JP3555585B2 - Call service provision system - Google Patents

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a call service providing system.
[0002]
[Prior art]
Conventionally, there are a call service provider that performs a call service in response to a telephone call from a customer and a call service that calls a customer by telephone to provide a call service. As shown in FIG. 4, a call center 1 for providing a call service is provided, and an operator 2 in charge of a receiving operation and an operator 3 in charge of an outgoing operation are resident at the call center 1, and telephone calls from customers 4. When there is an incoming call, the operator 2 in charge of the receiving service responds to the customer 4 and provides a call service, and the operator 3 in charge of the calling service calls the call center 1 from the database in which the list of the customers 4 is registered. Side, and sequentially calls the extracted customers 4... And provides a call service to the customers 4. .
[0003]
[Problems to be solved by the invention]
By the way, in the conventional call service providing business, it is necessary to make the operator 2 in charge of the reception business resident in the call center 1 in preparation for a call from the customer 4 who is not sure when the call will come. When the ratio is small, the ratio of the operator 2 to the number of customers may be reduced.
[0004]
On the other hand, it is necessary to increase the number of operators 3 in the dispatching business in proportion to the number of customers, so that the labor cost of the call center 1 increases, and as a result, there is a problem that the service provision fee (membership fee) for the customer 4 also increases. .
[0005]
The present invention has been made in view of the above-described problems, and has as its object the cost merit that can be enjoyed by both a service provider and a customer who receives the service without deteriorating the call service related to the outgoing business. An object of the present invention is to provide a call service providing system that can make a call.
[0006]
[Means for Solving the Problems]
To achieve the above object, according to the first aspect of the present invention, there is provided a call service for performing a call service in response to a call from a customer by telephone and a call service for calling the customer by telephone to perform a call service. A database, an automatic incoming call response function unit, and a telephone transfer function unit provided in a transmission service transfer means, wherein the database is provided with a first customer who only receives a call service. When the second customer who receives the call service and performs the outgoing service is registered separately, the automatic call answering function unit, when there is an incoming call corresponding to the outgoing service from the second customer, closes the line. A voice response to the second customer is made, and a telephone number based on the number notification sent from the incoming call and information on the second customer registered in the database The second customer is identified by comparing the telephone number with the telephone number included therein, and the telephone transfer function unit allocates a transfer destination based on the registration information of the customer who receives the call service registered in the database, The information of the transfer destination customer is transmitted to the second customer by voice, and the call of the second customer is transferred to the assigned transfer destination customer telephone. I do.
[0008]
According to a second aspect of the present invention, in the first aspect of the present invention, a communication log for recording information of the second customer who has performed the calling service, information of the customer who has received the call service, and the date and time when the call service was performed. A storage unit is provided in the outgoing service transfer means.
[0009]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, the present invention will be described with reference to an embodiment.
[0010]
FIG. 2 shows a conceptual configuration of a call service providing business using the system of the present invention. In the call service providing business using the system of the present invention, an operator who is in charge of receiving work in a call center 1 installed by a communication service company as before. 3 is resident, but it is characterized in that, out of the customers who receive the call service, some of the customers are responsible for outgoing calls, and an operator is in charge of outgoing calls.
[0011]
In other words, the customer 4A who receives only the normal call service is contracted to receive the normal call service and to perform the mutual calling service, and, for example, to reduce or exempt the service provision fee (membership fee) charged to the customer 4A. In addition to dividing the customer into the customer 4B who receives the privilege, the call center 1 is provided with an outgoing business transfer device 5 corresponding to the outgoing business of the customer 4B, and the outgoing business transfer device 5 supports the outgoing business. The call from the customer 4B is automatically transferred to the customer 4A (or another customer 4B) receiving the call service, which is the transfer destination automatically extracted and assigned.
[0012]
As shown in FIG. 1, the transmission service transfer device 5 includes an automatic incoming call response function unit 50, a telephone transfer function unit 51, and a communication log recording unit 52.
[0013]
When an incoming call is received through the telephone line network, the automatic call answering function unit 50 sends a response message such as "This is a call center" to the calling side when the line is closed. And a number matching function 50b for checking whether or not the telephone number notified by the telephone number is registered in a database 61 in which information of the customer 4B who has been engaged in the calling operation is registered in advance. If the number is determined to be an unregistered number in the collation in step 2, a message is sent from the incoming call function 50a to the other party, informing the other party of the wrong number or not being accepted. When it is determined that the registered number is the registration number in the collation, that is, when it is determined that the caller is the customer 4B who is in charge of the outgoing call, the customer 4B is specified and the telephone transfer function unit 51 is notified. Indicates a transfer request.
[0014]
In order to enhance security, an ID code and a password for authentication are given to each customer 4B, and the customer 4B inputs the ID code and the password as a PB signal by a push button of a telephone when making a call for outgoing business. The automatic heart response function unit 50 may authenticate the customer 4B using an ID code or a password transmitted by a PB signal.
[0015]
Upon receiving a transfer request instruction from the automatic incoming call response function unit 50, the telephone transfer function unit 51 stores a database 62 in which information of the customers 4A and 4B to receive the communication service is registered (even if the database 61 is shared). Good), a transfer destination assignment function 51a that extracts a customer who provides a communication service and assigns a transfer destination, and when the transfer destination is determined, the caller side gives the name of the transfer destination customer, for example, "This is a call center. A transfer destination notification function 51b for notifying by a message such as "A." and a customer 4B who has made a call to A's telephone number and made a call for the outgoing call. And a call transfer function 51c for transferring the call to the telephone of Mr. A.
[0016]
The communication log recording unit 52 is for recording a communication log. For example, it is assumed that the customer 4B who has performed the calling operation is, for example, B, and the customer 4A or 4B who has received the call service is, for example, A. Then, the date and time of providing the call service, the name of the customer who made the call, the name of the customer who received the call service, and so on, such as “○ day △ hour × minute B to □ minute call service”, The time when the call service is provided is recorded.
[0017]
Thus, as shown in FIG. 3, when a customer 4B who has undertaken the outgoing call, for example, a call is made to the call center 1 by the call center 1, the outgoing call transfer device 5 of the call center 1 responds, and B is At the same time as collating and specifying, a customer receiving the call service, for example, Mr. A is extracted and assigned, and a message is sent to Mr. B, telling Mr. A's name of the transfer destination. Transfer the call to Mr. A.
[0018]
When Mr. A answers the phone by this transfer, Mr. B, who is in charge of outgoing calls, calls Mr. A directly, for example, "Is Mr. A? This is B at the call center .... ".
[0019]
Thereafter, when the call is terminated, the call transfer service transfer device 5 records the communication log from Mr. B to Mr. A in the communication log recording unit 52, and a series of processing from the reception of the call call to the provision of the call service ends. Become.
[0020]
Here, for example, in order to distinguish between the case where the customer who receives the call service himself is away and the household member answers the phone and the case where the customer himself answers the phone and receives the call service, to use it for the assessment process described later, Each of the customers 4A, 4B,... Who receive the call service, when the user receives the call service, inputs a confirmation code which is notified in advance at the end of the call service by operating the push button of the telephone. Also records this confirmation code.
[0021]
The recorded communication log is used for assessing the amount of reduction in the amount of service provision fee (membership fee) to be charged to the customer 4B who has performed the transmission service at a later date, and for the customer 4A or 4B to provide the call service. It is used as data when managing the number of times received and the total time of receiving, and the allocation of the transfer allocation function 51a is not biased toward a specific customer, and the call service is provided evenly. It is used as data such as to perform.
[0022]
【The invention's effect】
The invention of claim 1, comprising one used and reception operations for performing call service in response to a call by the customer calls, the call service providing business performing the outbound operations to perform call service call by the telephone customer And a database, an automatic call answering function unit, and a telephone transfer function unit, provided in the calling business transfer means, wherein the database is provided with the first customer who only receives the call service, and the call service is provided. The automatic call answering function section registers the call separately from the second customer who undertakes the outgoing service, and when an incoming call corresponding to the outgoing service is received from the second customer, closes the line and responds by voice to the second customer. At the same time as checking the telephone number in the number notification sent from the incoming telephone with the telephone number included in the information of the second customer registered in the database. The telephone transfer function unit is provided so as to identify the second customer, and the telephone transfer function unit assigns a transfer destination from registration information of the customer who receives the provision of the call service registered in the database, and transmits the information of the transfer destination customer by voice. In addition to transmitting the call to the second customer and transferring the call of the second customer to the telephone of the assigned transfer destination customer, the operator is not required to employ the operator engaged in the outgoing call. In addition, it is possible for the customer who undertakes the outgoing service to perform the outgoing service, and therefore, it is possible to reduce the scale of the call center installed by the call service provider without deteriorating the call service related to the outgoing service, and the service provider and to go straight to the cost benefits that customers receive the service both can enjoy, can identify the customer's side, in particular make an outbound business Since security is assured and voice response to the customer who performs the outgoing business, it is possible to provide a sense of security to the customer and introduce it to the smooth start of the call service, and to transfer the information of the customer to which the call is forwarded. in order to transfer, the side of the customer making outbound business operations can be the start of the call service on the basis of prior information, and therefore there is an effect that that do not allow a natural conversation.
[0024]
According to a second aspect of the present invention, in the first aspect of the present invention, there is provided a communication log for recording information of a second customer who has performed a calling service, information of a customer who has received a call service, and date and time when the call service was provided. Since the storage unit is provided in the transmission service transfer means, it is possible to perform processing such as a reward or a reduction of a membership fee for the customer who performed the transmission service based on the recorded communication log, and the number of times the call service was received. This makes it possible to easily manage time and time and to provide a call service without bias to customers.
[Brief description of the drawings]
FIG. 1 is a schematic diagram of a system configuration according to an embodiment of the present invention.
FIG. 2 is a conceptual diagram of a call service providing business in the embodiment.
FIG. 3 is a flowchart illustrating a call service providing operation in the same embodiment.
FIG. 4 is a conceptual diagram of a conventional call service providing business.
[Explanation of symbols]
5 Outgoing business transfer device 50 Automatic incoming call response function unit 51 Telephone transfer function unit 52 Communication log recording unit

Claims (2)

And receiving operations for performing call service in response to a call by the customer calls, which is used in the call service providing business performing the outbound operations to perform call service call by the telephone customer, and the database, automatic call A response function unit and a telephone transfer function unit are provided in the outgoing business transfer means,
The database is divided into a first customer who receives only the call service and a second customer who receives the call service and undertakes the outgoing call, and registers the database.
When there is an incoming call corresponding to the outgoing call from the second customer, the automatic incoming call answering function unit closes the line and responds by voice to the second customer, and responds to the number notification sent from the incoming call. A telephone number and a telephone number included in the information of the second customer registered in the database are collated to identify the second customer,
The telephone transfer function unit allocates a transfer destination from the registered information of the customer who receives the call service registered in the database, transmits the information of the transfer destination customer by voice to the second customer, and allocates the transfer destination. A call service providing system provided to transfer a call of the second customer to a telephone of a transfer destination customer . The transmission service transfer means is provided with a communication log storage unit for recording information of the second customer who has performed the transmission service, information of the customer who has received the call service, and the date and time when the call service was performed. The call service providing system according to claim 1, wherein:

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