JP2003308423A - Operator evaluation method and telephone transaction support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a telephone transaction support system capable of providing an even service related to a transaction to a customer by each operator who has a conversation with the customer through telephone. <P>SOLUTION: This telephone transaction support system provides the information related to the transaction with the customer to an operator in the conversation with the customer through telephone. The information provided to the customer and the reaction information of the customer are detected, the actual response condition to the customer of the operator is classified from the detected information, and evaluation data for the operator is generated based on the classification result. <P>COPYRIGHT: (C)2004,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an operator evaluation method and a telephone transaction support system for providing an operator with information relating to a transaction with a customer when having a conversation with the customer through a telephone, and more specifically, to a telephone transaction support system. The present invention relates to an operator evaluation method and a telephone transaction support system capable of objectively evaluating the actual condition of an operator's transaction.

[0002]

2. Description of the Related Art In recent years, it has been proposed to carry out bank transactions (transactions such as transfer, deposit, withdrawal and account confirmation) using a telephone. In this type of bank transaction, if the customer tells the bank, for example, by phone to transfer the amount of money from their own account to another person's account, the customer does not have to submit a bank transfer request form to the bank. Also, the bank transaction (transfer transaction) is executed with the transmitted content.

[0003] Furthermore, when the customer has a conversation through the telephone in this way, he / she deals with the customer (mortgage, utility bill transfer, pension transfer, car loan, accumulated time deposit, etc.).
A system has also been proposed in which information about the information is provided to the operator. In such a system, it is up to the operator who receives the call what to do with the customer based on the information provided by the system. That is, when the system provides information about a mortgage suitable for a customer, it is up to the operator to enthusiastically proceed with the transaction.

[0004]

When using the above-mentioned system, the operator is responsible for responding to the customer based on the information provided by the system, and therefore the quality of service to the customer depends on the quality of the operator and the quality of the service of the operator. It depends on the mood of the day. Therefore, it is difficult for each operator to provide a uniform service to the customer.

Therefore, an object of the present invention is to provide an operator evaluation method and a telephone transaction support system that enable each operator who has a conversation with a customer through a telephone to provide a service regarding a homogeneous transaction to the customer.

[0006]

In order to solve the above problems, the present invention relates to a transaction with a customer during a conversation with the customer through a telephone as described in claim 1. An operator evaluation method for evaluating the actual condition of an operator's response to a customer in a telephone transaction support system that provides information to the operator, and recommended product information for the customer who is performing the transaction to the operator via a display device. And the evaluation status stored in advance in the storage device according to the operator's operation of the recommended product information presented via the input device according to the operator's operation contents. Configured to generate evaluation data that evaluates the actual condition of the operator's response to the classified response situation based on the data assignment criteria It is.

In order to solve the above problems, the present invention provides an operator with information regarding a transaction with a customer during a conversation with the customer through a telephone as described in claim 2. In the telephone transaction support system for, an input unit that accepts an input operation of the operator, information provided to the customer from the input operation of the operator performed through the input unit, and customer reaction information to the provided information, Detection means, which classifies the response of the operator to the customer from the detected information and detects the classification result, and generates evaluation data based on the classification result of the response to the customer of the operator detected by the detection means. And evaluation data generating means for performing the same.

In order to solve the above-mentioned problems, the present invention, as set forth in claim 3, supports an operator who has a conversation with a customer when he / she conducts a transaction by conversation with the customer through a telephone. In the telephone transaction support system of the above, the attribute of the customer with whom the operator is talking is acquired from the first database that stores the customer and the attribute of the customer in association with each other, and the customer having the attribute of the customer and the attribute The second, which is associated with and memorizes products that are likely to be interested in
From the database of, recommended product extraction means for extracting the products associated with the customer's attributes as recommended products for the customer, recommended product display means for displaying a list of the extracted recommended products on the display device, and recommended First determining means for determining whether or not at least one product is extracted as a product, and one of the recommended products displayed on the display device is checked for the recommended product via the operator's terminal device. Second determining means for determining whether or not a selection operation has been performed, third determining means for determining whether or not transaction contents have been input for the selected recommended product, and selected recommended product In response to the fourth judgment means for judging whether or not the reason for refusing the transaction is inputted, and the judgment result of the first to fourth judgment means, the situation of the operator's response to the customer Classify , Based on the grant criteria evaluation points that are predetermined and stored, configured to have an evaluation data generation means for generating evaluation data corresponding to the classified answering situations.

Further, in order to solve the above-mentioned problems, the present invention, as described in claim 4, supports an operator who has a conversation with a customer when he / she conducts a transaction by conversation with the customer through a telephone. In the telephone transaction support system, the operator performs an input operation for accepting an operation of selecting one of the product information presented from the telephone transaction support system to the customer, and the operator from the conversation with the customer. An input operation for accepting an operation to display the information of the product that is judged to be presented, an input operation for performing the input operation for inputting the transaction contents regarding the product, and a customer provided from the telephone transaction support system. When one of the product information to be presented to the customer is selected, the product recommended by the operator to the customer is described by associating the customer attribute with the product. If the operator accepts the operation to display the information of the product that is determined to be presented in the conversation with the customer, the operator recommends the product to the customer. However, it is judged that the product was originally selected by the operator,
When it is accepted that the transaction details for the product have been entered, the success or failure of the transaction is determined according to the input details, and the operator's response status to the customer is determined according to the combination of the product type and the result of the success or failure of the transaction. And evaluation data generating means for generating evaluation data for evaluating

Further, in order to solve the above-mentioned problems, the present invention provides an operator with information regarding a transaction with a customer during a conversation with the customer through a telephone as described in claim 5. In the telephone transaction support system for an operator, an operator performs an input operation for instructing display of information on a product recommended to the customer and an input operation for inputting a transaction status regarding the product, and an operator. In response to the input operation of, the product recommended to the customer is a product extracted from a database that stores the customer attribute and the product to be recommended to the customer having the customer attribute in association with each other, or the operator It is judged whether or not the product is uniquely extracted from the content of conversation with the customer, and further, whether or not the transaction status for the product is input, and the operation is performed. Configured to have an evaluation data generation means for generating evaluation data for evaluating the answering status to customers data.

In such an operator evaluation method and telephone transaction support system, it is possible to detect how the operator has dealt with the customer through the telephone (actual response) based on the provided information. Then, evaluation data is generated based on the detected actual condition of the response.

Based on the evaluation data thus obtained corresponding to each operator, the administrator should provide the operator with telephone reception training so that uniform evaluation data can be obtained among the operators. You can

The criteria for assigning the evaluation data to the actual situation of the telephone reception are appropriately determined based on the transaction mode in the industry to which the system is applied (banking industry etc.) and the target quality of service. Further, as the evaluation data, points, ranks, and other arbitrary information for evaluation can be used.

From the viewpoint that the operator can be comprehensively evaluated from the response of the operator to various transactions, the present invention as set forth in claim 6 further comprises the evaluation data generating means in the telephone transaction support system. It is possible to have a cumulative data generation unit that accumulates a predetermined number of evaluation data generated in this way to obtain cumulative data.

In such a system, the quality of the response of each operator can be judged based on the accumulated data.

Further, from the viewpoint that the operator can be informed of the situation regarding the quality of reception, the present invention is
As described in claim 7, further, a judging means for judging suitability based on the cumulative data generated by the cumulative data generating means, and an operator when the judging means judges inappropriate It may be configured to include a determination notification unit that notifies the determination result.

In such a system, the operator who has received the determination notification can recognize that the customer has not been properly dealt with until now.

Furthermore, from the viewpoint that the administrator can easily know the actual condition of the response of each operator, the present invention as set forth in claim 8, the evaluation data generated by the evaluation data generating means. It can be configured to have an evaluation data storage unit that stores data in association with an operator, and a unit that reads out the evaluation data stored in the evaluation data storage unit and outputs the evaluation data in association with the operator.

In such a system, the administrator can easily know the actual condition of the operator's telephone response to the customer by looking at the output evaluation data. Then, it is possible to properly train the operator based on the evaluation data.

From the same point of view, according to the present invention, as described in claim 9, further, the cumulative data storage means for storing the cumulative data generated by the cumulative data generating means in association with the operator. A telephone transaction storage means having
It may be configured to have means for reading the accumulated data accumulated in the accumulated data accumulating means and outputting the accumulated data in association with the operator.

[0021]

BEST MODE FOR CARRYING OUT THE INVENTION An embodiment of the present invention will be described below with reference to the drawings.

FIG. 3 shows a hardware configuration example of a telephone transaction support system which enables telephone transactions (telephone banking) for bank transactions.

In FIG. 3, a plurality of client terminals 1
0 (1) ,. ． ． 10 (n), 12 and 13 (1),
13 (2) is connected to the LAN. Each client terminal 10 (1) ,. ． ． Reference numeral 10 (n) is a terminal for accepting a telephone transaction from a customer, and is hereinafter referred to as a reception terminal as appropriate. The client terminal 12 is a terminal for monitoring the system and is hereinafter referred to as a monitoring terminal as appropriate. Each of the client terminals 13 (1) and 13 (2) is a terminal for approving the bank transaction accepted by each acceptance terminal, and is hereinafter referred to as an approval terminal as appropriate.

Further, the database server 14, the printer unit 16, the communication server 18, and the voice response unit (VRU) 22 are LA.
It is connected to N. The database server 14 manages various files shared in the system, and stores an operator management table 1 which describes evaluation information of an operator's response to a customer, which will be described later. The printer unit 16 includes the client terminals and the database server 1.
You can access it at 4 and print out transaction journals and forms. Communication server 18
Is connected to the bank's host computer and transfers the content of transactions approved in the system to the host computer. The voice response device 22 is a telephone (call) from the customer.
It has an automatic response function.

The exchange 20 (P
BX / ACD), each reception terminal 10 (1) ,. ． ． ,
10 (n) and the voice response device 22 are connected. The exchange 20 basically accepts an external call from the voice response device 22.
Connect to. Further, the exchange 20 is provided with an automatic call distribution function (ACD), and according to a predetermined algorithm, a call from the outside is received by each of the reception terminals 10 (1) ,. ． ． 10
Allotted to (n).

When the call from the outside is connected, the automatic response device 22 makes a voice response according to a predetermined procedure. Each reception terminal 10 (1) ,. ． ． 10 (n) has a telephone communication function. And each reception terminal 10
(1) ,. ． ． 10 (n) operator (person in charge of reception)
Is a telephone headset 11 (1) ,. ． ． , 11
Wear (n) to answer the call from the customer.

Each reception terminal 10 (1) ,. ． ． 10 (n)
Is configured as shown in FIG. 4, for example.

In FIG. 4, the reception terminal is a so-called CP.
Control unit 101 including U, memory unit 102,
It has a display unit 103, an input unit 104, a disk unit 105, a LAN unit 106, a built-in telephone unit 107 and a CD-ROM drive unit 108. Each of these units is connected via a system bus B.

The control unit 101 controls the entire reception terminal, and also executes the processing relating to the reception in the telephone transaction and the processing of evaluating and judging the response of the operator to the customer. The memory unit 102 includes a memory such as a RAM and a ROM, and stores a program to be executed by the control unit 101, necessary data obtained in the process of processing, and the like.
The display unit 103 is composed of a CRT, an LCD (liquid crystal display panel) or the like, and displays various guidances and scripts for the operator, information about customers, and the like. The input unit 104 includes a keyboard, a mouse, etc.,
It is used by the operator (receptionist) to input information to the reception terminal.

The LAN unit 106 is connected to the LAN and performs data communication with the LAN. The built-in telephone unit 107 (TAPI) is the exchange 20 (PBX /
ACD) and performs voice communication with the exchange 20. Further, the telephone headset 11 is connected to the built-in telephone unit 107, and the operator receives a telephone call from the customer through the telephone headset 11.

The CD-ROM 200 stores a program which describes processing relating to reception in telephone transactions and processing for evaluating and determining the response of an operator to a customer. The program is installed in the disc unit 105 from the CD-ROM 200 set in the CD-ROM drive unit 108. Then, the program read from the disk unit 105 when the reception terminal is started up is stored in the memory unit 102.
In this state, the control unit 101 (CPU) executes a process related to reception and a process of evaluating and determining the response of the operator to the customer according to the program stored in the memory unit 102.

The monitoring terminal 12 is constructed, for example, as shown in FIG.

In FIG. 5, this monitoring terminal is also a control unit 111 (CPU) and a memory unit 11 connected to the system bus B, like the above-mentioned reception terminals.
2, display unit 113, input unit 114, disk unit 115, LAN unit 116 and CD-R
It has an OM drive unit 117.

The CD-ROM 201 stores a program describing the processing relating to the monitoring of the telephone transaction status of the operator. This program is installed in the disk unit 115 via the CD-ROM drive unit 117 as described above. Then, when the monitoring terminal is activated, the program read from the disk unit 115 is stored in the memory unit 112, and the control unit 111 (CPU) performs processing relating to the monitoring of the telephone transaction status of the operator according to this program. .

In the above system, when a telephone call from a customer arrives at the exchange 20, the telephone is connected to the voice response device 22. Then, after the voice response device 22 performs voice processing on the telephone from the customer according to a predetermined procedure, if the customer desires a transaction by telephone, the telephone (call) from the customer is connected to a reception terminal with a certain telephone. . When the built-in telephone unit 107 of the reception terminal receives a telephone (call) from the customer and the control unit 101 recognizes it, the control unit 101 starts the processing related to the reception work. The process related to the reception work includes a process of evaluating and determining the response of the operator to the customer. This process is performed according to the procedure shown in FIG. 1, for example.

In a situation where a conversation with a customer is being performed, the control unit 101 performs a process (identity confirmation process) for confirming whether or not the customer is registered as being permitted to make a bank transaction by telephone. (S0). Here, when the customer is registered as being permitted to make a bank transaction by telephone, the control unit 101 causes the screen of the display unit 103 to display guidance for inputting the transaction content. According to this guidance, the operator asks the customer for a desired transaction (account transfer, etc.) and inputs the transaction details (transaction type (account transfer, etc.), handling amount, receptionist, etc.) using the input unit 104. To do.

The contents of this transaction are stored in the database server 14
Sent to and stored. The transaction content accumulated in the database server 14 is appropriately read by the approval terminal, and the approval process regarding the transaction content is performed. Then, the content of the approved transaction is further transferred to the host computer via the communication server 18. In the host computer, processing (bank transfer, etc.) according to the transaction content is performed.

On the other hand, the control unit 101 of the reception terminal in which the operator is answering the telephone with the customer, after the processing relating to the actual transaction information as described above, registers the attributes (age, annual income, family) of the registered customer. Based on the configuration), the database server 14 is searched for products suitable for the customer (mortgage, utility bill transfer, pension transfer, private car loan, accumulated time deposit, etc.) (S101). It should be noted that the database server 14 has a database of products that are likely to be needed depending on the customer's attributes (see, for example, Japanese Patent Application No. 8-173939).

As a result of the above search, if there is a product that should be recommended (suitable) to the customer (YES in S102), the control unit 10 displays the product on the display screen of the display unit 103. In such a state, the response of the operator to the customer is evaluated as follows.

First, when one of the products displayed on the display unit 103 is designated (mouse operation, etc.), information (contents, characteristics, etc.) on the product is retrieved, and the information is displayed on the screen of the display unit 103. It Then, the operator explains the product to the customer via the telephone based on the display information. Then, when the transaction regarding the product is established and the operator inputs the transaction content into the reception terminal, after the transaction content is approved in the same manner as above,
It is transferred to the host computer.

When the operator gives such a response to the customer, the control unit 101 performs the operation of selecting the displayed product (S103, YES) and the operation of inputting the transaction content of the product. Things (S10
4, YES), for example, an evaluation score of “+3” is given to the response of the operator to the customer. That is,
The evaluation point “+3” is stored in the memory unit 102 (S109).

On the other hand, when the operator has explained the product suitable for the customer, but the customer refuses the transaction related to the product, the operator further asks the reason, other desired product, etc. and the reason from the reception terminal. When the information is input, the reason and other desired products are stored in the database server 14 in association with the attributes of the customer.

When the operator gives such a response to the customer, the control unit 101 has operated to select the displayed product (YES in S103) and has not operated to input the transaction details ( There was an input operation such as S104, NO) and the reason why the customer declined (S105,
Based on YES), for example, the evaluation point “0” is given to the response of the operator to the customer. That is, the evaluation point “0” is stored in the memory unit 102 (S1
09).

If the customer does not ask the reason why the transaction has not been completed, even though the product is explained as described above, the control unit 101 performs the operation of selecting the displayed product. Things (S103, YE
S), there was no input operation of transaction details (S104,
For example, an evaluation score of "-5" is given to the operator's response to the customer based on the fact that there is no input operation such as the reason (NO) and the customer's refusal (S105, NO). That is, the evaluation score "-5" is stored in the memory unit 102 (S109).

Furthermore, even though the product recommended to the customer is displayed on the screen of the display unit 103, when the telephone is hung up without the subsequent response to the customer, the control unit 101 is displayed. Based on the fact that there is no product selection operation (S103, NO), for example, an evaluation score of "-5" is given to the operator's response to the customer. That is, also in this case, the evaluation score "-5" is stored in the memory unit 102 (S109).

As a result of the search in step S101, there is no (suitable) product to recommend to the customer (S10).
2, NO), the response of the operator to the customer is evaluated as follows.

First, the system does not recommend a product to the customer, but the operator specifies the information (contents, characteristics, etc.) of the product which the operator judges to be recommended based on the information obtained from the conversation with the customer. The control unit 1
01 reads the information of the product from the database server 14 and displays it on the display unit 103. In this state, the operator explains the product to the customer via the telephone based on the display information. Then, when a transaction related to the product is established and the operator inputs the transaction content into the reception terminal, the transaction content is approved and transferred to the host computer as described above.

When the operator gives such a response to the customer, the control unit 101 performs the operation of selecting the displayed product (S106, YES) and the operation of inputting the transaction content related to the product. Things (S10
7, YES), for example, “+8” is given as the evaluation score of the response of the operator to the customer to the memory unit 1.
No. 02 is stored (S109).

On the other hand, when the operator has explained the product suitable for the customer, but the customer refuses the transaction related to the product, the operator further asks the reason, other desired products, etc., and the reason from the reception terminal. When the information is entered, the reason and other desired products are stored in the database server 14 in association with the attributes of the customer, as described above.

When the operator gives such a response to the customer, the control unit 101 has operated to select the displayed product (YES in S106) and has not operated to input the transaction details ( There is an input operation such as S107, NO) and the reason why the customer declined (S108,
Based on the answer (YES), for example, “+3” is given as the evaluation score of the operator's response to the customer.
2 (S109) In addition, if the customer did not hear the reason when the transaction was not concluded, even though the product was explained as above, the control unit 10
1 indicates that the displayed product has been selected (S10
6, YES), there was no transaction input operation (S
107, NO) and the fact that there is no input operation such as the reason why the customer declined (S108, NO), for example, “0” is stored in the memory unit 102 as the evaluation point of the operator's response to the customer ( S109).

Furthermore, since the system does not recommend merchandise suitable for the customer, when the operator answers the telephone as it is, the control unit 101 is based on the fact that there is no operation for designating merchandise information (S106, NO). As an evaluation point of the response of the operator to the customer, for example,
“0” is stored in the memory unit 102 (S10
9).

As described above, when the evaluation score of the reception terminal operator's response to the customer is stored in the memory unit 102, the control unit 101 reads the evaluation score from the memory unit 102. Then, the evaluation point together with the operator ID and the reception terminal number is transmitted from the LAN unit 106 to the database server 14 via the LAN.
(S110). The operator management table 1 as shown in FIG. 2 is constructed in the database server 14, and the evaluation value transferred from the reception terminal is described in the record specified by the corresponding operator ID and reception terminal number.

This evaluation value is stored in the operator management table 1 in association with the operator ID, and the "number of conversations" is incremented by +1 each time it is stored. As a result, in the operator management table 1, the history of the evaluation value of the response of each operator to the customer is described. Furthermore, the database server 14 has recently been
Cumulative calculation of the evaluation score of 0 times the operator's response to the customer and the total score (cumulative value) are described in the operator management table 1 (S131 in FIG. 1).

As described above, the evaluation score of the operator's response to the customer is calculated from the reception terminal to the database server 1.
Database server 14 has recently been transferred to
The total of 0 evaluation points is returned to the reception terminal. Then, when the reception terminal receives the total points (S111),
The control unit 101 determines whether the total score is “30” or more (S112). Here, if the total points do not reach "30" points, the control unit 10
1 displays an alarm mark in a predetermined area on the screen of the display unit 103 (S113).

When this alarm mark is displayed, the operator can know that the recent response to the customer was not entirely appropriate. This allows
Education of customer service in telephone transactions is conducted in the actual business. If the total score is "30" or more,
In particular, the processing ends without displaying the alarm mark.

The operator management table 1 stored in the database server 14 by operating the monitoring terminal 12
The contents of (see FIG. 2) can be read out. Thereby, the administrator can, for example, input unit 1 of monitoring terminal 12.
14 is operated to read the total of the evaluation points for the last 20 times of each operator stored in the database server 14. The control unit 111 of the monitoring terminal 12 displays the received total evaluation score of each operator on the screen of the display unit 113 (S121 in FIG. 1). Further, the control unit 111 of the supervisory terminal 12 performs output control processing so that the total value of the evaluation points of each operator is printed out from the printer unit 16 in correspondence with the operator.
The administrator can grasp the actual situation of each operator's response to the customer in the telephone transaction by looking at the total score of each operator displayed or printed out.

Then, the administrator educates, for example, an operator who has a particularly low evaluation score on how to deal with customers. As a result, it becomes possible to provide a uniform service to customers in telephone transactions.

In the above system, the evaluation points given to the response of the operator to the customer are not limited to the above examples, but can be arbitrarily determined according to the intention of the company or the like using the system. Further, in the monitoring terminal 12, the evaluation points of each operator provided from the database server 14 and the total points for 20 times can be arbitrarily processed according to the education policy for the operator. Then, it becomes possible to evaluate the customer service of the operator from various aspects based on the processed data.

In the above-mentioned example, the CD-ROM 200 is a program for the process relating to the reception of telephone transactions in the CD-ROM 200 and the process for evaluating and determining the response of the operator's customer.
Although a program for processing relating to the monitoring of the telephone transaction status of the operator is provided at 201 to each reception terminal and the monitoring terminal, the recording medium of this program is not limited to this, and may be a computer according to the system. It is also possible to use other recording media such as a magnetic disk such as a floppy (registered trademark) disk, a magneto-optical disk, and a magnetic tape.

Further, although the telephone transaction support system shown in the above example is applied to a bank transaction, the present invention is not limited to this and is basically applicable to other transactions.

The relationship between each processing in the above example and each means according to the present invention is as follows.

The processing from step S101 to step S108 shown in FIG. 1 corresponds to the detecting means, and step S109
The process of corresponds to the evaluation data generating means. Further, the database server 14 corresponds to the evaluation data storage means and the cumulative data storage means. The processing of steps S111 and S112 corresponds to the determination means, step S113 corresponds to the determination notification means, the function of the database server 14 corresponds to the cumulative data generation means, and the function of the monitoring terminal 12 is the evaluation data or the cumulative data. Corresponds to the means for outputting in correspondence with the operator.

[0063]

As described above, according to the invention described in each claim, the administrator can obtain uniform evaluation data based on the evaluation data given corresponding to each operator. The operator can be trained to answer telephone calls. As a result, it is possible for each operator who has a conversation with the customer through the telephone to provide the customer with a homogeneous transaction service.

[Brief description of drawings]

FIG. 1 is a processing flow chart relating to operator evaluation of the present invention.

FIG. 2 is an operator management table of the present invention.

FIG. 3 is a hardware configuration diagram of a telephone transaction support system.

FIG. 4 is a hardware configuration diagram of a reception terminal.

FIG. 5 is a hardware configuration diagram of a monitoring terminal.

[Explanation of symbols]

10 (1) ,. ． ． 10 (n) reception terminals 11 (1) ,. ． ． , 11 (n) Telephone headset 12 Monitoring terminal 13 (1), 13 (2) Approval terminal 14 Database server 16 Printer unit 18 Communication server 20 Switch 22 Voice response device 30 Public line 101, 111 Control unit 102, 112 Memory unit 103, 113 Display unit 104, 114 Input unit 105, 115 Disk unit 106, 116 LAN unit 107 Built-in telephone unit 108, 117 CD-ROM drive unit 200, 201 CD-ROM

   ─────────────────────────────────────────────────── ─── Continued front page    F-term (reference) 5K024 AA75 BB07 CC01                 5K101 KK17 LL01 MM07 NN07

Claims (9)

[Claims] 1. An operator evaluation method for evaluating the actual condition of an operator's response to a customer in a telephone transaction support system, which provides the operator with information regarding a transaction with the customer during a conversation with the customer through a telephone. Therefore, the recommended product information for the customer who is conducting the transaction is presented to the operator via the display device, and according to the operation content of the operator for the presented recommended product information performed via the input device, An evaluation that classifies the situation of the operator's response to the customer, and evaluates the actual situation of the operator's response corresponding to the classified situation of the response, based on the criteria for assigning the evaluation data stored in advance in the storage device. An operator evaluation method characterized by generating data. 2. A telephone transaction support system for providing an operator with information regarding a transaction with a customer when having a conversation with the customer through a telephone, comprising input means for accepting an input operation of the operator, and input means. From the input operation of the operator performed via
The detection means detects the information provided to the customer and the reaction information of the customer to the provided information, classifies the response of the operator to the customer from the detected information, and detects the classification result. A telephone transaction support system, comprising: evaluation data generation means for generating evaluation data based on the detected classification result of the response to the customer of the operator. 3. A telephone transaction support system for supporting an operator who has a conversation with a customer when conducting a transaction by conversation with the customer through a telephone, storing the customer and the attribute of the customer in association with each other. The first
From the second database that stores the attribute of the customer with whom the operator is talking, and stores the attribute of the customer and the product that is likely to be interested by the customer having the attribute in association with each other, Recommended product extraction means for extracting a product associated with the attribute of the customer as a recommended product for the customer, recommended product display means for displaying a list of the extracted recommended products on a display device, and at least one recommended product. The first determining means for determining whether or not one of the recommended products has been extracted, and one of the recommended products displayed on the display device is selected by the operator's terminal device. The second judging means for judging whether or not the selected recommended product has been selected, the third judging means for judging whether or not the transaction content has been input for the selected recommended product, and the selected recommended product The fourth judgment means for judging whether or not the reason for refusing the transaction is inputted and the judgment result of the first to fourth judgment means according to the judgment result of the operator. Then, the telephone transaction support system is characterized by further comprising: evaluation data generation means for generating evaluation data corresponding to the classified response situation based on a predetermined and stored evaluation point giving standard. 4. A telephone transaction support system for assisting an operator who has a conversation with a customer when conducting a transaction by conversation with the customer through a telephone, wherein the operator presents to the customer provided from the telephone transaction support system. Input operation for accepting an operation of selecting one of the product information to be processed, an input operation for accepting an operation of displaying the product information that the operator has determined to be presented from the conversation with the customer, When it is accepted that one of the input means for performing the input operation for inputting the transaction contents regarding the product and one of the product information to be presented to the customer provided from the telephone transaction support system is selected,
Information about the product that the operator recommends to the customer and is determined to be a product extracted from a database that stores customer attributes and products in association with each other, and that the operator should present in a conversation with the customer When the operation to display is accepted, it is determined that the product recommended by the operator to the customer is the product originally selected by the operator. It has an evaluation data generation means for judging the success or failure of the transaction according to the content and generating evaluation data for evaluating the operator's response situation to the customer according to the combination of the product type and the result of the transaction success / failure determination. Telephone transaction support system characterized by. 5. A telephone transaction support system for providing an operator with information regarding a transaction with a customer when having a conversation with the customer through a telephone, wherein the operator displays information on a product recommended to the customer. The input means for performing an input operation for giving an instruction and an input operation for inputting the transaction status regarding the product, and the product recommended to the customer according to the input operation of the operator,
Is it a product extracted from a database that stores the customer attributes and the products that should be recommended to customers having the customer attributes in association with each other, or is the product originally extracted by the operator from the conversation content with the customer It is characterized by further comprising: evaluation data generation means for determining whether or not a transaction status for the product has been input and for generating evaluation data for evaluating a response status of an operator to a customer. Telephone transaction support system. 6. The telephone transaction support system according to any one of claims 2 to 5, further comprising cumulative data generating means for accumulating a predetermined number of evaluation data generated by the evaluation data generating means to obtain cumulative data. A telephone transaction support system characterized by having. 7. The telephone transaction support system according to claim 6, further comprising: a determining means for determining suitability or unsuitability based on the cumulative data generated by the cumulative data generating means, and the determining means being unsuitable. A telephone transaction support system comprising: a determination notifying means for notifying an operator of the determination result when the determination is made. 8. The telephone transaction support system according to claim 2, further comprising an evaluation data accumulating means for accumulating the evaluation data generated by the evaluation data generating means in association with an operator, and an evaluation. A telephone transaction support system comprising: means for reading out the evaluation data stored in the data storage means and outputting the evaluation data in association with the operator. 9. The telephone transaction support system according to any one of claims 6 to 8, further comprising cumulative data storage means for accumulating the cumulative data generated by the cumulative data generation means in association with an operator, and a cumulative total. A telephone transaction support system comprising: a means for reading the accumulated data accumulated in the data accumulating means and outputting the accumulated data in association with the operator.