JP4839268B2 - Call center management system, call center management method, and call center management program - Google Patents

Description

  The present invention relates to a call center management system, a call center management method, and a call center management program, and in particular, a telephone line between each project while observing a load situation on the telephone line for each project in the call center, that is, a congestion degree of power generation. The present invention relates to a technology that can dynamically communicate with each other.

Techniques for alleviating the load of information processing and information communication have been proposed. For example, Patent Document 1 discloses a large number of terminals via the Internet for the purpose of providing a load distribution system, method, and program capable of performing appropriate load distribution processing in accordance with an access state from a terminal device in a computer network system. A load distribution system in a computer network system that accepts access from a device, comprising: a first server group configured to include a plurality of web servers; and a second server group configured to include a plurality of web servers The first server group includes a plurality of web servers storing a plurality of websites set in different subdomains and connected to the Internet in parallel. The second server group includes subdomains, respectively. Multiple websites configured differently A plurality of web servers in which the server is stored are connected to the Internet in parallel, and the plurality of web servers constituting the first server group are set to have different subdomains, and a plurality of web servers constituting the second server group are configured. Each web server is set to have a different subdomain, and each website stored in the web server constituting the first server group, and each website stored in the web server constituting the second server group, The websites corresponding to each other have the same site configuration, and for the access from the terminal device, the web server constituting the first server group and the second server group are configured based on the access state of the access. A load balancing system that is configured to selectively accept access with a web server Such as are disclosed Temu.
JP 2007-94466 A

  By the way, load balancing technology for preventing problems such as a decrease in processing speed due to a load on a network or an application, that is, a load on a computer system, loads on a telephone line in a call center or the like, that is, a customer (calls a call center). This technology is essentially different from the technology to ease the congestion of power generation from customers. In the former case, the influence due to the increase in load appears as, for example, “decrease” in the processing speed, and the processing speed is basically never zero no matter how heavy the load is. On the other hand, in the latter case, for example, if the number of power generation from the customer to the call center exceeds the number of telephone lines prepared in the call center, It is not connected to and cannot make a call at all. That is, in the latter case, the influence of the load appears as a binary result, that is, whether it is possible or not, that is, whether or not connection and call are possible.

  In the latter technique, that is, in the technique for reducing the load on the telephone line in the call center or the like, that is, the congestion degree of the power generation, conventionally, there is only a so-called static problem solving technique. In other words, the technology is as follows. In the call center business, a typical number (for example, a toll-free number starting with 0120) is set for each customer for each specific call center business (hereinafter referred to as a project) and used as the representative number. A contract for a bundle of telephone lines is made in advance from a carrier that provides telephone lines. If the number of power generation exceeds the number of contracted lines, the number of calls that are generated by the call center overflows, and the rate of incoming calls that are connected to the call center's automatic answering device or operator drops significantly, the call center's The administrator instructs the operator to take a response in the “incoming call priority mode (or callback mode)”. Incoming call priority mode support means that the operator or the automatic answering device receives a call from the customer, connects the call, and immediately tells "Please tell me the phone number because I will call you later" It is a response to receive power generation one after another while aborting the call and acquiring a telephone number for calling back. As a result, calls that cannot be connected but are overflowing despite being powered from the outside by the call center can be connected one after another, reducing the degree of congestion and increasing the incoming call rate.

  Alternatively, as another solution, a congestion line, so-called buffer line previously included in the contract from the carrier, is allocated to the busy project, and the number of telephone lines is increased to increase the incoming rate. There is also a technology to make it happen. However, these two load mitigation measures are both static and not dynamic.

  Accordingly, the present invention has been made in view of the above problems, and dynamically adapting telephone lines between the projects while monitoring the load situation on the telephone lines for each project in the call center, that is, the degree of congestion of power generation. The main purpose is to provide call center management technology that can be met.

  The call center management system of the present invention that solves the above problems is provided by a telephone line carrier company in a call center business project, with a plurality of telephone lines used for telephone numbers generated by external customers. A call center management system that performs call center operations, and receives congestion level reference data, which is a standard indicating the degree of power generation congestion, determined for each project from the input interface and stores it in a memory device. Each project read from the reference reception unit, the line usage status data reception unit that receives the line usage status data for each project from the carrier operator's system, and stores it in the operation management database. From each line usage data The incoming rate calculation unit for calculating the incoming rate indicating the rate per unit time when power generation to the number is connected to the call center, and storing the incoming rate in the operation management database as the incoming rate data, and reading from the operation management database In addition, the incoming rate data of each project is compared with the congestion degree reference data read from the memory device, the degree of congestion for each project is determined, and the result is used as congestion status data to correlate to each project. A process for accumulating an empty telephone line owned by another project from another project for a congestion degree determination unit stored in the management database and a project determined to be high by the congestion degree determination unit. A line accommodation request section that generates line accommodation request information to be requested and stores it in a memory, and the line accommodation request. Information is read from the memory, and if the line accommodation request is acceptable, processing is performed to accommodate an unused telephone line held by the other project to the project determined to be highly congested. And a line accommodation processing execution unit.

  Further, in the call center management system, the congestion degree reference data is defined using an incoming rate moving average value obtained by moving and averaging the incoming rate for each unit time over a plurality of unit times, and the incoming rate calculation unit includes: In addition to calculating the incoming rate for each unit time, the incoming rate moving average value obtained by moving and averaging the incoming rate over a plurality of unit times is calculated, stored as incoming rate data in the operation management database, and the congestion degree determination unit Instead of the incoming rate data, the incoming rate moving average value read from the operation management database is compared with the congestion level reference data read from the memory device to determine the degree of congestion for each project, The result may be stored in the line management database as congestion status data in association with each project.

  Further, in the call center management system, each project of the call center business is performed by being distributed to a plurality of call centers, each of the plurality of call centers includes the call center management system, and the line accommodation request unit includes the line accommodation request unit. The request information is transmitted to the call center management system of the other project belonging to another call center, and the line accommodation processing execution unit, when the line accommodation request is acceptable, It is also possible to execute processing for accommodating an empty telephone line held by another project belonging to the call center to the project determined to have a high degree of congestion.

  In addition, the call center management system reads the congestion status data for each project stored in the line management database in the congestion level determination unit, and for a project determined to have a high level of congestion, an operator belonging to the project The terminal receives a caller's phone number from the customer who is the other party of the call, inputs it via the operator's terminal, and then outputs an incoming call priority instruction prompting the customer to repeat the call immediately after informing them that he will call back later The customer information registration that the information received by the operator or the automatic response device is obtained from the operator terminal or the automatic response device from the incoming call priority instruction output unit and the customer who has generated electricity, and is stored in the operation management database. It is good also as providing a part.

  In addition, the call center management system reads the telephone number that the operator or the automatic answering apparatus listens to from the operation management database and calls the operator from the customer who made power, and uses the telephone number to execute the callback process by the operator. It may be provided with a callback standby automatic execution unit that is provided and outputs to the terminal of the operator.

  Further, in the call center management system, the telephone number for the callback is output to the operator's terminal in preparation for callback processing execution. It is good also as providing the power generation block part which performs the process which prevents connecting with an operator.

  The call center management method of the present invention provides a plurality of telephone lines used for telephone numbers generated by external customers in each call center business project provided by a carrier operator of the telephone line. The computer that performs the management of the call center that performs the process of accepting the congestion degree reference data, which is a reference indicating the degree of congestion of power generation, determined for each project from the input interface and storing it in the memory device, and for each project The line usage status data of each project is received from the carrier operator's system and stored in the operation management database, and the line usage status data of each project read from the operation management database is converted to the telephone number of each project. Power generation is connected to the call center, Processing for calculating an incoming rate indicating a ratio for each time period and storing the incoming rate data in the operation management database as the incoming rate data; and the incoming rate data of each project read from the operation management database; Compared with the congestion level reference data, determine the congestion level for each project, store the result as congestion status data in the line management database in association with each project, and the congestion level determination unit A process for generating line accommodation request information for requesting a process for accommodating a free telephone line held by another project from another project for a project determined to be high, and storing the information in a memory, and the line accommodation request. If the information is read from the memory and the line accommodation request is acceptable, The idle telephone line other projects's, a process for executing processing for flexibility to project the congestion degree is determined to be high, a method of performing.

  The call center management program of the present invention provides a plurality of telephone lines used for telephone numbers generated by external customers in each call center business project provided by a carrier operator of the telephone line. A computer that manages the call center that performs the above-described steps, accepting from the input interface congestion degree reference data, which is a standard indicating the degree of congestion of power generation, determined for each project, and storing it in a memory device; Receiving from the carrier operator's system and storing it in the operation management database, and reading the line usage data of each project from the operation management database to the telephone number of each project. Power generation is the call center A step of calculating an incoming rate indicating a ratio per unit time connected and storing the incoming rate data in the operation management database as the incoming rate data; and the incoming rate data of each project read from the operation management database, the memory device Comparing the congestion degree reference data read from the data, determining the degree of congestion for each project, storing the result in the line management database in association with each project as congestion status data, and the congestion degree determination unit Generating a line accommodation request information for requesting a process for accommodating an empty telephone line held by another project from another project for the project determined to be highly congested in the process, and storing the information in a memory; The line accommodation request information is read from the memory, and the line accommodation request is accepted. If it is ability ones, a free telephone line the other projects's, and executing a process of flexibility to the project that the congestion degree is determined to be high, a program for executing the.

  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, call center management is capable of dynamically interchanging telephone lines between the respective projects while observing the load situation on the telephone line for each project in the call center, that is, the degree of congestion of power generation. Can provide technology.

--- 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 management system 100 of the present embodiment. The call center management system 100 (hereinafter referred to as the system 100) has a plurality of telephone numbers used for power generation from external customers (referred to as customers who call the call center, hereinafter the same) in each project of the call center business. This is a management system 100 of a call center 600 that provides a telephone line from a carrier operator A of the telephone line and performs call center operations.

  In addition to the system 100, the call center 600 includes a PBX 601, an automatic answering device 602, a call center manager's computer terminal 603C and the manager's telephone 603P, each operator's computer terminals 604C, 605C and 606C, and each operator's telephone 604P, 605P, 606P, etc. are provided. A PBX (private branch exchange) 601 performs interconnection between telephones 602 and 603P to 606P in the call center 600, connection between the call center 600 and external telephone lines T1, T2, and B. The external telephone lines T1, T2, and B of the call center 600 are provided by a carrier station A that is a telephone line carrier operator by contract. Telephone lines T1 and T2 each represent a bundle of telephone lines used for separate call center business projects (hereinafter simply referred to as projects). It is not possible to make a call by connecting multiple power generations simultaneously on a single telephone line. The computer terminal 603C of the call center manager and the computer terminals 604C, 605C, 606C of the operators are, for example, ordinary personal computers, and these terminals 603C, 604C, 605C, 606C of the present embodiment and the telephones 603P, 604P, 605P and 606P are linked by CTI (Computer Telephony Integration) technology.

  For each project, a “representative number” such as a toll-free number starting with “0120” is set. Under this representative number, a plurality of telephone lines (so-called actual lines) for receiving power from external customers are usually assigned. Further, the telephone line B in FIG. 1 is a so-called buffer line, which is a standby line for congestion provided by the carrier carrier A by contract. In the present invention, these telephone lines T1, T2, and B are called by an operator or administrator of the call center 600 toward an external customer (as opposed to normal connection = incoming call). )). In an actual call center, a telephone line that receives power from a customer may be distinguished from a telephone line for callback, but the present invention separates such an incoming line from a callback line. Even in such a case, the same application is possible. The call center management system 100 can be similarly applied to a case where a telephone communication technology different from a normal telephone line such as VoIP (Voice over Internet Protocol) is used.

  In addition, a call center operator who operates the call center 600 (assuming that name is “Metropolitan Center”) also performs the same call center business in other call centers (not shown) (whose name is “△ ○ purchase window”). Assume that you are doing a project. Since the telephone line of the project in the other call center is also provided by contract from the carrier station A as in the case of the call center 600, the telephone line is shared between these two call centers, and can be used interchangeably during times of congestion. It is possible. Although not shown in the above other △ ○ purchase window call centers, the same call center management system, PBX, automatic answering device, call center manager's terminal as the call center 600, the manager's telephone, each operator's telephone, It is assumed that a terminal and a telephone of each operator are provided.

  The power generation (call) from an external customer to the call center 600 may come from the carrier station A to the PBX 601 (“power generation 1” in the figure), or from other carrier stations B and C to the carrier. There are also cases where it enters via station A ("power generation 2", "power generation 3" in the figure). Power generation from the customer is connected to the PBX 601 via the local exchanges 201, 301, 401 of the carrier stations A to C in order. Each of the carrier stations A to C is provided with various management systems 200, 300, 400 and line connection history databases 202, 302, 402 connected to the intra-office exchanges 201, 301, 401, respectively. In FIG. 1, three carrier stations A to C are illustrated as an example, but the number is not limited to this number.

  The functions of the various management systems 200, 300, and 400 of the carrier stations A to C are a network communication management function, a management function of the local exchanges 201, 301, and 401, and a line usage status data of a project in the call center 600, which will be described later. For example, a storage function.

  Further, the system 100 is connected to various management systems 200 of the carrier station A and call center management systems of other call centers (not shown) via a WAN (Wide Area Network) 500. . The system 100 is connected to a PBX 601 and an automatic answering device 602 in the call center 600, a call center manager terminal 603C, and terminals 604C, 605C, and 606C of each operator via a LAN (Local Area Network). Yes. These connection means are not limited to WAN and LAN, respectively, and may be other types of communication networks.

  As a functional configuration of the system 100, in order to realize a function of executing the call center management method of the present invention, a storage device 101 such as a hard disk drive is provided with a program 102, and the program 102 is read into the memory 103 to be an arithmetic device. It is executed by the CPU 104. The system 100 includes an input interface 105 such as various buttons and an output interface 106 such as a display. The system 100 also exchanges data with external devices such as the various management systems 200 of the carrier station A and the call center management system of the other call center via the WAN 500, or the call center inside the call center via the LAN. Communication device (network management device) 107 that exchanges data with PBX 601 and automatic answering device 602, call center manager's terminal 603C and each operator's terminals 604C, 605C, and 606C. . Further, the I / O unit 108 performs data buffering and various mediation processes between various function units (to be described later) of the system 100 and the communication device 107.

  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 the operation management database 125, the line management database 126, and the PBX management database 127. Each of the databases 125 to 127 may be provided in an appropriate storage device such as a hard disk drive provided in the computer device of the system 100. Alternatively, these databases 125 to 127 may exist on a network (the WAN 500 or the LAN) separately from the system 100. In the latter case, the system 100 includes, for example, a DBMS (Database Management System), accesses the databases 125 to 127 via the network, and executes processing such as information registration and information retrieval. Good.

  Such a system 100 first includes a PBX management unit 150 that manages the operation of the PBX 601. Data related to the operation management of the PBX 601 by the PBX management unit 150 is stored in the PBX management database 127.

  In addition, the system 100 receives congestion degree reference data, which is a reference indicating the degree of congestion of power generation, determined for each project from the input interface 105, and specifically, for example, the operation management database 125 or the like. The congestion degree reference receiving unit 151 is stored.

  The standard indicating the degree of congestion of power generation is determined based on, for example, the SLA (service level agreement) of each project. As a value (parameter) for defining a standard indicating the degree of congestion, an incoming rate, an incoming rate moving average value, or the like can be adopted. The incoming rate and incoming rate moving average will be described later. A specific example of the congestion degree reference data will also be described later.

  In addition, the system 100 receives the line usage status data for each project from the system of the carrier operator A, specifically, the various management systems 200 of the carrier station A, and stores the data in the operation management database 125. A usage status data receiving unit 152 is provided.

  Normally, in the carrier station A that provides a telephone line to the call center, detailed usage data of each telephone line used by the call center is accumulated. In this embodiment, it is assumed that this line usage status data is stored in the line connection history database 202 connected to the various management systems 200 of the carrier station A. Each call center operator can acquire the line usage status data and use it for various analyses.

  Specifically, in this embodiment, the line usage status data receiving unit 152 of the system 100 of the call center 600 extracts the maximum type of data that can be used for various analyzes as one set, and this is extracted as “maximum extraction”. It is acquired from the line connection history database 202 of the carrier station A system as “line usage status data” and stored in the operation management database 125.

  FIG. 2 shows an example of the structure of the maximum extracted line usage status data. This maximum extracted line usage status data is distinguished for each call center (that is, the line usage status data of the call center 600 is distinguished from the line usage status data of the other call centers) and for each project (that is, for each representative number). Then, it is acquired by the line usage status data receiving unit 152. In the example of FIG. 2, the structure of the maximum extracted line usage status data is the data of the total section start time, the total number of outgoing calls, the number of completed calls, the number of busy calls, the number of overtime calls, the number of calls outside the region, the number of over-limits , Nuisance rejection number, waiting abandonment number, waiting number excess number, waiting time excess number, rejected terminal number, accepted call number, overflow call number, non-notification call number, other call number, waiting after completion number, average call time This is a set of records in which data such as average waiting time after waiting and average waiting time abandoned are associated with each other.

  In addition, the system 100 reads power from the line usage status data of each project read from the operation management database 125, specifically, from the maximum extracted line usage status data to the telephone number of each project. An incoming rate calculating unit 153 is provided which calculates an incoming rate indicating a rate per unit time connected to the terminal and stores the incoming rate in the operation management database 125 as incoming rate data.

  Specifically, the incoming rate calculation unit 153 first reads the maximum extracted line usage status data from the operation management database 125 and calculates the minimum number of types necessary for calculating the incoming rate from the read out usage rate data. Data is extracted and stored in the operation management database 125 as “minimum extracted line usage status data”.

  FIG. 3 shows an example of the structure of the minimum extracted line usage status data. The minimum extracted line usage status data is configured for each call center and for each project, like the above-described maximum extracted line usage status data. In the example of FIG. 3, the structure of the minimum extracted line usage status data is the data of the total section start time, the total number of calls, the number of completed calls, the number of busy terminals, the number of rejected terminal calls, the average call time, the total number of calls It is a collection of records associated with data such as the total and the total number of completed calls.

  Here, the total section start time is a start time for each unit time (referred to as “total unit time”) for totaling line usage status data totaled by the carrier station A. The total number of calls is the total number of electricity generated from an external customer or the like for each counting unit time. The number of completed calls is the number of calls made with the automatic answering device 602 or the operator among the total calls. The number of busy calls is the total number of calls that were generated, but the telephone line was not available and could not be connected to the automatic answering device 602 or the operator of the call center 600. The number of rejected terminal calls is the total number of calls generated from undesignated infrastructure. Non-designated infrastructure is, for example, a special power source such as an aircraft, a ship, a satellite, or a specific mobile phone set by the carrier station A. The total number of outgoing calls and the total number of completed calls are data that are preliminarily calculated in order to quickly calculate an incoming rate moving average that will be described later. The total number of outgoing calls and the total number of completed calls are read out from the operation management database 125 by the incoming rate calculation unit 153 to read the maximum extracted line usage status data, and the total number of outgoing calls, the number of completed calls, the number of busy calls, etc. It is calculated when extracting the minimum extracted line usage status data and stored in the operation management database 125.

  Next, an example of a method for calculating the incoming call rate will be described in detail. The definition of the incoming call rate in the present invention is “unit time (unit time for calculating incoming call rate, unit time when power generation to the telephone number of each project is connected to the call center. In order to distinguish it from time, it will be referred to as “the rate of each incoming call rate”), but more specifically, values such as “connection rate” and “response rate” are used as the incoming rate. . The connection rate is a value in which power generation from the outside is connected somewhere in the entire call center 600 including the automatic answering device 602. The response rate is a value in which power generation from the outside is connected to the telephones 603P to 606P of the manager or operator of the call center 600. In the following description, the “incoming rate” refers to the connection rate. However, even if the response rate is used as the incoming call rate, the present invention can be similarly applied.

着信率算出部１５３は、例えば、式（１）に含まれる総発呼数、拒否端末呼数、話中数などの数値を、運用管理データベース１２５に格納された上記最小抽出回線利用状況データから読み取り、式（１）に従い接続率を算出し、着信率データとして運用管理データベース１２５に格納する。 The connection rate can be calculated by the following formula (1) as an example.

For example, the incoming rate calculation unit 153 calculates numerical values such as the total number of outgoing calls, the number of rejected terminal calls, the number of busys, etc. included in the formula (1) from the minimum extracted line usage status data stored in the operation management database 125. Read, calculate the connection rate according to equation (1), and store it in the operation management database 125 as incoming rate data.

  Further, the system 100 compares the incoming rate data of each project read from the operation management database 125 with the congestion degree reference data read from the memory device, specifically, for example, the operation management database 125 or the like. And a congestion degree determination unit 154 that determines the degree of congestion for each project and stores the result as congestion status data in the line management database 126 in association with each project.

  An example of the congestion degree reference data used for the determination of the congestion degree is shown in FIG. In the figure, the busy rate is a value obtained by subtracting the value of the incoming call rate from 100 (%). The higher the busy rate, the higher the congestion level due to external power generation in the telephone line bundle of the project. A specific example of the congestion status data will be described later.

  In the congestion degree reference data shown in FIG. 4, the “overflow state” is a state in which almost all operators are receiving incoming power from outside, and therefore there is no free line in the project. Congestion levels other than “overflow” indicate that there are many operators receiving power from outside, in other words, few operators with handrails in descending order of the busy rate. Indicates that there are two free lines.

  As described above, if an incoming rate such as the connection rate is used as an index indicating the degree of congestion and the degree of congestion is determined for each project, the current load situation of the telephone line for each project in the call center That is, it is possible to perform call center management such as accommodation of a telephone line, which will be described later, while grasping the congestion degree of power generation in real time. As a conventional technology, call center management that predicts the congestion status based on the past data of the telephone line load status (the degree of congestion of power generation) has already been realized, but then only a rough estimate can be made. There wasn't. As in the system 100 of the present embodiment, the number of available telephone lines is increased by accommodating unused telephone lines from other projects or other call centers, or conversely, other projects or call centers with high congestion are called from this project. In the system 100 capable of performing very real-time and dynamic call center management such as interfacing lines, it is not sufficient to predict the degree of congestion from past data. On the other hand, in the call center management system 100 of this embodiment, as described above, the telephone line load status, that is, the degree of congestion can be recognized in real time using the incoming call rate and reflected in the management of the call center. So it is very advantageous.

  In addition, the system 100 may request line processing for requesting a process for accommodating a free telephone line owned by another project from another project for a project determined by the congestion degree determination unit 154 to have a high degree of congestion. A line accommodation request unit 155 that generates request information and stores it in the memory 103 is provided.

  Here, the “project determined to be high in the congestion level determination unit 154” is specifically classified into “overflow state” and “high load” in the congestion level reference data in FIG. 4, for example. Refers to a project.

  In the present embodiment, the generation of the line accommodation request information is automatically executed by the line accommodation request unit 155 of the system 100 based on the determination of the congestion degree in the congestion degree determination unit 154. As a modification, the call center administrator manually inputs an instruction from the administrator terminal 603C, the line interchange request unit 155 receives the instruction from the input interface 105 of the system 100, and the line interchange request unit 155 executes the instruction. It is preferable if possible.

  In addition, it is not always necessary for the system 100 to select a project with a low degree of congestion or a project with an empty telephone line as another project that is a partner for requesting line accommodation. That is, for the time being, a call center management system to which another project that has received the line accommodation request belongs to another project that has received the line accommodation request can accept the line accommodation request. It may be determined whether or not. Judgment of acceptability at that time may be automatically executed by the call center management system to which the other project belongs, based on the congestion level of the own project or the state of the available line, or the call center to which the other project belongs. It is preferable that the administrator can execute it manually. In the processing flow example described later in the present embodiment, when the degree of congestion of a project is low or there is a free line, the system 100 generates and registers information indicating that the line itself can be provided. Yes.

  Further, the system 100 reads the line accommodation request information from the memory 103, and when the line accommodation request is acceptable, the system 100 has a high degree of congestion with an empty telephone line held by the other project. A line accommodation processing execution unit 156 that executes processing to accommodate the determined project.

  Here, in the present embodiment, the line accommodation processing is executed automatically by the line accommodation processing execution unit 156 of the system 100. However, as a modification, the call center administrator manually operates the administrator terminal 603C. It is preferable that an instruction is inputted and the line accommodation processing execution unit 156 receives the instruction from the input interface 105 of the system 100 and the line accommodation processing execution unit 156 can execute the instruction.

  As described above, in the call center management system 100 according to the present embodiment, the telephone lines are dynamically interchanged between the projects while observing the load situation on the telephone lines for each project in the call center, that is, the congestion degree of power generation. It becomes possible to meet. In other words, each project can treat each other's telephone line as if it were shared, and it is possible to dynamically adjust each project's congestion in real time based on the incoming call rate, which is very advantageous. It is.

  Further, in this embodiment, each project of the call center business of the call center 600 is performed by being distributed to a plurality of call centers (call center “Ox customer center” 600 and “Δ ○ purchase window” call center not shown), Each of the call centers includes the call center management system 100, and the line accommodation request unit 155 transmits the line accommodation request information to the call center management system of the other project belonging to the other call center. The line accommodation processing execution unit 156, when the line accommodation request is acceptable, the open telephone line held by another project belonging to the other call center is determined to have a high congestion level. Realize processing that is flexible to To.

  According to this, even between other call centers other than the call center 600 connected via the WAN 500 or the like, calls can be made between the projects while checking the load situation on the telephone line, that is, the congestion degree of power generation. It is possible to dynamically connect lines. In other words, it is very advantageous because it is possible to handle telephone lines among projects belonging to different call centers as if they are shared, and to grasp the degree of congestion of each project in real time based on the incoming call rate, and to dynamically interchange them. It is.

  In addition, the system 100 according to the present embodiment reads out the congestion status data for each project stored in the line management database 126 in the congestion level determination unit 154, and determines the project for which the congestion level is determined to be high. The operator's terminals 604C to 606C are notified of the call back later after obtaining the customer's telephone number from the customer who is the other party of the call and inputting it through the operator terminals 604C to 606C. , The incoming call priority instruction output unit 157 that outputs an incoming call priority instruction, and the information received by the operator or the automatic answering device 602 from the customer who has received power, the operator terminals 604 to 606C or the automatic answering device 602 to obtain the operation management database 125 To pay, and a customer information registration unit 158.

  Here, the “project determined to have a high degree of congestion” refers to a project classified as “overflow” and “high load” in the congestion degree reference data of FIG. 4 as described above. Specifically, it is preferable that the incoming call priority instruction to the terminals 604C to 606C of the operator also displays a specific degree of congestion such as “overflow state” or “high load”.

  In this way, by outputting an incoming call priority instruction to the current telephone line load status, that is, the operator's terminals 604C to 606C of a project with a high degree of congestion, the operator can smoothly wait without receiving an instruction from the administrator. It is possible to perform the response by switching to the “incoming call priority mode”. In the incoming call priority mode, as described above, the customer's telephone number is obtained from the customer who is the other party of the call and entered through the operator terminals 604C to 606C. The service is finished. As a result, calls that cannot be connected but are overflowing despite being powered from the outside by the call center can be connected one after another, reducing the degree of congestion and increasing the incoming call rate. At this time, the telephone number acquired from the customer and input via the operator terminals 604C to 606C is stored in the operation management database 125 by the function of the customer information registration unit 158.

  The incoming call priority instruction as described above is preferably output to the terminal 603C of the administrator. In the present embodiment, the incoming call priority instruction is displayed in the form of a pop-up window, a flashing icon, or the like on the display screens of the administrator terminal 603C and the operator terminals 604C to 606C. In addition, it is preferable to output not only the “result” such as an incoming call priority instruction but also numerical values such as the incoming call rate and busy rate, or the incoming call rate data itself, to the terminal 603C of the administrator. By doing so, for example, the administrator predicts a situation where the degree of congestion is likely to increase after a certain period of time, based on experience, intuition, past data, etc., and manually connects the lines from other projects in advance. This is because it is also possible to arrange.

  In addition, the system 100 according to the present embodiment reads out the telephone number that the operator or the automatic answering apparatus 602 listens to from the operation management database 125 and that is scheduled to call back from the customer who has earned power, and the telephone number is called by the operator. A callback standby automatic execution unit 159 is provided for outputting to the terminals 604C to 606C of the operator in preparation for executing the back process.

  As a result, the operator can very easily move from a normal incoming call service for receiving power from the outside to a callback service to a customer scheduled to be called back.

  In addition, the system 100 according to the present embodiment allows the telephone number for the callback to be output from the external customer in the callback standby state in which the telephone number for the callback is output to the operator terminals 604C to 606C in preparation for executing the callback processing. A power-saving block unit 160 that executes a process for preventing the power-saving from being connected to the operator is provided.

  Specifically, the power generation block process for the operator in the callback standby state is performed by issuing such an instruction from the power generation block unit 160 to the PBX 601 and executing it.

  As a result, the operator in the callback standby state has already output the telephone number for callback to the operator's terminals 604C to 606C, and suddenly receives power from outside even though it is immediately before the callback is executed. Therefore, there is no need to deal with it, and it is possible to smoothly perform callback operations for customers who are scheduled to call back.

---- Modified example using the incoming rate moving average for determining the congestion degree ---
By the way, as described above, there is a problem that the incoming rate expressed by the connection rate, the response rate, and the like greatly fluctuates depending on whether there is one “redial customer”. Here, the “redial customer” is not connected to neither the automatic answering apparatus 602 nor the operator or the manager because the telephone line 600 has a high degree of congestion even though the call center 600 is generating power. It refers to customers who have repeatedly generated electricity. If only one or a few redial customers appear, the incoming call rate drops significantly, and the busy rate rises significantly. Conversely, if the redial customer's power generation is connected to the automatic response device 602 or the operator's or administrator's telephones 603P to 606P, or the redial customer gives up the connection and stops power generation, The incoming call rate greatly increases, and the busy rate decreases greatly.

  There is a demand for a technology that accurately evaluates the level of congestion and busy rate, such as “fake” due to the presence of redial customers, and reflects it in the determination of the level of congestion. Therefore, it is more preferable to use an incoming rate moving average as described below for the determination of the degree of congestion.

  In the case of such a modification, the system 100 defines the congestion degree reference data using an incoming rate moving average value obtained by moving average of the incoming rate per unit time (incoming rate unit time) over a plurality of unit times. In addition to calculating the incoming rate per unit time, the incoming rate calculating unit 153 calculates an incoming rate moving average value obtained by moving and averaging the incoming rate over a plurality of unit times, and receives the operation management as incoming rate data. While being stored in the database 125, the congestion degree determination unit 154 replaces the incoming rate moving average value read from the operation management database 125 with the congestion degree reference data read from the memory device, instead of the incoming rate data. Compare and determine the degree of congestion for each project, and link the results as congestion status data to manage each line And stores it in the database 126.

  FIG. 5 shows an example of the data structure of incoming rate data using the incoming rate moving average stored in the operation management database 125. Item n is a time zone No. indicating the serial number of the start time A of the incoming rate unit time which is the next item. It is. In the example of FIG. 5, the incoming rate unit time is 10 minutes. Items B, C, D, E, I, and J are respectively the total number of outgoing calls (cumulative number of power generations) similar to the maximum extracted line usage status data in FIG. 2 and the minimum extracted line usage status data in FIG. ), Number of completed calls, number of busy, average call duration, total number of outgoing calls, and total number of completed calls. However, the maximum extracted line usage status data in FIG. 2 and the minimum extracted line usage status data in FIG. 3 differ in that the unit time (total unit time) is 1 minute.

  In FIG. 5, the total number of outgoing calls for item I and the total number of completed calls for item J are prepared in order for the incoming rate calculation unit 153 to quickly calculate the incoming rate moving average as described above. Calculated data. The 10-minute average incoming call rate K, the 20-minute average incoming call rate L, the 30-minute average incoming call rate M, and the 60-minute average incoming call rate N are all calculated using the total number of outgoing calls I and the total number of completed calls J. . Item P is a message output to the operator terminals 604C to 606C and the administrator terminal 603C as the incoming call priority instruction. In the example of FIG. 5, when it is determined that the degree of congestion is high based on the incoming rate moving average value, a message “caution” is output to the operator terminals 604C to 606C and the administrator terminal 603C as an incoming call priority instruction.

  In the case of this modification using the incoming rate moving average, in the example of the congestion degree reference data used for the determination of the congestion degree shown in FIG. 4, the busy rate is, for example, from 100 (%) to any of K to N It may be obtained by subtracting the incoming rate moving average value. Alternatively, the busy rate may be calculated by using these incoming rate moving average values K to N in combination. As a result, for example, as in the above-described example, a project classified as “overflow state” and “high load” in the congestion degree reference data is referred to as “a project whose congestion degree is determined to be high by the congestion degree determination unit 154”. It should be specified.

  Alternatively, apart from the congestion level data shown in FIG. 4, it is possible to evaluate the substantial congestion level by removing the influence of the redial customers by a determination method utilizing the characteristics of the incoming rate moving average value in more detail. Good. Specifically, it is performed as follows. That is, in the example of FIG. 8 and no. Compared with 9, the 10-minute average incoming call rate value K sharply decreases from 100% to 22%, but the 60-minute average incoming call rate N increases from 100% to 50%. It is not the rate of decrease. This is probably the time zone no. 9 shows that a redial customer has appeared. Therefore, in such a case, an average incoming call rate over a long period of time such as an average incoming call rate N of 60 minutes is used as the main evaluation criterion. As a result, the incoming call priority instruction of item P is “OK”, in particular, the incoming call priority instruction is It will not be output.

  Next, in the example of FIG. 9 and no. Compared to 10, the 10-minute average incoming call rate value K decreased from 22% to 6%, with a not so steep 16% range, and the 60-minute average incoming call rate N decreased from 50% to 27%. And it is decreasing with a width of more than 10 minutes average. This is no. It is thought that redial customers did not appear in the 10 time zones, but the number of customers who had generated electricity increased, and the degree of congestion increased not genuinely but genuinely. Moreover, both the 10-minute average value and the 60-minute average value indicate very low incoming rates of 6% and 27%, which is very congested and a lot of power generation overflows. Conceivable. Therefore, in such a case, “Caution” is output as the incoming call priority instruction of item P.

  Next, in the example of FIG. 10 and no. Compared to 11, the 10-minute average incoming call rate value K has increased slightly from 6% to 9%, but the value itself is still low, and looking at the 60-minute average incoming call rate N It continues to decrease from 27% to 22%. This is probably because redial customers did not appear, but the true congestion level is still very high and there is a lot of power generation. Therefore, in such a case, “Caution” is continuously output as the incoming call priority instruction of item P. When such a state continues further, or when it is surmised that the degree of genuine congestion further increases and more power generation is overflowing, the incoming call priority instruction of item P is changed from “CAUTION” to “ It is desirable to increase it to “warning”.

  Next, in the example of FIG. 11 and no. Compared with 12, the 10-minute average incoming call rate value K has risen sharply from 9% to 67%, but looking at the 60-minute average incoming call rate N, it has increased from 22% to 32%. Compared to the 10-minute average, it rises in a small range. This is probably the time zone no. 12 indicates that there are no redial customers. Therefore, in such a case, the incoming call rate average value over a short time such as the 10-minute average incoming call rate K is used as the main evaluation criterion, and as a result, the incoming call priority instruction of the item P is returned to “OK”. At this time, if we look at the value of the average incoming call rate N for 60 minutes, it is still very high congestion as 32%, and it seems that a lot of power generation is overflowing, but in this case, A rapid increase in the 10-minute average incoming call rate K is considered to indicate a decrease in redial customers, and it is known that a decrease in the number of redial customers will drastically reduce the actual congestion level. Because.

  In this way, instead of the incoming call rate, the congestion rate is determined using the moving average value of the incoming call rate, so that the degree of congestion and busy rate of “look” due to the presence of redial customers is high. The top and bottom can be accurately evaluated, and the top and bottom of the actual congestion level can be accurately estimated, which is very advantageous. In other words, simply calculating the incoming rate in the incoming rate unit time, the busy rate suddenly increases when redial customers appear, and the congestion level is increased as if the number of customers who are making power increases rapidly. On the other hand, when the number of redial customers disappears, the busy rate suddenly decreases, and the number of customers who make electricity suddenly decreases, so it seems that the degree of congestion has decreased. However, by appropriately using the incoming rate moving average value that is a moving average over multiple incoming rate unit times, the influence of redial customers is appropriately removed, and the actual congestion level is judged instead of the “sham” congestion level. It can be done.

  Each of the functional units 150 to 160 in the system 100 described so far may be realized as hardware, or as a program 102 stored in an appropriate storage device such as the memory 103 or HDD (Hard Disk Drive). You may do that. In this case, the CPU 104 of the system 100 reads the corresponding program from the storage device into the memory 103 and executes it in accordance with the execution of the program 102.

--- Database structure ---
Next, each data structure of the operation management database 125, the line management database 126, and the PBX management database 127 used by the system 100 of the present embodiment will be described. It should be noted that an example of the structure of the maximum extracted line usage status data of the operation management database 125 as shown in FIG. 2 and an example of the structure of the minimum extracted line usage status data of the operation management database 125 as shown in FIG. Is already described, and will be omitted. Also, a structural example of congestion degree reference data of the operation management database 125 as shown in FIG. 4 and a structural example of incoming rate data when the incoming rate moving average value as shown in FIG. 5 is used. Since it already demonstrated, it abbreviate | omits.

  FIG. 6 is a diagram showing data structure examples 1 and 2 of the line management database 126 in the present embodiment. Data structure example 1 is a data structure example of project-specific line status information, and data structure example 2 is a data structure example of telephone line-specific line status information. As shown in FIG. 6, the line management database 126 compares the incoming rate data of each project read from the operation management database 125 by the congestion degree determination unit 154 with the congestion degree reference data read from the memory device. This is a database that determines the degree of congestion for each project and stores the result as congestion status data.

  The line status information 1 by project includes, for example, information such as the project ID, the representative number of each project, the name of the call center to which each project belongs, the number of telephone lines used by each project, the congestion level of each project, and the transfer destination telephone number. It is a collection of associated records. The “basic line” in the number of telephone lines is a telephone line originally assigned to this project, and “borrowed” is a telephone line that is interchanged from other projects. The line status information 2 by telephone line includes the project ID, the representative number of each project, the name of the call center to which each project belongs, the telephone number of each telephone line (actual line), the line status, the line borrowing destination, the degree of congestion of each project, It is a collection of records in which information such as transfer destination telephone numbers is associated. “Basic line” and “borrowing” in the line status are the same as the line status information 1 by project. The two telephone lines with ID003 indicate telephone lines B (see FIG. 1) contracted for backup use, that is, buffers.

  FIG. 7 is a diagram showing data structure examples 1 and 2 of the PBX management database 127 in the present embodiment. Data structure example 3 is a data structure example of a communication processing information table, and data structure example 4 is a data structure example of an operation management information table. As shown in FIG. 7, the PBX management database 127 is a database that stores information for managing the operation of the PBX.

  The communication process information table 3 includes, for example, a process ID with a PBX input terminal No. It is a set of records in which information such as state change time, connection destination, and changed state is associated. The “basic line” in the number of telephone lines is a telephone line originally assigned to this project, and “borrowed” is a telephone line that is interchanged from other projects. The operation management information table 4 is a collection of records in which information such as processing mode IDs, processing modes, and processing execution programs determined by the degree of congestion is associated. Details of each processing mode will be described in a processing flow example described later. In the processing execution setting, the “acceptance request program” is a program that requests other projects for accommodation of telephone lines, and corresponds to the function of the above-mentioned line accommodation request unit 155. The “incoming priority program” is a program corresponding to the functions of the incoming priority instruction output unit 157 and the like. The “callback program” is a program corresponding to the functions of the callback standby automatic execution unit 159, the power generation block unit 160, and the like.

--- Processing flow example ---
Hereinafter, a processing flow example corresponding to the call center management method in the present embodiment will be described with reference to the drawings. Various operations corresponding to the call center management method described below are realized by the program 102 that the system 100 reads into the appropriate memory 103 and executes. Such a program 102 is composed of codes for performing various operations described below. Note that in the following processing flow example, it is assumed that the project for interfacing the call center 600 project with the free telephone line is performed in another call center, and therefore, the free telephone line between the call center 600 and the other call center. A request for accommodation and / or accommodation is executed.

--- Processing flow example 1 ---
FIG. 8 is a flowchart showing an example of an execution procedure 1 of the call center management method of the present embodiment. Here, first, initial setting in the call center management system 100 will be described.

  First, the congestion degree reference receiving unit 151 of the system 100 receives congestion degree reference data, which is a reference indicating the degree of congestion of power generation, determined for each project from the input interface 105. Specifically, it is stored in the operation management database 125 (s100).

  Next, the line usage status data receiving unit 152 of the system 100 receives the line usage status data for each project from the system 200 of the carrier operator A and stores it in the operation management database 125 (s102, s104). Specifically, the various management systems 200 of the carrier operator A receive the request for extraction of the maximum extracted line usage status data from the system 100, and based on this, the request is extracted from the line connection history database 202 of the carrier station A. Extracted and transmitted to the system 100 (s104).

  Next, the incoming rate calculation unit 153 of the system 100 is connected to the call center from the line usage status data of each project read from the operation management database 125 and connected to the call center. An incoming rate indicating a ratio for each (incoming rate unit time) is calculated and stored in the operation management database 125 as incoming rate data (s106).

  Specifically, the incoming call rate calculation unit 153 first reads the maximum extracted line usage status data from the operation management database 125, extracts the minimum extracted line usage status data from the maximum extracted line usage status data, and performs the operation. Store in the management database 125. At that time, when the congestion rate is determined using the moving average of the incoming call rate as in the above modification, each data of the total call total and the total number of completed calls is calculated, and the minimum extracted line usage status data Store as part of. Next, the incoming rate calculation unit 153 reads necessary data from the minimum extracted line usage status data, calculates the incoming rate, and stores the incoming rate in the operation management database 125 as incoming rate data.

  Next, the congestion degree determination unit 154 of the system 100 compares the incoming rate data of each project read from the operation management database 125 with the congestion degree reference data read from the operation management database 125 which is the memory device. The degree of congestion for each project is determined, and the result is stored in the line management database 126 as congestion status data (see FIG. 6) in association with each project (s108).

  With this initial setting flow, as shown in FIG. 6, the current congestion level of each project being executed in the call center 600 is determined. Thus, the process of this flow is finished.

--- Processing flow example 2 ---
FIG. 9 is a flowchart showing an execution procedure example 2 of the call center management method of the present embodiment. Here, processing for branching each project to a processing mode corresponding to each congestion level according to the congestion level determined in the processing flow example 1 will be described.

  First, the program 102 of the system 100 reads out the congestion status data stored in the line management database 126 in step s108 of the processing flow example 1 (s200), and then processes the processing flow example 3 according to the degree of congestion of each project. Branches to the processing of ~ 7 (s202).

  In this embodiment, a series of processes corresponding to one or a plurality of processing modes are automatically selected from the processing modes shown in the operation management table 4 in FIG. 7 according to the degree of congestion of the project. It is branched so that. However, it is preferable to select these processing modes so that a call center administrator or the like can add and / or change manually. FIG. 10 shows a table showing an example of the correspondence between the degree of congestion and the processing mode.

  In each processing mode of FIG. 10, the “acceptance request” is a processing mode in which the system 100 requests other projects to accommodate a telephone line. “Incoming call priority” means that the operator obtains a telephone number of the customer from the customer who is the other party of the call and inputs it through the operator terminals 604C to 606C, and then immediately terminates the call by telling him to call back later. This is a processing mode for responding to the “incoming call priority mode”. “Current status maintenance” is a processing mode for maintaining normal call center operation. “Other processing” means, for example, that an operator or administrator performs various processes other than other processing modes, such as handling e-mails and acting on behalf of other projects and other call center projects. Is the processing mode. “Acceptance” means that there is an empty line in the project (the degree of congestion is other than “overflow”), so in response to a request for accommodation from another project or another call center project, This is a processing mode in which the accommodation permission information is notified to the other projects and other call centers. “Callback” is a processing mode for causing the operators to execute a callback job because there is a handcuffing operator because the degree of congestion is relatively low.

  In the table of FIG. 10, “manual change is possible” is a processing mode that can be executed manually by the judgment of the call center manager or the like. In order to execute these manually executable processing modes, specifically, an administrator or the like inputs each manual processing mode execution instruction from the administrator terminal 603C, the input interface 105 of the system 100, or the like. Thus, the system 100 may be executed.

  Thus, the process of this flow is finished.

--- Processing flow example 3 ---
FIG. 11 is a flowchart showing an execution procedure example 3 of the call center management method of the present embodiment. Here, the processing branched in the case of a project having a congestion level of “overflow” in the processing flow example 2 will be described. In this case, as shown in FIG. 10, the system 100 executes processing centering on the acceptance request and the incoming call priority.

  First, the incoming call priority instruction output unit 157 of the system 100 reads out the congestion status data for each project stored in the line management database 126 by the congestion level determination unit 154, and the project is determined to have a high level of congestion. , The operator's terminals 604C to 606C belonging to the project receive the customer's telephone number from the customer who is the other party and input it through the operator terminal, and then immediately announce the call back later. Is received and an incoming call priority instruction is output (s300). As a result, the operator of this project switches to the incoming call priority mode.

  Next, in the present embodiment, the incoming call priority instruction output unit 157 notifies the administrator terminal 603C that switching to the incoming call priority mode is performed (s302). Thereby, the administrator can also grasp that the operator's response is switched to the incoming call priority mode. Also, it is preferable to output not only the notification of the incoming call priority mode but also numerical values such as the incoming call rate and busy rate to the terminal 603C of the administrator. By doing so, for example, a situation in which the degree of congestion of the project is likely to increase is predicted in advance, and an overflow situation has occurred, such as introducing buffer line B in advance or manually requesting free line exchange to another call center. This is because prevention or the like can be achieved.

  Next, the program 102 of the system 100 determines whether or not there is a free buffer line B allocated to the project (s304), and if there is (s304: YES), the buffer line can be used. In order to request such a change, a request for registration of a line change is transmitted to the various management systems 200 of the carrier station A (s306). The various management systems 200 of the carrier station A receive the line change registration request and perform the change process so that the buffer line B can be used (s308). In this embodiment, when line change registration is executed in steps s 306 and s 308, “line” of the line status information by project stored in the line management database 126 by the program 102 of the system 100. The data of “number” and “line status” of the line status information (see FIG. 6) by telephone line are updated.

  If there is no free buffer line B assigned to the project in step s304 (s304: NO) (or if the buffer line B is still overflowing after introduction), etc. An acceptance request, that is, a line accommodation request is transmitted to the call center (s310). Specifically, the line accommodation request unit 155 generates line accommodation request information, stores it in the memory 103, and transmits it to the call center management system of another call center.

  The call center management system of another call center receives the line accommodation request information transmitted in step s310 (s312), and determines whether the acceptance request is acceptable, that is, whether there is an available idle line ( s314), if it can be accommodated (s314: YES), a notification to the effect of accommodation is transmitted to the system 100 (s316). If it is determined in step s314 that the interchange is not possible (s314: NO), a notification that the interchange is impossible is transmitted to the system 100 (s318).

  The system 100 receives these notifications from the call center management system of another call center, determines whether or not there is a line that can be accommodated (s320), and if it can be accommodated, that is, the line accommodation request can be accepted. In the case (s320: YES), a process of accommodating an empty telephone line held by another project belonging to the other call center to the project determined to have a high degree of congestion is executed. Specifically, the line change registration request process in step s306 is executed. At this time, the various management systems 200 of the carrier station A receive the request for registration of the line change, and change processing is performed so that a free telephone line owned by another project belonging to the other call center can be used (s308).

  In step s320, if the accommodation is not possible, that is, if the line accommodation request is unacceptable (s320: NO), the processing of the system 100 is terminated. In this case, the administrator of the call center 600 Various measures that can be taken in the call center 600 are taken in order to reduce the degree of congestion and increase the incoming call rate.

  Thus, the process of this flow is finished.

--- Processing flow example 4 ---
FIG. 12 is a flowchart showing an execution procedure example 4 of the call center management method of the present embodiment. Here, a process branched in the case of a project having a congestion level of “high load” in Process Flow Example 2 will be described. In this case, as shown in FIG. 10, the system 100 executes processing centering on incoming call priority and acceptance permission.

  First, the incoming call priority instruction output unit 157 of the system 100 reads out the congestion status data for each project stored in the line management database 126 by the congestion level determination unit 154, and the project is determined to have a high level of congestion. , The operator's terminals 604C to 606C belonging to the project receive the customer's telephone number from the customer who is the other party and input it through the operator terminal, and then immediately announce the call back later. Is received, and an incoming call priority instruction is output (s400). As a result, the operator of this project switches to the incoming call priority mode.

  Next, in the present embodiment, the incoming call priority instruction output unit 157 notifies the administrator terminal 603C that switching to the incoming call priority mode is performed (s402). Thereby, the administrator can also grasp that the operator's response is switched to the incoming call priority mode. Also, it is preferable to output not only the notification of the incoming call priority mode but also numerical values such as the incoming call rate and busy rate to the terminal 603C of the administrator. By doing so, for example, a situation in which the degree of congestion of the project is likely to increase is predicted in advance, and an overflow situation has occurred, such as introducing buffer line B in advance or manually requesting free line exchange to another call center. This is because prevention or the like can be achieved.

  Next, the program 102 of the system 100 receives the line accommodation request information transmitted from the call center management system of another call center having a high degree of congestion (s404), and sends a notification that the accommodation is possible in response to the other information. This is transmitted to the call center management system of the call center (s406).

  As described above, the processing of this flow is completed. However, when the degree of congestion is “high load” as in this processing flow example, in order to prevent an “overflow state”, the call center 600 administrator or the like determines Alternatively, the buffer line B may be used manually or a free line interchange request may be made to another call center.

--- Processing flow example 5 ---
FIG. 13 is a flowchart showing an execution procedure example 5 of the call center management method of the present embodiment. Here, the processing branched in the case of a project having a “normal” congestion level in the processing flow example 2 will be described. In this case, as shown in FIG. 10, the system 100 executes processing centering on maintaining the current state, accepting permission, and callback. The process of maintaining the current status only maintains the normal call center process.

  First, the program 102 of the system 100 receives (s500) line accommodation request information transmitted from the call center management system of another call center having a high degree of congestion, and notifies the other call center that the accommodation is possible in response thereto. To the call center management system (s502).

  Next, the callback standby automatic execution unit 159 of the system 100 reads from the operation management database 125 the telephone number that the operator or the automatic answering apparatus 602 listens to in order to call back from the customer who has made power, and the telephone number Is output to terminals 604C to 606C of the operator in preparation for execution of callback processing by the operator (s504). Here, it is not always necessary to execute callback standby for all operators, and for example, only a handrail operator may be targeted.

  Next, the power generation block unit 160 of the system 100 outputs the telephone number for the callback in the callback standby state in which the telephone number for the callback is output to the terminal 604C to 606C of the operator in preparation for executing the callback processing. A process for preventing the power generation from the customer from being connected to the operator is executed (s506). Here, in step s504, the power generation block process may be executed for the operator terminal that is the target of callback standby.

  Thus, the process of this flow is finished.

--- Processing flow example 6 ---
FIG. 14 is a flowchart showing an execution procedure example 6 of the call center management method of the present embodiment. Here, the processing branched in the case of a project with a “light load” congestion degree in the processing flow example 2 will be described. In this case, as shown in FIG. 10, the system 100 executes processing centering on other processing, acceptance permission, and callback.

First, the program 102 of the system 100 executes the above various other processes (s600).
Next, the program 102 of the system 100 receives the line accommodation request information transmitted from the call center management system of another call center with a high degree of congestion (s602), and sends a notification that the accommodation is possible in response to this. It transmits to the call center management system of the call center (s604).

  Next, the callback standby automatic execution unit 159 of the system 100 reads from the operation management database 125 the telephone number that the operator or the automatic answering apparatus 602 listens to in order to call back from the customer who has made power, and the telephone number Is output to terminals 604C to 606C of the operator in preparation for execution of callback processing by the operator (s606). Here, it is not always necessary to execute callback standby for all operators, and for example, only a handrail operator may be targeted.

  Next, the power generation block unit 160 of the system 100 outputs the telephone number for the callback in the callback standby state in which the telephone number for the callback is output to the terminal 604C to 606C of the operator in preparation for executing the callback processing. A process for preventing the power generation from the customer from being connected to the operator is executed (s608). Here, in step s504, the power generation block process may be executed for the operator terminal that is the target of callback standby.

  Thus, the process of this flow is finished.

--- Processing flow example 7 ---
FIG. 15 is a flowchart showing an execution procedure example 7 of the call center management method of the present embodiment. Here, a description will be given of processing branched in the case of a project having a congestion level of “empty” in the processing flow example 2. In this case, as illustrated in FIG. 10, the system 100 executes processing centering on acceptance permission and callback.

  First, the program 102 of the system 100 receives the line accommodation request information transmitted from the call center management system of another call center having a high degree of congestion (s700), and notifies the other call center that the accommodation is possible in response thereto. To the call center management system (s702).

  Next, the callback standby automatic execution unit 159 of the system 100 reads from the operation management database 125 the telephone number that the operator or the automatic answering apparatus 602 listens to in order to call back from the customer who has made power, and the telephone number Is output to terminals 604C to 606C of the operator in preparation for execution of callback processing by the operator (s704). Here, it is not always necessary to execute callback standby for all operators, and for example, only a handrail operator may be targeted.

  Next, the power generation block unit 160 of the system 100 outputs the telephone number for the callback in the callback standby state in which the telephone number for the callback is output to the terminal 604C to 606C of the operator in preparation for executing the callback processing. A process for preventing the power generation from the customer from being connected to the operator is executed (s706). Here, in step s504, the power generation block process may be executed for the operator terminal that is the target of callback standby. Thus, the process of this flow is finished.

  As described above, according to the present embodiment, while looking at the load state on the telephone line for each project in the call center 600 and other call centers, that is, the congestion degree of power generation, between the projects in the call center 600 and other call centers, It is possible to dynamically connect telephone lines.

  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 management system of this embodiment. It is a figure which shows the structural example of the maximum extraction line | wire utilization condition data of the operation management database in this embodiment. It is a figure which shows the structural example of the minimum extraction line | wire utilization condition data of the operation management database in this embodiment. It is a figure which shows the structural example of the congestion degree reference | standard data of the operation management database in this embodiment. It is a figure which shows the structural example of the incoming rate data at the time of using the incoming rate moving average value of the operation management database in this embodiment. It is a figure which shows the data structure examples 1 and 2 of the line management database in this embodiment. It is a figure which shows the data structure examples 3 and 4 of the PBX management database in this embodiment. It is a figure which shows the process flow example 1 corresponding to the call center management method of this embodiment. It is a figure which shows the process flow example 2 corresponding to the call center management method of this embodiment. It is a table | surface which shows a response | compatibility with a congestion degree in the process flow example 2 corresponding to the call center management method of this embodiment, and a processing mode. It is a figure which shows the process flow example 3 corresponding to the call center management method of this embodiment. It is a figure which shows the process flow example 4 corresponding to the call center management method of this embodiment. It is a figure which shows the process flow example 5 corresponding to the call center management method of this embodiment. It is a figure which shows the process flow example 6 corresponding to the call center management method of this embodiment. It is a figure which shows the process flow example 7 corresponding to the call center management method of this embodiment.

Explanation of symbols

100 Call Center Management System 101 Storage Device (Hard Disk Drive)
102 program 103 memory 104 CPU
105 Input Interface 106 Output Interface 107 Communication Device 108 I / O Unit 125 Operation Management Database 126 Line Management Database 127 PBX Management Database 150 PBX Management Unit 151 Congestion Level Receiving Unit 152 Line Utilization Status Data Receiving Unit 153 Incoming Rate Calculation Unit 154 Congestion Degree determination section 155 Line accommodation request section 156 Line accommodation processing execution section 157 Arrival priority support output section 158 Customer information registration section 159 Callback standby automatic effective section 160 Power generation block section 200, 300, 400 Various management systems 201, 301, 401 Local exchange 202, 302, 402 Line connection history database 500 WAN
600 Call Center 601 PBX
602 Automatic answering device 603C Administrator terminal 603P Administrator telephone 604C, 605C, 606C Operator terminal 604P, 605P, 606P Operator telephone T1, T2 Telephone line B Buffer telephone line

Claims (8)

A call center management system in which a plurality of telephone lines used for a telephone number generated by an external customer in each call center business project are provided by a telephone line carrier operator to perform the call center business. ,
Congestion level reference data that is determined for each project and that is a reference indicating the congestion level of power generation from the input interface and stores it in the memory device;
Line usage status data for each project is received from the carrier operator's system and stored in an operation management database; a line usage status data receiving unit;
From the line usage status data of each project read from the operation management database, the incoming rate indicating the rate per unit time that power generation to the telephone number of each project is connected to the call center is calculated, and the incoming rate data An incoming rate calculation unit that is stored in the operation management database as
The incoming rate data of each project read from the operation management database is compared with the congestion degree reference data read from the memory device, the degree of congestion for each project is determined, and the result is used as congestion status data. Congestion degree determination unit, which is stored in the line management database in association with the project,
For the project determined to be high in the congestion level determination unit, generate line accommodation request information for requesting processing for accommodating an empty telephone line held by the other project from another project, and store it in the memory. A line accommodation request section to store;
The line accommodation request information is read from the memory, and if the line accommodation request is acceptable, the unused telephone line owned by the other project is accommodated to the project determined to have a high degree of congestion. It comprises a line accommodation processing execution unit that executes processing,
Call center management system. The congestion degree reference data is defined using an incoming rate moving average value obtained by moving and averaging the incoming rate per unit time over a plurality of unit times,
In addition to calculating the incoming rate per unit time, the incoming rate calculating unit calculates an incoming rate moving average value obtained by moving and averaging the incoming rate over a plurality of unit times, and stores the incoming rate as average rate data in the operation management database. And
The congestion level determination unit compares the incoming rate moving average value read from the operation management database with the congestion level reference data read from the memory device, instead of the incoming rate data, and determines the congestion level for each project. Characterized in that the result is stored in the line management database in association with each project as congestion status data,
The call center management system according to claim 1. Each project of the call center business is performed in a distributed manner in a plurality of call centers,
Each of the plurality of call centers includes the call center management system,
The line accommodation request unit transmits the line accommodation request information to the call center management system of the other project belonging to another call center,
The line accommodation processing execution unit, when the line accommodation request is acceptable, a free telephone line held by another project belonging to the other call center, a project determined to have a high congestion degree It is characterized by executing processing that is flexible to
The call center management system according to claim 1 or 2. Read the congestion status data for each project stored in the line management database in the congestion level determination unit, and for a project determined to have a high level of congestion, from the customer who is the call partner to the terminal of the operator belonging to the project An incoming call priority instruction output unit that obtains a telephone number of the customer and inputs it via an operator terminal and then prompts the customer to repeat the call immediately after informing that the call is to be returned later. ,
The information obtained by the operator or the automatic response device from a customer who has made power is obtained from the operator terminal or the automatic response device, and stored in the operation management database. ,
The call center management system according to any one of claims 1 to 3. From the operation management database, the telephone number that the operator or the automatic answering device listened to is scheduled to be called back from the power-generating customer is read, and the telephone number is output to the operator's terminal in preparation for execution of callback processing by the operator The callback standby automatic execution unit is provided,
The call center management system according to claim 4. The telephone number for the callback is output to the operator's terminal in preparation for executing the callback process. In the callback standby state, the power generation from an external customer is connected to the operator. It is characterized by having a power-generating block unit that executes processing to prevent,
The call center management system according to claim 5. In each call center business project, there is a computer that manages a call center that performs call center operations by providing a plurality of telephone lines used for telephone numbers generated by external customers from a telephone carrier. ,
A process of accepting congestion degree reference data, which is a standard indicating the degree of congestion of power generation, determined for each project from the input interface, and storing it in a memory device;
The process of receiving line usage data for each project from the carrier operator's system and storing it in the operation management database;
From the line usage status data of each project read from the operation management database, the incoming rate indicating the rate per unit time that power generation to the telephone number of each project is connected to the call center is calculated, and the incoming rate data And storing in the operation management database as
The incoming rate data of each project read from the operation management database is compared with the congestion degree reference data read from the memory device, the degree of congestion for each project is determined, and the result is used as congestion status data. The process of storing in the circuit management database in association with the project,
For the project determined to be high in the congestion level determination unit, generate line accommodation request information for requesting processing for accommodating an empty telephone line held by the other project from another project, and store it in the memory. Processing to store,
The line accommodation request information is read from the memory, and if the line accommodation request is acceptable, the unused telephone line owned by the other project is accommodated to the project determined to have a high degree of congestion. A process to execute the process;
The call center management method characterized by performing. In each call center business project, multiple telephone lines used for telephone numbers generated by external customers are provided by telephone line carrier operators to a computer that manages the call center that performs the call center business. ,
Receiving congestion degree reference data, which is a standard indicating the degree of congestion of power generation, determined for each project from the input interface, and storing it in a memory device;
Receiving line usage status data for each project from the carrier operator's system and storing it in an operation management database;
From the line usage status data of each project read from the operation management database, the incoming rate indicating the rate per unit time that power generation to the telephone number of each project is connected to the call center is calculated, and the incoming rate data Storing in the operation management database as
The incoming rate data of each project read from the operation management database is compared with the congestion degree reference data read from the memory device, the degree of congestion for each project is determined, and the result is used as congestion status data. Storing in the circuit management database in association with the project;
For the project determined to be high in the congestion level determination unit, generate line accommodation request information for requesting processing for accommodating an empty telephone line held by the other project from another project, and store it in the memory. Storing, and
The line accommodation request information is read from the memory, and if the line accommodation request is acceptable, the unused telephone line owned by the other project is accommodated to the project determined to have a high degree of congestion. Executing the process;
A call center management program characterized in that

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