JP2011109334A - Call center operation monitor system - Google Patents

Abstract

A call center operation monitoring system improved so that an operator can promptly respond to a telephone call from a customer by outputting the operation status of the call center in a voice is provided. A call center operation monitoring system having a telephone terminal, a plurality of operator terminals, a server, and a display terminal connected to each other, wherein the server sends a call request received from the telephone terminal to one of the plurality of operator terminals. A connection means for connecting, and a storage means for acquiring and storing the status of each operator terminal, and the display terminal is monitored by a monitoring means for monitoring the status of each operator terminal stored by the storage means of the server. Voice output means for outputting the stored state of each operator terminal based on the result.
[Selection] Figure 1

Description

  The present invention relates to a system for monitoring an operation state of a call center.

For example, Patent Literature 1 provides a call center system that can improve customer satisfaction.
When using the call center described above, the customer calls the call center, presses the push button of the number corresponding to the desired service, and waits to be connected to the operator according to the automatic voice guidance.
However, in the call center used by the customer, if all operators are “busy”, the customer must wait until the customer is connected to the operator.
In order to reduce the waiting state of the customer using the call center as described above, it is important to notify the operator of the operation status of the call center.
The call center operation state monitoring system according to the present invention described below is made to meet the above-described demand.

JP 2009-177384 A

  The present invention has been made based on the background described above, and is an improved call center operation that allows an operator to take a quick response to a call from a customer by outputting the operation status of the call center as a voice. The purpose is to provide a monitoring system.

For the above purpose, a call center operation monitoring system (1) according to the present invention includes a telephone terminal (10) connected via a network, a plurality of operator terminals (200, 220), a server (14), A call center operation monitoring system (1) having display terminals (16, 18), wherein the server (14) connects a call request received from the telephone terminal to any of the plurality of operator terminals. Means (302) and storage means (306, 308, 312) for acquiring and storing the state of each operator terminal, and the display terminal (16, 18) is stored by the storage means of the server. Monitoring means (400) for monitoring the status of each operator terminal, and voice for outputting the stored status of each operator terminal based on the monitored result And a force means (402).
In addition, the code | symbol attached | subjected in description of this part does not intend limitation of the technical scope of this invention.

  According to the call center operation state monitoring system according to the present invention, the operator can take a quick response to the call from the customer by outputting the operation state of the call center by voice.

It is a figure which shows the structure of the call center operation state monitoring system which concerns on this invention. (A) is a figure which shows the structure of the server program performed in the CTI server shown in FIG. 1, (B) is the 1st operation state monitoring terminal and 2nd operation state monitoring which were shown in FIG. It is a figure which shows the structure of the audio | voice output program run in a terminal. (A) is a flowchart showing a process (S10) in which the audio output determination unit of the audio output program operating in the first operation state monitoring terminal shown in FIG. 1 determines whether or not to perform audio output. (B) is a flowchart showing a process (S20) in which the audio output determination unit of the audio output program operating in the second operation state monitoring terminal shown in FIG. 1 determines whether or not to perform audio output.

[Call center operation monitoring system 1]
Hereinafter, the call center operation state monitoring system 1 according to the present invention will be described.
FIG. 1 is a diagram showing a configuration of a call center operation state monitoring system 1 according to the present invention.
As shown in FIG. 1, in a call center operation monitoring system 1, an external network 100 such as the Internet or a telephone communication line and a first internal network 102 such as a LAN (Local Area Network) are connected via a gateway 12. The first internal network 102 and a second internal network 104 such as a LAN (Local Area Network) are connected via the switching hub 24.

The external network 100 is connected to a customer telephone terminal 10 that can communicate via the Internet or a telephone communication line.
The first internal network 102 includes a CTI (Computer Telephony Integration) server 14, a first operation state monitoring terminal 16 installed on a work floor, and a second operation state monitoring terminal 18 installed in a rest area. Is connected.
The first internal network 102 is connected to the customer telephone terminal 10, the CTI server 14, the first operation state monitoring terminal 16, the second operation state monitoring terminal 18 and the operator terminal group 2 together with system control data and voice. It is configured to send and receive data.
The operator terminal group 2 is connected to the second internal network 104.
The second internal network 104 is configured to transmit and receive voice data together with system control data between the customer telephone terminal 10, the CTI server 14, and the operator terminal group 2.
The operator terminal group 2 includes a first operator terminal group 20 and a second operator terminal group 22.

The first operator terminal group 20 is composed of n operator terminals 200-1 to 200-n (n ≧ 1; however, not all n always indicate the same number).
The second operator terminal group 22 includes m operator terminals 220-1 to 220-m (m ≧ 1; however, not all m always indicate the same number).
Hereinafter, when any one of a plurality of components such as the operator terminals 200-1 to 200-n is indicated, it may be simply referred to as the operator terminal 200.
Hereinafter, in each figure, the same code | symbol is attached | subjected to the substantially same component and process.
With this configuration, the call center operation monitoring system 1 outputs the voice response of the operator terminal group 2 corresponding to the telephone call from the customer telephone terminal 10 by the first operation state monitoring terminal 16 and the second operation state monitoring terminal 18. can do.

[Hardware configuration]
As shown in FIG. 1, the CTI server 14 includes an information processing device 140 including a memory 142 and a CPU (Central Processing Unit) 144, an external input / output device 146 including a keyboard and a display device, and communication for performing data communication. It comprises a device 148 and a storage device 150 such as a hard disk.
That is, the CTI server 14 includes a component part as a computer capable of data communication with the first operation state monitoring terminal 16, the second operation state monitoring terminal 18, and the operator terminal group 2 via the communication device 148. (The same applies to the terminal devices 16, 18, 200, and 220).

[Server program 30]
Hereinafter, the server program 30 executed in the CTI server 14 shown in FIG. 1 will be described.
FIG. 2A is a diagram showing a configuration of the server program 30 executed in the CTI server 14 shown in FIG.
As shown in FIG. 2A, the server program 30 includes a guidance input / output unit 300, an operator connection unit 302, a state monitoring unit 304, an operator state storage unit 306, a line state storage unit 308, a database update unit 310, and a database unit. 312.

The server program 30 is stored in the memory 142, supplied to the CTI server 14, and specifically uses the hardware resources of the CTI server 14 on an OS (not shown) installed in the CTI server 14 as necessary. (The same applies to the following programs).
From these components, the CTI server 14 connects the telephone from the customer telephone terminal 10 to the operator, and stores the state of the operator terminal group 2.

The guidance input / output unit 300 outputs voice guidance in response to a call from the customer telephone terminal 10 and causes the customer to press a push button having a number corresponding to the desired service.
For example, if the customer wishes to “request a document”, the user can press “1”, and if the customer wants a “question on product use”, the voice guidance instructs the user to press “2”. Is output.
Further, the guidance input / output unit 300 outputs information on the number of the push button pressed on the customer telephone terminal 10 to the operator connection unit 302.

The operator connection unit 302 receives information on the number of the push button pressed on the customer telephone terminal 10 from the guidance input / output unit 300.
The operator connection unit 302 connects a telephone call from a customer to an operator corresponding to the push button number.
For example, when information indicating the push button number “1” is input from the guidance input / output unit 300, the operator connection unit 302 connects to the first operator terminal group 20 illustrated in FIG. 1.
Further, for example, when information indicating the push button number “2” is input from the guidance input / output unit 300, the operator connection unit 302 connects to the second operator terminal group 22 illustrated in FIG. 1. .

The state monitoring unit 304 monitors the operator terminal group 2 and outputs the states of the operator terminals 200 and 220 to the operator state storage unit 306, the line state storage unit 308, and the database update unit 310.
The states of the operator terminals 200 and 220 are information such as “busy”, “away from seat”, “power can be received”, and the like.
The operator status storage unit 306 stores the operator statuses shown in Table 1 below based on the statuses of the operator terminals 200 and 220 input from the status monitoring unit 304 so that they can be referred to from the voice output program 40 described later.

In the following, for the sake of clarification and realization, the case where n = 3 in the operator terminals 200-1 to 200-n and m = 2 in the operator terminals 220-1 to 220-m will be described as a specific example. .
Also, the first operator terminal group 20 is the reception group 1, the second operator terminal group 22 is the reception group 2, and the operator terminals 200-1 to 200-3, 220-1, and 220-2 are respectively the operator 1 The case of ˜5 will be described.
That is, operators 1 to 3 belong to reception group 1 and operators 4 and 5 belong to reception group 2.

As shown in Table 1, the operator status storage unit 306 stores the operator information (operators 1 to 5), the operator status, and the location of the operator in association with each other.
The line status storage unit 308 is based on the status of each operator terminal 200, 220 input from the status monitoring unit 304 and group information (described later with reference to Table 5) stored in the database unit 312 as described below. The takeover line states shown in Table 2 are stored so that they can be referred to from the audio output program 40 described later.

  As shown in Table 2, the line state storage unit 308 associates reception group information with the state of the reception group and stores them as a takeover line state.

The database update unit 310 updates information stored in the database unit 312 based on the state of each operator terminal 200 and 220 input from the state monitoring unit 304.
The database unit 312 includes “power reception status” shown in Table 3 below, “monitoring threshold” shown in Table 4, “group information” shown in Table 5, and “operation monitoring terminal installation location information” shown in Table 6. The “speech output information” shown in Table 7 and the “output character string” shown in Table 8 are stored so that they can be referred to from the later-described speech output program 40.

As shown in Table 3, the database unit 312 associates “power reception date / time”, “reception group”, “number of power receptions”, and “number of power receptions per unit time (number of power receptions / H)”, Stored as “power reception status”.
The “number of received power per unit time (number of received power / H)” is calculated by taking as an example a case where the operating time of the call center (operating time of operators 1 to 5) is from 8:00 am to 6:00 pm ing.
The “power reception status” is updated by the database update unit 310 at, for example, one minute intervals.

  As shown in Table 4, the database unit 312 associates “items” with “threshold values” and stores them as monitoring threshold values.

  As shown in Table 5, the database unit 312 associates “operator information” with “reception group” and stores them as “group information”.

  As shown in Table 6, the database unit 312 associates the “operation status monitoring terminal (first operation status monitoring terminal 16, second operation status monitoring terminal 18)” with its “installation location”. Stored as “operation monitoring terminal installation location information”.

  As shown in Table 7, the database unit 312 includes a “reception group” that is a target of voice output, a “reason” of voice output, a “guidance number” of voice guidance, and an “inserted character string” that is inserted into the voice guidance. Are associated with each other and stored as audio output information.

As shown in Table 8, the database unit 312 stores an “output character string” indicating a character string to be output as a voice.
The “inserted character string” shown in Table 7 is inserted into “***” shown in Table 8.

[Voice output program 40]
Hereinafter, the audio output program 40 executed in the first operation state monitoring terminal 16 and the second operation state monitoring terminal 18 shown in FIG. 1 will be described.

FIG. 2B is a diagram showing a configuration of the audio output program 40 executed in the first operation state monitoring terminal 16 and the second operation state monitoring terminal 18 shown in FIG.
As shown in FIG. 2B, the audio output program 40 includes an audio output determination unit 400 and an audio output unit 402.
The voice output determination unit 400 monitors information stored in the operator status storage unit 306, the line status storage unit 308, and the database unit 312 of the server program 30, and determines whether or not to perform voice output.
If the audio output determination unit 400 determines to perform audio output, the audio output determination unit 400 notifies the audio output unit 402 of the “acceptance group for audio output” and the “reason for audio output”.
For example, when the number of received power of the reception group 1 exceeds the threshold, the voice output determination unit 400 notifies the voice output unit 402 of “reception group 1” and “over power reception number”.
Hereinafter, a specific example of processing in which the audio output determination unit 400 determines whether or not to perform audio output will be described with reference to FIGS.

FIG. 3A illustrates a process (S10) in which the audio output determination unit 400 of the audio output program 40 operating in the first operation state monitoring terminal 16 illustrated in FIG. 1 determines whether to perform audio output. It is a flowchart to show.
As described above, the first operation state monitoring terminal 16 is a terminal installed on the work floor.
As shown in FIG. 3A, in step 100 (S100), the audio output determination unit 400 refers to the information (Table 2) stored in the line state storage unit 308 and makes the customer wait for a call. It is determined whether or not a state (waiting call) is occurring.

If it is determined that a call waiting has occurred, the audio output determination unit 400 proceeds to the process of S104, and otherwise proceeds to the process of S102.
In step 102 (S102), the audio output determination unit 400 refers to information (Tables 3 and 4) stored in the database unit 312 and determines whether or not the number of received power has reached a threshold value.
If it is determined that the power reception number has reached the threshold, the audio output determination unit 400 proceeds to the process of S104, and otherwise returns to the process of S100.
In step 104 (S 104), the audio output determining unit 400 determines that audio is output, and outputs “acceptance target group for audio output” and “reason for audio output” to the audio output unit 402.

FIG. 3B illustrates a process (S20) in which the audio output determination unit 400 of the audio output program 40 operating in the second operation state monitoring terminal 18 illustrated in FIG. 1 determines whether to perform audio output. It is a flowchart to show.
Note that, as described above, the second operation state monitoring terminal 18 is a terminal installed in a rest area.
As shown in FIG. 3B, in step 200 (S200), the audio output determination unit 400 refers to the information (Tables 1, 4, and 5) stored in the database unit 312 and the number of away seats is a threshold value. It is determined whether or not it exceeds.
If it is determined that the number of away seats exceeds the threshold value, the audio output determining unit 400 proceeds to the process of S202, and otherwise returns to the process of S200.
In step 202 (S 202), the audio output determination unit 400 determines that audio output is to be performed, and outputs “acceptance group for audio output” and “reason for audio output” to the audio output unit 402.

When the “voice reception target reception group” and the “reason for audio output” are input from the audio output determination unit 400, the audio output unit 402 stores information stored in the database unit 312 (Table 7). The “voice guidance number” and “inserted character string” corresponding to the input information are acquired.
Further, the voice output unit 402 refers to the information (Table 8) stored in the database unit 312 and adds the acquired “inserted character string” to the “output character string” corresponding to the acquired “voice guidance number”. The inserted character string is output as voice via the speakers of the first operation state monitoring terminal 16 and the second operation state monitoring terminal 18.
For example, when the first operation state monitoring terminal 16 performs audio output, the second operation state monitoring terminal 18 is notified to that effect, and all the operation state monitoring terminals (first operation state monitoring terminal 16) are notified. The second operation state monitoring terminal 18) may perform voice output.
Moreover, the 1st operation state monitoring terminal 16 and the 2nd operation state monitoring terminal 18 may display the above-mentioned character string on a display apparatus while outputting an audio | voice.

[Overall operation of call center operation monitoring system 1]
The overall operation of the call center operation monitoring system 1 described above will be described.
1. The CTI server 14 receives a call from the customer telephone terminal 10 and, depending on the push button number pressed by the customer, the operators 1 to 3 (operator terminal 200) of the reception group 1 (first operator terminal group 20). -1 to 200-3) or the operators 4 and 5 (operator terminals 220-1 and 220-2) of the reception group 2 (second operator terminal group 22).
2. The CTI server 14 acquires the states of the operators 1 to 5 and stores the information shown in Tables 1 to 8.
3. The first operation state monitoring terminal 16 installed on the business floor monitors information stored in the CTI server 14 and outputs a voice to an operator on the business floor.
4). The second operation state monitoring terminal 18 installed in the rest area monitors information stored in the CTI server 14 and outputs a voice to the rest area operator.

[Features of call center operation monitoring system 1]
As described above, for example, when the number of received power of the reception group 1 exceeds the threshold, the first operation state monitoring terminal 16 installed on the work floor performs voice output, so that the operator of the reception group 2 The business of the reception group 1 can be supported.
Further, for example, when the number of away seats exceeds a threshold value, the second operation state monitoring terminal 18 installed in the rest area performs voice output, so that the operator can quickly return to work.
The call center operation monitoring system 1 according to the present invention can be applied to call centers in various fields such as a call center of a computer product sales company, a call center in a bank, and a call center in a securities company.

DESCRIPTION OF SYMBOLS 1 ... Call center operation monitoring system, 10 ... Customer telephone terminal, 12 ... Gateway, 14 ... CTI server, 16 ... 1st operation state monitoring terminal, 18 ... 2nd operation State monitoring terminal, 100 ... external network, 102 ... first internal network. 104 ... second internal network, 140 ... information processing device, 142 ... memory, 144 ... CPU, 146 ... external input / output device, 148 ... communication device, 150 ... Storage device, 2 ... operator terminal group, 20 ... first operator terminal group, 22 ... second operator terminal group, 24 ... switching hub, 200 ... operator terminal, 220 ... Operator terminal, 30 ... server program, 300 ... guidance input / output unit, 302 ... operator connection unit, 304 ... status monitoring unit, 306 ... operator status storage unit, 308 ... line State storage unit, 310 ... Database update unit, 312 ... Database unit, 40 ... Audio output program, 400 ... Audio output determination unit, 402 ... Audio output

Claims (1)

A call center operation monitoring system having a telephone terminal, a plurality of operator terminals, a server, and a display terminal connected via a network,
The server
A connection means for connecting a call request received from the telephone terminal to any of the plurality of operator terminals;
Storage means for acquiring and storing the state of each operator terminal;
The display terminal is
Monitoring means for monitoring the status of each operator terminal stored by the storage means of the server;
A call center monitoring system, comprising: voice output means for outputting the stored state of each operator terminal by voice based on the monitored result.

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