JP4703516B2 - Operator management system in call center and operator management method in call center - Google Patents

Description

  The present invention relates to an operator management technique in a call center, and more particularly to an operator management system in a call center and an operator management method in a call center that instructs the operator to take a break based on the physical condition of the operator.

In a conventional general call center reception work, when a fixed time elapses after the operator receives a call from a customer at the front reception unit and a fixed time has passed, the call is received by a specialist who is waiting for the call. It was to be transferred manually. In general, the operator takes a break during a predetermined break time.
In Patent Document 1 below, the operator's tension is calculated based on the detected biological reaction of the operator, and the incoming call from the customer is assigned to the operator terminal based on the operator's tension data. The call center system is described (see Patent Document 1).
Patent Document 2 below recognizes voice emotions for the voices of customers and operators, outputs words representing emotions, and compares the output frequency count value of the words representing emotions with a predetermined threshold value. A contact center operation management apparatus that notifies an administrator of an alarm based on the result is described (see Patent Document 2).
JP 2003-244328 A JP 2004-252668 A

When the operator is in an extremely tense state, it is desirable to transfer the call from the front reception unit to the back reception unit at an early stage. Calls accepted by the operator cannot be transferred to the back reception unit at an early stage. When the operator is in extreme tension, it is considered that there are many cases of accepting serious complaints from customers. However, in the above conventional technology, an increase in the stress of the operator accepting complaints is detected at an early stage. The call is transferred to the back reception unit, and the stress on the operator cannot be reduced.
In addition, if the operator took a break during a predetermined break time, if the time when the operator became extremely nervous was not within the break time, the operator Can't take a break. As a result, the mental health of the operator may be reduced.
Further, in the prior art, it is not possible to prevent the operator from wasting time by trying to solve the problem. As a result, the total complaint resolution time cannot be shortened, and the customer satisfaction cannot be improved.

In addition, the technique described in Patent Document 1 and the technique described in Patent Document 2 are both fronts on which an operator having general knowledge waits when the physical state of the operator exceeds a predetermined threshold. The call received at the reception unit is not automatically transferred to the back reception unit on which a specialist with more specialized knowledge is waiting, and when the call is transferred to the back reception unit The operator is not instructed to take a break when the time (answering time) during which the operator has answered the call is equal to or shorter than a predetermined allowable time.
The present invention has been made in order to solve the above problems, and based on the physical condition of the operator, a back reception unit in which a specialist having more specialized knowledge waits for a call that the operator has answered It is an object of the present invention to provide an operator management system in a call center that instructs the operator to take a break based on the response time of the operator when the call is transferred to the back reception unit.

  In order to solve the above problems, in the present invention, the sensor detects the physical state of the operator of the front reception unit, and based on the comparison result between the detected physical state of the operator at the time of call reception and a predetermined threshold value. The call received at the front reception unit is automatically transferred to the back reception unit. Further, in the present invention, the operator is instructed to take a break based on the response time of the operator when the call is transferred to the back reception unit.

That is, in the present invention, the above-mentioned problem is solved as follows.
(1) An operator management system in a call center includes a front reception unit that receives a call and a back reception unit that takes over the call received by the front reception unit. Set in the front reception unit based on a sensor for detecting the physical state of the operator of the front reception unit, the physical state of the operator at the time of call reception detected by the sensor, and the normal value of the physical state of the operator Based on the comparison result, means for automatically transferring the call received by the front reception unit to the back reception unit based on the comparison result, and resting the operator Means for determining whether to instruct or not.
The means for determining whether or not to instruct the operator to take a break is the first elapsed time from when the call received by the operator is received at the front reception unit to when the call is transferred to the back reception unit. The operator is instructed to take a break when it is less than or equal to the second elapsed time from when the call received by the operator last time is received at the front reception unit to when it is transferred to the back reception unit.
(2) an elapsed time from when the call received by the operator is received at the front reception unit to when the call is transferred to the back reception unit; A preset allowable time is compared, and if the elapsed time is equal to or shorter than the allowable time, the operator is instructed to take a break.
( 3 ) The operator management system in the call center compares the number of times the operator is instructed to take a break with a preset allowable number of times, and if the number of times the operator is instructed to take a break is greater than or equal to the allowable number of times, Means for instructing the operator to take rest are provided.
( 4 ) The sensor detects the frequency, pulse, sweating, body temperature and / or blood pressure of the operator's voice as the operator's physical condition.

In the present invention, the following effects can be obtained.
(1) An operator management system and an operator management method in a call center according to the present invention are received at the front reception unit based on a comparison result between the physical state of the operator of the front reception unit detected by the sensor and a threshold value. The call is automatically transferred to the back reception unit, and it is determined whether or not to instruct the operator to take a break. As a result, it is possible to prevent the operator from wasting time by trying to solve himself / herself, thereby shortening the total complaint resolution time, improving customer satisfaction and improving the mental health of the operator. Can be improved.
(2) In the operator management system in the call center according to the present invention, the elapsed time from when the call received by the operator is received at the front reception unit to when the call is transferred to the back reception unit is less than a preset allowable time In this case, the operator is instructed to take a break. Further, the operator management system in the call center according to the present invention is configured such that the first elapsed time from when the call that the operator has received is received at the front reception unit to when the call is transferred to the back reception unit is The operator is instructed to take a break when it is less than or equal to the second elapsed time from when the call received by the front reception unit is transferred to the back reception unit. Therefore, for example, an operator who has received a serious complaint from a customer and who has increased stress is instructed to take an early break, and the operator's stress can be reduced to improve the operator's mental health. it can.
(3) The operator management system in the call center of the present invention instructs the operator to take a rest when the number of times the operator has given a break exceeds a predetermined allowable number. For example, an operator who has been instructed to take a break more than a predetermined allowable number is removed from the work on the day and is completely rested, or another work with less mental burden is assigned. As a result, the mental health of the operator can be further improved.

  FIG. 1 is a diagram showing a configuration example of an operator management system in a call center according to the present invention. The operator management system in the call center shown in the figure includes a front reception unit 1 and a back reception unit 2. The front reception unit 1 performs reception processing for calls from customers (hereinafter referred to as users). The back reception unit 2 receives the call transfer from the front reception unit 1 and takes over the call from the user. A CTI (Computer Telephony Integration) device 3 is connected to a telephone network, receives a call from a user through the telephone network, and transmits it to an operator terminal 11 used by an operator 100 in the front reception unit 1. Further, the CTI device 3 transfers the call received by the front reception unit 1 to the back reception unit 2 in accordance with an instruction from a telephone transfer unit 134 provided in the control unit 13 described later.

  The front reception unit 1 includes an operator terminal 11, a sensor set 12, a control unit 13, a communication unit 14, a threshold information storage unit 15, and a user correspondence information storage unit 16. The operator terminal 11 receives a call from a user through the CTI device 3 and inputs reception information and user correspondence information. The reception information includes, for example, a call reception number, a call reception start time, a system name, a device name, a device number where a failure has occurred, a user name, and the like. The user correspondence information is information obtained from the user by the operator 100 responding to the user. For example, the content of the user's inquiry regarding the failed product or the like, the content of the operation that the operator has attempted to recover, etc. Information. According to an embodiment of the present invention, subjective information recognized by the operator 100 responding to the user, such as whether the user is angry, may be included in the user-corresponding information. Further, for example, the operator terminal 11 may extract information relating to a purchase history of each user's product or the like stored in advance in a storage unit (not shown), and the extracted information may be used as user correspondence information.

  The sensor set 12 detects the physical state of the operator 100. The sensor set 12 includes, for example, a microphone 121, a sphygmomanometer 122, and a pulse meter 123 shown in FIG. 2, and detects the voice emitted by the operator 100, the blood pressure of the operator 100, and the pulse of the operator 100 as the physical state of the operator 100. To do. According to one embodiment of the present invention, the sensor set 12 may include a thermometer in addition to the microphone 121, the sphygmomanometer 122, and the pulsometer 123, and detect the body temperature as the physical state of the operator 100. . Moreover, according to one Embodiment of this invention, the sensor set 12 may be provided with the well-known means which detects perspiration, and may detect perspiration as a physical state of the operator 100. FIG.

  Based on the normal value of the physical state of the operator 100 detected by the sensor set 12, the control unit 13 generates physical state threshold information for each operator. And the control part 13 transfers the call from a user to the back | bag reception part 2 based on the comparison result of the operator's 100 physical condition at the time of call reception detected by the sensor set 12, and the produced | generated threshold value information. To do. The communication unit 14 performs communication processing with the back reception unit 2. The threshold information storage unit 15 stores threshold information on the physical state of each operator. The user correspondence information storage unit 16 stores user correspondence information.

  The control unit 13 includes a normal value acquisition unit 131, a threshold information generation unit 132, a determination unit 133, a telephone transfer unit 134, a user correspondence information acquisition unit 135, a reception information acquisition unit 136, a takeover unit 137, and an operator instruction unit 138. The normal value acquisition unit 131 acquires the normal value of the physical state of the operator 100 based on the physical state of the operator 100 detected by the sensor set 12. For example, the normal value acquisition unit 131 acquires the frequency of the voice uttered by the operator 100 at the start of call reception from the user as the normal value of the frequency of the voice uttered by the operator 100. Moreover, the normal value acquisition unit 131 acquires the blood pressure value of the operator 100 at the start of call reception from the user as the normal value of the blood pressure of the operator 100. Further, the normal value acquisition unit 131 acquires the pulse rate of the operator 100 at the start of reception of a call from the user as the normal value of the pulse rate of the operator 100.

  The case where the normal value of the frequency of the voice emitted by the operator 100 is acquired will be described as an example. For example, when the operator 100 starts accepting a call from the user, a predetermined comparison target sentence (for example, “I ’m sorry. , "Sorry, I am really sorry"). Then, the normal value acquisition unit 131 sets the frequency of the voice detected by the sensor set 12 when the comparison target sentence is uttered as the normal value of the frequency of the voice emitted from the operator 100.

The threshold information generation unit 132 generates threshold information of the physical state of the operator 100 for each operator 100 based on the normal value of the physical state of the operator 100 acquired by the normal value acquisition unit 131, and the generated threshold information Is stored in the threshold information storage unit 15. The threshold information generation unit 132 sets, for example, a stepwise numerical value determined by a value obtained by multiplying the normal value of the physical state of the operator 100 by a predetermined ratio or a range width including the normal value as the threshold value.
The determination unit 133 determines whether the physical state of the operator 100 detected by the sensor set 12 is within the range of the physical state threshold of the operator 100 stored in the threshold information storage unit 15. The determination unit 133 utters the operator 100 when the normal value acquisition unit 131 acquires the normal value of the frequency of the sound emitted from the operator from the sound uttered by the operator 100 detected by the sensor set 12, for example. A comparison target sentence (for example, a sentence “I am very sorry”) is extracted, and the frequency of the voice corresponding to the extracted comparison target sentence and the frequency of the voice stored in the threshold information storage unit 15 are extracted. Compare with the threshold. In addition, when the determination unit 133 determines that the physical state of the operator 100 exceeds the threshold range, the determination unit 133 notifies the back reception unit 2 that the physical state of the operator 100 exceeds the threshold range.

  When the determination unit 133 determines that the physical state of the operator 100 exceeds the physical condition threshold range of the operator 100, the telephone transfer unit 134 transfers the call to the back reception unit 2 ( Back switch) is notified to the user through the operator terminal 11. After the user is notified of the back switch, the telephone transfer unit 134 instructs the CTI device 3 to execute the back switch. The telephone transfer unit 134 performs back switching processing according to a transfer instruction notified from a transfer instruction unit 223 (to be described later) of the back reception unit 2 regardless of the physical state of the operator 100.

  According to an embodiment of the present invention, the telephone transfer unit 134 switches back when the determination unit 133 determines that the physical condition of the operator 100 exceeds the range of the physical condition threshold of the operator 100. May be instructed to the CTI device 3 to execute the back switching without notifying the operator terminal 11 of the above. Further, according to one embodiment of the present invention, the telephone transfer unit 134 transmits the transfer cause information, which is information indicating the cause of transferring the call to the back receiving unit 2 through the communication unit 14, to the operator terminal of the back receiving unit 2. 21 may be transmitted.

The user correspondence information acquisition unit 135 acquires user correspondence information input by the operator terminal 11 and stores the user correspondence information in the user correspondence information storage unit 16. The reception information acquisition unit 136 acquires the reception information input by the operator terminal 11. The takeover unit 137 takes over the reception information and the user correspondence information to the back reception unit 2. That is, the takeover unit 137 extracts the user correspondence information from the user correspondence information storage unit 16 and stores the extracted user correspondence information and the reception information acquired by the reception information acquisition unit 136 in the transfer information storage unit 102 as takeover information. . Then, in the back switching process by the telephone transfer unit 134, the takeover unit 137 transmits the takeover information stored in the takeover information storage unit 102 to the takeover information acquisition unit 221 included in the back accepting unit 2 through the communication unit 14. To do.
Further, in response to a request from the corresponding time determination unit 222 provided in the back reception unit 2, the takeover unit 137 displays call reception start time information included in the reception information stored in the takeover information storage unit 102. The response time is transmitted to the response time determination unit 222. According to one embodiment of the present invention, the takeover unit 137 sends the user correspondence information included in the takeover information to the takeover information acquisition unit 221 in response to a request from the takeover information acquisition unit 221 included in the back reception unit 2. You may make it transmit. Further, according to the embodiment of the present invention, the control unit 13 in the front reception unit 1 may include an authentication unit (not shown) for personally authenticating the operator 100.

  The operator instruction unit 138 takes a break with respect to the operator 100 based on the time (the user response time) that the operator 100 has handled the user when the back of the call that the operator 100 has handled is performed. Instruct. The user response time is the time (response time) during which the operator 100 is responding to the call. That is, the operator instruction unit 138 acquires time information when the back switching is performed from time measuring means (not shown) that measures the time and acquires the current time provided in the control unit 13, Store in buffer. Then, the operator instruction unit 138 calculates the user response time by subtracting the call reception start time from the user from the time when the back switching is performed, which is stored in the buffer. For example, the operator instruction unit 138 determines whether or not the calculated user response time is equal to or less than a preset allowable time (T1), and instructs the operator 100 to take a break when the user response time is equal to or less than T1. . The operator 100 is instructed to take a break for a predetermined time, for example. The operator instruction unit 138 transmits operator identification information for identifying the operator 100 who has instructed a break to the control unit 22 included in the back reception unit 2. In addition, the operator instruction unit 138 deletes the time information when the back switching is performed, which is stored in the buffer, when the work on the day on which the call reception work is performed is completed. According to an embodiment of the present invention, the operator instruction unit 138 may determine whether the calculated user response time is less than the previous user response time. The previous user response time is the time from the reception of the call that the operator 100 had previously received on the day to the back switching after the reception of the front reception unit 1. Then, the operator instruction unit 138 may instruct the operator 100 to take a break when the user response time is less than the previous user response time.

  Further, the operator instruction unit 138 compares the number of times that the operator 100 is instructed to take a break with the preset allowable number of times, and if the number of times that the operator 100 is instructed to take a break is greater than or equal to the allowable number of times, the operator 100 Instruct to take rest. Here, rest means, for example, that the operator 100 is removed from work on the day and is completely rested, or other work with less mental burden is assigned. According to one embodiment of the present invention, the operator instruction unit 138 may instruct the operator 100 to take a rest based on a rest instruction transmitted from the control unit 22 of the back reception unit 2 described later.

  According to one embodiment of the present invention, the operator instruction unit 138 notifies the back reception unit 2 that the operator 100 has been instructed to take a break or has been instructed to take a rest. You may make it display the screen shown in FIG. 8 or FIG. 12 mentioned later, and the screen shown in FIG. 9 or 13 on the operator terminal 21. FIG.

  The back reception unit 2 includes an operator terminal 21, a control unit 22, a communication unit 23, and a takeover information storage unit 24. The operator terminal 21 is a terminal used by the operator 101 in the back reception unit 2. The operator terminal 21 has the same function as the operator terminal 11 in the front reception unit 1. The operator terminal 21 has a function of displaying information transmitted from the front reception unit 1 and the control unit 22 on the screen. For example, the transfer cause information transmitted from the telephone transfer unit 134 in the front reception unit 1 is displayed on the screen. To do. When the time during which the operator 100 in the front reception unit 1 corresponds to the user exceeds the predetermined time limit (T2) (time over has occurred), the control unit 22 The telephone transfer unit 134 is instructed (transfer instruction) to transfer the call that the operator 100 is answering to the back reception unit 2. The communication unit 23 performs communication processing with the front reception unit 1. The takeover information storage unit 24 stores takeover information acquired by a takeover information acquisition unit 221 described later.

  The control unit 22 includes a takeover information acquisition unit 221, a corresponding time determination unit 222, and a transfer instruction unit 223. The takeover information acquisition unit 221 acquires the takeover information transmitted from the takeover unit 137 of the front reception unit 1 and stores it in the takeover information storage unit 24. In addition, the takeover information acquisition unit 221 determines that the time for which the operator 100 in the front reception unit 1 corresponds to the user exceeds a predetermined allowable time by the response time determination unit 222 described later. It requests the takeover unit 137 in the front reception unit 1 to transmit takeover information. In addition, the takeover information acquisition unit 221 displays the takeover information on the screen of the operator terminal 21. The response time determination unit 222 determines whether the time during which the operator 100 in the front reception unit 1 corresponds to the user has exceeded a predetermined time limit (T2). That is, the response time determination unit 222 requests the transfer unit 137 included in the front reception unit 1 to transmit reception information, and acquires the reception information from the transfer unit 137 according to the request. Then, the response time determination unit 222 is acquired by the time counting means (not shown) that acquires the reception start time of the call accepted by the operator 100 and the current time included in the control unit 22 included in the reception information. Based on the current time, the time that the operator 100 corresponds to the user is calculated. Then, the response time determination unit 222 determines whether the calculated time exceeds a predetermined time limit (T2). At this time, a specific permissible time corresponding to the system name, device name, and user name obtained from the reception information may be used.

  When the response time determination unit 222 determines that the time during which the operator 100 in the front reception unit 1 corresponds to the user exceeds the preset time limit (T2), the transfer instruction unit 223 The telephone transfer unit 134 in the reception unit 1 is instructed to transfer the call received by the operator 100 to the back reception unit 2 (perform back switching).

  According to one embodiment of the present invention, the control unit 22 compares the number of times that the operator 100 is instructed to take a break with a preset allowable number of times, and the number of times that the operator 100 is instructed to take a break is greater than or equal to the allowable number of times. In this case, the operator instruction unit 138 in the front reception unit 1 may be provided with means (not shown) for transmitting a rest instruction for instructing the operator 100 to rest.

  In the above description, the case where the reception operator handles the telephone is illustrated, but the reception of the call is not limited to the telephone. The same applies to the reception of electronic information.

  FIG. 3 is a diagram illustrating an example of a data configuration of threshold information stored in the threshold information storage unit. As shown in FIG. 3, the threshold information has a data structure such as “name”, “comparison sentence”, “normal value”, “threshold up / down”, “blood pressure”, and “pulse”. In “Name”, the name of the operator 100 in the front reception unit 1 or the personal ID is stored. In “comparison target sentence”, the comparison target sentence is stored together with a number (sentence No.) for identifying the comparison target sentence. The comparison target sentence is a predetermined sentence that the operator 100 utters when the normal value acquisition unit 131 acquires the normal value of the frequency of the voice uttered by the operator 100. In the “normal value”, the normal value of the frequency of the voice acquired by the normal value acquisition unit 131 when the operator 100 utters the comparison target sentence is stored in association with the comparison target sentence.

  The threshold value of the voice frequency stored in the “normal value” is stored in “threshold value upper and lower”. For example, the value “+/− 30%” of the audio frequency stored in the “normal value” is stored in the “threshold value upper and lower”. Alternatively, a stepwise numerical value determined by a range width including a normal value is stored. In “blood pressure”, the blood pressure value of the operator 100 is stored. That is, the normal value of the systolic blood pressure of the operator 100 is stored in the “normal value (upper)”, and the upper limit value of the maximum blood pressure is stored in the “threshold (upper)”. Further, the normal value of the minimum blood pressure of the operator 100 is stored in “normal value (lower)”, and the lower limit value of the minimum blood pressure is stored in “threshold (lower)”. In “pulse”, the pulse rate of the operator 100 is stored. That is, the normal value of the pulse of the operator 100 is stored in the “normal value”, the upper limit value of the pulse is stored in the “threshold value (upper)”, and the lower limit value of the pulse is stored in the “threshold value (lower)”. To store.

FIG. 4 is a diagram for explaining the outline of the first embodiment of the present invention. In FIG. 4, t _A is the call reception start time, and t _B is the time when the sense value is determined to be abnormal. The sense value is the physical state of the operator 100 detected by the sensor set 12. When the sense value is determined to be abnormal, the sense value is determined by the determination unit 133 in the front reception unit 1. It means when it is determined that the target state has exceeded the threshold range. Further, t ₁ is the time after T1 has elapsed from t _A , and t ₂ is the time after T2 has elapsed from t _A. T1 is the allowable time described above, and T2 is the time limit described above. As shown in FIG. 4, when the time limit (T2) elapses from the call reception start time t _A , the call that the operator 100 is answering as exceeding for a long time is transferred to the back reception unit 2 (back switching). . If it is determined that the sense value is abnormal, the call that the operator 100 is handling is transferred to the back reception unit 2 (back switching). When the operator instruction unit 138 in the front reception unit 1 determines that the user response time (t _B −t _A ) of the operator 100 when the back switch is performed is equal to or less than T1, the operator 100 Is instructed to take a break.

  FIG. 5 is a diagram showing an example of transfer cause information displayed on the screen of the operator terminal. The operator terminal 21 includes, for example, the type of physical state of the operator 100 (for example, the type of voice frequency, blood pressure value, pulse rate, etc.) and time, the physical state and time threshold, the body Transfer cause information including the current value of the target state and the time, information indicating whether the physical state or time exceeds the threshold range (display indicated by a double circle stored in “over” in FIG. 5). A screen is displayed for each operator 100. The above time indicates a time during which the operator 100 corresponds to the user. For example, the threshold value of time indicates the allowable time (T1) described above with reference to FIG. 4, and the current value of time is determined by the operator 100 when the physical state of the operator 100 exceeds the threshold range. Indicates the time associated with the user. A double circle displayed as “over” corresponding to the time indicates that the current value of the time exceeds the time threshold (allowable time). When the current time value exceeds the time threshold value, the operator instruction unit 138 instructs the operator 100 to take a break. Therefore, the double circle displayed as “over” corresponding to the time indicates a break to the operator 100. Is indicated.

  For example, when the pulse rate of Mr. A of the operator 100 exceeds the threshold range, a double circle is displayed on “over” corresponding to the pulse of Mr. A, as shown in FIG. The operator 101 in the back reception unit 2 referring to the transfer cause information shown in FIG. 5A causes the call to be made to the front reception unit 1 because the pulse rate of Mr. A of the operator 100 exceeds the threshold range. Can be recognized as being transferred from. Further, for example, when the time when Mr. A's pulse rate exceeds the threshold is 6 minutes less than the threshold (for example, an allowable time of 10 minutes), FIG. ) As shown in the middle, a double circle is displayed on the “over” corresponding to the time for Mr. A. The operator 101 in the back reception unit 2 referring to the transfer cause information shown in FIG. 5B transfers the call from the front reception unit 1 because the pulse rate of Mr. A of the operator 100 exceeds the threshold. It is possible to recognize that Mr. A is instructed to take a break.

  6 and 7 are diagrams illustrating a processing flow according to the first embodiment of this invention. The processes in steps S1 to S4 shown in FIG. 6A are an example of the storage process of the threshold information of the physical state for each operator in the front reception unit 1. The control unit 13 of the front reception unit 1 personally authenticates the operator (step S1). Next, the normal value acquisition unit 131 acquires the normal values of voice, pulse, and blood pressure for each operator 100 (step S2). Then, the threshold information generation unit 132 stores the + -20% frequency of the voice of the operator 100 as a threshold in the threshold information storage unit 15 (step S3). Further, the threshold information generation unit 132 stores the value of + -35% of the pulse and blood pressure as threshold values in the threshold information storage unit 15 (step S4), and proceeds to step S5 shown in FIG.

The processing of step S5 to step S22 shown in FIG. 7A is an example of a break instruction process or a rest instruction process for the operator 100 in the front reception unit 1. The reception information acquisition unit 136 acquires a call reception number, a call reception start time (t _A ), and a user name as reception information (step S5). Next, after the determination unit 133 reads the threshold value in the threshold information storage unit 15 (step S6), the operator terminal 11 corresponds to the user (step S7). Then, the user correspondence information acquisition unit 135 acquires user correspondence information (step S8).

  The determination unit 133 acquires the frequency, pulse rate, and blood pressure values of the operator 100 detected by the sensor set 12 as sense values (step S9). Then, the telephone transfer unit 134 determines whether the correspondence with the user is completed (step S10). When the telephone transfer unit 134 determines that the correspondence with the user has been completed, the operator terminal 11 accepts the next user call (step S15). When the telephone transfer unit 134 determines that the correspondence with the user is not completed, the determination unit 133 determines the sense value of the physical state of the operator 100 acquired in step S9 and the threshold value corresponding to the physical state. (Step S11), and it is determined whether the sense value of the physical state of the operator 100 is within the threshold range (step S12). When the determination unit 133 determines that the sense value of the physical state of the operator 100 is within the threshold range, the telephone transfer unit 134 determines whether a transfer instruction for the call is received from the back reception unit 2 (Step S13). If the telephone transfer unit 134 determines that it has not received a transfer instruction for the call from the back reception unit 2, the process returns to step S7. When it is determined that the telephone transfer unit 134 has received a transfer instruction for the call from the back receiving unit 2, a back switching process is performed (step S14), and the call is transferred to the back receiving unit 2. After the back switching process, the operator terminal 11 accepts the next user call (step S15).

When the determination unit 133 determines in step S12 that the sense value of the physical state of the operator 100 exceeds the threshold range, the determination unit 133 notifies the back reception unit 2 that the sense value exceeds the threshold range. (Step S16). Then, the telephone transfer unit 134 performs back switching processing (step S17). Moreover, the time measuring means (not shown) in the control unit 13 acquires the current time (t _B ) (step S18).

Next, the operator instruction unit 138 determines whether the user response time (t _B −t _A ) of the operator 100 is equal to or shorter than the allowable time (T1) (step S19). When the operator instruction unit 138 determines that the user response time of the operator 100 is T1 or less, the operator instruction unit 138 determines whether a rest instruction has been received from the control unit 22 of the back reception unit 2 (step S20). If the operator instruction unit 138 determines that a rest instruction has not been received from the control unit 22 of the back reception unit 2, the operator instruction unit 138 instructs the operator 100 to take a break (step S21). In step S21, operator identification information for identifying the operator 100 instructed to take a break is further transmitted to the back reception unit 2. If the operator instruction unit 138 determines that a rest instruction has been received from the control unit 22 of the back reception unit 2, the operator instruction unit 138 instructs the operator 100 to rest (step S22).

  The process of step S100 to step S102 shown in FIG. 6B shows an example of a back switching process to the back reception unit 2 of the call that the operator 100 is handling in the front reception unit 1. The back switching process shown in FIG. 6B shows the back switching process in step S14 and step S17 in FIG. 7A described above, for example. First, the operator terminal 11 is notified to the user that the call is switched back (step S100). Next, the handover unit 137 notifies the back reception unit 2 of the call reception number, the call reception start time, and the user name (step S101), and transmits the transfer information to the back reception unit 2 (step S102). ).

  The process of step S31 to step S36 shown in FIG. 6C shows an example of a transfer instruction process to the back receiving unit 2 for a call that the operator 100 is handling in the back receiving unit 2. The response time determination unit 222 provided in the control unit 22 searches for the reception start time of the call that the operator 100 is answering (step S31). That is, the response time determination unit 222 acquires the call reception start time from the takeover unit 137 in the front reception unit 1. The response time determination unit 222 calculates the current time-reception start time (step S32), and determines whether the current time-reception start time is equal to or greater than the time limit (T2) (step S33). If the response time determination unit 222 determines that the current time minus the reception start time is not equal to or greater than the time limit (T2), the process proceeds to step S37 illustrated in FIG. If the response time determination unit 222 determines that the current time minus the reception start time is equal to or greater than the time limit (T2), the transfer instruction unit 223 notifies the front reception unit 1 of the transfer instruction for the call (step S34). ). The front reception unit 1 that has received the notification of the transfer instruction performs the back switching process described above with reference to FIG. 6B, and transmits the takeover information to the back reception unit 2 (step S102 in FIG. 6B). reference).

  The takeover information acquisition unit 221 in the back reception unit 2 receives the takeover information transmitted from the front reception unit 1 (step S35). Then, a correspondence process with the user (back reception part correspondence process) is performed by the operator terminal 21 (step S36), and the process proceeds to step S37 shown in FIG. 7B.

  The process of step S37 to step S42 shown in FIG. 7B shows an example of a rest instruction process for the operator 100 in the back reception unit 2. The response time determination unit 222 determines whether the front reception unit 37 has notified that the sense value of the physical state of the operator 100 has exceeded the threshold range (step S37). If the response time determination unit 222 determines that the front reception unit 37 has not notified that the sense value of the physical state of the operator 100 has exceeded the threshold range, step S31 illustrated in FIG. Proceed to When the response time determination unit 222 determines that the front reception unit 1 has notified that the sense value of the physical state of the operator 100 exceeds the threshold range, the transfer information acquisition unit 221 takes over from the front reception unit 1. The information is received (step S38), and the correspondence process with the user (back reception unit correspondence process) by the operator terminal 21 is performed (step S39).

  Next, based on the operator identification information transmitted from the front reception unit 1 to the back reception unit 2 when the control unit 22 gives a break instruction to the operator 100 in step S21 in FIG. 7A described above. Whether or not there is an operator instructed to take a break is determined (step S40). If there is no operator instructed to take a break, the process returns to step S37. If there is an operator instructed to take a break, the control unit 22 determines whether the number of breaks of the operator 100 is equal to or greater than the allowable number (step S41). If the number of breaks of the operator 100 is not greater than the allowable number, the process returns to step S37. If the number of breaks of the operator 100 is equal to or greater than the allowable number, the control unit 22 sets the operator 100 to rest (step S42) and transmits a rest instruction to the operator instruction unit 138 of the front reception unit 1.

  According to one embodiment of the present invention, the front reception unit 1 may execute processes corresponding to the processes in steps S40 to S42 described above. That is, after the process of step S19 in FIG. 7A described above, the operator instruction unit 138 of the front reception unit 1 determines whether or not the number of breaks of the operator 100 is equal to or greater than the allowable number of times. The operator 100 may be instructed to take a break when the number of times is not equal to or greater than the allowable number, and the operator 100 may be instructed to take a rest when the number of breaks of the operator 100 is greater than or equal to the allowable number.

  8 and 9 are diagrams showing examples of screen display of the operator terminal according to the first embodiment of the present invention. Mr. A and Mr. D shown in the screen of FIG. The time displayed on the screen (for example, “3: D”, “2: D”) indicates the time when the back switching process is performed, and the time displayed on the screen ( For example, “11 minutes” and “6 minutes”) indicate the time during which the operator 100 corresponds to the user until the back switching process. In the screen, the display “allowable time (T1) = 10 minutes” indicates that the preset allowable time is 10 minutes. The triangle display indicates that the operator 100 is instructed to take a break. In the screen display example shown in FIG. 8, for example, a back switching process is performed for a call answered by Mr. A at 3:03 PM on the 10th of March, and Mr. A corresponds to the user by the time of the back switching process. It can be seen that the time spent was 11 minutes. Further, for example, a back switching process is performed for a call that corresponds to Mr. A at 2: D PM on the 13th of March, and the time that Mr. A corresponds to the user by the time of the back switching process is an allowable time of 10 It is 6 minutes exceeding the minute, and it is understood that Mr. A is instructed to take a break.

  In the screen shown in FIG. 9, whether or not the user response time of each operator 100 is equal to or less than the allowable time (T1) is indicated by the presence or absence of a circular display, and whether or not each operator 100 is instructed to take a break is indicated by the presence or absence of a triangular display. Whether each operator 100 is instructed to rest is indicated by the presence or absence of a star-shaped display. For example, it can be seen from the screen shown in FIG. 9 that Mr. D and Mr. H are instructed to take a break, and Mr. A is instructed to take a rest after instructing the rest.

FIG. 10 is a diagram for explaining the outline of the second embodiment of the present invention. In FIG. 10, t _A1 is the reception start time of the call that the operator 100 previously answered on that day, and t _B1 is the time when the sense value of the previous operator 100 is determined to be abnormal. t _A2 is the call reception start time that the operator 100 has received this time on that day, and t _B2 is the time when the sense value of the operator 100 is determined to be abnormal. T ₂ is the time after elapse of the time limit (T2) from t _A. As shown in FIG. 10, when the time limit (T2) elapses from the call reception start time (for example, t _A1 ), the call that the operator 100 is handling is transferred to the back reception unit 2 (back switching). Also, when the operator 100 is answering the previous call, if it is determined that the sense value is abnormal at time t _B1 , the call that the operator 100 is answering is transferred to the back accepting unit 2 (back switching). )

Here, when the operator 100 is answering the current call accepted at time t _A2 , if it is determined that the sense value of the operator 100 is abnormal at time t _B2 , the call is returned. At the same time, the user response time (t _B2 -t _A2 ) of the operator 100 when the current call is switched back is the user response time (t _B2 -t _A2 ) of the operator 100 when the previous call is switched back. _B1− t _A1 ) or less (t _B1 −t _A1 ≧ t _B2 −t _A2 ). When t _B1 −t _A1 ≧ t _B2 −t _A2 , the operator 100 is instructed to take a break.

  FIG. 11 is a diagram illustrating a processing flow according to the second embodiment of this invention. The front reception unit 1 stores the threshold information of the physical state for each operator described above with reference to FIG. 6 (A), and performs the back switching described above with reference to FIG. 6 (B). Process. Further, the back reception unit 2 performs the transfer instruction process to the back reception unit 2 for the call that the operator 100 is answering as described above with reference to FIG.

  FIG. 11A is an example of a break instruction process or a rest instruction process for the operator 100 in the front reception unit 1. During the processing from step S5 to step S22 in FIG. 11A, the processing other than the processing in step S19 ′ is the same as each processing given the same step number in FIG. Is omitted. The determination unit 133 determines that the sense value of the physical state of the operator 100 has exceeded the threshold range (step S12), and notifies the back reception unit 2 that the sense value has exceeded the threshold range ( In step S16), when the back switching process is performed (step S17), the time measuring means (not shown) in the control unit 13 acquires the current time (step S18).

In the second embodiment of the present invention, after step S18, the determination unit 133 determines whether the user response time of the operator 100 has been shortened (step S19 ′). For example, the reception start time of the call that the operator 100 responded last time is t _A1 , and the time that is stored in step S18 when the call that the operator 100 previously answered is switched back is t _B1. If the call reception start time of t _A2 is t _A2 and the time stored in step S18 when the call this time the operator 100 answers is switched back is t _B2 , the determination unit 133 determines that the operator 100 Whether the current user response time (t _B2 -t _A2 ) is equal to or shorter than the previous user response time (t _B1 -t _A1 ).

  If the user response time of the operator 100 is not shortened, the operator terminal 11 accepts the next user call (step S15). If the user response time of the operator 100 has been shortened, the operator instruction unit 138 determines whether a rest instruction has been received from the control unit 22 of the back reception unit 2 (step S20). If the operator instruction unit 138 determines that a rest instruction has not been received from the control unit 22 of the back reception unit 2, the operator instruction unit 138 instructs the operator 100 to take a break (step S21). If the operator instruction unit 138 determines that a rest instruction has been received from the control unit 22 of the back reception unit 2, the operator instruction unit 138 instructs the operator 100 to rest (step S22).

According to one embodiment of the present invention, after the process of step S19 ′ in FIG. 11A, the operator instruction unit 138 of the front reception unit 1 determines whether the number of breaks of the operator 100 is greater than the allowable number. Thus, when the number of breaks of the operator 100 is not equal to or greater than the allowable number, the operator 100 is instructed to take a break. When the number of breaks of the operator 100 is equal to or greater than the allowable number of times, the operator 100 is instructed to take a break. Good. In addition, according to the embodiment of the present invention, instead of the process of step S19 ′, the operator instruction unit 138 uses the current user response time of the operator 100 (for example, t _B2 −t _A2 ) to respond to the previous user. time (e.g. t _B1 -t _A1) to reduce by shortening time obtained _{(e.g., (t B1 -t A1) -} (t B2 -t A2)) and judged exceeds a threshold time set in advance, the When the shortening time exceeds a preset threshold time, the process may proceed to step S20 described above.
Note that the processing of step S37 to step S42 shown in FIG. 11B is the same as the rest instruction processing for the operator 100 in the back reception unit 2 shown in FIG. The description of is omitted.

  12 and 13 are diagrams showing examples of screen display of the operator terminal according to the second embodiment of the present invention. Mr. A and Mr. D shown in the screen of FIG. The time displayed on the screen (for example, “3: D”, “5: F”, “10: G”, “2: D”) is the time when the back switching process is performed. "User response time" indicates that the time displayed on the screen (for example, "11 minutes", "13 minutes", "14 minutes", "12 minutes") is the user response time. It is shown that. The triangle display indicates that the operator 100 is instructed to take a break. In the screen display example shown in FIG. 12, for example, for the call that Mr. A answered, back switching processing was performed at 3:03 pm and 5:50 pm on the 10th of March. It can be seen that Mr. A is not instructed to take a break since the user response time (13 minutes) at the back switching process in FIG. 8 is not shortened from the user response time (11 minutes) at the back switching process at 3:03 pm. Also, for the call that Mr. A answered, the back switching process was performed at 10 G and 2 D on the afternoon of X 13th, and the user response time at the back switching process at 12 D (12 minutes) ) Has been shortened from the user response time (14 minutes) during the back switching process at 10:00 am, it is understood that Mr. A is instructed to take a break.

  In the screen shown in FIG. 13, whether or not the user response time of each operator 100 has been shortened is indicated by the presence or absence of a circular display, and whether or not each operator 100 is instructed to take a break is indicated by the presence or absence of a triangular display. Whether a rest is instructed is indicated by the presence or absence of a star display. For example, it can be seen from the screen shown in FIG. 13 that Mr. A and Mr. H are instructed to take a break, and Mr. D is instructed to take a rest after instructing the rest.

  FIG. 14 is a diagram showing another configuration example of the operator management system in the call center according to the present invention. In the operator management system in the call center shown in FIG. 14, the control unit 13 includes a normal value acquisition unit 131, a threshold information generation unit 132, a determination unit 133, a telephone transfer unit 134, a user correspondence information acquisition unit 135, and an acceptance information acquisition unit 136. In addition to a takeover unit 137 and an operator instruction unit 138, a takeover information acquisition unit 221, a corresponding time determination unit 222, and a transfer instruction unit 223 are further provided. Among the components included in the operator management system in the call center shown in FIG. 14, those having the same symbols as those in the operator management system in the call center shown in FIG. 1 are provided in the operator management system in the call center shown in FIG. Since it has the same function as each component, detailed description of each component will be omitted.

  In the operator management system in the call center shown in FIG. 14, the determination unit 133 stores the physical state of the operator 100 detected by the sensor set 12 in the threshold information storage unit 15. When the determination unit 133 determines that the physical condition of the operator 100 exceeds the physical condition threshold range of the operator 100, the telephone transfer unit 134 backs up the call. Transfer to the accepting unit 2 (back switch is executed). Further, the telephone transfer unit 134 performs the back switching process according to the transfer instruction notified from the transfer instruction unit 223 of the back reception unit 2 regardless of the physical state of the operator 100. Then, as described above with reference to FIG. 1, the operator instruction unit 138 responds to the time when the operator 100 has responded to the user when the back of the call that has been handled by the operator 100 is performed (user response time). ) To instruct the operator 100 to take a break. Further, the operator instruction unit 138 compares the number of times that the operator 100 is instructed to take a break with the preset allowable number of times, and if the number of times that the operator 100 is instructed to take a break is greater than or equal to the allowable number of times, the operator 100 Instruct to take rest.

It is a figure which shows the structural example of the operator management system in the call center of this invention. It is a figure which shows an example of a sensor set. It is a figure which shows an example of a data structure of the threshold value information memorize | stored in a threshold value information storage part. It is a figure explaining the outline | summary of the 1st Embodiment of this invention. It is a figure which shows an example of the transfer cause information displayed on a screen on an operator terminal. It is a figure which shows the processing flow of the 1st Embodiment of this invention. It is a figure which shows the processing flow of the 1st Embodiment of this invention. It is a figure which shows the example of a screen display of the operator terminal in the 1st Embodiment of this invention. It is a figure which shows the example of a screen display of the operator terminal in the 1st Embodiment of this invention. It is a figure explaining the outline | summary of the 2nd Embodiment of this invention. It is a figure which shows the processing flow of the 2nd Embodiment of this invention. It is a figure which shows the example of a screen display of the operator terminal in the 2nd Embodiment of this invention. It is a figure which shows the example of a screen display of the operator terminal in the 2nd Embodiment of this invention. It is a figure which shows another structural example of the operator management system in the call center of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Front reception part 2 Back reception part 3 CTI apparatus 11, 21 Operator terminal 12 Sensor set 13, 22 Control part 14, 23 Communication part 15 Threshold information storage part 16 User corresponding | compatible information storage part 24, 102 Takeover information storage part 100, 101 Operator 103 Headset 121 Microphone 122 Sphygmomanometer 123 Pulse meter 131 Normal value acquisition unit 132 Threshold information generation unit 133 Determination unit 134 Telephone transfer unit 135 User correspondence information acquisition unit 136 Reception information acquisition unit 137 Takeover unit 138 Operator instruction unit 221 Takeover information Acquisition unit 222 Corresponding time determination unit 223 Transfer instruction unit

Claims (4)

An operator management system in a call center including a front reception unit that receives a call and a back reception unit that takes over the call received by the front reception unit,
In the reception desk above
A sensor for detecting the physical state of the operator of the front reception unit;
Means for comparing the physical state of the operator at the time of call reception detected by the sensor with a threshold set based on a normal value of the physical state of the operator;
Based on the comparison result, means for automatically transferring the call received by the front reception unit and being handled by the operator to the back reception unit;
Means for determining whether or not to instruct the operator to take a break ,
The means for determining whether or not to instruct the operator to take a break is the first elapsed time from when the call received by the operator is received at the front reception unit to when the call is transferred to the back reception unit. Instructing the operator to take a break when the call that the operator has previously answered is less than or equal to the second elapsed time from when the call is received at the front reception unit to when the call is transferred to the back reception unit. <Br / > An operator management system in a call center characterized by The means for determining whether or not to instruct the operator to take a break is set in advance as an elapsed time from when the call received by the operator is received at the front reception unit to when it is transferred to the back reception unit. 2. The operator management system in a call center according to claim 1 , wherein when the elapsed time is equal to or shorter than the allowable time, the operator is instructed to take a break. Comparing the number of times the operator is instructed to take a break with a preset allowable number of times, and providing the operator with instructions for taking a rest when the number of times the operator is instructed to take a break is greater than or equal to the allowable number of times The operator management system in a call center according to claim 1. Physical condition of the operator, the operator management system in the call center according to claim 1 or claim 3, characterized in that said operator's voice frequency, pulse, sweating, a body temperature and / or blood pressure.

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