KR20090090785A - Method and system for supporting home based small business in ubiquitous environment - Google Patents

Abstract

A method and a system for supporting home based small business in ubiquitous environment are provided to support to process the various the small scale work type by home-based workers. A network(110) can be a wire or the wireless internet, or a public switching telephone network(PSTN), or a wireless mobile telecommunication network, or the core network integrated with the portable Internet. A central server(120) is connected to terminal and network of telecommuter. A customer consulting center(130) runs the computer like including the desk top personal computer, the notebook computer. A customer terminal(160) and mobilization staff terminal(180) are the mobile telecommunication terminal or the wired terminal. A business branches terminal(150) and a home-based worker terminal(170) are computer including the desk top personal computer, the notebook computer.

Description

Method and System for Supporting Home Based Small Business in Ubiquitous Environment}

The present invention relates to a business support method and system using Internet Protocol (IP) communication, and more particularly, to a variety of paper operations that can occur in a ubiquitous environment such as telephone consultation, online complaint reception and confirmation, emergency dispatch service support, and agent monitoring. Helping small-scale workforces be handled on a home-based in-home worker base, running businesses with low business costs and high efficiencies, helping companies secure stable workforce, improve service quality, and provide flexible work opportunities for employees. The present invention relates to a business support method and system for running a business in an environment where both users and employees can be satisfied.

In the recent ubiquitous era, there are many cases where everything is done online without paper. For example, a customer can receive online counseling on contracts, changes, and other tasks such as insurance services online by using his / her own available terminal such as a mobile communication terminal anytime, anywhere. The center handles various consultations on related services, conducts online checks and payments according to the internal processing flow, and assigns the nearest dispatcher to the site when emergency dispatch to the scene of an accident is necessary. Perform tasks such as ordering dispatch.

In addition to such insurance services, in the ubiquitous era, for example, telephone calls are made to customers at any time, for example, in the marketing of products such as Internet shopping malls, in the subscription of various service products such as mobile communication, and in the paperless operation of other service-related companies. In order to deal with consultations, complaints and handling, and emergency dispatch to the field, the employer must recruit a large number of employees and put them into work.

However, it is a heavy burden on the company's operations in terms of securing excellent staff or offices to recruit a large number of employees and to work in the company's office without a home for the paperless internal business or customer service. Gives. Therefore, it is possible to replace home-based work or customer service work without paper, which can be handled by telephone or online, with home-based work, thereby eliminating operational difficulties caused by the movement of excellent personnel or securing offices. There is a need for a business model that can handle tasks efficiently in an environment where all are satisfied.

Accordingly, the present invention is to solve the above-described problems, the object of the present invention, the environment that can satisfy both the user and the employer through the stable security of excellent manpower in the enterprise, service quality improvement, and flexible working opportunities for employees To provide a method and system for supporting a home-based small business suitable for a ubiquitous environment in which a business can operate.

In addition, another object of the present invention is to provide a home base for a variety of small work forms, such as internal business or customer service, such as online complaint reception and confirmation, emergency dispatch service support, and agent monitoring that can be handled by telephone or online in a ubiquitous environment. It is to provide a business support method and system that enables businesses to run their businesses at low business costs and high efficiency.

First, to summarize the features of the present invention, in accordance with an aspect of the present invention for achieving the object of the present invention, a method for supporting a telecommuting business, receiving a request related to the work occurring in the enterprise step; And in response to the request, notifying the terminal of the at-home worker belonging to the enterprise of the processing of the corresponding content. The tasks may include all tasks which are processed by telephone or online, regardless of the tasks within the enterprise and the customer service tasks.

The receiving of the request may include receiving a work processing request designated by a telecommuter from a terminal of a sales point that receives and processes a work with a customer, and notifying the work processing includes: And transmitting the business process request to the terminal.

After transmitting the work processing request, the terminal of the at-home worker checks whether the contents of the work processing request are error through the server of the center, and according to the confirmation result, to the terminal of the business branch via the server. Requesting reprocessing of the task or notifying the server of a confirmation mark on the contents. The business process request may include a request for confirming whether or not an error of the content processed by the sales point regarding the change of the insurance related contract handled by the insurance company and the calculation of the payment according to the change.

When receiving a call from the terminal of the customer at the sales point, the call content between the terminal of the customer and the counselor terminal of the sales point is transmitted to the server of the center until the terminal of the sales point transmits the business process request. It may further comprise the step of recording in.

The recorded call contents may be provided to be referred to through the server when the home worker's terminal checks whether the contents of the work processing request are error through the server.

Receiving the request includes receiving a telephone connection request from a customer terminal, and notifying the business process is based on a value of counting each telephone connection waiting time for a plurality of telecommuters. And transmitting the telephone connection request to the first terminal of the at-home worker having the largest value. The first terminal may be an IP telephone.

The notifying of the business processing may include: transmitting a call connection request to a terminal of a center counselor when all of the plurality of home workers are in a call, and an agent including all home workers belonging to the enterprise and all center counselors. If all are in a call, sending an automatic response message to the customer terminal and receiving call reservation information from the customer terminal.

After the step of transmitting the telephone connection request, a call is made between the first terminal and the customer terminal in order to respond to a service request of a customer, and when the call is started, recording of the call content on a server of the center; It includes.

After the start of recording, when the emergency dispatch to the site where the customer is located, the location information of the customer terminal is tracked with the support of the location-based service through the server of the center at the second terminal of the at-home worker. And designating any one of the dispatching agents within a certain distance from the location of the customer terminal, and transmitting the dispatching message to the terminal of the designated dispatching agent. The dispatcher's terminal may be a mobile communication terminal, and the dispatch message may be a text message based on a mobile communication service.

The terminal of the at-home worker is equipped with a web camera linked with a server of the center, and the server monitors the working status of the plurality of at-home workers based on an image including a face of each at-home worker transmitted through the web camera. Can be.

In addition, according to another aspect of the present invention, a method for supporting a telecommuting business is to designate a telecommuting employee belonging to the enterprise at the terminal of a sales point belonging to an enterprise and to request processing for a job processed online. The server may transmit a corresponding business process request to the designated home worker's terminal, and process the work at the designated home worker's terminal.

In addition, according to another aspect of the present invention, a method for supporting a telecommuting-based business includes transmitting a telephony request from a customer terminal and setting a waiting time for each telephony connection for a plurality of teleworkers belonging to an enterprise at a center server. The telephone connection request is transmitted to the terminal of the at-home worker having the largest value based on the counted value, and the at-home worker's terminal receiving the telephone connection request responds to the customer terminal to process the work. .

According to another aspect of the present invention, a system for supporting a home office-based business includes a center server connected to a network of a home worker belonging to an enterprise, and the center server is connected to the home office of the home worker. And a control unit for controlling to perform a task in the home office, wherein the control unit receives a request related to the task and controls a notification of the processing of the corresponding task to the terminal of the home worker in response to the request. .

The business support system may further include an online business processing unit that receives a specified business processing request from a terminal of a sales point that receives and processes a business to a customer, and transmits the business processing request to a terminal of the designated home worker. It may include.

The business support system transmits / receives a telephone connection request to a telephone used at a sales point that receives and processes a work for a customer, a telephone of a center counselor, and a telecommuter's telephone for a telephone call with an external customer terminal. It may further include an IP-PBX equipment to perform the exchange function for.

The business support system receives a telephone connection request from a customer terminal and connects the telephone to the first terminal of the telecommuter having the largest value based on a value of counting each telephone connection waiting time for a plurality of teleworkers. The apparatus may further include a collating unit for transmitting the request.

The business support system may track the location information of the customer terminal based on the location-based service when the emergency call to the site where the customer is located is determined according to the result of the call from the first terminal, and the second terminal of the home worker It may further include an emergency dispatch processing unit to notify.

The business support system may further include a message transmitter configured to transmit a dispatch message to a terminal of a designated dispatching agent when the second terminal designates any one of dispatching agents within a predetermined distance from the location of the customer terminal. have.

The second terminal may designate one of the dispatching agents within a predetermined distance from the location of the customer terminal, and transmit the dispatch message to the terminal of the dispatching agent designated by the second terminal.

The business support system may further include a monitoring unit configured to provide image data including a face of each at-home worker transmitted through a web camera mounted on the at-home worker's terminal to monitor a work situation of a plurality of at-home workers.

The business support system, when an external customer terminal, a telephone used at a sales point that accepts and processes business to a customer, a telephone of a center counselor, or a telephone of an in-home worker, makes a call to the request of the corresponding business processor. Accordingly, it may further include a recording unit for recording the call content.

According to the business support method and system according to the present invention, by efficiently supporting a home-based small business suitable for the ubiquitous environment, the user through the stable security of excellent manpower, service quality improvement, and flexible working opportunities for employees You can do business in an environment where both you and your employer are satisfied.

In addition, according to the business support method and system according to the present invention, various small-scale operations such as internal business or customer service work such as online complaint reception and confirmation, emergency dispatch service support, and agent monitoring that can be handled by telephone or online in a ubiquitous environment By supporting the type of work on a home-based home worker basis, companies can run their businesses with low business costs and high efficiency.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings and the contents described in the accompanying drawings, but the present invention is not limited or limited to the embodiments. Like reference numerals in the drawings denote like elements.

1 is a diagram illustrating a business support system 100 for telecommuting support according to an embodiment of the present invention.

1, the business support system 100 for telecommuting support according to an embodiment of the present invention includes a network 110, a center server 120, a customer service center 130, and a work support center 140. ), A sales point terminal 150, a customer terminal 160, a telecommuter terminal 170, and a dispatch agent terminal 180.

Here, the network 110 may be a wired or wireless internet, or may be a core network integrated with a wired public network (PSTN), a wireless mobile communication network, or a portable internet.

In addition, the customer terminal 160 and the dispatch agent terminal 180 may be a mobile communication terminal, such as a mobile phone or a wired terminal, such as a landline telephone, the sales office terminal 150 and the telecommuter terminal 170 is a desktop PC, notebook PC, etc. It can be a computer. In particular, the telecommuter terminal 170 may include a terminal 171 such as a computer for connection with the center server 120, a web camera 172 loaded on the terminal 171, and an IP phone 173. In addition, the center server 120 and the customer service center 130 operate a computer such as a desktop PC or a notebook PC for processing business or customer service in the enterprise, and include a mobile communication terminal, a landline phone, or an IP phone. can do.

As described above, the terminal of the center server 120, the terminal of the customer service center 130, the work support center 140, the sales branch terminal 150, the customer terminal 160, the telecommuter terminal 170, and the dispatcher For example, the terminal 180 is not limited thereto. The terminal may be any kind of wired / wireless communication device capable of using a bidirectional communication service with a counterpart through the network 110 as long as the terminal 180 has a similar function. Can be. For example, the terminal server 120 is not limited to the above examples, the customer service center 130, the work support center 140, the sales point terminal 150, the customer terminal 160, the home worker terminal. 170, and a terminal such as the dispatcher terminal 180, a cellular phone, a PCS phone (PCS phone), a synchronous / asynchronous IMT-2000, which communicates via a wireless Internet or a portable Internet. In addition to the mobile terminal such as (International Mobile Telecommunication-2000), in addition to a Palm Personal Computer (PDA), Personal Digital Assistant (PDA), Smartphone (Smart phone), WAP phone (WAP phone: Wireless application protocol phone ), All mobile and wireless communication devices in a ubiquitous environment having a user interface for communicating with a counterpart, such as a mobile play-station.

The business support system 100 according to the present invention supports the processing of various small work forms, such as internal business or customer service work, based on the home-based teleworker. In general, many companies such as insurance companies operate the center server 120 that manages the company operating data, forms, customer information, etc., and users or employees such as executives, employees, counselors, etc. in the enterprise by using their terminals (network) It connects to the center server 120 connected by 110 to process a lot of work.

For example, a company, such as an insurance company, operates a customer service center 130 for phone or online work such as telephone consultation with customers, online complaint reception and confirmation, and emergency dispatch service support for dispatch personnel. The customer service center 130 may be installed at various places in the country or around the world to access the center server 120 to process the corresponding work. The work support center 140 may request the delivery, instructions, payment, etc. of the necessary contents to the customer consultation center 130 through the center server 120, and may monitor the affiliated counselors.

Many companies today want to replace home-based work or home-based work in the customer service center 130 as described above, which can be handled by telephone or online without paper. This reduces the movement of talented workers and eliminates operational difficulties caused by securing offices, thereby improving service quality and providing employees with flexible work opportunities, enabling them to work efficiently in an environment that satisfies both users and employees. To be handled.

In order to efficiently support such a home-based small business suitable for a ubiquitous environment, in the business support system 100 according to the present invention, a task generated in the enterprise through the center server 120, for example, a company Receiving a request related to all tasks processed by telephone or online, regardless of internal tasks and customer service tasks, the center server 120 responds to the request to the terminal 170 of a home worker belonging to an enterprise. By notifying them of their work, they help them work. Herein, all work performed by telephone or online, whether it is internal business or customer service, is, for example, in the case of an insurance company, a contract or a contract change or a discontinued payment of insurance at a sales office. This may include verifying whether the calculation is accurate and requesting for reprocessing or confirming the notification, or determining whether or not the dispatcher needs the assistance by telephone consultation such as an automobile accident and informing the dispatcher.

To this end, as described in detail in the description of FIG. 3, the terminal 150 of the sales point belonging to the enterprise may designate a telecommuter belonging to the corresponding company and request the processing of the online processing. The server 120 may transmit the business process request to the terminal 170 of the designated home worker. The terminal 170 of the designated home worker who receives the request for the processing of the work may process the work.

In addition, as described in detail in the description of FIG. 4, when the client terminal 160 transmits a telephone connection request for a telephone conversation with an agent, the center server 120 may control a telephone by a computer (CTI). The call transfer request may be transmitted to the terminal 170 of the home worker having the largest value, based on a value of counting each call connection waiting time for a plurality of home workers belonging to a company using an integration technology. This is to ensure that the work is efficiently distributed to all the teleworkers evenly distributed to work at home, the terminal 170 of the telecommuter who received the telephone connection request can handle the work in response to the customer terminal 160. have.

A detailed block diagram of the center server 120 according to an embodiment of the present invention for supporting such a home office-based business is shown in FIG. 2.

Referring to FIG. 2, the center server 120 of the present invention for connection with the network 110 such as the Internet to maintain security includes a control unit 210, a customer information DB (database) 211, and an operation information DB ( 212), virtual private network (VPN) equipment 220, Internet Protocol-Private Branch Exchange (IP-PBX) equipment 230, recording 240, online business processing 250 , Call routing unit (260), automatic response service (ARS) unit 270, emergency dispatch processor 280, message transmitter 290, facsimile (300) and monitoring And a monitoring unit 310.

In this way, the center server 120 is connected to the sales point terminal 150 or the telecommuter terminal 170 and the like to process the work, through the VPN equipment 220 to maintain a relatively high security at a low cost. The sales branch terminal 150 and the telecommuter terminal 170 may communicate with the center server 120 through the network 110 such as the Internet based on a simple communication protocol such as an asynchronous digital subscriber line (ADSL), but is not limited thereto. In addition, the sales branch terminal 150 and the telecommuter terminal 170 may also use a communication service having enhanced security by VPN networking in each sales branch or home. In addition, the center server 120 is installed in the IP-PBX equipment 230 for a telephone call with the external customer terminal 160, at the sales point that accepts and processes business to the customer according to the exchange function A telephone call to be used, a telephone of a center counselor, and a telephone of an at-home worker are handled to send and receive a telephone connection request to be the destination or originator. Here, it is preferable that the telephone used at the sales office, the telephone of the center counselor, and the telephone of the teleworker are wired telephones, and in particular, may be an IP telephone for reducing communication costs, and in some cases, may be a mobile communication terminal. .

The customer information DB 211 stores and manages information about the customer generated in the operation of the company, for example, the name, social security number, contract details, contact information, paper payment, deposit, account related details, etc. in the case of an insurance company.

The operation information DB 212 is a home operation data or form used by many companies such as insurance companies, for example, customer management form, insurance contract form, employee information, telecommuter information, online business processing unit 250 with the support of the home office The work history (date, time, etc.) handled by the worker, the telephone consultation history (date, time, call time, recording, etc.) between the agent (including the sales representative, the customer service agent, and the telecommuter). ), Automatic response details and call reservation details (time, originating terminal number, etc.) when the ARS unit 270 is operated, fax transmission / reception details (date, time, etc.) during the operation of the facsimile 300, the emergency dispatcher 280 Supports store and manage emergency dispatch processing (date, time, customer terminal number, etc.) or dispatch message sending history (date, time, message contents, etc.) handled by the counselor.

When a call is made between an external customer terminal 160 and a telephone used at a sales point that receives and processes a work with a customer, a telephone of a center agent, or a telephone of an in-home worker, a recording unit is requested at the request of the corresponding business processor. The 240 may store the call contents in the operation information DB 212 as recording contents which are a part of the above-described telephone consultation history.

On the other hand, the control unit 210 is a processor that performs the overall control of each of the above components of the center server 120, the user or employee, such as executives, employees, counselors, etc. in the enterprise to process the work using their terminals In order to control the overall operation of the corporate affairs including the telecommuting based business, the information stored in the customer information DB 211 and the operation information DB 212 is controlled. In particular, in order to control the operation of the telecommuting-based business, the control unit 210 uses a telephone or a telephone service regardless of the above internal business and customer service in the telecommuter terminal 170 of the company connected to the network 110. In order to control the performance of a company classified as a home work, such as all the work that is processed online, a request related to the home work classified as described above is received and the home worker's terminal 170 responds to the request. You can control notification of business process.

More specifically, when a terminal 150 of a sales point belonging to a company designates a home worker belonging to the company and requests processing for a job that is processed online, the online work processor 250 may be a home worker as described above. Receives a specified business process request, and transmits the business process request to the terminal 170 of the designated home worker. Accordingly, the terminal 170 of the at-home worker can process the corresponding work. Here, the work to be processed online, for example, in the case of an insurance company, to check whether the contract or contract change of the insurance at the sales office or the calculation of the resulting payment is correct, the request for reprocessing or notification of the remedy Can mean.

In addition, when the customer terminal 160 transmits a call connection request for a telephone conversation with an agent, the corouting unit 260 receives a corresponding call connection request from the customer terminal 160 and applies the CTI technology to the enterprise. The call connection request may be transmitted to the telephony terminal 173 of the at-home worker having the largest value, based on a count value of each call connection waiting time for the belonging home workers. Accordingly, the at-home worker's terminal 170 receiving the corresponding telephone connection request may process the work in response to the corresponding customer terminal 160.

Here, the CTI technology is a technology for controlling and using a telephone by a computer, such as a corporate premises telephone network or a public telephone network that connects a telephone of a sales point, a telephone of a customer service center 130, a telephone of a business support center 140, and the like. Integrate voice communication network and data communication network such as Internet or Internet, connected to network 110, and interoperate with customer information DB 211 and operation information DB 212, telephone number of customer, employee or home worker Make it easy to search and call. According to CTI technology, a telephone function board (telephony board) is installed on a personal computer (PC), so that the PC can be used as a telephone, and an IP telephone can be easily connected, and in conjunction with the IP-PBX device 230 It is also possible to control the line connection of incoming and outgoing telephone connection to the inside and outside. The corouting unit 260 applies such CTI technology to distribute the work to all the home workers evenly so that the work can be efficiently performed based on the wait time of each call connection for the home workers as above. The IP-PBX device 230 transmits a call connection request, thereby allowing a line connection to the telephony terminal 173 of the at-home worker.

As such, the telephony terminal 173 of the telecommuter 173 and the customer terminal 160 are connected to the telecommuter's computer, for example, in order to handle an emergency event for an automobile accident or the like, depending on the result of the call while the telecommuter is answering the phone. Emergency dispatch to the site where the customer is located may be determined through the terminal 171. At this time, the emergency dispatch processing unit 280 may track the location information of the customer terminal 160 based on the location based service (LBS) and notify the home worker's computer terminal 171, and accordingly at home When the worker's computer terminal 171 designates any one of the dispatching agents within a certain distance from the position of the customer terminal 160, the message transmitter 290 transmits the dispatch message to the terminal 180 of the designated dispatching personnel. Can be. Of course, if it is possible to determine the location information, such as accurate location information, for example, Gangnam Station 4-distance from the customer terminal 160, location tracking according to the location-based service may be unnecessary.

Here, the customer terminal 160 may be a wired terminal or a mobile communication terminal, and in the case of a mobile communication terminal, base station information or Global Positioning (GPS) of a current location of the customer terminal 160 provided by a corresponding carrier according to a location-based service. Based on the system information, the location information of the customer terminal 160 is displayed on the Geographical Information System (GIS) map according to a predetermined application to be started in the home office computer terminal 171 as shown in FIG. 5. 171 may be displayed (eg, a flag). In addition, as shown in FIG. 5, mobile workers within a certain distance from the position of the customer terminal 160 may be displayed (for example, mobile terminal display) through the computer terminal 171 of the at-home worker according to the activation of the application. In addition, when a telecommuter identifies a receptionist, a request region, and the like, and designates any one of the agents, the message transmitter 290 includes the receptionist or request region to the terminal 180 of the designated dispatcher of the company. You can send the dispatch message. If necessary, the facsimile 300 may operate to send the dispatch message to the office of the company. In addition, the home worker computer terminal 171 may designate an dispatch agent as described above, and may directly send an dispatch message to the terminal 180 of the designated dispatch agent.

The monitoring unit 310 may provide image data including a face of each at-home worker transmitted through the web camera 172 mounted on the at-home worker's terminal 170 to monitor the work status of the at-home workers. When the monitoring unit 310 requests the image data for monitoring the working status of the center counselor or home workers from the work support center 140, the monitoring unit 310 operates to take a picture taken by the web camera 172 from the home worker's terminal 170. The video data may be received and provided to the business support center 140. Accordingly, the terminal of the work support center 140 may monitor the working status of the at-home worker or the center counselor working in front of the terminal 170 of each home worker as shown in FIG. 6.

3 and 4, the operation related to the home office support of the center server 120 will be described in more detail.

3 is a flowchart illustrating a business support method through the center server 120 for telecommuting according to an embodiment of the present invention.

Referring to FIG. 3, for example, in the case of an insurance company, a customer visits a sales office, calls a telephone, or accesses the Internet through a network 110, online, and contracts or changes of insurance or a payment accordingly. You can apply for calculation (S310). Herein, an insurance company will be described as an example, but the present invention is not limited thereto, and means a general small and medium-sized company in which a work classified as an online home work exists.

As such, when a request for receipt is received according to an application from the customer (S311), the sales office receives the corresponding contract change through the terminal 150 (S320), and calculates the contract of the insurance or the contract change or payment accordingly. Process the task and input the necessary information (S321). In the insurance company's center, for example, the customer service center 130, a process of checking whether the processing of such a sales point is correct is processed online, and in order for the telecommuter to handle it, the sales point is a terminal. A home worker is designated through 150 (S322), and the center server 120 requests a process for a job processed online as a notification of the reception result (S323).

In the case where the sales office receives the customer's contract change or the like from the customer's wired or wireless terminal by telephone, the corresponding processing request is requested from the terminal 150 of the sales branch to the center server 120 at the request of the counselor. Until the transmission of the call, the contents of the call between the customer terminal 160 and the agent phone terminal of the sales branch may be recorded through the recording unit 240 of the center server 120 (S330).

As such, when a work processing request designated by a teleworker, which is a request related to a work occurring in an enterprise, is received from a terminal of a sales point, the online work processing unit 250 of the center server 120 receives the home work received as described above. The worker updates the corresponding contract change or payment calculation history in the database 212 with respect to the designated business processing request (S340), and transmits the corresponding business processing request to the terminal 170 of the designated home worker. The business process can be notified (S341).

Accordingly, the at-home worker processes the corresponding work through the home worker's terminal 170. For example, the home worker's terminal 170 calls out the contents of the corresponding work processing request stored in the database 212. Check whether there is an error, such as the change of the contract or the payment calculation history (S350), and request the reprocessing of the corresponding work to the terminal of the corresponding sales branch via the center server 120 in accordance with the result of the check and perform the above process. It may be repeated (S351). In this case, if there is no error in the corresponding content, when the confirmation mark for the corresponding content is notified to the center server 120 (S352), the online business processing unit 250 of the center server 120 provides the database 212 with respect to the corresponding content. The confirmation notification has been updated so that the center or the manager can read the information at any time (S360). At the request of a telecommuter, such as the above-mentioned duties of a telecommuter, that is, a change in insurance-related contracts and a check of errors in the contents handled by the sales office for the calculation of the payment according to the change, 240 may be provided to the at-home worker's terminal 170 to refer to the contents of the call between the customer recorded in the database 212 and the sales representative.

When the confirmation notification is transmitted from the home worker's terminal 170 as described above, it may also be notified to the sales point terminal that received and processed the corresponding work again (S361). Accordingly, the settlement is performed according to the issue of the insurance policy or the calculation of the payment payment to the customer (S370).

As described above, an example of an online processing work of an insurance company is given, but the present invention is not limited thereto, and the online work processing of any company classified to work from home may be processed in a similar process as the above process.

4 is a flowchart illustrating a business support method through the center server 120 for telecommuting according to another embodiment of the present invention.

Referring to FIG. 4, for example, in a case of a company dealing with a car insurance related work, a customer who has been in an auto accident may receive an emergency at the site of an accident and attempt a call for handling an accident (S410). Here, the case of an insurance company that handles automobile insurance-related tasks will be described as an example, but is not limited thereto, and refers to all general small and medium-sized enterprises that classify a task for receiving and processing a call for emergency treatment as a home task.

As such, when a call connection request for a telephone call with an agent, which is a request related to a task occurring in an enterprise, is performed at the customer terminal 160 (S411), the corouting unit 260 of the center server 120 is a customer. Receiving a corresponding call connection request from the terminal 160, and not all of the plurality of home workers belonging to the company are busy (S420), the value of counting each call waiting time for the home workers by applying CTI technology. Based on the routing of the call to the home office phone terminal 173 of the largest value (S430), and transmits the call connection request to the home office phone terminal 173 to notify the processing of the work. There is (S431). Accordingly, the terminal 170 of the at-home worker who has received the corresponding telephone connection request under the control of the exchange function of the IP-PBX device 230 may process the job in response to the corresponding customer terminal 160 (S432).

If all of the telecommuters are in the above call, the center counselor may handle the task by attempting to transmit the corresponding call connection request to the terminal of the center counselor of the customer consultation center 130. In addition, when all of the agents including the telecommuters and all center counselors are busy, the ARS unit 270 of the center server 120 transmits an automatic response message to the customer terminal 160 (S421) and the customer terminal 160. By receiving the call reservation information from the) and storing the details in the database (212) (S422), it is possible to have a counselor, such as a later available teleworker to process.

In step S432, when the at-home worker's terminal 170 is connected as described above to make a call between the at-home worker's telephone terminal 173 and the customer terminal 160 in order to respond to the customer's service request, the corresponding call is started. The recording unit 240 of the center server 120 may start recording the call content and store the call in the database 212 (S433).

The telecommuter can determine the emergency dispatch to the site where the customer is located through the telecommuter's computer terminal 171 (S450) while responding to the customer's service request (S440). It can wait (S451). When the emergency dispatch to the site is determined for the emergency situation of the customer, the home office computer terminal 171 is supported by the location-based service through the emergency dispatch processing unit 280 of the center server 120, the customer terminal 160 (S460), and thus, the at-home worker grasps the reception items, the request area, and the like within a predetermined distance from the location (for example, flag display) of the customer terminal 160 as shown in FIG. One of the dispatching agents (for example, the mobile terminal display) of the one nearest to the site can be designated (S470). Accordingly, the message transmission unit 290 of the computer terminal 171 or the center server 120 of the at-home worker sends a text message based on the mobile communication service, for example, SMS (Short Message Service) to the mobile communication terminal of the designated dispatcher. A short message service), an LMS (Long Message Service), and an MMS (Multimedia Message Service) may transmit an outgoing message (S471). The dispatch message may include a receptionist or a request area received by a telecommuter, and if necessary, the dispatch message may be transmitted to the dispatch company's office through the facsimile 300.

The dispatcher who confirms this through the dispatcher's terminal 180 receiving such a message is dispatched to the scene to handle the emergency situation of the customer such as photographing, towing, hospital evacuation, and information related to the payment of insurance money according to the insurance policy, For example, contractor information, car number, etc. can be collected.

As described above, an example of the emergency dispatch service work of the insurance company is given, but the present invention is not limited thereto, and the telephone consultation service of any company categorized to work from home may be processed in a similar process as the above process. .

Working conditions of the home workers described above may be monitored through the monitoring unit 310 of the center server 120. For example, when the business support center 140 requests the image data for monitoring the working status of the center counselor or home workers, the monitoring unit 310 operates to operate the web camera 172 from the home worker's terminal 170. ) May receive the captured image data and provide it to the business support center 140. Accordingly, the terminal of the work support center 140 can monitor the working status of the at-home worker or the center counselor working in front of the terminal 170 of each home worker as shown in FIG. 6.

The functions used in the methods and systems disclosed herein may be embodied as computer readable code on a computer readable recording medium. The computer-readable recording medium includes all kinds of recording devices in which data that can be read by a computer system is stored. Examples of computer-readable recording media include ROM, RAM, CD-ROM, magnetic tape, floppy disks, optical data storage devices, hard disks, removable mass storage devices, and also carrier wave (eg, transmission over the Internet). It also includes the implementation in the form of). The computer readable recording medium can also be distributed over network coupled computer systems so that the computer readable code is stored and executed in a distributed fashion.

As described above, the present invention has been described by way of limited embodiments and drawings, but the present invention is not limited to the above embodiments, and those skilled in the art to which the present invention pertains various modifications and variations from such descriptions. This is possible. Therefore, the scope of the present invention should not be limited to the described embodiments, but should be determined not only by the claims below but also by the equivalents of the claims.

1 is a view for explaining a business support system for telecommuting support according to an embodiment of the present invention.

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

3 is a flowchart illustrating a business support method through a center server for telecommuting according to an embodiment of the present invention.

4 is a flowchart illustrating a business support method through a center server for telecommuting according to another embodiment of the present invention.

5 is a view for explaining an example of a screen displayed on the home worker terminal for emergency dispatch service support according to an embodiment of the present invention.

6 is a view for explaining an example of the agent monitoring screen of the business support center according to an embodiment of the present invention.

Claims (26)

In terms of supporting a telecommuting business, Receiving a request relating to a task occurring within the enterprise; And In response to the request, notifying a terminal of a home worker belonging to the enterprise of the processing of the corresponding content; Business support method comprising a. According to claim 1, The task, A business support method comprising all operations performed by telephone or online, regardless of internal business and customer service. The method of claim 1, wherein receiving the request comprises: Receiving a specified work processing request by a telecommuter from a terminal of a sales point that receives and processes business with a customer, Informing the business process, Transmitting the work processing request to a designated home worker terminal Business support method comprising a. According to claim 3, After the step of transmitting the business process request, The at-home worker's terminal checks whether the contents of the work processing request are in error through the server of the center, and requests reprocessing of the work to the terminal of the sales branch via the server according to a result of the check or the contents. Notifying the server of a check mark for Business support method characterized in that it further comprises. The method of claim 3, wherein the business process request, And a request for checking whether there is an error in the contents handled by the sales office regarding the change of the insurance related contract handled by the insurance company and the calculation of the payment according to the change. The method of claim 3, If the sales point receives a call from the terminal of the customer, Recording the call content between the terminal of the customer and the counselor terminal of the sales branch in the server of the center until the terminal of the sales branch transmits the business process request; Business support method characterized in that it further comprises. The method of claim 6, And the recorded call contents are provided to be referred to through the server when the at-home worker's terminal checks whether the contents of the work processing request are error through the server. The method of claim 1, wherein receiving the request comprises: Receiving a call connection request from a customer terminal; Informing the business process, Transmitting the call transfer request to a first terminal of a telecommuter having the largest value based on a count value of each call transfer waiting time for a plurality of telecommuters. Business support method comprising a. 9. The business support method according to claim 8, wherein the first terminal comprises an IP telephone. The method of claim 8, wherein the notifying the business process comprises: When all of the plurality of telecommuters are in a call, attempt to transmit the call connection request to the terminal of the center counselor, When all the home workers belonging to the company and all counselors including all center counselors are busy, transmitting an automatic response message to the customer terminal and receiving call reservation information from the customer terminal. Business support method comprising a. The method of claim 8, wherein after the step of transmitting the telephone connection request: A call is made between the first terminal and the customer terminal in order to respond to a customer's service request, and when the call is started, recording of the call is recorded on the server of the center. Business support method comprising a. The method of claim 11, wherein after the recording starts, When the emergency dispatch to the site where the customer is located, the location information of the customer terminal is tracked by the location-based service through the server of the center in the second terminal of the at-home worker, and from the location of the customer terminal Designating any one of the dispatching agents within a certain distance, and transmitting the dispatching message to the terminal of the designated dispatching agent; Business support method comprising a. The method of claim 11, wherein the dispatcher's terminal is a mobile communication terminal, and the dispatch message is a text message based on a mobile communication service. The method of claim 1, The home worker's terminal is equipped with a web camera linked with the server of the center, And the server monitors the work status of the plurality of at-home workers based on an image including a face of each at-home worker transmitted through the web camera. In terms of supporting a telecommuting business, In the terminal of the sales point belonging to the company, the telecommuter belonging to the company is designated and requests processing of the work processed online. The sensor server transmits the business process request to the terminal of the designated home worker, The business support method, characterized in that for processing the work in the terminal of the designated home worker. In terms of supporting a telecommuting business, Send a call transfer request from the customer's device, The center server transmits the call transfer request to the terminal of the telecommuter having the largest value, based on a value of counting each call transfer waiting time for a plurality of teleworkers belonging to the enterprise; And a business worker terminal receiving the telephone connection request and handling the business in response to the customer terminal. A recording medium having recorded thereon a computer readable program for performing the method of any one of claims 1 to 16. In the system supporting the telecommuting business, A center server networked with a terminal of a telecommuter belonging to the enterprise, The center server includes a control unit for controlling the home office worker to perform work in the enterprise, The control unit, Receiving a request related to the work and in response to the request, the business support system, characterized in that for controlling the notification of the work process for the content to the terminal of the at-home worker. The method of claim 18, An online business processing unit that receives a specified business processing request from a terminal of a sales point that receives and processes a business with a customer, and transmits the business processing request to a terminal of the designated home worker. Business support system further comprises. The method of claim 18, For telephone conversations with external customer terminals, it performs exchange functions for sending and receiving telephone connection requests to telephones used at sales offices that receive and process work with customers, telephones of center agents, and telephones of telecommuters. IP-PBX Equipment Business support system further comprises. The method of claim 18, Receiving a call transfer request from a customer terminal, and based on the value of counting each call waiting time for a plurality of teleworkers, the call routing to transmit the call transfer request to the first terminal of the home worker having the largest value part Business support system further comprises. The method of claim 21, When the emergency dispatch to the site where the customer is located according to the call result in the first terminal, the emergency dispatch processing unit for tracking the location information of the customer terminal based on the location-based service to notify the second terminal of the in-home worker Business support system further comprises. The method of claim 22, When the second terminal designates any one of the dispatching agents within a certain distance from the location of the customer terminal, a message transmission unit for transmitting the dispatch message to the terminal of the designated dispatching personnel Business support system further comprises. The method of claim 22, The second terminal designates any one of the dispatch personnel within a certain distance from the location of the customer terminal, and the business support system, characterized in that for sending the dispatch message to the terminal of the designated dispatch personnel. The method of claim 18, A monitoring unit for providing image data including a face of each at-home worker transmitted through a web camera mounted on the at-home worker's terminal to monitor a work situation of a plurality of at-home workers; Business support system further comprises. The method of claim 18, When a call is made between an external customer terminal, a telephone used at a sales point that receives and processes a business, a telephone of a center agent, or a telecommuter's telephone, a call is recorded at the request of the corresponding business processor. Recording Business support system further comprises.

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