JP2012049756A - Home call center system and home call answer method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To prevent unjust customer response due to a third party impersonating a normal operator at a home call center.SOLUTION: A home call center system comprises: a telephone set 3 used by a customer; multiple home call centers 20 which have an IP telephone set 22 and a terminal machine for operator 30 respectively operated by an operator 21 and are scattered at multiple places; and a call center 1 having a call center server 10 and a voiceprint authentication device 14. The call center server 10 receives a communication request from the telephone set 3 to conduct voice guidance. Simultaneously, the call center server 10 selects one of the multiple home call centers 20 to communicate with the IP telephone set 22 and the terminal machine for operator 30 in order to receive voice information. The authentication of the voice information is requested of the voice authentication device 14 to conduct identity authentication of the operator 21. When the authentication is completed, the telephone set 3 and the IP telephone set 22 are connected to allow for a conversation.

Description

  The present invention relates to a home call center system and a home call response method for receiving telephone calls from users and responding to various inquiries by a satellite office or a telecommuting operator.

  Conventionally, in order to respond to inquiries by telephone from users or to perform marketing by telephone such as new customer development, various enterprises have established a call center that specializes in telephone correspondence operations. There are also companies that specialize in call center operations. The call center is also called a contact center, but hereinafter, the name of the call center is used.

  Call center operations can be broadly divided into two types: inbound to receive calls from users, and outbound to call general consumers from the company side, such as developing new customers. In either case, it is necessary to deeply link the information system such as the product information database and the customer information database with the telephone system.

  Conventionally, many call centers have been concentrated in order to handle calls from multiple users at the same time. However, many call centers are located in local cities for reasons such as securing human resources and reducing wage costs. Is installed. Furthermore, from the viewpoint of securing human resources, a home call center system has emerged in which call center functions are distributed to satellite offices or at home, and an operator handles users at home or the like.

  FIG. 11 is a configuration diagram showing an outline of a conventional home call center system.

  In a conventional home call center system, a call center server 61 having an automatic voice response function and an incoming call automatic distribution function is installed in the call center 60. The call center server 61 is configured to be able to communicate with the fixed telephone 3 via the public telephone line network 2.

  Further, the call center server 61 is connected to a plurality of IP (Internet Protocol) telephones 72 (= 72-1,...) Of a plurality of home call centers 70 (= 70-1, 70-2,...) Via the Internet 4, for example. 72-2 ...) and a plurality of operator terminals 73 (= 73-1, 73-2, ...) are communicably connected.

  The IP telephone 72 is a telephone using a VoIP (Voice over Internet Protocol) technology, and is configured to encode and compress voice, convert it into a packet, and transmit it.

  In general, in the home call center system, when each operator 71 (= 71-1, 71-2,...) Starts a call center operation, an operator ID (= operator identification number) and password are entered from the operator terminal 73. Configured to log on. The operator 71 is authenticated by this logon.

  Such technologies relating to the home call center system are described in, for example, the following Patent Documents 1 to 3.

  Patent Document 1 describes a technique of an operator support system for determining at least one state of an operator working at home or the like during response, waiting for a response, leaving a seat, or logging off.

  Patent Document 2 describes a technique for automatically notifying an administrator at a remote place of a poor physical condition of an operator at a home call center or a malfunction of a dialog with a user.

  Patent Document 3 describes a technique that uses a biometric authentication device for operator authentication.

JP 2002-77403 A JP 2004-252668 A JP 2006-126976 A

  However, the authentication means of the operator 71 in the conventional home call center system is generally a method in which the operator 71 inputs the operator ID and password when logging on from the operator terminal 73. Instead of the logon operation using the operator ID and password, biometric authentication technology based on fingerprints or veins can be applied to authenticate the operator 71. In this case, the load on the operator 71 can be reduced.

  Since these methods are carried out at the start of the business in the operator terminal 73, once the business is started, it is possible to operate even if it is not the person until the user is logged off. For this reason, there is a problem that information is leaked to a third party, and unauthorized users are dealt with by impersonation of a third party other than an authorized operator.

  A home call center system according to a first aspect of the present invention includes a plurality of home call centers each having a terminal having a voice communication function operated by an operator, and distributed at a plurality of bases. A first automatic voice response device for receiving a communication request from the user's user telephone and transmitting voice guidance to the user telephone;

  Further, based on the communication request or the selection update request, an incoming call distribution processing unit that selects any one of the plurality of home call centers, and the terminal in the selected home call center, The biometric information transmitted from the terminal is received to authenticate the operator, and when the authentication is established, the user telephone and the terminal are connected to enable a call. When the authentication is not established, the incoming call is received. And a first operator authentication connection unit that makes the selection update request to the call distribution processing unit.

  A home call center system according to a second aspect of the invention includes a plurality of home call centers each having a terminal having a voice communication function operated by an operator, distributed at a plurality of bases, and users of call center users. A communication request is received from the telephone and communicated with the user telephone. The voice transmitted from the user telephone is received to authenticate the user. When authentication is established, the communication with the user telephone is performed. A second automatic voice response device that maintains a callable state and blocks the callable state with the user telephone when authentication is not established;

  Further, based on the communication request or the selection update request, an incoming call distribution processing unit that selects any one of the plurality of home call centers, and the terminal in the selected home call center, The biometric information transmitted from the terminal is received to authenticate the operator, and when the authentication is established, the user telephone and the terminal are connected to enable a call. When the authentication is not established, the incoming call is received. And a first operator authentication connection unit that makes the selection update request to the call distribution processing unit.

  A home call center system according to a third aspect of the invention includes a plurality of home call centers each having a terminal having a voice communication function operated by an operator, distributed at a plurality of bases, and users of call center users. And a first automatic voice response device that receives a communication request from a telephone and transmits a voice guidance to the user telephone.

  In addition, the incoming call distribution processing unit for selecting any one of the plurality of home call centers based on the communication request or the selection update request, the user telephone and the terminal are connected to enable a call. And authenticating a part of the voice uttered by the operator to authenticate the person. When the authentication is established, the call ready state is continued. When the authentication is not established, the call ready state is interrupted and the incoming call is interrupted. And a second operator authentication connection unit that makes the selection update request to the distribution processing unit.

  A home call method according to a fourth aspect of the present invention includes a plurality of home call centers each having a terminal having a voice communication function operated by an operator, distributed at a plurality of bases, and users of call center users. A home call response method using a telephone and a call center server that connects the plurality of home call centers.

  The call center server receives a communication request from the user telephone and transmits a voice guidance to the user telephone, and the plurality of home call centers based on the communication request or the selective update request. Each time an incoming call distribution process for selecting any one of the communication request and the communication request is received, biometric information transmitted from the terminal is received to authenticate the identity of the operator. The user telephone and the terminal are connected to make a call possible state, and when authentication is not established, an operator authentication connection process for making the selection update request for the incoming call distribution process is performed.

  The home call center system according to the first aspect of the present invention has the following effect (1).

  (1) Since operator authentication is performed by voiceprint authentication, it is possible to prevent impersonation of an operator by a third party other than a regular operator.

  According to the home call center system of the second invention, the following effect (2) is further obtained.

  (2) In the second automatic voice response device, when the communication request is received from the user by the user telephone, the user can be authenticated, so that the impersonation of the user by a third party can be prevented.

  The home call center system according to the third aspect of the invention has the following effect (3).

  (3) Since the second operator authentication connection unit performs voiceprint authentication of the operator in a call state with the user, it is possible to prevent impersonation with higher accuracy.

  According to the home call response method of the fourth invention, there is an effect similar to that of the above-described home call center system of the first invention, and there is an effect of improving security in the home call center system.

FIG. 1 is a configuration diagram showing an outline of a home call center system in Embodiment 1 of the present invention. FIG. 2 is a block diagram showing an outline of the call center server in FIG. FIG. 3 is a view showing a display example of the input operation screen of the operator terminal in FIG. FIG. 4 is a flowchart showing the home call response method according to the first embodiment of the present invention. FIG. 5 is a block diagram showing an outline of a home call center system in Embodiment 2 of the present invention. FIG. 6 is a block diagram showing an outline of the call center server in FIG. FIG. 7 is a flowchart showing a home call response method according to the second embodiment of the present invention. FIG. 8 is a configuration diagram showing an outline of a home call center system according to the third embodiment of the present invention. FIG. 9 is a block diagram showing an outline of the call center server in FIG. FIG. 10 is a flowchart showing a home call response method according to the third embodiment of the present invention. FIG. 11 is a block diagram showing an outline of a conventional call center system.

  Modes for carrying out the present invention will become apparent from the following description of the preferred embodiments when read in light of the accompanying drawings. However, the drawings are only for explanation and do not limit the scope of the present invention.

(Configuration of Example 1)
FIG. 1 is a schematic configuration diagram illustrating a home call center system according to a first embodiment of the present invention.

  The home call center system is a system for conducting telephone marketing such as correspondence of telephone inquiries from users (hereinafter referred to as “customers”) or new customer development.

  The home call center system performs voice communication with the call center 1 via a public telephone line network 2 and a call center 1 that manages a telephone system and an information system such as a product information database and a customer information database (not shown). Therefore, a user telephone (hereinafter simply referred to as “telephone”) 3 used by a customer and a plurality of home call centers 20 (= 20-1, 20-2,...) Installed at a plurality of bases via the Internet 4・).

  In the first embodiment, a call center server 10 having an automatic voice response function and an incoming call automatic distribution function and a voiceprint authentication device 14 are installed in the call center 1. The call center server 10 is configured to be able to communicate with the telephone 3 via the public telephone line network 2.

  The plurality of home call centers 20 may be, for example, an operator's home or a satellite office. In each of the home call centers 20, an operator 21 (= 21-1, 21-2,...) Is provided for each home call center 20, and an IP telephone 22 (= 22-1, 22-2,...) And an operator terminal 30 (= 30-1, 30-2,...) Are installed.

  The plurality of operator terminals 30 are, for example, personal computers, and an input operation screen 50 (= 50-1, 50-2,...) And an input operation unit 40 (= 40-1, 40-2,...・).

  The IP telephone 22 is connected to the call center server 10 by a voice line (IP) vl. The operator terminal 30 is connected to the call center server 10 by a data line dl. The call center server 10 and the voiceprint authentication device 14 are connected by a data line dl.

  The voice line (IP) vl and the data line dl represent a logical connection relationship between devices. For example, physically, a terminal adapter (not shown) is installed in the home call center 20, and this terminal adapter is connected to the Internet 4. The IP telephone 22 and the operator terminal 30 are configured to be connected to the terminal adapter so that both voice and data are communicated by packets.

FIG. 2 is a block diagram showing an outline of the call center server 10 in FIG.
The call center server 10 receives a communication request from the telephone 3 used by the customer and transmits a voice guidance to the telephone 3 based on a first automatic voice response device (IVR) 11 and a communication request or a selective update request. An incoming call distribution processing unit (ACD) 12 that selects any one of a plurality of home call centers 20 arranged in a distributed manner at the base, and a home call center 20-1 that communicates with the selected home call center 20-1. And the first operator authentication connection unit 13 that receives the biometric information transmitted from -1 and authenticates the operator 21-1.

  The operator authentication connection unit 13 includes connection means 13 a for connecting the telephone 3 and the IP telephone 22. The connecting means 13a has a function of connecting the telephone 3 and the IP telephone 22 so as to be able to make a call, or blocking the telephone call ready state and disconnecting the telephone 3 and the IP telephone 22.

(Method of Example 1)
The home call response method in the home call center system according to the first embodiment is a method of confirming the identity of the operator 21 every time the operator 21 handles a customer.

  FIG. 3 is a view showing a display example of the input operation screen 50 of the operator terminal 30 in FIG.

  The input operation screen 50 is a screen for selecting a process corresponding to each screen by selecting a screen such as a customer information search screen 51a, a purchase history search screen 51b, a product order screen 51c, and a complaint processing screen 51d, for example. It is divided into a selection area 51 and an input operation area 52 for displaying messages from the call center server 10 and input data to the operator terminal 30.

  In the example shown in FIG. 3, an incoming call information pop-up screen 53 is displayed in the input operation area 52 to notify that there is a communication request from a customer. The password 53a is a word that the operator 21 utters when the operator 21 performs voice authentication. The yes button 53b is pressed when the operator 21 responds to this communication request, and the no button 53c is pressed when the operator 21 cannot respond to this communication request for convenience.

FIG. 4 is a flowchart showing the home call response method according to the first embodiment of the present invention.
In step S <b> 1, a customer who uses the call center calls the call center by calling the call center 1 using the telephone 3. In step S2, the automatic voice response device (IVR) 11 of the call center server 10 that has detected the call from the customer transmits the next guidance to the customer's telephone 3 by voice.
"Thank you for calling me. This is the XX call center. I'm calling the operator right now. Please wait."

  In step S3, the incoming call distribution processing unit (ACD) 12 of the call center server 10 selects, for example, the home call center 20-1 from the plurality of home call centers 20 with a predetermined logic. Here, the predetermined logic is appropriate depending on conditions such as the state of the operator 21-1 such as customer service, leaving, logging off, waiting, etc., and the contents of customer communication requests such as product guidance and complaints, etc. This means selecting the correct operator 21.

In step S4, an incoming call information pop-up screen 53, which is an authentication screen shown in FIG. 3, is transmitted to the operator terminal 30-1. The operator terminal 30-1 receives the incoming call information pop-up screen 53 and displays the next message in the input operation area 52 of the operator terminal 30-1.
"The customer is calling. Can you call me? When answering the phone, please say the following secret first. Secret: hiratake sesame yes no"

The operator 21-1 selects the yes button 53b. The fact that the operator 21-1 has selected Yes 33a is transmitted to the call center server 10. The operator authentication unit 13 of the call center server 10 transmits a voice message “speak a secret word for authentication” to the IP telephone 22-1 of the home call center 20-1.

  The operator 21-1 utters the password “Hirake Sesame” 53 a using the IP telephone 22-1.

  In step S <b> 5, the operator authentication unit 13 receives the password “Hirake Sesame” 53 a and transfers it to the voiceprint authentication device 14 in step S <b> 6.

In step S <b> 7, the operator authentication unit 13, when an answer for authentication establishment is returned from the voiceprint authentication system 14,
A voice message “Authenticated. Connect to customer” is transmitted to IP telephone 22-1 to connect customer's telephone 3 and operator 21-1's IP telephone 22-1. Thereafter, in step S8, a voice dialogue between the customer and the operator 21-1 is performed, and customer response by the operator 21-1 is started.

In step 7, when a reply indicating that the authentication is not successful is returned from the voiceprint authentication system 14, the operator authenticating unit 13 addresses the IP telephone 22-1 of the home call center 20-1.
Send a voice message “Voiceprint authentication failed. Please speak again for authentication.” If the authentication cannot be performed after repeating this a predetermined number of times, it is determined that another person is using the IP telephone 22-1 and the operator authentication connection unit 13 sends an incoming call distribution processing unit (ACD) 12 Make a selective update request. As a result, in step S3, the incoming call distribution processing unit (ACD) 12 selects the next home call center 20-2. In step S4, the operator authentication connection unit 13 transmits the incoming call information pop-up screen 53 shown in FIG. 3 to the next home call center 20-2. Thereafter, steps S4 to S7 are executed.

  The IP addresses of the IP phone 22 and the operator terminal 30 or other identification information are stored together with the operator identification information in a storage unit (not shown) of the call center server, and the operator can respond only at a predetermined terminal. It is assumed that

(Effect of Example 1)
According to the home call center system and home call response method response method of the first embodiment, there are the following effects (1) to (3).

  (1) Since the operator 21-1 authenticates the identity of the operator 21-1 each time the operator 21-1 responds to the customer, the impersonation of the operator 21-1 by a third party other than the regular operator can be prevented.

  (2) It can be confirmed that the operator 21-1 is surely at the installation location of the operator terminal 30-1.

  (3) Since the operation (for example, password input operation) of the operator 21-1 for performing authentication can be simplified, the load on the operator 21-1 is reduced.

(Configuration of Example 2)
FIG. 5 is a block diagram showing an outline of a home call center system according to the second embodiment of the present invention. Elements common to those in FIG. 1 showing the first embodiment are denoted by common reference numerals.

  The call center system according to the second embodiment has almost the same configuration as the call center system of FIG. The difference from the first embodiment is that the configuration of the call center server 10A of the second embodiment is different from the configuration of the call center server 10 of the first embodiment. As a result, the configuration of the call center 1A of the second embodiment is the same as that of the first embodiment. The configuration of the call center 1 is different.

  6 is a block diagram showing an outline of the call center server 10A in FIG. 5. Elements common to those in FIG. 2 showing the first embodiment are denoted by common reference numerals.

  The call center 10A according to the second embodiment includes a second automatic voice response device (IVR) 11A having a configuration different from that of the automatic voice response device (IVR) 11 according to the first embodiment. The automatic voice response device (IVR) 11A has a voiceprint authentication unit 11a for authenticating a customer's voiceprint. Other configurations are the same as those of the call center 10 of the first embodiment.

(Method of Example 2)
FIG. 7 is a flowchart showing a home call response method according to the second embodiment of the present invention. Steps common to the flowchart of FIG. 4 showing the first embodiment are denoted by the same reference numerals.

  In step S1 as in the first embodiment, a customer who uses the call center calls the call center by making a call to the call center 1A using the telephone 3. At this time, the telephone 3 is assumed to be a push phone. In step S11 different from that of the first embodiment, the automatic voice response device (IVR) 11A transmits a voice message that prompts the customer ID to be input by a push button to the telephone set 3.

  In step S12, the automatic voice response device (IVR) 11A receives the customer ID from the telephone 3 and authenticates the customer. Authentication is established and the process proceeds to step S13. In step S <b> 13, the automatic voice response device (IVR) 11 </ b> A transmits a voice prompting the phone 3 to speak the password 53 a. In step S14, the automatic voice response device (IVR) 11A receives the secret 53a generated by the customer and performs voiceprint authentication by the voiceprint authentication unit 11a.

In step S15, it is determined whether authentication has been established. When authentication is successful,
Proceeding to step S16, the connection with the customer's telephone 3 is continued. The subsequent processing is the same as steps S3 to S10 in FIG. If it is determined in step S15 that the authentication is not established, the telephone 3 is notified of this and the process is terminated.

(Effect of Example 2)
According to the home call center system and home call response method of the second embodiment, in addition to the effects of the first embodiment, the automatic voice response device (IVR) 11A is provided with a voice print authentication function, and a telephone 3 receives a communication request from a customer. At that time, in addition to authentication by the customer ID, authentication by the voice of the customer is performed. Therefore, it is possible to more reliably prevent a third party from impersonating the customer.

(Configuration of Example 3)
FIG. 8 is a configuration diagram illustrating an outline of a home call center system according to the third embodiment of the present invention. Elements common to the elements in FIG. 1 illustrating the first embodiment are denoted by common reference numerals.

  The call center system according to the third embodiment has substantially the same configuration as the call center system shown in FIG. The configuration of the call center server 10B of the third embodiment is different from the configuration of the call center server 10 of the first embodiment. As a result, the configuration of the call center 1B of the third embodiment is different from the configuration of the call center 1 of the first embodiment. . Other configurations are the same as those of the first embodiment.

  FIG. 9 is a configuration diagram showing an outline of the call center server 10B in FIG. 8. Elements common to the elements in FIG. 2 showing the first embodiment are denoted by common reference numerals.

  The call center server 10B according to the third embodiment includes a second operator authentication connection unit 13B having a configuration different from that of the operator authentication connection unit 13 according to the first embodiment. As in the first embodiment, the operator authentication connection unit 13B includes connection means 13a that connects the telephone 3 and the IP telephone 22. The connecting means 13a has a function of connecting the telephone 3 and the IP telephone 22 so as to be able to make a call, or blocking the telephone call ready state and disconnecting the telephone 3 and the IP telephone 22.

  Unlike the operator authentication connection unit 13 of the first embodiment, the operator authentication connection unit 13B connects the telephone 3 and the IP telephone 22 to maintain a callable state, and authenticates a part of the voice emitted by the operator 21. If the authentication is established, the call-enabled state is continued. If the authentication is not established, the call-enabled state is blocked, and the incoming call distribution processing unit (ACD) 12 has a function of making a selection update request. is doing.

(Method of Example 3)
FIG. 10 is a flowchart showing a home call response method according to the third embodiment of the present invention. Steps common to the flowchart of FIG. 4 showing the first embodiment are denoted by the same reference numerals.
The

  Steps S1 to S3 similar to those in the first embodiment are executed. In the first embodiment, in step S3, the incoming call distribution processing unit (ACD) 12 of the call center server 10 selects, for example, the home call center 20-1 from the plurality of home call centers 20 with a predetermined logic. After step S4, the operator authentication connection unit 13 performs voice authentication of the operator 21-1. In the third embodiment, here, voice authentication is not performed, and the customer's telephone 3 and the IP telephone 22-1 are immediately connected in step S21 different from the first embodiment. Thereafter, a voice dialogue between the customer and the operator 21-1 is performed.

  In step S22, the operator authentication connection unit 13B cuts out a part of the voice of the operator 21-1 who is speaking and transfers it to the voiceprint authentication device 14 to request the operator 21-1 for authentication.

In step S23, it is determined whether or not authentication is established. When the authentication is established, the communication state between the customer's telephone 3 and the IP telephone 22-1 of the operator 21-1 is continued, and the process returns to step S22. This process is repeated at predetermined intervals during the call. In step S23, when the authentication is not established, the process proceeds to step S24, where there is a possibility that the operator 21-1 may impersonate. In step S24, the operator authentication connecting unit 13B
"Please wait" is notified to the telephone 3, and the telephone 3 and the IP telephone 22-1 are blocked from being able to talk. Further, the operator authentication connection unit 13B makes a selection update request to the incoming call distribution processing unit (ACD) 12.

  In step S26, the incoming call distribution processing unit (ACD) 12 selects the next home call center 20-2 from the plurality of home call centers 20 with a predetermined logic.

(Effect of Example 3)
According to the home call center system and home call response method of the third embodiment, in addition to the effects of the first embodiment, there are the following effects (4) and (5).

  (4) Since the operator authentication connection unit 13B acquires the voice of the operator 21-1 who is dealing with the customer and performs voiceprint authentication, it is possible to prevent spoofing with higher accuracy. Furthermore, it is possible to prevent a change during the call by repeating the call periodically during the call.

  (5) Since the operator 21-1 does not input the password 53a every time a communication request is made from a customer, the load on the operator 21-1 can be reduced.

(Modification)
The present invention is not limited to the above-described embodiments, and various usage forms and modifications are possible. For example, the following forms (a) to (d) are used as the usage form and the modified examples.

  (A) In the first to third embodiments, the combination of the IP telephone 22 and the operator terminal 30 has been described as the terminal. However, the terminal includes a headset and is configured integrally with the telephone function and the operator terminal 30. A machine may be used.

  (B) In the first to third embodiments, the telephone 3 has been described as a fixed telephone connected to the call centers 1, 1A, 1B via a public telephone network, but may be an IP telephone, a mobile telephone, or the like. .

  (C) In the first to third embodiments, the call center servers 10, 10 </ b> A, and 10 </ b> B are connected to the IP telephones 22 and the operator terminals 30 of the plurality of home call centers 20 via the Internet 4, but the present invention is not limited to this. For example, a combination of an analog wired line, a digital wired line, a mobile phone line, a mobile communication line, a satellite communication line, or the like may be used.

  (D) In the first and second embodiments, the voiceprint authentication device 14 is used to authenticate the operator 21. However, an authentication technique using biometric information such as fingerprint information, iris information, face information, or vein information is used. It may be used to authenticate the operator 21.

1, 1A, 1B Call center 3 Telephone 4 Internet 10, 10A, 10B Call center server 11, 11A Automatic voice response device (IVR)
12 Incoming call distribution processor (ACD)
13, 13B Operator authentication connection unit 14 Voiceprint authentication devices 20, 20-1, 20-2 Home call centers 21, 21-1, 21-2 Operators 22, 21-1, 21-2 IP telephones 30, 30-1, 30 -2 operator terminal

Claims (6)

A plurality of home call centers each having a terminal with a voice communication function operated by an operator, distributed at a plurality of bases,
A first automatic voice response device that receives a communication request from a user telephone of a call center user and transmits a voice guidance to the user telephone;
An incoming call distribution processing unit for selecting any one of the plurality of home call centers based on the communication request or the selective update request;
Communicates with the terminal in the selected home call center, receives biometric information transmitted from the terminal, and authenticates the operator, and when authentication is established, the user telephone and the terminal A first operator authentication connection unit that makes a selection update request to the incoming call distribution processing unit when authentication is not established,
A home call center system characterized by comprising: A plurality of home call centers each having a terminal with a voice communication function operated by an operator, distributed at a plurality of bases,
When receiving a communication request from a user telephone of a call center user and communicating with the user telephone, receiving voice transmitted from the user telephone and authenticating the user, and when authentication is established, A second automatic voice response device that maintains a callable state with the user telephone and blocks the callable state with the user telephone when authentication is not established;
An incoming call distribution processing unit for selecting any one of the plurality of home call centers based on the communication request or the selective update request;
Communicates with the terminal in the selected home call center, receives biometric information transmitted from the terminal, and authenticates the operator, and when authentication is established, the user telephone and the terminal A first operator authentication connection unit that makes a selection update request to the incoming call distribution processing unit when authentication is not established,
A home call center system characterized by comprising: The first operator authentication connection unit includes:
Each time the first automatic voice response device receives the communication request, it communicates with the terminal in the home call center, receives the biometric information transmitted from the terminal, and authenticates the operator. The home call center system according to claim 1 or 2, characterized in that The biological information is
The home call center system according to any one of claims 1 to 3, wherein the home call center system is any one of voice information, fingerprint information, iris information, face information, and vein information. A plurality of home call centers each having a terminal with a voice communication function operated by an operator, distributed at a plurality of bases,
A first automatic voice response device that receives a communication request from a user telephone of a call center user and transmits a voice guidance to the user telephone;
An incoming call distribution processing unit for selecting any one of the plurality of home call centers based on the communication request or the selective update request;
The user telephone and the terminal are connected to maintain a call-ready state, authenticate a part of the voice uttered by the operator, perform personal authentication, and when the authentication is established, continue the call-ready state, When authentication is not established, the second operator authentication connection unit which cuts off the call possible state and makes the selection update request to the incoming call distribution processing unit;
A home call center system characterized by comprising: Each terminal has a voice communication function operated by an operator, and connects a plurality of home call centers distributed at a plurality of bases, a user telephone of a call center user, and the plurality of home call centers. A home call response method using a call center server,
The call center server
An automatic voice response process for receiving a communication request from the user telephone and transmitting a voice guidance to the user telephone;
An incoming call distribution process for selecting any one of the home call centers based on the communication request or the selective update request;
Each time the communication request is received, biometric information transmitted from the terminal is received to authenticate the operator, and when authentication is established, the user telephone is connected to the terminal to enable a call. When authentication is not established, an operator authentication connection process for making the selection update request for the incoming call distribution process;
A home call answering method characterized by:

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