JP7415736B2 - Call center business support system - Google Patents

Description

The present invention relates to a system that supports telephone answering operations by operators at a call center, and in particular, by improving the efficiency of the operations described above based on customer information and inquiry details entered in advance via a website. Regarding a call center business support system that reduces the burden.

In recent years, there has been a tendency for telephone answering tasks, which used to be performed at offices, to be centralized and outsourced to call centers. At call centers outsourced by business establishments to answer telephone calls, there are likely to be variations in response depending on the level of skill of the outsourced responders. In addition, due to centralization, there is an increase in the number of cases in which a wide variety of telephone calls are received at the same time, creating the problem that it takes time to get through to the person in charge and receive a response.

To deal with such problems, for example, Patent Document 1 describes a technology called "Inquiry Support Device" that helps improve the efficiency of operations in which contact centers receive "inquiries" through communication means such as telephone and email. An invention related to the above is disclosed.
The invention disclosed in Patent Document 1 includes a user inquiry control unit that provides a user inquiry screen to a user device into which inquiry information is input, and inquiry support information related to the inquiry information is stored using the inquiry information as a search condition. a search control unit that searches a predetermined database and generates search results provided to the user device; a storage unit that stores search results and viewing history of the results as user action history for each user; An operator who accepts inquiry requests to contact centers that accept inquiries related to inquiry information and history acquisition requests from contact centers that respond to user inquiries, extracts the user action history of the corresponding user, and responds to user inquiries. The present invention is characterized by having a system cooperation unit that transmits data to an operator terminal device.

In the invention disclosed in Patent Document 1, a user can access the user inquiry control unit from a user device and search for inquiry information. Since users who have obtained the desired answer through this search do not make inquiries to the contact center, the number of inquiries made to the contact center is reduced. As a result, the work efficiency of operators at the contact center is improved. Further, since the information input from the user device and the search history in the above search are provided to the operator as advance information, the user does not need to explain the contents of the inquiry to the operator. Therefore, the operator can quickly respond to the above inquiry.

Patent Document 2 also describes a system called "Customer Response Support System" that supports call center operators and store sales staff in responding to customer inquiries and customer visits to stores. An invention is disclosed.
The invention disclosed in Patent Document 2 includes an operator terminal, an extension telephone, and a call system that performs processing to hand over the call to the extension telephone, if necessary, based on input PB (Push Button) data or a customer telephone number. a processing means, a database storing data such as customer information and customer contact history information including past questions, and a search means for displaying and outputting data searched based on a request from the terminal on a requesting terminal. The search means divides customers into groups based on customer attribute information stored in advance in the database, and also stores frequently asked questions and their answers in the database for each customer group grouped based on contact history information. When a call is received from a customer, the call processing means notifies the search means of the customer ID, and the search means reads out the expected frequently asked questions and their answers from the database and displays them on the screen of the terminal. It is characterized by allowing
In the invention disclosed in Patent Document 2, when an operator receives a call from a customer, expected frequently asked questions and their answers are displayed on the screen of the operator terminal along with the customer information. can quickly respond to inquiries.

JP2019-175264A Japanese Patent Application Publication No. 2015-32157

In the invention disclosed in Patent Document 1, which is the above-mentioned prior art, only the search performed by the user by accessing the inquiry support device immediately before calling the operator is sent to the operator, and the search performed by the user in the past is transmitted to the operator. There was a problem in that information regarding the system was not sent to the operator. Additionally, since the operator to which an incoming call is distributed is determined by the private branch exchange based on the operator's call status, call waiting status, etc., there is a possibility that an operator who is knowledgeable in the field related to the user's inquiry may not be selected. There was an issue.

In the invention disclosed in Patent Document 2, data such as customer contact history information including customer information and past questions is stored in a database in a state where it is associated with a customer ID. Inquiries from customers are not stored in the database, and when a call is received from such a customer, customer information, expected frequently asked questions, and their answers are not displayed on the screen of the operator terminal, so the operator cannot respond to customer inquiries. The problem was that it was not possible to respond quickly.

The present invention has been made in response to such conventional circumstances, and it not only stores inquiry contents, inquiry history, and customer information correctly in a database, but also stores the corresponding inquiry contents and customer information when receiving a call from a customer. The purpose of the present invention is to provide a call center business support system that can read inquiry history from a database and display it on the terminal of an appropriately selected operator.

In order to achieve the above object, the call center business support system according to the first invention provides call center business support that reduces the burden on operators who respond to customer inquiries entered in inquiry reception forms posted on websites on the Internet. The system consists of operator telephones and operator terminals used by operators, an inquiry content database, an inquiry history database, and a customer information database, and includes customer information and inquiry information including customer phone numbers entered in the inquiry reception form. A storage device that stores the date, a web server connected to the Internet network, and a telephone network that connects the operator telephone to the customer telephone via the telephone network, as well as the telephone number of the operator telephone connected to the customer telephone and the customer telephone. a telephone exchange that transmits the incoming telephone number of the customer to the web server; The information is stored in a customer information database in a state where the information is associated with the customer telephone number, and the web server sends a customer telephone number that matches the incoming telephone number to the operator terminal identified based on the telephone number of the operator telephone received from the telephone exchange. The inquiry history data corresponding to the number is read from the inquiry history database and transmitted to the operator terminal, and the operator terminal displays the inquiry history data received from the Web server on the screen.
Note that the telephone network referred to in this application is a concept that includes a public switched telephone network (landline telephone network) as well as an IP (Internet Protocol) network.

In the first invention, if the customer phone number included in the inquiry information matches the incoming phone number of the phone actually used by the customer, it is determined that the customer's phone is a landline phone or a mobile phone. Regardless of whether the customer called the operator, the inquiry information entered in the inquiry reception form immediately before the customer called the operator and the history of past inquiries by the customer are retrieved from the inquiry history database, and then It has the effect of being displayed on the terminal.

A second invention is characterized in that, in the first invention, the inquiry history data is stored in the inquiry history database in a state where it is associated with the incoming telephone number.
The second aspect of the invention has the effect that the customer's usage history regarding a telephone with a number different from the customer telephone number included in the inquiry information is stored in the storage device.

A third invention is based on the second invention, wherein the web server transmits inquiry history data corresponding to the incoming telephone number from the inquiry history database to the operator terminal identified based on the telephone number of the operator telephone received from the telephone exchange. It is characterized in that it is read out and transmitted to the operator terminal.
In the third invention, even if the customer telephone number included in the inquiry information and the incoming telephone number of the telephone actually used by the customer do not match, the customer's inquiry history is read from the inquiry history database. It has this effect.

A fourth invention is that in the first invention, the customer's contract number and contract telephone number are stored in the customer information database as customer information, and the web server includes the contract number in the inquiry information instead of the customer telephone number. If the contract telephone number that corresponds to the contract number included in the inquiry information is read from the customer information database and used as a verification key for the incoming telephone number of the customer's telephone, and if it is verified, it corresponds to this verification key. The present invention is characterized in that inquiry history data is read out from an inquiry history database and transmitted to an operator terminal.
In addition, if the customer phone number is not included in the inquiry information, the customer phone number may not be entered in the inquiry reception form due to the customer's forgetting, or the correct customer phone number may not be entered due to a customer input error. is included.
In the fourth invention, even if the customer telephone number is not included in the inquiry information, if the inquiry information includes the customer's contract number, the customer's inquiry history data is displayed as the inquiry based on the contract number. It has the effect of being read from the history database.

A fifth invention, in any one of the first to fourth inventions, includes a management server for an inquiry reception form, and an inquiry content database classifies content that is inquired by customers at a desired frequency as inquiry content. The web server reads the inquiry content corresponding to the inquiry classification included in the inquiry information from the inquiry content database and sends it to the management server. However, the management server is characterized in that it posts the contents of the inquiry received from the web server on the inquiry reception form.
In the fifth invention, since the content of inquiries from customers at a desired frequency is posted in the inquiry reception form, in addition to the effects of any one of the first to fourth inventions, the inquiry reception form If the content of the inquiry posted on the website is the same as the content of the customer's inquiry, it will be easier for the customer to input the inquiry information into the inquiry reception form, and the content of the inquiry will be clearer, making it easier for the operator to respond to the inquiry. It has the effect of making it easier to answer.

A sixth invention is based on the fifth invention, wherein the inquiry content database stores a URL of an external website where an answer to the inquiry content is posted, in association with the inquiry content, and the web server: The URL corresponding to the inquiry content is read from the inquiry content database and transmitted to the management server, and the management server posts the URL received from the Web server on the inquiry reception form.
In the sixth invention, in addition to the effect of the fifth invention, when the customer finds an answer to the inquiry by himself/herself by browsing the website indicated by the URL, the inquiry is made by telephone to the operator. It has the effect that there is a possibility that there is no such thing.

A seventh invention is based on the fifth invention or the sixth invention, wherein an operator database is constructed in the storage device, the telephone number of the operator telephone is stored in this operator database in a state associated with the inquiry classification, and the web The server reads the telephone number of the operator telephone corresponding to the inquiry category entered in the reception form included in the inquiry information from the operator database and sends it to the management server, and the management server reads the telephone number of the operator telephone corresponding to the inquiry classification entered in the reception form included in the inquiry information and sends it to the management server. The feature is that the telephone number is posted on the inquiry reception form.
In the seventh invention, in addition to the effects of the fifth invention or the sixth invention, there is an effect that the contact information of an operator who has knowledge about the inquiry content included in the inquiry information is transmitted to the customer.

As explained above, in the first invention, regardless of whether the customer's telephone is a landline or a mobile phone, the inquiry information entered in the inquiry reception form immediately before the customer calls the operator is After being read from the history database, it is displayed on the terminal of the operator who called the customer, so the operator does not need to confirm the content of the inquiry with the customer again. Additionally, by checking the customer's past inquiry history read from the inquiry history database and displayed on the operator terminal, the intent of the customer's inquiry becomes clear, making it easier for the operator to respond to that inquiry. . Therefore, according to the first invention, it is possible to reduce the burden on an operator who performs telephone answering work at a call center.

According to the second invention, in addition to the effects of the first invention, if the customer telephone number included in the inquiry information and the incoming telephone number are different due to an input error in the inquiry reception form, the inquiry By checking the inquiry history data stored in the history database, the cause can be immediately discovered and corrected.

According to the third invention, the same effect as the first invention can be achieved even when the customer telephone number included in the inquiry information and the incoming telephone number of the telephone actually used by the customer do not match.

According to the fourth invention, if the customer data input in the inquiry reception form includes a contract number, the same effect as the first invention can be obtained even if the customer telephone number is not input in the inquiry reception form. play.

According to the fifth invention, in addition to the effects of any of the first to fourth inventions, if the inquiry posted in the inquiry reception form and the customer inquiry are the same, the inquiry can be answered. This has the effect of reducing the burden on the operator.

According to the sixth invention, when a customer finds an answer to an inquiry by himself/herself by browsing the website indicated by the URL, the burden on the operator who answers the inquiry is reduced. The effects of the invention are further demonstrated.

According to the seventh invention, since an operator who is likely to give an appropriate answer to the inquiry entered in the inquiry reception form responds, in addition to the effects of the fifth invention or the sixth invention, the customer In addition to being able to efficiently obtain appropriate answers to the operator's own inquiries, the operator is also able to provide answers based on his or her own area of expertise, which has the effect of reducing psychological burden.

(a) is a block diagram showing an example of the configuration of a call center business support system according to an embodiment of the present invention, and (b) is a block diagram showing the configuration of a Web server and a storage device in FIG. be. (a) and (b) are tables for explaining data stored in the inquiry content database and inquiry history database, respectively, and (c) and (d) are tables for explaining data stored in the customer information database and operator database, respectively. This is a table for explaining. (a) is an image diagram showing an example of an inquiry reception form displayed on the screen of a customer terminal, and (b) is an image diagram showing an example of the inquiry reception form displayed on the screen of a customer terminal, and (b) is an image diagram of the check box of the "inquiry classification" corresponding to "major classification" in (a) of the same diagram. FIG. (a) is a diagram showing the state in which the checkbox for "inquiry classification" corresponding to "medium classification" in Figure 3 (b) is checked, and (b) is a diagram showing the state in which "minor classification" is checked in Figure 3 (a). It is a diagram showing a state in which the checkbox of the corresponding "inquiry classification" is checked. (a) is a block diagram for explaining the functions of the processing device shown in FIG. 1(b), and (b) is a block diagram for explaining the function of the processing device shown in FIG. It is a figure showing a state. (a) is an image diagram showing an example of the page after the inquiry reception form in Figure 5(b), and (b) is an image diagram showing an example of the page after the inquiry reception form in Figure 5(a). be. FIG. 5B is a diagram showing a state in which the name, the telephone number of the customer who is about to use it, and the contract number/customer ID have been input in FIG. 5(b). FIG. 2 is a block diagram for explaining the functions of the processing device shown in FIG. 1(b). 1 is a flowchart showing an operation procedure of a call center business support system according to an embodiment of the present invention. (a) and (b) are diagrams showing an example of a state in which inquiry information and inquiry history are displayed on the screen of an operator terminal.

In the call center business support system of the present invention, when a customer accesses a predetermined website built on the Internet and makes an inquiry through the inquiry reception form displayed on the screen of his/her terminal, various types of information are sent based on the inquiry. processing is performed.
Note that even if the management server for the inquiry reception form is provided separately from the call center business support system of the present invention, or even if the management server is included in the call center business support system of the present invention, the present invention described below will be implemented. The action and effect are exerted in the same way.

The block diagram shown in FIG. 1(a) shows an example of the configuration of the call center business support system 1 of the present invention, and FIG. 1(b) shows the configuration of the Web server 2 and storage device 3 in FIG. 1(a). ing. 2(a) and 2(b) are tables for explaining data stored in the inquiry content database 3a and the inquiry history database 3b, respectively, and FIG. 2(c) and 2(d) are tables for explaining the data stored in the inquiry content database 3a and the inquiry history database 3b, respectively. It is a table for explaining data stored in the information database 3c and the operator database 3d.
Note that in FIG. 1(b), "DB" is used to mean a database, but this also applies to other drawings. In addition, in FIGS. 2(a) to 2(d), in order to avoid complicating the table, only a part of the data stored in the storage device is described, and the remaining data is described as appropriate. , the description is omitted.

As shown in FIGS. 1(a) and 1(b), the call center business support system 1 of the present invention includes a web server 2 connected to an Internet network 6, an inquiry content database 3a, an inquiry history database 3b, and a customer A storage device 3 in which an information database 3c and an operator database 3d are constructed, an operator terminal 4a on which data stored in these databases is displayed on a screen, and an operator telephone used by the operator to respond to inquiries from customers. 4b, and a telephone exchange 5 for connecting the operator telephone 4b to the telephone network 7.
Note that the inquiry content database 3a stores general inquiries and their answers. Further, the customer terminal 8a and customer telephone 8b used by the customer are connected to the network 6 and telephone network 7, respectively, and the storage device 3, operator terminal 4a and telephone exchange 5 are connected to the web server 2 via LAN etc. It is connected.

The web server 2 uses a communication device 2a that sends and receives data to and from the network 6, data read from the storage device 3, and data regarding the communication status between the customer and the operator sent from the telephone exchange 5. It is equipped with a processing device 2b that performs various types of processing.
The processing device 2b includes an inquiry content search unit 9a that reads or writes data related to the inquiry content to the storage device 3, a customer information search unit 9b that reads or writes data related to the customer to the storage device 3, An operator search means 9c that reads data regarding the operator from the storage device 3, and control that transmits the above-mentioned inquiry contents and data regarding the customer and the operator to a predetermined operator terminal 4a based on the communication information between the customer and the operator received from the telephone exchange 5. It consists of means 9d.

As shown in FIG. 2(a), the inquiry content database 3a contains inquiries made by customers at a desired frequency under the item name "Inquiry content" and categorized into "major classification,""middleclassification," and "minor classification." The information is classified into a hierarchical structure in the order of , and is stored in association with an "inquiry classification" indicating the content of each classification.
For example, an ``inquiry'' that belongs to the ``major category'' of ``charges'' is classified into two ``inquiry categories'' of ``payment method'' and ``contract menu,'' and an ``inquiry'' that belongs to the ``major category'' of ``power outage'' The "inquiry content" is classified into two types of "inquiry classifications": "when electricity is out" and "construction power outage".
Furthermore, "inquiry contents" belonging to the "middle category" of "payment method" are classified into three "inquiry categories" of "account transfer,""creditcard," and "transfer form," and are classified into three types of "inquiry categories" called "contract menu.""Inquirycontent" belonging to "medium classification" is classified into three types of "inquiry classification": "Plan A", "Plan B", and "Change menu".

On the other hand, "inquiries" that belong to the "middle category" of "when there is no electricity" include "when the whole house is out of power,""when some home appliances cannot be used," and "when the lights flicker." The "inquiry content" is classified into three types of "inquiry classification" and belongs to the "medium category" of "construction power outage", which includes "schedule", "postcard to notify of power outage", and "use of electrical appliances after restoration". It is classified into three types of "inquiry classification".
Further, if the answer to the inquiry is posted on an external website on the Internet, the URL of the website is stored in the inquiry content database 3a in a state where it is associated with the "inquiry content".

As shown in FIG. 2(b), the inquiry history database 3b includes information such as "customer telephone number", "incoming telephone number", "inquiry date", "major category", "medium category", "minor category", and "inquiry". "Content" and "Contract number/Customer ID" are stored as inquiry history data in a state where they are associated with each other. Note that the telephone number of the customer telephone 8b included in the inquiry information input into the inquiry reception form is stored in the inquiry history database 3b as a "customer telephone number."

As shown in FIG. 2(c), the customer information database 3c includes "contract telephone number," "customer telephone number," "contract number/customer ID," "name (kanji)," and "name (furigana)." are stored as customer information data while being associated with each other. Generally, a contract number and a customer ID are assigned to a customer who owns a fixed-line phone or a mobile phone, and the term "contract phone number" refers to these phone numbers. In addition, "customer telephone number" refers to the telephone number of the customer telephone 8b included in the inquiry information entered in the inquiry reception form, but if the inquiry information does not include the telephone number, The "incoming telephone number" of the customer telephone 8b used by the customer when the operator answered the inquiry by telephone is stored in the customer information database 3c as the "customer telephone number."

In the operator database 3d, as shown in FIG. 2(d), "inquiry classification", "telephone number" and "IP address" are mutually associated with the operator's "name (kanji)" and "full name (furigana)". stored in the state. Note that the "telephone number" is the telephone number of the operator telephone 4b, and the "IP address" is the number assigned to the operator terminal 4a for identification on the LAN.

FIG. 3(a) is an image diagram showing an example of an inquiry reception form displayed on the screen of the customer terminal 8a, and FIG. 3(b) is an "inquiry classification" corresponding to the "major classification" in FIG. 3(a). FIG. 3 is a diagram showing a state in which the checkbox is checked. Figure 4 (a) is a diagram showing the state in which the corresponding "inquiry classification" for the "major classification" in Figure 3(b) is selected, and then the check box for the corresponding "inquiry classification" for the "medium classification" is checked. 4(b) shows the state in which the corresponding "inquiry classification" for "middle classification" in FIG. 4(a) is selected and the corresponding "inquiry classification" checkbox for "minor classification" is checked. FIG.

As shown in Figure 3(a), it is mandatory to input the inquiry classification, and by using the check boxes for "major classification,""mediumclassification," and "minor classification," select the "inquiry classification" corresponding to the inquiry content. The configuration is such that you can select each category.
On the other hand, as for the customer's own name, it is essential to input it in Kanji and furigana, and it is also essential to input the telephone number of the customer telephone 8b that the customer is about to use. However, inputting the contract number and the number representing the customer ID is optional.

In Figure 3(a), if you check the checkboxes for "major classification", "middle classification", and "minor classification", a list of "inquiry classifications" already explained using Figure 2(a) for each classification will be displayed. be done. For example, if the check box for "major classification" is checked, the "inquiry classifications" of "fee" and "power outage" are displayed in a selectable state as shown in FIG. 3(b).
Therefore, if you select "Charges" for "Major Category" and then check the checkbox for "Medium Category," the "Inquiry Categories" of "Payment Method" and "Contract Menu" will be displayed as shown in Figure 4(a). Displayed as selectable. Furthermore, in Figure 4(a), if you select "Payment method" for "Medium category" and then check the checkbox for "Small category", "Account transfer" and "Credit" will be displayed as shown in Figure 4(b). ``Inquiry categories'' such as ``Card'' and ``Transfer Form'' are displayed in a selectable state.

FIG. 5(a) is a block diagram for explaining the functions of the processing device 2b of the Web server 2, and FIG. 5(b) shows selecting the corresponding "inquiry classification" for the "minor classification" in FIG. 4(b). FIG. 6(a) corresponds to the page after the inquiry reception form shown in FIG. 5(b), and FIG. 6(b) corresponds to the page after the inquiry reception form shown in FIG. 6(a).
In FIG. 4(b), when the corresponding "inquiry classification" for "minor classification" is selected from the list, the inquiry data d1 entered in the inquiry reception form is sent to the communication device 2a of the Web server 2 via the network 6. It will be done. Furthermore, this inquiry data d1 is sent from the communication device 2a to the control means 9d of the processing device 2b, as shown in FIG. 5(a).

The control means 9d sends a search start signal a1 together with inquiry data d1 to the inquiry content search means 9a. Upon receiving the search start signal a1, the inquiry content search means 9a transmits the inquiry data d1 to the inquiry content database 3a, and checks whether there is an inquiry content corresponding to the "inquiry classification" included in the inquiry data d1. Refer to the data stored in 3a.
If there is an external website where answers to the "inquiry content" are posted, the inquiry content search means 9a searches the above website along with the "inquiry content" data d2 corresponding to the "inquiry classification" included in the inquiry data d1. Data d3 indicating the URL of is read from the inquiry content database 3a. However, if there is no external website on which answers to the "inquiry content" are posted, only the "inquiry content" data d2 is read from the inquiry content database 3a and sent to the control means 9d.

The control means 9d sends a display signal a5 to the communication device 2a together with the "inquiry content" data d2 sent from the inquiry content search means 9a and the data d3 indicating the URL of the website. The "inquiry content" data d2, the data d3 indicating the URL of the website, and the display signal a5 sent from the control means 9d of the web server 2 to the communication device 2a are further transmitted via the network 6 to display the inquiry reception form. The information is sent to the management server (not shown) of the website. As a result, as shown in FIG. 5(b), in the "Frequently Asked Questions" column of the inquiry reception form, "contents of inquiries" that are made by customers at a desired frequency are displayed together with the URL of the website.

On the other hand, for "Frequently Asked Questions" for which there is no external website with answers, as shown in Figure 6(a), customers can enter the desired frequency in the "Inquiry Content" column of the inquiry reception form. A list of "inquiry contents" will be displayed. That is, the control means 9d instructs the management server to retrieve the "inquiry content" and "website URL" read from the inquiry content database 3a by the inquiry content search unit 9a into the inquiry reception form posted on the website. It has a function to display on the screen.

That is, in the call center business support system 1, since the content of inquiries from customers at a desired frequency is posted in the inquiry reception form, if the content of the inquiry posted in the inquiry reception form and the content of the customer's inquiry are the same, This improves the work efficiency when a customer inputs inquiry information into the inquiry reception form, and also clarifies the contents of the inquiry, making it easier for the operator to answer the inquiry. In this case, the burden on the operator who answers customer inquiries is reduced.
Further, if the customer finds the answer to the inquiry by himself or herself by browsing the website indicated by the URL, there is a possibility that the inquiry will not be made by telephone to the operator. In this case, the burden on the operator who answers the inquiry is further reduced.

As shown in Figure 6(a), select the appropriate item from the list of "inquiry contents" displayed in the "inquiry contents" column and check the checkbox to confirm the "inquiry contents". . On the other hand, if there is no corresponding item in the "Inquiry Content" column, the "Inquiry Content" is determined by filling in the specific content in the blank space provided below the "Inquiry Content" column.

When the "Send" button is clicked with the inquiry reception form page shown in FIG. 6(a) displayed on the screen of the customer terminal 8a, the operator telephone 4b will respond as shown in FIG. 6(b). The phone number of the operator who is available will be displayed. However, if the input to the inquiry reception form is incomplete, the state shown in FIG. 6(b) will not occur. If the user clicks on the "Back" button, the inquiry reception form returns to the page shown in FIG. 5(b), and the user can enter the name, telephone number, etc. again.

Figure 7 shows a state in which "Name (Kanji)", "Name (furigana)", "Customer's phone number you are about to use", and "Contract number/Customer ID" are entered in Figure 5(b). FIG. 8 is a block diagram for explaining the functions of the processing device 2b of the Web server 2. Further, FIG. 9 is a flowchart showing the operation procedure of the call center business support system 1, and FIGS. 10(a) and 10(b) are examples of states in which inquiry information and inquiry history are displayed on the screen of the operator terminal 4a. FIG.

As shown in FIG. 7, on the screen of the customer terminal 8a, "Name (Kanji)", "Name (Furigana)", "Customer's telephone number you are about to use", and "Contract number/Customer ID" are displayed. When the "Send" button is clicked with the information entered in the inquiry reception form, this information is sent to the communication device 2a of the Web server 2 via the network 6 along with the transmission signal a7 as part of the inquiry data d1. After that, as shown in FIG. 8, it is sent from the communication device 2a to the control means 9d of the processing device 2b.

The control means 9d sends a search start signal a2 together with inquiry data d1 to the operator search means 9c. Upon receiving the search start signal a2, the operator search means 9c transmits the inquiry data d1 to the operator database 3d, and checks whether there is an operator terminal 4a and an operator telephone 4b corresponding to the "inquiry classification" included in the inquiry data d1. The "inquiry classification" of the operator stored in the operator database 3d is referred to (step S1 in FIG. 9).
The operator search means 9c reads the IP address d5 of the operator terminal 4a and the telephone number d6 of the operator telephone 4b corresponding to the "inquiry classification" included in the inquiry data d1 from the operator database 3d, and sends them to the control means 9d.

The control means 9d sends a display signal a5 to the communication device 2a together with the telephone number d6 of the operator telephone 4b sent from the operator search means 9c. The telephone number d6 and display signal a5 of the operator telephone 4b sent from the control means 9d of the web server 2 to the communication device 2a are sent via the network 6 to the management server (not shown) of the website on which the inquiry reception form is posted. sent to ). Thereby, as already explained using FIG. 6(b), the telephone number of the operator who can respond to inquiries from the customer is displayed on the inquiry reception form (step S2 in FIG. 9).
This allows the customer to know the contact information of an operator who has knowledge of the inquiry contained in the inquiry information. When a customer calls that contact number, the operator who is most likely to provide an appropriate answer to the inquiry entered in the inquiry reception form will respond, allowing the customer to receive an appropriate answer to his or her inquiry more efficiently. You can get a good deal. In addition, since the operator answers based on his/her own area of expertise, the psychological burden is reduced.

When the operator telephone 4b receives an incoming call from the customer telephone 8b, the telephone exchange 5 sends incoming call data d7 including the telephone numbers of the operator telephone 4b and the customer telephone 8b and the date of incoming call to the control means 9d of the processing device 2b. Upon receiving the incoming call data d7, the control means 9d determines that there is a call from the customer to the call center, and sets the telephone number of the customer telephone 8b as the incoming telephone number in the verification key (steps S3 and S4 in FIG. 9). . Note that if there is no call from a customer to the call center, the processing in the processing device 2b of the Web server 2 ends.

The control means 9d sends a search start signal a3 along with inquiry data d1 and incoming data d7 to the inquiry content search means 9a. The inquiry content retrieval means 9a sets the telephone number and date of incoming call of the customer telephone 8b included in the incoming call data d7 as the "incoming telephone number" and "inquiry date," respectively. The information is stored in the inquiry history database 3b together with "classification", "medium classification", "minor classification", "inquiry content" and "contract number/customer ID". Furthermore, in accordance with the search start signal a3, the inquiry content search means 9a refers to the data stored in the inquiry content database 3a in order to check whether there is a customer telephone number corresponding to the collation key (step S5 in FIG. 9).

When a customer telephone number matching the verification key exists in the inquiry history database 3b, the inquiry content search means 9a retrieves the inquiry history data d8 consisting of the "inquiry date" and "inquiry content" corresponding to the customer telephone number. It is read from the database 3b and sent to the control means 9d (step S6 in FIG. 9). After that, the control means 9d performs the process of step S13 shown in FIG. 9, which will be described later.
On the other hand, if there is an incoming telephone number that matches the verification key instead of the customer telephone number in the inquiry history database 3b, the inquiry content search means 9a searches the "inquiry date" and "inquiry content" corresponding to the incoming telephone number. The inquiry history data d8 is read out from the inquiry history database 3b and sent to the control means 9d (step S7 in FIG. 9). After that, the control means 9d performs the process of step S13 shown in FIG. 9, which will be described later.

If there is no customer telephone number or incoming telephone number that matches the verification key in the inquiry history database 3b, but the inquiry data d1 includes a contract number, the control means 9d sends a search start signal a4 to the customer along with the inquiry data d1. The information is sent to the information search means 9b (step S8 in FIG. 9). In accordance with the search start signal a4, the customer information search means 9b refers to the data stored in the customer information database 3c in order to check whether there is a contract telephone number corresponding to the contract number (step S9 in FIG. 9). Note that if there is no contract telephone number corresponding to the contract number, the processing in the processing device 2b of the Web server 2 ends.

The customer information search means 9b reads the contract telephone number d4 corresponding to the above contract number from the customer information database 3c and sends it to the control means 9d, and the control means 9d reads the customer's "contract telephone number d4" stored in the customer information database 3c. " is set as a verification key (step S10 in FIG. 9).
The control means 9d sends a search start signal a3 together with the contract telephone number d4 to the inquiry content search means 9a. In accordance with the search start signal a3, the inquiry content search means 9a refers to the data stored in the inquiry content database 3a in order to check whether there is a customer telephone number corresponding to the collation key (step S11 in FIG. 9).
If there is an incoming telephone number that matches the verification key in the inquiry history database 3b, the inquiry content search means 9a retrieves the inquiry history data d8 consisting of "inquiry date" and "inquiry content" corresponding to the incoming telephone number. It is read from the database 3b and sent to the control means 9d (step S12 in FIG. 9).

The control means 9d uses inquiry history data d8 sent from the inquiry content search means 9a to the operator terminal 4a specified based on the telephone number of the operator telephone 4b and the IP address d5 of the operator terminal 4a included in the incoming call data d7. At the same time, a display signal a6 is sent. Further, if the "number of the customer's telephone that is about to be used" included in the inquiry data d1 matches the incoming telephone number of the customer telephone 8b included in the incoming call data d7, the control means 9d The "major category", "medium category", "minor category", "name (kanji)", "name (furigana)", "inquiry content" and "contract number/customer ID" included in data d1 are also handled by the above-mentioned operator. Send to terminal 4a. Then, as shown in FIG. 10(a), the operator terminal 4a displays a part of the inquiry data d1 sent from the control means 9d of the processing device 2b and the inquiry history data d8 on the screen (steps in FIG. 9). S13).
Note that if the inquiry history data d8 is not read from the inquiry history database 3b, only the inquiry data d1 is displayed on the screen of the operator terminal 4a, as shown in FIG. 10(b).

Note that, as explained using FIG. 2(b), the customer's name in the inquiry data d1 is not stored in the inquiry history database 3b, but the call center business support system 1 of the present invention is limited to such a configuration. Instead, the customer's name included in the inquiry data d1 may also be stored in the inquiry history database 3b. With such a configuration, even if the control means 9d does not send the inquiry data d1 to the operator terminal 4a, the operator terminal 4a can change the screen to the state shown in FIG. 10(a) based only on the inquiry history data d8. can do.

As explained above, in the call center business support system 1, the customer phone number included in the inquiry information entered in the inquiry reception form and the incoming phone number of the customer phone 8b actually used by the customer match. In this case, regardless of whether the customer telephone 8b is a landline or a mobile phone, the inquiry information entered in the inquiry reception form immediately before the customer calls the operator and the history of past inquiries by the customer are included in the inquiry history. After being read from the database 3b, it is displayed on the operator terminal 4a of the operator who called the customer. Therefore, the operator does not need to confirm the content of the inquiry with the customer again. In addition, by checking the history of past inquiries of the customer read from the inquiry history database 3b and displayed on the operator terminal 4a, the intention of the customer's inquiry becomes clear and the operator can respond to the inquiry. It becomes easier.
Therefore, according to the call center business support system 1, it is possible to reduce the burden on the operator who performs telephone answering work at the call center.

In addition, in the call center business support system 1, if a customer uses a customer telephone 8b with a number different from the customer telephone number included in the inquiry information, the usage history is stored in the storage device, so the inquiry reception form is If the customer phone number included in the inquiry information and the incoming phone number of the customer phone 8b are different due to an input error, by checking the inquiry history data stored in the inquiry history database 3b, You can quickly find the cause and fix it.
Furthermore, in the call center business support system 1, even if the customer phone number included in the inquiry information and the incoming phone number of the customer phone 8b actually used by the customer do not match, the customer's inquiry history data d8 is read from the inquiry history database 3b, so the history of past inquiries made by the customer can be displayed on the operator terminal 4a of the operator who made the call from the customer. Therefore, even in such a case, the operator can quickly respond to an inquiry, and the operator's burden can be reduced.

In addition, in the call center business support system 1, even if the customer telephone number is not included in the inquiry information, if the inquiry information includes the customer's contract number, the inquiry history data data d8 of the customer is Since the information is read from the inquiry history database 3b based on the above, the history of past inquiries made by the customer can be displayed on the operator terminal 4a of the operator who made the call from the customer. Therefore, even in such a case, the operator can quickly respond to an inquiry, and the operator's burden can be reduced.

The call center business support system of the present invention is applicable when an operator answers customer inquiries by telephone at a call center.

1...Call center business support system 2...Web server 2a...Communication device 2b...Processing device 3...Storage device 3a...Inquiry content database 3b...Inquiry history database 3c...Customer information database 3d...Operator database 4a...Operator terminal 4b...Operator telephone 5 ...Telephone exchange 6...Network 7...Telephone network 8a...Customer terminal 8b...Customer telephone 9a...Inquiry content search means 9b...Customer information search means 9c...Operator search means 9d...Control means a1 to a4...Search start signal a5, a6... Display signal a7...Transmission signal d1...Inquiry data d2...Data of "inquiry content" d3...Data indicating the URL of the website d4...Contract telephone number d5...IP address of operator terminal d6...Telephone number of operator telephone d7...Incoming call data d8...Inquiry history data

Claims (7)

A call center business support system that reduces the burden on operators who respond to customer inquiries entered in an inquiry reception form posted on a website on the Internet,
an operator telephone and an operator terminal used by the operator;
a storage device in which an inquiry content database, an inquiry history database, and a customer information database are constructed, and in which customer information and inquiry information including the customer telephone number input in the inquiry reception form and the inquiry date are stored;
a web server connected to the internet network;
a telephone exchange that connects the operator telephone to the customer telephone via a telephone network and transmits the telephone number of the operator telephone connected to the customer telephone and the incoming telephone number of the customer telephone to the Web server; Prepare,
The storage device is
The inquiry information and the inquiry date are stored in the inquiry history database as inquiry history data in a state where they are associated with the customer telephone number, and
the customer information is stored in the customer information database in a state where it is associated with the customer phone number;
The web server is
For the operator terminal identified based on the telephone number of the operator telephone received from the telephone exchange, the inquiry history data corresponding to the customer telephone number that matches the incoming telephone number is read from the inquiry history database. transmitting to the operator terminal;
The operator terminal is
A call center business support system, characterized in that the inquiry history data received from the web server is displayed on a screen. 2. The call center business support system according to claim 1, wherein the inquiry history data is stored in the inquiry history database in association with the incoming telephone number. The web server is
reading the inquiry history data corresponding to the incoming telephone number from the inquiry history database and transmitting it to the operator terminal identified based on the telephone number of the operator telephone received from the telephone exchange; The call center business support system according to claim 2, characterized in that: The customer's contract number and contract telephone number are stored in the customer information database as the customer information,
The web server is
When the contract number is included in the inquiry information instead of the customer telephone number, the contract telephone number corresponding to the contract number included in the inquiry information is read from the customer information database and the customer 2. A verification key for the incoming telephone number of a telephone set, and when the verification key is verified, the inquiry history data corresponding to the verification key is read from the inquiry history database and transmitted to the operator terminal. The described call center business support system. Equipped with a management server for the inquiry reception form,
In the inquiry content database, content that is inquired by the customer at a desired frequency is classified as inquiry content, and is stored in a state where it is associated with an inquiry classification indicating the content of the classification,
The web server is
reading the inquiry content corresponding to the inquiry classification included in the inquiry information from the inquiry content database and transmitting it to the management server;
The call center business support system according to any one of claims 1 to 4, wherein the management server posts the inquiry content received from the Web server on the inquiry reception form. The inquiry content database stores a URL of an external website where an answer to the inquiry content is posted, in association with the inquiry content;
The web server is
reading the URL corresponding to the inquiry content from the inquiry content database and transmitting it to the management server;
6. The call center business support system according to claim 5, wherein the management server posts the URL received from the Web server in the inquiry reception form. An operator database is constructed in the storage device,
The telephone number of the operator telephone is stored in this operator database in association with the inquiry classification,
The web server is
reading the telephone number of the operator telephone corresponding to the inquiry classification included in the inquiry information from the operator database and transmitting it to the management server;
7. The call center business support system according to claim 5, wherein the management server posts the telephone number of the operator telephone received from the web server on the inquiry reception form.

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