JP5943348B2 - Call center system and method for determining customer rank of call center system - Google Patents

Description

  The present invention relates to a call center system and a customer rank determination method for a call center system.

  Conventionally, in a call center, an outbound service is performed in which a person in charge guides a product or service content to a customer. In this outbound business, the person in charge urges purchase of goods and services through dialogue with customers. For this reason, the person in charge is evaluated based on the past performance.

  For example, a technology has been proposed in which a central computer is used to evaluate the number of respondents that each advisor has successfully commercialized as a business processing capability based on the past performance of each advisor in the outbound business. (For example, refer to Patent Document 1). According to this technique, for each advisor, the number of responders who have been successfully converted into customers is evaluated in relation to the likelihood of conversion into customers.

JP 2003-16355 A

  However, according to the technique disclosed in the patent document, the person in charge can be evaluated, but the customer cannot be evaluated. The customer's evaluation can be indicated by a rank indicating the difficulty of the person in charge. This rank can be divided into a plurality of stages from, for example, a rank that leads to purchase of a product only by listening to the person in charge and a rank that does not even hear the person in charge. And, for example, a person in charge who has dealt with a customer of a rank that leads to the purchase of a product can easily achieve results. On the other hand, the person in charge who is in charge of a customer who doesn't listen even if he speaks cannot gain results. That is, even if it is based on past results, the person in charge cannot be evaluated appropriately unless the rank of the customer is taken into consideration. In addition, since the rank indicating the difficulty of dealing with a certain customer differs depending on the person in charge, it is not appropriate to rank only based on the attitude of the customer.

  The present invention has been made in view of the above problems, and an object of the present invention is to provide a call center system and a customer rank determination method for a call center system that can appropriately rank customers.

  In order to solve the above problems, the call center system of the present invention has the following features.

  The call center system of the present invention is a call center system that evaluates a person in charge of dealing with a customer and determines the rank of the customer in an outbound business based on the evaluation, and A customer list storage means for storing a customer list associated with a stage indicating a stage of correspondence by a person in charge; a customer stage reception means for accepting the stage of the customer after the person in charge handles the customer; A progress degree calculating means for comparing the stage before the correspondence of the customer stored in the customer list storage means with the stage after the correspondence, and calculating a progress indicating the progress of the stage of the customer by the correspondence. And the person in charge who handled the customer according to the progress calculated by the progress calculating means A customer rank for determining the rank of the customer according to the person-in-charge evaluation determining means for determining the evaluation, the progress degree calculated by the progress degree calculating means, and the evaluation determined by the person-in-charge evaluation determining means. And a determining means.

  According to the above configuration, in the call center system that evaluates the person in charge of dealing with the customer and determines the rank of the customer in the outbound business based on the evaluation, the customer list storage means provides the customer who is the object of the outbound business, A customer list associated with the stage indicating the stage of response by the person in charge is stored. The customer stage reception means receives the customer's stage after the person in charge handles the customer. The progress degree calculation means compares the stage before the correspondence of the customer stored in the customer list storage means with the stage after the correspondence, and calculates the degree of progress indicating the progress of the stage of the customer by the correspondence.

  Here, the response by the person in charge in the outbound business usually consists of a plurality of stages. This stage includes, for example, a stage where a customer asks for the purpose of a telephone call, a stage where a customer hears an explanation of a product, a stage where a customer is interested in a product, and the like. In the present invention, the “stage indicating the stage of response by the person in charge” is information indicating these stages in stages, such as stage 1 and stage 2. Further, the “progress degree” in the present invention is information indicated by “1” if, for example, the stage before a customer's response is stage 1 and the stage after the response is stage 2.

  Moreover, according to the said structure, a person in charge evaluation determination means determines evaluation of the person in charge who responded to the said customer according to the progress degree which the progress degree calculation means calculated. Then, the customer rank determining means determines the rank of the customer according to the progress degree calculated by the progress degree calculating means and the evaluation determined by the person-in-charge evaluation determining means.

  Here, the “customer rank” in the present invention is information indicating the degree of ease of advancement of the stage, difficulty of advancement, and difficulty of correspondence depending on the person in charge.

  The invention of the call center system can further include the following features. The customer list storage means arranges and stores the customers in a predetermined order in the customer list, updates the stage of the customer list to the stage received by the customer stage reception means, and determines a customer rank determination means. And a customer list updating means for rearranging the arrangement of the customers in the customer list based on the rank determined by.

  In this way, the customer stage in the customer list can be updated to the latest state, and the customers in the customer list can be arranged based on the rank. Here, in the outbound operation of the call center, a customer list is displayed on the terminal of the person in charge, and a customer is called based on this customer list. According to the present invention, the business efficiency of the person in charge is improved by arranging the customers in this customer list in the order of the rank indicating the ease of advancement of the stage, for example.

  The invention of the call center system can have the following features. The customer rank determining means determines the rank higher than a predetermined rank reference value as the progress is smaller than a predetermined progress reference value and as the evaluation is higher than a predetermined evaluation reference value. And

  By doing in this way, even if the person in charge with high evaluation responds, the rank of the customer whose stage does not advance can be determined higher. That is, it is possible to determine a rank indicating the difficulty of handling.

  The invention of the call center system can further include the following features. The person-in-charge evaluation determination means determines the evaluation of the person in charge who has handled the customer according to the rank of the customer determined by the customer rank determination means. In this way, for example, if the rank of the customer indicates a difficulty in handling, the person in charge is more responsible for dealing with a difficult customer than when dealing with a customer that is easy to deal with Can be highly appreciated.

  Further, the present invention can also be regarded as a customer rank determination method as follows. A customer rank determination method executed by a call center system that evaluates a person in charge of dealing with a customer and determines the rank of the customer in an outbound operation based on the evaluation. The call center system is a target of an outbound operation. A customer list storage means for storing a customer list in which a stage indicating a stage of correspondence by the person in charge is associated with the customer; and a customer that accepts the stage of the customer after the person in charge handles the customer The stage reception stage is compared with the stage before the customer's correspondence stored in the customer list storage means and the stage after the correspondence, and the degree of progress indicating the progress of the customer's stage by the correspondence is shown. According to the progress level calculation stage to be calculated and the progress level calculated in the progress level calculation stage, In accordance with the person-in-charge evaluation determination stage for determining the evaluation of the person in charge who handled the customer, the progress degree calculated in the progress degree calculation stage, and the evaluation determined in the person-in-charge evaluation determination stage, A customer rank determination step for determining the rank of the customer.

  ADVANTAGE OF THE INVENTION According to this invention, the customer center determination method of the call center system and call center system which can rank a customer appropriately can be provided.

It is a figure showing an outline of a call center system concerning an embodiment of the present invention. It is a figure which shows the functional block of the call center system which concerns on embodiment of this invention. It is a figure explaining customer list DB which concerns on embodiment of this invention. It is a figure explaining the person-in-charge evaluation DB which concerns on embodiment of this invention. It is a figure which shows the customer rank determination processing flow which the call center apparatus which concerns on embodiment of this invention performs.

  DESCRIPTION OF EMBODIMENTS Hereinafter, embodiments for carrying out the present invention (hereinafter referred to as embodiments) will be described in detail with reference to the accompanying drawings. In addition, the same number is attached | subjected to the same structure through the whole description of embodiment.

  First, an outline of the call center system 1 according to the embodiment of the present invention will be described. FIG. 1 is a diagram showing an outline of a call center system 1 according to an embodiment of the present invention. The call center system 1 is used in a call center outbound service, and includes a call center device 10 and a plurality of person-in-charge terminals 20 connected to the call center device 10 via a network.

  In the call center system 1, a customer is called from the person-in-charge terminal 20, and the person in charge who is the “operator” or “communicator” of the call center handles the customer. In the present embodiment, as an example of “response”, an explanation for selling a product is given. However, the call center system 1 is not limited to this, and for example, an explanation for soliciting a mortgage or joining a service or a card. Etc. can be applied.

  When the person in charge finishes the correspondence of a certain customer, the person in charge inputs the stage after the correspondence of the customer to the person-in-charge terminal 20 as a result of the correspondence. In the present embodiment, “stage” is information indicating a predetermined stage. In this embodiment, as an example of the stage until the product is sold, stage 1 is the stage when the customer asks the purpose of the telephone, stage 2 is the stage when the customer hears the explanation of the product, etc. The stage in which the user is interested in the stage 3 will be described as stage 3, and the stage in which the customer has decided to purchase the product will be described as stage 4.

The person-in-charge terminal 20 transmits the stage input to the call center device 10.
The call center device 10 compares the stage before the customer's response with the post-response stage transmitted from the person-in-charge terminal 20, and calculates the degree of progress indicating the progress of the customer's stage by the response. Specifically, for example, the call center device 10 heard the purpose of the telephone in the previous response (Stage 1), and the customer was interested in the product etc. in this response (Stage 3). In this case, “2” is calculated as the degree of progress.

  Next, the call center device 10 determines the evaluation of the person in charge who handled the customer according to the degree of progress. Then, the call center device 10 determines the rank of the customer according to the degree of progress and the evaluation of the person in charge.

  By doing in this way, the rank of the customer can be determined according to the degree of progress indicating the progress of the customer's stage by the person in charge and the evaluation of the person in charge determined according to the degree of progress. That is, the rank of the customer can be determined in consideration of not only the degree of progress of the customer but also the evaluation of the person in charge who has advanced the stage of the customer. Therefore, a call center system that can appropriately rank customers can be provided.

  Next, a functional configuration of the call center system 1 according to the embodiment of the present invention will be described. FIG. 2 is a diagram showing functional blocks of the call center system 1 according to the embodiment of the present invention.

  The call center system 1 includes a call center device 10 and a person-in-charge terminal 20. The call center device 10 includes a customer list transmission unit 101, a customer stage reception unit 102, a progress degree calculation unit 103, a person-in-charge evaluation determination unit 104, a customer rank determination unit 105, a customer list update unit 106, and a person in charge An evaluation database (hereinafter also referred to as a person-in-charge evaluation DB) 110 and a customer list database (hereinafter also referred to as a customer list DB) 120 as customer list storage means are provided.

  The customer list transmission unit 101 transmits information indicating the customer list stored in the customer list DB 120 to the person-in-charge terminal 20.

  FIG. 3 is a diagram illustrating the customer list DB 120 according to the embodiment of the present invention. The customer list DB 120 includes a customer ID for identifying a customer who is a target of an outbound business, a name of the customer, a telephone number of the customer, a stage indicating a stage of correspondence by a person in charge of the customer, and a customer rank determining unit. The customer list in which the rank of the customer determined by 105 is associated is stored. In the present embodiment, the “customer rank” is information indicating the ease of advancement of the stage, the difficulty of advancement, and the degree of difficulty of the response, for example, “A”, “B”, Indicated by “C”. In the present embodiment, “customer rank” indicates that the correspondence becomes more difficult in the order of “A”, “B”, and “C”. In other words, in the present embodiment, it is the most difficult for a customer of “A” rank to respond, and the customer of a “C” rank is easiest. The customer list stores information indicating customers in an order in which they can be easily handled. In addition, the customer list can include information useful for outbound work, such as a customer's address and a comment from a person in charge. Further, the customer list is not limited to the order in which the correspondence is easy, but may be arranged in the order in which the correspondence is difficult.

  Based on the customer list transmitted from the call center device 10, the person-in-charge terminal 20 calls the customer, receives input of the customer stage after the response from the person in charge, and transmits the stage to the call center device 10.

  The person-in-charge terminal 20 receives the customer's stage received from the person in charge at the branch terminal of the branch where the person in charge of public relations or sales person who visits the customer directly visits the customer's stage. A stage may be transmitted. For example, the case where the outbound business is solicitation of a mortgage will be specifically described. In this case, the customer stage can be set as follows, for example. Stage 1 is a stage where the customer answers the phone. Stage 2 is a stage where the explanation of the product has been completed or the pamphlet has been accepted. Stage 3 is a stage where a proposal is received based on the sent pamphlet. Stage 4 is a stage where the intention to purchase a house has been confirmed. Stage 5 is a stage where necessary documents have been confirmed. After stage 5, a plurality of stages where an actual document is required are set. Finally, the stage 10 is set to the stage where the intention of restriction can be confirmed and the guidance to the branch is received. For example, if the customer's stage received from the person in charge is “stage 5” or later as a specific stage set in advance, the person-in-charge terminal 20 transmits the stage to the branch terminal. As a result, it is possible to strengthen collaboration between outbound operations and branch offices where sales representatives and sales representatives visit customers directly, and foreign transactions that require real documents such as mortgages or direct interviews. In business, real-time information in outbound business can be used.

  The customer stage accepting unit 102 accepts the stage of the customer from the person-in-charge terminal 20 after the person in charge handles the customer.

  The progress calculation means 103 compares the stage before the customer's response stored in the customer list DB 120 with the stage after the response received by the customer stage reception means 102, and determines the progress of the customer's stage by the response. The degree of progress shown is calculated. Specifically, for example, in the example shown in FIG. 3, the progress degree calculation unit 103 sets “stage 2” as the stage after the customer stage reception unit 102 responds to the customer ID “0054” (stage 1). If accepted, since the stage has been raised by one stage, the degree of progress “1” is calculated. Also, for example, in the example shown in FIG. 3, when “Stage 4” is received as the stage after the response by the customer stage receiving means 102 in the correspondence with the customer ID “0054” (Stage 1), the stage is increased by three stages. Therefore, the degree of progress “3” is calculated.

  The person-in-charge evaluation determination unit 104 determines the evaluation of the person in charge who has handled the customer according to the degree of progress calculated by the degree-of-progress calculation unit 103, and evaluates the person in charge stored in the person-in-charge evaluation DB 110. Update. The person-in-charge evaluation determining unit 104 is the rank determined by the customer rank determining unit 105, and the person-in-charge who has handled the customer according to the rank of the customer stored in the customer list DB 120 (see FIG. 3). Determine the evaluation.

  FIG. 4 is a diagram illustrating the person-in-charge evaluation DB 110 according to the embodiment of the present invention. The person-in-charge evaluation DB 110 stores the name of the person in charge and the evaluation of the person in charge in association with the person-in-charge ID that identifies the person in charge.

  Specifically, the person-in-charge evaluation determining unit 104 evaluates a value obtained by multiplying a numerical value indicating the degree of progress calculated by the progress degree calculating unit 103 by a numerical value corresponding to the rank. The numerical value corresponding to the rank is, for example, “1” if the rank is “A”, “1.5” if the rank is “B”, and “2” if the rank is “C”. ". Therefore, the person-in-charge evaluation determination unit 104, for example, evaluates the evaluation if the progress degree calculated by the progress degree calculation unit 103 is “1” and the corresponding customer rank is “A”. 1 ″ (1 × 1). Further, the person-in-charge evaluation determining means 104, for example, if the progress degree calculated by the progress degree calculating means 103 is “3” and the rank of the corresponding customer is “C”, the evaluation is “6” (3 X2).

  Returning to FIG. 2, the customer rank determining unit 105 determines the rank of the customer according to the progress calculated by the progress calculating unit 103 and the evaluation determined by the person-in-charge evaluation determining unit 104. Further, the customer rank determination means 105 determines the customer rank higher than the predetermined rank reference value as the degree of progress is smaller than the predetermined progress reference value and the evaluation of the person in charge is higher than the predetermined evaluation reference value. To do. Specifically, the customer rank determining unit 105 sets the maximum value of the degree of progress calculated by the degree of progress calculating unit (for example, “3”: when progressing from stage 1 to stage 4 leading to the purchase) to a predetermined progress. As the degree reference value, a value indicating the current degree of progress (for example, “1”) is subtracted from the maximum value to calculate the degree of progress subtraction. Further, the customer rank determination means 105 reads a value indicating the evaluation of the person in charge corresponding this time with reference to the person-in-charge evaluation DB (see FIG. 4), and from this read value, the minimum value ( For example, “1”) is subtracted to calculate the person-in-charge evaluation subtraction value. Then, the customer rank determination unit 105 calculates the customer rank value indicating the customer rank by adding the progress degree subtraction value and the person-in-charge evaluation subtraction value. This customer rank value is a progress degree subtraction value “0” (when progressing from stage 1 to stage 4 until purchase), and a person-in-charge evaluation subtraction value “0” (the corresponding person-in-charge evaluation has the lowest value) In the case of “1”), the minimum value is obtained. In this embodiment, this minimum value is set as a predetermined rank reference value. That is, the customer rank value indicates that the customer's stage has not progressed even though the person in charge with high evaluation responded as the value increased. In this embodiment, the customer rank value is divided into a plurality of groups (for example, “A”, “B”, “C”) in order from the smallest value, and the customer rank is assigned to the rank “A”, “ B ”or“ C ”.

  The customer list update unit 106 updates the stage of the customer list (see FIG. 3) to the stage after the response received by the customer stage reception unit 102. Further, the customer list update unit 106 rearranges the arrangement of customers in the customer list based on the rank determined by the customer rank determination unit 105.

  The person-in-charge terminal 20 includes a display unit 201, an input unit 202, and a terminal control unit 203. The display unit 201 displays the customer list received from the call center device 10. The input unit 202 accepts selection of a customer who makes a call by the person in charge and an input of a value indicating the stage of the customer after the response.

  The terminal control unit 203 performs control to receive the customer list from the call center device 10 and display the customer list on the display unit 201. The terminal control unit 203 calls the customer selected by the person in charge. Further, the terminal control unit 203 transmits a value indicating the stage of the customer after the response received by the input unit 202 to the call center device 10.

  Note that the functional blocks shown in FIG. 2 are merely examples, and one functional unit may be divided or a plurality of functional units may be configured as one functional unit. The call center device 10 is not limited to one, and may be a plurality. In each function, a CPU (Central Processing Unit) built in the call center device 10 and the person-in-charge terminal 20 reads a computer program stored in a storage device such as a ROM (Read Only Memory) or a hard disk, A computer program executed by the CPU reads / writes necessary data such as a table from a database (DB) stored in a storage device or a storage area on a memory, and in some cases, related hardware (for example, , Input / output device, display device, communication interface device).

  Next, a customer rank determination process executed by the call center device 10 according to the embodiment of the present invention will be described. FIG. 5 is a diagram showing a customer rank determination processing flow executed by the call center device 10 according to the embodiment of the present invention.

  In step S <b> 1, the customer stage accepting unit 102 accepts the stage of the customer from the person-in-charge terminal 20 after the person in charge handles the customer.

  In step S2, the progress degree calculation unit 103 compares the stage before the customer's response stored in the customer list DB 120 with the stage after the response received by the customer stage reception unit 102 in step S1, and performs the response. The degree of progress indicating the progress of the customer's stage is calculated.

  In step S3, the person-in-charge evaluation determining unit 104 responds to the customer according to the progress calculated by the progress calculating unit 103 in step S2 and the rank of the customer stored in the customer list DB 120 (see FIG. 3). The evaluation of the person in charge is determined, and the evaluation of the person in charge stored in the person-in-charge evaluation DB 110 (see FIG. 4) is updated. In this embodiment, the person-in-charge evaluation determining unit 104 determines the person-in-charge evaluation according to the degree of progress and the rank of the customer, but not limited to this, depending on either the degree of progress or the rank of the customer. The evaluation of the person in charge may be determined.

  In step S4, the customer rank determination unit 105 determines the rank of the customer according to the progress degree calculated by the progress degree calculation unit 103 and the evaluation determined by the person-in-charge evaluation determination unit 104. Specifically, the customer rank determination unit 105 determines that the evaluation of the person in charge determined by the person-in-charge evaluation determination unit 104 is predetermined as the degree of progress calculated by the degree-of-progress calculation unit 103 is smaller than a predetermined progress reference value. The higher the evaluation reference value is, the higher the customer rank is determined than the predetermined rank reference value.

  In step S5, the customer list updating unit 106 updates the stage of the customer list (see FIG. 3) to the stage after the response received by the customer stage receiving unit 102 in step S1. Further, the customer list update unit 106 rearranges the arrangement of customers in the customer list based on the rank determined by the customer rank determination unit 105 in step S4.

  As mentioned above, although this invention was demonstrated using embodiment, it cannot be overemphasized that the technical scope of this invention is not limited to the range as described in the said embodiment. It will be apparent to those skilled in the art that various modifications or improvements can be added to the above-described embodiments. Further, it is apparent from the scope of the claims that the embodiments added with such changes or improvements can be included in the technical scope of the present invention.

DESCRIPTION OF SYMBOLS 1 Call center system 10 Call center apparatus 101 Customer list transmission means 102 Customer stage reception means 103 Progress degree calculation means 104 Person in charge evaluation determination means 110 Person in charge evaluation DB
105 Customer rank determining means 106 Customer list updating means 120 Customer list DB
20 person-in-charge terminal 201 display means 202 input means 203 terminal control means

Claims (5)

A call center system that evaluates a person in charge of dealing with a customer and determines the rank of the customer in an outbound business based on the evaluation,
Customer list storage means for storing a customer list in which a stage indicating a stage of response by the person in charge is associated with the customer to be an object of an outbound operation;
Customer stage accepting means for accepting the stage of the customer after the customer's response by the person in charge;
A progress calculation for comparing the stage before the correspondence of the customer stored in the customer list storage means with the stage after the correspondence, and calculating a progress indicating the progress of the stage of the customer by the correspondence Means,
In accordance with the degree of progress calculated by the degree-of-progress calculation means, person-in-charge evaluation determination means for determining the evaluation of the person in charge who handled the customer;
A customer rank determining means for determining the rank of the customer according to the progress calculated by the progress calculating means and the evaluation determined by the person-in-charge evaluation determining means;
A call center system comprising: The customer list storage means arranges and stores the customers in a predetermined order in the customer list,
Update the stage of the customer list to the stage received by the customer stage reception means,
A customer list updating unit for rearranging the arrangement of the customers in the customer list based on the rank determined by the customer rank determining unit;
The call center system according to claim 1, further comprising: The customer rank determining means includes
3. The rank is determined to be higher than a predetermined rank reference value as the progress degree is smaller than a predetermined progress reference value and as the evaluation is higher than a predetermined evaluation reference value. Call center system as described in   The said person-in-charge evaluation determination means determines the evaluation of the said person in charge who responded to the customer according to the rank of the customer determined by the customer rank determination means. Call center system described in Crab. A customer rank determination method executed by a call center system that evaluates a person in charge of dealing with a customer and determines the rank of the customer in an outbound operation based on the evaluation,
The call center system includes customer list storage means for storing a customer list in which a stage indicating a stage of response by the person in charge is associated with the customer to be an object of outbound work,
Customer stage reception stage for receiving the stage of the customer after the customer's response by the person in charge;
A progress calculation for comparing the stage before the correspondence of the customer stored in the customer list storage means with the stage after the correspondence, and calculating a progress indicating the progress of the stage of the customer by the correspondence Stages,
In accordance with the degree of progress calculated in the degree of progress calculation stage, a person-in-charge evaluation determination stage for determining an evaluation of the person in charge who has handled the customer;
A customer rank determination step of determining a rank of the customer according to the progress calculated in the progress calculation step and the evaluation determined in the person-in-charge evaluation determination step. Customer rank determination method.

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