JP2012015631A - Contact center system and control method therefor - Google Patents

Abstract

PROBLEM TO BE SOLVED: To add a customer executing voice diagnosis in operator off-business hours preferentially to a waiting queue.SOLUTION: A contact center system 100 includes: IVR control means 101 for connecting a call connection to the voice diagnosis by automatic voice response; waiting queue control means 103 for adding the call connection to the operator to a waiting queue 104; voice diagnosis control means 102 for executing the voice diagnosis to the call connection; and if the voice diagnosis is completed while the waiting queue 104 does not work, preferential connection information issue means 106 for issuing information for preferential connection, namely, information that includes information indicating that the call connection has executed the voice diagnosis. When a call connection is repeated (from the same customer), the repeated call connection is preferentially added to the waiting queue 104, based on the issued information for preferential connection.

Description

  The present invention relates to a contact center system and a control method thereof, and more particularly, to a technique for appropriately controlling a connection queue to an operator.

  2. Description of the Related Art Conventionally, a call center (hereinafter, basically referred to as a “contact center”) in which a large number of lines are connected via a public telephone network and an operator answers the telephone is known. In the technical field of call centers (contact centers), various inventions have been proposed in order to eliminate customer discomfort due to congestion caused by concentration of calls.

  In Patent Document 1, a priority ticket is issued to a customer who has not been connected to the operator for the purpose of reducing the labor of each customer due to the congestion of the call center without increasing the number of operators, It is described that priority is given to connection. More specifically, for example, referring to paragraph 0036 and the like, it is described that an operator terminal for priority connection is prepared and a re-call from a customer is connected thereto.

  Patent Document 2 describes that a call history with a customer is stored, and a call history stored in an operator's terminal is transmitted when the customer calls again.

JP 2004-297612 A JP 2008-153897 A

  There are various types of consultation that can be sent to the contact center. However, there are consultation contents that can be solved quickly depending on the past know-how of the operator. In order to efficiently deal with such consultation contents, it has been conventionally practiced to introduce voice diagnosis based on an automatic voice response (hereinafter referred to as Interactive Voice Response: IVR) to a contact center.

  The voice diagnosis based on IVR is a system that sends a question that can be answered with Yes / No by an automatic voice to a customer's call or a guidance that prompts a user to perform a predetermined operation. Here, the predetermined operation is, for example, restarting the personal computer or reinserting the device driver.

  While voice diagnosis using IVR contributes to cost reduction of the contact center, there is a risk that it may lead to a decrease in customer satisfaction. For example, even if a customer has accessed the contact center at the same time, the voice diagnosis has been completed until the end, but the problem has not been solved and the customer is waiting to connect to the operator. For customers who have been waiting for connection, the latter is more likely to be connected to the operator faster because they are queued more quickly in the queue waiting for connection to the operator. From the viewpoint of customer satisfaction, it is desirable to connect the former quickly.

In view of this, a technology that puts a queue in which a customer who has performed voice diagnosis to a certain degree of priority is conceived and implemented.
However, even such a contact center has the following problems.

  Due to the labor cost of the operator, the contact center that is assumed to be connected to the operator sets the business hours, but there is a need to advance the voice diagnosis to some extent even outside the business hours. Operations that take time, such as reinserting device drivers or restoring the system, should be done outside of the contact center business hours, and if communication with the operator is ultimately needed, the customer can call again during business hours. Convenient for.

  However, if it is within business hours, customers who have performed voice diagnosis to some extent can be given priority in the queue, but customers who have performed voice diagnosis outside business hours and revisited during business hours may be given priority. Can not.

  Therefore, even if the 24-hour contact center that allows voice diagnosis to be executed even outside the operator's business hours is advanced, the voice diagnosis is performed outside the business hours as described above, There was a risk that customer satisfaction could not be met, and conversely, customer satisfaction was impaired.

  In view of the above circumstances, the present invention provides a contact center system capable of preferentially adding a customer who has performed voice diagnosis outside the operator's business hours to the queue to the operator, and a control method therefor. With the goal.

  To achieve the above object, the present invention provides, as a first aspect, an automatic voice response control means for connecting a call connection to voice diagnosis by automatic voice response, and a queue control means for adding a call connection to an operator to a queue. Voice diagnostic control means for performing voice diagnosis with the call connection, and information indicating that the call connection has executed the voice diagnosis when the voice diagnosis is completed when the queue is not operating. Priority connection information issuing means for issuing information for priority connection, which is included information, and the automatic voice response control means issues information for priority connection when call connection is made again. If the information for the priority connection is issued, the queue control means preferentially performs the call connection made again based on the issued information for the priority connection. Characterized in that added to the serial queue is to provide a contact center system.

  According to a second aspect of the present invention, as a second aspect, an automatic response step of connecting a call connection to a voice diagnosis by an automatic voice response, a voice diagnosis step of executing a voice diagnosis of the call connection, and a connection queue to an operator When the voice diagnosis step ends when the voice connection is not in operation, a priority connection information issuance step for issuing information for priority connection that is information including information indicating that the call connection has performed the voice diagnosis; Checking whether information for the priority connection is issued when call connection is made again, and based on the information for the priority connection when the information for priority connection is issued And a queue control step for preferentially adding the re-established call connection to the queue. A method for controlling a contact center system is provided. It is intended.

  ADVANTAGE OF THE INVENTION According to this invention, it becomes possible to provide the contact center system and its control method which can add the customer who performed voice diagnosis outside the operator's business hours to the queue to an operator preferentially.

It is a block diagram which shows the structure of embodiment by this invention. It is a conceptual diagram for demonstrating the outline of the automatic voice response by the IVR control means 101 of FIG. 3 is a flowchart showing a procedure of IVR control processing by the contact center system 100 of FIG. 1. It is a figure for demonstrating management of the queue of the modification of the said embodiment. It is a figure for demonstrating changing the point provided by the step experienced by the audio diagnosis of the modification of the said embodiment.

  Hereinafter, embodiments of the present invention will be described. Although the present embodiment is an embodiment in which the present invention is applied to a contact center for performing guidance on how to receive a failure or repair of a personal computer and how to use it, this is an example for explanation and is not limited to this. .

FIG. 1 shows the configuration of this embodiment.
The contact center system 100 according to this embodiment accepts a call by connecting a line with a customer telephone terminal via the exchange 110 and the public network 120. The contact center system 100 may be a system composed of a plurality of servers, for example, and may include an operator terminal or an exchange 110.

  The contact center system 100 includes an IVR control unit 101, a voice diagnosis control unit 102, a queue control unit 103, a voice file 105, and a priority connection information issuing unit 106.

  The IVR control means 101 accepts all calls once (in this embodiment) and passes control to the voice diagnosis control means 102 or queues the queue 104 in response to an input by the customer using the customer telephone terminal. Or if there is information for preferential connection, control whether to preferentially queue the queue. IVR is an abbreviation for Interactive Voice Response and is an automatic voice response.

The outline of the automatic voice response by the IVR control unit 101 will be described with reference to FIG.
In FIG. 2, the flow of arrows indicates what kind of processing the customer's telephone (call) is connected to. Customers' telephone calls are classified into those that can be resolved by voice diagnosis depending on the content of the consultation, and others. The former gives control to the voice diagnosis control means 102. The latter queues to queue 104.

Refer to FIG. 1 again.
The IVR control means 101 first checks whether or not the customer holds information for priority connection before the control as shown in FIG. The information for priority connection is information including at least information indicating that a certain customer has performed voice diagnosis. In the present embodiment, the information for priority connection is specifically realized by a several-digit number (which may include a sharp or an asterisk) that the customer inputs. Therefore, the process to check whether or not information for priority connection is held is, for example, voice guidance such as “If you have already completed the voice diagnosis, please enter the x-digit number that was given at the end of the diagnosis”. Next, it is a process for acquiring whether or not there is an input, and if so, the input number.

  When the information for priority connection is input, the IVR control unit 101 passes the processing to the queue control unit 103 together with the information for priority connection.

  The voice diagnosis control means 102 sends a question that can be answered with Yes / No by automatic voice to the customer's call, or gives guidance prompting to perform a predetermined operation. Here, the predetermined operation refers to, for example, restarting a personal computer or reinserting a device driver (referring to reinstallation or the like). As described above, the voice diagnosis includes a plurality of steps indicated by “question” and “operation” in FIG.

  The voice diagnosis control means 102 sequentially refers to the voice file 105 and returns a response voice to the customer telephone terminal in order to make an automatic voice response. The audio file 105 is an audio file database.

  The contact center system 100 operates for 24 hours. The voice diagnosis control means 102 is also operated for 24 hours and executes voice diagnosis. On the other hand, the operator has business hours, and the queue control means 103 does not perform processing for adding a queue to the queue 104 outside the operator's business hours.

  Further, when the voice diagnosis control means 102 connects the customer's telephone (call) to the operator as a result of the voice diagnosis, the call control means 103 executes the voice diagnosis for the queue control means 103 during the business hours of the operator. In addition, processing is passed along with information including the number of steps at which voice diagnosis has been executed. Outside the business hours of the operator, processing is passed to the priority connection information issuing means 106 together with information including the fact that the call has been subjected to voice diagnosis and the number of steps where the voice diagnosis has been executed.

  As a result of the voice diagnosis, there is a case where it is not necessary to connect the customer's telephone (call) to the operator (for example, the problem is solved by the voice diagnosis).

  The queue control means 103 is means for controlling the order of the queue 104 in the queue connected to the operator terminal. Here, various forms of the queue 104 can be used. In the present embodiment, as a specific mode of the queue 104, a mode in which the queue 104 is realized by managing each call with a waiting time in seconds is used.

  To manage each call with waiting time, the queue control means 103 indicates that the waiting time for call 1 is s1 seconds, the waiting time for call 2 is s2 seconds,..., And the waiting time for call n is sn seconds. The longer the waiting time, the sooner the operator is connected.

  The priority connection information issuing unit 106 receives information from the voice diagnosis control unit 102 that the voice diagnosis has been executed outside the business hours of the operator and the information including the number of steps executed in the voice diagnosis. The information for the priority connection according to is issued.

  The information for priority connection is information including at least information indicating that a certain customer has performed voice diagnosis. In the present embodiment, the information for priority connection is specifically a number of several digits composed of a sharp, an asterisk, or a number. The information for priority connection is stored in the priority connection information issuing means 106 in association with information such as the date and time when the voice diagnosis is executed and the number of steps executed.

  When the priority connection information issuing unit 106 receives an inquiry about information for priority connection from the queue control unit 103, the priority connection information issuing unit 106 receives information such as the date and time when the voice diagnosis is executed, the number of steps executed, that is, the queue 104. Returns information for prioritizing the queue.

FIG. 3 shows a procedure of IVR control processing by the contact center system 100.
The IVR control process is executed when the contact center system 100 receives a call connection from the exchange 110.

  First, the IVR control unit 101 checks whether information for priority connection is issued for the connected call connection (step S101). When information for priority connection is issued, the queue control means 103 performs control to change the priority based on the information for priority connection and to arrange the call connection in the queue 104 (step). S108). From the viewpoint of the customer, priority is given based on information for priority connection, and the queue 104 is arranged.

  If there is no information for priority connection, the IVR control means 101 checks whether or not to execute voice diagnosis by inquiring, and if so, connects the call connection to the voice diagnosis (step S102). If not executed, they are queued without priority (step S103).

  The voice diagnosis control means 102 executes voice diagnosis with call connection (step S104). In some cases, customer consultation or the like may be completed only by voice diagnosis, but it is omitted in FIG.

  The voice diagnosis control unit 102 determines whether or not the queue 104 is in operation at the end of the voice diagnosis (step S105). In addition, when it is in operation, it is within the operator business hours, and when it is not in operation, it may be out of business hours, but the determination of whether it is in operation is not limited to business hours.

  When in operation, the queue control means 103 performs control to place the call connection in the queue 104 by changing the priority based on the fact that the call connection has executed voice diagnosis and the number of steps executed. (Step S106). From the customer's point of view, they are placed in the queue 104 with priority given by the execution of the voice diagnosis.

  When not in operation, the priority connection information issuing unit 106 issues information for priority connection, which is information including information on the fact that the call connection has performed voice diagnosis and the number of steps executed (step S107). It is seen in the explanation of step S108 that the information for priority connection issued here is referred to at the time of the call connection made again and receives priority based on this information and is placed in the queue 104. It is as follows.

  According to the present embodiment described above, it is possible to preferentially add a customer who has performed voice diagnosis outside the operator's business hours to the queue for the operator.

  In the present embodiment, the information for priority connection is specifically a number of several digits (including sharps and asterisks) that can be input by a general telephone terminal. For this reason, the customer can use telephone terminals having different telephone numbers (for example, a mobile phone and a fixed telephone at home) at the time of voice diagnosis and at the time of resumption. This is, for example, compared to a method in which the caller ID notification is used to store the caller ID of the telephone terminal of the call connection, and the voice diagnosis or the communication with the contact center is resumed by identifying the call again. Can increase the degree of freedom of customers.

A modification of the above embodiment will be described.
In the above embodiment, the long queue control means 103 manages each call by the waiting time. On the other hand, as described below, a configuration in which management is performed at points given to each call is also effective.

FIG. 4 is a diagram for explaining queue management according to this modification.
As shown in FIG. 4 (a), for example, if there are 10 points (call 1), 50 points (call 2) and 100 points (call 3) in the queue 104, there is a 70 point call. When (call 4) is accepted, the queue control means 103 controls to place the call 4 in the queue after the call 3 and before the call 2 (FIG. 4 (b)).
In this modification, the more points, the higher priority is given to the connection with the operator terminal.

  Note that step S108 in FIG. 3 is a process for controlling the queued calls to be connected to the queue 104 by changing the priority based on the information for priority connection. Specifically, the change is as described with reference to FIG.

  Further, the points given to each call may be increased after a unit time. FIG. 4 (c) shows an example in which 10 points are given to each call after the unit time has passed from the state of (b).

  Moreover, in this modification, you may change the point provided according to the question answered in the audio diagnosis, operation performed, etc. FIG. FIG. 5 is a diagram for explaining changing the points to be given according to the steps experienced in the voice diagnosis.

  As shown in FIG. 5, a voice connection is selected for a call connection that is desired to establish a call connection directly with an operator terminal without experiencing voice diagnosis. A total of 35 points are given to the call connection that has been waiting for establishment of the call connection with the operator terminal after 1 ”and“ operation 2 ”(because the problem still cannot be solved). Similarly, a total of 65 points is given to the call connection that has advanced to “question 1”, “operation 3”, and “operation 4”. When the voice diagnosis is finished, 30 points may be given uniformly.

  Here, the point given according to the kind of step is changed in this modification, so that operation 1 is 10 points and operation 3 is 50 points. This is to change the points to be given in accordance with the difficulty level of the completed step and the time required for completing the step (for example, the maximum setup is given because it takes time). Thus, customer satisfaction can be improved by changing the points to be given according to the type of step.

DESCRIPTION OF SYMBOLS 100 Contact center system 101 IVR control means 102 Voice diagnostic control means 103 Queue control means 104 Queue 105 Voice file 106 Priority connection information issuing means

Claims (5)

  In order to preferentially add a call connection that has performed voice diagnosis with automatic voice response when the operator's connection queue is not in operation to the queue when a call is made again when it is in operation, A contact center system which issues information for priority connection to the call connection. Automatic voice response control means for connecting call connection to voice diagnosis by automatic voice response;
A queue control means for adding a call connection to the operator to the queue;
Voice diagnosis control means for executing voice diagnosis with the call connection;
Priority connection information issuing means for issuing information for priority connection, which is information including information indicating that the call connection has executed the voice diagnosis when the voice diagnosis ends when the queue is not operating When,
Have
The automatic voice response control means examines whether information for the priority connection is issued when a call connection is made again,
When the information for the priority connection has been issued, the queue control means preferentially adds the re-established call connection to the queue based on the issued information for the priority connection. Characterized by the
Contact center system. The information for the priority connection includes information on the number of diagnostic steps executed in the voice diagnosis,
The queue control means changes priority based on information on the number of diagnostic steps when the call connection made again is preferentially added to the queue.
The contact center system according to claim 2. The queue control means changes the priority higher as the number of the diagnostic steps is larger,
The contact center system according to claim 3. An automatic answering step for connecting the call connection to voice diagnosis by automatic voice response;
A voice diagnosis step of performing voice diagnosis with the call connection;
Priority for issuing information for priority connection, which is information including information indicating that the call connection has executed the voice diagnosis when the voice diagnosis step ends when the connection queue to the operator is not operating A connection information issuing step;
Checking if information for the priority connection is issued when the call connection is made again;
A queue control step for preferentially adding the re-established call connection to the queue based on the information for the priority connection when the information for the priority connection is issued;
Including,
Contact center system control method.

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