JP2018169738A - Call center business support system and call center business support method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To success a telephone conversation with a delinquent while avoiding indiscreet telephone calls to the delinquent of a tax and a repayment and the like.SOLUTION: A call center business support system 100 is configured to include a storage device 101 storing each kind of information regarding a telephone call record during a prescribed period of a delinquent of a tax and a repayment and the like and a telephone conversation success probability of each delinquent for each period within the period, and an arithmetic unit 104 that generates delinquent lists for a prescribed number of persons in an order of a height of the telephone conversation success probability and generates a telephone call object list by extracting delinquents from an upper rank of each delinquent list in an order determined by a prescribed algorithm regarding each of at least one or more conditions from conditions based on each kind of information regarding the telephone call record and the telephone conversation success, where these conditions include that a telephone call was not performed in the period, a telephone call was interrupted with a prescribed frequency, there is a value of the telephone conversation success probability indicating a significance heigh among each time period, and it did not correspond to any one of these conditions.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a call center business support system and a call center business support method. Specifically, the present invention relates to a call center business support system and a call center business support method. It relates to technology that makes it possible to succeed.

  As a call center business, there is a call center that calls for payment or repayment for the purpose of urging a person who has failed to pay various taxes, social insurance premiums, or debt repayments.

  On the other hand, the number of operators in the call center is limited to the huge number of delinquents, and it is not realistic to call all the delinquents. Therefore, there is a need for a mechanism in the call center that makes it possible to make a call efficiently by making a call to the delinquent.

  As a conventional technique for dealing with such a problem, for example, a collection work management system for managing collection work for debt delay, a debtor attribute information database storing attribute information of each debtor, and the debtor attribute A credit status classification means for classifying the credit status for each debtor based on the attribute information stored in the information database, and a management status for each debtor based on the attribute information stored in the debtor attribute information database. A management status classification means for classifying, a department classification means for determining a department in charge of work based on the credit classification items classified by the credit status classification means and the management classification items classified by the management status classification means; A debtor information transmitting means for transmitting attribute information of a debtor required for the responsible department determined by the responsible department determining means to perform the assigned duties. And the control means, wherein the control means is configured to determine the responsible department so that the bond classification items and the management classification items are configured in a matrix, and the intersections of the matrix are segmented to determine the responsible department. A collection work management system (see Patent Document 1) characterized by controlling the means has been proposed.

  Also, a memory card creation means for extracting a non-payment person corresponding to the specified condition from a non-payment file storing non-payment data related to the non-payment person, and outputting the non-payment data of the non-payment person to the memory card, and a person in charge of collection A series of processes including reading the unpaid data of the memory card, calculating the arrears for collecting tax visits, creating a receipt, and writing the application data to the memory card A mobile terminal for visit tax collection, and an erase data reading means for reading the erase data written by the mobile terminal for visit tax collection from the memory card and storing it in an erase file for batch updating the non-payment tax files There has also been proposed a visit taxation system (see Patent Document 2) characterized by the provision of

JP 2008-9628 A JP 9-293098 A

  According to the prior art, a list of delinquents with high call success probability is created based on the past call results for each delinquent and the attribute information of the delinquent, and the call based on this is implemented . However, problems still remain on the list.

  For example, it is assumed that there is a delinquent who has a high call success probability only at a certain date and time. However, when the call success probability value is clearly smaller than the call success probability values of other delinquents regarding the date and time, the delinquent is not included or is included in the above list. This can result in a lower ranking. Then, in the first place, there is a situation in which no call is made or no call is actually made due to the number of operators even if the call is made.

  When such a situation occurs, the situation where the delinquent is not included in the list is prolonged, and it is easy to continue the situation where no call is made. On the other hand, in order to suppress the occurrence of such a situation, it is necessary to comply with industry self-regulation (eg, Japan Money Lending Association's self-regulation) even if we frequently contact delinquents with low call success probability. It is also difficult to call.

  SUMMARY OF THE INVENTION An object of the present invention is to provide a technology that makes it possible to efficiently make a call with a delinquent while avoiding a dark call to a delinquent such as taxes and repayments.

  The call center business support system of the present invention that solves the above problems is a call record probability during a predetermined period regarding each delinquent such as tax and repayment, and a call success probability for each delinquent during the period, And a condition based on the information on the call record and the call success probability, the call is not executed during the period, and the call is not made at a predetermined frequency during the period. Each of the plurality of conditions, that there is a value of the call success probability indicating a significant height between each of the times, and that none of the above conditions is satisfied A list of delinquents for a predetermined number of people in descending order of call success probability, and extracting delinquents from the top of each delinquent list in the order determined by a predetermined algorithm with respect to the list of delinquents. Characterized in that it comprises an arithmetic unit for generating a strike, a.

  In addition, the call center business support method of the present invention includes information on the call performance during a predetermined period regarding each delinquent such as tax and repayment, and the call success probability for each delinquent during the period. Is a condition based on each information of the call performance and the call success probability, and the call is not implemented during the period, and predetermined during the period At least any one of the following: at least one of the following: a failure in frequency, a call success probability value indicating a significant height during each period, and none of the above conditions For each condition, generate a delinquent list for a predetermined number of people in descending order of call success probability, extract delinquents from the top of each delinquent list in the order determined by a predetermined algorithm between the delinquent lists, Generating a conductive target list, and wherein the.

  ADVANTAGE OF THE INVENTION According to this invention, it becomes possible to make a telephone call with the said delinquent efficiently succeed, avoiding the dark call to a delinquent, such as a tax and repayment money.

It is a network block diagram including the call center business support system of this embodiment. It is a figure which shows the hardware structural example of the call center business assistance system in this embodiment. It is a figure which shows the data structural example of the call record performance table of this embodiment. It is a figure which shows the example of a data structure of the attribute information table of this embodiment. It is a figure which shows the example of a data structure of the evaluation type | formula table of this embodiment. It is a figure which shows the example of a flow of the call center business assistance method of this embodiment. It is a figure which shows the data structural example of the flag table of this embodiment. It is a figure which shows the data structural example of the delinquent person list of this embodiment. It is a figure which shows the example of the order relationship between nonpayment person lists in this embodiment. It is a figure which shows the example of a data structure of the call object list | wrist of this embodiment.

--- Network configuration ---

  Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a network configuration diagram including a call center business support system 100 of the present embodiment. A call center business support system 100 shown in FIG. 1 is a computer system that makes a successful call with a delinquent while avoiding a dark call to a delinquent such as taxes and repayments.

  In the call center described above, there is a call processing device 200 that performs an automatic call operation according to a call target list, and an operator terminal 300 that receives a call from a delinquent telephone in response to a call by the call processing device 200. Has been placed.

  Among the above, the call processing device 200 is a device that has conventionally existed in a so-called outbound call center or the like, and automatically executes a calling procedure for a corresponding telephone number in accordance with a call target list given in advance.

  The operator terminal 300 is a terminal operated by an operator belonging to the call center. In addition to a normal telephone function, the operator terminal 300 obtains attribute information about a delinquent from the call center business support system 100 and outputs it to a display device such as a display. It is assumed that the operator terminal 300 has a general function.

On the other hand, the call center business support system 100 of the present embodiment is connected to at least one of the above-described call processing device 200 and operator terminal 300 via the network 10 so as to be communicable. The type of network 10 is not limited.
--- Hardware configuration ---

  The hardware configuration of the call center business support system 100 is as follows. The call center business support system 100 is held in a storage device 101 composed of an appropriate nonvolatile storage element such as an SSD (Solid State Drive) or a hard disk drive, a memory 103 composed of a volatile storage element such as a RAM, and the storage device 101. The computer 102 is executed by reading out the program 102 into the memory 103 and performing overall control of the device itself, and is connected to the arithmetic device 104 such as a CPU for performing various determinations, computations and control processes, and the network 10. And a communication device 105 responsible for communication processing with other devices such as the operator terminal 300.

  In the storage device 101, in addition to the program 102 for implementing functions necessary as the call center business support system 100 of this embodiment, the call record table 125, the attribute information table 126, the evaluation formula table 127, the non-payment The operator list 128, the call target list 129, and the flag table 130 are stored. Specific configurations of the call record table 125, attribute information table 126, evaluation formula table 127, delinquent list 128, call target list 129, and flag table 130 will be described later. --- Data structure example ---

  Next, tables used by the call center business support system 100 of this embodiment will be described. FIG. 3 shows an example of the call record table 125 in this embodiment.

The call record table 125 is a table in which information on call statuses during a certain period (eg, the latest one week) related to each delinquent is accumulated. The stored information of the call record table 125 includes information that the call center business support system 100 appropriately acquires from the call processing device 200 and the operator terminal 300 described above and information calculated based on this information.

  The data structure is, for example, based on the non-payee ID that uniquely identifies the non-payee as a key, the date and time when the call was made to the non-payee's phone number during the corresponding period, the success or failure of the call by the call, and the success or failure It is a set of records in which data such as the number of times of disconnection during a period and the call success probability of each time zone of each day of the week in the morning / afternoon (that is, by time) in the corresponding period are associated with each other.

  Among these, the value of the call success probability is a value calculated by an evaluation formula described later. In this embodiment, each day of the week, which is a predetermined period, is divided into four parts, the first half “AM1” and the second half “AM2”, and the first half “PM1” and the second half “PM2” in the afternoon. A total of 28 time zones are assumed for the week. Of course, the configuration example of such a time zone is an example, and the present invention is not limited to this.

  Of each piece of information in the above-described call record table 125, every time a call is made by the call center call processing device 200, “date and time when call was made to the telephone number of the delinquent during the corresponding period” The execution date and time of the corresponding call is added to the column, and the success or failure of the call by the call and the number of times of disconnection during the corresponding period based on the success or failure are updated.

  FIG. 4 shows a data configuration example of the attribute information table 126 of the present embodiment. This attribute information table 126 is a table in which attribute information of each delinquent is accumulated. The stored information in the attribute information table 126 can be assumed to be information provided by the call center business support system 100 from a consignor who has entrusted the call center to the call center.

  The data structure is a collection of records in which data such as the non-payee's address, age, occupation, gender, non-payment period, and non-payment amount are associated with the non-payee ID that uniquely identifies the non-payment person as a key. is there.

FIG. 5 shows a data configuration example of the evaluation formula table 127 of the present embodiment. The evaluation formula table 127 is a table that stores an evaluation formula for calculating the call success probability of each delinquent for the above-mentioned time zones of the respective sections. The evaluation formula stored in the evaluation formula table 127 is generated by the call center business support system 100.
The data structure is a set of records in which each section and an evaluation formula generated for the section are associated with each other by using a non-payer ID that uniquely identifies the non-payment person as a key.
--- Flow example ---

  Hereinafter, an actual procedure of the call center business support method in the present embodiment will be described with reference to the drawings. Various operations corresponding to the call center business support method described below are realized by a program 102 that is read and executed by the call center business support system 100 in a memory or the like. And this program 102 is comprised from the code | cord | chord for performing the various operation | movement demonstrated below.

FIG. 6 is a diagram showing a flow example of the call center business support method in the present embodiment. Here, first, the call center business support system 100 refers to the call record result table 125, and the call record result and attribute information table 126 related to the time zones of the above-mentioned categories in the most recent predetermined period (eg, one month). Based on the attribute information of the delinquent in the case, the regression analysis was performed with the success or failure of the call associated with the call in the most recent period, that is, the call success probability as the objective variable, and the attribute information of the delinquent as the explanatory variable. Then, an evaluation formula for the call success probability for the corresponding delinquent in the time zone of the corresponding category in the latest period is generated and stored in the evaluation formula table 127 (s100).

For example, when the call success probability is a function z, the evaluation formula generated in the above-described s100 is a variable x ¹ to x x for each attribute such as the address, age, occupation, gender, delinquency period, and delinquency amount of the delinquent. ⁿ = a1 × x ¹ × a2 × x ² × ·· an × x ⁿ .

In addition, as the value of the address to be substituted into the variable of such an evaluation formula, a predetermined value (classified by pre-classifying the address according to a predetermined standard such as the population size of the local government, average household income, distance from the nearest station, etc.) Example: “1” for a population of 300,000 or more, “0” for a population of less than 300,000, etc.). Similarly, the occupation and gender values to be substituted into the evaluation formula variables are predetermined values determined by classifying occupations and genders in advance according to predetermined criteria (eg, “1” for some listed companies, unlisted) “0” for companies, “1” for men, “0” for women, etc.).
In any case, the above-described evaluation formula generation method itself may be a conventional method associated with regression analysis as appropriate.

  Subsequently, the call center business support system 100 refers to the call history table 125 for the latest one week in order to generate the delinquent list 128 and the call target list 129 based thereon, for example, for the week starting from tomorrow. The information on the actual number of calls for each delinquent in each category (either itself or after appropriate processing) is substituted into the corresponding evaluation formula obtained in s100, and the call success probability for each delinquent in each category Is calculated (s101). Such a call success probability calculation processing execution schedule can be assumed to be executed, for example, once a week before the start of the division of “AM1” on Sunday.

  Further, the call center business support system 100 stores the value of the call success probability calculated in s101 in the corresponding record in the call record table 125 (s102). In addition, the call center business support system 100 in s102 generates a record regarding the delinquent and stores it in the flag table 130 (see FIG. 7). The call success probability value of each section, that is, each time zone in the record is stored. Shall be set.

  Subsequently, the call center business support system 100, based on the stored information of the call record result table 125, has a call success probability indicating a significant height among each non-payee in each time zone of each category for the most recent one week. An item having a value is specified (s103).

  This identification is made by comparing the call success probability value of a delinquent among each category or time zone, and the difference between the highest call success probability value and the next highest call success probability value is a predetermined criterion. Identify those who are above. That is, a non-payment person who has a time zone showing a call success probability significantly higher than other time zones is specified.

  The call center business support system 100 determines whether or not the above-mentioned flag table 130 corresponds to a delinquent who has a call success probability value indicating a significant height between each of the time zones of the most recent one week. In the record, the difference flag “1” is set (s104).

  Subsequently, the call center business support system 100 identifies a person who has not made a call in the latest one week among the delinquents based on the information stored in the call result table 125 (s105). This specification is a process of searching for records in the call record table 125 that have a blank date and time for a caller's telephone number.

The call center business support system 100 sets the no access flag “1” in the corresponding record of the above-described flag table 130 for the non-payee who has not performed the call in the most recent week specified above (s105).

  Subsequently, the call center business support system 100 specifies a person who succeeded in the call in the latest one week among the delinquents based on the information stored in the call record result table 125 (s106). This specification is a process of searching for records in the call record table 125 in which a predetermined value indicating that the call has been made, such as “successful”, is set in the call success / failure column.

  The call center business support system 100 sets “1” as the already-called flag in the corresponding record of the flag table 130 for the delinquent who succeeded in the call in the most recent week specified above (s107).

Subsequently, the call center business support system 100 identifies the number of calls made up to the current time zone of today for each delinquent based on the information stored in the call record table 125 (s108).
This specification is a process of counting the number of dates and times set in the date and time column for the caller's telephone number in each record of the call record table 125.

  The call center business support system 100 sets the number of calls identified above as the number of calls on that day in the corresponding record of the flag table 130 (s109).

  Subsequently, the call center business support system 100 refers to the value of the number of non-communications in each category, that is, each time zone in the latest one week for each delinquent based on the stored information in the call record table 125, and refers to this value as described above. Is set in the corresponding record in the flag table 130 (s110).

  Next, the call center business support system 100 refers to each record of the flag table 130 described above, the above-mentioned call completion flag “1” is not set, and the number of calls on the day is “2” or less. Records, that is, delinquents are identified (s111).

  Subsequently, the call center business support system 100 sets the difference flag among the delinquents identified in s111, that is, the call success probability indicating a significant height between the respective time zones in the latest one week. 8 is extracted from the extracted delinquents, and a predetermined number of persons (for example, 100 people) determined in advance in the order of the probability of success of the call is selected from the extracted delinquents. An example difference list 800 (one of the delinquents list) is generated (s112). In FIG. 8, each nonpayer list 800 to 830 including the above-described difference list 800 is illustrated. However, the difference list 800, the no access list 810, the non-communication count list 820, and the normal list 830 are stored. Although the non-payee IDs are different, they have the same table structure, so only the difference list 800 is clearly shown.

  In addition, the call center business support system 100 selects the non-payers identified in s111 for which the no-access flag is set, that is, non-payers who meet the condition that no call is made in the last week. From the extracted delinquents, a predetermined number of people (for example, 100 people) predetermined in the order of the probability of success of the call is selected, and no access list 810 illustrated in FIG. 8 (one of the delinquents list) ) Is generated (s113).

In addition, the call center business support system 100 has a non-payment number of 1 or more in two time zones other than the predetermined time zone among the non-payment persons specified in s111, and the non-paytime count in a certain time zone is 2 or more. In other words, the delinquents who meet the condition that they were disconnected at a predetermined frequency (for example, the frequency of calls specified in the industry self-regulation of the Money Lending Association) in the last week Then, a predetermined number of persons (for example, 100 persons) determined in the descending order of the call success probability is selected, and a non-delivery count list 820 (one of the delinquent list) illustrated in FIG. 8 is generated (s114).

  Further, the call center business support system 100 extracts delinquents who do not meet any of the above-mentioned conditions (corresponding to the respective delinquents list in FIG. 8) among the delinquents identified in s111, and extracts the delinquent A predetermined number (for example, 100 people) determined in advance in descending order of the call success probability is selected from the delinquents, and a normal list 830 (one of the delinquent lists) illustrated in FIG. 8 is generated (s115). .

  Next, the call center business support system 100 determines the order of picking up the non-payers for the generation of the call target list 129 for each non-payer list 800-830 generated in s112-s115 described above (s116). ).

  When determining the order, the call center business support system 100 calculates an average value of the success probability of calls among a predetermined number of delinquents such as the top 30 in each of the delinquent lists 800 to 830, for example. The order of height of the average values among the person lists 800 to 830 is specified as the order regarding the delinquent person list 800 to 830.

  Alternatively, when determining the above-mentioned order, the call center business support system 100 compares, for example, the success probability of calls of the same non-payers among the non-payers lists 800 to 830, and the said non-payers list 800 to 830 The order in which the call success probability is high is specified as the order related to the delinquent list 800-830.

  FIG. 9 shows an example of the order relationship between the delinquent list 800-830 determined in this way. In the example of FIG. 9, the difference list 800 is ranked first among the delinquents list, the no access list 810 is ranked second among the delinquents list, the non-delivery count list 820 is ranked third among the delinquents list, The normal list 830 is in the fourth place among the delinquents list.

  Further, the call center business support system 100 extracts delinquents from the top of each delinquent list 800-830 in the order determined between the above-mentioned delinquent lists 800-830, and the call target list 129 (FIG. 10). Reference) is generated (s117).

  Subsequently, the call center business support system 100 transmits the call target list 129 generated in s117 to the call processing apparatus 200 (or the operator terminal 300) (s118), and ends the process. . The call processing device 200 acquires the call target list 128 from the call center business support system 100, and automatically executes the call to the call target person included in the call target list 128, that is, the telephone number of the delinquent. It will be.

Although the best mode for carrying out the present invention has been specifically described above, the present invention is not limited to this, and various modifications can be made without departing from the scope of the invention.
According to this embodiment, it is possible to efficiently make a successful call with a delinquent while avoiding a dark call to a delinquent such as taxes and repayments.

  At least the following will be clarified by the description of the present specification. That is, in the call center business support system according to the present embodiment, the arithmetic unit calculates an average value of call success probabilities among a predetermined number of delinquents from the top in each delinquent list, and the delinquent list It is good also as what specifies the height order of the said average value in between as the order regarding the said delinquent list.

  According to this, among those who are delinquent, those who meet the above conditions in each time zone of each day of the week (eg, the first half / second half of each morning / afternoon), that is, subject of dunning work, The order of priority in terms of efficiency in achieving call success is efficiently and accurately identified among each delinquent list that picks up those who have a call success probability in a given situation, and is a high quality call for call center operations. A target list can be generated. As a result, it is possible to make calls with the delinquent more efficiently while avoiding dark calls to delinquents such as taxes and repayments.

  Further, in the call center business support system according to the present embodiment, the arithmetic device compares the call success probability of peer non-payers between the non-payment lists, and the call success probability between the non-payment lists is high. The order may be specified as the order related to the list of delinquents.

  According to this, among those who are delinquent, those who meet the above conditions in each time zone of each day of the week (eg, the first half / second half of each morning / afternoon), that is, subject of dunning work, The order of priority in terms of efficiency in achieving call success is efficiently and accurately identified among each delinquent list that picks up those who have a call success probability in a given situation, and is a high quality call for call center operations. A target list can be generated. As a result, it is possible to make calls with the delinquent more efficiently while avoiding dark calls to delinquents such as taxes and repayments.

  Further, in the call center business support system of the present embodiment, the storage device further stores attribute information of each delinquent, and the arithmetic device is configured to store the call record and attribute information, and the call success. Perform a regression analysis with the probability to generate an evaluation formula of the call success probability for each delinquent by time, and use the evaluation formula when generating the delinquent list to call each period for each delinquent The success probability may be calculated.

  According to this, it is possible to accurately calculate the call success probability for each predetermined period, and to further improve the accuracy of the delinquent list and the call target list using the probability. As a result, it is possible to make calls with the delinquent more efficiently while avoiding dark calls to delinquents such as taxes and repayments.

  Further, in the call center business support method of the present embodiment, the information processing system calculates an average value of call success probabilities among a predetermined number of delinquents from the top in each of the delinquent list, and the delinquent The order of height of the average values among the lists may be specified as the order with respect to the list of delinquents.

  Further, in the call center business support method according to the present embodiment, the information processing system compares the call success probability of peer non-payers between the non-payment lists, and determines the call success probability between the non-payment lists. The order of height may be specified as the order related to the list of delinquents.

  Further, in the call center business support method of the present embodiment, the information processing system further stores the attribute information of each delinquent in the storage device, and the call record and attribute information, and the call success probability, To generate a call success probability evaluation formula for each delinquent by time, and use the evaluation formula when generating the delinquent list to establish a call success probability for each delinquent by each period. May be calculated.

DESCRIPTION OF SYMBOLS 10 Network 100 Call center business support system 101 Storage device 102 Program 103 Memory 104 Arithmetic device 105 Communication device 125 Calling record table 126 Attribute information table 127 Evaluation formula table 128 Nonpayers list 129 Call target list 130 Flag table 200 Call processing device 300 Operator terminal 800 Difference list (payee list)
810 No access list (Payment list)
820 Non-communication number list (payment list)
830 normal list (payee list)

Claims (8)

A storage device that stores information on the call performance during a predetermined period of each delinquent such as tax and repayment, and the call success probability for each delinquent during the period;
It is a condition based on each information of the call performance and the call success probability, and the call is not implemented during the period, the call is not made at a predetermined frequency during the period, and each period of time The predetermined number of people in the order of the success rate of the call success with respect to at least any one of the plurality of conditions that there is a value of the call success probability indicating a significant height in FIG. A non-payer list for a minute, extracting non-payers from the top of each non-payers list in the order determined by a predetermined algorithm with respect to between the non-payers list, and generating a call target list;
Call center business support system characterized by including The arithmetic unit is
In each of the delinquent list, the average value of the call success probability between a predetermined number of delinquents from the top is calculated, and the average order of the average values among the delinquent lists is calculated as the delinquent list. Which is specified as an order with respect to
The call center business support system according to claim 1, wherein: The arithmetic unit is
Comparing the success rate of calls of the same non-payers between the non-payment lists, and specifying the order of the success rate of call successes among the non-payment lists as the order of the non-payment lists. is there,
The call center business support system according to claim 1, wherein: The storage device
Further storing the attribute information of each delinquent,
The arithmetic unit is
Regression analysis between the call record and attribute information and the call success probability is performed to generate a call success probability evaluation formula for each delinquent by time, and when the delinquent list is generated, The call success probability of each period for each delinquent is calculated using an evaluation formula.
The call center business support system according to claim 1, wherein: Information processing system including a storage device that stores information on a call record during a predetermined period regarding each delinquent such as tax and repayment and a call success probability for each delinquent during the period But,
It is a condition based on each information of the call performance and the call success probability, and the call is not implemented during the period, the call is not made at a predetermined frequency during the period, and each period of time The predetermined number of people in the order of the success rate of the call success with respect to at least any one of the plurality of conditions that there is a value of the call success probability indicating a significant height in FIG. Generate a list of delinquents for minutes,
Extracting delinquents from the top of each delinquent list in the order determined by a predetermined algorithm with respect to between the delinquent lists, to generate a list of calls
Call center business support method characterized by this. The information processing system is
In each of the delinquent list, the average value of the call success probability between a predetermined number of delinquents from the top is calculated, and the average order of the average values among the delinquent lists is calculated as the delinquent list. Identify as an order with respect to,
The call center business support method according to claim 5, wherein: The information processing system is
Comparing call success probabilities of peer non-payers between the non-payment lists, and specifying the order of the call success probabilities among the non-payment lists as the order between the non-payment lists;
The call center business support method according to claim 5, wherein: The information processing system is
In the storage device, further storing the attribute information of each delinquent,
Regression analysis between the call record and attribute information and the call success probability is performed to generate a call success probability evaluation formula for each delinquent by time, and when the delinquent list is generated, Use the evaluation formula to calculate the call success probability at each time for each delinquent.
The call center business support method according to claim 5, wherein:

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