KR20160028955A - Outbound system using call data and consultant terminal categorized - Google Patents

Abstract

The present invention relates to an outbound system using a grouped consultant terminal and call data, and more particularly, to an outbound system using a grouped consultant terminal and call data, which differentially gives priority to each group of a grouped consultant terminal according to a skill level, so that call data having a high call connection possibility is preferentially assigned to a consultant having a high skill level, thereby increasing a contract success rate and productivity. The outbound system comprises: a switchboard which connects a call to a customer terminal; one or more consulting groups which are grouped according to skill levels of one or more consultant terminals; a database which stores call data classified into one or more groups, the priority of each group, and the priority of each consultant terminal; and an outbound server which distributes the call data to the consultant terminal according to a set distribution condition.

Description

BACKGROUND OF THE INVENTION Field of the Invention < RTI ID = 0.0 > [0001] < / RTI > A grouped consulting terminal and an outbound system using call data,

The present invention relates to a grouped consulting terminal and an outbound system using call data. More specifically, the present invention relates to an outbound system using a grouped consulting terminal and call data, The present invention relates to an outbound system using call data and a grouped consulting terminal capable of increasing contract success rate and productivity by first assigning the consultant to a higher agent.

It is entering into intense competition for customer service. Also, in order to provide more convenient service and accurate resource management to customers, a variety of business operation methods and computerized systems supporting them have been introduced.

In the midst of this, the call center is the top contact route with customers. Call center operations are largely divided into INBOUND and OUTBOUND. The inbound task is a method in which a call center agent conducts the requested consultation from the customer through telephone, fax (FAX), e-mail, or the like.

Outbound business is a telemarketing operation method that calls for information provision or product sales, unlike consultation-oriented inbound business, which receives and solves customer inquiries.

The above-described outbound transaction processing is generally performed by interworking a private branch exchange and an outbound server performing outbound. Hereinafter, a conventional outbound process will be briefly described.

The outbound server reads the customer's telephone number to provide information or sell the product from the customer database, dials the customer's telephone number, generates a dual tone multi-frequency (DTMF) signal corresponding to the customer's telephone number, and provides the DTMF signal to the private exchange.

When the DTMF signal corresponding to the customer telephone number is received from the outbound server, the private branch exchange attempts to connect a call to the corresponding telephone by a predetermined exchange processing operation. Thereafter, the outbound server analyzes the frequency band of the received signal, which is generated in the telephone set through which the call connection request is made, through the private branch exchange.

If the received tone is a busy tone after analyzing the frequency band of the received tone, the outbound server hangs up the telephone, reads the next telephone number from the customer telephone database, dials the telephone number, Try it.

If the received signal is a ring back tone signal, that is, if the call is available, the outbound server waits until the customer receives a call. If the call connection with the customer can not be established within a predetermined time, the non-response processing is performed and the next telephone number is read from the customer telephone database, dialed, and the call is attempted.

If a call connection is established with the customer, the outbound server analyzes the frequency of the call tone received from the customer. As a result of frequency analysis of the call tone received from the customer, when the voice of the person is determined, the outbound server requests the private exchange to make the call connection between the customer and the agent.

However, in the conventional outbound processing, the outbound call processing server connects to the agent only when a call is made to the client terminal after the call is made through the exchange at the outbound call processing server.

Therefore, the agent can receive and confirm the customer's information immediately after being connected to the customer terminal at the exchange, so there is not much time to understand the customer's tendency, so the call is made while the customer- The talk time is very short, the productivity is not high, and there is a problem of increasing the fatigue to the counselor as it is connected to the counselor at random.

In addition, conventionally, only the availability of the current call from the server can be determined without considering the tendency of the customer (for example, the sex and age of the customer, the taste, the purchasing power) and the proficiency of the agent (e.g. contract performance and career per outbound product) There is a problem in that the agent does not have time to know the customer information and thus the agent's ability can not be exhibited to the maximum.

Korean Patent Registration No. 10-0592025 (registered on June 14, 2006) Korean Patent Registration No. 10-0735389 (registered on June 27, 2007) Korean Patent Laid-Open Publication No. 10-2005-0036121 (published on April 20, 2005) Korean Patent Laid-Open Publication No. 10-2010-0107448 (published on May 10, 2010)

SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problems, and it is an object of the present invention to provide a method and apparatus for managing call data in which priority is given to call data according to gender, age, address, And an outbound system using a grouped consulting terminal and call data that can increase contract success rate and productivity by assigning call data having a high possibility to a highly skilled agent.

The present invention includes the following embodiments in order to achieve the above object.

A preferred embodiment of the outbound system according to the present invention is characterized in that the outbound system is grouped according to the proficiency level of an exchange that calls and connects to a customer terminal and a call terminal that requests the call to the customer terminal through the exchange, The call data classified into one or more groups including customer information such as phone number and sex, age, occupation, address, area of interest, and purchasing power of the customer terminal, And the call data stored in the database in accordance with the database and the set distribution condition for storing the priority of the consulting terminal for each consulting group, To the customer terminal from the consultation terminal through the exchange And an outbound server for monitoring the result and the amount of exhaustion, wherein the call data group is assigned a priority differently by at least one of a contract success possibility and a call connection possibility by time zone, And the outbound server checks the remaining quantity of the call data group distributed from the counseling terminal for each consulting group in real time to determine the distribution quantity of the consulting terminal as a time zone And the number of distribution of the call data group of the consulting terminal is added or decreased according to the priority of the call data group and the remaining number of the consulting terminal.

According to the present invention, priorities are assigned to call data groups classified according to customer information and product information, so that call data having a high priority can be distributed as a highly skilled agent, which increases the contract success rate.

1 is a block diagram illustrating an outbound system using call data and a grouped consultation terminal according to the present invention;
FIG. 2 is a block diagram illustrating an outbound server in an outbound system using call data and a grouped consulting terminal according to the present invention. FIG.
3 is a block diagram illustrating a consulting terminal in an outbound system using call data and a grouped consulting terminal according to the present invention.
FIG. 4 is a flowchart illustrating an operation of an outbound server in a method of controlling an outbound system using call data and a grouped consulting terminal according to the present invention.
FIG. 5 is a flowchart showing a call data distribution step in a control method of an outbound system using a grouped consultation terminal and call data according to the present invention.
6 is a block diagram illustrating call data distribution steps in a method of controlling an outbound system using call data and a grouped consulting terminal according to the present invention.
FIG. 7 illustrates an example of a call data distribution table of a database in a control method of an outbound system using a grouped consultation terminal and call data according to the present invention.
8 is a flowchart illustrating a call connection step in a method of controlling an outbound system using call data and a grouped consulting terminal according to the present invention.

Hereinafter, a preferred embodiment of an outbound system using a grouped consulting terminal and call data according to the present invention will be described in detail with reference to the accompanying drawings.

1 is a block diagram illustrating an outbound system using a grouped consulting terminal and call data according to the present invention.

Referring to FIG. 1, an outbound system using a grouped consulting terminal and call data according to the present invention includes an exchange 10 that sends a telephone call to a customer terminal (not shown) through a wired / wireless telephone network, a response A recording server 30 for storing contents of communication between the server 20 and a customer terminal (not shown), and call data (Call Data A consultation terminal 71 to 73 '' for making a call to the customer terminal (not shown) through the database 50, a call data grouped by product, a database 50 for storing the priority of each call data group, An outbound server 40 for distributing call data stored in the database 50 in accordance with the priority order of the call data stored in the database 50 and the priority order of the consulting terminal; &Quot;) and call data (60) for displaying monitoring information including the amount of exhaustion; a manager (60) for interlocking with the outbound server (40) and for inputting grouping and priority of call data for each product, group division of a consulting terminal, And a terminal 80.

The exchange 10 sends a call to a customer terminal (not shown) in response to a call request of the consulting terminal 71 as an intermediary of the outbound server 40.

The recording server 30 records the conversation contents between the consultation terminal 71 and the customer terminal (not shown) according to the recording command of the consulting terminal 71 and / or the outbound server 40. [

The response server 20 stores various response messages and outputs a response message to a customer terminal (not shown) under the control of the outbound server 40. Wherein the response message is stored as a voice and a text message.

The manager terminal 80 classifies one or more counseling terminals 71 into one or more groups 70, 70 ', and 70' 'according to experience and proficiency, To the outbound server (40).

Here, the consultation terminals 71 to 73 '' are classified into one or more consultation groups 70, 70 ', and 70' 'according to the outbound product proficiency level. For example, the first consultation group 70 is composed of consultation terminals 71 to 73 in which excellent counselors of the highest grade having a career of 10 years or more are placed, and the second consultation group 70 ' The consulting terminals 71 'to 73' and the third consulting group 70 '' in which the counselors of less than 10 years are arranged are constituted of the consulting terminals 71 '' to 73 '' in which counselors of less than three years are arranged do.

At this time, the manager terminal 80 sets priority for each product according to the main product information of each of the consultation terminals 71 to 73 '' included in each of the groups 70, 70 'and 70' ', The priority value is input so that the high value call data having the high priority set as the call data including the highly contracted customer information can be distributed first.

For example, the manager terminal 80 judges that the first consultation terminal 71 of the first consultation group 70 has a high contract success rate in the commodity related to the secured loan and the second consultation of the second consultation group 70 ' If the terminal 72 'has a high contract success rate in a car insurance related product, the second consultation terminal 72' of the second consultation group 70 'may be referred to as a first consultation group 72' (70). That is, the manager terminal 80 preferably resets the groups 70, 70 ', 70' 'of the consultation terminals 71 to 73' 'for each product.

The manager terminal 80 also stores customer information including the customer's sex, age, address, occupation and area of interest (for example, housing, securities, medical, automobile) , The call data including the customer information of the same job type or the same area is set as the same group, and the priority of each call data group is inputted for each product.

In addition, the manager terminal 80 may suspend the outbound processing due to the emergency call data generated during the work rather than the previously distributed call data, or the failure of one or more of the counseling terminals 71 or the personal circumstances of the agent It is possible to dispense emergency calls to the consultation terminal 71 having a margin in the case where it is possible to change the priority of the call terminal and call data during the work.

In addition, the manager terminal 80 can receive the monitoring information and the cumulative statistical value from the outbound server 40, and can check the performance of each consulting terminal 71 and the number of outgoing calls or the number of call connections per corresponding product.

The consulting terminals 71 to 73 " (hereinafter referred to as counseling terminal 71, for example) are configured such that after a set waiting time has elapsed and a call connection with the customer terminal proceeds, If a call is not made with the customer terminal, the call is automatically connected to the next customer terminal.

Preferably, the wait time is set from when the customer information is output from the outbound server 40 to when the call is started to the customer terminal.

Further, more preferably, the consulting terminal can request the outbound server 40 or the exchange 10 to make a call with the client terminal by a selection within the waiting time. The detailed configuration of the consultation terminal 71 will be described later with reference to Fig.

The outbound server 40 is connected to the groups 70 and 70 classified according to the priority of the call data for each group classified according to the time period, the age, gender, workplace, and address of the customer, and the proficiency level of the consulting terminal 71 ', And 70' ', and sets a waiting time for each consulting terminal and / or consulting group to control the call to the customer terminal.

Also, when the outbound server 40 receives a call request by selecting the consultation terminal within the waiting time, the outbound server 40 controls the call by controlling the exchange 10 or if there is no outgoing request of the consultation terminal within the waiting time And controls the switching center 10 to automatically transmit to the customer terminal.

This feature makes it possible for the agent to have time to know the customer information, and at the same time, it can increase the productivity of the agent by automatically dispatching after the set time. In case of the important customer or important commodity, It is possible to conceive a counseling strategy with the counselor so that the counselor's ability can be maximized.

In addition, the outbound server 40 distributes the call data to groups of the consulting terminals 70 to 70 '' according to the priorities of the call data. At this time, the priority of the consultation terminals 70 to 70 '' is set according to the proficiency level. Therefore, the outbound server 40 distributes the call data in consideration of the priority of the call data and the priority of the consulting terminal. In addition, the outbound server 40 may reallocate and prioritize the call data in accordance with product information and customer information by time zone.

For example, the outbound server 40 sets call data including a full-time housewife having a high possibility of a call connection at the morning time as the highest priority, differentially distributes it by priority order for each consulting terminal, It is possible to reset the call data including the call data to the highest priority and to differentially distribute the call data according to the priority order of each consulting terminal.

If the target product to be introduced is a product necessary for the child, the outbound server 40 sets the call data including the customer information, which is the married woman with the child, as the highest priority call data, It is desirable to reset and prioritize the time zones in consideration of whether they are full-time housewives, working women, or individual businesses.

That is, the outbound server 40 can reallocate and distribute the distribution priority of the group of call data according to the customer information and the product information by time zone. In addition, the outbound server 40 may reset the priorities of the consultation groups 70 to 70 '' in real time according to customer information, product information, and / or call data.

In addition, the outbound server 40 transmits call history information to a customer terminal (not shown) and intermediates of the exchange 10, the recording server 30, the response server 20, the consultation terminal 71, 71) in real time. Also, the outbound server 40 provides the real-time monitoring information to the manager terminal 80, and controls the integrated display 60 to output the real-time monitoring information.

For example, the outbound server 40 may classify call data of a first grade having a high possibility of contract success in the call data classified by the manager terminal 80 into a first consultation group 70 classified as a first consultation group 70, (71 to 73). At this time, the outbound server 40 may restrict the distribution numbers for each group of call data according to priority order for each of the consultation terminals 71 to 73 '' and / or the groups 70, 70 ', and 70' ' .

Also, the outbound server 40 stores call history information of a customer terminal (not shown) in the database 50 and distributes the call history information to the counseling terminal 71 previously responded to.

Further, the outbound server 40 mediates the consultation terminal 71 with the exchange 10, the response server 20 and the recording server 30, and stores the log-in number of the consultation terminal 71, The state information such as the post-processing, post-processing, and the positional shift and the calling result of the consulting terminal 71 are checked and accumulated in real time to calculate the cumulative statistical value. The outbound server 40 controls the integrated display 60 and the manager terminal 80 to output accumulated statistics.

The outbound server 40 also transmits the number of calls (for example, incoming calls) received from the customer through the response server 20, the contents thereof (for example, a simple inquiry, a consultation request, a callback) And outputs it through the integrated display 60. The detailed configuration of the outbound server 40 will be described later with reference to FIG. 2 attached hereto.

2 is a block diagram illustrating an outbound server of an outbound system using call data and a grouped consulting terminal according to the present invention.

2, the outbound server 40 includes a search unit 41 for searching for call data and customer information stored in the database 50, a classifying unit 42 for classifying call data classified by the manager terminal 80, A setting registration unit 42 for setting and registering the groups 70, 70 'and 70' 'of the consultation terminal 71, and a statistical value monitoring unit for monitoring and accumulating the status information and the calling result of the consultation terminal 71 in real time An exchange connection unit 44 for intermediating the consultation terminal 71, the recording server 30, the exchange 10 and the response server 20, and the call data to the respective consultation terminals 71 A server communication unit 46 for communicating with the consultation terminal 71, the exchange 10 and the manager terminal 80, and a terminal interlocking unit (not shown) interlocked with each consultation terminal 71 48 for providing the real-time monitoring information in cooperation with the manager terminal 80 and receiving the management control signal of the manager terminal 80 A manager interlocking unit 49 and a server control unit 47 for controlling each configuration.

The retrieval unit 41 retrieves the call history information, the call data, the customer information, and the information of the consultation terminal 71 stored in the database 50 under the control of the server control unit 47, .

Here, the information of the consultation terminal 71 includes login information including personal information of the upper circle, IP address of the consultation terminal 71, ID, login and logout time of the corresponding ID, and information such as name, proficiency, And performance information such as contract success rate.

The call history information includes call history (date and time, related goods) of a customer terminal (not shown). The call history information may be assigned to the consulting terminal 71 of the consultant who has previously consulted inbound or outbound of the corresponding customer terminal (not shown).

The call data may include at least one of a telephone number of the customer terminal (not shown), an address of a customer, a name, an age range, a gender, an area of interest (for example, car insurance, cancer insurance, loan, real estate, ).

The setting registration unit 42 registers the priority of the call data received by the manager terminal 80 and the group and the group of the call data received from the manager terminal 80 and the group 70, 70 ', 70' Respectively.

Also, the setting registration unit 42 can set, for example, a group of call data set with the highest priority in the insurance product to a lower priority than the insurance product in the loan product. This is because there is a difference in the possibility of contract by product according to the area of interest or characteristics of the customer, the age and sex, the presence or absence of work, and the available time. The call data group and the priority setting information for each group of the setting register 42 are stored in the database 50 under the control of the server control unit 47. [

In addition, the setting registration unit 42 can set and register the waiting time for the consultation terminal 71 and / or the consulting group 70, 70 ', 70' '. The consultation terminal 71 can automatically make a call when the customer information is received after the calling of the customer terminal or after the set waiting time elapses after the output of the customer information, or can request the calling by selecting the consulting terminal within the waiting time.

The setting register 42 may be configured to selectively set the waiting time according to the priority of each consulting terminal group or the consulting terminal, or may be differentially set according to the priority of each call data group.

The monitoring unit 43 monitors the status of the consultation terminal 71 under the control of the server control unit 47 and includes status information including termination, wait, wait, post-processing, The real-time monitoring information, and the accumulated statistical value accumulated in the real-time monitoring information are calculated and applied to the server control unit 47. The server control unit 47 outputs the real time monitoring information through the integrated display 60 and controls the manager terminal 80 to transmit the real time monitoring information and the accumulated statistic value.

The real-time monitoring information includes real-time information on the outbound progress status of the set goods such as the number of outgoing attempts of the entire counseling group 70, 70 ', 70' ', the completion rate and the number of the counseling terminal 71 logged in, The number of calls (no answer, no answer, fax, number of connections) to the terminal (not shown), the talk time between the consultation terminal 71 and the customer terminal (not shown) State information (standby, outgoing, busy, resting, post-processing, seat movement) of each of the consultation terminals 71, 70, 70 ', 70' And telephone line status information of the exchange 10.

The line status information between the consultation terminal 71 and the exchange 10 is information obtained by checking the connection status between each consultation terminal 71 and the exchange 10 through the exchange connection unit 44. [ For example, the monitoring unit 43 may monitor whether the talking terminal 43 is in a communication state with the customer terminal (not shown) through the exchange 10, or is in a waiting state before the call termination, Check.

The phone line status information is information for checking whether the monitoring unit 43 is making a call at the switching center 10, preparing to make a call, or being connected.

The cumulative statistic value of the monitoring unit 43 may be calculated based on the total number of outgoing calls, the number of connections, the number of abandons, the number of non-answers of the customer terminal (not shown), the busy status of the customer terminal Statistics on the calling result such as the error of the telephone number included, cumulative statistics on the number of contract successes per product, statistics on the calling result of each class, and detailed statistics on individual call performance of the consultant terminal 71 The number of successful calls, the amount of call data exhausted per hour, the average talk time, and the post-processing time per call data), and the talk time of each consultation terminal 71.

The exchange connection unit 44 mediates the call signal of the consultation terminal 71 to the exchange 10 and transmits the contents of the conversation between the customer terminal (not shown) and the consultation terminal 71 to the recording server 30). That is, the exchange connection unit 44 intermediates the consultation terminal 71, the recording server 30, the response server 20, and the exchange 10.

The distribution unit 45 sets the distribution quantity for each call data group stored in the database 50 in each consultation terminal 71 according to the distribution condition set under the control of the server control unit 47, (47). At this time, the call data is distributed according to the distribution conditions set in consideration of the priority of the consulting groups 70, 70 ', 70' ', the customer information belonging to the call data group having the high priority as described above.

In addition, the distribution condition is reset according to the date and time according to the customer information and the product information under the control of the server control unit 47, and in order to improve the productivity and proficiency of the agent, consultation terminals 71 'to 73 '') Can partially distribute call data having a high priority. This is one of various applications that can be implemented according to the business strategy of the business operator or designer.

The server communication unit 46 communicates with the manager terminal 80, the consultation terminal 71, the recording server 30, the response server 20 and the integrated display 60 under the control of the server control unit 47 .

The terminal interlocking unit 48 interlocks with the consulting terminal 71 to confirm log-in and / or logout and displays the customer information displayed on the terminal display 714 (see FIG. 3) of the consultation terminal 71 And confirms the contents of the request. In addition, the terminal interworking unit 48 mediates real-time chatting between the consulting terminals 71 and transmission / reception of files so that information can be shared between the urgent business delivery and the consulting terminal 71.

Also, the terminal interlocking unit 48 receives the post-processing information of the consultation terminal 71, obtains the success or failure of the contract with the customer terminal (not shown) and the call history information, and transmits the result to the server control unit 47 .

The manager interlocking unit 49 transmits real-time monitoring information of the monitoring unit 43 in cooperation with the manager terminal 80 and receives the management control signal of the manager terminal 80 and applies the management control signal to the control unit.

The server control unit 47 receives the priority of the call data group and group from the manager terminal 80 and the groups 70, 70 ', 70' 'and priority information of the consultation terminal 71, Registers the priority of each group and group of call data and the group 70, 70 ', 70' 'of the consultant terminal 71 and the priority of each group by controlling the setting register 42, Or the distribution condition including the waiting time and the distribution quantity for each consulting terminal is set differently and stored in the database 50. [

The server control unit 47 also controls the distribution unit 45 to distribute the call data stored in the database 50 according to the distribution condition of each consultation terminal. The distribution condition is set according to the priority order of each consultation terminal, and the number of distribution by one or more call data groups is set. More preferably, each of the consultation terminals 71 is set to infinitely distribute call data belonging to a call data group set in a low priority order when exhausting the set quantity.

The server control unit 47 controls the monitoring unit 43 to output real-time monitoring information to the integrated display 60 and controls the manager interlock unit 49 to transmit the real-time monitoring information to the manager terminal 80 .

The server control unit 47 controls the terminal interlocking unit 48 to control the transmission and reception of messages and files between the consultation terminals 71 and transmits the messages and files to the consultation terminal 71 via the exchange connection unit 44. [ The exchange server 10, the response server 20, and the recording server 30. [

The server control unit 47 stores the voice file storing the contents of the conversation stored in the recording server 30 in the database 50 via the server communication unit 46 and controls the server communication unit 46 And transmits it to the consultation terminal 71 and the manager terminal 80.

Also, the server control unit 47 deletes, modifies or newly registers the voice message stored in the response server 20 via the exchange connection unit 44. The modification, deletion and registration of the voice message of the response server 20 are executed by the management control signal of the manager terminal 80 as described above.

3 is a block diagram illustrating a consulting terminal in an outbound system using call data and a grouped consulting terminal according to the present invention.

3, the consultation terminal 71 includes a log information recording unit 711 for storing log information, an input unit 712 for outputting an input signal of an agent, and a server communication unit 46, A terminal communication unit 713 for communicating with the response server 20 and the recording server 30, a terminal display 714 for outputting the customer information received from the outbound server 40, And a communication unit 716 for transmitting / receiving a voice signal to / from a customer terminal (not shown).

Under the control of the terminal control unit 715, the log information recording unit 711 automatically saves the information output to the terminal display 714 of the consultation terminal 71 and the document being input in real time, And records and stores log information.

For example, the consultation terminal 71 sets a time for inputting the post-processing information after the call is terminated, and the log information recording unit 711 records the document inputted during the post- And records the log information as a file.

The input unit 712 includes an input module 712a for outputting an input signal of the agent and a request sending module 712b for requesting an origination according to a selection signal input from the input module 712a after outputting the customer information .

The input module 712a applies an input signal inputted from a keyboard to the terminal control unit 715 and a selection command for selecting whether to connect or not when a call is connected to a customer terminal (not shown) from the switchboard 10 , The calling selection signal is immediately applied within the waiting time.

After the client information is output to the terminal display 714, the request sending module 712b requests the exchange 10 to send a request when a request origination selection signal is received from the input module 712a do. That is, the outgoing server 40 requests an outgoing call within a waiting time set by the outbound server 40 by selecting an agent.

The terminal display 714 outputs a tool (TOOL) for selecting and inputting the customer information and the status information of the consulting terminal 71 under the control of the server control unit 47. Here, the customer information is received from the outbound server 40 and output to the terminal display 714.

The terminal control unit 715 transmits the input signal of the input unit 712 to the exchange 10 and the server communication unit 46 and the response server 20 and the recording server 30 via the terminal communication unit 713 do. Here, the terminal control unit 715 counts the input time of the set after-processing information when the communication with the customer terminal (not shown) is completed through the terminal communication unit 713. When the set post-processing time has elapsed, the terminal control unit 715 controls the terminal display 714 to forcibly terminate the currently output customer information, and then transmits the next call data and the call data distributed from the outbound server 40 And controls to output information.

Here, the terminal control unit 715 controls the log information recording unit 711 at the same time that the information output to the terminal display 714 or the input document is forcibly terminated after the lapse of the post-processing information time, . If the agent is forcibly terminated in a state in which the input of the post-processing information is not completed during the post-processing information input time set by the agent, the agent is stored as a file so as to retrieve and complete the processing information after the forced termination.

The terminal control unit 715 also operates the request sending module 712b to transmit the call origination signal to the switch 10 when the call origination selection signal is applied in the input module 712a within the waiting time set by the outbound server 40, And controls the communication unit 716 to transmit and receive a voice signal with the customer terminal.

The communication unit 716 is provided with a microphone and a speaker as a communication device of the agent, so as to listen to a calling signal of the exchange 10, receive a voice signal of a customer terminal (not shown), and transmit a voice signal of the agent.

The present invention includes the above-described configuration. Hereinafter, a method of controlling an outbound system using a grouped consulting terminal and call data, which is achieved through the above configuration, will be described in detail with reference to the attached flowchart.

4 is a flowchart illustrating an operation of an outbound server in a method of controlling an outbound system using call data and a grouped consulting terminal according to the present invention.

4, the step of operating the outbound server 40 may include a step of determining a priority level of one or more groups 70, 70 ', 70' 'classified according to proficiency level of the consultation terminal 71, A data distribution step S200 for distributing the priority data to the consulting terminal in accordance with the priority order of the call data groups; and the data distribution step S200, And a monitoring step S400 of monitoring and storing the outbound process of the consultation terminal after the call connection step.

The priority setting step S100 may include setting priority information of the group 70, 70 ', 70' 'of the consultant terminal 71 received from the manager terminal 80 in the outbound server 40, And registering and storing priority information for each group of call data in the database 50.

Herein, the manager terminal 80 manages a group 70 of one or more consultation terminals 71 configured as one or more consultation terminals 71 according to the proficiency level of each consultation terminal 71 (for example, career or contract success rate for each product) 70 ', and 70' 'and group-specific priority information to the outbound server 40.

Preferably, the consulting group 70, 70 ', 70' 'is arranged for each outbound subject merchandise (for example, insurance, finance, product sales) Can be set differently.

In addition, in the priority setting step S100, the server control unit 47 controls the setting registration unit 42 to differentially set the waiting time in consideration of the priority order of the consultation terminal 71, , 70 ', 70' ', or the group of call data distributed to each of the consulting terminals 71 to 73' 'according to the priority of each call data group.

For example, as shown in FIG. 6, if the priority order of the call data of the A group is highest among the call data of the A group to the C group and the call data of the C group is the lowest priority, The server 40 distributes the call data of the A group much more than the call data of the B group to the first consultation group 70 having the highest priority and distributes the call data of the A group and the B group and the C The call data of the group is distributed at a ratio of 3: 6: 1 or 2: 6: 2, and only the call data of the C group is distributed without distributing the call data of the A group and the B group to the third consulting group 70 " .

More preferably, the call data of the C group having a lower priority than the call data group is set to A (= 1) in the condition of distribution of the consultation terminal having a higher priority (for example, the first consultation group and the second consultation group) It is desirable that the call data of the group and the group B are set to infinite distribution when the quantity of the call data is exhausted.

For example, the first consultation group 70 'in which the call data of the group A and the group B are preferentially distributed has a lower priority when the call data of the group A and the group B set as the distribution condition are exhausted The call data of group C is distributed indefinitely until the end of work.

In addition, it is preferable that the distribution condition is set differently according to product and / or customer information by time zone or is reset in real time. For example, in the case of infant products, the dispensing condition is set such that a full housewife is distributed in the first order in the morning, so that the call data including a full-time housewife is exhausted, and the lunch time is set by a woman or a business person It is preferable to reset the priority of the call data included in the call data to high and exhaust the call data including the married man in the afternoon or evening.

In addition, the distribution condition can be changed in real time according to the amount of exhaustion of each call data or the time zone.

The data distribution step S200 distributes call data having a high priority to the consultation terminals having higher priority in each consultation group according to the priority order of each call data group according to the distribution condition set by the outbound server 40 . The data distribution step will be described in detail with reference to FIGS. 5 to 7. FIG.

FIG. 5 is a flowchart illustrating a call data distribution step in a method of controlling an outbound system using a grouped consulting terminal and call data according to the present invention. FIG. 6 is a flowchart illustrating an outbound system FIG. 7 is a diagram showing an example of the caller allocation in the control method of the outbound system using the grouped consulting terminal and the call data according to the present invention in the control method of the system.

5 to 7, the data distribution step S200 includes a consulting terminal search step S210 for searching the outbound server 40 for a consulting terminal 71 requiring call data distribution, A call data assignment and setting quantity confirmation step (S220) for confirming a call data allocation and priority order of the consultant terminal 71 retrieved in the inquiry terminal (71) search step (S210) and a distribution condition according to the set quantity, A distribution determination step S230 for determining whether the consultant terminal 71 can process the call data group by comparing the remaining quantity with the set quantity according to the distribution condition of the consultation terminal 71 in the quantity confirmation step S220, A call data searching step S240 for searching for call data stored in the database 50 when it is determined that the call data can be distributed to the customer data providing step S230 and the distribution determining step S230, (S250) of transmitting the customer information to the consultation terminal (71) and calculating and storing the exhaustion amount and the remaining amount in the set quantity set as the distribution condition of the consultation terminal (71) after the customer information transmission step (S250) (S260). ≪ / RTI >

In the consultation terminal search step S210, the server control unit 47 searches for a consultation terminal in a talkable state among the consultation groups. The server control unit 47 confirms the talking terminal 71 which is in a state of being in a callable state or in a state of being in a callable state, At this time, the consultation terminal 71 is any one of the consultation terminals 71 requiring call data distribution.

In step S220, the server control unit 47 confirms the set number of the call data assigned to the consultation terminal and the priority of the call data. This step is described with reference to FIG. 7 do.

7 is a diagram illustrating an example of a call data distribution table of a database in the method of controlling an outbound system using call data and a grouped consulting terminal according to the present invention.

Referring to FIG. 7, the first consultation group 70 is configured such that the call data of group A is 40, the call data of group B is 20, and the call data of group C is infinite Respectively. The second consultation group is set so that the call data of the A group is set to 20, the call data of the B group is set to 40, and the call data of the C group is distributed to infinity, as described in the setting amount column 102, The call data of the A group and the B group are not distributed and only the call data of the C group is infinitely distributed as described in the quantity column (103).

Under the control of the server control unit 47, the monitoring unit 43 monitors the numbers of the call data per group set in each of the consultation groups 70 to 70 '' and the number of the used call data in the database 50 Cumulatively recorded in the exhausted quantity terms 101 ', 102', and 103 ', respectively.

In the distribution determination step S230, the server control unit 47 confirms the set amount set in the distribution condition of each consultation terminal 71 and the amount of call data exhaustion to the present at the step of checking the amount and amount of exhaustion, The call data group to be distributed to the mobile station 71 is determined.

The call data searching step S240 is a step of searching, by the outbound server 40, the call data of the call data group selected in the distribution determining step S230 in the database 50. [

The customer information transmission step (S250) is a step of distributing the call data retrieved in the call data retrieval step (S240) to the consultation terminal (71). The server control unit 47 controls the distribution unit 45 to transmit the customer information of the call data to the consultation terminal.

The setting information updating step S260 is a step in which the server control unit 47 updates and stores the distribution condition of the consultation terminal 71 after the transmission of the customer information. The server control unit 47 accumulates the amount of exhaustion after transmitting the customer information to the consultation terminal 71. [

Preferably, the call data of the C group having the lower priority among the call data groups is set to be infinite for each of the consulting groups 70 to 70 '', and the set amount of the consulting groups 70 to 70 '' is exhausted It is preferable to set an infinite distribution to a consultation terminal until the end time.

The call connection step S300 is a step of connecting a call between the customer terminal and the consulting terminal when the waiting time set in the outbound server 40 has elapsed. Herein, the waiting time is set by calculating a time from when the calling time is transmitted to the client terminal or when the client terminal is connected to the calling terminal. This will be described with reference to Fig.

8 is a flowchart illustrating a call connection step in a method of controlling an outbound system using call data and a grouped consulting terminal according to the present invention.

Referring to FIG. 8, the call connection step S300 includes a customer information transmission step S310 for transmitting customer information, a waiting time counting step S320 for counting the waiting time set after the customer information transmission step S310, (S330) for making a call to the customer terminal when the waiting time set in the waiting time counting step (S320) has elapsed; and determining whether a call between the consulting terminal and the customer terminal is connected after the calling step (S330) A state information updating step (S350) of updating the state information of the consultation terminal when it is confirmed that the call is connected in the call determining step (S340); a state information updating step (S350) after the state information updating step And a storing step (S360) of receiving and storing post-processing information including the call duration and the contract result.

The customer information transmission step S310 is a step of transmitting customer information to the consultation terminal 71 in the data distribution step S200.

The waiting time counting step S320 starts counting the waiting time set by each of the consulting terminals 71 after the outbound server 40 transmits the customer information (S310). Here, the waiting time is set to include the time to start the call to the customer terminal after counting from the transmission of the customer information.

The outgoing server 40 counts the waiting time, and when the set waiting time elapses, it makes an automatic call origination to the switching center 10 and connects the communication line of the customer terminal and the consulting terminal to be.

In another embodiment of the present invention, when the outgoing server 40 receives an outgoing call request within a waiting time set by the consulting terminal (S330), the outgoing server 40 requests the outgoing call through the exchange 10 It is also possible.

That is, the present invention enables both an embodiment of automatically requesting a call to a customer terminal when a waiting time elapses, and a request for an outgoing call by selecting the consulting terminal 71 within a waiting time.

The call determining step S340 determines whether or not the outbound server 40 has a call between the consulting terminal 71 and the customer terminal through the selection signal of the consulting terminal 71 or the communication line mediated by the exchange 10 . For example, when the communication line is connected to the customer terminal, the consultation terminal 71 can listen to the calling tone of the customer terminal through the call unit. Therefore, the agent can select the call cancellation menu when the voice message indicating the busy state or the wrong number is received through the call section 716. [ Therefore, the outbound server 40 can receive the menu selection signal of the consultation terminal 71 and determine whether or not the call is made.

The state information update step S350 is a step of updating the state information of the consultation terminal 71 when the outbound server 40 receives a call connection or call cancel menu selection signal from the consultation terminal 71 . For example, when the consulting terminal 71 is in a communication state, the outbound server 40 updates the state information in a busy state and does not transmit other client information until the conversation ends.

The storing step S360 is a step of storing the state information updated in the state information updating step S350 together with the consulting terminal 71 containing the exhaustion quantity of the consulting terminal 71 and the calling time, And the result of the post-processing is stored. The outbound server 40 stores real-time monitoring information such as call duration, call result, and call connection status of the consultation terminal 71 in the database 50. At this time, the outbound server 40 accumulates the real-time monitoring information and controls to calculate the accumulated statistic value of the monitoring step (S400) to be described later.

The present invention can be configured as another embodiment of transmitting customer information after calling the customer terminal, unlike the embodiment in which the call is automatically made when the set waiting time elapses after transmitting the customer information first.

Another embodiment of the present invention is characterized in that the outbound server 40 controls the switchboard 10 to make a call to the customer terminal and transmits the customer information to the consultation terminal 71 when the consultation terminal becomes available for communication do. In addition, the preceding call time may be arbitrarily set or used, or may be inferred using an average call connection time. Similarly, in the above-described another embodiment, an outgoing request by the selection of the consultation terminal 71 is possible before the waiting time.

The calling request process by the selection of the consulting terminal 71 is as follows.

First, when the customer information is received, the consulting terminal 71 outputs customer information through the terminal display. At this time, the outbound server 40 counts a waiting time set immediately after transmitting the customer information to the consultation terminal.

Therefore, after confirming the customer information outputted through the terminal display 714, the agent operates the input unit 712 to immediately input an originating command. That is, the input module 712a outputs the calling command immediately when the agent inputs the calling command immediately by operating the keyboard (input unit 712). Accordingly, when the request sending command is received from the input module 712a, the terminal control unit 715 drives the request sending module 712b to request the outbound server 40 to send a request.

Therefore, the outbound server 40 controls the switching center 10 to request a call to the corresponding client terminal when the outgoing server 40 receives the outgoing call request immediately, even if the waiting time has not elapsed.

As described above, the outbound server 40 automatically requests origination if there is no outgoing call request from the consulting terminal within the waiting time.

Here, the wait time is a time until the outbound server 40 automatically sends out the call information after receiving the customer information in the embodiment, Or may be differentially set according to the group priority.

Likewise, the precedent origination time in another embodiment is set to be different according to the priority order of one or more groups classified by the consulting terminal or one or more consulting terminals as the time from the time when the origination is requested until the time when the customer information is received desirable.

The monitoring step S400 calculates the cumulative statistical value using the real-time monitoring information obtained by checking the status information and the post-processing information of the consultation terminal 71 in real time after the data distribution step S200 and the call connection step S300 To the integrated display (60) and the manager terminal (80). Here, the server control unit 47 of the outbound server 40 controls the monitoring unit 43 to obtain real-time monitoring information, outputs the real-time monitoring information to the integrated display 60, and calculates an accumulated statistic value of the real- And transmits it to the manager terminal 80.

The real-time monitoring information includes real-time information such as the number of requests, the number of outgoing attempts, the completion rate, the number of the logged-in consulting terminals 71, and the number of client terminals (70, 70 ' (Not busy, no answer, fax, number of connections), the talk time between the consultation terminal 71 and the customer terminal (not shown), the consultation terminal 71 and / or the groups 70, State information (standby, calling, busy, resting, post-processing, moving, etc.) of the stars, 70 ', 70' And the telephone line status information of the telephone line.

The cumulative statistic value of the monitoring unit 43 may be the sum of the total number of outgoing calls, the number of connections, the number of abandons, the number of non-answers of the customer terminal (not shown), the call data error The statistics about the outgoing call results for each calling mode, the cumulative statistics for the number of contract successful cases per product, the statistics about the outgoing call results for each class, (Call waiting time, call time, post-processing time, number of successful contracts, number of set and exhausted amount, exhaustion rate per hour and average call time, post processing time per call data) 71) for each group.

The server control unit 47 outputs the real-time monitoring information and the cumulative statistics transmitted from the monitoring unit 43 through the integrated display 60 and simultaneously transmits the real- 80).

The manager terminal 80 outputs the real-time monitoring information received from the outbound server 40. Therefore, the manager can determine the consumption rate of the call data for each of the consultation groups 70, 70 ', 70' ', the consultation groups 70, 70', 70 ' The current status can be confirmed, enabling efficient management and evaluation.

Further, the manager terminal 80 can distinguish between the consulting terminal 71 that has not exhausted the call data initially distributed through the real-time monitoring information as described above and the consulting terminal 71 that has a high consumption rate of call data It is easy to redistribute call data and manage the performance of the consulting terminal.

For example, as a result of checking the exhaustion rate of the call data of each consultation terminal 71 through the real-time monitoring information, the administrator can check the exhaustion rate of the call data of the day on the first consultation terminal 71 'of the second consultation group 70' It is possible to additionally distribute the call data distributed to the first consulting terminal 71 'of the second consulting group 70' to the second consulting terminal 72 of the first consulting group 70 have.

The outbound server 40 stores the real-time monitoring information and the accumulated statistics of the monitoring unit 43 in the database 50 as described above. As described above, the real-time monitoring information and the cumulative statistics stored in the database 50 can be retrieved and transmitted at any time by the request of the manager terminal 80. [

While the present invention has been particularly shown and described with reference to exemplary embodiments thereof, it is to be understood that the invention is not limited to the disclosed embodiments, but, on the contrary, is intended to cover various modifications and equivalent arrangements included within the spirit and scope of the appended claims.

10: exchange 20: response server
30: Recording server 40: Outbound server
41: searching unit 42: setting registering unit
43: monitoring section 44: exchange connection section
45: Distribution section 46: Server communication section
47: server control unit 48: terminal interlocking unit
49: Manager interworking part 50: Database
60: Integrated Display 70, 70 ', 70'': Consultation Group
71, 71 ', 71 ", 72, 72', 72", 73, 73 ', 73 "
80: Manager terminal 711: Log information recording section
712: input unit 712a: input module
712b: immediate calling module 713: terminal communication section
714: terminal display 715:
716:

Claims (2)

A switch for calling and connecting the customer terminal;
One or more counseling groups grouped according to the proficiency level of one or more counseling terminals requesting origination to a customer terminal through the exchange, and a priority according to proficiency is set differently for each group;
The call data classified into one or more groups including the telephone number of the customer terminal and the customer information such as sex, age, occupation, address, area of interest, purchasing power, etc., A database in which the consulting terminals and the priorities are stored; And
And an outbound server for distributing the call data stored in the database to the counseling terminal for each consulting group according to the set distribution condition and monitoring the outgoing request result and the amount of exhaustion from the consulting terminal to the client terminal through the exchange ,
The call data group
The priority of the contract is different depending on at least one of the possibility of the contract success and the possibility of the call connection by the time zone,
The consultation group
Priority is assigned differentially for each consultation group so as to be differentially distributed according to the priority of the call data group,
The outbound server
The remaining quantity of the call data group set by the consultation terminal of each consultation group is checked in real time to reset the distribution quantity of the consultation terminal by time zone,
The resetting of the distribution quantity of the outbound server
And adding or decrementing a distribution quantity of the call data group for each consultation terminal according to the priority of the call data group and the remaining quantity of the consultation terminal, and the outbound system using the call data.
The method of claim 1, wherein the outbound server
Outbound system using call data and a grouped consulting terminal that distributes the call data to the consulting terminal according to the priority of each consulting group by resetting the priority of the call data group according to the possibility of the call connection by time zone.

Images