KR100632349B1 - A method and a system for renewing customer information using the wire telephone information - Google Patents

Abstract

The present invention relates to a customer information update system and method using wired telephone number information. More specifically, each of the fixed-line telephone users who have a continuous trading relationship with one or more specific enterprises, a wired communication business that provides a wired telephone service to the wired telephone users, and a company with which the wired telephone users have a trading relationship as a customer, respectively. In the connected customer information update system, update information for each company is generated by extracting customer information for each company to which the landline telephone user has a trading relationship as a customer among the changed customer information of the landline telephone user received from the wired communication company. Meanwhile, a central server performing a function of transmitting the generated update information to each enterprise; A telephone connection server which receives the customer information whose personal information has been changed from the central server and connects the wired telephone terminal of the customer whose personal information has been changed with the telephone terminal of an agent in the update system; A recording device for recording whether or not the customer agrees to transmit his / her changed personal information to a company with which he / she has a trading relationship when a telephone call is made between the customer and the counselor by the telephone connection unit; And an automatic response service (ARS) system for notifying the customer of the completion of the renewal when the customer information is updated by the information received by the company receiving the changed personal information of the customer. It is about.

In addition, the method for updating customer information according to the present invention includes a wired telephone user having a continuous trading relationship with one or more specific companies, a wired communication business providing a wired telephone service to the wired telephone user, and the wired telephone user as a customer. A method of updating customer information by a customer information update system, each connected to an enterprise having a contract, the method comprising: transmitting customer information whose personal information is changed from a wire communication company to a central server in the update system; Distributing customer information received from the wire communication company to a plurality of counselor terminals in a telephone connection server and automatically attempting to connect to the customer, and displaying the distributed customer information on the screen of each counselor terminal; If the customer is connected to a telephone, asking the wired telephone user whether or not he / she agrees to transmit the changed personal information to an enterprise, and inputting a customer's response to the wired telephone user into a counselor terminal; Extracting personal information of a customer who has consented to the transmission from the personal information of the customer received from the wire communication company; Transmitting the extracted personally identifiable information to each corresponding enterprise; And when the renewal completion message is transmitted from the company that has received the personal information of the customer, notifying the customer of the completion of renewal by the ARS. It is about.

According to the present invention, from the point of view of a registered business, even if a customer moves, the call center of the present invention does not have to invest a lot of time and money by establishing a separate call center when a customer's address or telephone number is changed. Can be used to efficiently update the customer's address and phone number, and also from the customer's point of view, when the customer moves or changes the customer's address or phone number, This can save you the trouble of updating your address and phone number.

Description

A method and a system for renewing customer information using the wire telephone information}

1 is a block diagram showing an embodiment of a customer information update system using wired telephone number information of the present invention.

2 is an internal configuration diagram of a central server constituting the customer information update system according to the present invention.

3 is an internal configuration diagram of an integrated database constituting the customer information update system according to the present invention.

4 is a flowchart illustrating a method of updating customer information using wired telephone number information of the present invention.

5 is a view showing an embodiment of a customer information input window displayed on the counselor terminal constituting the customer information update system according to the present invention.
<Description of the symbols for the main parts of the drawings>
10: customer information update system 100: telephone connection server
200: recording device 300: automatic response system (ARS)
400: central server 420: database management system
440: DB Server 460: Integrated Database
462: Landline customer DB 464: Update information DB
466: update notification DB 500: agent terminal
600: company 700: wired communication business
800: landline phone user (customer)

The present invention relates to a method and system for processing customer information update on behalf of an enterprise utilizing wireline telephone number information.
Most modern people living in a complex industrial society have maintained a long-standing relationship with various companies such as banks, securities companies, credit card companies, mobile phone companies, and insurance companies for a long time. . In addition, with the development of communication technology and the wide spread of communication means, almost everyone has a landline telephone in their home.

In this situation, when the customers who maintain a continuous trading relationship with the company change their phone number or address due to moving, etc., the company may not change the personal information of the customer unless the customer directly informs the company of such changed personal information. I can't figure it out. In this case, the company sends the mail to the customer at the previous address, causing unnecessary waste of postage and postal delivery personnel, and there is no way to find out the customer's contact information even if the company wants to contact the customer directly. Often not take.

In addition, even if the customer notifies the company with which the customer directly deals with personal information such as his / her changed address or phone number, the company operates a separate call center for this purpose. There was a problem that the time and cost was very large because of the renewal.

In addition, from the customer's point of view, if his personal information changes, it was inconvenient to notify the changes to all companies with which he / she has a deal.

Therefore, in order to solve the above problems, the present invention uniformly and quickly transmits the changed personal information of the customer obtained from the wire carrier to the respective companies that have a trading relationship with the corresponding customer, thereby allowing the individual companies to obtain the personal information of the corresponding customer. It is to provide a method and system for updating customer information that can be easily updated.
On the other hand, the present invention provides a method and system for updating customer information as described above, and before sending updated customer information to an enterprise, agrees to update by calling the customer in advance as in an outbound system of a call center. It is another object of the present invention to provide a method and system for updating customer information using landline telephone number information, which enables a user to select a company to update his / her personal information according to the customer's circumstances by asking whether the customer is asked.
Still other objects of the present invention will become more apparent from the following detailed description of the invention and the accompanying drawings.

According to an aspect of the present invention to achieve the above objects, a landline telephone user having a continuous transaction relationship with one or more specific enterprises, a wireline communication business that provides a landline telephone service to the landline telephone user and the landline telephone user In the customer information update system connected to each of the companies that have a trading relationship as a customer,

From the changed customer information of the landline telephone user received from the wireline communication business entity, the customer information is extracted for each enterprise to which the landline telephone user has a trading relationship as a customer, thereby generating update information for each enterprise, and generating the updated information. A central server 400 for transmitting a function;

A telephone connection server 100 which receives customer information whose personal information has been changed from the central server 400 and connects the wired telephone terminal 800 of the customer whose personal information has changed with the counselor terminal 500 in the update system;

When the telephone connection between the customer and the renewal system is made by the telephone connection server, a telephone terminal capable of making a telephone call with the client and a PC terminal capable of displaying the personal information of the client and inputting an answer for consent or not. An agent terminal 500 configured to include;

An automatic response service (ARS) system 300 that notifies the customer of the completion of the renewal when the customer information has been updated by the information received by the company receiving the changed personal information of the customer;

It is possible to provide a customer information update system utilizing wired telephone number information, characterized in that it comprises at least.
In addition, the customer information update system according to the present invention, the recording device for recording the voice response, if the customer who makes a telephone call with the counselor terminal agrees to transmit the changed personal information to the company It may further include.

On the other hand, according to an aspect of the present invention for achieving the above object, respectively, a wired telephone user, a wired communication business that provides a wired telephone service to the wired telephone user and a company with which the wired telephone user has a trading relationship as a customer In the customer information update method by the connected customer information update system,

Transmitting customer (wired telephone user) information whose personal information is changed from the wire communication business to the central server 400 in the update system (s100);

Distributing customer information received from the wired communication business to a plurality of counselor terminals 500 in the telephone connection server 100 and attempting to automatically connect to the customer, while the distribution is displayed on the screen of each counselor terminal 500. Displaying customer information (s200);

When the customer is connected to the telephone, asking whether the counselor agrees to transmit the changed personal information to the enterprise and inputting the customer's answer to the counselor terminal (s300);

delete

Extracting, by the central server (400), personal information of the customer who has consented to the transmission from the personal information of the customer received from the wire communication company (s500);

Transmitting, by the central server 400, the personal information of the extracted customer to each corresponding enterprise (s600); And
When the renewal completion message is transmitted from the company that has received the personal information of the customer, ARS notifies the customer of renewal completion and stores information on whether the renewal completion notification is successful in a database in the central server. Step (s700)

delete

It can provide a customer information update method using a wired telephone number information comprising a.
In addition, when the customer who makes a telephone call with the counselor terminal agrees to transmit his / her changed personal information to the company, the voice response is further recorded by the recording apparatus (s400). can do.

Here, the wired communication business 700 refers to a business operating a wired telephone business, such as Korea Telecom. In addition, the enterprise 600 is a company that has a contract for updating the customer information with the renewal system to update the customer information, such as banks, securities companies, credit card companies, mobile phone companies, insurance companies, etc. Say business to maintain.

When a landline telephone user who subscribes to a wireline communication company changes its address due to moving, etc., it is common to newly change and install the landline telephone accordingly. In this case, the wire communication company is establishing a renewed telephone number and address of the landline telephone user, a telephone installation date (hereinafter, the telephone installation date is regarded as a moving date), and a social security number as a DB.

1 is a block diagram showing an embodiment of a customer information update system using wired telephone number information of the present invention.

Referring to Figure 1, the customer information update system 10 of the present invention has a telephone connection server 100 for connecting to a customer's wired telephone terminal, the telephone connection server 100 is a recording device 200, the center It is connected to the server 400 and the counselor terminal 500.

The telephone connection server 100 performs a function of connecting the landline telephone user 800 and the counselor terminal 500, and the recording apparatus 200 records the voice response of the customer regarding whether to transmit the update information to the enterprise. . The counselor terminal 500 is composed of a phone terminal capable of making a telephone call with a customer (a wired telephone user) and a PC terminal capable of displaying personal information of the customer and inputting an answer to whether or not to agree.

The central server 400 stores user information, update information, information on whether or not to update the wired telephone. In detail, the customer information moved from the user information of the landline telephone received from the wireline communication company is extracted and transmitted to the telephone connection server 100. Then, the agent who makes a telephone call with the landline telephone user (customer) by the telephone connection server asks the customer whether or not the changed personal information is correct while viewing the personal information of the customer displayed on the counselor's terminal. If you agree to the transfer to the question, if you agree with the transfer will be guided to select a change agreement company, in this case, the agent enters the customer's response through the terminal 500 through the keyboard and the like The update information thus input is stored in a database in the central server 400. Based on the answers of the customers input through the plurality of agent terminals as described above, the central server 400 updates the information of the landline telephone user to be transmitted to each company among the changed personal information of the customer received from the wired communication company 700. Extract. As such, when the generation of update information to be transmitted for each enterprise is completed, the central server 400 transmits it to each enterprise.

2 is a diagram illustrating an internal configuration of the central server 400.

Referring to FIG. 2, the central server 400 includes a database base management system (hereinafter referred to as 'DBMS') 420, a DB server 440, and an integrated database 460.

The database management system 420 manages the data of the integrated database 460. Since the contents of the database management system are general matters, a detailed description thereof will be omitted.

3 is a diagram illustrating an internal configuration of the integrated database 460.

Referring to Figure 3, the unified database 460 will be described.

The integrated database 460 stores the fixed line customer DB 462, the update information DB 464, the update notification DB 466, and the like. That is, when the message of personal information of the landline telephone user received from the wired communication company, the renewal information of the customer to be transmitted for each company, and the message that the renewal of the customer has received the renewal information are transmitted, Stores information about whether the customer has been notified.

The landline customer DB 462 is a DB stored in the integrated database 460 of the central server 400 connected to the wireline carrier 700 and includes at least a social security number, a telephone number, an address, and a moving date.

The update information DB 464 is input by the counselor from the counselor's PC terminal and stored by the social security number of the customer in the integrated database.

The update information DB 464 includes at least a social security number, whether to renew or not, and a company to be renewed.

The update notification DB DB (466) is a DB that receives and stores the information received whether or not the update notification by the key input of the customer who calls from the automated response service (ARS) system 300.

The telephone connection server 100 receives the information of the landline telephone user whose personal information is changed from the DB server 440 in the central server 400, and distributes the information to each counselor to the telephone terminal of the landline telephone user whose personal information is changed ( 800 and the counselor terminal 500 are automatically connected, and a window for inputting update information is displayed on the screen of the PC terminal of each counselor during the automatically connected telephone call.

The telephony connection server 100 extracts the telephone number information of the customer who has received the update notification from the DB server 440, and transfers it to the answering machine (ARS) system 300.

Then, the answering machine (ARS) system 300 provides a call including an update notification guide message to the customer's landline terminal 800. When the customer hears the update notification guide message provided by the answering machine, and the customer inputs confirmation of the update notification through the key input of the wired telephone terminal, it is transmitted to the DB server 440 and stored in the update notification whether DB.

The DB server extracts the customer information (where the customer information includes at least a social security number, an address, and a phone number) within a predetermined period of time through the moving date from the fixed-line customer DB 462 and delivers it to the telephone connection server 100. It performs the function.

In addition, the DB server 440 receives the update information DB 464 input by the counselor through the counselor terminal 500 and stores the data in the integrated database 460.

In addition, the DB server 440 receives the update notification confirmation information from the automatic response service (ARS) system 300 and stores the update notification information DB 466 in the integrated database.

In addition, the DB server 440 extracts customer information (where the customer information includes at least a social security number, an address, a phone number, and a company to be renewed) that has received the renewal agreement through the DB in the integrated database 460. Groups the customer's social security number, address, and phone number for each company to be renewed, and delivers them to the company.

In addition, the DB server 440 receives the update information from the registrar 600 and delivers it to the answering service (ARS) system 300 through the telephone connection server.

4 is a flowchart illustrating a method of updating customer information using wired telephone number information of the present invention.

Referring to Figure 4, it will be described the procedure of the customer information update method using the wired telephone number information of the present invention.

According to an aspect of the present invention to achieve the above object, in updating the customer information of the company,

Transmitting the customer information whose personal information is changed from the wire communication company to the central server 400 in the update system (s100);

Distributing customer information received from the wired communication business to a plurality of counselor terminals 500 in the telephone connection server 100 and attempting to automatically connect to the customer, while the distribution is displayed on the screen of each counselor terminal 500. Displaying customer information (s200);

If the customer and the telephone are connected, asking the customer whether to agree to the transmission of the changed personal information to the enterprise and inputting the customer's answer to the counselor terminal (s300);

delete

Extracting personal information of a customer who has consented to the transmission from the personal information of the customer received from the wire communication company (s500);

Transmitting the extracted personal information of the customer to each corresponding enterprise (s600); And
When the renewal completion message is transmitted from the company that has received the personal information of the customer, ARS notifies the customer of renewal completion and stores information on whether the renewal completion notification is successful in a database in the central server. Step (s700)

delete

It can provide a customer information update method using a wired telephone number information comprising a.
In addition, when the customer who makes a telephone call with the counselor terminal agrees to transmit his / her changed personal information to the company, the voice response is further recorded by the recording apparatus (s400). can do.

In describing the above method, the content overlapping with the above description will be omitted. First, the customer information update system using wired telephone number information according to the present invention, as shown in FIG. 1, provides a wireline telephone service to a wireline telephone user who has a continuous trading relationship with one or more specific companies, and the wireline telephone user. The wired communication business and the wired telephone user are respectively connected to a company that has a trading relationship as a customer.

The detailed description of the step (s100) of transmitting the customer information whose personal information, such as the address, is changed from the wire communication company 700 to the central server 400 is as follows. That is, the DB of the wired communication company 700 includes at least the resident registration number, address, telephone number, address change date (moving date) of the landline telephone user. Therefore, by using the information on the address change date (moving date) is to receive the information about the wired telephone customers who moved within a certain period from the wired communication company 700 to store in the database in the central server (400).

The telephone connection server 100 automatically distributes the telephone number of the customer stored in the database in the central server 400 to the counselor and attempts to automatically connect the telephone, and each agent answers the customer's update information while making a telephone call with the client. Outputs a window to enter the terminal screen of the agent PC.
When a telephone is connected with the customer, the counselor asks the customer whether he or she agrees to transmit the changed personal information to the enterprise, and instructs the customer to select whether to send only to a certain specific company. The customer's voice response regarding these options is recorded on the recording device 200 and input to the counselor terminal.
The information about the customer's answers recorded and input in this way is stored in a database in the central server 400, while the central server 400 extracts the customer's update information to be transmitted for each enterprise based on the information.
The extracted update information is transmitted to each company, and after receiving the update information, the company transmits a message indicating that the update is completed to the update system according to the present invention.
When the renewal completion message is transmitted from the enterprise as described above, the automatic response system (ARS) in the renewal system according to the present invention calls the corresponding customer and informs the user of the message indicating that the renewal is completed.
While specific embodiments of the present invention have been described and illustrated above, it will be apparent that the present invention may be modified and practiced by those skilled in the art. Such modified embodiments should not be understood individually from the technical idea or the viewpoint of the present invention, but should fall within the scope of the appended claims of the present invention.

As described above, according to the present invention, a method and system for processing customer information on behalf of a company may be provided using an outbound form of a call center utilizing wireline telephone number information.
In addition, the customer information update system according to the present invention can be established by utilizing an existing call center system, that is, a database storing customer information, a counselor terminal, an ARS system, and the like. In other words, it can be implemented by installing a separate program after connecting wired telephone companies and enterprises to the existing call center system, and thus there is an advantage that can be implemented at low cost.

Therefore, from the point of view of the registered business, even if a customer moves, the address or phone number of the customer is changed, even if a separate call center is not invested a lot of time and money, Efficiently update your address and phone number.

In addition, from the customer's point of view, when the customer moves, such as when the customer's address or phone number changes, you can save the trouble of updating the address and phone number for the company registered as a member.

Claims (5)

A customer information update system connected to a wired telephone user who has a continuous trading relationship with at least one specific enterprise, a wired communication business that provides a wired telephone service to the wired telephone user, and an enterprise with which the wired telephone user has a trading relationship as a customer To From the changed customer information of the landline telephone user received from the wireline communication business entity, the customer information is extracted for each enterprise with which the landline telephone user has a trading relationship as a customer, thereby generating update information for each enterprise, and generating the updated information. A central server performing a function of transmitting to each enterprise; A telephone connection server which receives the customer information whose personal information is changed from the central server and connects the wireline telephone terminal of the customer whose personal information is changed and the update system; When the telephone connection between the customer and the renewal system is made by the telephone connection server, a telephone terminal capable of making a telephone call with the client and a PC terminal capable of displaying the personal information of the client and inputting an answer for consent or not. An agent terminal configured to include; And When receiving the message that the customer information is updated from the company that has received the personal information of the customer, the landline telephone number, characterized in that it comprises an automatic response system (ARS) for notifying the customer of the renewal guidance message Customer information update system using information. The method of claim 1, wherein the central server, A DB server for processing updated personal information of a landline telephone user and generating update information to be transmitted for each enterprise; DBMS for managing data in the integrated database; And When the message of personal information received from a wired communication company, update information of a customer to be transmitted for each company generated by the DB server, and a message indicating that the update has been completed from each company that received the customer's update information, And a consolidated database for storing information on whether the customer has been notified of the purpose. The recording apparatus for recording the voice response is further provided to the customer information updating system according to claim 1, when the customer who makes a telephone call with the counselor terminal agrees to transmit his / her changed personal information to the company. Customer information update system utilizing wired telephone number information, characterized in that it comprises. A customer information update system connected to a wired telephone user who has a continuous trading relationship with at least one specific enterprise, a wired communication business that provides a wired telephone service to the wired telephone user, and an enterprise with which the wired telephone user has a trading relationship as a customer. In the customer information update method by Transmitting the customer information whose personal information is changed from the wire communication company to the central server in the update system; Distributing customer information received from the wire communication company to a plurality of counselor terminals in a telephone connection server and automatically attempting to connect to the customer, and displaying the distributed customer information on the screen of each counselor terminal; If the customer and the telephone are connected, asking the customer whether or not to agree to transmit the changed personal information to the enterprise and inputting the customer's answer to the counselor's terminal; Extracting personally identifiable information of a customer who has consented to the transmission from among personally identifiable information received from the wired communication company for each enterprise; Transmitting the extracted personally identifiable information to each corresponding enterprise; And When the renewal completion message is transmitted from the company that has received the personal information of the customer, ARS notifies the customer of renewal completion and stores information on whether the renewal completion notification is successful in a database in the central server. Characterized in that it comprises a step, customer information updating method using the wired telephone number information. 5. The method of claim 4, further comprising the step of recording the voice response by a recording apparatus when the voice answering question regarding whether the customer who makes a telephone call with the counselor terminal agrees to transmit his / her changed personal information to the corresponding enterprise. A customer information updating method using wired telephone number information, characterized in that it comprises a.

Images