KR20040034046A - The Business Model for the Free Telephone Number Directory Service - Google Patents

Abstract

PURPOSE: A business model for a free telephone number guide call service is provided to automatically connect a user wanting to use a telephone number guide service to a desired businessman with no charge or transfer service request contents to the desired businessman. CONSTITUTION: The user connects to a telephone number guide system by using the PSTN(Public Switched Telephone Network) or mobile communication terminal(S21). In case that the user wants a free service, a telephone of the user is turned over to a free telephone number guide system(S25). The user receives the desired service from a free telephone number guider(S28).

Description

The Business Model for the Free Telephone Number Directory Service

The present invention complements the existing paid service method that charges a certain amount per call in receiving a telephone number guide service through 114 when the telephone user wants the telephone number guide of an unspecified operator belonging to a specific industry, and the customer is free of charge. As a result, the service provider will automatically connect to a specific service provider or order a service provider to provide the desired service with a specific service provider.

Until now, 114 telephone number guide service is that the user dials 114 and accesses the system of 114. Then, the voice announcement is broadcast. After that, the call center guide is connected and the name or name of the person who wants to receive the guidance. In other words, the guide finds it, inputs it, and the system automatically guides the phone number twice by voice based on the input value. In order to reduce the inconvenience of having to remember the guided phone number, the service is configured by the system that automatically connects to the guided phone number if the customer user wants.

Such a conventional method has to pay a relatively expensive fee than the normal phone charge per call, and also in the case of the service that automatically connects the phone number, the customer user has to pay additional costs. In the case of the conventional method, if the phone number received was not separately stored or not recorded, there was a situation in which a request for a phone number was required by paying a call fee again when a request later occurred.

In particular, in the case of an unspecified call that only informs the type of business without specifying a specific company or business and requires the phone number of any business or business, there are operators who are willing to pay the price for the connection with these customer users. Nevertheless, there has been an unreasonable aspect in which customer users continuously receive only paid phone number guidance services.

The present invention devised in consideration of the above-described problems is to configure a business model that can be automatically connected to the desired operators or delivered service request for free separately from the existing paid information service when using 114 telephone number guide service. It is aimed. In order to implement the service free of charge, a model that can operate the service by acquiring the same thing from the free service that used the service with the existing fee for use is required.

In the present invention, instead of being provided with the service for free by the user, the service provider who wants to be connected to the customer pays for the free service. In this way, by linking a particular operator preferentially to an unspecified call, the operator can generate more profits and charge a fee to the provider in return for profit creation. Therefore, there is a need for a model that manages operators in order to select operators, to provide high-quality services, and to improve the reliability of the free 114 telephone number guide service.

The above and other technical problems of the present invention can be achieved by the business model described in the configuration of the following invention.

1 is a conceptual diagram showing the overall configuration of a business mobile according to the present invention.

2 is a process of accessing the 114 telephone number guide system and separating the pay information service and the free information service and the process of connecting the customer's phone to the service provider or receiving the user's order information in the free information service and delivering the service to the service provider. It is a schematic drawing.

FIG. 3 is a diagram schematically illustrating a method of charging a service provider in exchange for a telephone connection with a customer or delivery of customer order information.

4 is a diagram schematically illustrating a model of a process in which a service provider performs a service, a customer user evaluates the service quality, evaluates the service quality of the service provider based on the evaluation data, and maintains the quality of the 114 free telephone number guide service.

5 is a diagram schematically illustrating how the flow of the present invention is developed by using a surrogate operation service as an example.

Figure 1 is a schematic diagram of the overall system for a free 114 telephone number guide service according to the present invention.

114 toll-free number guide service according to the present invention first consists of 114 users of the customer. First, the customer user accesses the 114 guidance system using the PSTN network (N11) or the personal portable terminal (N12) (N13). When accessing the information system, you will be asked to choose between a paid telephone number service and a toll-free number service. If a customer user requires a toll-free phone number service or is not in a free service area (such as a name guide or a phone number by specifying a specific company), the customer can call the customer You are informed of the number (N14). However, if the free phone number guidance service is available and the customer user wants a free service, the telephone of the customer user is transferred from the 114 information system to the toll free information system (N15). Then, the toll-free number operator will receive the desired service (N16).

2 is a customer connection according to the present invention through 114 and the telephone service provider of the desired service sector for free or accept the customer service request or order history instead of the customer information and the order information flows directly between the customer user and the operator This is a flow chart that outlines the process.

First, the customer user tries to access the 114 system through a telephone or a personal mobile terminal in the same manner as the existing 114 telephone number guide service (S21). At this time, access to the 114 system of the customer user covers all situations that may occur when attempting to access the existing 114 service. Once the customer user accesses the 114 system, they are informed about the type of service (S22). The guide of the service type is to inform the user of the existence of the free guide service as well as the existing paid guide service. Guidance of service type can be made in various ways. Auto-voice by the system may allow the customer user to select free and paid for the selection of the number, or the selection may be made as described by the 114 guide. When the customer user is guided by the service type by various methods, the customer user selects a paid or free service (S23). This process also covers all selection methods, such as selecting a call with a receptionist or automatic connection by operating a telephone button, as in the service type guide.

If a customer user selects a paid service or if a paid service is inevitably selected because the free service is not supported, a telephone number guide is received from the 114 guide by the existing guide method (S24). .

However, if the free telephone number guide service is available and the customer user wants to receive the service for free, it is connected to the toll free number guide system again (S25). After being connected to the toll-free number guide system, it is possible to listen to the waiting announcement as in the existing 114 phone number guide service before the connection with the guide who is in charge of the toll free number guide again (S26). If there is no idle guide, the wait is no longer connected to the guide (S27). The receptionist grasps the requirements and information of the most essential customer (S28) and based on the information obtained by sending the customer's order information to the operator or, if necessary, automatically connected with the operator (S29) will terminate the process. The method of transmitting the customer's order information to the service provider includes various methods. The CTI (Computer Telephony Integration) system can accumulate and deliver essential customer order information, and can also carry out the process in the form of competitive bidding for the simultaneous transmission of order information through a separate network. Various methods, such as information system or telephone, can be adopted for selling order information to the service provider, and this is mainly focused on the model of acquiring the customer's order information through the toll free number service agent and selling it to the service provider. Is tailored.

3 is a schematic diagram of a business model in which a toll-free number guide service according to the present invention is made and a service usage fee is charged according to the number of times of directly delivering a customer user's order information to a corresponding operator.

If the order information is transferred or a direct telephone connection is made by the mediation of the toll-free telephone number guide system with the customer user and the operator described in the above diagram (S31), the number of connection of the service is automatically increased by the system. (S32). Increased linkages are stored in linkage recovery D / B (D31) to preserve records. When a series of processes are completed, a fee is charged to the operator through various methods (S33). There are a variety of ways to charge fees. You can also use the billing method by which users and operators are charged at the same time as the connection or order information is delivered, and billing is done in a batch after a certain period of time based on the data recorded in the consolidation D / B. You can also carry out. The billing cycle can also be varied and the present invention encompasses all of these possible processes.

After charging the service provider, the process of FIG. 3 is terminated.

4 schematically illustrates a model of a method of evaluating service performance of a service provider according to the present invention and managing and evaluating service providers based thereon.

As described above with reference to FIG. 2, when the customer user's order information is delivered or directly connected to the user and the corresponding operator (S41), the operator may perform a service desired by the customer to the corresponding customer (S42). After the user is provided with the service, the user may receive an evaluation or service complaint about the service provider performing the service through various paths (S43). The evaluation of service performance by a customer user covers all the various methods such as telephone, internet and ARS. When the service evaluation of the customer user is made, the information is recorded in the user evaluation D / B (D41) and used as a basis for selecting a business or re-examination later. In addition, the accumulated information can be used as the basic data of CRM (Customer Relationship Management) as an analysis of customer behavior patterns, and can be used as basic information and knowledge that can provide various conveniences to customer users when they request services again. Can be.

When the evaluation of the service of the service provider of the customer user is accumulated, the review of the service provider is periodically performed (S44). The operator's evaluation is judged by the user's data and self standard requirements along with the data recorded in the user's evaluation D / B. The audit will examine whether or not the criteria provided by the company are not satisfied (S45). If the result of the examination does not meet the requirements, the free telephone number guide service is continuously given priority to the telephone number guide and the connection with the customer user (S46). However, if the requirement is not met, the operator in the relevant field selects a new operator through the reselection process and performs a free 114 telephone number guidance service (S47).

5 schematically illustrates a process flow that can be expected when the present invention is applied to a surrogate operation service.

First, the customer user tries to access the existing 114 telephone number guide system (E501). 114 When a contact is made with the guidance agent, the customer user requests the guidance from the unspecified company in relation to the proxy operation (E502). In the case of a surrogate driver, it is an area where telephone service can be provided free of charge. Therefore, when the 114 guide informs the customer of the area where the service can be obtained free of charge (E503), the customer's user listens to it and receives some service. It is selected whether or not (E504). If the customer user wants the existing 114 telephone number guide service, the 114 guide agent continues to perform the service as it is (E505), and when the service is finished, the process is finally terminated.

However, if the customer user wants to connect to the free service, the 114 guide agent passes the call of the customer user to the toll free information system (E506). If all the guides are busy, they will listen to the waiting announcement, and if there is an idle guide, the free phone number guide service will be connected with the customer's user (E507). The guide agent grasps the most essential items to perform the surrogate operation service such as the current location and contact information of the customer (E508) and inputs the customer information identified in the information system (E509). The customer information is shown with a message indicating that a new service request has been entered into the information system. The operators identify the information transmitted and attempt to bid competitively (E510). The bidding format can be selected in various ways and covers all possible methods such as auction bidding method, reverse auction bidding method, customer location and shortest distance business selection method. Through these various methods, the information system is finally selected by the information system in the most favorable condition (E511).

Finally, when an operator to perform a surrogate operation service is selected, the operator accumulates that it is associated with a customer user related to the surrogate operation service (E512), and records and stores it separately in the database (E513). Based on the stored data, the customer connection fee is charged to each corresponding operator by the cumulative number of months (E514), and the process is terminated.

On the other hand, the operator to perform the service will perform the surrogate operation service to the customer (E515). The customer user who receives the service later receives the service evaluation or the service complaint through the telephone or the homepage (E516). The evaluation of the customer user is recorded and stored in the user evaluation database E517 by the information system. Based on the stored information and the evaluation criteria of the surrogate operation service business, a re-examination is conducted for the businesses eligible for bidding quarterly (E518), and the suitability of the qualification requirements is evaluated (E519). If it meets the eligibility requirements, the bidding status will be continuously extended (E520). Otherwise, the business operator will no longer be eligible for bidding and will be newly granted bidding status through the re-selection process for other companies. (E521).

According to the present invention, a service provider who wants to connect to a customer user who receives the 114 telephone number guide service at the expense of the existing customer user can receive 114 telephone number guide service at no charge from the customer user side. In terms of service providers that provide phone number guidance services, they have the effect of generating greater revenue than before without any publicity.

The present invention proposes a model that connects representative operators to unspecified calls that do not know specific targets, and presents various evaluation / management models in order to select high-quality representative operators. It can play a role as a marketing point that can improve the reliability of free 114 telephone number guide service by verifying operators through continuous customer user feedback.

Simple modifications and variations of the present invention can be readily made by those skilled in the art, and all such variations or modifications are considered to be included within the scope of the present invention.

Claims (5)

Separating the 114 toll telephone number guide service and the toll-free number guide service of FIG. 2 according to the customer user's intention and the serviceable area, and the number of times of connecting the operator and the customer user of FIG. According to the charges to the operator according to the telephone number guide service method comprising the step of periodically examining and reselecting the qualification requirements of the operator based on the evaluation of the customer according to the performance of the service of the operator of each industry of FIG. . The method of claim 1, wherein the service is divided into free and paid services in the step of FIG. The method of claim 1, wherein the order information of the customer is provided when the customer number is connected to the operator in the step of FIG. The telephone number according to claim 1, wherein the telephone number guide service fee is charged by the operator in the step of FIG. 3, which charges the operator according to the number of times the operator and the user are connected by telephone. Information service method. The method according to claim 1, wherein in the step of FIG. 4, the operator is judged based on the evaluation of the customer according to the performance of the service of the service provider according to the industry type, and the process of determining the qualification of the service provider and periodically reselecting the service provider Telephone number guide service method comprising the.