JP2006243065A - Device, method, and program for supporting operator education - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To efficiently perform OJT for an operator of a call center. <P>SOLUTION: On a server 100 connected to a 1st exchange and a call center system equipped with a plurality of operator terminal devices 112 to which the 1st exchange 111 can be connected, an identification number inquire information reception section 301 receives identification number information on a customer and input of inquiry information from the customer when there is incoming from the customer to the 1st exchange 111, an operator group determination section 302 determines an operator group which can answer among operator groups classified based upon at least one of experience values and ability values of operators according to the received information, and a connection control section 303 controls the 1st exchange 111 to connect the incoming to one of operator terminal devices in the determined operator group, and specifies an operator to have OJT. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to an operator education support apparatus for supporting operator education, connected to a call center system including a switch and a plurality of operator terminal devices to which the switch can be connected, an operator education support method and operator education in the call center system. Regarding support programs.

  Traditionally, many industries have set up call centers to handle a wide variety of inquiries from customers. For this reason, there is a technique for determining a person in charge (operator) in accordance with customer information or a customer's request in order to efficiently process an inquiry by a large number of operators and not cause the customer to feel a malfunction (for example, Patent Document 1). 2).

JP 2002-358410 A JP 2002-312566 A

  However, in the above-described conventional technology, it is possible to reduce the problems felt by the customer due to the poor response of the operator, but on the other hand, the processing that is difficult to handle corresponds to many of the relatively high capacity operators, There are few opportunities for operators with relatively low abilities to handle processes that are difficult to handle, and it is difficult to acquire the ability to perform processes that are difficult to handle.

  In the first place, call center operators, after receiving general education for the first time, are actually using the so-called OJT (On the Job Training) to improve their abilities based on their experiences by actually making calls with customers. It is considered good to improve their abilities by interacting with customers in business. In other words, it is empirically known that both experience and ability are improved by repeating the same process.

  Therefore, with the above-described conventional technology, OJT cannot be performed efficiently. For this reason, the capacity of the entire call center cannot be improved, and the load on a relatively high-capacity operator increases. As a result, there is a problem that a sufficient response cannot be made to the customer.

  The present invention provides an operator education support apparatus, an operator education support method, and an operator education support program that can efficiently perform OJT for an operator of a call center in order to solve the above-described problems caused by the prior art. With the goal.

  In order to solve the above-described problem, an operator education support device according to the invention described in claim 1 is an operator's education system connected to a call center system including an exchange and a plurality of operator terminal devices to which the exchange can be connected. In an operator education support apparatus for supporting education, when a call is received from a customer to the exchange, the customer identification number information and information about the inquiry content from the customer (hereinafter referred to as “inquiry information”) are input. Receiving means, a determining means for determining an operator group that can be handled among pre-classified operator groups based on the information received by the receiving means, and controlling the exchange, by the determining means. A connection for connecting the incoming call to any operator terminal device of the determined operator group. Characterized by comprising a control means.

  According to a second aspect of the present invention, there is provided an operator education support apparatus according to the first aspect of the present invention, wherein the information about the customer corresponding to the customer identification number received by the receiving means (hereinafter referred to as “customer information”). ”), And the determination unit determines an operator group that can be handled among the operator groups classified in advance based on the customer information and the inquiry information. .

  According to a third aspect of the present invention, there is provided the operator education support apparatus according to the first or second aspect, wherein the operator group is classified based on at least one of an operator experience value and an ability value. A registration means for registering is provided, wherein the determination means determines a compatible operator group among the operator groups registered by the registration means based on the information received by the reception means. .

  An operator education support apparatus according to a fourth aspect of the present invention provides the operator guidance support apparatus according to any one of the first to third aspects, wherein a voice call is received when a call is received from a customer to the exchange. Voice guidance output means is provided, and the reception means receives a tone signal input by the customer in accordance with the voice guidance output by the voice guidance output means.

  An operator education support device according to a fifth aspect of the invention is the operator education support device according to any one of the first to fourth aspects, wherein the call center system is different from the exchange connected to the exchange. An exchange (hereinafter referred to as “second exchange”) and a plurality of operator terminal devices (hereinafter referred to as “second operator terminal devices”) to which the second exchange can be connected; An operator determined by the determining means of the second operator terminal device via the second switch for the incoming call from the customer to the switch by controlling the switch and the second switch It is connected to any operator terminal device of the group.

  An operator education support method according to the invention of claim 6 is an operator education support method for supporting operator education in a call center system comprising an exchange and a plurality of operator terminal devices to which the exchange can be connected. A reception step for receiving input of the customer identification number information and information about the inquiry content from the customer (hereinafter referred to as “inquiry information”) when there is an incoming call from the customer to the exchange; and the reception step One of the operator group determined in the determination step by controlling the switch and the switching step to determine the operator group that can be handled among the operator groups classified in advance based on the information received by A connection step of connecting the incoming call to an operator terminal device. To.

  According to a seventh aspect of the present invention, there is provided an operator education support method according to the sixth aspect of the present invention, wherein the customer information corresponding to the customer identification number received by the receiving step (hereinafter referred to as “customer information”). The determination step determines an operator group that can be handled from among operator groups classified in advance based on the customer information and the inquiry information. .

  According to an eighth aspect of the invention, there is provided an operator education support method according to the sixth or seventh aspect of the invention, wherein the operator group is classified based on at least one of an operator experience value and an ability value. Including a registration step for registration, wherein the determination step determines a compatible operator group among the operator groups registered by the registration step based on the information received by the reception step. .

  An operator education support method according to claim 9 is the invention according to any one of claims 6 to 8, wherein the call center system is different from the exchange connected to the exchange. An exchange (hereinafter referred to as “second exchange”) and a plurality of operator terminal devices (hereinafter referred to as “second operator terminal devices”) to which the second exchange can be connected; And an operator group determined by the determination step in the second operator terminal device via the second switch for the incoming call from the customer to the switch by controlling the second switch It is connected to any one of the operator terminal devices.

  An operator education support program according to claim 10 causes a computer to execute the operator education support method according to any one of claims 6 to 9.

  According to the present invention, it is possible to obtain an operator education support apparatus, an operator education support method, and an operator education support program that can efficiently perform OJT without causing a customer to feel a problem.

  Exemplary embodiments of an operator education support apparatus, an operator education support method, and an operator education support program according to the present invention will be explained below in detail with reference to the accompanying drawings.

(System overview)
First, an overall system including an operator education support apparatus and a call center system according to the present invention will be described. FIG. 1 is a block diagram showing an outline of the entire system according to the embodiment of the present invention. 1, the overall system includes a server 100 as an operator education support apparatus, a customer database 101, a network 102 connecting the server 100 and the customer database 101, a Tokyo call center (system) 110, and an Osaka call center (system) 120. With. However, the number of call centers is not limited to two, and may be one or three or more.

  The Tokyo call center 110 includes a first exchange 111 and a plurality of operator terminal devices 112 whose connection is controlled by the first exchange 111. Similarly, the Osaka call center 120 includes a second exchange 121 and a plurality of operator terminal devices 122 whose connections are controlled by the second exchange 121.

  The first switch 111 and the second switch 121 are connected by a dedicated line, and the first switch 111 and the second switch 121 are connected to the server 100 via a dedicated line or the network 102. The terminal devices 112 and 122 of each call center are connected to the server 100 via the network 102.

  The server 100 realizes the function of the operator education support apparatus and controls the entire system. In particular, the first exchange 111 and the second exchange 121 are controlled to connect incoming calls from customers to operator terminal devices 112 and 122 that can be connected to the respective exchanges. In addition, the server 100 transmits the information about the customer acquired from the customer database 101 to the operator terminal device connected to the incoming call out of the operator terminal devices 112 and 122 via the network 102. In addition, the server 100 registers history information regarding the update status with the customer transmitted from the operator terminal devices 112 and 122.

  In addition, the server 100 notifies the instructor in the vicinity of the connected operator terminal devices 112 and 122 that there is an incoming call that requires assistance from the instructor. Notification may be made by displaying some message on the terminal of the instructor not shown, or may be notified by vibrating the portable terminal of the instructor not shown.

  The customer database 101 stores customer information. Customer information can be specified by the customer identification number. Specifically, for example, customer personal information (name, address, phone number), card type, number of cards held, limit, usage status Etc. are included. The customer database 101 may be provided in the server 100.

  The operator terminal device 112 or 122 has a conversation function connected to the first exchange 111 or the second exchange 121, for example, a handset, a headset with a microphone, etc., and a display connected to the server 100 via the network 102 For example, it is configured by a personal computer terminal device having a function and an input function. The display device displays information related to the incoming customer. In addition, various information related to the customer and requested items from the customer are input by an input device (for example, a keyboard or a mouse).

(Hardware configuration of operator education support device)
FIG. 2 is a block diagram showing a hardware configuration of the operator education support apparatus according to the present embodiment. In FIG. 2, a server 100 as an operator education support apparatus includes a CPU 201, ROM 202, RAM 203, HDD (hard disk drive) 204, HD (hard disk) 205, and FDD (flexible disk drive) 206, which are detachable. An FD (flexible disc) 207, a display 208, an I / F (interface) 209, a keyboard 210, a pointing device 211, a scanner 212, and a printer 213 are provided as examples of such recording media. The components are connected by a bus 200.

  The CPU 201 governs overall control of the server 100. The ROM 202 stores a program such as a boot program. The RAM 203 is used as a work area for the CPU 201. The HDD 204 controls data read / write with respect to the HD 205 according to the control of the CPU 201. The HD 205 stores data written under the control of the HDD 204.

  The FDD 206 controls reading / writing of data with respect to the FD 207 according to the control of the CPU 201. The FD 207 stores data written under the control of the FDD 206 or causes the information processing apparatus to read data recorded on the FD 207. In addition to the FD 207, the removable recording medium may be a CD-ROM (CD-R, CD-RW), MO, DVD (Digital Versatile Disk), memory card, or the like. A display 208 displays data such as documents, images, and function information. For example, in addition to a TFT liquid crystal display, a CRT or a plasma display may be used.

  The I / F (interface) 209 is connected to the network 102 through a communication line (or directly connected to the first exchange 111 and the second exchange 121), and is connected to other servers and operator terminal devices 112 and 122 via the network 102. Connected to other information processing apparatuses including the customer database 101 and various databases including the customer database 101. The I / F 209 controls the interface between the network 102 and the inside of the apparatus, and controls input / output of data from other servers, other information processing apparatuses, and various databases. The I / F 209 is, for example, a modem or a LAN adapter. The I / F 209 can also be used as an external input / output such as a USB. In addition, a keyboard 210 for inputting various data including customer information, a pointing device 211, a scanner 212, and a printer 213 for outputting various data may be provided.

(Functional configuration of operator education support device)
Next, a functional configuration of the operator education support apparatus will be described. FIG. 3 is a block diagram showing a functional configuration of the operator education support apparatus according to the present embodiment. In FIG. 3, an operator education support apparatus (server 100) according to the present embodiment includes an identification number inquiry information reception unit 301, an operator group determination unit 302, a connection control unit 303, a customer information acquisition unit 304, and an operator group. A registration unit 305 and a voice guidance output unit 306 are included.

  In FIG. 3, the functional configuration for the first exchange 111 is shown and the illustration is omitted, but the second exchange 121 actually has the same functional configuration. The functions of the components can be realized by the CPU 201 executing the programs stored in the ROM 202, RAM 203, HD 205, and FD 207.

  Here, the identification number inquiry information accepting unit 301 accepts input of customer identification number information and information (inquiry information) about the inquiry content from the customer when there is an incoming call from the customer to the first exchange 111. . Specifically, the identification number inquiry information receiving unit 301 realizes its function by, for example, the I / F 209 shown in FIG.

  Based on the information received by the identification number inquiry information receiving unit 301, the operator group determining unit 302 determines an operator group that can be handled among the operator groups classified in advance. In particular, among operators that can be handled, an operator group that needs to learn OJT may be determined. Furthermore, considering whether the instructor (or supervisor) can attend in response to the congestion situation, it is determined whether the operator group needs to acquire OJT or the operator group does not need to acquire OJT. May be. However, at the time of determination, it is prevented from being connected to a group of operators that cannot respond. The operator group determination unit 302 realizes its function by the CPU 201 executing programs stored in the ROM 202, RAM 203, HD 205, and FD 207.

  The connection control unit 303 controls the first exchange 111 to connect the incoming call from the customer to any one of the operator terminal devices of the operator group determined by the operator group determination unit 302 among the operator terminal devices 112. In addition, the connection control unit 303 controls the first exchange 111 and the second exchange 121 so that an incoming call from a customer to the first exchange 111 is received from the operator terminal device 122 via the second exchange 121. The incoming call from the customer is connected to one of the operator terminal devices of the operator group determined by the operator group determination unit 302.

  Therefore, in this case, the operator of the Osaka call center 120 will correspond to the customer who has made a call to the Tokyo call center 110. Specifically, for example, the CPU 201 executes the program stored in the ROM 202, RAM 203, HD 205, and FD 207 shown in FIG.

  The customer information acquisition unit 304 acquires customer information corresponding to the customer identification number received by the identification number inquiry information reception unit 301 from the customer database 101, for example. In that case, the operator group determination part 302 determines the operator group which can respond among the operator groups classified beforehand based on customer information and inquiry information. The customer information acquisition unit 304 realizes its function by the I / F 209 when the CPU 201 executes programs stored in the ROM 202, the RAM 203, the HD 205, and the FD 207 shown in FIG.

  The operator group registration unit 305 classifies and registers the operator group based on at least one of the operator experience value and the ability value. That is, the classification may be based on only the experience value of the operator, the classification may be based only on the ability value of the operator, or the classification may be based on both the experience value and the ability value of the operator. This classification may be changed sequentially as the experience value or ability value of each operator changes. Details of the classification will be described later (see FIGS. 9 and 10).

  At that time, the operator group determination unit 302 determines a compatible operator group among the operator groups registered by the operator group registration unit 305 based on the information received by the identification number inquiry information reception unit 301. Specifically, the operator group registration unit 305 realizes its function by, for example, the RAM 203, HD 205, FD 207, etc. shown in FIG. Specific contents of the information registered in the operator group registration unit 305 will be described later (see, for example, FIG. 9).

  The voice guidance output unit 306 outputs voice guidance when an incoming call is received from the customer to the first exchange 111. At that time, the identification number inquiry information receiving unit 301 receives a tone signal input by the customer in accordance with the voice guidance output by the voice guidance output unit 306. The voice guidance output unit 306 realizes its function by the I / F 209 when the CPU 201 executes programs stored in the ROM 202, RAM 203, HD 205, and FD 207 shown in FIG. Further, the voice guidance output unit 306 may be provided in the first exchange 111 or the second exchange 121 instead of being provided in the server 100.

(Exchange procedure)
FIG. 4 is a flowchart showing a processing procedure of the exchange (first exchange 111) according to the present embodiment. In the flowchart of FIG. 4, first, the first exchange 111 determines whether there is an incoming call from a customer (step S401). If there is an incoming call after waiting for an incoming call (step S401: Yes), a voice guidance is output (step S402). The output of the voice guidance may be performed based on an instruction from the server 100, or the first exchange 111 may independently perform it without being based on the instruction from the server 100.

  Thereafter, it is determined whether or not an identification number / inquiry content corresponding to the voice guidance has been input (step S403). The identification number is, for example, a credit card number or a membership number. Further, a password may be input. Details of the input of inquiry contents will be described later.

  In step S403, if there is no input of the identification number / inquiry content (despite a predetermined time elapses) (step S403: No), the series of processing ends without doing anything. On the other hand, if an identification number / inquiry content is input in step S403 (step S403: Yes), data relating to the input identification number / inquiry content is transmitted to the server 100 (step S404).

  Thereafter, it is determined whether or not information related to an instruction from the connection destination operator terminal device 112 has been received from the server 100 (step S405). Here, when an instruction is received (step S405: Yes), connection processing is performed (step S406), and a series of processing ends.

  On the other hand, when the instruction is not received (step S405: No), it is determined whether or not a transfer instruction to another exchange, that is, the second exchange 121 is received from the server 100 (step S407). If no transfer instruction is received (step S407: No), the process returns to step S405. On the other hand, if a transfer instruction has been received (step S407: Yes), a transfer process to the second exchange 121 is performed (step S408), and the series of processes ends. Although the description is omitted, the same processing as described above is performed when the second exchange 121 receives an incoming call.

(Processing procedure of operator education support device)
FIG. 5 is a flowchart showing a processing procedure of the operator education support apparatus (server 100) according to the present embodiment. In the flowchart of FIG. 5, first, the server 100 determines whether or not an identification number / inquiry content (related data) has been received from the first exchange 111 (step S501). Here, it waits for the reception of data relating to the identification number / inquiry content, and if it is received (step 501: Yes), customer information is acquired from the customer database 101 (step S502).

  And the operator group which can respond is determined from the acquired customer information and inquiry content (step S503). Next, it is determined whether or not any operator terminal device in the determined operator group can be connected (step S504). The state where connection is not possible is, for example, when a call is being made with another customer, when the operator terminal device 112 is not operating (rest), or when it is operating but is temporarily suspended (rest). is there.

  Here, when the connection is possible (step S504: Yes), information related to the instruction of the connection destination is transmitted to the first exchange 111 (step S507), and the series of processing ends. On the other hand, if connection is not possible (step S504: No), it is determined whether connection is possible in another call center, that is, the Osaka call center 120 (step S505). Here, when connection is possible in the Osaka call center 120 (step S505: Yes), information on an instruction to be transferred to the second exchange 121 is transmitted to the first exchange 111 (step S506), and the second exchange 121 is provided. The information regarding the instruction of the connection destination is transmitted to (step S507), and the series of processing ends.

  On the other hand, if connection is not possible in the Osaka call center 120 in step S505 (step S505: No), the process returns to step S504 to determine whether connection is possible again (in the Tokyo call center 110). Thereafter, steps S504 and S505 are repeated, and an instruction is issued to connect to the operator terminal device of the call center that can be connected first. However, when a predetermined time has passed, the customer is told, “I am busy. Please wait for a while or try again later. ”Or the like (not shown in the figure) to inform the customer that it takes time to connect.

(Content of inquiry information)
Next, an example of the contents of the inquiry information will be described. FIG. 6 is an explanatory diagram showing an example of the contents of the inquiry information. The content of the inquiry shown in FIG. 6 is an example of content at a call center of a credit card company. In FIG. 6, the inquiry information is divided into two layers for the convenience of voice guidance instructions. That is, in the first voice guidance, “If you have changed, canceled, lost or stolen, please press dial 1. ”And when No. 1 is pressed,“ No. 1 for change, No. 2 for cancellation, and No. 3 for lost / stolen. ”Announced. In this way, by reducing the number of items in the first layer, it is possible to select a desired item in a shorter time even if the number of the announcement is late.

  Therefore, in the voice guidance, first, the customer identification number (for example, card number) is input with the dial button, and after the input of the identification number is completed, the first layer of the inquiry information is selected with the dial button, and the second Lets you select a hierarchy. Therefore, when the input information from the customer is “1” “1”, the inquiry content is related to “change”, and when it is “2”, the inquiry content is related to “present”. Recognize

(Experience value and ability value)
Next, the contents of experience values and ability values will be described. FIG. 7 is an explanatory diagram showing an example of experience values and their contents. In FIG. 7, in the present embodiment, for convenience of explanation, the experience value and the first level of the voice guidance are made to coincide with each other. However, the present invention is not limited to this, and the experience value may be classified in more detail. .

  FIG. 8 is an explanatory diagram showing an example of capability values and their contents. In FIG. 8, in the present embodiment, for convenience of explanation, it is divided into three ability value items of “advanced”, “intermediate”, and “beginner”, and one of the ability value items according to the ability of each operator. It classifies according to. Since the ability fluctuates, the classification of each operator is changed each time.

  Specifically, “advanced” has “no processing to receive OJT”, that is, has mastered all processing and can perform all processing. The “intermediate” needs to acquire OJT only for specific processing, and does not need to receive OJT for anything else, that is, only processing that cannot be acquired needs to be acquired by OJT.

  “Beginner” is “It is necessary to learn OJT only for specific processing, and processing cannot be performed except for specific processing.” That is, processing that can be performed is limited, and that processing needs to be acquired by OJT. is there. Here, when it is necessary to learn OJT, the presence of an instructor is required, and when it is not necessary to receive OJT, the presence of an instructor is unnecessary. If processing cannot be performed, processing cannot be performed even if an instructor is present.

  For example, in the case of card cancellation, if it is a single card, it is only necessary to confirm the destination of the cancellation application, and processing can be performed by a beginner operator. In the case of an affiliated card, processing cannot be performed by a beginner operator such as explanation of processing at the affiliated partner. The same applies to the case where a plurality of cards are held. Therefore, intermediate or advanced operators are available. However, in the intermediate level, it is necessary to learn OJT, so an instructor must be present. Furthermore, if there are unpaid funds at the time of cancellation, more advanced and complicated explanations such as explanation of how to deal with them are necessary, so it is not subject to OJT acquisition, but it can be processed at intermediate level Only advanced operators can do the work.

  Beginner / intermediate operators improve their skills by repeating simple processes. Or an experience value can be raised by making the process of the same content repeatedly. The education is completed when you become an advanced operator.

  For example, the capability value may be determined by setting a “required capability table for each work” (not shown) for each corresponding work item (address change or the like). Specifically, for example, address change and phone number change are 2 points. The cancellation processing is set in advance as 15 points, the inquiry about the partner card is set as 25 points, and the ability value is determined based on the points. On the other hand, a “necessary ability judgment table” (not shown) is provided, with 1 to 10 points being an elementary level, 11 to 20 points being an intermediate level, and 21 or more points being an advanced level.

  Then, for the request of the customer who made the call, the work to be handled is specified, the required capacity table is referred to, the required capacity value for each work is obtained, and then the “necessary capacity determination table” is referred to. To determine the conditions for selecting an operator (beginner, intermediate, advanced). The experience value may be determined in the same manner by setting the experience number as the experience value.

(Registration of operator group)
FIG. 9 is an explanatory diagram showing an example of the contents of data registered in the operator group registration unit 305. In this embodiment, for convenience of explanation, the explanation will be made with only four operators, “operator A”, “operator B”, “operator C”, and “operator D” (actually, the number of operators is several tens. Is assumed).

  In FIG. 9, “operator A” has an experience value of “3” and an ability value of “beginner”. As a result, the “operator A” can only perform a specific process (for example, a relatively simple process of sending a document for changing the personal identification number by a normal member) in the personal identification number processing task. The processing needs to be learned by OJT (that is, the instructor must be present). “Operator A” cannot be processed because the others (“1”, “2”) are not registered in the beginner level (no experience in processing).

  Similarly, “operator B” has an ability value “intermediate” for experience values “2” and “3”. As a result, the “operator B” can send out a specific process of the presenting guidance service and the password processing service (for example, a relatively simple process of the password processing service, and sending out a document for changing the password by a normal member) Processing). Furthermore, when a password is changed by a member who has a partner card, relatively complicated processing such as contacting a partner can be performed. However, the processing (relatively complicated processing) needs to be learned by OJT (that is, an instructor must be present). “Operator B” cannot process “1” because it is not registered in the beginner's class (no experience in processing).

  Similarly, “operator C” has an ability value of “advanced” for an experience value of “1”, and an ability value of “beginner” for experience values of “2” and “3”. As a result, the “operator C” can perform all processing independently (without the presence of the instructor) regarding the change, cancellation, loss / theft work. Furthermore, with regard to the presenting guidance business and the personal identification number processing business, only a specific process (for example, a relatively simple process of sending out a document for changing the personal identification number by a normal member) can be performed. Needs to be learned by OJT (ie, an instructor must be present). “Operator C” has experience in processing only for “1”, so the ability value for “1” is high, while “2” and “3” need to be educated. There is.

  Similarly, since the ability value is “advanced” for all of the experience values “1”, “2”, and “3”, the “operator D” performs all processing alone (without the presence of the instructor). be able to. “Operator D” is an operator who does not need to receive education.

  FIG. 10 shows a classification of these operators. FIG. 10 is an explanatory diagram illustrating an example of the contents of data registered in the operator group registration unit. In FIG. 10, “1”, “2”, “3” having three experience values, “three” having any two experience values, and “one” having three experience values Operators are classified into "Advanced", "Intermediate", and "Beginner" categories.

(Details of specific processing of the operator group determination unit)
Next, the contents of specific processing of the operator group determination unit 302 will be described. FIG. 11A to FIG. 11C are explanatory diagrams illustrating the contents of the determination process of the operator group determination unit using FIG. From the identification number and the inquiry information, when a normal member who owns a single card requests a password change, the experience value is “3” and the ability value is “beginner” processing. It is determined as an operator group that can be processed by the operator.

  Specifically, all of the operators A to D can be processed. As described above, when a plurality of operators can be processed, the operator terminal device 112 is determined so that the operator has a capability value as low as possible (“intermediate” rather than “advanced” and “beginner” than “intermediate”). Good. By doing so, the effect of OJT can be improved. Therefore, the operator terminal device 112 is connected in the priority order of “operator A” → “operator C” → “operator B” → “operator D”.

  Similarly, from the identification number and the inquiry information, in the case of a request for changing the personal identification number by a normal member who owns a plurality of cards, the experience value is “3” and the ability value is “intermediate” processing. Operators indicated by diagonal lines are determined as operator groups that can be processed.

  Specifically, only operator B and operator D can process. As described above, when a plurality of operators can be processed, the operator terminal device 112 may be determined so that an operator having a capability value as low as possible is processed. Therefore, the operator terminal device 112 is connected in the priority order of “operator B” → “operator D” and is not connected to “operator A” and “operator C”.

  Similarly, from the identification number and the inquiry information, in the case of a cancellation request by a special member who owns the affiliated card, the experience value is “1” and the ability value is “advanced” processing. The operator shown is determined as a group of operators that can be processed. Specifically, only operator C and operator D can process.

  As described above, according to the present embodiment, in the server 100 connected to the call center system including the first exchange 111 and the plurality of operator terminal devices 112 to which the first exchange 111 can be connected, the identification number inquiry When the information reception unit 301 receives an incoming call from the customer to the first exchange 111, the information reception unit 301 receives input of customer identification number information and inquiry information from the customer, and the operator group determination unit 302 receives the received information. Based on the operator group, the operator group that can be handled is determined, and the connection control unit 303 controls the first exchange 111 to any one of the operator terminal devices of the determined operator group. Connect incoming calls.

  Therefore, it is possible to specify an optimum operator to perform OJT based on the customer's situation and inquiry contents, and it is possible to efficiently perform OJT without causing the customer to feel trouble. By performing OJT efficiently, the customer service capability of the entire call center can be constantly improved.

  Moreover, according to the present embodiment, the customer information acquisition unit 304 further acquires customer information corresponding to the received customer identification number, and the operator group determination unit 302 is based on the customer information and the inquiry information. Since an operator group that can be handled among the operator groups classified in advance is determined, the customer situation can be acquired quickly and efficiently.

  Further, according to the present embodiment, the operator group registration unit 305 further classifies and registers the operator group based on at least one of the experience value and the ability value of the operator, and the operator group determination unit 302 Based on the received information, the operator group that can be handled among the registered operator groups is determined, so that the optimum operator to be subjected to OJT can be selected quickly and efficiently.

  Further, according to the present embodiment, when the voice guidance output unit 306 receives an incoming call from the customer to the first exchange 111, the voice guidance is output, and the identification number inquiry information reception unit 301 Since the tone signal input by the customer is received in accordance with the voice guidance output by the voice guidance output unit 306, the customer identification number and inquiry information can be easily obtained without imposing a load on the customer.

  In addition, according to the present embodiment, the second switching device 121 connected to the first switching device 111 and the plurality of operator terminal devices 122 to which the second switching device 121 can be connected are further provided, and the connection control unit 303 includes the first switching device 303. The operator of the determined operator group in the operator terminal device 122 is controlled via the second switch 121 in response to an incoming call from the customer to the first switch 111 by controlling the switch 111 and the second switch 121. Since the connection is made to the terminal device, it is possible to connect the incoming call even at a call center other than the call center where the customer has received an incoming call, and the same OJT can be learned at any call center.

  The operator education support method described in the present embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation. This program is recorded on a computer-readable recording medium such as a hard disk, a flexible disk, a CD-ROM, an MO, and a DVD, and is executed by being read from the recording medium by the computer. Further, this program may be a transmission medium that can be distributed via a network such as the Internet.

  As described above, the operator education support device, the operator education support method, and the operator education support program according to the present invention are suitable for use in OJT of the call center operator.

It is a block diagram which shows the outline | summary of the whole system concerning embodiment of this invention. It is a block diagram which shows the hardware constitutions of the operator education assistance apparatus concerning this Embodiment. It is a block diagram which shows the functional structure of the operator education assistance apparatus concerning this Embodiment. It is a flowchart which shows the procedure of the process of the exchange concerning this Embodiment. It is a flowchart which shows the procedure of the process of the operator education assistance apparatus concerning this Embodiment. It is explanatory drawing which shows an example of the content of inquiry information. It is explanatory drawing which shows an example of an experience value and its content. It is explanatory drawing which shows an example of a capability value and its content. It is explanatory drawing which shows an example of the content of the data registered into an operator group registration part. It is explanatory drawing which shows an example of the content of the data registered into an operator group registration part. It is explanatory drawing (the 1) which shows the content of the determination process of an operator group determination part. It is explanatory drawing (the 2) which shows the content of the determination process of an operator group determination part. It is explanatory drawing (the 3) which shows the content of the determination process of an operator group determination part.

Explanation of symbols

100 Operator education support device (server)
DESCRIPTION OF SYMBOLS 101 Customer database 102 Network 110 Tokyo call center 111 1st exchange 112 Operator terminal device 120 Osaka call center 121 2nd exchange 122 Operator terminal device 301 Identification number inquiry information reception part 302 Operator group determination part 303 Connection control part 304 Customer information acquisition part 305 Operator Group registration unit 306 Voice guidance output unit

Claims (10)

In an operator education support device for supporting operator education, connected to a call center system comprising a switch and a plurality of operator terminal devices to which the switch can be connected,
Accepting means for receiving input of customer identification number information and information about the inquiry content from the customer (hereinafter referred to as “inquiry information”) when an incoming call is received from the customer to the exchange;
Based on the information received by the receiving means, a determining means for determining a corresponding operator group among pre-classified operator groups;
Connection control means for controlling the exchange and connecting the incoming call to any operator terminal device of the operator group determined by the determination means;
An operator education support device characterized by comprising: An acquisition unit that acquires information about the customer corresponding to the customer identification number received by the reception unit (hereinafter referred to as “customer information”);
2. The operator education support apparatus according to claim 1, wherein the determination unit determines an operator group that can be handled among operator groups classified in advance based on the customer information and the inquiry information. The operator group includes registration means for classifying and registering based on at least one of operator experience values and ability values,
3. The determination unit according to claim 1, wherein the determination unit determines an available operator group among the operator groups registered by the registration unit, based on information received by the reception unit. Operator education support equipment. Provided with voice guidance output means for outputting voice guidance when there is an incoming call from the customer to the exchange;
The operator training support apparatus according to claim 1, wherein the reception unit receives a tone signal input by the customer in accordance with the voice guidance output by the voice guidance output unit. The call center system includes an exchange different from the exchange connected to the exchange (hereinafter referred to as “second exchange”) and a plurality of operator terminal devices (hereinafter referred to as “second exchange”) to which the second exchange can be connected. Operator terminal device "),
The connection control means controls the exchange and the second exchange, and receives an incoming call from the customer to the exchange via the second exchange. The operator education support device according to claim 1, wherein the operator education support device is connected to any one of the operator terminal devices of the operator group determined by the determination unit. An operator education support method for supporting operator education in a call center system comprising an exchange and a plurality of operator terminal devices connectable to the exchange,
An accepting step of accepting input of the customer identification number information and information about the inquiry content from the customer (hereinafter referred to as “inquiry information”) when there is an incoming call from the customer to the exchange;
Based on the information received by the reception step, a determination step of determining a corresponding operator group among the operator groups classified in advance;
A connection step of controlling the exchange and connecting the incoming call to any operator terminal device of the operator group determined by the determination step;
An operator education support method characterized by including Including an acquisition step of acquiring information related to the customer corresponding to the customer identification number received by the reception step (hereinafter referred to as “customer information”);
7. The operator education support method according to claim 6, wherein in the determination step, an operator group that can be handled among operator groups classified in advance is determined based on the customer information and the inquiry information. A registration step of classifying and registering the operator group based on at least one of operator experience value and ability value,
The said determination process determines the operator group which can respond among the operator groups registered by the said registration process based on the information received by the said reception process. Operator education support method. The call center system includes an exchange different from the exchange connected to the exchange (hereinafter referred to as “second exchange”) and a plurality of operator terminal devices (hereinafter referred to as “second exchange”) to which the second exchange can be connected. Operator terminal device "),
The connection step controls the exchange and the second exchange, and the determination of the second operator terminal device via the second exchange for an incoming call from the customer to the exchange. The operator education support method according to any one of claims 6 to 8, wherein the operator education device is connected to any one of the operator terminal devices of the operator group determined by the process. An operator education support program for causing a computer to execute the operator education support method according to any one of claims 6 to 9.

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