JP2002092301A - Telephone business support system and its method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a telephone business support system and a method therefor capable of running business at high business efficiency and running delicate business according to customers without degrading the business efficiency. SOLUTION: This telephone business support system is used when an operator calls a concerned customer to have a business talk. The system has a server device 12 for determining pro and con of calling the concerned customer when the operator calls the customer. The system has a route control server 32 for preventing a calling error for a customer specified not to be called.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone sales support system and method, and more particularly, to a sales support system and a sales support method used when an operator calls a customer to conduct business and negotiates negotiations. .

[0002]

2. Description of the Related Art There are various forms of sales activities. In sales activities that have been generally carried out in the past, a sales person called a sales person brings a catalog of goods or a sample of goods to one person. The so-called door-to-door sales, which visit and sell homes or corporations at each eave, have been typical. In this door-to-door sales, a procedure is performed in which a sales person explains goods based on a catalog or a sample of goods brought, and further negotiates a price while answering a question from a customer. Therefore, this sales method is effective when selling a new product that requires a large number of product descriptions to the customer.

[0003] Also, unlike the above-mentioned business method, a business method of making a business without directly facing a customer by making a telephone call to a telephone number listed in a telephone directory, for example, has been conventionally performed. This business method does not require labor such as visiting a home or a corporation on its own, and does not require any time required for the business operator to move, unlike the business method described above. Therefore, sales can be performed to different homes or businesses one after another, which has an advantage of high sales efficiency. This business method is generally called a tele appointment.

[0004]

By the way, the above-mentioned sales by teleappoint is performed by a plurality of operators who make sales by telephone. When these operators conduct sales, it is necessary to avoid performing duplicate sales. The reason for this is that conducting business with the same customer will cause a decrease in business efficiency and will cause trouble for customers who have performed business multiple times. For this reason, conventionally, the telephone directory classified for each area is divided into a predetermined size, and the divided telephone directory is assigned to each operator for business. This method does not cause the above-described problem that the business is duplicated.

[0005] However, when selling a certain product, for example, if the customer already owns the product to be sold, or in the case of a corporation, if there is information indicating the size of the corporation, the sales efficiency is improved. be able to. Usually, this type of information is information that is accumulated from past sales.
Conventionally, even if this kind of information is recorded, since it is recorded on a paper medium such as a customer ledger, there is a problem that it takes time to extract the information, which hinders improvement in efficiency. In addition, since the details of this information vary depending on the operator, when another operator performs business in place of the operator in charge of a certain area, the information on the customer accumulated by the operator can be sufficiently obtained by the other operator. There was a problem that it could not be used.

[0006] Further, if the customer is a customer, and if the operator in charge of a certain area does not change and continues to be in charge of sales after that, the operator who has performed sales in the past will check the past sales results. Based on this, the customer can smoothly conduct sales to the customer, but if another operator does business for the customer, it is not possible to communicate smoothly with the customer However, there is a problem that the customer is troubled. For example, a customer who has purchased a product, for example, a copy device after receiving business from an operator in the past, when asking the model of the copy device again from the operator when ordering a toner as a consumable, the operator is considered as a customer. I can't help even if it is judged that the response is bad. Also, as described in the above example, it is more convenient for the customer's customer to regularly operate the toner, which is a consumable, instead of checking the toner remaining amount and making an order. . As described above, it has been difficult in the past to perform detailed responses according to customers without reducing operating efficiency

[0007] The present invention has been made in view of the above circumstances, and it is possible to perform business with high business efficiency, and to carry out detailed business activities tailored to customers without reducing the business efficiency. It is an object to provide a support system and method.

[0008]

Hereinafter, in the examples shown in this section, for ease of understanding, each constituent element of the present invention will be described with typical reference numerals shown in the drawings of the embodiments. The configuration of the present invention or each component requirement is not limited to those restricted by these reference numerals. In order to solve the above problems, a telephone sales support system according to the present invention is a telephone sales support system used when an operator makes a telephone call to a customer target person to conduct business negotiations, Customer information database (D
3) and the telephone number of the customer target who is connected to the network (N1) and performs at least negotiations with the operator, and the customer information on the customer target stored in the customer information database are displayed. Terminal devices (22a, 22b) for inputting information according to the operation;
The telephone number is connected to the network (N1), and the telephone number and the date and time when the telephone number was called are stored in association with each other.
A server device (12) for determining whether or not a call to the customer target person is possible, and the terminal device (22a, 22b)
When the server device (12) determines that a telephone call to the customer target person is possible, an operator conducts a business negotiation using the telephone, and performs an operation according to the operator according to the result of the business negotiation. The new customer information is input, and the server device (12) is connected to the terminal device (22a, 22).
When new customer information is inputted from b), the customer information on the customer target of the negotiation partner stored in the customer information database (D3) is updated to the new customer information, and the terminal device (22a) is updated. , 22b) transmits the updated customer information to the terminal device (22a, 22b) when there is a display request for customer information on the customer target. Further, the telephone sales support system of the present invention is characterized in that the customer target has predetermined attribute information, and the customer information is classified for each attribute information and assigned to each operator. Also, in the telephone sales support system of the present invention, the customer target person has predetermined attribute information, and a customer master database (D1) storing at least a name or a name and a telephone number of the customer target person; Classification information storage means (D2) for storing information classified for each
The server device (12) is connected to the terminal device (22a, 2).
2b) extracting the name or name and telephone number of the customer target from the customer master database (D1) in accordance with the attribute information input from the customer master database (D1);
For 2), the attribute information is stored for each attribute information. In the telephone sales support system according to the present invention, the attribute information includes regional information.
Further, in the telephone sales support system of the present invention, the server device (12) may include a name or a name and a telephone number of a customer target stored in the classification information storage means (D2) and the customer information database (D3). Is generated by associating the customer information with the customer information relating to the customer target stored in the attribute information. Further, in the telephone sales support system of the present invention, the server device (12) responds to instruction information input from the terminal devices (22a, 22b),
The classification customer information is assigned to each of the operators. Further, the telephone sales support system of the present invention provides the terminal device (22) in accordance with an operation of an operator.
a, 22b), based on the selection instruction information transmitted from
The server device (12) selects a customer target from the classified customer information assigned to the operator and transmits the telephone number of the customer target to the terminal device (22a, 22b) for display. I have. Further, the telephone sales support system of the present invention includes the terminal device (22a, 2a).
2B), an icon (B70) for calling the telephone number transmitted from the server device (12) is provided. Further, the telephone sales support system of the present invention provides a terminal device (22a, 2a) connected to the network (N1) by the operation of the operator.
2b), when the negotiation closing information indicating the closing of the negotiation is transmitted, the server device (12) transmits the information of the operator together with the negotiation closing information to another terminal device connected to the network ( 22a, 22b). Further, in the telephone sales support system of the present invention, the server device (12) tabulates the information on the business status input by the operator operating the terminal devices (22a, 22b) for each predetermined time or for each item. It is characterized by: The telephone sales support method of the present invention is a telephone sales support method used when an operator makes a telephone call to a customer target and conducts business negotiations, wherein at least the telephone number of the customer target and the customer Displaying, on the terminal device, customer information on the customer target stored in the information database; and when the operator calls the customer target and conducts negotiations, Judging whether or not the telephone call is possible, and when it is determined that the telephone call to the customer target is acceptable, the terminal device follows the operation of the operator according to the result of the negotiation using the telephone. A step of inputting new customer information; and a step of inputting new customer information from the terminal device, wherein the new customer information is stored in the customer information database. Updating the customer information to the new customer information, and when there is a display request for customer information relating to the customer target of the negotiation partner from the terminal device, the updated customer information is sent to the terminal device. And transmitting. The telephone sales support method of the present invention is a telephone sales support method used when an operator makes a telephone call to a customer target and conducts business negotiations, wherein at least the telephone number of the customer target and the customer Displaying, on the terminal device, customer information on the customer target stored in the information database; and when the operator calls the customer target and conducts negotiations, Judging whether or not the telephone call is possible, and when it is determined that the telephone call to the customer target is acceptable, the terminal device follows the operation of the operator according to the result of the negotiation using the telephone. A step of inputting new customer information; and a step of inputting new customer information from the terminal device, wherein the new customer information is stored in the customer information database. Updating the customer information to the new customer information, and when there is a display request for customer information relating to the customer target of the negotiation partner from the terminal device, the updated customer information is sent to the terminal device. And transmitting. The customer target person has predetermined attribute information, and the customer information is classified for each attribute information and assigned to each operator. Also,
The telephone sales support system of the present invention further includes a route control server (32) for storing a telephone prohibition number instructed to prohibit telephone calls and determining whether or not to call the customer target indicated by the telephone prohibition number. It is characterized by: Also,
The telephone sales support system according to the present invention includes the terminal device (22)
a, 22b), the date and time of the next call to the customer target is input in advance, and the terminal device (22a, 22b)
Is characterized by displaying that a call is scheduled to be made at a predetermined time before the input date and time at the date and time. Further, the telephone sales support system according to the present invention is characterized in that the terminal device (22a, 22b) displays a message from a manager input in advance. Also,
In the telephone sales support system of the present invention, the customer master database (D1) further stores the address of the customer target person, and the server device (12) responds to the attribute information input from the terminal device. An address is extracted and stored in the classification information storage means (D2) for each of the attribute information. Further, the telephone sales support method of the present invention is characterized in that the method further includes a step of preferentially assigning customer information relating to a customer target for whom an order is considered likely to be assigned to each of the operators.

[0009]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, a telephone sales support system and method according to an embodiment of the present invention will be described in detail with reference to the drawings. FIG. 1 is a diagram schematically illustrating an overall configuration of a sales support system according to an embodiment of the present invention. FIG.
Reference numeral 10 denotes a server site where the server device 12, various databases D1 to D4, and the log recording device D5 are arranged. Reference numeral 20 denotes a tele appoint center, which is a place where an operator calls a customer target and performs business, that is, a place where business is performed by so-called tele appointment. Further, reference numeral 30 denotes an exchange installation location, and reference numeral 40 denotes a location where the target customer is located.
In the present embodiment, the target customer refers to the owner or housewife of a general family, or in the case of a privately owned shopkeeper or corporation, a person in charge of the general affairs department or other natural person.

In the present embodiment, it is assumed that there is an operator manager who manages the operators and a system manager who manages the entire system, in addition to the operators who conduct business by telepoint and the target customers.
The operator administrator has the authority to manage the tele appoint center 20, decides the business destination of the operator, and manages the business result of the operator. The system administrator has a higher authority than the operator administrator. For example, when there are a plurality of tele appoint centers 20, the system administrator has an authority to manage all the tele appoint centers 20, and notifies all operators of system failures and the like.

The server site 10, the telepoint center 20, and the switch installation location 30 are located on a LAN (Local Area N).
The network 30 is connected via a public network N2 such as a telephone line, and the exchange installation location 30 and the location 40 where the target customer is located are connected.
Note that the server site 10, the telepoint center 20, and the switch installation location 30 may be provided on the same site, or the telepoint center 20 may be located at a remote location with respect to the server site 10. Further, in FIG. 1, only one telepoint center 20 is shown, but, for example, one or more telepoint centers 20 are provided for each prefecture, and each telepoint center 20 is connected to the server site 10 via the network N1. The form is preferred.

Next, the configuration inside the server site 10 will be described. The server site 10 is configured by connecting a server device 12, a customer master database D1, a list master database D2, a customer information database D3, a user database D4, and a log recording device D5. The customer master database D1 stores information such as names or names and addresses or residences or addresses of individuals or corporations to be customers, telephone numbers and, in the case of businesses, information on the type of business. Information of a unit of 件 to tens of millions is stored. In the present embodiment, the customer master database D1 is assumed to be, for example, a general database provided by a communication company.
In FIG. 1, they are arranged and shown in the server site 10 for convenience. In other words, the customer master database D1 may be located in the server site 10, for example, via a dedicated line or a communication line such as the Internet.
May be connected.

The list master database D2 is created based on information extracted by the server device 12 searching the customer master database D1 based on, for example, attribute information designated by an operator manager. The attribute information includes, for example, regional information. When the operator specifies the area information to create the list master database D2, for example, by specifying "AAA prefecture", the server device 12 searches the customer master database D1 using "AAA prefecture" as a key, Extract the relevant information. In this case, an individual or a corporation whose address or place of residence is "AAA prefecture" is extracted from the customer master database D1, and the information is stored as a list in the list master database D2. Also, in the above example,
When a list of "AAA prefectures" is created, the list can be further subdivided for each area within the AAA prefectures. At this time, a list is created for each designated area. The reason for creating the list in this way is to increase the efficiency of sales. In other words, for example, by creating a list for each region information, business destinations are classified by region. As a result, the business destinations do not overlap, and wasteful business can be prevented beforehand, so that business efficiency can be improved. In addition, by including the address of the customer target in this list, the district is concentrated at the time of generating the list (for example, a list including many customer targets having addresses near a specific station is generated), so that business can be conducted. When traveling is involved, traveling time, cost, and the like can be reduced, and as a result, business efficiency can be improved.

The customer information database D3 is a database that stores the current status of the customer target person with respect to the commercial product. In the present embodiment, description will be given by taking as an example a product to be sold, a personal computer (hereinafter referred to as a PC), a subscription to an Internet connection provider, and a subscription to a rental server. In other words, when the sales target product is a PC, the customer information is P
Information such as the presence / absence of C and the number of owned PCs if the PC is owned. In addition, when subscribing to an Internet connection provider, the customer information is information on whether or not the provider has already subscribed, and if so, which provider name and monthly fee, etc. If there is no such information, the information is information such as whether or not there is a plan to subscribe and an allowable fee. The subscription to the rental server is the same as the subscription to the provider.

The user database D4 is a database for storing information on operators, operator managers, and system managers. Unique user ID for operator, operator administrator, and system administrator
Is assigned. In the case where an operator, an operator administrator, and a system administrator are not distinguished, these persons are collectively referred to as users. User database D4
Is a user name (hereinafter, referred to as a user name), a user ID, a password for using the system, an affiliation,
Information such as a position and a group is recorded in a record format for each user. This user database D4 is used for centrally managing users and managing the sales performance of operators and the like.

The log recording device D5 records the business situation of the operator, for example, at what time and to which customer target the customer made a business call, and the result of the business one by one.
Information on this business situation is available at Telepoint Center 2
. Are provided to the server device 12 in response to an operator's operation. For example, when the operator operates the terminal devices 22a, 22b,... And makes a call to the customer target, information on the time and the destination of the call is transmitted. Further, when the salesperson operates the terminal devices 22a, 22b,... And inputs the information indicating the conclusion of the negotiation, the information indicating which operator has closed the negotiation with which customer is transmitted. .

The server device 12 reads various types of information from the customer master database D1, the list master database D2, the customer information database D3, the user database D4, and the log recording device D5, performs predetermined processing, and performs terminal processes 22a and 22b. , And information transmitted from the terminal devices 22a, 22b,..., The customer master database D1, the list master database D2,
Customer information database D3, user database D4,
And, it is stored in any one or a plurality of log recording devices D5 to control the operation of the entire system. In particular, the server device 12 determines whether it is acceptable to make a call to the telephone number instructed from the terminal devices 22a, 22b,... Based on the information recorded in the log recording device D5. If it is determined that the call should not be made, control is performed so as not to call the specified telephone number.

For example, it is conceivable that after a certain operator makes a call to a customer target and conducts business, another operator immediately conducts business to the customer target. Such a situation causes a great deal of inconvenience to the customer target and must be avoided. Therefore, based on the information recorded in the log recording device D5, the server device 12, for example, when instructed to call again a customer who made a business by calling yesterday, makes the call. It is determined that it is not allowed to do so, and a message to that effect is displayed on the terminal devices 22a, 22b,.

Next, the tele appoint center 20 will be described. As described above, the tele appoint center 20 is a place where the operator calls the target customer and conducts business, and a plurality of terminal devices 22a, 22b,.
Is provided. These terminal devices 22a, 22b,.
A display device such as a CRT (Cathod Ray Tube) or a liquid crystal display device for displaying various information transmitted from the server device 12 is provided, and a keyboard and a mouse for inputting input information according to an operation of an operator are provided. (Not shown). Each of the terminal devices 22a, 22b,... Is connected to the server site 10 and the exchange installation location 30 via the network N1.

Headsets 24a, 24b,... Are connected to the terminal devices 22a, 22b,. These headsets 24a, 24b,... Are arranged on the operator's head, and transmit voice information of customer information transmitted through the public network N2 and the switch installation location 30 to the operator as voice. Is transmitted as voice information to the customer target via the exchange installation location 30 and the public line network N2. Headset 24a,
Are connected to the terminal devices 22a, 22b,... Because the operation of making a call is performed by the terminal devices 22a, 22b,.
... That is, although the details will be described later, even if the operator does not press the push button of the telephone several times to specify the telephone number of the customer target, the operator can call the customer target only by clicking the button provided on the mouse once, for example. This will increase sales efficiency and prevent mistakes in making phone calls. In FIG. 1, only the telephone 42 is shown in the place where the customer target indicated by reference numeral 40 is located. The customer target person uses the telephone 42 to negotiate with the operator by voice. Also, the terminal devices 22a, 22b,.
And a plurality of handset telephones 26 in addition to the headsets 24a, 24b,... For example, server device 1
If 2 fails, the operator will use the telephone 26 to conduct business.

At the exchange installation location 30, there are provided a route control server 32 for storing a telephone prohibition number which is prohibited from making a telephone call, and an exchange 34. Exchange 34
Calls the designated telephone number when there is a telephone instruction from the terminal devices 22a, 22b,... On the other hand, when there is a telephone instruction from the telephone set 26 arranged in the tele appoint center 20, the route control server 32 is inquired as to whether or not the instruction is a telephone instruction to the telephone prohibition number. If it is a telephone instruction, make a call to the indicated telephone number.

The routing control server 32 stores the telephone prohibition number, and is used not only when the operator makes a call using the terminal devices 22a, 22b,. , In order to prevent the user from making a call to the phone prohibited number. The route control server 32 is provided, for example, to prevent a call to a specific customer (for example, a special customer such as a customer who has caused trouble or a socially dangerous customer).
The route control server 32 records a call record (telephone number, call time) using the telephone set 26 being processed.

Next, the operation of the telephone sales support system according to one embodiment of the present invention will be described. In the present embodiment, the operations performed by the operator, the operator administrator, and the system administrator are different from each other. Therefore, the following description will be given of the operations performed by each of these operators.
[Operations Common to Operators, Operator Administrators, and System Administrators] First, for example, the user operates terminal devices 22a, 22b,.
Is activated, the display shown in FIG. 2 is made.
FIG. 2 is a diagram showing an example of a login screen displayed when any one of the terminal devices 22a, 22b,. The login screen shown in FIG. 2 is provided with an input field L1 for inputting a user ID and an input field L2 for inputting a password. When the user enters the input field L1,
When the user ID and the password are input to L2, the user ID and the password input from the terminal device operated by the user are transmitted to the server device 12. The server device 12 searches whether or not the transmitted user ID is stored in the user database D4. If the stored user ID is stored, the transmitted password is set to the user ID.
An authentication process is performed to determine whether the user is a legitimate user by determining whether the password is recorded corresponding to D. If the user is determined to be a legitimate user in the authentication process, information on the user, such as an employee number as an ID number, an employee name as a user name, a department and a section code as an affiliation, etc. The content is transmitted to the terminal device used by the user, and the content is displayed.

FIG. 3 is a diagram showing an example of a task selection screen displayed on the terminal device. The job selection screen includes information U1 on the user transmitted from the server device 12.
And a display column T1 for displaying a message transmitted from the system administrator to each user, and buttons B1 to B5 for selecting various tasks. The user knows that the user was able to log in by viewing the contents of the displayed information U1. The “group” in the information U1 is information for dividing the operator into each business base. For example, there are groups such as a sales base that sells PCs, a sales base that performs subscription sales to a rental server, and the like. If the above-mentioned authentication processing has failed, an error message is displayed and the login screen shown in FIG. 2 is displayed again. A message from the system administrator or the operator administrator is displayed in the display column T1, but is blank when there is no message. Also,
In this display column T1, when the system is modified,
A message for notifying each operator of that fact is displayed. Since this message allows each operator to know that the system has been modified, the programs of the terminal devices 22a, 22b,... Are updated. In this way, when the system is modified, the terminal device 2
2a, 22b,... All programs can be updated. When the button B5 shown in FIG. 3 is clicked, the screen returns to the login screen shown in FIG. Button B
Buttons 1 to B4 are provided according to the purpose of use for each user, and the operation for each user will be described below.

[Operation of System Administrator] Buttons B1 and B2 shown in FIG. 3 can be clicked with a mouse or the like when the user is a system administrator to display a message registration screen and a group management screen. Can be. When button B1 is clicked, an input screen (not shown) for inputting a message to be transmitted to all users is displayed. That is, the content input using this input screen is input to the display column T1 of each terminal device 22a, 22b,. Further, when the button B2 is clicked, a setting screen for setting a business office having the same function as the tele appoint center 20 among the business offices nationwide is displayed. By setting the business office from this setting screen, the set business person can access the server device 12.

[Operation of Operator Administrator] The button B3 is mainly used by the operator administrator. When this button B3 is clicked, a comprehensive management menu screen is displayed. FIG. 4 is a diagram showing an example of the comprehensive management menu screen. The management performed by the operator administrator mainly includes user management, list management, and performance management of the operator. User management is performed using buttons B11 to B14 provided on the comprehensive management menu screen shown in FIG. The user management includes addition of a new user, change due to a change in the department of the user, deletion due to retirement of the user, and resurrection in case of accidentally deleting the user. This operation is performed by pressing the button B11 to the button B14. This is performed by clicking each of them to display each setting screen. Here, the deletion of the user does not delete all the information about the user to be deleted, but deletes the user by keeping the information about the user to be deleted and apparently not displaying it on the screen. Therefore, since the information about the deleted user has not been completely deleted, the user can be restored using the button B14. still,
It is assumed that the operator manager operates using the terminal device 22a.

Next, regarding the list management, the list management involves first creating a list, assigning the created list to an operator, and partially changing the contents of the assigned list. Hereinafter, details of the list creation will be described. When the operator manager clicks button B21 in FIG. 4, the list creation screen shown in FIG. 5 is displayed. FIG.
FIG. 5 is a diagram showing an example of a list creation screen. When the list creation screen is displayed, the operator administrator first inputs attribute information in the input field L3, and inputs a prefecture name in the input field L4. When these are input, they are transmitted from the terminal device 22a to the server device 12, and the server device 12 sets the input field L4
The customer master database D1 is searched using the name of the prefecture input as a key, and the corresponding information is extracted and transmitted to the terminal device 22a.

The information extracted by the server device 12 is displayed in a selection display field T2. In the example shown in FIG. 5, the extracted information is displayed in the unit of city, ward, town, and village in the AAA prefecture, and the number of data included in the unit of the area is displayed. In the selection display field T2, there is a regional unit in which a group is displayed. The regional unit in which this group is displayed indicates that the same unit or another group has already been selected. Therefore, the operator manager can prevent the creation of a list of overlapping areas beforehand. Here, when the list is created, overlapping of the regions is prevented beforehand, and different operators are prevented from calling the same customer target. In other words, two preventive measures have been taken.

A rectangular cursor C1 is provided in the selection display field T2. By moving the cursor C1 in the vertical direction of the screen, the displayed regional unit can be selected.
Further, detailed information in the area unit surrounded by the cursor C1 is displayed in the selection display field T3. Although not shown, a cursor is also provided in the selection display field T3. The operator manager moves the cursor C1 to the information of the local unit displayed in the selection display column T2, and selects one or more from the detailed information displayed in the selection display column T3. The selected municipalities including the detailed information are displayed in the selection display field T4 when the selection button SB1 is pressed.

Then, when button B49 is clicked,
The list of contents displayed in the selection display field T4 is displayed in the input field L.
5 is created in the list master database D2 with the input list name. By repeatedly performing the above operations, the operator creates a plurality of lists.
Further, the list created in the list master database D2 can be deleted by clicking the button B22 in FIG. When button B22 is clicked, a list of lists stored in list master database D2 is displayed, and a list to be deleted is selected from this list and deleted. In the present embodiment, since the case where the attribute information is the regional information is described as an example,
By creating the list, the target customers are classified by region. The information classified here is classified customer information.

The list created by the above-described operation is extracted from the customer master database D1, and the type of business for each target customer is set. The category of the business type set in the customer master database D1 is too fine, and it is inconvenient to use it as it is. Therefore, the type of business is set for the purpose of facilitating the handling in business. Button B2 in FIG.
Clicking on 3 displays the type setting screen shown in FIG. FIG. 6 is a diagram illustrating an example of the business setting screen.
A list of businesses is displayed in a selection display field T5 in the business setting screen shown in FIG. 6, and codes uniquely assigned to distinguish the business and the business are displayed correspondingly.

In this state, the operator manager operates the cursor C2 displayed in the selection display field T5 to select the type of business, clicks one of the buttons B50 to B53, and further clicks the button B54. By setting the classification. In the example shown in FIG. 6, the classification is “business A”, “business B”, “business C”, and “not applicable”.
Are provided. It is preferable to make this setting before generating the list. The classification set by the above operation is stored corresponding to the type of business included in the list. When the data in the created list is used by industry, it is handled according to the newly set classification.

When the list is created, the server device 12 searches the customer information database D3 to determine whether or not there is customer information on the customer target included in the created list. If there is customer information relating to the customer, the name or name and telephone number of the customer subject in the list are associated with the customer information relating to the customer stored in the customer information database D3. As described above, by creating the list, the target customers are classified by region, and the classified target customers are associated with the customer information on the target users. Will be categorized.

Next, the operator manager performs an operation of assigning the list subjected to the above processing to the operator. To assign a list to an operator, first, a button B10 of the comprehensive management menu shown in FIG. 4 is clicked.
When the button B10 is clicked, the list assignment screen shown in FIG. 7 is displayed. FIG. 7 is a diagram illustrating an example of the list assignment screen. When the list allocation screen shown in FIG. 7 is displayed, the operator administrator first inputs “list” as a selection type from the input field L6. The selection type includes “list” and “user”. If the selection type is "list", the operator administrator specifies a list to be assigned and then selects an operator to be assigned. On the other hand, when the selection type is “user”, the operator administrator performs a procedure of specifying an operator to be assigned and then selecting a list to be assigned. The example shown in FIG. 7 illustrates the former case.

When a "list" is input in the input field L6,
The information is transmitted to the server device 12, and then the input field L7
Enter the name of the list to be assigned to. If this information is a “list”, the server device 12 reads out the user IDs and user names of all the operators of the group from the user database D4 and sends them to the terminal device 22a. The terminal device 22a displays a list of the transmitted user IDs and user names in the selection display field T6.

Then, the operator operates the cursor C3 to select an operator to which the list input in the input column L7 is to be assigned from the operators listed in the selection display column T6. When making a selection, clicking the selection button SB5 displays the selected operator in the selection display field T7.
To cancel the selection of the operator once selected, the user clicks the selection button SB6. Selection is completed,
When the operator manager clicks button B55, the information input in input field L7 and the content displayed in selection display field T7 are transmitted to server device 12. The server device 12 performs a process of searching the list master database D2 for a list of the list name input in the selection display field T7, and allocating the searched list to the operator selected by the operator administrator.

Next, in order to increase the sales efficiency and the convenience of the system, an operation for adding information in consideration of the skill and the sales strategy of the operator is performed. This is added to the information of the user database D4 as a customer type. The customer types include, for example, “with PC”, “without PC”, “prospect”, and “business type A”. The usage of this customer type is as follows. For example, when the “prospect” customer type is set, the operator has been given a business license for the customer who will be operating for the first time from the assigned list. Therefore, for example, the “efficiency” is not set for an operator who is unfamiliar with sales, but the “efficiency” is set for an experienced operator, so that sales efficiency can be improved. Further, for example, if “no PC” is set for many operators, a business license is given to a customer who does not have a PC, so that sales can be focused on PC sales.

FIG. 8 is a diagram showing an example of a customer type assignment change screen. This screen is displayed by clicking button B15 in FIG. When the screen of FIG. 8 is displayed and the display button is pressed, the operator administrator inputs a user name for performing the customer type assignment change from the input field L8. When this input is made, selectable customer types are displayed on the selection display screen T8. Next, the user operates the cursor C4 to select a customer type to be assigned from the listed customer types. By clicking the selection button SB7, the customer type displayed at the position where the cursor C4 is located is selected and displayed in the selection display field T9. To cancel the selection of the customer type once selected, the user clicks the selection button SB8. When the selection is completed and the operator manager clicks the button B65, the customer type displayed in the selection display column T9 is transmitted to the server device 12. The server device 12 changes the information indicating the customer assignment added to the information in the user database D4. When the button B20 in FIG. 4 is clicked, the operator administrator can refer to the use status of the created list.

Buttons B30 to B33 in FIG. 4 are buttons for displaying the business effect. In the present embodiment, the server device 12 normally performs batch processing, and the customer information database D3 and the log recording device D are processed on a daily basis.
5 is searched and the sales results are totaled. These buttons B30 to B33 are buttons used when the operator manager wants to total the sales results in addition to the above-described batch processing.

A button B30 is a button for instructing the server device 12 to total the date and time of the sales result.
Reference numeral 1 denotes a button for instructing time totaling of business results, button B30 is a button for instructing regional summing of business results, and button B33 is a button for performing progress totaling. When the button B30 is clicked, an input field (not shown) for specifying a totaling period is displayed, and the start and end of the totaling period are input in this input column.

The server device 12 sums up the business results for the period specified by the input start and end periods, and
In the list. When the button B31 is clicked, an input field (not shown) for specifying a time is input, and the business results for each time are totaled and displayed. When the button B32 is clicked, for example, a total result for each prefecture is displayed. When the button B33 is clicked, the business negotiation status before and after one month elapses, for example, is displayed after the business is first performed by telephone. Here, the negotiation status is information indicating whether or not the negotiation has been completed or whether or not the customer is still a prospective customer.

A button B40 in FIG. 4 is a button for canceling the call result. The date and time when each operator makes a call are transmitted to the server site 10 via the network N1, and are recorded in the log recording device D5 provided in the server site 10. The result of the telephone call by the operator is stored in association with each operator or each customer information. Click button B40,
A call result resolution screen is provided which has a column for selecting the operator name or list for which the call result is to be deleted.

The operator manager first selects an operator name or a list whose call result is to be deleted. When the operator name is selected, the server device 12 releases the call result for the operator for the number of days specified by the operator manager. When a list is selected, the call result related to the specified list is deleted for the number of days specified by the operator manager.

When the operator manager clicks the button B41, the server device 12 displays a list of the contents recorded in the log recording device as a work history. When the operator manager clicks button B42, a message input screen is displayed. The operator manager inputs, for example, a message to be conveyed to the managing operator from this input screen. The message entered by the operator administrator is displayed when an operator managed by the operator logs in to the system. In addition, when a message is input by the operator administrator, the message is displayed in real time on a part of the terminal device operated by the logged-in operator among the operators under the control of the operator administrator. Is also good.

[Operation of Operator] Next, the operation when the operator actually conducts business using the list assigned by the operator manager will be described. In the following description, the operator operates the terminal device 22.
Various operations are performed using a. First, when the operator clicks the button B4 on the job selection screen shown in FIG. 3, the apo menu screen shown in FIG. 9 is displayed. FIG. 9 is a diagram illustrating an example of the apo menu screen.
A button B60 in the apo menu screen shown in FIG. 9 is a button used when the operator resumes the previously interrupted process.

The button B62 is used for the customer information database D
3 is a button for searching for a specific customer. When the button 62 is clicked, a search screen provided with an input field for inputting the telephone number or the customer name of the search target customer target person is displayed. When the operator inputs a telephone number or a customer name in this input field, it is transmitted to the server device 12,
The server device 12 searches the customer information database D3 for a corresponding customer target using the transmitted telephone number or customer name as a key. The customer information corresponding to the search is transmitted to the terminal device 22a and displayed in a list.

The button B63 is a button for searching for customer information whose status information added to the customer information is "abbo". The details of the status information added to the customer information will be described later. The button B64 is a button for searching for customer information for which “prospect” is set as the customer type. As mentioned earlier, operators are assigned to various customer types, but in order to expand sales, new customers should not be sold to customers who have already It needs to be pioneered. Therefore, since there are many opportunities to perform business with prospects, a button 64 for searching for prospects is provided.

The button B61 is a button for displaying all the lists assigned to the operator and selecting a list for business. When button B61 is clicked,
The list of lists assigned to the operator is transmitted from the server device 12, and the list of assigned lists is displayed on the list selection screen as shown in FIG. FIG. 10 is a diagram illustrating an example of the list selection screen. The list of the lists is displayed in the previous school display column T10. In this state, when the operator operates the cursor C5 to move the cursor C5 to the position where the list of business destinations is displayed and clicks the button B69, the list is selected.

When the list is selected, the screen shown in FIG. 11 or 12 is displayed. FIG. 11 is a screen for displaying an overview of customer information for each customer target in order to select a customer target from the selected list, and FIG. 12 is a screen for inputting details of customer information and business results. . The screen shown in FIG. 11 and the screen shown in FIG.
1 to BA3, button groups BB1 and BB2, and a message display area R are provided. The button group BA1 is a button for selecting a result of calling the customer target person. The buttons that make up the button group BA1 include a “claim” button, a “contract not possible” button, a “reject” button, an “absent” button, a “current ana” button, and an “other” button.

The "Claim" button is clicked by the operator when a complaint comes from a customer target when a call is made. The “contract not possible” button is clicked by the operator when there is no possibility of contract, for example, in the same industry. The "fax" button is clicked by the operator when there is a facsimile response of the customer target when the call is placed. "Rejected"
The button is clicked by the operator when the customer target has refused to even be called. The “absent” button is clicked by the operator when the customer target is away. The "current ana" button is clicked by the operator when a message is heard that the telephone number is not currently being used. The “other” button is clicked by the operator in cases other than the above.

The button group BA2 is a button for selecting status information added to the customer information. The button group BA2 includes a “prospect” button, an “appointment” button, an “accepted order” button, and an “accepted order” button.
The “prospect” button is a button that is clicked when the operator obtains a consensus that the order is likely to be made if the sales activities are continued as a result of the sales. The "appointment" button is clicked by the operator when entering a date and time of a meeting when conducting a business negotiation with the customer target by telephone, for example, when making an appointment for a meeting with the customer target. Button. The "Order Accepted" button
This button is clicked by the operator when an order is established as a result of the negotiation. The “order not established” button is a button that is clicked by the operator when an order is not established as a result of the negotiation. Further, button group B
A3 is for saving the status information and conducting business to the next customer target person, and for saving the status information and conducting business to the next customer target person without saving the status information. "Next without saving" button.

The button group BB1 is a button for controlling the telephone, and includes a "transfer" button, a "hold" button, and a dial button B70. The "transfer" button and the "hold" button are buttons for transferring and holding a call, respectively. The "dial" button B10 is a button for making a call to the customer selected by operating the cursor C6. is there. In the present embodiment, since the customer information is associated with the telephone number of the customer target,
When the customer target is selected, the telephone number of the customer target is obtained. Therefore, a telephone call is made by clicking the "dial" button B70. Also, the cursor C6
The telephone number of the customer target surrounded by is displayed in the display field IF1 as basic information.

The button group BB2 is provided with buttons for performing various searches, and includes buttons B62 and B62 shown in FIG.
Buttons similar to 63 and B64 are arranged. Also,
The message display area R is a column for displaying various messages. For example, a message issued from a system administrator or an operator administrator, or the name of a top-performing person obtained by summing up the sales results are displayed in a ranking format. Is displayed. The above is commonly displayed on the screens of FIGS. 11 and 12, but the other parts are changed by clicking the tab t1 or the tab t2 in the screen. Tab t1
Is clicked, the display shown in FIG. 11 is made, and the tab t
When 2 is clicked, the display shown in FIG. 12 is made.

Next, the operation procedure of the operator will be described in detail. First, as shown in FIG. 11, the operator operates the cursor C6 to select a customer subject to call by operating the cursor C6 while the summary of the customer information in the list is displayed in the display area DS. Next, the "dial" button B7
Click 0 to call the selected customer target.
Here, when a telephone instruction is given, the instruction is first transmitted to the server device 12. The server device 12 records all pairs of the date and time when the call was made in the past and the telephone number, and searches for the date and time of the last call to the telephone number instructed by the telephone.

As a result of this search, if the date of the last call is yesterday or today, it is determined that the call should not be made, and the terminal device which instructed the call that the call is prohibited is given. Send to The fact that the telephone is prohibited is indicated by, for example, a message display area by a pop-up window. On the other hand, if the server device 12 determines that it is acceptable to make a call, the server device 12 transmits the telephone number to the route control server 32. The path control server 32 determines whether or not the transmitted telephone number is a stored telephone inhibition number. When the transmitted telephone number is a telephone prohibition number, the fact that the telephone is prohibited is transmitted to the terminal device which instructed the telephone. Make a call to the indicated phone number.
When a telephone instruction is given from the telephone 26, the exchange 3
4 inquires of the route server 32 whether the instructed telephone number corresponds to a telephone prohibited number for which telephone prohibition is performed, and instructs the telephone instruction to a telephone number which is prohibited from making a telephone call. If it is an instruction, the route control server 32
Is determined, the routing control server 32 notifies the fact by voice.

On the other hand, if the route control server 32 determines that making a call is not prohibited, the route control server 32 controls to make a call to the specified telephone number. When a call is received, the operator and the customer target have a voice conversation via the headset 24a or the telephone set 26 worn by the operator and the telephone set 42 provided on the customer target side.

If the conversation cannot be performed due to absence or the like, or if the conversation results in a refusal to enter the negotiation, the button group BA
Click any button in 1 and press the "Save and Next" button in the button group BA3 to conduct business to the next customer target. When the button group BA1 or BA2 is clicked, the information is added in association with the customer information on the target customer.

On the other hand, when the conversation between the operator and the target customer progresses to the stage where negotiations can be conducted, the operator clicks the tab t2 to change the display contents of the display area DS into the contents for inputting the results of the negotiations. And If the customer who is negotiating a business is the first customer to do business, that is, if no other operator is operating and the customer target is almost equal to the customer information, 1
A plurality of display fields provided in the display area shown in FIG. 2 remain blank. Here, the display column is a column in which the FAX number, the name of the person in charge, and the like in the display area DS shown in FIG. 12 are displayed.

In the present embodiment, it is assumed that, as the merchandise to be marketed, a PC, a subscription to an Internet connection provider, and a subscription to a rental server are used.
The operator asks the customer
A question is asked as to whether or not the user has C, and if so, the answer is sequentially input to the corresponding display box. Next, a question is asked as to whether there is an intention to sequentially join the provider or an intention to use the rental server, and the answer is input to the corresponding input field.

Although the current situation regarding the merchandise to be marketed has been grasped through the above negotiations, even if the target customer has an intention to purchase, an order is not always received immediately. Therefore, one of the buttons from the button group BA2 is clicked according to the result of the negotiation. When the “prospect” button in the button group BA2 is clicked, the prospect input screen shown in FIG. 13 is displayed. FIG. 13 is a diagram illustrating an example of a screen for inputting the date and time of the next contact with the customer target person. This prospect input screen is displayed in a pop-up window,
A column is provided for inputting the date and time of the next contact. If the date and time are input on the prospect input screen, a pop-up window shown in FIG. 14 is displayed, for example, 10 minutes before the input date and time, and the operator has an appointment to make a call and must make a call. I do. FIG.
FIG. 4 is a diagram showing an example of a screen display for notifying a telephone instruction. With the above procedure, the current situation and the results of the negotiation are obtained for the product to be sold, and the operator hangs up the telephone of the customer who conducted the negotiation and conducts sales with the next customer, "Save and continue" button group BA3
Click.

When the "Save and Next" button in the button group BA3 is clicked by the operator, the information input in the display column displayed in the display area of FIG. 12, the button group BA1 or BA2 is clicked. The status information, the list name, and the list number that are obtained are transmitted to the server device 12. The server device retrieves the customer information stored in association with the customer information database D3 from the transmitted list name and list number, and updates the customer information. The above operation is repeated, and the operator performs business, and obtains the current status of the commercial product for each customer information, thereby updating the contents of the customer information database D3.

In the case where the same operator as the above-mentioned operator or a different operator performs business with the above-mentioned customer target, when the customer target is selected from the list, it is displayed in the display area DS in FIG. Displays information obtained by performing business in the past. In this state, when the operator inputs new information, the customer information on the customer is updated again. Note that the operator clicks the “accepted order” button in the button group BA2 and clicks “Save and Next”.
When the button is clicked, the information is transmitted to the server device 12. At this time, the server device 12 transmits information such as the name of the operator together with the information on the conclusion of the negotiation to the other terminal devices 22b,. Such information is displayed in a message display area R (see FIGS. 11 and 12) in the screen of the terminal device 22b,... Operated by another operator.

In the embodiment of the present invention described above, the server device 12 is provided to prevent a customer who made a call within a short period of time (for example, yesterday) from making a duplicate call again. I have. In addition, by providing the route control server 32, even if the business must be conducted by telephone in a situation where the server device 12 does not operate due to a failure or the like, for example, a customer who is prohibited from telephone There is no danger of making a phone call. In the above-described embodiment, the case where the business results are totaled at predetermined time intervals has been described as an example. However, items (for example, product type, region,
The total may be calculated for each operator.

[0064]

As described above, according to the present invention, since the customer information of the target customer is updated every time the sales are conducted, the customers who are likely to conduct sales and have a high possibility of negotiating a business are obtained. Can be easily known, and as a result, sales can be performed with high sales efficiency. Further, since the customer information is always updated to a new one, it is possible to perform detailed sales activities according to the customer by referring to the customer information. Further, since the target customers are classified according to the attribute information, it is possible to prevent duplication of business beforehand, and as a result, it is possible to increase business efficiency. Furthermore, since a server device is provided to prevent a customer who made a call within a short period of time (for example, yesterday) from making a duplicate call again, it is possible to prevent inconvenience to the customer target person. There is an effect that can be. In addition, by providing a route control server, even in the case where business must be conducted by telephone in a situation where the server device does not operate due to a failure or the like, for example, customers who are prohibited from telephone There is no fear of applying.

[Brief description of the drawings]

FIG. 1 is a diagram schematically illustrating an overall configuration of a sales support system according to an embodiment of the present invention.

FIG. 2 is a diagram illustrating an example of a login screen displayed when any of the terminal devices 22a, 22b,.

FIG. 3 is a diagram illustrating an example of a task selection screen displayed on a terminal device.

FIG. 4 is a diagram showing an example of a comprehensive management menu screen.

FIG. 5 is a diagram showing an example of a list creation screen.

FIG. 6 is a diagram illustrating an example of an industry setting screen.

FIG. 7 is a diagram showing an example of a list assignment screen.

FIG. 8 is a diagram showing an example of a customer type assignment change screen.

FIG. 9 is a diagram showing an example of an apo menu screen.

FIG. 10 is a diagram illustrating an example of a list selection screen.

FIG. 11 is a screen displaying an overview of customer information for each customer target in order to select a customer target from a selected list.

FIG. 12 is a screen for inputting details of customer information and business results.

FIG. 13 is a diagram showing an example of a screen for inputting the date and time of the next contact with the customer target person.

FIG. 14 is a diagram showing an example of a screen display for notifying a telephone instruction.

[Explanation of symbols]

N1 network 22a, 22b terminal device 12 server device 32 route control server D1 customer master database D2 classification information storage means (list master database) D3 customer information database B70 button (icon)

 ──────────────────────────────────────────────────続 き Continued on the front page F term (reference) 5B049 BB11 CC02 CC05 CC08 DD01 DD03 DD05 EE02 EE05 FF03 FF04 FF06 FF09 GG02 GG04 GG07 GG09 5K015 AA10 AB02 AF02 5K024 AA75 AA76 FF01 GG03 GG05

Claims (17)

[Claims] 1. A telephone sales support system used when an operator makes a telephone call to a customer target to conduct business negotiations, comprising: a customer information database storing customer information on the customer target; A terminal device for displaying at least the telephone number of the customer target who conducts negotiations with the operator and the customer information stored in the customer information database regarding the customer target, and inputting information according to the operation of the operator A terminal connected to the network, storing a telephone number and a date and time of calling the telephone number in association with each other, and determining whether to call the customer target person; When the server device determines that a telephone call to the customer target person is possible, the operator negotiates a business using the telephone. Input new customer information in accordance with the operation of the operator according to the result of the negotiation, and when the new customer information is input from the terminal device, the server device stores the new customer information in the customer information database. The customer information on the customer target of the negotiation partner is updated to the new customer information, and when there is a display request for the customer information on the customer target from the terminal device, the updated customer information is displayed on the terminal device. A telephone sales support system characterized by transmitting information to a telephone sales support system. 2. The telephone business according to claim 1, wherein the customer target person has predetermined attribute information, and the customer information is classified for each attribute information and assigned to each operator. Support system. 3. The customer target person has predetermined attribute information, and stores a customer master database storing at least a name or a name and a telephone number of the customer target person, and information classified for each of the attribute information. Classification information storage means, wherein the server device extracts the name or name and telephone number of the customer target person from the customer master database in accordance with the attribute information input from the terminal device, and the classification information storage means 2. The telephone sales support system according to claim 1, wherein the attribute information is stored for each attribute information. 4. The telephone sales support system according to claim 3, wherein said attribute information includes regional information. 5. The server device associates a name or a name and a telephone number of the customer target stored in the classification information storage unit with customer information on the customer target stored in the customer information database. 4. The telephone sales support system according to claim 3, wherein the customer information is generated by classifying the customer information for each of the attribute information. 6. The telephone sales support system according to claim 5, wherein said server device assigns said classified customer information to each of said operators according to instruction information input from said terminal device. 7. The server device selects a target customer from classified customer information assigned to the operator based on selection instruction information transmitted from the terminal device in response to an operation of the operator, and selects the target customer. 7. The telephone sales support system according to claim 6, wherein the telephone number is transmitted to the terminal device and displayed. 8. The telephone business support system according to claim 7, wherein the terminal device has an icon for calling the telephone number transmitted from the server device. 9. When the negotiation closing information indicating the conclusion of the negotiation is transmitted from one of the terminal devices connected to the network by the operation of the operator, the server device transmits the negotiation closing information together with the negotiation closing information to the operator. 2. The telephone sales support system according to claim 1, wherein the information is transmitted to another terminal device connected to the network. 10. The server device according to claim 1, wherein the server device compiles information on a business situation inputted by the operator by operating the terminal device at every predetermined time or every item. Telephone sales support system. 11. A telephone sales support method used when an operator makes a business call by calling a customer target, wherein at least the telephone number of the customer target and the customer information database stored in the customer information database. Displaying customer information on the customer target on the terminal device; and determining whether the customer target can be called when the operator calls the customer target and negotiates a business. And inputting new customer information according to the operation of the operator according to the result of the negotiation using the telephone from the terminal device when it is determined that a telephone call to the customer target person is possible. And when new customer information is input from the terminal device,
Updating the customer information on the customer target of the negotiation partner stored in the customer information database to the new customer information; and requesting display of customer information on the customer target of the negotiation partner from the terminal device. And transmitting the updated customer information to the terminal device. 12. The telephone business according to claim 11, wherein the customer target person has predetermined attribute information, and the customer information is classified for each attribute information and assigned to each of the operators. How to help. 13. A routing control server for storing a telephone prohibition number instructed to prohibit telephone calls, and further comprising a route control server for judging whether or not it is possible to call the customer target indicated by the telephone prohibition number. The telephone business support system according to any one of claims 1 to 10. 14. A date and time for making a next call to the customer target from the terminal device in advance, and the terminal device informs the user that a call is to be made a predetermined time before the input date and time at the date and time. 14. The telephone sales support system according to claim 13, wherein is displayed. 15. The terminal device according to claim 1, wherein the terminal device displays a message from a manager input in advance. Telephone sales support system. 16. The customer master database further stores an address of the customer target person. The server device extracts an address according to attribute information input from the terminal device, and stores the classification information. 4. The telephone sales support system according to claim 3, wherein the attribute information is stored for each attribute information. 17. The telephone sales support method according to claim 12, further comprising a step of preferentially assigning customer information relating to a customer target for whom an order is considered to be influential to each of said operators.