KR20070039662A - Central controlling customer support method for operating inbound/outbound - Google Patents

Abstract

The present invention relates to a centralized customer support method capable of performing both inoutbound, and more specifically, to a counseling center by controlling a counseling center distributed in each region to perform both inbound and outbound through a central management system. Disclosed is a technique for efficiently operating the system. To this end, the present invention performs one of the inbound or outbound, and when one of the other inbound or outbound priority is requested, one of the agents when the agents are all in a call by checking the call state of the plurality of agents When the call is completed, it is characterized in that to perform one of the other inbound or outbound priority.

Description

CENTRAL CONTROLLING CUSTOMER SUPPORT METHOD FOR OPERATING INBOUND / OUTBOUND}

1 is an overall configuration of a centralized customer center system according to an embodiment of the present invention.

FIG. 2 is a flow chart illustrating a method of performing inbound priority when there is a priority inbound request during outbound execution of the centralized customer center system of FIG.

The present invention relates to a centralized customer support method capable of performing both inoutbound, and more specifically, to a counseling center by controlling a counseling center distributed in each region to perform both inbound and outbound through a central management system. It is a technology that can operate efficiently.

In general, banks, card companies, insurance companies, and telecommunications companies operate customer support centers for customer support and management for solution of storage management, after-sales service, and disability. These customer support centers have been operated individually from region to region, even if serviced by the same operators in each region.

In particular, the conventional customer support center is an outbound counseling center for inbound (inbound) handling incoming calls for incoming calls from customers and outbound calls (for example, calling out to customers who are in arrears and informing out arrears). By dividing the counseling center for outbound, the operation efficiency of the counseling center is low and its operating cost is consumed.

An object of the present invention for solving the above problems is, by controlling the call connection of the counselors of the counseling centers of each region in a central management system collectively, a multi-role that one agent can handle both inbound and outbound This is to improve the efficiency of the consultation center.

In order to achieve the above object, the centralized customer support method capable of performing inoutbound according to the present invention includes a first process of performing one of inbound or outbound, and one of inbound or outbound, If one of the other inbound or outbound is requested, the call state of the plurality of agents is checked to determine whether one of the agents has completed the call. First, it comprises a second process to perform.

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

1 is an overall configuration of a centralized customer center system according to an embodiment of the present invention.

The centralized customer center system of the present invention includes a central management system 100, a customer information management server 200, and a consultation center 300. At this time, it is preferable to configure a separate dedicated network between the central management system 100 and the remote consultation center 300, it is preferable that the application is based on the IPCC (internet protocol contact center).

The central management system 100 includes a customer support server 110, a customer information management network 120, and a central communication network 130.

The customer support server 110 includes an integrated DB server 109, a recording server 111, a private branch exchange (PBX) 112, a predictive dialer server (PDS) 113, and an automatic voice response unit. (IVR) Interactive Voice Response (114), Computer Telephony Integration (CTI) server 115, Configuration Management Server 116, Network Management System (NMS) 117, Gateway 118, and a plurality of L2s Switch 119.

The integrated DB server 109 statistically stores data such as waiting call of each counseling center 300, call status of counselors, counselor management status, and the like.

The recording server 111 automatically records the contents of the call between the customer and the counselor or records the recording contents at the request of the counselor. Later, the recording content of the recording server 11 can be used as a material for improving the counseling processing skill (skill) of the counselor.

A private branch exchange (PBX) 112 connects or distributes an incoming signal to a specific line, and is mainly used for local communication or for connecting a public switched telephone network (PSTN) with a local communication network.

Predictive origin server (PDS) 113 performs automatic origination through mutual control with the CTI server 115.

Automatic voice response unit (IVR) 114, in conjunction with the CTI server 115, as well as automatic voice guidance for each scenario, such as ARS when a call from the customer can be automated to handle the work without an agent.

The CTI server 115 controls a call connection with an agent for resolving various inquiries and obstacles to the telephone of the customer connected through the private branch exchange (PBX) 112. For example, the CTI server 115 controls a call to be connected to a counselor who is currently available to talk among counselors in the Honam region when a customer in the Hunan region makes a call.

The configuration management server 116 implements an update of the counseling program provided to the counselor's computer.

A plurality of L2 switch 119 is a recording server 111, private branch exchange (PBX; 112), predictive origin server (PDS; 113), automatic voice correspondence unit (IVR) 114, CTI server 115, configuration management A server 116, a network management system (NMS) 117, and a gateway 118 are respectively connected to the backbone switch 131.

The customer information management network 120 is formed between the central communication network 130 and the customer information management server 200, the plurality of hubs 121, the plurality of routers 122, and the internal network (KTIS) and the Internet network (cornet) Network) and the like.

The customer information management server 200 stores customer management information of the subscribed customer. To this end, the customer information management server 200 includes a DB server 210, and WEB server 220.

The DB server 210 stores customer management information such as resident registration number, telephone number, fee information, and arrears information of the customer. In particular, the DB server 210 may store the statistics and data by using the non-payment information of the personal information of the customer and generate a call list using the data. The WEB server 220 displays the customer management information on the computer screen of the counselor distributed with the call by the CTI server 115.

The central communication network 130 includes a backbone switch 131, an intrusion prevention system (IPS) 132 for blocking an incoming virus, an L3 (Layer 3) switch 133, and a router 134. At this time, the central communication network 130 is formed in a dual structure.

Here, the backbone switch 131 may support up to L2 / L3 / L4 (Layer2 / Layer3 / Layer4), supports an optical cable up to a speed of 10Mbps to 10Gbps (10,000Mbps), and supports various protocols. In addition, the L3 switch 133 allows the network to be used by routing when the IP band exceeds 255 (based on C class) in a LAN (internal network) environment and uses another band. In addition, the router 134 is a device of a network layer and connects a network and a network group. That is, the router 134 is used when connecting the internal network and the external network (service provider network such as KT, Dacom).

The consultation center 300 is connected to the call between the customer and the counselor under the control of the central management system 100 performs a consultation with the customer. To this end, the counseling center 300 is formed in each region, each counseling center 300 is a router 310, a regional medium switch 320, a plurality of IP phones 330, and a plurality of agent computers 340 It is provided. Here, by using a plurality of IP phones 330 of the hardware method it is preferable to ensure the stability of the call quality and to minimize the impact of the failure.

Hereinafter, referring to FIG. 2, a method of performing the inbound or outbound priority of the priority during inbound or outbound execution of the centralized customer support system will be described.

First, the customer information management server 200 generates a call list using customer information such as nonpayment information (S100). Subsequently, the customer information management server 200 transmits the call list to the central management system 100 (S101). At this time, the CTI server 115 checks whether there is a priority inbound request from the customer (S102), and if there is no priority inbound request, performs the automatic telephone call according to the call list (S103). At this time, the CTI server 115 continues to check whether there is an inbound request from the customer (S104), and if there is no inbound request, checks whether the customer is automatically connected to the phone (S105).

Subsequently, when the call is automatically connected to the customer's phone, it is determined whether the answer is a real voice or a machine tone (S106), and if the voice is real, the CTI server 115 distributes the call and selects an agent to make a call. Displays the customer information on the computer screen of the agent and connects the call with the selected agent (S107).

On the other hand, the CTI server 115 continues to check whether there is a priority inbound request during the outbound execution, and completes the outbound being performed when there is a priority inbound request (S108). That is, the present invention preferentially performs inbound over outbound when inbound and outbound are distributed to the counselor at the same time.

Thereafter, information (nonpayment information, etc.) of the customer who requested the call is read from the customer information management server 200 (S109) and displayed on the computer screen of the counselor (S110). After that, the voice call between the requested customer and the counselor is connected (S111).

Thereafter, when the consultation between the customer and the agent is completed and there are no more inbound requests, the control of the CTI server 115 displays the call list and the customer information for outbound on the agent's computer and continues to perform outbound. To help.

The present invention discloses an example in which an inbound request is performed when an inbound request is input while an agent performs outbound execution. However, the agent may perform outbound according to an outbound request during inbound execution.

As such, in the present invention, a customer center agent performs inbound and outbound in parallel with a customer, and normally checks a call state of an agent and first connects an incoming call first among inbound and outbound calls, If inbound and outbound call requests occur at the same time, it is preferable to perform inbound over outbound.

1 and 2, an embodiment corresponding to the storage management customer support center is disclosed, but the centralized customer support center of the present invention is not only the storage management, but also a customer support center for services such as after-sales service, disability, etc. Application is also possible.

As described above, the present invention is to collectively control the call connection of the agents of the counseling centers of each region in the central management system, so that a multi-role capable of one agent can handle both inbound and outbound. This improves the efficiency of the consultation center and reduces its operating costs.

In addition, a preferred embodiment of the present invention is for the purpose of illustration, those skilled in the art will be able to various modifications, changes, replacements and additions through the spirit and scope of the appended claims, such modifications and changes are the following claims It should be seen as belonging to a range.

Claims (5)

A first process of performing either inbound or outbound; And If one of the other inbound or outbound priorities is requested while performing one of the inbound or outbound, when the call status of the plurality of agents is checked and all of the agents are busy, one of the agents is completed. And a second process of performing priority of one of the other inbound or outbound of the priority first. The method of claim 1, wherein the first process comprises: A centralized customer support method capable of performing both inbound and outbound, characterized in that the inbound and outbound call requests are prioritized. The method of claim 1, wherein the outbound of the first process, Generating a call list for automatic call using the customer information of the customer; According to the call list, performing an automatic call; Determining whether the call is connected to the customer as a result of the automatic call, and determining whether the answer tone is a real voice when the call is connected; And Selecting an agent to make a call by distributing a call when the answer tone is a real voice, displaying the customer information on the computer screen of the selected agent, and connecting a call; Centralized customer support that can all be performed. The method of claim 1, further comprising: checking whether there is an inbound request from time to time during the outbound execution of the first process. The method of claim 1, wherein the second process comprises: Checking a call state of a plurality of counselors when there is a request of one of the priority inbound or outbound; Selecting one of the plurality of counselors who are available for a call as a result of the check; Completing one of inbound or outbound which was being performed by the selected counselor; And Displaying the information of the customer who requested either the inbound or the outbound on the computer screen of the selected agent, and connecting the call between the agent and the customer; How to serve Chinese customers.

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