JP2016171359A - Call center system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a call center system that enables operators to provide services with high customer satisfaction.SOLUTION: A call center system at least includes: an exchange that receives communication from a customer; a telephone reception device that stores history information on communication from the customer and information on the customer; an operator terminal that is connected with the telephone reception device, displays a customer service screen to serve the customer, and gives a transfer instruction to transfer the communication from the customer received by the exchange to any one of a plurality of predetermined transfer destinations; and an engineer terminal that is a transfer destination and displays the customer service screen. The telephone reception device determines how important the customer is on the basis of the history information.SELECTED DRAWING: Figure 4

Description

The present invention relates to a call center system serving as a window for receiving inquiries from customers and the like.

In companies and public offices, there are cases where a call center is established in which a specialized operator (person in charge) responds to a number of inquiries from outside regarding a predetermined product or service. By providing a call center, the operator can individually answer and transfer (transfer) all external inquiries, so that the convenience of customers and residents can be improved. In such a call center, in order to improve the satisfaction of customers and residents, forwarding destinations with a large number of forwardings for each of a plurality of forwarding destinations for each category according to the contents of the inquiry destination (experience that corresponds most in that category) Patent Document 1 discloses a call center system that performs control so that data is transferred to respondents.

JP 2010-109895 A

In the call center of a maintenance service company that handles periodic inspections on equipment delivered to customers, inquiries about malfunctions, urgent fault repair requests, etc., the most important thing when receiving inquiries from customers is the optimal It can be handled. For example, a customer who has made many inquiries within a short period of time recently may be an emergency or an important customer for the customer. It is desirable to respond to the customer's intentions and characteristics in a service system that can
An object of the present invention is to provide a call center system capable of handling a customer with higher customer satisfaction.

Means for achieving the object of the present invention are as follows.

The call center system of the present invention is connected to an exchange that receives communication from a customer, a telephone reception device that stores at least history information related to communication from the customer, and the customer information, and the telephone reception device. An operator terminal that displays a customer-facing screen corresponding to the customer and directs communication from the customer received by the exchange to any one of a plurality of predetermined forwarding destinations; and A call center system including at least an engineer terminal that displays the customer response screen, wherein the telephone reception device determines the importance of the customer based on the history information.

With the call center system configured as described above, the operator can grasp the importance level of the customer at the same time as the incoming call from the customer, so that a response with high customer satisfaction can be provided.

In the call center system, a display mechanism for identifying and displaying according to the importance determined by the determination mechanism may be provided on the customer-facing screen.

Further, the display mechanism for identifying and displaying may change at least part of the color of the customer-facing screen.

The display mechanism for identifying and displaying may change the size of characters displayed on the customer-facing screen.

Moreover, you may provide the identification mechanism identified with a warning sound or an indicator lamp according to the importance determined by the said determination mechanism.

In addition, the determination mechanism includes a plurality of operations including the number of operations at the customer site in a predetermined period, the number of emergency responses at the customer site, the number of device response requests at the emergency customer site, and the number of installed devices at the customer site. The degree of importance of the customer may be determined based on at least one of the determination criteria.

Further, a storage mechanism for storing the importance determined by the determination mechanism may be provided, and an importance change mechanism for arbitrarily changing the importance stored in the storage mechanism may be provided.

In addition, a storage mechanism that stores the degree of importance determined by the determination mechanism may be provided, and a mechanism that allows the transfer destination to change the importance stored in the storage mechanism.

In addition, a display mechanism for displaying matters to be transmitted regarding the customer may be provided on the response screen of the engineer terminal that displays the customer response screen.

In addition, a text display mechanism may be provided on the correspondence screen of the engineer terminal that displays the customer correspondence screen, in which a conversation between the customer and an operator who operates the operator terminal is displayed as text.

Further, a display mechanism for displaying at least one of an inquiry history, a work history, and the number of inquiries may be provided on the response screen of the engineer terminal that displays the customer response screen.

With the call center system configured as described above, the operator can grasp the importance level of the customer at the same time as the incoming call from the customer, so that a response with high customer satisfaction can be provided.

1 is a schematic configuration diagram of a call center system according to an embodiment of the present invention. It is another schematic block diagram of the call center system which concerns on embodiment of this invention. It is another schematic block diagram of the call center system which concerns on embodiment of this invention. It is an example of the flowchart which shows operation | movement of the call center system which concerns on embodiment of this invention. It is a figure which shows the content displayed on the customer response screen of an operator terminal and an engineer terminal in the call center system which concerns on embodiment of this invention.

  When a customer makes an inquiry to the maintenance service company by telephone or the like, the maintenance service company responds using a call center system.

FIG. 1 is a schematic configuration of a call center system according to the present invention. The outline of the call center system will be described below with reference to FIG.

First, a signal from a customer telephone 11 serving as a customer transmission means is connected to the call center system 1 via a line. A customer inquiry is accepted by a call center operator, and the inquiry contents are technically processed by the operator or escalation. A detailed engineer answers the customer.

The call center system 1 includes at least an exchange 2, a telephone reception device 3, an operator terminal 4, an engineer terminal 5, and a line connecting them. One operator terminal 4 and one engineer terminal 5 may be provided. However, in order to efficiently respond to many inquiries in most systems, a plurality of terminals are installed to form an operator terminal group 4a and an engineer terminal group 5a. ing.

In FIG. 1, an arrow A1 connecting the customer telephone 11 and the exchange 2 indicates that the customer telephone 11 and the exchange 2 are connected by a telephone line. An arrow A2 connecting the exchange 2 and the telephone reception device 3 indicates a flow in which the telephone reception device 3 takes in the customer telephone number information entered in the exchange 2. An arrow A3 connecting the exchange 2 and the operator terminal 4 indicates a flow of connecting the line from the customer to the operator instructed by the telephone reception device 3, and an arrow A4 connecting the exchange 2 and the engineer terminal 5 is provided by the customer to the engineer designated by the operator. This shows the flow of connecting the communication lines. An arrow A5 that connects the telephone reception device 3 and the operator terminal 4 and an arrow A6 that connects the telephone reception device 3 and the engineer terminal 5 indicate the incoming call history between the telephone reception device 3, the operator terminal 4, and the engineer terminal 5. It shows the flow of information such as information, delivered equipment information, and engineer information.

The engineer terminal group 5a and the operator terminal group 4a do not necessarily have to be on the same floor, but there is an advantage that the operator and engineer can be confirmed at the time of transmission of lines and information, etc. because the operator and engineer are within the reach of each other. The telephone reception device 3 does not necessarily have to be on the same floor and the same building as the operator terminal group 4a and the engineer terminal group 5a, and may be in a remote place. If they are not on the same floor, they may be able to confirm each other's situation with a camera or the like.

The exchange 2 serves to connect and transfer a line from a customer to an operator or engineer of a maintenance service company.

The telephone reception device 3 includes at least a storage device 6, and the storage device 6 includes at least an incoming call history database 7, a customer information database 8, a delivery device information database 9, and an engineer information database 10. The telephone reception device 3 is also a computer having processing functions such as determination of a transfer destination of an external line received by the exchange 2 and provision of storage information of the database to the transfer destination based on a reception number. The storage device 6 is not necessarily provided in the telephone reception device 3, and the storage device 6 may be outside the telephone reception device 3 and interlocked with another system.

The telephone reception device 3 receives at least incoming information (for example, a telephone number) from the customer telephone 11 and based on the incoming information, at least one of the incoming history database 7, customer information database 8, and delivered equipment information database 9 The function retrieves incoming call history information for the same incoming phone number, the customer information of the customer related to the incoming call number, and the delivery device information related to the equipment that has been delivered to the customer. This is provided to the previous operator terminal 4 and engineer terminal 5. When there are a plurality of operator terminals 4, the transfer destination operator terminal is selected by the telephone reception device 3 according to a predetermined order. The selection order of the transfer destination operator is, for example, an order in which the operator terminal gives priority to the operator terminal 4 having a long time after the line is shut off in the previous customer response, or an order to give priority to the operator terminal 4 in which the immediately previous response time is short. And, it is not limited to these. The telephone receiving device 3 instructs the selected operator terminal 4 to the exchange 2, and the exchange 2 connects the line from the customer to the designated operator.

Further, the telephone reception device 3 selects engineer candidates for technical answers and responses to customer inquiries based on the customer information or the delivery device information extracted from the customer information database 8 and the delivery device information database 9. 10 and has a function of providing to the operator terminal 4.

The incoming call history database 7 stores information inquired to the call center for periodic maintenance inspections, defective operations, and repairs of equipment delivered to the customer. The target device name, the name of the engineer who responded, and the details of the response are recorded. The telephone reception device 3 detects the incoming telephone number at the same time as the incoming call and continuously removes the upper three digits of the incoming telephone number, for example, the lower three digits in the consecutive number in the order of the area code, the station number, and the number. Based on the number, customer candidates are extracted from the customer information database 8 and displayed on the operator terminal 4. When a large number of customer candidates are extracted from the predetermined number, the candidate number is narrowed down to a few and displayed on the operator terminal 4 based on the consecutive number excluding the lower two digits of the consecutive number below the area code. May be. The final customer identification is determined from a conversation on the line between the customer and the operator. It can also be set to display in advance a phone number that exactly matches the incoming phone number.

The telephone reception device 3 has a function of determining that the customer is an important customer based on the incoming call number. Detects the number of incoming calls (history) within a predetermined period, that is, the number of incoming calls with the same number during a predetermined period, for example, the past 10 days, 1 month, 2 months, and 6 months, from the time the call was received If the number of incoming calls is greater than a predetermined number, the customer is defined as an important customer, and an identification display indicating that the customer is an important customer is provided to the operator terminal 4. A large number of incoming calls during a predetermined period is presumed to be an emergency or an important customer for the customer. Therefore, the maintenance service company having the call center system 1 positions the customer as an important customer, and is faster and more accurate than usual. In order to establish a service system for dealing with customers, it is necessary to display identification information. In addition, even if the incoming number is the same or the inquiry about a different device from a customer who has multiple delivery devices in multiple departments, the total number of incoming calls exceeds the predetermined number of times. If it is an important customer. Alternatively, it may be integrated for each department.

The classification of importance may be one level or multiple levels. In other words, in the “normal” and “important” categories, only one category other than “normal” may be used, or “normal”, “important”, “most important”, etc. may be differentiated into a plurality of categories. . In the case of “normal”, it is not necessary to display “normal”. As an example to correspond to the number of incoming calls, 0 to 2 times in the past 10 days is determined as normal level based on the latest incoming time, and “normal” is not displayed in particular, and if it is 3 or 4 times, “important” And 5 times or more may be defined as “most important”. Of course, this identification level can be set uniquely in advance in accordance with the business condition of the maintenance service company having the call center system 1 and the inquiry status from the customer.

The customers once classified into the categories other than “normal” and “most important” are stored in the customer information database 8, and even when there is no incoming call from the customer, the operator terminal 4 and the engineer terminal 5 Alternatively, it is possible to search from a terminal in the maintenance service company that can access the call center system 1 as necessary, and it is possible to grasp the response status at a customer who is determined to be important.
In the case of a small inquiry that does not relate to the equipment service, even if there are more than a predetermined number of incoming calls during the predetermined period, the operator or engineer will judge the important customer. The identification display 17 can be canceled. Alternatively, the number of corresponding incoming calls can be prevented from being accumulated. However, the incoming call history database 7 records the contents of incoming calls, the date, reason, and releaser who changed the identification display 17.

In the above description, the criterion for determining the importance is the incoming call history (the number of incoming calls in a predetermined period). However, the present invention is not limited to this, and other criteria may be used. For example, the number and contents of work performed at the customer site during the most recent predetermined period, the number of emergency responses at the customer site, the number of device response requests from the customer, the total number of installed devices at the customer site, and the like may be used as judgment criteria. Alternatively, a plurality of determination criteria may be provided in advance, and if at least one of the determination criteria is reached, the customer may be identified as an important customer. As a result, it is possible to provide a wider range of customers with a high degree of customer satisfaction.

The customer information database 8 stores at least customer information such as the organization to which the customer belongs (company name, school name, etc.), department, address, telephone number, representative name, and device name. The customer information database 8 also includes customer-specific precautions (such as visit permission times for customers, methods for passing through site entrances, routes to equipment installation rooms, work clothes, portable items, items that cannot be brought in, etc. in the past. (Information collected by the visiting engineer) is also described, making it possible for customers to make smooth phone calls and visits to customers, eliminating the need to ask the same content repeatedly. In addition, even for the first-time engineer, this information can be used to visit customers without problems.

The delivered equipment information database 9 stores product information such as equipment name, model, serial number, etc. of equipment delivered to the customer, and service history information such as past periodic inspections, trouble repairs, and parts replacements of equipment owned by the customer. doing. In addition, engineers can register and update design information such as specification changes and part handling deadlines for applicable devices. Thereby, even if it is another inquiry from a customer, for example, it is also possible to provide the customer with the latest information on related devices.

In addition, a device-specific identification number (device ID) is assigned to the delivered device from the maintenance service company, and each device ID is also stored in the delivered device information database 9. If multiple devices of the same model are delivered to a customer, it is difficult for the operator to identify the device that the customer is paying attention to in the telephone call between the customer and the operator, so the operator confirms the device ID to the customer. As a result, the device of interest can be identified immediately and the past history can be grasped. In general, there is a serial number assigned by a device manufacturer as means for recognizing delivered equipment, but the serial number is often different depending on the model of the equipment and the manufacturing base. For example, in the case of only numbers, a mixture of letters and numbers, or the number of letters is different. For this reason, for example, a maintenance service company assigns a device ID in a unified format, such as 10 digits of numbers only, 10 characters of mixed numbers and alphabets, to each device introduced to the customer by each maintenance service company. The subsequent data management is easy and the customer response is quick.

The engineer information database 10 stores at least information such as name, technical skill, specialized equipment, daily action schedule, contact means, etc. for a plurality of engineers who provide technical support to customers. Engineers are broadly divided into full-time engineers who specialize in equipment of specific customers and other normal engineers, and from the engineer information database 10 based on incoming signals from customers, at least along with incoming call history information and customer information, Engineer information can be provided to the operator terminal 4.

In the action schedule table stored in the engineer information database 10, the engineer registers the action schedule every 30 minutes every day, 24 hours 365 days, and is prepared for the case where the customer cannot respond during other customer service. And assign another trusted engineer. This allows another engineer to respond immediately to an urgent request from a customer. In addition, any engineer can cope even at midnight. Since the engineer sequentially updates the information in the engineer information database 10 from each terminal, the engineer cannot be dealt with.

The operator terminal 4 is a terminal device used by the operator. The operator terminal 4 can display a customer response screen 12 on the screen. On the customer correspondence screen 12, at least customer information, delivery device information, engineer information, and incoming call history information held by the telephone reception device 3 are displayed. The operator understands the inquiry content by talking with the customer while viewing the display content of the customer response screen 12. The operator can write and correct information obtained from the conversation with the customer on the customer response screen 12 from the operator terminal 4 as necessary.

Further, when there is a communication item from the operator to the engineer, the communication item is recorded from each terminal in a communication column (not shown) provided on the customer response screen 12. At that time, the name of the entrant and the date and time are automatically recorded. The operator who handles the operator terminal 4 selects an engineer in charge from the possible engineer candidates displayed on the customer response screen 12 displayed on the terminal screen, and at least a telephone line with the customer, information on the customer response screen 12, Transfer call information.

On the customer correspondence screen 12, an identification display 17 indicating the importance of the incoming customer is displayed. The importance of the customer can be determined based on the number of inquiries (incoming calls) to the call center during a predetermined period due to defective device operation, regular maintenance, or the like. The predetermined period is, for example, the past 10 days, 1 month, 2 months, 6 months, etc., which are traced back from the time of receiving an incoming call. The identification display 17 can be immediately recognized by the operator, for example, by indicating the background color of the customer information column 13 of the customer response screen 12 with a color different from the normal color. The identification display 17 is determined by the telephone reception device 3 at the time of an incoming call based on the incoming call history database 7 in the server, and the identification display 17 is automatically displayed on the customer response screen 12.

The engineer terminal 5 is a terminal device used by an engineer who provides technical support. The same customer response screen 12 displayed on the operator terminal 4 is displayed on the screen of the engineer terminal 5, and the engineer can handle calls with the customer while looking at the customer response screen 12 on the engineer terminal 5. It is no longer necessary to repeat the explanations given in. Further, by reproducing the conversation contents between the operator and the customer from the storage device 6 as necessary, it is possible to avoid a duplicate conversation with the customer and to promptly respond. The engineer can overwrite the information obtained by the call with the customer as necessary from the engineer terminal 5 on the customer response screen 12 and stores it in the customer information database 8. If necessary, the engineer visits the customer to understand the status of the facilities and equipment, and repairs on the spot as necessary.

The operator terminal 4 and the engineer terminal 5 have recording means for recording a conversation and recording voice information in order to prevent the conversation contents between the customer and the operator and the customer and the engineer from being missed or misrecognized. The recorded data can be stored in the incoming call history database 7 in association with incoming information for each customer. The recorded data is manually input by the operator or engineer in a simple text, or automatically converted into text information using a voice recognition system, and stored in the delivered device information database 9 as text information. In addition, by reproducing the conversation contents between the operator and the customer on the operator terminal 4 or the engineer terminal 5 as necessary, it is possible to avoid a duplicate conversation with the customer and to promptly respond. In addition, the operator and the engineer can update and save the information obtained by the call with the customer on the customer correspondence screen 12 at each terminal as necessary, and can update and store the information in the customer information database 8.

The call center system according to the present invention is not limited to the configuration shown in FIG. Another embodiment of a call center system according to the present invention is shown in FIG. In FIG. 2, the exchange 2 and the telephone reception device 3 are not separated as shown in FIG. 1, but the telephone reception device 3 is provided with a telephone exchange function. The telephone signal may be received. In this case, the conversation between the customer and the operator or engineer is made via the telephone reception device 3. In addition, in this configuration, when the customer has an urgent requirement, after entering the special number (# or * symbol) following the maintenance service company's phone number, the user can then accept the call by pressing the device ID button. It is possible to connect to a dedicated engineer corresponding to the corresponding device via the device 3 and to provide customer information to the engineer terminal 5 at the same time.

Another embodiment is shown in FIG. In FIG. 3, the exchange 2 may be an existing one, and the call center system 1 may be constituted by a telephone reception device 3, an operator terminal group 4a, and an engineer terminal group 5a. In this case, the exchange 2 does not transfer the line from the customer to the operator or engineer, but the telephone reception device 3 is connected to the operator terminal or engineer terminal, and a conversation between the customer and the operator or engineer is made.

  Next, an operation procedure in the call center system 1 according to the present embodiment will be described. FIG. 4 is a flowchart showing an operation procedure.

First, when a call from a customer is sent, the flow starts (S100).
The customer's telephone signal arrives at the exchange 2 of the call center system 1 (S110).
Simultaneously with the incoming call, the call reception device 3 is connected to detect the incoming telephone number, and the customer information database 8 is searched for a customer having the same number based on a predetermined number of digits of the incoming telephone number (S120).

Simultaneously with the incoming call, the telephone reception device 3 detects the past incoming call history from the incoming call history database 7 for the customer searched in step S120. Here, the telephone reception device 3 determines whether or not the number is equal to or more than a predetermined number of times in a predetermined period (S130). Step S130 is a step of determining that the caller is from an important customer. Here, the number of incoming calls within a predetermined period is typically used here, but this is not a limitation. For example, The most recent (within a predetermined period) the number and contents of operations at the customer site, the number of emergency responses at the customer site, the number of device response requests at the emergency customer site, the number of installed devices at the customer site, etc. Further, a plurality of these determination criteria may be provided in advance, and when at least one of them is reached, it may be displayed on the operator terminal or the engineer terminal.

If the incoming call history is equal to or more than a predetermined number of times in a predetermined period, the server goes to the “Y” side in the flowchart, the server connects the incoming line from the customer to the operator terminal 4, and the operator accepts the incoming call from the customer. (S140). At this time, the telephone reception device 3 includes at least the customer information obtained in step S120, the engineer information including the dedicated engineer in charge of the customer, the delivery device information related to the customer, and the incoming call history information obtained in step S130. Either one is sent to the operator terminal 4 and displayed (S150). The operator who sees the customer response screen 12 displayed with the identification display 17 immediately transfers it to the dedicated engineer of the customer. If the dedicated engineer's action at that time is a different response, even if the engineer is not in the office at that time, if there is an identification display 17, it is preferentially connected to the dedicated engineer by an emergency call. Steps S140 and S150 have almost no time difference, and customer information, product information, and identification are displayed almost simultaneously with acceptance.

Here, the customer information is provided with an identification display 17 indicating that it is an important customer according to the incoming call history obtained in step S130. Next, the operator responds to the customer's inquiry by voice, and at the same time, recognizes the identification display 17 displayed on the operator terminal 4, and confirms the action plan of the dedicated engineer on the engineer information displayed on the operator terminal 4 (S160). .

In step S130, if the incoming call history is less than the predetermined number in a predetermined period, the server goes to the “N” side in the flowchart, the server connects the incoming line from the customer to the operator terminal 4, and the operator The incoming call is accepted (S170). At this time, the server uses at least one of the customer information obtained in step S120, the engineer information including the normal engineer in charge of the customer, the delivery device information related to the customer, and the incoming call history information obtained in step S130. The data is sent to the terminal 4 and displayed (S180). Here, according to the incoming call history obtained in step S130, the customer information is not provided with the identification display 17 indicating that the customer is particularly important (S190). Next, the operator can respond to the customer's inquiry by voice, and at the same time, recognizes the identification display 17 displayed on the operator terminal 4, confirms the action schedule from the top of the normal engineer list displayed on the operator terminal 4, and can respond. A suitable optimum engineer is selected (S200).

The difference between steps S150 and S180 is whether or not they are identified and displayed on the display screen. With the identification display, the operator immediately enters a call with the customer in a system that narrows down the customer and product, and narrows down candidates for the dedicated engineer at the transfer destination.

In the customer / product information display (S150, S180) at the time of reception (S140, S170), if there are many products delivered to the customer and the equipment that the customer is inquiring cannot be narrowed down, the customer will be described later. A step (S155, S183) (not described) for asking the device ID may be provided. In this step, at the same time as the customer answers the device ID number, the operator terminal recognizes the voice, and device information relating to the device ID can be extracted from the delivered device information database 9 and immediately displayed on the operator terminal.

Steps S110 to S140 are executed instantaneously in the server, so that the customer feels that there is no waiting time and that the call center operator is connected. Understand customer information and importance. For this reason, in the case of a highly important customer, it is possible to immediately prepare the next posture before having a conversation with the customer, and a response with high customer satisfaction is possible.

Next, the operator knows that the transfer destination engineer is available regardless of the presence or absence of the identification display 17, and then transfers the customer information, the call information with the customer, and the telephone line (S210). Thereafter, the engineer who is the transfer destination performs correspondence with the customer (S220). If the customer's requirements are met in the conversation with the operator, the conversation may be terminated without being transferred to a dedicated engineer. Simultaneously with the transfer, the customer response screen 12 is already displayed on the engineer terminal 5, and customer information, product information possessed by the customer, and conversation information with the operator in advance can be confirmed by voice files or text information. In response to inquiries and requests, there is no waiting time for the customer, and an accurate and quick response with high customer satisfaction is possible.

By responding to such a customer, the customer terminates the service by promising inspection and repair of the equipment that has been sent to the site, and the line is shut off (S230).

Finally, the above-mentioned operators and engineers update existing customer information and product information based on the information obtained in response to the customer, and store it in the customer information database 8 (S240). The incoming call history information is automatically updated by the server.
With the above flow, a series of operation flows in the call center system 1 is completed.

Next, the customer response screen 12 displayed on the operator terminal 4 and the engineer terminal 5 in the call center system 1 according to the present embodiment will be described.

FIG. 5 is an example of the customer response screen 12.
The customer correspondence screen 12 has at least a customer information column 13, a delivery device information column 14, an engineer information column 15, and an incoming call history information column 16. However, it is not always necessary to display all the fields on the screen. When displaying at least the customer information column 13, the delivery device information column 14, the engineer information column 15, and the incoming call history information column 16, when displaying all these information on the screen of the operator terminal 4 or the engineer terminal 5, By displaying only the top information in each information column, the operator and engineer can grasp the minimum information in a short time without scrolling the screen, and immediately without waiting for the customer. Can be supported. Detailed information of each column can be displayed by pressing the detail button 18, and lower information can be displayed by a scroll bar beside each column. Of course, all information may be displayed when there is room in the screen size.

  The customer information column 13 displays customer information such as a customer name (company name, university name, etc.), department name, address, and telephone number. When there are customers in a plurality of departments with the same customer name, all the customers are displayed, but the operator can narrow down the callers from the conversation with the caller. Alternatively, it is possible to narrow down and confirm the number of callers by increasing the number of digits recognized for the incoming phone number or setting it as a perfect match.

  The delivered equipment information column 14 displays delivered equipment information such as equipment name, model, and delivery date for all equipment delivered to the same customer and the same department. Even if a large number of devices with the same customer name have been delivered, if the person in charge can be identified by the above operator and caller, the target devices can be narrowed down and displayed. Since the customer information column 13 and the delivered device information column 14 are linked, the delivered devices are narrowed down and displayed as details such as the department of the caller become clear. For this reason, in a short talk time between the operator and the caller, the device that the caller wants to make an inquiry becomes clear, and there is no waiting time for the customer, and a detailed inquiry can be made smoothly.

In addition, when a large number of devices of the same type are delivered to the same customer, it is difficult to specify the device of interest in a call between the customer and the operator. In this case, the operator can identify the device of interest by confirming with the customer the device-specific identification number (device ID) assigned to the delivered device. The device ID is also stored in the delivered device information database 9 in association with each device.

Further, by pressing a detail button 18 beside each device name in the delivered device information column 14, it is possible to display detailed information such as a periodic inspection record, failure response status, and part replacement history of each device. Thereby, in response to an inquiry from a customer, the past service history of the target device can be immediately grasped, and a smooth response to the customer can be performed.

The engineer information column 15 displays engineer information corresponding to customer inquiries. The operator can select an optimum engineer from a full-time engineer or a plurality of normal engineers in response to an inquiry from a customer by browsing the action schedule of the engineer. For the customer whose identification information 17 is displayed in the customer information, the operator selects a dedicated engineer. Normally, a plurality of engineers are displayed, and those who have no business trip at the arrival time and have more free time are displayed higher. For this reason, when selecting from a plurality of normal engineers, the operator first selects all the normal engineers positioned at the top.

  The engineer information column 15 displays the name of the engineer in distinction between a dedicated engineer and a normal engineer. By pressing the detail button 18, a daily action schedule registered in advance by each engineer, availability of customer support, destination, contact information, contact information of the agent when absent, etc. are displayed. When the transfer destination is determined, the operator presses the transfer button 19 next to the engineer name, and the customer connection screen 12 and the line with the customer are transferred to the engineer via the server.

  In the incoming call history information column 16, past acceptance histories are posted, and at least the reception date and time are displayed. By pressing the detail button 18 of the incoming date, other detailed information, for example, information such as corresponding time, corresponding person, and corresponding content is displayed. The basis of the identification display 17 in the customer information column 13 is the incoming call history information database, and the identification display 17 is performed according to the number of incoming calls within a predetermined period. Further, the number of incoming calls within the predetermined period is displayed in the in-period incoming call count column 20. In the example of FIG. 5, it is displayed that it is 7 times. This makes it possible to grasp the urgency level and importance level of the customer separately from the identification display 17 indicating “most important” without an upper limit.

The identification display 17 indicates, for example, the background color of the customer information column 13 on the customer response screen 12 with a color different from normal. Specifically, for example, incoming calls up to twice in the past 10 days are defined as normal and displayed in white, and for the third time in the last 10 days, they are defined as “important” customers and displayed in yellow for the fifth time In the case of the above reception, it is defined as a “most important” customer, and a vermilion display and a background color according to the number of receptions are made to alert operators and engineers.

  In the above example, the identification display 17 is clearly indicated by changing the background color of the customer information column 13 by distinguishing between “normal”, “important”, and “most important”. The identification display 17 is not limited to this example. For example, in the uppermost space of the customer-facing screen 12, the red fonts of large fonts may be described so as to stand out (important) and (most important), and may not be described in a normal case. Further, the color of the outer frame line in the customer information column 13 may be different, or the background color of the entire customer correspondence screen 12 may be different. It may be a symbol. In short, it is only necessary that the operator and the engineer can display the customer response screen 12 at the same time as it can be identified at a glance.

  The customer identification display is not limited to the display on the screen. For example, a predetermined alert sound different from the ringtone may be set to be emitted from at least the operator terminal 4 or the engineer terminal 5. Also in this case, the sound quality and sound pattern (such as intermittent sound and changing intermittent time) may be changed depending on the level of importance.

In this way, the operator terminal 4 can grasp at least the importance level of the customer before directly talking to the customer, and in addition, can grasp the customer information and the equipment information of the customer. As soon as the service is started, it is possible to respond smoothly to the customer and increase customer satisfaction.

The contents of various data in the telephone reception device can be viewed by employees of the maintenance service company that owns the call center system, and information can be shared with related design departments and sales departments. Information from these customers can be utilized during the visit, and customer satisfaction can be further enhanced.

Further, in the above-described embodiment, the display indicating the importance level of the customer is automatically displayed on the customer correspondence screen 12 based on the predetermined number of incoming calls in a predetermined period. However, the present invention is not limited to this. In another example embodiment, when the operator or engineer determines that the priority is high and immediate response is required in the correspondence between the customer, the operator, and the engineer, apart from the automatic display based on the above-described predetermined determination criteria, The importance level display can be changed manually. For example, even if the number of incoming calls within a period is one, when it is determined that the customer is an important customer such as an equipment accident at the customer site or when waiting for re-entry, the operator or engineer displays “ A predetermined symbol such as “AAA” may be displayed large.

Further, the criterion for determining the importance of the customer is not limited to the above embodiment. As another embodiment, the telephone reception terminal 3 or the operator terminal 4 analyzes the voice of the conversation between the customer and the operator, and extracts the speech tone speed, pitch, appearance frequency of a predetermined keyword, and the like as data. Analysis, grasp customer's feelings, and may be determined to be an important customer when a predetermined standard is exceeded. When the reference is exceeded, it is displayed or lit so that it can be identified by at least one of an operator terminal, an engineer terminal, a center manager terminal, and an indicator lamp. This allows engineers and center managers to know the customer's urgency and take an immediate response in a short time for a truly urgent customer, and to take a response with increased customer satisfaction.

In general, in a call center, there is a center manager who supervises and grasps the correspondence status of operator terminal groups and engineer terminal groups. The center manager can grasp the reception status and response status from the important customers in addition to the response status of the operator at a dedicated terminal (not shown) possessed by the center manager. If an operator or an engineer who is dealing with an important customer is named a hot spot in this specification, the center manager can grasp the increase or decrease of the hot spot. If a hot spot can be found, the center manager can confirm that a dedicated engineer is available while the operator is talking to the customer. In addition, if multiple hot spots are found or are judged to be increasing, countermeasures such as engineer reinforcement and replacement with veteran operators should be promptly advanced in parallel between operator responses. Can do. Also, even if the operator or telephone reception device is not important, if it is determined to be important in the call between the customer and the engineer, the engineer will manually display the importance, and the center manager will grasp the situation. Thus, in parallel with the call between the customer and the engineer, the center manager can prepare for the increase of another engineer and can increase customer satisfaction.

  In this way, even for an important customer requiring urgency, the waiting time until the customer obtains an answer can be shortened and handled accurately, and customer satisfaction can be increased. In addition, grasping hotspots is not limited to the display on the dedicated terminal for the center manager, but an indicator light that can be confirmed even if the operator, engineer, or center manager's seat is away is provided on each operator or engineer terminal. In addition, the indicator lamp may be turned on automatically or manually by an operator or engineer when a hot spot state is reached. With such a configuration of the call center system, the entire call center can grasp the situation.

You may provide the display mechanism which displays the matter which wants to convey about the said customer on the response screen of the engineer terminal which displays a customer response screen. For example, “The device used by this customer has a history of such problems in the past, so check that part first.” “Contact us” is recorded, and a comment (message) that can be optimally handled for each customer is recorded and displayed on the engineer terminal, so that a quick response is possible. This message can also include a message to the operator that he / she wants to forward to another engineer when there is no dedicated engineer.

In addition, a text display mechanism for displaying a text conversation between the customer and an operator who operates the operator terminal may be provided on the response screen of the engineer terminal that displays the customer response screen. In the text display, voice data is analyzed by software, converted into text, and displayed on the engineer's terminal, so that the conversation between the customer and the operator can be understood at a glance. There is no need to ask the customer to wait while listening. Even if there are some mistakes in text conversion, it is enough to understand the outline. It is also effective to register in advance the keywords that can understand the customer's request from the text-converted information, and display them in groups for each such keyword. For example, it is effective to sort and display by the keyword of failure or the name of a part (mechanism) of an automatic analyzer such as a syringe or pipetter.

Further, at least one of inquiry history, work history, and number of inquiries may be displayed on the response screen of the engineer terminal that displays the customer response screen. This display item may be a common item for all engineers, and engineer A displays an inquiry history, engineer B displays a work history, and so on. May be. In addition, display items may be automatically selected for each customer.

1 ... call center system,
2 ... switch,
3 ... Telephone reception device,
4 ... operator terminal, 4a ... operator terminal group,
5 ... Engineer terminal, 5a ... Engineer terminal group,
6 ... Storage device,
7 ... Incoming call history database,
8 ... Customer information database
9 ... Delivery equipment information database,
10 ... Engineer information database,
11 ... Customer phone,
12 ... Customer service screen,
13 ... Customer information column
14 ... Delivery equipment information column,
15 ... Engineer information column,
16 ... incoming call history information column,
17 ... identification display,
18 ... Detail button,
19 ... Transfer button,
20 ... Number of incoming calls during period

Claims (11)

An exchange that receives communications from customers;
A telephone reception device for storing at least history information related to communication from the customer and the customer information;
A customer response screen connected to the telephone reception device and corresponding to the customer is displayed, and a communication from the customer received by the exchange is instructed to be transferred to any one of a plurality of predetermined transfer destinations. An operator terminal to
An engineer terminal that is the forwarding destination and displays the customer-facing screen;
A call center system comprising:
The call center system, wherein the telephone reception device includes a determination mechanism for determining the importance of the customer based on the history information. The call center system according to claim 1,
A call center system comprising a display mechanism for identifying and displaying on the customer-facing screen according to the importance determined by the determination mechanism. The call center system according to claim 2,
The call center system, wherein the display mechanism for identifying and displaying changes a color of at least a part of the customer-facing screen. The call center system according to claim 2,
The call center system, wherein the display mechanism for identifying and displaying changes a size of characters displayed on a customer-facing screen. In the call center system according to any one of claims 1 to 3,
A call center system comprising an identification mechanism for identifying with a warning sound or an indicator lamp according to the importance determined by the determination mechanism. In the call center system according to any one of claims 1 to 3,
The determination mechanism includes a plurality of determinations including the number of operations at the customer site in a predetermined period, the number of emergency responses at the customer site, the number of device response requests at the emergency customer site, and the number of installed devices at the customer site A call center system, wherein the importance of the customer is determined based on at least one of the criteria. In the call center system according to any one of claims 1 to 3,
A call center system comprising a storage mechanism for storing the importance determined by the determination mechanism, and further including an importance changing mechanism for arbitrarily changing the importance stored in the storage mechanism. In the call center system according to any one of claims 1 to 3,
A call center system comprising: a storage mechanism for storing the importance determined by the determination mechanism; and a mechanism for changing the importance stored in the storage mechanism by the transfer destination. In the call center system according to any one of claims 1 to 8,
A call center system comprising a display mechanism for displaying matters to be transmitted regarding the customer on a response screen of an engineer terminal that displays the customer response screen. In the call center system according to any one of claims 1 to 8,
On the correspondence screen of the engineer terminal that displays the customer correspondence screen,
A call center system comprising a text display mechanism for text-displaying a conversation between the customer and an operator who operates the operator terminal. In the call center system according to any one of claims 1 to 8,
A call center system comprising a display mechanism for displaying at least one of an inquiry history, an operation history, and the number of inquiries on a response screen of an engineer terminal that displays the customer response screen.

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