KR20090063539A

KR20090063539A - Method of accepting and allocating computer repair

Info

Publication number: KR20090063539A
Application number: KR1020070130936A
Authority: KR
Inventors: 이병승
Original assignee: 컴닥씨씨주식회사
Priority date: 2007-12-14
Filing date: 2007-12-14
Publication date: 2009-06-18

Abstract

The present invention relates to a computer repair receiving and allocating method and system, and in particular, receiving computer repair acceptance information including a caller number and a reception time from a repair reception terminal; Receiving the calling party number of the call received from the calling party number receiving terminal and storing it in a calling party number database; Storing the input computer repair acceptance information in a temporary reception database; Comparing the caller number of the receptionist database with the caller number of the caller ID database, extracting the caller number without the reception information, outputting it to the missing review terminal, and receiving additional computer repair acceptance information on the extracted caller number; Adding the input additional computer repair acceptance information to the temporary acceptance database to generate a final acceptance database; And a method for assigning a repair engineer according to a reception time from the final reception database, and transmitting the reception information to the repair engineer.

This minimizes the time it takes for a computer repair call center to take care of a computer repair, and allows for different allocations to be made depending on the relationship between the call center operator and the service repairman. This can help prevent call center operations more efficiently.

Description

METHOD OF ACCEPTING AND ALLOCATING COMPUTER REPAIR}

The present invention relates to a method and system for receiving and distributing computer repairs, and more particularly, to a computer repair call center, which minimizes the time taken to process a computer repair reception, and associates a call center operator with a service repair technician. Dividends can be divided according to the degree of relationship, and the computer repair reception and distribution method and system can be operated more efficiently by preventing the omission of repairs in advance.

After-sales service (A / S) is a service that repairs the product free or free of charge after failure by the product seller after selling the product.In the case of a computer, not only hardware problems but also software This may cause problems, and even if there is no defect in hardware, it may not work properly. Therefore, after-sales service of the computer manufacturer is actively performed. It is doing well.

In addition, the computer is a product that is inseparably related to the life of modern people in recent years, and the field is required for the promptness and accuracy above all in the after-sales service or repair.

As a result, various companies do business in the computer repair industry, but they still rely heavily on people in how to receive and distribute computer repairs at the computer repair reception center (call center) (a comprehensive concept that includes after-sales service). Even though the repair request is received, there is a problem in that it is missing or a complaint occurs from the customer due to the failure to respond quickly to the repair request.

Therefore, there is an urgent need to develop a computer repair reception and distribution method and system that prevents the omission of a computer repair request in advance and assigns a repair engineer in real time so that a quick and accurate repair operation can be performed.

In order to solve the problems of the prior art as described above, the present invention can minimize the time it takes to process the computer from the computer repair reception center, the computer repair call center, depending on the degree of relationship between the call center operator and service repair technician The purpose of the present invention is to provide a computer repair reception and distribution method and system that can make various dividends and prevent the omission of repairs in advance so that the call center can operate more efficiently.

In order to achieve the above object, the present invention

Receiving computer repair reception information including a caller number and a reception time from the repair reception terminal;

Receiving the calling party number of the call received from the calling party number receiving terminal and storing it in a calling party number database;

Storing the input computer repair acceptance information in a temporary reception database;

Comparing the caller number of the receptionist database with the caller number of the caller ID database, extracting the caller number without the reception information, outputting it to the missing review terminal, and receiving additional computer repair acceptance information on the extracted caller number;

Adding the input additional computer repair acceptance information to the temporary acceptance database to generate a final acceptance database; And,

Allocating a repair engineer according to the reception time from the final reception database, and providing a computer repair reception and distribution method comprising the step of transmitting the reception information to the repair engineer.

In addition, the present invention

A repair reception terminal for receiving computer repair reception information including a calling party number and a reception time;

A caller ID receiving terminal for receiving a caller ID of a received call;

The computer repair reception information input from the repair reception terminal is stored in a reception database, and the calling party number entered from the caller ID reception terminal is stored in a calling party number database. A reception server for comparing the calling party number and extracting a calling party number having no reception information;

A missing review terminal that outputs a caller number without the received reception information from the reception server and receives additional computer repair reception information on the extracted caller number;

Add the additional computer repair acceptance information inputted from the omission review terminal to the reception database of the reception server to generate a final reception database, allocate a repair engineer from the final reception database according to the reception time, and receive the repair engineer. A dividend server that performs a process of transmitting information; And,

Provides a computer repair reception and distribution system comprising a network connecting the repair reception terminal, caller ID reception terminal, reception server, omission review terminal, and a distribution server.

According to the computer repair reception and distribution method and system of the present invention, in the computer repair call center, it is possible to minimize the time it takes to process the computer repair reception, depending on the degree of relationship between the call center operator and the service repair engineer The dividend of the case can be varied and the call center can be operated more efficiently by preventing the omission of repairs.

The present invention described above is not limited to the above-described embodiment and the accompanying drawings, and various modifications of those skilled in the art without departing from the spirit and scope of the present invention described in the claims below. And modifications are also included within the scope of the invention.

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

The present invention relates to a computer repair acceptance and distribution method comprising the steps of receiving computer repair acceptance information including a caller number and the reception time from the repair reception terminal; Receiving the calling party number of the call received from the calling party number receiving terminal and storing it in a calling party number database; Storing the input computer repair acceptance information in a temporary reception database; Comparing the caller number of the receptionist database with the caller number of the caller ID database, extracting the caller number without the reception information, outputting it to the missing review terminal, and receiving additional computer repair acceptance information on the extracted caller number; Adding the input additional computer repair acceptance information to the temporary acceptance database to generate a final acceptance database; And allocating the repair engineer from the final reception database according to the reception time, and transmitting the reception information to the repair engineer.

Specific examples thereof are as shown in FIGS. 1 and 2. That is, as shown in Figure 1, the computer repair reception and distribution method of the present invention, first, when the repair requester makes a computer repair request to his terminal, for example, a telephone, the call center staff according to the call details Computer repair receipt information, such as the name of the repair requester, the address of the repair requester, contact information, and trouble symptoms, is entered through a repair reception terminal, for example, a personal computer. Information such as a reception time through the input is automatically added to the reception information so that computer repair reception information including a caller number and a reception time is input through the reception terminal.

In addition, the computer repair acceptance information entered in this way is stored separately in the reception database.

However, in some cases, the reception of such a repair request is made only verbally, and the input may not be made because it is missed. To prevent this, all calls to a certain number of the call center are repaired through a caller tracking service. The requester's calling party number is input through the calling party receiving terminal and stored in a separate calling party number database.

The storage in each database is not a problem even if the order is changed as shown in FIG.

Next, the step of comparing the information stored in the database (DB) and the information stored in the caller ID DB is performed. This is done through the process unit of the server, through which extracts the calling party number without the receipt information and outputs it to the missing review terminal. Through this comparison, extraction, and output, you can check the caller ID that was not received even if a call was received, and a separate worker who uses the missing review terminal calls a confirmation call for these extracted caller IDs to request computer repair. If a request is made and no input is made, additional computer repair receipt information is obtained from the caller, and additional information is input through the missing review terminal to complete the repair receipt information, and the request is made. If not, you can proceed to delete the calling party number. This operation is performed continuously until no more caller IDs occur, eliminating omissions.

When additional input information is obtained through such a missing review operation, the input additional computer repair reception information is added to the reception database to generate a final reception database. Through this, the final reception DB becomes a DB without omission.

Subsequently, the repair request received in this way shall be allocated to the repair technician operated by the call center according to the reception time, preferably the initial reception time, and received by the repair technician so that the repair engineer who receives the payment can confirm the distribution. Send the information. The allocation of the repair request to the repair engineer may be performed in the order of the distance between the repair engineer's location and the repair request computer, and preferably, the repair engineer's payout is 1) from the repair engineer's database. It is best to allocate them in order of priority, 2) agency articles, and 3) freelance registrars. Through this, the call center can induce the entry of technicians in the PC room, and can generate a profit model because it can induce the repairman to join the dealership in the call center.

In addition, as shown in FIG. 1, after the dividend and notification, a process of receiving a response according to reception of the reception information of the repairman and updating the reception database for the reception (for example, completion of notification) is further performed. Preferably, this may cause the step of transmitting the reception information to the repair engineer to send the reception information to the mobile terminal of the repair engineer by SMS (Short Message Service), and the repair engineer to the SMS. This may be done by receiving a response to and further including updating the reception database for the corresponding reception.

The present invention also provides a computer repair reception and distribution system together with the computer repair reception and distribution method, which includes a repair reception terminal for receiving computer repair reception information including a caller ID and a reception time; A caller ID receiving terminal for receiving a caller ID of a received call; The computer repair reception information input from the repair reception terminal is stored in a reception database, the caller number input from the caller ID reception terminal is stored in a calling party number database, and the caller number of the reception database and the caller of the calling party database are stored. A reception server for comparing the numbers and extracting a caller number having no reception information; A missing review terminal that outputs a caller number without the received reception information from the reception server and receives additional computer repair reception information on the extracted caller number; Add the additional computer repair acceptance information inputted from the omission review terminal to the reception database of the reception server to generate a final reception database, allocate a repair engineer from the final reception database according to the reception time, and receive the repair engineer. A dividend server that performs a process of transmitting information; And a network connecting the repair receiving terminal, the calling party number receiving terminal, the receiving server, the missing review terminal, and the dividend server.

Specific examples thereof are as shown in FIG. 2. That is, when a repair requester contacts a call center through a repair requester terminal including a telephone or a personal computer, the call center receives a caller number and a reception time as described above through the repair reception terminal. You will be asked to enter computer repair information. Through this, the server receives the reception information. Here, the caller's number becomes the telephone number when the repair requester makes a call, and the IP number when the computer is connected. Generally, the telephone number is established.

In addition, the caller ID for the repair request through a normal caller tracking service or IP tracking is obtained through a separate caller ID receiving terminal.

The reception information and the caller ID are stored in the reception server constituting each separate DB. The reception server also performs a process of comparing the reception DB and the caller ID DB to extract a caller number without the reception information as described above. The extracted caller number is output to the missing review terminal (for example, a personal computer, etc.), and the call center employee uses the caller ID (caller phone number in case of a telephone and IP caller left in case of IP). Number) to check whether the repair is requested again, and if there is a request to obtain additional information and input it through the missing review terminal.

The additional input data and the data of the reception DB are merged to complete the final reception DB at the assignment server, and based on this, the repair engineer is assigned to the repair request at the assignment server. Here, the reception server and the assignment server may be configured as separate servers as shown in FIG. 2, or may be configured by binding to one server as indicated by a dotted line in FIG. 2.

In addition, the repair engineer can be assigned in the same manner as described above, and preferably, as described above, the repair engineer payout can be allocated from the repair engineer database in 1) the technician who entered the PC room, 2) the dealer article, 3) The divider may be allocated in the order of freelance registrants with priority. In addition, in the case of having the same priority, a near-first article may be selected first, or a priority may be given to a repairman with high loyalty, or given to a repairman with high service satisfaction.

In addition, as described above, after the dividend and notification, receiving a response according to the receipt of the reception information of the repairman, and further performs a process of updating the reception database (for example, the completion of the notification) for the reception. In order to be able to do so, after the dividend and notification, receiving a response according to the reception of the receptionist of the repairman, and further performing a process of updating the reception database for the reception (for example, to complete the notification). The divider server may further perform the process. Preferably, the process of transmitting the received information to the repair engineer transmits the received information to the mobile terminal of the repair engineer by SMS, and the divider server transmits the received SMS. A program that receives a repair engineer's response to and updates the reception database for that case. A further as well it can be configured to perform this in the form of a bus.

The present invention described above is not limited to the above-described embodiments and the accompanying drawings, and various modifications and changes are possible to those skilled in the art without departing from the spirit and scope of the present invention described in the claims below. Of course it is also included within the scope of the present invention.

1 is a flowchart illustrating an embodiment of a computer repair acceptance and distribution method of the present invention.

2 is a system schematic diagram of one embodiment of a computer repair acceptance and distribution system of the present invention.

Claims

And allocating the repair engineer from the final reception database according to the reception time, and transmitting the reception information to the repair engineer.

The method of claim 1,

The repair engineer dividend is allocated from the repair engineer database in the order of priority 1) articles entered in the PC room, 2) dealer articles, 3) freelance registrants, the computer repair reception and distribution method.

The method of claim 1,

In the step of sending the reception information to the repairman, the reception information is transmitted to the mobile terminal of the repairman by SMS.

And receiving a response of the repairman for the SMS and updating the reception database for the reception case.

A caller ID receiving terminal for receiving a caller ID of a received call;

The computer repair reception information input from the repair reception terminal is stored in a reception database, the caller number input from the caller ID reception terminal is stored in a calling party number database, and the caller number of the reception database and the caller of the calling party database are stored. A reception server for comparing the numbers and extracting a caller number having no reception information;

And a network connecting the repair reception terminal, the caller ID reception terminal, the reception server, the omission review terminal, and a distribution server.

The method of claim 4, wherein

The repair engineer dividend is a computer repair reception and distribution system, characterized in that the priorities are allocated in the order of 1) articles entered in the PC room, 2) dealer articles, 3) freelance registrants.

The method of claim 4, wherein

The process of sending the reception information to the repairman sends the reception information to the mobile terminal of the repairman by SMS,

And the distribution server further performs a process of receiving a response of the repairman to the SMS and updating the reception database for the reception.