KR20220153996A - Method for operating telemarcketing system - Google Patents

Abstract

A method for operating a telemarketing system performing a call connection with a customer through a customer terminal, according to an embodiment of the present invention, comprises the steps of: allocating a customer and a telemarketer based on customer propensity data, and a telemarketer propensity and skill; originating a call for call connection of the customer terminal and the designated telemarketer; counting a call duration when the call connection with the customer is successful through the customer terminal; sending a first reward to the customer terminal when the call duration reaches a first reference time; and sending a second reward to the customer terminal when the call duration reaches a second reference time longer than the first reference time.

Description

Method of operating telemarketing system {METHOD FOR OPERATING TELEMARCKETING SYSTEM}

The present invention relates to a telemarketing service method, and more particularly, to a method of operating a telemarketing system that assigns a counselor according to customer inclination and provides a reward to the customer according to call time.

Telemarketing (hereinafter referred to as TM) is a sales method that aims to conclude a contract by introducing or recommending products by calling agents such as sales companies or call centers to customers or inducing consumers to make phone calls. It is one of a kind. In particular, outbounding TM, which introduces products to customers, is an active form of telemarketing in which customers or potential customers are sent over the phone. Outbounding TM is used in various fields such as sales promise to customers, sales, introduction of various campaigns or new products, market research and opinion polls.

However, from the point of view of customers who have experienced repeated and indiscriminate attempts at telemarketing calls in fields they are not interested in, the negative perception that calls for telemarketing are very cumbersome and inconvenient is dominant. In telemarketing using some texts, etc., a call back service capable of rejecting a corresponding call is provided. Accordingly, there is a need for a technology capable of dramatically extending a call maintenance time in order to reduce customers' reluctance to telemarketing calls and increase customer contact rates and subscription rates.

(1) Korean Registered Patent Publication No. 10-1648180 (2016.08.08) (2) Korea Registered Patent Publication No. 10-2216649 (2021.02.09)

The present invention is to solve the above-described technical problem, and an object of the present invention is to provide a telemarketing system and its operating method capable of extending a call maintenance time by minimizing a sense of rejection to customers.

An operating method of a telemarketing system that performs a call connection with a customer through a customer terminal according to an embodiment of the present invention includes allocating a customer and a counselor based on customer propensity data and agent propensity and skill, the customer terminal and the Originating a call for call connection of an assigned agent, counting a call duration when the call connection with the customer is successful through the customer terminal, and when the call duration reaches a first reference time, Sending a first reward to the customer terminal, and sending a second reward to the customer terminal when the call maintenance time reaches a second reference time longer than the first reference time.

As an embodiment, in order to generate the customer propensity data, the method may further include transmitting an electronic survey providing a reward to the customer terminal when responding to the survey, and collecting the customer's responses.

As an embodiment, the first reward or the second reward includes at least one of a coupon for a specific product, affiliate points, securities, and virtual currency.

As an embodiment, the method further includes displaying a sound effect or a visual alarm on the customer terminal when the first reward or the second reward is transmitted.

As an embodiment, the method further includes notifying the customer that a reward is provided according to the call maintenance time if the call connection is successful.

According to an embodiment of the present invention, it is possible to increase the efficiency of telemarketing work by making a telemarketing call to a customer without feeling repulsive and presenting a reward according to the call time to dramatically extend the call maintenance time.

1 is a block diagram briefly showing a telemarketing system according to an embodiment of the present invention.
FIG. 2 is a diagram showing the configuration of the telemarketing management server shown in FIG. 1 by way of example.
3 is a flowchart exemplarily showing an electronic survey process performed before assigning a customer to an agent according to the present invention.
4 is a flowchart briefly showing a reward payment method according to an embodiment of the present invention.
5 is a flowchart showing step S240 of FIG. 4 in more detail.

Hereinafter, some embodiments of the present invention will be described in detail with reference to exemplary drawings. In adding reference numerals to components of each drawing, the same components may have the same numerals as much as possible, even if they are displayed on different drawings. In addition, in describing the present invention, if it is determined that a detailed description of a related known configuration or function may obscure the gist of the present invention, the detailed description may be omitted.

1 is a block diagram briefly showing a telemarketing system according to an embodiment of the present invention. Referring to FIG. 1, a telemarketing system 1000 includes a customer terminal 1100, a network 1200, a private exchange 1300, an agent terminal 1400, a telemarketing management server 1500, and a gifticon system 1600. ) may be included.

The customer terminal 1100 may be a plurality of customer terminals 1110 , 1130 , 1150 , and 1170 to which a call connection is attempted by the telemarketing system 1000 . Customer terminal 1100 may generally be a mobile phone for voice calls with a customer, but it will be appreciated that customer terminal 1100 is not limited to a mobile phone. Each of the plurality of customer terminals 1110, 1130, 1150, and 1170 may be a terminal that communicates with the counselor terminal 1400 based on voice or text messages. The customer terminal 1100 may be implemented as a computer capable of accessing a remote server or terminal through a network. For example, the customer terminal 1100 may include a set-top box, a laptop equipped with a web browser, a desktop, a laptop, and a mobile device.

The customer terminal 1100 includes, for example, Personal Communication System (PCS), Global System for Mobile communications (GSM), Personal Digital Cellular (PDC), Personal Handyphone System (PHS), Personal Digital Assistant (PDA), IMT ( International Mobile Telecommunication)-2000, CDMA(Code Division Multiple Access)-2000, W-CDMA(W-Code Division Multiple Access), Wibro(Wireless Broadband Internet) terminal, smartphone, smartpad, All kinds of handheld-based wireless communication devices and wired communication devices such as tablet PCs and desktop PCs may be included.

The network 1200 may be a communication network that is a high-speed backbone network capable of providing high-capacity, long-distance voice and data services. The network 1200 may be a next-generation wired or wireless network for providing Internet or high-speed multimedia services. When the network 1200 is a mobile communication network, it may be a synchronous mobile communication network or an asynchronous mobile communication network. As an example of an asynchronous mobile communication network, a wideband code division multiple access (WCDMA) communication network may be used. In this case, although not shown in the figure, the network 1200 may include a Radio Network Controller (RNC). Meanwhile, although a WCDMA network is taken as an example, the network 1200 may be a next-generation communication network such as a 3G LTE network, a 4G network, and other 5G networks, and other IP-based IP networks.

The private exchange 1300 mediates the network 1200, the counselor terminal 1400, and the telemarketing management server 1500. The private branch exchange 1300 sends a call to the customer terminal 1100 according to the outgoing request of the counselor terminal 1400 or the telemarketing management server 1500 . In association with the gifticon system, the private exchange 1300 may automatically send a preset gifticon or reward to a customer during a call when the customer's call duration satisfies a specific condition.

The counselor terminal 1400 may be implemented as a phone device such as a computer terminal, a smart terminal, or a wired/wireless phone provided for each of the counselors to make an outbound call. The counselor terminal 1400 may include a plurality of counselor terminals 1410, 1430, and 1450 assigned to each of the plurality of counselors. In particular, in the present invention, information on the disposition and skill of each counselor may be stored in the telemarketing server 1500 in the form of a database. In addition, when the computing device has a call function by executing a call application, an electronic survey performed before contacting a customer may be performed at the counselor terminal 1400 .

The telemarketing management server 1500 transmits and collects the electronic survey for identifying the customer's propensity according to the present invention to the customer terminal 1100 . In order to increase the survey response rate of customers, a reward may be provided to customers who faithfully complete the electronic survey. The telemarketing management server 1500 analyzes the collected electronic questionnaire results to generate customer propensity data. Customer propensity data may be stored in a customer database provided inside or outside the telemarketing management server 1500 . In addition, the telemarketing management server 1500 may analyze agents' tendencies or skills and store them in an internal or external agent database. The telemarketing management server 1500 matches the customer's propensity with the agent's propensity and skill. And the telemarketing management server 1500 assigns the matched customers to counselors.

The telemarketing management server 1500 controls the private branch exchange 1300 and gifticon system 1600 to automatically transmit a reward in proportion to the length of the call time to the customer when the agent and the customer are connected. That is, when the call maintenance time of the connected customer exceeds a specific time, a reward such as a gifticon may be automatically transmitted to the customer. At this time, according to the payment of the reward, the customer's terminal may be notified of the payment of the reward through text, voice, or sound.

The gifticon system 1600 transmits a reward to a customer's terminal connected from the private exchange 1300 according to the request of the telemarketing management server 1500 . The type of reward may also include securities or virtual currency, coupons or gift certificates.

According to the above telemarketing system 1000 of the present invention, a call connection can be assigned by matching the customer's propensity with the counselor's propensity and skill. Therefore, the customer contact rate and subscription rate can be increased. In addition, in the telemarketing system 1000, a reward is paid according to the duration of a call with a customer. Through this, it is possible to increase the customer's expectation of compensation, and it is expected that the call maintenance time of the outbounding TM call can be dramatically extended.

FIG. 2 is a diagram showing the configuration of the telemarketing management server shown in FIG. 1 by way of example. Referring to FIG. 2 , the telemarketing management server 1500 may include an interface 1510, a controller 1530, a customer database 1550, and an agent database 1570.

The interface 1510 communicates with the telemarketing management server 1500 and the user terminal 1100 (see FIG. 1) through the private branch exchange 1300. The interface 1510 allows external servers to perform wireless or wired communication with a communication terminal. For example, the interface 1510 may be Ethernet communication, near field communication (NFC), radio frequency identification (RFID) communication, mobile telecommunication, memory card communication, and universal serial One or more of Universal Serial Bus (USB) communications may be performed.

The control unit 1530 manages transmission and collection of electronic surveys performed by the telemarketing management server 1500, analysis of the collected electronic surveys, matching of customers and agents using the analysis results, and rewards provided during calls with customers. perform a function To this end, the controller 1530 includes an electronic survey management module 1520, a customer propensity analysis module 1540, a customer-agent matching module 1560, and a reward management module 1580.

The electronic survey management module 1520 may transmit an electronic survey to customers who are subject to telemarketing in advance, and check the propensity of each customer. For example, the electronic survey management module 1520 may deliver an electronic survey to customers through a messenger, SNS, or mail, and collect responses from customers. In order to increase the customer's response rate to the electronic survey, a reward may be provided to customers who faithfully complete the electronic survey. Responses of the electronic survey collected by the electronic survey management module 1520 may be transmitted to the customer propensity analysis module 1540 .

The customer propensity analysis module 1540 analyzes customers' responses to the electronic questionnaire. The customer propensity analysis module 1540 analyzes the characteristics, prior knowledge, and preferred products of each customer through responses to the electronic survey of the customers. The customer propensity analysis module 1540 may store analysis results in the customer database 1550 .

The customer-agent matching module 1560 matches a counselor according to the customer propensity generated by analyzing the result of the electronic survey. The customer-agent matching module 1560 assigns counselors in consideration of their inclinations or skills so as to maximize the efficiency of outbound telemarketing according to their inclinations. Assignment of agents to customers may be implemented in groups or man-to-man.

The reward management module 1580 automatically transmits a reward to the customer when a call connection between the agent and the customer starts and a specific call maintenance time elapses. To this end, at the moment when the call connection is successful, the reward management module 1580 may inform the customer that a reward is paid in proportion to the call maintenance time.

The customer database 1550 stores propensities or characteristics of each customer analyzed by the customer propensity analysis module 1540 . For example, the customer database 1550 may store information such as characteristics, prior knowledge, and preferred products of each customer.

The agent database 1570 stores information such as tendencies and skills of agents registered in the system. The stored information will then be used when assigning customers to agents by the customer-agent matching module 1560.

In the above, the configuration of the telemarketing management server 1500 according to an embodiment of the present invention has been briefly described. The electronic survey management module 1520, customer propensity analysis module 1540, customer-agent matching module 1560, and reward management module 1580 constituting the control unit 1530 may be implemented as software modules driven by a processor. There will be. However, the implementation of the electronic survey management module 1520, customer propensity analysis module 1540, customer-agent matching module 1560, and reward management module 1580 is not limited to the disclosure herein, and may be configured as hardware. There will be.

3 is a flowchart exemplarily showing an electronic survey process performed before assigning a customer to an agent according to the present invention. Referring to FIG. 3 , the electronic questionnaire management module 1520 transmits and collects electronic questionnaires for analyzing customers' propensity in advance prior to a call connection for telemarketing.

In step S110, the electronic questionnaire management module 1520 transmits the electronic questionnaire to the user terminal (1100, see FIG. 1). The electronic survey management module 1520 may deliver an electronic survey to customers through a messenger, SNS, or e-mail by using a customer list prepared in advance. At this time, in order to increase the customer's response rate to the electronic survey, a reward may be provided to the customer who faithfully responds to the electronic survey.

In step S120 , the electronic questionnaire management module 1520 may collect customer responses to the electronic questionnaire. If there is no response from the target customers, the electronic survey management module 1520 may request a survey response in the form of pushing the app again or several times. The collected responses of the electronic questionnaire will be delivered to the customer propensity analysis module 1540 .

In step S130, the customer propensity analysis module 1540 analyzes the responses of the customers to the electronic questionnaire. The customer propensity analysis module 1540 analyzes the characteristics, prior knowledge, and preferred products of each customer through responses to the electronic survey of the customers.

In step S140 , the customer propensity analysis module 1540 may store the analysis result in the customer database 1550 .

In step S150, the electronic survey management module 1520 determines whether reception of the electronic survey for customers to be telemarketed has been completed. If the responses to a predetermined number of customers among the target customers are completed, the entire procedure for customer survey ends. However, if responses to a predetermined number of customers among the target customers are not completed, the process returns to step S120.

Through the transmission and analysis of electronic surveys, it is possible to reduce the consumption of costs incurred as customers are randomly assigned regardless of agent disposition or skill.

4 is a flowchart briefly showing a reward payment method according to an embodiment of the present invention. Referring to FIG. 4 , the telemarketing management server 1500 or the counselor may raise the customer's expectations by informing that a reward is provided in proportion to the duration of the call when the call is connected to the customer for the first time.

In step S210, a call for a call is sent to the customer by an agent matched with the customer. It will be well understood that originating a call for a matched customer may be performed by the telemarketing management server 1500, although a counselor may directly attempt the same.

In step S220, the telemarketing management server 1500 monitors whether the call is connected to the customer in response to the call request of the counselor. If the call with the customer is connected (YES direction), the procedure moves to step S230. On the other hand, if the call with the customer is not connected (direction NO), it returns to step S210 and performs a call outgoing.

In step S230, as soon as the call is connected, the telemarketing management server 1500 or the agent notifies that a reward is provided in proportion to the duration of the call. This can offset the customer's reluctance to call and increase expectations for rewards to be paid through call.

In step S240, while the agent is making a call with the customer, the reward management module 1580 of the telemarketing management server 1500 counts the call time and sends a reward such as a gifticon to the customer as soon as a specific criterion is met. At this time, the reward management module 1580 may visually display the call time for which the reward is provided to the customer terminal, and play sound effects when the reward is provided. If a customer maintains a call with an agent for the entire time allotted for telemarketing, they will be paid the largest reward.

5 is a flowchart showing step S240 of FIG. 4 in more detail. Referring to FIG. 5 , a reward is automatically transmitted to a customer in proportion to a call time (TT) with a counselor by a reward management module (1580, see FIG. 2).

In step S241, the call duration (TT) is counted simultaneously with the call connection between the agent and the customer. The counting of the call time may be performed by the reward management module 1580 of the telemarketing management server 1500 .

In step S242, the reward management module 1580 may monitor whether the length of the talk time (TT) reaches the first time (T1). If it is determined that the length of the call time (TT) has reached the first time (T1) (YES direction), the procedure moves to step S244 for reward payment. On the other hand, if it is determined that the length of the talk time (TT) has not reached the first time period (T1) (direction NO), the procedure moves to step S243.

In step S243, the reward management module 1580 determines whether the customer hangs up before the talk time (TT) reaches the first time (T1). If the customer is maintaining the call (direction NO), the process returns to step S242 to continue counting the talk time (TT). On the other hand, if the customer hangs up before the call duration (TT) reaches the first time (T1) (YES direction), all outbound telemarketing procedures are terminated.

In step S244, the reward management module 1580 pays a reward to the customer because the length of the call time (TT) reaches the first time (T1). The reward may be, for example, at least one of coupons or points equivalent to 500 won, securities, and virtual currency.

In step S245, the reward management module 1580 may monitor whether the length of the talk time (TT) reaches the second time period (T1). If it is determined that the length of the call time (TT) has reached the second time (T2) (YES direction), the procedure moves to step S247 for reward payment. On the other hand, if it is determined that the length of the talk time (TT) has not reached the second time period (T2) (direction NO), the procedure moves to step S246.

In step S246, the reward management module 1580 determines whether the customer hangs up before the call time (TT) reaches the second time (T2). If the customer is maintaining the call (direction NO), the process returns to step S245 to continue counting the talk time (TT). On the other hand, if the customer hangs up before the call time (TT) reaches the second time (T2) (YES direction), all outbound telemarketing procedures are terminated.

In step S247, the reward management module 1580 pays a reward to the customer because the length of the call time (TT) reaches the second time (T2). The reward may be, for example, at least one of coupons or points equivalent to 1,000 won, securities, and virtual currency.

In step S248, the reward management module 1580 may monitor whether the length of the talk time (TT) reaches the third time (T3). If it is determined that the length of the talk time (TT) has reached the third time period (T3) (YES direction), the procedure moves to step S250 for reward payment. On the other hand, if it is determined that the length of the talk time (TT) has not reached the third time period (T3) (direction NO), the procedure moves to step S249.

In step S249, the reward management module 1580 determines whether the customer hangs up before the call time (TT) reaches the third time (T3). If the customer is maintaining the call (direction NO), the process returns to step S248 to continue counting the talk time (TT). On the other hand, if the customer hangs up before the call time TT reaches the third time T3 (YES direction), all outbound telemarketing procedures are terminated.

In step S250, the reward management module 1580 pays a reward to the customer because the length of the call time (TT) reaches the third time (T3). The third time T3 may be, for example, a time when all calls with the counselor are completed. The reward may be, for example, at least one of coupons or points equivalent to 5,000 won, securities, and virtual currency.

It is expected that the automatic reward payment method according to the call maintenance time of the present invention can drastically increase the call maintenance time with customers and achieve a high customer contact rate and subscription rate.

The foregoing are specific examples for carrying out the present invention. In addition to the above-described embodiments, the present invention will also include embodiments that can be simply or easily changed in design. In addition, the present invention will also include techniques that can be easily modified and practiced using the embodiments. Therefore, the scope of the present invention should not be limited to the above-described embodiments and should not be defined, and should be defined by those equivalent to the claims of this invention as well as the claims to be described later.

Claims (5)

In the operating method of a telemarketing system that performs a call connection with a customer through a customer terminal:
assigning a customer and an agent based on the customer propensity data and the agent's propensity and skill;
Outgoing a call to establish a call connection between the customer terminal and the assigned agent;
counting a call maintenance time if the call connection with the customer is successful through the customer terminal;
sending a first reward to the customer terminal when the call maintenance time reaches a first reference time;
and sending a second reward to the customer terminal when the call holding time reaches a second reference time longer than the first reference time. According to claim 1,
In order to generate the customer propensity data, the operation method further comprising transmitting an electronic survey providing a reward when responding to the survey to the customer terminal, and collecting the customer's response. According to claim 1,
The first reward or the second reward includes at least one of a coupon for a specific product, affiliate points, securities, and virtual currency. According to claim 1,
and displaying a sound effect or a visual alarm on the customer terminal when the first reward or the second reward is transmitted. According to claim 1,
and informing the customer that a reward is provided according to the call maintenance time if the call connection is successful.

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