JP2002118660A - Call center system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a call center system for displaying a scenario to a telephone operator so that the operator can understand easily, at the same time grasping the statistical information of the number of clicks of a conversation and lapse time, and easily making correction or the like of a scenario based on it. SOLUTION: When the scenario is to be displayed on a display device 21 of an operator terminal 20 based on data read from a scenario storage section 131, a control section 11 differently colors a current conversation, a next one succeeding the current conversation, and an already completed conversation for display by the control of a display color control section 15. Also, based on the operation (clicking) of a user such as from an input device 23, a clock count processing section 121 writes the number of clocks for each conversation at a statistical information storage section 132. Also, a lapse time processing section 122 writes lapse time for each conversation at the statistical information storage section 132.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a call center system that supports a call center that collectively performs telephone operations in a company or the like. In particular, the present invention relates to a call center system for presenting a scenario of interaction with a customer to a telephone operator.

[0002]

2. Description of the Related Art In the activities of a company or the like, it is very important to establish a relationship with a customer and maintain it well.
In particular, marketing, sales, after-sales service, and the like using telephones, which have a high penetration rate and can provide detailed responses to individual customers, have become increasingly important in recent years. Therefore, in order to perform these activities efficiently and effectively, a call center for arranging telephone operators having specialized skills and collectively performing telephone operations has been provided. In a call center, dialog scenarios are prepared and used in advance for the purpose of improving business efficiency, improving the quality of telephone service, and eliminating variations in quality of service by telephone operators. This scenario may be printed on paper and distributed to the operator, or may be displayed on a terminal screen for each operator by a call center system that supports call center operations.

FIG. 12 is a block diagram showing a schematic configuration of a conventional call center system. The call center system shown in FIG.
And a private branch exchange 930 and a plurality of operator terminals 920. Call center server 910
Is a CTI (Computer Telephony) that controls the operation by exchanging signals between a scenario storage unit 913 that stores a scenario of a telephone conversation and a private branch exchange 930.
Integration) Control unit and individual operator terminals 92
0 is provided with a control unit 911 for controlling 0. The operator terminal 920 includes a telephone terminal 924 connected to the private branch exchange 930, a computer terminal 922 connected to the call center server 910, and a computer terminal 922.
, And a display device 921 and an input device 923 connected to the input device 923. The control unit 911 controls the entire system and also controls the individual operator terminals 9.
20 to transmit the scenario data read from the scenario storage unit 913 to the computer terminal 922 in accordance with the state of the telephone, in order to display the dialog scenario supporting the telephone operator on the display device 921 by controlling the telephone operator. .

[0004]

In the conventional call center system as described above, the following are considered in terms of ease of use for telephone operators and feedback of results of actual telephone conversations to business management. There is such a problem.

[0005] The first problem relates to how to present a conversation to a telephone operator. When displaying the dialogue scenario on the display device of the operator terminal, rather than simply switching between screens and displaying fragmentary conversations like a picture-story show, position each conversation in the overall flow of the conversation. Also, it is preferable to display such that the connection between the preceding and following conversations can be understood. However, in such a display method, the entire scenario often does not fit within the size of the screen of the display device. Depending on how the conversation progresses and develops, the conversation to be currently performed in the entire scenario is performed. It is necessary to scroll the screen so that the location is displayed on the display device. In that case, operators who are tasked with making many calls repeatedly according to a single scenario may lose track of the current conversation or forget which conversation has already ended in the current call. May be lost. Then, the conversation between the operator and the customer is not smoothly connected, giving a bad impression to the customer, and the purpose of building and maintaining the original customer relationship cannot be achieved. Therefore, in order to avoid such a problem, while considering the flow of the entire scenario, the conversation to be performed now, the conversation to be performed next,
It is required to provide a scenario display that allows the operator to easily understand the conversation that has already ended.

[0006] The second problem relates to the analysis of telephone conversation results and the improvement of scenarios based thereon.
In call center operations, scenarios are an important tool for disseminating products and services, receiving orders for them, collecting feedback from customers, etc. appropriately and efficiently, and further improving customer satisfaction. The know-how itself for constructing a scenario is also an important management resource for a company that operates a call center. Therefore, by not only creating and using scenarios for individual purposes, but by analyzing actual customer conversations based on those scenarios,
Based on the analysis results, you can improve the scenario in use,
The know-how can be further refined by using the analysis result as basic data when creating another scenario. However, the conventional call center system does not have sufficient functions for the above-described analysis and the like, and there is a demand for a system that can perform analysis and scenario re-editing more easily.

SUMMARY OF THE INVENTION The present invention has been made in view of the above circumstances, and has as its object to provide a call center system that is easy to use for both telephone operators, business managers and scenario creators.

[0008]

SUMMARY OF THE INVENTION In order to solve the above-mentioned problems, the present invention reads out a telephone conversation scenario from a storage unit, displays the scenario on a terminal, and performs a telephone call for performing a conversation based on the scenario. The gist of the present invention is a call center system that includes a display color control unit that controls to change the display color of the conversation included in the scenario.

Further, in the present invention, the display color control unit may control the current conversation currently selected by the user and the conversation following the current conversation in response to a user's instruction input from the terminal. Is controlled so that the next conversation and the already-terminated conversation are displayed in different colors.

Further, the present invention is characterized in that a statistical processing unit is provided which measures according to a user's instruction input from the terminal and writes the measurement result as statistical information in the storage unit.

Further, in the present invention, the statistical processing unit includes a click number processing unit that measures the number of clicks of the conversation included in the scenario and writes the number of clicks in the storage unit.

Further, in the present invention, the statistical processing unit includes an elapsed time processing unit that writes information on an elapsed time of the conversation into the storage unit based on a time when the conversation included in the scenario is clicked. It is characterized by being.

Further, the present invention is characterized in that a scenario editing unit having a function of updating, adding, and deleting individual conversations included in the scenario is provided.

[0014]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of the present invention will be described below with reference to the drawings. FIG. 1 is a block diagram showing a configuration of a call center system according to the embodiment.
In FIG. 1, reference numeral 10 denotes a call center server, 20 denotes a plurality of operator terminals, and 30 denotes a private branch exchange.

The call center server 10 includes a control unit 11
, Statistical processing unit 12, storage unit 13, and CTI control unit 14 (C
A TI (Computer Telephony Integration) and a display color control unit 15 are provided. The control unit 11 controls the entire system, exchanges information with the operator terminal 20, controls each call performed using the operator terminal 20, and exchanges information with the CTI control unit 14. It is. The statistical processing unit 12 collects various information in an actual call via the control unit 11 and performs statistical processing. Specifically, the statistical processing unit 12 performs measurement in response to an instruction input from the operator terminal 20 such as a mouse click by the operator, and stores the measurement result in the storage unit 13 described later as statistical information. The statistical processing unit 12 includes a click number processing unit 12
1 and an elapsed time processing unit 122 are provided. The storage unit 13 has a function of storing data. The storage unit 13 includes a scenario storage unit 131 that stores scenario data and a statistical information storage that stores statistical information processed by the statistical processing unit 12. A part 132 is provided.
The CTI control unit 14 exchanges signals with the private branch exchange 30 to control a call by using a CTI interface command or the like in cooperation with the control unit 11 such as receiving an instruction from the control unit 11. I do. Specifically, the CTI control unit 14 controls the private branch exchange 30
, And issues a command to the private branch exchange 30 regarding call control.
The display color control unit 15 has a function of controlling a display color when a scenario is displayed on an operator terminal to be described later.

The operator terminal 20 includes a private branch exchange 30
Terminal 24 connected to the call center server 10
And a display device 21 and an input device 23 connected to the computer terminal 22. As the display device 21, a CRT (Cathode-Ray Tube, cathode ray tube) display, a liquid crystal display, or the like is used. Also, the input device 2
As 3, a keyboard, a mouse, a touch panel and the like are appropriately combined and used. Further, the scenario data stored in the scenario storage unit 131 is read out by the control unit 11, further transferred to the computer terminal 22, and displayed on the display device 21.

Here, an example of an operation procedure of the call center system will be described. For example, when performing a business based on a calling type call, the control unit 11 selects and reads data of a certain customer from a call destination customer list (not shown),
At that time, one of the vacant operator terminals 20 is assigned to the call, and the attribute data of the customer and the scenario data for the customer are sent to the computer terminal 22 to be displayed on the display device 21 and the CTI control is performed. Instruct the unit 14 to call the telephone number of the customer. Then, the private branch exchange 30 sets a call via the public telephone network based on the instruction, and if this is successful, the call is connected between the customer and the telephone terminal 24, and the CTI control unit 14 and the control unit 11 are connected. Is transmitted to the display device 21 to indicate that the call has been connected, and the operator (user of the call center system) can start a conversation with the customer.

FIG. 2 is a reference diagram showing the structure of scenario data stored in the scenario storage unit 131. FIG.
As shown in (1), the scenario data has the structure of a directed graph, where each node in the directed graph represents an individual conversation, and a line connecting the nodes represents a preceding / succeeding relationship between the conversations. The node at the start point of the line is the preceding conversation, and the node at the end point of the line is the subsequent conversation. In the data example shown in FIG. 2, “conversation 2” and “conversation 3” follow “conversation 1”, “conversation 4” and “conversation 5” follow “conversation 3”, “Conversation 6” and “conversation 7” follow “conversation 5”. Note that the telephone operator selects “conversation 2” in the case of “absence” according to the result of “conversation 1” while referring to the scenario of the directed graph structure displayed on the screen, and “home” In this case, "conversation 3" can be selected.

Next, an example of display on the screen of the operator terminal based on actual scenario data will be described. FIG.
7 are reference diagrams showing display examples of scenarios. FIG.
FIG. 7 shows a display example of each part of a single scenario as a whole, and these parts are displayed by scrolling windows on the screen or switching to different windows. It can be made to be. Here, a scenario in which follow-up of a sales catalog sent as a direct mail from a sales organization called “@ Club” to a customer is used as an example.

First, in FIG. 3, "conversation 1" is the first conversation in this scenario, and an utterance example (confirmation of the name of the other party and giving his / her own name) in the introduction part of the conversation with the customer and the time Is displayed (for example, you do not need to call it with your personal name). Further, as a successor to "conversation 1,""conversation2" is displayed when the person answers the telephone, and "conversation 3" is displayed when the person is absent. The telephone operator selects any of these. You can then click with your mouse. In "Conversation 2", an utterance example in which the person himself calls himself again after answering the phone and asks whether the catalog has arrived, and notes in the conversation (suggestions on how to handle when the other party does not remember) Is displayed. As “conversation 3”, an instruction to set a schedule for making a call again at the date and time when the person can be contacted is displayed. In addition,
Under "conversation 3", a box marked "end" is displayed, which indicates that when "conversation 3" is selected, the scenario ends here.

Next, FIG. 4 shows "conversation 4", "conversation 5", and "conversation 6". The box marked “d” in FIG. 3 and the box marked “e” in FIG. 4 are connected by a line, which means that “conversation 4” is replaced by “conversation 2”.
Indicates that it follows. "Conversation 4"
Is a conversation selected when the response of the customer in “conversation 2” is “delivered”. Here, “△△” is displayed regardless of whether the customer has already viewed the catalog.
An example of an utterance for telling the other party the gist of the proposal by the "club" and the basic concept of the product is shown.

When "conversation 4" ends, "conversation 5" is normally selected. In “Conversation 5”, an example of utterance for listening to a product desired by a customer as a questionnaire and inputting it to the system is shown. At the end of "conversation 4", if the telephone operator determines that the customer is willing to propose "@Club", "conversation 6" can be selected. This "Conversation 6" aims at an opportunity to receive an order in this call, and an example of an utterance that may lead to the order and notes ("Thank you" etc.) when the order is received are displayed. ing.

In FIG. 5, "conversation 7", "conversation 8", and "conversation 9" are shown. "D" in FIG.
The box marked "f" and the box marked "f" in FIG. 5 are connected by a line, indicating that "conversation 7" follows "conversation 2". "Conversation 7"
This is a conversation selected when the customer's response in "Conversation 2" is "not delivered". In this example, the purpose of the proposal of "@ Club" is briefly communicated, and whether the catalog can be resent is asked. An utterance example is shown.

According to the customer's response in "conversation 7",
Either "conversation 8" or "conversation 9" can be selected. "Conversation 8" is selected by the telephone operator when resending the catalog, and "conversation 9" is selected when the catalog sending is rejected. "Conversation 8" shows an utterance example in which the dialog is terminated after reconfirming the address for resending the catalog.
"Conversation 9" shows an utterance example that simply ends the conversation.

In FIG. 6, "conversation 10" and "conversation 1"
1 "is shown. “Conversation 10” follows “conversation 5” and “conversation 6”, and shows an example of an utterance that gives an example to the customer and ends the conversation. Also,
"Conversation 11" is "Conversation 8", "Conversation 9", "Conversation 1"
1 ". At the time of this "conversation 11", since the conversation with the customer has already been completed, no utterance example is shown, and the result of the call ("A", "B",
Only the notes for inputting "C", "D", "F", "Q", "Z") into the system are displayed. Further, a box marked “End” is displayed below “Conversation 11”, which indicates that the end of “Conversation 11” ends the entire scenario.

In FIG. 7, "conversation 12" and "conversation 1"
3 "is shown. These "conversations 12" and "conversations 13" are not explicitly limited to precede or follow any other conversation, but may be selected by the telephone operator at any point during the scenario. What you get. Therefore, these "conversations 12" and "conversations 13" are not connected to other conversations by lines on the screen. In the "conversation 12", in particular, an example of utterance to a partner who is likely to refuse such a phone call, and notes (eg, how to end a smooth dialogue with a partner who is likely to refuse, and how to deal with complaints from the partner) Method) is displayed. In "conversation 13", specific notes when an order can be received in this call are displayed.

Next, the control of the display color when the conversation is displayed on the screen will be described. FIG. 8 is a flowchart showing a control procedure for changing the display color of the conversation as the scenario progresses.

First, in step S1 of FIG. 8, the control unit reads scenario data from the scenario storage unit and displays the scenario data on the operator terminal based on the scenario data. Then, in step S2, the control unit stores the first conversation in the scenario as “current conversation”.

Then, in step S3, the display color of the conversation stored as "current conversation" is changed to a color representing "current conversation" under the control of the display color control unit. In step S4, if there is a conversation following the conversation stored as "current conversation", the display color of the subsequent conversation is changed to a color representing "next conversation". The “next conversation” may be singular or plural, but is limited to the conversation immediately after the “current conversation”.

When the conversation stored as "current conversation" ends, it is determined in step S5 whether or not the entire scenario has ended. If not, the process moves to step S6 to detect that the next conversation is clicked by the operator. That is, the input of the instruction from the terminal by the operator is detected. Then, in step S7, the display color of the conversation stored as "current conversation" is changed to a color representing "conversation end", and the conversation is stored as "finished conversation". Further, in step S8, the conversation clicked this time in step S6 is stored as a new "current conversation", and the process returns to step S3.

That is, in response to a user's instruction input from the terminal, the display color control unit determines the current conversation currently selected by the user and the next conversation that is a conversation subsequent to the current conversation. Control is performed such that the already-terminated conversation is displayed in a different color from the already-terminated conversation. FIG.
By performing the procedure shown in (1), it is possible to display the "current conversation", "next conversation", "finished conversation" and other conversations in different colors so that the telephone operator can easily understand the whole scenario. It is possible to easily and accurately grasp the current position of conversation and the flow of conversation within the service, and to provide high-quality telephone responses to customers.

Next, a description will be given of means for analyzing the results of conversations performed in accordance with the scenario. In order to analyze the performance of the conversation, the call center system measures the number of times each conversation is clicked by the operator and the time spent for each conversation, and performs a formal process.

FIG. 9 is a reference diagram relating to the measurement of the number of clicks in each conversation. The scenario shown in FIG. 9 is the same as the scenario in FIG. 2, and is composed of seven conversations, “conversation 1” to “conversation 7,” of which “conversation 1” is the first in this scenario. It is a conversation. The “number of clicks” shown next to each conversation is the number of times each conversation has been clicked. In the example shown in FIG. 9, this scenario is executed 17 times in total, that is, the first conversation “conversation 1” is executed 17 times, and after that,
"Conversation 2" is selected and clicked twice,
“Conversation 3” is selected and clicked 15 times. In this scenario, there is no conversation following “conversation 2”, and if “conversation 2” is selected, “conversation 2”
With the end of the scenario, the scenario ends. "Conversation 3"
Of the 15 clicks, "conversation 4" was clicked 12 times and "conversation 5" was clicked 3 times.
Times. Furthermore, of the three times that "conversation 5" was clicked, one time that "conversation 6" was clicked,
"Conversation 7" is clicked twice.

The mechanism for obtaining the statistical data of the number of clicks is as follows. That is, the click operation performed on the operator terminal 20 shown in FIG. 1 is detected by the control unit 11 of the call center server 10, and the click number processing unit 121 performs the process of counting the number of clicks, and stores the statistical information. This is written in the section 132. Alternatively, only the total number of clicks in the execution of the scenario may be counted and written in the statistical information storage unit 132, or may be performed in smaller units, such as clicks by operator, by day, by time zone, by customer attribute, etc. The number of times may be counted. In order to count the number of clicks, for example, in step S8 of the procedure shown in FIG. 8, a counter associated with a conversation newly stored as "current conversation" is counted up.

FIG. 10 is a reference diagram for measuring the time required for each conversation. The scenario shown in FIG. 9 is also the same as the scenario in FIG. 2 or FIG. FIG.
, “Elapsed time ○ minutes ×× seconds” written under “Conversation 1”, “Conversation 3”, “Conversation 5”, and “Conversation 7”
It represents the elapsed time from the start of the scenario to the end of each conversation. That is, in the example shown in FIG. 10, the conversation is selected in the order of “conversation 1” → “conversation 3” → “conversation 5” → “conversation 7”. At the end of Conversation 3, 1 minute and 20 seconds,
Two minutes and fifteen seconds elapse at the end of "conversation 5" and two and a half minutes elapse at the end of "conversation 7."

The mechanism for obtaining the statistical data of the time required for each conversation is as follows. That is, the click operation on the operator terminal shown in FIG. 1 is detected by the control unit 11, and the elapsed time processing unit 122 calculates the difference between the time at that time and the start time of the scenario, and 132. In the procedure shown in FIG. 8, when a click is detected in step S6, the clock in the call center server 10 refers to calculate the elapsed time at the end of the conversation stored as "current conversation". , Into the statistical information storage unit 132.

As described above, by using this call center system, statistics of the number of clicks and the time required for each conversation can be automatically recorded and used, so that the scenario is evaluated based on the statistics. However, the scenario can be rewritten based on the evaluation result.

In this call center system, when rewriting a scenario, it is not necessary to rewrite the entire scenario from the beginning. A scenario editing unit is provided.
FIG. 11 is a reference diagram showing an outline of scenario editing by a change in a conversation unit. In FIG. 11, (a) indicates that only "conversation 3" is updated. (B)
Indicates that "conversation 8" following "conversation 6" is newly added. (C) shows that only "conversation 4" is deleted. As described above, the scenario editing unit is provided with a function of updating, adding, and deleting in units of individual conversations included in the scenario, thereby rewriting the scenario based on, for example, the evaluation result of the statistical data. Even in such a case, it can be easily corrected and reflected in the system.

The above-described call center system is realized using a computer. Then, the control unit described above, C
The process of each process such as the TI processing unit, the display color control unit, and the statistical processing unit is stored in a computer-readable recording medium in the form of a program. Is performed. Here, the computer-readable recording medium includes a floppy disk, a magneto-optical disk, and a CD-R.
OM, DVD-ROM, magnetic hard disk, semiconductor memory, etc.

In the above embodiment, an example of a scenario in the case of a call from the call center has been described. However, the present invention is also applicable to a case of an incoming call in which a call from a customer is received at the call center. Can be applied.

[0041]

As described above, according to the present invention, for example, the current conversation currently selected by the user, the next conversation following the current conversation, and the already-terminated conversation Since it has a display color control unit that performs control to change the display color of the conversation included in the scenario, such as making the display color of a different color, the user can grasp the position of the current conversation in the entire scenario, It is easy to proceed with a conversation with a customer or the like in a smooth flow.

According to the present invention, the number of conversations that the user has clicked with the mouse or the like in the displayed scenario is measured and stored as statistical information. It is possible to statistically grasp whether such conversations are frequently performed. This statistical information can be used as basic data for improving the scenario.

Further, according to the present invention, based on the time when the conversation in the displayed scenario is clicked, information on the elapsed time of each conversation is stored as statistical information, so that the time required for each conversation is saved. Can be statistically grasped. This statistical information can be used as basic data for improving the scenario.

Further, according to the present invention, since the scenario editing unit having the function of updating, adding, and deleting individual conversations in the scenario is provided. However, it is not necessary to recreate the entire scenario, and it is possible to make detailed corrections in units of conversation.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of a call center system according to an embodiment of the present invention.

FIG. 2 is a reference diagram showing a structure of a scenario in the call center system according to the embodiment.

FIG. 3 is a reference diagram showing a scenario display example on an operator terminal in the call center system according to the embodiment.

FIG. 4 is a reference diagram showing a scenario display example on an operator terminal in the call center system according to the embodiment.

FIG. 5 is a reference diagram showing an example of a scenario display on an operator terminal in the call center system according to the embodiment.

FIG. 6 is a reference diagram showing an example of scenario display on an operator terminal in the call center system according to the embodiment.

FIG. 7 is a reference diagram showing a scenario display example on an operator terminal in the call center system according to the embodiment.

FIG. 8 is a flowchart showing a control procedure for changing a display color of a conversation in the call center system according to the embodiment.

FIG. 9 is a reference diagram showing measurement of the number of clicks of a conversation in the call center system according to the embodiment.

FIG. 10 is a reference diagram showing measurement of the time required for a conversation in the call center system according to the embodiment.

FIG. 11 is a reference diagram showing an outline of scenario editing by a change in a conversation unit in the call center system according to the embodiment.

FIG. 12 is a block diagram showing a configuration of a call center system according to the related art.

[Explanation of symbols]

 Reference Signs List 10 call center server 11 control unit 12 statistical processing unit 13 storage unit 14 CTI control unit 15 display color control unit 20 operator terminal 21 display device 22 computer terminal 23 input device 24 telephone terminal 30 private branch exchange 121 click number processing unit 122 elapsed time processing Unit 131 scenario storage unit 132 statistical information storage unit

Claims (6)

[Claims] 1. A call center system for reading a telephone conversation scenario from a storage unit and displaying the same on a terminal and controlling a telephone call for performing a conversation based on the scenario. A call center system comprising a display color control unit for performing a change control. 2. The display color control unit according to a user's instruction input from the terminal, a current conversation currently selected by the user and a next conversation that is a conversation subsequent to the current conversation. 2. The control method according to claim 1, wherein a control is performed such that the already-terminated conversation is displayed in a different color from the already-terminated conversation.
2. The call center system according to 1. 3. A statistical processing unit according to claim 1, further comprising a statistical processing unit that performs measurement in accordance with a user's instruction input from said terminal and writes the measurement result as statistical information in said storage unit. 2. The call center system according to 1. 4. The call center according to claim 3, wherein the statistical processing unit includes a click number processing unit that measures the number of clicks of a conversation included in the scenario and writes the number of clicks in the storage unit. system. 5. The statistic processing unit includes an elapsed time processing unit that writes information of an elapsed time of the conversation to the storage unit based on a time when a conversation included in the scenario is clicked. The call center system according to claim 3 or 4, wherein 6. The call center according to claim 1, further comprising a scenario editing unit having a function of updating, adding, and deleting in units of individual conversations included in the scenario. system.