JP5672153B2 - Personal identification management device, personal identification management system, personal identification management method, and personal identification management program - Google Patents

Description

  The present invention relates to a person confirmation management apparatus, a person confirmation management system, a person confirmation management method, and a person confirmation management program for managing a person confirmation work by telephone in a call center or the like, and more particularly to a technique for managing a person confirmation work in a call center. .

  A call center is widely known as an organization and facility to which an operator who directly handles a transaction from a customer via a telephone and who performs a transaction process related to the transaction using a computer is assigned.

  The transaction process received from the customer by the operator needs to be approved by the approver, and the operator passes the transaction process to the approver in order to receive the approval of the transaction process. Approve. Here, when the operator passes the transaction process to a specific approver, the operator and the approver can collaborate to receive an unauthorized transaction process approval.

  Therefore, in the past, when an operator passes transaction processing to an approver in order to prevent unauthorized approval of transaction processing due to conspiracy between the operator and the approver, the approver randomly at the system. There is a technique for determining transaction and passing the transaction processing to any determined approver (see cited document 1).

JP 2003-323550 A (paragraphs 0006, 0007)

  However, although the technique described in the cited document 1 can prevent collusion within a call center in which an operator and an approver are involved, the range for preventing collusion is limited within the call center. Therefore, there is room for an operator to cheat by colliding with customers outside the call center.

  For example, let us consider a case where a customer inputs a personal identification number in a customer identity verification operation required at the beginning of transaction processing. Normally, it is assumed that a customer who performs identity verification enters the wrong PIN number several times within a certain period (for example, during a call, several days, months, etc.). This is done by the customer inputting the number he / she knows several times for trial and grasping the correctness / incorrectness of the entered password.

  Here, when a non-regular customer who pretends to be a regular customer who performs transaction processing and is not in a position to perform transaction processing, the relationship between the regular customer and the non-regular customer is the relationship between the caregiver and the care recipient. If the relationship is within a family / relatives, a relationship with a housemate, etc., the non-regular customer will analogize or grasp the password of the authorized customer, and then pretend to be the authorized customer and try to enter the password. There is a possibility that the correct password of the authorized customer can be known. As explained above, the identity verification work is usually performed within “a certain period” as described above, so that the non-regular customer can enter the correct password of the authorized customer within a certain period. This is because it is not easy to know.

  However, if a malicious operator who conspires with a non-regular customer is temporarily in the call center, it is possible to have the non-regular customer enter a password (identification information) for a certain period of time. There was a problem that there was a situation where an authorized customer could know the correct personal identification number (identification information) of the authorized customer.

  The present invention has been made in view of the above problems, and can reduce the room for fraud by colliding with the operator and the customer, identity verification management device, identity verification management system, identity verification management method, And providing an identity verification management program.

In order to solve the above-described problem, a personal identification management device according to the present invention is connected to a plurality of first communication devices including a call device and a display device, and establishes a call with the first communication device. A personal identification management device for managing the identity verification of a caller who makes a call using a device, wherein the call is established with the second communication device when the identity verification of the caller is performed. The identity verification device selection function for selecting any other first communication device other than the first communication device, and the display device of the other first communication device selected by the identity verification device selection function An identity confirmation execution notification function for displaying an identity confirmation notification screen for notifying the operator of the first communication device of the identity confirmation execution of the caller.
The identity confirmation execution notification function is used to further display a call between the first communication device and the second communication device when the identity confirmation notification screen is displayed on the display device of the other first communication device. It is preferable to establish a call between the communication device of the other first communication device and the second communication device instead of establishing the above.

  Also, the identity verification management device according to the present invention indicates that the identity verification using the communication device of the other first communication device that has established a call with the second communication device is completed. Identity verification result management for acquiring completion information and causing the display device of the first communication device to display an identity confirmation completion notification screen for notifying the operator of the first communication device of completion of identity verification of the caller It is further provided with a function.

  The identity verification management system according to the present invention includes the identity verification management device and a voice response device that is communicably connected to the first communication device and the second communication device. The voice response device includes an identity verification check function that automatically performs identity verification of the caller based on an instruction of an operator of the other first communication device, and identity verification completion information is: The information is obtained from the voice response device or the other first communication device.

  In addition, the identity verification management method according to the present invention is connected to a plurality of first communication devices including a call device and a display device, and calls using a second communication device that establishes a call with the first communication device. An identity verification management method used in an identity verification management apparatus for managing the identity verification of a calling party, wherein a call is established with the second communication device when the identity verification of the caller is performed Any other first communication device other than the first communication device is selected, and the call to the display device of the selected other first communication device is made to the operator of the other first communication device. An identity confirmation notification screen for notifying the user of the identity confirmation is displayed.

  In addition, the identity verification management program according to the present invention is connected to a plurality of first communication devices including a communication device and a display device, and uses the second communication device to establish a call with the first communication device. An identity verification management program for executing an identity verification management method used in an identity verification management apparatus that manages the identity verification of a caller who performs the above-described process. A personal identification device selection program for selecting any other first communication device other than the first communication device that has established a call with the communication device, and a display device for the selected other first communication device. And an identification confirmation execution notification program for displaying an identification confirmation notification screen for notifying the operator of the other first communication apparatus of the identification confirmation of the caller.

  ADVANTAGE OF THE INVENTION According to this invention, the room which performs fraud by an operator and a customer conspiring can be reduced.

It is a lineblock diagram of a call center concerning a 1st embodiment. It is a functional lineblock diagram of the voice response device concerning a 1st embodiment. It is a functional lineblock diagram of a call center server concerning a 1st embodiment. It is a block diagram of the identification confirmation implementation status management table stored in the call center server according to the first embodiment. It is a sequence diagram of a customer identity verification process using the call center according to the first embodiment. It is a screen image displayed on the personal computer which the operator in the call center which concerns on 1st Embodiment operates. It is a block diagram of the call center which concerns on 2nd Embodiment. It is a function block diagram of the call center server which concerns on 2nd Embodiment. It is a sequence diagram of a customer identity verification process using the call center according to the second embodiment. It is a screen image displayed on the personal computer which the operator in the call center which concerns on 2nd Embodiment operates.

[First embodiment]
<< Configuration of Call Center According to First Embodiment >>
The configuration of the call center 100 according to the first embodiment will be described with reference to FIG. FIG. 1 is a configuration diagram of a call center 100 according to the first embodiment.

  A call center 100 as a personal identification management system is connected via a communication network 2 to a customer telephone 1 as a second communication device owned by a customer. In the present embodiment, a description will be given assuming a public switched telephone network (PSTN) as the communication network 2. Hereinafter, the communication network 2 may be referred to as a public telephone network 2.

  The call center 100 is connected to the bank host 3 via a network. The bank host 3 is an application server that performs transaction processing when a customer wishes to purchase a product related to finance or wants to make an account transfer using a telephone. Further, the bank host 3 stores personal identification information (such as a personal identification number and an account number). In the present embodiment, the bank host 3 is used because a financial transaction is assumed. However, a host computer that performs transaction processing other than the financial transaction can be connected to the call center 100.

  Operators A, B,... (Hereinafter simply referred to as “operators”) are assigned to the call center 100. The call center 100 includes an operator communication device 10A operated by the operator A, an operator communication device 10B operated by the operator B,... (Hereinafter sometimes simply referred to as “operator communication device”), an exchange 30, a voice response device 40, and a call center server 50.

<Communication device for operator>
An operator communication device 10 as a first communication device includes an operator telephone 7 as a call device, a headset 6, and a personal computer 8 including a display device.
The operator telephone 7 as a telephone device is a device that establishes a call with the customer telephone 1 and realizes a telephone call between the customer and the operator. Here, it is assumed that the call center 100 is performing an outside line incoming call with a representative number, and the ACD function 63 (see FIG. 3) of the call center server 50 controls which operator telephone 7 is connected to the outside line incoming call. ing. It is also possible to establish a call between operator telephones 7 and make a call between operators.
The headset 6 is connected to an operator telephone 7, and the operator puts the headset 6 on the head and makes a call with the customer.

  A personal computer 8 including a display device is an information processing device including an arithmetic device, an input device (such as a keyboard), a display device (display), and the like, and is connected to the voice response device 40 and the call center server 50 via the local LAN 5. The personal computer 8 transmits to the call center server 50 an identity confirmation start instruction for instructing the start of the customer identity confirmation by the operator's operation. The personal computer 8 receives various information transmitted by the voice response device 40 and the call center server 50 and displays the information on the display device.

<Exchange>
The exchange 30 is a private branch exchange (PBX) that is widely used.
When there is an incoming call to the representative number of the call center 100, the exchange 30 converts the dial signal transmitted from the caller (for example, the customer telephone 1) into a digital signal and transmits it to the call center server 50. Based on an instruction from the call center server 50, a switch realized by LSI (Large Scale Integration) is used to perform an exchange process, and a call (call) is made between a caller (for example, a customer telephone 1) and a predetermined operator telephone 7. Establish.
Further, the exchange 30 transfers a telephone (call) of a certain operator telephone 7 to another operator telephone 7 or the voice response device 40 based on an instruction from the operator or the call center server 50, thereby making a telephone call ( Call).

<Voice response device>
With reference to FIG. 2, the structure of the voice response device 40 according to the first embodiment will be described. FIG. 2 is a functional configuration diagram of the voice response device 40 according to the first embodiment.
The voice response device 40 includes a control unit 41 including a CPU (Central Processing Unit) and peripheral circuits. The control part 41 implement | achieves the voice response function 42 and the identity verification check function 43 by expand | deploying and executing the program stored in the memory | storage part which is not shown in figure. Below, the function which the voice response device 40 implement | achieves is demonstrated.

(Voice response function)
The voice response function 42 plays voice guidance to the customer's telephone transferred based on the operator's instruction. For example, the voice guidance prompts the user to input customer identification information using the customer telephone 1. In accordance with the voice guidance, the customer inputs a personal identification number as identification information using a tone signal.

(Personal verification function)
The personal identification check function 43 compares the personal identification number stored in the bank host 3 to determine whether the personal identification number as the personal identification information entered by the customer using the customer telephone 1 is correct. The identity verification check function 43 transmits determination result information for displaying the determination result to the personal computer 8 operated by the operator who has performed the identity verification. The determination result information is transmitted, for example, as data in HTML (Hypertext Markup Language) format. As a result, on the display device of the personal computer 8 operated by the operator, the determination result of the password entered by the customer is displayed as a Web screen. The identity verification check function 43 transmits the determination result (identification verification completion information) to the identity verification result management function 66.

<Call center server>
The configuration of the call center server 50 according to the first embodiment will be described with reference to FIG. FIG. 3 is a functional configuration diagram of the call center server 50 according to the first embodiment.
The call center server 50 as a personal identification management device includes a storage unit 51 configured by an HDD (Hard Disk Drive) and the like, and a control unit 61 configured by a CPU, peripheral circuits, and the like.
The storage unit 51 stores a personal confirmation execution status management table 52 for managing the personal confirmation execution status.

(Identification confirmation implementation status management table)
FIG. 4 is a configuration diagram of the identity verification execution status management table 52.
The identity verification implementation status management table 52 (hereinafter sometimes referred to as “management table 52” for short) stores the identity verification implementation status of the customer performed by the operator. The management table 52 is written and updated by an identity verification implementation status management function 67 described later, and is referred to from the function in the call center server 50.

In the column of telephone number 521, identification information for identifying a call generated between the customer telephone 1 and the operator telephone 7 is stored. The telephone serial number 521 is composed of, for example, year / month / date / time + customer's telephone number. In FIG. 4, the customer telephone number is displayed as XX.
Stored in the call operator ID 522 column is an ID (Identification) of an operator who makes a call transaction with a customer. Here, the operator who makes a transaction with a customer by telephone is an operator who operates the operator telephone 7 which establishes a call with the customer telephone 1 in order to make a transaction with a customer by telephone. An operator who makes a transaction with a customer by telephone may be referred to as “(transfer) source operator”.

  In the field of transfer start date and time 523, when the customer identity verification is performed, the time when the customer's phone is transferred from the operator who makes a transaction with the customer to the other operator who performs the customer identity verification is shown. Stored. The transfer end date and time 524 column stores the time when the customer's identity is confirmed and the customer's telephone is transferred from another operator who performs the identity verification of the customer to the operator who makes a transaction with the customer by telephone. The

  In the column of the identity confirmation execution operator ID 525, the ID of the operator who confirms the identity of the customer is stored. Here, the operator who confirms the identity of the customer is an operator other than the operator who operates the operator telephone 7 that establishes a call with the customer telephone 1 in order to perform a transaction by telephone with the customer. The IDs of other operators who have received the request for identity verification and have accepted the request are stored. An operator who confirms the identity of a customer may be referred to as a “transfer destination operator”.

  Stored in the column of the personal identification start date and time 526 is a time at which another operator starts performing the personal identification of the customer. In the column of the identity confirmation end date and time 527, the time at which the other operator finishes the identity verification of the customer is stored.

  The control unit 61 expands and executes a personal identification management program (not shown) stored in the storage unit 51, thereby executing an operator status management function 62, an ACD (Automatic Call Distributor) function 63, and a transfer destination. An operator selection function 64, a person confirmation execution notification function 65, a person confirmation result management function 66, and a person confirmation execution status management function 67 are realized. Below, each function which control part 61 realizes is explained.

(Operator status management function)
The operator status management function 62 always keeps track of the operating status of the operator (for example, “busy”, “standby”, etc.), and other functions other than the operator status management function 62 transfer the call. When it is desired to change the status of a specific operator or to know the status of the operator, the operator status management function 62 is notified or inquired. Then, the operator status management function 62 changes the operating status of the operator in response to the notification or inquiry, and returns the operating status of the operator.

(ACD function)
The ACD function 63 makes an inquiry to the operator status management function 62 when an outside line is received at the representative number of the call center 100, and calls (calls) from the caller (for example, the customer telephone 1) The switch 30 is instructed to distribute among the “waiting” operators to the long waiting time operators. Also. The ACD function 63 notifies the operator who has allocated the call to the operator status management function 62. Then, the operator status management function 62 changes the operating status of the operator who has received the notification from “standby” to “busy”.

(Destination operator selection function)
The transfer destination operator selection function 64 selects an operator who performs customer identification. For example, the transfer destination operator selection function 64 receives the operator confirmation start instruction for instructing the start of the customer identity confirmation from the operator's personal computer 8 who is dealing with the customer via the telephone. An inquiry is made to the management function 62, and an arbitrary operator is selected from the operators whose operation status is “standby”. Here, the operator who is dealing with the customer is not selected because he / she is talking with the customer. Then, the transfer destination operator selection function 64 notifies the selected operator to the identity confirmation execution notification function 65.

(Identification confirmation notification function)
The identity confirmation execution notification function 65 notifies (requests) the implementation of the customer identity confirmation to the operator selected by the transfer destination operator selection function. For example, the identity confirmation execution notification function 65 transmits to the selected operator's personal computer 8 identity confirmation notification information which is information for notifying (requesting) the implementation of customer identity. The personal identification notification information is transmitted, for example, as data in HTML (Hypertext Markup Language) format. Thereby, the personal identification notification information is displayed as a Web screen on the personal computer 8 operated by the selected operator.

  Also, the identity confirmation execution notification function 65 receives identity confirmation request result information that is information indicating a request result as to whether or not the customer's identity confirmation request has been accepted from the personal computer 8 of the selected operator. The identity confirmation execution notification function 65 puts the operator telephone 7 operated by the operator who is dealing with the customer via the telephone in a holding state when the content of the identity confirmation request result information is to accept the request. And the switch 30 is instructed to transfer the customer's telephone to the operator telephone 7 of the selected operator.

  On the other hand, the identity confirmation execution notification function 65 instructs the transfer destination operator selection function 64 to select another operator again when the content of the identity confirmation request result information does not accept the request. Then, the personal confirmation notification information, which is information for notifying (requesting) the customer's identity verification, is transmitted to the personal computer 8 of the operator selected again. Thereafter, the selection and notification (request) of the operator are repeated until the selected operator accepts the request for confirming the identity of the customer.

(Identification result management function)
The identity verification result management function 66 receives the customer identity verification determination result (identification confirmation completion information) from the identity verification check function 43. Then, the personal identification result management function 66 instructs the exchange 30 to transfer the customer's telephone to the operator telephone 7 of the transfer source operator who has been put on hold. Authorization of the operator telephone 7 of the transfer source operator is performed with reference to the identity confirmation execution status management table 52, for example. In addition, the identity verification result management function 66 transmits an identity confirmation completion notice, which is information for notifying that the identity confirmation is completed, to the personal computer 8 of the transfer source operator who is dealing with the customer who has conducted the identity confirmation. . The determination result (identification confirmation completion information) may be received from the operator telephone 7 of the transfer destination operator who performed the identity verification of the customer, instead of from the identity verification check function 43 of the voice response device 40. .

(Personal identification implementation status management function)
The identity verification implementation status management function 67 writes and updates the identity verification implementation status management table 52. For example, when the customer's telephone is transferred from the operator who has made the transaction to the selected operator who performs the identity verification, the identity confirmation implementation status management function 67 stores the identity verification implementation status management table 52 shown in FIG. The call operator ID 522, the transfer start date and time 523, and the identity verification execution operator ID 525 are updated.

The identity verification implementation status management function 67 transfers the identity of the identity verification implementation status management table 52 when the customer's telephone is transferred from the selected operator who performs identity verification to the voice response device 40 and identity verification is started. When the confirmation start date and time 536 is updated and the identity verification is completed, the identity confirmation end date and time 537 is updated.
The identity verification implementation status management function 67 updates the transfer completion date and time 524 of the identity verification implementation status management table 52 when the customer's telephone is transferred to an operator who conducts a transaction with the customer after the identity verification is completed. .

Further, the identity confirmation execution status management function 67 refers to the identity confirmation implementation status management table 52 in response to an inquiry from the operator, and answers the identity confirmation implementation status. For example, an inquiry from the operator regarding the identity confirmation execution status and an answer regarding the identity verification implementation status are made via the personal computer 8 operated by the operator.
Above, description of the call center 100 which concerns on 1st Embodiment is complete | finished.

<< Process of Call Center According to First Embodiment >>
<Operator duties at the call center>
First, with reference to FIG. 1, a part of an operator's business in a call center will be described.
The operator calls the customer in order to make a notification or introduce a product, referred to as an outbound call. The operator refers to the customer information and implements guidance and product introduction suitable for the customer.

  For example, an announcement about a financial institution or product introduction, the operator will ask a customer, “I will hold a pension consultation meeting at a nearby branch, will you participate?” Or “ Would you like to purchase the product you requested? Then, the customer wishes to purchase a product during a call in which the operator provides guidance or the like to the customer, and the product purchase process may be performed during the call after confirming the identity.

<Identification process using call center>
Next, the identity verification process using the call center 100 according to the first embodiment will be described with reference to FIGS. 1 to 6 assuming the identity verification process in the outbound call service as described above. Here, FIG. 5 is a sequence diagram of customer identification processing using the call center 100 according to the first embodiment. FIG. 6 is a screen image displayed on the operator's personal computer 8.

  As shown in FIG. 5, first, the operator A (see FIG. 1) uses the operator telephone 7A to make a call (call) to the customer (step S010). The telephone (call) transmitted in step S010 is exchanged by the exchange 30 (step S020). When the customer receives the telephone using the customer telephone 1, the telephone call is made between the customer and the operator A. Becomes possible (step S030).

  Next, during a call with the customer, the operator A performs customer identity verification in order to perform some transaction (step S040), and the identity verification start screen 81 (displayed on the display device of the personal computer 8A). A button 811 in FIG. 6A is selected. In response to the selection of the button 811, the personal computer 8A transmits an identification confirmation start instruction to the transfer destination operator selection function 64 of the call center server 50, and the transfer destination operator selection function 64 selects the operator B who performs the identity verification. . On the other hand, when the operator A selects the button 812, the customer identification process is stopped.

  Next, the person confirmation execution notification function 65 transmits the person confirmation notification information to the personal computer 8B of the operator B, and the personal confirmation notification screen 82 (see FIG. 6C) is displayed on the personal computer 8B. Selects the button 821. In accordance with the selection of the button 821, the personal computer 8B transmits the identity confirmation request result information of the content for accepting the identity confirmation request to the identity confirmation execution notification function 65 of the call center server 50. The identity confirmation execution notification function 65 The customer's telephone (call) is transferred to the operator B (step S050). On the other hand, when the operator B selects the button 822, the personal computer 8B transmits to the identity confirmation execution notification function 65 of the call center server 50 the identity confirmation request result information that does not accept the identity confirmation request. The identity confirmation execution notification function 65 transmits the identity confirmation notification information again to the personal computers 8 of the operators other than the operators A and B.

  The telephone (call) transferred in step S050 is exchanged by the exchange 30 (step S060). When the operator B receives the transfer using the operator telephone 7B (step S070), the customer and the operator B are exchanged. Calls can be made to and from.

  Next, the operator B transfers the customer's telephone to the voice response device 40 in order to confirm the identity of the customer (step S080), and the transferred telephone (call) is exchanged by the exchange 30. (Step S090), information can be transmitted and received between the customer and the voice response device 40. Then, the voice response function 42 of the voice response device 40 sends a voice guidance for identity verification to the customer telephone 1 (step S100), and the sent voice guidance reaches the customer telephone 1 (step S110). The customer inputs a personal identification number using the tone signal via the customer telephone 1 in accordance with the voice guidance (step S120). The entered personal identification number reaches the identity verification check function 43 of the voice response device 40 (step S130).

  Next, the identity verification check function 43 of the voice response device 40 checks the correctness of the customer password entered in step S120 by comparing it with the password stored in the bank host 3 (step S140). . Then, the person confirmation check function 43 transmits the determination result information to the personal computer 8 operated by the operator B (step S150), and the personal confirmation result screen 83 (see FIG. 6D) is displayed on the personal computer 8B. (Step S160). Further, the customer's telephone is transferred to the operator's B operator telephone 7B. The identity verification check function 43 transmits the determination result (identification verification completion information) to the identity verification result management function 66.

  Next, the operator B selects the button 831 on the identity confirmation result screen 83, and the identity confirmation result management function 66 notifies the completion of identity confirmation to the personal computer 8A of the operator A in accordance with the selection of the button 831. The personal identification completion notification information is transmitted, and the personal identification completion notification screen 84 (see FIG. 6B) is displayed on the personal computer 8A. Then, the operator A selects the button 841 on the personal confirmation completion notification screen 84, and the personal confirmation result management function 66 transfers the customer's telephone to the operator A in accordance with the selection of the button 841 (step S170).

The telephone (call) transferred in step S170 is exchanged by the exchange 30 (step S180), and when the operator A receives the transfer using the operator telephone 7A (step S190), The call continues with the original operator A who conducts the transaction. As a result, the operator A processes the transaction desired by the customer with respect to the bank host 3 via the personal computer 8A while calling the customer.
Above, description of the process of the call center 100 which concerns on 1st Embodiment is complete | finished.

  As described above, in the call center server 50 and the call center 100 according to the first embodiment, a customer and an operator (for example, the operator A) collaborate, and the identification number of another customer's customer is illegally used by using the identity verification operation. Even if you try to obtain it, identity verification will be performed by a third-party operator (for example, operator B) selected at random, so there will be no conspiracy between the customer and the operator (for example, operator A). .

  It should be noted that a third-party operator who is randomly selected to carry out the identity verification work is necessary when the operator makes an outbound call to the customer in order to make announcements and introduce products. Very useful. In the case of an inbound call in which a customer calls an operator in a conventional call center system, it is difficult for a specific operator in the call center and a customer to make a call due to the ACD function, but in the case of an outbound call, a specific operator This is because a specific operator in the call center and the customer can always make a call in order to make a call to the customer, so that the collusion between the customer and the operator is easy to be realized.

  In addition, even if the call center server 50 and the call center 100 according to the first embodiment are conspiring between the customer and two operators, the operator to be transferred at the time of identity verification is selected at random. The conspiracy by customers and multiple operators is not established.

[Second Embodiment]
In the call center 100 according to the first embodiment, an arbitrary operator confirms the identity by causing the display device of the personal computer 8 of the operator selected at random by the call center server 50 to display a screen for notifying the execution of the identity verification. I was doing. On the other hand, the call center 100a according to the second embodiment uses the ACD function 63a that performs distribution processing of calls (calls) when an incoming call is received, and randomly transfers the call of the operator who wants to verify the identity. So that the operator can verify the identity. That is, the call center 100a according to the second embodiment is characterized in that the ACD function 63a that performs processing when an incoming call is received is used.

<< Configuration of Call Center According to Second Embodiment >>
With reference to FIG. 7, the structure of the call center 100a which concerns on 2nd Embodiment is demonstrated. FIG. 7 is a configuration diagram of the call center 100a according to the second embodiment.
The difference between the call center 100 according to the first embodiment and the call center 100a according to the second embodiment is that the functions of the personal computer 8a and the call center server 50a constituting the operator communication device 10 are changed. Below, only the function changed from 1st Embodiment among the structures of the call center server 50a which concerns on 2nd Embodiment is demonstrated.

<Communication device for operator>
When the personal computer 8a is instructed by the operator to start the identification of the customer, the operator's telephone is automatically transferred to the representative number of the call center 100 as an external line. At this time, the source number of the outside line is the operator telephone 7 in the call center 100a.

<Call center server>
The configuration of the call center server 50a according to the second embodiment will be described with reference to FIG. FIG. 8 is a functional configuration diagram of the call center server 50a according to the second embodiment. The call center server 50a according to the second embodiment includes a person confirmation execution status management table 52, a transfer destination operator selection function 64, a person confirmation execution notification function 65, which the call center server 50 according to the first embodiment shown in FIG. The identity verification result management function 66 and the identity verification execution status management function 67 are not provided, and the function of the ACD function 63 is changed.

(ACD function)
In addition to the ACD function 63 described in the first embodiment, the ACD function 63a is used when an outside line incoming call is transferred from the operator telephone 7 to the representative number of the call center 100a (the telephone number for the operator is within the call center 100a). 7), the operator status management function 62 is queried in the same manner as the incoming call from the outside of the call center 100a (for example, the customer telephone 1), and the transfer (call) from the operator telephone 7 is activated. The switch 30 is instructed to allocate to operators having a long waiting time from among the operators whose status is “waiting”.

In addition, the ACD function 63a does not receive an external incoming call from the outside (for example, a direct call from a customer) but the call center 100a to the operator's personal computer 8a to which the transfer (call) from the operator telephone 7 is allocated. Identity verification business information, which is information indicating a “business telephone” for performing identity verification, is transmitted. The personal identification business information is transmitted, for example, as data in HTML (Hypertext Markup Language) format. As a result, the personal identification service information is displayed as a Web screen on the personal computer 8 operated by the selected operator. As the web screen of the personal identification notification information, for example, “a personal identification execution request has been received” or “transfer from within the call center” is assumed.
This is the end of the description of the call center 100a according to the second embodiment.

<< Process of Call Center According to Second Embodiment >>
<Identification process using call center>
In the following, with reference to FIGS. 7 to 10, the identity verification process using the call center 100a according to the second embodiment will be described assuming the identity verification process in the outbound call business as described in the first embodiment. To do. Here, FIG. 9 is a sequence diagram of the customer identification process using the call center 100a according to the second embodiment. FIG. 10 is a screen image displayed on the operator's personal computer 8a.

Steps S010 to S030 in FIG. 9 are the same as those in the first embodiment shown in FIG.
Following step S030, operator A will perform identity verification of the customer in order to conduct some transaction during a call with the customer (step S040), and start of identity verification displayed on the display device of personal computer 8A. A button 811 on the screen 81 (see FIG. 6A) is selected. With the selection of the button 811, the customer's phone is put on hold, the operator A's phone is automatically transferred as an external line to the representative number of the call center 100, and the ACD function 63a of the call center server 50 is called by the operator A. Is allocated to the operator B (step S350).

  On the other hand, when the operator A selects the button 812, the transfer of the telephone of the operator A is stopped. Further, the ACD function 63a transmits the personal identification service information to the personal computer 8Ba of the operator B who has decided to distribute the telephone (call) from the operator A, and the personal identification service screen is displayed on the display device of the personal computer 8Ba. 82a (see FIG. 10A) is displayed.

The telephone (call) whose distribution is determined in step S350 is exchanged by the exchange 30 (step S360), and the operator B receives the transfer using the operator telephone 7B (step S370). And operator B can communicate with each other.
When the operator A is connected to the operator B, the operator A tells the operator B the name of the operator A, the ID of the operator A, the extension number of the operator A, and the like. Then, the operator A transfers the customer's telephone call on hold to the operator B by extension transfer. As a result, a call can be made between the operator B and the customer.

Steps S080 to S150 in FIG. 9 are the same as those in the first embodiment shown in FIG.
Subsequent to step S150, the personal identification result screen 83a (see FIG. 10B) is displayed on the display device of the personal computer 8Ba (step S460). Further, the customer's telephone is transferred to the operator's B operator telephone 7B.

Next, the operator B confirms that the identity confirmation is completed by looking at the identity confirmation result screen 83a, and refers to the extension number of the operator A notified in step S370 and transfers the customer to the operator A by extension transfer. Is transferred (step S470).
Steps S180 and S190 in FIG. 9 are the same as those in the first embodiment shown in FIG.
Above, description of the process of the call center 100a which concerns on 2nd Embodiment is complete | finished.

  As described above, in the call center server 50a and the call center 100a according to the second embodiment, the customer and the operator (for example, the operator A) collide, and the personal identification number is used to illegally set the password of another customer. Even if you try to obtain it, identity verification will be performed by a third-party operator (for example, operator B) selected at random, so there will be no conspiracy between the customer and the operator (for example, operator A). .

  In addition, even if the call center server 50a and the call center 100a according to the second embodiment are conspiring with the customer and the two operators, the operator to be transferred at the time of the identity verification operation is randomly selected. The conspiracy by customers and multiple operators is not established.

[Modification]
As mentioned above, although embodiment of this invention was described, this invention is not limited to this, It can implement in the range which does not change the meaning. The modification of embodiment is shown below.

(Communication network)
In the first embodiment and the second embodiment, a public telephone network is assumed as the communication network 2, but any other communication network such as the Internet may be used.

(Call center)
In the first embodiment and the second embodiment, the description has been made on the assumption that the processing is performed in one call center 100, 100a. However, in addition to this, the other call centers are notified of the execution of the identity verification, and a plurality of call centers are notified. May manage identity verification in cooperation with each other.

(Call center server)
In the first embodiment and the second embodiment, the call center servers 50 and 50a collectively have a function of managing customer identification, but some or all of the functions of the call center servers 50 and 50a are provided. The switch 30 and the voice response device 40, which are other devices inside the call center 100, 100a, may be provided, or a device (not shown) outside the call center 100, 100a may be provided.

(Call center representative number)
In the second embodiment, the transfer from the operator telephone 7 in the call center 100a and the external line incoming from the outside are performed to the same representative number, but in addition to this, an external line dedicated to the personal identification service is set. In addition, the transfer from the operator telephone 7 in the call center 100a may be performed to an external line dedicated for identity verification work. In this case, the ACD function 63a can transmit the personal identification service information to the personal computer 8a of the operator who distributes the incoming call to the external line dedicated to the personal identification service.

1. Customer telephone 1 (second communication device)
2 Communication network 6 Headset 7 Operator telephone (telephone)
8,8a PC (display device)
10. Operator communication device (first communication device)
30 Switching Machine 40 Voice Response Device 42 Voice Response Function 43 Identity Confirmation Check Function 50 Call Center Server (Identity Confirmation Management Device)
52 Identity Confirmation Status Management Table 62 Operator Status Management Function 63, 63a ACD Function 64 Transfer Destination Operator Selection Function (Person Confirmation Device Selection Function)
65 Identification confirmation execution function 66 Identification confirmation result management function 67 Identification confirmation implementation status management function 81 Identification confirmation start screen 82 Identification confirmation notification screen 83, 83a Identification confirmation result screen 84 Identification confirmation completion notification screen 82a Identification confirmation business screen (person identification) Confirmation screen)
100, 100a Call center (personal identification management system)

Claims (9)

A principal who manages the identity verification of a caller who is connected to a plurality of first communication devices including a call device and a display device and uses the second communication device to establish a call with the first communication device. A confirmation management device,
An identity verification device selection function for selecting any other first communication device other than the first communication device that establishes a call with the second communication device when performing identity verification of the caller When,
An identity confirmation notification screen for notifying an operator of the other first communication device to the operator of the other first communication device that the identity confirmation device selection function has selected is performed. The identification confirmation notification function to be displayed,
A personal identification management device comprising: In the identity verification management device according to claim 1,
The identity verification execution notification function is
When displaying the identity confirmation notification screen on the display device of the other first communication device, in addition to establishing a call between the first communication device and the second communication device, the other Establishing a call between the communication device of the first communication device and the second communication device;
A personal identification management device characterized by that. In the identity verification management device according to claim 2,
Acquiring identity confirmation completion information indicating that identity confirmation using the communication device of the other first communication device that has established a call with the second communication device has been completed, and the first communication device; An identification confirmation management function for causing the display device to display an identification confirmation completion notification screen for notifying the operator of the first communication apparatus of completion of identification of the caller;
A personal identification management device characterized by that. In the personal identification management device according to claim 3,
The identity verification result management function
When displaying a personal identification completion notification screen on the display device of the first communication device, in addition to establishing a call between the other first communication device and the second communication device, Establishing a call between the communication device of the first communication device and the second communication device;
A personal identification management device characterized by that. The identity verification management device according to any one of claims 1 to 4,
The identity verification management device
Instead of the identity verification device selection function and the identity verification execution notification function, incoming calls from the second communication device are equalized in order from the first communication device with a long waiting time. ACD function to distribute calls evenly,
The ACD function is
Even when the incoming call is a transfer from the first communication device, the equal distribution is made in the same manner as the incoming call from the second communication device,
When the incoming call is a transfer from the first communication device, the equally distributed incoming call confirms the identity of the caller on the display device of the first communication device to which the incoming call is evenly distributed. Display a screen for verifying the identity of the phone for verification.
A personal identification management device characterized by that. A principal who manages the identity verification of a caller who is connected to a plurality of first communication devices including a call device and a display device and uses the second communication device to establish a call with the first communication device. A confirmation management device,
An ACD function for evenly distributing incoming calls from the second communication device so that the number of responses is equalized in order from the first communication device having a long waiting time;
The ACD function is
Even when the incoming call is a transfer from the first communication device, the equal distribution is made in the same manner as the incoming call from the second communication device,
When the incoming call is a transfer from the first communication device, the equally distributed incoming call confirms the identity of the caller on the display device of the first communication device to which the incoming call is evenly distributed. Display a screen for verifying the identity of the phone for verification.
A personal identification management device characterized by that. An identity verification management system comprising: the identity verification management device according to claim 3; and a voice response device that is communicably connected to the first communication device and the second communication device. ,
The voice response device includes:
An identity verification check function for automatically executing identity verification of the caller based on an instruction of an operator of the other first communication device;
The identity confirmation completion information is information obtained from the voice response device or the other first communication device.
Identity verification management system characterized by that. A principal who manages the identity verification of a caller who is connected to a plurality of first communication devices including a call device and a display device and uses the second communication device to establish a call with the first communication device. A personal identification management method executed by the verification management device,
When performing identity verification of the caller, select any other first communication device other than the first communication device that has established a call with the second communication device,
Causing the display device of the selected other first communication device to display an identity confirmation notification screen for notifying the operator of the other first communication device of the implementation of identity verification of the caller;
A personal identification management method characterized by that.   A personal identification management program for causing a computer to execute the personal identification management method according to claim 8.

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