JP4628997B2 - Call center system, call center management method, call center management program - Google Patents

Description

  The present invention relates to a call center system, a call center management method, and a call center management program.

  Today, many companies have set up a telephone reception counter center (hereinafter referred to as a call center) as a window for receiving inquiries and complaints from customers all at once. In this call center, in response to various inquiries, the optimum service is selected and provided for each customer based on individual information such as contract information.

  Call center operations start by identifying the customer who made the call and verifying the individual information. However, in a method of collating with the customer and obtaining a keyword such as a contract number and verifying the individual information, This is a burden for customers who want to receive service immediately and call center operators. In order to reduce this load, a system that automatically identifies customers and individual information by collating the caller's phone number of the customer's call with the customer's phone number registered at the time of the contract is established. It is common.

  In addition, inquiries from customers often occur multiple times. Each time, it is normal to work to connect the incoming call to the operator in charge (hereinafter referred to as the last operator), but this mechanism is also automatically performed by the caller of the incoming customer's call. The system associates telephone number and last operator data and searches for that data when a call is received from a customer to identify the last operator.

For call center systems, for example, a line control device that performs line control according to incoming calls and exchanges calls to appropriate terminals under the problem of providing a supervisor business support method that achieves good management efficiency in the call center And a supervisor business support method by a computer in a call center system comprising: a device management system that manages the operation of the line control device; and a history database that stores an operation history of the line control device, wherein the computer A step of acquiring operation history information stored in the history database at an appropriate timing, a step of calculating a response status to the current incoming call based on the acquired operation history information, and the calculated current response status; Compare with the target value set in advance for the status of response to incoming calls And when the current correspondence situation is determined to be below the target value by the comparison, 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. Step and, when it is determined by the comparison that the current correspondence status exceeds the target value, the instruction information indicating that the interval corresponding to the incoming call should be extended is extracted from the message table, and this is notified to the correspondence terminal A supervisor business support method (Patent Document 1) characterized by including:
JP 2004-23175 A

  In recent years, while there is a growing tendency to protect personal information, there are an increasing number of customers who do not notify the caller phone number when making a call, so the automatic identification rate of customers based on the caller phone number Last operator identification rate is getting lower. As a result, it is necessary to collate individual information and the last operator through conversation with the customer. In the method of automatically identifying the customer individual information and the last operator using only the caller telephone number, the customer and the last operator are identified. The operator's load cannot be reduced.

  In addition, in the busy season of call centers, even urgent calls are often not connected. This is because, in a general telephone exchange, even if there is an urgency in the contents of a telephone, it cannot be distinguished from a normal call and is treated as the same waiting call. Therefore, if all the operators are busy at that time, the call becomes an overflow call and the urgent call from the customer is not connected.

  For this reason, there has been a demand for a technology for increasing the automatic identification rate of customer individual information and the last operator, reducing the load on the customer and the operator, and preferentially receiving a call due to the urgency of the contents of the telephone.

  Accordingly, the present invention has been made in view of the above-described problems, and mainly provides a call center system, a call center management method, and a call center management program that enable priority call processing according to content and efficiency improvement of customers and last operators. Objective.

The call center system of the present invention that solves the above problems is a call center system that manages the connection between a telephone of a customer who makes an inquiry and an operator terminal, and corresponds to the customer information including the customer ID and the telephone number of the customer From the customer information database stored in advance, and the customer's telephone that has been read and acquired in preparation for a call from the customer card equipped with an IC tag that stores at least the customer ID. Receiving the customer ID transmitted along with the call of the telephone and storing it in the memory; reading the customer ID from the memory; and searching the customer information database by the customer ID A customer recognition unit that identifies the customer who made the call and a telephone number thereof, and customer information of the identified customer. Extracted from the scan, and outputs it to the operator terminal, and the customer information output unit, and a connection processing unit which executes a call connection process between the telephone and the operator terminal identified the customer and the telephone number, termination of the call connection Sometimes, from the corresponding operator terminal, the emergency level registration unit that receives the designation of the level of urgency related to the customer's inquiry and stores it in the memory, and reads out the information related to the level of urgency from the memory, An IC tag writing instruction for writing to the IC tag provided , and a writing instruction unit for notifying the telephone corresponding to the customer ID of the caller .

Further, in the call center system, for an inquiry that requires subsequent response from the operator terminal, the customer ID of the caller who made the inquiry is designated, and the operation terminal of the last operator as information on the operator terminal A last operator registration unit that receives information and stores the operation terminal information of the last operator in a memory in association with the customer ID, and the write instruction unit stores the customer ID and the operation of the last operator from the memory. It reads the terminal information, and generates an IC tag write instruction including these information, which is intended to notify the telephone corresponding to the customer ID of the calling Komoto, the ID acquisition unit, a customer ID The customer ID is read from the customer card equipped with the IC tag storing the IC tag writing instruction information and in preparation for the call. Receiving the customer ID and the information of the IC tag writing instruction transmitted along with the calling of the telephone from the customer's telephone acquired, and storing it in a memory, A customer recognizing unit for reading out information on the IC tag writing instruction from the memory, and identifying a last operator's operation terminal based on the information on the IC tag writing instruction; And call connection processing with the operation terminal of the identified last operator.

Further, in the above call center system, said ID acquisition unit, from customer cards with IC tag that stores the customer ID the IC tag write instruction information, by reading the customer ID provided to the calling Receiving the customer ID and the information of the IC tag writing instruction transmitted along with the call of the telephone from the acquired customer's telephone, and storing it in a memory; The urgent level information of the inquiry is extracted from the information of the IC tag writing instruction in the memory, the query having the urgency level equal to or higher than a predetermined threshold is specified, and the issue corresponding to the specified query is identified. Call information is stored in a priority call waiting queue provided in a memory, and other urgent call information is stored in a normal waiting queue provided in a memory. In The priority call waiting queue is referred to, the call information stored here is read, and the call connection process between the customer's telephone and the operator terminal corresponding to the call information is executed. Good.

  In the call center system, the ID acquisition unit receives the customer ID via the Internet connected to the communication interface of the telephone, or stores the call ID information via a public line network connected to the telephone. The customer ID included may be received.

Further, the call center management method of the present invention comprises a customer information database in which a customer ID and customer information including the customer's telephone number are stored in advance in association with each other, and a customer's telephone and operator terminal for making an inquiry The computer that manages the connection to the customer's phone from the customer's telephone that has been acquired by reading the customer ID in preparation for a call from the customer card having an IC tag that stores at least the customer ID. The customer ID transmitted along with the call is received, stored in the memory, the customer ID is read from the memory, the customer information database is searched by the customer ID, and the call is made. The customer and its telephone number are identified, customer information of the identified customer is extracted from the customer information database, and this is output to an operator terminal. Run the call connection process between the telephone and the operator terminal that identify the telephone number, at the end of the call connection, from the relevant operator terminal, stored in the memory accepts a designation of urgency relating to the customer inquiries, the memory Reads information about the degree of urgency, generates an IC tag write instruction to write the information on the IC tag of the customer card of the customer, and notifies the telephone corresponding to the caller customer ID to, characterized in that.

Further, the call center management program of the present invention includes a customer information database in which a customer ID and customer information including the customer's telephone number are stored in advance in association with each other, and a customer's telephone and operator terminal for making an inquiry From the customer's telephone that is obtained by reading the customer ID in preparation for a call from a customer card equipped with an IC tag that stores at least the customer ID in the computer that manages the connection with Receiving the customer ID transmitted with the call and storing it in a memory; reading the customer ID from the memory; performing a search of the customer information database by the customer ID; A step of identifying the customer who made the call and its telephone number, and extracting customer information of the identified customer from the customer information database, And outputting the regulator terminals, and performing a call connection process between the customer and the telephone and the operator terminal that identify the telephone number, at the end of the call connection, from the relevant operator terminal, emergency relating to the customer inquiries Receiving the designation of the degree and storing it in the memory, reading out information on the urgency from the memory, and generating an IC tag writing instruction to write the information on the IC tag of the customer card of the customer, And notifying the telephone set corresponding to the customer ID of the caller .

  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 improve the specific efficiency of customers and last operators and to perform priority incoming call processing depending on the contents.

--- System configuration ---
Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a network configuration diagram including a call center system 100 of the present embodiment. The call center system 100 (hereinafter, system 100) is a system that manages the connection between a telephone 200 of a customer who makes an inquiry and an operator terminal 165. As such a network configuration, for example, as shown in FIG. 1, a situation in which a customer's telephone 200, a network 140 such as the Internet or a public network, the call center system 100, and an operator terminal 165 can be assumed.

  In the present embodiment, an example is shown in which the call center system 100 is realized by the cooperation of the PBX 150 that is an automatic exchange, the IVR 155 that is an automatic answering device, the telephone device 160 for an operator, and the center server 170. Therefore, the functional units included in the call center system 100 of the present invention are appropriately distributed to the PBX 150, the IVR 155, the telephone device 160, and the center server 170, and each processing result is exchanged with respect to the network in the call center. Shall. Of course, since the present embodiment is an example, for example, only the center server 170 may include all the functional units that the call center system 100 of the present invention should have, and the center server 170 may execute the call center management method.

  For example, if the system 100 is function-integrated in the center server 170, for example, the center server 170 is a program database such as a rewritable memory in order to realize the function of executing the call center management method of the present invention. A program 102 is provided in 101, and the program 102 is read into the memory 103 and executed by the CPU 104 which is an arithmetic device. In addition, the system 100 exchanges data with an input interface 105 such as various buttons, an output interface 106 such as a display, and external devices such as a customer's telephone 200 and an operator terminal 165, and connection of a telephone line. It has a communication device 107 and the like. It is assumed that the communication device 107 has functions such as the PBX 150 and IVR 155. The system 100 uses the communication device 107 to connect to external devices such as the customer's telephone 200 and the operator terminal 165 via various networks 140 such as the Internet and the public line network, and performs data transfer and call line connection processing. To do. Between the various function units of the system 100 and the communication device 107, the I / O unit 108 executes data buffering and various mediation processes.

  Subsequently, functional units that are configured and held by the system 100 based on the program 102 will be described. It is assumed that the system 100 can use a customer information database 125 that stores in advance a customer ID and customer information including the customer's telephone number in association with each other.

  Such a system 100 reads the customer ID from the customer's telephone 200 having the IC tag 15 storing at least the customer ID, and obtains the customer ID from the customer's telephone 200 in preparation for a call. An ID acquisition unit 110 that receives the customer ID transmitted along with the call and stores the customer ID in the memory 103 is provided.

  Further, the system 100 reads a customer ID from the memory 103, executes a search of the customer information database 125 based on the customer ID, and identifies the customer who made the call and its telephone number, a customer recognition unit 111 Is provided.

  The system 100 further includes a customer information output unit 112 that extracts the customer information of the identified customer from the customer information database 125 and outputs it to the operator terminal 165.

  In addition, the system 100 includes a connection processing unit 113 that executes a call connection process between the operator 200 and the telephone 200 that specifies the customer and the telephone number.

  In addition, the system 100 designates the customer ID of the caller who made the inquiry, and the last operator as the information of the operator terminal 165, from the operator terminal 165, for the inquiry that needs to be continued. It is preferable to provide a last operator registration unit 114 that receives operation terminal information and stores the operation terminal information of the last operator in the memory 103 in association with the customer ID.

  In addition, the system 100 reads the customer ID and the last operator's operation terminal information from the memory 103, generates an IC tag write instruction including these information, and corresponds this to the customer ID of the caller It is preferable to provide a writing instruction unit 115 that notifies the telephone 200 to be notified.

  The ID acquisition unit 110 of the system 100 receives the customer ID and the customer ID from the customer card 10 having the IC tag 15 storing the IC tag writing instruction information. The customer ID and the IC tag write instruction information transmitted in response to the call of the telephone 200 are received from the customer telephone 200 read and acquired, and stored in the memory 103. There may be. In this case, the customer recognizing unit 111 reads the IC tag writing instruction information from the memory 103, and specifies the operation terminal of the last operator from the IC tag writing instruction information. In addition, the connection processing unit 113 executes a call connection process between the customer's telephone 200 and the identified last operator's operation terminal 165.

  Further, the system 100 accepts, from the operator terminal 165, the designation of the customer ID of the caller who made the inquiry and the urgency information of the inquiry for the inquiry that needs to be continued thereafter. The emergency level registration unit 116 that stores the emergency level information in the memory 103 in association with the customer ID may be provided.

  Further, the write instruction unit 115 of the system 100 reads the customer ID and the urgency information from the memory 103, generates an IC tag write instruction including these information, and generates the IC tag write instruction including the information. It is assumed that the telephone set 200 corresponding to the ID is notified. In this case, the ID acquisition unit 110 reads and acquires the customer ID in preparation for a call from the customer card 10 including the IC tag 15 that stores the customer ID and the IC tag writing instruction information. The customer ID and the IC tag writing instruction information transmitted in response to the call of the telephone 200 are received from the customer's telephone 200 and stored in the memory 103. In addition, the customer recognition unit 111 extracts inquiry urgency level information from the IC tag write instruction information in the memory 103, specifies an inquiry in which the urgency level is equal to or greater than a predetermined threshold, and specifies it here The call information corresponding to the received inquiry is stored in the priority call waiting queue provided in the memory 103, and the other emergency call information is stored in the normal wait queue provided in the memory 103. . Further, the connection processing unit 113 refers to the priority call waiting queue in the memory 103, reads out the call information stored therein, and the customer's telephone 200 and operator terminal corresponding to the call information. Call connection processing with 165 is executed.

  In addition, the ID acquisition unit 110 of the system 100 receives the customer ID by, for example, VoIP technology or the like via the Internet connected to the communication interface of the telephone 200, or uses the public line network connected to the telephone 200. The customer ID included in the call information may be received via the call information. Here, the VoIP technology is a technology for realizing a voice call on an IP network, and is a technology for increasing the line operating rate and lowering the communication cost by integrating the telephone network infrastructure with the data network.

  The functional units 110 to 116 in the system 100 described so far may be realized as hardware, or as a program stored in an appropriate storage device such as a memory or an HDD (Hard Disk Drive). Also good. In this case, the CPU of the system 100 reads the corresponding program from the storage device into the memory in accordance with the execution of the program and executes it.

--- Database structure ---
Next, the data structure of the customer information database 125 used by the system 100 of the present embodiment will be described. FIG. 2 is a diagram showing an example of the data structure of the customer information database 125 in this embodiment. As shown in FIG. 2, the customer information database 125 is a collection of records in which at least the last received date, the last operator number, and the urgency information are associated with each other using the customer ID as a key.

  FIG. 3 is a diagram showing an example of the data structure of IC tag storage information in the present embodiment. An IC chip 15 is attached to the customer card 10 used by the customer, and this IC chip 15 is assumed to be, for example, an RFID (Radio Frequency Identification) tag. The RFID tag includes a memory device, and information as shown in FIG. 3 is stored in a storage area of the memory device. The storage information 126 in the example shown in FIG. 3 is a collection of records in which a customer name, a telephone number, a customer address, and contract information are associated with each other using a customer ID as a key. Note that a unique number such as the customer ID in the customer card 10 is set in advance in a non-rewritable storage area in the memory device and cannot be changed. However, it is assumed that the information of the last operator, the information on the urgency level, etc. can be overwritten with new information each time the customer makes a call with the call center. Such a customer card 10 is issued for each customer at the time of a service contract with the call center system 100, for example.

--- Processing flow example ---
Hereinafter, a processing flow example of the call center management method according to the present embodiment will be described with reference to the drawings. Note that various operations corresponding to the call center management method described below are realized by programs that the system 100 reads into an appropriate memory and executes. Such a program is composed of codes for performing various operations described below. 4 to 6 are diagrams illustrating processing flow examples 1 to 3 in the call center management method of the present embodiment, respectively.

  A customer who has contracted in advance with the call center system 100 side and possesses the customer card 10 makes a call to the call center system 100 using the customer telephone 200 when making inquiries or complaints regarding products or services, for example. (S100). At this time, the call information is sent from the telephone 200 to the system 100 via the public network 140. In the system 100, the IVR 155 accepts this call via the PBX 150 as a telephone exchange, and returns a read instruction by voice so as to hold the customer card 10 over the card reader of the telephone 200 (s101).

  The voice data passes from the IVR 155 through the public network 140 via the PBX 150 and is sent to the customer's telephone 200. The customer listens to the voice using the telephone 200 and reads the customer's card 10 possessed by the customer with the card reader of the telephone 200. The telephone 200 executes a reading process for the customer card 10 by the card reader (s103). The customer telephone 200 includes a card reader for the customer card 10. The RFID information (IC tag storage information 126) read here includes at least the customer ID, and is transmitted from the telephone 200 to the system 100 side via the Internet or public line network ( s104). Here, the telephone 200 may transmit a part or all of its own telephone number to the system 100 as a caller telephone number. In this case, the customer telephone number specifying process based on the customer ID, which will be described later, becomes unnecessary.

  On the other hand, the ID acquisition unit 110 (provided with the PBX 150 in this example) of the system 100 is an RFID including at least the customer ID transmitted from the customer's telephone 200 when the telephone 200 is called. Information is received and stored in the memory 103 (s105).

  Here, the customer recognizing unit 111 (in this example, the PBX 150 is provided) extracts urgency information (for example, urgency levels “1” to “3”) from the RFID information in the memory 103, and Inquiries whose urgency level is equal to or higher than a predetermined threshold (for example, threshold “2”) are specified (s106: YES). In addition, as shown in FIG. 7, the call information corresponding to the inquiry specified here is stored in the priority call waiting queue provided in the memory 103 (s108), and other emergency call information is stored. Is stored in the normal waiting queue provided in the memory 103 (s106: No, s107).

  In addition, the connection processing unit 113 (in this case, the PBX 150 is provided) first refers to the priority call waiting queue in the memory 103, and inquires the call waiting information stored therein in the normal waiting queue inquiry. Prior to this, a call connection process between the customer's telephone 200 and the operator terminal 165 corresponding to the call information is executed (s109).

  The flow continues in FIG. Subsequently, the customer recognizing unit 111 (provided by the PBX 150 in this example) of the system 100 determines whether the processing order has arrived among the calls in the priority call waiting queue or the normal waiting queue. When the operator terminal information of the last operator can be extracted from the read RFID information of the customer (s110: YES), whether the operator terminal 165 of the last operator is in a call reception waiting state, that is, an available state, For example, it is confirmed by inquiring a processing status management database (not shown) of an operator terminal normally provided in the call center system 100. If the operator terminal 165 of the corresponding last operator is waiting for reception, the customer's telephone 200 is connected to the last operator's telephone device 160 in response to the inquiry of the corresponding customer (s113). In this connection process, the RFID information is sent from the PBX 150 to the telephone device 160.

  On the other hand, if the last operator's operation terminal information cannot be extracted from the RFID information (s110: No), the customer recognition unit 111 identifies an operator terminal 165 that can be handled in the processing status management database of the operator terminal, for example. Then, the telephone device 160 of the operator terminal 165 is connected to the customer's telephone 200 (s112). In this connection process, the RFID information is sent from the PBX 150 to the telephone device 160.

  The telephone device 160 receives the RFID information (which may include the caller telephone number) from the PBX 150 (s114) and transmits it to the center server 170 (s115). The customer recognition unit 111 of the center server 170 receives this RFID information and stores it in the memory 103. Then, the customer recognizing unit 111 reads out RFID information including a customer ID from the memory 103, executes a search of the customer information database 125 by, for example, a customer ID, and the customer who made the call and its personal information Or, a telephone number is specified (s116). The information specified here is transmitted to the operator terminal 165 by the customer information output unit 112 of the center server 170.

  On the other hand, the connection processing unit 113 of the operator terminal 165 receives the customer's personal information, telephone number information, and the like and displays them on an appropriate output interface such as a display device (s117). This makes it easier for the operator to recognize what attributes the calling customer has. In addition, the connection processing unit 113 executes a call connection process between the telephone 200 that identifies the customer and the telephone number and the operator terminal 165 (s118).

  The process flow continues in FIG. At the operator terminal 165, the call with the customer's telephone 200 continues, and the operator may determine that “the inquiry needs to be continued thereafter”. In such a case, the last operator registration unit 114 (provided with the operator terminal 165 in this example) of the system 100 issues an inquiry about an inquiry that needs to be continued from the input interface of the operator terminal 165. When the designation of the customer ID of the caller who made the matching and the operation terminal information of the last operator as information of the operator terminal 165 are received (s119: YES), the operation of the last operator in association with the customer ID The terminal information is stored in the memory 103 (s120).

  On the other hand, if no instruction is received that it is necessary to continue such a subsequent operation (s119: No), the last operator registration unit 114 receives an instruction to disconnect the call with the customer from the input interface. At this point, the line disconnection process is executed and the process ends (s121).

  In addition, the emergency level registration unit 116 (provided with the operator terminal 165 in this example) of the system 100 makes an inquiry about an inquiry instructed by the input interface that it is necessary to continue to respond thereafter. Designation of the customer ID of the calling party and the urgency information of the inquiry are accepted. If the urgency received here is, for example, a predetermined threshold value or more (s122: YES), information such as “urgency: high” is associated with the customer ID and stored in the memory 103, and sent to the customer card 10. The recording instruction process is executed (s123).

  Subsequently, the write instruction unit 115 of the system 100 (in this example, the operator terminal 165 is provided) reads out the customer ID, the last operator's operation terminal information, and the urgency information from the memory 103, An IC tag writing instruction (RFID information in the figure) including these pieces of information is generated (s124). Further, this instruction is transmitted to the telephone device 160 in order to notify the telephone set 200 corresponding to the customer ID of the caller. Upon receiving this notification from the operator terminal 165, the telephone device 160 transmits the notification to the customer's telephone 200 (s125).

  The telephone 200 receives the instruction (s126), transfers it to the card reader, and issues a write instruction to the customer card 10 (s127). The card reader writes the instruction information into the corresponding area of the storage device of the customer card 10 (s129). On the other hand, the telephone 200 notifies the operator terminal 165 (or the PBX 150 that performs the line switching) of a line disconnection instruction at the end of the call, and ends the process with the line disconnection. The operator terminal 165 receives the line disconnection and ends the process (s130).

  Thus, when a call is made at the operator terminal 165 in response to an inquiry from the customer's telephone 200, the urgency level and the last operator are registered according to the necessity of continued response, and the information is possessed by the customer. By performing the writing process on the customer card 10 to be executed, the processes in steps s119 to s130 described above and the process flow before s119 can be circulated and executed.

  As described above, according to the present embodiment, the customer simply performs operations such as holding the customer card over the telephone (having an IC tag reading function and a function for transmitting the read information to the call center system). Customer specific processing is possible. In addition, since the call center system can handle the call immediately after the second call from the same customer in the call center system, it is necessary for the customer to have a conversation to identify the customer and the business. No troublesome work is required on the operator side to send a call to the last operator. In addition, it is easier to connect to an operator more quickly than a normal phone for a phone with a high degree of urgency.

  In addition, since the call center side can perform customer recognition using information stored in the IC tag in the customer's card in addition to the caller telephone number, the customer or the last using only the caller number notification The automatic identification rate is higher than the conventional method of identifying an operator. For this reason, it is possible to greatly reduce the load of the business for identifying the customer.

  Therefore, it is possible to improve the specific efficiency of the customer and the last operator and to perform priority call processing depending on the contents.

  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 network block diagram including the call center system of this embodiment. It is a figure which shows the example of a data structure of the customer information database in this embodiment. It is a figure which shows the example of a data structure of the storage information of an IC tag in this embodiment. It is a figure which shows the process flow example 1 in the call center management method of this embodiment. It is a figure which shows the process flow example 2 in the call center management method of this embodiment. It is a figure which shows the process flow example 3 in the call center management method of this embodiment. It is a figure which shows the processing concept of a normal waiting call queue and a priority incoming call waiting queue.

Explanation of symbols

100 Call Center System, System 101 Program Database 102 Program 103 Memory 104 CPU
105 Input Interface 106 Output Interface 107 Communication Device 108 I / O Unit 110 ID Acquisition Unit 111 Customer Confirmation Unit 112 Customer Information Output Unit 113 Connection Processing Unit 114 Last Operator Registration Unit 115 Write Instruction Unit 116 Urgency Registration Unit 125 Customer Information Database 126 IC tag storage information 140 Network, public network 150 Automatic switch, PBX (Private Branch Exchange)
155 Voice response system, IVR (Interactive Voice Response)
160 Operator telephone device 165 Operator terminal 170 Center server 200 Customer's telephone

Claims (6)

A call center system for managing connection between a telephone of a customer who makes an inquiry and an operator terminal,
A customer information database that stores in advance a customer ID and customer information including the customer's telephone number in association with each other;
The customer transmitted from the customer's telephone, which is obtained by reading the customer ID in preparation for the call from the customer card having the IC tag storing at least the customer ID, in response to the call of the telephone. An ID acquisition unit that receives the ID and stores the ID in a memory;
A customer recognition unit that reads a customer ID from the memory, executes a search of the customer information database by the customer ID, and identifies the customer who made the call and the telephone number;
Extracting customer information of the identified customer from the customer information database and outputting it to an operator terminal; a customer information output unit;
A connection processing unit that executes a call connection process between the telephone and the operator terminal that identifies the customer and the telephone number;
At the end of the call connection, from the corresponding operator terminal, an urgency registration unit that accepts the urgency designation related to the customer inquiry and stores it in a memory;
Read information on the urgency level from the memory, generate an IC tag write instruction to write the information on the IC tag of the customer card of the corresponding customer, and call the telephone corresponding to the customer ID of the caller A writing instruction section to notify
A call center system comprising: In claim 1,
From the operator terminal, for the inquiry that needs to be handled continuously, the customer ID of the caller who made the inquiry and the operation terminal information of the last operator as the information of the operator terminal are received, and the customer A last operator registration unit that stores the operation terminal information of the last operator in a memory in association with an ID ;
The write instruction unit reads the customer ID and the operation terminal information of the last operator from the memory, generates an IC tag write instruction including the information, and corresponds to the customer ID of the caller To notify the phone ,
The customer's telephone which the said ID acquisition part has read and acquired customer ID in preparation for a call from the customer card provided with the IC tag which memorize | stored the customer ID and the said IC tag write instruction information Receiving the customer ID and the information of the IC tag writing instruction transmitted along with the call of the telephone, and storing it in the memory,
The customer recognition unit reads the information of the IC tag writing instruction from the memory, and specifies the operation terminal of the last operator from the information of the IC tag writing instruction,
The connection processing unit executes call connection processing between the customer's telephone and the identified last operator's operation terminal.
Call center system characterized by that. In claim 1 or 2 ,
The customer's telephone which the said ID acquisition part has read and acquired customer ID in preparation for a call from the customer card provided with the IC tag which memorize | stored the customer ID and the said IC tag write instruction information Receiving the customer ID and the information of the IC tag writing instruction transmitted along with the call of the telephone, and storing it in the memory,
The customer recognition unit extracts inquiry urgency level information from the IC tag writing instruction information in the memory, specifies an inquiry in which the urgency level is equal to or greater than a predetermined threshold, and determines the inquiry specified here. Corresponding call information is stored in a priority call waiting queue provided in the memory, and other emergency call information is stored in a normal wait queue provided in the memory,
The connection processing unit refers to the priority call waiting queue in the memory, reads out the call information stored therein, and performs call connection processing between the customer's telephone and the operator terminal corresponding to the call information Is to perform
Call center system characterized by that. In any one of Claims 1-3,
The ID acquisition unit receives the customer ID via the Internet connected to the communication interface of the telephone, or receives the customer ID included in the call information via a public line network connected to the telephone. A call center system characterized by receiving. A computer for managing the connection between the customer's telephone and the operator terminal, which includes a customer information database that stores the customer ID and the customer information including the customer's telephone number in association with each other,
The customer transmitted from the customer's telephone, which is obtained by reading the customer ID in preparation for the call from the customer card having the IC tag storing at least the customer ID, in response to the call of the telephone. Receive the ID, store it in memory,
The customer ID is read from the memory, the customer information database is searched by the customer ID, the customer who made the call and its telephone number are specified,
Extract the customer information of the identified customer from the customer information database, output this to the operator terminal,
Perform a call connection process between the telephone and the operator terminal that identifies the customer and the telephone number;
At the end of the call connection, from the corresponding operator terminal, accept the designation of the urgency regarding the customer inquiry, and store it in the memory,
Read information on the urgency level from the memory, generate an IC tag write instruction to write the information on the IC tag of the customer card of the corresponding customer, and call the telephone corresponding to the customer ID of the caller Notify
Call center management method characterized by that. A computer for managing the connection between the customer's telephone to be inquired and the operator terminal is provided with a customer information database that stores the customer ID and customer information including the customer's telephone number in advance in association with each other.
The customer transmitted from the customer's telephone, which is obtained by reading the customer ID in preparation for the call from the customer card having the IC tag storing at least the customer ID, in response to the call of the telephone. Receiving the ID and storing it in memory;
Reading a customer ID from the memory, performing a search of the customer information database by the customer ID, and identifying the customer who made the call and its telephone number;
Extracting the customer information of the identified customer from the customer information database and outputting it to an operator terminal;
Performing a call connection process between the telephone and the operator terminal that identifies the customer and the telephone number;
At the end of the call connection, from the corresponding operator terminal, accepting the designation of the urgency related to the customer inquiry, and storing it in the memory;
Read information on the urgency level from the memory, generate an IC tag write instruction to write the information on the IC tag of the customer card of the corresponding customer, and call the telephone corresponding to the customer ID of the caller The step of notifying
A call center management program characterized in that

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