JP5880130B2 - Automatic calling device, responsiveness evaluation system using the automatic calling device, and program for realizing the automatic calling device - Google Patents

Description

  The present invention relates to an automatic call device that automatically measures a standard waiting time of a call waiting inside a call destination, a responsiveness evaluation system using the automatic call device, and the automatic call device. It relates to the program to be realized.

  In a call center that specializes in telephone service for customers, a large number of operators who perform telephone service are waiting. In the call center, a device (hereinafter referred to as “call center device”) that connects a telephone (call) received from a customer (hereinafter referred to as “user”) as a call center user to a telephone of an arbitrary operator. Is installed. The call center device is configured by a server or an exchange.

  When a call is received from a user, the call center device connects the call (call) to a telephone of an arbitrary operator. However, at this time, if there is no available operator (that is, an operator who is not answering the telephone (hereinafter referred to as “empty operator”)), the call center apparatus waits for the telephone (call) as a “waiting call”.

  The waiting calls are normally waited in the order of connection to the call center device (the order in which the calls are received). When an empty operator occurs, the call center device connects the first waiting call to the operator's telephone. Thereby, the user starts a call with the operator.

  By the way, in a call center, the importance of easy connection to a call center is emphasized as an index of service quality for users. As a technology related to the ease of connection to a call center, for example, there is an information providing system that determines in advance which call center is easily connected (see Patent Document 1).

  In the information providing system described in Patent Document 1, the server registers operator presence information (information indicating whether or not the operator is in a state of being able to answer a call from a user) in a database, and the operator presence information Based on the information, it is configured to identify the time available for telephone calls in the past predetermined time (for example, 24 hours) of the call center and transmit the information to the user's terminal. The operator presence information is registered as “withdrawn” information when the operator does not operate the operator terminal for a certain time (for example, 1 minute) or when the operator leaves, and the operator is responding. In this case, “busy” information is registered.

  In addition, as a technique related to the telephone response of the operator, after the call between the user and the operator is terminated, a survey is conducted in which a questionnaire is conducted to ask the user an impression of the operator using an automatic voice response (IVR) means. There is a system (see Patent Document 2).

  Also, as a technology related to a telephone line, there is a line diagnostic system that automatically diagnoses a telephone line state as “normal” when a telephone is automatically called and a ringing tone is generated ( (See Patent Document 3).

JP 2008-182354 A JP 2004-229014 A JP 2008-124731 A

  Some call centers have low responsiveness. When a user makes a call to a call center with low responsiveness, the call (call) is waited for a relatively long time as a waiting call within the call center. Therefore, in this case, the user becomes frustrated and accumulates dissatisfaction with the call center. Therefore, in the call center, it is desired to improve the call center responsiveness and shorten the standard waiting time for waiting calls. In order to shorten the waiting time of the waiting call, the call center needs to grasp the standard waiting time of the waiting call.

  However, any of the systems described in Patent Document 1 to Patent Document 3 has a call center responsiveness (specifically, the call center device receives a user's telephone call within the call center). A function that measures the waiting time rather than evaluating the short time required to connect the telephone (waiting call) to the operator's telephone, that is, the waiting time of the waiting call within the calling party. Does not have. In particular, the investigation system described in Patent Document 2 does not place a call to a call center. Further, the line diagnosis system described in Patent Document 3 only diagnoses whether or not the state of the telephone line is normal.

  Therefore, there is a problem that none of the systems described in Patent Documents 1 to 3 can be used for a service for reducing the standard waiting time of waiting calls.

  The present invention has been made to solve the above-described problems, and an automatic calling device for automatically measuring a standard waiting time of a waiting call inside a call destination, and the automatic calling device. The main purpose is to provide a responsiveness evaluation system to be used and a program for realizing the automatic call device.

In order to achieve the above object, a first invention is an automatic calling device for automatically calling a call destination of a predetermined telephone number, and is a call destination management for managing a call destination telephone number. A call execution unit for calling the call destination designated by the call destination management unit, and when the telephone calls the call destination, the call destination at a predetermined timing. Required for a series of processing that is performed from the time of calling until the call is disconnected. It possesses a time measuring unit for measuring time, and call result management unit for storing the measured time measured by the time measuring unit in the database in association with the call destination, the response recognition unit called pattern The call result management unit specifies the measured time and the incoming call pattern. In association with down a structure for storing in the database.

In this automatic call device, first, the call destination management unit designates the call center whose latency is to be measured as the call destination, and then the call execution unit automatically sets the call destination to the designated call destination. Make a call. When the telephone (call) is called to the call destination, the automatic voice response unit has a predetermined timing (for example, the timing when the telephone is connected to the operator's telephone inside the call destination). Voice guidance that prompts the callee to answer is played. In response to this, when the operator returns a response to the automatic calling device, the response recognition unit recognizes the response. During this time, the time measuring unit measures the time required for a series of processes performed after the call is made until the call (call) is disconnected. Then, the response recognition unit identifies an incoming call pattern, calling result management unit, pairs応付the incoming call pattern identified by the measurement time and the response recognition section measured by the time measuring section for each call destination Stored in the database.

  At this time, the accumulated measurement time means a standard waiting time of the waiting call within the call destination. Therefore, this automatic calling device can automatically measure the standard waiting time of a waiting call within the call destination.

A second invention is a responsiveness evaluation system for evaluating the responsiveness of a call center, comprising the automatic call device according to the first invention, a call center device and a telephone set installed in the call center, and the automatic call device. The call device measures a measurement time required for a series of processes performed from when the call center is called as the call destination to when the telephone is disconnected , specifies an incoming call pattern, and determines the measurement The call center responsiveness is evaluated by storing time and the incoming call pattern in association with each other.

  Since this responsiveness evaluation system uses the automatic calling device according to the first aspect of the invention, the standard waiting time of the waiting call inside the call destination when the call center is called as the call destination is automatically set. Can be measured.

The third invention is a measurement time database to accumulate the (outside) comprising a computer, a program to function as an automatic calling device which automatically calls the call destination of a predetermined telephone number A call destination management unit that manages a telephone number of a call destination, a call execution unit that calls the call destination specified by the call destination management unit, and a telephone An automatic voice response unit that plays voice guidance that prompts the call destination to respond at a predetermined timing when a call is received at the call destination, a response recognition unit that recognizes a response by the call destination, A time measuring unit for measuring a time required for a series of processing performed after the call is disconnected, and a measurement time measured by the time measuring unit in association with the call destination in the database. Call result tube to be accumulated Is configured to function as a part, further, the response recognition unit, to function as a means for identifying the incoming call pattern, the call result management unit, in association with the called pattern and the measured time the It is configured to function as means for storing in the database .
This program can realize the automatic calling device according to the first invention.

  According to the present invention, it is possible to automatically measure a standard waiting time of a waiting call inside a call destination.

It is a figure which shows the structure of the responsiveness evaluation system which concerns on embodiment. It is a figure which shows the structure of the automatic calling apparatus which concerns on embodiment. It is a figure which shows an example of an incoming call pattern. It is a figure which shows an example of the call destination information used by embodiment. It is a figure which shows an example of the calling result information used by embodiment. It is a figure which shows an example of the evaluation list produced in embodiment. It is an operation | movement sequence diagram (1) of the responsiveness evaluation system which concerns on embodiment. It is an operation | movement sequence diagram (2) of the responsiveness evaluation system which concerns on embodiment.

  Hereinafter, an embodiment of the present invention (hereinafter referred to as “the present embodiment”) will be described in detail with reference to the drawings. Each figure is only schematically shown so that the present invention can be fully understood. Therefore, the present invention is not limited to the illustrated example. Moreover, in each figure, the same code | symbol is attached | subjected about the common component and the same component, and those overlapping description is abbreviate | omitted.

[Embodiment]
<Configuration of responsiveness evaluation system>
Hereinafter, with reference to FIG. 1, it demonstrates per structure of the responsiveness evaluation system which concerns on this embodiment. FIG. 1 is a diagram illustrating a configuration of a responsiveness evaluation system according to an embodiment. FIG. 1 shows a communication environment of devices connected via the telephone network 8.

  The responsiveness evaluation system 1 according to the present embodiment is a system that evaluates the responsiveness of a call center by measuring a standard waiting time of a waiting call inside the call center. The responsiveness evaluation system 1 is mainly composed of a call center device 3, a telephone 5, and an automatic call device 7.

  Here, the “waiting time inside the call center” means that the call center device 3 receives the user's telephone (call) within the call center and then calls the user's telephone (waiting call) to the operator's telephone 5. Means the time to connect to. Further, “call center responsiveness” means a short waiting time for waiting calls in the call center.

  In the example shown in FIG. 1, a call center device 3, a telephone 5, and a personal computer (PC) 6 are installed in the call center. The telephone 5 and the PC 6 are devices used by an operator, respectively. A large number of these devices are installed inside the call center, and each is connected to the call center device 3 via the LAN 9. Note that the telephone set 5 is connected to a headset 4 attached to the operator's head.

  The call center device 3 is a device that connects a telephone (call) received from a user to a telephone 5 of an arbitrary operator. The call center device 3 is configured by a server or an exchange. The call center device 3 is connected to the telephone 2 used by the user via the telephone network 8 (public line). Since the call center device 3 is publicly known, a description of its configuration is omitted here.

  The user operates the telephone 2 to make a call (call) to the call center. As a result, the telephone set 2 makes a call (outgoing call). When a call (call) is received from a user, the call center device 3 installed in the call center connects the call (call) to a telephone 5 of an arbitrary operator. As a result, the user can talk to the operator. The operator uses the headset 4 connected to the telephone 5 to talk with the user. The operator operates the PC 6 to acquire information necessary for answering a call from a database (not shown).

  The call center device 3 is connected to an automatic call device 7 installed in a service provider via a telephone network 8. The automatic calling device 7 is a device that automatically measures a standard waiting time of a waiting call inside a call destination. The automatic calling device 7 makes a call (calls) to a telephone number of a call destination registered in advance at a predetermined timing. Here, description will be made assuming that the call destination is a call center.

  In the example shown in FIG. 1, the automatic calling device 7 is installed in a facility of an external service provider different from the call center, and is configured to call the call center as a call destination. The automatic calling device 7 is installed in a call center, and can be configured to call the call center as a call destination.

  However, when the call center responsiveness is evaluated, the call center itself may not be disclosed to the outside, or only convenient information may be disclosed. Therefore, the credibility of the evaluation may be questioned. Therefore, the evaluation of the call center responsiveness is preferably performed by an external service provider who is not connected to the call center. Therefore, in the present embodiment, the automatic calling device 7 is installed in a facility of an external service provider, and an external service provider different from the call center evaluates call center responsiveness from outside the call center. It will be explained as a thing.

  FIG. 2 is a diagram illustrating a configuration of the automatic calling device 7 according to the embodiment. As shown in FIG. 2, the automatic calling device 7 is configured by a computer, and includes a control unit 10 configured by a CPU and a storage unit 20 configured by RAM, ROM, HDD, and the like.

  The CPU as the control unit 10 includes a main control unit 11, a call destination management unit 12, a call execution unit 13, an automatic voice response unit 14, a response recognition unit 15, a time measurement unit 16, a call result management unit 17, and It functions as the evaluation unit 18. The CPU as the control unit 10 implements these functional units by executing the control program 101 stored in the storage unit 20.

The main control unit 11 is a functional unit that controls the overall operation of the automatic calling device 7.
The call destination management unit 12 is a functional unit that manages the telephone number of a call destination (here, a call center). Based on the call destination information 201 (see FIG. 4) stored in the database 26, the call destination management unit 12 makes a call to each call destination for each telephone number registered in advance (however, the year Schedule) (may include month and day). The call destination information 201 is information relating to a call destination whose latency is to be measured. Details of the call destination information 201 will be described later. Further, the call destination management unit 12 manages information representing the call pattern (see FIG. 3) of each call destination for each telephone number registered in advance based on the call destination information 201. The incoming call pattern will be described later.

The call execution unit 13 is a functional unit that makes a call to a call destination designated by the call destination management unit 12.
The automatic voice response unit 14 is a functional unit that realizes an automatic voice response (IVR) function. When the telephone (call) arrives at the call destination, the automatic voice response unit 14 makes a call at a predetermined timing (for example, when the telephone is connected to the operator's telephone 5 inside the call center). Play voice guidance prompting you to respond first.

The response recognizing unit 15 is a functional unit that recognizes a response from the call destination. Here, for example, the response recognition unit 15 identifies the PB tone transmitted when the call destination operator presses the push button (PB) as a response to the voice guidance of the automatic voice response unit 14, and the operator recognizes the PB tone. A description will be given assuming that the pressed number is pressed.
The time measuring unit 16 is a functional unit that measures the time required for a series of processing performed after a call is made until the call (call) is disconnected.

The call result management unit 17 is a functional unit that accumulates in the database 26 in association with the measurement time call destination measured by the time measurement unit 16. The call result management unit 17 provides the call result information 202 (see FIG. 5) with information such as a measurement time and a determination result as to whether or not the connection with the operator is normally performed for each telephone number registered in advance. ) And stored in the database 26 for management. Details of the call result information 202 will be described later.
The evaluation unit 18 is a functional unit that evaluates the responsiveness of the call destination managed for each call time based on the measured time accumulated in the database 26. The evaluation unit 18 evaluates the responsiveness rank of the call destination at a predetermined timing with reference to table data for evaluation criteria (not shown), and evaluation list information 203 representing the responsiveness of the call destination (see FIG. 6). ). Details of the evaluation list information 203 will be described later.

In the present embodiment, the storage unit 20 functions as a control program storage unit 21 and a database (DB) 26. The database 26 may be provided outside the automatic calling device 7.
The control program storage unit 21 is a storage unit that stores the control program 101 in advance.
The database 26 is a storage means for storing call destination information 201 (see FIG. 4), call result information 202 (see FIG. 5), evaluation list information 203 (see FIG. 6), and the like. The call destination information 201, the call result information 202, and the evaluation list information 203 will be described later.

  In this configuration, the automatic calling device 7 first specifies the call center whose call waiting time should be measured as the call destination based on the call destination information 201 stored in the database 26 by the call destination management unit 12. Next, the call execution unit 13 automatically calls the designated call destination.

  When the telephone (call) is called to the call destination, the automatic voice response unit 14 is set at a predetermined timing (for example, a timing when the telephone is connected to the operator's telephone 5 inside the call center). Voice guidance that prompts the callee to answer is played.

  In response to this, for example, the operator presses the push button (PB) of the telephone 5 and returns a response to the automatic calling device 7. At this time, the telephone 5 transmits a PB tone associated with the PB pressed by the operator to the automatic calling device 7.

  Then, the response recognition unit 15 identifies the transmitted PB tone and recognizes the pressing number pressed by the operator. Thereby, the response recognition unit 15 recognizes the operator's response.

  During this time, the time measuring unit 16 measures the time required for a series of processes performed after the call is made until the call (call) is disconnected. Then, the call result management unit 17 stores the measurement time measured by the time measurement unit 16 as the call result information 202 in the database 26 in association with the call destination.

  At this time, the accumulated measurement time means a standard waiting time of the waiting call within the call destination. Therefore, the automatic calling device 7 automatically measures the standard waiting time of the waiting call inside the call destination.

  Thereafter, in the automatic calling device 7, the evaluation unit 18 creates an evaluation list representing the responsiveness of the call destination at a predetermined timing, and stores the evaluation list in the database 26 as evaluation list information 203. The evaluation list information 203 is provided from the service provider to the call center of the call destination. The call center verifies the responsiveness based on the provided evaluation list information 203. If the responsiveness is low, the telephone center 5 is increased or the number of operators is increased to improve the responsiveness (that is, inside the call center). (Reducing the standard waiting time for waiting calls in Japan).

<Incoming call pattern example>
In the present embodiment, description will be made on the assumption that there are three types of incoming call patterns when a telephone call is made to a call center. FIG. 3 is a diagram illustrating an example of an incoming call pattern.

  Pattern 1 is a pattern in which the telephone (call) is immediately connected to the telephone 5 of the operator after the telephone (call) has arrived at the call center device 3 and the operator responds. In the present embodiment, pattern 1 will be described as a process when there is a vacant operator during the process of S210 shown in FIG. 7B.

  In the pattern 2, after the telephone (call) is received by the call center apparatus 3, voice guidance is played by the call center apparatus 3, and then the telephone (call) is disconnected without being connected to the operator's telephone 5 within a predetermined time. It is a pattern. In the present embodiment, pattern 2 will be described as a process when a state where there is no vacant operator continues for a predetermined time or more during the process of S215 shown in FIG. 7B.

  The pattern 3 is a pattern in which after the telephone (call) is received by the call center apparatus 3, voice guidance is played by the call center apparatus 3, and then the telephone (call) is connected to the operator's telephone 5 and the operator answers. . In the present embodiment, the pattern 3 will be described as a process performed when there is a vacant operator within a certain time during the process of S215 illustrated in FIG. 7B.

  The automatic calling device 7 specifies an incoming call pattern by the automatic voice response (IVR) function of the automatic voice response unit 14 and the response recognition function of the response recognition unit 15, and executes time measurement according to the incoming call pattern. Is possible.

  The incoming call pattern needs to be registered in the call destination information 201 (see FIG. 4) for each call center that is the target of the waiting time measurement as the call destination. As the incoming call pattern, a new pattern can be registered according to the actual situation.

<Example of callee information>
Hereinafter, an example of the call destination information 201 will be described with reference to FIG. FIG. 4 is a diagram illustrating an example of call destination information used in the embodiment. The call destination information 201 is information relating to a call destination that is a target of waiting time measurement.

  In the example shown in FIG. 4, the call destination information 201 includes a registration ID, a request source ID, a call center name, a telephone number, a call time, an incoming call pattern, measured times t1, t2, t3, t4, and a total time TA. It is configured to include information such as. The “request source” in the callee information 201 shown in FIG. 4 means an organization that has requested the service provider to evaluate the responsiveness of the call center. Here, it is assumed that it is a call center office itself.

In the example shown in FIG. 4, the “telephone number” information represents a telephone number of a call center as a call destination that is a target of waiting time measurement.
The “calling time” information represents a time for making a call (calling). The “calling time” information may include not only the time but also information such as the date and day of the week.
The “incoming call pattern” information represents an incoming call pattern of a call destination (see FIG. 3). The “incoming call pattern” is registered in advance for each call center that is a target of waiting time measurement as a call destination.

  “Measured time t1, t2, t3, t4” represents the time taken by the time measuring unit 16 to take a series of processes performed after the call is made until the call (call) is disconnected. ing. “Measurement time t1, t2, t3, t4” indicates how many seconds the measurement time at the time measurement point designated in advance was. In the present embodiment, the measurement time t1 will be described as the time required for the processing from S110 to S205 shown in FIG. 7A. The measurement time t2 will be described as the time required for the processing from S205 shown in FIG. 7A to S305 shown in FIG. 7B. The measurement time t3 will be described as the time required for the processing from S305 to S310 shown in FIG. 7B. The measurement time t4 will be described as the time required for the processing from S310 to S145 shown in FIG. 7B.

  The “total time TA” represents the time measured by the time measuring unit 16 until the call (call) is disconnected after the call is made. In the present embodiment, description will be made assuming that the total of the measurement times t1, t2, t3, and t4 becomes the total time TA. Therefore, the total time TA is the time required for the processing from S110 shown in FIG. 7A to S145 shown in FIG. 7B.

  The call destination information 201 is registered in advance in the database 26 and is referred to by the call destination management unit 12. Further, the call destination information 201 stores information such as the measurement times t1, t2, t3, t4 and the total time TA by the call result management unit 17. The stored information such as the measured times t1, t2, t3, t4, the total time TA, etc. is read by the call result management unit 17 and is used as reference information for creating the call result information 202 (see FIG. 5). Used as

<Example of call result information>
Hereinafter, an example of the call result information 202 will be described with reference to FIG. FIG. 5 is a diagram illustrating an example of call result information used in the embodiment. The call result information 202 is information representing a result of a call.

  In the example shown in FIG. 5, the call result information 202 includes a call ID, a requester ID, a call center name, a telephone number, a call date / time, an incoming call pattern, determination, measurement times t1, t2, t3, t4, and It is configured to include information such as the total time TA. The “request source” in the call result information 202 shown in FIG. 5 means an organization that has requested the service provider to evaluate the responsiveness of the call center. Here, it is assumed that it is a call center office itself.

In the example shown in FIG. 5, the “calling date / time” information represents the date / time when the call was made (that is, the date / time when the waiting time was measured).
The “determination” information represents a determination result as to whether or not the connection with the operator has been normally performed.

<Example of evaluation list information>
Hereinafter, an example of the evaluation list information 203 will be described with reference to FIG. FIG. 6 is a diagram illustrating an example of evaluation list information created in the embodiment. The evaluation list information 203 is information representing the responsiveness of the call destination. The evaluation list information 203 is created by the evaluation unit 18 evaluating the responsiveness of each call destination based on the call result information 202 at a predetermined timing.

  In the example illustrated in FIG. 6, the evaluation list information 203 includes information such as a request source ID, a call center name, a telephone number, a time zone, an evaluation rank (for each time zone), and an overall evaluation rank. The “request source” in the evaluation list information 203 shown in FIG. 6 means an organization that has requested the service provider to evaluate the call center responsiveness. Here, it is assumed that it is a call center office itself.

<Operation of responsiveness evaluation system>
Hereinafter, the operation of the responsiveness evaluation system 1 will be described with reference to FIG. 2 and FIGS. 7A and 7B. 7A and 7B are operation sequence diagrams of the responsiveness evaluation system according to the embodiment, respectively. Note that the automatic calling device 7 and the call center device 3 operate based on a timer (not shown).

  As shown in FIG. 7A, in the service provider, the call destination management unit 12 of the automatic call device 7 installed in the facility of the service provider calls the call destination information 201 stored in the database 26 (see FIG. 4). ) For each telephone number registered in advance, the time at which each call destination makes a call (however, the date may be included) is scheduled (S105).

  The call destination management unit 12 outputs a call instruction that designates the telephone number of the corresponding call center as the call destination to the call execution unit 13 at the call time registered in the call destination information 201 in advance. In response to this, the call execution unit 13 calls (calls) the designated call destination telephone number (S110). At this time, the time measuring unit 16 starts measuring time in accordance with the start of the call.

  In the call center of the call destination, the call center device 3 takes a call. As a result, the telephone (call) from the automatic calling device 7 is received (S205). At this time, the call center device 3 plays a predetermined voice guidance by an automatic voice response (IVR). Thereafter, the processing of the call center device 3 proceeds to S210 illustrated in FIG.

  In the service provider, the response recognition unit 15 of the automatic calling device 7 recognizes the voice guidance voice and the background sound, and confirms that the telephone (call) from the automatic calling device 7 has been received. (S115). Thereafter, the processing of the automatic calling device 7 proceeds to S120 shown in FIG. 7B via the code “A”.

On the other hand, in the call center, after S205, the call center device 3 checks the status of the vacant operator (S210).
In S210, when there is no available operator status, the call center device 3 performs a queuing process for waiting for a call (call) from the automatic calling device 7 as a waiting call until an available operator is generated. (S215). At this time, the call center device 3 plays a predetermined voice guidance by an automatic voice response (IVR).

  In the service provider, after S115, the automatic calling device 7 enters a standby state waiting for a response from the call center device 3. At this time, the response recognition unit 15 of the automatic calling device 7 recognizes the voice of the voice guidance and the background sound thereof, and performs a queuing process in which the telephone (call) from the automatic calling device 7 waits as a waiting call. Make sure that

  Then, the automatic calling device 7 confirms that the telephone (call) from the automatic calling device 7 is not connected to the operator's telephone 5 even after a predetermined time has elapsed (S120). Disconnect (S125). In this case, the call result management unit 17 stores (registers) the total time TB from S110 to S125 in the database 26 as one piece of information of the call destination information 201. Thereafter, the processing of the automatic calling device 7 proceeds to S150.

  In S210, when there is an empty operator status, the call center device 3 connects the telephone (call) from the automatic calling device 7 to the operator's telephone 5 (S305).

  Also, in S215, even when an empty operator occurs within a certain time, the call center device 3 connects the telephone (call) from the automatic calling device 7 to the operator's telephone 5 (S305).

  When the telephone (call) from the automatic calling device 7 is connected to the telephone 5, the operator starts telephone reception. At this time, in the service provider, the response recognition unit 15 of the automatic calling device 7 recognizes the operator's fixed language (for example, “Let me wait” or the like) By recognizing that the sound has been muted, it is confirmed that the telephone (call) from the automatic calling device 7 is connected to the telephone 5 of the operator (S130).

  When the automatic calling device 7 confirms that the telephone (call) from the automatic calling device 7 is connected to the operator's telephone 5, the automatic voice response unit 14 urges the call destination operator to answer the call. Voice guidance is played (S135). In the present embodiment, the description will be made assuming that the voice guidance prompts the callee operator to press a specific push button (PB) of the telephone 5.

  The operator presses the designated PB according to this voice guidance. As a result, the telephone 5 transmits a PB tone associated with the pressed PB to the automatic calling device 7 (S310). Thereafter, the operator presses the disconnect button on the telephone 5 to disconnect the telephone (call).

  In the service provider, the response recognition unit 15 of the automatic calling device 7 receives the PB tone transmitted from the operator's telephone 5 (S140). Then, the response recognition unit 15 identifies the PB tone and recognizes the pressing number pressed by the operator. As a result, the automatic calling device 7 confirms that the telephone (call) from the automatic calling device 7 is securely connected to the telephone 5 of the operator and is ready for the operator.

  After S140, when the automatic calling device 7 confirms that the operator is ready, the telephone (call) is disconnected (S145). In this case, the call result management unit 17 stores (registers) the total time TA from S110 to S145 in the database 26 as one piece of information of the call destination information 201. Thereafter, the processing of the automatic calling device 7 proceeds to S150.

  While the processing from S110 to S145 is being performed, the automatic call device 7 is configured such that the time measurement unit 16 calls the call center call center device 3 after the time measurement unit 16 calls the call center. Time t1 until connection is made, time t2 from when the telephone (call) is connected to the call center device 3 of the call center until the telephone (call) is connected to the operator's telephone 5, and the telephone (call) is the telephone 5 of the operator To t3 until receiving an operator response (PB tone), t4 from receiving the operator response (PB tone) to disconnecting the call (call), and total time TA ( Or the total time TB) is measured.

  After S125 or after S145, in the automatic calling device 7, the call result management unit 17 associates the call destination with the measured times t1, t2, t3, t4 measured by the time measuring unit 16. The total time TA (or total time TB) is stored (registered) in the database 26 as one piece of information of the call destination information 201 (S150).

  After S150, in the automatic calling device 7, the evaluation unit 18 refers to the evaluation criteria table data (not shown) based on the call destination information 201 at a predetermined timing, and determines the call destination response rank. Is evaluated (S155), and evaluation list information 203 representing the responsiveness of the call destination is created and stored in the database 26 (S160).

  Such an automatic calling device 7 can automatically measure the time associated with call center responsiveness. In the present embodiment, “time related to call center responsiveness” is measured time t1, t2, t3, t4 and total time TA (or TB). Among them, in particular, the measurement time t2 represents a waiting time inside the call center, and has a high importance for the call center responsiveness. These values contribute to the improvement of call center responsiveness by being used as a quality indicator of responsiveness in the operation of telephone answering work.

  Moreover, the automatic call device 7 can measure the time related to the responsiveness of not only one but many call centers. Therefore, the automatic calling device 7 can perform a benchmark test of responsiveness to a large number of call centers. Moreover, the automatic calling device 7 can make the viewer of the evaluation list information 203 compare the responsiveness of each call center by creating the evaluation list information 203 of each call center.

  Further, the automatic calling device 7 can measure the time while supporting various incoming call patterns even if there are a plurality of types of incoming call patterns of the call center device 3.

  Further, the automatic calling device 7 can evaluate the call center responsiveness while the call center is performing a normal telephone answering service. Therefore, the automatic calling device 7 can evaluate the call center responsiveness without hindering the call center telephone service.

  Further, for example, when the evaluation list information 203 is made public, the call center stakeholder can confirm the call center responsiveness. As a result, the call center creates an environment that is easy for the user to use based on the evaluation of the current state and past responsiveness, and therefore the satisfaction of the call center user can be improved.

  As described above, according to the automatic calling device 7 according to the present embodiment, it is possible to automatically measure the standard waiting time of a waiting call inside the call destination.

  The present invention is not limited to the above-described embodiment, and various changes and modifications can be made without departing from the gist of the present invention.

For example, the automatic calling device 7 can be applied to a service or the like for a call center even if the configuration is different from that of the embodiment.
For example, the automatic calling device 7 may create the evaluation list information 203 for each day of the week.

Further, for example, when a special event date and time that is likely to cause a connection failure is known in advance, the automatic calling device 7 may create the evaluation list information 203 in a format that excludes the event date and time. .
Alternatively, in this case, the automatic calling device 7 may create the evaluation list information 203 in a format that allows the event date information to be identified from other information.
Alternatively, for example, in this case, the automatic calling device 7 may measure the time on the date and time excluding the event date and time. Such measurement can be realized by registering in advance in the call destination information 201 as the call time, excluding the event date.

1 Response evaluation system 2, 5 Telephone 3 Call center device (server or exchange)
4 Headset 6 Personal computer (PC)
7 Automatic calling device 8 Telephone network 9 LAN
10 Control unit (CPU)
DESCRIPTION OF SYMBOLS 11 Main control part 12 Call destination management part 13 Call execution part 14 Automatic voice response part 15 Response recognition part 16 Time measurement part 17 Call result management part 18 Evaluation part 20 Storage part (RAM, ROM, HDD, etc.)
21 Control Program Storage Unit 26 Database (DB)
101 Control Program 201 Callee Information 202 Calling Result Information 203 Evaluation List Information

Claims (6)

In an automatic calling device that automatically calls a destination of a predetermined telephone number,
A call destination management unit that manages the telephone number of the call destination;
A call execution unit that calls the callee designated by the callee management unit;
An automatic voice response unit that plays voice guidance that prompts the callee to respond at a predetermined timing when a call arrives at the callee;
A response recognition unit for recognizing a response by the call destination;
A time measurement unit that measures the time required for a series of processing performed after the call is made until the call is disconnected;
Possess a calling result management section for storing in a database in association with metrology time measured by the time measuring unit to the called party,
The response recognition unit identifies an incoming call pattern;
The call origination result managing unit stores the measured time and the incoming call pattern in association with each other in the database . The automatic calling device according to claim 1, wherein
The incoming call pattern is specified by any combination including fixed phrases, background sound mute, elapsed time, and line disconnection based on one or both of the voice and background sound flowing from the call destination. Ru
An automatic calling device characterized by that. In the automatic calling device according to claim 1 or 2,
The incoming call pattern includes a pattern indicating whether the connection is made after waiting as a waiting call or connected without being waiting as a waiting call.
An automatic calling device characterized by that. The automatic call device according to any one of claims 1 to 3,
Furthermore, based on the measurement time accumulated in the database, an evaluation unit that evaluates the responsiveness of the call destination managed for each call time,
The evaluation unit creates an evaluation list representing responsiveness of the call destination
An automatic calling device characterized by that. The automatic call device according to any one of claims 1 to 4, a call center device and a telephone set installed in a call center,
The automatic calling device measures a measurement time required for a series of processes performed from when the call center is called as the call destination to when the telephone is disconnected , and specifies an incoming call pattern. The responsiveness evaluation system characterized by evaluating the responsiveness of the call center by storing the measurement time and the incoming call pattern in association with each other . The measurement time of the computer with a database to accumulate, a automatically programmed to function as an automatic calling device to call the call destination of a predetermined telephone number,
The computer,
A call destination management unit that manages the telephone number of the call destination;
A call execution unit that calls the callee designated by the callee management unit;
An automatic voice response unit that plays voice guidance that prompts the callee to respond at a predetermined timing when a call arrives at the callee;
A response recognition unit for recognizing a response by the call destination;
A time measurement unit that measures the time required for a series of processing performed after the call is made until the call is disconnected;
The measurement time measured by the time measurement unit is configured to function as a call result management unit that is stored in the database in association with the call destination ,
Further, the response recognition unit functions as means for specifying an incoming call pattern,
The program that causes the call result management unit to function as means for associating the measurement time with the incoming call pattern and storing them in the database .

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