JP2015106735A - Information processing device and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information processing device and a program capable of improving the success rate when an operator calls a client.SOLUTION: An information processing device includes: an acquisition part for acquiring extraction conditions including specification of the working form of a client from an information processing terminal; and a client extraction part for extracting the clients for calling the clients from among a plurality of clients recorded in data base obtained by associating the telephone number of the client with the working form of the client based on the extraction conditions acquired by the acquisition part.

Description

  The present invention relates to an information processing apparatus and a program.

  2. Description of the Related Art Conventionally, various techniques have been proposed for increasing opportunities for telephone calls with customers and face-to-face with customers, for example, in government agencies and corporate call centers.

  For example, Patent Document 1 describes a technology for accumulating the date and time at which a tax delinquent is staying based on visit history data, and predicting the day of the week and the time zone when the delinquent is likely to be at home. ing. Further, in Patent Document 2, at-home information obtained from a customer is stored in advance in a database, and it is determined whether or not the date and time when a call is to be made to the customer is the scheduled home date and time of the customer. The technology is described. Further, in Patent Document 3, when a call center makes a call to a customer and the telephone is connected and the customer answers, there is a technology for increasing the availability data for the telephone number and time zone at that time by a predetermined value. Have been described.

  In addition, a technique for determining the daily life pattern of a target person such as a customer has been proposed. For example, Patent Document 4 describes a technique for recognizing and determining a daily living behavior pattern of a single person based on a signal of time series data of a single person's home location by a human detection device.

JP 2003-288442 A JP 11-187122 A Japanese Patent Application Laid-Open No. 2003-078621 JP 2003-317174 A

  However, with the above technology, the success rate when the operator calls the customer is low. For example, with the above technology, it is impossible to roughly predict the time zone in which a customer can talk in advance. For this reason, it may occur that a telephone call cannot be made to the customer unless the customer calls the customer a great number of times.

  Therefore, the present invention has been made in view of the above problems, and the object of the present invention is a new and improved system that can improve the success rate when an operator calls a customer. To provide an information processing apparatus and a program.

  In order to solve the above-described problem, according to one aspect of the present invention, an acquisition unit that acquires an extraction condition including designation of a customer's work form from an information processing terminal, a customer's telephone number, and a customer's work form An information processing apparatus comprising: a customer extracting unit that extracts a customer to be called by an operator based on the extraction condition acquired by the acquiring unit from a plurality of customers recorded in the associated database Is provided.

  The information processing terminal is a terminal used by an operator, and the acquisition unit is input from the information processing terminal to the telephone number of the customer who is called by the operator and the customer who is called by the operator The information processing apparatus further includes a database management unit that records the acquired customer telephone number and the acquired customer work form in the database in association with each other. The extraction unit may extract a customer who satisfies the extraction condition acquired by the acquisition unit by a customer's work format recorded in the database.

  The acquisition unit further acquires call result information indicating a result of a call related to the customer who is called by the operator from the information processing terminal, and the database management unit sets the acquired call result information as a telephone number of the customer. Further, the data may be recorded in the database in association with each other, and the customer extraction unit may further extract a customer whose call result information recorded in the database satisfies the extraction condition acquired by the acquisition unit.

  The information processing apparatus includes: a work form specifying unit for specifying a customer's work form based on information indicating a customer's work place recorded in the database; a customer's telephone number; and a work specified for the customer And a database management unit that associates the form with the database and records it in the database.

  The acquisition unit further acquires a customer's telephone number from the information processing terminal, and the information processing apparatus displays a work pattern recorded in the database in association with the acquired customer's telephone number. You may further provide the transmission control part made to transmit to.

  The customer's working mode may be associated with a callable time pattern indicating a time period in which the customer can talk during a period of one week or more.

  In order to solve the above problem, according to another aspect of the present invention, an acquisition unit that acquires a customer's telephone number from an information processing terminal, a customer's telephone number, and a customer's work form are associated with each other. A database management unit that acquires the customer's work schedule corresponding to the acquired customer's telephone number from the acquired database, and a transmission control unit that transmits the acquired customer's work schedule to the information processing terminal. An information processing apparatus is provided.

  In order to solve the above-mentioned problem, according to another aspect of the present invention, a computer, an acquisition unit for acquiring an extraction condition including designation of a customer's work form from an information processing terminal, a customer's telephone number, As a customer extraction unit that extracts a customer to be called by an operator based on the extraction condition acquired by the acquisition unit from a plurality of customers recorded in a database associated with the customer's work style, A program is provided to make it work.

  In order to solve the above-mentioned problem, according to another aspect of the present invention, a computer, an acquisition unit that acquires a customer's telephone number from an information processing terminal, a customer's telephone number, and a customer's work form A database management unit for acquiring the customer's work mode corresponding to the acquired customer's telephone number from the database associated with the database, and a transmission control unit for transmitting the acquired customer's mode of operation to the information processing terminal , A program is provided to function as.

  As described above, according to the present invention, the success rate when the operator calls the customer can be improved.

It is explanatory drawing which showed the structural example of the information processing system by the 1st Embodiment of this invention. It is explanatory drawing which showed the hardware constitutions of the information processing apparatus 10 by the embodiment. It is explanatory drawing which showed the structural example of the database 20 by the embodiment. It is explanatory drawing which showed the structural example of the object customer information table 200 by the embodiment. It is explanatory drawing which showed the structural example of the call possible time table 202 by the embodiment. It is explanatory drawing which showed the structural example of the customer extraction condition table 204 by the embodiment. It is explanatory drawing which showed the example of a display of the operator screen displayed on the operator terminal 32 by the embodiment. It is explanatory drawing which showed the example of selection of the lifestyle style pattern by the operator by the embodiment. It is explanatory drawing which showed the example of a display of the menu screen displayed on the administrator terminal 36 by the embodiment. It is explanatory drawing which showed the example of a display of the list extraction condition setting screen displayed on the administrator terminal 36 by the embodiment. It is explanatory drawing which showed the example of a display of the change screen of the lifestyle style pattern displayed on the administrator terminal 36 by the embodiment. It is explanatory drawing which showed the example of a display of the lifestyle style pattern correction screen displayed on the administrator terminal 36 by the embodiment. It is a functional block diagram showing the composition of information processor 10 by the embodiment. It is the sequence diagram which showed the operation | movement at the time of the table registration by the embodiment. It is the sequence diagram which showed the operation | movement at the time of the call to the customer by the embodiment. It is explanatory drawing which showed the structural example of the database 20 by the 2nd Embodiment of this invention. It is explanatory drawing which showed the structural example of the object customer information table 205 by the embodiment. It is explanatory drawing which showed the structural example of the working time table 208 by the embodiment. It is a functional block diagram showing the composition of information processor 10 by the embodiment. It is explanatory drawing which showed the specific example of the lifestyle pattern by the embodiment. It is the sequence diagram which showed the operation | movement at the time of the table registration by the embodiment.

  Exemplary embodiments of the present invention will be described below in detail with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, duplication description is abbreviate | omitted by attaching | subjecting the same code | symbol.

Further, the “DETAILED DESCRIPTION OF THE INVENTION” will be described according to the following item order.
1. Background 2 2. Detailed description of each embodiment 2-1. First embodiment 2-2. Second embodiment 3. Modified example

<< 1. Background >>
As described in detail in “2-1. First embodiment” to “2-2. Second embodiment” as an example, the present invention can be implemented in various forms. First, in order to clearly show the features of the present invention, the background that led to the creation of the present invention will be described.

  2. Description of the Related Art Conventionally, in a call center of a financial institution, an outbound operation is performed in which a customer who is a sales target of a product is called to conduct business. In this outbound business, the goal is to increase the success rate of calls to customers in order to improve the contract rate of merchandise sales.

  Therefore, in the prior art, for the purpose of making a call when the customer is at home, a method has been proposed in which the customer's at-home status is confirmed based on the incoming call status, etc., and the time zone where there is a high possibility of being at home is proposed. . Further, in the case where the home stay rate is the same, a method has been proposed in which, for example, a worker's occupation such as a salaryman or a housewife is classified to determine a call time zone for each occupation.

  However, the above technique still has a problem that the success rate of the call is low when the call is made to the customer.

  In view of the above circumstances, one new function has been created in the information processing apparatus 10 according to each embodiment of the present invention. The information processing apparatus 10 according to each embodiment can improve the success rate when the operator calls the customer.

<< 2. Detailed description of each embodiment >>
<2-1. First Embodiment>
[2-1-1. Basic configuration of information processing system]
Next, each embodiment of the present invention will be described in detail. First, the basic configuration of the information processing system according to the first embodiment will be described with reference to FIG. FIG. 1 is an explanatory diagram showing the basic configuration of the information processing system according to the first embodiment. As shown in FIG. 1, the information processing system according to the first embodiment includes an information processing device 10, a database 20, a CTI server 22, an AD server 23, a line accommodation device 24, an NW device 25, an ISDN 27, an upper server 30, An operator terminal 32, an operator telephone 34, an administrator terminal 36, and a customer telephone 40 are included. 1, the line accommodating device 24, the ISDN 27, and the customer telephone 40 are connected by an external line of the call center 2. Further, as indicated by a broken line in FIG. 1, the CTI server 22, the line accommodating device 24, the NW device 25, and the operator telephone 34 are connected by an extension of the call center 2.

  In the following description of the present specification, an example in which the information processing system according to the first embodiment is applied to a scene that supports outbound work in a financial institution will be mainly described.

(2-1-1-1. Information processing apparatus 10)
The information processing apparatus 10 extracts, for example, a customer to be called by an operator working at the call center 2 from among a plurality of customers included in a target customer list to be called by the operator, which is received from an upper server 30 described later. It is a device for. The information processing apparatus 10 can communicate with the upper server 30. The information processing apparatus 10 can communicate with the operator terminal 32 and the administrator terminal 36 via, for example, a LAN (Local Area Network) provided in the call center 2.

Note that the information processing apparatus 10 has a hardware configuration as shown in FIG. 2, for example. FIG. 2 is an explanatory diagram showing an example of the hardware configuration of the information processing apparatus 10. As shown in FIG. 2, the information processing apparatus 10 includes a CPU (Central Processing Unit) 150, a ROM (Read Only).
Memory (152), RAM (Random Access Memory) 154, internal bus 156, input / output interface 158, HDD (Hard Disk Drive) 160, and network interface 162.

-CPU150-
The CPU 150 functions as an arithmetic processing device and a control device, and controls the overall operation in the information processing device 10 according to various programs. Further, the CPU 150 realizes the function of the control unit 100 in the information processing apparatus 10. The CPU 150 is configured by a processor such as a microprocessor.

-ROM152-
The ROM 152 stores programs used by the CPU 150, calculation parameters, and the like.

-RAM154-
The RAM 154 temporarily stores programs used in the execution of the CPU 150, parameters that change as appropriate during the execution, and the like.

-Internal bus 156-
The internal bus 156 is composed of a CPU bus and the like. The internal bus 156 connects the CPU 150, the ROM 152, and the RAM 154 to each other.

-I / O interface 158-
The input / output interface 158 connects the HDD 160 and the network interface 162 to the internal bus 156. For example, the HDD 160 exchanges data with the RAM 154 or the like via the input / output interface 158 and the internal bus 156.

-HDD160-
The HDD 160 is a data storage device that functions as a storage unit 122 described later. The HDD 160 includes, for example, a storage medium, a recording device that records data on the storage medium, a reading device that reads data from the storage medium, and a deletion device that deletes data recorded on the storage medium. The HDD 160 stores programs executed by the CPU 150 and various data.

-Network interface 162-
The network interface 162 is a communication interface configured by a communication device for connecting to a communication network such as the Internet, for example. The network interface 162 functions as the communication unit 120 described later. The network interface 162 may be a wireless LAN compatible communication device, an LTE (Long Term Evolution) compatible communication device, or a wire communication device that performs wired communication.

(2-1-1-2. Database 20)
The database 20 is a device that stores, for example, customer information such as a customer's work style, a call result by an operator, and the like regarding a plurality of customers included in a target customer list received from an upper server 30 described later. The database 20 includes, for example, a target customer information table 200, a callable time table 202, and a customer extraction condition table 204.

-Target customer information table 200-
The target customer information table 200 is a table in which customer information regarding a plurality of customers included in the target customer list received from the host server 30 is recorded. FIG. 4 is an explanatory diagram showing a configuration example of the target customer information table 200. 4, in the target customer information table 200, for example, store number 2000, subject 2002, account number 2004, customer number 2006, name 2008, telephone number 2010, address 2012, call result 2014, lifestyle pattern 2016, The accuracy 2018 is recorded in association with each other. The store number 2000, the subject 2002, the account number 2004, the customer number 2006, the name 2008, the telephone number 2010, and the address 2012 are basically the contents described in the target customer list received from the host server 30. Are recorded respectively.

  Here, in the store number 2000, the subject 2002, and the account number 2004, the store number, subject, and account number of the account that the customer has are recorded. In addition, in the customer number 2006, for example, an identification number (for example, CIF (Customer Information Number) number) uniquely assigned to each customer in a financial institution is recorded. In the name 2008, the telephone number 2010, and the address 2012, the name, telephone number, and address of the customer are recorded.

  The call result 2014 includes an operator's call such as a result of whether or not a call can be made with the customer when the operator makes a call to the customer's telephone 40, and the customer's intention determined by the operator at the time of the call with the customer. The result of the call about the customer who made the call is recorded.

  In addition, in the lifestyle pattern 2016, one or more lifestyle patterns determined to be suitable for the customer by, for example, an operator among the lifestyle patterns registered in advance in association with the customer's work style are recorded. Here, the life style pattern is an example of a callable time pattern in the present invention. This lifestyle pattern is one of a plurality of patterns indicating a time zone in which a customer can talk over a predetermined period such as one week or one month. This lifestyle pattern is registered in advance in association with the customer's work style, for example, in a callable time table 202 described later. The time zone in which the customer can make a call indicates a time zone in which the customer can make a call, for example, when the customer is at home.

  In the accuracy 2018, the degree to which the operator determines how accurate the lifestyle pattern determined to suit the customer is recorded.

  For example, in the data of the first record in FIG. 4, the store number of the account held by the customer is “001”, the subject is “normal”, the account number is “1000001”, and the customer number of the customer is “ "1010", the name is "Taro Oki", the telephone number is "03-0001-0002", the address is "Shinjuku-ku, Tokyo XX", the call result is "absence", and the operator Thus, “01, 02, 04” is determined as the lifestyle pattern of the customer, and “3” is determined as the accuracy of the lifestyle pattern.

-Callable time table 202-
The callable time table 202 is a table in which a callable time zone for each customer's work style determined by the manager of the call center 2 is recorded, for example. FIG. 5 is an explanatory diagram showing a configuration example of the callable time table 202. As shown in FIG. 5, in the callable time table 202, for example, the work style 2020, the lifestyle pattern 2022, the absent time zone 2024, and the callable time zone 2026 are recorded in association with each other.

  Here, in the work schedule 2020, for example, the types of customer work schedules classified in advance by the administrator of the call center 2 are recorded. In the lifestyle pattern 2022, the ID of the lifestyle pattern registered in advance in association with the work style 2020 is recorded. Also, in the absence time zone 2024, the absence time zone of the customer registered in association with the work style 2020 is recorded. In the call available time zone 2026, a time zone that is registered in association with the work style 2020 and is estimated to be available for communication is recorded.

  For example, the first record in FIG. 5 is data with a work pattern of “general office worker (no overtime)”, a lifestyle pattern registered in association with the work pattern is “01”, and the work pattern The absence time zone registered in association with is “Weekday morning to 18:00”, and the callable time zone registered in association with the work mode is “weekdays after 18:00, Saturday and Sunday”. Show.

  In this way, in the callable time table 202, for example, the work forms are not subdivided, for example, office workers, and the work forms are subdivided, such as whether or not there are overtime among office workers, general work or night work, and each subdivided The callable time zone is registered in association with the work style. Therefore, as will be described later, the information processing apparatus 10 can make a call in a certain time zone from among all the customers registered in the target customer information table 200 by referring to the call available time table 202. It is possible to appropriately extract high-quality customers.

-Customer extraction condition table 204-
The customer extraction condition table 204 is a table in which customer extraction conditions such as lifestyle patterns for extracting customers from a plurality of customers recorded in the target customer information table 200 are recorded. FIG. 6 is an explanatory diagram showing a configuration example of the customer extraction condition table 204. As shown in FIG. 6, in the customer extraction condition table 204, for example, customer attributes 2040, call results 2046, lifestyle patterns 2048, and target periods 2049 are recorded in association with each other.

  Here, in the customer attribute 2040, for example, customer attribute conditions such as age 2042 and sex 2044 for recording a customer are recorded. The call result 2046 records conditions such as whether or not the operator has made a call with the customer and the intention of the customer determined by the operator during the call with the customer. In the lifestyle pattern 2048, the ID condition of the registered lifestyle pattern for extracting customers is recorded. In the target period 2049, designation of a period during which the customer extraction condition including the customer attribute 2040, the call result 2046, and the lifestyle pattern 2048 is applied is recorded.

  For example, in the first record of FIG. 6, the customer extraction condition is “22 to 60 years old”, the call result is “absence”, and the lifestyle pattern is “01 and 02”. Is specified, and the target period to which the extraction condition is applied is “weekdays 21: 00 to 22:00”.

(2-1-1-3. CTI server 22)
The CTI server 22 includes, for example, a PBX (Private branch exchange) function, a CTI (Computer Telephony)
This is a device equipped with CTI infrastructure functions necessary for the call center 2, such as an Integration) function, an ACD (Automatic Call Distribution) function, and an IVR (Interactive Voice Response) function.

(2-1-1-4. AD server 23)
The AD server 23 is a device having a domain controller function.

(2-1-1-5. Line accommodation device 24)
The line accommodating device 24 is an apparatus for accommodating a line such as an ISDN (Integrated Services Digital Network) line. The line accommodating device 24 can be configured according to the actual number of lines.

(2-1-1-6. NW device 25)
The NW device 25 is a device for connecting devices connected to, for example, a LAN in the call center 2. For example, the NW device 25 is configured to connect the information processing apparatus 10, the CTI server 22, the AD server 23, the line accommodation apparatus 24, the operator terminal 32, the operator telephone 34, and the administrator terminal 36.

(2-1-1-7. ISDN27)
The ISDN 27 is a line network composed of ISDN lines.

(2-1-1-8. Operator terminal 32)
The operator terminal 32 is an example of an information processing terminal in the present invention. The operator terminal 32 is a terminal used by an operator who works at the call center 2. The operator terminal 32 is, for example, a display for displaying a screen, a network interface for connecting to a LAN or the like provided in the call center 2, and an input device for an operator to input, such as a mouse or a keyboard. Have The operator terminal 32 may be, for example, a PC (Personal Computer).

  Here, an example of the display screen (operator screen 50) displayed on the operator terminal 32 will be described with reference to FIG. As shown in FIG. 7, the operator screen 50 includes, for example, a customer information display column 500, a call result selection column 502, a lifestyle pattern selection column 504, and a lifestyle style pattern accuracy selection column 506. Here, in the customer information display column 500, for example, customer information recorded in the target customer information table 200, a call history, a lifestyle pattern, or the like related to a customer who has made a call (or a customer who is going to make a call). Is displayed.

  The call result selection field 502 is a selection field for selecting a call result determined by the operator when a call is made to the customer. The lifestyle pattern selection column 504 is a selection column for the operator to select the lifestyle pattern of the customer when a call is made to the customer. The lifestyle style pattern accuracy selection field 506 is a selection field for selecting the degree of certainty when the operator selects the lifestyle pattern of the customer.

-Life style pattern selection by operator-
Here, with reference to FIG. 8, the example of the lifestyle pattern selection by an operator is demonstrated. As shown in the selection history explanation column 520 as of November 13 in FIG. 8, the operator confirmed that (1) the customer was absent when the call was made at 14:30 on November 13 (Wednesday). And (2) From the two histories that the customer was absent when the call was made at 10:00 on November 11 (Monday), the customer was absent from “Weekday morning to 18:00”, for example. The operator determines that he / she is not able to make a call, and the operator has “01 (general office worker (no overtime)” among the lifestyle patterns shown in FIG. ) ”,“ 02 (company employee (with overtime)) ”and“ 04 (company employee day off) ”are selected. Further, the operator determines that the certainty of each selected lifestyle pattern is still low, and selects “2”, for example, among five levels as accuracy.

  Further, as shown in the selection history explanation column 522 as of November 15, the operator can further make a call with the customer when calling (1) on November 15 (Sat) at 16:00. Then, at the time of a call, for example, the operator determines that the customer is “interested” in the explanation of the product by the operator. In this case, for example, the operator determines that the customer can talk on “Saturday morning to 18:00”, and among the patterns selected as the lifestyle pattern of the customer, “01 (general office worker (overtime) (None)) ”and“ 02 (Company employee overtime) ”are narrowed down (that is,“ 04 (company employee day off) ”is not selected). In addition, the operator determines that the certainty of each selected lifestyle pattern is slightly increased, and selects “3” out of five levels as the accuracy.

  In addition, as shown in the selection history explanation column 524 as of November 18, the operator can further make a call with the customer when calling (4) 19:45 on November 18 (Monday). And the operator heard the intention of “I want to request materials” from the customer during the call. In this case, for example, the operator determines that the customer can talk on “weekdays from 18: 00 to 21:00”, and among the patterns selected as the lifestyle pattern of the customer, “01 (general office worker) (No overtime)) ”(that is,“ 02 (with overtime work for employees) ”is not selected). The operator determines that the selected lifestyle pattern has high certainty, and selects, for example, “4” out of 5 levels as accuracy.

  In this way, every time a call is made to a customer, the operator can gradually narrow down the lifestyle pattern corresponding to the customer while referring to the call result history displayed on the operator screen 50, for example. For this reason, the operator can register a more detailed call available time zone for each customer in the target customer information table 200 every time he / she calls the customer.

(2-1-1-9. Operator telephone 34)
The operator telephone 34 is a telephone used for a telephone call by an operator who works at the call center 2. The operator uses the operator telephone 34 to make a call with the customer. The operator telephone 34 may be a fixed telephone or a portable telephone.

(2-1-1-10. Administrator terminal 36)
The administrator terminal 36 is an example of an information processing terminal in the present invention. The administrator terminal 36 is a terminal used by an administrator who works for the call center 2. The administrator terminal 36 can have a hardware configuration similar to that of the operator terminal 32.

  Here, a menu screen displayed on the administrator terminal 36 will be described with reference to FIG. FIG. 9 is an explanatory diagram showing a display example of the menu screen (menu screen 54) displayed on the administrator terminal 36. As shown in FIG. 9, the menu screen 54 is used, for example, to modify a list extraction condition setting button 540 for setting a customer extraction condition at the time of creating a customer list, and a lifestyle pattern registration content. The life style pattern correction button 542 is included. Here, when the list extraction condition setting button 540 is selected by the administrator, the administrator terminal 36 displays a list extraction condition setting screen as shown in FIG. 10, for example.

  Here, a display example of the list extraction condition setting screen (list extraction condition setting screen 56) will be described with further reference to FIG. As shown in FIG. 10, the list extraction condition setting screen 56 includes, for example, a customer attribute designation field 560, a call result designation field 562, a lifestyle style pattern designation field 564, and a lifestyle style pattern accuracy designation field 566. . The customer attribute designation column 560 is a designation column for the administrator to designate customer attributes such as age and sex, which are conditions for extracting customers. The call result designation column 562 is a designation column for an administrator to designate a call result as a condition for extracting a customer. The lifestyle style pattern designation column 564 is a designation column for the administrator to designate a lifestyle style pattern that is a condition for extracting a customer. The lifestyle style pattern accuracy designation field 566 is a designation field for the administrator to designate a range of values that serve as a condition for extracting customers out of the “life style pattern accuracy” selected by the operator. is there.

  Here, referring to FIG. 9 again, a display example of the menu screen 54 will be further described. When the administrator selects the lifestyle pattern correction button 542 shown in FIG. 9, the administrator terminal 36 displays a lifestyle pattern change screen as shown in FIG. 11, for example.

  Here, with reference to FIG. 11 further, a display example (life style pattern change screen 58) of the life style pattern change screen will be described. As shown in FIG. 11, the lifestyle pattern change screen 58 includes, for example, a lifestyle pattern selection field 580, a delete button 582, an add button 584, a modify button 586, and a return button 588. Here, the lifestyle pattern selection column 580 is a selection column for the administrator to select a lifestyle pattern that the administrator desires to change. The delete button 582 is a button for the administrator to delete the selected lifestyle pattern. An add button 584 is a button for the administrator to add a new lifestyle pattern. The correction button 586 is a button for the administrator to correct the callable time zone for each day of the week registered in the selected lifestyle pattern. When the correction button 586 is selected by the administrator, the administrator terminal 36 displays a lifestyle pattern correction screen as shown in FIG. 12, for example.

  Here, with reference to FIG. 12 further, a display example of the lifestyle pattern correction screen (life style pattern correction screen 60) will be described. As shown in FIG. 12, the lifestyle pattern correction screen 60 includes, for example, a work style name correction column 600, a callable time zone correction column 602, a decision button 604, and a return button 606. Here, the work style name correction column 600 is a correction column for correcting the name of the work style associated with the selected lifestyle pattern. Further, the callable time zone correction column 602 is a correction column for correcting the registered content of the callable time zone for each day of the week with respect to the selected lifestyle pattern.

  In the callable time zone correction field 602 shown in FIG. 12, for example, a time zone of “18: 00 to 00” is designated as a call available time zone on Monday. If the administrator wants to designate a time zone of “19: 0-00” as a callable time zone on Monday, the administrator inputs “19: 0-00” in the correction field. Then, when a determination button 604 described later is pressed by the administrator, the administrator terminal 36 transmits the corrected callable time zone together with the work mode to the information processing apparatus 10. The transmitted content is registered in the callable time table 202 by the information processing apparatus 10.

  Thus, the following is mentioned as an effect of registering the callable time zone in association with the customer's work style. For example, the operator operates the operator terminal 32 to designate an arbitrary date and time, a time zone, and the like, and transmits the designated date and time and time zone to the information processing apparatus 10, so that the operator Based on the registered contents of the table 200 and the callable time table 202, it becomes possible to search for a customer having a work schedule corresponding to a designated time zone.

  The determination button 604 is a button for confirming the correction contents input by the administrator in the work style name correction column 600 or the callable time zone correction column 602. The return button 606 is a button for making a screen transition to the lifestyle pattern change screen shown in FIG. 11, for example.

(2-1-1-1. Customer Telephone 40)
The customer telephone 40 is a telephone used by a customer. The customer telephone 40 may be a fixed telephone or a portable telephone.

  Note that the information processing system according to the first embodiment is not limited to the configuration described above. For example, the database 20 may be included in the information processing apparatus 10.

[2-1-2. Constitution]
The basic configuration of the information processing system according to the first embodiment has been described above. Next, the configuration of the information processing apparatus 10 according to the first embodiment will be described in detail. FIG. 13 is a functional block diagram showing the configuration of the information processing apparatus 10 according to the first embodiment. As illustrated in FIG. 13, the information processing apparatus 10 includes a control unit 100, a communication unit 120, and a storage unit 122.

(2-1-2-1. Control unit 100)
The control unit 100 generally controls the operation of the information processing apparatus 10 using hardware such as a CPU 150 and a RAM 154 built in the information processing apparatus 10. As illustrated in FIG. 13, the control unit 100 includes a database management unit 102, a customer extraction unit 104, and a transmission control unit 106.

(2-1-2-2. Database Management Unit 102)
The database management unit 102 extracts data from the database 20 and records data in the database 20. For example, the database management unit 102 associates the customer's telephone number acquired from the higher-level server 30 by the communication unit 120 described later with the customer's work form acquired from the higher-level server 30 in the target customer information table 200. Record. Further, the database management unit 102 further records the call result acquired from the operator terminal 32 by the communication unit 120 described later in the target customer information table 200 in association with each other.

(2-1-2-3. Customer extraction unit 104)
The customer extraction unit 104 extracts a customer to be called by an operator from a plurality of customers recorded in the target customer information table 200 based on the customer extraction condition acquired by the communication unit 120. For example, the customer extraction unit 104 extracts customers whose customer work conditions and / or call results recorded in the target customer information table 200 satisfy the customer extraction condition acquired by the communication unit 120.

  In the example illustrated in FIG. 4, the communication unit 120 acquires a customer extraction condition that the work style is “general office worker (no overtime)” (that is, the lifestyle pattern is “01”) and the call result is “absence”. In the case where it is determined, the customer extraction unit 104 extracts “Taro Oki” from the target customer information table 200 as a customer that satisfies the customer extraction condition.

(2-1-2-4. Transmission control unit 106)
The transmission control unit 106 controls transmission of various data and information to the communication unit 120. For example, the transmission control unit 106 causes the communication unit 120 to transmit the list of customers extracted by the customer extraction unit 104 to the operator terminal 32. When the customer's telephone number is received from the operator terminal 32, the transmission control unit 106 displays the customer's work form recorded in the target customer information table 200 in association with the received customer's telephone number. The communication unit 120 is transmitted to the operator terminal 32.

(2-1-2-5. Communication unit 120)
The communication unit 120 is an example of an acquisition unit in the present invention. The communication unit 120 transmits and receives information to and from various devices connected to the information processing device 10 via, for example, a LAN installed in the call center 2. For example, the communication unit 120 receives from the operator terminal 32 a customer extraction condition including designation of a customer's work style. In addition, the communication unit 120 receives from the operator terminal 32 the telephone number of the customer who is called by the operator and the working mode of the customer input to the operator terminal 32. In addition, the communication unit 120 receives the call result of the customer who is called by the operator from the operator terminal 32.

(2-1-2-6. Storage unit 122)
The storage unit 122 stores various software such as an OS (Operating System). As a modification, the storage unit 122 can also store the database 20 described above.

[2-1-3. Operation]
The configuration according to the first embodiment has been described above. Subsequently, with respect to the operation according to the first embodiment, “2-1-3-1. Operation at the time of initial registration of the database 20” to “2-1-3-2. Operation at the time of call to the customer by the operator” Will be described in detail.

(2-1-3-1. Operation at the time of initial registration of the database 20)
First, the operation at the time of initial registration of the database 20 will be described with reference to FIG. As shown in FIG. 14, first, the upper server 30 extracts customers who are sales targets of specific products such as investment trusts from customers of financial institutions. For example, the upper server 30 extracts customers who have not purchased an investment trust, have an account balance of 10 million yen or more, and meet a condition such as an age of 30 years or older. Then, the upper server 30 creates a target customer list in which a list of customer information such as name, telephone number, account number, and the like regarding each extracted customer is described (S101).

  Subsequently, the upper server 30 transmits the created target customer list to the information processing apparatus 10 (S102). Thereafter, the database management unit 102 of the information processing apparatus 10 records the customer information of each customer described in the target customer list received from the host server 30 in the target customer information table 200 (S103).

  Further, the manager who works at the call center 2 includes designation of a work style related to the customer who is to be called by the operator on the list extraction condition setting screen as shown in FIG. 10 displayed on the manager terminal 36, for example. Enter customer extraction conditions. In addition, the administrator inputs a target period to which the customer extraction condition is applied (for example, the target period 2049 shown in FIG. 6) as necessary (S104). Then, the administrator transmits the input customer extraction condition (and target period) to the information processing apparatus 10 (S105).

  Thereafter, the database management unit 102 of the information processing apparatus 10 records the customer extraction condition (and the target period) received from the administrator terminal 36 in the customer extraction condition table 204 (S106).

(2-1-3-2. Operation when calling the customer by the operator)
Next, with reference to FIG. 15, an operation at the time of calling the customer by the operator will be described. As shown in FIG. 15, first, for example, the administrator of the call center 2 operates the administrator terminal 36 to specify a target period such as “Monday 18: 00 to 20: 00” and outbound work. Is sent to the information processing apparatus 10 (S121). Then, the database management unit 102 of the information processing apparatus 10 specifies a work mode in which a call can be made in the target period received from the administrator terminal 36 from, for example, the recorded contents of the call available time table 202 (S122).

  Alternatively, the administrator of the call center 2 operates the administrator terminal 36 to transmit an outbound work start instruction to the information processing apparatus 10 (S121). Then, the database management unit 102 of the information processing apparatus 10 specifies a work mode in which a call can be made at the time received from the administrator terminal 36 from, for example, the recorded contents of the call available time table 202 (S122).

  After S122, the database management unit 102 extracts the customer information of the customer corresponding to the work style specified in S122 from the target customer information table 200 (S123). Then, the transmission control unit 106 causes the communication unit 120 to transmit the extracted list of customer information to the operator terminal 32 (S124). When there are a plurality of operator terminals 32, the information processing apparatus 10 divides the number of extracted customers equally by the number of operator terminals 32, and is assigned to each operator terminal 32, for example. Send a list of customer information lists for each customer.

  Thereafter, the operator repeats the following operations of S126 to S130 for the number of customers included in the list of customers received from the information processing apparatus 10 (S125: No).

  First, the operator selects one customer included in the received customer list (S126) (or automatically displays information on the call target customer on the operator screen based on the order of the customer list). The operator then calls the operator's telephone 34 to the selected customer's telephone number (S127). Thereafter, when the customer and the telephone are connected, the operator makes a call with the customer (S128).

  Thereafter, the operator inputs the call result, the lifestyle pattern, or the accuracy of the lifestyle pattern on the operator screen displayed on the operator terminal 32, for example, as shown in FIG. 7 (S129). Then, the operator transmits the content input to the operator terminal 32 to the information processing apparatus 10 (S130).

  After S130, the database management unit 102 of the information processing apparatus 10 records the content received from the operator terminal 32 in the target customer information table 200 and updates the recorded content (S131).

[2-1-4. effect]
As described above, for example, as described with reference to FIGS. 13 to 15, the information processing apparatus 10 according to the first embodiment acquires the customer extraction condition including the designation of the customer's work form from the administrator terminal 36, Then, based on the acquired customer extraction condition, a customer to be called by the operator is extracted from a plurality of customers recorded in the database 20. For this reason, since the information processing apparatus 10 can extract the customers who can talk in the designated time zone based on the customer's work style, the success rate when the operator calls the customer is improved. Can do.

  For example, the database 20 classifies and manages customers by subdividing working hours, such as whether employees are working overtime, whether they are working overtime, and whether they are working normally or at night, rather than collectively as office workers. For this reason, the information processing apparatus 10 can appropriately extract customers who can talk in the time zone specified by the administrator terminal 36 by referring to the database 20, for example.

  Further, the information processing apparatus 10 records the call result input to the operator terminal 32 every time a call is made to the customer and the customer's telephone number in the database 20 in association with each other. For this reason, the operator refers to the call result history recorded in the database 20 via the operator terminal 32, and gradually grasps and narrows down the customer's work style each time the call is made to the customer. Can do. And since the information processing apparatus 10 can further appropriately extract customers who can talk in a designated time zone, the success rate when the operator calls the customer can be further improved.

<2-2. Second Embodiment>
The first embodiment has been described above. Next, the second embodiment will be described. As will be described later, according to the second embodiment, the information processing apparatus 10 can automatically determine a time zone during which a customer can talk on the basis of registration contents relating to a customer's work style.

[2-2-1. Basic configuration of information processing system]
The basic configuration of the information processing system according to the second embodiment is substantially the same as that of the first embodiment except for the configuration of the database 20.

(2-2-1-1. Database 20)
FIG. 16 is an explanatory diagram showing the configuration of the database 20 according to the second embodiment. As shown in FIG. 16, the database 20 according to the second embodiment has a new working time table 208 as compared with the first embodiment.

-Target customer information table 205-
FIG. 17 is an explanatory diagram showing a configuration example of the target customer information table 205 according to the second embodiment. As shown in FIG. 17, in the target customer information table 205, for example, the store number 2050, the subject 2052, the account number 2054, the customer number 2056, the name 2058, the telephone number 2060, the address 2062, the business type 2064, the workplace 2066, and the life A style pattern 2068 is recorded in association with it.

  Here, the business type of the customer is recorded in the business type 2064. Further, in the work place 2066, for example, the company name of the customer's work place is recorded.

-Working time table 208-
The working time table 208 is a table in which an average working time for each work place (and employment form) determined by, for example, the manager of the call center 2 is recorded. FIG. 18 is an explanatory diagram showing a configuration example of the working time table 208. As shown in FIG. 18, in the work time table 208, for example, the industry 2080, the work place 2082, the employment form 2084, and the average work time 2086 are recorded in association with each other.

  For example, in the first record in FIG. 18, when the business type is “manufacturing”, the workplace is “AA Industrial Co., Ltd.”, and the employment form is “full-time employee”, the average working hours are “weekdays”. 9: 00 to 18:30 ".

[2-2-2. Constitution]
The basic configuration of the information processing system according to the second embodiment has been described above. Next, the configuration of the information processing apparatus 10 according to the second embodiment will be described in detail. FIG. 19 is a functional block diagram showing the configuration of the information processing apparatus 10 according to the second embodiment. As illustrated in FIG. 19, the information processing apparatus 10 according to the second embodiment newly includes a work style specifying unit 108 as compared with the first embodiment. In the following, the description will be focused on the configuration or function different from the first embodiment.

(2-2-2-1. Control Unit 101)
As illustrated in FIG. 19, the control unit 101 according to the second embodiment newly includes a work pattern specifying unit 108 as compared with the first embodiment.

(2-2-2-2. Database Management Unit 103)
The database management unit 103 according to the second embodiment records the customer's telephone number in the target customer information table 205 in association with the work form specified by the work form specifying unit 108 described later. For example, as illustrated in FIG. 17, the database management unit 103 associates the customer's telephone number 2060 with the lifestyle pattern 2068 associated (preliminarily) with the work form specified by the work form specifying unit 108. Then, it is recorded in the target customer information table 205.

(2-2-2-3. Work style specifying unit 108)
The work form specifying unit 108 specifies the work form of the customer based on the information indicating the work place of the customer recorded in the target customer information table 205. Here, the above function will be described in more detail with reference to FIG. As shown in the explanation column 700 of FIG. 20, for example, when the business type of the target customer is “manufacturing”, the workplace is “AA Industrial Co., Ltd.”, and the employment form is “full-time employee”, the work form specifying unit 108 specifies “weekdays 9: 00 to 18:30” as working hours of the target customer as shown in the explanation column 702 by referring to the working hours table 208. Then, as shown in the explanation column 704, the work style specifying unit 108 refers to the callable time table 202 and sets “general office worker (with overtime)” as the work form corresponding to the specified work time. Identify. Further, the database management unit 103 specifies “02” as the life pattern corresponding to the specified work style and “Saturday and Sunday after 21:00 on weekdays” as the callable time zone by referring to the call available time table 202. To do.

[2-2-3. Operation]
The configuration according to the second embodiment has been described above. Subsequently, with regard to the operation according to the second embodiment, “2-2-3-1. Operation at the time of initial registration of the database 20” to “2-2-3-2. Operation at the time of call to the customer by the operator” Will be described in detail.

(2-2-3-1. Operation during initial registration of database 20)
First, the operation at the time of initial registration of the database 20 will be described with reference to FIG. FIG. 21 is a sequence diagram showing an operation at the time of initial registration of the database 20 according to the second embodiment. Note that the operations of S201 to S202 are the same as the operations of S101 to S102 in the first embodiment.

  After S202, the control unit 101 of the information processing apparatus 10 repeats the following operations of S204 to S207 for the number of customers described in the target customer list received in S202 (S203: No).

  First, the control unit 101 extracts one customer included in the received target customer list (S204). Then, the database management unit 103 records the customer information described in the target customer list in the target customer information table 200 for the customer extracted in S204 (S205).

  Subsequently, the work form specifying unit 108 specifies the work form of the customer based on the information such as the business type and the work place of the customer recorded in the target customer information table 200 in S205 (S206). Then, the database management unit 103 records the duty pattern specified in S206 in the target customer information table 200 in association with the customer's telephone number (S207).

  Note that the operations of S208 to S210 are the same as the operations of S104 to S106 in the first embodiment.

(2-2-3-2. Operation when the operator calls the customer)
In addition, the operation | movement at the time of the telephone call to the customer by an operator by 2nd Embodiment is the same as that of 1st Embodiment. Therefore, the description is omitted here.

[2-2-4. effect]
As described above, for example, with reference to FIG. 19, FIG. 21, etc., the information processing apparatus 10 according to the second embodiment uses information such as the customer's business type and work place recorded in the target customer information table 200. Based on the customer's work style, the customer's telephone number and the identified work form are associated with each other and recorded in the target customer information table 200. For this reason, the information processing apparatus 10 can automatically determine the time zone in which the customer can talk on the basis of the registered content relating to the customer's work style. Therefore, the information processing apparatus 10 can more appropriately extract customers who can talk in a time zone specified by the administrator of the call center 2, for example. And the success rate when an operator calls a customer can be further improved.

<3. Modification>
Although the preferred embodiments of the present invention have been described in detail with reference to the accompanying drawings, the present invention is not limited to such examples. It is obvious that a person having ordinary knowledge in the technical field to which the present invention pertains can come up with various changes or modifications within the scope of the technical idea described in the claims. Of course, it is understood that these also belong to the technical scope of the present invention.

  For example, in the above description, an example in which the information processing system according to each embodiment is applied to a scene that supports outbound work in a financial institution has been described, but the present invention is not limited to such an example. The information processing system according to each embodiment can also be applied to a case where a person in charge of external affairs determines a time zone for visiting a customer at a sales office of a financial institution. It can also be applied to real estate companies and travel agencies.

  Further, in the callable time table 202 shown in FIG. 5, in addition to the work style, it is further classified by the employment form, and the callable time zone can be registered for each combination of the work form and the employment form. It is. As an example, if you are a housewife and working as a part-time worker (work style is “Housewife”, employment type is “Part”), you can talk as “Weekdays after 16:00, Saturday and Sunday” It may be registered in the time table 202.

  In addition, in the callable time table 202, holidays such as weekends and holidays can be subdivided and registered, for example, whether or not a person often goes out during the day (morning to 18:00). is there.

  In addition, according to each embodiment of the present invention, it is also possible to provide a computer program for causing hardware such as the CPU 150, the ROM 152, and the RAM 154 to perform the same functions as the components of the information processing apparatus 10 described above. A recording medium on which the computer program is recorded is also provided.

2 Call center 10 Information processing device 20 Database 22 CTI server 23 AD server 24 Line accommodation device 25 NW equipment 27 ISDN
30 Host Server 32 Operator Terminal 34 Operator Telephone 36 Administrator Terminal 40 Customer Telephone 100, 101 Control Unit 102, 103 Database Management Unit 104 Customer Extraction Unit 106 Transmission Control Unit 108 Work Type Identification Unit 120 Communication Unit 122 Storage Unit 150 CPU
152 ROM
154 RAM
156 Internal bus 158 I / O interface 160 HDD
162 Network interface 200, 205 Target customer information table 202 Callable time table 204 Customer extraction condition table 208 Working time table

Claims (9)

An acquisition unit for acquiring an extraction condition including designation of a customer's work style from an information processing terminal;
Based on the extraction condition acquired by the acquisition unit, the customer to be called by the operator is extracted from a plurality of customers recorded in a database in which the customer's telephone number and the customer's work style are associated with each other. A customer extractor,
An information processing apparatus comprising: The information processing terminal is a terminal used by an operator,
The acquisition unit further acquires, from the information processing terminal, the telephone number of the customer who is called by the operator, and the customer's work mode input for the customer who is called by the operator,
The information processing apparatus further includes a database management unit that records the acquired customer telephone number and the acquired customer work pattern in the database in association with each other,
The information processing apparatus according to claim 1, wherein the customer extraction unit extracts a customer who satisfies the extraction condition acquired by the acquisition unit for a customer's work format recorded in the database. The acquisition unit further acquires call result information indicating a result of a call related to a customer who is called by the operator from the information processing terminal,
The database management unit records the acquired call result information in the database in further correspondence with the customer's telephone number,
The information processing apparatus according to claim 2, wherein the customer extraction unit further extracts a customer whose call result information recorded in the database satisfies the extraction condition acquired by the acquisition unit. The information processing apparatus, based on information indicating the customer's work place recorded in the database, a work pattern specifying unit for specifying a customer's work pattern,
The information processing apparatus according to claim 1, further comprising: a database management unit that associates a telephone number of a customer with a work pattern specified for the customer and records it in the database. The acquisition unit further acquires a customer's telephone number from the information processing terminal,
The said information processing apparatus is further equipped with the transmission control part which makes the said information processing terminal transmit the work format currently recorded on the said database in association with the acquired customer's telephone number. The information processing apparatus according to item.   The information according to any one of claims 1 to 5, wherein the customer's work pattern is associated with a callable time pattern indicating a time zone in which the customer can talk over a period of one week or more. Processing equipment. An acquisition unit for acquiring a customer's telephone number from an information processing terminal;
A database management unit for acquiring the customer's work form corresponding to the acquired customer's telephone number from a database in which the customer's telephone number and the customer's work form are associated;
A transmission control unit for transmitting the acquired working mode of the customer to the information processing terminal;
An information processing apparatus comprising: Computer
An acquisition unit for acquiring an extraction condition including designation of a customer's work style from an information processing terminal;
Based on the extraction condition acquired by the acquisition unit, the customer to be called by the operator is extracted from a plurality of customers recorded in a database in which the customer's telephone number and the customer's work style are associated with each other. Customer extraction department,
Program to function as Computer
An acquisition unit for acquiring a customer's telephone number from an information processing terminal;
A database management unit for acquiring the customer's work form corresponding to the acquired customer's telephone number from a database in which the customer's telephone number and the customer's work form are associated;
A transmission control unit for transmitting the acquired work style of the customer to the information processing terminal;
Program to function as

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