JP2010041103A - Device, method, and program for calculating the number of responses - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a number-of-responses calculation device for calculating the number of responses for determining the optimum number of operators by accurately predicting a demand for responses from a call center. <P>SOLUTION: The sum of the number of pieces of incoming-call information for indicating a response to an incoming call within a fixed period in a plurality of pieces of prestored incoming-call information, and the number of senders of incoming calls without any responses within a fixed period is calculated as the number of items. Based on an Erlang B calculator, the number of operators of the call center, the number of incoming calls within a fixed period, the number of items within a fixed period, the number of responses availabe within a fixed period, and a redial rate, the number of responses according to an arbitrary number of operators is calculated for display. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a response number calculation device, a response number calculation method, and a response number calculation program for calculating the number of responses according to the number of operators in a call center.

  Conventionally, a call center has been operated in which an operator receives a call (incoming call) from a customer and an operator responds to an inquiry about a product. The response rate indicating the ratio of the number of responses to the number of incoming calls to the call center has an important influence on customer satisfaction. The higher the response rate, the higher the customer satisfaction. Therefore, it is desirable to increase the response rate as much as possible, but it is practically difficult to make the call center always stand by at the number of operators who can always respond to all incoming calls because the cost of the call center increases. Therefore, in the operation of the call center, it is desirable to maintain a response rate above a certain level considering both customer satisfaction and call center operation costs.

In order to predict the optimum number of operators for maintaining such an optimum response rate, incoming call history information to the call center is utilized. The operator of the call center extracts the number of incoming calls and the number of responses at the call center from the incoming call history information for the past two to three years, and predicts the optimum number of operators based on experience and know-how. Patent Document 1 proposes a method for obtaining the required number of operators according to the response rate calculated based on the number of incoming calls per unit time by applying the Erlang C formula in the queue theory to the calculation of the number of operators with respect to the number of incoming calls. Has been.
JP 2007-142502 A

  However, the number of incoming calls and the number of responses used as parameters for the calculation of the number of operators as described above do not necessarily indicate an essential demand for responses to incoming calls. For example, if there is an incoming call from the same customer to the call center but no response is received, and there are multiple incoming calls until a response is made thereafter, the incoming call history will be recorded and added as the number of incoming calls. However, the demand for response from the same customer is considered to be essentially 1. Alternatively, if the operator is in a state of resting due to physical condition, the number of responses on that day will decrease, but the number of incoming calls to the call center will not decrease. The number of responses is also expected to decrease when a new and unfamiliar operator responds. Thus, the number of incoming calls, the number of responses, and the response rate, which is the ratio, are the result of a balance between the demand for responses from customers and the processing capacity of the number of call center operators, and it does not necessarily indicate the exact demand for responses. Do not mean. Therefore, the calculation of the response rate based on such parameters may not always be accurate.

  The present invention has been made in view of such a situation, and more accurately predicts the demand for a response to a call center and calculates the response number for determining the optimum number of operators, the response number A calculation method and a response number calculation program are provided.

  In order to solve the above-described problem, the present invention associates incoming call identification information for identifying an incoming caller of a call center that receives an incoming call, an incoming call arrival time, and information indicating whether or not the incoming call has been answered. An incoming information storage unit for storing a plurality of received information in advance, a number of incoming information responses indicating that an incoming call has been answered among a plurality of incoming information within a predetermined period, and a response within a predetermined period. If the incoming call is not answered, the probability of receiving another incoming call from the caller with the same incoming call identification information as the incoming call is calculated. A parameter storage unit that stores parameters such as a redial rate that is indicated and an answerable number that indicates the number of incoming calls that can be answered per unit time by an operator who responds to a call center call; The number of responses according to the number of operators is calculated based on the formula B, the number of operators, the number of possible responses, the number of incoming calls per unit time, the number of cases per unit time, and the redial rate It is a response number calculation device comprising: a response number calculation unit that performs a response; and a display unit that displays the response number calculated by the response number calculation unit.

  Further, the present invention calculates a quotient of a first value obtained by subtracting the number of cases from the number of incoming calls stored in the above-described incoming information storage unit and a second value obtained by subtracting the number of responses from the number of incoming calls. And a redial rate calculation unit that stores the redial rate in a parameter storage unit.

  Further, according to the present invention, the number-of-cases calculation unit described above is incoming information within a predetermined period, and the number of cases calculated from the incoming information indicating the incoming number as incoming identification information, and the incoming number as incoming identification information Based on the ratio to the number of incoming calls, which is the number of incoming information that indicates the number of incoming calls that are incoming information within a certain period and the incoming call identification information indicates that the incoming call identification number is unknown The number is calculated.

  Further, according to the present invention, the number-of-cases calculation unit described above is incoming information within a predetermined period, and the number of cases calculated from the incoming information indicating the incoming number as incoming identification information, and the incoming number as incoming identification information Based on the ratio of the number of responses calculated from the received information indicating the number of responses, it corresponds to the number of responses of the incoming information that is the incoming information within a certain period and the incoming call identification information indicates that the incoming call identification number is unknown It is characterized by calculating the number of cases.

  Also, the present invention provides a plurality of incoming call information in which incoming call identification information for identifying an incoming caller of a call center that receives an incoming call, an incoming call arrival time, and information indicating whether the incoming call has been answered or not are associated with each other. An incoming call information storage unit stored in advance, a redial rate indicating a probability of receiving a second incoming call from the caller of the same incoming call identification information as the incoming call when the incoming call is not answered, and an operator who responds to the incoming call center, A response number calculation device comprising a parameter storage unit that stores a parameter of the number of possible incoming calls indicating the number of incoming calls that can be answered per unit time, and a display unit, among a plurality of incoming information within a predetermined period Calculating the sum of the number of incoming information responses indicating that an incoming call has been answered and the number of incoming incoming call identification information not answered within a certain period as the number of cases; Based on the Erlang B formula, the number of operators, the number of possible responses, the number of incoming calls per unit time, the number of cases per unit time, and the redial rate, the number of responses according to the number of arbitrary operators is calculated And a step of displaying the calculated number of responses. A response number calculation method comprising:

  Also, the present invention provides a plurality of incoming call information in which incoming call identification information for identifying an incoming caller of a call center that receives an incoming call, an incoming call arrival time, and information indicating whether the incoming call has been answered or not are associated with each other. An incoming call information storage unit stored in advance, a redial rate indicating a probability of receiving a second incoming call from the caller of the same incoming call identification information as the incoming call when the incoming call is not answered, and an operator who responds to the incoming call center, A computer of a response number calculation device including a parameter storage unit that stores a parameter of a response possible number indicating the number of incoming calls that can be answered per unit time set, and a display unit. Of these, the sum of the number of incoming response information indicating that the incoming call has been answered and the number of incoming call identification information that has not been answered within a certain period is calculated as the number of cases. The number of operators, the number of operators, the number of possible responses, the number of incoming calls per unit time, the number of cases per unit time, and the redial rate. It is a response number calculation program which performs the step which calculates the number of responses, and the step which displays the calculated number of responses.

  As described above, according to the present invention, out of a plurality of incoming information stored in advance, the number of incoming information indicating that an incoming call has been answered within a certain period, and no answer within a certain period. Calculate the sum of the number of incoming callers as the number of cases, Erlang B formula, number of operators, number of possible responses, number of incoming calls per unit time, number of cases per unit time, redial rate The number of responses is calculated and displayed based on the number of operators, and the response rate is displayed according to the number of cases that indicate the demand for responses more accurately than the number of incoming calls or responses. It is possible to provide an apparatus for calculating the number of responses.

  Further, according to the present invention, the quotient of the first value obtained by subtracting the number of cases from the number of incoming calls and the second value obtained by subtracting the number of responses from the number of incoming calls is calculated as the redial rate. The response rate can be calculated using the redial rate calculated based on the incoming call information.

  Further, according to the present invention, the number of cases calculated from the incoming information that is the incoming information within a certain period and the incoming call number is indicated as the incoming call identification information, and the incoming call number that is indicated by the incoming call number as the incoming call identification information, Based on this ratio, the number of cases corresponding to the number of incoming calls that are incoming information within a certain period and whose incoming call identification information indicates that the incoming call number is unknown is calculated. The number of cases can be calculated for unknown incoming calls.

  In addition, according to the present invention, the number of cases calculated from the incoming information that is the incoming information within a certain period and the incoming number is indicated as incoming identification information, and the incoming information that is indicated with the incoming number as incoming identification information Based on the ratio to the number of responses calculated from the number of cases, the number of cases corresponding to the number of responses of incoming information that is incoming information within a certain period and whose incoming call identification information indicates that the incoming call number is unknown is calculated. Therefore, it is possible to calculate the number of cases even for incoming calls whose caller is unknown.

Hereinafter, an embodiment of the present invention will be described with reference to the drawings.
FIG. 1 is a block diagram illustrating a terminal configuration of a response number calculation apparatus 10 according to the present embodiment. The response number calculation device 10 is a computer device that calculates the optimum number of responses for a call center to respond with a predetermined response rate, and includes an incoming information storage unit 11, a case number calculation unit 12, an input unit 13, , A redial rate calculation unit 14, a parameter storage unit 15, a response number calculation unit 16, and a display unit 17.

  The incoming call information storage unit 11 stores an incoming call history from a customer at a call center. FIG. 2 is a diagram illustrating an example of data of a plurality of incoming call information included in the incoming call history stored in the incoming call information storage unit 11. The incoming call history includes, for example, a plurality of pieces of incoming information in which incoming identification information, incoming time, responder name, call start time, call end time, and call time are associated with each other. The incoming call information is incoming call history data obtained from a telephone exchange in a call center, and the incoming call information is stored in descending order of the incoming call time.

  The incoming call identification information is information for identifying an incoming caller at a call center, and is, for example, an incoming call number indicating a caller telephone number. If the incoming call number is unknown because the incoming call to the call center is performed without notification, a predetermined number may be stored. For example, in the example of FIG. 2, the incoming call identification information of the caller whose incoming call number is unknown but unknown is stored as “9999”.

  The incoming time is the time when the call center receives an incoming call from a customer. The responder name is information for identifying an operator who responds to an inquiry in response to an incoming call to the call center. Here, the character string “Busy” is stored in the responder name when the incoming call is not answered. In this way, it is possible to identify whether an incoming call has been answered by the data stored in the responder name. The example of FIG. 2 shows an example of data that is “Busy” without being answered because the incoming call is busy, etc., and incoming call information that is answered by each of “Operator B” and “Operator A”. Yes.

  The call start time is the time when the operator starts a call in response to an incoming call from a customer. The call end time is the time when the call for the incoming call from the customer is ended. The call time is an elapsed time from a call start item to a call end time. For example, the incoming information on the first line in FIG. 2 is an incoming call at 10:09:45 from a customer with a telephone number “2345678901”, and a call is started at 10:10:21 by “Operator B”. This indicates that the call ended at 10:11:42 and the call duration was 0 hour 01 minute 21 seconds.

  Returning to FIG. 1, the number-of-cases calculation unit 12 reads the incoming information stored in the incoming information storage unit 11 and calculates the number of cases for inquiry to the call center for each period for which the number of cases is to be calculated. Here, the concept of the number of cases in the present embodiment will be described with reference to FIG. In the example of FIG. 3, an incoming call from a customer whose incoming call identification information is “A” is not answered up to two times, but is answered as the third incoming call. In this case, since there are three incoming calls, the number of incoming calls is three. The incoming call from the incoming call identification information “A” is answered at the third time, and since it has been answered, the number of responses is one. Here, the number of incoming calls is three, but the number of responses is one. The two incoming calls that were not answered are the same inquiries as the contents that were answered in the third incoming call, and the telephone requirements are Since it is thought that it was the same, the number of cases is one.

  Further, in the example of FIG. 3, the first inquiry from the incoming call identification information “B” is answered by the fourth incoming call. Here, after a response to the inquiry from the incoming call identification information “B” is made, if there is an incoming call from the incoming call identification information “B”, it is considered that the inquiry is different from the case described above. Therefore, the incoming call is included in the number of cases as a separate case. In addition, after the third response to the incoming call of the incoming call identification information “B”, if there is an incoming call but no response, the incoming call is not answered and is not counted as a response. Because it is thought that there was a request for inquiries at, it is counted in the number of cases.

  As described above, the number-of-cases calculation unit 12 includes the number of responses that are the number of incoming information that indicates that the incoming call has been answered among the incoming information within the period for which the number of cases is to be calculated, and the incoming call that has not been answered. The sum with the number of senders is calculated as the number of cases. Further, the number-of-cases calculation unit 12 calculates the number of incoming information stored in the incoming information storage unit 11 as the number of incoming calls, and calculates the number of incoming information that indicates that a response to the incoming call has been received as the number of responses. . In the example of FIG. 3, the number of incoming calls is 16, the number of responses is 5, and the number of cases is 7. At this time, the incoming call response rate, which is the ratio of the number of responses to the number of incoming calls, is expressed by (5 ÷ 16) and is about 31%. The case response rate, which is the ratio of the number of responses to the number of cases, is expressed by (5 ÷ 7) and is about 71%. The period for which the number of cases is calculated may be every year, month, or day, or may be an arbitrary period such as every specific time zone or every day of the week.

  Here, since the number-of-cases calculation unit 12 calculates the number of cases based on the incoming call number, the number of cases cannot be calculated for an incoming call that has not been answered among incoming calls with a non-notified incoming call number. Therefore, the number-of-cases calculation unit 12 sets the ratio between the number of cases calculated from the incoming information in which the incoming number is indicated as incoming identification information and the number of incoming calls that is the number of incoming information in which the incoming number is indicated as incoming identification information. Based on this, the number of cases corresponding to the number of incoming calls whose incoming call number is unknown in the incoming call identification information is calculated as the number of non-notified incoming cases. In this case, the number of non-notified cases is represented by the number of non-notified incoming calls × (number of notified cases / number of incoming notifications). For example, in the example of FIG. 3, among the incoming information stored in the incoming information storage unit 11, the number of cases in which the incoming number is indicated is 7 and the number of incoming cases in which the incoming number is indicated is 16. That is, the ratio between the number of cases and the number of incoming calls is 7:16. Therefore, based on this ratio, the number of cases included in the non-notified incoming call whose caller is unknown is calculated. For example, if the number of incoming calls whose sender is unknown is 10, the number of cases included in the incoming call is calculated as 10 × (7/16) = 4.375.

  Further, the number-of-cases calculation unit 12 calculates the number of cases calculated from the incoming information in which the incoming number is indicated as incoming identification information and the number of responses calculated from the incoming information in which the incoming number is indicated as incoming identification information. Based on the ratio, the number of cases may be calculated according to the number of responses of incoming call information indicating that the incoming call identification number is unknown in the incoming call identification information. In this case, the number of non-notification cases is represented by the number of non-notification responses × (number of notification cases / number of notification responses). For example, in the example of FIG. 3, among the incoming information stored in the incoming information storage unit 11, the number of cases in which the incoming number is indicated is 7 and the number of responses in which the incoming number is indicated is 5. That is, the ratio between the number of cases and the number of responses is 7: 5. Therefore, based on this ratio, the number of cases included in the non-notified incoming call whose caller is unknown is calculated. For example, when the number of responses is 3 among incoming calls whose sender is unknown, the number of cases included in the incoming call is calculated as 3 × (7/5) = 4.2.

The input unit 13 is a device that accepts input from a user, and a mouse, a keyboard, or the like can be applied. For example, the input unit 13 receives input of information such as a redial rate, a redial interval, a processing time, and a number of cases, which are parameters for calculating the number of responses.
The redial rate calculation unit 14 reads the incoming call information stored in the incoming call information storage unit 11, and when the incoming call from the caller corresponding to the same incoming call identification information is not answered, the redial rate is calculated from the caller. The redial rate indicating the probability of receiving is calculated. The redial rate is expressed by (number of redials / number of non-responses). Here, the number of redials is the number redialed when the incoming call is not answered. The number of redials is the number of shaded cells in the example of FIG. The number of redials is represented by (number of incoming calls−number of cases). On the other hand, the number of non-responses is the number of incoming calls that have not been answered. The number of non-responses is the number of incoming calls indicated by “x” in the cell in the example of FIG. 3, and is 11 times. The non-response number is represented by (number of incoming calls−number of responses). If defined as described above, the redial rate is expressed by the following equation.
Redial rate = Number of redials / Number of non-responses = (Number of incoming calls-Number of cases) / (Number of incoming calls-Number of responses)

Here, assuming that the number of incoming calls is X, the number of cases is Y, the number of responses is A, and the redial rate is R, the redial rate R is expressed by the following equation (1).
R = (X−Y) / (X−A) (1)
The redial rate calculation unit 14 performs a redial rate calculation process for calculating the redial rate using the above equation (1), using the number of incoming calls, the number of cases, and the number of responses calculated by the case number calculation unit 12 as parameters.

  The parameter storage unit 15 stores parameters used by the response number calculation unit 16 to calculate the case response rate. The parameter storage unit 15 stores, for example, the number of incoming calls, the number of responses, the number of cases calculated by the case number calculation unit 12, the redial rate calculated by the redial rate calculation unit 14, and the like. In addition, information such as a redial rate, a redial interval, a processing time, and the number of cases input from the user to the input unit 13 is temporarily stored.

The response number calculation unit 16 performs response number calculation processing for calculating the number of responses in which the ratio of the number of responses to the number of incoming calls to the call center exceeds the target response rate based on the number of cases, the target response rate, and the redial rate. . Hereinafter, the calculation formula used for the response number calculation process performed by the response number calculation unit 16 will be described. First, the following formula (2) indicating the number of cases Y is obtained based on the above formula (1).
Y = RA + (1-R) X (2)

According to the above formula (2), it is possible to estimate and calculate the number of cases Y based on the redial rate R, the number of incoming calls X and the number of responses A obtained from past incoming call information.
Here, the incoming call response rate x, which is the ratio of the number of responses to the number of incoming calls, is expressed by the following equation.
Incoming call response rate x = number of responses A / number of incoming calls X
Further, the following number of equations (3) based on the above equation (2) makes it possible to calculate the number of responses required when an arbitrary incoming response rate x is set as the target response rate.
A = Yx / (Rx−R + 1) (3)

The response number calculation unit 16 calculates the number of responses by the above equation (3) based on the number of incoming calls stored in the parameter storage unit 15, the number of cases, the redial rate, and the target response rate input from the user. To do.
Next, the response number calculation unit 16 determines the number of operators, the number of incoming calls within a certain period, and a fixed number based on the Erlang B formula that represents the relationship between the number of incoming calls and the call loss rate P indicating the probability that the incoming call will not be answered. An incoming call response rate indicating the number of responses to the number of incoming calls according to an arbitrary number of operators is calculated by a calculation formula indicating the relationship between the number of cases within the period, the number of possible responses within a certain period, and the redial rate. Hereinafter, calculation formulas used by the response number calculation unit 16 will be described. Here, the number of incoming calls (the number of incoming calls per unit time ÷ the number of possible responses per unit time) is U. The number of possible responses per unit time is represented by (N ÷ Ts) where Ts is the call time and N is the number of operators. As described above, the response number calculation unit 16 calculates the number of possible responses per unit time for obtaining the number of incoming calls U based on the processing time per case of one operator, and stores it in the parameter storage unit 15. At this time, the relationship between the number of incoming calls U and the call loss rate P is expressed by the following equation (4) using the Erlang B equation in the queue theory.

However, the above equation (4) is a model on the assumption that there is no incoming call again when there is no response to the incoming call. That is, it is not considered that the number of incoming calls increases due to redialing when there is no response to the incoming call. For example, as shown in FIG. 4, the number of incoming calls U within a certain period includes the first incoming call U ₁ for a certain case, the second incoming call U ₂ ,... It contains a certain _{U n.} Here, out of the first number of incoming calls U ₁ , U ₁ × (1-P) incoming calls are answered, but U ₁ × P incoming calls are not answered. Of U ₁ × P incoming calls that have not been answered, it is considered that there is a re-incoming call (redial) at a certain rate. At this time, assuming that the redial rate is R, the number of re-incoming calls for the same case out of the first number of incoming calls U ₁ within a certain period can be expressed as U ₁ × P × R. Thus, considering that the incoming calls increase at a certain rate due to the fact that the incoming calls are not answered, the number of incoming calls U is expressed by the following equation (5).

Here, U ₁ is (the first number of incoming calls per unit time / the number of possible responses per unit time). The first number of incoming calls is the number of first incoming calls from the same sender, and is the same number as the number of cases. From the above formula (4) and the above formula (5), the following formula (6) representing the relationship among the number of cases (first number of incoming calls) U ₁ , the number of incoming calls U, the number of operators N, and the redial rate R can be obtained. .

  As described above, the case response rate calculation unit 16 uses the Erlang B formula, the number of operators, the number of possible responses, the number of incoming calls per unit time, the number of cases per unit time, and the redial rate. From (6), the number of responses corresponding to the number of arbitrary operators is calculated. Further, the case response rate calculation unit 16 may calculate the case response rate, the incoming call response rate, and the like based on the number of responses.

  FIG. 5 is a diagram illustrating an example of an operator number calculation screen displayed on the display unit 17 by the response number calculation unit 16. Here, the display unit 17 is a display provided in the response number calculation apparatus 10. In the area of FIG. 5A, input areas for the redial rate, the redial interval, the processing time, and the number of cases are displayed. In this way, in addition to the redial rate and the number of cases, information such as the redial interval and the processing time per response may be received as parameters to calculate the response rate.

A “calculation” button is displayed in the area (c) of FIG. 5, and when pressed, the response number calculation unit 16 starts a response rate calculation process based on the information input in the area (a). . In the area (b), the processing result of the calculation process by the response number calculation unit 16 is displayed. Here, for each number of operators (agents) determined based on the information input in (a), a case response rate, an incoming response rate, a load rate, an incoming call count, a response count according to the number of operators, The operating rate is calculated and displayed in association with it. In the area (d), each value displayed in the area (b) is displayed as a graph. Here, the response number calculation unit 16 calculates the redial rate (R) input in the area (a), the number of cases (U ₁ ), and the number of operators N (for example, 1 to 50) within a predetermined range. Here, the upper limit value of the determined range is the upper limit value for calculating the number of responses, for example, the number of operators that can be secured), and the incoming call by the above formula (6) The number U is calculated. The response number calculation unit 16 calculates the number of responses based on the number of operators N and the input processing time. Furthermore, the response number calculating section 16, and the calculated number of responses, the number of transactions U ₁ or incoming number U inputted, calculates the opportunity response rate or incoming response rate. The user refers to the graph displayed in the area (d), confirms the transition of the response rate of the case response rate or the incoming response rate according to the number of operators, and determines the number of operators according to the optimum response rate. be able to.

  Next, with reference to FIG. 6, an operation example in which the response number calculating apparatus 10 according to the present invention calculates the number of operators will be described. First, the number-of-cases calculation unit 12 reads the incoming information stored in the incoming information storage unit 11 (step S10), and performs a process of calculating the number of cases according to the read incoming information (step S20). FIG. 7 is a flowchart illustrating an example of the number-of-cases calculation process performed by the number-of-cases calculation unit 12. The number-of-cases calculation unit 12 first sorts the incoming call information read from the incoming call information storage unit 11 in the descending order of the incoming call identification information (telephone number) and the incoming call time in descending order (step S21). For example, the incoming information as shown in FIG. 2 is sorted in the order of telephone number and incoming time, and rearranged as shown in FIG. Then, a variable for counting the number of cases is initialized and reset (step S22).

  In addition, the value of the first line of the incoming information that is the target for calculating the number of cases is input to the variable indicating the line number to be processed (step S23). The number-of-cases calculation unit 12 determines whether or not the telephone number (incoming identification information) in the line corresponding to the line number to be processed is the same as the upper line (step S24). Here, if the telephone number to be processed is not the same as the above line (step S24: No), the process proceeds to step S26, and the variable for counting the number of cases is incremented (step S26). On the other hand, if the telephone number to be processed is the same as the upper line in step S24 (step S24: Yes), it is determined whether or not the upper line is a call (step S25). Here, whether or not the upper line is a call can be determined based on whether the operator name or “Busy” is stored in the responder name item on the upper line.

  If the upper line is a call (step S25: Yes), the process proceeds to step S26. If the upper line is not a call (step S25: No), the variable for counting the line number is incremented (step S27). Then, the number-of-cases calculation unit 12 determines whether there is incoming information data in the line corresponding to the incremented line number (step S28), and if there is, returns to the process of step S24 (step S28: Yes), If not, the process ends (step S28: No). The number-of-cases calculation unit 12 outputs the value of the count variable of the number of cases at the end of processing as the number of cases. The number of cases calculated by the case number calculation unit 12 may be stored in the parameter storage unit 15 or may be displayed on the display unit 17.

  Then, the input unit 13 receives input of parameter information such as a redial rate, a redial interval, a processing time, and the number of cases from the user (step S30). The input parameter information is temporarily stored in the parameter storage unit 15. Then, the response number calculation unit 16 calculates values such as a case response rate and an incoming call response rate by the above formula (6) according to each parameter stored in the parameter storage unit 15, and the result is shown in FIG. The shown table and the graph shown in (d) are displayed on the display unit 17. The user can determine the optimum number of operators according to the target response rate from the displayed table and graph.

FIG. 9 shows another example of the number of cases calculated by the number-of-cases calculation unit 12 according to this embodiment. In this example, for example, a case from the telephone number “03 ****** 1” is counted as one case, and a case from the telephone number “03 ****** 3” is counted as three cases. An example is shown.
FIG. 10 is a diagram illustrating a relationship between the number of responses calculated based on the number of cases by the calculation method according to the present embodiment and the number of responses actually measured. As described above, according to the calculation formula based on the number of cases as in the present embodiment, the error fluctuation is small and the error rate is in the vicinity of 0%, so the relationship between the values can be predicted almost accurately. I understand that.

  FIG. 11 is an example in which the actual value of the redial rate is measured and graphed in relation to the number of cases. FIG. 11 shows that the redial rate is almost constant regardless of the increase or decrease in the number of cases. For this reason, as the redial rate used by the response number calculation unit 16 as a parameter for calculating the response number, the redial rate calculated from the incoming information stored in the incoming information storage unit 11 may be used. It is considered that there is no large error in the value of. For this reason, the redial rate may be a predetermined constant value (for example, a value in the vicinity of 90% obtained from FIG. 11), or a value input by the user may be applied.

  As described above, according to the present invention, in order to calculate the response rate according to the number of cases that accurately indicate the demand for responses, compared to the conventional method of calculating the number of responses using the number of incoming calls and the number of responses as parameters, It is possible to calculate a more accurate response rate and calculate the optimum number of operators according to the response rate. In addition, when calculating the response rate based on the number of cases, a more accurate response rate is calculated because an unanswered incoming call is calculated using a calculation formula that takes into account that there is a second incoming call (redial). It is possible.

  In this way, the number of cases corresponds to the number of inquiries from the customer to the call center regardless of the increase in the number of incoming calls due to receiving redial calls when there is an unanswered call. By calculating the response rate, it is possible to more accurately calculate the number of operators required to respond to an incoming call. In other words, if the number of operators is determined by focusing only on the number of incoming calls, the number of incoming calls will increase due to redialing despite the same requirements, and it is the number of requirements actually required by customers. Not exclusively. For this reason, it is not always appropriate to determine the number of operators based only on the number of incoming calls. If attention is paid only to the response rate, the response rate fluctuates when an operator who is supposed to be in charge cannot be in charge (absent) or when an unfamiliar operator is in charge. For this reason, it is not always appropriate to determine the number of operators based on the response rate. Also, the response rate is not necessarily directly related to the number of customer requirements. Therefore, in the above-described embodiment, the number of operators is determined based on customer requirements, that is, the number of cases. This makes it possible to determine the number of operators required more accurately than in the past. When considering the ability of the operator, the number of operators considering the ability can be obtained by changing the number of respondable units per unit time.

  Note that the number of responses is calculated by recording a program for realizing the function of the processing unit in the present invention on a computer-readable recording medium, causing the computer system to read and execute the program recorded on the recording medium. May be performed. Here, the “computer system” includes an OS and hardware such as peripheral devices. The “computer system” includes a WWW system having a homepage providing environment (or display environment). The “computer-readable recording medium” refers to a storage device such as a flexible medium, a magneto-optical disk, a portable medium such as a ROM and a CD-ROM, and a hard disk incorporated in a computer system. Further, the “computer-readable recording medium” refers to a volatile memory (RAM) in a computer system that becomes a server or a client when a program is transmitted via a network such as the Internet or a communication line such as a telephone line. In addition, those holding programs for a certain period of time are also included.

  The program may be transmitted from a computer system storing the program in a storage device or the like to another computer system via a transmission medium or by a transmission wave in the transmission medium. Here, the “transmission medium” for transmitting the program refers to a medium having a function of transmitting information, such as a network (communication network) such as the Internet or a communication line (communication line) such as a telephone line. The program may be for realizing a part of the functions described above. Furthermore, what can implement | achieve the function mentioned above in combination with the program already recorded on the computer system, and what is called a difference file (difference program) may be sufficient.

It is a block diagram which shows the structural example of the response number calculation apparatus by one Embodiment of this invention. It is a figure which shows the example of data of the incoming call information memorize | stored in the incoming call information storage part by one Embodiment of this invention. It is a figure which shows the concept of the number of cases by one Embodiment of this invention. It is a figure which shows the relationship between the number of incoming calls and redial by one Embodiment of this invention. It is a figure which shows the example of a screen displayed on a display part by one Embodiment of this invention. It is a flowchart which shows the operation example of the response number calculation apparatus by one Embodiment of this invention. It is a flowchart which shows the operation example of the case number calculation process by one Embodiment of this invention. It is a figure which shows the example of data of the incoming call information sorted by one Embodiment of this invention. It is a figure which shows the concept which counts the number of cases from the incoming information sorted by one Embodiment of this invention. It is a graph which shows the comparison result of the response number calculated by one Embodiment of this invention, and the measured response number. It is a graph which shows the value of the measured redial value.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Response number calculation apparatus 11 Incoming information storage part 12 Case number calculation part 13 Input part 14 Redial rate calculation part 15 Parameter storage part 16 Response number calculation part 17 Display part

Claims (6)

Incoming call identification information for identifying an incoming caller of a call center that receives an incoming call, a plurality of incoming call information in which the incoming call arrival time and information indicating whether or not the incoming call is answered are stored in advance. An incoming call information storage unit;
Among the plurality of incoming information within a certain period, the number of responses of the incoming information indicating that the incoming call has been answered, and the number of the incoming call identification information of the incoming call that has not been answered within the certain period The number of cases calculation section that calculates the sum as the number of cases,
When the incoming call is not answered, a redial rate indicating the probability of receiving a re-incoming call from the caller having the same incoming call identification information as the incoming call, and an operator who responds to the incoming call from the call center has a predetermined unit time. A parameter storage unit that stores parameters such as the number of incoming calls indicating the number of incoming calls that can be answered,
Any number of the operators based on the Erlang B formula, the number of operators, the number of possible responses, the number of incoming calls per unit time, the number of cases per unit time, and the redial rate A response number calculation unit that calculates the number of responses according to
A display unit for displaying the number of responses calculated by the response number calculation unit;
A response number calculation apparatus comprising: Calculating a quotient of a first value obtained by subtracting the number of cases from the number of incoming calls stored in the incoming information storage unit and a second value obtained by subtracting the number of responses from the number of incoming calls; The response number calculation apparatus according to claim 1, further comprising: a redial rate calculation unit that stores the redial rate in the parameter storage unit. The number-of-cases calculation unit is the incoming information within the predetermined period, and the number of cases calculated from the incoming information in which the incoming number is indicated as the incoming identification information, and the incoming number as the incoming identification information. Based on a ratio with the number of incoming calls that is indicated, the number of incoming information of the incoming information that is the incoming information within the predetermined period and whose incoming call identification information indicates that the incoming call number is unknown The response number calculation device according to claim 1, wherein the number of cases corresponding to is calculated. The number-of-cases calculation unit is the incoming information within the predetermined period, and the number of cases calculated from the incoming information in which the incoming number is indicated as the incoming identification information, and the incoming number as the incoming identification information. Based on a ratio with the number of responses calculated from the received incoming call information, the incoming call information within the certain period of time and the incoming call identification information indicating that the incoming call identification number is unknown The number of cases according to the number of responses is calculated. The response number calculation device according to any one of claims 1 to 3, wherein the number of cases is calculated. Incoming call identification information for identifying an incoming caller of a call center that receives an incoming call, a plurality of incoming call information in which the incoming call arrival time and information indicating whether or not the incoming call is answered are stored in advance. An incoming call information storage unit, a redial rate indicating a probability of receiving another incoming call from the caller having the same incoming call identification information as the incoming call when the incoming call is not answered, and an operator responding to the incoming call at the call center A response number calculation device including a parameter storage unit that stores a parameter of a response possible number indicating the number of incoming calls that can be answered per unit time, and a display unit,
Among the plurality of incoming information within a certain period, the number of responses of the incoming information indicating that the incoming call has been answered, and the number of the incoming call identification information of the incoming call that has not been answered within the certain period Calculating the sum as the number of cases;
Any number of the operators based on the Erlang B formula, the number of operators, the number of possible responses, the number of incoming calls per unit time, the number of cases per unit time, and the redial rate Calculating the number of responses according to
Displaying the calculated number of responses;
A method for calculating the number of responses. Incoming call identification information for identifying an incoming caller of a call center that receives an incoming call, a plurality of incoming call information in which the incoming call arrival time and information indicating whether or not the incoming call is answered are stored in advance. An incoming call information storage unit, a redial rate indicating a probability of receiving another incoming call from the caller having the same incoming call identification information as the incoming call when the incoming call is not answered, and an operator responding to the incoming call at the call center A computer for a response number calculation device including a parameter storage unit that stores a parameter of a response possible number indicating the number of incoming calls that can be answered per unit time, and a display unit;
Among the plurality of incoming information within a certain period, the number of responses of the incoming information indicating that the incoming call has been answered, and the number of the incoming call identification information of the incoming call that has not been answered within the certain period Calculating the sum as the number of cases;
Any number of the operators based on the Erlang B formula, the number of operators, the number of possible responses, the number of incoming calls per unit time, the number of cases per unit time, and the redial rate Calculating the number of responses according to
Displaying the calculated number of responses;
Response number calculation program that executes

Images