JP2002358410A - System, method and program for call center support - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a system, a method and a program for call center support which supports a call center to efficiently process inquiries that the call center receives. SOLUTION: This call center support system reads customer information, corresponding to a customer key information or a telephone number given in relation to an inquiry that the call center receives or customer identification information received by automatic answering to a customer, out of a database and determines at least one of an operator terminal and an operator telephone to which the inquiry is allocated by using specified information included in the read customer information. Corresponding operator conditions are determined by using the specified information included in the read customer information. Before the inquiry is allocated, input information regarding the purpose of the inquiry may be accepted by the automatic answering to the customer.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call center support system, method, and program for distributing an inquiry received by a call center via a communication line to an operator.

[0002]

2. Description of the Related Art Recently, many companies utilize call centers as contact points with customers, and the role played by call centers in companies is increasing year by year.

For example, a financial institution such as a securities company uses a call center to receive a transaction order, make an inquiry,
There are companies that accept requests for documents.

[0004] Here, there are various needs and transaction levels of customers who call the call center. Sometimes they just ask for materials, some are questions about online transactions and machine operations, and sometimes they are complaints. Therefore, the skill required of the corresponding operator differs depending on the level of the customer and the content of the inquiry.

[0005] Transactions conducted through the call center include, in addition to ordinary stock transactions, margin transactions, options, warrants, and futures transactions. You must have the required qualifications to handle such transactions. For example, to handle ordinary stock trading orders, you need to be qualified as a “Type 2 Foreign Representative”, and to handle orders for margin trading, options, warrants and futures trading, you need “Type 1 Foreign Representative”. Must be qualified.

When responding to a complaint from a customer, it is preferable that an operator accustomed to responding to the complaint responds.

[0007] On the other hand, the skills of a large number of operators who handle calls at call centers vary, and some of them have rich experience and high ability to respond to customers, while others have knowledge of online transactions and machine operations. Some are not.

Here, for example, it is desirable that all operators have the qualification of “one type of foreign affairs person” and have abundant experience and high ability to respond to customers. Cost.

Therefore, it is an important problem how to efficiently process inquiries in a call center using operators of various skills.

The present invention has been made in view of such a point, and an object of the present invention is to provide a call center support system, a method and a program for supporting an inquiry received by a call center efficiently.

[0011]

(1) The present invention is a system for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and receiving an inquiry via a given communication line. Means for reading customer information corresponding to customer key information given in relation to the inquiry received by the call center from the database, an operator terminal for sorting the inquiry using predetermined information included in the read customer information, and Means for determining at least one of the operator telephones.

The inquiry may be made by telephone,
The information may be received by a Web server via the Internet or the like.

The customer information may be physically or logically distributed and stored in a plurality of databases. For example, as a database for storing customer information, a customer database for each department and a customer database for a call center may be provided separately.

The customer key information given in connection with the inquiry is, for example, a telephone number or the like in the case of a telephone inquiry, or an identification ID or an IP address entered by the customer in the case of an inquiry via the Internet. And an identification ID stored in a cookie.

[0015] Generally, the transaction level, assets and the like of the customer who makes an inquiry to the call center vary. The skills of operators waiting at call centers also vary.

According to the present invention, predetermined information included in the customer information stored in the database is searched by the customer key information, and an inquiry is made to at least one of an operator terminal and an operator telephone of the operator corresponding to the customer information. Can be sorted.

Therefore, it is possible to efficiently utilize the operator resources in the call center, and it is possible to increase the processing efficiency of the call center.

(2) The present invention is a system for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and accepting inquiries through a given communication line. Means for reading customer information corresponding to the telephone number detected by the incoming call of the inquiry from the database, and using the predetermined information included in the read customer information, determine at least one of an operator terminal and an operator telephone to which the inquiry is distributed. Means.

The inquiry may be by telephone,
The information may be received by a Web server via the Internet or the like.

The customer information may be physically or logically distributed and stored in a plurality of databases. For example, as a database for storing customer information, a customer database for each department and a customer database for a call center may be provided separately.

The telephone number can be detected by, for example, a number display function.

Generally, the transaction level, assets, and the like of the customer who makes an inquiry to the call center are various. The skills of operators waiting at call centers also vary.

According to the present invention, predetermined information included in the customer information stored in the database is searched by the telephone number at the time of inquiry, and at least one of the operator terminal and the operator telephone of the operator according to the customer information. Inquiries can be routed to

Therefore, it is possible to efficiently utilize the operator resources in the call center, and it is possible to increase the processing efficiency of the call center.

(3) The present invention is a system for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and accepting inquiries via a given communication line. Means for receiving customer identification information by automatic customer response before distributing the inquiry to at least one of the telephones; means for reading customer information corresponding to the received customer identification information from a database; Means for determining at least one of an operator terminal for distributing the inquiry and an operator telephone using the information.

The customer identification information received by the automatic customer service may be, for example, a customer telephone number, an account number, a date of birth, a name and a password.

The inquiry may be by telephone,
The information may be received by a Web server via the Internet or the like.

The automatic customer response at the time of inquiry is, for example, an automatic voice guidance in the case of an inquiry by telephone, and the exchange with a Web server to be performed without an operator in the case of an inquiry on the Web. It is.

The customer information may be physically or logically distributed and stored in a plurality of databases. For example, as a database for storing customer information, a customer database for each department and a customer database for a call center may be provided separately.

Generally, the transaction level, assets, and the like of the customer who makes an inquiry to the call center are various. The skills of operators waiting at call centers also vary.

According to the present invention, predetermined information included in the customer information stored in the database is searched by the customer identification information received by the automatic customer response at the time of inquiry, and the operator of the operator corresponding to the customer information is searched. The inquiry can be distributed to at least one of the terminal and the operator telephone.

Accordingly, it is possible to efficiently utilize the operator resources in the call center, and it is possible to increase the processing efficiency of the call center.

(4) Preferably, the call center support system of the present invention determines a corresponding operator condition using predetermined information included in the read customer information, and corresponds to the determined corresponding operator condition. The inquiry is distributed to at least one of an operator terminal and an operator telephone of the operator.

(5) In the call center support system according to the present invention, for example, the predetermined information includes information on a customer transaction level, information on a customer skill, information on a customer transaction fee, information on a customer complaint status, It may be configured to include at least one of information on a customer's advance payment, information on a customer confirmation, information on a customer's stoppage of use, and information on a type of an account opened by the customer.

According to the present invention, the customer information in the database includes information on the customer's transaction level, information on the customer's skills, information on the customer's transaction fee, information on the customer's complaint status, information on the customer's advance, Information about additional confirmation, information about customer suspension,
The information includes at least one piece of information on the type of the account opened by the customer as the predetermined information.

According to the present invention, inquiries from customers are distributed to operators based on the predetermined information. Therefore, an operator who can provide a more satisfactory service to a customer with a high transaction amount or a customer can be assigned. It is possible to sort inquiries reflecting customer characteristics, such as assigning an operator who can reduce friction as much as possible to a customer who has a high possibility of trouble or a complaint.

(6) The call center support system of the present invention preferably further comprises means for receiving input information on the purpose of the inquiry by automatic customer response before distributing the inquiry to at least one of the operator terminal and the operator telephone, Using at least one of the input information relating to the purpose of the accepted inquiry and the predetermined information included in the read customer information, at least one of an operator terminal and an operator telephone to which the inquiry is distributed is determined.

The purpose of the inquiry accepted by the automatic customer response at the time of inquiry is, for example, when the inquiry is received by telephone, the content inputted by the customer from the telephone in response to the automatic voice response by telephone (for example, For example, when an inquiry is received via the Web, it is the content input from the Web screen by the customer.

For example, the purpose of a customer inquiry is “order”, “inquiry”, “inquiry about goods”, “inquiry about procedure”, “inquiry about machine”, And so on. Also, the operators who stand by at the call center may have different specialty fields.

According to the present invention, the purpose information of the inquiry can be received by the automatic customer response before the distribution to the operator, so that the operator who can respond to the purpose of the customer can be selected and the destination of the inquiry can be determined. .

According to the present invention, an operator having skills capable of responding to the purpose of the inquiry can be assigned to the inquiry of the customer, so that the customer can be smoothly handled.

(7) The call center support system of the present invention preferably further includes means for reading out operator information corresponding to operator identification information given in association with at least one of an operator terminal of the call center and an operator telephone from a database. And determining at least one of an operator terminal and an operator telephone to which an inquiry is distributed using the read operator information.

According to the present invention, it is possible to grasp the skill information of the operator arranged at each operator terminal, and determine the destination of the inquiry according to the skill information. Therefore, it is possible to efficiently manage the arrangement of the operators according to the skills.

(8) The call center support system of the present invention preferably reads out information on the skill of the operator corresponding to the operator identification information input from the operator terminal of the call center, and uses the read out information on the skill of the operator. It is characterized in that it is determined whether or not to distribute the inquiry to the operator terminal and the corresponding operator telephone.

(9) In the call center support system of the present invention, preferably, the customer information is such that customers or registered items are stored in a plurality of customer information databases in such a manner that the customers or registration items can be duplicated. Customer information corresponding to either number information or customer identification information is retrieved and read from customer information stored in at least one of the plurality of customer information databases.

According to the present invention, even when, for example, a plurality of departments separately construct a customer database, or when customer information for the same customer is distributed and stored in a plurality of databases, the call center can be used. When receiving an inquiry, these can be referred to in the same way as the unified customer information.

(10) The call center support system of the present invention preferably further comprises means for screen pop-up of the customer information read from at least one of the plurality of customer information databases to the operator terminal to which the inquiry has been distributed. It is characterized by including.

According to the present invention, customer information distributed to a plurality of databases can be screen-popped up to an operator terminal of a corresponding operator.

(11) In the call center support system according to the present invention, preferably, at least a part of the customer information is stored in a call center customer information database for storing information of customers registered in the call center. The customer information in the customer information database includes
It is also characterized in that it includes customer information of customers who do not have a transaction account with a company associated with the call center.

The companies related to the call center include, for example, companies such as financial institutions that allow the call center to perform call center operations, and companies such as financial institutions that outsource the call center operations.

In the present system, only inquiries and requests for documents are made to the call center, and customer information on customers who do not have a transaction account with a company associated with the call center is also registered in the call center database.

Therefore, according to the present invention, even if a customer who does not have an account but has previously made an inquiry or requested a material calls again to the call center, the distribution is made based on the predetermined information included in the customer information. Since the destination can be determined, the processing efficiency of the call center can be increased.

When the customer information is popped up on the screen of the corresponding operator terminal, it is possible to smoothly respond to customers who do not have an account.

(12) The call center support system of the present invention preferably searches whether or not customer information relating to the customer who is being handled by the operator exists in the customer information database for the call center. A customer ID for the call center based on at least one of the input information from the operator terminal and the customer information of the customer registered in another database.
D is registered in the call center customer information database in association with D.

According to the present invention, when the customer information for the inquiring customer is not in the customer information database of the call center, at least the input information from the operator terminal and the customer information of the customer registered in another database. The customer information generated based on the one is registered in the call center customer information database. Therefore, when the customer makes an inquiry to the call center for the second time or later, it is possible to perform an inquiry distribution process and a screen pop-up process based on the customer information registered in the call center database.

(13) The call center support system of the present invention preferably generates contact history information, which is information on a contact for a customer inquiry received by the call center, based on the input contents from the operator terminal, and Means for storing in the call center customer information database in association with the customer identification ID; and means for screen pop-up of contact history information of the inquiring customer on the operator terminal of the operator to which the inquiry has been distributed. And

In the present system, only the inquiry and the request for materials are made to the call center, and the customer information about the customer who does not have a transaction account with the company related to the call center is also registered in the call center database.

According to the present invention, even when a customer who does not have an account calls the call center again, the contact history information of the customer who made the inquiry is displayed on the screen of the operator terminal of the operator to which the inquiry was distributed. I do. Therefore, even if a customer who only makes inquiries and requests for materials calls the call center again, the operator can refer to the customer information displayed on the screen and perform a smooth response.

(14) The present invention is a method for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and accepting an inquiry via a given communication line. Reading from a database customer information corresponding to the customer key information provided in connection with the inquiry;
Determining at least one of an operator terminal and an operator telephone to which an inquiry is to be distributed, using predetermined information included in the read customer information.

(15) The present invention is a method for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and accepting an inquiry via a given communication line. Reading the customer information corresponding to the telephone number detected by the incoming call of the inquiry from the database; and using the predetermined information included in the read customer information, determining at least one of an operator terminal and an operator telephone to which the inquiry is to be distributed. And a step.

(16) The present invention is a method for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and accepting an inquiry via a given communication line. Before distributing the inquiry to at least one of the telephones, a step of receiving customer identification information by automatic customer correspondence; a step of reading customer information corresponding to the received customer identification information from a database; Using the information to determine at least one of an operator terminal and an operator telephone to which the inquiry is to be distributed.

(17) In the call center support method according to the present invention, preferably, the operator condition to be handled is determined by using the predetermined information included in the read customer information, and the determined corresponding operator condition is satisfied. The inquiry is distributed to at least one of an operator terminal and an operator telephone of the operator.

(18) In the call center support method of the present invention, for example, the predetermined information includes information on a customer transaction level, information on a customer skill, information on a customer transaction fee, information on a customer complaint status,
Information on customer advances, information on customer verification,
It may be configured to include at least one of information on the suspension of use by the customer and information on the type of account opened by the customer.

(19) The call center support method of the present invention preferably further comprises a step of receiving input information on the purpose of the inquiry by automatic customer response before distributing the inquiry to at least one of the operator terminal and the operator telephone. At least one of an operator terminal and an operator telephone to which the inquiry is distributed is determined using at least one of the input information relating to the purpose of the received inquiry and the predetermined customer information included in the read customer information.

(20) The call center support method of the present invention preferably further comprises a step of reading from a database operator information corresponding to operator identification information provided in association with at least one of an operator terminal and an operator telephone of the call center. And determining at least one of an operator terminal and an operator telephone to which an inquiry is distributed using the read operator information.

(21) The call center support method of the present invention preferably reads out information on the skill of the operator corresponding to the operator identification information input from the operator terminal of the call center, and uses the read out information on the skill of the operator. It is characterized in that it is determined whether or not to distribute the inquiry to the operator terminal and the corresponding operator telephone.

(22) In the call center support method according to the present invention, preferably, the customer information is such that customers or registered items are stored in a plurality of customer information databases in such a manner that the customers or registration items can be duplicated. Customer information corresponding to either number information or customer identification information is retrieved and read from customer information stored in at least one of the plurality of customer information databases.

(23) The call center support method of the present invention preferably further comprises a step of screen pop-up of the customer information read from at least one of the plurality of customer information databases to the operator terminal to which the inquiry has been distributed. It is characterized by including.

(24) In the call center support method of the present invention, preferably, at least a part of the customer information is stored in a call center customer information database storing information of customers registered in the call center. The customer information in the customer information database includes customer information of a customer who does not have a transaction account with a company associated with the call center.

(25) The call center support method of the present invention preferably searches whether or not customer information relating to a customer who is being handled by an operator exists in a customer information database for a call center. A customer ID for the call center based on at least one of the input information from the operator terminal and the customer information of the customer registered in another database, and associates the customer information with the customer ID for the call center. It is characterized in that it is registered in a call center customer information database.

(26) The call center support method of the present invention preferably generates contact history information, which is information on a contact for a customer inquiry received by the call center based on the input contents from the operator terminal, and Storing in the call center customer information database in association with the customer identification ID; and screen pop-up of contact history information of the inquiring customer on the operator terminal of the operator to which the inquiry is distributed. I do.

(27) The present invention is a program which can be used by a computer, wherein the computer realizes any one of the call center support systems described above.

(28) The present invention is a program which can be used by a computer, wherein the computer realizes any one of the call center support methods described above.

[0074]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of the present invention will be described below using a call center support system of a securities company as an example.

(1) Configuration of the Embodiment FIG. 1 is an example of a system configuration of a call center support system of the embodiment.

This call center support system 10
Call center system 200 and host system 100
It is comprised including. The back-office section terminal 190 may be included.

Here, the call center system 200
An incoming call control device 210, a plurality of operator telephones 230-1, 230-2,... Connected thereto, and operator terminals 220-1, 2 provided corresponding to each operator telephone.
20-2.

Each operator terminal 220-1, 220-2
Are connected to the host system 100 and are configured to be able to access various databases 162 ′, 164 ′, and 166 ′.

The host system 100 includes a host computer 120, a customer information database 162 ', a transaction information database 164', and an operator information database 1
66 ′ and the like, and are connected to the call center system 200 and the business processing department system (business processing department terminal) 190.

When the host system 100 performs transaction processing such as buying and selling, the host system 100 may be connected to the host computer 22 of the stock exchange 20 via a dedicated line.

In this embodiment, when there is an incoming call from a customer, incoming information is transmitted to the host system 100 via the incoming call control device 210 (S1). Here, the incoming information is an incoming telephone number, customer input information input by the customer according to automatic voice response, and the like. Note that the incoming call control device 210 may detect the telephone number at the time of incoming call using a number display function or the like, and transmit the detected telephone number to the host system 100.

Host system 100 having received the incoming information
Is a distribution destination (an operator terminal corresponding to the customer and an operator telephone number) based on at least one of the customer information corresponding to the incoming telephone number stored in the customer information database 162 ′ and the operator information stored in the operator information database 166 ′. ) Is determined, the information regarding the determined operator telephone is notified to the incoming call control device 210 (S2), and the customer key information or the customer information of the incoming customer is transmitted to the determined operator terminal (here 220-1). (S3).

The incoming call control device 210 receives the incoming call from the customer at the determined operator telephone. For example, if the operator telephone number of the operator who satisfies the determined operator condition is 230-1, an incoming call is received at 230-1 (S4).

In this embodiment, the information of the customer who made the inquiry is popped up on the screen of the operator terminal to which the inquiry has been distributed. For example, when customer information is also transmitted in S3, a screen pop-up process may be performed based on the customer information,
In the case where only the key information is transmitted, the operator terminal transmits the customer information database 16
The customer information may be read from 2 ′ and the customer information may be displayed on a screen (S5).

As described above, in this embodiment, the incoming call from the customer can be automatically assigned to the call center operator based on at least one of the customer information and the operator information of the present system. It can be processed efficiently.

The host system 100 according to the present embodiment
The customer information database included in FIG.
As described in (B) and (C), it may be a case where the database exists as a set of a plurality of databases.

FIG. 2 is an example of a functional block diagram of the host system of the present embodiment.

The host system 100 includes a host computer 120 and a database server 150.

The host computer 120 has the processing unit 13
0, storage unit 122, information storage medium 126, and transmission / reception unit 12
4 is included.

The transmission / reception unit 124 exchanges data with the call center system 200 and the database server 150, and has both a transmission function and a reception function. You may.

The storage section 122 serves as a work area for the processing section 130 and the transmission / reception section 124, and its functions are realized by hardware such as a RAM, for example.

[0092] The processing unit 130 determines which terminal transmitted the received processing request and what kind of processing request it is, and performs various processing related to the business of the securities company. Its function is hardware (CPU, DS
It is realized by a combination of a processor such as P or an ASIC such as a gate array) and a program (or firmware or the like). However, all of the functions of the processing unit 130 may be realized by hardware, or all of them may be realized by a program.

The processing section 130 includes a call center support processing section 138.

The call center support processing section 138 reads customer information corresponding to the customer key information given in connection with the inquiry received by the call center from the database, and uses predetermined information included in the read customer information, A process of distributing the inquiry may be performed.

[0095] Further, customer information corresponding to the telephone number detected by the incoming call of the inquiry received by the call center is read from the database, and an operator terminal and an operator telephone for distributing the inquiry using predetermined information included in the read customer information. May be determined.

Further, before dispatching the inquiry to at least one of the operator terminal and the operator telephone, customer identification information is received by automatic customer correspondence, and customer information corresponding to the received customer identification information is read from the database and included in the read customer information. A process of determining at least one of the operator terminal and the operator telephone to which the inquiry is to be distributed may be performed using the obtained predetermined information.

Further, using predetermined information included in the read customer information, a corresponding operator condition is determined, and the inquiry is sent to at least one of an operator terminal and an operator telephone of the operator corresponding to the determined corresponding operator condition. You may make it sort.

Here, the predetermined information includes information relating to the customer's transaction level, information relating to the customer's skill, information relating to the customer's transaction fee, information relating to the customer's complaint status, information relating to the customer's advanced payment, and additional confirmation of the customer. The information may include at least one of the following information: information on the suspension of use of the customer; and information on the type of account opened by the customer.

Further, before distributing the inquiry to at least one of the operator terminal and the operator telephone, input information on the purpose of the inquiry is received by the automatic customer service, and the input information on the purpose of the received inquiry and the predetermined information included in the read customer information are received. At least one of the operator terminal and the operator telephone to which the inquiry is distributed may be determined using at least one of the above information.

Also, it is searched whether or not the customer information on the customer who the operator is dealing with exists in the customer information database for the call center. If not, the customer identification ID for the call center is assigned, and the input information from the operator terminal is input. And generating call center customer information based on at least one of the customer information of the customer registered in another database, and a call center customer identification ID.
May be registered in the call center customer information database in association with the information.

Also, based on the input contents from the operator terminal, the contact center generates contact history information which is information on a contact in response to a customer inquiry received by the call center and stores it in the call center customer information database in association with the call center customer identification ID. Alternatively, a process of screen pop-up of the contact history information of the inquiring customer may be performed on the operator terminal of the operator to which the inquiry has been distributed.

Further, at least one of an operator terminal and an operator telephone which reads out operator information corresponding to operator identification information given in association with at least one of a call center operator terminal and an operator telephone and distributes an inquiry based on the read operator information. A process of determining one may be performed.

Also, operator identification information input from at least one of the operator terminal and the operator telephone of the call center is received, and at least one of the operator terminal and the operator telephone is used by using the operator information read based on the received operator identification information. Alternatively, it may be determined whether to distribute the inquiry to one side.

Further, before dispatching the inquiry to at least one of the operator terminal and the operator telephone, the operator receives input information on the purpose of the inquiry by automatic customer service and, based on the operator information, an operator who can respond to the input information on the received inquiry. May be selected to distribute the inquiry to at least one of the operator terminal and the operator telephone corresponding to the selected operator.

Here, the operator information may include information on the skill of the operator, and at least one of the operator terminal and the operator telephone to which the inquiry is distributed may be determined based on the information on the skill of the operator.

The call center support processing unit 13
8 may be performed by the operator terminal.

The call center support processing section 138 includes an inquiry distribution processing section 132, a customer information search processing section 134, and an operator operation status monitoring processing section 136.

The operator operation status monitoring processing unit 136
A process of reading skill information corresponding to the operator ID received from the operator terminal from the operator information database 166 'is performed.

[0109] The customer information search processor 134 reads out customer information corresponding to the customer key information from the customer information database 162 '.

The inquiry distribution processing unit 132 determines the condition of the operator who responds to the inquiry based on the read customer information, and determines the vacant terminal having the operator who satisfies the response operator condition as the inquiry distribution destination. Do.

An information storage medium (storage medium usable by a computer) 126 stores information such as programs and data.
D, DVD), magneto-optical disk (MO), magnetic disk, hard disk, magnetic tape, or memory (RO
M or RAM).

The processing unit 130 controls the information storage medium 126
Performs various processes based on the information stored in. That is, the information storage medium 126 stores information (program or data) for executing the means (particularly, the blocks included in the processing unit 130) of the present invention (the present embodiment).

The program, data, and the like stored in the information recording medium 126 may be partially or wholly received via a transmission medium such as a network line. That is, the host computer 120 can also realize various functions described above by receiving, for example, a program, data, and the like embodied in a carrier wave from a predetermined host terminal device or the like via a network.

The database server 150 includes a transmission / reception unit 152 for transmitting / receiving data to / from the host computer 120 and the call center system 200, and an information storage unit 160 storing customer information 162, transaction information 164, operator information 166, and the like in a usable state. It is comprised including.

The information storage unit 160 is a storage medium readable by the CPU, such as a magnetic or optical recording medium or a semiconductor memory. For example, a RAM, a hard disk (magnetic disk)
Or a flexible disk, a CD-ROM, or the like.

The information storage unit 160 stores a customer information database 162 ′, a transaction information database 164 ′,
A configuration having an operator information database 166 ′ may be adopted.

The configuration of the host system is not limited to the above embodiment. Customer information, transaction information, and operator information may be logically or physically distributed in a plurality of databases.

Next, the database server 1 of the present embodiment
Each information stored in 50 will be described.

FIGS. 3A and 3B are diagrams for explaining the customer information 162 of the database server 150, respectively. Here, the customer information 162 includes customer-specific information 300 (FIG. 3A) generated for each customer, and customer response history information 340 generated for each inquiry of each customer.
including.

[0120] The customer-specific information 300 includes a CC number (call center customer number) 302, an account number 304, and a name 30.
6, telephone number 308, address 310, customer balance 312, transaction fee 314, trouble information 316, advance payment 318,
Additional information 320, suspension of use 322, account details 324, loss 326, customer classification information 328, material request information 330,
It includes information on the customer response history 332 and the like.

Here, the CC number 302 is a call center customer number, and is an identification number given to a customer who has accessed the call center, regardless of whether or not an account is opened at the securities company.

The account number 304 is the account number of the securities company. Generally, in securities companies, accounts are often managed for each department (including call centers). Since the call center of the present system accepts various inquiries other than securities transactions, such as requests for documents and inquiries about online trading, customers who call the call center may not have an account with the securities company.

The telephone number 308 is one of customer key information when searching for customer information in the present system.
That is, in the present system, a telephone number is detected by using a number display function or the like at the time of a call from a customer, and processing for searching and reading out the corresponding customer information from the database server using the telephone number as a key is performed.

The customer balance 312 is the current balance of the customer's deposit. The transaction fee 314 may be, for example, a total of transaction fees in the past, or a cumulative total of transaction fees for a predetermined period in the past.

The trouble information 316 stores trouble-related information such as the customer's complaint status. Advance payment 31
Numeral 8 is information on the amount of the advance paid by the securities company for the customer. The additional 320 is information on the current additional amount of the customer. The use suspension 322 is information relating to the suspension of the use of the order or the settlement suspension card.

The account information 324 to be opened is the type of the account opened by the customer at the securities company, and is, for example, information on whether or not each account such as a margin transaction, an option, a warrant, and a future is opened.

The loss 326 may be, for example, a total of past losses of the customer or a total of losses in a predetermined period in the past.

[0128] The customer classification information 238 stores information on the customer classification used when sorting incoming calls. In the present embodiment, the corresponding operator condition is determined based on the customer classification information. Specific examples of the customer classification will be described with reference to FIGS. 4A, 4B, and 4C.

[0129] The material request information 330 stores the status regarding the presence or absence of a material request and the sending status of the material. The presence or absence of a material request is updated based on input information from the operator terminal receiving the material request, and the status of the material sending status is determined by the terminal of the administrative department in charge of sending the material (see reference numeral 190 in FIG. 1). It is updated based on the input information from.

[0130] The customer response history 332 stores link information to the customer response history information that stores the response history of the call center to the customer so far.

The customer response history information 340 shown in FIG.
Is created each time a call center serves a customer,
The information includes information such as a CC number 342, a date 344, a corresponding content 346, and a comment 348.

The response content 346 stores inquiry content, response content, and the like based on information from the corresponding operator. The comment etc. 348 stores a comment etc. for the customer entered by the operator at the time of response.

The information stored in the customer response history record 340 is popped up on the screen of the operator information terminal when the operator responds. Therefore, the operator can respond to a customer inquiry while referring to the past contact history of the customer.

The customer information described with reference to FIGS. 3A and 3B may be physically or logically distributed in a plurality of databases.

FIGS. 4A, 4B, and 4C are diagrams for explaining a case where the customer information database is configured as a set of a customer database for a call center and a customer information database for each department. .

For example, the contents of the customer information described with reference to FIGS. 3A and 3B are distributed to the customer database 510 for the call center and the customer information database 520 for each department as shown in FIG. An existing configuration may be used.

In such a case, as shown in FIG. 4B, the customer information record 512 of the call center customer information database includes the CC number 302, the account number 304, and the name 30.
6, telephone number 308, address 310, customer classification information 32
8, information such as material request information 330 and customer correspondence history 332 may be included.

Further, as shown in FIG. 4C, the customer information record of the department-specific customer information database is, for example, customer information (see FIG. 3A) excluding the CC number 302, the material request information 330, and the customer correspondence history 332. ) May be included.

In this embodiment, when the customer information is distributed in a plurality of databases as described above, the given key information is obtained from the customer information stored in at least one of the plurality of customer information databases. (Phone number, etc.)
And retrieves and reads out the customer information corresponding to.

For example, if the customer information record 512 of the customer information database 510 for the call center is generated by the incoming call to the call center, the customer information record of the customer information database for the call center will be not exist. However, for example, when the customer is conducting a transaction with the securities company in any department store, the customer information record is stored in the customer information database for each department. In such a case, the customer information in the department-specific customer information database is read using the telephone number obtained at the time of the incoming call as a key.

Further, for example, when the incoming customer is a customer who does not have an account with the securities company and has only an inquiry, there is no customer information record in the department-specific customer information database 520. However, if the customer has previously received a call at the call center, a customer information record for the customer exists in the call center customer information database. In such a case, the customer information in the customer information database for the call center is read using the telephone number obtained at the time of the incoming call as a key.

FIG. 5 is a diagram for describing a specific example of customer classification in the present embodiment.

The customer classification 346 of the present embodiment includes “special customer”, “trouble level 4”, “trouble level 3”, “special transaction”.
There are “trouble level 2”, “trouble level 1”, “excessive loss customer”, “evaluation loss excess customer” and the like.

Here, the "special customer" is a customer classification given to a customer whose half-year fee is several million yen or more. For example, at a predetermined timing after the end of each half-year, whether or not the customer has the attribute is determined. Is reviewed. For example, the transaction fee of the current term is accumulated in the transaction fee of the customer information (reference numeral 314 in FIG. 3A), and at the end of the current term, it is determined whether or not the customer is a “special customer”. The section of the transaction fee (reference numeral 314 in FIG. 3A) of the customer information may be cleared.

“Trouble degree 4” is a customer classification given to a customer who has many complaints. For example, it may be determined whether or not “trouble level 4” is met in relation to the update timing of the trouble information (reference numeral 316 in FIG. 3A) of the customer information record.

“Trouble degree 3” is a customer classification given to a customer in the event that a reimbursement fee is being generated, an additional proof is being generated, or use is suspended. For example, in connection with the update timing of the advance payment (reference numeral 318 in FIG. 3A), additional verification (reference numeral 320 in FIG. 3A), and suspension of use (reference numeral 322 in FIG. 3A) of the customer information record. It may be determined whether or not “trouble level 3” is met.

The "special transaction" is a customer classification given to a customer who has opened an account for a margin transaction, an option, a warrant or a future. For example, a determination may be made as to whether or not a “special transaction” is to be performed in relation to the update timing of the opened account content (reference numeral 324 in FIG. 3A) of the customer information record.

"Trouble degree 2" is a customer classification given to a customer who needs a hearing due to inadequate registration or management (unknown address, delayed collection of documents, etc.). For example, it may be determined whether or not the “trouble level 2” corresponds to the time of creating the customer information record or the timing of updating the corresponding information.

The "trouble level 1" is a customer classification given to customers (excluding those who are adventurous complaints) who have experienced advance payments, suspension of use, or such problems in the past. For example, a determination may be made as to whether or not the “trouble level 1” corresponds to the update timing of the corresponding information in the customer information record.

The "Loss excessive customer" is a customer classification given to customers (excluding complaints) who have traded in brands with realized losses of several tens percent or more in the past month. For example, it may be determined every day at a predetermined timing whether or not the customer is “excessive loss customer”.

The “excessive evaluation loss customer” is a customer classification given to a customer whose real loss ratio in the last February in the holding balance is several tens percent or more. For example, it may be determined every day at a predetermined timing whether or not the customer is “excessive loss customer”.

When one customer satisfies the classification criteria of a plurality of customer classifications, one of the customer classifications may be determined according to a predetermined algorithm.

In the present embodiment, when a call is made to the call center, an operator condition for the customer is determined based on the customer classification information of the customer who has made the call. Therefore, an operator having skills corresponding to each customer classification can be assigned to customers who satisfy the classification criteria of the customer classification.

FIG. 6 is a diagram for explaining the transaction information 164 stored in the database server 150.

The transaction information 164 is created for each transaction, and includes a contract date 352, a self / consignment distinction 354, a trade type 356, a transaction type 358, a customer name 360, and a brand name 3
62, a quantity 364, a unit price 366, a transaction amount 368, a commission 370, a transaction tax amount 372, a business office 374, and the like.

The contract date 352 is the date when the contract of the transaction concerned is established, the self / consignment distinction 354, the trade type 356 is the distinction between sale and purchase, and the transaction type 358 is ordinary stock, bond, mini Information on the types of transactions such as stocks, funds, margin transactions, options, warrants, futures, etc.,
The sales office 374 is information on the business office that has received the transaction.

In this embodiment, customer transaction information 164
Is popped up on the operator information terminal of the operator corresponding to the customer. Therefore, the operator can respond to the customer's inquiry while referring to the customer's past transaction history.

FIG. 7 is a diagram for explaining the operator information 166 of the database server 150.

The operator information 166 is information on each operator who has registered an operator with the call center support system of the present system, and includes an operator ID 402 and a skill classification 404. Operator I
D is an ID for identifying each operator.

The skill classification 404 is information indicating to which skill classification the skill possessed by each operator belongs.
In the present embodiment, it is determined whether or not the operator at each operator terminal satisfies the corresponding operator condition for the inquiry based on the skill classification.

FIG. 8 is a diagram for explaining an example of the skill classification of the operator according to the present embodiment.

The skill classification 404 indicates the type of skill classification according to the present embodiment, and the operator capability 452 indicates the required capability of the operator to be classified into the skill classification.

Each operator engaged in the operator work at the call center of the present system has the operator capacity 4
52, "A" to "G"
3 ”, and the result of the classification is registered in the operator information database 166 ′ as a skill classification.

For example, an operator who is a type 1 foreign worker and has a high ability to deal with customers comprehensively belongs to the skill class “A”, and an operator who can respond to the inquiry of the material request level belongs to the skill class “G3”. Here, “A” to [G
The higher the rank of “3”, the higher the skill.

FIG. 9 is a diagram for explaining the outline of the process of determining the distribution destination of an inquiry. a1 to a5 are processes for monitoring the current operation status of the operator and updating the operator terminal operation status table, and b1 to b4 are for inquiring based on the customer information stored in the customer information database and the operator operation status table. This is the process of sorting.

First, the processing (a1 to a5) for monitoring the current operation status of the operator and updating the operator terminal operation status table will be described.

FIG. 10 is an example of the operator terminal operation status table.

Operator terminal operation status table 470
Is a table showing the current operation status of each operator terminal of the call center, and is updated in real time based on information sent from the operator terminal.

Terminal No. 472 is an identification number given to each operator terminal located at the call center.
The operator ID 474 is an operator ID of an operator currently operating the operator terminal.

The skill information 476 stores the skill classification (reference numeral 404 in FIG. 6) corresponding to the operator ID stored in the operator information database.

The real-time operation information 478 stores data representing the current situation of the operator in real time. For example, if the current status of the operator can be classified into three statuses: standby, customer service, and post-processing, information indicating any one of the statuses is stored.

In this embodiment, each time the operator assigned to the operator terminal 220 changes, an input of an operator ID from a new operator is received.
D to the host computer 120 (a
1).

The operator operation status monitoring processor 136 of the host computer 120 that has received the information reads the skill information corresponding to the received operator ID from the operator information database 166 ′ (a 2), and reads the corresponding skill information in the operator operation status table 470. It is stored in the skill information 476 of the operator ID (a3).

In the present embodiment, the operator terminal 2
When the state 20 (waiting, customer service, post-processing, etc.) changes, the operator terminal 220 detects the state change in real time and transmits the state change information to the host computer 120 (a4).

The operator operation status monitoring processor 136 of the host computer 120 receiving this updates the real-time operation information 478 of the operator operation status table 470 based on the status change information (a5).

Next, the processing (b1 to b4) for distributing inquiries based on the customer information stored in the customer information database and the operation status table of the operator will be described.

Upon receiving an inquiry from a customer, the incoming call control device 210 transmits a telephone number or the like detected by using a number display function or the like to the host computer 120 as customer key information (b1).

[0178] Upon receiving this, the customer information search processing section 134 of the host computer 120 sends the customer information database 1
The customer classification of the customer information corresponding to the customer key information is read from 62 ′ (b2).

The inquiry distribution processing unit 132 of the host computer 120 determines the condition of the operator responding to the inquiry (corresponding operator condition) based on the read customer classification, and refers to the operator terminal operation status table 470 to determine the condition. A vacant terminal having an operator who satisfies the corresponding operator condition is determined as an inquiry distribution destination (b3, b4).

FIG. 11 is a diagram for explaining an example of the corresponding operator condition determined according to the customer classification.

The correspondence table 460 shows the correspondence between the customer classification and the corresponding operator condition. That is, the corresponding operator condition of the customer whose customer classification is “good customer” is the operator of skill class “A”, and the corresponding operator condition of the customer whose customer class is “trouble degree 4” is the operator of skill class “B”. The corresponding operator condition of the customer whose customer class is “trouble degree 3” is the operator of skill class “C”, and the corresponding operator condition of the customer whose customer class is “special transaction” is the operator of skill class “D”. The corresponding operator condition of the customer whose classification is “trouble degree 2” is skill classification “F1”.
Or, the corresponding operator condition of the customer who is an operator of “E2” and the customer classification is “trouble degree 1” is the skill classification “F
"1" or "E2", the corresponding operator condition of the customer whose customer classification is "excessive loss customer" is the operator of skill class "F1" or "E2", and the customer classification is "excessive loss customer". The corresponding operator condition of the customer is an operator of skill class “F1” or “E2”.

Note that the corresponding operator condition may be determined in consideration of the information on the purpose of the inquiry received by the automatic customer response at the time of the inquiry.

That is, when the customer classification is “trouble level 1”, “trouble level 2”, “excessive loss customer” or “excessive loss customer”, the purpose information of the customer inquiry received by automatic voice response or the like is also included. In addition, it may be determined to be either “F1” or “E2”.

FIG. 12 is an example of a customer correspondence display screen displayed on the operator terminal.

In this embodiment, for a customer having customer information in the database server, the customer information is
The screen pops up on the customer-facing screen of the operator terminal.

On the customer correspondence screen 490, various customer information 492 such as a customer's name, gender, age, etc.,
4 and points 496 to be considered in dealing with customers. Such information is popped up on the screen based on the customer information and customer response history information of the customer stored in the database server. Therefore, the operator who receives a call from the customer can respond to the customer while looking at the customer response screen, and can refer to the customer's contact history, transaction progress, and points of caution for the first customer to respond. Smooth reception is possible.

[0187] For example, when customer information is distributed in a plurality of databases, a screen pop-up is performed by the customer information read from the plurality of databases. Therefore, the operator who responds to the inquiry can refer to customer information distributed and existing in a plurality of databases, and can perform unified management of customer correspondence.

Next, various processing examples of the call center support system of the present embodiment will be described with reference to flowcharts.

FIG. 13 is a flowchart for explaining an example of a process of updating skill information in the operator terminal operation status table.

When the operator terminal is logged in with a new operator ID, the following processing is performed (step S).
10).

First, the operator ID is stored in the corresponding area of the operator terminal operation status table (step S2).
0).

Then, based on the operator ID, the skill information of the corresponding operator is read from the operator information database (operator information of the database server), and the skill information is stored in the corresponding area of the operator terminal operation status table (step S30).

FIG. 14 is a flowchart for explaining an example of a real-time update process of the operation information of the operator terminal operation status table.

When the operation change information is received from the operator terminal, the real-time operation information of the corresponding terminal ID in the operator terminal operation status table is updated based on the received change information (steps S50 and S60).

FIGS. 15 to 18 are flowcharts for explaining an example of processing for distributing an incoming call to an operator.

The incoming call control device for customer service installed in the call center detects the telephone number when receiving a call from the customer and notifies the host computer of the detection (step S110). Here, the telephone number can be obtained, for example, by a number display function.

If the telephone number is not notified, the process goes to step S170. If not, the host computer searches the customer information database using the telephone number as a key (step S130).

If the customer information corresponding to the telephone number is not in the customer information database, the process proceeds to step S170. If the customer information corresponding to the telephone number is already registered in the customer information database, the following processing is performed. Is performed (step S140).

If the customer classification of the customer information corresponds to any one of “special customer”, “trouble degree 4”, “trouble degree 3”, and “special transaction”, the operator condition is determined as follows according to the customer classification. I do. In other words, when the customer classification is “special customer”, the skill attribute is “A”, and when the customer classification is “trouble degree 4”, the skill attribute is “B”.
If the customer class is "trouble degree 3", the skill attribute is "C" and if the customer class is "special transaction", the skill attribute is "D". Is determined (steps S150 and S160).

If the customer classification in the customer information does not correspond to any one of “special customer”, “trouble level 4”, “trouble level 3”, and “special transaction”, the process proceeds to step S170.

At step S170, it is confirmed whether or not the user is an account holder by means of automatic voice. If not, the following processing is performed (step S180).

First, the customer is prompted to select one of the following by automatic voice support. In other words, "inquiry about products"
If so, the user is prompted to input '3', 'inquiry about the procedure', '4', and 'material request', '6' (step S190).

Then, the operator conditions are determined as follows according to the customer input data. That is, the customer input data is 3
(Inquiry about merchandise), the operator of skill attribute is "F3"; if the customer input data is 4 (inquiry about procedure), the operator of skill attribute is "G1"; If it is (Request Material), the corresponding operator condition is determined such that the operator has the skill attribute of "G3" (step S200).

In step S170, it is confirmed whether or not the user is an account holder by using automatic voice. If the account holder is found, the following processing is performed (step S180).

First, the user is prompted to input a branch account number in response to automatic voice (step S210).

Then, the host computer searches the customer information database using the entered department account number as a key (step S220).

If the customer classification of the customer information corresponds to any one of “special customer”, “trouble level 4”, “trouble level 3”, and “special transaction”, the operator condition is determined as follows. That is, if the customer classification is “special customer”, the skill attribute is “A”, if the customer classification is “trouble level 4”, the skill attribute is “B”, and the customer classification is “B”. If the degree of trouble is "3", the operator is assigned the skill attribute "C" and the customer classification is "special transaction".
If so, the corresponding operator condition is determined so that the operator has the skill attribute of "D" (step S23).
0, S240).

If the customer classification in the customer information does not correspond to any of "customer", "trouble degree 4", "trouble degree 3" and "special transaction", the following processing is performed.

First, the customer is prompted for one of the following selections with automatic voice support. That is, "1" for "order",
'2' for 'inquiry', '3' for 'product inquiry', '4' for 'procedure inquiry', '4' for 'machine inquiry'
If the request is 5 'or "material request", the user is prompted to input' 6 '(step S250).

If the customer input data is "1", the corresponding operator condition is determined to be "F1" (steps S260 and S270).

When the customer input data is not "1", the following processing is performed.

The customer classification of the customer information is “trouble level 1”
If any of “excessive loss customer”, “excessive loss customer”, and “trouble level 2” is applicable, the corresponding operator condition is determined as follows according to the customer classification. That is, if the customer classification is “trouble level 1”, the skill attribute is “E1”
Operator has a skill attribute of “E1” when the customer classification is “excessive customer” and skill attribute “E1” when the customer classification is “excessive customer”.
If the customer classification is “trouble level 2”, the corresponding operator condition is determined so that the skill attribute becomes the operator of “E2” (steps S280 and S280).
290).

The customer classification of the customer information is “trouble degree 1”, “excessive loss customer”, “evaluation loss excessive customer”, “trouble degree 2”.
If none of the above conditions applies, the corresponding operator condition is determined as follows according to the customer input data. That is, if the customer input data is 2 (inquiry), the operator whose skill attribute is "F2" is
(Inquiry about merchandise), the operator with skill attribute "F3"; if the customer input data is 4 (inquiry about procedure), the operator with skill attribute "G1"; (Inquiry about machine), the skill attribute is "G
2) operator input data is 6 (material request)
If so, the corresponding operator condition is determined such that the operator has the skill attribute "G3" (step S3).
00).

FIG. 19 is a diagram for explaining a process of receiving an incoming call based on the corresponding operator condition and popping up customer information on the screen of the operator terminal.

First, an operator terminal (terminal No.) is determined according to the corresponding operator condition determined with reference to the operator terminal operation status table (step S31).
0).

If no operator terminal (terminal No.) meeting the operator conditions determined here is available,
An empty operator terminal may be found from an operator terminal having a higher skill classification and determined there, or a second or third candidate may be determined in advance,
If there is a vacancy in the second or third candidate operator terminal, it may be determined there.

Next, an incoming call is received by the operator telephone corresponding to the determined operator terminal (step S32).
0).

Next, when there is the corresponding customer information in the database, the corresponding customer information read from the database is popped up on the screen of the determined operator terminal, and the customer correspondence screen is output (step S33).
0, S340). The processing required for the screen pop-up may be performed by the host computer or may be performed by the operator terminal. When the operator terminal performs a process necessary for screen pop-up, the host computer may receive and use the read customer information, or the operator terminal may directly access the database.

When the customer information is distributed and stored in a plurality of databases, if the customer information exists in any one of the databases, the customer information of the existing database is read and the screen pop-up processing is performed. Used.

If there is no corresponding customer information in the database, a new customer correspondence screen is output to the determined operator terminal (steps S330, S350).

FIG. 20 is a diagram for explaining processing when new customer information is registered in a call center database managed by the call center.

[0222] It is searched whether or not the customer is registered in the call center database, and if not, a new CC number to be given to the customer is determined, and the information (operator input information) input from the operator terminal is determined. ) And at least one of the customer information registered in the other customer information databases, the customer information record of the customer is registered in the customer information database for the call center (steps S410, S420).

In the above embodiment, the case where the inquiry is sorted by referring to the customer information in the customer information database and the operator information in the operator information database in real time has been described as an example. However, the present invention is not limited to this.

The inquiry may be sorted by referring only to the customer information database without referring to the operator information database. For example, a configuration may be adopted in which the skills of the operators to be arranged in each operator terminal are fixed in advance, and the operators are arranged so as to meet the fixed skill information. In this case, the terminal No. Since the skill information of the terminal is fixed in advance, the inquiry can be distributed to the operator who satisfies the response operator by referring only to the customer information database.

Further, the inquiry may be sorted by referring only to the operator information database without referring to the customer information database. For example, the inquiry may be distributed by determining the corresponding operator condition only in accordance with the customer input data input at the time of the call.

FIG. 21 is a flowchart for explaining the flow of processing for determining the corresponding operator condition by referring to only the operator information database and not referring to the customer information database.

First, when there is an incoming call from a customer, the customer is prompted to select one of the following by automatic voice response. That is, "1" for "order", "2" for "inquiry",
'3' for 'inquiry about goods',' 4 'for' inquiry about procedure ',' 5 'for' inquiry about machine ','
The user is prompted to input 6 '(step S510).

The corresponding operator condition is determined as follows according to the customer input data. That is, when the customer input data is 1 (order), the skill attribute is “A” to
When the customer input data is 2 (inquiry) for the operators “D”, “E1”, “E2” and “F1”, the operator with skill attribute “F2” is 3 ), The skill attribute is “F
When the customer input data is 4 (inquiry about the procedure) for the operator of "3", the skill attribute is "G1"
When the customer input data is 5 (inquiry about the machine), the skill attribute is "G2", and when the customer input data is 6 (material request), the skill attribute is "G3". The corresponding operator condition is determined so as to become an operator (step S520).

Although the preferred embodiments to which the present invention is applied have been described, the application of the present invention is not limited to the above-described embodiments.

For example, in the present embodiment, the distribution when the customer makes an inquiry to the call center by telephone has been described, but the present invention is not limited to this. For example, the customer may make an inquiry on the Web via the Internet or the like.

FIG. 22 shows an example of a system configuration of a call center support system for receiving an inquiry on the Web according to the present embodiment.

[0232] The call center support system of the present embodiment includes a call center system 550, a host system 540, and a WWW server 530. The back-office section terminal 190 may be included.

Here, the call center system 550 is
It includes each operator terminal 220-1 and 220-2. Each of the operator terminals 220-1 and 220-2 is connected to a host system 540, and is configured to be able to access a database server 150 including at least one of customer information and operator information.

[0234] The host system 540 includes the host computer 120 and the database server 150, and is connected to the call center system 550 and the office section system 190.

When the host system 540 performs transaction processing such as buying and selling, it may be connected to the host computer 22 of the stock exchange 20 via a dedicated line.

The WWW server 530 is configured to be connectable to a client information communication terminal 510 via a network 520 such as the Internet, and is connected to a host system 540 via a given dedicated line 560.

The WWW server 530 and the customer's information communication terminal 510 of the present system are connected to the Internet via a network of a communication trader called a provider, for example.

The transmission path between the WWW server 530 of the present system and the information communication terminal 510 of each customer may include a wireless transmission path or may be connected by a wired transmission path.

[0239] The WWW server 530 of the present system also has a function as a web server or the like, and establishes a homepage on the Internet that supports the World Wide Web (WWW).

The WWW server 530 is constituted by a modem, a terminal adapter, a router, or the like.
A communication device (not shown) that transmits and receives data to and from the information communication terminal 510 of the customer via a communication line such as a telephone line, an ISDN line, or a dedicated line is also included.

The information communication terminal 510 is, for example, a personal computer (PC) or a portable terminal owned by a customer, and includes an input unit, a control unit, a display unit, a communication unit, and the like.
W browser is installed.

Therefore, the customer accesses the site provided by the system by specifying the URL (Uniform Resource Locator) of the homepage of the present system which receives online trades and various inquiries from the information communication terminal 510, and makes various inquiry on the Web It can be performed.

Various inquiries made on the Web are
The W server 530 receives it and transmits it to the host system 540 together with the received information (S11). Here, the received information is an identification ID input by the customer, an IP address of the information communication terminal of the customer, an identification ID stored in a cookie (these are hereinafter referred to as customer key information), and the like.

Host system 54 receiving customer key information
0 determines a distribution destination (an operator terminal corresponding to an incoming customer) based on at least one of customer information corresponding to customer key information stored in the customer information database and operator information stored in the operator information database, and determines The customer key information or customer information of the incoming customer is transmitted to the selected operator terminal (S12).

[Brief description of the drawings]

FIG. 1 is an example of a system configuration of a call center support system according to an embodiment.

FIG. 2 is an example of a functional block diagram of a host system according to the present embodiment.

FIGS. 3A and 3B are diagrams for explaining customer information of a database server; FIG.

FIGS. 4A, 4B, and 4C are diagrams for explaining a case where a customer information database is configured as a set of a customer database for a call center and a customer information database for each department; is there.

FIG. 5 is a diagram for describing a specific example of customer classification in the present embodiment.

FIG. 6 is a diagram for explaining transaction information stored in a database server.

FIG. 7 is a diagram for explaining operator information of a database server.

FIG. 8 is a diagram illustrating an example of an operator skill classification according to the present embodiment.

FIG. 9 is a diagram for explaining an outline of a process of determining an inquiry distribution destination;

FIG. 10 is an example of an operator terminal operation status table.

FIG. 11 is a diagram illustrating an example of a corresponding operator condition determined according to a customer classification.

FIG. 12 is an example of a customer-facing display screen displayed on the operator terminal.

FIG. 13 is a flowchart illustrating an example of a process of updating skill information in an operator terminal operation status table.

FIG. 14 is a flowchart illustrating an example of a real-time update process of operation information of an operator terminal operation status table.

FIG. 15 is a flowchart illustrating an example of a process of distributing incoming calls to an operator.

FIG. 16 is a flowchart for explaining an example of a process of allocating incoming calls to an operator, following FIG. 15;

FIG. 17 is a flowchart, following FIG. 16, for explaining an example of a process of distributing incoming calls to an operator.

FIG. 18 is a flowchart for explaining an example of a process of allocating incoming calls to an operator, following FIG. 17;

FIG. 19 is a diagram for describing a process of receiving an incoming call based on a corresponding operator condition and popping up customer information on an operator terminal on a screen.

FIG. 20 is a diagram for describing processing when registering new customer information in a call center database managed by the call center.

FIG. 21 is a flowchart for explaining a flow of processing for determining a corresponding operator condition without referring to the customer information database by referring only to the operator information database;

FIG. 22 is an example of a system configuration of a call center support system for receiving an inquiry on the Web according to the present embodiment.

[Explanation of symbols]

 Reference Signs List 10 call center support system 20 stock exchange 30 telephone (customer) 100 host system 120 host computer 122 storage unit 124 transmission / reception unit 126 information storage medium 130 processing unit 132 inquiry distribution processing unit 134 customer information search processing unit 136 operator operation status monitoring processing unit 138 call center support processing section 150 database server 152 transmission / reception section 160 information storage section 162 customer information 162 'customer information database 164 transaction information 164' transaction information database 166 operator information 166 'operator information database 190 office processing terminal 200 call center system 210 incoming call control Equipment 220-1, 220-2 Operator terminal 230-1, 230-2 Operator telephone 300 Customer-specific information 340 Customer応履 history information

Claims (28)

[Claims] 1. A system for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and accepting an inquiry via a given communication line, the system comprising: Means for reading customer information corresponding to the given customer key information from the database, and means for determining at least one of an operator terminal and an operator telephone to which an inquiry is to be distributed using predetermined information included in the read customer information. A call center support system characterized by including: 2. A system for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and accepting an inquiry via a given communication line, wherein the call center detects the inquiry received by receiving a call. Means for reading customer information corresponding to the read telephone number from the database, and means for deciding at least one of an operator terminal and an operator telephone for sorting inquiries by using predetermined information included in the read customer information. A call center support system characterized by: 3. A system for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and receiving an inquiry via a given communication line, wherein at least one of the operator terminal and the operator telephone is provided. Before distributing the inquiry, means for receiving customer identification information by automatic customer correspondence, means for reading customer information corresponding to the received customer identification information from a database, and using predetermined information included in the read customer information, Means for deciding at least one of an operator terminal and an operator telephone for distributing the inquiry. 4. The operator according to claim 1, wherein an operator condition to be handled is determined using predetermined information included in the read customer information, and an operator of the operator corresponding to the determined corresponding operator condition is determined. A call center support system for distributing the inquiry to at least one of a terminal and an operator telephone. 5. The information according to claim 1, wherein the predetermined information includes information relating to a customer transaction level,
Information on customer skills, information on customer transaction fees, information on customer complaint status, information on customer advance payments, information on customer confirmation, information on customer suspension, information on customer open account types. A call center support system comprising at least one. 6. The method according to claim 1, further comprising: means for receiving input information relating to the purpose of the inquiry by automatic customer response before distributing the inquiry to at least one of the operator terminal and the operator telephone. A call center support system characterized in that at least one of an operator terminal and an operator telephone to which an inquiry is distributed is determined by using at least one of input information on the purpose of (1) and predetermined information included in the read customer information. 7. The system according to claim 1, further comprising: means for reading operator information corresponding to operator identification information provided in association with at least one of an operator terminal of a call center and an operator telephone from a database. A call center support system for determining at least one of an operator terminal and an operator telephone to which an inquiry is distributed using operator information. 8. The operator terminal according to claim 7, wherein information related to the skill of the operator corresponding to the operator identification information input from the operator terminal of the call center is read, and the read information related to the skill of the operator is used. A call center support system characterized in that it is determined whether or not to distribute an inquiry to an operator telephone. 9. The customer information according to claim 1, wherein the customer information includes a plurality of customer information databases in which customers or registration items are dispersedly distributed and stored, and customer key information, telephone number information, or A call center support system for searching and reading customer information corresponding to any one of customer identification information from customer information stored in at least one of the plurality of customer information databases. 10. The course center according to claim 9, further comprising means for screen pop-up of customer information read from at least one of a plurality of customer information databases at the operator terminal to which the inquiry has been distributed. Support system. 11. The call center customer information database according to claim 1, wherein at least a part of the customer information is stored in a call center customer information database that stores information of customers registered in a call center. Wherein the customer information includes customer information of a customer who does not have a transaction account with a company associated with the call center. 12. The method according to claim 11, wherein the operator searches for customer information relating to the customer who is present in the customer information database for the call center, and if not, assigns a customer identification ID for the call center. Generates call center customer information based on at least one of the input information from the operator terminal and the customer information of the customer registered in another database, and registers the call center customer information in the call center customer information database in association with the call center customer identification ID. A call center support system characterized by the following. 13. The call center customer identification ID according to claim 11, wherein contact history information that is information about a contact in response to a customer inquiry received by the call center is generated based on the input content from the operator terminal. Call center support further comprising: means for storing in the call center customer information database in association with the call center; and means for screen pop-up of the contact history information of the inquiring customer on the operator terminal of the operator to which the inquiry is distributed. system. 14. A method for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and accepting inquiries via a given communication line, the method comprising: A step of reading customer information corresponding to the given customer key information from the database; and a step of determining at least one of an operator terminal and an operator telephone to which an inquiry is sorted by using predetermined information included in the read customer information. A call center support method comprising: 15. A method for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and accepting an inquiry via a given communication line, wherein the call center detects the inquiry by receiving an inquiry. Reading out customer information corresponding to the read telephone number from the database, and determining at least one of an operator terminal and an operator telephone to which an inquiry is to be distributed using predetermined information included in the read out customer information. A call center support method characterized by the following. 16. A method for supporting a call center having at least one of a plurality of operator terminals and a plurality of operator telephones and accepting inquiries via a given communication line, wherein at least one of the operator terminal and the operator telephone is provided. Before distributing the inquiry, a step of receiving customer identification information by automatic customer correspondence, a step of reading customer information corresponding to the received customer identification information from a database, and using predetermined information included in the read customer information, Determining at least one of an operator terminal and an operator telephone for distributing the inquiry. 17. The operator according to claim 14, wherein an operator condition to be handled is determined using predetermined information included in the read customer information, and an operator of the operator corresponding to the determined corresponding operator condition is determined. A call center support method, wherein the inquiry is distributed to at least one of a terminal and an operator telephone. 18. The method according to claim 14, wherein the predetermined information includes information on a transaction level of a customer,
Information on customer skills, information on customer transaction fees, information on customer complaint status, information on customer advance payments, information on customer confirmation, information on customer suspension, information on customer open account types. A call center support method comprising at least one. 19. The method according to claim 14, further comprising the step of receiving input information on the purpose of the inquiry by automatic customer response before distributing the inquiry to at least one of the operator terminal and the operator telephone. A call center support method characterized in that at least one of an operator terminal and an operator telephone to which an inquiry is distributed is determined using at least one of input information relating to the purpose and predetermined read information included in the read customer information. 20. The method according to claim 14, further comprising a step of reading operator information corresponding to operator identification information given in association with at least one of an operator terminal of a call center and an operator telephone from a database. A call center support method, wherein at least one of an operator terminal and an operator telephone to which an inquiry is distributed is determined using operator information. 21. The operator terminal according to claim 20, wherein information on the skill of the operator corresponding to the operator identification information input from the operator terminal of the call center is read, and the read information on the skill of the operator is used for the operator terminal and the corresponding operator terminal. A call center support method, comprising: determining whether to distribute an inquiry to an operator telephone to be called. 22. The customer information according to any one of claims 14 to 21, wherein customers or registration items are stored in a plurality of customer information databases in such a manner that customers or registration items are duplicated and dispersible. A call center support method, wherein customer information corresponding to any information of customer identification information is retrieved and read from customer information stored in at least one of the plurality of customer information databases. 23. The call center support according to claim 22, further comprising a step of screen pop-up of customer information read from at least one of a plurality of customer information databases to the operator terminal to which the inquiry has been distributed. Method. 24. The call center customer information database according to claim 14, wherein at least a part of the customer information is stored in a call center customer information database that stores information of customers registered in the call center. Wherein the customer information includes customer information of a customer who does not have a transaction account with a company associated with the call center. 25. The system according to claim 24, wherein the operator searches whether or not customer information relating to the customer who is responding exists in the customer information database for call center, and if not, assigns a customer identification ID for call center, Generating call center customer information based on at least one of the input information from the operator terminal and customer information of the customer registered in another database, and registering the call center customer information ID in the call center customer information database in association with the call center customer identification ID. A call center support method characterized by the following. 26. A call center customer identification ID according to claim 24, wherein contact history information, which is information on a contact in response to a customer inquiry received by the call center, is generated based on the input content from the operator terminal. Call center support further comprising a step of storing the contact history information of the inquiring customer on the operator terminal of the operator to which the inquiry has been distributed, in a step of storing the contact history information in the call center customer information database in association with the inquiry center. Method. 27. A program usable by a computer, the program causing a computer to realize the call center support system according to claim 1. Description: 28. A program usable by a computer, the program causing a computer to implement the call center support method according to claim 14. Description: