JP2019008722A - Incident management program, incident management method and incident management device - Google Patents

Abstract

To provide an incident management program, an incident management method, and an incident management device for uniformizing qualities of customer services of operators.SOLUTION: In a display 304 of an operator terminal device, a display screen 700 is composed of three windows being an incident window 701, an action window 702, and an input auxiliary window 703. An input screen (the incident window 701) of a type of an incident to be associated with an incoming call is displayed in response to the incoming call, and contents (the action window 702) of an action corresponding to the type of the inputted incident are displayed in the middle of correspondence to the incoming call with reference to a storage part storing contents of actions in association with types of incidents. Furthermore, information (the auxiliary input window 703) for assisting the input is displayed in performing an input of type of the incident or an input accompanied with the action.SELECTED DRAWING: Figure 7

Description

  The present invention relates to an incident management program, an incident management method, and an incident management apparatus.

  Conventionally, each person in charge determines an action for the incident based on the experience of the person in charge. Each person in charge decides and processes using a manual or the like as necessary.

  As a related prior art, there is a technique for displaying an entire work item corresponding to a selected failure coder in failure diagnosis and displaying a work content for the selected work item (see, for example, Patent Document 1 below). ). Further, as a related prior art, there is a technique for displaying information corresponding to an inputted failure phenomenon in a list in failure inquiry registration (see, for example, Patent Document 2 below).

JP 2012-93308 A JP 2004-246823 A

  However, in the prior art, the action selection differs depending on the experience value of the person in charge, or each person in charge cannot refer to the manual correctly, and even if the incident is the same, the response varies depending on the person in charge. However, there is a problem that an appropriate action cannot always be performed.

  In one aspect, an object of the present invention is to manage an incident so that an appropriate action can be executed.

  In one embodiment, in response to an incoming call, an incident type input screen associated with the incoming call is displayed, and the incident entered by referring to the storage unit that stores the action content in association with the incident type. There are provided an incident management program, an incident management method, and an incident management apparatus for further displaying the content of the action corresponding to the type of the incoming call during the response to the incoming call.

  According to one aspect of the present invention, management can be performed so that an appropriate action can be performed on an incident.

FIG. 1 is an explanatory diagram illustrating an example of an overall configuration of a call center system that implements an incident management program, an incident management method, and an incident management apparatus according to an embodiment. FIG. 2 is a block diagram illustrating an example of a hardware configuration of the server. FIG. 3 is a block diagram illustrating an example of a hardware configuration of the operator terminal device. FIG. 4 is a block diagram illustrating an example of a functional configuration of the incident management apparatus according to the embodiment. FIG. 5 is an explanatory diagram showing an example of the action database. FIG. 6 is a flowchart illustrating an example of a processing procedure of the incident management method according to the embodiment. FIG. 7 is an explanatory diagram illustrating an example of display contents on the display screen. FIG. 8 is an explanatory diagram showing an example (part 1) of the display contents of the incident window. FIG. 9 is an explanatory diagram of an example (part 2) of the display contents of the incident window. FIG. 10 is an explanatory diagram showing the display contents (action list) of the action window. FIG. 11A is an explanatory diagram showing an example of action window display contents (action 1). FIG. 11B is an explanatory diagram showing an example (action 1) of display contents of the input assistance window. FIG. 12A is an explanatory diagram showing an example of action window display contents (action 2). FIG. 12B is an explanatory diagram showing an example (action 2) of display contents of the input assistance window. FIG. 13A is an explanatory diagram showing an example of action window display content (action 3). FIG. 13B is an explanatory diagram illustrating an example (action 3) of display contents of the input assistance window. FIG. 14A is an explanatory diagram showing an example of action window display content (action 4). FIG. 14B is an explanatory diagram illustrating an example (action 4) of display contents of the input assistance window. FIG. 15A is an explanatory diagram of an example of action window display content (action 5). FIG. 15B is an explanatory diagram illustrating an example (action 5) of the display content of the input assistance window.

  Embodiments of an incident management program, an incident management method, and an incident management apparatus according to the present invention will be described below in detail with reference to the drawings.

(Embodiment)
(System configuration example of call center system 100)
FIG. 1 is an explanatory diagram illustrating an example of an overall configuration of a call center system that implements an incident management program, an incident management method, and an incident management apparatus according to an embodiment.

  In FIG. 1, a call center system 100 includes a server 101, a telephone exchange 102, an operator terminal device 103 operated by an operator, a headset 104 worn by the operator, a customer database 110, and an action database 111. The content history database 112 is included.

  In the call center system 100, the server 101 and the operator terminal device 103 are connected via a wired or wireless network 120. The network 120 may be, for example, the Internet, a mobile communication network, a LAN (Local Area Network), a WAN (Wide Area Network), or the like.

  The server 101 controls the entire call center system 100, communicates with each operator terminal device 103, accepts input of information from each operator terminal device 103, and transmits information to each operator terminal device 103. To do. Further, the server 101 performs various types of information processing including search processing and writing processing in the databases 110 to 112.

  The telephone exchange 102 is connected to a headset 104 that is a telephone used by each operator, receives a call from a customer's telephone 105, and performs a distribution process to the headset 104 of any operator. Further, the telephone exchange 102 is connected to the server 101 and transmits information such as a telephone number of a caller for an incoming call to the server 101.

  The telephone exchange 102 is realized by, for example, PBX (Private Branch Exchange). Moreover, you may make it implement | achieve the same function using the exchange of an external carrier company. In FIG. 1, the telephone exchange 102 and the server 101 are separately provided. However, the server 101 may perform the function of the telephone exchange 102.

  The operator terminal device 103 is a computer used by an operator who responds to a telephone inquiry from a customer in the call center system 100. The operator terminal device 103 is, for example, a desktop PC, a notebook PC, or a tablet PC.

  The headset (income) 104 includes headphones and a microphone. The incoming call is connected to the headset 104 of any operator, and the operator wearing the connected headset 104 can make a call with the customer of the caller. By using the headset 104 in this way, the operator does not need to hold the handset (handset) during a call, and can operate the operator terminal device 103 with both hands or open the manual. Can do.

  The customer's telephone 105 can be realized by, for example, a fixed telephone, a smartphone, a mobile phone terminal, a PHS (Personal Handy-phone System), or the like. The customer's telephone 105 may be an IP telephone using the Internet network. Further, the customer's telephone 105 may use a call function of SNS (Social Networking Service).

  The customer database 110 stores information about customers. Specifically, for example, the customer's telephone number and the customer's name (kana, kanji), address, postal code, mail address, etc. are stored in association with each other. Although not shown in the figure, the action database 111 stores the contents of actions in association with the type of incident. Details of the action database 111 will be described later with reference to FIG. Although not shown in the figure, the correspondence content history database 112 stores correspondence content, that is, history information regarding telephone correspondence including information input by the operator.

(Hardware configuration example of server 101)
FIG. 2 is a block diagram illustrating an exemplary hardware configuration of the server 101. In FIG. 2, the server 101 includes a CPU (Central Processing Unit) 201, a memory 202, an I / F (Interface) 203, a disk drive 204, and a disk 205. Each component is connected by a bus 200.

  Here, the CPU 201 governs overall control of the server 101. The memory 202 includes, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), a flash ROM, and the like. Specifically, for example, a flash ROM or ROM stores various programs, and a RAM is used as a work area of the CPU 201. The program stored in the memory 202 is loaded on the CPU 201 to cause the CPU 201 to execute the coded process.

  The I / F 203 is connected to the network 120 via a communication line, and is connected to another device (for example, the operator terminal device 103 shown in FIG. 1) via the network 120. The I / F 203 controls an interface between the network 120 and the own apparatus, and controls input / output of data from other apparatuses. For example, a modem or a LAN adapter may be employed as the I / F 203. Further, the I / F 203 may be connected to other devices (for example, the telephone exchange 102 and the various databases 110 to 112 shown in FIG. 1) without going through the network 120.

  The disk drive 204 controls reading / writing of data with respect to the disk 205 according to the control of the CPU 201. The disk 205 stores data written under the control of the disk drive 204. Examples of the disk 205 include a magnetic disk and an optical disk.

  The server 101 may include, for example, an SSD (Solid State Drive), a keyboard, a pointing device, and a display in addition to the above-described components.

(Hardware configuration example of operator terminal device 103)
FIG. 3 is a block diagram illustrating an example of a hardware configuration of the operator terminal device 103. In FIG. 3, the operator terminal device 103 includes a CPU 301, a memory 302, an I / F 303, a display 304, a camera 305, and an input device 306. Each component is connected by a bus 300.

  Here, the CPU 301 governs overall control of the operator terminal device 103. The memory 302 includes, for example, a ROM, a RAM, a flash ROM, and the like. Specifically, for example, a flash ROM or ROM stores various programs, and a RAM is used as a work area for the CPU 301. The program stored in the memory 302 is loaded into the CPU 301 to cause the CPU 301 to execute the coded process.

  The I / F 303 is connected to the network 120 via a communication line, and is connected to another device (for example, the server 101 shown in FIG. 1) via the network 120. The I / F 303 controls an interface between the network 120 and the own apparatus, and controls input / output of data from other apparatuses.

  The display 304 displays data such as a document, an image, and function information as well as a cursor, an icon, or a tool box. As the display 304, for example, a liquid crystal display, an organic EL (Electroluminescence) display, or the like can be adopted. The display 304 may be a projector that projects an image, or may be a head mounted display.

  The camera 305 is a device that captures still images and moving images. Specifically, a product or the like for use in explanation, or the operator himself can be photographed. Moreover, the 3D camera which can image | photograph a 3D image may be sufficient. The camera 305 may be a camera dedicated to shooting. In that case, a captured image taken by a camera dedicated to photography is taken into the operator terminal device 103. The camera 305 may be a 3D camera system including a plurality of cameras that capture 3D images.

  Thus, by providing the camera 305, a videophone call can be realized with a customer. Further, by providing the camera 305, it is possible to make a call with a customer while displaying related products and showing the products to the customer.

  The input device 306 has keys for inputting characters, numbers, various instructions, etc., and inputs data. The input device 306 may be a keyboard or a pointing device (mouse or joystick). Moreover, a touch panel type input pad or a numeric keypad may be used. Thereby, a character etc. can be input not only by key input but by handwriting.

  The operator terminal device 103 may include an HDD (Hard Disk Drive), an SSD, etc. in addition to the above-described components. As the input device 306, an acceleration sensor or a gyro sensor may be used to input information related to direction, inclination, and the like.

(Functional configuration of incident management device)
FIG. 4 is a block diagram illustrating an example of a functional configuration of the incident management apparatus according to the embodiment. 4, the incident management apparatus includes a display control unit 400, a storage unit 401, an incoming call reception unit 402, an incident type input unit 403, an action content determination unit 404, an action communication destination input unit 405, and an action communication. This configuration includes a destination determination unit 406 and an action execution time input unit 407.

  The display control unit 400 displays various information on the display screen of the display 304 of the operator terminal device 103 shown in FIG. Specifically, the display control unit 400 realizes its function by causing the CPU 301 to execute a program stored in a storage device such as the memory 302 of the operator terminal device 103 shown in FIG. Further, the display control unit 400 realizes its function by causing the CPU 201 to execute a program stored in a storage device such as the memory 202 and the disk 205 of the server 101 illustrated in FIG. 2 or by the I / F 203. You may do it.

  The storage unit 401 stores the content of the action in association with the incident type. Specifically, the incident may be, for example, a content in which a customer makes an inquiry by telephone to a call center. Specifically, the action may be, for example, a response performed by an operator in a call center. However, incidents and actions are not limited to those contents. In addition, the storage unit 401 stores various types of information that are referred to when determining the contents to be displayed by the display control unit 400.

  Specifically, the storage unit 401 realizes its function by, for example, the customer database 110, the action database 111, and the correspondence content history database 112 shown in FIG. Further, all or a part of the data stored in these databases may be stored in the memory 302, and the storage unit 401 may realize the function by the memory 302.

  The incoming call reception unit 402 receives a call from a customer. Then, the display control unit 400 is notified of the incoming call. The incoming call reception unit 402 acquires the telephone number of the caller of the incoming call. Then, from the acquired telephone number, for example, the customer database 110 in the storage unit 401 is referred to, information about the customer (name and the like) is acquired and passed to the display control unit 400.

  Specifically, the incoming call reception unit 402 realizes its function by, for example, the telephone exchange 102 shown in FIG. Specifically, the incoming call reception unit 402, for example, causes the CPU 301 to execute a program stored in a storage device such as the memory 302 of the operator terminal device 103 illustrated in FIG. The function may be realized. The incoming call reception unit 402 realizes its function by causing the CPU 201 to execute a program stored in a storage device such as the memory 202 and the disk 205 of the server 101 illustrated in FIG. 2 or by the I / F 203. You may do it.

  When the incoming call reception unit 402 receives a call from a customer, the display control unit 400 displays an input screen for an incident type associated with the incoming call according to the incoming call. The display of the operator terminal device 103 shown in FIG. It is displayed on the display screen 304. This eliminates the need for the operator to bother to display the incident type input screen after receiving a call from the customer. At least that much, it is possible to promptly hear the contents about the incident from the customer, and to complete the input of the contents about the incident that has been heard more smoothly.

  At that time, information about the customer may also be displayed. As a result, it is only necessary to confirm the displayed contents to the customer, so that input mistakes can be reduced and response processing efficiency can be improved.

  The incident type input unit 403 accepts that the operator inputs the incident type on the incident type input screen displayed by the display control unit 400. Specifically, the incident type input unit 403 realizes its function by, for example, the input device 306 of the operator terminal device 103 shown in FIG.

  The action content determination unit 404 determines the content of the action corresponding to the incident type input by the incident type input unit 403. When determining, the storage unit 401 (more specifically, the action database 111 or the like) that stores the content of the action in association with the input incident type is referred to. Then, the content of the determined action is passed to the display control unit 400.

  Specifically, for example, the action content determination unit 404 causes the CPU 301 to execute a program stored in a storage device such as the memory 302 of the operator terminal device 103 illustrated in FIG. 3 or by the I / F 303. Realize its function. The action content determination unit 404 realizes its function by causing the CPU 201 to execute a program stored in a storage device such as the memory 202 and the disk 205 of the server 101 shown in FIG. 2 or by the I / F 203. You may make it do.

  The display control unit 400 receives the content of the action determined from the action content determination unit 404 and further displays it during the response to the incoming call. In this way, since the content of the action is displayed during the response to the incoming call, it is possible to shorten the time until the content of the action is determined, and quickly without waiting for the customer or returning the call. In addition, it is possible to deal with customers.

  The content of the action may be a work item related to the content of the action. Then, the work items may be displayed in order in accordance with the priority order executed by the work items. Moreover, you may make it display the summary of the work content implemented by a work item. Moreover, you may make it display the input screen of the work content implemented with a work item.

  When a plurality of actions having an order relationship in association with the input incident type are stored in the storage unit 401, the display control unit 400 displays the contents of the plurality of actions according to the order relationship. You may make it display further in the middle. In this way, by displaying a plurality of actions in accordance with the order relationship, the operator can process the actions displayed in the order, and the processing quality can be made uniform. That is, even if all actions are executed, if the order is different, it is possible to surely avoid the case where it is impossible to deal with the customer in the same quality.

  The display control unit 400 may display status information indicating the response status in association with the content of the displayed action. The displayed status information is stored in the storage unit 401, more specifically, the corresponding content history database 112, and is extracted from the stored information and displayed. Thus, by displaying the status information, it is possible to easily grasp the action that has been processed and the action that has not been processed, so that it is possible to reliably prevent duplication of processing and forgetting to perform processing. In particular, it is more effective when another operator takes over the handling process from the middle.

  The display control unit 400 may display an input screen for information related to a communication destination when the selected action is executed according to the selection of the content of the displayed action. This is for surely preventing the processing from being delayed without knowing the communication destination. Specifically, the information regarding the communication destination is, for example, an address, a postal code, a telephone number, a facsimile number, a mail address, or the like.

  The action communication destination input unit 405 inputs information related to a communication destination when executing an action. Specifically, the action communication destination input unit 405 realizes its function by, for example, the input device 306 of the operator terminal device 103 shown in FIG.

  The action communication destination determination unit 406 refers to the storage unit 401 (more specifically, the customer database 110 or the like), and determines caller information specified in response to an incoming call. Specifically, the action communication destination determination unit 406, for example, causes the CPU 301 to execute a program stored in a storage device such as the memory 302 of the operator terminal device 103 illustrated in FIG. Realize its function. Further, the display control unit 400 realizes its function by causing the CPU 201 to execute a program stored in a storage device such as the memory 202 and the disk 205 of the server 101 illustrated in FIG. 2 or by the I / F 203. You may do it.

  The display control unit 400 may initially input caller information specified in response to an incoming call when displaying an information input screen regarding a communication destination. As a result, it is possible to save time for input and to reliably prevent communication failure due to an input error. Then, the initially input information of the caller may be modifiable by input from the action communication destination input unit 405. Thereby, it is possible to cope with a case where a communication destination different from the communication destination registered in advance is designated.

  The display control unit 400 may display an input screen for information related to the execution timing of the selected action in accordance with the selection of the content of the displayed action. Thereby, it is possible to reliably prevent the process execution from being forgotten. Moreover, it can respond to the request | requirement of the execution time from a customer reliably, and can improve customer satisfaction more. Specifically, the information related to the execution time of the action may be, for example, the date and time related to the execution time. For example, it may be when a predetermined condition is satisfied, such as after receiving a document.

  The action execution time input unit 407 can input or modify information related to the action execution time. This is so that the execution time can be changed in a flexible manner according to changes in the situation. Specifically, the action execution time input unit 407 realizes its function by, for example, the input device 306 of the operator terminal device 103 shown in FIG.

  The display control unit 400 may display the incident type input screen and the action content corresponding to the incident type in a list. Thereby, the operator can grasp | ascertain the kind of incident and the content of action simultaneously, without performing screen switching operation.

  The display control unit 400 may display information that assists the input when inputting the incident type or the input accompanying the action. Information for assisting input may be displayed in a list together with the incident type input screen and the content of the action corresponding to the incident type. The information for assisting the input may include the contents regarding the action policy (action plan) for the action.

(Example of action database 111)
FIG. 5 is an explanatory diagram showing an example of the action database. In FIG. 5, the action database 111 stores the incident type and the content of the standard action corresponding to the incident type in association with each other.

  Although omitted in FIG. 5, the incident type is composed of “category” and a plurality of hierarchical “classifications” (in FIG. 5, only “classification 2” and “classification 3” are described. doing). In the action database 111 of FIG. 5, “Category 3” indicates a category lower than “Category 2”.

  Further, the incident type may include information about the customer. That is, the contents of the incidents of the same “classification” and “classification” may be stored so as to be different actions depending on the type of customer. Specifically, for example, the content of the action may be changed and stored depending on whether it is a so-called “super customer” or not. Further, the content of the action may be changed and stored depending on whether the customer is dissatisfied (angry) or not. Thus, it is good also as an incident classification including a customer classification.

  In the action database 111 of FIG. 5, the content of the standard action is composed of “action” that is an action item, its “summary”, and “action plan” displayed on the input auxiliary screen. The number of actions for each classification may be one or may be plural. In addition, in the case of a plurality of actions having an order relationship, information regarding the order relationship is stored. That is, the order shown in FIG. 5 is information related to the order relation, and when displayed on the display screen, the order is displayed according to the order relation.

  There may be multiple action plans for each action. Even in this case, the information about the order relation is stored. Also, depending on the action, there may be one action plan or no action plan at all. Further, the content of the action plan to be displayed may be changed according to the skill level of the operator. For example, an inexperienced operator may add a special action plan such as displaying a more detailed action plan or contacting a supervisor. Conversely, an experienced operator may omit displaying an elementary action plan.

  The action database 111 can store personalized items in individual folders. However, in order to avoid variations in the quality of the handling process, when customizing, the authority that can be customized or supervisor approval may be provided.

(Incident Management Method Processing Procedure)
FIG. 6 is a flowchart illustrating an example of a processing procedure of the incident management method according to the embodiment. In the flowchart of FIG. 6, first, the incoming call reception unit 402 determines whether or not there is an incoming call from a customer (step S601). Here, after waiting for an incoming call (step S601: No), if there is an incoming call (step S601: Yes), the display control unit 400 displays an incident type input screen on the display of the operator terminal device 103. It is displayed on 304 (step S602).

  Next, it is determined whether or not the corresponding case for incoming calls is a new case (step S603). Whether or not the handling case for incoming calls is a new case is, for example, whether or not an incomplete processing case corresponding to the telephone number of the caller is in the handling content history database 112 shown in FIG. Judge. If there is no incomplete processing item, it is determined that the item is a new item.

  If it is not a new case in step S603 (step S603: No), the process proceeds to step S606. On the other hand, if it is a new case (step S603: Yes), customer information input processing is performed on the incident type input screen (step S604). Details of the input processing will be described later with reference to FIGS.

  Next, it is determined whether or not the content of the incident has been input (step S605). The operator grasps the incident by listening to the customer and inputs the content of the incident. The incident type input unit 403 waits for the input (step S605: No), and if input (step S605: Yes), the process proceeds to step S606, and the display control unit 400 receives the input. The action information corresponding to the incident is displayed (step S606).

  Then, the action communication destination input unit 405 determines whether or not an action has been selected by the operator (step S607). Here, after waiting for an action to be selected (step S607: No), if an action is selected (step S607: Yes), the display control unit 400 displays an input screen corresponding to the content of the selected action. Is displayed (step S608). Further, the display control unit 400 displays an action plan corresponding to the content of the selected action (a specific example of an action to be handled) (step S609), and ends a series of processes.

  In addition, although illustration is omitted, if another action is selected by the operator after the input to the input screen of the selected action, the input screen and action corresponding to the content of the other action are continued. The plan may be displayed.

(Example of display screen of operator terminal device 103)
FIG. 7 is an explanatory diagram illustrating an example of display contents on the display screen. In FIG. 7, a display screen 700 is displayed on the display 304 of the operator terminal device 103. The display screen 700 includes three windows, an incident window 701, an action window 702, and an input assistance window 703.

  In the incident window 701, a title “incident information” is attached to the title bar at the top thereof. In addition, the title “Action for Incident” is given to the title bar at the top of the action window 702. In addition, the title “input assistance” is given to the title bar of the input assistance window 703.

  In the three windows, an incident window 701 is displayed on the left side of the display screen 700, an action window 702 is displayed in the center of the display screen 700, and an input auxiliary window 703 is displayed on the right side of the display screen 700. Is displayed. Thereby, the operator first looks at the left side of the display screen 700 and inputs an incident, and an action corresponding to the input incident is displayed in the center of the display screen 700, and input processing is performed in the center. . If necessary, auxiliary information can be confirmed by looking at the right side of the display screen 700.

  Since the input screen is written horizontally, that is, characters are input from the left side to the right side, the arrangement of the three windows 701 to 703 is in accordance with the flow of action in consideration of the flow of the line of sight. Further, by arranging the action window 702 with the most input work in the center of the display screen 700, the operator can face the display 304, so that the burden on the neck and eyes can be reduced as much as possible. Therefore, the operator can operate without a sense of incongruity, and work efficiency can be improved in the confirmation processing / input processing on the display screen.

  However, the arrangement of the three windows 701 to 703 on the display screen is not limited to that shown in FIG. In addition, each operator can freely change the layout, that is, the display position of each window, the size ratio, and the like in consideration of the efficiency of its own operation processing.

  In the following, specific contents of the three windows 701 to 703 will be described. As the contents, for example, business contents used in a call center of an insurance company will be described as an example.

(Display example of incident window 701)
8 and 9 are explanatory diagrams showing examples of display contents of the incident window. FIG. 8 shows a state where the customer information and incident content input fields are blank, and FIG. 9 shows that the customer number and name are entered in the customer information input field, and the category and classification are entered in the incident content. It shows the state that was done.

  In FIG. 8, an incident window 701 is displayed on the upper side following bibliographic items (“number”, “status”, “response delivery date”), and “customer information” 801, “incident content” as necessary. "802" and "corresponding contents" 803 are displayed. Furthermore, “attached file” 804, “in-center information” 805, “date and time information” 806, “related party information” 807, and the like may be displayed.

  The “customer information” 801 is provided with an input field (number) 811 for inputting a number for specifying a customer, an input field (kana) 812 for inputting the customer's name, and an input field (kanji) 813. As shown in FIG. 9, the input fields 811 to 813 are usually automatically input with reference to the customer database 110 from the telephone number of the customer who is the caller when a call from the customer is received. The

  When the customer is not specified from the telephone number of the caller, the operator listens to the information identifying the customer such as the name from the customer in the call with the customer, and uses the search button 817 based on the received information. You can search for customers. The search result can be displayed on the input assistance window 703, for example. The operator selects the corresponding customer from the displayed list of customer information, and the selected customer information is input to the input fields 811 to 813.

  In addition, any one of status marks (angry face mark 814, troubled face mark 815, no problem face mark 816) to be input is selected according to the customer's situation. Thereby, by knowing which mark is selected, the customer's situation can be easily and accurately grasped. This status mark can be used as a reference in future responses to the customer.

  The “incident content” 802 is provided with an input field for inputting information related to the content of the incident heard from the customer. Specifically, an input field 821 for inputting “category”, an input field 822 for inputting “classification”, an input field 823 for inputting “target product”, an input field 824 for inputting “subject”, An input field 825 for inputting a specific “content” is provided.

  Both the input field 821 for inputting “category” and the input field 822 for inputting “classification” display a pull-down menu, and select one from the displayed list to input the classification and classification. Specific examples of the pull-down menu in the category are not shown in the figure. For example, in addition to “inquiry”, there are “procedure request”, “others”, “campaign”, and the like.

  Further, when there are a plurality of classifications hierarchically, the contents of the incident can be more accurately grasped by using classification 1, classification 2, and classification 3 as necessary. Specific examples of the pull-down menu in the category (category 2) include, for example, “cancel”, “change”, and “new subscription” as shown in FIG.

  In the input field 824 for inputting “subject” and the input field 825 for inputting “content”, the operator directly inputs sentences using a keyboard or the like. As for the contents to be entered, in addition to the contents of the classification and classification, the contents to be recorded in the case concerned are entered.

  In registering the incident contents, by pressing a “FAQ search” button 826, the past cases can be searched as the FAQ, for example, the contents registered in the correspondence content database 112.

  In “response content” 803, the content of how the response was made in the inquiry case is input. For this purpose, an input field 831 for inputting “classification” and an input field 832 for inputting specific “content” are provided. Similar to the input field 822 for inputting “classification”, the input field 831 for inputting “classification” displays a pull-down menu and inputs a classification by selecting one from the displayed list.

  In the input field 832 for inputting “content”, the operator directly inputs a sentence using a keyboard or the like, similarly to the input field 825 for inputting “content”. Further, by pressing the “Register FAQ” button 833, the input content can be registered as a FAQ for future reference.

  Also, “attached file” 804, “in-center information” 805, “date and time information” 806, and “related party information” 807 are not shown in the figure, but an input field or the like is displayed and necessary information is input. Can do.

(Display example of action window 702 and input auxiliary window 703)
FIG. 10 is an explanatory diagram showing the display contents (action list) of the action window. The type of incident entered (“category” = “inquiry”, “classification 1” = “maintenance”, “classification 2” = “cancellation”, “classification 3” = “(none)”) shown in FIG. Based on the above, the action database 111 shown in FIG. 5 is referred to, and five actions are displayed in association with the contents of the incident, and the action list 1000 is displayed in the action window 702 as shown in FIG.

  In FIG. 10, the displayed five action windows are also displayed from the upper side according to the order in which the processing is performed in association with the types of incidents. Therefore, “take a questionnaire” that is the work item of the action 1001 to be processed first, “send mail” that is the work item of the action 1002 that is to be processed second, and the work item of the action 1003 that is to be processed third. Each “send”, work item of action 1004 to be processed fourth, “mail has arrived”, work item of action 1005 to be processed fifth, “send” 1005 respectively It is displayed toward the side. Thereby, the operator can easily and intuitively understand that it is necessary to perform five processes in order from the upper side for the current case.

  In each of the actions 1001 to 1005, in addition to the “work item” 1010, items of “status” 1011, “summary” 1012, and “corresponding delivery date” 1013 are provided. “Status” 1011 shows the contents of the operator's response status for each action. Specifically, the action status of the operator is indicated by displaying any one of “unprocessed”, “in response”, and “completed” for the action. The “status” 1011 is automatically changed based on the processing of the operator. The contents of the “state” 1011 are stored and updated in the correspondence content database 112, for example.

  In this way, by displaying the “state” 1011, the operator can accurately and easily grasp the progress of processing of the case. Moreover, even when the processing of this case is taken over from another operator, the remaining processing can be surely performed.

  The “summary” 1012 displays the contents of the summary stored in the action database 111 for each action. Thereby, the operator can grasp | ascertain the content of action more correctly.

  “Corresponding delivery date” 1013 indicates the content related to the processing time limit of the action. Specifically, the time limit (year / month / day, hour: minute: second) at which the process for the action must be performed is displayed. The content of “corresponding delivery date” 1013 is stored in the correspondence content database 112, for example, and the content is updated as necessary. Thereby, the operator can grasp | ascertain the delivery date of a process easily, and can avoid reliably the risk by a process being overdue and exceeding a delivery date.

  FIGS. 11A to 15A are explanatory diagrams showing examples of display contents of the action window (actions 1 to 5). FIGS. 11B to 15B are examples of display contents of the input auxiliary window (actions 1 to 1). It is explanatory drawing which shows the 5).

  11A and 11B, an action list (5 cases) 1000 is displayed on the upper side in the action window 702, and the work item of the action 1001 to be processed first in the list is “take a questionnaire. ] Indicates a selected state.

  In the action window 702, a “questionnaire” window 1100 is displayed below the action list 1000 displayed on the upper side. In the “questionnaire” window 1100, the number and name input fields 1111 and 1112 of the case are displayed. In these input fields, the contents input in the incident window 701 are input as initial values and displayed. If necessary, the operator can change the input contents.

  In the “relation” input field 1113, the relationship between the cancellation target person and the telephone partner is entered. In the input field 1113, in addition to “person”, “spouse”, “children”, “lawyer”, and the like are displayed in a pull-down menu. Also, status marks and the like are displayed in the same manner as the incident window 701. The contents can be changed by the operator as necessary.

  A plurality of common question items of the questionnaire are displayed. Here, in the “title outline” display column 1121, the title and outline relating to the contents of the questionnaire are displayed. The “script” display field 1122 displays a talk script, that is, a script (scenario) relating to a questionnaire that serves as a model when the operator makes a telephone call with a customer (the other party).

  In the “option” input field 1123, an option number (for example, “option 1”) selected by the customer is input. In the “answer” input field 1124, the operator inputs the contents of the answer (for example, the reason for selecting “option 1”).

  Thus, the required number of common question items of the questionnaire is displayed, and all the common question items can be displayed using the scroll bar 1125.

  In FIG. 11B, an input assistance window 703 displays a menu list 1150 for assisting input. Specifically, the menu for assisting input includes, for example, “customer authentication”, “customer correction”, “related incident”, “product search”, “product details”, “action plan”, “FAQ search”, “FAQ”. "Registration", "Posting FAQ", etc. Of these, menus that cannot perform input assist functions are grayed out to indicate that they cannot be selected.

  In FIG. 11B, the “action plan” menu is selected, and an action plan related to “take a questionnaire” which is a work item of the action 1001 is referred to the action database display field 1160 with reference to the action database 111. indicate. There are three action plans for action 1001. First, the operator is informed that “Plan No. 1: Block cancellation”. In addition, “plan No. 2: confirming the reason for cancellation” is used to find out the reason why the customer has terminated, and to cancel the cancellation. It also displays a talk script that discourages cancellation at that time.

  Then, even if it is difficult to dismiss the cancellation, a questionnaire is conducted so that “Plan No. 3: Fill in the questionnaire” is performed. By filling out the questionnaire, it can be used as data for examining the reasons for cancellations that will occur in the future. These are the action plans for action 1001. Thus, by showing the action plan including the order to the operator, the operator can always deal with the action plan faithfully during the telephone correspondence.

  FIGS. 12A and 12B show a state in which “send mail” is selected as the work item of the action 1002 to be processed secondly from the action list 1000 in the action window 702.

  In the action window 702, a “send mail” window 1200 is displayed below the action list 1000 displayed on the upper side. In the “Send mail” window 1200, as in the “Questionnaire” window 1100, input fields for the number, name, and relationship of this project are displayed. The corresponding delivery date is also displayed.

  In addition, information that the operator has heard from the telephone partner is input in the input column 1211 regarding the destination of the mailed item, such as the postal code, prefecture, city, town, town name, street address, and building name. In the “content” input field 1212, the contents of the process corresponding to the action 1002 and other notes to be heard when the operator handles the telephone are input.

  In addition, a shipment status 1213 of the shipment, a list of contents of the shipment, and the like are input, and the input content 1214 is displayed as a list. In addition, the contents related to the check system and the history of processing that can be reliably executed by the action 1002 for sending mail, such as the correspondence type 1215, can be input and displayed.

  In the action plan display field 1260 of the input assistance window 703 shown in FIG. 12B, an action plan related to “send mail” that is a work item of the action 1002 is displayed with reference to the action database 111. There are three action plans for action 1002. First, the operator is informed that “Plan No. 1: Check if the address is correct”. This is in order not to lose the credibility of the customer due to the failure to deliver the shipment due to an incorrect address. Another reason is to reduce customer complaints due to non-delivery of the shipment.

  Further, the operator is informed that “Plan No. 2: Request to back office”. This makes it possible to share information with related indirect departments. In addition, the operator informs the operator that “Plan No. 3: Check if there are any leaks in the document”. This is to avoid the same problem as in plan No1.

  In this way, the reliability of the process can be improved by telling the operator that the operator has inadvertently mistaken or forgotten.

  13A and 13B show a state in which “send” that is the work item of the action 1003 to be processed third in the action list 1000 is selected in the action window 702.

  In the action window 702, a “call” window 1300 is displayed below the action list 1000 displayed on the upper side. In the “Send” window 1300, as in the “Questionnaire” window 1100 and the “Send mail” window 1200, input fields for the number, name, and relationship of this project are displayed. The corresponding delivery date is also displayed.

  In the “status” input field 1301, the current processing state (for example, “before start of response”) is input using a pull-down menu. The “notification time before corresponding delivery date” input field 1302 determines the notification time for the operator to execute the action 1003, that is, the time before the corresponding delivery date, and determines the notification time. Input using the pull-down menu.

  In the “telephone number” display field 1303, the telephone number of the destination is displayed. When making a call, the call is automatically made by pressing a call button 1304. Further, in the “content” input field 1305, the contents of the process corresponding to the action 1003 and other notes to be heard when the operator handles the telephone are input.

  In addition, the contents related to the check system and the processing history that can be reliably executed by the action 1003 to be transmitted, such as the correspondence type, can be input and displayed.

  In the action plan display field 1360 of the input assistance window 703 shown in FIG. 13B, an action plan related to “send” that is a work item of the action 1003 is displayed with reference to the action database 111. There are two action plans for the action 1003. First, the operator is informed that “Plan No. 1: Confirm the identity”. This is to avoid telling a person different from the person because it is a telephone response. Also, from the viewpoint of protecting personal information, this is to ensure identity verification that is often forgotten.

  In addition, the operator informs the operator that “Plan No. 2: Confirm that the document has arrived”. This is to avoid problems caused by non-delivery of documents by checking directly. Thus, the certainty of processing can be improved by telling the operator that he or she has forgotten.

  FIG. 14A and FIG. 14B show a state in which “A mail has arrived”, which is the work item of the action 1004 to be processed fourth, is selected from the action list 1000 in the action window 702.

  In the action window 702, a “mail arrived (received)” window 1400 is displayed below the action list 1000 displayed on the upper side. The display contents of the “mail arrived (received)” window 1400 are the same as those of the “send mail” window 1200, so detailed description thereof will be omitted.

  In the action plan display field 1460 of the input assistance window 703 shown in FIG. 14B, an action plan related to “the mail arrived” which is the work item of the action 1004 is displayed with reference to the action database 111. . There is one action plan for action 1004. That is, to inform the operator that “Plan No. 1: Confirm whether there is an error in input”. This is for reconfirmation so as not to lose the reliability of the customer due to an input error such as an address. Accordingly, the “displayed mail” window 1400 in FIG. 14A displays the same display screen as the “send mail” window 1200. As described above, by reconfirming the error, it is possible to improve the reliability of the customer.

  FIGS. 15A and 15B show a state in which “send”, which is the work item of the action 1005 to be processed fifth (last), is selected from the action list 1000 in the action window 702.

  In the action window 702, a “send” window 1500 is displayed below the action list 1000 displayed on the upper side. The “send” window 1500 has the same display content as the “send” window 1300, which is the work item of the action 1003 to be processed third, and therefore detailed description thereof will be omitted.

  In the action plan display field 1560 of the input assistance window 703 shown in FIG. 15B, an action plan related to “send” that is a work item of the action 1005 is displayed with reference to the action database 111. There are two action plans for the action 1005. First, the operator is informed that “Plan No. 1: Confirm the identity”. This is to avoid telling a person different from the person because it is a telephone response. Also, from the viewpoint of protecting personal information, this is to ensure identity verification that is often forgotten. This is an action plan having the same purpose as “plan No. 1: confirming identity” in the action 1003 to be processed third.

  In addition, the operator is informed that “Plan No. 2: Thank you for receiving the document”. Cancellation is a negative procedure for the company, and the response tends to be clerical, so thank you with the meaning that it will lead to future business opportunities without forgetting to thank the customer. Make sure the operator does not forget. It is also an important action plan for the last response to customers so as not to damage the company image.

  In this way, the operator need only interact with the customer while referring to the action plan in the order of the actions, and enter information in a predetermined input field. There is no need to think or consult the manual.

  As described above, in the embodiment, it is possible to manage the execution of appropriate actions for incidents, thereby improving the quality of customer response regardless of each operator's response capability, that is, operator skill level. It becomes possible to make uniform. Conventionally, a great amount of time and money is required for operator training. However, the time and cost for training are reduced by the incident management program, incident management method, and incident management device according to the present embodiment. be able to. The shortage of operators in recent years can be solved efficiently.

  In addition, it is possible to guarantee an accurate, reliable and uniform quality process for dealing with customers, thereby improving customer satisfaction with the operator and further improving the corporate image. be able to.

  The incident management method described in this embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation. The incident management program is stored in a computer-readable recording medium such as a hard disk, a flexible disk, a CD (Compact Disc) -ROM, an MO (Magneto-Optical Disk), a DVD (Digital Versatile Disk), or a USB (Universal Serial Bus) memory. It is recorded and executed by being read from the recording medium by a computer. The incident management program may be distributed through a network such as the Internet.

  The following additional notes are disclosed with respect to the embodiment described above.

(Appendix 1) In response to an incoming call, an incident type input screen associated with the incoming call is displayed.
With reference to the storage unit that stores the action content in association with the incident type, the action content corresponding to the entered incident type is further displayed during the response to the incoming call.
An incident management program for causing a computer to execute processing.

(Appendix 2) The process to display is
When a plurality of actions having an order relationship in association with the input incident type are stored in the storage unit, the contents of the plurality of actions are further displayed during the response to the incoming call according to the order relationship. ,
The incident management program according to supplementary note 1, wherein

(Supplementary note 3)
Display status information indicating the corresponding status in association with the content of the displayed action.
The incident management program according to appendix 1 or 2, characterized by:

(Supplementary Note 4) The processing to be displayed is as follows.
In response to the selection of the content of the displayed action, an information input screen regarding the timing of execution of the selected action is displayed.
The incident management program according to any one of appendices 1 to 3, characterized by:

(Supplementary note 5)
In response to selection of the content of the displayed action, an input screen for information related to a communication destination when executing the selected action is displayed.
The incident management program according to any one of appendices 1 to 4, characterized in that:

(Supplementary Note 6) When displaying an information input screen regarding the communication destination, initial input of information of a caller specified according to the incoming call is performed.
The incident management program according to appendix 5, characterized by:

(Supplementary note 7) The information of the caller initially input can be corrected.
The incident management program according to appendix 6, characterized by:

(Supplementary Note 8) The processing to be displayed is
The incident management program according to any one of appendices 1 to 7, wherein the incident type input screen and the content of the action corresponding to the incident type are displayed in a list.

(Supplementary note 9) The incident management program according to any one of supplementary notes 1 to 8, wherein the content of the action includes a work item related to the content of the action.

(Supplementary note 10) The incident management program according to supplementary note 9, wherein the work items are displayed in order according to the priority order of the work contents to be performed on the work items.

(Additional remark 11) The incident management program as described in additional remark 9 or 10 characterized by displaying the summary of the work content implemented by the said work item.

(Additional remark 12) The incident management program as described in any one of additional remarks 9-11 characterized by displaying the input screen of the work content implemented by the said work item.

(Supplementary note 13) The incident management program according to any one of Supplementary notes 1 to 12, wherein when the input of the incident type or the input accompanying the action is performed, information for assisting the input is displayed. .

(Additional remark 14) The information which assists the said input contains the content regarding the response policy with respect to the said action, The incident management program of Additional remark 13 characterized by the above-mentioned.

(Supplementary note 15) The incident management program according to any one of Supplementary notes 1 to 14, wherein the action is a response performed by an operator in a call center.

(Supplementary Note 16) In response to an incoming call, an input screen for an incident type associated with the incoming call is displayed.
With reference to the storage unit that stores the action content in association with the incident type, the action content corresponding to the entered incident type is further displayed during the response to the incoming call.
An incident management method characterized in that a computer executes processing.

(Supplementary note 17) In response to an incoming call, an input screen for an incident type associated with the incoming call is displayed.
With reference to the storage unit that stores the action content in association with the incident type, the action content corresponding to the entered incident type is further displayed during the response to the incoming call.
An incident management apparatus having a control unit.

DESCRIPTION OF SYMBOLS 100 Call center system 101 Server 102 Telephone switch 103 Operator terminal device 104 Headset 110 Customer database 111 Action database 112 Correspondence history database 304 Display 400 Display control part 401 Storage part 402 Incoming reception part 403 Incident type input part 404 Action content decision Section 405 Action communication destination input section 406 Action communication destination determination section 407 Action execution time input section 700 Display screen 701 Incident window 702 Action window 703 Input auxiliary window

Claims (15)

In response to an incoming call, an input screen for the type of incident associated with the incoming call is displayed.
With reference to the storage unit that stores the action content in association with the incident type, the action content corresponding to the entered incident type is further displayed during the response to the incoming call.
An incident management program for causing a computer to execute processing. The processing to display is
When a plurality of actions having an order relationship in association with the input incident type are stored in the storage unit, the contents of the plurality of actions are further displayed during the response to the incoming call according to the order relationship. ,
The incident management program according to claim 1. The processing to display is
Display status information indicating the corresponding status in association with the content of the displayed action.
The incident management program according to claim 1 or 2, characterized in that. The processing to display is
In response to the selection of the content of the displayed action, an information input screen regarding the timing of execution of the selected action is displayed.
The incident management program according to any one of claims 1 to 3. The processing to display is
In response to selection of the content of the displayed action, an input screen for information related to a communication destination when executing the selected action is displayed.
The incident management program according to any one of claims 1 to 4. When displaying an input screen for information related to the communication destination, initially input information of the caller specified according to the incoming call,
The incident management program according to claim 5, wherein: The initially entered information of the caller can be modified,
The incident management program according to claim 6. The processing to display is
The incident management program according to any one of claims 1 to 7, wherein the incident type input screen and the content of the action corresponding to the incident type are displayed in a list.   The incident management program according to any one of claims 1 to 8, wherein the content of the action includes a work item related to the content of the action.   The incident management program according to claim 9, wherein the work items are displayed in order according to a priority order of work contents to be performed on the work items.   The incident management program according to claim 9 or 10, wherein a summary of work contents to be performed on the work items is displayed.   The incident management program according to any one of claims 9 to 11, wherein an input screen for a work content to be performed on the work item is displayed.   The incident management program according to any one of claims 1 to 12, wherein when the input of the incident type or the input associated with the action is performed, information for assisting the input is displayed. In response to an incoming call, an input screen for the type of incident associated with the incoming call is displayed.
With reference to the storage unit that stores the action content in association with the incident type, the action content corresponding to the entered incident type is further displayed during the response to the incoming call.
An incident management method characterized in that a computer executes processing. In response to an incoming call, an input screen for the type of incident associated with the incoming call is displayed.
With reference to the storage unit that stores the action content in association with the incident type, the action content corresponding to the entered incident type is further displayed during the response to the incoming call.
An incident management apparatus having a control unit.

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