JP2004062466A - Method and device for calling at window - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To increase customer satisfaction by keeping customers from waiting long even if a shop is expected to be crowded depending on season or time zone. <P>SOLUTION: A control means 24 includes a reservation information storage means 31 for storing identification information for designating service date and time and identifying customers with reservations, and the reserved date and time zone; a determining means 32 for determining that a customer inputting the identification information at a store has a reservation; and a calling means 33 for setting a call sign for customers with reservations if the identification information is input within the reserved time zone and for sounding the call sign prior to the call number next to the call number reported immediately before the input, to call the customer. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a window call method and a device therefor, and more particularly, to a window call method and a device thereof for receiving a window call at a desired date and time by making a reservation in advance.
[0002]
[Prior art]
2. Description of the Related Art Conventionally, in financial institutions such as banks and post offices, administrative institutions such as city halls, and medical institutions such as hospitals, service users who seek services are concentrated in a specific time zone, and services are not performed smoothly. Sometimes. In such a case, the service providing organization has specified the order in which the service is to be received by the service user and distributed the calling ticket to avoid confusion of the service and formation of a queue at the counter. As such an apparatus or system, there is known a system described in Japanese Patent Publication No. 63-041105 for determining the order in which a customer is to be served at a plurality of service locations.
[0003]
FIG. 1 is a schematic diagram showing a counter call device according to the prior art of the present invention. It is the ticket issuing unit 12 that issues a calling ticket to the service user, and when it is the order to receive the service, the person in charge of the window presses the call button of the operation unit 15, and the corresponding calling number is thereby changed. An appropriate alarm sound is displayed on the display unit 13 and the audio unit 11 informs the service user that his or her turn has come.
[0004]
As a specific example, a system using a calling ticket in a financial institution shows that a service user who intends to receive various services provided by the financial institution (transfer, new account opening, time deposit, etc.) The customer goes to the store and receives a calling ticket from a ticket issuing machine installed in the store. The calling ticket includes a calling number and other information necessary for receiving the service. The service user who has received the call ticket waits in a waiting room or the like until the call number described on the call ticket is shown on the number display section arranged in the store. Here, the number display unit displays the call number being processed at the window, and the service technician at the window counts up the call number of the number display unit one by one every time one service is processed. When the call number of the service user is displayed on the number display section, the service user goes to the counter and receives a service from a service person. Further, there is a case where a service user calls the service number by using a synthesized sound or the voice of the person in charge of the window without using the number display unit.
[0005]
[Problems to be solved by the invention]
However, in the above-described window calling method and apparatus, it is necessary for the service user to go to the service providing place and receive a call ticket on the spot. On the other hand, a service user who visits a store or the like to receive a service is usually not constant, and it is impossible to predict a waiting time for receiving a service unless the user visits the store.
Therefore, it is not possible to make a schedule after receiving the service, and there is also a risk that a long waiting time will cause the subsequent schedule to be out of order. As described above, there has been a problem that it is not possible to improve customer satisfaction, for example, the customer who visits the store has to wait unnecessarily.
[0006]
[Means for Solving the Problems]
In order to solve the above-mentioned problem, the present invention according to claim 1 issues a call ticket sequentially assigned a call number in order to designate an order in which services are provided, and the order arrives. In a window calling method of a window calling device for notifying a call number, a date and time frame for providing a service in advance (a time frame set in advance so that a service can be received if a customer visits within a certain time to receive a reservation. A reservation information storing step of storing identification information for identifying a reservation specifying a time frame, a time width of a time frame for each season, etc.), a date and time of the reservation, and a time frame; A determination step for determining whether or not the identification information input by the customer is identification information for identifying a reservation specifying a date and time frame. When it is determined that it is the identification information for identifying the reservation, a call code for the reservation customer is set, and when the identification information is input within the time frame for providing the service, the notification is made immediately before the input. A call step is provided for notifying the call code for the reserved customer prior to the call number following the call number.
[0007]
According to a second aspect of the present invention, in the window calling method according to the first aspect, the date and time frame limits the number of customers who can make a reservation within the same time frame to a predetermined number. And
[0008]
According to a third aspect of the present invention, in the window call method according to the first or second aspect, the calling step includes inputting the identification information within a predetermined effective time before and after the date and time frame for providing the service. When there is a call code, the call code for the reserved customer is notified before the call number next to the call number notified just before the input.
[0009]
According to a fourth aspect of the present invention, in the window calling method according to the third aspect, if the time at which the identification information is input is further earlier than the effective start time at which the effective time starts, the reservation customer A call code is set and a call ticket with a call number given at the time of input of the identification information is issued. If the order of the call numbers does not arrive by the effective start time, the call number is not related to the assigned call number. The call number for the reserved customer is notified before the call number next to the call number notified immediately before the effective start time.
[0010]
According to a fifth aspect of the present invention, in the window calling method according to any one of the first to fourth aspects, the identification information is stored in advance as customer information (customer information such as a customer name or an account number, etc. If there is a customer who confirms that the customer is making the information, it is customer information. If there is no customer information, the reservation judgment information (number , A code, or other information, which is information for determining whether or not the user is a reservation customer when providing a service to the reservation customer).
[0011]
According to a sixth aspect of the invention, in the window calling method according to any one of the first to fifth aspects, the calling code for the reserved customer is a name of the reserved customer.
[0012]
According to a seventh aspect of the present invention, there is provided a computer-readable recording medium on which a program is recorded, wherein the program causes a computer to execute the steps described in any one of the first to fifth aspects.
[0013]
According to an eighth aspect of the present invention, there is provided a program for causing a computer to execute each of the steps described in any one of the first to fifth aspects.
[0014]
According to the ninth aspect of the present invention, in order to specify the order in which the service is provided, a ticket issuing means for issuing a call ticket sequentially numbered with a call number, and a notification for notifying the call number when the order comes. Means, and a counter calling device including a control means for controlling the ticket issuing means and the notifying means, wherein the control means comprises: identification information for identifying a reservation in which a date and time frame for providing a service is specified in advance; Reservation information storage means for storing the date and time and the time frame of the user, determination means and determination means for determining whether or not the identification information inputted by the customer is identification information for identifying a reservation specifying the date and time frame If it is determined that it is the identification information for identifying the reservation specifying the date and time frame, the call code for the reservation customer is set, and the identification information is input within the time frame for providing the service. When Tsu is characterized by having a calling means for informing the following previously reserved for customer call sign from the call number of the call number which is informed immediately prior to the input.
[0015]
According to this configuration, a customer who makes a reservation by designating a time frame in advance can receive a service without waiting for a long time by visiting a store within the designated time frame.
[0016]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
FIG. 2 is a schematic diagram showing a counter call apparatus according to an embodiment of the present invention.
[0017]
The customer who made a reservation in advance inputs the identification information notified at the time of the reservation to the input unit 26 in the store, and waits in the store until called. When the contact person presses the call button of the operation unit 25 every time the service is finished, the control unit 24 determines that the reservation is valid and makes the next call when identification information is input within the reserved time. The calling code for the reserved customer is displayed on the display unit 23 before the number, and the calling code for the reserved customer or the name of the reserved customer is output by the audio unit 21 to call the customer.
[0018]
FIG. 3 is a schematic diagram showing a configuration of a control unit of the teller machine according to the embodiment of the present invention. The control unit 24 has a reservation information storage unit 31 in which necessary information such as identification information, reservation date and time frame registered in advance in the reservation management system is stored collectively. Here, the necessary information is additional information that is useful for providing a service, and may include the contents of a service to be received, such as opening a new account. Further, the control unit 24 includes a determination unit 32 for determining that the customer is a reserved customer based on the identification information input from the ticket issuing unit 22 or the input unit 26, and an identification within a time frame when the customer is confirmed. A caller 33 is provided for giving and displaying a call code for a reserved customer when information is input. The ticket issuing unit 22 issues a window call ticket, but in a device that does not have the input unit 26, the customer who has made a reservation may have an input button for inputting identification information.
[0019]
FIG. 4 is a view showing a specific display image of the display unit 23 of the teller machine according to the embodiment of the present invention. As shown in FIG. 4 (a), consecutive numbers are usually used for call numbers given to customers without reservation. On the other hand, for the reserved customer, a combination of a code and a number as shown in FIG. 4B or the name of the customer as shown in FIG.
[0020]
FIG. 5 is a flowchart showing a window calling method according to the first embodiment. As shown in FIG. 5, this window call method includes a reservation information storage step S51 for storing identification information for identifying a reservation in which a date and time frame for providing a service is specified in advance, a date and time of the reservation, and a customer. In step S52, it is determined whether or not the input identification information is identification information for identifying a reservation specifying a date and time frame. If it is determined that it is the identification information to be set, a call code for the reserved customer is set, and if the identification information is input within the time frame for providing the service, the call next to the call number notified immediately before the input is performed. It comprises a calling step S53 for informing the calling code for the reserved customer before the number.
[0021]
FIG. 6 is a flowchart illustrating a window calling method according to an embodiment of the present invention.
[0022]
First, a first embodiment will be described. When a customer of a financial institution such as a bank wants to receive a service at a counter at a specific time, the reservation is set in the reservation management system of the host server from the Internet via a store, a public telephone, a personal computer, or a mobile phone. The host server collectively manages a plurality of stores, but may also be provided for each store. When the reservation management for a plurality of stores is performed, the store information is also included in the reservation information. In this case, at the time of reservation, the customer also specifies the store to receive the service. At this time, if the customer is already registered as a customer, such as having an account at a bank, the reservation is identified by the account number or other information that confirms that the customer is a registered customer. If a customer who is going to create a new account is not registered in the future, reservation determination information is added at the time of setting a reservation, and is used as identification information at the time of visiting the store. Further, the reservation determination information identification number can be uniformly assigned without performing such operation.
[0023]
The customer performs reservation registration by designating the date and time when he / she wants to visit the store. To facilitate management of the reservation customer, the reservation is made within a predetermined time frame. That is, the reservation time is divided into time frames such as 10 minutes or 20 minutes, and only a certain number of reservations are allowed in the time frame. Therefore, if the customer tries to make a reservation at 10:00 am, the customer will make a reservation in a time frame including 10:00 am Here, by changing the time width of the time frame or the restriction on the number of reservations, it is possible to construct an optimal system according to the time zone, seasonal variation, or the store situation.
[0024]
The reservation information is transmitted in batches or in real time to the counter calling device in each store by electric communication, and stored in the reservation information storage unit 31 of the control unit 24.
[0025]
When the customer who made the reservation arrives at the store and processes the store from the input unit or the like of the ticket issuing unit 22 (S62), the information is compared with the reservation information storage unit 31 (S64), and the determination unit 32 in the control unit 24 determines Is determined. If it is not determined that the customer is a reserved customer, the customer is shown to that effect (S72), and the same call number as that of a customer without ordinary reservation is given (S74).
[0026]
As a result of the comparison, if it is determined that the customer has made a reservation, a call code dedicated to the reserved customer is set (S68). That is, if the store visit process is performed within the reserved time frame, a call code exclusively for the reserved customer is set, and when the service of the customer who is receiving the service at that time ends, the service is provided in the order of the appropriate reserved customers coming to the store. The set calling code exclusive for the reserved customer is displayed so as to be received (S70). When a plurality of reservations are made in the same time frame, calls are received, for example, in the order in which store visit processing was performed. The calling is performed by displaying the calling code and outputting an announcement indicating that the order has been reached by the voice unit 21 or by outputting the calling code or the name of the reserved customer by voice as in the case of calling a customer without reservation. As shown in FIG. 4, for example, the call code for exclusive use of the reservation customer is a combination of a code indicating exclusive use for reservation and a consecutive number, or the name of the customer. If the store visit processing is not performed within the reserved time frame, the reservation expires and is shown to the customer to that effect, and the same call number as that of a normal customer without reservation is given.
[0027]
Also, in the above embodiment, the time of the reservation customer visit process and the time when the counter staff pressed the call button of the operation unit 25 to call the reservation customer or the time when the reservation customer call code was displayed are stored. It is also possible to calculate the waiting time of the reserved customer by determining the time between them. At this time, the calculated waiting time can be notified to the person in charge of the counter by displaying or the like, and can be totalized as data, and statistical processing can be performed to output information useful for service improvement. In calculating the waiting time, if the time of the store visit process is earlier than the valid start time, the wait time is the valid start time and the contact person pressed the call button of the operation unit 25 to call the reservation customer. It is also possible to carry out by obtaining the time or the time between the times when the call code for the reserved customer is displayed.
[0028]
Next, a second embodiment will be described. If the store visit processing is not performed within the time frame reserved in the first embodiment, the reservation expires. However, in the second embodiment, a fixed effective time is set before and after the time frame in advance. If it is within that time, the reservation is treated as valid. In other words, if the store visit process is earlier than the start time of the reserved time frame and later than the end of the time frame, if it is within a certain time, it is processed as if it was reserved within that time frame. For example, if an appointment is made for a 10-minute frame starting at 10 am and a valid time of 10 minutes before the start time and 20 minutes before the end time is set in advance, this customer will be able to make a reservation from 9:50 am to 10 am If the store visit process is performed within 30 minutes, the reservation is valid. This makes it possible to provide services that flexibly respond to the customer's situation without uniformly invalidating the outside of the time frame, thereby improving customer satisfaction.
[0029]
Also in the second embodiment, the reservation is invalidated when the visit processing is before the effective start time at which the effective time further starts or after the effective end time at which the effective time ends (S82). That is, services are provided in the order of the call numbers described in the call ticket issued during the store visit processing.
[0030]
However, if the store visit process is performed before the valid start time, a call ticket with the same call number as that of the customer without reservation is issued (S84), but before the call number is called, When the start time comes, priority handling is performed from that time.
Therefore, if a call is made with a call number without reservation before the reserved valid start time, the service is received in the order of the call numbers (S86 to S88). If there is no call, the valid start time is given. As soon as the service of the customer receiving the service is finished, the set call code for the reserved customer is displayed, and the service can be received.
[0031]
【The invention's effect】
As described above, according to the present invention, since a customer visits a store after making a reservation in advance, the customer who made the reservation can receive service at a predetermined time and can use the time effectively. In addition, since services can be individually provided according to the circumstances of customers, it is possible to improve customer satisfaction.
[Brief description of the drawings]
FIG. 1 is a schematic diagram showing a counter call apparatus according to the prior art of the present invention.
FIG. 2 is a schematic diagram showing a counter call apparatus according to an embodiment of the present invention.
FIG. 3 is a schematic diagram illustrating a configuration of a control unit of the teller machine according to the embodiment of the present invention.
FIG. 4 is a diagram showing a specific display image of the display unit 23 of the teller machine according to the embodiment of the present invention.
FIG. 5 is a view showing a flowchart showing a window calling method according to the first aspect of the present invention.
FIG. 6 is a diagram showing a flowchart illustrating a window calling method according to an embodiment of the present invention.
[Explanation of symbols]
11, 21 Audio unit 12, 22 Ticketing unit 13, 23 Display unit 14, 24 Control unit 15, 25 Operation unit 26 Input unit 31 Reservation information storage unit 32 Judgment unit 33 Calling unit

Claims (9)

In order to specify the order in which the service is provided, in a window calling method of a window calling device that issues a calling ticket with a calling number in order and notifies the calling number in which the order has arrived,
Reservation information storing step of storing identification information for identifying a reservation in which a date and time frame for providing a service is specified in advance, a date and time of the reservation, and a time frame;
A determination step of determining whether or not the identification information input by the customer is identification information for identifying that the reservation is a reservation specifying the date and time frame;
If it is determined in the determining step that the identification information is for identifying a reservation specifying the date and time frame, a call code for a reserved customer is set, and the identification information is input within the time frame for providing a service. A calling step of notifying the call code for the reserved customer prior to the call number following the call number notified immediately before the input. The method according to claim 1, wherein the date and time frame limits the number of customers who can make a reservation within the same time frame to a predetermined number. When the identification information is input within a predetermined effective time before and after the date and time frame for providing the service, the calling step is performed based on the call number next to the call number notified immediately before the input. 3. The window call method according to claim 1 or 2, wherein the call code for the reserved customer is notified first. In the calling step, when the time at which the identification information is input is earlier than the validity start time at which the validity time starts, a calling code for a reserved customer is set and added when the identification information is input. If the order of the call numbers does not arrive by the valid start time, the call number given immediately before the valid start time is issued regardless of the assigned call number. 4. The window calling method according to claim 3, wherein the calling code for the reserved customer is notified before the calling number of the counter. The identification information is the customer information when there is customer information set in advance, and is the reservation determination information given at the time of the reservation when there is no customer information. A window calling method described in any of the above. The window calling method according to any one of claims 1 to 5, wherein the reserved customer call code is the name of the reserved customer. A computer-readable recording medium on which a program for causing a computer to execute the steps according to claim 1 is recorded. A program for causing a computer to execute each step according to any one of claims 1 to 5. Issuing means for issuing a calling ticket sequentially assigned a calling number in order to specify the order in which services are provided, notifying means for notifying the calling number when the order has arrived, the ticketing means and the notifying means In a counter call device having control means for controlling
The control means includes identification information for identifying a reservation specifying a date and time frame for providing a service in advance, reservation information storage means for storing a date and time of the reservation, and a time frame;
Determining means for determining whether or not the identification information input by the customer is identification information for identifying a reservation specifying the date and time frame;
If the determination means determines that the identification information is for identifying a reservation specifying the date and time frame, a call code for a reserved customer is set, and the identification information is input within the time frame for providing a service. When there is, calling means for notifying the call code for the reserved customer prior to the call number next to the call number notified immediately before the input,
A window calling device comprising:

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