JP2003169144A - Call center managing server, management method therefor and system therefor - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center managing server, a management method therefor and a system therefor for enabling efficient and simultaneous handling of a plurality of telephone call cases on the same client. <P>SOLUTION: The call center managing server has a telephone call function for an operator to originate a telephone call from a terminal to the client, a telephone call receiving function for receiving incoming telephone call from the client, a telephone call case master storage means for storing telephone call case data, a name identifying function for applying priority to case data when the plurality of telephone call case data exist concerning the same client, registering the case of the highest priority as representative case data and registering the cases except for the highest priority as name identifying case data in the telephone call case master storage means, and a telephone call list preparing function for preparing one or a plurality of telephone call candidate representative case lists by extracting a representative case group having a prescribed attribute from all the representative case data stored in the telephone call case master storage means. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call center management server, its management method, and its system.

[0002]

2. Description of the Related Art Due to technological innovation and increased consumer awareness, customer demands for various products and services have become more diverse and more sophisticated. For example, many questions, requests, and complaints are received from customers who purchase and sell products that are manufactured and sold by manufacturers and shops on the Internet. A so-called call center has been established in order to appropriately respond to such customer demands and collect and record the information for use in marketing.

A large number of operators are arranged in the call center to directly answer and answer telephone calls (calls, incoming calls) from customers through various communication terminals such as telephones and personal computers. The terminal of each operator is CTI (Computer T
An elephony integration) server, etc., centrally manages the computer function and the telephone function to work together. For example, the CTI server
When an operator responds to an incoming call from a customer who is already registered in the customer database, a customer information list showing the sales history of the customer is automatically displayed on the screen of the operator terminal.

[0004] The work of the operator is roughly divided into a call work for making a call from the operator to the customer and a power receiving work corresponding to incoming power from the customer.

[0005] For the call work, for example, the call customer list of the day designated by the supervisor of the call center is CTed.
I take it out from the I server, call it one after another in the order of the list, and convey and listen to the necessary information to each customer. At that time, each time the call work to each customer is completed, the necessary items of the conversation contents are input at the operator terminal. The conversation record input in this way is stored in a customer database of the CTI server or the like, and is used as customer information in a later call business or as information for sales promotion activities.

[0006] The power receiving work is basically the same as the call receiving work. When the power is received from the customer, the required information is transmitted and listened to, and the operator inputs the conversation record from the terminal to record it in the server. I'll do it.

[0007]

[Problems to be Solved by the Invention] When a plurality of call projects exist for one customer, a problem may occur. Specifically, for example, at a call center of a debt collection agency service provider, a company that performs online mail-order and various client companies such as mobile phone carriers (hereinafter referred to as creditors) receive agency requests and receive products (services) of the client company. ) If the operator calls a reminder phone to the consumer (debtor) who is delinquent in paying the charges, and if a customer is delinquent in the charges to multiple customer companies, these claims It is preferable that a single operator handles all of the related claims and makes a promise of deposit and a telephone reservation for all related claims.

However, in the past, there was no technology for one operator to collectively handle a plurality of call cases (credit reminder in the above example) belonging to the same customer, which is inefficient or the same. Calls from different operators from the call center often made the customer's impression worse.

Therefore, the present invention has been made to solve the above problems, and a call center management server capable of efficiently handling a plurality of call cases for the same customer, a management method thereof, and a system thereof. The purpose is to provide.

[0010]

In order to solve the above-mentioned problems, a first invention according to the present application is to provide a call function for managing a call operation in which an operator calls a customer from an operator terminal, and a customer. A power receiving function that allocates incoming power from an appropriate operator to an appropriate operator to perform power receiving work, and a call project master storage unit that stores call project data that is content information of a project that should be called to a customer, and the same customer If there are a plurality of the above-mentioned call project data, priority is given to the plurality of project data, the highest-priority project is used as the representative project data, and projects other than the highest-priority project are the representative project data. As the name identification case data associated with, the name identification function registered in the call matter case master storage means and a predetermined case from all the representative case data stored in the call matter case master storage means Extracting a representative project group with sex, 1
A call center management server having a call list creation function for creating a list of one or more call candidate candidates.

According to the first aspect of the invention, when there are a plurality of call data items for the same customer,
By providing a name identification function that registers the highest priority item as representative item data and other items as name identification item data that accompanies the representative item data in the call item master storage means, Since it is possible to handle cases collectively, it is possible to prevent multiple operators from performing the same call for one customer separately. It does not make an impression.

A second invention according to the present application is the call center management server according to the first invention, wherein the name identification function deletes representative case data, which is the current highest priority, from the call case master storage means. In this case, the call center management server is characterized by having a carry-up function that newly sets the name identification case data having the second priority as a representative case.

According to the second aspect of the invention, the case data of the second priority (name identification data) is deleted, for example, when the representative case does not need to be called and is deleted from the call case master storage means. The highest priority (of which is the highest priority) is used as the representative case data, and it is possible to always handle the call cases related to the same customer collectively, which is efficient and gives the customer trouble and a bad impression. Nor.

Further, a third invention according to the present application is a power receiving function in which an operator calls a customer from an operator terminal to manage a call work and a call from the customer is allocated to an appropriate operator. In the case where there is a plurality of the above-mentioned call project data for the same customer, a power receiving function for performing the call, a call project master storage unit that stores call project data that is the content information of the project to be called to the customer, A priority is given to the plurality of item data, the item with the highest priority is used as representative item data, and the items other than the highest priority are used as name identification item data attached to the representative item data. A name identification function registered in the storage means and a representative case group having a predetermined attribute is extracted from all the representative case data stored in the call case master storage means, and one It has a call list creation function to create multiple call candidate candidate case lists and a conversation content registration function to register conversation content information, which is the main point of conversation between the operator and the customer, for each call case data. The conversation content registration function is a call center management server having an automatic registration function for automatically registering conversation content information about the representative case data also for the name identification case data of the representative case.

According to the third aspect of the invention, when the call center management server has a conversation content registration function for registering conversation content information, which is the main point of conversation content between the operator and the customer, for each call project data. The conversation content registration function has an automatic registration function for automatically registering the conversation content information about the representative case data also for the name identification case data, so that the conversation content information can be easily registered.

Further, a fourth invention according to the present application is that a call function for managing the call work in which the operator calls the customer from the operator terminal and the call from the customer is allocated to an appropriate operator to receive the work. There is a power receiving function for performing a call, a call project master storage unit that stores call project data that is content information of a project that should be called to a customer, and the call project data for a customer and his family. In that case, the family name gathering function for registering those call matter data as family name gathering matter data together in the call matter matter master storage means and all the matter stored in the call matter matter master storage means A call center management server having a call list creating function for extracting a case group having a predetermined attribute from data and creating one or a plurality of call candidate case lists.

According to the fourth aspect of the invention, when there is call data for a customer and his family,
By providing a family name grouping function for registering these call project data as family name grouping project data in a batch in the caller project master storage means, it is possible to collectively handle the call project related to the customer and the family. Since it is possible to do so, it is efficient, and it is convenient to be able to refer to the case information regarding the family when dealing with customers.

[0018] Further, a call processing step in which an operator manages a call operation for making a call to a customer from an operator terminal, a power receiving processing step in which an incoming call from the customer is allocated to an appropriate operator and a power receiving operation is performed, and a customer To the call case master storage processing step for storing call case data, which is the content information of the case to be called, and when there are a plurality of call case data for the same customer, priority is given to the call data. A priority is given to the highest priority case as the representative case data, and cases other than the highest priority case are referred to as the name identification case data attached to the representative case data,
A name identification processing step registered in the call case master storage means and a representative case group having a predetermined attribute from all the representative case data stored in the call case master storage means, and one or more A call center management method having a call list creation processing step for creating a plurality of call candidate candidate case lists can also be realized.

A system including a call center management server and an operator terminal connected via a network, wherein the call center management server manages a call work in which an operator calls a customer from the operator terminal. A function, a power-receiving function that allocates incoming power from a customer to an appropriate operator to perform power-receiving work, and a call-work case master storage unit that stores call-work case data that is content information of a case to be called to the customer. When a plurality of the above-mentioned call project data exist for the same customer, priority is given to the plurality of project data, the highest-priority project is used as representative project data, and projects other than the highest-priority project are assigned. As a name identification item data attached to the representative item data, a name identification function registered in the call item master storage means and the call plan. Call center management having a call list creating function for extracting a representative case group having a predetermined attribute from all the representative case data stored in the master storage means and creating one or a plurality of call candidate candidate representative case lists A system can also be realized.

Also, connected via a network,
A system including a host computer, a call center management server, and an operator terminal, wherein the host computer stores a call project data storage unit that stores call project data that is content information of a project to be called to a customer, When there are a plurality of call data items for the same customer, priority is given to the plurality of item data items, the highest priority item is used as representative item data, and items other than the highest priority item are the representative items. The call center management server manages the call work in which the operator calls the customer from the operator terminal, as a name identification case data incidental to the case data, and has a name identification function registered in the call case master storage means. A call function for receiving power, a power receiving function for allocating incoming power from a customer to an appropriate operator, and performing power receiving work; A call center having a call list creating function for extracting a representative case group having a predetermined attribute from all the representative case data stored in the case master storage means and creating one or a plurality of call candidate candidate representative case lists A management system can also be realized.

[0021]

BEST MODE FOR CARRYING OUT THE INVENTION == System Configuration == Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings. First, the configuration of the call center system of the present invention will be described. As a premise of this embodiment, it is assumed that this call center is a call center of a debt collection agency service provider. This debt collection agency service provider (hereinafter, call center provider) receives an agency request from various client companies (hereinafter, creditors) such as a company that performs online mail order and mobile phone carriers, and the products (services) of the client company. Make a reminder call to consumers (debtors) who are delinquent in payment of fees.

FIG. 1 is a diagram showing a schematic configuration according to an embodiment of a call center system of the present invention. CTI (Computer Telephony Integration) as a call center management server that centrally manages the entire call center system
The server 10 is a private telephone exchange system PBX for exchanging external telephones and extension telephones received from the public telephone line network 30.
(Private Branch Exchange) 32, and work terminals 34a, 34b, 34c on which operators A, B, and C work
Are connected by a line such as Ethernet (registered trademark) or wireless LAN. For the sake of convenience, only three operators A to C are shown, but in reality, there may be more. Usually, these operators are divided into groups, and the operators of each group make only a specific customer group (for example, a debtor of a certain creditor) a call / power receiving target.

Terminals 34a to 34c of the operators A to C
Includes personal computers 342a, 342b, 342c connected to the CTI server 10 and telephones 341a, 341b, 341c connected to the PBX 32. The telephones 341a to 341c may be ordinary telephones, or each personal computer 342a to 342c may be an expansion board having a telephone function.
May be disposed in the expansion slot of the.

As the internal configuration of the CTI server 10, in addition to a general control unit (not shown), a call unit 11,
Power receiving unit 12, bond information display unit 13 for displaying bond information data as call project data on operator terminals 34a to 34c, conversation content registration unit 14, incoming call display unit 15, preview creating unit 16, name identification processing unit 17, Also, as various storage means, an operator information database (hereinafter, the database is abbreviated as DB, the same applies to others) 21, a bond master DB 22 as a call case master storage means, a conversation content information DB
23 and a preview storage unit 24.

In the case of developing this debt collection agency service nationwide, a plurality of CTI servers 10 are provided for each area, and the CTI servers 10 have the functions of the debt master DB 22 and the name identification processing section 17, respectively. You may have.

Each of the operators A to C is assigned their own ID, and this information is stored in the operator information DB 21. Each operator A to C logs in by inputting an ID into each terminal 34a to 34c at the start of work. Based on this information, the CTI server 10 identifies the correspondence between the terminals 34a to 34c and the operators A to C.

In the call unit 11, the operators A to C have terminals 3
4a to 34c manage the call work for making a reminder call to the customer. Specifically, for example, based on a list called preview as a call candidate candidate case list (details will be described later) in which representative bond data as representative case data is grouped according to predetermined attribute conditions, customers of that list are successively And control the process of automatically calling.

On the other hand, when a call is received from a customer, that is, when there is an incoming call, the incoming call display section 15 first sends an incoming call to the terminal screens of all operators in charge of the group to which the customer belongs. Display that it is coming. Then, the incoming power is searched for and assigned by the function of the power receiving unit 12 to an operator who is in a power receiving state (status).

When the operators A to C start a conversation with the customer by receiving or calling the incoming call, the function of the bond information display unit 13 automatically displays the bond information which is the attribute information of the bond. Are displayed on the screens of the operator terminals 34a to 34c. The bond information is stored in advance in the bond master DB 22 as a call case master storage unit. The credit information is, for example, information such as which creditor customer, who is the obligor of the credit, is delinquent in paying the fee for what product, and when is the delinquency start date. More details will be described later.

When a plurality of bond information is registered in the bond master DB 22 for a customer, the name identification processing unit 1
The function of 7 gives priority to these bond information, and the bond information of the highest priority is registered as representative bond data. FIG. 2 is a diagram showing an example of a structure of bond data stored in the bond master DB 22.

As shown in FIG. 2, the bond data is stored for each acceptance date when the client (creditor) requests the collection of the bond. In Figure 2, September 25th and October 10th
Illustrated bond data for two deposit dates. For the sake of simplicity, only the client name, product name, and debtor name items are shown in each bond data, but more attribute information such as the bond amount, debtor address, and telephone number is recorded.

The credit data of both deposit dates includes the credit of the debtor Mr. Taro. In this way, in order to handle a plurality of claims of the same customer collectively, the name identification process is performed, and the claims are given a priority in a lump. There are various possible ways of giving priority, such as the order of acceptance date, the priority of a claim for which there is a contract document, etc. In the present embodiment, the order of priority is given in the ascending order. . In this example, since the receivables entrusted on October 10th (C securities for clients and ∘ month fee for products) are the latest, this is the representative receivable.
The day portion is regarded as a name matching claim. Of course, if there is more bond data for Mr. Taro Koto, all of them will be identified and given priority.

If, in the above example, Mr.
If you have completed payment on the 10th month of the month, or if for some reason the client notifies you that you no longer need to pay the 10th day of the month's bond, you will pay the 10th month's bond. Bond Master DB2
Delete from 2. At that time, the second priority is September 25
The daily bond is automatically registered as the next representative bond (advancement function). If there are more name credits, they will be moved forward in the same way when the representative bond is deleted.

In the above name identification process, in order to specify that the obligor is the same person, for example, (kana name OR kanji name) AND (date of birth) AND (address)
You can search by the condition.

After finishing the conversation with the customer, the operators A to C register the determined items of the conversation contents as conversation contents information from the terminals 34a to 34c. The conversation content information is, for example, information such as whether the conversation partner is the debtor himself, whether the place where the call was made is at home or at work, and the like. More details will be described later. The input conversation content information is stored in the conversation content information DB 23 by the function of the conversation content registration unit 14. This conversation content information may be added to the bond information data of the customer.

The input operation of the conversation content information can be temporarily interrupted by the function of the conversation content registration unit 14. At that time, the conversation content information being input is temporarily stored in a conversation information temporary storage unit (not shown) as a conversation content information temporary storage means. For example, when a new incoming call is received during the input work of the conversation content information, the operators A to C suspend the input work to perform the power receiving work, and after the power receiving work is finished, inputting again from the conversation information temporary storage unit. You can read the conversation content information screen of and continue.

== Processing Flow == Next, regarding the processing flow of this embodiment, the flow chart of FIG.
Also, description will be made with reference to various display screen image diagrams of the operator terminals 34a to 34c. Here, it is assumed that the operator A performs the call / power receiving work on a certain day, and will be described in accordance with the flow. Each screen image diagram shows only the characteristic part and omits the part which is not particularly necessary for the explanation of the present invention.

FIG. 3 is a flowchart showing an outline of the processing flow of this embodiment. The work performed by the operator A at the terminal 34a and the flow of each process in the CTI server 10 are shown separately. The exchange of data and control signals between the two is indicated by arrows between the two. First, operator A
Is a personal computer 342 of its own terminal 34a.
Enter the ID in a and the CTI server will display the operator information DB.
21 and logs in by accepting this by referring to the contents of 21 (steps s100, s20).
0). FIG. 4 is an image diagram showing a characteristic part of the work start screen 40 after login on the terminal 34a.

On the work start screen 40, the setting menu 4
1, normal menu 42, and form output menu 43 3
There are various types of menus. Of these, the setting menu 41 is provided with work items such as a preview creation 41a. To perform a preview (calling candidate representative case list) creation operation, which will be described later, in which representative bond data having specific conditions are grouped, the preview creation button 41a is clicked.

The normal menu 42 is provided with work items such as a preview / inbound 42a. When the preview / inbound button 42a is clicked, the screen transits to a screen for executing the call work or the power receiving work. Although not shown, the form output menu 43 is provided with menu buttons for outputting various forms.

In this embodiment, the operator A clicks the preview creation button 41a after logging in to perform the preview creation work (step s102). At that time, in the CTI server 10, the preview creating unit 16 executes a preview creating process (step s202). Here, a method of making a call will be described in some detail. According to the call center system of the present embodiment, the method for the operator to call is divided into three types for convenience.

The first call method is, as it were, an ordinary call method. Computer 342a, just like a regular phone
Enter the customer's phone number on the screen and call. The second calling method is a method of calling after searching for a customer. Specify the customer's name and address, creditor's address, etc., and CT
This is a method of searching the customer information DB of the I server 10 and calling the searched customer.

In this embodiment, a call method using preview, which is a third call method, will be described below.
A preview is a group of data that has a specific attribute condition extracted from all the bond data stored in the bond information DB 22 (representative bond data when multiple bonds are identified) It is a list.
When the operator A clicks the preview creation button 41a on the work start screen 40, the preview management screen of FIG. 5 is displayed.

The preview management screen 50 of FIG. 5 is provided with a new creation field 51 and a correction / deletion field 52.
Among them, the new creation field 51 is provided with a text box 51a for inputting a preview name and a preview creation start button 51b which is used when creating a new preview.

In the correction / deletion column 52, an existing preview list used for correcting / deleting the already created preview is displayed. Attribute items such as a preview name, a preview ID, a preview registration date, a preview registration time, and the number of bonds (total number) belonging to the preview are displayed in each preview item. "XXXXX" and "XXXXX" at the beginning of the preview name are codes that specify the client (creditor party) of the preview.

On the preview management screen 50, enter a newly created preview name and click the create preview button 51b.
When is clicked, the screen transitions to the preview extraction screen of FIG. Here, in order to extract the bond data (or the representative bond data) for which a bond collection request was made from October 1st to October 31st, 2001 from a creditor called C Securities, "C Securities It is assumed that the bond data forming the preview with the preview name "consignment 1001-1031" is extracted. The various extraction conditions for such preview are
For example, the supervisor of the call center may decide and give an instruction to the operator.

Upon receiving the instruction, the operator inputs various specified extraction conditions in the preview name / extraction condition column 61 of the preview extraction screen 60. A preview name display box 61a is provided at the top of the preview name / extraction condition column, and the preview name input on the preview management screen 40 is already displayed.

Below the preview name display box 61a, various extraction condition input items such as the acceptance date 61b and the client code 61c are arranged. In the client code input field 61c, the client name (“C securities”) is selected and input together with the code (“ΔΔΔΔ”) from the pull-down menu. In the acceptance date input field 61b,
Enter the consignment date for which a client has received a debt collection request from the client. Here is the year 2001
It is specified as from the 1st of the month to the 31st of October.

In the extraction target telephone number column 62 provided below the preview extraction screen 60, one or a plurality of telephone numbers to call the customer, such as his / her home or work, can be designated. When the extraction button 63 at the lower right of the preview extraction screen 60 is clicked after the input of the extraction conditions is completed, the preview extraction result screen is displayed.

A name identification invalid mode check box 65 is provided at the upper right of the preview extraction screen 60. If there is a plurality of bond data for the same customer without performing the bond master DB 22 name matching process by the name matching processing unit 17 of the CTI server 10 and if all of them are to be extracted, enter a check here. If the check is not entered, multiple bond data for the same customer will be processed for name identification, and only the representative bond will be subject to preview extraction. In this embodiment, name identification is performed.

FIG. 7 is a preview extraction result screen. The preview extraction result screen 70 is provided with a preview name display box 71 and a created preview list field 72. In the list field 72 of the created preview,
The preview just created "C Securities Trust 1001-
1031 ”is highlighted and its preview name is automatically displayed in the preview name display box 71.

In this state, the preview extraction result screen 70
When the OK button 73 at the lower right is clicked, the screen changes to a preview detail screen that displays a list of customers who belong to the “C securities deposit 1001-1031” preview. In addition, when it is desired to display a preview detail screen other than “C securities depository 1001 to 1031”, the desired preview item in the list 72 may be clicked, highlighted, and then click the OK button 73. .

FIG. 8 shows a preview detail screen 80. In the preview information column 82, the extraction date regarding this preview,
Information such as the total number is displayed. In this example, only two bond data belong to the preview, so the total number of bonds is two. In the bond list column 85, a list of all bonds included in the "C securities deposit 1001-1031" is displayed. Of the items in this list
The “management number” is an identification number assigned to each bond.
"Code" is the client code. “Balance” is the balance of the amount of credit.

The bond list 85 is vertically dragged with the mouse to select one or a plurality of bonds, and then the call operation for the customer having those bonds is started (step s).
104) can be performed. When calling a plurality of selected bonds in order from the top of the bond list 85, the ascending order button 81a in the call order selection field 81 on the upper left of the preview detail screen 80.
Click. Similarly, when calling from the bottom of the bond list 85 in order, the descending order button 81b is clicked. In addition, when the automatic button 83 below the call order selection field 81 is clicked, when the call work for a certain person is completed for the selected loan group, the automatic call status is automatically given to the customer of the next claim. Becomes Similarly, when the manual button 84 is clicked, the operator A clicks the call button (another screen) by himself / herself each time the call work for one customer is completed, whereby a manual call state is reached. In the present embodiment, automatic calling is performed in order from the above-mentioned bond.

An incoming call display section 86 is provided at the upper right of the preview detail screen 80. If a new incoming call comes in during the work on this screen, the number of incoming calls is displayed on the incoming call display unit 86. In that case, the operator A uses the end button 8
Click 7 to interrupt this preview work.
Then, the screen returns to the work start screen 40, and the preview / inbound menu 42a is selected. From the transition destination screen (FIG. 9), it is possible to execute the power receiving work for receiving the incoming power.

The above is the description of the flow in which a preview is first created and then the process proceeds directly to the call work. If a preview has already been created, for example, operator A
Selects the preview / inbound 42a on the work start screen 40. Then, the screen transits to the search / telephone function screen of FIG.

FIG. 9 is a search / telephone function screen 90.
When a customer is searched for before the call is made, instead of the normal call method or the preview call method, the search function column 91 provided above the screen 90 is used. In the search function column 91, enter search conditions such as a debt management number, debtor name, debtor birth date, client (creditor) code, etc., if necessary, and click the search button 93 at the bottom right of the screen. A bond group that matches the search condition is extracted from the bond master DB 22 of the CTI server 10 and a search result screen is displayed (not shown). This search result screen is the same as the preview detail screen 80 (FIG. 8). Select a customer who has a claim to actually call from the list of searched claim groups, and then automatically or manually call. Calling work can be performed by calling.

A telephone function column 92 is provided in the lower half of the search / telephone function screen 90. It is used when making a call using the usual call method regardless of the search or preview method. Enter the telephone number in the number button section 92d in the same way as a normal touch-tone telephone, and call / receive the power button 9
Calling starts by clicking 2a. To end the conversation, click the disconnect button 92b.

At the lower left of the telephone function column 92, a work time box 92c is provided. This is because the operator A is performing work other than conversation by calling / receiving power (inputting search conditions, inputting conversation content information described later, etc.),
Being able to release your hand (status)
It is a check box for declaring to the TI server. Check this work time box 92c
It can be said that this is a kind of flag that declares the busy status to the CTI server. When the operator A puts a check in the work box 92c, the CTI server 10 does not allocate it to the operator A even if there is a new incoming call.

This search / telephone function screen 90 also has an incoming call display section 95 at the upper right. When a new call comes in, the number of cases is displayed on the display unit 95. If the operator A checks the work time box 92c and sees the display of the new incoming call while working, the operator A may uncheck the work time box 92c and suspend the work. Then the CTI server 10
Recognizes that the operator A is ready to receive power and allocates the incoming power to the operator A. Operator A when a ring tone sounds or a pop-up display indicating an incoming call is displayed on the screen of computer 342a
Clicks the call / power receiving button 92 to receive power.

Not only during the work corresponding to the work time but also during the conversation by the operator A for receiving / receiving power, the number of incoming calls is displayed on the incoming call display section when a new incoming call comes in. In this case, since the CTI server can recognize that the operator A is already in conversation, the new incoming call will not be assigned to the operator A, but the operator A
Can intentionally end the current conversation early and receive a new incoming call.

On the search / telephone function screen 90, when performing a call work by the method using the preview, the preview work button 94 at the lower right of the screen is clicked. Then, a preview list screen (not shown) similar to the preview extraction result screen 70 (FIG. 7) is displayed.
A desired preview item is selected from the list and the call work is started. The procedure is the above-mentioned preview creation →
The description is omitted because it is almost the same as the call flow. In addition,
It is also possible for a plurality of operators to share the call for a single preview. In that case, the function of the calling unit 11 may be used to perform exclusive control so that another operator does not call the same bond (representative bond in case of name identification) in a duplicated manner.

When the operator A starts the call work by the various methods described above (step s104), the call section 11 of the CTI server 10 executes the call process (step s2).
04). Next, the bond information display unit 13 of the CTI server 10
The function (step s206) automatically displays the bond information screen (FIG. 10) that displays the bond information of the bond that is the call target on the computer 342a of the operator A. In this embodiment, the operator A executes the calling method based on the above-mentioned preview, and calls "C securities depository 1001 to
1031 ”From the bond list 85 on the preview specification screen 80, it is assumed that the debtor Mr. Taro Patent and Mr. Hanako Patent are successively called.

FIG. 10 is a debtor information screen 100 of Mr. Taro Kohei. Mr. Taro Koto has registered a plurality of claims, and the claim information displayed on this screen 100 is representative claim data accompanied by another piece of Nayoro claim data. The bond information screen 100 mainly includes a current information column 101, a contract information column 102, a conversation content history column 103, and various function buttons 101a, 104, 105, 106, 107, 109.
Is provided. Operator A has three columns 101,
While referring to the contents of 102 and 103, a conversation (debt collection negotiation) of various contents related to reminder about a representative bond and a name-matching bond is held with the customer patent Taro (step s106).

In the present information column 101, information such as the customer's name, date of birth, present address, telephone number, and outstanding debt balance column up to the present is described. Refer to this column 101 for necessary information regarding the customer. If you understand. Also,
A name identification information display button 101a is provided.

In the contract information column 102, information such as the name of the client (creditor), the name of the product for which the bond has been issued, the acceptance date of the collection agency request, the delinquency start date of the debtor, the client's bank account, etc. Therefore, necessary information about the client can be found by referring to this column 102.

In the conversation content history column 103, a list of conversation content information, which is a main point of conversation content when the operator of this call center calls or receives power to this customer in the past, is described. The items are the conversation date and time, conversation destination (place where the call was made), conversation partner, operator name in charge,
Negotiation details etc.

When the current conversation with the debtor, Mr. Taro, is completed, the operator A inputs the current conversation content information into the conversation content history column 103 and adds the history (step s).
108). To do this, first press the batch input button 104 at the bottom right of the bond information screen 100, and then the conversation content registration unit 14 of the CTI server 10 is activated, and the operator A's terminal 34a.
A batch registration screen (not shown) is displayed on the screen. On this collective registration screen, words that are candidates for input are listed in advance for each of the various items that make up the conversation content information. Operator A can select each item and simply click to enter. You can

When the registration input of the conversation content information is completed on the collective registration screen, the bond information screen 100 is automatically returned again. The incoming call display unit 108 is also provided on the upper right of the bond information screen 100 (and the collective registration screen). When it is not necessary to perform work such as name identification mode work (described later) at the time when the registration of the conversation content information about Mr. Taro Koto is completed, the registration end button 107 is clicked to end the registration work, and the operator A Click the next telephone button 105 at the bottom right of the screen to call the next debtor Hanako. Then, the call function of the CTI server 10 automatically or manually executes a call, and this time, the bond information screen 100 for Mr. Hanako is automatically displayed.

Here, a method of performing power receiving work by temporarily stopping the input work when there is an incoming call during the conversation content information registration work will be described. For example, when there is a call display during the conversation information registration work for Mr. Taro Johatsu, Operator A returns from the collective registration screen to the customer information screen 100 and clicks the registration continuation button 106 at the bottom right of the screen, This screen is temporarily stored. Upon receiving this command, the CTI server 10 stores the conversation content information in the middle of input in a conversation information temporary storage unit (not shown).

To receive the new incoming call, the operator A clicks the telephone function button 109 below the customer information screen 100. Then, the search / telephone function screen 90 is displayed on the operator terminal 34a. This search / telephone function screen 9
The telephone function field 92 on the lower side of 0 is used to perform power receiving work. Instead of the search / telephone function screen 90, a new telephone function screen may be provided and the screen may be displayed.

Since the operator A was inputting the conversation content information immediately before, the work time box 92c at the lower left of the telephone function column 92 is checked, and C
The TI server 10 recognizes that the operator A is working. Therefore, the operator A first unchecks the work time box 92c. Then, a call-up call is allocated and a pop-up screen (not shown) showing an incoming call is displayed, so that the power reception is started by clicking the power receiving button in the pop-up screen.

For this power reception, the conversation content information is registered after the conversation is completed, and the power reception work is completed. And
Returning to the registration work of the content information regarding the conversation with Mr. Taro Taro, which was interrupted on the way. Specifically, on the customer information screen 100 of Mr. Taro Patent, the registration continuation button 106
By clicking, the conversation content information being input is read from the conversation information temporary storage unit of the CTI server 10, and the input work can be continued again. When the registration of the conversation content information is completed, the registration end button 107 at the lower right of the customer information screen 100 is clicked, and the conversation content information is CT.
It is stored in the conversation content information DB 23 of the I server 10.

Returning to the flow of this embodiment. When the registration end button 107 is clicked and registration of conversation content information about Mr. Taro Patent (step s108) is completed, Mr. Taro Mr. Taro has name identification credit data, so "There is another name identification item. Don't register. Is it? "
A name identification information screen (not shown) for displaying the notification is pop-up displayed. This is the conversation content information registered about Mr. Taro Kohei's representative bond,
This is a notice urging registration of name-matching claims. If you click “No” on the name identification information screen, the conversation content history column 10 on the bond information screen 100
3 is changed to the name identification information column 110.

Alternatively, when the name identification bond data exists like Mr. Taro Koto, the name identification information display button 101
The color of a is changed and displayed. By clicking the name identification information display button 101a whose color is changed during the registration of the conversation content information, the conversation content history column 103 of the bond information screen 100 is changed to the name identification information column 110.

FIG. 11 is a diagram showing a state in which a name identification information column 110 is displayed instead of the conversation content history column 103 of the bond information screen 100. Since the contents of the current information column 101 and the contract information column 102 are exactly the same, illustration is omitted. In the name identification information column 110, detailed information on the name identification claims attached to the representative claims displayed in the contract information column 102 or the like (a claim management number, a client name, a product name, a current claim balance, etc.) and a representative claim are listed. The total amount of name-matching claims is displayed.

If there is a family name identification bond, the name identification information column 110 also shows the details 110a of the bond. The word "book", which means the person in question, is displayed at the beginning of the ordinary name identification claim statement for the representative creditor, and the word "house" is displayed at the beginning of the family claim statement.

When the name identification bond information in the name identification information column 110 is double-clicked, a popup screen having various name identification mode processing menus such as a function of copying the conversation content information registered in the representative bond to the name identification bond data is displayed. FIG. 12 shows the name identification mode place menu screen 120.
6 is an image diagram of a screen popped up on the bond information screen 100. FIG.

The name identification mode processing menu 120 has five menus. Transition after registration (clear)
Is a menu for transitioning to the name identification claim information screen without copying the conversation content information registered in the representative claim to the name identification claim. The post-registration transition (copy) is a menu for copying the conversation content information registered in the representative bond to the name identification bond and then transitioning to the name identification bond information screen. The transition after abandonment of conversation content is a menu for transitioning to the name identification bond information screen after deleting the conversation content information registered in the representative bond. When there are a plurality of name identification claims, the conversation content-based all registration menu is a menu for copying the conversation content information registered in the representative claim to all of the name identification claims. The menu for opening the name identification screen is just a menu for opening the name identification credit information screen.

In this embodiment, the post-registration transition (copy) is selected, and the conversation content information registered in the representative bond is copied to the name identification bond, and then the screen is changed to the name identification bond information screen (step s112). The CTI server 10 performs a process of adding the conversation content information to the name identification bond information data by the process of the conversation content registration unit (step s212). FIG. 13 is an image diagram of a screen showing the conversation content information of the representative bond copied to the name identification bond screen 130.
Since the contents of the current information column 131 and the contract information column 132 are the same as the bond information screen of the representative bond, they are omitted. In the conversation content history column 133, the management code (XXX) of the representative bond is automatically displayed.

As described above, if there is no incoming call display at the time of completion of the call and conversation content information input work for Mr. Taro, the above steps are repeated for Mr. Hanako, and the process ends. After that, the call work related to this preview is finished (s114).

The automatic or manual call-up work and the subsequent work are the same as the above-mentioned call-up process by the preview, and therefore the description thereof is omitted.

The embodiment described in detail above is merely an example, and it goes without saying that various modifications can be made especially to the display of the operator terminal screen and the work flow.

[0084]

According to the call center management server, the management method thereof, and the system thereof of the present invention, it is possible to efficiently handle a plurality of call cases for the same customer.

[Brief description of drawings]

FIG. 1 is a diagram showing a schematic configuration according to an embodiment of a call center system of the present invention.

FIG. 2 is a diagram showing a structure of bond data in a bond master DB according to the embodiment of FIG.

FIG. 3 is a flowchart showing a processing procedure of the call center system according to the embodiment of FIG.

FIG. 4 is an image diagram of a work start screen of the operator terminal according to the embodiment of FIG.

5 is an image diagram of a preview management screen according to the embodiment of FIG.

6 is an image diagram of a preview extraction screen according to the embodiment of FIG.

7 is an image diagram of a preview extraction result screen according to the embodiment of FIG.

8 is an image diagram of a preview detail screen according to the embodiment of FIG.

9 is an image diagram of a search / telephone function screen according to the embodiment of FIG.

10 is an image diagram of a bond information screen according to the embodiment of FIG. 1. FIG.

11 is an image diagram of a screen in which a name identification information field is displayed on the bond information screen of FIG.

FIG. 12 is an image diagram of a popup display screen of a name identification mode processing menu.

FIG. 13 is an image diagram of a screen in which the conversation content information registration of the representative bond is copied to the name identification bond information screen.

[Explanation of symbols]

10 CTI server 11 Calling unit 12 Power receiving unit 13 Bond information display unit 14 Conversation content registration unit 15 Calling display unit 16 Preview creation unit 17 Name identification processing unit 21 Operator information DB 22 Bond master DB 23 Conversation content information DB 24 Preview storage unit 30 public line network 32 PBX 34a, 34b, 34c operator terminals 341a, 341b, 341c telephones 342a, 342b, 342c personal computer 40 work start screen 41 setting menu 41a preview creation button 42 normal menu 42a preview / inbound button 43 form output menu 44 Finish button 50 Preview management screen 51 New creation field 51a Preview name box 51b Preview creation button 52 Modify / delete field 60 Preview extraction screen 61 Preview name / extraction condition 61a preview name box 61b consignment date input box 61c client code input box 62 extraction target telephone number field 63 extraction button 64 end button 65 name identification invalid mode check box 70 preview extraction result screen 71 preview name box 72 preview list field 73 OK button 80 preview Detail screen 81 Calling order selection field 81a Ascending order button 81b Descending order button 82 Preview information field 83 Auto button 84 Manual button 85 Credit list 86 Call arrival display section 90 Search / Telephone function screen 91 Search function field 92 Telephone function field 92a Calling / Power receiving button 92b Disconnection button 92c Work time box 92d Number button 93 Search button 94 Preview job button 95 Incoming call display section 96 End button 100 Bond information screen 101 Current information column 101 a Name identification information display button 102 Contract information column 103 Conversation content history column 104 Batch input button 105 Next telephone button 106 Registration continuation button 107 Registration end button 108 Incoming call display section 109 Telephone function button 110 Name identification information column 110a Family name identification details 120 Name identification Mode processing menu screen 130 Named loan information screen 131 Current information column 132 Contract information column 133 Conversation content history column

Claims (7)

[Claims] 1. A call function for managing a call operation in which an operator calls a customer from an operator terminal, a power reception function for assigning an incoming call from a customer to an appropriate operator and performing a power receiving operation, and When there are a plurality of call project data for the same customer and a call project master storage unit that stores call project data that is the content information of the project to be called, a priority is assigned to the plurality of project data. However, a name identification function for registering the highest priority item as the representative item data and the items other than the highest priority item as the name identification item data attached to the representative item data in the call matter item master storage means. , A representative case group having a predetermined attribute is extracted from all the representative case data stored in the call case master storage unit, and one or more call candidate candidate representative case lists are extracted. Call center management server with, and call-list creation function to create. 2. The call center management server according to claim 1, wherein the name identification function has a second priority when representative case data, which is the highest priority at present, is deleted from the call case master storage means. A call center management server, which has a function of advancing existing name identification item data as a new representative item. 3. A call function for managing a call operation in which an operator calls a customer from an operator terminal, a power receiving function for assigning an incoming call from the customer to an appropriate operator and performing a power receiving operation, When there are a plurality of call project data for the same customer and a call project master storage unit that stores call project data that is the content information of the project to be called, a priority is assigned to the plurality of project data. However, a name identification function for registering the highest priority item as the representative item data and the items other than the highest priority item as the name identification item data attached to the representative item data in the call matter item master storage means. , A representative case group having a predetermined attribute is extracted from all the representative case data stored in the call case master storage unit, and one or more call candidate candidate representative case lists are extracted. It has a call list creation function for creating a call list and a conversation content registration function for registering the conversation content information, which is the main point of the conversation between the operator and the customer, for each call project data. A call center management server having an automatic registration function for automatically registering conversation content information relating to case data also with respect to name identification case data of the representative case. 4. A call function for managing a call operation in which an operator makes a call to a customer from an operator terminal, a power receiving function for assigning an incoming call from the customer to an appropriate operator and performing a power receiving operation, If there is the above-mentioned call project data for a certain customer and his / her family, the call project master storage means for storing the call project data that is the content information of the project to be called, and if there is such call project data, A family name grouping function that is registered as a grouping project data in the call project master storage unit in a lump and a group of projects having a predetermined attribute from all the project data stored in the call project master storage unit A call center management server having a call list creating function for extracting and creating one or a plurality of call candidate item lists. 5. A call processing step in which an operator manages a call operation in which an operator calls a customer from an operator terminal; a call processing step in which an incoming call from the customer is assigned to an appropriate operator and a call receiving operation is performed; To the call case master storage processing step of storing call case data, which is the content information of the case to be called, and when there are a plurality of call case data for the same customer, priority is given to the plurality of case data. A priority is given, and the highest priority case is registered as representative case data, and cases other than the highest priority case are registered in the call case master storage means as name identification case data accompanying the representative case data. A name identification processing step and a representative case group having a predetermined attribute is extracted from all the representative case data stored in the call case master storage means, and 1 To call center management method comprising: a call-list creation process step of creating the plurality of the call candidate representative issues lists, the. 6. A system including a call center management server and an operator terminal, which are connected via a network, wherein the call center management server manages a call work in which an operator calls a customer from the operator terminal. A function, a power-receiving function that allocates incoming power from a customer to an appropriate operator to perform power-receiving work, and a call-work case master storage unit that stores call-work case data, which is the content information of the case that should be called to the customer. When there are a plurality of call data items for the same customer, priority is given to the plurality of item data, the highest priority item is used as representative item data, and items other than the highest priority item are assigned. A name identification function registered in the call item master storage means as name identification item data accompanying the representative item data; A call center having a call list creating function for extracting a representative case group having a predetermined attribute from all the representative case data stored in the master storage means and creating one or a plurality of call candidate candidate representative case lists Management system. 7. A system including a host computer, a call center management server, and an operator terminal, which are connected via a network, wherein the host computer is a call information which is content information of an item to be called to a customer. When there is a plurality of call data case storage means for storing case data and a plurality of call data for the same customer, priority is given to the plurality of case data and the highest priority case is used as the representative case data. , And a name identification function of registering a case other than the highest priority as name identification case data associated with the representative case data in the call matter case master storage means, the call center management server A call function that manages the call work that calls the customer from the operator terminal, and an operator who receives the call from the customer And a power receiving function for performing power receiving work, and a representative case group having a predetermined attribute is extracted from all the representative case data stored in the call case master storage unit to extract one or more call candidates. A call center management system having a call list creation function for creating a representative case list.