JP2006229753A - Call center system and callback device - Google Patents

Abstract

[PROBLEMS] To improve customer satisfaction.
A call center system receives one or more terminals for an operator to make a call and a telephone line from a user through a telephone network, and the received telephone line is transferred to one terminal. A switching device 12 for transferring and connecting a telephone line between the user 1 and the operator 2 and a callback device 13 for making a callback to the user 1 are provided. When a callback is made to a user, the callback device 13 calls a single terminal where the operator 2 is arranged to secure a telephone line with the operator, and the user who has registered the callback via the telephone network 4 1 and the user 1 connects the telephone line, the telephone line between the user 1 and the operator 2 is connected.
[Selection] Figure 3

Description

  The present invention relates to a call center system applied to a call center that specializes in handling calls with customers, and to a callback device used in the call center system.

  Companies and the like generally have call centers that specialize in handling calls to customers.

  In the call center, an external telephone received from a customer or the like is received, and a large number of operators handle it.

  However, for example, in the morning reception start time, at the time of event holding, and at the time of an accident, the number of telephone calls from customers is greater than the number of operators, and there are many customers who cannot accept (congestion state) It becomes. In a call center, a customer who is in a call waiting state that cannot be accepted by an operator in a congested state is handled by an automatic voice response device.

  However, in a congested state, the customer has to wait as it is until it can be accepted, or disconnect the telephone line and call again later, which causes dissatisfaction. In particular, when a single customer calls over and over again, the call volume increases, it becomes difficult to connect more, and dissatisfaction may increase.

  It is an object of the present invention to provide a call center system and a callback device that can solve the above problems, improve customer satisfaction, and reduce the number of operators.

  The call center system according to the present invention receives one or more terminals for an operator to make a call and a telephone line from a user via a telephone network, and transfers the received telephone line to one of the terminals. And a switching device for connecting a telephone line between the operator and a callback device for making a callback to the user. When the callback device makes a callback to the user, 1 is placed to secure a telephone line with the operator, a predetermined user is called via the telephone network, and when the predetermined user connects the telephone line, the predetermined user and the operator A telephone line between the two is connected.

  The callback apparatus according to the present invention receives one or more terminals for an operator to make a call and a telephone line from a user via a telephone network, and transfers the received telephone line to one of the terminals. Applied to a call center system including a switching device for connecting a telephone line between a user and the operator, and in a callback device for performing a callback to the user, the operator is called to call one terminal where the operator is arranged. A telephone line between the predetermined user and the operator is connected when the predetermined user connects the telephone line. To do.

  In the call center system and apparatus according to the present invention, when a callback is made to a user, a telephone line with the operator is secured by calling one terminal where the operator is arranged, and a predetermined line is established via the telephone network. A user is called to connect a telephone line between the predetermined user and the operator.

  As a result, according to the present invention, it is possible to improve the satisfaction of customers who are not connected to the operator even when calling the call center, and to reduce the number of operators.

  A call center system to which the present invention is applied will be described.

  The call center system is a system used in a department (call center) that handles calls to customers such as companies.

  As shown in FIG. 1, a call center system 10 to which the present invention is applied is configured to connect a telephone line received from a telephone 3 held by a customer (hereinafter referred to as a user 1) via a telephone network 4 to a company or the like. This is a system for transferring to a terminal for a telephone operator (hereinafter referred to as operator 2) and connecting a telephone line between user 1 and operator 2.

  Specifically, the call center system 10 performs a callback process with a plurality of terminals 11 (11-1, 11-2,... 11-n) used by an operator, an exchange 12 for transferring a telephone line, and the like. And a callback device 13.

  The terminal 11 is used for the operator 2. The terminal 11 has a telephone communication device such as a headset, and also has a computer function such as data input and information browsing. The operator 2 can make a telephone call with the user 1 using the terminal 11, obtain information necessary for the telephone correspondence using the terminal 11, and input information obtained from the user 1. Is possible.

  The exchange 12 receives a telephone line received from the telephone 3 of the user 1 via the telephone network 4 and transfers the telephone line to the terminal 11 of any one operator 2 who is not currently compatible with the telephone. The exchange 12 connects the telephone line between the user 1 and the operator 2 by transferring the telephone line from the telephone 3 of the user 1 to any one terminal 11 of the operator 2. When the telephone lines between the user 1 and the operator 2 are thus connected, a call can be made between the user 1 and the operator 2.

  The callback device 13 is a device that operates when a call is made from the call center side to the user and a response is made. This callback device 13 is preferably used to improve customer service when there is an operator shortage.

  The call center system 10 as described above includes a plurality of operator terminals 11 and an exchange 12 that transfers a telephone line from the user 1 to any one of the terminals 11. For this reason, in the call center system 10, it is possible to simultaneously cope with a plurality of telephone lines that reach one telephone number. Therefore, even if a plurality of users 1 call the call center at the same time, it is possible to deal with all the users 1.

  By the way, when an event is held or an accident occurs, there is a possibility that the number of telephones will exceed the expected number. In such a case, the number of operators 2 is significantly smaller than the number of incoming calls from the user, and the telephone cannot be connected to the operator.

  In such a state, since there is no operator 2 in a state capable of responding to a telephone call (that is, the call cannot be transferred to the operator), a telephone line that cannot be connected to the operator 2 is generated. Such a telephone line is called a waiting call.

  In the call center system 10 to which the present invention is applied, when such a waiting call occurs, a callback process can be performed on the user 1 if the user 1 desires.

  Hereinafter, the contents of the callback processing of the call center system 10 during such congestion will be described with reference to FIGS.

  First, when a waiting call occurs, the exchange 12 transfers the waiting call to the callback device 13 and connects the telephone line between the user 1 and the callback device 13 (S1 in FIG. 2).

  When the telephone line of the user 1 is connected, the callback device 13 notifies the user 1 that the callback is being performed by voice (S2 in FIG. 2), and then the user 1 calls back. Registration of whether or not the user desires is accepted using the telephone 3 (S3 in FIG. 2).

  For example, in S2, the callback device 13 notifies the user 1 of the following message.

“… (Omitted)… Please try again later. You can also call us again. If you wish, please press the“ # 1 ”button. ... (omitted) ... "
When the user 1 registers that the user 1 desires a callback, the callback device 13 uses the telephone 3 to set the desired time and the telephone number (callback number) of the telephone that the user 1 wants to call back. (S4 in FIG. 2).

  For example, in S4, the callback device 13 notifies the user 1 of the following message.

“… (Omitted)… Please enter the desired time. Note that the phone call may be slightly delayed from the desired time .... (Omitted)… Please enter your phone number… (Omitted)…”
Note that the callback device 13 may use the notification number as the callback number when the telephone 3 of the user 1 has made a call notification of the telephone number. In addition, when the notification number and the callback number do not match, the callback device 13 notifies the user 1 of a confirmation message or does not perform a callback specially to prevent tampering. Or you may. The callback device 13 may also input the user 1's name, questions, etc. at the same time. Further, instead of inputting the time directly, a desired time may be designated such as 10 minutes or 3 hours later.

  When the above processing is completed, the callback device 13 disconnects the telephone line with the user 1 and registers the telephone number and desired time of the user who desires the callback in the internal memory.

  Subsequently, when the desired time registered in the internal memory is reached, the callback device 13 calls the exchange 12 and makes a connection request with the operator 2 (S5 in FIG. 3). At this time, if it is in a congested state, the telephone line from the callback device 13 becomes a waiting call. If the call is on standby, it waits until the call is released, or calls are made again until a telephone line with the operator is connected to the exchange 12 after a predetermined time.

  When the telephone line with the operator 2 is connected, the callback device 13 notifies the operator 2 that the callback processing is being performed, so that the operator 2 must wait as it is. The telephone line is secured so as not to talk to the user (S6 in FIG. 3).

  When the telephone line with the operator 2 is connected, the callback device 13 calls the registered callback number via the telephone network 4 (S7 in FIG. 3). If there is no incoming call for this call, the call is made to the registered callback number after a predetermined time. The interval and number of repetitions are determined by setting.

  When the telephone line is connected when the user 1 receives an incoming call, the callback device 13 connects the telephone line to the terminal 11 of the operator 2 in a state where the telephone line is secured, and the telephone line between the user 1 and the operator 2 is connected. Connect (S8 in FIG. 3).

  When the above processing is completed, the callback processing is completed, and a call can be made between the user 1 and the operator 2.

  As described above, the call center system 10 performs the callback process. Thus, in the call center system 10, the user 1's request is met, the user 1's hand is not bothered, and the user 1 does not forget to call. Therefore, the satisfaction level of the user 1 can be improved. Further, by performing such a callback process, the number of operators 2 can be reduced. In addition, since the user 1 does not make a number of calls when congestion occurs, the response rate can be accurately grasped.

  In the above example, the system is called back at the desired time designated by the user, but may be processed immediately after the user 1 registers the callback.

1 is a configuration diagram of a call center system to which the present invention is applied. It is a figure which shows the callback processing procedure (S1-S4) of a call center system. It is a figure which shows the callback processing procedure (S5-S8) of a call center system.

Explanation of symbols

1 user, 2 operator, 3 telephone, 4 telephone network, 11 terminal, 12 exchange, 13 callback device

Claims (8)

One or more terminals for the operator to make a call;
A switching device that receives a telephone line from a user via a telephone network, transfers the received telephone line to one of the terminals, and connects the telephone line between the user and the operator;
A callback device that performs a callback to the user,
When the callback device makes a callback to the user,
Call one terminal where the operator is located to secure a telephone line with the operator,
Call a given user via the telephone network,
When the predetermined user connects a telephone line, the telephone center system connects the telephone line between the predetermined user and the operator. If the switching device cannot transfer the telephone line from the user to any operator, it transfers the received telephone line to the callback device and connects the telephone line between the user and the callback device. And
When the telephone line is connected to the user, the callback device accepts registration from the user that the callback is desired, and disconnects the telephone line with the user and then accepts the registration. The call center system according to claim 1, wherein call back is performed. 3. The call center system according to claim 2, wherein the callback device performs the callback immediately after receiving a registration requesting the callback from the user. 3. The call center system according to claim 2, wherein the callback device registers a desired time for performing a callback when accepting registration indicating that a callback is desired from a user, and performs the callback at the desired time. . One or more terminals for an operator to make a call and a telephone line from a user via a telephone network are received, and the telephone line between the user and the operator is transferred by transferring the received telephone line to one of the terminals. In a callback device that is applied to a call center system including a switching device for connecting a line and performs a callback to a user,
Call one terminal where the operator is located to secure a telephone line with the operator,
Call a given user via the telephone network,
When the predetermined user connects a telephone line, a telephone line is connected between the predetermined user and the operator. If the switching device cannot transfer the telephone line from the user to any operator, the received telephone line is transferred from the switching device,
When a telephone line is connected with a user, the user accepts a registration requesting a callback,
6. The callback device according to claim 5, wherein after the telephone line with the user is disconnected, a callback is made to the user who accepted the registration. The callback device according to claim 6, wherein the callback is performed immediately after receiving a registration requesting the callback from the user. Register the desired time to call back when accepting the registration requesting callback from the user,
The callback apparatus according to claim 6, wherein the callback is performed at the desired time.

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