JP4408260B2 - Customer support support method and customer support support system - Google Patents

Customer support support method and customer support support system Download PDF

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JP4408260B2
JP4408260B2 JP2004380252A JP2004380252A JP4408260B2 JP 4408260 B2 JP4408260 B2 JP 4408260B2 JP 2004380252 A JP2004380252 A JP 2004380252A JP 2004380252 A JP2004380252 A JP 2004380252A JP 4408260 B2 JP4408260 B2 JP 4408260B2
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operator
learning
support
access
data
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JP2006185319A (en
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典秀 宮坂
雅幸 山川
光夫 後川
耕一 橋本
博 細田
俊一 豊島
了 高橋
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株式会社リコー
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Description

  The present invention relates to a customer support support method and a customer support support system for delivering an inquiry call from a customer to an appropriate operator.

  In a call center having a plurality of call center agents (operators), an inquiry call from a customer is selectively distributed to the operator's telephone terminal, and the operator responds at the telephone terminal to which the inquiry call is distributed. In such a call center, in recent years, a system called a CTI (Computer Telephony Integration) integrated with a telephone and a computer has been introduced (for example, see Patent Document 1). In the system disclosed in Patent Document 1, when an inquiry is made by telephone, a caller number associated with a call signal and operator identification information corresponding to the caller number are recorded. Then, using this data, when there is a next inquiry by the same caller number, the same operator is connected.

As such a call center, there is a support center that receives inquiries regarding various devices via a telephone. Such a support center often has a free dial (trademark) for each model and secures a corresponding person (operator) for each model.
JP 2000-332898 (pages 14-18)

  However, if operators are limited for each toll-free number, operators may become excessive or insufficient for each model in charge. On the other hand, there is also a support center that trains personnel who can handle a plurality of models so that each personnel can support a plurality of toll-free numbers. However, the corresponding operator may not be able to smoothly switch to a different free dial. In addition, there is a variation in skill level of each operator model, and it may not be possible to provide optimal support to customers.

  The present invention has been made in order to solve the above-mentioned problems, and its purpose is to flexibly allocate operators for different types of queries and to deal with more appropriate operators as well as a customer response support method and To provide a customer support system.

The present invention provides a private branch exchange for selectively connecting a call signal from an external network to the internal network, a client terminal used by the operator, and information that can be referred to by the operator when dealing with a customer using the client terminal. A knowledge data storage unit that stores the web page of the explanation screen, a knowledge data identifier that identifies the explanation screen, a reference time required to refer to the explanation screen, and a reference number of times that the time required for reference exceeds the reference time Includes a reference data storage unit in which is recorded, an operator identifier for identifying an operator, a knowledge data identifier, a target flag, and a URL of a series of web pages accessed by the client terminal and knowledge data access status of access time Knowledge knowledger having access history storage means for recording access history If, connected to the corresponding history storing means which records a learning support server for providing learning information to the operator, a corresponding history of the skill level table storage means and an operator, which records a skill level table relating operator skill level for each query type A customer support support system comprising a customer support support device that performs telephone customer support, the customer support support device accepting from the private branch exchange via the external line network When a notification including information about the inquiry type in the incoming call is received, the inquiry type is specified based on the received inquiry type information, and the skill level of the skill level table is determined for the specified inquiry type. Based on the response history of the response history storage means Such operator to identify the connection of the incoming phone call to the telephone terminal of the operator instructs the private branch telephone exchange, records a history of responses of the operator to the corresponding history storage means. A knowledge server transmits a web page in response to a transmission request from a client terminal. The knowledge server records, in the access history storage means, the URL and access time of the web page of each screen until the search is newly started and the reference end input is performed on the target explanation screen. . When the knowledge server receives reference end input on the explanation screen, the knowledge server records the knowledge data identifier of this explanation screen in the access history storage means. The knowledge server extracts an operator identifier and a knowledge data identifier from the access history in which the reference end flag is recorded, and transmits learning instruction determination request data including these to the customer support support apparatus. The customer support apparatus calculates a required time from the first access time to the last access time of the knowledge data access status of the access history including the operator identifier and the knowledge data identifier in the learning instruction determination request data. The customer support apparatus extracts a reference time corresponding to the knowledge data identifier from the reference data storage unit and compares it with the calculated required time. If the required time exceeds the reference time, the customer support support apparatus records the target flag corresponding to the access history. The customer service support apparatus counts the number of access histories having the operator identifier and the knowledge data identifier in the learning instruction determination request data, and the target flag is recorded, and compares the counted number with the reference number. . When the customer support apparatus is equal to or greater than the reference number, a learning support instruction is transmitted to the learning support server. The learning support server transmits learning support information to the client terminal of the operator according to the learning support instruction . According to this, the inquiry type can be specified based on the information about the inquiry type in the incoming call received via the external line network notified from the private branch exchange. Based on the skill level of the operator related to the inquiry type and the response history of the operator, a more suitable operator can be specified, and a telephone call from a customer can be distributed to the operator's telephone terminal.

  Further, according to the present invention, the customer support apparatus is further connected to a response type data storage unit that records an inquiry type corresponding to a telephone number, and the information related to the inquiry type notified from the private branch exchange includes: The information regarding the telephone number that has received the incoming call of the private branch exchange, and the customer support device receives the notification including the information regarding the telephone number from the private branch exchange in specifying the inquiry type. Using the type data storage means, the inquiry type is specified based on this telephone number. According to this, the inquiry type can be specified based on the telephone number from which the private branch exchange receives the call signal. Therefore, the inquiry type can be specified without the customer separately providing information on the inquiry type.

  Further, according to the present invention, the customer support system includes a client terminal used by an operator, a knowledge server that provides knowledge data that can be referred to by the operator when dealing with a customer using the client terminal, and the client terminal. Access history storage means for recording an access history to the knowledge server, and a learning support server for providing learning information to an operator, wherein the knowledge server accesses the knowledge server from the client terminal. A history is acquired and recorded in the access history storage means, and the customer support device determines whether or not the operator needs to learn based on the access history, and when learning is necessary in the determination of necessity of learning The learning instruction is given to the operator. According to this, knowledge data that can be referred to when dealing with customers can be provided to the operator, the access history to the knowledge server by the operator can be recorded, and a learning instruction can be given to the operator according to the access history. . Accordingly, it is possible to improve the skill of the operator by giving a necessary learning instruction based on the reference state of the knowledge data of the operator when dealing with the customer.

  Further, according to the present invention, the learning support instruction is sent from the customer support support apparatus to the learning support server, and the learning support server sends the learning support information according to the learning support instruction. To the operator's client terminal. According to this, necessary learning support information can be automatically provided from the learning support server to the client terminal of the operator who needs learning. Therefore, the operator can perform necessary learning more efficiently.

  According to the present invention, operators can be flexibly assigned to different types of queries, and more appropriate operators can be handled.

  Hereinafter, an embodiment embodying the present invention will be described with reference to FIGS. In the present embodiment, an inquiry telephone related to a device is distributed to a more appropriate operator's telephone terminal, and is described as a customer response support method and a customer response support system for improving operator skills.

  As shown in FIG. 1, the customer support system includes a CTI (Computer Telephony Integration) device 30 as a customer support device, and this CTI device 30 is connected to a PBX device (private telephone exchange) 20. The PBX device 20 is connected to the customer telephone terminal 90 via the external line network 100. The PBX device 20 is connected to a telephone terminal 70 used by each operator via an internal line network.

The CTI device 30 is further connected to a client terminal 80 used by each operator via a LAN. The CTI device 30 is connected to the knowledge server 5 via the LAN.
0 and the learning support server 60 are connected. Further, the CTI device 30 is connected to a skill level table storage unit 41 as a skill level table storage unit and a correspondence history storage unit 42 as a correspondence history storage unit.

  The PBX device 20 receives a call signal for a telephone addressed to toll-free (trademark) provided for each device type (inquiry type). In this embodiment, free dial is used, but a telephone number other than free dial may be used. In this embodiment, the device type is used as the inquiry type, and the skill level is set for each device type as described later. However, if the skill level is set for each inquiry type, the inquiry type Other than the type may be used. The PBX device 20 outputs to the CTI device 30 the calling telephone number associated with the call signal and the toll-free telephone number (toll-free number) that accepted the call. Then, the PBX device 20 causes the telephone terminal 70 instructed from the CTI device 30 to receive a call signal.

  The CTI device 30 is a device for integrating a telephone with a computer system. The CTI device 30 includes control means (CPU), storage means (RAM, ROM, hard disk, etc.), communication means, etc. (not shown). The CTI device 30 specifies an operator to be handled by processing to be described later, specifies the telephone terminal 70 used by the operator, and instructs the PBX device 20 to deliver a call signal to the telephone terminal 70.

  The CTI device 30 includes a terminal selection processing unit 31, a level recognition unit 32, a learning instruction determination processing unit 33, and a learning instruction unit 34. The storage means in the terminal selection processing unit 31 is provided with correspondence type data storage means for recording a correspondence table between free dial numbers and inquiry target devices (inquiry types).

  The terminal selection processing unit 31 functions as a type identification unit, an operator identification unit, a selection instruction unit, a response history acquisition unit, and the like described in the claims. When the type specifying means receives a notification from the PBX device 20 including information related to the toll-free number received via the external line network 100, the type specifying means uses the correspondence table between the toll-free number and the inquiring target device. The type of the inquiry target device is specified based on the dial number. Based on the skill level of the specified type of each operator in the skill level table 410 and the correspondence history 420 of each operator in the correspondence history storage unit 42, the operator identification means selects an incoming call from among operators that can be connected by telephone. Identify the operator to allocate. The selection instruction means selects the telephone terminal 70 of the identified operator and instructs the PBX device 20 to connect the incoming call. The response history acquisition unit acquires the response history in the telephone terminal 70 and records it in the correspondence history storage unit 42.

The level recognition unit 32 accesses the skill level table storage unit 41 according to an instruction from the terminal selection processing unit 31 and acquires information on the skill level.
The learning instruction determination processing unit 33 functions as a learning necessity determination unit described in the claims. The learning necessity determination unit determines whether the operator needs to learn based on the access history recorded in the access history storage unit 53.

  The learning instruction unit 34 functions as learning instruction means described in the claims. The learning instruction unit gives a learning instruction to the operator when learning is necessary in the determination of necessity of learning by the learning necessity determination unit.

The CTI device 30 is connected to a skill level table storage unit 41 and a correspondence history storage unit 42.
As shown in FIG. 2, the skill level table storage unit 41 records a skill level table 410 composed of data relating to the skill level for each operator. This skill level table is registered in advance according to the skill level for each operator. In the present embodiment, the telephone terminal 70 and the client terminal 80 used by each operator are determined in advance. If the operator identifier is specified, the extension number and the terminal number can be specified. The data relating to the skill level of each operator includes an extension number, a terminal number, an operator identifier, and a data area relating to the skill level.

  Data relating to the extension number of the telephone terminal 70 is recorded in the extension number data area. In the terminal number data area, data relating to the terminal number of the client terminal 80 used corresponding to the telephone terminal 70 is recorded. In the operator identifier data area, data relating to an identifier for specifying an operator is recorded.

  In the skill level data area, data on the level of correspondence (skill level) to the customer for each model (equipment) of the operator is recorded. In the present embodiment, data related to skill levels for a personal computer, a camera, a printer, and an application are recorded. In the present embodiment, the skill level is divided into “1” to “3”, with “1” being the highest level. The skill level “1” corresponds to an operator having the highest corresponding level of the model, and mainly corresponds to an operator who is in charge of this model. The skill level “2” corresponds to an operator whose level corresponding to the model is an intermediate level, and mainly corresponds to an operator who is in charge of another model. Skill level “3” corresponds to the operator with the lowest corresponding level of the model. Note that a skill level “3” is set for managers and business staff who normally do not handle telephone calls as operators.

  As shown in FIG. 3, the response history storage unit 42 stores a response history 420 for each inquiry phone for each extension of each operator. In the correspondence history 420, data other than the extension number is reset at the start of business every day, and a correspondence log is recorded when each inquiry telephone is supported. The correspondence history 420 includes data areas related to extension numbers, current states, and correspondence logs.

  In the extension number data area, data relating to the extension number of the telephone terminal 70 used by each operator is recorded. Data relating to the current state of the extension number is recorded in the current state data area. Specifically, one of the flags “waiting”, “call”, “work”, and “seated” is recorded. The “waiting” flag is recorded when an incoming call can be answered. The “call” flag is recorded when a call is in progress. The “work” flag is recorded when a work that cannot be released is performed. The “separate seat” flag is recorded when the user is not seated. The “work” and “seating” flags are recorded in accordance with an operator instruction. That is, when the operator performs a work that cannot be released or leaves, an instruction of “work” or “separate” is transmitted to the CTI device 30, and “work” or “ The “seating” flag is recorded.

  In the corresponding log data area, data related to the corresponding log for the inquiry telephone is recorded. Specifically, the corresponding log data area includes a data area regarding a start time, an end time, a corresponding time, a call origination number, and arrival / departure classification. In the start time data area, data related to the call start time by the telephone terminal 70 is recorded. In the end time data area, data related to the call end time by the telephone terminal 70 is recorded. Data relating to the time from the start time to the end time is recorded in the corresponding time data area. In the incoming / outgoing number data area, in the case of an incoming call, data relating to the telephone number of the caller is recorded. On the other hand, in the case of a call, data relating to the telephone number of the call destination is recorded. Data relating to the distinction between outgoing and incoming (reception) is recorded in the arrival / departure data area.

The knowledge server 50 is a server that provides information that can be referred to when dealing with a customer through a web page. The knowledge server 50 includes control means (CPU), storage means (RAM, ROM, hard disk, etc.), communication means, etc. (not shown). In the present embodiment, the web page provided by the knowledge server 50 changes in the order of a login screen, a menu screen, a large item index screen, a medium item index screen, a small item index screen, and an explanation screen. Each explanation screen is given a knowledge data identifier and an explanation item name. The menu screen is provided with a search input unit. When text data is input by the search input unit, the knowledge server 50 searches the text data in each explanation screen for all explanation screens by using this text data. Then, a search list screen including a list of knowledge data identifiers and explanation item names of the explanation screen having the input text data is displayed. On this search list screen, link information from the list of searched explanation screens to each explanation screen is provided, and it is possible to transition from this search list screen to each explanation screen using this link information.

  The knowledge server 50 is used to record the access status to the knowledge server 50 and make a determination as to whether or not to give a learning instruction. Therefore, the knowledge server 50 functions as an access history acquisition unit. The access history acquisition unit acquires the access history from the client terminal 80 to the knowledge server 50 and records it in the access history storage unit 53.

The knowledge server 50 includes a knowledge data storage unit 51, a reference data storage unit 52, and an access history storage unit 53 as an access history storage unit.
The knowledge data storage unit 51 records a web page having information that can be referred to when dealing with a customer. In this embodiment, the web pages of the menu screen, the large item index screen, the medium item index screen, the small item index screen, the explanation screen, and the login screen of the knowledge server 50 are recorded. In the present embodiment, the explanation screens are grouped for each small item, each small item is grouped for each medium item, and each medium item is grouped for each large item. Each explanation screen is given a file name including a knowledge data identifier. Each screen and the URL of the screen are associated with each other and recorded in the knowledge server 50 (not shown). Each explanation screen is provided with a transition button to a menu screen. When this transition button is used, a reference end input is performed as will be described later, and a transition is made to the menu screen.

  As shown in FIG. 4, the reference data storage unit 52 stores reference data 520 for each knowledge data identifier. When a web page for the explanation screen is newly provided, a knowledge data identifier is given to the explanation screen, and the reference data 520 is recorded corresponding to the explanation screen. In the present embodiment, the reference data 520 is recorded in advance. The reference data 520 includes a data area related to a knowledge data identifier, a reference time, and a reference count.

  In the knowledge data identifier data area, data related to the knowledge data identifier is recorded as an identifier for specifying each explanation screen. In the reference time data area, data related to the reference time required for referring to the explanation screen is recorded. The time required for referring to the explanation screen corresponds to the time from the start of a new search until the reference end input is performed on the explanation screen. Here, as will be described later, when the reference time exceeds the reference time, it becomes a determination target of the learning instruction. In the reference number data area, when the explanation screen is referred to, the reference number data area is the number of times used as a reference for determining whether or not to give a learning instruction for the number of times the reference time exceeds the reference time.

As shown in FIG. 5, the access history storage unit 53 records an access history 530 for each access to the explanation screen. This access history 530 is recorded when a new search is started, and a knowledge data access status is added to access each screen until a reference end input is made on the target explanation screen. Here, when a transition is made from the menu screen to the index screen of a large item, or when a search request is made on the menu screen and a transition is made to the search list screen, an access history 530 in which a reference end flag described later is not recorded is recorded. If not, it is determined that a new search has been started. The reference end input is performed using a transition button to the menu screen on the target explanation screen. When a reference end input is performed using this transition button, the knowledge server 50 transmits a menu screen and adds a knowledge data access status for accessing the menu screen. The access history 530 includes data areas related to an operator identifier, knowledge data access status, knowledge data identifier, target flag, and instructed flag.

  In the operator identifier data area, data relating to an identifier for specifying an operator is recorded. Data related to the knowledge data access status is recorded in the knowledge data access status data area. Specifically, when each screen is accessed, the URL of this screen and the access time are recorded. When a reference end input is made, a reference end flag is recorded. In the knowledge data identifier data area, data related to the knowledge data identifier as an identifier for specifying the explanation screen is recorded. The target flag is recorded in the target flag data area when the required time from the start of the new search until the reference end input is performed exceeds the reference time. The target flag is counted as will be described later, and serves as an index for performing a learning instruction. In the instructed flag data area, an instructed flag is recorded when a learning instruction is made based on the access history 530.

  The learning support server 60 transmits data for performing e-learning to the client terminal 80. The learning support server 60 includes a control unit (CPU), a storage unit (RAM, ROM, hard disk, etc.), a communication unit, etc. (not shown). The learning support server 60 includes a learning data storage unit 61 that records data related to video and audio for e-learning. The learning data storage unit 61 stores video and audio data for e-learning for each knowledge data identifier.

  The telephone terminal 70 is a telephone terminal used by an operator. Each extension number is assigned to the telephone terminal 70. Then, a call signal assigned to the extension number is received from the PBX device 20, and a call is made with the customer telephone terminal 90 via the external line network 100.

  The client terminal 80 is a computer terminal used by an operator. The client terminal 80 includes control means (CPU) and storage means (RAM, ROM, hard disk, etc.) not shown, input means such as a keyboard and mouse, output means such as a display, communication means, and the like. The client terminal 80 has a data search function, a function of transmitting data via a network, and the like.

  The customer telephone terminal 90 is a telephone terminal used by a customer. The customer telephone terminal 90 may be any telephone terminal that has a call function and can be connected to the external line network 100, and may be any of a mobile telephone terminal, a PHS terminal, a fixed telephone terminal, and the like.

  Next, using the customer support system as described above, the processing procedure for flexibly allocating inquiries of different types to the operator and responding to a more appropriate operator in the support center is shown in FIGS. It explains using. Here, a step of identifying a corresponding operator and assigning an incoming call to the operator's telephone terminal 70 (FIG. 6), a step of recording a correspondence history, and a step of supporting operator learning (FIG. 7) Separately described.

(Distribution processing)
When the PBX device 20 receives the calling signal by free dial, the PBX device 20 notifies the CTI device 30 of the source number accompanying the calling signal and the free dial number that received the calling signal. The CTI device 30 uses the terminal selection processing unit 31 to specify a target device (model) to be inquired based on the toll-free number (step S1-1). Specifically, the inquiry target device corresponding to the toll-free number is specified using a correspondence table between the free dial number and the inquiry target device recorded in the storage means in the terminal selection processing unit 31.

  Then, the CTI device 30 searches for an operator who can handle each skill level from the higher skill level (step S1-2). Specifically, the terminal selection processing unit 31 outputs data regarding the identified device to the level recognition unit 32, and the level recognition unit 32 determines the skill level based on the skill level for this device (for example, a personal computer). An extension number is extracted from the table 410. First, the extension number of the operator with the skill level “1” having the highest skill level is extracted. Then, the level recognition unit 32 searches the correspondence history storage unit 42 using this extension number, and examines the current state of the correspondence history 420. Here, the level recognizing unit 32 checks the current state of the extension numbers of all operators of skill level “1” for the specified device. Here, when the current state is “waiting”, the operator of this extension number can respond.

  Here, when there is no operator with skill level “1” or when there is no operator with skill level “1” whose current state is “waiting”, the CTI device 30 responds with skill level “2”. Search for possible operators in the same way. Further, when there is no operator with skill level “2” or when there is no operator with the current state “waiting” among the operators with skill level “2”, the terminal selection processing unit 31 has the skill level “3”. Similarly, search for available operators is performed.

  As described above, when the skill level is sequentially changed and checked and it is detected that there is an operator that can be handled (YES in step S1-3), the CTI device 30 is an operator of the same skill level, The number of operators that can be handled is checked (step S1-4). Specifically, the terminal selection processing unit 31 checks the number of extracted skill level data for the skill level for which the skill level data whose current state is “waiting” is specified. Here, when a plurality of skill level data are extracted, a plurality of operators having the same skill level can respond.

  When a plurality of operators can handle this skill level (YES in step S1-4), the terminal selection processing unit 31 specifies the extension number of the operator with the longest waiting time from these (step S1-5) ). Specifically, the level recognition unit 32 first extracts the extension number and the end time (final end time) of the last corresponding log for each extracted correspondence history 420. Then, the extension number corresponding to the longest period from the final end time is specified.

  On the other hand, when there is one operator who can handle this skill level, that is, when the extracted skill level data is one (NO in step S1-4), the process of step S1-5 is skipped. .

  Then, the CTI device 30 instructs the PBX device 20 to connect to the specified extension number (step S1-6). Specifically, the terminal selection processing unit 31 notifies the PBX device 20 of the specified extension number. The PBX device 20 causes a call signal to arrive at this extension number.

If a compatible operator cannot be detected (NO in step S1-3), the CTI device 30 performs a process for outputting a message “Please call again” (step S1-7). Specifically, a message output instruction is given to a voice response device (not shown), and this voice response device answers the incoming call by outputting a voice message.

(Correspondence history recording process)
Next, the step of recording the correspondence history will be described.
A call signal is received at the extension number of the operator specified in accordance with the above processing. That is, the operator's telephone terminal 70 receives the call signal. When the operator receives a call from the telephone terminal 70 that has received the call signal, the PBX device 20 notifies the CTI device 30 of data relating to the extension number, start time, caller number, and arrival / departure (incoming). In the CTI device 30, the terminal selection processing unit 31 records a correspondence log in the correspondence history storage unit 42 based on this data. Specifically, the correspondence history 420 is specified based on the extension number, and a new correspondence log is recorded in the correspondence log data area of the correspondence history 420. Here, data relating to start time, incoming / outgoing transmission / reception number (transmission source number), and incoming / outgoing “incoming” are recorded. Note that the end time and the corresponding time are spaces. Further, the CTI device 30 causes the terminal selection processing unit 31 to change the current state of the correspondence history 420 to the “call” flag.

  When the telephone terminal 70 completes the call, the PBX device 20 notifies the CTI device 30 of data relating to the extension number, start time, end time, caller number, and arrival / departure (incoming). In the CTI device 30, the terminal selection processing unit 31 records a correspondence log in the correspondence history storage unit 42 based on this data. Specifically, the correspondence history 420 is specified based on the extension number, and the start time, the call origination / reception number (source number), and the arrival / departure classification are selected from the correspondence logs recorded in the correspondence log data area of the correspondence history 420. The correspondence log is specified based on the data related to “incoming call”. Then, data relating to the end time is recorded in the correspondence log. Further, the corresponding time is calculated based on the start time and the end time, and data relating to the corresponding time is recorded in the corresponding log. Further, the CTI device 30 causes the terminal selection processing unit 31 to change the current state of the correspondence history 420 to a “waiting” flag.

(Learning support processing)
Next, learning support processing for the operator will be described. When an operator responds to an inquiry from a customer, the operator can access the knowledge server 50 using the client terminal 80 and refer to the knowledge data.

  As shown in FIG. 7, the operator accesses the knowledge server 50 by using the operator identifier from the client terminal 80 (step S2-1). Here, the operator accesses the knowledge server 50 from the login screen of the knowledge server 50, and accesses the knowledge data to be referred to using the link information and the search input unit. Here, the client terminal 80 transmits a web page transmission request designated by the operator to the knowledge server 50 in accordance with the input operation of the operator. In response to this, the knowledge server 50 specifies the accessed operator, transmits the requested web page to the client terminal 80, and records the URL and access time of the web page in the access history storage unit 53. (Step S2-2). Specifically, the knowledge server 50 records an operator identifier, a knowledge data access situation including a URL and an access time, and a knowledge data identifier. Here, the access status corresponding to a series of operations until the operator arrives at the explanation screen from the menu screen and until the reference end input is made on this explanation screen and the screen is changed to the menu screen is shown in the knowledge of the same access history 530. Record in the data access status data area.

For example, from the login screen of the knowledge server 50, an explanation screen is reached through a menu screen, a large item index screen, a middle item index screen, and a small item index screen, and a transition button to the menu screen is used on this explanation screen. In this case, the reference end input is performed. In this case, according to the screen transition, the URLs and access times of the large item index screen, middle item index screen, small item index screen, and explanation screen are recorded in the knowledge data access status data area. Further, on the explanation screen, when the reference end input is performed using the transition button to the menu screen, the URL of the menu screen, the reference end flag, and the access time are recorded. Then, the knowledge data identifier is specified based on the file name of the explanation screen, and the knowledge data identifier is recorded.

  Then, the knowledge server 50 instructs the CTI device 30 to make a learning instruction determination. Specifically, the knowledge server 50 extracts an operator identifier and a knowledge data identifier from the access history 530 in which the reference end flag is recorded, and transmits learning instruction determination request data including these to the knowledge server 50.

  The CTI device 30 that has received this performs a determination process on whether or not to perform a learning instruction by the learning instruction determination processing unit 33. Here, the learning instruction determination processing unit 33 first checks whether the time required to access the explanation screen and end the reference exceeds the reference time (step S2-3). Specifically, the required time from the first access time to the last access time in the knowledge data access status data area is calculated. In the above example, the required time from the access time of the index screen of the first large item to the access time of the menu screen transitioned by the reference end input on the explanation screen is calculated. Further, the learning instruction determination processing unit 33 extracts the reference time from the reference data storage unit 52 based on the knowledge data identifier of the recorded access history 530. Then, the calculated required time is compared with this reference time.

  If the required time exceeds this reference time (YES in step S2-3), the knowledge server 50 records a target flag for the access history 530 (step S2-4). On the other hand, when the required time does not exceed the reference time (NO in step S2-3), the learning support process is terminated.

  Next, the learning instruction determination processing unit 33 checks whether the target number is equal to or greater than the reference number (step S2-5). Specifically, the learning instruction determination processing unit 33 first has an operator identifier and a knowledge data identifier in the learning instruction determination request data, the target flag is recorded, and the access history 530 in which the instructed flag is not recorded. Count the number of. Further, the learning instruction determination processing unit 33 extracts the reference number from the reference data storage unit 52 based on the knowledge data identifier of the recorded access history 530.

  Then, the counted number is compared with the reference number. If the target number is equal to or greater than the reference number (YES in step S2-5), the CTI device 30 issues a learning instruction (step S2-6). Specifically, the learning instruction determination processing unit 33 outputs learning instruction request data including an operator identifier and a knowledge data identifier to the learning instruction unit 34. The learning instruction unit 34 extracts the terminal number of the client terminal 80 used by the operator from the skill level table storage unit 41 based on the operator identifier in the learning instruction request data. Then, the learning instruction unit 34 transmits learning instruction data including the extracted terminal number and the knowledge data identifier in the learning instruction request data to the learning support server 60. Then, the learning instruction unit 34 adds an instruction completion flag to the learning instruction request data including the operator identifier and the knowledge data identifier, and outputs it to the learning instruction determination processing unit 33. The learning instruction determination processing unit 33 has the operator identifier and the knowledge data identifier based on the operator identifier and the knowledge data identifier in the data, and the access history 530 in which the target flag is recorded and the instructed flag is not recorded. Is recorded and the instructed flag is recorded.

  On the other hand, the learning support server 60 that has received the learning instruction data extracts learning data for e-learning from the learning data storage unit 61 based on the knowledge data identifier. Then, this learning data is transmitted to the client terminal 80 specified by the terminal number in the learning instruction data. The client terminal 80 that has received the learning data displays an e-learning learning screen. In this embodiment, a start button is provided on this learning screen. Then, learning can be started using this start button. For this reason, the operator who uses this client terminal 80 starts learning by e-learning by using the start button of this learning screen during idle time. Then, learning by e-learning is performed in accordance with a display screen displayed on the client terminal 80 and voice output.

As described above, according to the present embodiment, the following effects can be obtained.
In the above embodiment, the PBX device 20 can accept reception by a plurality of free dials. Then, the PBX device 20 receives a call signal from the external network 100 by toll-free and notifies the CTI device 30 of information related to the toll-free number that has received the call signal. Then, the CTI device 30 identifies the type of device based on the notified toll-free number, the skill level of each operator in the skill level table 410 in the identified type, and the correspondence of each operator in the correspondence history storage unit 42 Based on the history, the operator who allocates the incoming call among the operators that can be connected to the telephone is specified. Then, the telephone terminal 70 of the identified operator is selected to instruct the PBX device 20 to connect the incoming telephone, and the response history at the telephone terminal 70 is acquired and recorded in the correspondence history storage unit 42. As a result, when the PBX device 20 receives a call signal using a toll-free number that can be used, the type of device can be specified based on the toll-free number. A more suitable operator can be specified based on the skill level of the operator related to this type and the correspondence history of the operator, and a telephone call from a customer can be distributed to the telephone terminal 70 of the operator. Therefore, operators can be flexibly allocated to different types of inquiries corresponding to different toll-free numbers, and more appropriate operators can be handled. For this reason, overall response efficiency can be increased.

  In the above embodiment, the knowledge server 50 acquires the access history from the client terminal 80 to the knowledge server 50 and records it in the access history storage unit 53. Then, the CTI device 30 determines whether or not the operator needs to learn based on the access history, and if learning is necessary in the determination of necessity of learning, the CTI device 30 gives a learning instruction to the operator. As a result, knowledge data that can be referred to when dealing with customers can be provided to the operator, and an access history to the knowledge server 50 by the operator can be recorded, and a learning instruction can be given to the operator according to the access history. Accordingly, it is possible to improve the skill of the operator by giving a necessary learning instruction based on the reference state of the knowledge data of the operator when dealing with the customer.

  In the above embodiment, the CTI device 30 transmits learning instruction data to the learning support server 60. Then, the learning support server 60 transmits learning data for e-learning to the client terminal 80 of the operator who needs learning in accordance with the learning support instruction. In this way, necessary e-learning information can be automatically transmitted from the learning support server 60 to the client terminal 80 of the operator who needs learning. Therefore, the operator can perform necessary learning more efficiently.

In addition, you may change the said embodiment into the following aspects.
In the above embodiment, the CTI device 30 transmits learning instruction data to the learning support server 60. Then, the learning support server 60 transmits learning data to the client terminal 80. Instead, the CTI device 30 designates a knowledge data identifier, gives a learning instruction to the operator, and the operator who has received this learning instruction accesses the learning support server 60 using the client terminal 80 to obtain the knowledge data identifier. The learning data may be specified by

  In the above embodiment, the learning instruction is determined by comparing the time required for a series of operations until the operator arrives at the explanation screen and inputs the reference end on the explanation screen with the reference time. The required time to be compared with the specific reference time may be a time required for another operation.

  In the above embodiment, whether or not a learning instruction is necessary is determined based on the time required for operation by the operator. What is used for determining whether or not a learning instruction is necessary is not limited to this. For example, it may be determined whether a learning instruction is necessary based on the state of screen transition. Further, whether or not a learning instruction is necessary may be determined based on the number of connections to the knowledge server 50.

  In the above embodiment, when there is an event that may require learning, the CTI device 30 determines whether or not a learning instruction is necessary every time, and if necessary, instructs the learning support server 60 to learn data. Is transmitted to the client terminal 80. Instead of this, it may be determined whether or not a learning instruction is necessary collectively at a predetermined time, and learning data may be transmitted to the client terminal 80 when necessary. Thereby, it is possible to prevent the work from being interrupted by the learning instruction.

  In the above embodiment, the inquiry target device corresponding to the toll-free number is specified using the correspondence table between the free dial number and the inquiry target device recorded in the storage means in the terminal selection processing unit 31. Then, based on the identified device, the skill level table 410 that records the skill level of each operator corresponding to the device is searched. Instead, the skill level table records the skill level of each operator in association with the free dial number, and the correspondence table between the free dial number and the inquiry target device may not be used. In this case, the skill level table is searched using the toll-free number. In this case, the skill level table functions as correspondence type data storage means.

  In the above embodiment, the skill level of each model is defined in three stages, and the operator with the highest corresponding level of the model is set to skill level “1”. And the skill level depends mainly on the work in charge, such as an operator who is in charge of this model, an operator who is in charge of other models, a manager or business person who does not usually handle telephone calls as an operator. Set. Instead, the skill level may be set according to the ability of the operator regardless of the work in charge. In this case, the learning result may be reflected in the skill level data. For example, the end of e-learning may be notified to the CTI device 30, and the CTI device 30 may update the skill level data based on this. Further, a test may be performed at the end of e-learning and the test result may be reflected in the skill level data. In this case, the test may be performed by transmitting data for the learning support server 60 to execute the test to the client terminal 80 at the end of e-learning or the like. Thereby, a skill level can be evaluated in daily work and an appropriate learning instruction can be given according to the level.

In the above embodiment, the PBX device 20 can use a plurality of toll-free numbers. The PBX device 20 receives a call signal from the external network 100 via the toll-free number, and the CTI device 30 receives the call signal. Informed about toll-free numbers. Then, the CTI device 30 specifies the type of device (inquiry type) based on the notified toll-free number. Instead, the device type (inquiry type) may be specified by another method. For example, when the PBX device 20 receives a call signal from the external line network 100, the customer may be prompted to input the device type. Then, the PBX device 20 notifies the CTI device 30 of information related to the device type input using the customer telephone terminal 90, and the CTI device 30 specifies the device type based on the information related to the inquiry type. Also good. As a result, the type of model (inquiry type) can be specified without preparing a plurality of toll-free numbers corresponding to the type of model.

1 is a schematic diagram of a system according to an embodiment of the present invention. Explanatory drawing of the data recorded on the skill level table memory | storage part. Explanatory drawing of the data recorded on the corresponding | compatible log | history memory | storage part. Explanatory drawing of the data recorded on the reference | standard data storage part. Explanatory drawing of the data recorded on the access history memory | storage part. Explanatory drawing of the process sequence of one Embodiment of this invention. Explanatory drawing of the process sequence of one Embodiment of this invention.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 20 ... PBX apparatus (private telephone exchange), 30 ... CTI apparatus as customer response support apparatus, 41 ... Skill level table storage part as skill level data storage means, 42 ... Response history storage part as response history storage means, 50 ... Knowledge server, 53 ... Access history storage unit as access history storage means, 60 ... Learning support server, 70 ... Telephone terminal, 80 ... Client terminal, 90 ... Customer telephone terminal, 100 ... External line network, 410 ... Skill level table .

Claims (4)

  1. A private branch exchange that selectively connects a call signal from an external network to the internal network;
    A client terminal used by the operator;
    A knowledge data storage unit storing a web page of an explanation screen having information that can be referred to by an operator when dealing with a customer by the client terminal, a knowledge data identifier for identifying the explanation screen, and a reference time required for referring to the explanation screen A reference data storage unit in which the reference number of times required for reference exceeds the reference time is recorded, an operator identifier for identifying an operator, a knowledge data identifier, a target flag, and a series accessed by the client terminal A knowledge server comprising an access history storage means for recording an access history including the URL of the web page and the knowledge data access status of the access time;
    A learning support server for providing learning information to an operator;
    Using a customer support system comprising a skill level table storage means for recording a skill level table relating to an operator skill level for each inquiry type and a customer support support device connected to a response history storage means for recording an operator response history Is a method of dealing with customers over the phone,
    The customer support support device
    For the incoming call received via the external line network from the private branch exchange, when receiving a notification including information related to the inquiry type in the incoming call, identifying the inquiry type based on the received information related to the inquiry type; ,
    For the identified inquiry type, based on the skill level of the skill level table and the correspondence history of the correspondence history storage means, identifying an operator that can be handled,
    Instructing the private branch exchange to connect the incoming telephone to the operator's telephone terminal;
    Recording the response history of the operator in the response history storage means ;
    The knowledge server
    Transmitting a web page in response to a transmission request from the client terminal;
    Recording the URL and access time of the web page of each screen until a new search is started and a reference end input is made on the target explanation screen as knowledge data access status in the access history storage means;
    Knowledge data identification of this explanation screen when reference end input is done on the explanation screen
    Recording a child in the access history storage means;
    Extracting an operator identifier and a knowledge data identifier from an access history in which a reference end flag is recorded, and transmitting learning instruction determination request data including these to the customer support support device,
    The customer support support device
    Calculating a required time from the first access time to the last access time of the knowledge data access status of the access history including the operator identifier and the knowledge data identifier in the learning instruction determination request data;
    Extracting a reference time corresponding to the knowledge data identifier from the reference data storage unit and comparing it with the calculated required time;
    If the required time exceeds the reference time, recording a target flag corresponding to the access history;
    Having an operator identifier and knowledge data identifier in the learning instruction determination request data, counting the number of access histories in which the target flag is recorded, and comparing the counted number with a reference number;
    If the number of times is equal to or greater than the reference number, the step of transmitting a learning support instruction to the learning support server is performed,
    The learning support server transmits learning support information to the operator's client terminal according to the learning support instruction.
    Customer service support method, characterized in that.
  2. The customer support device is further connected to a correspondence type data storage means that records the inquiry type corresponding to the telephone number,
    Information on the inquiry type notified from the private branch exchange is information on a telephone number that has received the incoming call of the private branch exchange,
    The step of specifying the inquiry type includes:
    The inquiry type is specified based on the telephone number using the correspondence type data storage means when receiving a notification including information on the telephone number from the private branch exchange. Customer service support method.
  3. A private branch exchange that selectively connects a call signal from an external network to the internal network;
      A client terminal used by the operator;
      A knowledge data storage unit storing a web page of an explanation screen having information that can be referred to by an operator when dealing with a customer by the client terminal, a knowledge data identifier for identifying the explanation screen, and a reference time required for referring to the explanation screen A reference data storage unit in which the reference number of times required for reference exceeds the reference time is recorded, an operator identifier for identifying an operator, a knowledge data identifier, a target flag, and a series accessed by the client terminal A knowledge server comprising an access history storage means for recording an access history including the URL of the web page and the knowledge data access status of the access time;
      A learning support server for providing learning information to an operator;
      A customer response support system comprising a skill level table storage means for recording a skill level table relating to an operator skill level for each inquiry type, and a customer response support device connected to a response history storage means for recording an operator response history. And
      The customer support support device
      Means for specifying an inquiry type based on the received information on the inquiry type when receiving a notification including information on the inquiry type of the incoming call from the private branch exchange regarding the incoming call received via the external line network; ,
      For the identified inquiry type, means for identifying an operator that can be handled based on the skill level of the skill level table and the correspondence history of the correspondence history storage means;
      Means for instructing the private branch exchange to connect the incoming telephone to the operator's telephone terminal;
      Means for recording the response history of the operator in the correspondence history storage means;
      Means for calculating a required time from the first access time to the last access time of the knowledge data access status of the access history including the operator identifier and the knowledge data identifier in the learning instruction determination request data;
      Means for extracting a reference time corresponding to the knowledge data identifier from the reference data storage unit and comparing it with the calculated required time;
      Means for recording a target flag corresponding to the access history when the required time exceeds the reference time;
      A means for counting the number of access histories having an operator identifier and a knowledge data identifier in the learning instruction determination request data and recording the target flag, and comparing the counted number with a reference number;
      A means for transmitting a learning support instruction to the learning support server if the reference number of times or more,
      The knowledge server
      Means for transmitting a web page in response to a transmission request from the client terminal;
      Means for recording in the access history storage means the URL and access time of the web page of each screen until a new search is started and a reference end input is made on the target explanation screen, as knowledge data access status;
      Means for recording the knowledge data identifier of the explanation screen in the access history storage means when a reference end input is made on the explanation screen;
      Means for extracting an operator identifier and a knowledge data identifier from an access history in which a reference end flag is recorded, and transmitting learning instruction determination request data including these to the customer support support device,
      The customer support support method, wherein the learning support server includes means for transmitting learning support information to the client terminal of the operator according to the learning support instruction.
  4.   The customer support device is further connected to a correspondence type data storage means that records the inquiry type corresponding to the telephone number,
      Information on the inquiry type notified from the private branch exchange is information on a telephone number that has received the incoming call of the private branch exchange,
      The means for specifying the inquiry type is:
      4. The information processing apparatus according to claim 3, further comprising means for specifying an inquiry type based on the telephone number using the correspondence type data storage means when a notification including information on the telephone number is received from the private branch exchange. The customer support system described in 1.
JP2004380252A 2004-12-28 2004-12-28 Customer support support method and customer support support system Expired - Fee Related JP4408260B2 (en)

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JP2016006615A (en) * 2014-06-20 2016-01-14 日本電信電話株式会社 Animal related information processing system and animal related information processing method
US9888121B1 (en) * 2016-12-13 2018-02-06 Afiniti Europe Technologies Limited Techniques for behavioral pairing model evaluation in a contact center system
US10389879B2 (en) 2017-05-19 2019-08-20 Avaya Inc. Real-time speech feed to agent greeting

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