KR20010067982A - telephone consulting system - Google Patents

Abstract

PURPOSE: A central concentration type counselling system is provided to prevent a counselor from performing a mal-explanation by previously confirming a product to be bought and the home shopping company. CONSTITUTION: A concentration type counselling system comprises a CTI server(6) being connected to a plurality of local lines(2) and an internal line(4) simultaneously, a plurality of telephones being connected to the CTI server(6) and being used by each counselor and a display(10). The local lines(2) means a PSTN network being connected to a telephone office. Different numbers are embodied to the local lines(2), respectively. Thus, a client may connect to the CTI server(6) through the local lines(2) using a general voice telephone(8). The internal line(4) being connected to the CTI server(6) is constructed by connecting the telephone being installed in a call service agent company and the display(10) to the CTI server(6). The CTI server(6) makes a user confirm a telephone number of the local line(2) by connecting the corresponding local line(2) to the internal line(4). A data searching program(14) is stored in the CTI server(6) for searching data being stored in a database(12).

Description

Central Consulting System {telephone consulting system}

The present invention relates to a centralized counseling system, and more particularly, to a centralized counseling system of a new configuration in which a counselor can respond appropriately to a customer's counseling call using a CTI server.

In recent years, as the Internet and cable TV become more common, home shopping companies that deliver and sell products ordered by customers to customers are increasing rapidly.

These home shopping companies advertise their products through cable TV broadcasting or Internet homepages, and then receive customer orders or inquiries by telephone, and employ a counselor who receives and processes telephone orders or inquiries. It is common to handle a customer's counseling call by establishing a separate call center specializing in telephone counseling or specializing in telephone counseling.

On the other hand, such a home shopping company has a small number of companies that can not employ a counseling staff or operate a call center, so recently, a specialized company that acts as a function of the call center has emerged. Such a call service agency is equipped with a centralized consultation system that allows a plurality of counseling staff to respond to a customer's counseling phone call simultaneously by using a switchboard that can connect a plurality of trunk lines and an extension. The switch is provided with a trunk line port to which the trunk line connected to the telephone exchange is connected, and a plurality of extension ports to which the extension line connected to the telephone of the counselor is connected, and the customer makes a call to the telephone number of the trunk line connected to the exchange. When making a call, the exchange automatically connects the C.O.line from which the call was made to the extension line, so that the counselor can answer the customer's call.

Therefore, when each home shopping company advertises its products, it advertises the phone number of the call service agency with which it is a member, and the customer calls the call service agency to make an inquiry or order, and the call service When an agency receives an order and notifies each home shopping company of the order, the home shopping company makes the order be delivered to the customer.

In this way, the use of a call service agency can reduce the fixed cost of hiring a counselor or operating a call center on its own. The company also uses these call service agencies.

However, these call service agency companies have to consult about a wide variety of products sold by a number of member companies, do not provide guidance because the customer does not have accurate knowledge about the product inquiries, or the counselor accidentally during the consultation Often the product was confusing and misguided. In particular, when a customer calls a call service agency to purchase a product of a home shopping company, the counselor of the call service agency cannot know which home shopping company the customer wants to buy. Ask if you want to buy the company's products. Therefore, the customer is not only inconvenient to remember exactly the name or product name of the home shopping company that he wants to purchase, but also the product sold by the home shopping company or the home shopping company intuition that the customer feels that the home shopping company is small. There was a problem that could have disbelief.

On the other hand, as communication technology has been recently developed, call centers using computer telephony integration (CTI) systems are increasing. This CTI system combines the functions of data communication and voice telephony by using a CTI server connected simultaneously to communication lines such as cable lines and ADSL ISDN, and voice communication lines such as PSTN. By making it possible to use it, it is possible to implement automatic and redial functions, video conferencing data transmission and voicemail function, and automatic information provision function for a transmission signal.

Therefore, the call center as described above uses the CTI system to load the information of the customer on the monitor of the counselor when the customer makes a call, so that the counselor can consult the customer while viewing the customer's information. . At this time, the PSTN network is connected to the port of the CTI server, when the customer makes a call, the CTI server has a feature that can check the telephone number of the trunk line that the customer has called.

The present invention is to solve the above problems, the object of the present invention can not only prevent the counselor from incorrectly explain the product, but also the home shopping that sells the product or the product that the caller wants to purchase It is to provide a centralized consultation system characterized in that the company can be confirmed in advance, and appropriate response to the customer.

1 is a block diagram showing a centralized consultation system according to the present invention

<Description of the symbols for the main parts of the drawings>

2. Trunk Line 4. Extension Line

6. CTI Server 8. Phone

10. Display device 12. Database

14. Data Search Program 16. Hub

According to the present invention, a call service agency that handles an order or a consultation phone regarding a member company's products joined as a member is processed by a number of counseling staff, and when a customer makes a phone call, the CO line 2 to which the call is made is extended. In the centralized consultation system, which is connected to the line 4 and can answer customer inquiries, it is connected to a plurality of trunk lines 2 and an extension line 4 at the same time. CTI server (6) interconnecting the (4), and the telephone 8 and the display device 10 is provided to the counseling staff and connected to the extension line (4) of the CTI server (6), each The telephone number of the CO line connected to the CTI server 6 is allocated to the member company or the member company's products, and the data of the member company or member company to which the telephone number and the telephone number of the CO line is allocated are stored in the database of the CTI server 6 ( 12) and the CTI When the customer makes a call, the server 6 checks the telephone number of the national line that the customer has called and searches the database 12 to transmit information on the member company or product to which the corresponding phone number is allocated to the display device 10. When the customer makes a call to the trunk line connected to the CTI server 6, the CTI server 6 connects the trunk line that the customer calls to the extension of the counselor. Check the phone number of the corresponding CO line, and transmit the data of the member company assigned the corresponding phone number or the product of the member company to the display device 10 of the counselor, and the counselor is loaded on the monitor of the display device 10. A centralized consultation system is provided, which allows the customer to consult with the customer by phone while viewing data on the member company or its products.

Hereinafter, preferred embodiments of the present invention will be described with reference to the accompanying drawings.

Figure 1 shows a centralized consultation system according to the present invention, a plurality of counseling staff is provided in a call service agency that handles orders or consultation telephones for products of member companies subscribed as members, customers call When it comes to the telephone line (2), the telephone line is connected to the extension line (4), it is possible to respond to the customer's inquiry call is the same as the conventional centralized consultation system.

In addition, the centralized consultation system includes a plurality of CTI servers 6 simultaneously connected to a plurality of trunk lines 2 and an extension line 4, and a plurality of CTI servers 6 connected to the CTI server 6 through an extension. It consists of a telephone 8 and the display apparatus 10. The trunk line 2 connected to the CTI server 6 means a PSTN network connected to a telephone station, and each trunk line 2 is given a different telephone number, so that the customer has a trunk line using a general voice telephone 8. (2) can be connected to the CTI server (6). In addition, the extension 4 connected to the CTI server 6 connects a telephone 8 and a display device 10 installed in a call service agency to the CTI server 6. Use ISDN or ADSL to do this at the same time.

At this time, the telephone number of the trunk line connected to the CTI server 6 is allocated to each member company or member company's product. That is, each member company or member's product is given a different phone number, and when a member company advertises the product, the customer can advertise the phone number assigned to the company or the phone number assigned to the company product. You will be prompted to call for help. Further, the telephone number and data of each member company or member company to which the telephone number has been assigned are stored in the database 12 of the CTI server 6.

The CTI server 6 when the customer makes a call to the telephone number of the CO line connected to the server 6, interconnects the CO line with the extension connected to the server 6, and the counselor uses the telephone 8 connected to the extension. It is possible to make a voice call with the customer, and it is configured to check the telephone number of the C.O. line that the customer has called. The CTI server 6 is also equipped with a data retrieval program 14 for searching the data stored in the database 12. The data retrieval program 14 checks the telephone number of the C.O. line from which the customer has called when the customer calls, and searches the database 12 when the telephone number is verified, so that the member company or product to which the telephone number is allocated can be searched. By retrieving the data, the retrieved data is transmitted to the display device 10 provided to the counselor.

The display apparatus 10 uses a general PC and is configured to display data transmitted from the CTI server 6 on a monitor. In this case, the telephone 8 and the display apparatus 10 are connected to the CTI server 6 through the hub 16.

The centralized consultation system configured as described above calls the call service agency after viewing the advertisement of the home shopping company registered as a member of the call service agency, and the CTI server 6 connects the customer's phone to the counselor. At the same time, the customer checks the phone number of the phone line to which the customer makes a call, and transmits the data or product data of the member company assigned the phone number to the display device 10 of the counselor who receives the call.

Therefore, the counselor can consult the customer while looking at the data displayed on his display device 10, so that the customer can respond exactly to the customer without asking the name of the home shopping company that sells the product or product that the customer wants to purchase. There are advantages to it. In addition, since the counseling staff consults while viewing the data displayed on the display device 10, the counselor not only consults wrongly, but also responds to the customer as if the employee of the home shopping company. There is an advantage that can prevent the distrust of.

As described above, according to the present invention, a member phone or a product of a member company is given a different phone number, and by using the CTI server 6 to check the phone number of the trunk line that the customer has called, the customer calls By sending data on the member company or member company's product corresponding to the number to the agent's display device 10, not only can the counselor misrepresent the product but also the product the customer who wants to purchase In addition, it is possible to provide a centralized consultation system characterized in that the home shopping company that sells the product is confirmed in advance, so that a proper response can be made to the customer.

Claims (1)

A call service agency that handles orders or counseling calls about the products of the member companies that are registered as members is provided to a number of counseling staff. When a customer makes a call, the CO line (2) from which the call is placed is transferred to the extension line (4). In the centralized consultation system, which is capable of responding to a customer's inquiry call, it is simultaneously connected to a plurality of trunk lines 2 and an extension line 4 so that the trunk lines 2 and 4 are mutually connected. It comprises a CTI server 6 to connect, a telephone 8 and a display device 10 connected to the extension line 4 of the CTI server 6, which are paid to the counseling staff, and each member company or member company's products. The phone number of the CO line connected to the CTI server 6 is allocated, respectively, and the phone number of the CO line and the data of the member company or member company's product to which the phone number is allocated are stored in the database 12 of the CTI server 6. The CTI server 6 has a customer When a call is made, the customer checks the telephone number of the CO line that the user has called and searches the database 12 to transmit the information of the member company or product to which the corresponding telephone number is assigned to the display apparatus 10. When the customer makes a call to the trunk line connected to the CTI server 6, the CTI server 6 connects the trunk line to which the customer made a call to the extension of the counselor and the phone number of the trunk line. After confirming and transmitting the data of the member company or the member company's product to which the corresponding telephone number is assigned to the display device 10 of the counseling staff, the counselor staff relates to the product of the member company or the member company loaded on the monitor of the display apparatus 10. Centralized counseling system, characterized in that the customer can be consulted by telephone while viewing the data.