JPH11239217A - Substitute reception system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a substitute system that quickly and surely respond for end users. SOLUTION: In the substitute system consisting of a service agent group comprising service agents 3A-3C that receive a phone call request of service from each of end users 1A-1C to conduct various services and a substitute service agent 5 that receives phone call requests of service from each of the end users 1A-1C to conduct various services on behalf of the service agents 3A-3C of the service agent group. The substitute service agent 5 is provided with display means 7A-7C, and other means 81-83, 91-93, and 11 which display a customer reception manual relating to service agents relating to the end users 1A-1C requesting service is response to a received telephone number when requests of the service from the end users 1A-1C are received.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a receiving agent system, and more particularly, to a service receiving service for an end user on behalf of a plurality of service providers who provide various services in response to a telephone service request from the end user. The present invention relates to a receiving proxy system for a proxy service provider.

[0002]

2. Description of the Related Art FIG. 4 shows an example of a conventional reception proxy system. In this figure, reference numerals 300A to 300C denote end users such as residents of condominiums and card loan users;
02A to 302C are end users 300A to 300C
303 is a service provider who receives a telephone call from a customer for a failure of a condominium facility or loses a card, and performs various services such as repair of a failure or measures to deal with loss of the card.
To the end users 300A to 300C by the service provider 30
It is a service agent that makes a contract with 2A-302B and performs various services on behalf of the service agents 302A-302C, for example, at a contract time such as at night.

[0003] Here, the service agent 303 does not provide the end users 300A to 300C outside the contract time such as daytime.
Services are provided by service providers 302A to 302
C, the request for various services by telephone from the end users 300A to 300C is made at the time of the contract time such as nighttime.
301C, the service agent 3 via the exchange 310
03, and the service is performed.

Various service requests transferred from the end users 300A to 300C are sent to the service agent 3
03 is received by any of the telephones 304A to 304C, and operators 305 to 307 correspond. The operators 305 to 307 specify a service provider related to the telephone number from the telephone number of the incoming call, and a customer handling manual 309A related to the specified service provider.
Find ~ 309C. The operators 305 to 307 obtain contract information such as a contract receiving time zone, service precautions, a judgment reference flowchart and the like from the found customer correspondence manual, and the operator 305
307 to 307 grasp the work to be performed on the basis of the contract information, make a telephone response to the end user, and perform various service work on behalf of the service providers 302A to 302C.

[0005]

However, in the above-mentioned prior art, the operator 305 of the service agent 303
307 identify the service agents 302A-302C after receiving the call from the end user 300A-300C, and then locate the customer response manual 309A-309C corresponding to the service agent from the cabinet 308, The customer service manual was opened, the contract information of the specified service provider was confirmed, and a telephone response was made. For this reason, it takes time to search for such a manual of the customer response manual, and it is not possible to respond quickly in an emergency.
In order to manage 5C files in the cabinet 310, the number of contracted service providers 302A to 302C increases,
The physical installation space increased and management was not easy.

SUMMARY OF THE INVENTION In view of the above-described various problems, it is an object of the present invention to specify a service provider associated with an end user from a telephone number received when receiving a call from an end user who has requested a service. The present invention also relates to a receiving agent system that enables a customer service manual related to a specified service provider to be retrieved from an electronic customer service manual, displayed, and promptly handled.

[0007]

The present invention employs the following means in order to solve the above-mentioned problems.

[0008] A service provider group comprising service providers for receiving various service requests from the end users by telephone and providing various services, and a telephone call from the end user on behalf of each service provider in the service provider group. In a receiving agent system comprising a service agent that receives a service request and performs various services, when the service agent receives the service request from the end user, the service agent sends the received telephone number to the received telephone number. In response, a display means is provided for automatically displaying a customer response manual for a service provider associated with the end user who requested the service.

[0009] In the reception agent system according to the first aspect, the customer response manual is composed of various kinds of information of the service provider itself and contents to be serviced.

[0010] Further, in the reception proxy system according to claim 1, the customer response manual is composed of various information of the service provider itself, contents to be serviced, and a processing procedure related to correspondence with the end user. It is characterized by having been done.

[0011] Further, in the reception proxy system according to any one of claims 1 to 3, at least the service provider's various information and the contents to be serviced in the customer response manual include at least a service provider. , The service provider's code number, the service provider's business content, the service time zone, and the presence or absence of emergency dispatch of the service.

[0012]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS One embodiment of the present invention will be described below with reference to FIGS.

FIG. 1 is a system configuration diagram of a reception proxy system for building management work according to this embodiment.

1A to 1C are service providers 3A to 3A, respectively.
Residents in buildings managed by 3C, service providers 3A-3
C, end users receiving various services such as repair of building equipment, and 3A to 3C perform various services in response to telephone requests from the end users 1A to 1C, and contract with a service agent 5 described later. And, for example, at a contract time such as at night, the service agent 5
5 is a service provider who requests service substitution for services, and 5 responds to calls from end users 1A-1C related to the service providers 3A-3C who have concluded service substitution contracts, in response to telephone calls for failures in building equipment, etc. Is a service agent that acts as a service agent.

2A to 2C are service providers 3A to 3A, respectively.
During the contract time between the 3C and the service agent 5, the public line network having a function of transferring various service requests from the end users 1A to 1C by telephone to the service agent 5 is a public line network.

The service agent 5 has a private branch exchange 6
And the end users 1A to 1A connected to the private branch exchange 6.
A plurality of telephones 7A to 7C for receiving telephone calls from C, and a service provider connected to telephones 7A to 7C and contracting based on a telephone number specified by a dial-in telephone call from end users 1A to 1C. Computers 81 to 83 for specifying 3A to 3C and displaying a customer handling manual related to the specified service agent;
A display section 91 to 93 for displaying a customer service manual relating to the specified service agent, and various data such as a customer service manual are stored. The data is retrieved by a request from the computers 81 to 83, and a desired customer service manual is retrieved by the computer 81. And a FAX server 12 that transmits a report such as a daily report or a monthly report to the service providers 3A to 3C that have contracted for the results of the service substitution in response to requests from the computers 81 to 83.

Reference numerals 101 to 102 denote end users 1A to 1C.
The operator responds to a service request by telephone from.

When a request for a service is transferred from the end users 1A to 1C related to the contracted service providers 3A to 3C to the service agent 13 during a contract time such as nighttime, the telephone 7A to 7C sends the request. The request is received and the telephone number of the identified service provider associated with the end user is received from the received telephone set on the computer 8.
1 to 83. The computers 81 to 83 specify the service provider based on the telephone number, search the server 11 for data relating to the customer service manual such as the name of the contractor and the contents of the contract concerning the specified service provider, extract the data, and display the display unit 91. To 93. The operators 101 to 103 perform various services requested through the end users 1A to 1C and the telephones 7A to 7C based on various information of the customer response manual displayed on the display units 91 to 93. Further, operators 101 to 103
Inputs the result of telephone correspondence with the end users 1A to 1C to the computer, and inputs instructions to be treated to the computer.

FIG. 2 is a diagram showing an example of a contractor information screen of a customer correspondence manual displayed on the computer displays 91 to 93 of the service agent 5.

In FIG. 1, reference numeral 101 denotes the name of the contractor of the service provider 3A to 3C who has concluded the service agent contract, 1
02 is the contractor code as an ID number assigned to the contractor, 103 is the end user 1A-
Indication of whether or not there is an urgent dispatch to indicate whether there is any urgent dispatch in the service agency task for 1C, 104 is a contractor's reception time zone indicating the date and time when a service should be commissioned, 105 is a contract Business Overview, 106
Is a management area indicating the area serviced by the contractor, 107 is the representative name of the contractor, 108 is the telephone number of the service agent 5, and 109 is a point to be noted before the end users 1A to 1C respond to telephone calls. Is a note on contracts that are displayed.

FIG. 3 is a diagram showing an example of a criterion screen of the customer response manual displayed on the computer displays 91 to 93 of the service agent 5.

The judgment criterion screen is displayed in the form of a flowchart. In step 201, the end users 1A to 1C
When the telephone is received from the operator, as shown in step 202, the operators 101 to 103
X Building Management Company ". ", As if they were service providers 3A-3C. Then, in step 203, the end users 1A-1
Make a note of C's phone call. At this time, as a precaution when performing a telephone response, for example, as shown in steps 204 and 205, “When a call from an end user is received,
All the contents of the processing are notified by telephone. After confirming the precautions when making a telephone call to the service providers 3A to 3C, make a note of the telephone request.

As shown in steps 204 to 206, the contents of the telephone calls from the end users 1A to 1C are "water leakage (when other households are not affected)", "drainage clogging", and "gas equipment failure". , "Autolock failure",
In the case of "strong complaint" etc., the service provider 3A-3C
It will be the next day's notification (immediate notification). Also, as shown in steps 207 to 209, “exclusive unit,
Plumbing equipment failure in common area, power outage, low voltage distribution board trip, water leak (if upper and lower floors are affected),
In the case of "failure of disaster prevention board" or the like, it is necessary to promptly dispatch and repair those failures. Step 20
In the case of both the next day communication (immediate communication) of step 4 and the emergency dispatch of step 207, as shown in step 210,
After confirming the addresses, building names, names, telephone numbers, etc. of the end users 1A to 1C, the process ends. In the case of an emergency dispatch, after confirming the above items, a worker is separately dispatched to the end user to repair the failure.

Although the subsequent correspondence of the operators 101 to 103 is not particularly shown,
After completing the telephone correspondence with the end users 1A to 1C, the 103 inputs predetermined items obtained as a result of the telephone correspondence to the computers 81 to 83 and stores them in the server 11. After the service agency is completed, the fixed daily report data and monthly report data are created based on the data stored by the instruction of the operator. According to the reception agency system according to the present embodiment, like the FAX server 12, Upon receiving a service request call from, the contracted service provider associated with this end user can be identified from the requested phone number, and the customer service manual for the specified service provider can be displayed quickly. As a result, the manual search of the customer response manual as in the related art is not required, and a quick and accurate response to the end user can be performed. Further, according to this reception proxy system, a customer response manual can be displayed on the screen before answering by telephone, so that customer response can be grasped before the response,
It is also possible not to respond to service requests outside the contract.

In the reception agency system of the present embodiment, a reception agency system of a service provider performing a building management operation has been described. However, this reception agency system includes a different type of business such as a service agency performing a card management operation. It goes without saying that service providers may be mixed.

[0026]

As described above, in the present invention, when a service agent receives a service request from an end user, the service agent specifies the service agent in response to the received telephone number and requests the service. Since the customer handling manual related to the service provider related to the end user can be displayed, the customer handling manual related to the specified service provider can be quickly displayed, so that it is possible to quickly and accurately deal with the end user.

Also, in the present invention, the service agent can respond to the service request from the end user by telephone according to the customer response manual displayed on the display means. Since the manual can be displayed on the screen, it is possible to grasp the customer response in advance.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram of a reception proxy system according to an embodiment of the present invention.

FIG. 2 is a computer display unit 91 of the service agent 5
It is a figure which shows an example of the contractor information screen of the customer response manual displayed by -93.

FIG. 3 is a computer display unit 91 of the service agent 5
It is a figure which shows an example of the judgment reference screen of the customer response manual displayed by -93.

FIG. 4 is a system configuration diagram of a reception proxy system according to the related art.

[Explanation of symbols]

 1A-1C End user 2A-2C Public line network with transfer function 4 Public line network 3A-3C Contracted service provider 5 Service agent 7A-7C Telephone 81-83 Computer 91-93 Display unit. 101 to 103 Operator 11 Server 12 FAX Server

 ──────────────────────────────────────────────────続 き Continued on the front page (72) Inventor Koichi Shibayama 1-6-6 Kanda Nishikicho, Chiyoda-ku, Tokyo, Japan Inside the Hitachi Building System Co., Ltd. (72) Inventor Tadanori Matsuo 1-6-6 Kandanishiki-cho, Chiyoda-ku, Tokyo, Japan Company Hitachi Building Systems

Claims (4)

[Claims] 1. A service provider group comprising service providers receiving various telephone service requests from end users and providing various services, and a service provider group on behalf of each service provider in the service provider group. In a receiving agent system comprising a service agent that performs various services by receiving a service request by telephone, when the service agent receives the service request from the end user, the service agent receives the received telephone request. A receiving agent system, comprising: a display unit for automatically displaying, in response to a number, a customer service manual relating to a service provider associated with an end user who has requested the service. 2. The reception agency system according to claim 1, wherein the customer response manual includes various information of the service provider and contents to be serviced. 3. The customer handling manual according to claim 1, wherein the customer handling manual includes various information of the service provider, contents to be serviced, and a processing procedure related to correspondence with the end user. A receiving agent system characterized by the following. 4. The method according to claim 1, wherein
In the claims, the various information of the service provider itself and the contents to be serviced in the customer response manual are at least the name of the service provider, the code number of the service provider, the business content of the service provider, the time zone of the service, And an emergency dispatching service.