WO2016035986A2

WO2016035986A2 - Outbound system operated in selective call mode and control method therefor

Info

Publication number: WO2016035986A2
Application number: PCT/KR2015/006264
Authority: WO
Inventors: 최준환
Original assignee: (주)네오메카
Priority date: 2014-09-04
Filing date: 2015-06-19
Publication date: 2016-03-10
Also published as: KR101498045B1; WO2016035986A3

Abstract

The present invention relates to an outbound system operated in a selective call mode and a control method therefor and, more specifically, to: an outbound system operated in a selective call mode in which a telephone conversation with a client terminal is carried out in a state in which an advisor is fully aware of information on a client; and a control method therefor.

Description

Outbound system driven in selective calling mode and its control method

The present invention relates to an outbound system driven in a selective outgoing mode and a control method thereof, and more particularly, an outbound driven in a selective outgoing mode connected to a customer terminal in a suitable outgoing mode according to an expert's skill and customer information. It relates to a system and a control method thereof.

In many areas of society, for example, banks, insurance, securities or distribution companies are in fierce competition for customer service. In addition, for the convenience of services and accurate resource management for customers, various operation methods and computer systems supporting them are being introduced.

In the midst of this, the call center is a top contact with customers. Work in a call center is divided into inbound and outbound services. Inbound work is a method in which a call center counselor performs a requested consultation from a customer by telephone, fax (FAX), or e-mail.

Outbound business is a telemarketing operation method that calls first to provide information or sell goods, unlike consultation-oriented inbound business that receives and resolves customer inquiries.

Such outbound business processing is generally performed by interworking with a private exchange and an outbound server that performs outbound. The following briefly describes the conventional outbound process.

The outbound server reads the customer's phone number to provide information or sells the product from the customer database, dials it, and generates a DTMF (Dual Tone Multi-Frequency) signal corresponding to the customer's phone number and provides it to the private exchange.

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

After analyzing the frequency band of the received tone, if the received tone is a busy tone, the outbound server hangs up, reads the next telephone number from the customer telephone database, dials the call, and starts the call. Try.

And if the incoming signal is a ring backtone signal, i.e. if the call is available, the outbound server waits until the customer answers the call. If the call is not connected to the customer within a certain time, no response is processed and the next phone number is read from the customer phone database and dialed.

If a call connection is made with the customer, the outbound server analyzes the frequency of the call tone received from the customer. If the frequency analysis of the call tone received from the customer determines that it is a human voice, the outbound server requests the private exchange to establish a call connection between the customer and the counselor.

However, in the related art, the outbound process as described above is connected to the counselor only when a call is made with the customer terminal after the outbound call processing server is sent through the exchange.

Therefore, the agent can receive and confirm the customer's information immediately after the exchange is connected to the customer terminal, so there is not enough time to understand the customer's disposition, so the call is made without knowing the customer-specific information in advance. There was a problem that the call time is very short, the productivity is not high, and the fatigue of the counselor is increased by being randomly connected to the counselor.

In addition, conventionally, only the availability of a call can be made from the server without considering the propensity of the customer (for example, the gender and age of the customer, taste, and purchasing power) and the skill of the agent (for example, the contract performance and experience for each outbound product). In consideration of the random connection to the counseling terminal, there was a problem that the counselor could not fully utilize the capabilities of the counselor because there was no time for the counselor to know the customer information.

The present invention has been made to solve the conventional problems as described above, the object of the present invention is to enable the customer to check the customer information before the call connection between the agent and the customer terminal period by the proficiency of the agent, by product, call data priority The present invention provides an outbound system and a control method driven in a selective calling mode that can improve the productivity and contract performance of counselors by differentially setting the output time, outgoing time, and call connection time of information.

A preferred embodiment of the outbound system driven in the selective calling mode according to the present invention includes a database storing call data and customer information including a phone number of a customer terminal; A consultation terminal receiving call data and customer information stored in the database and talking to a customer terminal; An exchange that transmits and makes a call to the customer terminal according to a call request from the consultation terminal or an outbound server; And an outbound server that distributes the call data stored in the database to the counseling terminal and automatically controls the exchange when the set waiting time elapses after the transmission of the customer information to the counseling terminal.

In another embodiment of the present invention, the waiting time is characterized in that the time from the time the customer information is output from the consultation terminal to the transmission is set.

In another embodiment of the present invention, the waiting time is characterized in that the differential setting according to the consultation terminal, customer information and goods.

In another embodiment of the present invention, the outbound server is characterized in that when the outgoing request is received from the consultation terminal during the waiting time, the exchange control to send to the customer terminal.

In another embodiment of the present invention, the outbound server sets the priority for each counseling terminal, divides the waiting time according to the counseling terminal or priority for each group by dividing the priority into one or more groups by priority. It is characterized by setting.

In another embodiment of the present invention, the counseling terminal includes an input module for outputting a call command; And a request sending module for sending a request to the exchange if a send command is output from the input module after receiving and outputting customer information from the outbound server.

In the preferred embodiment of the outbound system driven in the selective calling mode according to the present invention, Call data (Call Data) including a customer terminal phone number and a database that stores customer information; A consultation terminal receiving call data and customer information stored in the database and talking to a customer terminal; An exchange that transmits and makes a call to the customer terminal according to a call request from the consultation terminal or an outbound server; And an outbound server for distributing call data stored in the database to the counseling terminal, wherein the outbound server transmits customer information to the counseling terminal after a prior call request to the exchange to connect to the client terminal. A predicted call mode including a preceding call section until the customer information is transmitted to the counseling terminal after the call request from the exchange to the customer terminal, and an information output section until the call connection is made after the preceding call section; A standby call mode for connecting a call with the customer terminal when a set waiting time elapses after transmitting the customer information to the counseling terminal; And after the customer information is sent to the counseling terminal, sets a calling mode of the counseling terminal as one of request request modes in which the customer terminal makes a call connection with the selection of the counseling terminal.

In another embodiment of the present invention, the calling mode is connected to the customer terminal and the counseling terminal period when the outgoing request is received from the counseling terminal for a set waiting time after transmitting the customer information to the counseling terminal, the standby If the outgoing request is not received from the counseling terminal for a period of time further includes a mixed outgoing mode for automatically making a call request to the exchange to connect to the counseling terminal.

In another embodiment of the present invention, the waiting time is characterized in that the differential is set according to the priority of one or more groups classified by each counseling terminal or one or more counseling terminals.

In another embodiment of the present invention, the waiting time is characterized in that the differential setting according to the product information and customer information.

In another embodiment of the present invention, the outbound server calculates the average connection time from the outgoing request to the call connection to the customer terminal, the information output section is set to the total time that the customer information is output from the consultation terminal It is characterized by automatically calculating and setting the waiting time by reducing the average connection time.

Preferred embodiment of the control method of the outbound system driven in the selective outgoing mode according to the present invention comprises an outgoing mode setting step of setting outgoing mode so that the call is connected to the counseling terminal by making a call request to the customer terminal through the exchange at a set time; After the calling mode setting step, the call data is allocated to each counseling terminal group or counseling terminal, a data distribution step of setting a distribution quantity, a customer information transmission step of searching and transmitting customer information according to priority, and the customer terminal. An outgoing request step for making an outgoing request; And a monitoring step of monitoring whether the counseling terminal and the client terminal call success, call time, call data usage, and calling result, and the calling mode searches for the counseling terminal that can be called after a set time. After requesting a preceding call, the client terminal transmits and outputs customer information to the counseling terminal, and the call forwarding section until the customer information is transmitted to the counseling terminal after the call request from the exchange terminal to the customer terminal, and the call after the preceding calling segment. Predictive calling mode including an information output section until connected; A standby call mode for automatically sending a request to the exchange when a set waiting time elapses after the output of the customer information from the consultation terminal; A request sending mode that is sent to the exchange by selection of the counseling terminal after output of customer information from the counseling terminal; And if there is no outgoing request by the selection of the counseling terminal during the set waiting time, at least one or more of a mixed outgoing mode automatically sent out to the exchange.

In another embodiment of the present invention, the preceding call section is characterized in that the differential set by the customer information, by product, by counseling terminal.

In another embodiment of the present invention, the information output section of the standby call mode is a waiting period from the output of the customer information to the calling time to start sending to the customer terminal, and the time from the calling time to the call connection Including the connection section is set, the waiting section is characterized in that the differential is set by the customer information, for each product, counseling terminal.

In another embodiment of the present invention, the information output section of the standby call mode is a waiting period from the output of the customer information to the calling time to start sending to the customer terminal, and the time from the calling time to the call connection And a connection section to be set, wherein the waiting section is calculated and set by subtracting an average connection time calculated as an average value of the connection section in the information output section.

In another embodiment of the present invention, the control method of the outbound system driven in the selective outgoing mode comprises a customer information receiving step of receiving and outputting customer information from the outbound server; A call connection determining step of determining whether a call is connected with the customer terminal after the waiting time set in the customer information receiving step has elapsed; And a call step of transmitting and receiving a voice signal to and from a customer terminal when a call is connected in the call connection determining step.

In another embodiment of the present invention, the control method of the outbound system driven in the selective outgoing mode includes a customer information receiving step of receiving and outputting customer information from the outbound server; A request originating command determining step of determining whether a request originating selection command is authorized after the customer information receiving step; A call request step of requesting a request call to the exchange when a request call selection command is authorized in the request call command determination step; A call connection determining step of determining whether a call is connected with a customer terminal after the call request step; And a call step of transmitting and receiving a voice signal with a customer terminal when a call is connected in the call connection determining step.

In another embodiment of the present invention, the customer information receiving step of receiving customer information from the outbound server; A request call command determining step of determining whether a request call selection command is authorized during a waiting time set after the receiving of the customer information; A request sending step of sending a request to the exchange when a request sending selection command is authorized in the request sending command determining step; If the request call selection command is not authorized during the waiting time in the request call command determination step, an automatic call step is automatically sent to the exchange under the control of the outbound server to connect to the customer terminal; A call connection determining step of determining whether a call is connected with a customer terminal after the request sending step or the automatic sending step; And a call step of transmitting and receiving a voice signal with a customer terminal when a call is connected in the call connection determining step.

According to another embodiment of the present invention, the driving step of the outbound server may include: a search step of searching for a counseling terminal capable of calling before the output time of the set customer information; A call request step of sending a call request to a customer terminal; A customer information transmission step of transmitting customer information to the consultation terminal searched in the search step; A call connection determining step of determining whether a call is connected with a customer terminal within a connection period set from an output time of the customer information set after the customer information transmitting step to a call connection time; And a storing step of updating and storing the call result and status information of the counseling terminal in the call connection determining step.

In another embodiment of the present invention, when the call is terminated in the call step, a post-processing information input time counting step of driving a post-processing information input document program for inputting a call result and counting a set post-processing information input time ; And a log information recording step of forcibly terminating the post processing information input document program and generating and storing a log information file when the post processing information input time set after the post processing information input time counting step has elapsed.

The present invention has the effect of increasing the contract success rate as the call with the customer is made in the state in which the strategy is established because the customer can know the customer information according to the call request to the customer terminal after the customer information is output.

In addition, the present invention can optimize the telephone connection time by managing the information output time from the output of the customer information to the call connection to the customer by section to increase the talk time between the agent and the customer can increase the productivity, standby By setting the time by individual or group according to the skill and product of the counselor, there is an effect of improving the skill of the counselor.

1 is a block diagram illustrating an outbound system driven in selective dialing mode according to the present invention;

2 is a block diagram illustrating an outbound server in an outbound system driven in a selective outgoing mode according to the present invention;

3 is a block diagram showing a counseling terminal in an outbound system driven in a selective calling mode according to the present invention;

4 is a flowchart illustrating a driving step of an outbound server in a control method of an outbound system driven in a selective outgoing mode according to the present invention;

5 is a flowchart illustrating a standby call step of a counseling terminal in a control method of an outbound system driven in a selective calling mode according to the present invention;

6 is a flowchart illustrating a request sending step of a counseling terminal in a control method of an outbound system driven in a selective calling mode according to the present invention;

7 is a flowchart illustrating a predicted outgoing step of the outbound server in the control method of the outbound system driven in the selective outgoing mode according to the present invention;

8 is a flowchart illustrating a mixed call step of a counseling terminal in a control method of an outbound system driven in a selective calling mode according to the present invention;

9 is a block diagram showing a setting example of an outgoing mode in an outbound system driven in a selective outgoing mode according to the present invention;

10 to 12 are diagrams showing an example of a time interval of each transmission mode in the outbound system and control method according to the present invention.

Hereinafter, with reference to the accompanying drawings, a preferred embodiment of the outbound system and control method driven in the selective transmission mode according to the present invention will be described in detail.

1 is a block diagram illustrating an outbound system driven in selective dialing mode according to the present invention.

Referring to FIG. 1, an outbound system driven in a selective dialing mode according to the present invention includes an exchanger 10 for sending a call to a customer terminal (not shown) through a wired or wireless telephone network, and a response server 20 storing a response message. ), The recording server 30 for storing the contents of the call with the customer terminal (not shown), and through the received call data (Call Data) is divided into one or more groups (70, 70 ', 70' ') Counseling terminals 71 to 73 '' to be sent to the customer terminal (not shown), a database 50 storing call data, and call data stored in the database 50 are stored in the customer information. An outbound server 40 (Outbound Server) which is divided according to the counseling terminals 71 to 73 '' and the integrated display 60 which displays the call state of the counseling terminals 71 to 73 ''; In conjunction with the outbound server 40 and the current state of each counseling terminal 71 It includes a manager terminal 80 to determine the sojinyul data.

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

The recording server 30 records the call between the counseling terminal 71 and the customer terminal (not shown) according to the recording command of the counseling 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. Here, the response message is stored as voice.

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, so that the counseling terminal 71 is provided to the outbound server 40. Register and set classification information of.

The counseling terminals 71 ˜ 73 ″ are classified into one or

more counseling groups

70, 70 ′, 70 ″ according to the outbound product proficiency. For example, the first counseling group 70 is composed of counseling terminals 71 to 73 where more than 10 years of experience or high-quality counselors are placed, and the second counseling group 70 'is 3 years to 10 years. Counseling terminals 71'-73 'and the third counseling group 70 ", in which less than one counselor is arranged, are composed of counseling terminals 71' '-73' 'in which counselors less than three years are arranged.

At this time, the manager terminal 80 registers the main product information according to the proficiency of each group (70, 70 ', 70' ') or each counseling terminal (71 ~ 73' ') to outbound the corresponding product Set call mode, pre-call time and waiting time so that call data can be distributed according to priority of call data.

The counseling terminal 71 to 73 '' (hereinafter, the counseling terminal of reference numeral 71 will be described as an example) is a standby call mode that is automatically sent to a customer terminal when a set waiting time elapses after output of customer information. And, the request sending mode to arbitrarily request by the selection of the agent without a set time, the mixed call mode that is automatically sent at the end of the waiting time if there is no call request within the waiting time, and the customer terminal by the outbound server It is driven as one of the predictive calling modes in which customer information is received and connected to a call after being sent to. The detailed configuration of the consultation terminal 71 will be described later with reference to FIG. 3.

The outbound server 40 classifies call data into groups and sets priority of call data for each group according to products according to call time zone, age group, gender, workplace, and address of the customer, and sets the priority of the counseling terminal 71. Priority of the

counseling groups

70, 70 ', 70 " classified according to skill level, and call data classified into groups is set for each product, and the origination mode of the counseling terminal 71 is set.

As described above, the calling mode is set to each of the counseling terminal or the counseling terminal in the predictive calling mode, the waiting calling mode, the request calling mode, and the mixed calling mode, respectively. It will be described with reference to the set waiting time (T1 ~ T3).

In the predictive calling mode, when the preceding calling time set by the outbound server 40 elapses, the calling terminal 71 searches for the counseling terminal 71 to terminate the work of the counseling currently being processed, and makes a preceding call request to the exchange 10. The customer terminal sends and outputs the customer information to the counseling terminal at the information output time point B at which the counseling terminal 71 which has already been searched since the preceding call section T11 has elapsed. It includes the information output section (T12) up to the customer terminal and the call connection point (C), and this section is the time to design the strategy by checking the customer information.

The connection section T1 of the predictive calling mode is referred to FIG. 10, from the outgoing time A requested by the outbound server 40 to the exchange 10 to the output of the customer information to the counseling terminal. A preceding call section T11 and an information output section T12 set between the information output time B from which the customer information is output and the call connection time C are included.

The outbound server 40 may arbitrarily set a preceding call section T11 and an information output section T12 in the predicted call mode. For example, the outbound server 40 may shorten the information output section T12 by setting the preceding call section T11 long in the case of a customer who is working in the field.

Alternatively, the outbound server 40 may shorten the preceding call section to advance the information output time B to lengthen the information output section T12 through which a counselor can check the customer information.

The standby call mode is requested to be sent to the customer terminal after the set waiting time (T21) after providing the customer information in the outbound server 40 is connected to the line of the customer terminal and the consultation terminal 71. Here, the information output section will be described with reference to FIG. 11.

Referring to FIG. 11, the information output section T2 is a waiting section T21 until the originating time A requested to be sent to the exchange 10 after the information output time B in which customer information is output, and After the waiting period (T21), including the connection period (T22) set from the originating time (A) to the call connection time (C) to start the call to the customer terminal, these two sections check the customer information in the consultation terminal 71 It is time to devise a strategy.

The waiting period (T21) is a time interval from the output time (B) of the customer information to the origination time (A) in the consultation terminal 71 in the outbound server 40, customer information, sales products and the proficiency of the counselor It is preferable to set them individually according to this.

The connection section T22 is a setting section between the origination time (A) and the call connection time (C).

Unlike the standby call mode, the request call mode requests transmission from the counseling terminal 71 to the exchange 10. At this time, the counseling terminal 71 requests a call to the switchboard 10 when a request originating selection command by the counselor selection is applied without a set waiting time.

The mixed call mode, with reference to FIG. 12, has a waiting time T31 set differently from the request call mode, and if there is no request call request from the counseling terminal 71 during the wait time T31, the waiting time At the time T31 elapses, the outbound server 40 automatically controls the switch 10 to send an outgoing request.

The information output time T3 of the mixed call mode is a waiting period T31 that waits until an outgoing request is authorized from the consultation terminal 71 from the information output time B at which customer information is output, and the waiting period ( T31) includes a connection section (T32) is set from the origination time (A) to the call connection time (C) to automatically call if there is no request origination request.

The waiting period (T31) is set relatively long or short by selectively setting the outgoing time (A) and the call connection time (C) in accordance with the customer information, sales products and the proficiency of the consultation terminal in the outbound server 40 Can be.

The characteristics of the predictive call mode and the mixed call mode allow the contract success rate to be increased by making a call with the customer while the agent is familiar with the customer information, and increase the productivity of the agent by being automatically sent after a set time. In the case of an important customer or an important product, a counseling strategy with the customer can be devised at the counselor's discretion, so that the agent's ability can be maximized.

In addition, the outbound server 40 is a call history information with a customer terminal (not shown), the exchange and the consultation terminal 71 of the switch 10 and the recording server 30 and the response server 20 and the consultation terminal ( 71) is monitored in real time. In addition, 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.

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

Detailed configuration of the outbound server 40 will be described later with reference to the accompanying FIG. 2 is a block diagram illustrating an outbound server of an outbound system driven in a selective outgoing mode according to the present invention.

Referring to FIG. 2, the outbound server 40 includes a search unit 41 for searching call data and customer information stored in the database 50, and a group of call data classified by the manager terminal 80. And a setting register 42 for setting and registering the groups 70, 70 ', and 70' 'of the counseling terminal 71, and real-time monitoring and accumulating the status information and the calling result of the counseling terminal 71 to obtain statistical values. The monitoring unit 43 for calculating, the exchange connection unit 44 for brokering the consultation terminal 71, the recording server 30, the exchanger 10, and the response server 20, and call data for each consultation terminal 71. Distribution unit 45 for distributing to the server, a server communication unit 46 for communicating with the consultation terminal 71, the exchanger 10, and the manager terminal 80, and a terminal interworking unit interworking with each consultation terminal 71 ( 48), in conjunction with the manager terminal 80 to provide real-time monitoring information, and receives the management control signal of the manager terminal 80 The manager interlocking unit 49 and a server control unit 47 for controlling each component are included.

The search unit 41 retrieves call history information, call data, customer information, and information about the counseling terminal 71 stored in the database 50 under the control of the server control unit 47. ) Is applied.

Herein, the information of the counseling terminal 71 may include the IP address of the counseling terminal 71, login information including ID, login and logout time of the corresponding ID, name, proficiency and main product information, and contract success rate. Performance information may be included.

The call history information includes a call history (date and time, related products) of a customer terminal (not shown). The call history information may be assigned to the counseling terminal 71 previously consulted upon inbound or outbound of the corresponding customer terminal (not shown).

The call data may include a customer's address, name, age, gender, and interests (eg, car insurance, cancer insurance, loans, real estate, electronics, performances, travel products, etc.) in addition to the telephone number of the customer terminal (not shown). Is preferred.

The setting register 42 differentially sets and registers the call data divided into groups according to the age group, gender, work status, address, and interest of the customer, and the priority of each call data group for each product.

In addition, the setting register 42 sets the predictive call mode, the standby call mode, the request call mode, and the mixed call mode for each of the counseling terminal 71 and / or counseling groups 70, 70 ', and 70' '. do. Here, the setting registration unit 42 is for each group (70, 70 ', 70' ') or counseling terminals (71 to 73' ') of each counseling terminal classified according to the skill of the counselor under the control of the server control unit (47). The call mode is selectively set for each call, and the call data is classified by product and customer characteristics and registered in a group according to priority.

The monitoring unit 43 is controlled by the server control unit 47, the state information including the call, termination, waiting, post-processing, away, rest of the consultation terminal 71, and the consultation terminal 71 The real-time monitoring information obtained by monitoring the call result in real time and the call result in real time and the cumulative statistical value accumulated in the real-time monitoring information are calculated and applied to the controller. The server controller 47 outputs the real time monitoring information through the integrated display 60 and controls to transmit the real time monitoring information and the cumulative statistical value to the manager terminal 80.

The real-time monitoring information is real-time information on the outbound progress status of the set product, such as the number of call attempts, the completion rate of the entire consultation group (70, 70 ', 70' ') and the number of the consultation terminal 71 logged in, and the customer Outgoing results (busy, 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), the consultation terminal 71 and / or group ( 70, 70 ', 70' ') status information (waiting, outgoing, busy, resting, post-processing, moving seats), and the line status information between each consultation terminal 71 and the exchange 10 , The telephone line status information of the switch 10.

The line status information between the consultation terminal 71 and the exchange 10 is information obtained by checking the connection state between the consultation terminal 71 and the exchange 10 through the exchange connection unit 44. For example, the monitoring unit 43 is in communication with the customer terminal (not shown) in the consultation terminal 71 through the switch 10, whether the call is terminated, waiting before the call or call on hold state Check it.

In addition, the telephone line status information is information that the monitoring unit 43 checks the status of being sent, prepared for or connected in the switch 10.

* The cumulative statistics of the monitoring unit 43 is the total number of outgoing, connected, abandoned, the non-response of the customer terminal (not shown), the busy state of the customer terminal (not shown), call data Statistics on outgoing results, such as errors in telephone numbers included in the table, cumulative statistics on the number of contract successes by product, statistics on outgoing results of call data by group, and details on individual call results of the consultation terminal (71). Statistics (login, waiting, talk time, post-processing time, contract success rate, call data burnout rate and average call time per hour, post-processing time per call data), and statistics on talk time by group of counseling terminal 71 Include.

The exchange connection unit 44 relays the outgoing signal of the counseling terminal 71 to the switchboard 10, and records the call between the customer terminal (not shown) and the counseling terminal 71 after the call connection. 30) interconnect to be stored. That is, the exchange connection unit 44 mediates the consultation terminal 71, the recording server 30, the response server 20, and the exchange 10.

The distribution unit 45 first distributes a call data group having a high priority for each product to a counseling terminal 71 registered as a group 70, 70 ', 70' 'having a high skill level.

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 controller.

The terminal interlocking unit 48 is interlocked with the counseling terminal 71 to check login and / or logout, and outputs the customer information output to the terminal display 714 (see FIG. 3) of the counseling terminal 71. It is linked with each counseling terminal 71 to check the presence and its contents. In addition, the terminal interworking unit 48 allows the real-time chat function and the file transmission and reception between the consultation terminal 71 and mediation so that urgent business delivery or information sharing between the consultation terminal 71 can be performed.

In addition, the terminal interworking unit 48 receives post-processing information of the counseling terminal 71 and acquires whether to talk with a customer terminal (not shown) or whether the contract is successful and call history information to the server controller 47. Send.

The manager interlocking unit 49 interlocks with the manager terminal 80 to transmit real time monitoring information of the monitoring unit 43, receives a management control signal of the manager terminal 80, and applies it to the controller.

When the server controller 47 receives the group classification of the call data and the group 70, 70 ', 70' 'classification information of the counseling terminal 71 from the manager terminal 80, the server control unit 47 determines the setting registration unit 42. By setting and registering the group of call data and the groups 70, 70 ', 70' 'of the counseling terminal 71, the calling mode and the number of distributions are differentially set according to the priority of the call data and the skill of the agent. Control to store in the database (50).

The server control unit 47 transmits customer information to each counseling terminal 71 ′ -73 ″ according to the setting information of the distribution amount for each group of call data stored in the database 50. Here, the server control unit 47 counts the set waiting time after the transmission of the customer information to the consultation terminal 71, and when the set waiting time has elapsed, controls the switch 10 to send a call request and consultation to the corresponding customer terminal. Control the connection between the terminal and the line.

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

The server control unit 47 controls the terminal interlocking unit 48 to enable transmission and reception of messages and files between the consultation terminal 71, and the consultation terminal 71 through the exchange connection unit 44. The switch 10, the response server 20 and the recording server 30 is controlled to mediate.

In addition, the server control unit 47 stores the voice file storing the contents of the call stored with the recording server 30 through the server communication unit 46 in the database 50, and controls the server communication unit 46. To the consultation terminal 71 and the manager terminal 80.

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

3 is a block diagram illustrating a counseling terminal in an outbound system driven in a selective distributable call mode of call data according to the present invention.

Referring to FIG. 3, the counseling terminal 71 includes a log information recording unit 711 for storing log information, an input unit 712 for outputting an input signal of a counselor, the server communication unit 46, and a switch 10. Terminal communication unit 713 communicating with response server 20 and recording server 30, terminal display 714 for outputting customer information received from outbound server 40, and through exchange 10 Call unit 716 for transmitting and receiving a voice signal with a customer terminal (not shown).

The log information recording unit 711 automatically stores, in real time, the information output to the terminal display 714 of the consultation terminal 71 and the input document under the control of the terminal control unit 715, and randomly assigns the stored file name. Record and save log information.

For example, the consultation terminal 71 is set a time for inputting the post-processing information after the end of the call, the log information recording unit 711 is input documents or output information during the input time of the post-processing information Record log information of and save as file.

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

The input module 712a is configured to apply an input signal input from a keyboard to the terminal controller 715 and to select whether or not to be connected when connected to a customer terminal (not shown) from the exchange 10. In this case, the request origination selection signal is applied in the request origination mode and the mixed origination mode.

The request call module 712b requests the switch 10 to transmit the request request selection signal from the input module 712a after the customer information is output to the terminal display 714. In other words, the request is not limited in time, and after the output of the customer information, the request is made by the selection of the counselor.

The terminal display 714 outputs a program for selectively inputting the customer information and the status information of the consultation terminal 71 under the control of the server controller 47.

The terminal controller 715 transmits the input signal of the input unit 712 to the exchanger 10, the server communication unit 46, the response server 20, and the recording server 30 through the terminal communication unit 713, respectively. do. Herein, when the call with the customer terminal (not shown) is terminated through the terminal communication unit 713, the terminal control unit 715 counts the set post processing information input time. When the set post-processing time elapses, the terminal controller 715 controls the terminal display 714 to forcibly terminate the currently output customer information, and outputs the next customer information received from the outbound server 40. To control.

In this case, the terminal controller 715 controls the log information recording unit 711 at the same time as the forced output of the information or input document outputted to the terminal display 714 after the elapse of the post-processing information time to control the document and information. Control to save. If the counselor is forcibly terminated in the situation where the input of the post-processing information is not completed during the set post-processing information input time, it is stored as a file for searching and completing the post-processed information which was later terminated.

In addition, when the request call selection signal is applied from the input module 712a in the request call mode, the terminal controller 715 drives the request call module 712b to request the request call from the exchange 10.

Alternatively, if the terminal control unit 715 is set to the standby call mode, if the line is connected to the switch 10 under the control of the outbound server 40 after the output of the customer information, the call unit 716 Control to transmit and receive the voice signal with the customer terminal.

Alternatively, the terminal controller 715 controls the call unit 716 after receiving the customer information from the outbound server 40 in the predictive calling mode to transmit the voice signal to the customer terminal and the voice signal through the switch 10. Send and receive, and if the call with the customer terminal is not made during the set time, the next customer information is requested to the outbound server 40.

The call unit 716 is provided with a microphone and a speaker as a counseling device of a counselor to listen to the outgoing signal of the switch 10, to receive a voice signal from a customer terminal (not shown), and to transmit a voice signal of the counselor.

The present invention includes the configuration as described above, hereinafter will be described in more detail with reference to the accompanying flowchart of the control method of the outbound system driven in the selective transmission mode achieved through the configuration as described above.

In the control method of the outbound system driven in the selective outgoing mode according to the present invention, the group (70, 70 ', 70' ') of the call data and the counseling terminal 71 in the outbound server 40, the setting of the outgoing mode And an outbound server 40 driving step including a monitoring process, and a counseling terminal 71 driving step of talking and consulting with a customer terminal (not shown) in a predicted call mode or a request call mode.

The outbound server driving step will be described with reference to FIGS. 5 and 6 in FIG. 4 and the driving step of the counseling terminal 71 in the standby call mode and the request call mode.

4 is a flowchart illustrating a driving step of the outbound server in the control method of the outbound system driven in the selective outgoing mode according to the present invention.

Referring to Figure 4, the outbound server 40 driving step is set to one or more groups (70, 70 ', 70' ') according to the skill of the counseling terminal 71, counseling group for setting the outgoing mode and Outgoing mode setting step (S100), call data group setting step (S200) for setting a group of call data according to the possibility of contract success of the product-specific call data, each consultation group (70, 70 ', 70' ') and / Alternatively, a data distribution step (S300) for distributing the set quantity and call data group for each counseling terminal (71), and a monitoring step for monitoring and storing the outbound process of the counseling terminal (71) after the data distribution step (S300). (S400).

The counseling group and origination mode setting step (S100) receives information for each

group

70, 70 ′, 70 ″ of the counseling terminal 71 received from the manager terminal 80 in the outbound server 40. And, it is a step of registering and storing the calling mode, the preceding call time, the waiting time, the post-processing time for each group or each counseling terminal (71 to 73 '') in the database (50).

Here, the manager terminal 80 is a group of one or more counseling terminals 71 configured as one or more counseling terminals 71 according to the proficiency of each counseling terminal 71 (for example, experience or contract success rate for each product). 70 ', 70' ') information is created and sent to the outbound server 40.

Preferably, the counseling groups 70, 70 ', and 70' 'are each outbound target product (for example, insurance, finance, product sales) in consideration of the specialty of the counseling terminal 71 and the possibility of contract success. It can be set differently.

In addition, in the counseling group and outgoing mode setting step (S100), the server controller 47 controls the setup register 42 to determine the outgoing mode, the pre-out time, the waiting time, and the post-processing time of the counseling terminal 71. Differential setting is made for each group 70, 70 ', 70' 'or each counseling terminal 71-73' '.

The call data group setting step (S200) is a step in which the outbound server 40 receives the group information of the call data received from the manager terminal 80 and registers the setting in the database 50.

The manager terminal 80 classifies the call data into one or more groups according to the customer information with reference to the customer information, sets the priority for each group, and transmits it to the outbound server 40.

The outbound server 40 receives the information including the group and priority of the call data received from the manager terminal 80, registers by controlling the setting register 42, and the database 50 Store in

The data distribution step (S300) is a step of differential distribution to each group (70, 70 ', 70' ') classified according to the proficiency according to the priority of the call data set in the outbound server (40). Here, the outbound server 40 adjusts and distributes the amount of call data for each counseling group or counseling terminal 71 according to the priority of the call data group. This will be described with reference to FIGS. 9 and 10 to 12.

9 is a block diagram showing an example of setting an outgoing mode in an outbound system driven in a selective outgoing mode according to the present invention. FIGS. 10 to 12 are times of each outgoing mode in the outbound system and control method according to the present invention. A diagram showing an example of a section.

Referring to FIG. 9, the outbound server 40 includes the first counseling group 70 having the highest level of proficiency, including the performance and the career of the outbound product, in which the predictive calling mode is set so that the group A has the highest priority. Call data and call data of group B are distributed, and the second counseling group 70 'is set to the standby call mode in which the time until the entire counseling terminal is called after the output of the customer information has a waiting time of 20 seconds. The third consultation group 70 ″ is set to the request call mode, the standby call mode, and the mixed call mode.

The third consultation group 70 ″ is set to the mixed call mode, the standby call mode and the request call mode. That is, the first counseling terminal 71 ″ of the third counseling group 70 ″ is set to the request calling mode, and the second counseling terminal 72 ″ is set to a waiting time of 90 seconds. Or it may be set to the mixed call mode.

Here, the standby time (T21, T31) of the standby call mode and the mixed call mode is preferably set differentially for each call data group, counseling terminal and counseling group.

More preferably, the waiting time (T21) of the standby call mode is the difference in the calling time (A) for the call request after the customer information is output from the outbound server by group of call data, counseling terminal and counseling group It is possible to adjust the information output section (T2) by setting.

In addition, the first counseling group 70 set to the predictive calling mode predicts the current counseling handling end time of the counseling terminals 71 to 73 and requests the preceding call to the exchange 10 to terminate the current counseling process. At the time of B (information output), customer information is sent to the consultation terminal. For example, the outbound server 40 predicts the current consultation task processing time point of the consultation terminal 71 to 73 and sends a request to the exchange 10 15 seconds before the end, and 1 minute after the start of the call. Abandonment time is set so that a call with a customer terminal can be established within a while. Here, if the call between the customer terminal and the counseling terminals 71 to 73 is not connected until the set abandon time, the first counseling group 70 may cancel the transmission of the current customer terminal and request the next call data.

Here, the outbound server 40 transmits customer information to the counseling terminals 71 '' to 73 '' set to the standby calling mode among the counseling terminals 71 'to 73' ', and then counts the set waiting time. do. When the set waiting time elapses, the outbound server 40 controls the switch 10 and sends it to the customer terminal, and controls the exchange connection unit 44 to control the customer terminal and the counseling terminal 71 '~. 73 ''). If the call between the customer terminal and the consultation terminal 71 '~ 73' 'is not connected by the set connection abandon time, the call of the current customer terminal can be canceled and the next call data can be requested.

The monitoring step (S400) checks the status and post-processing information of the consultation terminal 71 in real time after the data distribution step (S300) to calculate the real-time monitoring information and cumulative statistics to the integrated display (60) and manager A step of transmitting to the 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 it to the integrated display 60, and calculates a cumulative statistical value of the real time monitoring information. To the manager terminal.

The cumulative statistical value of the monitoring unit 43 is the total number of outgoing calls, the number of connections, the number of abandonment, the number of non-response of the customer terminal (not shown), the call of the customer terminal (not shown), and the error of the call data. Statistics on outgoing results including (incorrect or no phone number) and outgoing results by outgoing mode, cumulative statistics on contract successes by product, outgoing results of call data by group, and counseling terminal (71 Detailed statistics on call performance by individual (login, waiting, talk time, post-processing time, number of successful contracts, call data burnout rate and average call time per hour, post-processing time per call data), and consultation terminal (71) Includes statistics on talk time by group.

The server controller 47 outputs real-time monitoring information and cumulative statistical values transmitted from the monitoring unit 43 through the integrated display 60 and at the same time the manager terminal 49 through the manager interlocking unit 49. 80).

The manager terminal 80 outputs real time monitoring information received from the outbound server 40. Therefore, the manager uses the manager terminal 80 to exhaust the call data for each counseling group (70, 70 ', 70' ') and the counseling group (70, 70', 70 '') and the counseling terminal (71). The current status can be checked for efficient management and evaluation.

The outbound server 40 stores the real-time monitoring information and the cumulative statistical value of the monitoring unit 43 as described above in the database 50. As described above, real-time monitoring information and cumulative statistical values stored in the database 50 may be searched and transmitted from time to time at the request of the manager terminal 80.

The driving step of the counseling terminal 71 is driven as one of a predicted call mode, a standby call mode, a request call mode and a mixed call mode, which will be described with reference to FIGS. 5 to 8 below.

5 is a flowchart illustrating a standby call step during a driving step of a counseling terminal in a control method of an outbound system driven in a selective calling mode according to the present invention.

Referring to FIG. 5, the driving step of the counseling terminal 71 includes a customer information receiving step S211 for receiving call data and customer information and a standby state set after the output of the customer information in the customer information receiving step S211. After the time elapses, the call connection determination step (S212) of determining whether the call is connected, and when the call connection with the customer terminal (not shown) in the call connection determination step (S212) and the call with the customer terminal (not shown) A call step (S213) for counting connection and time, a post-processing time counting step (S214) for counting a set post-processing time when the call of the call step (S213) ends, and the post-processing time counting step (S214) When the counting is terminated, the log information recording step (S215) of forcibly terminating the currently output customer information and document input program and generating a file recording the log information.

The customer information receiving step S211 is a step in which the terminal communication unit 713 receives call data from the distribution unit 45 of the outbound server 40. As described above, the call data is distributed to the counseling terminal 71 according to the priority of each group given for each product.

Here, the outbound server 40 searches for a counseling terminal capable of making a call in the counseling group distributed according to the priority of each group of call data and transmits customer information. At this time, the outbound server 40 starts counting the set waiting time in the standby call mode. Therefore, when the customer information is received through the terminal communication unit 713, the terminal controller 715 controls the terminal display 714 to output the customer information.

The call connection determination step (S212) is a step of determining whether or not the call with the customer terminal (not shown) after the customer information receiving step (S211). Here, the outbound server 40 counts the set waiting period T21 after transmitting the customer information to the counseling terminal 71, and the time corresponding to the set waiting period T21 has elapsed. When A) is requested, the exchange 10 is requested to send. The outbound server 40 connects a line between the customer terminal and the consultation terminal 71 through the exchange connection unit 44.

In this case, the consultation terminal 71 is connected to the call with the customer terminal during the connection section T22 in which the information output section T2 ends from the sending time A requested to be sent to the customer terminal in the information output section T2. Judge. In addition, the information output section T2 may be set long or short as the outbound server 40 adjusts the origination time A for each product, group of call data, counseling terminal, and counseling group.

In this case, the waiting section T21 may be set arbitrarily from the manager terminal 80, but may be automatically calculated and set through the information output section T2 set by the outbound server 40. .

For example, the outbound server 40 calculates and stores the average connection time (average connection section) from the origination time (A) to the call connection time (C) in the database 50. At this time, the information output section (T2) is input by the manager terminal (80).

Therefore, the outbound server 40 may automatically calculate and set the standby section T21 by subtracting the average connection time T22 from the entire information output section T2 input from the manager terminal 80.

Therefore, the terminal control unit 715 controls the call unit 716 when the voice signal is received on the line connected to the exchange 10 through the terminal communication unit 713 during the connection section T22. Enable communication with a terminal (not shown).

Alternatively, the terminal controller 715 requests a new call data from the outbound server 40 when the call is not connected to the customer terminal during the connection section T22.

The call step (S213) is connected to the customer terminal (not shown) through the call unit 716 during the connection section (T32) in the call connection determination step (S212), the terminal control unit 715 The counting time after transmitting a status signal indicating the busy state to the outbound server 40. The outbound server 40 acquires state information of the counseling terminal 71 through the terminal interlocking unit 48 and controls to update real-time monitoring information on the integrated display 70.

At this time, the call unit 716 receives and outputs a voice signal with the customer terminal (not shown), and transmits a voice signal of a counselor input through a microphone to the customer terminal (not shown).

In the post-processing time counting step (S214), the terminal controller 715 counts a set post-processing time when the call end selection signal is applied from the input module 712a or the call end signal is applied by the customer terminal. to be. When the call termination signal is applied, the terminal controller 715 outputs a document for inputting post-processing information including a call result with the customer terminal (not shown).

Therefore, the counselor manipulates the input unit 712 during the set post-processing time and inputs a result of a call with a customer terminal (not shown), for example, contract success or consultation reservation.

In the log information recording step (S215), when the post-processing time set in the post-processing time counting step (S214) has elapsed, the terminal controller 715 forcibly terminates the input document of the post-processing information and logs in which log information is stored. Creating and saving a file. The log file is preferably stored as a file name having a file name or an identifier for distinguishing a creation date or a call data of the corresponding input document.

Although the log information as described above is forcibly terminated in the state in which the post-processing information is not completed during the set post-processing time, the agent can read the log file in the spare time and resume the input of the document. Make sure

6 is a flowchart illustrating a request sending step of a counseling terminal in a control method of an outbound system driven in a selective calling mode according to the present invention.

Referring to FIG. 6, the request sending step of the consultation terminal 71 includes a request for receiving customer data (S221) for receiving call data and customer information (S221) and a request after outputting customer information in the customer information receiving step (S221). Request outgoing command determining step (S222) to determine that the outgoing command is selected, the request outgoing request step (S223) and the request outgoing request step of the outgoing request when the requesting outgoing command is authorized in the request outgoing command determining step (S222); (S223) After the call connection determination step (S224) to determine whether or not to connect the call, if the customer terminal (not shown) and the call connection in the call connection determination step (S224) and call connection with the customer terminal (not shown) And a call step (S225) for counting a talk time, a post-processing time counting step (S226) for counting a set post-processing time if the call is terminated after the call step (S225), and the post-processing time counting step ( S226) When the counting is completed and a log data recording to kill the current output and the customer information document input program, and creates a file recording the log information step (S227).

The customer information receiving step S221 is a step in which the terminal communication unit 713 receives customer information from the distribution unit 45 of the outbound server 40.

The request call command determination step (S222) is a step in which the terminal controller 715 determines whether a request call command is authorized from the input unit 712.

The request transmission is a transmission command selectively input by the counseling terminal 71 without a waiting time set after receiving customer information from the outbound server 40 and outputting it to the terminal display 714.

That is, the request call mode has a merit that the contract success rate is higher as a counselor has sufficient time and knows the information of the customer and can talk to the customer terminal (not shown) in a state where a strategy is established. .

In the request call request step (S223), when a request call selection signal is applied from the input module 712a in the request call command determination step (S222), the request call request module 712b is driven to send a request to the exchange 10. It's a step. Here, when the request call selection signal is applied from the input module 712a after the output of the customer information, the terminal controller 715 drives the request call module 712b to send a request to the exchange 10. That is, the request transmission has no set waiting time, and after the output of the customer information can be requested by the selection of the counselor.

The call connection determination step (S224) is a step of determining whether the call with the customer terminal (not shown) after the call request step (S223). The terminal controller 715 determines whether a call is made through the input signal of the input module 712a. For example, the consultation terminal 71 outputs a message including a menu such as a call connection and a call termination to the terminal display 714 at the same time as the call. Thereafter, the terminal controller 715 determines whether the call is successful through the menu selected from the call connection and the end of the call.

Therefore, the consultation terminal 71 checks the message of the exchange 10 output through the terminal display 714, and if the call with the customer terminal (not shown) for a set time does not select the call termination, or the customer If connected to a terminal (not shown), select the Connection menu.

In the call step (S225), a connection menu is selected in the call connection determination step (S224), and a counselor starts a call with a customer terminal (not shown) through the call unit 716, and the terminal control unit 715 The terminal transmits the call state information of the counseling terminal 71 through the terminal communication unit 713 and counts the call time.

In addition, the outbound server 40 acquires state information of the counseling terminal 71 through the terminal interlocking unit 48 and controls to update and output real-time monitoring information to the integrated display 60.

Here, when the call termination menu is selected in the call connection determination step (S224), the terminal controller 715 transmits a call result for the corresponding call data to the outbound server 40, and the customer information of the next call data. Receive

The post-processing time counting step (S226) is a step in which the terminal controller 715 counts the set post-processing time when the selection signal of the call end menu is applied from the input module 712a. When the selection signal of the call termination menu is applied, the terminal controller 715 outputs a document for inputting post-processing information including a result of a call with the customer terminal (not shown).

Therefore, the counselor manipulates the input unit 712 during the set post-processing time and inputs a call result with a customer terminal (not shown), for example, contract success or consultation reservation.

In the log information recording step (S227), when the post-processing time set in the post-processing time counting step (S216) has elapsed, the terminal controller 715 forcibly terminates the input document of the post-processing information and logs in which log information is stored. Creating and saving a file. The log file is preferably stored as a file name having a file name or an identifier for distinguishing a creation date or a call data of the corresponding input document.

7 is a flowchart illustrating a predictive calling step of the outbound server in the control method of the outbound system according to the present invention.

Referring to FIG. 7, the predicted outgoing step of the outbound server 40 is described as a counseling terminal (hereinafter referred to as counseling terminals 71 to 73 of the first group 70) which can be called after the preceding outgoing call section T11. Search step (S231) to search the call data stored in the database (50) and the preceding call request step (S232) to request to send to the customer terminal, and the counseling terminal (71) retrieved in the search step (S231) Customer information transmission step (S233) for transmitting customer information to the customer information, a call connection determination step (S234) for determining whether a call between the customer terminal and the consultation terminal (71 to 73) is connected, and the consultation terminal (71 to ...). A storage step (S235) of updating and storing the monitoring information of step 73) and a next information retrieval step (S236) of retrieving the next information if the call is not connected in the call connection determination step (S234).

The retrieval step (S231) is a prediction call mode of the group (70 ~ 70 '') or counseling terminal (71 ~ 73 '') of each counseling terminal registered in the database 50 in the outbound server 40 Searching for the counseling terminals 71 to 73 in which the business process of the current counseling case can be completed (callable) at the time of B (information output) in the first group 70 set as. In this case, the outbound server 40 checks the counseling terminals 71 to 73 of the first group 70 so that the business process of the current counseling case is predicted to be terminated after the preceding call section T11 (hereinafter referred to as the first). A first group of counseling terminals 71 will be described as an example.

The preceding call request step (S232) is a step of requesting a preceding call to the exchange before the call data stored in the database 50 is retrieved from the outbound server 40 and outputted to the counseling terminal 71. The outbound server 40 searches for a group of call data allocated to the counseling terminal 71 among the call data groups stored in the database 50 according to a priority level, and sends an outgoing request to the exchange 10.

The customer information transmission step (S233) is a step in which the outbound server 40 transmits customer information when the processing of the current consultation is completed to the consultation terminal 71 searched in the search step S231.

At this time, the connection section T1 of the predictive calling mode is the customer information in the counseling terminal 71 for a time C until the connection to the counseling terminal 71 after the call request to the customer terminal in addition to the preceding calling section T11. It is set to have an information output section (T12) that can be understood.

For example, if the outbound server 40 has set the average call connection time from the call request to the customer terminal to the call with the counseling terminal as 30 seconds, the customer information is output to the counseling terminal 71. After the request for transmission 20 seconds (prior call section T11) before the call, the counselor can check the customer information output to the terminal display 714 for 10 seconds (information output section T12).

The call connection determination step (S234) is a step in which the outbound server 40 determines whether a call connection between the customer terminal and the consultation terminal 71 after the customer information transmission step (S233). The consultation terminal 71 checks the customer information received from the outbound server 40 in the customer information transmission step (S233) and then talks to the customer terminal by the exchange connection unit 44 of the outbound server 40. The line is connected.

At this time, the customer terminal may be busy or other non-callable state. Therefore, if the consultation terminal 71 does not make a call with the customer terminal, the outbound server 40 searches for the next customer information.

In the storing step (S235), when the consultation terminal 71 and the customer terminal period call is made in the call connection determination step (S234), the monitoring information of the consultation terminal 71 is updated in the outbound server 40 And counting the talk time and storing log information. Here, the consultation terminal 71 may proceed to the post-processing and log information recording steps (S213 to S215, S225 to S227) of the above-described standby call step and request call step after the call is completed.

The next information retrieval step (S236) is a step in which the outbound server 40 searches the database 50 in the call connection determination step S234, searches for the next call data, and then sends a request to the exchange.

8 is a flowchart illustrating a mixed call step of a counseling terminal in a control method of an outbound system according to the present invention.

Referring to FIG. 8, in the mixed sending step of the counseling terminal, a waiting time for counting a set waiting time when receiving customer information in step S241 for receiving customer information and receiving customer information in the customer information receiving step S241. Counting step (S242), after the output of the customer information request request command determining step (S243) and the request to send the request request command in step S243, if the request originating command is authorized in the request to send Request sending step (S244), and if the request sending command is not authorized during the waiting time set in the request sending command determination step (S243), automatic sending step (S245) and the request sending step (S223) or automatic sending Call connection determination step (S246) to determine whether or not to connect to the call after step (S245), and if the customer terminal (not shown) is connected to the call in the call connection determination step (S246) the usual consultation terminal ( 71 '' ~ 73 '') connecting a call with a customer terminal (not shown), counting a call time (S247), and counting the set post-processing time if the call is terminated after the call step (S247). After the counting of the post-processing time counting step (S248) and the post-processing time counting step (S248), the log information recording step of forcibly terminating the currently output customer information and document input program and generating a file recording the log information (S249).

The customer information receiving step S241 is a step in which the terminal communication unit 713 receives customer information from the distribution unit 45 of the outbound server 40. Here, the outbound server 40 searches for any one of the groups of call data assigned to the counseling terminals 71 '' to 73 '' and sets the counseling terminal 71 '' to 73 '' in a mixed call mode. Sent to the counseling terminal that is available to talk.

The waiting time counting step (S242) is a step of counting the set waiting time after the terminal controller 715 receives the customer information. The information output section T3 is a waiting section T31 that waits until the request originating request is authorized from the consultation terminal 71 after the output time B at which customer information is received, and during the waiting section T31. If there is no outgoing request, it includes a connection section (T32) set as a time (C) from the outgoing time (A) to automatically make a call request.

The waiting period T31 may be differentially set according to the transmission time A which is selectively set according to the priority of call data and the skill of the counseling terminal in the outbound server 40.

The request call command determination step (S243) is a step in which the terminal controller 715 determines whether a request call command is applied from the input unit 712 during a waiting period T31 of a waiting time.

The request call step (S244) is driven by the request call module 712b when the request call selection signal is input from the input module (712a) during the waiting period in the request call command determination step (S222) to the switch 10 It is a step for making a call request. Here, when the request call selection signal is applied from the input module 712a after the output of the customer information, the terminal controller 715 drives the request call module 712b to send a request to the exchange 10. That is, the request call in the mixed call mode may request the call by the selection of the counselor during the set waiting period.

The automatic call step (S245) is a step for automatically transmitting a request from the terminal controller 715 to the exchange when the request call selection signal is not applied for the waiting time set in the request call command determination step (S243). At this time, if the request originating selection signal is not applied until the set originating time A is reached during the waiting time T31, the terminal controller 715 makes a request for originating to the exchange 10 at the A (sending time). do. Therefore, the exchange 10 transmits to the customer terminal during the set connection section T32, and terminates the transmission if the communication between the customer terminal and the consultation terminal 71 '' is not made by the connection abandon time and retrieves new customer information. And output to the consultation terminal 71''73 ''.

Alternatively, the automatic call step (S245) may be made by the control of the outbound server 40. Such automatic call control by the terminal control unit 715 or the outbound server 40 can be applied according to the designer's or operator's choice.

The call connection determination step (S246) is a step of determining whether the call with the customer terminal (not shown) after the request call step (S244) and the automatic call step (S245). The terminal controller determines whether a call is made during the set connection section T32.

Alternatively, as another embodiment, the terminal controller 715 determines whether a call is made through the input signal of the input module 712a. For example, the counseling terminal 71 ''-73 '' outputs a message including a menu such as a call connection and a call termination to the terminal display 714 at the same time as the call. Thereafter, the terminal controller 715 determines whether the call is successful through the menu selected from the call connection and the end of the call.

Accordingly, the counseling terminals 71 '' to 73 '' check the message of the switch 10 output through the terminal display 714 through the input module 712a, and the customer terminal (not shown) for a set time. If the call does not work, select End call or, if connected to the customer terminal (not shown), select the call connection menu.

The call step (S247) is when the connection menu is selected in the call connection determination step (S246) or the counselor initiates a call with a customer terminal (not shown) through the call unit 716, the terminal control unit 715 ) Transmits the call state information of the counseling terminals 71 '' to 73 '' through the terminal communication unit 713, and counts the call time.

The outbound server 40 obtains the state information of the counseling terminals 71 '' through 73 '' through the terminal interlocking unit 48 to update and output real-time monitoring information to the integrated display 60. To control.

In this case, the terminal control unit 715 does not make a call with the customer terminal during the connection section T32 in the call connection determining step S246 or when a call end menu is selected, the call result for the call data is out. It transmits to the bound server 40, and receives next customer information.

The post-processing time counting step (S248) is a step in which the terminal controller 715 counts the set post-processing time when the selection signal of the call termination menu is applied from the input module 712a. When the selection signal of the call termination menu is applied, the terminal controller 715 outputs a document for inputting post-processing information including a call result with the customer terminal (not shown).

In the log information recording step S249, when the post-processing time set in the post-processing time counting step S216 elapses, the terminal controller 715 forcibly terminates the input document of the post-processing information and logs in which log information is stored. Creating and saving a file. The log file is preferably stored as a file name having a file name or an identifier for distinguishing a creation date or a call data of the corresponding input document.

As described above, the control method of the outbound system driven by the selective calling mode according to the present invention sets a group of call data according to the customer's inclination and the priority of each product, and sets each calling mode according to the corresponding product and the skill of the counselor. As a result, the contract success rate can be increased and the productivity of each agent can be increased.

The present invention is applicable to a computer system for customer service in banks, insurance, securities, aquatic product sales, electronics and machinery manufacturing, automobile sales, and when applied, the counselor checks customer information and product information to ensure efficient work progress. It is possible to increase the productivity and the contract success rate of counselors.

Claims

A database storing call data and customer information including a telephone number of a customer terminal;

A consultation terminal receiving call data and customer information stored in the database and talking to a customer terminal;

An exchange that transmits and makes a call to the customer terminal according to a call request from the consultation terminal or an outbound server; And

The call data stored in the database is distributed to the counseling terminal, and when the set waiting time elapses after the transmission of the customer information to the counseling terminal, the selective outgoing mode includes an outbound server that automatically controls the exchange to request the outgoing call. Powered outbound system.
The method of claim 1, wherein the waiting time

Outbound system is driven in the selective calling mode is set to the time from the time the customer information is output from the consultation terminal to the call.
The method of claim 2, wherein the waiting time is

Outbound system driven in the selective calling mode, characterized in that the differential setting according to the consultation terminal, customer information and goods.
The server of claim 1, wherein the outbound server is

If the outgoing request is received from the consultation terminal during the waiting time, the outbound system driven in the selective outgoing mode, characterized in that for controlling the exchange to send to the customer terminal.
The method of claim 1,

The outbound server

Outbound system driven by selective calling mode, characterized in that the priority is set for each of the counseling terminals, and divided into one or more groups for each priority and the differential time is set according to the priority of each counseling terminal or group. .
The method of claim 1, wherein the consultation terminal

An input module for outputting an outgoing command; And

And an outgoing command outputted from the input module after receiving and outputting customer information from the outbound server.
A database storing call data and customer information including a telephone number of a customer terminal;

A consultation terminal receiving call data and customer information stored in the database and talking to a customer terminal;

An exchange that transmits and makes a call to the customer terminal according to a call request from the consultation terminal or an outbound server; And

An outbound server for distributing call data stored in the database to the counseling terminal;

The outbound server

After the preceding call request to the exchange to send the customer information to the counseling terminal to connect the call to the customer terminal, the preceding call section until the customer information is sent to the counseling terminal after the call request from the exchange to the customer terminal, A prediction call mode including an information output section until the call is connected after the preceding call section;

A standby call mode for connecting a call with the customer terminal when a set waiting time elapses after transmitting the customer information to the counseling terminal; And

An outbound system driven by a selective calling mode for setting a calling mode of the counseling terminal as any one of request calling modes in which the customer terminal makes a call connection by selecting the counseling terminal after sending customer information to the counseling terminal. .
The method of claim 7, wherein the call mode is

After sending the customer information to the counseling terminal, if a call request is received from the counseling terminal for a set waiting time, the client terminal and the counseling terminal are connected during a call,

If the outgoing request is not received from the counseling terminal during the waiting time, the outbound system driven by the selective outgoing mode further comprises a mixed outgoing mode for automatically making a call to the exchange to connect to the counseling terminal.
The method of claim 7 or 8, wherein the waiting time

An outbound system driven in a selective outgoing mode, characterized in that the differential is set according to the priority of one or more groups classified by one or more counseling terminals.
The method of claim 7 or 8, wherein the waiting time

An outbound system driven in a selective calling mode, characterized in that the differential setting according to the product information and customer information.
The method of claim 7 or 8, wherein the outbound server is

Calculate the average connection time from the call request to the customer terminal to the call connection,

An outbound system driven in a selective outgoing mode, characterized in that the waiting time is automatically calculated and set by subtracting the average connection time from the information output section set as the total time at which the customer information is output from the consultation terminal.
The method of claim 7, wherein the counseling terminal is

An input module for outputting an outgoing command; And

And an outgoing command outputted from the input module after receiving and outputting customer information from the outbound server.
An outgoing mode setting step of setting up an outgoing mode such that a call is connected to a counseling terminal by making a call request to a customer terminal through an exchange at a set time;

After the calling mode setting step, the call data is allocated to each counseling terminal group or counseling terminal, a data distribution step of setting a distribution quantity, a customer information transmission step of searching and transmitting customer information according to priority, and the customer terminal. An outgoing request step for making an outgoing request; And

And a monitoring step of monitoring whether the consultation terminal and the client terminal call success, call time, call data usage and outgoing result,

The calling mode is

After searching the counseling terminal capable of a call after a set time, requesting a prior call to the exchange, and transmitting and outputting customer information to the counseling terminal, after the call request is sent to the client terminal from the exchange, the customer information is transmitted to the counseling terminal A prediction call mode including a preceding call section until the call and an information output section until the call is connected after the preceding call section;

A standby call mode for automatically sending a request to the exchange when a set waiting time elapses after the output of the customer information from the consultation terminal;

A request sending mode that is sent to the exchange by selection of the counseling terminal after output of customer information from the counseling terminal; And

If there is no outgoing request by the selection of the consultation terminal during the set waiting time, the control method of the outbound system is driven in a selective outgoing mode including at least one or more of the mixed outgoing mode is automatically requested to the exchange.
The control method according to claim 13, wherein the preceding call section is differentially set by customer information, by product, and by counseling terminal.
The method of claim 13, wherein the standby call mode is

It includes a waiting period from the output time of the customer information to the outgoing time to start the call to the customer terminal, and a connection section is set up from the outgoing time to the call connection,

The standby section is controlled in the outbound system driven in the selective calling mode, characterized in that the differential is set by the customer information, by product, by counseling terminal.
The method of claim 13, wherein the standby call mode is

It includes a waiting period from the output of the customer information to the outgoing time to start the call to the customer terminal, and a connection section is set up from the outgoing time to the call connection,

The waiting section is

The control method of the outbound system, characterized in that calculated and set by subtracting the average connection time calculated as the average value of the connection section in the set total time.
The method of claim 13, wherein the control method of the outbound system driven in the selective calling mode is

Receiving customer information for receiving and outputting customer information from the outbound server;

A call connection determining step of determining whether a call is connected with the customer terminal after the waiting time set in the customer information receiving step has elapsed; And

And a call step of transmitting / receiving a voice signal with a customer terminal when a call is connected in the call connection determining step.
The method of claim 13, wherein the control method of the outbound system driven in the selective calling mode is

Receiving customer information for receiving and outputting customer information from the outbound server;

A request originating command determining step of determining whether a request originating selection command is authorized after the customer information receiving step;

A call request step of requesting a request call to the exchange when a request call selection command is authorized in the request call command determination step;

A call connection determining step of determining whether a call is connected with a customer terminal after the call request step; And

Control method of the outbound system driven in the selective calling mode comprising the request sending step of the counseling terminal comprising a call step of transmitting and receiving a voice signal with a customer terminal when the call is connected in the call connection determination step.
The method of claim 13, wherein the control method of the outbound system driven in the selective calling mode is

A customer information receiving step of receiving customer information from the outbound server;

A request call command determining step of determining whether a request call selection command is authorized during a waiting time set after the receiving of the customer information;

A request sending step of sending a request to the exchange when a request sending selection command is authorized in the request sending command determining step;

If the request call selection command is not authorized during the waiting time in the request call command determination step, an automatic call step is automatically sent to the exchange under the control of the outbound server to connect to the customer terminal;

A call connection determining step of determining whether a call is connected with a customer terminal after the request sending step or the automatic sending step; And

Control method of the outbound system driven in the selective outgoing mode further comprising a mixed call step of the counseling terminal comprising a call step of transmitting and receiving a voice signal with a customer terminal when the call is connected in the call connection determination step.
The method of claim 13, wherein the driving of the outbound server

A search step of searching for a counseling terminal capable of calling before the output time of the set customer information;

A call request step of sending a call request to a customer terminal;

A customer information transmission step of transmitting customer information to the consultation terminal searched in the search step;

A call connection determining step of determining whether a call is connected with a customer terminal within a connection period set from an output time of the customer information set after the customer information transmitting step to a call connection time; And

And a storage step of updating and storing the call result and status information of the counseling terminal in the call connection determining step.
The method according to any one of claims 17 to 19,

A post-processing information input time counting step of driving a post-processing information input document program for inputting a call result and counting a set post-processing information input time when the call ends in the call step; And

Optionally further comprising a log information recording step of forcibly terminating the post processing information input document program and generating and storing a log information file when the post processing information input time set after the post processing information input time counting step has elapsed. Control method of outbound system driven in mode.