JP4468327B2 - Supervisor support method for call center system - Google Patents

Description

  The present invention stores a line control device that performs line control according to incoming calls and exchanges calls to an appropriate corresponding terminal, a device management system that manages the operation of the line control device, and an operation history of the line control device. The present invention relates to a supervisory support method by a computer in a call center system having a history database.

  To respond to inquiries and orders from consumers, a company that establishes and operates or outsources a telephone support system such as a so-called call center that arranges a large number of operators and receives and answers through various communication terminals such as telephones and personal computers. is increasing. This telephone compatible system is being automated by a computer system called a CTI (Computer Telephony Integration) system. A supervisor who manages and operates a call center as described above needs to perform various tasks on a daily basis, such as assigning personnel according to the service contents that the call center should maintain and educating them to increase motivation. is there.

  Therefore, the CTI system automatically provides the supervisor with a graph of the call status value and the history information such as how much time each operator spends per call and the total number of calls. Technology has been proposed. Certainly, this technology allowed supervisors to understand the current status of call centers.

  However, it does not provide an analysis of the current situation compared to the service content that the call center should achieve and maintain, and it is only provided to the supervisor in a unified manner. In other words, although data for recognizing the current situation is provided, advice and instructions to the operator or the like have to be made one after another by the supervisor, taking into account the current situation and making decisions based on experience.

  If the size of the call center is large in terms of the number of operators and facilities, the burden on the supervisor who gives the instructions and advice becomes very large. In addition, since the quality of the processing that is a burden often depends on the supervisor's individual ability, the transfer or change of the supervisor may be an obstacle to efficiently operating the call center while maintaining a certain quality.

  Accordingly, the present invention has been made paying attention to such conventional problems, and an object thereof is to provide a supervisor business support method and system that achieves good management efficiency in a call center.

The supervisor business support method of the present invention that achieves the above object includes a line control device that performs line control in response to incoming calls and exchanges calls to an appropriate corresponding terminal, a device management system that manages the operation of the line control device, and A supervisory support method for a supervisor business by a computer in a call center system comprising a history database storing an operation history of a line control device, wherein the computer stores the operation history information stored in the history database at an appropriate timing. Based on the acquired operation history information, a step of calculating a response status to the current incoming call according to the number of incoming calls being handled among incoming calls, and the calculated response status are predetermined. compared to the quality of service, if the corresponding status is consistent with the quality of service subsequent If the response status does not match the quality of the service, a difference between the response status and the quality of the service is identified, and a processing program corresponding to the difference is set for the difference. In response to the step of selecting a corresponding processing program against a specified target table and the determination that the response status is lower than the quality of the service based on the comparison, the processing program specified by the selection is executed. , Extracting from the message table instruction information to the effect that the interval corresponding to incoming calls should be shortened, and notifying the corresponding terminal of the instruction information, and determining by the comparison that the response status exceeds the quality of the service Depending on the message table, the processing program specified by the selection is executed, and the instruction information indicating that the interval corresponding to the incoming call should be extended is displayed in the message table. Extracted, and executes the step of notifying it to the corresponding terminal.

  In addition, the problems disclosed by the present application and the solutions thereof will be clarified by the embodiments of the present invention and the drawings.

  According to the present invention, it is possible to achieve good management efficiency in a call center.

At least the following will be clarified by the description of the present specification.
In the supervisor business support method, the service quality may be determined in accordance with a ratio of the number of incoming calls that are being handled to the current number of incoming calls.

  Further, in the supervisor business support method, the step of displaying the instruction information on a display device may display a ratio of the number of incoming calls being handled to the current number of incoming calls in a graph.

In the supervisor business support method, the step of notifying the instruction terminal of the instruction information may display a waiting number on the supervisor terminal among the current number of incoming calls.

In the supervisor business support method, in the step of notifying the instruction terminal of the instruction information, the instruction instruction information is displayed on the operator terminal as a corresponding instruction comment that is changed stepwise according to the increase or decrease in the number of incoming calls. It may be allowed to.

It is a computer device that supports supervisor business in a call center, accesses a history database that stores the operation history of a line control device that performs line control in response to incoming calls to the call center and exchanges calls to appropriate terminals, A function unit that acquires the operation history information stored in the history database at an appropriate timing, and the current status of the incoming call according to the number of incoming calls based on the acquired operation history information The function unit for calculating the response status and the calculated response status are compared with a predetermined service quality, and if the response status matches the quality of the service, the subsequent processing is terminated, and the response status is determined. Is not consistent with the quality of the service, the difference between the response status and the quality of the service is identified, and the difference is A function unit that selects a corresponding processing program by checking with a specified target table in which a corresponding processing program is set, and specified by the selection based on a determination that the response status by the comparison is lower than the quality of the service The processing section is executed, the instruction information indicating that the interval corresponding to incoming calls should be shortened is extracted from the message table, and this is notified to the corresponding terminal, and the response status by the comparison is the quality of the service A function of executing the processing program specified by the selection in response to the determination that it exceeds the limit, extracting instruction information to the effect that the interval corresponding to incoming calls should be extended, and notifying the corresponding terminal of the instruction information And a call center management system comprising a department.
In the call center management system, the quality of service may be determined according to a ratio of the number of incoming calls that is currently being handled to the current number of incoming calls.
In the call center management system, the function unit that notifies the corresponding terminal of the instruction information may display a ratio of the number of incoming calls being handled to the current incoming number in a graph on the corresponding terminal. .

In the call center management system, the functional unit that notifies the corresponding terminal of the instruction information may display a waiting number on the supervisor terminal among the current number of incoming calls.

In the call center management system, the function unit that notifies the instruction terminal of the instruction information displays, on the operator terminal, the instruction instruction information that is changed stepwise as the instruction information increases or decreases in response to the number of incoming calls. It is good also as what is made to do.

  Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a diagram showing an outline of a call center system 100 including a call center management system 10 in the present embodiment, and FIG. 2 is a functional block diagram corresponding to the call center system 100 of FIG. The call center is composed of a call center system 100, and as a whole, includes a facility for performing various telephone related operations by making full use of CTI (Computer Telephony Integration) technology. The call center system 100 may be built by a company, but since it requires unique business know-how such as a large initial investment and response, many specialists provide it as an outsourcing service.

  As general operations handled by the call center system 100, order processing from customers, response to inquiries, and the like can be considered. It is assumed that the operator directly responds to this inquiry or the like via an operator terminal 104 in which the telephone 105 and the personal computer 106 are integrated, and the automatic answering system 109 also has an unattended function for receiving a call at night or the like. . Examples of management forms are divided into inbound work for receiving incoming calls and outbound work for making outgoing calls. In the present embodiment, description will be given mainly focusing on inbound work. Of course, the scope of application of the present invention is not limited to this form, and can be applied to various other forms of operation.

  In the inbound business, the caller's number notification service by the service provider of the public line network 200 is used to display the information of the customer who made the call on the display of the corresponding operator terminal 104 before answering the call. , And promptly respond to each customer. In addition, for inquiries about contents that cannot be handled by the operator, the transfer system 110 transfers the call to the supervisor terminal 105. Note that “corresponding terminal” in the present invention includes the operator terminal 104 and the supervisor terminal 107 in this embodiment.

  A general system configuration of the call center system 100 includes a private branch exchange PBX 101, a PBX management system 102, an exchange information database 103, an operator terminal 104 for each operator, an extension telephone network (not shown), and a supervisor terminal 107. Etc. In addition, an automatic response device 109 as an IVR, a telephone transfer system 110, and the like are also provided. In this embodiment, in addition to this general system configuration, a call center management system 10 and a statistical information database 15 are provided.

  The PBX 101 is a private branch exchange, and refers to a private telephone exchange installed on the premises of a company or the like in order to distinguish it from a telephone exchange provided in a public line network. Also called PABX (Private Automatic Branch Exchange). When there is an incoming call from a customer, the PBX 101 that receives the call exchanges a telephone with an appropriate operator terminal 104 according to the management of the PBX management system 102. In the functional block diagram of FIG. 2, the PBX 101 is a line control device, and the PBX management system 102 is a line control management system.

  The PBX management system (line control management system) 102 is a system that can also function as a CTI server, and includes a program for controlling the PBX 101 by software. Based on this program, various commands such as a telephone exchange command are transmitted to the PBX 101 to realize control of the PBX 101. In addition, in cooperation with the automatic response system 109 and the transfer system 110, the automatic response voice reproduction processing and the telephone transfer processing to the supervisor terminal 107 are realized in response to the situation such as the absence of the operator. History information of control performed on the PBX 101 by the PBX management system 102 is stored in the exchange information database 103. Alternatively, the history information is transferred to the call center management system (control information management system in FIG. 2) 10 and stored in the database 13 via the database management system 12 (see FIG. 2).

  The incoming call exchanged from the outside line by the PBX 101 is exchanged to the operator terminal 104 in accordance with an instruction from the PBX management system 102. The operator terminal 104 is a general operator terminal 104 that includes a telephone 105 that receives the exchanged telephone and a personal computer 106 that displays customer information corresponding to the telephone. The state of the operator terminal 104 is always monitored by the PBX management system 102.

  Referring to control history information stored in the exchange information database (or database 13) 103, a function for notifying the operator terminal 104 of appropriate instructions and advice after comparison with a preset target value is developed. It is the call center management system 10 (control information management system in FIG. 2). As the call center management system 10, it can be assumed that a server computer is applied. The call center management system 10 acquires setting information (target value) of the setting management system 11 set through the setting management tool 108 of the supervisor terminal 107 and compares it with the control history information. State transition information and call center system 100 operation information are stored in the database 13 or the statistical information database 15 via the database management system 12.

  The supervisor terminal 107 receives information related to the state of the operator terminal 104 and the entire call center system 100 presented from the call center management system 10, advice generated in accordance therewith, and the like. The device is composed of a telephone and a personal computer as in the case of the operator terminal 104. Further, as shown in FIG. 2, the setting management tool 108 is provided, and the quality required for the call center can be set as a target value for the call center management system 10 (or the setting management system 11). .

  Note that the present invention is also applicable to a call center system that employs an exchange other than the PBX 101. Further, the present invention is applicable not only to a system configuration in which the PBX management system 102 and the call center management system 10 are separately provided, but also to a system configuration in which both are integrated. Furthermore, a system that operates a database in which the exchange information database 103 and the statistical information database 15 are integrated may be employed. The PBX 101 may have the functions of the PBX management system 102 and the call center management system 10. Of course, it is possible to respond not only to telephone support but also to situations where customers are handled via the Web, chat, or email.

  FIG. 3 is a diagram showing the operation contents of the entire call center system of this embodiment, and FIG. 4 is a diagram showing the processing contents of the call center management system in this embodiment. An outline of the contents of processing performed by the call center system 100 described above for incoming calls from customers will be described. Suppose a customer calls a call center. This telephone call enters the PBX 101 and is exchanged for an appropriate operator terminal 104 under the control of the PBX management system 102. At the operator terminal 104, the operator in charge handles the call. On the other hand, information exchanged from the PBX 101 to the operator terminal 104 is registered in the exchange information database 103 by the PBX management system 102 as an exchange history. The information on the exchange history is referred to from the call center management system 10.

  The call center management system 10 performs a process 401 with reference to the exchange history registered in the exchange information database 103, and executes a calculation process 402 of a management index (current response situation) indicating a situation where the current call center is placed. Then, based on the result of the comparison process 403 between the management index and the target value, a process 404 for creating an instruction content for at least one of the PBX 101, the PBX management system 102, the operator terminal 104, and the supervisor terminal 107 is executed. The contents of this instruction are subjected to transmission processing 405 and 406 to the corresponding terminal or PBX management system 102. Details of this processing flow will be described below.

  FIG. 5 is a flowchart showing the processing flow of the call center system including the call center management system of this embodiment. If a call from a customer enters the PBX 101 (step 501), the PBX 101 detects a change in the call status. At the time of this incoming call, the PBX management system 102 determines the corresponding operator terminal 104 considering the call status of the operator terminal 104 in accordance with the program provided, and returns an instruction to the operator terminal 104 to perform telephone exchange processing to the PBX 101 (step) 502).

  The PBX 101 executes telephone exchange according to an instruction from the PBX management system 102 and connects the incoming call to the operator terminal 104. At the operator terminal 104, the operator in charge speaks and responds to the customer and responds appropriately to the request. The processing status at the operator terminal 104 is monitored by the PBX management system 102 and stored in the exchange information database 103 as call processing information (exchange information) (step 504).

  FIG. 6 is a diagram showing an example of the data structure of the call processing information in this embodiment, and FIG. 7 is a diagram showing an example of the data structure of the exchange information database in this embodiment. The call processing information 600 includes a power reception time 601 and a PBX incoming terminal number 602 that are times when a call from a customer has entered the PBX 101, and a state change time 603 that records the time when the response status to the incoming call related to the call processing information has changed. , The connection destination 604 indicating the number of the operator terminal 104 or the supervisor terminal 107 to which the incoming call is connected, the state 605 after power reception at the connection destination such as busy, history, hold, and the end time 606 when the response is finished Yes.

  The call processing information 600 is stored and managed in the exchange information database 103 in time series, for example. In the data structure 700 (call history) of the exchange information database 103 shown in FIG. 7, each call processing information is enumerated in time series, and the total call time, received call, outgoing call, ring, transfer, waiting for incoming call, investigation / input, The time required for each element such as leaving a seat is counted. The call processing information (operation history information) stored in the exchange information database (history database) 103 is transmitted from the exchange information database 103 to the call center management system 10 at an appropriate timing or upon request (step 505). .

  The call center management system 10 receives this and registers it in an appropriate storage means (step 506). Next, the call center management system 10 calculates the current response status to incoming calls based on the acquired call processing information. In this calculation process, first, from the incoming call ID included in the call processing information acquired from the exchange information database 103 and the data of the incoming call time, the incoming incoming call ID is extracted and the current incoming call number is calculated. Then, the “state after receiving power” (call status information) in the operator terminal 104 or the supervisor terminal 107 for each incoming call ID included in the call processing information is collated with the incoming call ID that is currently received, and currently being handled. The corresponding number of incoming calls is calculated. Finally, the ratio of the number of current incoming calls to the number of current incoming calls or the number of incoming incoming calls is set as a management index (current response status).

  The call center management system 10 that has calculated the management index performs a process of comparing the calculated management index with a target value registered in advance for the status of correspondence to incoming calls (step 507). The target value is a measure of service quality to be achieved for each call center or for each section of the call center. For example, “The ratio of the number of incoming calls to the total number of incoming calls is 60% on weekdays and 70% on weekends”, “The number of incoming calls waiting to be handled is within 20 in the Tokyo area and in the Okinawa area. The target value corresponding to the service quality such as “within 5” is set.

  As a result of the comparison, if the management index matches the target value (step 508), the process ends as there is no problem in the management status of the call center system 100 (step 509). On the other hand, if it is determined that the management index is higher than the target value, that is, that excessive service is being performed (step 510), the difference between the management index and the target value is calculated (step 511). .

  If the difference is calculated, a process corresponding to the difference is selected (step 512). FIG. 8 is a diagram showing an example of a prescribed target table in the present embodiment. In this table 800, the processing content corresponding to the calculated calculation value 801 of the difference is set as a processing program 802. Here, since the management index exceeds the target value, a processing program having a difference value of + 30% to + 10% is selected.

  The call center management system 10 that has selected an appropriate processing program extracts instruction information indicating that the interval corresponding to incoming calls should be extended from the appropriate message table for the current situation of excessive service, and this is extracted from the operator terminal 104 or the supervisor. The terminal 107 is notified (steps 513, 514, 515). In addition, the PBX 101 management system 102 or the PBX 101 is transmitted with instruction information or parameter change information for an algorithm for performing line control to the effect that the interval corresponding to the incoming call should be extended.

  On the other hand, if it is determined in the comparison that the management index is below the target value, that is, if the service quality is insufficient, the difference is calculated in the same manner as above (step 516), and an appropriate presentation process ( Step 517) and processing program selection processing by collation with the prescribed target table 800 are performed. Here, since the management index is below the target value, a processing program having a difference numerical value of −5% to −15% is selected.

  The call center management system 10 having selected an appropriate processing program extracts instruction information indicating that the interval corresponding to incoming calls should be shortened from the appropriate message table in response to the current service shortage, and this is extracted from the operator terminal 104 or the supervisor. The terminal 107 is notified. Alternatively, the PBX 101 management system 102 or the PBX 101 transmits instruction information or parameter change information of an algorithm for performing line control to the effect that the interval corresponding to incoming calls should be shortened (step 518). In response to this, the PBX management system 102 executes control of the PBX 101 (step 519) and manages the exchange processing (step 520) in the PBX 101.

  9 is a diagram showing an example of a screen for presenting instruction information for an operator in the present embodiment, FIG. 10 is a diagram showing an example of a screen for presenting instruction information for a supervisor in the present embodiment, and FIG. 11 is a manager in the present embodiment. It is a figure which shows the example of a presentation screen of direction instruction information. The instruction information presented to the operator terminal 104 or the supervisor terminal 107 is preferably changed in attribute according to the degree of difference between the management index and the target value. As a target for attribute change, at least one of text, numerical value, symbol, and image included in the instruction information, or a combination thereof can be assumed.

  Each of the screen examples shown in FIG. 9, FIG. 10, and FIG. 11 shows that the screen changes according to the situation where the number of waiting for incoming calls increases from the top. For example, in the presentation screen 900 displayed on the operator terminal 104, an instruction bar 901 that indicates the ratio of the number of incoming calls 902 that corresponds to the total number of incoming calls 903, a facial expression image 904 that symbolizes the customer's feelings according to this situation, and A response instruction comment 905 is shown. As the number of incoming calls waiting for response increases, the display of the instruction bar also changes, and the facial expression image 904 also becomes steep from image 914 to image 924. Corresponding instruction comment 905 is also set so as to show changes such as “corresponding text!” And “call back!”.

  Such a presentation form is the same as that on the presentation screen 1000 in the supervisor terminal 107, but for example, correspondence waiting numbers 1006, 1016, and 1026 that display the actual number of incoming calls waiting for correspondence may be added to the configuration. For managers in charge of managing a plurality of call centers, as shown in FIG. 11, the instruction bar 1101 is composed of a total instruction bar 1102 in which a plurality of call centers are integrated, and instruction bars 1103 to 1105 for each area. Will be. As a result, the manager can quickly and clearly recognize the operation status of the call center in charge, and can also issue an instruction to present instruction information corresponding to the situation to the supervisor terminal 107.

  As described above, instruction information corresponding to the current state of the call center system 100 is not only issued to the corresponding operator terminal 104, supervisor terminal 107, PBX 101, and PBX management system 102, but for example, the call center system stored in the statistical information database 15 By referring to the operation information of 100, PBX 101, or PBX management system 102, it is possible to predict the load of the call center system 100 according to attributes such as time, day of the week, month, day, and season. Based on this prediction, it is possible to generate an instruction in advance to achieve the target value and notify the operator terminal 104, the supervisor terminal 107, the PBX 101, the PBX management system 102, or the like.

According to the embodiment of the present invention, the following effects can be obtained.
The service contents that the call center should achieve and maintain as well as automatically provide the supervisor with call status values and history information such as how much time each operator spends per call and the total number of calls. It is possible to provide an analysis of the current situation in comparison with. In addition, since it is possible to automatically process instructions and advice to be given to operators according to this analysis of the current situation, even in situations where the size of the call center is large in terms of the number of operators and facilities The burden on the supervisor can be reduced. Further, since the information provision and instructions / advice to the operator are executed by the computer, the contents and quality thereof are constant even if the supervisor is changed or changed. In other words, it is possible to efficiently operate the call center while maintaining a certain quality.

  As mentioned above, although embodiment of this invention was described concretely based on the embodiment, it is not limited to this and can be variously changed in the range which does not deviate from the summary.

It is a figure which shows the call center system outline | summary containing the call center management system in this embodiment. It is a functional block diagram corresponding to the call center system of FIG. It is a figure which shows the operation | movement content of the whole call center system of this embodiment. It is a figure which shows the processing content of the call center management system in this embodiment. It is a flowchart which shows the processing flow of the call center system containing the call center management system of this embodiment. It is a figure which shows the example of a data structure of the telephone call processing information in this embodiment. It is a figure which shows the example of a data structure of the exchange information database in this embodiment. It is a figure which shows the prescription | regulation target table example in this embodiment. It is a figure which shows the example of a presentation screen of the instruction information for operators in this embodiment. It is a figure which shows the example of a presentation screen of the instruction information for supervisors in this embodiment. It is a figure which shows the example of a presentation screen of the instruction information for managers in this embodiment.

Explanation of symbols

10 Call Center Management System, Computer, Control Information Management System 11 Setting Management System 12 Database Management System 13 Database 15 Statistical Information Database 100 Call Center System 101 PBX, Line Control Device 102 PBX Management System, Line Control Management System 103 Exchange Information Database, History Database 104 operator terminal, corresponding terminal 105 telephone (of operator terminal) 106 computer (of operator terminal) 107 supervisor terminal 108 setting management tool 109 automatic response system 110 transfer system 200 communication line, public line network

Claims (10)

A line control device that performs line control in response to incoming calls and exchanges calls to appropriate terminals, a device management system that manages the operation of the line control device, and a history database that stores the operation history of the line control device A support method for supervisor work by a computer in a call center system comprising:
The computer is
Obtaining operation history information stored in the history database at an appropriate timing;
Based on the acquired operation history information, the step of calculating the current status of the incoming call according to the number of incoming calls among the incoming calls,
The calculated response status is compared with a predetermined service quality. If the response status matches the quality of the service, the subsequent processing is terminated, and the response status matches the quality of the service. If not, identifying a difference between the response status and the quality of the service, comparing the difference against a specified target table in which a processing program corresponding to the difference is set, and selecting a corresponding processing program; ,
In response to the determination that the response status is lower than the quality of the service based on the comparison, the processing program specified by the selection is executed, and instruction information indicating that the interval corresponding to incoming calls should be shortened is a message table. Extracting more and notifying the corresponding terminal of this,
In response to the determination that the response status exceeds the quality of the service based on the comparison, the processing program specified by the selection is executed, and instruction information indicating that the interval corresponding to incoming calls should be extended is a message table. Extracting more and notifying the corresponding terminal of this ,
Supervisor support method characterized by executing The supervisor business support method according to claim 1,
The supervisor service support method according to claim 1, wherein the service quality is determined in accordance with a ratio of the number of incoming calls to the current number of incoming calls. The supervisor business support method according to claim 2,
The step of notifying the corresponding terminal of the instruction information displays a ratio of the number of incoming calls being handled to the current incoming number on the corresponding terminal in a graph form. The supervisor business support method according to any one of claims 1 to 3,
The step of notifying the corresponding terminal of the instruction information includes displaying a waiting number on the supervisor terminal among the current number of incoming calls. In the step of notifying the corresponding terminal of the instruction information, as the instruction information, a corresponding instruction comment that is changed stepwise according to increase / decrease in the number of incoming calls being handled is displayed on an operator terminal. Item 5. The supervisor business support method according to any one of Items 1 to 4 . A computer device for supporting a supervisor business in a call center,
Accessing the history database storing the operation history of the line control device that performs line control in response to incoming calls to the call center and exchanging calls to an appropriate corresponding terminal, and appropriately stores the operation history information stored in the history database. A functional part to be acquired at the timing;
Based on the acquired operation history information, among the incoming calls, a functional unit that calculates the current incoming call status according to the number of incoming calls that are supported,
The calculated response status is compared with a predetermined service quality. If the response status matches the quality of the service, the subsequent processing is terminated, and the response status matches the quality of the service. If not, a functional unit that identifies a difference between the response status and the quality of the service, and compares the difference with a specified target table in which a processing program corresponding to the difference is set, and selects a corresponding processing program When,
The processing program specified by the selection is executed in response to the determination that the response status by the comparison is lower than the quality of the service, and instruction information indicating that the interval corresponding to incoming calls should be shortened is extracted from the message table And a function unit for notifying this to the corresponding terminal,
Execute the processing program specified by the selection in response to the determination that the response status by the comparison exceeds the quality of the service, and extract instruction information indicating that the interval corresponding to incoming calls should be extended from the message table And a function unit for notifying this to the corresponding terminal ,
A call center management system comprising: In the call center management system according to claim 6 ,
The call center management system according to claim 1, wherein the service quality is determined according to a ratio of the number of incoming calls to the current number of incoming calls. In the call center management system according to claim 7 ,
The function part which notifies the said instruction information to a corresponding | compatible terminal displays the ratio with respect to the said current number of incoming calls of the said number of incoming calls currently corresponding | compatible on a corresponding | compatible terminal in a call center management system characterized by the above-mentioned. In the call center management system according to any one of claims 6 to 8 ,
The call center management system, wherein the function unit that notifies the instruction information to the corresponding terminal displays a waiting number on the supervisor terminal among the current number of incoming calls. In the call center management system according to any one of claims 6 to 9 ,
The function unit that notifies the corresponding terminal of the instruction information is configured to display, on the operator terminal, a corresponding instruction comment that is changed stepwise as the instruction information is increased or decreased. A featured call center management system.

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