JP2007094998A - System for distributing telephony work and its program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system for supporting telephony works, which effectively facilitates the telephony works for expediting a charge payment by suppressing a work for expediting a customer without any chance for payment as well as a work for not expediting a customer with a good chance for the payment. <P>SOLUTION: A debtor characteristic determinant factor is determined based on a contracted date, a promised data and a payment date; the determinant factor is added to an aggregated debtor characteristic determinant factor, which is a group for the previous debtor characteristic determinant factors being accumulated; a customer type who most fits a debtor characteristic is selected based on the aggregated debtor characteristic determinant factor being added; an operator can perform the telephony work, which fits the customer type, in accordance with an output having a priority for the expediting telephony works; and the work for expediting can be executed effectively. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a telephone service distribution system that distributes telephone work so that an operator can efficiently perform the work.

  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 now possible to call directly from customers and make calls with customers. Using this CTI technology, the operator operates the operator terminal while talking to the customer via the operator terminal, inputs the contents of the telephone service as needed while referring to the customer information, and stores the customer information. It was possible to renew, realizing an efficient operation of the operator.

  The call center where the CTI system has been built is also in charge of payment reminders. Payment prompting is generally done by mailing a payment reminder notice to a customer who has not paid, or by a call center operator calling the customer to prompt payment. The subject of the payment reminder is a customer who has been late in payment, but the difficulty of the payment reminder varies depending on the characteristics of the receivable. Therefore, it is unlikely that the dunning will be successful even if an operator with a low operator history starts a difficult case, and it is necessary to assign an operator who has experience according to the difficulty of the payment dunning work for each case of the payment dunning work. It was.

  In response to this requirement, a business assignment management system disclosed in Japanese Patent Application Laid-Open No. 2003-122921 is disclosed. This business allocation management system provides information on the business history of an operator who is in charge of a business in charge of an arrears customer database that organizes information on the contents of receivables into a delinquent customer list for a customer who is a debtor. An operator database that is organized into an operator list in correspondence with each other, an operator associated with the customer of the claim content by quantitatively determining the credit contents on the arrears customer list and the business history on the operator list by type A call list database that extracts the customer list from the operator list and organizes the customer into a call list corresponding to the operator, and a communication management server that allows the operator on the call list to communicate with the operator via a communication line It is the structure which has.

According to this business assignment management system, it is possible for a call center manager to automatically assign an operator to a payment prompting work in a short time without having to assign an operator according to the difficulty of the payment reminding work.
JP 2003-122921 A

  As described above, the business assignment management system is configured as described above, and it is possible to assign an operator according to the difficulty of the payment prompting work quickly and without human intervention. Certainly, there is an operator who performs a payment prompting task that is difficult depending on the career of the operator. However, even if it is an excellent operator, it is inefficient to perform a payment prompting operation for a customer who is not willing to pay. If it is a dunning work, a competent operator will be assigned to some extent, and there is a problem that sufficient work efficiency cannot be obtained as a whole. On the other hand, it is said that paying a payment prompt to customers who normally make payments on time due to only this payment being delayed is a wasteful amount of payment prompting work. Has a problem.

  Also, in the current business assignment management system, a dunning work is assigned to an operator according to the characteristics of the receivable, and the operator carries out the dunning work assigned, and there is a history of dunning work for the same debtor in the past. In spite of this, without making full use of the information, for example, it was sent in the morning when it was absent last time, but it was not sent in the afternoon when it was at home last time, so the dunning work was greatly reduced. It has the problem of efficiency.

  The present invention has been made to solve the above-described problems, and suppresses the implementation of a payment prompting service for a customer who is not expected to pay, and a payment prompting service for a customer who pays without prompting, and more efficient payment prompting. A first object is to provide a telephone service support system that promotes business. In addition, a call is made from the history of the debtor during the time when the debtor is at home, while on the other hand, the telephone is sent avoiding the time when the debtor is away from home, and further promotes efficient payment prompting services. A second object is to provide a business support system.

  (1) A telephone business distribution system according to the present invention is a telephone business distribution system that includes customer information storage means for recording customer information related to a business and distributes a dunning telephone business based on the customer information. A means for determining one obligor characteristic factor element from a plurality of obligor characteristic factor elements based on information related to payment operations and information related to telephone operations, and obligor characteristic factor elements of the target operation A means for updating the accumulated debtor characteristic factor element by adding the accumulated debtor characteristic factor element to the accumulated debtor characteristic factor element, a debtor characteristic storage means for recording the updated cumulative debtor characteristic factor element, and processing Based on the cumulative obligor characteristic factor element of the target customer, there is a means to determine the customer from one customer type to one customer type and distribute the dunning telephone service based on the customer type Is shall.

  (2) The telephone service distribution system according to the present invention classifies the call time with the customer related to the target telephone service into the corresponding home time zone from each time zone divided into a plurality of time zones as necessary. And the total number of times of classification for the corresponding home time zone in the total home time zone in which the home time zone classification of the telephone business before the target phone business is accumulated from the classified home time zone related to the target telephone business. Based on the means for updating the number of classifications of the home time zone, the home time zone storage means for recording the updated number of classifications of the cumulative home time zone, and the total home time based on the number of classifications of the cumulative home time zone of the customer to be processed. The telephone service is assigned to the time zone with the highest number of classifications.

  (3) The telephone service distribution system according to the present invention is divided into a plurality of time zones in which the time when a call was made to a customer involved in the target telephone business but the call could not be made is divided into a plurality of time zones as necessary. From the means to classify the corresponding home away time zone and the classified home away time zone for the target telephone business, the cumulative home away time zone is the sum of the categories of the home away time zone of the telephone service prior to the target telephone business. A means for updating the number of times of classification of the accumulated homeless time zone by adding to the number of times of classification of the corresponding homeless time zone, a time of home time zone storing means for recording the number of times of classification of the updated cumulative timeless home time zone, and a processing target The telephone service is not distributed to the time zone with the highest number of classifications among all the home away time zones based on the number of times of the cumulative home away time zone of the customer.

  (4) The telephone business distribution system according to the present invention is not required for the cumulative obligor characteristic factor element before the predetermined period among the accumulated obligor characteristic factor elements of the business before the target business, as required. It adds the obligor characteristic factor elements of the target business.

(5) A telephone service distribution program according to the present invention is a telephone service distribution program for distributing a dunning telephone service based on customer information to a computer including customer information storage means for recording customer information related to the business. , A means for determining one obligor characteristic factor element from a plurality of obligor characteristic factor elements based on information related to the target payment business and telephone service information, and the obligor characteristic factor element of the target business A means to update the cumulative debtor characteristic factor element by adding the accumulated debtor characteristic factor element of the previous business to the accumulated debtor characteristic factor element, and a debtor characteristic memory for recording the updated cumulative debtor characteristic factor element Based on the means and the cumulative obligor characteristic factor element of the customer to be processed, the customer is determined to be one customer type from a plurality of customer types, and the dunning telephone business based on the customer type This is to make a computer function as a means of distributing duties.
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 embodiment. Also, the same reference numerals are given to the same elements throughout the embodiment.
In the embodiment, the system will be mainly described. However, as is apparent to those skilled in the art, the present invention can also be implemented as a program and a 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.

[1. Summary of the Invention]
As described above, in the conventional system, the telephone service is distributed according to the characteristics of the debt held by the delinquent debtor (the delinquent product, the credit from the creditor side). Specifically, they were distributed according to subjects, products, and regions.

In such a conventional dunning work, the present inventor has been able to obtain the following knowledge from his work experience and earnest efforts.
・ Since it is distributed according to the characteristics of debts (receivables) and urged over the phone, inefficiency due to urging even the debtor who pays without urging. As a reminder is required, the reminder is not necessary due to the inefficiency and less necessity of the reminder that the debtor who has no prospect of paying is requested. As a result, the dunning work for paying debtors will be delayed, and as a result, the success rate will not be successful.The success rate will be reduced. Inefficiency due to random transmission Based on this knowledge, the inventor automatically classifies debtors by customer type based on payment service information and dunning phone service information. We found a solution to combine hit prediction type project allocation in combination with home / absence home time zone analysis results.

Specifically, the customer types are classified into “obligors who pay without saying”, “obligors who do not pay even if they say” and “obligors who pay if they say” based on the first to third knowledge. Then, the “best debtor who pays without saying” is urged later, and the “best debtor who does not pay even if said” is not subjected to a telephone call by telephone, but a second-best measure such as a dunning visit or dunning interview In order to encourage the “debt payer” to be given priority, the phone call service was assigned.
Also, for the fourth knowledge, automatic analysis of the obligor's home / out-of-home time zone and prioritization of the home-time zone, and dispatching the telephone service to prompt the non-home-time zone later. It was decided.

  FIG. 1 is a schematic explanatory diagram of a telephone service distribution system according to an embodiment of the present invention. When the operator performs a dunning service using the operator terminal 10, information on the dunning telephone service is accumulated. Based on the information related to the payment business and the accumulated information, automatic analysis of the obligor characteristics and automatic analysis of the home time zone / non-home time zone are performed in advance. Based on this analysis result, the project is sorted according to the debtor characteristics. Further, the project is sorted according to the home time zone / non-home time zone. In the present embodiment, the case allocation based on the obligor characteristics is performed and the case allocation based on the at-home time zone / non-at-home time zone is performed. However, the reverse order may be realized.

  FIG. 2 is a specific explanatory diagram of distribution by the obligor characteristics of the telephone service distribution system according to the embodiment of the present invention. In the present embodiment, the characteristic factor a of “obligor who pays without saying” is assigned to the customer who pays normally on the trade date, and the characteristic factor c of “obligor who does not pay even if said” is passed after the trade date. Assign to the customer who does not pay even if the promised date is attached by dunning. The characteristic factor b of “obligor to pay” is assigned to the customer who pays even if the promised date is attached by telephone reminder. Or, the characteristic factor d of “I don't know (early stage) obligor” is assigned to the obligor not corresponding to each obligor (excluding customers before the contract date).

  As shown in FIG. 2 (2), a characteristic factor is assigned to each payment business of each customer. Then, the composition ratio of characteristic factors is calculated as a ratio for each customer. Here, the payment business is generally a business that occurs at a financial institution every month, and in the present embodiment, it is described that information on this payment business is taken into the telephone business distribution system. The call center performs a dunning telephone service for a payment service for which a regular date has passed among the payment operations of each customer. If the payment is not made even after the dunning call service, the operation shifts to a dunning visit service and dunning interview service.

  FIG. 3 and FIG. 4 are specific explanatory diagrams of the distribution according to the time zone of the telephone service distribution system according to the embodiment of the present invention. The description will be made on the assumption that there is a customer type B telephone service list distributed by obligor characteristics to a group of call center operators. Records in the telephone service list are sequentially read from the top, the home time zone table is referred to for the customers of the read records, and distribution to the operators is determined with reference to the non-home time zone table as necessary.

  More specifically, the record is first read (1), and the home time zone table is referenced for the read customer (Fujitsu Ichiro) (2). It is determined whether or not the current time zone is 60% of Ichiro Fujitsu's at-home time zone (3). In this case, it is over 60% and the probability of hitting is high and the call is distributed to the auto call. (4).

As another example, I will explain Mr. Jujiro Fuji. The next record is read (5), and the home time zone table is referred to for the read customer (Mr. Jiro Fuji) (6). It is judged whether or not the current time zone is Mr. Fujiro's home time zone 60 [%] (7). In this case, it is less than 60 [%], and since it is less likely to hit, it is a time zone away from home. (8). Therefore, the home away time zone table is also referred to for Mr. Jiro Fuji (9). It is determined whether or not the current time zone is 60% or more of Fuji Jiro's home away time zone (10). Since establishment of non-home is 60% or more and the probability of not hitting is high, the call is not distributed to the auto call and is postponed (11).
The table at the bottom of FIG. 4 is implemented in the flowchart of FIG. 11 described in [6.4 Sorting Operation by Time Zone Information].

[2. System configuration]
FIG. 5 is an overall system configuration diagram of the telephone service distribution system according to the present embodiment. As shown in FIG. 5, the telephone service distribution system according to the present embodiment includes an operator terminal 10, a database computer 20, an exchange 30, a distribution 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 distribution 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. Further, the operator terminal 10 may be connected directly to a general subscriber line via a modem without going through the exchange 30. Furthermore, the database computer 20 and the sorting computer 40 can be carried by a single computer.

[3. Hardware configuration diagram of system components]
FIG. 6 is a hardware configuration diagram of components of the telephone service distribution system 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 mount 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. 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.

[4. Database table structure]
An example of the table configuration of the database used in this embodiment will be described. However, the table configuration here is only an example, and a so-called person skilled in the art belonging to the technical field of the present invention can implement the table configuration as appropriate. It goes without saying that the design change includes a change in table configuration by normalization and denormalization.

  FIG. 7 is a block diagram of the telephone service distribution system according to this embodiment. In the database, a customer basic information table, a telephone business table, a telephone business detail table, a visit business table, a visit business detail table, a debtor characteristic table, and a home / absence home time zone table are constructed.

  The customer basic information table has attributes such as ID, name, address, and age. The payment table includes attributes such as ID, item number, product ID, number of delinquency, about fixed date, promised date, payment flag, and payment date. The telephone service table includes attributes such as a case number and a telephone service ID. The telephone service detail table includes attributes such as a telephone service ID, time, home flag, absence flag, and contents. The visit work table includes attributes such as a case number and a visit work ID. The visit work detail table includes attributes such as a visit work ID, a time, a home flag, an absent flag, and contents. The obligor characteristic table includes attributes such as ID, characteristic factor a, characteristic factor b, characteristic factor c, characteristic factor d, characteristic identification ID (eg characteristic A, characteristic B, characteristic C, characteristic D). The home / absence home time zone table includes attributes such as ID, morning home, afternoon home, night home, morning home, afternoon home, night home.

Here, the characteristic factor a, the characteristic factor b, the characteristic factor c, and the characteristic factor d are obligor characteristic factor elements. The accumulated debtor characteristic factor elements are the accumulated characteristic factor a, characteristic factor b, characteristic factor c, and characteristic factor d. The debtor characteristic table is a debtor characteristic storage means.
In this embodiment, the customer type is “obligor who pays for speaking”, “obligor who pays without saying”, “obligor who does not pay even if it says”, “obligor who pays or does not know depending on negotiation (initial stage)” It is. Characteristic A, characteristic B, characteristic C, and characteristic D, respectively.

[5. Block component]
The functional arrangement in each computer realized in this embodiment will be described. However, here, the functional arrangement is an example, and a so-called person skilled in the art belonging to the technical field of the present invention can implement the functional arrangement by appropriately changing the design. That is, it is within the scope of the design change to realize the function realized by a certain computer by using another computer and perform the same operation as the entire system.

  The operator terminal 10 is provided with a function of capturing necessary information from the database computer 20 and displaying it on the display 14 by the operator operating the interface displayed on the display 14. Yes. In addition to the operation of the operator, a function of fetching information necessary for displaying the customer information on the display 14 from the database computer 20 and displaying it on the display 14 by an incoming call from the customer is also realized.

  The operator terminal 10 has a function of inputting and selecting information via an interface displayed on the display 14 and providing the database computer 20 with the input information and the selected information. The database computer 20 has a built-in database and realizes a general database function.

  The telephone business distribution computer 40 implements an obligor characteristic automatic analysis means that is a function of taking in information of each customer from the database computer 20, generating obligor characteristic information from the information, and providing it to the database computer 20. Yes. The information captured here is, in particular, about a regular date, a promised date, a payment flag, a payment date, the number of calls (calculated by counting the same telephone service ID), and the like. The obligor characteristic information (cumulative obligor characteristic factor element) includes characteristic factor a, characteristic factor b, characteristic factor c, characteristic factor d, and the like.

  The telephone business distribution computer 40 takes in the information of each customer from the database computer 20, generates at-home / out-of-home time zone information from these information, and provides the home / out-of-home automatic analysis means which is a function to provide to the database computer 20. Is realized. The information captured here includes, in particular, the time, the home flag, the absence flag, and the like. The home / absence home time zone information (cumulative home time zone / cumulative home away time zone) includes morning home, afternoon home, night home, morning home, afternoon home, night home and the like.

  The telephone work distribution computer 40 realizes a distribution means that is a function of taking in information of each customer from the database computer 20 and outputting the telephone work to the operator terminal 10 based on this information. As an output timing, an operator's operation of the operator terminal 10 can be used as a trigger. Specifically, the distribution means is configured to output the telephone service to be distributed to the operator terminal 10 as well as the configuration to classify the telephone service to be distributed according to the customer type, and classify the telephone service to the operator terminal 10. It is possible to adopt a configuration in which at least a sequence number arranged in the order of the customer type is assigned to the telephone service to be distributed.

[6. Operation]
The operation of forming the obligor characteristic information, the distributing operation by the obligor characteristic information, the forming operation of the time zone information, and the distributing operation by the time zone information will be described based on FIGS. 8, 9, 10, and 11, respectively. . Here, as described above, the obligor characteristic information forming operation and the time zone information forming operation are periodically updated from the financial institution when the operator operates the operator terminal 10 to store the information. Can be done at the timing. The sort operation based on the obligor characteristic information is performed using the information accumulated at the timing when the sort is required.For example, it is carried out before the start of the work, or the next day when the work is completed. Sorting can also be performed. The sorting operation based on the time zone information is preferably performed in each time zone. Furthermore, it is possible to adopt a configuration in which only a necessary amount is distributed according to the operation of the operator terminal 10 by the operator. However, the sorting operation based on the time zone information can also be performed at the timing of the sorting operation based on the obligor characteristic information.

  The debtor characteristic automatic analysis means, the home / absence home automatic analysis means, and the distribution means perform their respective functions. On the computer, the processor reads the program and operates according to the instructions. To do.

[6.1 Operation of forming obligor characteristic information]
FIG. 8 is a flowchart for forming the debtor characteristics of the telephone service distribution system according to this embodiment. The following processing is performed for each customer. The processor 41 determines whether or not payment has been made within about a regular day (step 111). If it is determined that payment has been made, the processor 41 increments the characteristic factor a by 1 (step 112), and the process ends. The current telephone business of the customer who is the processing target at the time when the characteristic factor is updated is out of the processing target for the operation of forming the obligor characteristic information. If it is determined that the payment has not been made, the processor 41 determines whether or not the payment has been completed after about a fixed period of time, or whether or not a predetermined period has passed since the fixed period of time (step 121). If it is determined that the payment has been made after the elapse of the regular period, or that the predetermined period has elapsed, the processor 41 determines whether there is a promised date (step 131). If it is determined that there is a commitment date, the processor 41 determines whether payment is made within the promise date (step 132). If it is determined that payment has been made within the promised due date, the processor 41 increments the characteristic factor b by 1 (step 133), and the process ends. If it is determined that there is no payment within the promised date, the processor 41 increments the characteristic factor c by 1 (step 134), and the process ends. If it is determined in step 131 that there is no promised date, the processor 41 determines whether the number of telephone calls is n or more (step 141). If it is determined that there are n times or more, the processor 41 increments the characteristic factor c by 1 (step 142). If it is determined that there are not more than n times, the processor 41 increments the characteristic factor d by 1 (step 143).

[6.2 Sorting by obligor characteristic information]
FIG. 9 is a flow chart of distribution by customer type of the telephone service distribution system according to the present embodiment. The processor 41 determines whether or not the characteristic factor a of the customer is N [%] or more (step 211). If it is determined that the characteristic factor a is equal to or more than N, it determines the characteristic A (step 212). move on. If not, the processor 41 determines whether or not the characteristic factor b is N [%] or more (step 221). 222), the process proceeds to step 241. If it is determined that it is not above, the processor 41 determines whether or not the characteristic factor c is N [%] or more (step 231). 232), the process proceeds to step 241. If it is determined that the above is not true, the characteristic D is determined (step 233), and the process proceeds to step 241.

In step 241, it is determined whether or not the processor 41 is the last debtor (step 241). If it is not the last, the process returns to step 211 for the information of the next debtor. If it is determined in step 241 that it is the last obligor, those who have not reached the regular date and those who have a promised date and are not on the promised date are excluded from the assignment (step 251). More preferably, this process can also be performed before step 211, and it can be set as the structure which calculates | requires only the customer of distribution object.
The processor 41 sorts based on the customer type (step 261). Specifically, priority is output to the operator terminal 10 in the order of customer types B, D, A, and C, or a dunning telephone service list in this order is generated.

[6.3 Time zone information formation operation]
FIG. 10 is a flowchart for forming time zone information in the telephone service distribution system according to this embodiment. The following processing is performed for each customer. It is determined whether or not the processor 41 is at home (step 311). If it is determined that the processor 41 is at home, it is determined whether or not the processor 41 is in the morning (step 321). When it is determined that it is in the morning, the morning stay is incremented by 1 (step 322), and the process ends. If it is determined in step 321 that it is not morning, the processor 41 determines whether it is afternoon (step 331). If it is determined that it is afternoon, the processor 41 increments the staying in the afternoon by 1 (step 332) and ends. If it is determined in step 331 that it is not afternoon, the processor 41 determines whether it is night (step 341). If it is determined that it is nighttime, the processor 41 increments staying at home by 1 (step 342). If it is determined in step 341 that it is not nighttime, the process ends.

  If it is determined in step 311 that the user is not at home, the processor 41 determines whether it is morning (step 351). If it is determined that it is morning, the processor 41 increments the morning away home by 1 (step 352). If it is determined that it is not morning, the processor 41 determines whether it is afternoon (step 361). If it is determined that it is afternoon, the processor 41 increments the absence in the afternoon by 1 (step 362). If it is determined that it is not in the afternoon, the processor 41 determines whether or not it is night (step 371). If it is determined that it is nighttime, the processor 41 increments the night away home by one. If it is determined that it is not nighttime, the process ends.

[6.4 Sorting operation based on time zone information]
FIG. 11 is a flowchart showing the distribution according to the time zone of the telephone service distribution system according to the present embodiment. This is performed for the telephone service distributed in [6.2 Sorting operation based on obligor characteristic information]. It is determined whether there is at-home time zone information for a customer with processor 41 (step 411). When it is determined that there is, the processor 41 determines whether or not the home time zone of the current time zone is equal to or greater than M [%]. If it is determined as above, the processor 41 sets the current telephone service as a distribution target (step 422) and ends. If not, the processor 41 determines whether there is out-of-home time zone information (step 431). If it is determined that there is no out-of-home time zone information, the process ends as a distribution target (step 432, see FIG. 4 for ★). If it is determined that there is unattended time zone information, the processor 41 determines whether the unattended time zone in the current time zone is N [%] or more (step 441). If it is determined that the value is equal to or greater than N [%], the processor 41 is excluded from being assigned (step 442). If it is determined that it is not equal to or greater than N [%], the processor 41 makes a distribution target (step 443, see FIG. 4 for *).

  If it is determined in step 411 that there is no home time zone information, the processor 41 determines whether there is home time zone information (step 451). If it is determined that there is not, the processor 41 is set as a distribution target (step 452; see FIG. 4 for *) and the processing ends. If it is determined that there is, the processor 41 determines that the non-at-home time zone in the current time zone is N [%] or more, and the processing is terminated (step 462). If it is determined that it is not equal to or greater than N [%], the processor 41 is excluded from the allocation target (step 463. For ☆, see FIG. 4), the process ends.

[7. Effects of this embodiment]
As described above, according to the telephone business distribution system according to the present embodiment, the characteristic factors are obtained from the normal business information, the accumulated debtor characteristics from the past to the present are derived, and the customer types are classified into the customer types. Distribution is performed, and the home time zone / absence home time zone is similarly obtained from the normal business information for the assigned customer type, and the telephone service is distributed to the operator terminal 10 based on the home / absence home time zone. Therefore, it is possible to preferentially perform reminding work for customers who are meaningful to perform telephone work, and to preferentially perform reminding work during times when the customer is likely to be at home. Efficient dunning work can be realized.

[8. Other examples]
[8.1 Group] In the present embodiment, the operator terminal 10 is only vaguely defined as a distribution target. However, there are cases where operators are grouped to perform a reminder operation. In this case, each group can be assigned to each group for each customer type, and customer types can be assigned equally to all groups.

[8.2 Sorting by Customer Attributes and Loan Status] In the present embodiment, the telephone service is sorted based on the customer type and the home / at-home time zone. You can also. First, an example is a configuration in which conventional sorting is performed and sorting according to the present invention is performed. That is, in advance, sort by subject (contract date) and product group (by guarantee company, product type, etc.). In addition, it is possible to sort by the categories of telephone prohibition / permission, initial reminder (initial delinquent) / mid-term reminder (appropriate advocate), and the number of delinquency.

[8.3 Sorting by Call Result] In addition to the above [8.2 Sorting by Customer Attributes and Bond Status], it is also possible to sort by today's uncall destination, absentee, and re-call reservation destination. It is also possible to sort by negotiation category (no call, past absence, past negotiation). You can also sort by setting the call grace period. For example, an uncall destination calls from three days after the contract date. The second negotiation will be called 7 days after the first negotiation. Therefore, it is excluded from the period allocation target.

[8.4 Determination of Customer Type for Each Debt of the Same Customer] In the present embodiment, the customer type is determined collectively even when the customer has a plurality of debts. By determining the customer type, it is possible to carry out a detailed reminder.

[8.5 Prioritizing the Most Recent Cumulative Period] In the present embodiment, the customer type is determined based on the obligor characteristic factor element reflecting all the cumulative periods, regardless of the cumulative period, and all Based on the number of times of classification in the time zone in which the cumulative period of time is reflected, the time zone with the largest number of times of classification is determined and the past situation is well understood, but there is a possibility that it does not match the current situation. Therefore, by setting a predetermined period of 6 months and 1 year, and processing without counting the obligor characteristic factor elements accumulated in the previous period and the number of times of time zone classification, telephone calls in accordance with the current obligor situation Can do business.

[8.6 Debtor Characteristic Factors] In the present embodiment, the characteristic factor a is a customer who pays normally on the contract date, but it is not paid by the contract date, but it is paid without going through one telephone service. The customer can also be included in the characteristic factor a.

[8.7 Customer Type] In the present embodiment, the customer types are classified as A, B, C, and D. However, as shown in FIG. For example, in the case of the customer type B, the debtor whose ratio of the debtor characteristic factor element b is M [%] or more is output with the highest priority. Next, the debtor who is first delinquent in customer type A is output with priority. Then, the obligor whose ratio of the obligor characteristic factor element b is M [%] or less in the customer type B is output with the highest priority. Next, the debtor of customer type D is output with priority. Next, an unpaid debtor is preferentially output after a predetermined period of time for customer type A. Next, a debtor whose customer type C has a debtor characteristic factor element c ratio of N [%] or more is output with priority. The obligors with a higher ratio do not carry out the dunning telephone service, but shift to the dunning interview work.

[8.8 Dunning Visit Work] In the present embodiment, the visit work table and the visit work detail table shown in FIG. 7 may be used. The visit time and the home / absence home can be used as the home / absence automatic analysis means. It is also possible to calculate the number of visits and use it for automatic analysis of debtor characteristics.

[8.9 Allocation only to Cumulative Home Time Zone / Non-Home Time Zone] In the present embodiment, after allocating based on the customer type, the total home time zone / absence home time zone is allocated. It is also possible to adopt a configuration in which the cumulative at-home time zone / out-of-home time zone is sorted without sorting based on the customer type. By doing so, an efficient dunning telephone service can be implemented without performing a telephone service when there is a high possibility that the debtor is absent.

  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.
(Supplementary note 1) A telephone service distribution system that includes customer information storage means for recording customer information related to a business and distributes a dunning telephone service based on the customer information. A means of determining one obligor characteristic factor element from a plurality of obligor characteristic factor elements based on information, and the cumulative total of obligor characteristic factor elements of the business prior to the target business as the obligor characteristic factor element of the target business Means for updating the cumulative debtor characteristic factor element by adding to the debtor characteristic factor element, debtor characteristic storage means for recording the updated cumulative debtor characteristic factor element,
A telephone business distribution system comprising: means for determining a customer from a plurality of customer types to one customer type based on a cumulative obligor characteristic factor element of a customer to be processed, and distributing a dunning telephone business based on the customer type.

  Therefore, according to this supplementary note 1, the obligor characteristic factor elements are determined based on the approximate fixed date, promised date, payment date, etc., and added to the cumulative obligor characteristic factor elements, which is a set of the previous obligor characteristic factor elements. The customer type that best matches the characteristics of the obligor is selected based on the cumulative obligor characteristic factor element added, and the dunning telephone service is output according to the priority order. Can be implemented and efficient dunning operations can be performed.

  The information related to the payment business is information related to the payment business, such as about a regular date and a payment date. The information related to the telephone service is information related to the telephone service, and specifically includes a promised due date, a number of calls, a telephone time, and the like, which are scheduled due dates for customers to repay their debts after about a regular date. Each information changes in necessary information based on information necessary for processing for determining and determining the customer type. More specifically, in the embodiment, a payment table is described as an example of information related to a payment service, and a telephone service table is described as an example of information related to a telephone service. Of course, a person skilled in the art can appropriately design information relating to payment work and information relating to telephone work based on existing data and data necessary for determining the customer type. Among them, particularly important information is about a regular date, a payment date, a promised date, and the number of calls that are processed in the embodiment.

  Sorting the telephone service corresponds to outputting the telephone service directly to the operator terminal, classifying the telephone service for each customer type, or assigning the telephone service a sequence number based on the customer type. That is, in addition to the act of directly allocating the telephone service, the act of indirectly allocating is included.

    (Supplementary note 2) Means for classifying the call time with the customer related to the target telephone service into the corresponding home time period from each time period obtained by dividing one day into a plurality of time periods, and the classified home time period related to the target telephone service And the means of updating the total number of times of home time zone classification by adding to the number of times of classification of the corresponding home time zone of the cumulative home time zone where the classification of the home time zone of the telephone business before the target telephone business was accumulated. Based on the home time zone storage means to record the number of classifications of the cumulative home time zone and the number of classifications of the cumulative home time zone of the customer to be processed, telephone service in the time zone with the highest number of classifications among all home time zones 2. The telephone service distribution system according to appendix 1, in which

  Therefore, according to the supplementary note 2, the time at which a call is made is classified into a time zone prepared in advance, the classified home time zone is updated, and the home time zone with the highest number of classifications is called among all the home time zones. Since the business is associated, the telephone business can be performed aiming at the time when the debtor is at home, and a more efficient dunning business can be executed.

  In the case of the answering machine of the answering machine, it is desirable that the configuration be regarded as a call. Various methods can be applied to determine whether or not the call is in answering machine mode. For example, a method for recognizing a keyword in the answering machine mode such as "answering", distinguishing between voice and machine sound. You can use the method to do.

    (Supplementary note 3) Means for classifying a time when a call was made to a customer involved in the target telephone business but could not be made into a corresponding non-at-home time zone from each time zone divided into a plurality of time zones, and the target phone The cumulative number of unattended time zones in the total absence time zone, which is the cumulative total of the non-at home time zone classifications for the telephone service before the target telephone service, is added to the number of classifications for the corresponding away home time zone. Based on the number of times of classification of the home away time zone, the number of times of classification of the accumulated home away time zone of the customer to be processed, The telephone service distribution system according to appendix 1, wherein the telephone service is not distributed to a time zone having the largest number of classifications among all the away-home time zones.

  Therefore, according to the supplementary note 3, the time when the call was made but the call could not be made is classified into a preliminarily prepared time zone, the classified home away time zone is updated, Since the telephone service is associated with the non-at-home time zone with the largest number of classifications, the telephone business can be performed while avoiding the time zone when the debtor is away from home, and a more efficient dunning service can be executed.

    (Supplementary Note 4) The customer types are “pay without saying”, “pay for speaking”, “do not pay for speaking”, and prioritize the telephone service for the “pay for speaking” customer type over other types of telephone operations. 4. The telephone business distribution system according to any one of appendixes 1 to 3, wherein

  Therefore, according to the supplementary note 4, the customer type is “pay without saying”, “pay if you say”, “do not pay if you say”, and among them, call the customer type of “pay if you say” By doing the work, the success rate of the dunning work can be improved because other types of dunning work are not harmful.

    (Supplementary note 5) The above supplementary note that adds the obligor characteristic factor element of the target business that was found without adding the cumulative debtor characteristic factor element before the predetermined period among the cumulative debtor characteristic factor elements of the business before the target business. The telephone business distribution system according to any one of 1 to 3.

  Therefore, according to Appendix 5, the customer type is determined without taking into account the obligor characteristic factor accumulated before the predetermined period, so the latest obligor is not affected by older data than necessary. A customer type is determined based on the characteristics. In other words, data that is too short is not reliable, but conversely, if too old data has a strong influence and determines the customer type, the customer type that does not reflect the current debtor characteristics is determined. It will end up. Often, the debtor's economic environment and monetary sensation change compared to the past. That is, it is possible to determine the customer type with high followability to changes in the debtor characteristics.

    (Supplementary note 6) A telephone service distribution system comprising customer information storage means for recording customer information related to a business and distributing a dunning telephone service based on the customer information. From the time zone that is divided into multiple time zones into the corresponding home time zone, and from the classified home time zone related to the target telephone business, the total of the home time zone of the telephone business before the target telephone business is accumulated A means for updating the number of times of classification of the accumulated home time zone by adding to the number of times of classification of the corresponding home time zone of the accumulated home time zone, a home time zone storage means for recording the number of times of classification of the updated home time zone, A telephone service distribution system comprising means for allocating a telephone service to a time zone with the largest number of classification times among all home time zones, based on the number of classifications of accumulated home time zones of customers to be processed.

    (Supplementary note 7) A telephone business distribution system that includes customer information storage means for recording customer information related to business and distributes dunning telephone business based on the customer information. A means of classifying the time when the call could not be made into a corresponding non-at-home time zone from each time zone divided into a plurality of time zones, and from the classified non-at-home time zone related to the target telephone business, A means for updating the cumulative number of times of absence in homes by adding to the number of times of classification in the corresponding away from home hours in the cumulative total of absent home hours in which the telephone service away from home time periods are accumulated, and the updated cumulative number of absent homes Calls to the time zone with the highest number of classifications among all away home time zones based on the number of times of classification of the home away time zone that records the number of times of time zone classification and the cumulative number of home away time zones of the customers to be processed Hands that do not distribute business Phone business distribution system that includes a door.

    (Supplementary note 8) Of the total number of times of cumulative home time zone or the total number of home away time zones of the business before the target business, the total number of home time zone classifications or the total number of home away time zone classifications before the predetermined period. 8 is added to the number of classifications of the cumulative home time period or the classification number of the cumulative non-home time period from the classified home time period or non-home time period. The telephone service distribution system described.

  Therefore, according to the supplementary note 8, since the telephone service is associated with the time zone with the highest number of classifications without considering the number of classifications of the time zones accumulated before the predetermined period, it depends on the data older than necessary. A time zone with a large number of classifications is selected based on the latest time zone. If the debtor's life rhythm is not based on the latest thing, he / she will continue to make a call when he / she is affected by past life rhythm.

    (Supplementary note 9) A telephone service distribution program for allocating a dunning telephone service based on customer information to a computer having customer information storage means for recording customer information related to the business. A means for determining one obligor characteristic factor element from a plurality of obligor characteristic factor elements based on information related to telephone business, and the obligor characteristic factor element of the target business, A means for updating the cumulative debtor characteristic factor element by adding to the accumulated cumulative debtor characteristic factor element, a debtor characteristic storage means for recording the updated cumulative debtor characteristic factor element, and a cumulative number of customers to be processed Based on the obligor characteristic factor, the customer is determined to be one customer type from a plurality of customer types, and as a means to distribute the dunning telephone service based on the customer type. Phone business distribution program for the functioning of the data.

It is an outline explanatory view of the telephone business distribution system concerning an embodiment of the present invention. It is a specific explanatory drawing of distribution by the obligor characteristic of the telephone business distribution system according to the embodiment of the present invention. It is a specific explanatory view of distribution by time zone of the telephone business distribution system according to an embodiment of the present invention. It is a specific explanatory view of distribution by time zone of the telephone business distribution system according to an embodiment of the present invention. 1 is an overall system configuration diagram of a telephone service distribution system according to an embodiment of the present invention. It is a hardware block diagram of the component of the telephone business distribution system which concerns on embodiment of this invention. It is a block block diagram of the telephone business distribution system which concerns on embodiment of this invention. It is a formation flowchart of a debtor characteristic of the telephone business distribution system which concerns on embodiment of this invention. It is a distribution flowchart by debtor characteristic determination of the telephone business distribution system which concerns on embodiment of this invention. It is a formation flowchart of the time slot | zone information of the telephone business distribution system which concerns on embodiment of this invention. It is a distribution flowchart by the time slot | zone of the telephone business distribution system which concerns on embodiment of this invention. It is explanatory drawing of the other example of the telephone business distribution system which concerns on 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 40 telephone service distribution computer 41 CPU (processor)
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 distribution system comprising customer information storage means for recording customer information related to business, and distributing a dunning telephone service based on the customer information,
Means for determining one obligor characteristic factor element from a plurality of obligor characteristic factor elements based on the information relating to the target payment business and the information relating to the telephone service;
Means for adding the obligor characteristic factor element of the target business to the cumulative debtor characteristic factor element obtained by accumulating the debtor characteristic factor elements of the business before the target business, and updating the cumulative debtor characteristic factor element;
A debtor characteristic storage means for recording the updated cumulative debtor characteristic factor element;
A telephone business distribution system comprising: means for determining a customer from a plurality of customer types to one customer type based on a cumulative obligor characteristic factor element of a customer to be processed, and distributing a dunning telephone business based on the customer type. Means for classifying the call time with the customer involved in the target telephone business into the corresponding home time zone from each time zone obtained by dividing one day into a plurality of time zones;
Cumulative home time period by adding to the number of classifications of the corresponding home time period in the cumulative home time period, which is the cumulative total of the home time period of the telephone service before the target telephone service from the classified home time period related to the target telephone business A means of updating the number of classifications of
A home time zone storage means for recording the updated cumulative home time zone classification count;
2. The telephone service distribution system according to claim 1, wherein the telephone service is distributed to a time zone having the largest number of classifications among all the home time zones, based on the number of classifications of the cumulative home time zones of the customers to be processed. Means for classifying a time when a call was made to a customer involved in the target telephone business but could not make a call into a corresponding non-at-home time zone from each time zone divided into a plurality of time zones;
In addition to the number of classifications of the corresponding absentee time zone in the cumulative absentee time zone, which is the cumulative total of the categories of the absentee time zone of the telephone service prior to the subject telephone service from the classified absentee time zone related to the subject phone service. A means of updating the number of classifications in the cumulative absence time zone,
A non-at-home time zone storage means for recording the number of classifications of the updated cumulative at-home time zone;
The telephone service distribution system according to claim 1, wherein the telephone service is not allocated to a time zone having the highest number of classifications among all the home away time periods based on the number of classifications of the accumulated home away time periods of the customers to be processed. . 4. The obligor characteristic factor element of the target business is added to the cumulative debtor characteristic factor element of the business before the target business without adding the cumulative debtor characteristic factor element of a predetermined period or earlier. The telephone business distribution system described in any of the above. A telephone service distribution program for distributing a dunning telephone service based on customer information to a computer having customer information storage means for recording customer information related to the business,
Means for determining one obligor characteristic factor element from a plurality of obligor characteristic factor elements based on the information relating to the target payment business and the information relating to the telephone service;
Means for adding the obligor characteristic factor element of the target business to the cumulative debtor characteristic factor element obtained by accumulating the debtor characteristic factor elements of the business before the target business, and updating the cumulative debtor characteristic factor element;
A debtor characteristic storage means for recording the updated cumulative debtor characteristic factor element;
Telephone business to make a computer function as a means of deciding a customer from multiple customer types to one customer type based on the cumulative obligor characteristic factor element of the customer to be processed and distributing the reminder telephone business based on the customer type Distribution program.

Images