JP5891812B2 - Call center management method and program, and management device - Google Patents

Description

  The present invention relates to a call center operator management process by a computer, and more particularly to a process of presenting the work status of an operator to another person.

  In the call center, each of a plurality of operators makes a call with a customer and records the contents of the conversation. Each operator's work is managed using a computer.

  As one of the conventional management methods, there is known a system that analyzes the reception with a customer for each operator in a call center and presents the support information about the reception, the determination result based on the call time based on the standard time, and the like to the operator.

JP 2008-2111271 A

  In the call center, each operator performs a call operation for making a call with a customer, and an input operation for recording conversation contents and related information in the call after the call. Therefore, talking to the operator during the call work or input work must be avoided. On the other hand, in the call center, the manager needs to talk to the operator in order to manage the work status of the operator and to confirm business requirements. Generally, since an operator wears a headset type handset for a call, it is difficult for an administrator to know whether the operator is on a call. Therefore, the administrator looks at the operator and talks.

  However, there may be cases where an operator who has spoken after confirming that he / she is not talking is actually calling a customer or inputting a conversation, so that it is not appropriate to talk to interrupt the work. is there.

  The input operation of the call record becomes inefficient if it is not executed before the operator forgets the call status and conversation contents. Even if the input work is started, if the work is interrupted immediately, the operator may forget the conversation content or forget the input itself.

  In addition, because the operator wears a headset-type handset, it is difficult to understand the surroundings, and it may not be noticed that the person is speaking only by speaking. Others, such as an operator, often take an approach such as calling the operator's shoulder. However, such an approach, such as during a call or during an input operation, will cause the operator to be interrupted suddenly, further increasing the situation of forgetting the conversation or forgetting the input itself. May be more likely to occur. Therefore, for a while after the start of the input work, it is necessary to prevent the operator's input work from being interrupted by a particularly inappropriate conversation.

  In addition, during the input work, while the conversation contents and related information are being written down, the operator tends to forget the contents to be input due to the input interruption due to the conversation, so the conversation must be avoided. Therefore, in order not to reduce the operator's work efficiency due to the conversation that interrupts the operator's input work, it is necessary for the other person to know whether or not the situation is acceptable for the operator.

  However, according to the conventional management method, the administrator can talk while waiting for the end of the call by knowing whether or not the operator is in a call. I can't know.

  The present invention provides a technique capable of monitoring an operator's situation even during a work other than a telephone call work and notifying the other person whether or not talking to the operator is in an appropriate situation. The purpose is to prevent a decrease in efficiency.

A call center management method disclosed as one aspect of the present invention is a call center management method executed by a management device that manages a work status in an operator terminal equipped with a call device, and the computer that is the management device includes the operator terminal. detecting the operator call end of by the communication device, wherein the operator terminal detects the start of the input operation of the operator, the position cursor indicating an input position in the text entry area of the input screen of the entering force effects industry in the call after the end the first display mode is displayed at the end of the operator end, the input screen second the operator terminal to display mode during the showing attention talk that the cursor in addition to the text input area located in showing a disabled while talked to Is displayed .

In addition, a call center management program disclosed as one aspect of the present invention measures a call time of an operator at an operator terminal in a computer that is a management device, and stores the length corresponding to the call time stored in a storage unit of the computer. Based on the predicted input time, a predicted input time having a length corresponding to the measured call time is determined, and the end of the predicted input time determined after detecting the end of the operator's call at the operator terminal Until the first information indicating that talking is impossible is displayed on the screen of the operator terminal, and the remaining time of the predicted input time corresponding to the determined call time is displayed on the screen of the operator terminal The processing to be executed is executed.

In addition, a management device disclosed as one aspect of the present invention includes a processing unit that measures an operator's call time at an operator terminal, and a predicted input time having a length corresponding to the call time, which is stored in a storage unit of a computer. And determining a predicted input time having a length corresponding to the measured call time, and talking between the detection of the operator's call end at the operator terminal and the end of the predicted input time determined. A processing unit for displaying first information indicating impossibility on the screen of the operator terminal and displaying the remaining time of the predicted input time having a length corresponding to the determined call time on the screen of the operator terminal; Prepare.

  According to the call center management method described above, the manager and other operators can visually check the status of the operator's telephone call and input work and determine whether or not to talk to the operator. A reduction in work efficiency can be prevented.

It is a figure which shows the structural example of the call center management system with which the management apparatus disclosed as this invention is applied. It is a figure which shows the block structural example in this embodiment of a management apparatus. It is a figure which shows the block structural example in this embodiment of an operator terminal. It is a figure which shows the example of a transition of the display mode in a 1st process example. It is a figure which shows the process flow in a 1st process example. It is a figure which shows the example of the corresponding | compatible screen which displays the 3rd display mode in a 1st process example. It is a figure which shows the example of the corresponding | compatible screen which displays the 2nd display mode in a 1st process example. It is a figure which shows the example of the corresponding | compatible screen which displays the 4th display mode in a 1st process example. It is a figure which shows the example of the corresponding | compatible screen which displays the 5th display mode in a 1st process example. It is a figure which shows the example of a processing flow of the input process in a 1st process example. It is a figure which shows the example of the input screen which displays the 2nd display mode in a 1st process example. It is a figure which shows the example of the input screen which displays the 1st display mode in a 1st process example. It is a figure which shows the example of the input screen which displays the 4th display mode in a 1st process example. It is a figure which shows the example of a prediction input time memory | storage part. It is a figure which shows the example of a transition of the display mode in a 2nd process example. It is a figure which shows the process flow in a 2nd process example. It is a figure which shows the example of a processing flow of the input process in a 2nd process. It is a figure which shows the example of the input screen which displays the 1st display mode in a 2nd process example. It is a figure which shows the example of the input screen which displays the 2nd display mode in a 2nd process example. It is a figure which shows the hardware structural example of a management apparatus.

  Hereinafter, a call center management method and a management apparatus disclosed as one aspect of the present invention will be described using embodiments.

  FIG. 1 is a diagram showing a configuration example of a call center management system to which a management device disclosed as the present invention is applied.

  The call center management system is a system that is provided in the call center and manages the work of each operator. The call center management system includes a management device 1, a plurality of operator terminals 2, an exchange 3, and a line status monitor 4.

  The management device 1 is a device that manages the work of each operator who uses the operator terminal 2. The operator terminal 2 has a function of making a call with a customer (calling party) telephone 6 via the exchange 3 and the public network 5. The line status monitor 4 monitors the exchange 3 and monitors the call status of each operator terminal 2. The public network 5 is a public switched telephone network, a cellular phone network, an IP telephone network, or the like.

  The call center management system shown in FIG. 1 performs known processes for management work, but only the processing units and information related to the present invention are shown in FIGS. 1 to 2 and 3 described later.

  In the call center, each operator uses one operator terminal 2. In the operator terminal 2, the operator performs a call work for making a call with the telephone 6 as a call partner based on the customer information transmitted from the management device 1 and an input work for recording information related to the call and the content of the conversation after the call. .

  During the input work, for example, the operator selects a corresponding item provided on the input screen, and directly writes the conversation contents, special notes, etc. in a text input area such as a memo field. In particular, conversation contents and related information that cannot be recorded during a call are often entered in the memo field. Therefore, while the operator is inputting data in the memo field (during memo entry), work interruptions due to talking are particularly interrupted. Must be prevented.

  As a first processing example, when the operator starts an input operation after a call, the management device 1 displays a display mode (second display mode) indicating caution on the operator terminal 2 on the input screen. While the input to the memo field of the input screen is possible, a display mode (first display mode) indicating that talking is impossible is displayed. As a result, it is possible to present to others that the operator should not speak while inputting notes during the input work, and it is possible to prevent a decrease in work efficiency due to talking. it can.

  Further, it is predicted that the input work is being performed for a while after the operator starts the input work. Therefore, while there is a high probability that input work is being performed, work interruption due to talking must be prevented.

  As a second processing example, the management device 1 presets a predicted input time corresponding to a call time category for each operator, obtains a predicted input time corresponding to the measured call time, and sends it to the operator terminal 2. The display mode (first display mode) indicating that talking is impossible during the predicted input time from the start of the input work is displayed, and after the predicted input time has elapsed, the display mode (second display mode) indicating talking attention is displayed. ) Is displayed. As a result, it is possible to show to others that the operator should not speak while the operator is predicting that he / she has been performing the input work since the start of the input work. Can be prevented.

  Further, in the second process, the management device 1 displays the remaining time of the predicted input time at the current time on the operator terminal 2. Thereby, the other person who talks to the operator can know the time standard until the input work is completed and can decide the timing of the talk.

  Further, in the second process, the management device 1 accumulates the operator's operation log information, calculates the operator's call time and input time, and calculates the average of the input time calculated for each call time category. Set as the expected input time for the category. As a result, the period during which talking is not possible can be determined based on the actual work time of the operator, and the state of the operator can be presented with higher accuracy.

  The first processing example and the second processing example described above may be implemented in combination. In that case, the management apparatus 1 displays the first display mode from the start of the input work to the end of the predicted input time, and displays the second display mode after the predicted input time ends. The first display mode is always displayed while the operator is inputting in the memo field.

  Next, the configuration of the management device 1 and the operator terminal 2 in this embodiment will be described.

  FIG. 2 is a diagram illustrating a block configuration example of the management apparatus 1 according to this embodiment.

  The management apparatus 1 includes a customer information storage unit 10, a customer information distribution unit 11, a connection status acquisition unit 12, an operation information acquisition unit 13, a display mode determination unit 14, an operation log acquisition unit 15, an operation time measurement unit 16, and an operation log storage. Unit 17, predicted input time setting unit 18, and predicted input time storage unit 19.

  The customer information distribution unit 11 receives a login or customer information request from the operator terminal 2, reads the customer information stored in the customer information storage unit 10, and transmits it to the operator terminal 2.

  The customer information is information related to the customer with whom the operator is calling, and is recorded for each customer with an identification number, a customer name, and a contact telephone number. The customer information storage unit 10 may be implemented as a database external to the management measure 1.

  The connection status acquisition unit 12 acquires the connection status of a call at each operator terminal 2 from the line status monitor 4 that monitors connection control of the exchange 3. The connection status is, for example, standby, outgoing (calling), connected, on hold, release of hold, disconnected, and the like.

  The operation information acquisition unit 13 acquires an operator operation on the operator terminal 2. The operator's operation is, for example, a click event of an operation button provided on a displayed screen, a position of a mouse cursor, or the like.

  The display mode determination unit 14 determines the display mode to be displayed on the operator terminal 2 based on the connection status of the operator terminal 2 or the operator's operation.

  The display mode is visually recognizable information indicating whether the operator is able to talk to the operator, whether it is necessary to be careful, or impossible. The display mode is, for example, a display color of a partial area of the display screen, a character message, an icon, a combination thereof, or the like.

  The display mode determination unit 14 determines the operator's predicted input time based on the predicted input time storage unit 19 and notifies the operator terminal 2 of it.

  The operation log acquisition unit 15 accumulates an operation log indicating an operation history of the operator at the operator terminal 2 in the operation log storage unit 17.

  The operation log records the detected operation and its operation time, and includes, for example, a call start time, a call end time, an input start time, an input end time, and the like. Here, the call start time is a click on a send button 111 on the corresponding screen 100 described later, the call end time is a click on the disconnect button 112 on the corresponding screen 100, and the input work start time is a click on the record button 114 on the corresponding screen 100. The input work end time is a time when a click operation event of a registration button 213 on the input screen 200 described later occurs.

  The operation time measuring unit 16 measures the call time from the detection time of the connection status “connected” and “disconnected” of the operator terminal 2 obtained from the connection status acquiring unit 12, and the input start time stored in the operation log storage unit 17. The input time is measured from the input end time.

  The predicted input time setting unit 18 totals the input time for each predetermined call time category based on the call time and input time of each operator, calculates the average of the input time for each category, and sets it as the predicted input time. . The predicted input time setting unit 18 stores predicted input time information indicating the predicted input time for each operator's call category in the predicted input time storage unit 19.

  FIG. 3 is a diagram illustrating a block configuration example of the operator terminal 2 in the present embodiment.

  The operator terminal 2 includes a display processing unit 21, an operation acquisition unit 22, a call processing unit 23, a headset 24, a display 25, and an input device 26.

  The display processing unit 21 acquires the customer information acquired from the management device 1, the determined display mode, the predicted input time, and the like, along with the corresponding screen that is an interface for call work or the input screen that is an interface for input work, The display mode and the remaining time of the predicted input time are displayed on the display 25.

  The operation acquisition unit 22 receives an operator's operation using an input device 26 such as a keyboard and a mouse, and transmits the operation to the management apparatus 1.

  The call processing unit 23 transmits a request related to the operator's call by the input device 26 to the exchange 3 to perform call processing.

  The headset 24 is a device that performs transmission / reception with a call partner in the call processing by the call processing unit 23.

  Next, the first to fifth display modes set in this embodiment will be described.

  The first display mode is a display color and a message “Do not speak” indicating a state in which the operator is in an input operation and cannot speak. The second display mode is a display color and a message “Attention to talking” indicating a state in which the operator needs to pay attention to talking during input work or call work.

  The third display mode is a display color and a message “Talking OK” indicating a state where the operator is on standby and talking is possible. The fourth display mode is a display color and a message “Do not speak” indicating a state in which the operator is busy and cannot speak. The fifth display mode is a display color and a message “Do not talk” indicating a state where the operator is on hold and talking is impossible.

  In this embodiment, a red display color is set as the first, fourth, and fifth display modes, a yellow display color is set as the second display mode, and a blue display color is set as the third display mode. Yes. An icon may be used instead of the message in the above display mode.

[First processing example]
Next, a first processing example of this embodiment will be described.

  FIG. 4 is a diagram illustrating a transition example of the display mode in the first processing example.

  When the operator logs in to the call center management system from the operator terminal 2, the operator terminal 2 displays a third display mode (speakable) as an initial state on a corresponding screen that displays customer information set as a call partner.

  When the operator makes a call to the customer (during a call), the second display mode (talking attention) is displayed on the corresponding screen of the operator terminal 2. When the other party's telephone 6 is connected in response, the fourth display mode (not talking) is displayed on the corresponding screen of the operator terminal 2. Thereafter, when the call with the other party is put on hold, the operator terminal 2 displays the fifth display mode (not talking) on the corresponding screen until the hold is released. When the connection with the telephone 6 of the other party is disconnected and the input operation is started, the operator terminal 2 displays the input screen and the second display mode (talking attention).

  Further, during the input operation, when the operator moves the cursor into the memo input area (memo field) provided on the input screen to enable the memo input (start memo input), the input screen of the operator terminal 2 is displayed. A first display mode (not talking) is displayed above. Further, when the operator moves the cursor outside the memo input area of the input screen and the memo input is completed (end of memo input), the second display mode (talking attention) is displayed on the input screen of the operator terminal 2. The

  FIG. 5 is a diagram showing a processing flow in the first processing example.

  When the operator logs in to the call center management system at the operator terminal 2, the following processing is started.

  The customer information distribution unit 11 of the management device 1 transmits the customer information stored in the customer information storage unit 10 to the operator terminal 2. The display processing unit 21 of the operator terminal 2 displays a corresponding screen 100 showing customer information on the display 25 (step S1).

  The display mode determination unit 14 determines the third display mode (speakable) that is the initial state. The display processing unit 21 displays the third display mode as the operator state of the corresponding screen 100 (step S2).

  FIG. 6 is a diagram illustrating an example of a corresponding screen.

  The correspondence screen 100 displays information such as operator information and customer information, and is provided with an operator state 110, a call button 111, a disconnect button 112, a hold button 113, a record button 114, a next button 115, and the like.

  The operator information is information such as the operator ID and operator name of the logged-in operator. Customer information includes customer ID, customer name, address, contact information (phone number), attribute information, transaction details, negotiation details, etc., call history information (call date, contact information, call partner, content, memo), etc. Information.

  The operator state 110 represents the current state of the operator, and is an area in which any one of the first to fifth display modes determined by the display mode determination unit 14 is displayed. In the correspondence screen 100 shown in FIG. 6, the third display mode is displayed in the operator state 110.

  The call button 111 is an operation button for making a call to a customer information contact. The disconnect button 112 is an operation button for disconnecting a call. The hold button 113 is an operation button for holding and releasing the hold. When the call button 111, the disconnect button 112, and the hold button 113 are clicked with a mouse, the call processing unit 23 transmits a call request, a disconnect request, a hold request, and a hold release request to the exchange 3 to perform a call process.

  The record button 114 is an operation button for starting input work. When the record button 114 is clicked with the mouse, the display processing unit 21 displays an input screen 200 described later. The next button 115 is an operation button for acquiring next customer information. When the next button 115 is clicked with the mouse, the customer information as the next call partner is transmitted from the management device 1 to the operator terminal 2 and displayed on the corresponding screen 100. When the operation acquisition unit 22 detects an operation event such as a mouse click on the corresponding screen 100, the detected operation and operation time are transmitted to the management device 1.

  When the operator clicks the call button 111 on the corresponding screen 100 displayed by the display processing unit 21 of the operator terminal 2 during the call work, the call processing unit 23 sends a “call request” to the telephone 6 of the other party. 3 to send. When the line status monitor 4 detects “calling (calling)” due to a request from the call processing unit 23 of the operator terminal 2 by monitoring the exchange 3, the connection status acquisition unit 12 detects the connection status “calling” of the operator terminal 2. Is acquired (step S3).

  The display mode determination unit 14 determines the second display mode (attention to talk) for the connection status “call”. The display processing unit 21 displays the second display mode on the corresponding screen 100 (step S4).

  FIG. 7 is a diagram illustrating an example of a corresponding screen. In the operator state 110 on the response screen 100, the second display mode (talking attention) is displayed.

  Thereafter, when the line status monitor 4 detects the “connection” of the call due to the response of the telephone 6 of the other party of the call by monitoring the exchange 3, the connection status acquisition unit 12 acquires the connection status “connection”. As a result, since the call on the operator terminal 2 is connected (Y in step S5), the display mode determination unit 14 determines the fourth display mode (speaking is impossible) for the connection status “connected”. The display processing unit 21 displays the fourth display mode on the corresponding screen 100 (step S6).

  FIG. 8 is a diagram illustrating an example of a corresponding screen. In the operator state 110 of the response screen 100, a fourth display mode (not talking) is displayed.

  When the telephone 6 of the other party does not respond and the operator clicks the disconnect button 112 on the corresponding screen 100 with a mouse, the call processing unit 23 transmits a “disconnect request” to the exchange 3. When the line status monitor 4 detects “disconnection” of the call, the connection status acquisition unit 12 acquires the connection status “connection”. As a result, the operator's call is not connected (N in Step S5), and the process returns to Step S1.

  After the connection status acquisition unit 12 acquires the connection status “connection” (Y in step S5), when the operator clicks the hold button 113 on the corresponding screen 100 during a call, the call processing unit 23 displays “hold request”. Is transmitted to the exchange 3. Since the line status monitor 4 detects the call “hold” and the connection status acquisition unit 12 acquires the connection status “hold” (Y in step S7), the display mode determination unit 14 sets the connection status “hold”. On the other hand, the fifth display mode (not talking) is determined. The display processing unit 21 displays the fifth display mode on the corresponding screen 100 (step S8).

  FIG. 9 is a diagram illustrating an example of a corresponding screen. In the operator state 110 of the response screen 100, the fifth display mode (not talking) is displayed.

  If the operator clicks the hold button 113 on the response screen 100 while the call is on hold, the call processing unit 23 transmits a “hold release request” to the exchange 3. When the line status monitor 4 detects the “hold release” of the call, the connection status acquisition unit 12 acquires the connection status “hold release” (Y in step S9). For the “cancel”, the fourth display mode (speaking impossible) is determined. As shown in FIG. 8, the display processing unit 21 displays the fourth display mode on the corresponding screen 100 (step S6). Note that the display processing unit 21 displays the fifth display mode on the corresponding screen 100 until the connection status acquisition unit 12 acquires the connection status “hold release” (N in Step S9) (Step S8).

  If there is no hold during a call (N in step S7) and the operator clicks the record button 114 on the corresponding screen 100 with a mouse, the operation acquisition unit 22 receives the operation “start input” and transmits it to the management apparatus 1. Since the operation information acquisition unit 13 acquires the operation “start input” (Y in step S10), call record input processing is executed (step S11).

  When the operator clicks the disconnect button 112 on the response screen 100 during a call, the call processing unit 23 transmits a “disconnect request” to the exchange 3. The line status monitor 4 detects the “disconnection” of the call of the operator terminal 2, and the connection status acquisition unit 12 acquires the connection status “disconnect” (step S12).

  The display mode determination unit 14 determines the second display mode (attention to talk) for the connection status “disconnected”. As shown in FIG. 7, the display processing unit 21 displays the second display mode on the corresponding screen 100 (step S13).

  Thereafter, when the operator clicks the record button 114 on the corresponding screen 100 with a mouse, the operation acquisition unit 22 receives the operation “start input” and transmits it to the management apparatus 1. Since the operation information acquisition unit 13 acquires the operation “start input” (Y in step S14), call record input processing is executed (step S15).

  Details of the input processing in steps S11 and S15 will be described later.

  Thereafter, when the operator clicks the next button 115 on the corresponding screen 100 with a mouse, the operation acquisition unit 22 receives the operation “customer information request” and transmits it to the management apparatus 1. Since the operation information acquisition unit 13 acquires the operation “request for customer information” (Y in step S16), the process returns to the process in step S1. In step S <b> 1, the customer information distribution unit 11 transmits undistributed customer information stored in the customer information storage unit 10 to the operator terminal 2. If the next button 115 is not clicked with the mouse and the operation “customer information request” is not acquired (N in step S16), the operation information acquisition unit 13 ends the process by logout.

  FIG. 10 is a diagram illustrating a processing flow example of input processing.

  When the input process is started in step S11 or step S15, the display processing unit 21 displays the input screen 200 (step S21).

  FIG. 11 is a diagram illustrating an example of the input screen.

  The input screen 200 displays customer information on the corresponding screen 100, and is provided with an operator state 210, a dialog content selection input field 211, a conversation content memo input field 212, a registration button 213, and the like. The operator state 210 indicates an operator state, and is an area where the first to fifth display modes are displayed.

  The registration button 213 is an operation button for accumulating information input on the input screen 200. When the registration button 213 is clicked with the mouse, the operator terminal 2 transmits the information input in the selection input field 211 and the memo input field 212 of the input screen 200 to the management apparatus 1 or a predetermined customer information storage server. Accumulate. When the operation acquisition unit 22 detects an operation event such as mouse button click on the input screen 200 or an operation by detecting the cursor position, the detected operation and operation time are transmitted to the management apparatus 1.

  If the connection status acquisition unit 12 has not acquired the connection status “connection” of the operator terminal 2 (N in step S22), the display mode determination unit 14 determines the second display mode (talking attention) as an initial state. To do. As shown in FIG. 11, the display processing unit 21 displays the second display mode on the operator state 210 of the input screen 200 (step S23).

  Thereafter, when the cursor moves to the memo input field 212 set on the input screen 200, the operation acquisition unit 22 detects the operation “start memo input” from the cursor position in the memo input field 212 and transmits it to the management device 1. . Since the operation information acquisition unit 13 acquires the operation “start memo input” (Y in step S24), the display mode determination unit 14 sets the first display mode (speaking impossible) for the operation “start memo input”. decide. The display processing unit 21 displays the first display mode on the operator state 210 of the input screen 200 (step S25).

  FIG. 12 is a diagram illustrating an example of the input screen. In the operator state 210 of the input screen 200, the first display mode (not talking) is displayed.

  Thereafter, when the cursor moves outside the memo input field 212 of the input screen 200, the operation acquisition unit 22 detects the operation “end memo input” because the cursor position has moved out of the memo input field 212, and the management device Send to 1. Since the operation information acquisition unit 13 acquires the operation “end memo input” (Y in step S26), the display mode determination unit 14 determines the second display mode (talking attention) for the operation “end memo input”. To do. As shown in FIG. 11, the display processing unit 21 displays the second display mode on the operator state 210 of the input screen 200 (step S27).

  The operator clicks the registration button 213 on the input screen 200 with the mouse, and the operation acquisition unit 22 returns to the process of step S24 until the operation “input completed” is acquired (N in step S28). When the operator clicks the registration button 213 with the mouse, the operation acquisition unit 22 receives the operation “input completion” and transmits the operation “input completion” to the management apparatus 1. When the operation information acquisition unit 13 acquires “input work completed” (Y in step S28), the management apparatus 1 performs a process of saving the input information in the selection input field 211 and the memo input field 212 of the input screen 200 (step S28). S29).

  In the process of step S22, if the connection status acquisition unit 12 acquires the connection status “connection” of the operator terminal 2 (Y in step S22), the display mode determination unit 14 displays the fourth display mode (not talking). ) Maintain the decision. The display processing unit 21 displays the fourth display mode on the operator state 200 of the input screen 200 (step S210).

  FIG. 13 is a diagram illustrating an example of the input screen. A fourth display mode (not talking) is displayed in the operator state 210 of the input screen 200.

  Thereafter, when the operator clicks the registration button 213 with the mouse, the operation acquisition unit 22 receives the operation “input completion” and transmits the operation “input completion” to the management apparatus 1. When the operation information acquisition unit 13 acquires the operation “input completion” (Y in step S28), the management apparatus 1 performs a process for storing the input information on the input screen 200 (step S29).

[Second processing example]
Next, a second processing example will be described.

  FIG. 14 is a diagram illustrating an example of the predicted input time storage unit 19.

  The predicted input time of each operator is set by the predicted input time setting unit 18 and stored in the predicted input time storage unit 19. The predicted input time storage unit 19 is implemented as a data table. In the predicted input time storage unit 19 shown in FIG. 14, the call time d is less than 3 minutes (d <3 minutes), between 3 minutes and 5 minutes (3 minutes ≦ d ≦ 5 minutes), and over 5 minutes (d> 5 minutes). The predicted input time for each operator is set for the three categories.

  FIG. 15 is a diagram illustrating a transition example of the display mode in the second processing example.

  In the second processing example, the first to fifth display modes are set as the display mode, as in the first processing example.

  When the operator logs in to the call center management system from the operator terminal 2, the management device 1 transmits customer information to the operator terminal 2. In the operator terminal 2, the third display mode is displayed on the corresponding screen including customer information. When the operator makes a call to an off-hook or other party (during a call), the second display mode is displayed on the corresponding screen of the operator terminal 2. When the telephone 6 of the communication partner is connected in response, the fourth display mode is displayed on the corresponding screen of the operator terminal 2 and the call time is measured.

  Thereafter, when the call with the telephone 6 of the other party is disconnected and the input operation is started, the predicted input time corresponding to the measured call time is determined. On the operator terminal 2, an input screen and a first display mode are displayed. When the predicted input time ends during the input operation (the remaining time of the predicted input time becomes 0), the second display mode is displayed on the input screen of the operator terminal 2.

  As in the first process, when the call with the other party is put on hold, the fifth display mode is displayed on the corresponding screen of the operator terminal 2 until the hold is released, and when the input operation is completed, A corresponding screen and a third display mode are displayed on the operator terminal.

  Further, in the second process, the remaining time of the predicted input time is displayed together with the display mode.

  FIG. 16 is a diagram illustrating a processing flow in the second processing example.

  When the customer information distribution unit 11 of the management device 1 transmits the customer information stored in the customer information storage unit 10 to the operator terminal 2, the display processing unit 21 of the operator terminal 2 displays a corresponding screen 100 indicating the customer information. (Step S31). The display mode determination unit 14 determines the third display mode (speakable) as an initial state. As shown in FIG. 6, the display processing unit 21 displays the third display mode on the operator state 110 of the corresponding screen 100 (step S32).

  When the operator clicks the call button 111 on the corresponding screen 100 with a mouse, the call processing unit 23 transmits a “call request” to the telephone 6 of the call partner to the exchange 3. The line status monitor 4 detects “calling (calling)” of the operator terminal 2, and the connection status acquisition unit 12 acquires the connection status “calling” of the operator terminal 2 (step S33). The display mode determination unit 14 determines the second display mode (attention to talk) for the connection status “call”. As shown in FIG. 7, the display processing unit 21 displays the second display mode on the corresponding screen 100 (step S34).

  Thereafter, when the line status monitor 4 detects the “connection” of the call due to the response from the telephone 6 of the other party and the connection status acquisition unit 12 acquires the connection status “connection” (Y in step S35), the operation time measurement unit 16 starts measuring the call time (step S36). The display mode determination unit 14 determines the fourth display mode (not talking) for the connection status “connection”. As shown in FIG. 8, the display processing unit 21 displays the fourth display mode on the corresponding screen 100 (step S37).

  When the telephone 6 of the other party does not respond and the operator clicks the disconnect button 112 on the corresponding screen 100 with a mouse, the call processing unit 23 transmits a “disconnect request” to the exchange 3. The line status monitor 4 detects the “disconnection” of the call, and the connection status acquisition unit 12 acquires the connection status “disconnect”. As a result, the telephone 6 of the other party is not connected (N in Step S35), and the process returns to Step S31.

  When the connection status acquisition unit 12 acquires the connection status “connection” (Y in step S35), when the operator clicks the hold button 113 on the corresponding screen 100 during a call, the call processing unit 23 displays “hold”. Request "is transmitted to the exchange 3, and the line status monitor 4 detects" hold "of the call. In this case, since the connection status acquisition unit 12 acquires the connection status “pending” (Y in step S38), the display mode determination unit 14 sets the fifth display mode (speaking impossible) for the connection status “pending”. decide. As shown in FIG. 9, the display processing unit 21 displays the fifth display mode on the corresponding screen 100 (step S39).

  If the operator clicks the hold button 113 on the response screen 100 while the call is on hold, the call processing unit 23 transmits a “hold release request” to the exchange 3. When the line status monitor 4 detects the “hold release” of the call and the connection status acquisition unit 12 acquires the connection status “release hold” (Y in step S310), the process returns to step S37.

  When there is no hold during a call (N in step S38) and the operator clicks the record button 114 on the corresponding screen 100 with a mouse, the operation acquisition unit 22 receives the operation “start input” and transmits it to the management apparatus 1. Since the operation information acquisition unit 13 acquires the operation “start input” (Y in step S311), a call record input process is executed (step S312).

  Further, when the operator clicks the disconnect button 112 on the corresponding screen 100 during a call, the call processing unit 23 transmits a “disconnect request” to the exchange 3. The line status monitor 4 detects the “disconnection” of the call, and the connection status acquisition unit 12 acquires the connection status “disconnect” (step S313). Further, the operation time measurement unit 16 ends the call time measurement (step S314). The display mode determination unit 14 determines the fourth display mode (speaking is impossible) for the connection status “disconnected”, and the display processing unit 21 displays the fourth display mode on the corresponding screen 100 (step S315).

  When the operator clicks the record button 114 on the corresponding screen 100 with a mouse, the operation acquisition unit 22 receives the operation “start input” and transmits it to the management apparatus 1. Since the operation information acquisition unit 13 acquires the operation “start input” (Y in step S316), the input process is executed (step S317).

  When the operator clicks the next button 115 on the corresponding screen 100 with a mouse, the operation acquisition unit 22 receives the operation “customer information request” and transmits it to the management apparatus 1. Since the operation information acquisition unit 13 acquires the operation “customer information request” (Y in step S318), the process returns to the process of step S31. If the next button 115 is not clicked with the mouse and the operation “customer information request” is not acquired (N in step S318), the operation information acquisition unit 13 ends the process by logging out.

  FIG. 17 is a diagram illustrating a processing flow example of the information recording processing in the second processing.

  When the input process is started in step S312 or step S317, the display processing unit 21 displays the input screen 200 (step S41).

  If the connection status acquisition unit 12 has not acquired the “connection” of the call of the operator terminal 2 (N in step S42), the operation time measurement unit 16 measures the input time from the time point when the operation “start input” is detected. Is started (step S43).

  The display mode determination unit 14 determines the first display mode (not talking) for the operation “start input”. The display processing unit 21 displays the first display mode on the operator state 210 of the input screen 200 '(step S44).

  Further, the display mode determination unit 14 obtains a predicted input time corresponding to the measured call time from the predicted input time storage unit 19 and transmits it to the operator terminal 2. The display processing unit 21 subtracts (counts down) the passage of the predicted input time and displays the remaining time of the predicted input time on the input screen 200 '(step S45).

  FIG. 18 is a diagram illustrating an example of an input screen.

  The input screen 200 ′ shown in FIG. 18 is a screen in which the remaining time 220 of the predicted input time is provided on the input screen 200 shown in FIG. 11, and includes an operator state 210, a selection input field 211, a memo input field 212, and a registration button. 213 and the like are the same as those on the input screen 200. In the remaining predicted input time 220, the remaining predicted input time calculated by the display processing unit 21 is displayed.

  Thereafter, when the display processing unit 21 detects the end of the predicted input time (remaining time “0”) (Y in step S46), the operation “end of predicted input time” is transmitted to the management apparatus 1 and displayed. The mode determining unit 14 determines the second display mode (talking attention) for the operation “end of predicted input time”. The display processing unit 21 displays the second display mode on the operator state 210 of the input screen 200 'and the fact that the predicted input time has exceeded the remaining time 220 of the predicted input time (step S47).

  FIG. 19 is a diagram illustrating an example of the input screen. In the operator state 210 of the input screen 200 ', the second display mode (talking attention) is displayed, and the predicted input time remaining time 220 indicates that the predicted input time has been exceeded.

  When the operator clicks the registration button 213 on the input screen 200 with the mouse and the operation acquisition unit 22 receives the operation “input complete”, the operation “input complete” is transmitted to the management apparatus 1. When the operation information acquisition unit 13 acquires the operation “input completion” (Y in step S48), the operation time measurement unit 16 ends the measurement of the input time when the operation “input completion” is detected (step S49). Thereafter, the management apparatus 1 stores the input information in the selection input field 211 and the memo input field 212 of the input screen 200 '(step S410).

  In the process of step S43, if the connection status acquisition unit 12 has acquired the connection status “connection” of the operator terminal 2 (Y in step S42), the display mode determination unit 14 determines the connection status “connection”. The display mode of 4 (no talking) is maintained. The display processing unit 21 continuously displays the input screen 200 shown in FIG. 13 (step S411).

  After that, when the operator clicks the registration button 213 with the mouse and the operation acquisition unit 22 receives the operation “input complete”, the operation “input complete” is transmitted to the management apparatus 1. When the operation information acquisition unit 13 acquires the operation “input completion” (Y in step S412), the management apparatus 1 stores the input information on the input screen 200 (step S410).

  Furthermore, in the second process, the predicted input time of each operator stored in the predicted input time storage unit 19 can be set based on the call time and input time of the operator.

  The operation log acquisition unit 15 accumulates the acquired operation and operation time in the operation log storage unit 17 every time an operator's operation is acquired from the operator terminal 2. The operation log information stored in the operation log storage unit 17 is implemented as an operation log file. The operation log storage unit 17 further records an input time and a call time measured by the operation time measurement unit 16.

  The predicted input time setting unit 18 uses the call time and input time of each operator in the operation log storage unit 17 to total the input time corresponding to the call time category, and calculates the average of the input time for each call time category. The predicted input time of the category is set and registered in the predicted input time storage unit 19.

  FIG. 20 is a diagram illustrating an example of a hardware configuration of the management apparatus 1.

  The management apparatus 1 can be implemented as a computer 500 shown in FIG. The computer 500 includes a processing unit (CPU: Central Processing Unit) 501, a memory 502, an input device 503, an output device 504, an external storage device 505, a network connection device 506, a medium driving device 507, and the like. This is a configuration connected to 508.

  The arithmetic device 501 controls the entire computer 500. The memory 502 is a RAM (Random Access Memory) that temporarily stores programs and data stored in the external storage device 505 or a portable data storage medium in processing such as program execution and data update. The memory 502 temporarily stores at least a part of an OS (Operating System) program to be executed by the arithmetic device 501, an application program, and various data necessary for processing by the arithmetic device 501.

  The input device 503 is, for example, a keyboard, a mouse, a touch panel, or the like. The output device 504 is, for example, a display. The external storage device 505 is, for example, a hard disk device. The external storage device 505 stores programs and data. The network connection device 506 is connected to the network to which the operator terminal 2 and the line state monitor 4 are connected, and transmits and receives data. The medium driving device 507 reads a program and data stored in a portable storage medium. The portable storage medium is, for example, a medium such as an FD (flexible disk), a CD-ROM, a DVD, or a magneto-optical disk.

  The computing device 501 of the computer 500 executes various processes including the process shown in the above-described embodiment of the management apparatus 1 using the program and data read out to the memory 502. That is, the customer information distribution unit 11, connection status acquisition unit 12, operation information acquisition unit 13, display mode determination unit 14, operation log acquisition unit 15, operation time measurement unit 16, predicted input time setting unit 18, etc. These functions are loaded into the memory 502 and executed by the arithmetic device 501, thereby realizing each function of the processing unit of the management device 1. The customer information storage unit 10, the operation log storage unit 17, the predicted input time storage unit 19, and the like correspond to the external storage device 505.

  Note that the programs and data for realizing the processes and functions of the management apparatus 1 do not necessarily have to be stored in the external storage device 505 in advance, and the programs and data stored in the portable storage medium are not medium-driven. It may be read by the device 507 and stored in the memory 502. Further, the network connection device 506 may be connected to a network such as a public line, the Internet, a LAN, or a WAN, and acquire the above-described program and data stored in another computer.

  The operator terminal 2 can be implemented as a computer having a configuration substantially similar to the configuration of the management device 1. Although not shown, the computer implemented as the operator terminal 2 includes a call device 509 and a handset 510 that communicate control signals and data with the exchange 3 instead of the medium driving device 507 provided in the computer 500 shown in FIG. .

  As described above, according to the disclosed call center management system, it is possible to present the state related to talking to the operator during the input work after the call so that others can determine the suitability of the talking timing. To. As a result, it is possible to prevent the operator's input work from being interrupted due to inappropriate talking and to realize an efficient input work.

DESCRIPTION OF SYMBOLS 1 Management apparatus 10 Customer information storage part 11 Customer information distribution part 12 Connection status acquisition part 13 Operation information acquisition part 14 Display mode determination part 15 Operation log acquisition part 16 Operation time measurement part 17 Operation log storage part 18 Predictive input time setting part 19 Predicted input time storage unit 2 Operator terminal 21 Display processing unit 22 Operation acquisition unit 23 Call processing unit 24 Headset 25 Display 26 Input device 3 Switch 4 Line status monitor 5 Public network 6 Telephone of the other party

Claims (6)

A call center management method executed by a management device that manages a work situation in an operator terminal equipped with a call device, wherein a computer that is a management device includes:
Detecting the end of the operator's call by the call device provided in the operator terminal,
Detecting the operator's input work start at the operator terminal after the call ends;
While the cursor indicating the input position is located in the text input area of the input screen of the input work, the operator terminal displays a first display mode indicating that talking cannot be performed, and the cursor is located outside the text input area of the input screen. A call center management method, characterized in that a second display mode showing a caution while talking is displayed on the operator terminal while being located. A call center management method executed by a management device that manages a work situation in an operator terminal equipped with a call device, wherein a computer that is a management device includes:
Measures the call duration of the operator in the operator terminal,
Based on the predicted input time of the length corresponding to the call time stored in the storage unit of the computer, the predicted input time of the length corresponding to the measured call time is determined, and the operator's terminal at the operator terminal is determined . From the detection of the end of the call until the end of the predicted input time determined, the first information indicating that talking is impossible is displayed on the screen of the operator terminal,
The call center management method, wherein the remaining time of the predicted input time having a length corresponding to the determined call time is displayed on the screen of the operator terminal. The computer detects the end of the determined predicted input time, and displays second information indicating a caution on the screen of the operator terminal from the end of the detected predicted input time until the completion of input work The call center management method according to claim 2. The computer stores the operator's call time in the storage unit;
The input time from the start to the end of the operator's input work is accumulated in the storage unit,
4. The call center management method according to claim 2, wherein the predicted input time stored in the storage unit is set based on the accumulated call time and input time. 5. A call center management program executed by a management device that manages a work status in an operator terminal equipped with a call device, the computer being a management device,
Measure the operator talk time at the operator terminal,
Based on the predicted input time of the length corresponding to the call time stored in the storage unit of the computer, the predicted input time of the length corresponding to the measured call time is determined, and the operator's terminal at the operator terminal is determined . From the detection of the end of the call until the end of the predicted input time determined, the first information indicating that talking is impossible is displayed on the screen of the operator terminal,
A call center management program for executing a process of displaying the remaining time of the predicted input time having a length corresponding to the determined call time on the screen of the operator terminal. A management device for managing work status in an operator terminal equipped with a communication device,
A processing unit for measuring the talk time of the operator at the operator terminal;
Based on the predicted input time of the length corresponding to the call time stored in the storage unit of the computer, the predicted input time of the length corresponding to the measured call time is determined, and the operator's terminal at the operator terminal is determined . From the detection of the end of the call until the end of the predicted input time determined, the first information indicating that talking is impossible is displayed on the screen of the operator terminal, and the prediction of the length corresponding to the determined call time And a processing unit that displays the remaining time of the input time on the screen of the operator terminal.

Images