JP5241286B2 - Call center support system - Google Patents

Description

  The present invention relates to an operator support system in a call center or the like, and more particularly to a call center support system that anyone can immediately respond to in a short period of education.

  Conventionally, each company has set up a call center that accepts and responds to various telephone inquiries and consultations on services and products provided by the company. In this call center, an operator responds to inquiries and consultations from customers while referring to documents describing business contents, services, products, etc. of companies according to the contents of the inquiry and consultation. In such a conventional system, an input screen for inputting customer information and inquiry contents is displayed on the terminal screen, and the customer is handled while inputting the input screen. In addition, in order to respond quickly to these inquiries and consultations, we have created a collection of answers that contain a large number of answer examples for frequently asked questions (FAQs) and possible inquiries and consultations. It is often distributed to operators.

  In addition, in order to respond to various inquiries and consultations of customers, an automatic answering system that introduces a call to a more specialized operator has been introduced.

Japanese Unexamined Patent Publication No. 2006-74706

  In recent years, there are various inquiries and consultations from customers to companies. In order to respond quickly to these inquiries and consultations, it is necessary to train specialized operators. For example, a lack of operator skills leads to a decline in response quality, which reduces customer satisfaction and significantly reduces the corporate image. On the other hand, these problems also lead to a decrease in motivation for operators, an increase in the turnover rate, and a shortage of specialized operators.

  However, it takes a lot of time and money to train specialized operators, and there is a need for a support system that anyone can immediately respond to in a short time. For example, in response to various situations, it is effective to provide an easy-to-understand explanation of the contents of questions and answers that an operator should present to a customer, or a support system that can respond flexibly to various needs of customers.

  Accordingly, an object of the present invention is to provide a call center support system in which anyone can quickly respond to various requests of customers.

  In order to achieve the above object, a call center support system according to the present invention provides an operator terminal operated by an operator who is in contact with a customer via a telephone line, and provides a customer response screen via the communication line to the operator terminal. A call center support server that acquires and manages various types of information, the call center support server includes a center control device that controls the call center support system, and a center storage device that stores various types of information. A display device for displaying the customer service screen; and an input device for inputting information relating to the customer service screen. The customer service screen includes a plurality of item selection buttons indicating work items of an operator arranged according to a work flow. Operation flow screen area, the conversation document presented to the customer by the operator, and the conversation document A response input area including an answer input field, and the center control device provides a requested customer response screen based on a request from the operator terminal, and selects the item selection button. In response, the display content of the corresponding input area is switched to the display content corresponding to the selected item selection button.

  According to the present invention, the corresponding input area including the conversation document with the customer and the customer input field is automatically switched based on the selection of the item selection button displayed in the flowchart format. This makes it possible for even an inexperienced operator to uniformly serve customers, and anyone can quickly respond to various customer requests.

  The call center support system according to this embodiment will be described in detail below with reference to FIGS. In the following description, the same parts and arrows are denoted by the same reference numerals, and redundant description is omitted.

  First, a schematic configuration of a call center support system according to this embodiment will be described with reference to FIG. Here, FIG. 1 is a schematic configuration diagram of a call center support system according to this embodiment.

  In FIG. 1, the call center support system according to this embodiment forms a call center 1 in a pair with a telephone exchange system 50 that connects an inquiry from a customer to an operator via a telephone line. The call center support system provides a plurality of operator terminals 10 connected via an intranet 2 in a company, and provides various information to the operator terminals 10 to support the operators, and various types of information input at the operator terminals 10 The call support server 20 stores and manages information, and the customer management system server 30 manages customer information. On the other hand, the telephone exchange system 50 includes an operator telephone terminal 51 used by an operator, and an automatic answering system 52 that accepts from the customer telephone 4 via the telephone line 3 and selects and connects a plurality of operator telephone terminals 51. Consists of. In this automatic answering system 52, an operator wears a handset 54 connected to a telephone body 53 constituting a telephone terminal 51 via a cord on the head, and operates the operator terminal 10.

  The operator terminal 10 can employ an extremely general personal computer. For example, in this embodiment, a monitor device 11 for displaying various information, a terminal main body 15 configured by housing a communication device 12, a storage device 13, and a control device 14 in a housing, and the terminal main body 15 And an input device composed of a keyboard 16 and a mouse 17 for performing the above operations and inputs.

  The call support server 20 is the main body of the call center support system. The application server 21 that activates the call center support system and a database of frequently asked questions called image information and FAQ (Frequently Asked Question). The storage device 22 further stores information such as inquiry contents acquired from the operator terminal 10.

  The customer management system server 30 provides customer information to various terminals on the intranet 2, or collects and stores customer information from these various terminals, and stores these customer databases. And a customer management server 32 that enables updating and calling of the customer database of the storage device 31. In this embodiment, the call support server 20 is appropriately connected to a customer management system server 30 that manages customer information of the customer via the intranet 2 to exchange customer information.

  Further, in this call center support system, an administrator terminal 40 that can update or search the operation states of a plurality of operator terminals 10 and information stored in the call support server 20 is connected via the intranet 2.

  One of the major features of the call center support system according to this embodiment is that the operation flow screen area 110 displays the screen operation procedure 111 on the customer response screen 100 displayed on the operator terminal 10, and the operation flow screen. And a response input area 150 in which display contents are switched in accordance with the screen operation procedure displayed in the area 110.

  That is, in this embodiment, the screen operation procedure 111 is composed of a plurality of item selection buttons 112 arranged corresponding to the operation procedure. Based on the selection of the item selection button 112, the corresponding display content is displayed in the corresponding input area 150. In addition, when the necessary input in the corresponding input area 150 is completed, the processed selection mark 113 is attached to the item selection button 112. The response input area 150 includes a conversation document 151 in which the content of the story provided by the operator to the customer is displayed in a sentence format, and a customer input field 152 for inputting customer information corresponding to the conversation document 151. Displayed in pairs.

  Thus, in this embodiment, since the conversation document 151 in which the operator has a conversation with the customer and the customer input field 152 accompanying the conversation document 151 are paired, even an unfamiliar operator can view the conversation document 151. Therefore, unified customer service is possible. In addition, since the customer input field 152 is switched based on the selection of the item selection button 112 displayed in a flowchart format, even if it is operated according to the screen operation procedure 111, an unfamiliar operator can uniformly serve customers. In addition, since the outline of these customer service contents can be grasped by looking at the screen operation procedure 111, the necessary customer input field 152 is provided by operating the item selection button 112 in response to the customer's appearance. It can be displayed as needed. In addition, since the completion of the input in the customer input field 152 is marked on each item selection button 112, forgetting to input can be eliminated.

  One of the other major features of the call center support system according to this embodiment is that a branch mark for branching the flow corresponding to the input content between the item selection buttons 112 arranged corresponding to the operation procedure. 114 is provided. That is, in this embodiment, when the procedure (contents to be asked) is different depending on the customer's answer, the branch mark 114 indicating that the flow is different according to the input of the related customer input field 152 is displayed in the screen operation procedure 111. Provided. According to this embodiment, since only necessary information can be presented to the customer and acquired, the response time can be shortened. Further, the operator can automatically move to the corresponding flow by inputting the customer's answer content as it is, and therefore does not need to understand the customer's answer content, and therefore does not require skill.

  Another major feature of the call center support system according to this embodiment is that the search area 170 in the question collection database (FAQ) is displayed on the customer response screen 100 together with the operation flow screen area 110 and the response input area 150. It is in the point displayed on the screen. Thereby, it is possible to promptly respond to customer questions.

  Another major feature of the call center support system according to this embodiment is that it is possible to select whether or not to display the operation flow screen area 110 on the customer response screen 100. As a result, the skilled operator can delete the operation flow screen area 110 and use the response input area 150 in an enlarged manner.

  Hereinafter, the call center support system according to this embodiment will be described in more detail with reference to FIGS. Here, FIG. 2 is a screen configuration diagram of the operator terminal 10.

  In FIG. 2, in this embodiment, when the operator terminal 10 is in the logon state 200, the customer service execution flow 210 for operating the customer response screen 100 operated by the operator and the editing of the customer response screen 100 are mainly performed. The manual editing flow 220 and the statistical function flow 230 for executing statistical processing can be operated. In this embodiment, whether or not the flow can be operated is recorded in the storage device 22, and whether the operator's ID number and ID password input at the time of logon match the contents stored in the storage device 22. It is determined whether or not these flows are operable.

  For example, a normal operator who operates the operator terminal 10 can launch only the customer service execution flow 210, and an operator of an administrator class or an administrator who operates the administrator terminal 40 has a manual editing flow 220 and a statistical function flow 230. Can be launched.

  The customer service execution flow 210 includes a customer service execution flow 210 including a menu display 231, a customer service screen display 232, a response input display 233, a search area display 234, a search area best 3 display 235, and a customer attribute display 236. Operation can be started. Further, in manual editing 220, menu management editing 221 that can set and edit the display content of the menu display 231; customer response screen editing 222 that can set and edit the display content of the customer response screen display 232; Customer input area editing 223 that allows setting and editing of display contents of area display 233, search area editing 224 that allows setting and editing of display contents of search area display 234, and display contents of search area best 3 display 235 It is possible to start up a manual edit screen including a search area best 3 edit 225 that can set and edit a customer attribute edit 226 that can set and edit the display contents of the customer attribute display 236. Further, the function statistics flow 230 includes a route recording 231 for outputting route statistics of contents input in the customer service execution flow 210 and a evidence history 232 for displaying a history certifying the contents input in the customer service execution flow 210. The statistical function screen can be started up.

  In the following description, the customer service execution flow 210 which is the main body of this call center support system will be further described.

  First, with reference to FIG. 3, the customer response screen 100 which is the main body of the customer service execution flow 210 will be described in detail. Here, FIG. 3 is a screen configuration diagram of the customer response screen.

  In FIG. 3, in this embodiment, when logged on at the operator terminal 10 and the customer service execution flow 210 is selected on a selection screen (not shown), the control device 14 of the operator terminal 10 causes the application server 21 of the call support server 20. The customer response screen 100 is acquired through the communication device 12 and displayed on the monitor device 11. In this embodiment, the customer service execution flow 210, manual editing flow 220, and statistical function flow 230 are executed by the application server 21 in response to the operation of the operator terminal 10, and the executed contents are sent to the monitor device 11 of the operator terminal 10. indicate. Therefore, the execution operation of this call center support system is performed by the application server 21 of the call support server 20.

  In this embodiment, when the customer service execution flow 210 is selected, the application server 21 generates a window-type customer response screen 100 shown in FIG. 3 and displays it on the display screen of the monitor device 11. The customer-facing screen 100 includes a band-shaped user confirmation display area 101 arranged at the top and a work area 102 that occupies the lower side of the user confirmation display area 101. The user confirmation display area 101 is provided with a user name input at the time of logon, an operation time display unit 103 for displaying an elapsed time and a hold time counted from the logon state, a hold time display unit 104, and a process end key 105. Yes.

  On the other hand, the work area 102 is an area that displays an operation flow screen area 110, a response input area 150, a search area 170, a menu area 180, and a customer information display area 190 that can be launched in the customer service execution flow 210 in a window format. is there. In this embodiment, each area that can be displayed in the work area 102 can be selected and displayed. A customer-facing screen 100 shown in FIG. 3 shows a screen that displays all areas set in the initial setting.

  In the initial customer-facing screen 100, a menu area 180 is arranged on the left side of the screen, a customer information display area 190 and a search area 170 are arranged side by side on the upper right side of the screen, and an operation flow screen is arranged on the lower right side of the screen. An area 110 and a response input area 150 are arranged.

  In general, the operator's line of sight moves from the top to the bottom and from the left to the right to grasp the entire screen. For right-handed operators who occupy a large number, operability is improved by inputting on the right side while referring to the left side. Therefore, if each region is arranged according to these principles, visibility and operability can be improved. Therefore, in this embodiment, the menu area 180 that is operated first on the customer-facing screen 100 and determines the work contents of other areas is arranged on the entire left side of the screen independently of the other areas. The visibility and operability of the menu area 180 are improved. In the area on the right side of the screen, a customer information display area 190 for displaying customer information as base information of this system is arranged at the upper left, and below that, a screen operation procedure 111 indicating the entire operation flow and an input operation are displayed. The response input areas 150 for performing are arranged side by side. In particular, according to this embodiment, since the upper left base information can be confirmed and input can be performed on the right side while referring to the left operation flow, visibility and operability can be improved. Further, by arranging the search area 170 to be operated if necessary, the search area 170 is arranged without affecting the visibility and operability of the operation flow screen area 110 and the response input area 150 that are frequently used. ing.

  The menu area 180 is an area for determining the work content of the customer-facing screen 100. As a search table of contents 181 for searching for this work, “new insurance subscription”, “continuation of insurance” or other frequently used work is selected. A selection character string 182 such as “Frequently used menu” is provided. These selected character strings 182 are displayed by selecting a desired work content from among them when a selection operation (hereinafter referred to as a selection operation) is performed with a cursor and a window (not shown) is opened to display selectable work content. If so, the work content can be executed.

  Further, a search character string input field 183 and a search key 184 are prepared as means for searching for work contents. When the user inputs a keyword to be searched by matching the cursor with the search character string input field 183 and operates the search key 184, the application server 21 searches the storage device 22 and displays the work content in the answer field 185. In this embodiment, the history information display field 186 can be displayed as necessary. These can be set in the “Frequently Used Menu”.

  On the other hand, in the customer information display area 190, the customer information managed by the customer management system server 30 is read and displayed by the call support server, and “customer number, telephone number, name, address, etc. are displayed.

  The operation flow screen area 110 displays inquiries and input work determined for each work content in a flow format, and a plurality of item selection buttons 112 provided corresponding to the response input area 150 are used as work procedures. Therefore, the screen operation procedure 111 is provided. When this item selection button 112 is selected and operated, the item selection button 112 is highlighted, and the display content of the response input area 150 changes correspondingly. Therefore, the item selection button 112 and the response input area 150 are a pair.

  For example, FIG. 3 shows a simple screen example for sending a guide letter to a customer. In this example, the screen operation procedure 111 is made up of four item selection buttons 112 including “guidance”, “confirmation of delivery”, “confirmation of address”, and “delivery to home”, and one branch mark 114. It is shown. Therefore, there are four response input areas 150 corresponding to the item selection buttons 112. Further, one branch mark 114 indicates that either “confirm address” or “send to home” is selected by inputting the customer's answer in “confirm delivery”.

  In this embodiment, for items for which input is indispensable, an essential item mark 115 is displayed on the item selection button 112, and the flow is set not to end unless the input with the essential item mark 115 is completed. . Further, the completed mark 113 is attached to the item selection button 112 for which the input has been completed. The case of FIG. 3 shows that all inputs have been completed.

  In this embodiment, in order to correspond to the length of the screen operation procedure 111, scroll bars 116 are provided on the right side and the lower side of the area.

  In the response input area 150, a plurality of conversation documents 151 in which the content spoken by the operator is written and a customer input field 152 for inputting a customer's answer to the conversation document 151 are arranged in pairs. Here, it is desirable that the customer input field 152 is to select a specific answer from a plurality of options so that statistics can be easily obtained. In order to realize this, the customer input field 152 is selected with a radio button or the like. In addition, as shown in FIG. 3, an input area 152 may be provided, and an answer may be directly input to the input area 152.

  Further, on the upper part of the response input area 150, a point to be noted as a precaution of customer service for an unskilled operator is written, thereby enabling uniform customer service. Furthermore, the conversation document 151 is a selected character string 153 in which important words and unfamiliar words are highlighted, and setting the cursor to the selected character string 153 allows the explanation to be displayed in proximity. Has been.

  This response input area 150 is provided with a next button 154 on the right side at the bottom. By selecting this next button 154, the operation proceeds to the response input area 150 corresponding to the next item selection button 112. it can. A vertical scroll bar is provided on the right side of the response input area 150.

  In the search area 170, frequently asked questions corresponding to the contents displayed in the response input area 150 are sequentially displayed. When there is a lot of display content, the cursor is moved to this search area 170 to expand this area and display all the contents. Depending on the input items, a search character input field (not shown) is provided, and a keyword is entered in the search character input field to execute a search.

  The contents of the response input area 150 in FIG. 3 indicate the response input area corresponding to the “guidance” item selection button 112 for convenience of explanation.

  Next, based on the operation flow of the customer response screen 100 of FIG. 4, the operation method of this embodiment will be further described with reference to the screen diagrams of FIGS. FIG. 4 is an operation flowchart of the customer response screen. 5 to 8 are screen transition diagrams of the customer response screen. In the following explanation, the introduction of specific products and the flow of sending materials will be explained as an example.

  In FIG. 5, when such an introduction service is performed, the introduction service selection character string 182 is selected from the search table of contents 181 in the menu area 180. When this selection operation is executed, the application server 21 calls the corresponding image data from the storage device 22, acquires the corresponding customer list from the customer management system server 30, and becomes the initial screen of the customer correspondence screen shown in FIG. 100a is generated and displayed on the monitor device 11 of the operator terminal 10 (step 301). In the customer correspondence screen 100a of FIG. 5, since the item selection button 112 is not selected, nothing is displayed in the response input area 150.

  Here, in this embodiment, the introduction service is first selected from the search table of contents 181 in the menu area 180, but after calling the customer information on the initial screen, the work contents are retrieved from the search table of contents 181 of the menu area 180. You may make it select. In this case, only the customer information display area 190 is displayed on the initial screen, and the operation flow screen area 110 and the response input area 150 are blank. When the work content is selected from the search table of contents 181, the process proceeds to step 301.

  In this customer-facing screen 100a, the user confirmation display area 101 displays the user name entered at logon, the elapsed time counted from the logged-on state of the operation time display unit 103, and the hold time on the hold time display unit 104. Yes.

  The call support server 20 monitors whether or not the item selection button 112 has been pressed (step 302). When the specific item selection button 112 is selected, the call support server 20 highlights the pressed selection item button 112 (step 303), and responds with the response input content corresponding to the pressed selection item button 112. It is displayed in the input area 150 (step 304), a question corresponding to the display content of the response input area 150 is displayed in the search area 170 (step 305), and an input in the response input area 150 is accepted (step 306). ).

  The customer-facing screen 100b shown in FIG. 6 shows a state where “guidance” that is the first item selection button 112 is selected. In this state, the operator calls the customer's telephone number displayed in the customer information display area 190 via the telephone exchange system 50. When the customer responds via the customer telephone 4, the customer's answer obtained from the conversation input 151 is input to the customer input field 152 while reading the conversation document 151 in the response input area 150. This customer input field 152 is selected by radio buttons, and a selection operation can be easily performed. When the operator finishes inputting the response input area 150, the operator may select the next button 154.

Further, since the selected character string 153 is highlighted and embedded in the conversation document 151 in the response input area 150, if the cursor is placed on the selected character string 153, for example, “repurchase price” in FIG. This detailed description is displayed adjacently. In addition, the search area 170, because the frequently asked questions at the step of this "guidance" is automatically displayed, Together we cursor in the search area 170, the answer of the question content is displayed. Therefore, the operator can immediately respond to the customer's question in a flexible manner without switching the screen.

  The call support server 20 monitors whether or not the customer response screen 100b next button 154 has been pressed (step 307). When the next button 154 is pressed, it is determined whether or not all the customer input fields 152 in the response input area 150 have been input. (Step 308), it is further determined whether or not there is a branching designation in the customer input field 152 of the response input area 150 (Step 309).

  In this embodiment, the item selection button 112 is designated for each of a plurality of answers in a specific customer input field 152. If there is such a customer input field 152 that is specified to branch, the process proceeds to step 313, and if there is no customer input field 152, the call support server 20 proceeds to the next step 310. Since there is no such designation in the customer input field 152 corresponding to “Guidance” shown in FIG.

  In the screen operation procedure 111 according to this embodiment, unless otherwise specified, or unless the operator selects the item selection button 112, the flow is executed from top to bottom according to the flow. Accordingly, when the next button 154 is selected and operated in FIG. 6, the process proceeds to “confirm delivery” of the next item selection button 112 of “guidance”. In this step 310, “confirm delivery” It is determined whether or not the item selection button 112 has a completed mark (step 309).

  If there is no next item selection button 112 without an end mark, the call support server 20 proceeds to step 311; if there is a next item selection button 112 without an end mark, the call support server 20 automatically selects the next item selection button 112 without an end mark. select. In FIG. 6, since “confirm delivery” has not been input yet, the item selection button 112 of “confirm delivery” is automatically selected on the customer correspondence screen 100c in FIG.

  In the response input area 150 corresponding to “confirm delivery” on the customer response screen 100 c shown in FIG. 7, the delivery destination of the material is presented to the customer from the operator, and the answer is input by the operator via the customer input field 152. Further, the next button 154 is selected and operated. In this embodiment, branching is specified in the customer input field 152 of this “confirm delivery”. According to step 309, since the call support server 20 is “home”, the information already known is “home”. "Send to" is selected, and the item selection button 112 of "confirm address" for listening to the address is automatically selected if it is other than home (step 313). However, since "address confirmation" may have been input, this is determined in step 314. If the completion mark 113 is added, the process proceeds to step 310. If not, the process returns to step 313. It is.

  In the response input area 150 corresponding to “confirm address” on the customer response screen 100 d shown in FIG. 8, the operator asks the customer “address of address”, and the operator inputs the answer via the customer input field 152. Further, the next button 154 is selected and the connection of the telephone exchange system 50 is cut off.

  Since there is no branch designation in the “address confirmation” customer input field 152 (step 309) and there is no next item selection button 112 without the end mark 113 (step 310), the call support server 20 is indispensable. The item selection button 112 determines whether or not there is a completed mark 113 (step 311). If there is an item selection button 112 without the completed mark 113, the item selection button 112 is automatically selected (step 315). Proceeding to step 303, if there is no item selection button 112 without the completed mark 113, the contents entered in the operation flow screen area 110 are stored (registered) in the call support server 20, and the step is terminated.

  In addition, although it has been described that the step is ended after the step 312, in this embodiment, the inquiry is sequentially made in the order of a predetermined customer list, so that the following information is displayed in the customer information display area 190. The same flow can be executed by fetching customer information. The description is omitted here.

  Next, the confirmation flow for the substitute will be described with reference to FIGS. Here, FIG. 9 and FIG. 10 are screen transition diagrams of the confirmation flow of the substitute.

  9, the basic screen transition flow of the operator terminal 10 of the call center support system according to this embodiment has been described with reference to FIGS. Here, the confirmation flow of the substitute often encountered in the call center support system will be further described. FIG. 9 and FIG. 10 are screen transition diagrams regarding confirmation of the substitute. 9 and 10, only the operation flow screen area 110 and the response input area 150 are shown for easy understanding, and the other areas are almost common and the description is omitted.

  In FIG. 9, when products are introduced via the telephone, the operator often encounters when the intended customer is away even if he / she makes a telephone call. In such cases, it is important to create an opportunity for the next contact opportunity. The operation flow described below is an operation flow for generating the next contact chance in the call center support system according to this embodiment.

  In the screen operation procedure 111 according to this embodiment, the “opening” for confirming whether the target customer is at home, the “presentation” for introducing the outline of the product, and the response obtained in this “presentation” It consists of a flow for further negotiation. Here, this embodiment is characterized by an operation flow when there is no target customer.

  That is, in FIG. 9A, when the “opening” item selection button 112 on the customer response screen 100e is selected, a response document 151 confirms whether the target customer is at home or not in the response input area 150. Then, a customer input field 152 corresponding to this is displayed. In this embodiment, when the call support server 20 indicates the name of the operator or the name of the customer in the conversation document 151, this information is acquired from the person in charge at the time of starting the system and the customer information. To be rewritten. As a result, the operator only has to read the conversation document 151, so that the operator's response is good. Branch designation is set in the customer input field 152. When “Yes” being home is selected in the customer input field 152, the process proceeds to the normal “opening” step, and “No” is input. Then, a customer response screen 100f shown in FIG. 9B is displayed.

  On the customer-facing screen 100f, a conversation document 151 for confirming “presence / absence of substitute” that changes to the target customer and a customer input field 152 that is paired with the conversation document 151 are displayed. Branch designation is also set in the customer input field 152 for inputting the answer of “presence / absence of substitute”. If “Yes” is present when there is a substitute, the process proceeds to “opening”, and there is no substitute. In the case of “No”, a customer response screen 100g for confirming “recall reservation” shown in FIG. 10A is displayed.

  On the customer-facing screen 100g, the next conversation document 151 for "confirming the date and time for making a call" and a customer input field 152 paired with the conversation document 151 are displayed. No branch is specified in the customer input field 152 for inputting the response “confirm the date and time for making a call”, and the customer response screen 100h for “recall confirmation” which is the next “ending” step. Is displayed.

  On this customer-facing screen 100h, the next conversation document 151 indicating “to call again” is displayed, and the operator contacts the conversation document 151 to the customer and selects the next button 154 to perform this operation. The telephone exchange system 50 is also disconnected. The application server 21 of the call support server 20 creates the re-call customer list, stores it in the storage device 22, and outputs the interrupt list to the operator terminal 10 at the designated date and time.

  Thus, according to this embodiment, if the operator inputs the customer's answer as it is, the optimum correspondence is sequentially displayed in the response input area 150 according to a preset procedure. Therefore, the operator only has to convey the conversation document 151 described in the response input area 150 to the customer and input the answer in the customer input field 152, so that a uniform service can be provided regardless of skill level.

  The operation flow of the customer-facing screen 100 and the screen transition described above have been described with a simple example of introduction of a specific product and the flow of sending the material in order to facilitate understanding of the features of the present embodiment. However, the present invention is not limited to this. Rather, the more the work content has a complicated flow, the more advantageous this system is.

  Further, in the above example, the call support server 20 connected via the intranet 2 in the company has been described as an example of controlling this operation flow and its screen transition, but of course, it may be connected via the Internet. For example, a service providing company having the function of the call support server 20 is established on the Internet, and the service provided by the call support server 20 is entrusted with information management of the call center 1 from each company having the operator terminal 10. May be performed. Conversely, the function of the call support server 20 may be provided in the operator terminal 10 and the control device 14 may execute the function of the application server 21.

  In the case described above, the case of a telephone service for a customer specified in advance has been described. However, the present invention is not limited to this. For example, this system can also be used for inquiries from unspecified customers, such as inquiries about products. In this case, the item selection button 112 may be provided with a step of confirming “customer name, address, telephone number” and the like and reflected in the customer information display area 190.

  As described above, the call center support system according to this embodiment has the operator terminal 10 operated by an operator who is in contact with a customer via a telephone line, and the customer response screen 100 is connected to the operator terminal 10 via a communication line. A call center support server (call support server 20) that provides and manages various types of information. The call center support server includes a center control device (call support server 21) that controls the call center support system, and various types of information. The operator terminal 10 includes a display device (monitor device 11) for displaying the customer correspondence screen 100 and an input device for inputting information relating to the customer correspondence screen 100. (The keyboard 16 and the mouse 17), and the customer-facing screen 100 is operated. An operation flow screen area 110 in which a plurality of item selection buttons 112 indicating the work items of the data are arranged according to the work flow, a conversation document 151 that the operator presents to the customer, and an input field for a reply corresponding to the conversation document 151 (customer The center control device 21 provides a requested customer response screen 112 based on a request from the operator terminal 10, and the item selection button In response to the selection operation 112, the display content in the corresponding input area 150 is switched to the display content corresponding to the item selection button 112 that has been selected.

  In this case, the work flow (screen operation procedure 111) includes a flow branched from a specific item selection button 112 to a plurality of item selection buttons 112, and the corresponding input area 150 corresponding to the specific item selection button 112 is displayed. The branch item selection button 112 is set to a plurality of answer options in the input field 152, and the center control device 21 branches the item selection buttons from the plurality of item selection buttons 112 based on the setting of the answer options. 112 is selected.

  Further, in this case, the center control device 21 displays the input residence mark 115 on the item selection button 112 when the input in the input field 152 of the corresponding input area 150 is completed. Further, in the customer correspondence screen 150, a menu area 180 for selecting and determining work contents of the customer correspondence screen 100 is arranged on the left side of the screen, and a customer information display area 190 for displaying customer information on the upper right side of the screen and an item selection button. Corresponding to 112, a search area 170 in which a collection of questions and answers is displayed is arranged side by side, and the operation flow screen area 110 and the response input area 150 are arranged in the lower part on the right side of the screen.

1 is a schematic configuration diagram of a call center support system according to the present invention. It is a screen block diagram of an operator terminal. It is a screen block diagram of a customer response screen. It is an operation | movement flowchart of a customer response screen. It is a screen transition diagram of a customer response screen. It is a screen transition diagram of a customer response screen. It is a screen transition diagram of a customer response screen. It is a screen transition diagram of a customer response screen. It is a screen transition diagram of the confirmation flow of the substitute. It is a screen transition diagram of the confirmation flow of the substitute.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Call center, 2 ... Intranet, 3 ... Telephone line, 4 ... Customer telephone, 10 ... Operator terminal, 11 ... Monitor apparatus, 12 ... Communication apparatus, 13 ... Memory | storage device, 14 ... Control apparatus, 15 ... Terminal main body, 16 ... Keyboard: 17 ... Mouse, 20 ... Call support server, 21 ... Application server, 22 ... Storage device, 30 ... Customer management system server, 31 ... Storage device, 32 ... Customer management server, 40 ... Administrator terminal, 50 ... Telephone exchange System: 51 ... Operator telephone terminal, 52 ... Automatic answering system, 53 ... Telephone body, 54 ... Handset, 100 ... Customer-facing screen, 101 ... User confirmation display area, 102 ... Work area, 103 ... Operation time display section, 104 ... Holding time display section, 105 ... processing end key, 110 ... operation flow screen area, 111 ... screen operation procedure, 112 Item selection button, 113 ... done mark, 114 ... branch mark, 115 ... required item mark, 116 ... scroll bar, 150 ... response input area, 151 ... conversation document, 152 ... customer input field, 153 ... selected character string, 154 ... Next button, 170 ... search area, 180 ... menu area, 181 ... search table of contents, 182 ... selected character string, 183 ... search character string input field, 184 ... search key, 185 ... answer field, 190 ... customer information display area, 200 ... Logon state, 210 ... Customer service execution flow, 220 ... Manual editing flow, 230 ... Statistical function flow.

Claims (4)

A call center support system comprising an operator terminal operated by an operator who is in contact with a customer via a telephone line, and a call center support server for obtaining and managing various information by providing a customer response screen to the operator terminal via a communication line In
The call center support server includes a center control device that controls the call center support system, and a center storage device that stores various types of information.
The operator terminal includes a display device that displays the customer response screen, and an input device that inputs information related to the customer response screen.
The customer-facing screen includes an operation flow screen area in which a plurality of item selection buttons indicating the work items of the operator are arranged according to the work flow, a conversation document that the operator presents to the customer, and an input field for an answer corresponding to the conversation document And a search area for displaying a question corresponding to the display content of the corresponding input area ,
The center control apparatus provides a requested customer response screen based on a request from the operator terminal, accepts a selection operation of the item selection button, and selects a display content of the corresponding input area. Switch to the display content corresponding to the item selection button, display a question according to the switched display content in the search area,
The switched display content includes the conversation document,
Characters highlighted in advance in the conversation document to be displayed in the corresponding input area are registered in the center control device,
When the highlighted character is instructed via the input device, the center control device causes a display area to display a description of the highlighted character to appear,
Furthermore, when the question displayed in the search area is instructed via the input device,
A call center support system characterized by causing a display area to display an answer to the question to appear . In the call center support system according to claim 1,
The work flow includes a flow that branches from a specific item selection button to a plurality of item selection buttons, and branches to a plurality of answer options in the input field of the corresponding input area corresponding to the specific item selection button. Item selection button is set,
The center control device selects an item selection button branched from a plurality of item selection buttons based on the setting of the answer option. In the call center support system according to claim 1 or 2,
The center control device displays an input residence mark on the item selection button when the input in the input field of the corresponding input area is completed. In the call center support system according to any one of claims 1 to 3,
The customer-facing screen has a menu area for selecting and deciding the work content of the customer-facing screen on the left side of the screen. The search area where the collection is displayed is arranged side by side, and the operation flow screen area and the response input area are arranged in the lower part on the right side of the screen.
Call center support system characterized by this.

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