JP2022039215A - Information processing apparatus, information processing method, information processing system, and program - Google Patents

Abstract

To reduce the workload of management for call center operation.SOLUTION: A seat allocation management server 24 includes: a storage unit 10 which stores seat position information 11 and application information 12 in association with each operator; an information analysis unit 20 which refers to the application information 12 of the operators in seat positions indicated by the seat position information 11 to analyze work efficiency of the operators; and a seat position determination unit 30 which determines combinations of seat positions of the operators for the highest work efficiency on the basis of a result analyzed by the information analysis unit 20.SELECTED DRAWING: Figure 1

Description

The present invention relates to an information processing apparatus, an information processing method, an information processing system and a program, and more particularly to an optimum arrangement method of operators of a call center system.

The operator's seating in the call center needs to be created in consideration of the operator's shift, skill level, compatibility, and so on. In the past, the manager manually created seat allocation when the shift was confirmed (seat allocation work). In order to improve the efficiency of this seat allocation work, in recent years, a conventional system that automatically creates seat allocation in consideration of the shift of the operator and the skill level has also been provided (see, for example, Patent Document 1).

Japanese Patent Application Laid-Open No. 2003-157343

However, in the above-mentioned conventional system, there is no mechanism for feeding back how much the processing efficiency of the operator is improved or decreased by the seat allocation. Therefore, there is a problem that the confirmation of the processing efficiency and the change of the seating conditions are left to the hands of the manager, and the work load of the manager is high.

In view of the above circumstances, it is an object of the present invention to reduce the work load of managing the call center work.

In order to solve the above-mentioned problems, the information processing apparatus of the present invention has a storage unit that stores seat position information and business processing information in association with each operator, and the business of each operator at the seat position indicated by the seat position information. The information analysis unit that refers to the processing information and analyzes the business processing efficiency of each operator, and the seat position determination unit that determines the combination of the seat positions of the operator with the highest business processing efficiency as a result of the analysis of the information analysis unit. Be prepared.

Further, in the information processing method of the present invention, the information processing apparatus refers to the business processing information of each operator at the seat position indicated by the seat position information from the storage unit, and analyzes the business processing efficiency of each operator. As a result of the analysis of the first step, the second step of determining the combination of seat positions of the operator with the highest business processing efficiency is executed.

According to the present invention, it is possible to reduce the work load of managing the call center work.

It is an example of the functional block diagram of the call center system of this embodiment. This is an example of the functional configuration diagram of the seat allocation management server. This is an example of the flowchart of the seat allocation determination process. This is an example of the average value calculation table. This is an example of a deviation value calculation table. This is an example of a score calculation table. This is an example of an optimized seating screen.

<Structure>
As shown in FIG. 1, the call center system of the present embodiment includes a telephone control device 22, a business server 23, a seat allocation management server 24, an operator terminal 25, an administrator terminal 26, and an IP telephone 27. ing. The power control device [S22], the business server 23, the seat allocation management server 24, the operator terminal 25, the administrator terminal 26, and the IP telephone 27 are connected to each other so as to be communicable via a communication line such as a bus. ing. The power control unit [S22] is communicably connected to the network NW. The power control device [S22], the business server 23, and the seat allocation management server 24 are arranged in, for example, the data center DC. The operator terminal 25, the administrator terminal 26, and the IP telephone 27 are arranged in, for example, the call center CS. The operator terminal 25 and the IP telephone 27 have, for example, a number corresponding to the operator (assuming a plurality in the present embodiment) and are operated by the operator. There is no limit to the number of administrator terminals 26, which is operated by an administrator who manages call center operations by the operator. An IP telephone 27 for the administrator may exist.

The telephone control device [S22], the business server 23, the seat allocation management server 24, the operator terminal 25, the administrator terminal 26, and the IP telephone 27 include a CPU (Central Processing unit), a memory, a hard disk, and the like. It is configured as a computer having a storage means (100 million copies) and a network interface. In this computer, various functions are realized by the CPU executing a program read in the memory.

The call center system is an example of an "information processing system" within the scope of claims. Further, the seat allocation management server 24 is an example of an "information processing device" within the scope of claims. Further, the above program is an example of a "program" in the scope of claims.

The telephone control device [S22] controls a call received from a customer or the like in a call center business. The telephone control device [S22] has a function of distributing an incoming call to an IP telephone 27.

The business server 23 has a Web application for call center business, and executes various processes related to call center business. The Web application can realize, for example, an operation from the operator terminal 25 and the administrator terminal 26 regarding the incoming / outgoing call of the IP telephone 27, and registration and viewing of the response history by the operator. The Web application is provided to the operator terminal 25 and the administrator terminal 26, and is available to the operator and the administrator. The response history by the operator includes, but is not limited to, the result of post-processing such as telephone answer time, call time, hold time, and form creation.

The seat allocation management server 24 manages the seat allocation of operators involved in call center operations. The seat allocation management server 24 can calculate the processing efficiency for each operator in view of the adjacent operators and determine the optimum seat allocation. Details of the seat allocation management server 24 will be described later.

The operator terminal 25 is a computer operated by the operator. The operator terminal 25 has a function of registering and viewing a response history through a Web application, and a function of controlling incoming / outgoing calls, hold, and transfer of the IP telephone 27. The display unit of the operator terminal 25 can display the response history input screen on the Web application.

The administrator terminal 26 is a computer operated by the administrator. The administrator is a person who manages call center operations by the operator. The administrator terminal 26 has all the functions of the operator terminal 25. Further, the administrator terminal 26 has a function of accessing the seat allocation management server 24 and displaying the optimum seat allocation determined by the seat allocation management server 24. The optimal seating arrangement display can be realized, for example, as a screen display by the display unit of the administrator terminal 26, but is not limited to this.

The IP telephone 27 has a call function with a customer.

As shown in FIG. 2, the seat allocation management server 24 includes a storage unit 10, an information analysis unit 20, and a seat position determination unit 30.

The storage unit 10 stores various information. The storage unit 10 stores the seat position information 11 and the business processing information 12. The seat position information 11 and the business processing information 12 are associated with each operator.

The seat position information 11 is information indicating the seat position of the operator in the call center CS. In the present embodiment, the operator can move the seat, and when the operator moves the seat, the adjacent operator is changed. The positional relationship between the operator and the adjacent operator (adjacent operator) is not particularly limited, and for example, the adjacent operator may be present in any one or more of the front, back, left, and right of the operator. The operator's seats are arranged, for example, in a grid pattern (arranged vertically and horizontally). An operator terminal 25 and an IP telephone 27 are installed in the operator's seat. The seat position information 11 may be any information as long as the positional relationship between the operators can be specified, and the operator's position is specified by a numerical value (for example, latitude / longitude), the information specified by the identification information of the operator terminal 25, or the seat. It may be something specified by the associated letters or numbers. The operator and the operator terminal 25 are associated with each other by, for example, a login ID when logging in to the operator terminal 25. When the position of the operator is not directly specified, for example, it further has the identification information of the operator terminal 25 and the information for specifying the positional relationship of each seat in association with the characters and numbers associated with the seats. The seat position information 11 can also indicate the seat position of the adjacent operator adjacent to each operator. Further, the seat position information 11 can indicate the seat position of the manager in the call center CS. As described above, the manager's seat position may be specified according to the operator's seat position.

The business processing information 12 is information indicating the contents of the call center business of the operator. For example, the business processing information 12 is information indicating a history of customer service by the operator.

The information analysis unit 20 refers to the business processing information 12 of each operator at the seat position indicated by the seat position information 11, and analyzes the business processing efficiency (processing efficiency) of each operator.

As a result of the analysis of the information analysis unit 20, the seat position determination unit 30 determines the combination of seat positions of the operator with the highest business processing efficiency.

<Processing>
With reference to FIG. 3, the seat allocation determination process executed by the seat allocation management server 24 will be described. The seat allocation management server 24 constantly collects and updates the seat position information 11 and the business processing information 12. Therefore, the seat allocation management server 24 grasps the telephone answering time, the talk time, the holding time, etc. of each operator, and also grasps who is the adjacent operator who was adjacent (adjacent) to each operator. is doing. The seat allocation determination process is started, for example, when there is a request from the administrator terminal 26.

First, the information analysis unit 20 of the seat allocation management server 24 executes the seat allocation average processing efficiency calculation process [Pr101]. Specifically, the information analysis unit 20 calculates the average value of the processing efficiency for each adjacent operator for all the operators based on the seat position information 11 and the business processing information 12.

For example, when the operators B, C, and D are adjacent to the operator A, the information analysis unit 20 calculates the average value of the processing efficiencies of the operator A when the operator B is adjacent, and the operator C is adjacent to the operator A. The average value of the processing efficiency of the operator A is calculated, and the average value of the processing efficiency of the operator A when the operator D is adjacent is calculated. The information analysis unit 20 calculates the same average value for the operators B, C, and D (explanation omitted). A table showing the calculated average values is shown in FIG.

As shown in FIG. 4, the average value is set for each operator and for each adjacent operator, for example, "average response time", "average talk time", "average hold time", "average number of hold times", and "after average". It is calculated as "processing time" and "primary completion rate". "Average response time", "Average talk time", "Average hold time", "Average number of holds", "Average post-processing time", and "Primary completion rate" are examples of operator processing efficiency items. Not limited to.

The "average response time" is the average time (h) of one business day engaged in call center operations. Specifically, it is the average time obtained by subtracting the time when the operator was away from the business hours of one business day.
The "average talk time" is the average time (seconds) required for one call with a customer.
The "average hold time" is the average time (seconds) required for one hold during a call with a customer.
The "average number of holds" is the average number of holds in one call with the customer.
The "average post-processing time" is the average time (seconds) required for post-processing a call with a customer.
The "primary completion rate" is the average rate at which inquiries from customers can be resolved with a single call. The higher the number of calls required to resolve an inquiry, the lower the primary completion rate.
The period referred to when calculating various average values is arbitrary, and may be, for example, one business day, one week, or one month.

Next, the information analysis unit 20 of the seat allocation management server 24 executes the seat allocation deviation value calculation process [Pr102]. Specifically, the information analysis unit 20 calculates the deviation value for each adjacent operator for all the operators with respect to the average value calculated by the seat allocation average processing efficiency calculation process [Pr101]. A table showing the calculated deviation values is shown in FIG.

As shown in FIG. 5, for example, the information analysis unit 20 uses the three numerical values of the adjacent operators B, C, and D as parameters with respect to the operator A, and the deviation of the operator A when the operator B is adjacent to the operator A. The value is calculated, the deviation value of the operator A when the operator C is adjacent is calculated, and the deviation value of the operator A when the operator D is adjacent is calculated. The information analysis unit 20 calculates similar deviation values for operators B, C, and D (explanation omitted).

Next, the information analysis unit 20 of the seat allocation management server 24 executes the seat allocation score calculation process [Pr103]. Specifically, the information analysis unit 20 calculates the score for each adjacent operator for all the operators with respect to the deviation value calculated by the seat allocation deviation value calculation process [Pr102]. A table showing the calculated scores is shown in FIG.

In the seat allocation score calculation process [Pr103], each of the items of processing efficiency is classified into "smaller is better item" and "larger is better item" in advance. "Average response time", "average talk time", "average hold time", "average number of hold times", and "average post-processing time" are classified into "smaller items are better". The "primary completion rate" is classified into "items that should be larger".

For "items that should be smaller", the deviation value is scored as it is. On the other hand, for "items that should be larger", the deviation value is calculated by the following formula "score" = 50- ("deviation value" -50).
Apply to and score. The formula is an example and is not limited to this.

Further, in the seat allocation score calculation process [Pr103], the information analysis unit 20 multiplies the calculated score of each item by a weighted numerical value set in advance according to the importance. Further, the information analysis unit 20 sets the value obtained by adding the values multiplied by all the items as the total score of the operator when the operator is adjacent to the operator. For example, the information analysis unit 20 calculates the total score of the operator A when the operator B is adjacent to the operator A, and calculates the total score of the operator A when the operator C is adjacent to the operator A. Calculate the total score of operator A when operator D is adjacent. The information analysis unit 20 calculates the same total score for operators B, C, and D (explanation omitted).

Next, the information analysis unit 20 of the seat allocation management server 24 executes the seat allocation condition setting reflection process [Pr104]. Specifically, the information analysis unit 20 adds a predetermined seating condition to the total score calculated by the seating score calculation process [Pr103], and calculates the total score again.

There are various conditions for seating. For example, for a combination of operators that have never been adjacent (no track record) in the past, the score for all items of processing efficiency should be 50. In addition, for a combination of operators who do not want to be intentionally adjacent in advance, the score of all items of processing efficiency is set to 100. In addition, the score may be reduced for a combination of operators who intentionally want to be adjacent to each other in advance (a combination of a new operator and a veteran operator who is in charge of education).

Next, the seat position determination unit 30 of the seat allocation management server 24 executes the provisional seat allocation creation process [Pr105]. Specifically, the seat position determination unit 30 determines a provisional combination (arrangement order) of the operator's seat positions by using the methods (NearestNeighbor method) shown in the following procedures 1 to 4.

Step 1: Enter the information of the operator scheduled to go to work on the day (example: operator ID) and narrow down the combination calculation target.
Step 2: Select the pair of operators and adjacent operators with the lowest overall score among all the operators scheduled to work on the day, and use this as the first pair.
Step 3: Select the smallest total score among the total scores of the operators who became adjacent operators in step 2, and select the set of operators and adjacent operators corresponding to the selected total score, and use this as the next set.
Step 4: For the operator who became the adjacent operator in step 3, perform the same procedure as in step 3 and select the operator and the pair of adjacent operators. Further, step 4 is repeated until all the operators scheduled to work on the day are selected. In this way, the seat position determining unit 30 determines the order based on the business processing efficiency for the operators who can go to work on the day.

As a result, the provisional combination (normal order) of the seat positions of the operators scheduled to go to work on the day is determined. The seat position determination unit 30 calculates the total score by adding up the total scores of the operators scheduled to go to work on the day for the determined provisional combination (normal order). It is not necessary to obtain the total score for the last operator in the provisional combination in regular order.

Further, the seat position determining unit 30 calculates the total score when the determined provisional combinations are reversed in order. Specifically, in the tentative combination in reverse order, the total score of the first operator is calculated for the second operator, the total score of the second operator is calculated for the third operator, and so on. ..., The total score of the (n-1) th operator is calculated for the nth operator, and the calculated total scores are added up. n is the number of operators scheduled to go to work on the day. It is not necessary to obtain the total score for the nth operator in the tentative combination in reverse order.

Next, the seat position determination unit 30 of the seat allocation management server 24 executes the seat allocation optimization process [Pr106]. Specifically, the seat position determination unit 30 sets the sum of the total score in the forward order and the total score in the reverse order to be the minimum with respect to the provisional combination of the seat positions of the operators determined in the provisional seat allocation process [Pr105]. The seat allocation is optimized using the 2-opt method. Since the optimization of the combination using the 2-opt method is a known technique, detailed description thereof will be omitted.
This completes the seat allocation decision process.

The seat allocation management server 24 responds to the administrator terminal 26 with the optimized seat allocation. The administrator terminal 26 can display the optimized seat allocation on the screen. The screen display method itself is known, and detailed description will be omitted. FIG. 7 shows an example of an optimized seating screen.

According to the present embodiment, since the operator's seat allocation can be automatically created, it is possible to reduce the time required for the operator's seat allocation, which has been manually performed by the administrator. Therefore, it is possible to reduce the work load of managing the call center work.
In addition, by reflecting the improvement of processing efficiency by adjacent operators, which is difficult to consider from the administrator's point of view, it is possible to contribute to the improvement of operational efficiency of the call center as a whole.

<Modification example>
(A) Although the present embodiment has described the call center business, it can also be applied to the contact center business.
(B) As a placement condition, an operator with abundant experience and a high skill may be preferentially placed next to an operator with a low skill of a newcomer.
(C) In the present embodiment, the processing efficiency is calculated based on the relationship between the operator and the adjacent operator, but the relationship between the administrator and the operator adjacent to the administrator may be considered. In that case, the business processing efficiency is analyzed for each operator, each adjacent operator adjacent to the operator, and each adjacent administrator.
(D) The operator terminal 25 may be a stationary PC, a portable notebook PC, or a tablet terminal. The administrator terminal 26 may be a stationary PC, a portable notebook PC, or a tablet terminal.
(E) Means that can be realized by software can be realized by hardware, and means that can be realized by hardware can be realized by software.

S22 phone controller
S23 Business server
S24 Seat allocation management server
S25 operator terminal
S26 administrator terminal
S27 IP phone
NW network
DC data center
CS Call Center 10 Storage Unit 11 Seat Position Information 12 Business Processing Information 20 Information Analysis Department 30 Seat Positioning Department

Claims (8)

A storage unit that stores seat position information and business processing information in association with each operator,
An information analysis unit that analyzes the business processing efficiency of each operator by referring to the business processing information of each operator at the seat position indicated by the seat position information.
An information processing device including a seat position determination unit that determines a combination of seat positions of an operator with the highest business processing efficiency as a result of analysis by the information analysis unit. The information analysis unit
The business processing efficiency is analyzed for each operator and for each adjacent operator adjacent to the operator.
The information processing device according to claim 1, wherein the seat position determining unit determines a combination of seat positions of the operator by determining an order based on the business processing efficiency for the operator who can go to work on the day. The information processing device according to claim 1 or 2, wherein the information analysis unit analyzes the business processing efficiency of each operator according to a predetermined seating condition. Information processing equipment
The first step of analyzing the business processing efficiency of each operator by referring to the business processing information of each operator at the seat position indicated by the seat position information from the storage unit, and
An information processing method for executing the second step of determining the combination of seat positions of the operator having the highest business processing efficiency as a result of the analysis of the first step. The information processing device
In the first step, the business processing efficiency is analyzed for each operator and for each adjacent operator adjacent to the operator.
The information processing method according to claim 4, wherein in the second step, the combination of seat positions of the operator is determined by determining the order based on the business processing efficiency for the operator who can go to work on the day. The information processing device
The information processing method according to claim 4 or 5, wherein in the first step, the business processing efficiency of each operator is analyzed according to a predetermined seating condition. An information processing system including the information processing apparatus according to any one of claims 1 to 3. A program for causing a computer to function as the information processing apparatus according to any one of claims 1 to 3.

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