TR201613473A2 - A SUPPORT SYSTEM FOR THE DETECTION OF SUBSCRIBER PROBLEMS IN CALL CENTERS - Google Patents

Abstract

The present invention relates to a system (1) which enables the customer representative to quickly identify the causes of the problems of subscribers calling the call center. The system (1) of the present invention; subscriber communication device (2), customer representative communication device (3), call center service unit (4), subscriber information database (5) and application server (6).

Description

DESCRIPTION FOR DETECTING SUBSCRIBER PROBLEMS IN CALL CENTERS A SUPPORT SYSTEM Technical Area This invention reveals the reasons for the problems of subscribers calling the call center. with a system that allows it to be identified quickly by its representative. Prior Art Today, service providers are concerned with the services offered by their customers. call center service to provide quick solutions to problems they give. However, it does not respond to the calls of the subscribers and employees working in the call centers. In most cases, the number of customer representatives is not sufficient. More hiring a customer representative is an extra financial burden for service providers. forms. Service providers are trying to find a solution to this problem. uses answering systems. However, due to the increasing number of subscribers The number of calls received by customer representatives is increasing day by day.

For these reasons, besides the development of answering machines, customer representatives It is necessary to shorten the call time between the and the subscribers. make it up for customer representatives to quickly identify the problems of the subscribers and systems are required in which the subscriber will find a solution to their problem in a short time.

In the common usage in the state of the art, customer representatives the service provider company in order to produce solutions to the problems communicated by the subscriber. through the data sources authorized by it or similar auxiliary applications They are trying to identify the problem. However, in this case the representatives waste time on different units and call times with the subscriber is elongated. in the patent document, the problems communicated to the call center in the past and this who record the solutions to the problems and keep these records with the customer. It is mentioned about a system that makes it available to its representatives.

United States patent numbered US7716595, which is in the state of the art In the document, the subscriber who initiated the call to the customer agency and the problem of the subscriber A system that displays relevant information via an interface is mentioned.

Brief Description of the Invention The aim of this invention is to solve the problems of the subscribers who call the call centers. To implement a system that ensures rapid detection.

Another purpose of this invention is to communicate with the customer representative in the call centers with the subscriber. to implement a system to shorten the duration of the interview.

Detailed Description of the Invention In order to achieve the purpose of this invention, “Subscription in Call Centers” A Support System for the Determination of Problems” is shown in the appendix and this Figure-1 is the sematic block diagram of the system that is the subject of the invention.

The parts in the figure are numbered one by one. the responses are given below. 1. System Subscriber communicator Customer representative communicator call center service unit Subscriber information database application server MT: Customer representative Inventive subject that enables rapid detection of subscriber problems in the call center cysteine (1); - where the subscriber can initiate a call via (A) and the initiated call at least one subscriber communication device (2) to which it can reply, - the customer representative, which allows the establishment of a call on (MT) must be able to run at least one application with which it can interact. a customer representative communicator (3), - answering and holding the calls to the call center, able to notify the relevant units of the initiating subscriber identity information and a customer representative who can receive notifications and determines the call they hold at least one call center service unit that forwards to the communication device (3) - Profile, finance, service usage of the subscribers on which service is provided. at least one subscriber information database (5), - customer representative communicator (3), call center service unit (4) and in communication with the subscriber information database (5), the call center service the subscriber, who receives notification from the unit (4) together with the subscriber identity information. by obtaining and analyzing subscriber information from the database (5) detecting any problems and past history subscriber problems and the solution steps of these problems under the record It includes at least one application server (6) that keeps it. (Figure 1) The subscriber communication device (2) in the system (1), which is the subject of the invention, is the call of the subscriber (A). to initiate a call over a communication network that allows gives. Said subscriber communication device (2) is a device such as a phone or tablet. is an electronic device.

The customer representative communication device (3) in the system (1), which is the subject of the invention, it is in communication with the central service unit (4) and the application server (6).

Customer agent communicator (3) call center of customer agent (MT) will allow him to answer the call directed by the service unit (4) is in the structure. Communication with the customer representative communicator (3) application server (6) is in the form of an appropriate interface, the data it receives from the application server (6) through to the customer representative (MT) and the customer representative (MT) receives data requests through the interface it contains. Customer representative (MT) In case of a data request from the application server (6), the client representative communication device (3) transmits this request to the application server (6).

The call center service unit (4) in the system (1), which is the subject of the invention, the calls they initiate to the call center over any communication network. is the corresponding unit. The call center service unit (4) puts the call on hold. receives the subscriber identity information and transmits it to the application server (6). For example, subscriber credential is MSISDN for mobile operator subscribers. (Mobile Station International Subscriber Directory Number 7 The International Subscriber Directory Number is 7. Call center service unit (4) continue the call until feedback is sent by the application server (6). is waiting. When the application server (6) sends feedback, the call center service unit (4), transfers the call on hold to the customer representative communication device (3) directs. Call center service in the preferred embodiment of the invention unit (4) to determine the customer representative (MT) to whom it will forward the call on hold. It is the unit that checks the availability of customer representatives for Application When it receives feedback from its server (6), the call center service unit (4) send the customer representative (MT) information to the application server (6). transmits.

Subscriber information database (5) in the inventive system (1), application It is in communication with the server (6). Subscriber information database (5), serviced It is the unit where the data of the subscribers are kept. Profile of subscribers, all data on finance and service usage is in the subscriber information database (5) are available. Application server (6), access to subscriber information database (5) It makes inquiries to the subscriber information in question by providing it.

The application server (6) in the inventive system (1), the customer representative communication device (3), call center service unit (4) and subscriber information database (5) in communication with. When subscriber (A) initiates a call towards the call center, the call The central service unit (4) receives the call and sends it to the application server (6). notifies with the identity information of the subscriber (A). Application server (6) is connected to the subscriber information database (5) in accordance with the subscriber credential. is in the query. Application server (6), subscriber's profile, finance and service reason for calling the subscriber's (A) call center in the usage records identifies possible situations. Application in an embodiment of the invention server (6), profile, finance and service usage from the subscriber information database (5) which may be the reason why the subscriber (A) calls the call center by analyzing their records. determines the situations. Application server (6), call initiation of subscriber (A) After determining the situations that may be the cause of the call center service unit (4) provides feedback. The call center service unit (4) that receives the feedback, directs the call it has been waiting to the customer representative (MT) it has determined, and the customer representative (MT) information to which the call is forwarded to the application server (6). transmits.

Application server (6), customer representative from call center service unit (4) Possible call to the call center of the subscriber (A) determined after receiving the (MT) information sends the reasons to the customer representative communication device (3). customer representative (MT) call center service unit (4) answers, the possible call reason of the subscriber (A) and/or the application server (6) recorded solution steps on the screen of the customer representative communication device (3) is shown. As a person skilled in the art can readily understand, on the customer representative communicator (3), transmitted from the application server (6) possible call reasons of the subscriber (A) and/or stored in the application server (6) any structured interface that can show the solution steps running an application.

Application server (6) records past subscriber problems and solution steps In his post, he records problems submitted by subscribers to the call center. and identifies the most communicated problems among these problems.

The application server (6) also lists the solution steps of these problems it has determined. is recorded in its structure. For example, in mobile operator call centers "3G control", "GPRS" for the frequently encountered "I cannot access the Internet" problem. steps such as “control” are kept under record. Application server (6), call The customer representative to whom the call is directed by the central service person (4) In addition to the possible call reasons of the subscriber (A) to the communication device (3), it is registered It also transmits the frequently forwarded problem list it keeps. Customer representative (MT), Possible call reason of subscriber (A) transmitted by application server (6) If it is not a solution to the subscriber's (A) problem, the problem conveyed by the subscriber (A) is frequently If it is in the forwarded problem list, it selects the related problem. Customer The application running on the agent communication device (3) is transmits its selection to the application server (6) and from the application server (6) It takes the solution steps data of the problem. The comfort of a person skilled in the art As the customer representative can understand in some way, the communicator (3) is on the The running application will be able to show the frequently reported problem list and any structured system that can receive the election of its representative (MT). It has an interface.

Thanks to the system (1) that is the subject of the invention, the subscribers who call the call center To establish a support system that enables the detection of problems.

In the system in question (1), the subscriber (A) first makes a call from the subscriber communication device (2). initiates a call to the center. Call center service unit (4) of the subscriber (A) it picks up the call it initiated and puts it on hold. call center service application unit (4) by determining the identity information of the subscriber (A) who initiated the call. sends it to the server (6). Application server (6), subscriber information data the subscriber's (A) by starting a query based on the subscriber identity Calling subscriber's (A) call center in profile, finance and service usage records identifies possible causes. For example, the debt of the subscriber (A) It determines the restriction of service usage as a result of non-payment.

After the application server (6) has identified the possible subscriber problem, the call center gives feedback to the service unit (4). Call center service unit (4) As a result of the feedback, he/she sends the call to the appropriate customer representative (MT). forwards the customer representative (MT) information to the application server (6). reports. The customer representative (MT) information received from the application server (6) In line with the possible problem information of the specified subscriber (A), and to the call center. Customer representative to whom the call is directed to list of frequently forwarded problems. transmits it to the communication device (3). When the customer representative (MT) answers the call, Possible problem of subscriber (A) in customer representative communication device (3) and call The list of problems that are frequently sent to the center is shown. Submitted by the subscriber (A) if the problem is not a possible problem identified by the application server (6); Customer representative (MT) frequently chooses from the list of problems encountered. Customer representative contact device (3), the customer representative (MT) selection to the application server (6) transmit and receive information from the application server (6) regarding the solution steps of the relevant problem. receives data. The customer representative communication device (3) follows the solution steps it has taken. Shows the data about the customer representative (MT). A person skilled in the art As the customer representative can easily understand, the communication device (3), to the customer representative (MT) the data received from the application server (6). any customer representative (MT) selections that can show It has a structured interface.

It is possible to develop a wide variety of applications of the inventive system (1). and the invention cannot be limited to the examples described herein, as stated.

Claims (3)

REQUESTS 1. It ensures that the problems of the subscribers calling the call center are detected quickly; - at least one subscriber communication device (2), on which the subscriber can initiate a call and answer the initiated call, - at least one customer representative communication device (3) ), - at least one call center service person (4) that receives and holds the calls made to the call center, initiates the call, can notify and receive notifications to the relevant units, and forwards the held call to the customer representative communication device (3) that it has designated, - on which the service is provided containing at least one subscriber information database (5) that keeps the profile, finance, service usage records of the subscribers and - in communication with the customer representative communication device (3), the call center service unit (4) and the subscriber information database (5), subscriber information from the subscriber information database (5), which receives notification together with the subscriber identity information from the central service unit (4). A system (1) characterized by at least one application server (6), which detects whether there are any problems by receiving and analyzing the data and records the past subscriber problems and the solution steps of these problems. 2. As in claim 1, characterized by an application server (6) that detects possible problems for the subscriber (A) by obtaining and analyzing profile, finance and service usage registration information in line with the subscriber (A) identity information from the subscriber information database (5). a system (1). 3. A system (1) as in Claim 2, characterized by an application server (6) that gives feedback to the call center service unit (4) after detecting the possible problem of the subscriber (A). . As in Claim 1, characterized by an application server (6) that transmits the list of problems frequently communicated to the Call Center by the subscribers as well as the possible problem of the subscriber (A) to the customer representative communication device (3). The Request, which is characterized by the application server (6), which records the list of problems and solution steps that the subscribers convey to the call centers with a certain density in the tree structure and transmits the solution steps data of the related problem to the customer representative communication device (3) if the customer representative communication device (3) makes a request. A system like 4”