JP2001188793A - Telemarketing system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To solve the problem that a response time is wasted due to reference to all customer master information at the time of retrieving customer information in telemarketing operation. SOLUTION: The call list of objective customers for each campaign is prepared so that reponse can be quickened by referring to only the call list at the time of retrieving customer information. Thus, it is possible to improve operation efficiency.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a means for extracting and storing customer data in a telemarketing system for providing information guidance and sales activities to customers by telephone.

[0002]

2. Description of the Related Art Generally, in a conventional telemarketing system, a telemarketing operator (hereinafter simply referred to as an operator) searches for information data of a certain customer from an operator terminal in a specific campaign operation. A method has been adopted in which all customer master data is referred to as a search target and a record that matches a customer number serving as a key is simply searched. In general, when customer information is required in a telemarketing business, the target range of the customer may be sufficient if it is searched only from customer data conditioned on a specific campaign or the like performed in the business.

[0003]

However, in such a system as described above, when searching for information data of a certain customer, all customer master data is referred to, so that extra time is required until a search result is obtained. In the operator's job, extra idle time occurs due to the search waiting. This means that as the master data volume of all customers becomes enormous, the search waiting time becomes remarkable, and the operation efficiency is significantly reduced. SUMMARY OF THE INVENTION It is an object of the present invention to improve the above-described customer search means and to provide means for significantly improving the work efficiency of the operator.

[0004]

According to the present invention, in order to solve the above-mentioned problems, in a telemarketing system for communicating information to a customer by telephone and conducting sales activities, a master of all customers held in a database server is provided. Means for extracting only target customer data under certain conditions from the data, wherein the extracted customer data is the same as or different from the database server holding master data of all customers And the extracted customer data is referred to in order to search for the customer data at the terminal.

[0005]

BEST MODE FOR CARRYING OUT THE INVENTION

Embodiments of the present invention will be described below in detail with reference to the drawings. The embodiment will be described using an example of a system generally used in a financial institution. FIG. 1 is a system configuration diagram of a system related to the present invention. The database server 11 is composed of devices such as personal computers and workstations, and has a database (hereinafter referred to as DB) for customer information and the like and DB management software. The segment server 12 is composed of devices such as personal computers and workstations, and has a database (hereinafter referred to as DB) for all customer information masters and the like.
) And DB management software. In the present embodiment, the database server 11 and the segment server 12 are separated from each other in consideration of the effect of load distribution to the DB. However, a server in which both are integrated may be used.

[0006] The supervisor terminal 13 is a terminal used by an operator who has been determined as a supervisor particularly in the business to support and manage the entire telemarketing business, and includes devices such as personal computers and workstations. The operator terminal 14 is a terminal that is used by an operator who actually communicates sales information of campaign information to customers by telephone, and also includes devices such as personal computers and workstations. The above devices are connected by a communication line 15 having a function of transmitting and receiving data to and from each other.
In this configuration, one device is used for each device, but a plurality of devices are connected depending on the actual system scale.

FIG. 2 is a hardware configuration diagram common to the database server 11, the segment server 12, the supervisor terminal 13, and the operator terminal 14. That is, each device includes a processor 21, a memory 22, a communication control unit 23, a hardware (hereinafter referred to as HD) control unit 24, an HD unit 25, a manual input unit 26, and a screen display unit 27. However, the database server 11 and the segment server 1
In 2, the hand input unit 26 or the screen display unit 27 may not necessarily be included in the configuration. The constituent devices will be described below.

The processor 21 is, for example, a CPU (Cent
ral Processing Unit) for controlling the entire apparatus and processing various information.
The memory 22 is, for example, a RAM (Random Accesses).
s Memory) or ROM (Read Only Memory)
(ory) for temporarily storing information such as software and files necessary for processing in the processor 21. The communication control unit 23 is connected to the communication line 15 and controls data communication with another device.

The HD control unit 24 controls the HD unit 25. The HD unit 25 includes a hard disk device, and stores data to be processed by the processor 21 and software and files necessary for the processing. H in the database server 11 and the segment server 12
The D unit 25 has a function as a DB. The manual input unit 26 is composed of, for example, a keyboard device and a mouse device, and is used by an operator to perform operations such as data input. The screen display unit 27 is, for example, a CRT (Cath
mode (Ray Tube) device and the processor 2
The data to be processed in step 1 is displayed to the operator.

Next, the software configuration will be described.
FIG. 3 is a software configuration diagram of the system of the present invention.
The database server 11 and the segment server 12 have an operating system (hereinafter referred to as OS) and a software configuration including communication software 31 and DB management software 32. The software is stored in the memory 22 or the HD unit 25, respectively. The OS and the communication software 31 are necessary for the database server 11 and the segment server 12 to perform communication and various types of information processing. The DB management software 32 is provided in the HD section 25 of the database server 11 and the segment server 12.
It manages the maintenance and input / output interface of the DB stored in the database.

Each of the supervisor terminal 13 and the operator terminal 14 has a software configuration including an OS and communication software 33 and telemarketing software 34. still,
These softwares are stored in the memory 22 or H, respectively.
It is stored in the D section 25. OS and communication software 33
Is for performing communication and various types of information processing. The telemarketing software 34 is application software for a supervisor who is a manager of the telemarketing system at the supervisor terminal 13 to manage and operate the system. The operator terminal 14
Then, for example, a customer call list stored in a DB in the database server 11 described later is read,
Also, the application software is for the operator to perform a normal business, such as storing the business results in the database server 11.

FIG. 4 shows a DB configuration diagram in the present system. The database server 11 includes a system table 41 for storing environment information of the system, a performance table 42 for storing performance data of telemarketing business,
In the telemarketing business which is characteristically provided in the present invention, in particular, for each campaign, it has a customer call list system table 43 for storing data of customers who have met the conditions as targets of the campaign. On the other hand, the segment server 12 has an all-customer master table 44 that stores master data of all customers.

Next, in the present system having the above-described hardware configuration, functions realized by the above-described software configuration will be described with reference to the block diagram of the functions of each device in the present invention shown in FIG.

First, the database server 11 includes a campaign target customer information storage unit 11a. This area is called by the campaign target customer information storage requesting means 12c, which will be described later, and is accessed only when the campaign target customer data is received from the segment server 12 and the campaign is performed during the telemarketing operation, that is, the area of the database server 11 This is means for storing data in the customer call list system table 43.

Next, the segment server 12 is provided with a campaign target customer determining means 12a. This is called by the campaign target customer number extraction requesting means 13b of the supervisor terminal 13 to be described later, extracts the number of customers to be campaigned from the all customer master table, and passes the number information to the supervisor terminal 13.

Next, campaign target customer information extracting means 1
2b. This is a supervisor terminal 1 described later.
3, which is called by the campaign target extraction requesting means 13c, extracts customer information targeted for the campaign from all customer master tables, and stores the result in a temporary area.

Next, a campaign target customer information storage requesting means 12c is provided. This is a campaign target customer information transfer request means 13d of the supervisor terminal 13 which will be described later.
The campaign target customer information storage unit of the database server 11 is requested to transfer the information created by the campaign target customer information extraction unit 12b and stored in the temporary area to the customer call list system table of the database server 11. 11a.

Next, the supervisor terminal 13 is first provided with a campaign design means 13a. This is to design the conditions of a customer who is a target of a certain campaign, such as a periodic maturity guide and a pension guide, when performing a telemarketing business. It is a means to determine the condition of how to choose.

Next, a campaign target customer number extraction request means 13b is provided. This is a means for outputting the number of target customers of the campaign designed by the campaign designing means 13a to the screen display unit 27 of the supervisor terminal 13.

Next, campaign target customer extraction request means 1
3c. This is the campaign design means 13a
This is a means for requesting the campaign target customer information extracting means 12b of the segment server 12 to extract the customers who are the targets of the campaign designed in.

Next, a campaign target customer information transfer requesting means 13d is provided. This is the campaign design means 1
This is a means for requesting the campaign target customer information storage requesting means 12c of the segment server 12 to transfer the customer data targeted for the campaign designed in 3a to the customer call list table 43 of the database server 11.

Next, the operator terminal 14 is provided with customer information retrieval means 14a. This is done by retrieving necessary customer data, for example, customer data to be called from the campaign target customer information stored in the customer call list table 43 by the campaign target customer information storage means 11a of the database server 11. Means.

An example of operation based on the specifications and functions configured as described above will be described. FIG. 6 is a flowchart of the operation of the present invention. First, supervisor terminal 1
In step 3, the campaign design means 13a designs customer attribute conditions to be extracted as a campaign target to be performed in a business (S601).

Next, the number of campaign target customers matching the designed customer extraction condition is executed by calling the stored procedure of the segment server 12 prepared as the campaign target customer determination means 12a by the campaign target customer number extraction request means 13b. (S602).

Here, S601 and S602 are repeated until the number of customers suitable for conducting the actual campaign is reached.

After the number of campaign target customers has been determined, the campaign target customer information extraction means 12b of the segment server 12 is operated by the campaign target customer extraction request means 13c.
Then, only the campaign target customer data is extracted from the all customer master system table of the segment server 12 by calling the stored procedure prepared as (S603).

Subsequently, the campaign target customer information storage means 11 of the database server 11 is operated by the campaign target customer information storage request means 12c of the segment server 12.
By calling the stored procedure prepared as a, the target customer data of the campaign is stored in the customer call list table 43 of the database server 11.
(Hereinafter referred to as a call list), that is, information on a list of customers who may make a call in the telemarketing business is created (S603).

In the operator terminal 14, the customer information search means 14a searches the call list created in the database server 11 for customer information to be called, and performs telemarketing business (S60).
5).

[0029]

As described above, according to the present invention, the following effects can be expected. That is, by making the customer information into a call list for each campaign, it is not necessary to search from all the customer master information every time a call is made during the telemarketing operation. Can be omitted, and the work efficiency is improved as a whole business. This effect becomes more remarkable as the scale of all customer master information increases, not only can the telemarketing system be scaled up, but also the concentration of access to all customer master information during telemarketing operations can be significantly reduced. As a result, it is possible to improve the performance of the entire system.

Further, by constructing the DB by two servers, ie, the database server 11 and the segment server 12, the supervisor terminal 1 can perform the normal telemarketing operation at the operator terminal 14.
In 3, for example, even when another management operation is performed in parallel, the access load to the DB is dispersed, and the influence on the reading of customer information in the telemarketing operation is reduced.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram of the present invention.

FIG. 2 is a hardware configuration diagram of a database server, a segment server, a supervisor terminal, and an operator terminal.

FIG. 3 is a software configuration diagram of the system of the present invention.

FIG. 4 is a DB configuration diagram of the system of the present invention.

FIG. 5 is a block diagram of functions of each device according to the present invention.

FIG. 6 is a flowchart of the operation of the present invention.

Claims (5)

[Claims] 1. A telemarketing system for providing information guidance and sales activities to customers by telephone, extracting only target customer data under certain conditions from master data of all customers stored in a database server. Telemarketing system with means to do. 2. The telemarketing system according to claim 1, wherein the extracted customer data is stored in a database server different from a database server holding master data of all customers. 3. The telemarketing system according to claim 1, wherein the extracted customer data is stored in the same database server as a database server holding master data of all customers. 4. The telemarketing system according to claim 1, wherein the extracted customer data is referred to for searching for customer data at a terminal. 5. A method for retrieving specific customer data at a terminal of a telemarketing system for providing information guidance and sales activities to the customer by telephone, from all the customer data in advance to a target under a certain condition. A method of searching for customer data in which only certain customer data is extracted, and the specific customer data is searched from the extracted customer data.