JP2007060225A - Call center system and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center system for displaying customer responding information corresponding to each customer to an operator who responds to the customer calling a call center which sells merchandise (including services) and copes with complaints or the like. <P>SOLUTION: The call center 10 is provided with a server 11 for supporting an operator who answers a phone call from a user to sell and explain about articles or services or the like. The server 11 comprises: a decision engine part 21 for deciding which one of a plurality of preset classifications the birth date of the customer belongs to; a customer responding information storage part 22 wherein preliminarily generated customer responding information is stored, while being associated with the classifications of the customer based on the birth date; and a customer responding information provision part 23 for taking out the pertinent customer responding information from the customer responding information storage part 22 on the basis of the decided result of the decision engine part 21 and outputting it. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a call center system and a program that enable an operator to provide a customer's or his / her own personality to a customer who calls a call center that sells products (including services) or handles complaints.

  A call center is a specialized department that responds to inquiries made by customers over the telephone in companies and the like. Therefore, in response to customer complaints, questions, etc., the telephone is forwarded to an appropriate department, or it is answered by oneself.

  This type of call center is equipped with a call center system to efficiently respond to inquiries from customers, accumulate information from customers, and effectively use it for future product development. Yes. On the reception screen of the call center system, a tab sheet composed of a plurality of data blocks having various input / display fields is displayed.

  For example, in a call center in a card company, by clicking a tab, a tab sheet on which the sheet is displayed is displayed on, for example, a reception tab sheet. 1) “Reception data block” that records and displays current telephone call correspondence; A data block such as “response data block” for displaying past telephone call correspondence and 3 “customer data block” for displaying personal information of the other party of the telephone is arranged and displayed. The reception tab sheet is displayed when the operator selects the tab sheet by operating input means such as a mouse and a keyboard provided in the call center system. Each data block is provided with necessary input fields and display fields. When the operator inputs the contents in the corresponding input field according to the inquiry contents from the customer, the contents are accumulated. Also, by clicking on another tab, a tab sheet for informing the operator what action should be taken next is displayed.

  As a prior art of such a call center, in Patent Document 1, when a customer makes an inquiry to the call center by telephone, the customer can be identified at an individual level and transferred to an appropriate person to make a detailed response. A telephone reception system as described above is described. In this telephone reception system, a telephone call from a customer is accepted and an automatic voice response guides the other party to make a voice determined as the first word. Then, the customer is identified at the individual level from the voice of the customer, and the call is transferred to a corresponding person appropriate for the other party with reference to the transferer table in which the telephone transfer destination is registered.

  Patent Document 2 describes a telephone response server that returns to a process of automatically responding after responding by an operator. This telephone answering server is installed in the call center when it is necessary to respond by an operator arranged in the call center at each telephone terminal when automatically responding to the information input to each telephone terminal. The information that needs to be answered by the operator is recorded on the telephone response server, and the operator located in the call center is made to recognize the information recorded on the telephone response server, and the response by the operator is sent to each telephone via the telephone response server. Send to the terminal.

Further, Patent Document 3 describes a call center system having flexibility with respect to layout change by easily and universally laying out a reception screen of the call center system. In this call center system reception screen, a plurality of arrangement areas where data blocks can be arranged on the tab sheet are created.
JP 2005-142897 A JP 2005-136814 A JP-A-2005-70819

  In such a conventional call center system, the operator's response is common to all customers. In other words, the operator gives the same product explanation to each customer. However, the degree to which advertising phrases such as catchphrases and catchphrases influence customer's willingness to purchase varies greatly depending on the individuality of each customer. Therefore, if the product description has the individuality of the customer, the degree of increasing the customer's willingness to purchase can be increased. Conversely, if it is not the case, the customer's interest cannot be obtained.

  Moreover, even though operators have different characters, there is no system that provides customer reception information that serves as a guideline for customer reception suitable for each operator.

  In the present invention, in view of the above-mentioned problems, an operator can provide a response corresponding to an individual customer or his / her own personality to a customer who calls a call center that sells products (including services) or handles complaints. An object of the present invention is to provide a call center system and program.

  (1). A call center system according to the present invention is a call center system in which a call from a customer is received and an operator responds to the received call, a customer management database for storing customer information including the date of birth of the customer, and the customer A determination engine unit that inputs the date of birth of the customer from the management database and determines which category the customer belongs to among a plurality of preset categories, and customer response information created in advance is the date of birth A customer service information storage unit stored with a correspondence with the customer classification based on the customer response information, and extracting and outputting the corresponding customer service information from the customer service information storage unit based on the determination result of the determination engine unit An information providing unit and a display unit for displaying customer service information output from the customer service information providing unit are provided.

  (2). In addition, an operator database that accumulates information about the operator including the date of birth of the operator is further provided, and the determination engine unit inputs the date of birth of the operator from the operator database, and a plurality of categories in which the operator is set in advance. The customer service information storage unit determines the compatibility between the operator and the customer based on the class to which the operator belongs and the class to which the customer belongs. Is stored in association with the compatibility determined by the determination engine unit, so that customer reception information can be displayed based on the compatibility between the customer and the operator.

  (3). In addition, the determination engine unit further determines compatibility based on the time when a call is received, thereby determining the compatibility between the customer and the operator (including when it is a time zone) Can be displayed.

  (4). The call center system of the present invention is a call center system that accepts a call from a customer and an operator responds to the accepted call, and stores an operator database that stores information about the operator including the date of birth of the operator; A determination engine unit that inputs the date of birth of the operator from the operator database and determines to which category of the plurality of preset categories the operator belongs, and customer response information created in advance is the date of birth A customer reception information storage unit stored with a correspondence with the operator classification based on the customer, and a customer that extracts and outputs corresponding customer reception information from the customer reception information storage unit based on the determination result of the determination engine unit Displays the customer information provided by the customer information provider and the customer customer information provider Characterized in that it comprises a that display unit.

  (5). In addition, the determination engine unit can further display the customer service information based on the operator's character and the time by determining the classification based on the time when the call is received.

  (6). Further, the present invention is a call center system in which a computer receives a call from a customer and an operator responds to the received call, and a customer management database that accumulates customer information including the date of birth of the customer; A determination engine unit that inputs the date of birth of the customer from the customer management database and determines to which category of the plurality of preset categories the customer belongs, and customer response information created in advance is the date of birth The customer reception information storage unit stored with correspondence with the customer classification based on the date, and corresponding customer reception information is extracted from the customer reception information storage unit based on the determination result of the determination engine unit and output A function as a call center system comprising a customer service information providing unit and a display unit for displaying customer service information output from the customer service information providing unit Is a program of the order to.

  (7). Further, the present invention provides a call center system in which a computer receives a telephone call from a customer and an operator responds to the received telephone call, the operator database storing operator information including the date of birth of the operator, A determination engine unit that inputs the operator's date of birth from the operator database and determines to which of the plurality of preset categories the operator belongs, and customer service information created in advance is the date of birth A customer service information storage unit stored with a correspondence with the operator classification based thereon, and a customer service that extracts and outputs corresponding customer service information from the customer service information storage unit based on the determination result of the determination engine unit An information providing unit and a display unit for displaying customer service information output from the customer service information providing unit That is a program for functioning as a call center system.

  According to the first aspect of the present invention, customer reception information corresponding to each customer is displayed to an operator who responds to a customer who calls a call center that sells commodities (including services) or handles complaints. be able to. The operator can give a guideline for dealing with the customer by displaying the customer's character, behavior pattern, and advice on dealing with it on the reception screen, and can touch the customer with confidence. it can. As a result, you can actively lead conversations and reduce troubles. In terms of the psychology of the operator, no guidance is given when dealing with a customer who cannot see the face of the telephone destination, but some advice is given, so that the advice becomes a primacy and a more appropriate response Can be expected to bring out In addition, the response with the customer symbolized by the character can be expected to be a lively conversation. As a result, even if it is a response about a specific product etc., it is not just an explanation based on the product, but an explanation that increases the customer's purchasing motivation according to the individuality of each customer can be given to each customer.

  According to the fourth aspect of the present invention, customer service information corresponding to each operator is displayed to an operator who services a customer who calls a call center that sells commodities (including services) or handles complaints. be able to. The operator can give a guideline for dealing with the customer by displaying his / her character, action pattern, and advice for dealing with it on the reception screen, and can touch the customer with confidence. . As a result, you can actively lead conversations and reduce troubles. In terms of the psychology of the operator, no guidance is given when dealing with the customer, but if some advice is given, it can be expected that the advice becomes a so-called priming and a more appropriate response is drawn out. In addition, the customer response can be expected to be a lively conversation.

  The best mode for carrying out the present invention will be described below in detail with reference to the accompanying drawings. However, the technical scope of the present invention is not limited by the embodiments.

  FIG. 1 is a block diagram showing a configuration of a call center system according to an embodiment of the present invention. The call center system of the present embodiment is an example applied to a call center that responds to questions and inquiries from customers by telephone.

  In FIG. 1, a call center system includes a landline 1 or a mobile phone 2 that a customer uses to access the call center 10, a public telephone network 3 that connects the landline 1 or the mobile phone 2 and the call center, and a call center 10. Composed. The mobile phone 2 is connected to the public telephone network 3 via the base station 2A.

  The call center 10 is a communication function for an operator who receives a call from a user to connect to a user's landline 1 or mobile phone 2 via a public telephone network 3 and a server 11 that supports sales and explanation of goods and services. Unit 12, an input unit 13 such as a keyboard and a pointing device for inputting data, a display unit 14 including an LCD device for displaying data, and an external storage device 15 such as a hard disk drive (HDD) and a DVD. Composed.

  The server 11 is actually realized by software (matching system application) using a general-purpose computer.

  The external storage device 15 includes a customer management database 16 that stores information about customers, and an operator database 17 that stores information about each operator. The customer management database 16 collects and manages personal information including the date of birth of the customer, and accumulates response data output from the server 11 in association with the customer as needed. The operator database 17 collects and manages personal information including the date of birth of the operator.

  The server 11 includes a determination engine unit 21 that determines which of a plurality of preset categories the date of birth of the customer and the operator belongs, and a customer response that stores customer response information created in advance. An information storage unit 22 and a customer reception information providing unit 23 that extracts and outputs the corresponding customer reception information from the customer reception information storage unit 22 based on the determination result of the determination engine unit 21 are configured.

  The determination engine unit 21 determines a customer character (personality, taste, behavior, etc.) based on the date of birth. The determination engine unit 21 includes a program for performing fortune-telling based on the date of birth. The determination engine unit 21 determines a customer's character by determining which class of a plurality of classes in which the date of birth belongs in advance. The number of classifications is 12, for example. For example, the number of classifications may be 60, and the characters may be further classified. For example, in the determination engine unit 21 using animal fortune-telling (registered trademark), one animal character is output from 12 types of animal characters based on the date of birth of the customer. As a result, it is possible to display items to be noted when the operator responds to the customer.

  Further, the determination engine unit 21 determines the character based on the date of birth of the operator as in the case of the customer. As a result, it is possible to display matters that should be noted when the operator generally deals with customers.

  Further, the determination engine unit 21 determines the compatibility based on the determined operator character and customer character. As a result, it is possible to display matters to be noted when the operator responds to the customer.

  Furthermore, in addition to the above-mentioned operator character and customer character, the determination engine unit 21 also deals with matters according to the day and the time zone (this may be a rhythm of life or a tension) ). As a result, it is possible to display matters to be noted when the operator responds to the customer in the time zone. Needless to say, the selected combination of 1 to 3 persons from these three parties (operator, customer, and time zone) is arbitrary. That is, if the determination can be made based on these three parties, or the determination can be made based on two of them, the determination may be made based on one of them. As a result, for example, matters that should be noted for the time zone for the operator and items that should be noted when responding to the time zone for the customer can be arbitrarily displayed. However, what is determined based only on the time zone is not the subject of the present invention.

  In the customer reception information storage unit 22, specific contents of matters to be noted when dealing with customers are created and stored in advance. The matters to be noted are determined and created based on matters according to the customer character, the operator character, and the time zone of reception. As described in the description of the determination engine unit 21, the selection combination of the first to third parties from these three parties (operator, customer, and time zone) is arbitrary. Here, the notes to be handled by the operator are determined according to the customer's character, such as wording, wording, and emphasis. In other words, by responding to the customer's individuality, the personality characteristics and behavior patterns of the customer are displayed as if they were facing the customer, and the advice on the response is displayed. To be able to respond to any problem. The format may be a sentence, a picture, a photograph, a movie, or a combination thereof. If it is a picture, you can use a bright smile or a face with a mysterious face.

  The customer reception information providing unit 23 extracts notes corresponding to the character determined by the determination engine unit 21 from the customer reception information storage unit 22 and provides them to the operator. Thereby, even if it is a product description for the same product, the operator can respond with different precautions for each customer.

  FIG. 2 is a flowchart showing telephone answering processing of the call center system according to the present embodiment. In the figure, S indicates each step of the flow.

  First, in step S1, the customer contacts the call center 10 via the public telephone network 3 by the fixed telephone 1 or the mobile telephone 2. In step S2, it is determined whether the incoming call is suitable for business days or business hours. If the incoming call is not within business hours, a message to that effect is automatically answered in step S8. End the flow. If the incoming call is within business hours, etc., the incoming call from the customer is assigned to the vacant operator in step S3. If all operators are responding and cannot be assigned, a message will be sent to the customer requesting that the customer be on standby. Inform.

  In step S4, the operator who responds to the call from the customer listens to the call from the customer and inputs an identification number such as the customer's phone number or member number through the input unit 13. On the reception screen of the call center 10, a tab sheet composed of a plurality of data blocks having various input fields is displayed. The operator displays an appropriate tab sheet in accordance with the contents of the inquiry from the customer, and the corresponding data. When the contents are entered in the input field of the block, the contents are accumulated. In the present embodiment, the call center 10 is a call center in a card company, and the date of birth of the customer is accumulated in advance. Therefore, when the operator listens to a call from the customer and inputs the customer's telephone number, membership number, and the like on the tab sheet using the input unit 13, personal information including the date of birth of the customer is displayed on the reception screen.

  Next, in step S5, the server 11 activates the determination engine unit 21 that determines a customer character and the like based on the date of birth. That is, the server 11 supplies the date of birth of the customer, the date of birth of the operator, and the time at that time to the determination engine unit 21, and the determination engine unit 21 sends the operator to the customer based on these pieces of information. In the time zone, the matter such as the character that becomes the basis of the matters to be noted when responding is determined and output. The customer reception information providing unit 23 takes out matters to be noted when responding to the matters determined by the determination engine unit 21 from the customer reception information storage unit 22 and outputs them to the display unit 14.

  In step S6, matters to be noted when responding are displayed on the display screen of the operator. Next, in step S7, it is determined whether or not the operator's response has been completed. When the operator performs a response end operation due to completion of the telephone response or the like, this flow is finished.

By executing the above flow, the following support screen is displayed on the operator's display screen.
(1) Display of customer characteristics and behavior patterns First, it is a major feature of the present invention to display matters to be noted when responding based on customer characters. As a result, the personality characteristics and behavior patterns of the customer are instantly displayed as if the customer is face-to-face, and a point-of-contact advice can be displayed by displaying the advice on the response. Although it is not a TV phone, it is possible to have a scene where you are responding while watching the customer's face.
Example) A little impatient. Let's clean up the reception.
Because you are a tough person, use your language carefully and clearly.
But don't be afraid because your heart is kind.

(2) Displaying Customer's Tension of the Day Next, the present invention can display matters to be noted when responding based on the customer's character and the time (or time zone) at that time. As a result, the customer's current tension can be displayed and advice on how to respond can be provided.
Example) Today, this person is a little low tension, so do not respond with too high tension. Let's talk slowly and quietly.
Please speak in a way that envelops the other party.

(3) Display the customer's favorite product ranking list As an application of these (1) and (2), display the customer's favorite ranking list, and display recommended one-point comments that will tickles the customer. , You can look at these displays and talk to your customers. Furthermore, by linking these displays with the customer's current tension, troubles with the customer can be prevented so as not to say anything extra.

(4) Displaying personality characteristics and tension of the operator As another feature of the present invention, displaying matters to be noted when responding based on the operator's character and further based on the time (or time zone) at that time. Can do. Thereby, the precautions based on the personality characteristics of the operator and the tension of the day are also displayed.

By displaying the personality characteristics and tension of the operator and advising the precautions of the day, response errors can be reduced.
Example) Listen to the customer's story thoroughly.
Let's talk with a little smile today.
Check the order quantity twice.

(5) Displaying the advice of good impression of the response As an application of this (4), increase the number of repeaters by displaying the advantages of the operator, giving confidence and carrying the response smoothly with the customer and giving a good impression be able to.
Example) A bright voice will cheer you up.
The postcard is a good impression.
It seems that your smile is visible to customers.

  In this way, in the example introduced to the operation center of a card company, first, when a call is received, the operator listens to the customer's phone number and enters it into the system. The personality and current tension of the day are displayed. At this time, notes are also displayed. In addition, the general notes of the operator from the date of birth of the operator to today are also displayed. When a call is received from the customer, the notes when the operator answers the customer at that time of the day are displayed. Is done.

  As described above, the call center 10 according to the present embodiment instantly displays the personality characteristics, behavior patterns, etc. of the customer as if the operator is facing the customer face-to-face, and the advice on the response is displayed accordingly. By doing this, you can respond pinpointly. The realization of such a call center where customers can see the customer's face can be expected to shorten the sense of distance with the customer, eliminate product mismatches, and increase sales by moving away from excessive competition. .

  Further, in the present embodiment, depending on the operator, the personality characteristics and tension of the operator are displayed, and advice on the day's notes and the like are advised, so that response errors can be reduced.

  The above description is an illustration of a preferred embodiment of the present invention, and the scope of the present invention is not limited to this. The customer service information may be simple text data of an explanatory text, but may be other data or a combination thereof. For example, the color of the explanatory text, the text font of the explanatory text, the size of the text of the explanatory text, the background of the explanatory text, how to show the product (whether the highlighted part is shown up or the whole picture is shown, shine If you send product description data after receiving a phone call, send it back in the evening or early in the morning, or immediately after the phone call. Information on whether to send it after a while or not), an image that symbolizes the character (for example, it is possible to intuitively grasp the customer's character by making an animal image of a horoscope), and so on May be stored in association with the customer classification based on the date of birth.

  Further, in this embodiment, the call center in the case of a card company has been described as an example, but if the date of birth of the customer or operator can be specified, mail order, courier reception, lease product maintenance service department, It can be applied to any call center such as a computer software maintenance service department. The engine unit may be any method, and the same effect can be obtained.

  The call center system of the present invention is also realized by a program for causing a computer to function as the call center system. This program may be stored in a computer-readable recording medium.

  The recording medium on which the program is recorded may be the storage unit itself of the server 11 shown in FIG. 1, or a program reading device such as a CD-ROM drive is provided as an external storage device. It may be a CD-ROM or the like that can be read by inserting.

  The recording medium may be a magnetic tape, a cassette tape, a flexible disk, a hard disk, an MO / MD / DVD, or a semiconductor memory.

  Further, the call center system of the present invention is not limited to the above-described embodiment, and various modifications can be made without departing from the scope of the present invention. For example, the present invention can be applied to a client / server using a personal computer as described above, but is not limited to this and can be applied to all apparatuses.

  Further, the call center system according to the present embodiment may be incorporated as a communication function of an information processing apparatus such as a personal computer or a commercial server.

  Furthermore, the type of each circuit unit constituting the server, the database, the type of data stored in the database, and the like are not limited to the above-described embodiments.

  INDUSTRIAL APPLICABILITY The present invention can be used as a related technology of a telephone response system in which an operator responds to a customer who calls a call center that sells commodities (including services) or handles complaints according to the customer or his / her own personality. It can also be incorporated into a device such as a call center server as a telephone response control program.

It is a block diagram which shows the structure of the call center system in one embodiment of this invention. It is a flowchart which shows the telephone reception process of the call center system in this Embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Fixed telephone 2 Mobile phone 2A Base station 3 Public telephone network 10 Call center 11 Server 12 Communication function part 13 Input part 14 Display part 15 External storage device 16 Customer management database 17 Operator database 21 Judgment engine part 22 Customer reception information storage part 23 Customer Reception information provision department

Claims (7)

A call center system in which an operator receives a call from a customer and an operator responds to the received call.
A customer management database that stores customer information including the date of birth of the customer;
A determination engine unit that inputs the date of birth of the customer from the customer management database and determines which category of the plurality of preset categories the customer belongs to;
A customer service information storage unit in which customer service information created in advance is stored in correspondence with the customer classification based on the date of birth;
A customer service information providing unit that extracts and outputs corresponding customer service information from the customer service information storage unit based on a determination result of the determination engine unit;
A call center system comprising: a display unit for displaying customer service information output from the customer service information providing unit. An operator database that stores information about the operator including the date of birth of the operator;
The determination engine unit inputs the operator's date of birth from the operator database, determines which class the operator belongs to among a plurality of preset classes, and classifies the operator and the customer The compatibility between the operator and the customer is determined from
2. The call center system according to claim 1, wherein the customer reception information storage unit stores customer reception information created in advance in association with the compatibility determined by the determination engine unit.   The call center system according to claim 2, wherein the determination engine unit further determines compatibility based on when a call is accepted. A call center system in which an operator receives a call from a customer and an operator responds to the received call.
An operator database that stores information about the operator including the date of birth of the operator;
A determination engine unit that inputs the date of birth of the operator from the operator database and determines which class of the plurality of preset categories the operator belongs to;
A customer service information storage unit in which customer service information created in advance is stored in correspondence with the operator classification based on the date of birth;
A customer service information providing unit that extracts and outputs corresponding customer service information from the customer service information storage unit based on a determination result of the determination engine unit;
A call center system comprising: a display unit for displaying customer service information output from the customer service information providing unit.   The call center system according to claim 1, wherein the determination engine unit further determines a classification based on when a call is accepted. Computer
A call center system in which a call from a customer is received and an operator responds to the received call, the customer management database storing customer information including the date of birth of the customer, and the date of birth of the customer from the customer management database Correspondence between the judgment engine unit that determines which category of a plurality of preset categories the customer is input by inputting the date, and the customer classification based on the date of birth of the customer service information created in advance A customer reception information storage unit stored with a customer response information providing unit that extracts and outputs corresponding customer reception information from the customer reception information storage unit based on a determination result of the determination engine unit, and the customer The program for functioning as a call center system provided with the display part which displays the customer reception information output from a reception information provision part. Computer
A call center system that accepts a call from a customer and an operator responds to the received call, an operator database that stores operator information including an operator's date of birth, and an operator's date of birth from the operator database A judgment engine unit that inputs and determines which category of a plurality of preset categories the operator belongs to, and a correspondence between the customer service information created in advance and the operator category based on the date of birth A customer reception information storage unit, a customer reception information provision unit that extracts and outputs corresponding customer reception information from the customer reception information storage unit based on a determination result of the determination engine unit, and the customer reception information As a call center system with a display unit that displays customer service information output from the provider Program for performance.

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