JP2006245758A - Call center system, operator evaluation method, and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a technology capable of managing evaluation by customers applied to operators for actually carrying out telephone reception jobs. <P>SOLUTION: Upon the arrival of a call from a customer telephone terminal, a customer information searching means 103 searches customer information from a customer DB 121 and stores the name of the customer to a customer name register 105. A voice response means 101 transfers the call to one of call reception telephone terminals upon the arrival of the call from the customer telephone terminal to allow an operator to serve the call. When a speech between the operator and the customer is finished, the voice response means 101 transmits a message of inquiring of the customer telephone terminal about the evaluation of the operator in voice. When the customer telephone terminal transmits the evaluation of the operator in response to the message, an evaluation registration means 106 registers customer evaluation information including the evaluation applied to the operator, the customer name stored in the customer name register 105, and the operator name to a customer evaluation DB 122. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a call center system for answering calls from customers, and more particularly to a call center system capable of managing customer evaluations for call center operators.

  Operator call training and manners of call center operators who respond to customer calls have a significant impact on the corporate image, so operator education is very important for companies.

  By the way, conventionally, the instructor of the educational institution is generally sent to the call center to train the operator, and it has been difficult to receive sufficient education from the viewpoint of time constraints and cost.

In order to solve such a problem, it is conceivable to train an operator through a network. Various techniques have been known as techniques for receiving education via a network. For example, when a conversation content determined in advance is transmitted from the server to the phone terminal of a learner who is learning English conversation, and the learner answers in English, the server recognizes the speech in the speech recognition unit, A technology is known in which the content of a conversation and the content of pronunciation are determined to be correct and incorrect, and the determination result is transmitted to a telephone terminal (for example, see Patent Document 1). The technique described in Patent Document 1 does not educate call center operators, but can also be applied to call center operator education. That is, a predetermined conversation content (for example, “Company A?” Etc.) is transmitted from the server to the operator's telephone terminal, and the response sent from the telephone terminal in response to this is voiced by the voice recognition unit. It is only necessary to recognize and judge whether the answer is correct.
JP 2003-337529 A

  As mentioned above, if the call center operator is educated via the network, the time constraints and costs can be reduced compared to the case where the instructor goes to the call center. It can be carried out.

  By the way, among the operators who have cleared the standard level at the time of education, when the telephone answering work that actually answers the phone call from the customer is not possible, the results of the education cannot be fully demonstrated, and the telephone answering technology and manners are problematic. Exists. If there is such an operator, the corporate image will be adversely affected. Therefore, the operator's telephone answering technology and manners are evaluated during actual telephone answering work, and re-training is given to operators with low evaluation. It is necessary to take some countermeasures. However, if the supervisor or the person in charge evaluates the telephone answering technology and manners of the operator who is involved in the telephone answering work, the cost becomes a problem. Therefore, it is conceivable that an operator is evaluated by a customer, but conventionally, such a mechanism has not existed.

(Object of invention)
Therefore, an object of the present invention is to enable management of customer evaluations with respect to an operator who actually performs telephone answering work.

The first call center system according to the present invention is:
A call center system in which a plurality of call acceptance telephone terminals are connected,
A customer database in which customer information including customer names identifying customers is registered;
A customer evaluation database in which customer evaluation information including an operator name for identifying an operator to be evaluated, a customer evaluation for the operator, and a customer name for identifying the customer is registered;
When there is an incoming call from the customer's customer telephone terminal, customer information search means for searching for customer information of the customer from the customer database;
When an incoming call is received from the customer telephone terminal, the call is transferred to one of the call receiving telephone terminals in a non-calling state, and the call between the call receiving telephone terminal of the transfer destination and the customer telephone terminal Voice response means for transmitting an inquiry message by voice for inquiring the operator's evaluation to the customer telephone terminal after completion;
When an evaluation for the operator is sent from the customer telephone terminal in response to the inquiry message, the evaluation for the operator, the customer name in the customer information searched by the customer information search means, and the call of the forwarding destination An evaluation registration means for registering customer evaluation information including the operator name of the operator of the reception telephone terminal in the customer evaluation database is provided.

The second call center system according to the present invention is the first call center system,
With customer name register,
The customer information search means has a configuration in which a customer name in customer information searched from the customer database is stored in the customer name register,
The evaluation registration unit has a configuration in which a customer name in customer evaluation information registered in the customer evaluation database is used as a customer name registered in the customer name register.

A third call center system according to the present invention is the second call center system,
Based on the contents of the customer evaluation database, there is provided a totaling means for totaling evaluations from customers for each operator and totaling evaluations for operators for each customer.

A fourth call center system according to the present invention is the third call center system,
Each telephone terminal for accepting calls includes a processing device paired therewith,
The customer information registered in the customer database includes analysis information obtained by analyzing the aggregation result of the aggregation means for the customer, in addition to the customer name identifying the customer,
The customer information search means is configured to transmit the customer information searched from the customer database to a processing device that is paired with a call reception telephone terminal as a transfer destination by the voice response means.

A fifth call center system according to the present invention is the fourth call center system,
When the voice response means transfers the call to the call reception telephone terminal in a non-call state, based on the analysis information in the customer information searched by the customer information search means and the level of the operator of the call reception telephone terminal And having a configuration for determining a transfer destination.

A first operator evaluation method according to the present invention includes:
A customer database in which a plurality of call acceptance telephone terminals are connected and customer information including a customer name that identifies a customer is registered, an operator name that identifies an operator to be evaluated, a customer's evaluation of the operator, and the In a call center system including a customer evaluation database in which customer evaluation information including a customer name for identifying a customer is registered,
When an incoming call is received from the customer's customer telephone terminal, the customer information retrieval means retrieves the customer's customer information from the customer database, and the voice response means accepts the call in a non-calling state. Transfer to one of the
After the call between the call receiving telephone terminal of the transfer destination and the customer telephone terminal is finished, the voice response means transmits an inquiry message by voice to inquire the operator's evaluation to the customer telephone terminal,
When an evaluation for the operator is sent from the customer telephone terminal in response to the inquiry message, the evaluation registration means is evaluated for the operator, and the customer name in the customer information searched by the customer information search means, Customer evaluation information including an operator name of an operator of the call reception telephone terminal of the transfer destination is registered in the customer evaluation database.

A second operator evaluation method according to the present invention is the first operator evaluation method,
The customer information search means stores the customer name in the customer information searched from the customer database in a customer name register,
The evaluation registration means uses a customer name in customer evaluation information registered in the customer evaluation database as a customer name registered in the customer name register.

A third operator evaluation method according to the present invention is the second operator evaluation method,
Based on the contents of the customer evaluation database, the counting means totals evaluations from customers for each operator, and totals evaluations for the operators for each customer.

The first program according to the present invention is:
A customer database in which customer information including a customer name that identifies a customer is registered, a plurality of call reception telephone terminals, an operator name that identifies an operator to be evaluated, a customer evaluation of the operator, and the customer A computer having a customer evaluation database in which customer evaluation information including a customer name for identifying
Customer information retrieval means for retrieving customer information of the customer from the customer database when an incoming call is received from the customer's customer telephone terminal;
When an incoming call is received from the customer telephone terminal, the call is transferred to one of the call receiving telephone terminals in a non-calling state, and the call between the call receiving telephone terminal of the transfer destination and the customer telephone terminal After completion, voice response means for transmitting an inquiry message by voice for inquiring the operator's evaluation to the customer telephone terminal,
When an evaluation for the operator is sent from the customer telephone terminal in response to the inquiry message, the evaluation for the operator, the customer name in the customer information searched by the customer information search means, and the call of the forwarding destination Customer evaluation information including the operator name of the operator of the reception telephone terminal is made to function as evaluation registration means for registering in the customer evaluation database.

The second program according to the present invention is the first program,
The computer comprises a customer name register; and
The customer information search means has a configuration in which a customer name in customer information searched from the customer database is stored in the customer name register,
The evaluation registration unit has a configuration in which a customer name in customer evaluation information registered in the customer evaluation database is used as a customer name registered in the customer name register.

A third program according to the present invention is the second program,
The computer,
Based on the contents of the customer evaluation database, the evaluation from the customer is totaled for each operator, and it is made to function as a totaling means for totaling the evaluation for the operator for each customer.

A fourth program according to the present invention is the third program,
Each telephone terminal for accepting calls includes a processing device paired therewith,
The customer information registered in the customer database includes analysis information obtained by analyzing the aggregation result of the aggregation means for the customer, in addition to the customer name identifying the customer,
The customer information search means is configured to transmit the customer information searched from the customer database to a processing device that is paired with a call reception telephone terminal as a transfer destination by the voice response means.

A fifth program according to the present invention is the fourth program,
When the voice response means transfers the call to the call reception telephone terminal in a non-call state, based on the analysis information in the customer information searched by the customer information search means and the level of the operator of the call reception telephone terminal And having a configuration for determining a transfer destination.

[Action]
When an incoming call is received from the customer's customer telephone terminal, the customer information retrieval means retrieves the customer customer information from the customer database, and stores the customer name in the retrieved customer information in the customer name register. Further, when an incoming call is received from the customer telephone terminal, the voice response means transfers the call to one of the call accepting telephone terminals in a non-calling state to answer the operator. Thereafter, when the call between the call receiving telephone terminal operator at the transfer destination and the customer telephone terminal customer is completed, the voice response means transmits an inquiry message for inquiring the operator's evaluation to the customer telephone terminal by voice. When an evaluation for the operator is sent from the customer telephone terminal in response to the inquiry message, the evaluation registration means includes a customer including the evaluation for the operator, the customer name stored in the customer name register, and the operator name. Evaluation information is registered in the customer evaluation database. For example, the tabulation unit tabulates evaluations from customers for each operator based on the contents of the customer evaluation database once a month, and tabulates evaluations for the operators for each customer.

  ADVANTAGE OF THE INVENTION According to this invention, it becomes possible to manage a customer's evaluation with respect to the operator who is actually performing the telephone reception service. The reason is that, when the call between the call receiving telephone terminal operator of the transfer destination and the customer of the customer telephone terminal is terminated, the voice response means for transmitting an inquiry message by voice to the customer telephone terminal inquiring the operator's evaluation; When an evaluation for the operator is sent from the customer telephone terminal in response to the inquiry message, the customer name of the customer who performed the evaluation and the operator name of the operator who is the evaluation target are included in association with the evaluation. This is because it includes an evaluation registration means for registering customer evaluation information in the customer evaluation database.

  Next, embodiments of the present invention will be described in detail with reference to the drawings.

[Configuration of the embodiment]
Referring to FIG. 1, the present embodiment includes a call center system 1, a plurality of business terminals 3-1 to 3-n, a plurality of training terminals 4-1 to 4-m, and a customer's telephone terminal 5. Contains.

  The business terminals 3-1 to 3-n are terminals that are used when an operator answers a telephone call from a customer, and each of the business terminals 3-1 to 31-n and the processing devices 32-1 to 32-2. n. In addition, the training terminals 4-1 to 4-m are terminals used when educating telephone answering techniques, and each includes a pair of telephone terminals 41-1 to 41-m and processing devices 42-1 to 42-. m. The processing devices 32-1 to 32-n and 42-1 to 42-m are information processing terminals such as personal computers. In the present embodiment, it is assumed that terminal numbers “T1” to “Tn” are assigned to the business terminals 3-1 to 3-n, respectively.

  The call center system 1, business terminals 3-1 to 3-n, and training terminals 4-1 to 4-m are connected to each other via a local area network (LAN) 2, and the call center system 1 and customer telephone terminals. 5 are connected to each other via a public line 6.

  FIG. 2 is a block diagram illustrating a configuration example of the call center system 1, which includes a processing device 10 and a storage device 12.

  The storage device 12 includes a customer database (DB) 121, a customer evaluation DB 122, an operator DB 123, an operator terminal correspondence table 124, a web teaching material DB 125, a speech teaching material DB 126, a manner term DB 127, and a speech storage unit 128. I have.

  In the customer DB 121, customer information including a customer name (not only the name and company name but also a customer ID may be included), an address, a telephone number, a reception history, and an analysis result are specified. . FIG. 3 shows an example of the contents of the customer DB 121. In the figure, for example, in the second record, the customer with the customer name “K2” calls “February 3, February 5,...” With the address and telephone numbers “J2” and “D2”. And the evaluation for the operator is “severe”. In the present embodiment, it is assumed that there are three types of analysis results of “good”, “normal”, and “severe” as evaluation results for the operator.

  In the customer evaluation DB 122, customer evaluation information including a customer name, an operator name, an evaluation point, an evaluation date, and a message is registered. FIG. 4 shows an example of the contents of the customer evaluation DB 122. In the example shown in the figure, for example, the first record has an evaluation score of “5 points (customer name“ K1 ”) evaluated by the customer with operator name“ OP1 ”on February 1st. "The best evaluation in a five-step evaluation)" indicates that the message is "Good manners." Note that the message may be registered in the form of voice data of voice sent from the customer's telephone terminal, or may be registered as text data after voice recognition.

  In the operator DB 123, the level of each operator who performs a telephone answering service using the business terminals 3-1 to 3-n is registered in association with the operator name. FIG. 5 shows an example of the contents of the operator DB 123. The example in the figure shows that the operator with the operator name “OP1” has the level “L5 (highest evaluation in five-level evaluation)” and the operator with the operator name “OP2” has the level “L3”. ing.

  The operator terminal correspondence table 124 associates the terminal numbers of the business terminals 3-1 to 3-n with the names of operators who are currently handling telephone calls at the terminals, operator levels, and current calls. A busy flag (in this embodiment, the call state is represented by “1” and the non-call state is represented by “0”) indicating whether or not the call is in progress is registered. FIG. 6 shows an example of the contents of the operator terminal correspondence table 124. The example in the figure shows that in the business terminal 3-1 with the terminal number “T 1”, the operator with the operator name “OP 1” and the level “L 5” is performing the telephone answering business and is currently talking with the customer. ing.

  Web-type learning materials are registered in the Web teaching material DB 125, and voices acting as customers are registered in the sound teaching material DB 126. The manner term DB 127 is a database of wording in telephone reception. Various voices are registered in the voice storage unit 128 as necessary.

  The processing device 10 includes a voice response unit 101, a caller number register 102, a customer information search unit 103, a transfer destination determination unit 104, a customer name register 105, an evaluation registration unit 106, an operator registration unit 107, An education management unit 108, a pass / fail determination unit 109, a voice analysis unit 110, and a tabulation unit 111 are provided.

  When an incoming call is received from the customer's telephone terminal 5, the voice response means 101 transfers the call destination telephone terminal (for example, the call destination determined by the transfer destination determination means 104 from among the telephone terminals 31-1 to 31-n). The function of transferring the call to the telephone terminal 31-1) and the caller number (the telephone number of the telephone terminal 5) are stored in the caller number register 102, and the customer information search means 103 is instructed to search for customer information. The function and the search result of the customer information search means 103 are transmitted to the processing device 32-1 paired with the telephone terminal 31-1, and the customer information is displayed on the processing device 32-1, and the telephone terminal 41. When there is an incoming call from -1 to 41-m, various voice conversations are performed with the telephone terminals 41-1 to 41-m using the voice of the customer stored in the voice teaching material DB 126, Conversation content is stored in the voice storage unit 128 Having such as that function.

  When the customer information search means 103 is instructed to search for customer information from the voice response means 101, the customer information search means 103 searches the customer DB 121 using the caller number held in the caller number register 102 as a key, and the search result is sent as a voice response. A function of returning to the means 101, a function of storing the customer name in the searched customer information in the customer name register 105, a function of passing the analysis result in the searched customer information to the transfer destination determining means 104, and the like.

  The transfer destination determination unit 104 determines the telephone terminal 31 based on the analysis result (evaluation for the operator is “good”, “normal”, “harsh”) passed from the customer information search unit 103 and the contents of the operator terminal correspondence table 124. -1 to 31-n have a function of determining a telephone terminal as a transfer destination and notifying the voice response means 101 of the terminal number of the business terminal having the telephone terminal as a component. For example, if the analysis result is “severe”, the operator terminal correspondence table 124 is referred to, and one of the telephone terminals in the non-call state in which the operator of level “L4” or higher is performing the telephone answering service. Select one phone terminal.

  When the evaluation for the operator is sent from the customer's telephone terminal 5, the evaluation registration means 106 becomes the evaluation target and the customer name of the customer who made the evaluation (customer name stored in the customer name register 105). It has a function of registering in the customer evaluation DB 122 customer evaluation information including an operator name of an operator, an evaluation point sent by a push button signal, and a message sent by voice.

  When the operator registration unit 107 receives an update request including an operator name and a terminal number (for example, sent when the operator starts a telephone service) from each of the processing devices 32-1 to 32-n, The operator name registered in the correspondence table 124 in association with the terminal number is updated to the name of the operator requesting the update, and the level is changed to the level of the corresponding operator. This level can be obtained by searching the operator DB 123 using the operator name as a key. Further, when a deletion request including a terminal number is sent from each of the processing devices 32-1 to 32-n (for example, sent when the operator finishes the telephone answering service), it is registered in association with the terminal number. The operator name, level, and busy flag are deleted. Note that the telephone terminal corresponding to the terminal number from which the operator name, level, and busy flag are deleted is excluded from the candidates when the transfer destination determining means 104 determines the transfer destination.

  Based on the contents of the customer evaluation DB 122, the totaling unit 111 totals the evaluations from the customers for each operator, and as shown in FIG. 2), or for each customer, the evaluation for the operator is totaled, and as shown in FIG. 8, a graph in which the evaluation points are arranged in order from the oldest evaluation date is displayed on the display unit.

  The education management unit 108 has a function of transmitting the Web-type teaching material stored in the Web teaching material DB 125 to the processing devices 42-1 to 42-m according to the request from the processing devices 42-1 to 42-m, and the processing device 42. The answer sent from -1 to 42-m is evaluated and scored using the pass / fail judgment means 109, and the evaluation and scoring results are transmitted to the processing devices 42-1 to 42-m. Further, the pass / fail judgment means 109 has a function of checking the contents of conversation conducted by the trainee based on the text data passed from the voice analysis means 110 and the manner term DB 127.

  The voice analysis unit 110 has a function of checking the pronunciation of conversation contents registered in the voice storage unit 128, and also has a function of performing voice recognition, converting it into text data, and passing it to the pass / fail judgment unit 109.

  The call center system 1 can be realized by a computer. When the call center system 1 is realized by a computer, for example, the following is performed. A disk, a semiconductor memory, and other recording media recording a program for causing the computer to function as the call center system 1 are prepared, and the computer is caused to read the program. The computer controls its own operation according to the read program so that the voice response means 101, the customer information search means 103, the transfer destination determination means 104, the evaluation registration means 106, the operator registration means 107, the education management, Means 108, pass / fail judgment means 109, voice analysis means 110, and counting means 111 are realized.

[Operation of the embodiment]
Next, the operation of the present embodiment will be described in detail.

  First, the operation when a customer evaluates an operator who performs a telephone answering operation will be described.

  When there is a call (incoming call) from the customer's telephone terminal 5, the voice response means 101 in the call center system 1 sets the caller number in the caller number register 102 and then sends the customer information to the customer information search means 103. (Step S90 in FIG. 9).

  Upon receiving this instruction, the customer information search means 103 searches the customer DB 121 using the caller number stored in the caller number register 102 as a key, and acquires the corresponding customer information, as shown in the flowchart of FIG. (Step S101). Thereafter, the customer information search means 103 returns the search result to the voice response means 101 (step S102), stores the customer name in the searched customer information in the customer name register 105 (step S103), and the transfer destination determination means. The process (step S104) of passing the analysis result in the searched customer information to 104 is sequentially performed.

  When the analysis result is passed from the customer information search unit 103, the transfer destination determination unit 104 determines a business terminal to be a transfer destination based on the analysis result and the contents of the operator terminal correspondence table 124 (step S111 in FIG. 11). The terminal number and the operator name of the operator currently working on the terminal are passed to the voice response means 101 (step S112). In step S111, for example, if the analysis result delivered from the customer information retrieval unit 103 is “severe”, the call is not in a call state (the busy flag is “0”) and the level is “L4”. The above operator determines the forwarding destination from the business terminals where the business is working, and if the analysis result is "Normal" or "Good", the forwarding destination is determined from the business terminals that are not in a call state. . If the analysis result is “severe” and there is no non-calling business terminal for which an operator of level “L4” or higher is working, for example, the non-calling business terminal Of these, the business terminal with the highest level operator is determined as the transfer destination.

  On the other hand, when the process of step S90 ends, the voice response unit 101 determines at random whether or not the current telephone reception is to be evaluated (step S91). As this determination method, various methods can be adopted. For example, when a random number is generated and it is a multiple of a predetermined number, it is an evaluation target. It is possible to adopt a method that does not make it an evaluation target.

  In step S91, when it is determined that the object is not to be evaluated, the voice response unit 101, for example, a normal response such as “This is XX company. An automatic voice response has been made. Is performed on the customer's telephone terminal 5 (NO in step S92, S93), and when it is determined to be an evaluation target (YES in step S92), for example, “This is XX company. Automatic voice response After the call with the operator is finished, we will evaluate the telephone response. Please wait without interruption even after the call ends. Then, I will connect to the operator. " 5 (step S94).

  Thereafter, the voice response unit 101 transfers the call from the customer to the telephone terminal of the business terminal determined by the transfer destination determination unit 104 (step S95), and further, the customer information from the customer information search unit 103 is transferred to the business terminal. It transmits to a processing apparatus (step S96). Thereby, the customer information of the customer who handles the telephone is displayed in the processing procedure.

  When the operator who has finished the telephone response to the customer puts the telephone terminal on-hook, the voice response means 101 ends the process when the call is not the evaluation target (NO in step S97). On the other hand, if the call is an evaluation target (YES in step S97), a questionnaire for evaluating the operator's telephone response technology as shown in FIG. 12 is sent to the customer's telephone terminal 5 by voice. Send.

  In response to this, when an evaluation score (push button signal) or voice (message) is sent from the telephone terminal 5, these and the operator name are passed to the evaluation registration means 106 (step S99). Thereby, the evaluation registration unit 106 registers customer evaluation information including the customer name registered in the customer name register 105 and the evaluation point, message, and operator name passed from the voice response unit 101 in the customer evaluation DB 122. . Note that at the time of registration, the voice analysis unit 110 may be used to convert the voice message into text data before registration in the customer evaluation DB 122.

  As shown in the flowchart of FIG. 13, the counting unit 111 displays the customer evaluation information in which the evaluation date stored in the customer evaluation DB 122 is the current month when the counting timing (for example, the end of the month) is reached (YES in step S131). On the basis of this, the evaluations from the customers are totaled for each operator, the evaluations for the operators are totaled for each customer (step S132), and the total results are displayed on the display device or printer in the form of graphs shown in FIGS. Output (step S133). Further, when the message in the customer evaluation information is recorded as text data, each customer evaluation information may be output to a display device or a printer. If the message is voice data, it may be converted into text data and then output to a display device or a printer.

  The administrator analyzes the evaluation for the operator and the customer based on the graphs shown in FIGS. 8 and 9 and outputs the result of the analysis in the customer information stored in the customer DB 121 and the operator DB 123. It is reflected in the level of the operator registered in.

  Next, the operation when the trainee learns the telephone answering technique and the telephone answering manner will be described.

  At the time of attendance, the trainees access the education management means 108 of the call center system 1 from the processing device 42-j of the training terminal 4-j (1 ≦ j ≦ m) as shown in the flowchart of FIG. 14 (step S140). ).

  When there is an access from the processing device 42-j, the education management means 108 transmits a training material selection screen to the processing device 42-j. This selection screen is provided with (A) a selection column for Web teaching materials for learning wording and telephone answering manners, and (B) a selection column for audio teaching materials for learning telephone answering techniques. When the selection screen is displayed on the display unit (not shown) of the processing device 42-j, the trainee selects a teaching material (A) or (B) (step S141).

  When the trainee selects (A) on the selection screen, the education management unit 108 extracts the content from the Web teaching material DB 125 and transmits it to the processing device 42-j. Thereby, the problem as shown in FIG. 15 is displayed on the display unit of the processing device 42-j, and the trainees answer this (Step S142). The education management means 108 uses the pass / fail judgment means 109 to evaluate the answers of the trainees, and point out and give advice on the wrong part. If the evaluation does not reach a predetermined acceptance criterion (for example, 70 points out of 100) (NO in step S144), the teaching material selection screen is transmitted to the processing device 42-j again. Let me learn again.

  When the trainee selects (B) on the selection screen, the education management means 108 transmits a predetermined telephone number for training to the processing device 42-j. The processing device 42-j displays the telephone number sent from the education management means 108 on the display unit, and when the trainee is displayed, the telephone number is displayed using the telephone terminal 41-j. to call. When there is an incoming call from the telephone terminal 41-j, the voice response means 101 performs various exchanges with the telephone terminal 41-j using the voice acting as the customer stored in the voice teaching material DB 126. . In addition to calling from the trainees, learning by telephone from the education management means 108 is also prepared. In this telephone answering technique learning, for example, telephone exchanges as shown in FIG. 16 are performed. The contents of the conversation are recorded, and the voice analysis unit 110 checks pronunciation and extracts characters (voice recognition). The pass / fail judgment means 109 checks the wording by comparing the extracted characters with the manner term DB 127. The education management unit 108 transmits the pronunciation check result and the wording check result to the processing device 42-j (step S143). If the check result does not reach the passing score, the teaching material selection screen is transmitted to the processing device 42-j again to be learned again.

[Effect of the embodiment]
According to this embodiment, it is possible to manage customer evaluations for operators who are actually engaged in telephone answering work. The reason is that, when the call between the operator and the customer is finished, the voice response means 101 for transmitting an inquiry message for inquiring the evaluation of the operator to the customer telephone terminal 5 by voice, and the customer telephone terminal in response to the inquiry message When the evaluation for the operator is sent from 5, the customer evaluation information including the customer name of the customer who performed the evaluation and the operator name of the operator who is the evaluation target is registered in the customer evaluation database 122 in association with the above evaluation. This is because it includes the evaluation registration means 106 that performs the registration.

  Also, according to the present embodiment, when an incoming call is received from a customer, it is possible for the operator to recognize what evaluation the customer has for the operator. The reason is that the customer information registered in the customer DB 121 includes analysis information obtained by analyzing the evaluation of the customer operator in addition to the customer name for identifying the customer. This is because the customer information is searched, and the searched customer information is transmitted to the processing device 32-i paired with the call receiving telephone terminal 31-i (1 ≦ i ≦ n).

  Furthermore, according to the present embodiment, it is possible to have an operator of a level suitable for the customer perform the telephone answering work. The reason is that when the voice response means 101 transfers the call from the customer to the call reception telephone terminal in the non-call state, the analysis information in the customer information searched by the customer information search means 103 and the call reception telephone terminal This is because the transfer destination is determined based on the operator level.

It is a block diagram which shows the connection relationship between the call center system 1, business terminals 3-1 to 3-n, training terminals 4-1 to 4-m, and customer telephone terminals 5. 1 is a block diagram illustrating a configuration example of a call center system 1. FIG. It is a figure which shows the example of the content of customer DB121. It is a figure which shows the example of the content of customer evaluation DB122. It is a figure which shows the example of the content of operator DB123. It is a figure which shows the example of the content of the operator terminal corresponding table. It is an example of the graph which shows the evaluation of the customer with respect to an operator. It is a figure which shows the evaluation which the customer performed with respect to the operator. 4 is a flowchart illustrating an example of processing of the voice response unit 101. It is a flowchart which shows the process example of the customer information search means 103. FIG. 10 is a flowchart illustrating a processing example of a transfer destination determination unit 104. It is a figure which shows an example of the contents of the questionnaire at the time of having a customer evaluate the operator's telephone response technology. It is a flowchart which shows the process example of the total means 111. FIG. It is a flowchart which shows the process example when giving a training to a participant. It is a figure which shows an example of a web teaching material. It is a figure which shows an example of an audio teaching material.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Call center system 10 ... Processing apparatus 101 ... Voice response means 102 ... Caller number register 103 ... Customer information search means 104 ... Transfer destination determination means 105 ... Customer name register 106 ... Evaluation registration means 107 ... Operator registration means 108 ... Education management Means 109 ... Pass / fail judgment means 110 ... Voice analysis means 111 ... Aggregation means 12 ... Storage device 121 ... Customer DB
122 ... Customer evaluation DB
123 ... Operator DB
124 ... Operator terminal correspondence table 125 ... Web teaching material DB
126 ... Audio teaching material DB
127 ... manner term DB
128 ... Voice storage unit 2 ... LAN
3-1 to 3-n ... business terminals 31-1 to 31-n ... telephone terminals 32-1 to 32-n ... processing devices 4-1 to 4-m ... training terminals 41-1 to 41-m ... telephone terminals 42-1 to 42-m ... Processing device 5 ... Customer's telephone terminal 6 ... Public line

Claims (13)

A call center system in which a plurality of call acceptance telephone terminals are connected,
A customer database in which customer information including customer names identifying customers is registered;
A customer evaluation database in which customer evaluation information including an operator name for identifying an operator to be evaluated, a customer evaluation for the operator, and a customer name for identifying the customer is registered;
When there is an incoming call from the customer's customer telephone terminal, customer information search means for searching for customer information of the customer from the customer database;
When an incoming call is received from the customer telephone terminal, the call is transferred to one of the call receiving telephone terminals in a non-calling state, and the call between the call receiving telephone terminal of the transfer destination and the customer telephone terminal Voice response means for transmitting an inquiry message by voice for inquiring the operator's evaluation to the customer telephone terminal after completion;
When an evaluation for the operator is sent from the customer telephone terminal in response to the inquiry message, the evaluation for the operator, the customer name in the customer information searched by the customer information search means, and the call of the forwarding destination A call center system comprising: evaluation registration means for registering customer evaluation information including an operator name of an operator of a reception telephone terminal in the customer evaluation database. The call center system according to claim 1, wherein
With customer name register,
The customer information search means has a configuration in which a customer name in customer information searched from the customer database is stored in the customer name register,
The call center system characterized in that the evaluation registration means uses a customer name in customer evaluation information registered in the customer evaluation database as a customer name registered in the customer name register. The call center system according to claim 2,
A call center system comprising a totaling unit for totaling evaluations from customers for each operator based on the contents of the customer evaluation database and totaling evaluations for operators for each customer. In the call center system according to claim 3,
Each telephone terminal for accepting calls includes a processing device paired therewith,
The customer information registered in the customer database includes analysis information obtained by analyzing the aggregation result of the aggregation means for the customer, in addition to the customer name identifying the customer,
The call center characterized in that the customer information search means transmits the customer information searched from the customer database to a processing device that is paired with a call reception telephone terminal as a transfer destination by the voice response means. system. The call center system according to claim 4, wherein
When the voice response means transfers the call to the call reception telephone terminal in a non-call state, based on the analysis information in the customer information searched by the customer information search means and the level of the operator of the call reception telephone terminal A call center system having a configuration for determining a transfer destination. A customer database in which a plurality of call acceptance telephone terminals are connected and customer information including a customer name that identifies a customer is registered, an operator name that identifies an operator to be evaluated, a customer's evaluation of the operator, and the In a call center system including a customer evaluation database in which customer evaluation information including a customer name for identifying a customer is registered,
When an incoming call is received from the customer's customer telephone terminal, the customer information retrieval means retrieves the customer's customer information from the customer database, and the voice response means accepts the call in a non-calling state. Transfer to one of the
After the call between the call receiving telephone terminal of the transfer destination and the customer telephone terminal is finished, the voice response means transmits an inquiry message by voice to inquire the operator's evaluation to the customer telephone terminal,
When an evaluation for the operator is sent from the customer telephone terminal in response to the inquiry message, the evaluation registration means is evaluated for the operator, and the customer name in the customer information searched by the customer information search means, An operator evaluation method comprising: registering customer evaluation information including an operator name of an operator of the call receiving telephone terminal at the transfer destination in the customer evaluation database. The operator evaluation method according to claim 6, wherein
The customer information search means stores the customer name in the customer information searched from the customer database in a customer name register,
An operator evaluation method characterized in that the evaluation registration means uses a customer name in customer evaluation information registered in the customer evaluation database as a customer name registered in the customer name register. The operator evaluation method according to claim 7,
An operator evaluation method characterized in that, based on the contents of the customer evaluation database, the counting means totals evaluations from customers for each operator and totals evaluations for the operators for each customer. A customer database in which customer information including a customer name that identifies a customer is registered, a plurality of call reception telephone terminals, an operator name that identifies an operator to be evaluated, a customer evaluation of the operator, and the customer A computer having a customer evaluation database in which customer evaluation information including a customer name for identifying
Customer information retrieval means for retrieving customer information of the customer from the customer database when an incoming call is received from the customer's customer telephone terminal;
When an incoming call is received from the customer telephone terminal, the call is transferred to one of the call receiving telephone terminals in a non-calling state, and the call between the call receiving telephone terminal of the transfer destination and the customer telephone terminal After completion, voice response means for transmitting an inquiry message by voice for inquiring the operator's evaluation to the customer telephone terminal,
When an evaluation for the operator is sent from the customer telephone terminal in response to the inquiry message, the evaluation for the operator, the customer name in the customer information searched by the customer information search means, and the call of the forwarding destination A program for causing customer evaluation information including an operator name of an operator of a reception telephone terminal to function as evaluation registration means for registering in the customer evaluation database. The program according to claim 9, wherein
The computer comprises a customer name register; and
The customer information search means has a configuration in which a customer name in customer information searched from the customer database is stored in the customer name register,
The program according to claim 1, wherein the evaluation registration means uses a customer name in customer evaluation information registered in the customer evaluation database as a customer name registered in the customer name register. The program according to claim 10, wherein
The computer,
A program for totalizing evaluations from customers for each operator based on the contents of the customer evaluation database and for functioning as totaling means for totaling evaluations for operators for each customer. The program according to claim 11, wherein
Each telephone terminal for accepting calls includes a processing device paired therewith,
The customer information registered in the customer database includes analysis information obtained by analyzing the aggregation result of the aggregation means for the customer, in addition to the customer name identifying the customer,
The program characterized in that the customer information search means transmits the customer information searched from the customer database to a processing device that is paired with a call reception telephone terminal as a transfer destination by the voice response means. . The program according to claim 12,
When the voice response means transfers the call to the call reception telephone terminal in a non-call state, based on the analysis information in the customer information searched by the customer information search means and the level of the operator of the call reception telephone terminal And a program for determining a transfer destination.

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