KR100765967B1 - Call processing method, storing medium recording that method program and call processing system - Google Patents

Abstract

The present invention relates to a call processing method, a storage medium recording a method program and a call processing system. According to the present invention, when a call cannot be connected to an agent during a call processing according to a customer's incoming call, an average waiting time of the agent is calculated to make a call to the customer based on the present time and the average waiting time. To calculate. The call origination time point may be corrected based on the pattern value of the pattern section to which the call origination time point belongs, the call time information may be calculated, and the call time information may be transmitted to the customer. As a result, it is possible to call a customer and consult within a promised callback time while reducing call charges, thereby improving customer satisfaction.

Description

CALL PROCESSING METHOD, STORING MEDIUM RECORDING THAT METHOD PROGRAM AND CALL PROCESSING SYSTEM}.

1 is an overall configuration diagram of a call processing system according to an embodiment of the present invention.

2 is a block diagram of a server according to an embodiment of the present invention.

3 is a graph illustrating the state of the counselor and the waiting period of waiting customers.

4 is a graph illustrating waiting sections of incoming customers.

FIG. 5 is a diagram and a graph illustrating exemplary intervals and interval values for an agent pattern analysis.

6 is a graph exemplarily illustrating a distribution of average waiting counselors for each section.

7 and 8 are diagrams illustrating a table generation method for pattern generation.

9 is a diagram illustrating a prediction time correction according to a pattern.

10 and 11 are diagrams illustrating a process of calculating outgoing time information provided to waiting customers according to an embodiment of the present invention.

12 is a diagram illustrating a telephone connection process between a call destination customer and an agent according to an embodiment of the present invention.

The present invention relates to a call processing method, a storage medium recording a program for executing the method and a call processing system, and more particularly, to a call processing method, a storage medium recording a method program according to a telephone call of a customer and a call processing system. will be.

Conventionally, the telephone number of the customer center is a toll-free telephone in the form of 080-XXX-XXXX. Recently, however, most of the customer centers are charged local, long distance, and cell phone charges depending on the customer's calling location or type of call, which is a 1588 (or 1544, 1566) -XXXX phone. .

In conventional systems, when a customer calls a customer center, the process by which the customer center's answering machine provides voice information or asks for the agent's intention to connect to the customer, repeats announcements or music at the local exchange until an idle agent occurs. This includes the process of sounding, the process by which an idle agent occurs and the customer calls or drops off in the middle of the call, and the process by which the disconnected customer calls the customer center again and attempts to speak with a staff member.

More specifically, a callback method and a waiting time guidance method may be used as typical methods of the conventional telephone answering system.

First of all, when all the agents are in a call, if the customer leaves his or her contact information, the callback counselor or a certain number of agents who have finished the call directly send to the customer who left the contact point at a time when the load is low. In addition, the waiting time guidance method determines the number of orders of the external incoming call in the waiting state based on the preset time per call, and multiplies the determined order by the processing time per preset call. This is a way of telling the expected latency by value.

At this time, in case of callback method, not only does the customer not know when to receive the re-call from the call center, but also when the call center makes a call, the call is not made again due to the customer's inability to talk, such as missed or meeting. There was a problem of increasing the frequency that should be. In addition, there was a problem of designating a manpower for callback, and a decrease in work efficiency due to manual call.

In addition, in the waiting time guidance method, the waiting time is guided based on the number of calls in the waiting queue and the set talk time, so that an error between the waiting time of the actual customer is large. In addition, if the customer had to wait to pick up the handset without reconnecting the call, the inconvenience of the customer was increased.

In particular, when a call is congested at a specific time, such as after a card usage statement or a communication bill is sent, a customer who wants to connect to an agent hears only a repetitive announcement or music sound and hangs up.

In this case, even if the customer calls the customer center to make a call to the agent and listens to repetitive announcements or music sounds, the customer's call charge is charged to the carrier, especially when the user calls on the mobile phone. Depending on how long you are waiting for a connection, you are charged a lot of phone bills, which can add to customer complaints.

Therefore, the technical problem to be achieved by the present invention is to be able to deliver accurate guidance to the customer, even if the counselor can not respond to the caller in the customer center, and can be sent within the callback time.

Call processing method according to the characteristics of the present invention for achieving the above technical problem, a call processing method according to the incoming call of the customer, a) when the telephone connection with the counselor, the average waiting time of the agent is calculated by calculating the current time Calculating a call origination scheduled time to call a customer based on the average waiting time; b) calculating call origination time information by correcting the call origination time based on a pattern value of a pattern section to which the call origination time point belongs; And c) transmitting the calling time information to the customer.

In addition, the storage medium according to the characteristics of the present invention for achieving the above technical problem is a storage medium recording a program for executing the method.

In addition, a call processing system according to a feature of the present invention for achieving the above technical problem, a call processing system for the incoming call of the customer, the call destination database for storing one or more of the call destination and the call time information; A pattern database for storing pattern information on the average number of waiting agents per business hour; An exchange for conveying incoming call information; A first server receiving telephone incoming information from the exchange to connect a telephone between a counselor and a customer; When the customer wants to connect to an agent by calling the customer's phone, the exchange switches the call to the agent's side. When the agent cannot be connected, the automatic response / delivering time information to the customer and the telephone connection between the customer and the agent at the corresponding call time / Calling device; And a second server that calculates a call origination time point when a counselor and a customer call connection fail, and corrects the call origination time point based on the pattern information to derive call time information and transmit it to a customer.

Hereinafter, the present invention will be described in detail with reference to the accompanying drawings.

As shown in Figure 1, the call processing system according to an embodiment of the present invention, the exchange 10, the first server 20, the answering machine / call device 30, the second server 40, the call destination data A base 50 and a pattern database 60.

The switch 10 is a device that automatically connects a certain number of external telephone lines to internal users connected to the extension when a call occurs, and transfers the incoming call information to the first server and the answering machine. The exchange allows a telephone connection between the customer and the counselor according to the customer's request, the availability of the counselor, or the answering machine / caller to answer the customer's phone.

The first server 20 may receive the incoming call information from the exchange 10 to be a telephone connection between the customer and the counselor.

At this time, the switch 10 or the first server 20 is based on whether the agent is in an idle state (hereinafter referred to as a first state) or a busy state (hereinafter referred to as a second state). Information on the time interval between the first state and the second state, the time interval between the change from the second state to the first state, and the frequency can be provided.

The automatic answering / outgoing device 30 may provide a voice service when the customer calls the phone, and transmits the corresponding information when the customer wants to connect to an agent so that the exchange may switch to the counselor. At this time, when all the counselors are in a call, the answering machine / sending device 30 may redial the corresponding call and deliver the re-call details to the second server 40. And, the automatic answering / sending device 30 can notify the time to send to the customer in the call center, and can be connected to the counselor after the call at the scheduled time and confirms the incoming customer.

The call destination database 50 may store a corresponding customer list and information on a call origination time for each customer when a customer who fails a call with an agent wants to use a call service.

The pattern database 60 may store pattern information formed on the basis of time intervals, frequency counts, and the like between the first state and the second state for each section in which the counseling hours of the counselor are divided.

The second server 40 may generate pattern information and store the pattern information in the pattern database 60. The second server 40 calculates an expected waiting time for the waiting customer who is unable to talk to an agent, corrects the expected waiting time based on the information stored in the pattern database 60, and then sends and lists a call destination. Time information may be stored in the originating database 50. Next, the second server 40 may be a telephone connection between the customer and the counselor at the scheduled time.

Hereinafter, the calculation of the expected waiting time and the reflection of the pattern information of the second server 40 will be described in more detail with reference to FIGS. 2 to 9.

As shown in FIG. 2, the second server 40 includes an average waiting time calculating unit 41, a scheduled call time calculating unit 43, a pattern reflecting unit 45, a transmitting unit 47, and a pattern recording unit 49. ).

The average waiting time calculating part 41 calculates the time which the customer who arrived at the time when all the counselors are busy should wait on average.

More specifically, the customers entering the call center generate a queue waiting in line, based on the handling of all the calls of the customers coming in the call center. At this time, the incoming type of the customer follows the Poisson process. The incoming customers can be consulted when the counselor is idle, and must be on standby when the counselor is busy. In other words, whether or not the call is successful in the call center customer is determined according to the agent state.

That is, as shown in FIG. 3, at least one counselor must be changed from a busy state to an idle state in order for the customer to enter the call center and consult with the counselor. As the first customer arrives, the agents sequentially change to the busy state. If all the agents change to the busy state, the incoming customer must wait on standby.

는 상담원 수와 동일하므로 상담 서비스 제공 부하와 처리 부하는 단위 시간당 평균 인입 고객수(

)에 대한 서비스율(

(한콜당 처리 시간/시간)이 되며, 아래의 식과 같다.The load (provided load a) generated on the premise that all calls from customers entering the call center are the same as the load handled by the call center (processing load a '), so the average number of agents in the busy section (busy section) Is equal to the average number of customers currently consulted. In other words, the average number of consulted customers

Is the same as the number of agents, so the counseling service delivery load and processing load are the average number of incoming customers per unit time (

% Of service for

(Processing time / hour per call), and is as shown below.

)와 상담원 응대율(

)도 같은데, 이는 콜센터 상담원 중 임의의 상담원이 통화중일 확률이 되고, 단위시간당 생성되는 부하량이 콜센터가 처리할 수 있는 최대 능력보다 작아야만 안정상태가 되므로, 상담원 수가 c인 경우 안정상태의 조건은 다음과 같다.At this time, the traffic density for the call center to handle the call (

) And agent response rate (

This is equal to the probability that any of the call center agents is busy, and the load generated per unit time is stable only when the call center is less than the maximum capacity that the call center can handle. As follows.

That is, the probability that the customer should wait is the probability that all the agents are busy, and according to Erlang C, the probability that the customer waits is determined by the provided load a when the number of agents c is fixed.

: 상담원이 c명일 때 발생되는 부하량)(

: Load that occurs when there are c agents)

Therefore, since the average waiting time of the waiting customers is determined by the average number of waiting customers and the number of customers currently using the consultation service according to Little's law, the average waiting time can be calculated as follows.

: 대기가 발생하지 않는 안정상태의 임의시점에서 콜 센터 내에 인입고객이 n명 있을 경우의 부하량(

: Load when there are n incoming customers in the call center at any point in the steady state without waiting

: 상담원들이 상담을 시작하는 초기상태에서의 안정조건

: Stable condition at the initial state when counselors start counseling

: 상담원이 c명 존재할 때 부하량)

: Load when there are c agents)

The scheduled call time calculating unit 43 arithmetically calculates a time point for sending a call to the customer who requested the call on the basis of the above average waiting time.

More specifically, since the average waiting time is the time that the customers who arrived at the time when all the agents are busy should wait, as shown in FIG. 4, the estimated call time calculating unit adds the average waiting time to the customer at the present time. Calculate when the call is made.

The pattern recording unit 49 generates a predetermined pattern from the attributes of the call processed in the call center and records it in the pattern database.

In general, the property of a call handled by a call center changes from time to time. These changes will have different attributes in daily, weekly, monthly, quarterly, semi-annual, and yearly, and they will have a certain pattern depending on the type and content of counseling at the call center.

For example, in order to analyze the pattern, the counseling work time is divided into specific intervals by dividing the specific work intervals, and a predetermined pattern can be obtained through statistical management of the changing aspects of each interval. When a predetermined pattern is generated by accumulating and updating statistical values generated for each section, the above-described mathematically derived transmission scheduled time may be corrected based on the pattern.

) 부터

만큼 증가된 구간을 업무 종료 시점(

)까지 설정할 수 있다. 이 때, 상담원 상태는 '통화 상태(Busy)'과 '유휴/대기 상태(Idle)'로 구분되고, 일정 구간 동안의 특정 지점의 상담원 상태는 이산형 구조를 띄게 된다.More specifically, as shown in Figure 5, when the work is started (

) from

Segment increased by

Up to) can be set. At this time, the agent state is divided into 'call state (Busy)' and 'idle / standby state (Idle)', and the agent state of a specific point for a certain period has a discrete structure.

)을 통해 구간별 평균 대기 상담원 수를 구할 수 있고, 예를 들어 도 6에 도시된 바와 같은 구간별 평균대기상담원수의 분포를 얻을 수 있다.At this time, the arithmetic mean of the number of idle state agents ( IdleAgent ) observed in each observation interval (

) Can be obtained the average number of waiting counselors per section, for example, it is possible to obtain the distribution of the average number of waiting counselors for each section as shown in FIG.

Next, as shown in FIG. 7, the pattern recording unit 49 generates a table of averages of waiting agents in each section, and displays the average number of waiting counselors for each day, the average waiting counselors for each section, the average waiting counselors for each day, and the like. You can record and get daily patterns, weekly patterns, etc. for the number of waiting agents.

In addition, as shown in FIG. 8, a monthly pattern may be obtained based on the weekly pattern.

The pattern reflecting unit 45 may reflect the pattern value with respect to the expected call time derived from the estimated call time calculating unit, and may perform correction on the estimated call scheduled time.

)이 산술적으로 산출되면, 해당 구간의 패턴값을 참고할 수 있다.More specifically, as shown in Figure 9, the pattern reflector calculates the average waiting time of the customer and the call connection time (from the current customer waiting time T (

) Is arithmetically calculated, the pattern value of the corresponding section can be referred to.

At this time, when the pattern value of the corresponding section exceeds 0, there is a counselor who can consult in the corresponding section, so that the predicted value for the call connectable time is guaranteed consistency. The estimated time required for connection with the counselor may be calculated by calculating the end range value at the start and end ranges of the corresponding section, and then calculating the difference between the customer waiting time T at the end range time.

)이 속하는 구간 N값의 조건이 Pattern = 0인 경우, 해당 구간에서 대기 상태인 상담원의 수가 0임을 의미하므로, 다음 구간인 N+1 구간의 값을 기초로 예측 시간을 보정할 수 있다. 그리고 해당 구간 N의 패턴 값이 0을 초과하는 경우(Pattern > 0) 이면, 구간 N의 끝범위값과 고객 대기 시점 T 의 차를, 현재시점부터 상담원이 연결되기까지 소요되는 예상시간으로 설정할 수 있다.In summary, the calculated agent connection time (

In the case where the condition of the section N value to which the) belongs is Pattern = 0 , it means that the number of waiting agents in the corresponding section is 0. Therefore, the prediction time may be corrected based on the value of the next section N + 1 section. If the pattern value of the corresponding section N exceeds 0 ( Pattern> 0) , the difference between the end range value of the section N and the customer waiting time T can be set as the estimated time taken from the current point to the time when the agent is connected. have.

The transmission unit 47 transmits the corrected estimated connection time to the answering machine / sending device, and also transmits and records the calling information to the call destination database. In addition, the transmission unit may transmit the information on the call destination, the information on the standby agent to the automatic answering / sending device, so that the telephone connection between the customer and the counselor at the scheduled time.

The caller information checking unit 51 sets an agent checking point on the basis of the estimated call time derived from the caller time information when the caller target customer exists, and determines whether there is a standby agent at a predetermined interval from the agent checking point. You can check it. In addition, the call information checking unit 51 may allow the corresponding information to be transmitted to the auto-answer / sending device through the transmitter when there is a standby counselor.

Hereinafter, a call processing method according to an embodiment of the present invention will be described with reference to FIGS. 10 and 11.

First, when the first call is received from the user, a voice service may be provided to provide preset information, and the user may make a telephone call with a counselor (S100, S101, S103, S105, S107, and S109).

At this time, if the user who is waiting for the call wants to use the calling service, the average waiting time calculation unit 41 may first calculate the time that the customer who has arrived at the time when all the counselors are talking on average waits (S113, S115).

Next, the scheduled call time calculating unit 43 may arithmetically calculate a time point to send a call to the customer who requested the call based on the above average waiting time (S120).

)에서 평균 대기 시간(

)을 더한 값을 고객에게 전화를 발신할 시점(

)으로 산출한다. That is, as described above, since the average waiting time is the time that the customers who have arrived at the time when all the agents are busy should wait,

) Average latency (

) Plus the value of when you call the customer (

Calculate

)이 속한 구간을 판별한 후(S121), 패턴 데이터베이스로부터 해당 구간의 패턴값을 읽는다(S123). Next, calculated customer origination time (

) After determining the section to which it belongs (S121), the pattern value of the corresponding section is read from the pattern database (S123).

At this time, when the number of inquiries about the corresponding section pattern value is 0 and the corresponding section pattern value exceeds 0, the end range time of the corresponding section may be an approximate time point at which the call is made (S125 and S129). Then, if the difference between the end range time and the current customer waiting time T can be estimated (S131). Then, the customer is notified of the estimated time required for the call or the current time to send the call, records the corresponding information in the call destination database, and hangs up the call (S133, S135, S137).

)이 속한 구간의 해당 패턴값에 대한 조회 횟수가 1이상인 경우에는 이미 해당 패턴값에 대한 조회를 통해 1명의 대기 상태 상담원이 배정되었으므로, 우선 해당 구간의 패턴 데이터 값을 1 감소시킬 수 있다(S127). 이 후 해당 구간의 패턴 값이 0을 초과하는 경우, 상술한 바와 마찬가지로 해당 구간의 끝범위 시간을 대략적인 전화 발신 시점으로 둘 수 있고, 끝범위 시간과 현재 고객 대기 시점 T 와의 차를 구하면 현재 대기 시점으로부터 예상 발신 시점까지의 소요시간을 예상할 수 있다.And, the calculated customer origination time (

If the number of inquiries about the corresponding pattern value of the section to which the) belongs is 1 or more, since one standby agent is already assigned by inquiring about the pattern value, first, the pattern data value of the corresponding section may be reduced by one (S127). ). Thereafter if the pattern value of the interval is greater than zero, the above described similarly, and can leave the end range of time of the interval to approximate a call time, the end of the range of time and the current ask the difference between the customer waiting time T currently pending The time required from the time point to the expected time of transmission can be estimated.

In addition, when the pattern value of the corresponding section is 0, it is as described above to calculate the scheduled call time by reading the pattern data value of the +1 increased section (S139).

Hereinafter, a call answering method according to an embodiment of the present invention will be described with reference to FIG. 12.

The second server 40 reads the call destination information from the call destination database 50, and if there is a call destination, checks whether there is a standby agent from a point in time before the scheduled call time (S201, S203). , S205, S207).

At this time, when there is a standby agent, the answering machine / sending device 30 connects an extension telephone to the agent (S207, S209). Next, the answering machine / sending device 30 holds the agent connection call and then makes a call to the call destination customer (S211), and after confirming the incoming call, releases the hold state of the agent call and connects the call between the customer and the agent. It may be to be (S213).

As described above is only an embodiment of the present invention, the scope of the present invention is not limited thereto, and various modifications may be made to those skilled in the art. The scope of the present invention will include all technical components interpreted as the claims described below and equivalents thereof.

As described above, according to the present invention, it is possible to improve the customer satisfaction because the call center can save the call charges incurred while waiting for the connection with the agent, and can also call the customer within the callback time promised earlier. . In particular, it is possible to prevent the call concentration and unnecessary call charges due to repetitive call retry when the call with the counselor for a long time.

Claims (22)

In the call processing method according to the incoming call of the customer, a) calculating an average waiting time of the counselor and calculating an expected call origination time for making a call to the customer based on the present time and the average waiting time when the telephone cannot be connected to the counselor; b) The end time period of the pattern section when the pattern value (the number of callable agents belonging to the pattern section or the average number of waiting agents belonging to the pattern section) exceeds 0 by determining the pattern section to which the call origination scheduled time belongs. Calculating outgoing time information based on the calculation, and if the pattern value is 0, calculating the outgoing time information by correcting the expected call origination time based on the pattern value of a next pattern section; And c) transmitting the calling time information to a customer. How to handle calls. The method of claim 1, The pattern section is set by dividing the counseling hours of counselors at predetermined intervals. How to handle calls. delete delete The method of claim 1, When the pattern value is an average number of waiting agents belonging to the pattern section, the pattern value includes at least one of a daily pattern value, a daily pattern value, a weekly pattern value, a monthly pattern value, and an annual pattern value. How to handle calls. The method of claim 1, When the call is scheduled (

)silver,

=

+

(

; Average incoming customers, c: number of agents,

: Traffic density that the call center handles,

: Load when there are n incoming customers in the call center at any point in the steady state without waiting

: Stable condition at the initial state when counselors start counseling

: Load when there are c agents T: current customer wait time) How to handle a call delete The method of claim 1, Step b), The method further includes the step of decreasing the corresponding pattern value by one when the pattern value for the pattern section to which the scheduled call origination point belongs is one or more times. How to handle calls. delete The method of claim 1, The outgoing time information is the estimated time required from the current time to the telephone connection with the agent or the estimated end time of the corresponding pattern section through the end range value of the corresponding pattern section and the current customer waiting time and difference. How to handle a call The method of claim 1, d) when a call destination customer exists, setting an agent check point on the basis of a scheduled call time derived from the call time information, and checking whether there is a standby agent at predetermined intervals from the point of time of the check of the agent; e) connecting a call between the agent and the destination customer if there is a standby agent; How to handle calls. A storage medium having recorded thereon a program for executing the method of any one of claims 1, 2, 5, 6, 8, 10, and 11. In the call processing system for the incoming call of the customer, A source database storing at least one of a source and source time information; A pattern database for storing pattern information (including pattern values for pattern sections) for the average number of waiting counselors per business hour; An exchange for conveying incoming call information; A first server receiving telephone incoming information from the exchange to connect a telephone between a counselor and a customer; When the customer wants to connect to an agent by calling the customer's phone, the exchange switches the call to the agent's side, and if the agent cannot be connected, delivers outgoing time information to the customer and automatically connects the customer and the agent at the corresponding outgoing time. Device; And When the agent fails to connect the customer with the phone, the pattern section to which the call origination point is determined is determined, and when the pattern value exceeds 0, the call time information is calculated based on the end range time of the pattern section, and the call origination point If the pattern value of the belonging pattern section is 0, a second server for calculating the call time information by correcting the scheduled call origination time based on the pattern value of the next pattern section to transmit to the customer; Call processing system. The method of claim 13, When the call is scheduled (

)silver,

=

+

(

; Average incoming customers, c: number of agents,

: Traffic density that the call center handles,

: Load when there are n incoming customers in the call center at any point in the steady state without waiting

: Stable condition at the initial state when counselors start counseling

: Load when there are c agents T: current customer wait time) Call processing system. The method of claim 13, The pattern section is set by dividing the counseling business hours of counselors at predetermined intervals Call processing system. delete The method of claim 13, The pattern value may include at least one of a daily pattern value, a daily pattern value, a weekly pattern value, a monthly pattern value, and an annual pattern value. Call processing system. delete The method of claim 13, The second server, If the pattern value inquiry frequency for the pattern section to which the call origination schedule belongs is one or more, decrease the pattern value by one. Call processing system. delete The method of claim 13, The call time information is Based on the end range value of the pattern section and the current customer wait time and difference, the estimated time required from the current point to the telephone connection with the agent or the estimated end point of the pattern section Call processing system. The method of claim 13, The second server, when there is a call destination customer, sets an agent check point based on the estimated call time derived from the call time information, and checks whether there is a standby agent at a predetermined interval from the check point of the agent. If there is a standby agent, the corresponding information is transmitted to the automatic answering / sending device so that the agent and the target customer are connected by telephone. Call processing system.

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