state, and the operator is seated and waiting for a call from the customer terminal 10 (S12).
2). During the reception, the operator terminal 30 is in a logged-in state, and the operator is responding to an inquiry from the customer terminal 10 (S124).
126), busy (S128), and post-processing (S130). During a call, a state in which the customer terminal 10 notifies the operator of the incoming call. During a call, the operator is answering the customer by telephone. During post-processing, the operator operates the nearest customer terminal 10.
This means that it cannot respond to a call from another customer terminal 10 because it is performing business processing in response to an inquiry from the customer. The state transition of the state during the response of the operator terminal 30 is recorded in the database 38 (S132). While you are away,
The operator is required to be away from the operator terminal 30 and cannot respond to an inquiry from the customer terminal 10 (S134). The time zone of the operator terminal 30 that is away from the seat is also recorded in the database 38 (S13).
5).

When the operator terminal 30 logs off from the network-provided CTI system 20 (S136),
The log-off is recorded in the database 38 of the client terminal 36 (S138). In the network providing CTI system 20, the operator terminal 30
It is recognized that the user has logged off to the (network) service (S140).

FIG. 3 is an explanatory diagram of a log collection function by the agent side software of the client terminal constituting the operator terminal. The terminal code of the client terminal 36 is "AAAAA", and the time includes year, month, day, hour, minute, and second. The operation contents are login, answer available, incoming call, answer,
The state is changed to disconnection, post-processing, available, away, available, and logoff. Here, the log collection function 362 collects all the above states as a log, and the log transmission function 363.
Can upload the log collected by the log collection function 362 to the operator operation support server 50. Since the network-provided CTI system 20 does not require a detailed log as compared with the operator operation support server 50, the network provided CTI system 20 determines the log-in, log-off, response possible, response, and absence, but the detailed status of the response. No distinction is made during incoming, disconnect, or post-processing.

FIG. 4 is an explanatory diagram in which the operator operation support server compiles logs from an operator terminal or a network-provided CTI system. The operator operation support server 50 includes a counting server 57, a statistics server 58, and a billing server 59. The tallying server 57 corresponds to the log state tallying unit 53, and tallyes state transition logs recorded in the database 38 constituting the operator terminal 30. There are two types of log aggregation of the aggregation server 57, the first type is uploading directly from the operator terminal 30 without passing through the network-provided CTI system 20, and the second type is statistics of the network-provided CTI system 20. The log of the state transition of each operator terminal 30 recorded in the information section 26 is downloaded.
The statistics server 58 edits the state transition log of each operator terminal 30 totaled by the totalization server 57 so as to be suitable for statistical processing. The billing server 59 is provided for each operator terminal 30
Calculate the salary of the operator by looking at the employment status of the operator in the above, or charge the user who is the user the usage fee of each operator terminal 30.

FIG. 5 is a diagram for explaining the relationship between the processing of the statistics server and the user of the supervisor terminal. The statistics server 58 displays the operation of each operator terminal 30 (S200) and the response status (S202). The calendar display screen 581 displays the employment result and employment schedule of each operator terminal 30 person in charge, and corresponds to the operator status calendar display means 54. The user of the supervisor terminal 60 browses the calendar display screen 581 to create an operation schedule, or creates a WWW (World Wide
b) allows confirmation from a remote site.

The response status display screen 583 corresponds to the operation status reporting means 56, and displays daily, weekly, and monthly reports on the status of the operator terminals 30, such as the time of leaving each operator terminal 30, the number of responses, and the average response time. And so on. The user of the supervisor terminal 60 uses the response status display screen 583 to index the operation of the operator. For example, the user of the supervisor terminal 60 divides the operators into A, B, and C ranks. Also, when the reward standard for operators is piece-based,
A reward criterion is displayed using the number of receptions, sitting time (response possible + during response), and response time (during response).

FIG. 6 is an explanatory view of collecting the current log of the operator terminal by the tallying server. The aggregation server 57 also has a function corresponding to the real-time connection status display means 55, polls the operator terminals A, B, and C, receives status notifications from the operator terminals A, B, and C, Perform tallying. The counting server 57 counts that the operator terminals A and B are responding and the operator terminal C is in a logoff state. The status notifications of the operator terminals A, B, and C totaled by the totaling server 57 can also be viewed from the supervisor terminal 60.

FIG. 7 is an explanatory diagram of the cooperation between the network providing CTI system and the supervisor terminal. The statistics server 58 has a calendar display screen 581. The supervisor terminal 60 has an operator terminal operation schedule creation screen 601 and an operator management screen 605. The network-provided CTI system 20 uses a customer control function,
The operation schedule information of the operator terminal created based on the operator management information of the supervisor terminal 60 is uploaded.

FIG. 8 is an explanatory diagram of the cooperation between the supervisor terminal and the operator terminal. Operator terminals A, B, C
There is a problem that, when an operator who uses the service is working from home, communication and community awareness that occur naturally among operators working in the office are unlikely to occur. Therefore, the supervisor terminal 60 can be provided with a function of fostering communication and community awareness among operators who work from home. That is, the supervisor terminal 6
At 0, the response script is updated for the operator terminal A and a new FAQ (Frequently Asking Question) is added. In addition, a response history is left as a test call to the operator terminal C to supervise the response status of the operator to the customer. These supervisor terminals 6
The information exchanged between 0 and the individual operator terminals 30 is placed in a state where it can be viewed on other operator terminals 30 within a range that fosters community awareness among operators. As a result, even an operator working from home can create an environment close to the operators working in the office, which is useful for fostering communication and community awareness.

In the above embodiment, the case where the operator terminal is installed at the telecommuter's house is shown, but the present invention is not limited to this, and the operator terminals are distributed and arranged like a satellite office. The CTI system may be installed in a working place where a plurality of call centers share a network-provided CTI system. Further, in the above embodiment, the case where the operator operation support server is installed independently of the equipment of the network providing CTI system has been described. However, the present invention is not limited to this. An operator operation support server may be included as a part of the function.

[0027]

As described above, according to the operator support system in the distributed and home call center of the present invention, the state in which the operator terminal logs on or off the network-provided CTI system via the communication line is managed. Log state management means, and a response state management means for determining whether or not the operator terminal is available, wherein the response state management means is at least during the reception of the operator of the operator terminal, waiting for reception, leaving, or logging off. Since it is configured to perform one state determination, it is possible to determine whether or not the operator terminal can respond to a telephone inquiry from a customer even when working remotely. In addition, since the response state management means determines whether the operator of the operator terminal is responding, waiting, waiting, or logging off, it is possible to grasp the details of the operating state of the operator terminal, to evaluate the operator's work and the operator's work. An index of measures to increase efficiency can be obtained.

According to the operator terminal of the present invention,
A terminal adapter for connecting a fixed telephone and a client terminal to a telephone line, a fixed telephone for an operator to respond to an inquiry from a customer by voice, and a client terminal for displaying the history of the customer to be inquired. Since the system includes means for collecting logs to log on or log off to the system, means for transmitting the collected logs, and means for reporting a status more detailed than the logs, the client terminal can change the status of the logs of the operator terminal. It can collect and send it to the network-provided CTI system, or send logs in response to log collection polling from the operator operation support server, making it easy to build operator support systems in distributed and home call centers. it can.

[Brief description of the drawings]

FIG. 1 is a configuration block diagram illustrating an embodiment of the present invention.

FIG. 2 shows a network-provided CTI provided by an operator terminal.
FIG. 7 is an explanatory diagram of a series of procedures from logging on to a system until logging off.

FIG. 3 is an explanatory diagram of a log collection function by agent-side software of a client terminal constituting an operator terminal.

FIG. 4 is an explanatory diagram in which an operator operation support server counts logs from an operator terminal or a network-provided CTI system.

FIG. 5 is a diagram illustrating a relationship between processing of a statistics server and a user of a supervisor terminal.

FIG. 6 is an explanatory diagram of collecting a log of a current operator terminal by a totaling server.

FIG. 7 is an explanatory diagram of cooperation between a network providing CTI system and a supervisor terminal.

FIG. 8 is an explanatory diagram of cooperation between a supervisor terminal and an operator terminal.

[Explanation of symbols]

 Reference Signs List 10 customer terminal 20 network-provided CTI system 30 operator terminal 40 communication line 50 operator operation support server 60 supervisor terminal

 ──────────────────────────────────────────────────続 き Continuing from the front page (72) Ryuichi Higashigata Inventor, Ryoichi Higashigata 2-2-2 Otemachi, Chiyoda-ku, Tokyo Urbannet Otemachi Building (72) Inventor Asako Sakata Chiyoda, Tokyo 2-2-2 Otemachi-ku Urbannet Otemachi Building Inside NTMI Corporation (72) Inventor Masahiko Fujimoto 3-15 Babacho, Chuo-ku, Osaka-shi, Osaka West Japan Telegraph and Telephone Corporation (72) Inventor Yasuhiko Sasakawa 2-2-2 Otemachi, Chiyoda-ku, Tokyo Urbannet Otemachi Building Inside NTMI Corporation (72) Inventor Yoshiki Ida 2-2-2, Otemachi, Chiyoda-ku, Tokyo Urbannet Otemachi Building Inside NTMI Co., Ltd. (72) Inventor Takahiro Yanagita Tokyo 2-2-2 Otemachi, Chiyoda-ku Urbannet Otemachi Building NTT TMI Corporation F-term (reference) 5B089 GA11 GA21 GB02 JA35 JB14 KA13 KB04 KB11 KB12 KC59 LB14 MC02 5K024 AA21 AA41 GG03 5K101 LL01 MM07 NN07

Claims (11)

[Claims] 1. Log state management means for managing a state in which an operator terminal logs on or off a network-provided CTI system via a communication line, and determines whether the operator terminal can respond to an inquiry from a customer. Response state management means for determining, wherein the response state management means performs at least one state determination during reception of an operator of the operator terminal, waiting for reception, leaving, or logging off. And an operator support system in a home-based call center. 2. The operator support system in a distributed and home-based call center according to claim 1, further comprising: a statistical information unit for collecting logs of the operator terminal provided in the network providing CTI system, or the operator. An operator support system in a distributed call center and a home call center, comprising a log state totalizing means for collecting and totaling logs directly from terminals. 3. The operator support system in a distributed call center and a home call center according to claim 1, further comprising an operator status calendar display means for displaying a calendar of an operation status and a response status of the operator terminal. An operator support system in a distributed call center and a home call center. 4. The operator support system in a distributed and home-based call center according to any one of claims 1 to 3, wherein the operator terminal waits for a response, is away from the desk, is responding, or logs off. An operator support system in a distributed and home-based call center, characterized by having a real-time connection status display means for displaying whether or not there is a terminal. 5. The operator support system in a distributed and home-based call center according to claim 1, further comprising: a login time, a leaving time, a number of responses, and an average response time of the operator terminal. An operator support system in a distributed and home-based call center, comprising an operation status reporting means for reporting the status of the operator terminal including at least one of the daily, weekly and monthly reports in at least one format. 6. A state in which the operator terminal logs on or off the network-provided CTI system via a communication line, and determines whether or not the operator terminal can respond to an inquiry from a customer. An operator support method in a distributed call center and a home call center. 7. A procedure for managing a state in which an operator terminal logs on or off a network-provided CTI system via a communication line, and a procedure for determining whether the operator terminal can respond to an inquiry from a customer. And a computer-readable recording medium recording an operator support program in a distributed and home-based call center that causes a computer to execute. 8. An operator terminal having a terminal adapter for connecting a fixed telephone and a client terminal to a telephone line, a fixed telephone capable of responding to an inquiry from a customer by voice, and a client terminal for displaying a history of the customer who makes the inquiry. An operator terminal comprising: means for collecting a log for logging on or off the network-provided CTI system; means for transmitting the collected log; and means for reporting a status more detailed than the log. . 9. A log transmission destination of the log transmission means is the network-provided CTI system and an operator operation support server. The operator terminal logs in, logs off, and responds to the network-provided CTI system. Possible, response, and transmits a log that has been determined to be away from the seat, to the operator operation support server, in addition to the log transmitted to the network-provided CTI system,
9. The operator terminal according to claim 8, wherein the detailed status of the response is transmitted while distinguishing between incoming call, disconnection, and post-processing. 10. An operator terminal collects logs for logging on or off the network-provided CTI system, transmits the collected logs to the network-provided CTI system, and collects the logs and a more detailed status than the logs. Using the operator terminal, including reporting to the operator operation support server. 11. A procedure for an operator terminal to collect a log for logging on or off the network-provided CTI system, a procedure for transmitting the collected log to the network-provided CTI system, A computer-readable recording medium on which is recorded a procedure for reporting detailed status to the operator operation support server, and an operator terminal program for causing a computer to execute the procedure.