JP2010033105A - Schedule management system, schedule management method, and computer program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To perform the reception to a customer in a call center more effectively than heretofore. <P>SOLUTION: A schedule management device 2 includes: a customer master 2M3 for storing customer data 6C showing the level of the knowledge of a customer; an operator maser 2M2 for storing operator data 6B showing the level of the knowledge of an operator; a schedule database 2B1 for storing schedule data 7A showing the schedule of the operator; a customer level operator selection part 203 for, when it is necessary to make a telephone call to the customer in order to respond to an inquiry from the customer, selecting an operator having the level of knowledge which is higher than the level of knowledge of the customer based on the customer 6C of the customer and the operator data 6B of each operator; and a schedule update processing part 205 for updating the schedule data 7A of the selected operator in order to show a period corresponding to the inquiry. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a system and method for managing an operator schedule in a call center.

  In companies that provide products and services to users, call center systems are widely used to efficiently respond to telephone inquiries or orders from users. In recent years, CTI (Computer Telephony Integration) technology has been adopted, and the efficiency can be further improved.

  However, even if the CTI technology is adopted, the telephone counter operator must respond one-on-one to the user who calls the call center (sometimes called "telephone support center"). no change. Thus, if all of the operator's phone is blocked, the user must wait until the operator's phone is available, or hang up and try again. Such a situation can be frustrating for the user and can be a concern for the company to leave the customer.

  Therefore, a system for improving service to customers in a call center has been proposed.

  The system described in Patent Document 1 is a system for connecting a power reception from a customer to an operator's terminal computer via a server and enabling interaction between the customer and the operator, and the server includes at least a request from the customer. A connected operator detecting means for detecting an operator connected to the server at the time of power reception and an optimum operator selecting means for selecting an optimum operator to be actually connected based on a database prepared in advance.

  The system described in Patent Document 2 calculates a request reception processing unit that receives an operator response request by an email sent by a customer, and an expected response time required to respond to the customer based on a keyword specified in the email. A response time prediction processing unit, an operator who responds to the customer by telephone based on the expected response time, a scheduling unit for determining a response start scheduled time and a response end scheduled time for the customer, and the determined response start scheduled time It has an acceptance notification processing section for notifying the customer by e-mail as the scheduled time to call back.

In addition, Patent Document 3 proposes a system for selecting a sales representative suitable for a customer. The system described in Patent Document 3 displays a list of candidates when a customer inputs selection conditions for a sales representative. When the customer presses the desired salesperson image, a detailed information display screen is displayed. When the customer designates the visit / contact time of the sales representative, information indicating that the sales representative is designated is transmitted from the customer terminal to the main server. The main server updates the customer database. Then, the customer information is transmitted to the sales representative's terminal.
JP 2007-200198 A JP 2003-143301 A JP 2002-99797 A

  As described above, conventionally, a system for selecting a person in charge suitable for handling a customer or scheduling a callback has been proposed. However, there is a need to further improve customer service.

  The present invention has been made in view of such problems, and an object of the present invention is to make it possible to more efficiently respond to customers in a call center.

  The schedule management system according to the present invention is a system for managing a schedule for each operator of a call center. The schedule management system stores, for each customer, first knowledge level data storage means for storing first knowledge level data indicating a level of knowledge of the customer, and the knowledge level of the operator for each operator. Second knowledge level data storage means for storing the second knowledge level data shown, schedule data storage means for storing schedule data indicating the schedule of the operator for each operator, and an inquiry from the customer And when it is necessary to call the customer in order to respond to the inquiry, based on the first knowledge level data of the customer and the second knowledge level data of each operator, Operator selection means for selecting the operator having a level of knowledge, and the operator The schedule data of the operator that is selected by data selecting means is updated as the time to wait on the query is indicated, having a schedule update means.

  Preferably, the first knowledge level data storage unit stores data indicating a knowledge level for each category as the first knowledge level data, and the second knowledge level data storage unit stores the second knowledge level data storage unit. As the knowledge level data, data indicating the level of knowledge for each category is stored, the operator selection means, the knowledge level of the category related to the inquiry, which is indicated in the first knowledge level data, and The selection is performed based on the knowledge level of the category indicated in each second knowledge level data.

  Or, for each customer, it has reception time data storage means for storing the reception time data indicating the reception time taken when the customer has been handled by the operator in the past, and the schedule update means includes the The schedule data is updated so that the predicted time required for the inquiry, which is predicted based on the response time indicated in the response time data of the customer who made the inquiry, is indicated as the length of the period.

  Or, for each customer, there is a service record storage means for storing service time data when the customer was serviced in the past and a service record data indicating the service operator, and the operator selection means is Among the operators having a knowledge level higher than that of the customer, the operator who responds to the customer in the shortest time is selected.

  According to the present invention, it is possible to more efficiently respond to customers at a call center than before.

  1 is a diagram showing an example of the configuration of the entire network system provided with the call center system SYS, FIG. 2 is a diagram showing an example of the hardware configuration of the schedule management device 2, and FIG. 3 is a functional configuration of the schedule management device 2. It is a figure which shows an example.

  As shown in FIG. 1, the call center system SYS includes a PBX (Private Branch Exchange) 1, a schedule management device 2, a plurality of personal computers 3, a plurality of telephones 4, and the like. Each device can be connected to each other by a local line, a LAN, a public line, a dedicated line, or the like.

  The call center system SYS is used, for example, to efficiently operate a call center that responds to inquiries or orders regarding products or services by telephone from a customer, established by a company or the like. A company may construct a call center system SYS in its own intranet, or may use a call center system SYS operated by an outsourcing company. Hereinafter, a call center system SYS used for a call center where a company X handling computers and related products responds to inquiries from customers will be described.

  The call center system SYS has a conventional CTI (Computer Telephony Integration) function. In addition, a function is incorporated that allows a call center telephone agent (so-called telephone operator; hereinafter referred to as “operator”) to efficiently make a call back to an inquirer customer. .

  One personal computer 3 and one telephone 4 are lent to each operator. The operator can talk with the customer using the telephone 4. In addition, the personal computer 3 can be used to refer to information related to the customer, information related to the product, etc., or to input a report on the customer response.

  The PBX 1 allocates a telephone call from a customer's telephone (hereinafter referred to as “telephone TR”) to the operator's telephone 4 and connects both telephones. Further, the PBX 1 has an ACD (Automatic Call Distribution) function, so that incoming calls from customers can be equally distributed to the telephones 4 of the operators.

  The schedule management device 2 is a device that manages an operator's schedule. As shown in FIG. 2, the schedule management device 2 includes a CPU (Central Processing Unit) 20a, a RAM (Random Access Memory) 20b, a ROM (Read Only Memory) 20c, a hard disk 20d, a communication device 20e, and other various devices. Is done.

  The communication device 20 e is a device for communicating with the PBX 1 and each personal computer 3.

  In the ROM 20c and the hard disk 20d, the inquiry information acquisition unit 201, the standard level operator selection unit 202, the customer level operator selection unit 203, the shortest response operator selection unit 204, the schedule update processing unit 205, the master generation unit 211, the reception shown in FIG. Programs for realizing functions such as a record information acquisition unit 212, a telephone information output unit 213, a category master 2M1, an operator master 2M2, a customer master 2M3, a schedule database 2B1, a response history database 2B2, and an inquiry information database 2B3 Data is installed. These programs and data are loaded into the RAM 20b as necessary, and the programs are executed by the CPU 20a.

  4 shows an example of the category master 2M1, FIG. 5 shows an example of the operator master 2M2, FIG. 6 shows an example of the customer master 2M3, FIG. 7 shows an example of the schedule data 7A, and FIG. Is a diagram showing an example of the response history database 2B2, FIG. 9 is a diagram for explaining the processing of the standard level operator selection unit 202, FIG. 10 is a diagram for explaining the processing of the customer level operator selection unit 203, and FIG. It is a figure for demonstrating the process of the shortest response operator selection part.

  Next, the processing contents of each part of the schedule management device 2 shown in FIG. 3 will be described in detail.

  As shown in FIG. 4, the category master 2M1 stores category data 6A for each category in which various words (keywords) related to the products of the company X are classified. The category data 6A shows a category ID for distinguishing the category from other categories, a basic word that is a basic (representative) phrase of the category, and a synonym of the basic word.

  The operator master 2M2 stores operator data 6B for each operator as shown in FIG. In the operator data 6B, in addition to the operator ID for identifying the operator, the name of the operator and the level of proficiency (skill level) for each category described above are shown.

  The level of proficiency is calculated based on the results of tests or questionnaires conducted on the respective categories for the operator. “1” means a level at which little is known about the category. “2” means a level that has some knowledge of matters relating to the category. “3” means a level having general knowledge about the category. “4” means a level having the ability to solve a problem related to the category. “5” means a level having the ability to teach a lecture related to the category.

  The contents of the test or questionnaire may include whether or not the application has been installed, whether or not the registry is set, and whether or not the hardware has been added.

  As shown in FIG. 6, customer data 6C for each customer is stored in the customer master 2M3. In the customer data 6C, the customer ID for identifying the customer, the name of the customer, the contact information, and the level of proficiency for each category are shown. The meaning of each level of proficiency is the same as the meaning of each level of proficiency of the operator described in FIG. The method for calculating the proficiency level is the same as the method for calculating the proficiency level of the operator, and the proficiency level is obtained by conducting a test or questionnaire for the customer. At this time, in order to facilitate the reception, the condition of the product used by the customer (for example, the model of the computer, the OS, the amount of memory, the name and version of the application, etc.) may be answered together.

  The administrator of the call center system SYS classifies keywords related to products into categories in advance before starting the operation of the call center system SYS, and inputs basic words and synonyms for each category to the schedule management device 2. Then, in the schedule management apparatus 2, the master generation unit 211 issues a unique category ID for each category, and generates category data 6A indicating the category ID, basic word, and synonym of each category. Then, the generated category data 6A is stored in the category master 2M1. In addition, the master production | generation part 211 also performs the production | generation process of the data of another master as follows.

  In addition, the administrator performs a test on each operator and determines the level of proficiency of each operator in each category. Then, the name and the level of proficiency of each category for each operator are input to the schedule management device 2.

  Then, the master generation unit 211 issues a unique operator ID for each operator, and generates operator data 6B that indicates the operator ID, name, and level of proficiency of each category for each operator. Then, the generated operator data 6B is stored in the operator master 2M2.

  Similarly, the manager performs a test on each customer and determines the level of proficiency of each category of each operator. Then, the name, contact information, and proficiency level of each category for each customer are input to the schedule management device 2.

  Then, the master generation unit 211 issues a unique customer ID for each customer, and generates customer data 6C indicating the customer ID, the contact information, and the level of proficiency of each category for each customer. Then, the generated customer data 6C is stored in the customer master 2M3.

  Schedule data 7A for each operator is stored in the schedule database 2B1. In the schedule data 7A, as shown in FIG. 7, an operator's work schedule in each time zone of each day is shown. That is, the schedule data 7A is data of an operator's work time table.

  Specifically, “O”, “X”, or customer ID is shown for each time zone of each day. “○” means that the time zone of the day is scheduled to be engaged in telephone service, and “X” means that it is not scheduled to be engaged. When the customer ID is indicated, it means that the customer of the customer ID is scheduled to be called (called back) during the time zone of the day.

  The operator regularly informs the manager of his / her future work schedule. For example, tell the convenience 10 days before the next month starts. The administrator determines the schedule of each operator this time (for example, the next month), that is, “O” and “X” for each time zone on each day, taking into account the convenience of each operator. Then, it is input to the schedule management device 2.

  Then, the schedule update process part 205 updates the schedule data 7A of each operator according to the input content. Note that the schedule update processing unit 205 also performs a process of updating the schedule data 7A of the operator who should call back to the customer. This will be described later.

  When a call is received from one of the telephones TR, the PBX 1 selects an operator whose current date / time schedule is “◯” and is currently vacant (not responding to any customer) by the function of the ACD. The telephone TR and the operator's telephone 4 are connected.

  The operator responds to the customer who makes a call by listening to the contents of the inquiry (question) and the status of the defect and giving appropriate advice. Then, the operator ID of the user, the date and time of reception (response date and time), the time required for reception (response time), the category ID of the category of the inquiry (inquiry category ID), the content of the inquiry (inquiry content), and The customer ID of the customer who is the customer is input to his / her personal computer 3.

  Then, reception result data 7B indicating the input information is transmitted from the personal computer 3 to the schedule management apparatus 2 and stored in the reception history database 2B2. In this way, the service history data 2B is stored in the service history database 2B2, as shown in FIG.

  The inquiry information acquisition unit 201 acquires information related to an inquiry that requires a callback in order to respond. Specifically, information on the contents of the inquiry, the category of the inquiry, the customer ID of the inquirer, and the date and time of the desired reception are acquired. Such information is acquired as follows, for example.

  The customer operates his / her personal computer or mobile phone terminal to create an e-mail containing the contents of the inquiry, his / her customer ID, and the desired date and time of the response, and is addressed to a specific e-mail address of company X To send.

  The inquiry information acquisition unit 201 accesses the email server periodically (for example, every few seconds or every few minutes), and receives an email addressed to the email address. Furthermore, the inquiry information acquisition unit 201 searches for any basic word or synonym shown in the category master 2M1 (see FIG. 4) from the contents of the inquiry described in the e-mail. If any basic word or synonym is found, the category to which the basic word or synonym belongs is determined as the category of the inquiry from the customer.

  Alternatively, the customer operates the telephone TR to call a specific telephone number of the company X, and speaks the contents of the inquiry, his / her customer ID, and the desired date and time of reception according to the voice guidance.

  Then, the inquiry information acquisition unit 201 collects customer voices and performs voice recognition processing, thereby generating text data indicating the contents of the inquiry and the customer ID of the customer. Further, as in the case of e-mail, the category of the query is determined by searching for a basic word or a synonym from the content of the query.

  In addition, a Web page for receiving an inquiry may be provided on the Web server of company X, and information on each item may be acquired via this Web page.

  The inquiry information database 2B3 stores inquiry data 7C indicating the information every time the inquiry information acquisition unit 201 acquires information on each item described above regarding the inquiry.

  The standard level operator selection unit 202, the customer level operator selection unit 203, and the shortest response operator selection unit 204 perform processing for determining an operator that should respond to an inquiry every time inquiry information is acquired by the inquiry information acquisition unit 201. Do. Here, the procedure of this process will be described with reference to FIGS.

  The standard level operator selection unit 202 selects a standard level operator that can respond to the inquiry determined by the inquiry information acquisition unit 201. Specifically, an operator whose category level is “3” or higher is selected. When there are a plurality of inquiry categories, an operator whose level is “3” or higher is selected for all of these categories.

  For example, as shown in FIG. 9, when the category of the inquiry is two categories whose category IDs are “CT_0003” and “CT_0005”, respectively, the standard level operator selection unit 202 is based on the operator master 2M2. Four operators whose operator IDs are “P002”, “P003”, “P005”, and “P006” are selected.

  However, an operator who cannot respond to the inquirer's desired date / time (that is, an operator whose time zone to which the desired date / time belongs is all filled with a callback schedule or absence schedule for other customers) Do not elect.

  The customer level operator selection unit 203 further selects an operator at a level equivalent to or higher than that of the inquirer (customer) for the inquiry category from among the operators selected by the standard level operator selection unit 202. The level of the inquirer is shown in customer data 6C (see FIG. 6) corresponding to the customer ID acquired by the inquiry information acquisition unit 201.

  For example, as shown in FIG. 10, when the levels of two categories whose category IDs are “CT_0003” and “CT_0005” are “4” and “2”, the operator IDs are “P002” and “P005”, respectively. ”And three operators“ P006 ”are selected.

  The shortest response operator selection unit 204 receives an inquiry of the same category as the current inquiry from the operators in the past from the operators selected by the customer level operator selection unit 203, and selects an operator who has responded to it in the shortest time. The past response time is shown in response result data 7B (see FIG. 8).

  For example, as shown in FIG. 11, when there are five past response histories for the inquirer, the shortest response operator selection unit 204 indicates the same category as the category of the current query from among the five cases. What indicates the operator selected by the customer level operator selection unit 203 is extracted. Then, two cases surrounded by a thick frame are extracted.

  Then, the shortest response operator selection unit 204 assigns the operator (in this example, the operator whose operator ID is “P002”) in charge of the extracted past response to the shortest required time (response time). Selected as an operator to inquire.

  The schedule update processing unit 205 uses the schedule data 7A of the operator selected by the shortest response operator selection unit 204 (see FIG. 7) as a time slot in which the caller's schedule for the inquirer belongs to the date and time desired by the inquirer. Update to be added to. Specifically, the customer ID of the inquirer is written in the cell of that time zone. However, time periods that already have other inquiry plans or absence plans are excluded.

  Note that the schedule update processing unit 205 may predict the time required to respond to the inquiry, and secure the time of the selected operator by the time. The prediction may be performed as follows.

  For example, the prediction may be made by calculating an average value of the time required to respond to a past inquiry from the inquirer. Further, the average value (average time) may be adjusted according to the level of the selected operator. That is, the average time may be reduced as the level of the selected operator is higher, and the average time may be increased as the level of the selected operator is lower.

  Alternatively, the selection may be made by calculating the average value of the time when the selected operator responds to the past inquiry from the inquirer.

  Based on the schedule data 7A of each operator, the phone information required output unit 213 searches for an operator who will soon call (call back) the customer and respond to the inquiry. Then, the name, contact information (phone number), level, content of inquiry, etc. of the customer are displayed on the personal computer 3 of the operator.

  For example, the telephone information output unit 213 checks whether or not the customer ID of any customer is indicated in the cell of each operator's time zone when 10 minutes before the start of a certain time zone. If there is schedule data 7A indicating a customer ID, the above-mentioned information relating to the customer of the customer ID is displayed on the personal computer 3 of the operator having the schedule data 7A. The name, contact information, and level can be found by referring to the customer data 6C of the customer ID stored in the customer master 2M3. The contents of the query can be understood by referring to the query data 7C stored in the query information database 2B3.

  Then, the operator answers the inquiry by calling the customer while viewing the information displayed on his / her personal computer 3.

  FIG. 12 is a flowchart for explaining an example of the overall processing flow of the call center system SYS.

  Next, the overall processing flow in the call center system SYS will be described with reference to the flowchart of FIG.

  Each device of the call center system SYS executes the following process every time an event occurs.

  When a call for a normal inquiry that does not require a callback is received (Yes in # 1 of FIG. 12), the PBX 1 assigns it to one of the operators by the function of the ACD (# 2). In other words, the telephone 4 of any operator is connected to the telephone TR of the inquirer. After answering the inquiry, the operator inputs the record of answering to his / her personal computer 3. Then, the schedule management device 2 generates reception result data 7B indicating it and stores it in the reception history database 2B2 (see FIG. 8) (# 3).

  Alternatively, when the schedule management device 2 acquires information on a query that requires a callback (Yes in # 4), the schedule management device 2 analyzes the query category or the like (# 5) and generates query data 7C indicating the query category or the like to generate a query. The information is stored in the information database 2B3 (# 6). Based on the inquiry category, the level of the inquirer, and the schedule and level of each operator, an operator to be handled is selected (# 7). Then, the callback schedule is written in the selected operator's schedule data 7A (# 8).

  Alternatively, when the time for the callback approaches (# 9), the schedule management device 2 displays the contact information of the inquirer and the content of the inquiry on the personal computer 3 of the operator who should perform the callback, for example. Is notified that the time has come (# 10). The operator calls back to respond to the inquiry, and then inputs the record of the response to his / her personal computer 3. Then, the schedule management device 2 generates reception result data 7B indicating it and stores it in the reception history database 2B2 (# 11).

  In addition, the schedule management device 2 appropriately performs a process of registering data in various masters and a process of adding the schedule of each operator in the next predetermined period (for example, the next month) to the schedule data 7A.

  According to this embodiment, when there is an inquiry from a customer that requires a callback, an operator having a standard level that can respond to the inquiry and a level higher than the customer is selected as a person in charge of the callback. In addition, the callback schedule is determined in consideration of the convenience of both the customer and the operator. Furthermore, a callback schedule is determined by predicting the time required for reception. Therefore, the customer can be handled more efficiently than before.

  In this embodiment, operators are selected in the order of the standard level operator selection unit 202, the customer level operator selection unit 203, and the shortest response operator selection unit 204. Thus, the person in charge is determined to be the only operator.

  In addition, the entire call center system SYS, PBX1, schedule management device 2 or the configuration of each unit, processing content, processing order, database configuration, and the like can be appropriately changed in accordance with the spirit of the present invention.

In the embodiment described above, the following notes are also disclosed.
(Appendix 1)
In the schedule management system that manages the schedule for each call center operator,
First knowledge level data storage means for storing, for each customer, first knowledge level data indicating the level of knowledge of the customer;
Second knowledge level data storage means for storing second knowledge level data indicating the level of knowledge of the operator for each operator;
For each operator, schedule data storage means for storing schedule data indicating the schedule of the operator;
Based on the first knowledge level data of the customer and the second knowledge level data of each operator when there is an inquiry from the customer and it is necessary to call the customer to answer the inquiry An operator selecting means for selecting the operator having a level of knowledge higher than that of the customer;
Updating the schedule data of the operator selected by the operator selection means so as to indicate a time to respond to the inquiry;
A schedule management system.
(Appendix 2)
The first knowledge level data storage means stores data indicating a knowledge level for each category as the first knowledge level data,
The second knowledge level data storage means stores, as the second knowledge level data, data indicating the level of knowledge for each category,
The operator selection means includes a knowledge level of the category related to the inquiry indicated in the first knowledge level data and a knowledge level of the category indicated in the second knowledge level data. Based on said election,
The schedule management system according to appendix 1.
(Appendix 3)
For each customer, there is a reception time data storage means for storing the reception time data indicating the reception time taken when the customer was handled by the operator in the past,
The schedule update means predicts the estimated time required for the inquiry, which is predicted based on the response time indicated in the response time data of the customer who made the inquiry, as the length of the period, Update schedule data,
The schedule management system according to Supplementary Note 1 or Supplementary Note 2.
(Appendix 4)
For each customer, there is a service record storage means for storing service time data indicating the service time taken when the customer was serviced in the past and the operator who was serviced, and
The operator selection means selects an operator who has a level of knowledge higher than that of the customer and who responds to the customer in the shortest time.
The schedule management system according to appendix 1.
(Appendix 5)
In the schedule management method for managing the schedule for each call center operator,
For each customer, first knowledge level data indicating the level of knowledge of the customer is stored in the first knowledge level data storage means,
For each operator, the second knowledge level data indicating the level of knowledge of the operator is stored in the second knowledge level data storage means,
For each operator, schedule data indicating the schedule of the operator is stored in the schedule data storage means,
On the computer,
Based on the first knowledge level data of the customer and the second knowledge level data of each operator when there is an inquiry from the customer and it is necessary to call the customer to answer the inquiry A process for selecting the operator having a knowledge level higher than that of the customer;
Updating the selected schedule data of the selected operator so as to indicate the time to respond to the inquiry.
Schedule management method.
(Appendix 6)
In a computer program for controlling a computer that manages a schedule for each call center operator,
In the computer,
For each customer, a process of storing first knowledge level data indicating the level of knowledge of the customer in the first knowledge level data storage means;
For each operator, a process of storing second knowledge level data indicating the level of knowledge of the operator in second knowledge level data storage means;
For each operator, a process for storing schedule data indicating the schedule of the operator in the schedule data storage means;
Based on the first knowledge level data of the customer and the second knowledge level data of each operator when there is an inquiry from the customer and it is necessary to call the customer to answer the inquiry A process for selecting the operator having a knowledge level higher than that of the customer;
A process of updating the schedule data of the selected operator so that the time to respond to the inquiry is indicated;
A computer program that executes

It is a figure which shows the example of a structure of the whole network system provided with the call center system. It is a figure which shows the example of the hardware constitutions of a schedule management apparatus. It is a figure which shows the example of a functional structure of a schedule management apparatus. It is a figure which shows the example of a category master. It is a figure which shows the example of an operator master. It is a figure which shows the example of a customer master. It is a figure which shows the example of schedule data. It is a figure which shows the example of a response history database. It is a figure for demonstrating the process of a standard level operator selection part. It is a figure for demonstrating the process of a customer level operator selection part. It is a figure for demonstrating the process of the shortest response operator selection part. It is a flowchart explaining the example of the flow of the whole process of a call center system.

Explanation of symbols

2 Schedule management device (schedule management system)
203 Customer level operator selection section (operator selection means)
204 Shortest response operator selection section (operator selection means)
205 Schedule update processing unit (schedule update means)
2B1 schedule database (schedule data storage means)
2B2 Response history database (response results storage means)
2M2 operator master (second knowledge level data storage means)
2M3 customer master (first knowledge level data storage means)
6B Operator data (second knowledge level data)
6C Customer data (first knowledge level data)
7A Schedule data 7B Response results data

Claims (3)

In the schedule management system that manages the schedule for each call center operator,
First knowledge level data storage means for storing, for each customer, first knowledge level data indicating the level of knowledge of the customer;
Second knowledge level data storage means for storing second knowledge level data indicating the level of knowledge of the operator for each operator;
For each operator, schedule data storage means for storing schedule data indicating the schedule of the operator;
Based on the first knowledge level data of the customer and the second knowledge level data of each operator when there is an inquiry from the customer and it is necessary to call the customer to answer the inquiry An operator selecting means for selecting the operator having a level of knowledge higher than that of the customer;
Updating the schedule data of the operator selected by the operator selection means so as to indicate a time to respond to the inquiry;
A schedule management system. In the schedule management method for managing the schedule for each call center operator,
For each customer, first knowledge level data indicating the level of knowledge of the customer is stored in the first knowledge level data storage means,
For each operator, the second knowledge level data indicating the level of knowledge of the operator is stored in the second knowledge level data storage means,
For each operator, schedule data indicating the schedule of the operator is stored in the schedule data storage means,
On the computer,
Based on the first knowledge level data of the customer and the second knowledge level data of each operator when there is an inquiry from the customer and it is necessary to call the customer to answer the inquiry A process for selecting the operator having a knowledge level higher than that of the customer;
Updating the selected schedule data of the selected operator so as to indicate the time to respond to the inquiry.
Schedule management method. In a computer program for controlling a computer that manages a schedule for each call center operator,
In the computer,
For each customer, a process of storing first knowledge level data indicating the level of knowledge of the customer in the first knowledge level data storage means;
For each operator, a process of storing second knowledge level data indicating the level of knowledge of the operator in second knowledge level data storage means;
For each operator, a process for storing schedule data indicating the schedule of the operator in the schedule data storage means;
Based on the first knowledge level data of the customer and the second knowledge level data of each operator when there is an inquiry from the customer and it is necessary to call the customer to answer the inquiry A process for selecting the operator having a knowledge level higher than that of the customer;
A process of updating the schedule data of the selected operator so that the time to respond to the inquiry is indicated;
A computer program that executes

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