JP4201695B2 - Telephone reception system and telephone reception method - Google Patents

Description

  The present invention relates to a telephone reception system and a telephone reception method for receiving a telephone call from a customer at a center and connecting it to an operator.

  Conventionally, in a call center, incoming calls from a large number of customers are sequentially received, and the received incoming calls are connected to an operator to provide a service.

  At this time, if the customer abandons the call because the customer cannot call the call center and the call is abandoned, the call center stores information on the call abandonment (such as the telephone number and time of the call). When the call abandonment information is held at the time of an incoming call, there is a technique for displaying the call abandonment information and customer information together on the operator's screen to inform the operator that the call has been abandoned (Patent Document 1). reference).

There is also a technique of connecting to an operator when a call is made to a telephone number held as call abandonment information and a response is made (see Patent Document 2).
JP 2001-197205 A Japanese Patent Laid-Open No. 07-087207

  In the former technique described above, when a call is received at the call center, only the information on the call abandoned in the past is displayed on the operator's screen, and the call center actively calls the customer based on the information on the call abandon. There was a problem of not being able to win.

  In the latter technique described above, when a call is made to a customer in the order of the number of calls abandoned in the call center and a response is received, the service is provided by connecting to the operator. When there is no operator, the customer who abandoned the call waits, giving the customer an unpleasant feeling and cannot be effectively linked to sales.

  In order to solve these problems, the present invention stores a history of call abandonment information from a customer at a center such as a call center and secures an operator when calling a telephone number of a call abandoned customer. The purpose is to immediately connect to an operator when a call is made and a response is made, and to eliminate discomfort to the customer when the call is abandoned to the customer.

  Therefore, when calling a customer who has abandoned the call, there is no empty operator, and it is possible to eliminate the discomfort caused by waiting the customer.

  The invention of the present application stores a history of call abandonment information from a customer at the center, and when calling to a telephone number of a call abandoned customer, the operator is instantiated after a call is made and a response is made immediately. Therefore, when a call is abandoned to a customer who has abandoned the call, there is no empty operator, and the customer can be kept from waiting to be uncomfortable.

  According to the present invention, a call abandonment information history from a customer is stored in a center such as a call center, and when a call is made to a telephone number of a customer who has abandoned the call, a call is made after the operator is secured and a response is made. Sometimes it was possible to connect to the operator immediately, and to eliminate the discomfort to the customer when calling the customer who abandoned the call.

  FIG. 1 shows a system configuration diagram of the present invention.

  In FIG. 1, a telephone reception system (switch / control device) 1 is connected to a network / switching network 2 to receive incoming calls from telephones 3 of a large number of customers and connect to a telephone 4 of an operator. Based on the abandonment information, a call is made to the customer's telephone number, and the operator's telephone 4 is connected to the customer's telephone 3 that has made and responded. The receiving means 11, the connection control means 12, the sending means 13, the calling priority determination means 14, the reservation means 15, the storage means 16, and the like (which will be described later with reference to FIGS. 2 to 7).

  The receiving means 11 receives an incoming call from the customer's telephone 3 via the network / switching network 2.

  The connection control means 12 connects the incoming call received by the receiving means 11 or the response corresponding to the call made to the customer by the calling means 13 to the operator's telephone 4 so that they can talk to each other. To do.

  The calling means 13 calls (sends) a customer's telephone number in the call abandonment information.

  The call priority determination means 14 determines the priority (priority) for calling a customer's telephone number in the call abandonment information (for example, if a call is received within a specified date and time range and is not connected to the operator's telephone 4) (Determined in descending order of the number of cuts).

  The reservation unit 15 receives a reservation for calling a customer from the telephone reception system 1.

  The storage means 16 stores various DBs, masters, and the like, and here stores (stores) a reception record DB 17, a transmission record DB 18, a customer master 19, and the like.

  The reception record DB 17 records and stores information (caller's telephone number, date / time, response status, etc.) received by the customer and received by the telephone reception system 1 (see FIG. 4A). ).

  The outgoing call record DB 18 stores information (call date / time, destination telephone number, customer identification symbol, response status, call abandonment correspondence, etc.) sent to the customer (see (c) of FIG. 4).

  The customer master 19 is registered with customer information (customer ID, customer name, telephone number, etc.) (see FIG. 4B).

  The network / switching network 2 is a network (IP for a large number of customer telephones 3 to call the telephone reception system 1 and a telephone reception system 1 to call a large number of customer telephones 3 (IP Telephone) or public exchange network (ordinary telephone).

  The telephone 3 is a customer's telephone, which is called by the customer and connected to the telephone 4 of the operator of the telephone reception system 1 to receive various services such as voice.

  The telephone 4 is an operator's telephone, and is an operator's telephone that performs reception work by the telephone reception system 1 provided in a call center or the like.

  Next, the operation in the telephone reception system 1 when the customer calls the telephone reception system 1 by operating the telephone 3 under the configuration of FIG. 1 according to the order of the flowchart of FIG. 2 will be described in detail. .

  FIG. 2 is a flowchart for explaining the operation of the present invention (call abandonment recording). Here, the customer, network / switching network 2, telephone reception system 1, operator corresponds to the customer (or telephone 3), network / switching network 2, telephone reception system 1, operator (or telephone 4) in FIG. To do.

  In FIG. 2, S1 makes a telephone call. In this case, the customer picks up the handset of the telephone set 3 in FIG. 1 and dials the call to the telephone reception system 1.

  In S2, it is determined whether the network / switching network 2 is busy. In response to the call of S1, it is determined whether or not the line to which the network / switching network 2 has been dialed, here, the line to the telephone reception system 1 is busy (the line is in use and busy). If YES, the busy tone is transmitted and the customer disconnects at S3. On the other hand, in the case of NO, the telephone station of the network / switching network 2 calls the telephone reception system 1 to be dialed, and proceeds to S4.

  In S4, the telephone reception system 1 receives the caller ID. This is NO in S2, and the telephone reception system 1 that has received a call from the telephone station of the network / switching network 2 receives the caller number notified.

  In S5, it is determined whether it is within the service time. This is because the telephone reception system 1 has received the caller number of the telephone call made by the customer in S4, and it is determined whether the current time is within the service time. If YES, the process proceeds to S6. In the case of NO, since it is found that it is not within the service time, it is announced in S17 that it is out of time, and in S17 the response status is set to “0” (the response status of the reception record DB 17 in FIG. 4A is “0”). "(Call abandoned)", and the telephone with the customer is disconnected in S19.

  In S6, since it is determined that the service time is within YES in S5, it is determined whether there is a vacant operator. In the case of YES, the operator is connected to S7 to correspond to it, and in S8, “1” is recorded in the response state (“1” (operator response) in the response state of the reception record DB 17 in FIG. 4A)). When the operator finishes the response in S9, the telephone with the customer is disconnected. On the other hand, in the case of NO, since it is found that there is no empty operator, the process proceeds to S10.

  S10 is NO in S6 and it is determined that there is no empty operator, so “0” is stored in the response state (“0” (call abandoned) in the response state of the reception record DB 17 in FIG. 4A).

In S11, an announcement that the operator is busy is made. This is shown, for example, in the direction of the dotted arrow on the left,
"Please wait for a while because the telephone is busy right now."
Announcing to customers using automatic speech synthesis.

In S12, an announcement is made as to whether or not a return call is desired at a specified time. This is shown, for example, in the direction of the dotted arrow on the left,
System: “If you wish to contact us, please specify the time.”
Customer: "1400 (implemented with push input and voice recognition)"
System: “Recorded call back time to customer.”
In this way, the customer designates (reserves) the time he / she wishes to call back from here.

  In step S13, it is determined whether a designated time is desired. In the case of YES (when a response to make a request (reservation) for the specified time is made in S12 and the specified time is pushed or voiced), the specified time is recorded in S14, and the customer is called in S19. Disconnect. On the other hand, in the case of NO, since the desired time (reservation) has not been made, the process proceeds to S15.

  S15 determines whether a predetermined time has elapsed. This waits for the customer to connect to the telephone reception system 1 and connect to a vacant operator, and determines whether the waiting time has elapsed for a predetermined time. If YES, the process proceeds to S16. If NO, return to S6 and repeat.

S16 is an announcement that the customer has not been able to connect to the operator at YES in S15 and the waiting time has elapsed, and an announcement that the connection has failed, for example, in the direction of the dotted arrow on the left side,
“Could not connect to operator. Please try again later.”
In the meantime, we announce to customers by automatic speech synthesis.

  S19 cuts. This disconnects the customer and the phone.

  As described above, when a customer makes a call to the telephone reception system 1, the telephone reception system 1 receives the telephone number notification of the customer's telephone, and when there is a vacant operator, presents the customer information on the screen to the operator. When the operator connects and responds to the customer, but there is no empty operator, the response state of the reception record DB 17 in FIG. 4A is recorded as “0” (call abandoned), and the operator is busy. When an announcement is made and a return call is desired, the time is specified and recorded. If an empty operator is not found after a predetermined time, an announcement is made that the connection has failed, and the customer is disconnected. For all received calls, the response state to the customer (operator response “1”) or call abandonment (no available operator, out of service hours) ) "0"), time, customer ID, and can be recorded such as reception recording DB17 in FIG. 4 (a) telephone numbers.

  FIG. 3 is a flowchart for explaining the operation of the present invention (calling). According to the F-chart of FIG. 2 described above, all incoming customer calls are recorded in the reception record DB 17 of FIG. 4A, and the response status of the reception record DB 17 is “0” (call The operation when a call is made to a customer who is abandoned will be described.

  In FIG. 3A, S21 is started at regular time intervals, or when there is a call reservation (S14 in FIG. 2 described above). This is because all calls received from customers are recorded in the reception record DB 17 of FIG. 4A in accordance with the flow chart of FIG. 2 described above, so every fixed time (for example, every 30 minutes) or customer The processing after S22 is performed at the designated time (reservation time) designated by.

  In S22, one record having a high priority is extracted from the reception record DB 17. This retrieves one record from the reception record DB 17 in FIG. 4A in the descending order of arrival date and time within the predetermined date and time range.

  In S23, it is determined whether the call is an abandoned call. It is determined whether one record in the reception record DB 17 extracted in S22 is a call abandoned (response state is “0” (call abandoned)). In the case of YES, since it has been found that the call is abandoned, the process proceeds to S24. On the other hand, in the case of NO, the process returns to S22, where one record with the next highest priority is taken out and S23 and subsequent steps are repeated.

  In S24, it is determined that the call is abandoned by YES in S23, and it is further determined whether the caller number is valid. If YES, the process proceeds to S25. In the case of NO, since the caller number is not valid and the call cannot be made, the process returns to S22, one record with the next higher priority is taken out, and S23 and subsequent steps are repeated.

  In S25, it is determined whether there is a compatible operator (whether there is an available telephone that can be connected). If YES, it is determined that there is a vacant operator, and the process proceeds to S26. In the case of NO, it has been found that there is no vacant operator, so the process ends here. Then, when a vacant operator is created, S22 and subsequent steps are repeated.

  In S26, since it is determined that there is an empty operator in YES in S25, the telephone is connected to the operator's telephone.

In step S27, call abandon customer information is displayed on the screen. For example, as shown in the screen of FIG. 5 to be described later, the customer information to be called from the telephone reception system 1 after abandoning the call is recorded in one record of the reception record DB 17 and FIG. (C) Information recorded in the outgoing record DB 18 -Customer name:
·phone number:
-Number of abandonments (the number of abandonments by sorting the records in the reception record DB 17 for each customer):
・ Abandonment time (eg latest):
-Previous absence information (number of absences made before):
-Absence time (previous call absence time (latest)):
·Correspondence situation:
・ Others (comments)
Is displayed on the screen.

  In S28, the telephone number for call abandonment is called, and “1” (corresponding to call abandonment) is set for call abandonment correspondence. This is because the information of the customer who abandoned the call is displayed on the screen in S27, and when the operator who sees it presses a call button (not shown), a call is made to the displayed telephone number of the customer, and FIG. In the call record DB 18 of (c), “1” (call abandonment correspondence) is recorded in the call abandonment correspondence of the record of the customer who made the call.

  In step S29, it is determined whether the customer is connected. In response to the call in S28, it is determined whether the customer's telephone is connected (not busy). If YES, the process proceeds to S31. In the case of NO, since it was not possible to connect to the customer's telephone, it is set to “1” (the other party is busy, the other party is talking) in S30 (the call record DB 18 in FIG. 4C). Set “1” (other party busy) in the response state of the customer record, and the process ends.

  In S31, since the customer is connected with YES in S29, it is determined whether or not there is a response from the customer within a predetermined time. In the case of YES, since the customer raised the telephone handset within a predetermined time and responded with voice, the response state is “2” in S33 (the response of the record in the outgoing record DB 18 in FIG. 4C). "2" (partner response)) is set in the state, and the record is deleted after dealing with the customer in S34 (one record in the reception record DB 17 taken out in S22 is deleted).

  In S35, it is determined whether the process is over. If YES, the process ends. In the case of NO, the process returns to S22 and is repeated for one record in the reception record DB 17 having the next highest priority.

  As described above, at a fixed time or when the customer makes a call reservation, the call is abandoned from the reception record DB 17 and one high priority record is sequentially taken out and connected to the operator to secure the operator. Then, when a call is made to the telephone number of the customer who abandoned the call and a connection with the customer can be established, the operator can be dealt with by the customer without waiting for the customer.

  In FIG. 3B, in S41, records are selected in the order of unit time aggregation in the reception record DB 17 or in the order of the total number of times. This is because, instead of S21 and S22 in FIG. 3 (a) described above, the reception record DB 17 in FIG. One record is taken out in order of the number of call abandonments) or the total number of times for each customer in the reception record DB 17 (in the order of the total number or the total number of call abandonments). Then, the steps after S23 in FIG.

  As described above, the reception record DB 17 stores the reception record DB 17 in the order in which the number of times per unit time is large (the number of all times or the number of call abandonments is large) or in the order of the total number of times (the number of all times or the number of call abandonments) Retrieve one record, connect to the operator, secure the operator, call the customer's telephone number that abandoned the call, and immediately connect to the customer without waiting for the customer It becomes possible to make it.

  FIG. 4 shows an example DB / master of the present invention.

  FIG. 4A shows an example of a reception record DB. The reception record DB 17 records the following information shown in association with each other.

・ Received date and time:
・ Caller phone number:
・ Customer identification symbol:
-Response status:
・ Other:
Here, the incoming date and time is the date and time when the telephone answering system 1 receives an incoming call from a customer. The caller telephone number is the telephone number of the caller notified from the network / switching network 2 when an incoming call is received (here, the telephone number of the telephone set called by the customer). The customer identification symbol is an ID (symbol) that uniquely identifies the customer, and is registered in association with the telephone number registered in the customer master 19 in FIG. The response state is a response state (0: call abandonment, 1: operator response) in the telephone response system 1 when an incoming call from a customer is received. Call abandon represents a state in which the customer was able to connect to the telephone answering system 1 but there was no available operator or could not connect to the operator outside the service time. The operator response represents a state where the customer's incoming call is connected to the operator and the operator responds to the customer.

  As described above, when a call is received from a customer, all records are recorded in the reception record DB 17, and a call is abandoned to a customer who has abandoned the call after connecting to the operator from the telephone reception system 1 side. When the customer's telephone can be connected, the operator responds immediately and various services can be provided.

  FIG. 4B shows an example of a customer master. The customer master 19 is registered with information of a customer who is a target of telephone reception handled by the telephone reception system 1, and here is registered in association with the following information shown in the figure.

・ Customer ID:
・ Customer name:
·phone number:
・ Other:
Here, the customer ID is an ID (number, symbol) assigned to uniquely identify the customer. The customer name is the name of the customer. The telephone number is the customer's telephone number.

  FIG. 4C shows an example of a transmission record DB. The outgoing record DB 18 records the following information shown in association with each other.

・ Date sent:
・ Telephone number:
・ Customer identification symbol:
-Response status:
・ Call abandonment response:
・ Other:
Here, the outgoing date and time is the date and time when the telephone response system 1 calls the customer. The other party's telephone number is the telephone number of the calling customer. The customer identification symbol is an ID (symbol) that uniquely identifies the customer, and is registered in association with the telephone number registered in the customer master 19 in FIG. The response state is a call state to the customer and a response state to the call (0: partner not present (not responding), 1: partner busy (the partner is busy), 2: partner answer). Call abandonment indicates whether the call was made in response to a call abandonment or a normal call, where 1 represents a call corresponding to a call abandon and 0 represents a normal call Represents a thing.

  As described above, after connecting to the operator from the telephone reception system 1 side, all the states when the call is abandoned to the customer who has been abandoned are recorded in the outgoing call record DB 18 (when the customer is absent, 0 (the other party is absent) , Not responding), 1 (other party busy) when the customer is busy, 2 (other party answer) when the customer answers, and 0 (no other party), 1 (busy, other party busy) In this case, the call is made again to the customer after connecting to the operator, and the previous absence information, the absence time, etc. are displayed on the screen of FIG. It is possible to inform the customer of the situation and to deal with the customer smoothly.

  FIG. 5 shows an example of a call abandonment customer information screen according to the present invention. The call abandoning customer information screen is a screen that is displayed when the telephone reception system 1 is connected to the operator's telephone before calling a customer who abandoned the call, and displays the following information shown in the figure. .

·Customer name:
·phone number:
・ Number of abandonments:
・ Abandonment time:
-Previous absence information:
-Absence time:
·Correspondence situation:
・ Other:
Here, the customer name is the name of the customer who abandoned the call. The telephone number is the telephone number of the customer who abandoned the call. The number of abandonments is the total number of calls abandoned by the customer (or the number of calls abandoned within a specified time range) recorded in the reception record DB 17 in FIG. The abandonment time is the time when the call is abandoned (for example, the latest time). The previous absence information is the previous absence information (for example, busy or absent) when a call is made from the telephone reception system 1 to the customer in response to call abandonment. The absence time is a time when a call was made when the previous absence was made. The correspondence information is a correspondence situation with the customer.

  After the above screen is displayed to the operator, when the call is made to the telephone number of the customer who abandoned the call and the connection can be made immediately, the operator connects to the operator. ○ It is a company, Mr. A (customer name), I was sorry to call you many times earlier. .

  6 and 7 show the configuration of one embodiment of the present invention. Here, “Customer A”, the telephone reception system 1, and the operator operate the telephone 3 in FIG. 1 to request a service “Customer A”, the telephone reception system 1, and the telephone 4 to operate the customer. An operator that provides services (for example, sales of goods) to the customer.

  In FIG. 6, “Customer A” lifts the telephone 3 and makes a new call to the telephone number of the telephone reception system 1, here “03-1234-5678”. The telephone is disconnected before connecting to the operator because it is impossible. As a result, the telephone reception system 1 receives a call, but disconnects from the customer A before connecting to the operator, so-called call abandonment occurs.

  In S52, the telephone reception system 1 receives an incoming call from “Customer A” in S51 and tries to connect to the operator.

  In S53, the telephone reception system 1 that has received an incoming call from “Customer A” in S52 looks for an empty operator, but no response is possible because all operators are on the telephone (for example, on the telephone or outside the telephone response time). It becomes.

  In S54, when the telephone reception system cannot connect the operator to the operator, the call abandonment reception record DB 17 (FIG. 4 (a)) receives the reception time, the customer's telephone number, the number of call abandonment within the specified time, etc. Save to. In the figure, telephone number 03-1234-5678, incoming time, etc. are recorded as customer A's information.

  In S55, the telephone reception system 1 extracts and processes call abandonment data. This is done by periodically searching the call abandonment reception record DB 17 (or at that time if there is a call reservation), and if there is call abandonment data, an operator who can handle the call is notified that a call abandonment has occurred. . At this time, the telephone number, customer name, number of calls abandoned, etc. are notified as detailed information (for example, the screen of FIG. 5).

  In S56, the operator B who has been ready is notified of call abandonment information from the telephone reception system 1 (screen of FIG. 5). The call abandonment information includes a telephone number, a name, the number of abandonments, an incoming time, and the like.

  In S57, a call is made to the customer (customer A in the figure) who abandoned the call based on the information notified by the operator B in FIG.

  In S58, the telephone reception system 1 makes a call.

  In step S59, the customer A receives the telephone called in step S58 (lifts the handset of the telephone 3), talks with the operator, and receives a service. As a result, the customer A can receive a telephone call that is made after the telephone reception system 1 is connected to the operator, and the customer A can immediately talk with the operator and receive a service.

  In S60, when the customer A is absent (the receiver of the phone 3 of the customer A cannot be lifted), the telephone reception system 1 proceeds to extraction of the next call abandonment data, and repeats S55 and subsequent steps.

  In step S61, the operator B who has notified the call abandonment information of the telephone reception system 1 detects that the call transmission to the customer A who abandoned the call is connected, and deletes the information of the customer A from the reception record DB 17. . If customer A did not answer the call, but customer A did not answer the call, the call abandonment information was sent but the data indicating that it was absent was added and the follow-up process was performed by extracting the next call abandonment data. I do.

  When the customer calls the telephone reception system 1 according to the above steps S51 to S61, the telephone reception system 1 accepts the telephone and connects to provide a service when there is a vacant operator. When the customer disconnects the phone (or disconnects after a certain period of time), the customer's phone number, incoming date and time, etc. are recorded in the reception record DB 17 and reserved for a certain time (or when not reserved) Is the reservation time), the information of the record taken out from the reception record DB 17 is notified to the empty operator and the information is displayed on the screen, and the operator calls the customer and talks when the customer answers. Service can be received. If the customer does not respond, record the absence of the customer, notify the operator again at the next fixed time, etc., call the customer, and the customer responds and talks with the operator. It becomes possible to receive the provision of services.

(Appendix 1)
In the telephone reception system that receives calls from customers at the center and connects to the operator,
Means for storing call abandonment information, such as a telephone number that was disconnected prior to connecting to the operator due to an incoming call from a customer;
Means for making a call to the telephone number after being connected or secured in advance to an operator when making a call to the telephone number in the stored call abandonment information;
A telephone reception system comprising: a means for connecting to the operator and presenting the call abandonment information to the operator when the customer makes a call and receives a response from the customer.

(Appendix 2)
The call abandonment information is stored in association with the disconnected telephone number, and a call is made to the telephone number of the call abandonment information within the predetermined date and time range. Telephone reception system.

(Appendix 3)
3. The telephone reception system according to appendix 1 or appendix 2, wherein when making the call, calls are made in descending order of the number of call abandonment information.

(Appendix 4)
Any one of appendix 1 to appendix 3, wherein the call is stored when the customer is busy or absent and the call is re-called to the stored busy or absent phone number. The telephone reception system described.

(Appendix 5)
When there is an incoming call from the customer and a connection cannot be made without an empty operator, a guidance is transmitted to prompt the customer to make a call reservation, and the call reservation by pressing a button such as voice or telephone is accepted. The telephone reception system according to any one of supplementary notes 1 to 4.

(Appendix 6)
The telephone reception system according to appendix 5, wherein the call reservation is a call origination from the center or a date and time for a further call.

(Appendix 7)
In the telephone reception method of receiving calls from customers at the center and connecting to the operator,
Storing call abandonment information, such as a telephone number that was disconnected prior to connecting to the operator due to an incoming call from the customer;
When making a call to a telephone number in the stored call abandonment information, making a call to the telephone number after being connected or secured in advance to an operator;
A telephone reception method including a step of connecting to the operator and presenting the call abandonment information to the operator when the customer makes a call and receives a response from the customer.

  According to the present invention, a call abandonment information history from a customer is stored in a center such as a call center, and when a call is made to a telephone number of a customer who has abandoned the call, a call is made after the operator is secured and a response is made. Sometimes it is possible to connect to the operator immediately and to eliminate discomfort for the customer when calling a customer who abandons the call.

It is a system configuration diagram of the present invention. It is an operation | movement explanatory flowchart (call abandonment recording) of this invention. It is operation | movement description flowchart (calling) of this invention. It is an example of DB / master of the present invention. It is an example of a call abandonment customer information screen of this invention. BRIEF DESCRIPTION OF THE DRAWINGS FIG. FIG. 3 is a configuration diagram (Part 2) of an embodiment of the present invention.

Explanation of symbols

1: Telephone reception system 11: Reception means 12: Connection control means 13: Transmission means 14: Calling priority determination means 15: Reservation means 16: Storage means 17: Reception record DB
18: Outgoing record DB
19: Customer master 2: Network / switching network 3, 4: Telephone

Claims (2)

In the telephone reception system that receives calls from customers at the center and connects to the operator,
In response to sending a guidance prompting the user to specify the time for a call back when there is an incoming call from a customer and there is no empty operator, the call back of the call back by voice or pressing a button on the phone Means for storing call abandonment information including at least the time of the call back and the incoming telephone number when time is entered;
In the call abandonment information, when it becomes a predetermined time zone including a call back time of a certain customer or the time of the call back, the call abandon information including the customer's phone number is connected to an empty operator. Means for displaying on the screen of the connected operator ;
In response to displaying the call abandonment information including the telephone number of the customer who abandoned the call on the screen, the telephone number of the customer displayed on the screen when the pressing of the calling button from the operator is detected Means for instructing to call
Means for connecting a call of a customer who has made a response to the connected operator when a call is made to the customer's telephone number displayed on the screen in response to the call instruction and a response is received from the customer ; A telephone reception system characterized by comprising. In the telephone reception method of receiving calls from customers at the center and connecting to the operator,
In response to sending a guidance prompting the user to specify the time for a call back when there is an incoming call from a customer and there is no empty operator, the call back of the call back by voice or pressing a button on the phone Storing call abandon information including at least the time of the call back and the incoming phone number when time is entered;
In the call abandonment information, when it becomes a predetermined time zone including a call back time of a certain customer or the time of the call back, the call abandon information including the customer's phone number is connected to an empty operator. Displaying on the connected operator 's screen;
In response to displaying the call abandonment information including the telephone number of the customer who abandoned the call on the screen, the telephone number of the customer displayed on the screen when the pressing of the calling button from the operator is detected Instructing to call
A step of calling a customer's telephone number displayed on the screen in response to the call instruction and connecting the customer's call that has been answered to the connected operator when a response is received from the customer ; Having a telephone reception method.

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