JP2007074175A - Telephone service inspection system and program thereof - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a telephone service inspection system that performs inspection for extracting inappropriate telephone service from among numerous telephone services, reduces the telephone services that a manager should confirm, namely the telephone service of the manager, and quickens correct and efficient service by an operator. <P>SOLUTION: The operator talks with a customer in accordance with a displayed scenario, and simply inputs an answer as required, thus automatically measuring call time, when a call is made, automatically recording the content of the call, calculating estimated conversation time from a received answer and the data of estimated amount of conversation, comparing estimated conversation time zone with the measured call time, and hence, identifying the telephone service that has a high possibility of inappropriate telephone service that is not included in the estimated conversation time zone based on the result of the comparison. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a system for automatically verifying correspondence in an operator's telephone service.

  In the past, operators used telephones at call centers to receive product orders, respond to product defects from customers, conduct sales, and conduct surveys. With the development of computer systems, CTI (Computer Telephony Integration) technology, which is a technology that integrates telephones into computers, was born. Operators wear headsets (combined microphones and headphones) that connect to operator terminals. It is possible to make a call with a customer by making a direct call from the customer, or to make a call with a customer by directly receiving an call from the customer at an operator terminal. By using this CTI technology, the operator operates the operator terminal while talking to the customer via the operator terminal, or the customer information is automatically displayed on the display of the operator terminal by the outgoing call number or the incoming call number. The operator can input the request contents, questions, and answers as needed on the operator terminal by operating the keyboard while watching the display. It led to improvement. An integrated customer service system including CTI technology is called CRM (Customer Relationship Management).

  In addition to this, Japanese Patent Application Laid-Open No. 2003-333188 discloses a call center control system with a response pattern evaluation function. The call center control system with a response pattern evaluation function, which is the background technology, includes a service control point, a service resource point, and a service management system. After the service resource point ends the call between the customer and the operator, a voice of the questionnaire is sent to the customer. The configuration is such that a guidance is transmitted, a push button signal is received as an answer, the push button signal is transferred to a service control point, and the push button signal to be answered by service management is totaled. According to the call center control system with a response pattern evaluation function of this background art, after the call between the customer and the operator is finished, the customer directly answers the questionnaire directly to the system without going through the operator. An evaluation can be obtained.

Japanese Patent Application Laid-Open No. 2004-229014 discloses an investigation system using voice response. This survey system using voice response as a background technology includes a survey target person selecting means and an automatic questionnaire executing means, and the target survey person selecting means selects a target survey person to be surveyed from a plurality of operators. This is a configuration in which a questionnaire is conducted by an automatic voice response device after a call is completed with respect to a customer who has made a call with an operator who has been selected according to predetermined selection conditions and has been selected by an automatic questionnaire execution means. According to the survey system using voice response of this background art, it is possible to automatically collect questionnaires about the impression of the operator and the company from the customer who talks with the operator. This saves the effort and cost of a street survey.
JP 2003-333188 A JP 2004-229014 A

  As described above, the CTI technology, the call center control system with the response pattern evaluation function of the background technology, and the investigation system using the voice response of the background technology improve the efficiency of telephone operations, improve customer satisfaction, and objective customer operators. Evaluation can be obtained. However, when the operator makes an error while talking to the customer, that is, when making an entry mistake, when the operator makes a mistake in listening to what the customer has spoken, or when making both an entry mistake and an entry mistake. On the other hand, the above background art cannot cope with the problem that it is recorded in the database with an entry error and a mistake. If the administrator has set up a workflow for verifying such entry mistakes and hearing mistakes, it is necessary to browse a huge amount of data recorded in the database, and the burden on the administrator is enormous.

  Also, when the operator inputs false content at the operator terminal in order to conceal his mistakes, when the operator who is a result payer similarly inputs false content at the operator terminal in order to show his / her performance well In order to verify the false input, the administrator needs to browse a vast amount of data recorded in the database, and the administrator's The burden is tremendous.

  Furthermore, for example, when a customer activates the answering machine function of the telephone with an answering machine and the operator calls the customer, the operator must end the call even though a call bus is established by the answering machine. You may be wasting time keeping the call. In this case, there is a possibility that the administrator can listen to the operator's call contents from the administrator terminal that can listen to the operator's call contents, and find the operator's negligence, but manage countless operator's call contents The problem is that it is difficult to discover because the person cannot hear at the same time. In addition, when a system for recording the contents of a call is built, the administrator can listen to it later, but the call time is considerable, and it is not practical to verify one by one. Absent.

  The present invention has been made to solve the above-mentioned problems, and performs an inspection to extract an inappropriate telephone service from a myriad of telephone services, thereby reducing the telephone service to be confirmed by an administrator. An object of the present invention is to provide a telephone service inspection system that reduces the work burden on an administrator and promotes correct and efficient work by an operator.

  (1) A telephone service inspection system according to the present invention comprises a means for displaying scenario data comprising business items constituting a telephone service, the order of the business items, and answers to the business items on an operator's display during a call, Means for measuring the call time from the start of the call to the end of the call, means for recording the contents of the call between the customer and the operator, means for receiving an answer to the scenario data displayed by the operator, and scenario data Predicted conversation time calculation means for calculating the predicted conversation time for each telephone service from the predicted conversation volume data for each business item corresponding to and the answer data received, and the predicted conversation time zone including the predicted conversation time is measured. And comparing means for comparing the call time for each telephone service. As described above, in the present invention, the operator talks with the customer according to the displayed scenario, and only inputs an answer if necessary. When a call is made, the call time is automatically measured and the content of the call is automatically set. The estimated conversation time is calculated from the received response and the predicted conversation volume data, and the predicted conversation time zone is compared with the measured conversation time. The telephone service that is likely to be a difficult telephone service can be identified. The comparison between the predicted conversation time zone and the measured call time here is the comparison between the maximum call time in the predicted conversation time zone and the measured call time, the minimum call time in the predicted conversation time zone and the measured call time. Comparisons are included.

  (2) The telephone service inspection system according to the present invention manages the answer data and recorded voice data related to the telephone service during the call time that was outside the predicted conversation time zone as a result of the comparison by the comparison means, as necessary. And a means for outputting to a person's output device. As described above, according to the present invention, in addition to the above (1), the answer data and voice data of the telephone service not included in the predicted conversation time zone are output to the administrator's output device, so that the administrator can make an inappropriate phone call. The telephone service that is automatically determined to be a business can be easily inspected by the administrator.

  (3) In the telephone service inspection system according to the present invention, the predicted conversation time calculating means calculates the predicted conversation time by taking into account operator tone data storing the speaking speed of each operator, as necessary. is there. As described above, in the present invention, in addition to the above (1), the predicted conversation time is calculated in consideration of the speaking speed of the operator. On the other hand, even for telephone work that is determined to be appropriate depending on the speaking speed even though it is inappropriate, it is possible to compare the predicted conversation time with the conversation time that matches the speaking speed of the operator and It is possible to correctly determine whether or not there is.

  (4) The telephone service inspection system according to the present invention refers to the operator shift data in which the work end time of each operator is stored as necessary, and the operator whose work end time is within the threshold compared with the current time. For the telephone service, the predicted conversation time calculation means and the comparison means are executed in preference to the telephone work of other operators. As described above, in the present invention, in addition to the above (1), since the telephone work that the operator whose working hours is about to end takes the initiative and the telephone work that the other operator supports is prioritized, the inspection is performed. Inspection results can be output as much as possible before the operator finishes work, and the administrator can give attention and guidance to the operator on that day. When ordering work is performed at the call center where this system is built, even if an incorrect order is made due to inappropriate telephone support, a mistake is detected at least before the operator's work ends, and the person in charge It is possible to deal with mistakes smoothly and appropriately because there is. In particular, SCM (Supply Chain Management) has been established in all industries recently, lead time has been shortened, and the effect is remarkable in the current situation that if an order mistake is not dealt with quickly, the damage is great.

(5) A telephone service inspection program according to the present invention includes a computer, a telephone call time from a call start to an end of a call between an operator and a customer, voice data of a call content between the customer and an operator, and a service that constitutes the telephone service. Prediction set in advance corresponding to the scenario data from the storage means in which the answer data input by the operator for the scenario data including the items, the order of the business items, and the answers to the business items are recorded for each telephone service A predicted conversation time calculation procedure for calculating a predicted conversation time for each telephone service from the conversation volume data and the answer data recorded in the storage means, a predicted conversation time zone including the predicted conversation time, and a call time recorded in the storage means A comparison procedure is performed for comparing each telephone service. This telephone service inspection program corresponds to the invention of sub-combination (1). That is, this telephone service inspection program corresponds to the program of the inspection part in the telephone service inspection system.
These outlines of the invention do not enumerate the features essential to the present invention, and a sub-combination of these features can also be an invention.

Here, the present invention can be implemented in many different forms. Therefore, it should not be interpreted only by the description of the following embodiments. In addition, the same reference numerals are given to the same elements throughout the embodiments.
In each embodiment, the system will be mainly described. However, as will be apparent to those skilled in the art, the present invention can also be implemented as a program and method usable on a computer. In addition, the present invention can be implemented in hardware, software, or software and hardware embodiments. The program can be recorded on any computer-readable medium such as a hard disk, CD-ROM, DVD-ROM, optical storage device, or magnetic storage device. Furthermore, the program can be recorded on another computer via a network.

(First embodiment of the present invention)
A telephone service inspection system according to a first embodiment of the present invention will be described with reference to the drawings.
FIG. 1 is an overall system configuration diagram of a telephone service inspection system according to the present embodiment. As shown in FIG. 1, the telephone service inspection system according to this embodiment includes an operator terminal 10, a database computer 20, an exchange 30, an inspection computer 40, an administrator terminal 50, and a customer telephone 100. The exchange 30 and the customer telephone 100 are connected to a general subscriber line or IP network. The operator terminal 10, the database computer 20, the exchange 30, the inspection computer 40, and the administrator terminal 50 are connected via a local area network (LAN) and can communicate with each other. A person skilled in the art can appropriately design the network configuration. For example, a network configuration via a wide area communication network (WAN) can be constructed. Also, network devices such as HUBs and routers are arranged as appropriate.

  FIG. 2 is a hardware configuration diagram of a general-purpose computer according to the present embodiment. The operator terminal 10 is a general-purpose computer. The hardware configuration includes a CPU (Central Processing Unit) 11, a main memory such as a DRAM (Dynamic Random Access Memory) 12, an HD (hard disk) 13 that is an external storage device, It includes a display 14 as a display device, a keyboard 15 and a mouse 16 as input devices, a LAN card 17 as an expansion card for connecting to a network, a CD-ROM drive 18 and the like. The database computer 20, the inspection computer 40, and the administrator terminal 50 have the same hardware configuration as that of the operator terminal 10, and the CPUs 21, 41, 51, DRAMs 22, 42, 52, HDs 23, 43, 53, and displays 24, 44, respectively. , 54, keyboards 25, 45, 55, mice 26, 46, 56, LAN cards 27, 47, 57, CD-ROM drives 28, 48, 58, and the like. Here, even if it is a general-purpose computer, it is desirable to use a large-scale general-purpose computer having higher specifications than the personal computer for the database computer 20 and the inspection computer 40. As a specific configuration of a large general-purpose computer, a server rack is provided with a rack-mounted server with multiple CPUs, a hard disk cabinet, a backup cabinet, a UPS (Uninterruptible Power Supply), a display with a mound base, and a keyboard. is there.

  FIG. 3 is a block diagram of the telephone service inspection system according to this embodiment. The operator terminal 10 includes customer information display means for displaying customer information on the display 14, transmission means for making a call to a customer selected from the customer list or a directly entered telephone number, and work constituting telephone work Scenario means that displays items, the order of the business items, and answers to the business items on the display 14 and allows the operator to input the answers via the keyboard 15 and the mouse 16, and the call contents are recorded. Recording means (recording means can be configured separately), call time measuring means for measuring call time (recording means can be configured separately), and receiving means for receiving incoming calls from the customer telephone 100. The operator terminal 10 and the administrator terminal 50 are each provided with a sound card (not shown), and a headset including a headphone for outputting sound data and a microphone for inputting sound data is connected to a terminal of the sound card. ing.

  The database computer 20 includes an operator table for storing basic operator information, a customer information table for storing customer basic information and history information, a scenario data table for storing scenario data, and voice data (recorded data for recording calls). ) Is stored, a call time table for storing call time, a response data table for storing response data for scenario data, and a test result table for storing results of the test computer 40 are constructed. ing. A so-called person skilled in the art can appropriately change the configuration of the database, and can construct the database using a data model other than the relational database.

  The operator table has attributes of operator ID (primary key), name, gender, address, telephone number, and remarks. The customer information table has attributes of customer ID (primary key), name, gender, address, telephone number, and business classification. The scenario data table has attributes of business category ID, scenario ID, scenario order, business item, business item ID, answer item, and answer item ID (the main key is the business category ID, scenario ID, and scenario order). The audio data table has business ID (primary key) and audio data attributes. The call time table has attributes of business ID (primary key) and call time. The answer data table has attributes of a work ID, a work item ID, a reply item ID, and answer item data (the work ID and the reply item ID serve as a main key). The predicted conversation volume table includes business item ID, answer item ID, and conversation volume. The inspection result table has a business ID attribute. The database table attribute shown here is also an example, and there are also tables that need to be normalized. Here, normalization is not performed for convenience of explanation.

If the structure of the database is changed, the table or database accessed by each means of the operator terminal 10, each means of the postscript inspection computer 40, and each means of the postscript manager terminal 50 is different. Can be changed.
The inspection computer 40 includes a predicted conversation time calculation unit that calculates a conversation time predicted from the answer data for each telephone service, a test unit that performs a telephone service inspection based on the actually measured call time and the predicted call time, Is provided.
The administrator terminal 50 includes a presentation unit that presents on the display 54 a telephone service that requires further inspection as a result of the inspection performed by the inspection computer 40.

  FIG. 4 is an example of scenario data of the telephone service inspection system according to the present embodiment. It is a table having three columns of a question, an answer, and an expected conversation time (a kind of conversation amount, and there is also the number of characters in addition to this time. Anything that indicates the amount of conversation may be used). “1”, “2”, “3”, “4”, “5”, “6”, “7” in the question column is the order in the scenario, and is an example of the scenario order. In the question column, “greeting, name yourself”, “confirming the other party”, “reporting the business (loan borrowing facts)”, “reporting the amount”, “promise of payment date”, “reason for arrears” , “Other consultations” and “Knotting greetings” are examples of business items. Expected responses “□ finished”, “□ person □ family answering machine □ absent”, “□ recognized □ do not know”, “by () month () by”, “for ()”, “□ not □ “Yes ()” and “□ Complete” are examples of answer items. These question column and expected answer column are displayed on the display 14 of the operator terminal 10, and the operator talks with the customer by looking at the scenario order and the business items, and checks the check box for the answer obtained from the customer, or the text. Enter characters in the box. The third column of expected conversation time is an example of the expected conversation time, and this column is not visible to the operator. Here, it is displayed for convenience of explaining that the expected conversation time is determined by the business item and the answer item. However, it can also be displayed on the display 54 of the administrator terminal 50 as in FIG. 4 and used for reference for the administrator's secondary inspection and for changing the setting of the predicted conversation time for operation.

  FIG. 5 is a flowchart of the telephone service of the telephone service inspection system according to this embodiment. The operator selects a customer from the customer list displayed on the display 14 of the operator terminal 10 using the keyboard 15 and the input device of the mouse 16. The customer information means of the operator terminal 10 reads the customer information (name, sex, address, telephone number, business category) of the customer from the database computer 20 based on the information (customer ID) that identifies the selected customer (step 101). ). The customer information means of the operator terminal 10 displays the read customer information on the display 14 (step 111). An outgoing operation is performed on the customer whose operator is displayed using the input device. The transmission means of the operator terminal 10 transmits the telephone number of the selected customer and information (IP address, extension number) specifying the operator terminal to the exchange 30. The exchange 30 performs outgoing call processing from the interface connected to the general line based on the customer outgoing number (step 121). The operator terminal 10 determines whether the customer has received an incoming call (step 122). If the operator terminal 10 does not receive a call and determines that the call operation has been stopped, the process returns to the customer selection. When the customer picks up the handset and determines that the operator terminal 10 has arrived, a call path is established through the exchange 30 and the scenario means of the operator terminal 10 determines the scenario data (scenario) based on the business classification of the customer. ID, scenario order, business item, business item ID, answer item, answer item ID) are read from the database computer 20 (step 131). Here, the scenario data to be read out is based on the business category of the customer, but it may be configured to be selected by an operator's operation. The scenario data (scenario order, business item, answer item) read by the scenario means of the operator terminal 10 is displayed on the display 14 (step 141). At substantially the same time as the step 141, the recording means of the operator terminal 10 records the voice data input from the microphone (step 142). Almost simultaneously with the step 141, the call time measuring means of the operator terminal 10 starts measuring the call time (step 143). Based on the scenario data displayed on the display 14, the operator has a conversation with the customer, and responds using an input device as necessary in each phase constituting the scenario. After the call is finished, the recording means of the operator terminal 10 stops the recording of the voice data (step 151). Almost simultaneously with this step 151, the call time measuring means of the operator terminal 10 stops measuring the call time (step 152). The operator terminal 10 writes voice data (business ID, voice data), call time (business ID, call time) and response data (business ID, business item ID, response item ID, response item data) in the database computer 20 ( Step 161). After this step 161, the process returns to the customer selection, and the operator continues using the operator terminal 10 to continue the telephone service until the business is stopped.

  FIG. 5 shows a telephone service when a call is made from an operator. The telephone service when a call is received from a customer will be described with reference to FIG. When a call is made from the customer's customer telephone 100, a call request is made to the exchange 30, and the exchange 30 reads out and transmits customer information to the one operator terminal 10 that is not in a call based on the incoming call number and Make a call. The received customer information is displayed on the display 14 of the operator terminal 10, and a ringing tone is output to the headphones of the operator's headset. When the operator performs an incoming call operation using the mouse 16, for example, a communication path is established between the customer and the operator via the exchange 30. The subsequent steps are the same as those in steps 131 to 161. Here, the exchange 30 is configured to read and transmit customer information. However, as is apparent to those skilled in the art, a CTI server may be provided, and the CTI server may read and transmit customer information. it can.

  FIG. 6 is a first inspection flowchart of the telephone service inspection system according to the present embodiment. The inspection computer 40 determines whether or not it is the designated time (step 201). Here, it is assumed that a plurality of times can be designated as the designated time. However, the first inspection process can also be started with a request from the administrator terminal 50 as a trigger. The predicted conversation time calculation means of the inspection computer 40 reads the response data (work ID, answer item ID, answer item data) and call time (work ID, call time) newly written since the previous check from the database computer 20 ( Step 211). The predicted conversation time calculation means of the inspection computer 40 reads the predicted conversation amount (conversation amount) corresponding to the scenario data (business item ID, answer item ID) from the database computer 20 (step 221). The predicted conversation time calculation means of the inspection computer 40 calculates the predicted conversation time from the answer data (business ID, answer item ID, answer item data) and the predicted conversation amount (business item ID, answer item ID, conversation amount) (step 231). ). More specifically, when the conversation amount is a predetermined amount, the cumulative amount is added to the expected conversation time, and when the conversation amount is increased or decreased by characters, the conversation amount is multiplied by the number of characters in the answer item data, and the multiplication result is calculated as the expected conversation time. The cumulative result of the cumulative addition for all business items is the expected conversation time to be obtained. The comparison means of the inspection computer 40 compares and determines the predicted conversation time zone centered on the calculated notice conversation time and the actual call time, and determines whether or not the call time is included in the predicted conversation time zone (step 241). ). When the comparison means of the inspection computer 40 determines that the actual call time is included in the predicted conversation time zone, it is determined whether or not there is data to be checked next (step 261). If it is determined that there is no data to be inspected next, the process is terminated. If it is determined that there is data to be inspected next, the process proceeds to step 211. If the comparison means of the inspection computer 40 determines in step 241 that the actual call time is not included in the predicted call time zone, the corresponding data is stored in the inspection result table of the database computer 20 as the inspection result (business ID). Write (step 251). Here, in the processing from step 201 to step 261, data is read from the database computer 20 as needed, but it is also possible to read data to be inspected at a time and write the result result at a time.

  FIG. 7 is a second inspection flowchart of the telephone service inspection system according to the present embodiment. The presentation means of the administrator terminal 50 periodically accesses the database computer 20, and when the inspection result of the inspection computer 40 is updated, the inspection result is read and displayed on the display 54 as a list. When the administrator selects an element in the list by using the input device of the keyboard 55 and mouse 56, the presentation means of the administrator terminal 50 displays the answer data, voice data, and call time of the corresponding telephone service based on the business ID in the database computer 20. (Step 311). Operator data (name, gender, address, telephone number, remark attributes) for which the presenting means of the manager terminal 50 is in charge of the telephone service is read from the database computer 20 (step 321). The presentation means of the manager terminal 50 displays the answer data and the call time on the display 54 (step 331). At substantially the same time as step 331, the audio data is output to the headphones of the headset (step 332). At substantially the same time as step 331, the presentation means of the manager terminal 50 displays the operator data on the display 54 (step 333). If the administrator performs an OK operation using the input device, the telephone service is excluded from the list, and the corresponding data in the examination result database of the database computer 20 is deleted (step 351), and the process returns to step 301. If the administrator performs an operation that is not OK using the input device, the inspection result (business ID) is written in the inspection result database as a result of the secondary inspection (step 341) and the process proceeds to step 351.

  As described above, according to the telephone service inspection system according to the present embodiment, the operator talks with the customer according to the scenario displayed on the display 14 and inputs the answer, thereby answering the voice data of the call content, the call time, and the scenario. Since the data is automatically recorded, the predicted conversation time is calculated from the scenario, the answer data, and the predicted conversation amount, and the actual conversation time is included in the predicted conversation time zone to check whether or not the operator and It is possible to extract only inappropriate telephone operations without burdening the administrator. In addition, since the automatically extracted telephone service is presented on the administrator terminal 50, the administrator can easily determine an inappropriate telephone service.

  In the present embodiment, each means is clearly indicated by the operator terminal 10, the inspection computer 40, and the administrator terminal 50, and the processing of each means has been described, but each means is implemented by the CPU executing a program, The definition of each means is only an example. That is, the scenario means can be divided into two means: a means for displaying a scenario and a means for receiving an answer from the operator.

  In the present embodiment, each means is assigned to the operator terminal 10, the inspection computer 40, and the administrator terminal 50, but this assignment is only an example. For example, call time measuring means and recording means assigned to the operator terminal 10 can be assigned to the inspection computer 40. That is, a person skilled in the art can implement by changing the allocation of each means. Furthermore, a computer other than the operator terminal 10, the inspection computer 40, and the administrator terminal 50 can be further added, and means currently assigned to the operator terminal 10, the inspection computer 40, and the administrator terminal 50 can be assigned to the computer.

(Other embodiments)
[Real-Time Processing] In the first embodiment, the inspection computer 40 performs the first inspection periodically or at the request of the administrator terminal 50. A configuration in which the inspection computer 40 quickly inspects data when necessary data for the first inspection is stored may be employed. By doing so, after the telephone service is completed, the first inspection is performed, and the telephone service that is likely to be inappropriate can be quickly identified.

[Priority processing near the end of work] In the first embodiment, the inspection computer 40 performs the inspection in the order of storage in the database computer 20, but shift data indicating the working hours of the operator is taken into consideration, and the near end of work time is approached. In the case where there is an operator, it is also possible to adopt a configuration in which the first inspection is performed prior to other operators who can afford the work end time for such operator's telephone work. By doing so, it is possible to avoid identifying telephone operations that are likely to be inappropriate in the absence of the operator, and to promptly give guidance and guidance to the operator. In the case of a false act, a false act is strongly prevented by the latest attention. Further, even in the case of an entry mistake or an entry mistake, it remains in the operator's memory and can be dealt with quickly. Furthermore, it is possible to deal with entry mistakes and mistakes in listening to the operator of the party much faster than an operator or administrator who is not a person at that time.
It is also possible to adopt a configuration in which the first inspection is performed in the order of decreasing remaining time by subtracting the current time from the work end time.

  [Determined Order Display] In the first embodiment, the display of the test result presented by the administrator terminal 50 is not described in detail, and for example, telephone work is displayed in time series. It can also be displayed on the display 54 of the administrator terminal 50 in the order of the difference between the conversation time and the call time, and the telephone service that is significantly shorter or longer than the expected conversation time, that is, the possibility of inappropriateness is very high. By making it easier for an administrator to read through high telephone operations, the administrator can deal with telephone operations that are likely to be inappropriate with priority.

  [Calculation and Comparison for Each Business Item] In the first embodiment, the predicted conversation time is calculated and compared for one telephone business as a whole, but the call time is also measured for each business item. The predicted conversation time can be compared with the call time for each business item to identify an inappropriate telephone service. As a method of measuring the call time for each business item, the method of dividing the call time of the business item when the response for each business item is made, and all the business items are currently shown on one screen. Each dialog is displayed in a dialog format, and in order to proceed to the next business item, the operator must explicitly move to the next business item, and the call time of the business item is divided at the timing of such operation. be able to. As a method of determining inappropriate telephone work in the calculation and comparison for each business item, if the number of business items not included in the predicted conversation time zone of the business item exceeds the threshold, it is considered as inappropriate telephone work. And when the difference between the predicted conversation time of the business item and the call time of the business item exceeds the threshold when it is not included in the predicted conversation time zone of the business item, it may be regarded as inappropriate telephone business it can.

  [Conversation Character Conversion] In the first embodiment, an inappropriate telephone service is determined by comparing the expected conversation time with the call time. However, the voice data is converted into characters by voice recognition and the number of characters is counted. , Calculate the expected number of characters from the predicted conversation volume data (number of characters) for each business item corresponding to the scenario data and the response data, compare the actual number of characters with the expected number of characters, and if the difference exceeds the threshold, It can be configured to be an appropriate telephone service.

  Although the present invention has been described with the above embodiments, the technical scope of the present invention is not limited to the scope described in the embodiments, and various modifications or improvements can be added to these embodiments. . And embodiment which added such a change or improvement is also contained in the technical scope of the present invention. This is apparent from the claims and the means for solving the problems.

[Appendix] The following appendices are further disclosed with respect to the embodiment.
(Appendix 1) A telephone service inspection system having an operator terminal used by an operator who performs a telephone service, and an administrator terminal used by an administrator who manages the execution status of the telephone service of the operator,
Scenario data storage means for storing scenario data having a business item constituting a telephone service, an answer to the business item, and a conversation amount predicted for each business item;
A call volume measuring means for measuring a call volume from a call start to a call end with a customer;
An answer receiving means for receiving an answer input for each business item corresponding to the scenario data;
Total predicted conversation volume acquisition means for acquiring the total predicted conversation volume for each telephone service from the predicted conversation volume data for each business item corresponding to the scenario data, and the response data that is the received response;
A telephone service inspection system comprising a comparison means for comparing the total predicted conversation volume and the measured call volume for each telephone service.

(Supplementary note 2) Call content recording means for recording the content of a call between a customer and an operator;
The telephone service inspection according to claim 1, further comprising: means for outputting answer data relating to a telephone service during a call time exceeding a permissible range of the predicted total conversation amount as a result of the comparison by the comparison unit and a recorded call content. system.

(Supplementary Note 3) Means for storing characteristic data according to the business performance of the operator;
The telephone work inspection system according to Appendix 1, wherein the total predicted conversation amount acquisition unit corrects the total predicted conversation amount according to the characteristic data of each operator.

(Additional remark 4) It further has the operator shift data storage means which memorize | stores the operator shift data which has the information which identifies each operator, and the said operator's working end time,
The telephone service according to Supplementary Note 1, wherein the predicted conversation time calculation means and the comparison means are executed with priority over the telephone work of other operators with respect to the telephone work of an operator whose work end time is within a threshold compared to the current time. Inspection system.

    (Supplementary note 5) Call time from the start of the call between the operator and the customer to the end of the call, voice data of the content of the call between the customer and the operator, the business items constituting the telephone business, the order of the business items, the business Answer data input by the operator for scenario data consisting of answers to items is recorded from the storage means recorded for each telephone service to the predicted conversation amount data set in advance corresponding to the scenario data and the storage means. The predicted conversation time calculation procedure for calculating the predicted conversation time for each telephone service from the response data, and the comparison procedure for comparing the predicted conversation time zone including the predicted conversation time and the call time recorded in the storage means for each telephone service Telephone work inspection program to run.

    (Supplementary note 6) Means for displaying scenario data including business items constituting telephone business, order of the business items, and answers to the business items on the operator's display during the call, and means for recording the contents of the call between the customer and the operator Means for receiving answers input to the scenario data displayed by the operator, means for converting the recorded call to characters and counting the number of characters, and predicted conversation volume data for each business item corresponding to the scenario data The predicted conversation volume calculation means that calculates the predicted conversation volume for each telephone service from the response data that is the received answer, and the comparison that compares the predicted conversation volume band that includes the predicted conversation volume and the total number of characters counted for each telephone service Telephone service inspection system comprising means.

(Appendix 7) The call volume measuring means measures a call time from a call start to a call end with a customer,
The total predicted conversation amount acquisition means acquires the total predicted conversation time for each telephone service from the predicted conversation amount data for each business item corresponding to the scenario data and the response data that is the received response.
2. The telephone service inspection system according to claim 1, wherein the comparison unit compares the total predicted conversation time and the measured call time for each telephone service.

(Appendix 8) The characteristic data corresponding to the operator's ability to perform business has tone data for specifying the utterance speed of the operator,
8. The telephone service inspection system according to claim 7, wherein the total predicted conversation amount acquisition unit corrects the total predicted conversation amount according to the utterance speed of the operator included in the characteristic data.

(Supplementary note 9) The scenario data storage means stores the scenario data further having a sequence of business items constituting the telephone business,
Display means for displaying the scenario data on the operator terminal according to the order of the business items;
2. The telephone service inspection system according to claim 1, wherein the answer receiving unit receives an input of the answer for each business item corresponding to the scenario data displayed by the display unit.

(Supplementary Note 10) Scenario data storage means for storing scenario data having a business item constituting a telephone service, a reply to the business item, and a conversation amount predicted for each business item,
A call volume measuring means for measuring a call volume from a call start to a call end with a customer;
An answer receiving means for receiving an answer input for each business item corresponding to the scenario data;
A predicted total conversation amount acquisition means for acquiring a predicted total conversation amount for each telephone service from the predicted conversation amount data for each business item corresponding to the scenario data and the response data that is the received response;
A telephone service inspection program that functions as a comparison means for comparing the total predicted conversation volume and the measured call volume for each telephone service.

[Supplementary explanation of the appended invention]
In the invention of the above supplementary note 1, the call volume is measured by the call volume measuring unit, and the total predicted conversation volume is calculated for each telephone service from the answer data obtained by receiving the answer by the answer receiving unit and the predicted conversation volume data. Since the volume acquisition means acquires and the comparison means compares the total predicted conversation volume and the call volume, it is possible to identify a telephone service that is likely to be an inappropriate telephone service as a result of the comparison. The call volume corresponds to, for example, a call time. The conversation amount corresponds to, for example, the conversation time and the number of characters obtained by converting and counting the conversation contents.

In the invention of the above supplementary note 2, after the comparison means compares, the answer data of the telephone service that satisfies the predetermined condition and the content of the call are output, so that the telephone service that is automatically determined to be inappropriate is output It can be easily inspected first.
In the invention of the above supplementary note 3, since the total predicted conversation amount is corrected based on the characteristic data of the operator in charge of the total predicted conversation amount acquisition means, it is possible to obtain a more accurate total predicted conversation amount for each operator. Appropriate telephone service can be identified appropriately.
In the invention of the above supplementary note 4, since the operator's telephone service whose work end time is approaching is preferentially processed, the operator's inappropriate telephone service is identified during working hours, and on the business day of the day Can deal with.

The invention of Appendix 5 has already been explained with means for solving the problems.
In the above invention of appendix 6, the inspection object is not the time but the number of characters. For example, in the silent state, the number of characters is not counted, an accurate determination can be made for each business item, and generally inappropriate telephone business can be accurately identified.
The invention of the above supplementary note 7 is the embodiment of the supplementary note 1 in terms of the conversation volume and the call volume.
The invention of appendix 8 is the embodiment of appendix 1 regarding the characteristic data.
The invention of the above supplementary note 9 is the embodiment of the invention of the supplementary note 1 regarding scenario data.
The invention of the above supplementary note 10 specifies the invention specified by the supplementary note 1 as a program.

1 is an overall system configuration diagram of a telephone service inspection system according to a first embodiment of the present invention. It is a hardware block diagram of the component of the telephone service inspection system which concerns on the 1st Embodiment of this invention. It is a block block diagram of the telephone service inspection system which concerns on the 1st Embodiment of this invention. It is an example of the scenario data of the telephone service inspection system which concerns on the 1st Embodiment of this invention. It is a flowchart of the telephone service of the telephone service inspection system which concerns on the 1st Embodiment of this invention. It is a 1st test | inspection flowchart of the telephone service test | inspection system which concerns on the 1st Embodiment of this invention. It is a 2nd inspection flowchart of the telephone service inspection system which concerns on the 1st Embodiment of this invention.

Explanation of symbols

10 Operator terminal 11 CPU
12 DRAM
13 HD
14 Display 15 Keyboard 16 Mouse 17 LAN card 18 CD-ROM drive 20 Database computer 21 CPU
22 DRAM
23 HD
24 Display 25 Keyboard 26 Mouse 27 LAN card 28 CD-ROM drive 30 Exchange machine 40 Inspection computer 41 CPU
42 DRAM
43 HD
44 Display 45 Keyboard 46 Mouse 47 LAN card 48 CD-ROM drive 50 Administrator terminal 51 CPU
52 DRAM
53 HD
54 Display 55 Keyboard 56 Mouse 57 LAN Card 58 CD-ROM Drive 100 Customer Telephone

Claims (5)

A telephone service inspection system having an operator terminal used by an operator performing a telephone service and an administrator terminal used by an administrator who manages the execution status of the operator's telephone service,
Scenario data storage means for storing scenario data having a business item constituting a telephone service, an answer to the business item, and a conversation amount predicted for each business item;
A call volume measuring means for measuring a call volume from a call start to a call end with a customer;
An answer receiving means for receiving an answer input for each business item corresponding to the scenario data;
A predicted total conversation amount acquisition means for acquiring a predicted total conversation amount for each telephone service from the predicted conversation amount data for each business item corresponding to the scenario data and the response data that is the received response;
A telephone service inspection system comprising a comparison means for comparing the total predicted conversation volume and the measured call volume for each telephone service. Call content recording means for recording the content of a call between a customer and an operator;
The telephone service inspection according to claim 1, further comprising: means for outputting answer data relating to a telephone service during a call time exceeding an allowable range of the predicted total conversation amount as a result of the comparison by the comparison unit, and a recorded call content. system. Means for storing characteristic data according to the business performance of the operator;
The telephone service inspection system according to claim 1, wherein the total predicted conversation amount acquisition unit corrects the total predicted conversation amount according to the characteristic data of the operator. Further comprising operator shift data storage means for storing operator shift data having information for identifying each operator and the working end time of the operator,
The total predicted conversation amount acquisition unit and the comparison unit are executed with priority over the telephone service of other operators with respect to the telephone service of an operator whose work end time is within a threshold compared to the current time. Telephone service inspection system. Scenario data storage means for storing scenario data having a computer, a business item constituting a telephone service, an answer to the business item, and a conversation amount predicted for each business item;
A call volume measuring means for measuring a call volume from a call start to a call end with a customer;
An answer receiving means for receiving an answer input for each business item corresponding to the scenario data;
A predicted total conversation amount acquisition means for acquiring a predicted total conversation amount for each telephone service from the predicted conversation amount data for each business item corresponding to the scenario data and the response data that is the received response;
A telephone service inspection program that functions as a comparison means for comparing the total predicted conversation volume and the measured call volume for each telephone service.

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