JP5202006B2 - Call center system - Google Patents

Description

  The present invention relates to a call center system for contacting a customer via a telephone in a financial / securities company, and in particular, when a customer has a complaint, an operator can appropriately respond to improve customer satisfaction. The present invention relates to a call center system.

[Description of Background Art: FIG. 13]
In a financial / securities company, a call center system based on CTI (Computer Telephony Integration) that automatically responds to a voice by a computer is constructed as a system for dealing with a customer who makes a call for an inquiry or order.

A general call center system will be described with reference to FIG. FIG. 13 is a schematic configuration diagram of a general call center system.
As shown in FIG. 13, the call center system includes a call center server 1 ′, a database 2 ′, a Web server 3 ′, a terminal 4, an extension telephone (internal telephone network in the figure) 5, and a LAN 6. An external telephone (in the figure, an external telephone network) 8 is connected. In the example of FIG. 13, the database 2 ′ and the Web server 3 ′ are connected via the network 7.

  The call center server 1 'is connected to the external telephone 8 and the internal telephone 5, and has an automatic voice response (IVR) function. Then, voice guidance is output to the telephone that the customer has called using the external telephone 8, and the corresponding processing is performed based on the PB (Push Button) signal input from the customer's telephone. If necessary, take over the call to the operator.

  The database 2 ′ is “customer information” that is information related to the customer, “contact history” that is a record when the operator contacts the customer, and information that indicates which customer has made a call for what purpose and “received power”. Information such as “information” is stored.

  When receiving a request from the terminal 4 via the LAN 6 and the network 7, the Web server 3 'searches the database 2' to acquire information according to the request and outputs the information to the terminal 4. The call center server 1 ' And based on the request from the terminal 4, the power receiving information, the contact history, and the customer information are registered in the database 2 ′.

The terminal 4 is a terminal device operated by an operator.
The extension telephone 5 is a telephone device used by an operator and is associated with the terminal 4.
The operator talks with the customer by telephone while looking at the customer information and the power reception information displayed on the screen of the terminal 4, makes an order from the terminal 4, and handles the complaint by the extension telephone 5.

[Business flow]
This section outlines the business flow in a call center system.
In the call center system, when a customer calls the call center via an external telephone, the call center server 1 'performs an automatic voice response, and classifies and responds to the purpose of the customer according to the PB signal input from the customer. Processing is performed, and when the operator's action is required, the connection is switched to the extension telephone 5 of the operator.
The operator operates the terminal 4 to display customer information using the customer code input by the customer as a key, makes a necessary response by calling with the customer, and contacts the database 2 'via the Web server 3'. Register the history.

[Prior art documents]
As a prior art regarding a system for managing contact with a customer in a financial / securities company, there is JP-A-2005-25665 (Patent Document 1).
In Patent Document 1, an access history that a customer has accessed through various channels such as a storefront, a telephone, an e-mail, and a homepage is stored in association with person-in-charge information of the customer. Customer access to search the database in response to periodic requests, and output to the terminal if there is an access history corresponding to the person in charge information and notify the person in charge to improve business efficiency and customer service An information notification system is described.

Japanese Patent Laying-Open No. 2005-25665

  However, in the conventional call center system, when the operator receives a complaint from the customer such as “It did not operate as input from the PB” or “It was not connected to the operator”, the operator who received the complaint Can't guess why the system did not work as expected, and couldn't guess why the system didn't work as expected by the customer. There was a problem that dissatisfaction remained.

  The present invention has been made in view of the above circumstances, and when an operator receives a complaint call from a customer, based on the contents of the customer's operation, the cause of the malfunction of the system can be estimated. It is an object of the present invention to provide a call center system capable of smoothly proceeding with business by appropriately responding and improving customer satisfaction.

The present invention for solving the problems of the conventional example described above is that the operator operates the terminal and the extension telephone, and receives a telephone call from the customer and responds with voice, and the operator response is based on the inputted PB data. If necessary, call processing means for processing to take over the call to the extension telephone, a database for storing data, and a database based on a request from the terminal are searched. A call center system including a search means for displaying and outputting the received data on the requesting terminal, and when the call processing means receives power, the automatic voice response program is activated, and the call reception time and the caller telephone number Is stored in the memory, and it is determined whether or not there has been a PB input of the department number, customer code, and password. If there is no PB input, the call is disconnected. If there is a PB input, the PB input is entered. The contents are stored in the memory, and it is determined whether or not the contents of the PB input are normal. If the PB input is not normal but an input error, it is determined whether or not the number of input errors in the power reception exceeds the specified number. If it exceeds, the power reception time, the caller's telephone number and the PB input contents stored in the memory and the termination due to input error are stored as power reception information in the database, and If the PB input is normal, it is determined whether or not the content of the PB input is an operator takeover menu. If the PB input is an operator takeover menu, the power reception time and call for the power reception held in the memory are determined. original phone number and PB input content, and accumulates as receiving information in a database that is terminated by the operator takes over, takes over the call to an operator, When the search means receives a power reception date / time and / or customer code and power reception information search instruction from the terminal, the search means searches the database, reads the power reception information corresponding to the power reception date / time and / or customer code, and reads the PB data. The power receiving information including the contents of the message is displayed and output to the requesting terminal.
Further, according to the present invention, in the call center system, the call processing means includes, as the PB input content, an “input sequence” indicating the number of input operations in the power reception for each input operation, and an automatic voice response program. A feature is that a set of data including “program processing number” indicating which guidance is input and “customer PB input data” which is an input PB input by the customer is stored in a memory. .

According to the present invention, when a call is received , the call processing means activates an automatic voice response program, stores the call reception time and the telephone number of the caller in the memory, and stores the store number, customer code, and PIN code PB. It is determined whether or not there is an input. If there is no PB input, the call is disconnected. If there is a PB input, the contents of the PB input are held in the memory, and it is determined whether or not the contents of the PB input are normal. Is not normal and is an input error, it is determined whether the number of input errors in the power reception exceeds the specified number of times, and if it exceeds, the power reception time and the caller If the telephone number, PB input content, and termination due to input error are stored as power receiving information in the database, the call is disconnected, and if the PB input is normal, the PB input content is stored in the operator takeover menu. If it is an operator takeover menu, the power reception time, the caller's telephone number and the PB input contents stored in the memory, and the completion of the operator takeover are stored in the database. When it is stored as power reception information, the call is handed over to the operator, and the search means inputs a power reception date and / or customer code and power reception information search instruction from the terminal, the database is searched, and the power reception date and / or Since the call center system reads out the power reception information corresponding to the customer code and displays the power reception information including the contents of the PB data on the requesting terminal, the operator did not operate as expected by the customer. When receiving a complaint to the effect, display the power reception information of the customer on the terminal, refer to the PB input content, We can guess the cause of the failure and explain it to the customer. If there is an input error by the customer, we can respond to the complaint accurately by providing advice on the input operation. Can be promoted smoothly and customer satisfaction can be improved.
Further, according to the present invention, the call processing means uses the “input sequence” indicating the number of input operations in the power reception for each input operation as the PB input content and the guidance of the automatic voice response program. Since the call center system stores in the memory a set of data consisting of a “program processing number” indicating whether or not the data has been input and “customer PB input data” which is an input PB input by the customer, the customer It is possible to memorize all the operation contents of the PB input performed by each call.

[Summary of Invention]
Embodiments of the present invention will be described with reference to the drawings.
In the call center system according to the embodiment of the present invention, when the call center server (call processing means) calls the call center, the customer's operation content (PB input content) is stored in the power receiving information of the database. When the web server (retrieval means) requests power reception information from the operator's terminal, the power reception information of the customer is read from the database and displayed on the terminal so as to be viewable. When receiving a request, it is possible to refer to the power reception information, know the customer's operation content and IVR processing for the customer, and provide an operational advice to the customer. It is.

[Configuration of this call center system: Fig. 1]
A configuration of a call center system according to an embodiment of the present invention will be described with reference to FIG. FIG. 1 is a configuration block diagram of a call center system (present system) according to an embodiment of the present invention.
As shown in FIG. 1, this system has substantially the same configuration as the conventional call center system shown in FIG. 13, and includes a call center server 1 that is call processing means, an information server 2, and a Web server 3 that is search means. A terminal 4, an extension telephone 5, and a LAN 6, the information server 2 and the Web server 3 are connected to the LAN 6 via the network 7, and the call center server 1 is connected to the customer via the external telephone network 8. An external telephone 9 is connected. The call center server 1, the information server 2, and the Web server 3 are partially different from the conventional processes.

  The call center server 1 performs an automatic voice response to the customer's telephone as in the conventional case, classifies the customer's request, and performs a corresponding process. As a feature of this system, when there is a call from a customer, the operation content (PB input content) of the customer is stored in the database via the information server 2 for each call. The configuration of the call center server 1 will be described in detail later.

The information server 2 includes a database, and stores customer information, contact history information, and power reception information in the database. The information server 2 inputs / outputs data to / from the database.
In particular, as a feature of the present system, operation details (PB input content) performed by the customer for each call are stored in the power reception information.
The customer information and the power reception information stored in the database will be described in detail later.

  The web server 3 provides various information through the information server 2 so as to be browsed in response to an instruction from the terminal 4. For example, in response to an instruction from the terminal 4, a customer attribute screen for displaying customer attributes, a daily report creation screen for supporting daily report creation, or confirmation of the power reception status for confirming the customer's power reception status, which is a feature of this system Display the screen.

  The reception desk and the order desk are places where an operator in charge of reception or ordering performs business, and the operator responds to a call from a customer. A terminal (client) 4 operated by an operator and an extension telephone 5 are associated with each other at the reception desk and the order desk. The terminal 4 is connected to the call center server 1 via the LAN 6, and the extension telephone 5 is connected to the call center server 1 via the extension telephone network. The association between the terminal 4 and the extension telephone 5 is managed by the call center server 1. In this system, a power reception status confirmation screen showing the contents of the customer's PB input is displayed on the terminal 4 in accordance with an operator instruction.

[Server configuration: Fig. 2]
Here, the configuration of each server will be described with reference to FIG. FIG. 2 is a schematic explanatory diagram illustrating a schematic configuration of the server.
The above-described call center server 1, information server 2, and Web server 3 are all configured by computers. As shown in FIG. 2, a general configuration includes a control unit 11, a main memory 12, a storage unit 13, A database 14 and an interface unit 15 are provided.

  The control unit 11 includes a CPU (Central Processing Unit) and the like, and includes various processing means. Each processing means is realized by the CPU developing and starting a processing program stored in the storage unit 13 in the main memory 12.

The main memory 12 functions as a work memory for the control unit 11 and holds data necessary for processing.
The storage unit 13 is configured by a hard disk or the like, and stores a processing program of the control unit 11, data, parameters, and the like.
The database 14 stores tables and various data.
The interface unit 15 performs data conversion for connecting to a network such as a LAN or the Internet.

[Configuration of Call Center Server 1: FIG. 3]
Next, as a specific example of the server described above, a functional configuration realized by the control unit 11 of the call center server 1 will be described with reference to FIG. FIG. 3 is a schematic explanatory diagram showing a functional configuration of the call center server 1.
As shown in FIG. 3, the functional configuration of the call center server 1 includes an ODBC (Open Data Base Connectivity) function 21, an ACD (Automatic Call Distribution) server function 22, and an automatic voice response function ( An IVR (Interactive Voice Response) 23, a line control function 24, an extension board 25, an outside line board 26, an operator information database 27, an operator information server function 28, and a memory 29 are provided.
Each function is a processing means realized by starting a program in the control unit 11 shown in FIG.

The automatic voice response function 23 responds by voice when receiving power from the customer, outputs voice guidance, performs processing based on the PB signal input from the customer's telephone, and distributes calls. For example, when an operator's action is required, an instruction is output to the ACD server function 22 to connect to the operator's extension telephone 5.
In particular, in this system, the automatic voice response function 23 retains the PB input content made by the customer when receiving power from the customer, and stores it in the database of the information server 2 as power reception information.

The ACD server function 22 manages the status of each operator's extension telephone 5 and terminal 4 and distributes the call to the appropriate operator's extension telephone 5.
The line control function 24 controls connection of the extension telephone 5 and the extension telephone 9 via the extension board 25 and the extension board 26.

The operator information database 27 stores information related to operators.
The operator information database server function 28 inputs / outputs information to / from the operator information database 27.
The ODBC function 21 functionally connects the automatic voice response function 23, the ACD server function 22, and the operator information database server function 28 so as to coordinate processing in each function.
The memory 9 corresponds to the main memory 12 shown in FIG. 2, and stores an operator state and a line state.
Note that servers other than the call center server 1 are each provided with processing means for realizing necessary functions.

[Information stored in the database]
Next, customer information and power reception information stored in the database of the information server 2 will be described. In the database, customer information is stored in a customer table, and power reception information is stored in a power reception status management table.

[Customer table: Fig. 4]
First, the customer table memorize | stored in the database of the information server 2 is demonstrated using FIG. FIG. 4 is a schematic explanatory diagram of a customer table.
The customer table has the same configuration as the conventional one. As shown in FIG. 4, for each customer, information on the customer such as department code, customer ID, customer name, password, telephone number (TEL), gender, occupation, etc. (Customer information) is stored.

[Power reception status management table: FIG. 5]
Next, the power reception status management table stored in the database of the information server 2 in FIG. 1 will be described with reference to FIG. FIG. 5 is a schematic explanatory diagram of a power reception status management table.
As shown in FIG. 5, the power reception information management table stores a power reception date and time, a power reception dial, a department store code, a customer code, an input PB, and an end state as power reception information for each call from a customer. The received power information is written in the database of the information server 2 by the automatic voice response function 23 of the call center server 1 when there is a call from a customer.

In particular, the item “input PB” is a characteristic part of this system, and stores all data of PB input operation contents performed by the customer for each call.
Further, in the “end state”, the automatic voice response function 23 stores how each call is ended. For example, the third power reception shown in FIG. In addition, the fourth power reception is completed by the operator takeover. “Input missover” indicates that the call has been disconnected due to an input error exceeding the specified number of times.

[About input PB column]
The contents of the input PB data in the power reception status management table will be described with reference to FIG. FIG. 6 is an explanatory diagram showing the contents of data of the input PB in the power reception status management table.
The example of the input PB shown in FIG. 6 is the power receiving input PB shown in the third part of FIG.
In the input PB, for each input operation, three types of data “input sequence”, “program processing number”, and “customer PB input data” are stored as a set.

More specifically, the “input sequence” is data indicating the number of input operations, and the first input is represented as S1, the second input as S2, the third input as S3,. .
The “program processing number” is data indicating which process has been input, that is, which guidance of the automatic voice response function is input. In the program processing number, F01 is a process when a department code is input, F02 is a process when a customer code is input, and F03 indicates a process when a password is input.
“Customer PB input data” is input PB input by the customer.

The first input PB data in FIG. 6 is “S1-F01-111”, which indicates that “the first input is“ 111 ”in the process when inputting the department code”. ing.
Similarly, the second data is “S2-F02-1111111”, which indicates that “second time input,“ 1111111 ”was input in the process at the time of customer code input”.

In addition, the third to fifth data indicate that the customer “has input“ 234 ”in the password input process in the third to fifth inputs”.
In this call, the customer determines that all of the third input to the fifth input are input errors, and the call is disconnected as “input miss over” as shown in FIG.
Screen display performed using data stored in the power reception status table will be described later.

[Processing when input is normal: FIG. 7]
In describing the operation of this system, it is assumed that a customer calls an order dial in the call center 1 in order to place an order.
First, the processing of the call center server 1 when there is a normal input when receiving power from a customer will be described with reference to FIG. FIG. 7 is a flowchart showing the processing of the call center server 1 when it is correctly input at the time of power reception.
As shown in FIG. 7, the call center server 1 starts an automatic voice response program (automatic voice response function) (102) when receiving power from a customer (here, "order dial") (100), A voice message “Please enter the department number” is output automatically.

When “111” is input as a department number from a customer by PB (104), the call center server 1 outputs a voice message “Please enter customer code”. When “1111111” is input as a customer code from the customer (106), a message “Please enter your PIN” is output with automatic voice.
When “1234” is input as a personal identification number from the customer (108), the call center server 1 refers to the customer table, and the personal identification number stored in correspondence with the customer code is stored in the personal identification number. If it matches, the operator connects to the order desk operator and takes over the call (110).
When the customer's input is correct, the processing of the call center server 1 is performed in this way, and the order is transferred to the operator of the order desk.

[Example of complaint]
When the PB is input normally, the process shown in FIG. 7 is performed, but the process may not be performed as expected by the customer due to a mistake in the operation of the customer. Here, a case will be described as an example in which the customer calls the general reception dial again and complains that “the user dialed the order dial but did not succeed”.

  In this case, when the customer makes a call to the general reception dial, the call is processed by the automatic voice response function 23 of the call center server 1, and the automatic voice response function 23 is a call that requires an operator response based on the contents of the customer's PB input. Judgment and take over the telephone reception to the reception desk operator. At this time, data such as a customer code input by the customer is sent to the terminal 4 of the operator.

  The operator displays customer information on the terminal 4 based on the customer code entered by the customer, displays power reception information if necessary, and makes a call with the customer while viewing the screen to respond to the complaint. Register the results in the daily report. It is possible to display the customer information on the terminal 4 without the operator's operation under the control of the call center server 1.

[Normal work screen: Fig. 8]
First, a normal business screen displayed on the operator's terminal 4 will be described with reference to FIG. FIG. 8 is an explanatory diagram of a normal business screen displayed on the operator's terminal 4.
As shown in FIG. 8, the normal business screen is composed of a customer attribute screen and a daily report creation screen.
On the customer attribute screen, customer attribute information related to the caller customer is displayed, and a button for instructing the display of “power reception status” is provided. When the display of the power reception status is instructed, the power reception status of the customer can be viewed.

The daily report creation screen records the contents of the contact with the customer, and the operator writes a specific situation as a contact date and time, a power receiving dial, a contact partner, and further remarks. The daily report creation screen is provided with a “save” button, and when a save instruction is input, the daily report is saved.
The display format and input format of the customer attribute screen and daily report creation screen may be stored on the terminal 4 side.

The operation in displaying the normal business screen will be described.
When the operator inputs an instruction for normal business screen display from the terminal 4 and enters a customer code, the terminal 4 requests the customer information of the customer from the Web server 3. Or, when the operator inputs an instruction to display the normal business screen from the terminal 4, the terminal 4 requests the customer information of the customer from the Web server 3 using the customer code received when the call is taken over from the call center server 1. You may make it do.

  When the Web server 3 requests the customer attribute of the customer from the information server 2 and acquires the customer attribute, it generates the customer attribute screen by incorporating the received customer attribute data into the display format of the customer attribute screen. A customer attribute screen is displayed and output on the original terminal 4. When the screen format is provided on the terminal 4 side, the process of incorporating and combining the customer attribute data on the screen is performed by the terminal 4.

The operation when creating a daily report will be described.
When a save instruction is input on the daily report creation screen, the terminal 4 associates the content written on the daily report creation screen with the customer code displayed on the customer attribute screen, and as information of contact history information 2 Output to. The information server 2 stores the received contact history information in a database.
In this way, the daily report described by the operator is stored as contact history information.

[Confirmation of power reception status: Fig. 9]
Next, a display example when there is a request for “power reception status” on the normal work screen will be described with reference to FIG. FIG. 9 is a schematic explanatory diagram illustrating a display example of a power reception status confirmation screen.
As shown in FIG. 9, in the power reception status confirmation screen, an area for inputting a search condition is provided. The search condition includes a department store, a customer code, a telephone number, a power reception date and time, and the like. When at least one search condition among these conditions is input and the “Search” button is pressed, the received power information stored in the information server 2 is searched, and the received power information that matches the condition is extracted. Is displayed.

The operation in displaying the power reception status confirmation screen will be described.
When a search condition and a search instruction for power reception information are output from the terminal 4 to the Web server 3, the Web server 3 searches the power reception status management table in the database of the information server 2 using the search condition as a key and matches the conditions. Extract power reception information. Then, the power reception information extracted in the format of the power reception status confirmation screen is incorporated and output to the requesting terminal 4, and the power reception status confirmation screen is displayed on the terminal 4.

In the example of FIG. 9, a customer code and a power reception date / time are input, and a search instruction is input.
Here, the information displayed in the third and fourth of the power reception status is information indicating the power reception status of the customer. The fourth power reception information (6/1 12:00) indicates call information that the operator is currently responding to.

The content of the phone call at the 4th call is a complaint against the failure to connect to the order desk at the time of the 3rd call (6/1 11:00). With reference to the information displayed in the third place, the customer is inferred why the telephone is not connected to the order desk in the problem of receiving power (6/1 11:00).
Specifically, in the power reception (6/1 11:00), the reason for termination is “input missover”, and the third to fifth PB input contents are logged with only three digits in the password input. Therefore, it is considered that the leading PB input is too early.

Therefore, the operator explains to the customer that “PB input timing at the time of password input is too early, so please input PB after the guidance of“ Enter PIN ””.
In this way, the operator can provide advice in an appropriate manner in response to customer complaints. Further, a satisfactory explanation can be obtained for the customer, and it can be reflected in future PB input operations so as not to perform inappropriate input operations.

[Processing of call center server 1: FIG. 10]
Next, processing of the call center server 1 when receiving power from a customer will be described with reference to FIG. FIG. 10 is a flowchart showing processing of the call center server 1 at the time of power reception.
As shown in FIG. 10, when receiving power from the customer (300), the call center server 1 activates an automatic voice response program (302), and stores the power reception time and the telephone number of the caller in the memory. Then, PB input is accepted as PB input processing (304).

The call center server 1 determines whether or not there is a PB input from the customer (306). If there is no input, the call center server 1 disconnects the call and ends the process.
If there is a PB input in the process 306, the call center server 1 holds the PB input content in the memory and determines whether the input is normal (308).
If there is an input mistake, the call center server 1 determines whether the number of input mistakes exceeds the specified number (320). If not, the call center server 1 returns to the process 304 and accepts the PB input again.

  When the number of input mistakes exceeds the specified number in the process 320, the call center server 1 stores all the PB input contents stored in the memory together with the power reception time and the caller telephone number regarding the power reception. 2 and stored as power reception information in the power reception status management table of the database of the information server 2. Then, the call center server 1 disconnects the call and ends the process.

  If the input is normal in the process 308, the call center server 1 determines whether or not the PB input content is an operator takeover menu (310), and if it is not an operator takeover menu, that is, the department code, customer code If it is an input of a personal identification number or the like, the process proceeds to processing 304 and further receives a PB input.

If the PB input content is the operator takeover menu in the process 310, the call center server 1 stores all the PB input content in the database of the information server 2 together with the power reception time and the caller telephone number stored in the memory. The received power information is stored (312).
Then, the call center server 1 takes over the call to the operator (314) and finishes the automatic voice response process.
In this way, processing at the time of power reception by the call center server 1 is performed.

[Work by operator: Fig. 11]
Next, the flow of work by the operator will be described with reference to FIG. FIG. 11 is a flowchart showing a business flow by the operator.
As shown in FIG. 11, when the operator takes over the call from the automatic voice response function of the call center server 1 (START), the operator operates the terminal 4 to operate the basic customer information screen (corresponding to the “customer attribute screen” described above) and A daily report creation screen is displayed (200), and customer information is acquired.

  Then, the operator determines whether the purpose of the customer is a complaint regarding PB input in a call with the customer (202). If the customer's purpose is a complaint regarding PB input, the operator opens the power reception status screen shown in FIG. 9 (210), and while looking at the screen, guesses the reason why the process did not carry out as expected and handles the complaint (212). Processes 200 and 212 are operations newly added in the present system.

If it is not a complaint relating to PB input, the operator responds while viewing the screen as it is, and creates and saves a daily report on the daily report creation screen (214). The daily report created by the terminal 4 is stored in the database of the information server 2 as contact history information.
In this way, the operator's work is performed.

[Display processing of input PB data]
When displaying the power reception status confirmation screen, the Web server 3 converts the “input PB” data included in the power reception information acquired from the information server 2 into display data, and outputs it to the terminal 4 so that it can be viewed. Processing in this case will be described with reference to FIG. FIG. 12 is a flowchart showing the conversion process of input PB data when the power reception status confirmation screen is displayed in the Web server 3.
As shown in FIG. 12, when the Web server 3 obtains the power reception information from the information server 2 in response to a request from the terminal 4, it takes out the data of the input PB (400).
Then, the Web server 3 sequentially acquires from the first character and determines whether there is a character string “S?” (406).

  If there is a character string “S?”, The Web server 3 converts it into a character string indicating the corresponding sequence number (408). The character string stored in the power reception status management table and the display character string are stored in association with each other in advance.

Then, the Web server 3 acquires a character string “F ??” (410) and converts it to a character string representing a processing name corresponding to the read “F ???” (412).
Further, the Web server 3 acquires the subsequent character string up to “:”. That is, the input PB data “xxxx” and “:” are acquired (414), and the sequence number, process name, and input PB conversion data are held for the sequence.
Then, the Web server 3 proceeds to processing 406 and similarly converts the next sequence into a display character string.

  If there is no character string “S?” In the process 406, the Web server 3 determines whether or not all the input PB records of the read power reception information have been converted (420). Then, the process proceeds to the process 400, the record of the next input PB is acquired, and the same process is performed.

If it is determined in the process 420 that all input PB records have been converted, the Web server 3 combines the converted data and incorporates it into the screen data together with the power reception information of other items, and displays a power reception status confirmation screen. Combine (420) and output to the terminal 4. In this way, the conversion process of the PB input data in the Web server 3 is performed.
When the screen display format is provided on the terminal 4 side, the conversion process shown in FIG.

  In the system of the above embodiment, the call processing means is a call center server, the search means is a Web server, and the database is in the information server. However, the configuration of the present invention is limited to this. is not. That is, for example, the functions of a call processing unit, a search unit, and an information server can be provided in one server, and a database can be connected to the server.

[Effect of the embodiment]
According to the call center system according to the embodiment of the present invention, when the call center server 1 receives power from a customer, the information server uses the contents of the PB input made by the customer as power reception information in addition to the power reception date and time and the customer code. When the Web server 3 receives a search key such as a customer code and a power reception date and a search instruction for power reception information from the terminal 4 operated by the operator, the search is performed. Since the power reception status management table is searched based on the key and the power reception status confirmation screen including the contents of the input PB performed by the customer is displayed on the terminal 4, there is a complaint related to the PB operation from the customer. In such a case, the operator confirms the customer's input PB with reference to the power reception status of the customer of the complaint, and guesses why the process did not proceed as expected by the customer. Can be explained to the customer, there is an effect that it is possible to improve the customer satisfaction accurately with the corresponding smoothly advance the work in the claims.

  Further, according to the present system, the call center server 1 holds the data of the input PB in addition to the conventional power reception information and stores it in the information server 2, and the Web server 3 Since the screen format of the confirmation screen is provided and the input PB data acquired from the information server 2 is converted to be viewable and the power reception status confirmation screen is output to the terminal 4, the processing of the call center server 1 and the Web server 3 This can be realized only by changing a part thereof, and can be realized at a low cost.

  INDUSTRIAL APPLICABILITY The present invention is suitable for a call center system that can improve the satisfaction of a customer by allowing an operator to appropriately respond to a complaint from a customer.

1 is a configuration block diagram of a call center system (this system) according to an embodiment of the present invention. It is a model explanatory drawing which shows schematic structure of a server. 2 is a schematic explanatory diagram showing a functional configuration of a call center server 1. FIG. It is a model explanatory drawing of a customer table. It is a model explanatory drawing of a power receiving condition management table. It is explanatory drawing which shows the content of the data of the input PB in a power receiving condition management table. It is a flowchart figure which shows the process of the call center server 1 when it inputs correctly at the time of power reception. It is explanatory drawing of the normal business screen displayed on the operator's terminal. It is a schematic explanatory view showing a display example of a power reception status confirmation screen. It is a flowchart figure which shows the process of the call center server 1 at the time of power reception. It is a flowchart figure which shows the flow of the operation | work by an operator. It is a flowchart figure which shows the conversion process of the input PB data in the case of the power reception status confirmation screen display in the Web server 3. It is a schematic block diagram of a general call center system.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 1 ... Call center server, 2 ... Information server, 3 ... Web server, 4 ... Terminal, 5 ... Extension telephone, 6 ... LAN, 7 ... Network, 8 ... Outside line telephone network, 9 ... Outside line telephone, 11 ... Control part, 12 ... Main memory, 13 ... Storage unit, 14 ... Database, 15 ... Interface unit, 21 ... ODBC function, 22 ... ACD server function, 23 ... Automatic voice response function, 24 ... Line control function, 25 ... Extension board, 26 ... External board 27 ... Database, 28 ... Operator information server, 29 ... Memory

Claims (2)

A terminal and an extension telephone operated by an operator;
Upon receiving a call from the customer and responding with voice, it is determined whether or not an operator response is necessary based on the input PB data, and if necessary, the call is transferred to the extension telephone. Call processing means;
A database for storing data;
A call center system comprising: search means for searching the database based on a request from the terminal, and displaying and outputting the searched data on the requesting terminal;
When the call processing means receives power, it starts an automatic voice response program, stores the time of receiving power and the telephone number of the caller in the memory, and whether or not there is a PB input of the department number, customer code, and PIN If there is no PB input, the call is disconnected, and if there is a PB input, the contents of the PB input are held in a memory to determine whether the contents of the PB input are normal,
If the PB input is not normal but an input error, it is determined whether or not the number of input mistakes in the power reception exceeds a specified number of times, and if it exceeds, a power reception time related to the power reception held in the memory and The caller's telephone number, PB input contents, and termination due to input error are stored as received information in the database, and the call is disconnected.
When the PB input is normal, it is determined whether or not the PB input content is an operator takeover menu. When the PB input is an operator takeover menu, the power reception time and the call source of the power reception stored in the memory are determined. The telephone number, PB input contents, and completion of the operator takeover are stored as received information in the database, the call is taken over to the operator,
When the search means inputs a power reception date and / or customer code and power reception information search instruction from the terminal, it searches the database and reads the power reception information corresponding to the power reception date and / or customer code. Then, the call center system characterized in that the power reception information including the contents of the PB data is displayed and output to the requesting terminal.   The call processing means, as the PB input content, shows, for each input operation, an “input sequence” indicating how many times the input operation is in the power reception, and which guidance of the automatic voice response program is input. The call center system according to claim 1, wherein a set of data consisting of a "program processing number" to be displayed and "customer PB input data" which is an input PB input by the customer is stored in a memory.

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