KR20110070296A

KR20110070296A - System and method for callback of client call using cti and computer readable medium thereof

Info

Publication number: KR20110070296A
Application number: KR1020090127062A
Authority: KR
Inventors: 김상백
Original assignee: 중소기업은행
Priority date: 2009-12-18
Filing date: 2009-12-18
Publication date: 2011-06-24

Abstract

PURPOSE: A CTI(Computer Telephony Integration) interlinked client counseling call back system and a program recording medium for the same are provided to enable a customer call center to recognize the statistics of call request of client. CONSTITUTION: A voice announcement message for the call back of a counseling call is transmitted(306). Customer information is stored to a callback DB(308). According to the call back command or the call back schedule, a CTI(Computer Telephony Integration) server checks availability of a consultant(312). Based on the checked result of the available consultant, an automatic calling system attempts a call to a customer phone(316). If the call attempt succeeds, the stored client information is transmitted to a consultant terminal(320).

Description

System and method for callback of client call using CTI and computer readable medium

The present invention relates to a customer consultation callback method, apparatus, and a recording medium interworking with CTI, and more particularly, to efficiently respond to increasing telephone consultation in a customer call center, and to improve customer satisfaction through quality improvement of the consultation service. CTI-linked customer consultation callback system, method, and a program recording medium for executing the method.

Recently, many institutions, such as financial institutions and public institutions, operate customer call centers for the convenience of customers. When a customer call center receives a call from a customer, the customer call center provides a customer service by connecting a counselor who is currently available to answer.

However, there may be cases where all counselors are currently on the phone or are away from their desk so they cannot make a call. In this case, the customer call center's answering machine responds with the following message: "All agents are currently busy. I'll connect you later." In this case, from the customer's point of view, it is necessary to wait until the call of the counselor is possible or to make a call repeatedly until the call is connected, which may cause a great inconvenience.

In addition, the agency may not be able to clearly understand how many customers failed to talk and when a large number of customers are attempting to make a call, which may result in inefficiency due to an over or undersized number of agents.

The technical problem to be solved by the present invention is a CTI-linked customer consultation callback system, method and method for enabling a quick call with the agent while reducing the inconvenience caused by the re-call attempt to the customer requesting a consultation to the customer call sensor It is to provide a program recording medium for execution.

In addition, the technical problem to be solved by the present invention is to provide a CTI-linked customer consultation callback system, method and method for enabling an agency operating a customer call center to grasp the consultation request statistics of the customer to increase the efficiency of agent operation. It is to provide a program recording medium for execution.

In order to solve the above technical problem, the CTI interworking customer consultation callback method according to an embodiment of the present invention, when a plurality of agent telephones connected to the private telephone exchange does not receive a consultation call from the customer telephone, bidirectional Transmitting a voice announcement message for callback of the call by a voice answering machine; Storing the customer's telephone number, consultation appointment time, or customer information input to the two-way voice answering machine in a callback database; Checking, by the computer telephone integration server, a counselor telephone capable of making a call among the plurality of counselor telephones according to a callback command from an administrator terminal or a callback schedule based on the consultation appointment time of the customer; Attempting a telephone connection with the customer telephone in the automatic telephone connection system, based on a check result of the counselor telephone capable of calling; And when a call connection attempt with the customer's phone is successful, transmits the customer's phone number, a consultation reservation time, or customer information stored in the callback database to an agent terminal corresponding to the caller's phone. In addition, the private telephone exchange, characterized in that it comprises the step of connecting the call between the call counselor telephone and the customer phone.

The method may further include displaying the telephone number, the consultation reservation time, or the customer information of the customer stored in the callback database on the manager screen of the manager terminal.

The method may further include calculating callback statistics on the manager screen based on the phone number stored in the callback database, a counseling reservation time, or customer information.

The counselor terminal may output an identification mark for notifying that the customer is a callback request customer along with the telephone number of the customer, the consultation reservation time, or the customer information on the consultation service screen.

If the consultation reservation time is not received from the customer phone, the callback schedule may be adjusted according to the time sequence for requesting a callback.

If the call connection attempt with the customer phone fails, the callback scheduling may be adjusted according to the time sequence in which the callback is requested.

In addition, in order to solve the above technical problem, a computer-readable recording medium having a program recorded thereon for executing the CTI linked customer consultation callback method according to an embodiment of the present invention, a plurality of connected to the private telephone exchange If the counselor's telephone does not receive a counseling call from a customer telephone, sending a voice prompt message for callback of the counseling telephone in a two-way voice answering machine; Storing the customer's telephone number, consultation appointment time, or customer information input to the two-way voice answering machine in a callback database; Checking, by a computer telephone integration server, a counselor telephone capable of making a call among the plurality of counselor telephones according to a command from an administrator terminal or callback scheduling based on the consultation appointment time of the customer; Attempting a telephone call with the customer telephone in the automatic telephone connection system based on a check result of the agent telephone capable of making a call; And when the telephone call with the customer's phone is successfully attempted, transmits the customer's phone number, a consultation reservation time, or customer information stored in the callback database to an agent's terminal corresponding to the caller's phone. In addition, the private telephone exchange characterized in that it comprises the step of connecting the call to the counselor telephone and the customer telephone capable of the call.

According to an embodiment of the present invention, the information on the callback request of the customer is stored in the callback database and transmits the information on the callback request to the agent terminal that can make a call according to a callback command from the administrator terminal or a predetermined callback schedule and At the same time, by connecting a call with the customer's phone, it is possible to make a quick call with the counselor while reducing the inconvenience caused by the re-call attempt to the customer who requested the consultation to the customer call sensor.

In addition, according to an embodiment of the present invention, by calculating the callback statistics based on the phone number stored in the callback database, the consultation reservation time, or customer information on the manager screen, the agency operating the customer call center to It is possible to increase the efficiency of agent operation by enabling the identification of counseling request statistics.

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

1 is a diagram illustrating a CTI linked customer consultation callback system according to an embodiment of the present invention.

Referring to FIG. 1, when the CTI-linked customer consultation callback system according to an embodiment of the present invention cannot connect an agent who can immediately respond to a customer who requested a consultation to a customer call sensor, inconvenience caused by a customer's recall attempt It's a system that reduces the risks and allows you to talk to the agent as quickly as possible. This system is designed to give priority to the customer who requested the consultation if the number of customer consultations in the customer call center can not be significantly increased, and to prevent duplicate calls by calling the customer first without calling the customer again.

To this end, the CTI-linked customer consultation callback system includes a private branch exchange (PBX) 115, a computer telephony integration server (CTI) 125, and an automatic calling system (ACS) 130. , A callback database 135, an administrator terminal 140, and an Interactive Voice Response (IVR) 145.

The customer phone 105 is connected to the PBX 115 via the PSTN and / or intelligent network 110. PBX 115 connects to CTI server 125, ACS 130, callback DB 135, manager terminal 140, IVR 145, and multiple agent terminals 155, 165, 175 via dedicated network 120. do. In addition, the PBX 115 is connected to a plurality of counselor phones 150, 160, 170. Although FIG. 1 illustrates a case in which the CTI server 125 and the PBX 115 exist separately, the present invention is not limited thereto, and the CTI server 125 and the PBX 115 may be integrally formed.

The PBX 115, the CTI server 125, the ACS 130, the callback DB 135, the manager terminal 140, and the IVR 145 perform various processes in accordance with a predetermined process. Such processes may be implemented by a program stored in the elements constituting the CTI linked customer consultation callback system (ie, CTI server 125, ACS 130, etc.).

As shown in FIG. 1, when a customer makes a call to the CTI linked customer consultation callback system via the PSTN / intelligence network 110 using the customer telephone 105, an outgoing signal is input to the PBX 115. In another embodiment, the customer's outgoing signal may be connected to the IVR 145 prior to being input to the PBX 115 to respond to the customer's outgoing signal with a preset voice announcement message. The PBX 115 then connects the customer's phone to one of the plurality of counselor phones 150, 160, 170 capable of making a call. If there is no available counselor, the PBX 115 connects to the IVR 145 to proceed with the callback process.

The Interactive Voice Response (IVR) 145 may be configured when the plurality of agent phones 150, 160, 170 connected to the PBX 115 do not receive a call from the customer phone 105 (ie, the customer's call). If the call cannot be answered immediately, a voice prompt for the callback of the call is sent. For example, the IVR 145 responds with "Currently all agents are on the phone. If you leave your phone number and appointment time, I will call you." The IVR 145 then receives the customer's phone number, consultation appointment time, or customer information entered by the customer and sends it to the callback DB 135. The telephone number of the customer may be the caller's phone number as well as entered by the customer. Here, the telephone number of the customer means a contact telephone number to which the customer wants to receive a callback contact of the consultation telephone. In addition, the consultation reservation time means a time that the customer wants to receive a callback of the consultation call. In addition, the customer information may include the customer's name, social security number, address, or other reasons why the customer requests a callback.

Referring to FIG. 2A, the IVR 210 is an example of an internal configuration of the IVR 145 of FIG. 1. The controller 212 controls the operation of the IVR 145 as a whole so that the IVR 145 transmits a voice guidance message for callback of a call or receives a customer input. The message storage unit 214 stores a voice guidance message for callback of the call. The message transmitter 216 transmits a voice guidance message stored in the message storage unit 214 when the plurality of counselor phones 150, 160, 170 do not receive a consultation call from the customer phone 105. The information receiving unit 218 receives the customer's telephone number, consultation reservation time, or customer information input by the customer and transmits the received information to the callback DB 135.

Returning to FIG. 1 again, callback DB 135 stores the customer's phone number, consultation appointment time, or customer information sent from IVR 145.

The CTI server 125, in this specification, includes an operational server for processing a process according to the present invention. Depending on the embodiment, there may also be a separate operational server (not shown) for processing the process according to the present invention separately from the CTI server 125.

The CTI server 125 directly checks an agent telephone capable of making a call back among the plurality of agent telephones 150, 160, 170 according to a callback command from the manager terminal 140 or a callback schedule based on a consultation reservation time input by a customer. Or control to check in the PBX (115). For example, the manager terminal 140 monitors the callback request lists including the customer's telephone number, the consultation reservation time, or the customer information stored in the callback DB 135 by the callback manager operating the callback manager at an appropriate time. The callback command may be sent to the CTI server 125. Alternatively, the manager terminal 140 may directly transmit a callback command to the ACS 130 along with a customer's telephone number, a consultation reservation time, or customer information.

In addition, the CTI server 125 may store a callback schedule determined according to a predetermined method. Callback schedules callbacks for multiple customers, including callback priority among multiple callback request customers, processing priority when no scheduled appointment is received by the customer, and priority between the callback request customers and the first caller. It means the order of processing. The callback schedule can be applied in various ways according to the policy of the customer call center operator. For example, if the consultation reservation time is not received from the customer telephone 105, the callback schedule may be adjusted according to the time sequence for requesting the callback. Also, for example, if an attempt to make a callback telephone connection with the customer telephone 105 fails, callback scheduling may be readjusted according to the time sequence in which the callback was requested. In addition, the callback schedule can be adjusted so that the callback phone takes precedence over the call with the customer who first made the call.

The CTI server 125 may control the ACS 130 to attempt an automatic telephone connection with the customer telephone 105 based on the check result of the agent's telephone (eg, 150) available for the call.

If the callback telephone connection attempt from the ACS 130 to the customer telephone 105 is successful, the CTI server 125 calls the customer's telephone number, consultation appointment time, or customer information stored in the callback DB 135. Agent telephones (for example, 150) and customer phones (for example, 150) that are transmitted to an agent terminal (for example, 155) that corresponds to an available agent telephone (for example, 150), and that are available for calls from the PBX 115; 105) can be controlled to connect the call.

In addition, the CTI server 125 identifies the customer to indicate that the customer is a callback request customer along with the customer's telephone number, the appointment time, or the customer information on the consultation screen of the agent terminal (for example, 150) to which the callback call is connected. You can also control the display to be output.

2B is a block diagram exemplarily illustrating an internal configuration of the CTI server 125.

The callback scheduling unit 232 stores a callback schedule based on the consultation appointment time of the customer. The counselor checker 234 checks an agent phone (for example, 150) that can be talked among the plurality of counselor phones 150, 160, 170 according to the callback schedule stored in the callback scheduling unit 232. If no counselor is available for a call, the check may be performed again after a predetermined time has elapsed or according to a callback schedule. The controller 236 controls the ACS 130 to attempt a telephone connection with the customer telephone 105 based on the check result of the counselor telephone capable of making a call.

Meanwhile, the CTI server 125 may control to calculate callback statistics based on a phone number stored in the callback DB 135, a counseling reservation time, or customer information, and display the callback statistics on the manager screen of the manager terminal 140. In another embodiment, the manager terminal 140 may monitor the telephone number, the consultation reservation time, or the customer information stored in the callback DB 135 to directly calculate callback statistics and display the same on the manager screen. The callback statistics may be calculated in a number of types, such as the status of a customer's phone call requesting a callback, a customer's call or callback request time / day, a customer's region (phone number), and a customer's age. Therefore, the operator of the customer call center can pursue the efficiency of the agent operation through the manager screen.

3 is a diagram illustrating a CTI linked customer consultation callback method according to an embodiment of the present invention.

Referring to Fig. 3, in step 302, the private telephone exchange receives a consultation call from the customer telephone.

In step 304, the private telephone exchange determines whether the plurality of agent phones can receive a call from a customer phone (i.e., all agents are busy or otherwise cannot receive a call). If there is a counselor who can receive the consultation call, the private telephone exchange connects the call to the counselor. If a plurality of agent phones connected to the private telephone exchange do not receive a call from the customer phone, in step 306 the two-way voice answering machine issues a voice announcement message for callback of the call.

Next, in step 308, the customer's telephone number, consultation appointment time, or customer information input to the two-way voice answering machine is stored in the callback database. The telephone number of the customer, the consultation reservation time, or the customer information stored in the callback database may be displayed on the manager screen of the manager terminal. Meanwhile, the manager terminal may calculate and display callback statistics on the manager screen based on a phone number stored in the callback database, a consultation reservation time, or customer information.

Next, in step 310, the CTI server determines whether to receive a callback command from the manager terminal. In another embodiment, the CTI server may determine whether to receive the callback command based on the callback schedule according to the consultation appointment time of the customer.

In step 312, according to a callback command from the administrator terminal or a callback schedule based on the consultation appointment time of the customer, the CTI server controls to check or check in the PBX the agent telephones available for calling among the plurality of agent telephones.

If there is no counselor telephone available for calling, the counselor telephone may be checked repeatedly according to a predetermined time period, or the counselor telephone may be checked again according to a separate callback schedule. If there is an agent telephone that can make a call, the process proceeds to step 316 (step 314).

In step 316, the automatic telephone connection system attempts to make a telephone connection with the customer telephone under the control of the CTI.

If in step 318 an attempt to make a telephone call with the customer's phone is successful, in step 320 the CTI server calls the agent corresponding to the agent's phone capable of calling the customer's phone number, consultation appointment time, or customer information stored in the callback database. Sending to the terminal, the PBX connects the call between the agent's telephone and the customer's telephone that can be called. If a call connection attempt with the customer's phone fails, callback scheduling can be adjusted according to the time sequence in which the callback was requested.

CTI-linked customer consultation callback method according to an embodiment of the present invention can be implemented as computer-readable code on a computer-readable recording medium. Computer-readable recording media include all kinds of storage devices that store data that can be read by a computer system. Examples of computer-readable recording media include ROM, RAM, CD-ROM, magnetic tape, floppy disk, optical data storage device, and the like. 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.

So far I looked at the center of the preferred embodiment for the present invention. Those skilled in the art will appreciate that the present invention can be implemented in a modified form without departing from the essential features of the present invention. Therefore, the disclosed embodiments should be considered in descriptive sense only and not for purposes of limitation. The scope of the present invention is shown in the claims rather than the foregoing description, and all differences within the scope will be construed as being included in the present invention.

FIG. 2A is a block diagram exemplarily illustrating an internal configuration of the IVR of FIG. 1.

FIG. 2B is a block diagram illustrating an internal configuration of the CTI server of FIG. 1.

Claims

When the plurality of agent phones connected to the private telephone exchange do not receive a call from the customer phone, transmitting a voice guidance message for callback of the call by the two-way voice answering machine;

Storing the customer's telephone number, consultation appointment time, or customer information input to the two-way voice answering machine in a callback database;

Checking, by the computer telephone integration server, a counselor telephone capable of making a call among the plurality of counselor telephones according to a callback command from an administrator terminal or a callback schedule based on the consultation appointment time of the customer;

Attempting a telephone connection with the customer telephone in the automatic telephone connection system, based on a check result of the counselor telephone capable of calling; And

If the attempt to make a telephone call with the customer's phone is successful, the customer's phone number, a consultation reservation time, or customer information stored in the callback database is transmitted to an agent terminal corresponding to the caller's phone. In addition, the CTI-linked customer service callback method comprising the step of connecting a call between the call agent and the customer phone in the private telephone exchange.

The method of claim 1,

And displaying the telephone number, the consultation reservation time, or the customer information of the customer stored in the callback database on the manager screen of the manager terminal.

The method of claim 2,

And in the manager terminal, calculating callback statistics on the manager screen based on the phone number stored in the callback database, a consultation reservation time, or customer information, and displaying the callback statistics on the manager screen.

The method of claim 1,

The counselor terminal outputs an identification mark for indicating that the customer is a callback request customer together with a telephone number of the customer, a consultation reservation time, or customer information on a consultation service screen.

The method of claim 1,

And if the consultation reservation time is not received from the customer telephone, the callback schedule is adjusted according to a time sequence of requesting a callback.

The method of claim 1,

And if the call connection attempt with the customer's telephone fails, the callback scheduling is adjusted according to the time sequence in which the callback is requested.

Checking, by a computer telephone integration server, a counselor telephone capable of making a call among the plurality of counselor telephones according to a command from an administrator terminal or callback scheduling based on the consultation appointment time of the customer;

Attempting a telephone call with the customer telephone in the automatic telephone connection system based on a check result of the agent telephone capable of making a call; And

When the telephone call with the customer phone is successfully attempted, transmitting the customer's phone number, a counseling reservation time, or customer information stored in the callback database to an agent terminal corresponding to the counselor phone capable of making the call; The computer-readable recording medium having recorded thereon a program for executing a CTI-linked customer counseling callback method, comprising the steps of: connecting a call to an agent telephone and a customer telephone capable of making a call in the private telephone exchange. .