JP2004015763A - Call center support device and program thereof - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a more convenient call center support device. <P>SOLUTION: The information providing part 2000 provides a web page prepared for every user to a terminal device 200 to be used by a registered user. At this time, a telephone originating command to make a telephone call from the terminal device 200 to a call center 3000 is embedded in the web page. Further, a user ID of the user is added to the telephone originating command with a character string capable of making a telephone call. When the user makes a telephone call from the web page displayed on the terminal device 200 to the call center 3000 by using the telephone originating command, the call center 3000 is notified of the user ID of the user. The call center 3000 obtains information about the user and the information of browsing history of the web page by the user on the basis of the notified user ID. Further, it makes a telephone connection to an operator after obtaining data information related with the contents of the browsed web page and showing it to the operator. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a call center support device and a program, and more particularly, to a call center support device and a program that enable quicker and more accurate answers.
[0002]
[Prior art]
2. Description of the Related Art In a company or the like, a call center is known as a department that handles telephone calls to customers. In the call center, not only a telephone connection with a customer but also a CTI (Computer Telephony Integration) for linking with a computer system, a database system or the like is established, and the call center strives for accurate and prompt response.
[0003]
On the other hand, although the use of the Internet has become popular and various information has been provided, inquiries about details are often made by telephone, and the items to be handled by the call center are enormous and widespread. For this reason, operators who respond to telephone calls tend to be specialized, and it takes a long time to connect to the appropriate person in response to user inquiries, and in the process, calls other people one after another. It was often turned. In this case, the user not only has to wait for a long time, but also has to communicate the requirements each time the telephone is turned, which is troublesome. Further, since the operator searches and prepares necessary information after hearing the requirements from the user, the user may have to wait for a long time even after being connected to the person in charge.
[0004]
In recent years, the Internet has been frequently used using mobile communication terminals such as mobile phones. A web page that can be displayed on a mobile communication terminal includes a command for making a telephone call to a telephone number written invisibly, and a telephone inquiry is often made when browsing the web page. Therefore, it is desired to establish a method for effectively integrating the Internet and voice telephone.
[0005]
[Problems to be solved by the invention]
The present invention has been made in view of the above situation, and has as its object to provide a call center support device and a program for realizing a more convenient call center.
[0006]
[Means for Solving the Problems]
In order to achieve the above object, a call center support device according to a first aspect of the present invention includes:
A call center support device for supporting the work of a call center that handles telephone calls,
Web page providing means for generating and providing a web page including a telephone call command enabling the telephone call to the call center,
At least a telephone call using a telephone call command included in the web page provided by the web page providing means is received and connected to a predetermined telephone response person so that a call can be made. And telephone response processing means to be presented to
The web page providing means is a character string capable of making a telephone call, and adds a character string indicating information about a user to which the generated web page is provided to the telephone call command,
The telephone response processing means acquires necessary information based on information about the provision destination user indicated by the added character string included in the received telephone call, and presents the necessary information to the telephone response personnel.
It is characterized by the following.
[0007]
The call center support device,
Access history recording means for accumulating access history information indicating an access history by the registered user, for a web page provided by the web page providing means;
And a related information storage unit that stores information related to the content of the web page provided by the web page providing unit.
The telephone response processing unit acquires access history information and / or related information from the access history recording unit and / or the related information storage unit based on information about a provision destination user indicated by the added character string. To the telephone response personnel.
[0008]
The call center support device,
It is preferable to further include a response information recording unit that records the information on the response by the telephone response processing unit and the information indicating the telephone response person who responded in association with each other. In this case,
The telephone response processing means selects a telephone response person to respond to based on the acquired access history information and / or telephone response information recorded in the response information recording means, and selects the selected telephone response person. Telephone connection and presentation of necessary information.
[0009]
In the above call center support device,
The information on the provision destination user may include at least user identification information for identifying the user and / or predetermined access history information on the user. In this case,
It is desirable that the telephone response processing unit acquires necessary information based on the user identification information and / or the access history information indicated by the received character string and presents the necessary information to telephone response personnel.
[0010]
In the above call center support device,
The web page providing means, if the information about the providing destination user is not a character string capable of making a telephone call, converts the information about the providing user into a character string capable of making a telephone call and adds the information to the telephone calling command;
It is preferable that the telephone response processing unit converts the received character string into information on the destination user, and obtains necessary information based on the converted information on the destination user.
[0011]
According to the above configuration, a highly convenient call center can be realized.
[0012]
In order to achieve the above object, a program according to a second aspect of the present invention includes:
A computer is caused to function as the call center support device.
[0013]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
[0014]
FIG. 1 is a diagram showing a configuration of a call center support system according to an embodiment of the present invention. As illustrated, the call center support system 1 according to the present embodiment includes a communication network (for data communication) 10, a communication network (for voice communication) 20, an in-company computer system 100, and a terminal device 200. It is configured.
[0015]
The communication network 10 is, for example, a packet-switching communication network, and is, for example, a communication network (for example, the Internet, etc.) based on a predetermined data communication protocol such as TCP / IP (Transmission Control Protocol / Internet Protocol). In the present embodiment, description will be made below assuming that the Internet is used as the communication network 10.
[0016]
The communication network 20 is, for example, a communication network of a circuit switching system and mediates voice communication between telephone terminals.
[0017]
The in-company computer system 100 is a computer system constructed in a facility of a business entity such as a company, and various computer devices and databases are interconnected by a LAN (Local Area Network) 50. Things. The in-company computer system 100 according to the present embodiment is a company that provides predetermined products and services, and has a call center that receives telephone inquiries from customers and the like (hereinafter, referred to as “company A”). ) Is a computer system built in the facility. The configuration of the in-company computer system 100 will be described below.
[0018]
As shown in FIG. 1, the in-company computer system 100 includes a user information database 1000, an information providing unit 2000, a call center unit 3000, and a material information database 4000.
[0019]
The user information database 1000 is composed of, for example, a rewritable storage device such as a hard disk device, and stores information on customers of the company A. FIG. 2 shows an example of information stored in the user information database 1000.
[0020]
As shown in the figure, a record is created in the user information database 1000 for each user ID assigned to each customer (user). Each record includes a password used for authentication at the time of login, Information indicating attributes (name, age, gender, occupation, etc.), contact information of the user (phone number, e-mail address, address, etc.), etc. are recorded. In addition to these pieces of information, for example, information (purchase history) indicating a product purchased from the company A may be recorded.
[0021]
The user information database 1000 may be configured from a single device that operates at a single location as shown in FIG. 1 or may be configured from a plurality of database groups that operate in a distributed manner at multiple locations. In this case, these database groups may be connected not only by the LAN 50 but also by a predetermined WAN (Wide Area Network: wide area communication network). That is, in the present embodiment, the user information stored in the user information database 1000 is configured to be sharable by a predetermined computer device of the company A.
[0022]
Next, the configuration of the information providing unit 2000 will be described. The information providing unit 2000 provides information on the company A (for example, company information, product information, etc.) to the terminal device 200 used by the user. In the present embodiment, the information providing unit 2000 functions as a so-called web server that provides a web page to the terminal device 200 via the communication network 10. Therefore, the information providing unit 2000 is configured by a predetermined computer device such as a mainframe or a workstation. It is assumed that the information providing unit 2000 provides the terminal device 200 with at least a web page that can be browsed only by the user registered in the user information database 1000. Hereinafter, the configuration of the information providing unit 2000 will be described with reference to FIG.
[0023]
As shown, the information providing unit 2000 includes a control unit 2100, a wide area communication control unit 2200, a provided information database 2300, an access log database 2400, a local communication control unit 2500, an input unit 2600, and an output unit 2700. And
[0024]
The control unit 2100 includes, for example, a CPU (Central Processing Unit) and controls each unit of the information providing unit 2000, and realizes each process described later by executing a predetermined operation program. .
[0025]
The wide area communication control unit 2200 includes a predetermined communication device such as a router, connects the information providing unit 2000 to the communication network 10, and mainly transmits a web page to the terminal device 200.
[0026]
The provided information database 2300 is composed of, for example, a rewritable storage device such as a hard disk device, and stores information constituting a web page provided to the terminal device 200. FIG. 4 shows an example of information recorded in the provided information database 2300.
[0027]
As shown in the figure, in the provided information database 2300, a record is created for each field ID assigned for each type of information to be provided (for example, for company information, product information, and the like). Indicates a page ID assigned to identify each web page corresponding to the field ID, a URL (Uniform Resource Locator) for specifying the web page on the Internet, a material file forming the web page, and the like. Information is stored.
[0028]
The access log database 2400 is configured from, for example, a rewritable storage device such as a hard disk device, and records an access history (access log) of the web page provided by the information providing unit 2000 by the terminal device 200 or the like. FIG. 5 shows an example of information recorded in the access log database 2400.
[0029]
As shown in the figure, a table is created for each registered user in the access log database 2400, and information indicating the access date and time by the user and URL information indicating the accessed web page are recorded in each table.
[0030]
The local communication control unit 2500 is configured by a predetermined communication device such as a predetermined NIC (Network Interface Card) such as a LAN card, connects the information providing unit 2000 to the LAN 50, and connects to another computer belonging to the in-company computer system 100. It sends and receives information to and from computer devices and database devices.
[0031]
The input unit 2600 includes a predetermined input device such as a keyboard and a pointing device, and is mainly used for inputting information recorded in the provided information database 2300 and the like.
[0032]
The output unit 2700 includes a predetermined output device such as a display device or a printer, and outputs a processing result of the control unit 2100 and the like.
[0033]
Next, the configuration of the call center unit 3000 will be described with reference to FIG. The call center 3000 is a system for responding to telephone inquiries and the like from customers (users) in the company A, and its outline is shown in FIG.
[0034]
As shown, the call center unit 3000 includes a telephone reception device 3100, a call center server 3200, and a plurality of operator terminals 3300.
[0035]
The telephone receiving device 3100 is configured by, for example, a telephone line accommodating device such as a PBX (Private Branch Exchange: private branch exchange). The configuration of the telephone receiving device 3100 will be described with reference to FIG. In the present embodiment, a predetermined PBX device is used as telephone receiving device 3100.
[0036]
As illustrated, the telephone receiving device 3100 includes a control unit 3110, a line accommodating unit 3120, a server connection unit 3130, and a terminal connection unit 3140.
[0037]
The control unit 3110 includes, for example, a CPU (Central Processing Unit) and controls each unit of the telephone reception device 3100.
[0038]
The line accommodating unit 3120 connects the communication network 20 and the telephone reception device 3100, and performs incoming and outgoing voice communication.
[0039]
The server connection unit 3130 connects the telephone reception device 3100 and the call center server 3200 via a predetermined cable or the like and, under the control of the control unit 3110, transmits a predetermined voice signal relating to voice communication received at the line accommodation unit 3120 to the call center. In addition to transmitting to server 3200, it receives a voice signal or the like indicating an instruction from call center server 3200.
[0040]
The terminal connection unit 3140 connects the local telephone network 60 in the call center and the telephone reception device 3100 via a predetermined cable or the like, and controls the control unit 3110 to switch the line received at the line accommodating unit 3120 to a predetermined call center terminal. 3300.
[0041]
Next, the call center server 3200 will be described. The call center server 3200 analyzes the incoming call to the telephone reception apparatus 3100, selects an operator to be answered (telephone reception staff), instructs the operator terminal 3300 to be connected to the telephone reception apparatus 3100, and acquires necessary information. And provides it to a predetermined operator terminal 3300. Therefore, the call center server 3200 is configured by a predetermined computer device such as a workstation, for example, having a configuration capable of receiving and analyzing a voice signal transmitted from the telephone reception device 3100. The configuration of the call center server 3200 will be described with reference to FIG.
[0042]
As shown, the call center server 3200 includes a control unit 3210, a PBX connection unit 3220, a local communication control unit 3230, an operator information database 3240, a material search information database 3250, a response history information database 3260, and an input unit. 3270 and an output unit 3280.
[0043]
The control unit 3210 includes, for example, a CPU (Central Processing Unit), controls each unit of the call center server 3200, and executes a predetermined operation program to realize each process described below. .
[0044]
PBX connection unit 3220 connects call center 3200 and server connection unit 3130 of telephone reception device 3100 via a predetermined cable, receives a voice signal transmitted from telephone reception device 3100, and transmits to telephone reception device 3100. Is transmitted.
[0045]
The local communication control unit 3230 is formed of a predetermined communication device such as a predetermined NIC (Network Interface Card) such as a LAN card, connects the call center server 3200 to the LAN 50, and connects to another computer belonging to the in-company computer system 100. It sends and receives information to and from devices and database devices.
[0046]
The operator information database 3240 is composed of, for example, a rewritable storage device such as a hard disk device, and holds information on the call center operator. FIG. 9 shows an example of information recorded in the operator information database 3240.
[0047]
As shown in the figure, a record is created in the operator information database 3240 for each operator ID information indicating an operator ID assigned to each operator, and each record has a terminal ID specifying an operator terminal 3300 used by the operator. In addition, information indicating an assigned field ID indicating the assigned field of the operator, a response flag indicating whether the operator is currently available, and the like are recorded. Here, as the terminal ID information, for example, an extension number for specifying a telephone terminal device 3310 (described later) included in the operator terminal 3300 via the private telephone network 60, and an information terminal device included in the operator terminal 3300 Information indicating a MAC (Media Access Control) address for designating 3320 (to be described later) via the LAN 50 is recorded. The assigned field ID information corresponds to a field ID indicating the field of the web page provided by the information providing unit 2000. If the operator is currently available, the flag is turned on ("1") to indicate "available", and the operator is currently unavailable, for example, during reception or leaving his / her seat. If so, the flag is turned OFF ("0"), indicating "impossible". The information recorded in the operator information database 3240 is assumed to be input by each operator operating the information terminal device 3320 of the operator terminal 3300. In this case, for example, when the operator goes to work, the terminal ID and the like are automatically notified by accessing the call center server 3200 from the information terminal device 3320 used by the operator, and the operator inputs the operator ID. Thus, the above information is recorded on the operator terminal 3300. Therefore, the operator information database 3240 records information about the operator currently working.
[0048]
The material search information database 3250 is composed of, for example, a rewritable storage device such as a hard disk device, and is used to search for information to be displayed on the information terminal device 3320 of a predetermined operator terminal 3300 in response to an incoming call from a customer. Information is stored. FIG. 10 shows an example of information recorded in the material search information database 3250.
[0049]
As shown in the figure, a record is created in the material search information database 3250 for each field ID information indicating the field of the web page provided by the information providing unit 2000, and each record has a page indicating a web page belonging to the field. The ID and information for designating material information related to the description content of the page are recorded. Here, the material information is necessary for responding to inquiries from customers, such as information indicating more detailed contents of a web page provided by the information providing unit 2000 and technical information that is not disclosed to the public. This is information indicating the material. The material information includes information stored on a material information database 4000 described later, as well as information presented on another website.
[0050]
The response history information database 3260 is composed of, for example, a rewritable storage device such as a hard disk device, and records information relating to a response at a call center. FIG. 11 shows an example of information recorded in the response history information database 3260.
[0051]
As shown in the drawing, a record is created in the response history information database 3260 for each piece of information indicating the date and time of the response at the telephone terminal device 3310 of the operator terminal 3300, and each record has a response code assigned to the response, User's user ID, the transition history of the web page provided by the information providing unit 2000 browsed by the user indicated by the user ID before the telephone inquiry, the operator ID indicating the operator who responded, a file in which the content of the question by the user is recorded, Information indicating a file in which response contents are recorded, response time, and the like are recorded.
[0052]
The input unit 3270 is constituted by a predetermined input device such as a keyboard and a pointing device, and is mainly used for input to the material search information database 3250, the response history information database 3260, and the like.
[0053]
The output unit 3280 includes a predetermined output device such as a display device or a printer, and outputs a processing result of the control unit 3210 and the like.
[0054]
Next, the operator terminal 3300 will be described. The operator terminal 3300 is configured by a pair of a telephone terminal device 3310 and an information terminal device 3320. The telephone terminal device 3310 is composed of a telephone terminal device such as a business phone connected to the telephone reception device 3100 via the private telephone network 60, and mediates a voice call between the operator and the customer. The information terminal device 3320 is constituted by a general-purpose computer device such as a personal computer, or a computer device specially made for the present call center system. In addition, various material information acquired by the processing described later is presented. These pieces of information are acquired by the call center server 3200 and provided to the information terminal device 3320. Therefore, the information terminal device 3320 has a configuration connectable to the call center server 3200 via the LAN 50, and includes, for example, a display device or the like that enables at least the information provided from the call center server 3200 to be provided to the operator. And
[0055]
Next, the material information database 4000 will be described. The material information database 4000 is composed of, for example, a rewritable storage device such as a hard disk device, and accumulates information indicating various materials to be referred to when a call center operator answers an inquiry from a user. Although FIG. 1 shows a case where a single material information database 4000 is incorporated in the in-house computer system 100 via the LAN 50 for ease of explanation, the material information database 4000 It may be composed of a database group, and further, these database groups may be distributed at a plurality of locations. In this case, it is assumed that these databases are connected not only to the LAN 50 but also to the in-house computer system 100 via a predetermined WAN or the like. Further, the material information database 4000 is not limited to one owned by the company A, and may be, for example, an external web server that provides a web page through the Internet.
[0056]
Next, the terminal device 200 will be described. The terminal device 200 is composed of, for example, a mobile communication terminal such as a mobile phone, and is configured to be able to perform at least data communication and voice communication via the communication networks 10 and 20. In this case, in the data communication, at least a web page described in a predetermined markup language provided from the information providing unit 2000 can be received, interpreted, and displayed. Is transmitted. Therefore, the terminal device 200 includes a predetermined communication device for connecting to the communication networks 10 and 20, a predetermined control device for interpreting the received web page data, a predetermined display device for displaying the received web page, and , At least an input device for a user to input predetermined information. Also, a predetermined program (for example, a browser program) necessary for interpreting and displaying the received web page data is installed in the terminal device 200, and the control device executes the program to display the web page or the like. Shall be possible. In this case, examples of markup languages that can be interpreted by the browser program include HTML (Hyper Text Markup Language), C-HTML (Compact Hyper Text Markup Language), and WML (Wireless Markup Language).
[0057]
Next, the operation of the call center support system 1 according to the embodiment of the present invention will be described with reference to the drawings.
[0058]
First, a process of providing information to the terminal device 200 by the information providing unit 2000 will be described with reference to a flowchart of FIG. Here, a description will be given of a case where a web page that can be viewed only by a user (registered user) registered in the user information database 1000 is provided. This processing is executed when the terminal device 200 accesses the information providing unit 2000.
[0059]
First, when the wide area communication control unit 2200 of the information providing unit 2000 receives access from the terminal device 200, the control unit 2100 acquires information constituting a login page as shown in FIG. It transmits to the terminal device 200 (step S101).
[0060]
In the case where the user is a registered user, the terminal device 200 inputs the assigned user ID and password (hereinafter, referred to as “authentication information”) from a login screen and transmits the information to the information providing unit 2000.
[0061]
When the wide area communication control unit 2200 of the information providing unit 2000 receives the authentication information from the terminal device 200 (step S102), the control unit 2100 accesses the user information database 1000 via the local communication control unit 2500 and the LAN 50 and receives the authentication information. It is determined whether or not the user is a registered user based on the authentication information (Step S103).
[0062]
Here, if it is determined that the user is not a registered user (step S103: No), the processing is terminated, and processing such as providing a page for general users is separately performed.
[0063]
On the other hand, when it is determined that the user is a registered user (step S103: Yes), the control unit 2100 acquires the user ID information included in the received authentication information and holds the user ID information in a predetermined work area or the like (step S104). ).
[0064]
The establishment of the user authentication is regarded as a request for a predetermined web page such as a top page (step S105: Yes), and a corresponding web page is created (step S106). In the present embodiment, so-called personalization, in which a web page is created and transmitted individually for each user, is performed.
[0065]
Therefore, the control unit 2100 refers to the user information database 1000, obtains material data of a web page to be provided to the user from the provided information database 2300, and creates a web page.
[0066]
Here, the control unit 2100 refers to data described in a markup language that determines a layout or the like in the web page among the material data acquired for creating the web page, and includes a telephone call command in the description of the data. Is determined (step S107).
[0067]
Further, the “telephone call command” is a command that can embed telephone number information in a web page invisibly and designate an arbitrary display on the web page with the terminal device 200 to make a telephone call to the embedded telephone number. It is. For example, in C-HTML, it is known as a “TEL tag”. For example, in the display example of the terminal device 200 shown in FIG. 14A, the text “Click here for inquiries by telephone” is displayed at the bottom of the page, and “here” is clickably displayed. (For example, reverse display). In this case, after operating the terminal device 200 and selecting the display of “here”, by performing a predetermined operation (such as selecting “call” in the figure), a call is made to the invisiblely embedded telephone number. Called.
[0068]
FIG. 14B is a description example of a markup language (in this case, C-HTML) constituting the display screen of FIG. 14A. As shown in the figure, a “TEL” tag is associated with the text “here”, and the “TEL” tag specifies the telephone number “03-1234-****”. Therefore, in the display example of FIG. 14A, when "click" is clicked and "call" is selected, a telephone call is made to "03-1234-****". In the present embodiment, the telephone number of the call center of company A is described as the telephone number specified in the telephone call command. Therefore, when a telephone call is made from the terminal device 200 using the telephone call command of the web page provided by the information providing unit 2000, the call is sent to the call center of the company A.
[0069]
The control unit 2100 determines in step S107 whether or not the telephone call command such as the “TEL” tag is included in the provided web page data.
[0070]
Here, when it is determined that the telephone call command is included (step S107: Yes), the control unit 2100 adds the user ID information held in step S104 to the telephone call command (step S108). Here, control unit 2100 converts the user ID information into a character string that can be called by a telephone according to a predetermined conversion procedure, and adds it. That is, when making a telephone call, generally, telephone number information is transmitted using DTMF (Dual Tone Multi Frequency: so-called “push sound” or “tone sound”). There are a total of 16 kinds of numbers from 0 to 9; symbols of “*” and “#”; and alphabets from “A” to “D”. Therefore, if the user ID includes a character string other than these 16 types of alphanumeric characters and symbols, transmission using DTMF cannot be performed as it is. For this reason, the control unit 2100 converts the user ID information by a predetermined conversion method so that the user ID information can be represented by the above 16 types of alphanumeric characters and symbols.
[0071]
Note that when the user ID information can be expressed by the 16 types of alphanumeric characters and symbols (that is, when the user ID information is constituted by a character string that can be transmitted by telephone), the conversion need not be performed.
[0072]
The addition of the user ID information to the telephone call command uses, for example, a predetermined suffix. FIG. 14C shows a description example in a markup language (in this case, C-HTML) when the user ID information is added to the telephone call command. As shown, a predetermined suffix (for example, “#”) is added after the telephone number information specified in the “TEL” tag shown in the description example of FIG. The character string “012345” is added. When the user clicks “here” on the terminal device 200 displaying this web page and selects “call” based on such a description, a call is made to “03-1234-****” and a character string is displayed. “012345” is notified to the destination.
[0073]
The web page data to which the user ID information is added is transmitted to the terminal device 200 by the wide area communication control unit 2200 (step S109). If the transmitted web page data does not include the telephone call command (step S107: No), the web page data is transmitted without adding the user ID information.
[0074]
The information providing unit 2000 performs the processing of steps S106 to S109 on the web page requested by clicking a link or the like while the session with the terminal device 200 is continued (step S110: No, S105: Yes). . When there is no further page request (step S105: No) and the session with the terminal device 200 ends (step S110: No), the information providing process by the information providing unit 2000 ends. The information providing unit 2000 determines whether or not the session with the accessing terminal device 200 is continued, for example, by a user recognition method such as a so-called cookie.
[0075]
Next, a call reception process of the call center unit 3000 when a call is made to the call center from the web page provided to the terminal device 200 by the information providing process will be described with reference to a flowchart shown in FIG. This telephone reception process is started when a call is received by the telephone reception device 3100 of the call center unit 3000.
[0076]
First, when a voice signal arrives at line accommodating section 3120 of telephone accepting apparatus 3100, control section 3110 transmits the incoming signal to call center server 3200 via server connection section 3130. In the call center server 3200, when the PBX connection unit 3220 receives the incoming signal from the telephone receiving device 3100, the control unit 3210 determines whether or not the incoming signal has a DTMF signal indicating additional information (step S201). .
[0077]
If there is additional information (step S201: Yes), the control unit 3210 sends the additional information, that is, information represented by the 16 types of character strings that can be expressed by the DTMF signal to the information providing unit 2000. The unit 2100 performs inverse conversion of the conversion performed in step S108, thereby reproducing and acquiring user ID information from the additional information (step S202). At this time, the control unit 3210 controls the private communication control unit 3230 to acquire and hold attribute information, contact information, and the like corresponding to the user ID from the user information database 1000 via the LAN 50.
[0078]
The control unit 3210 accesses the access log database 2400 of the information providing unit 2000 via the local communication control unit 3230, and reads the access log information from the current time to a predetermined time (for example, 5 minutes) before the current time. It is acquired (step S203). That is, the user who has made a telephone inquiry using the telephone call command of the web page specifies which web page was viewed immediately before the user so as to follow the transition.
[0079]
The control unit 3210 acquires the web page data indicated in the acquired access log information from the information providing unit 2000 via the LAN 50 (Step S204).
[0080]
The control unit 3210 further refers to the provided information database 2300 via the LAN 50 based on the acquired access log information, and acquires information indicating the page ID and the field ID of the web page indicated in the access log (Step S205) ).
[0081]
The control unit 3210 accesses the material search information database 3250 of the call center server 3200 and, based on the field ID and the page ID obtained in step S205, updates the material information on the web page indicated in the access log information obtained in step S203. The storage location is specified, and material information is acquired from the specified database or the like via the local communication control unit 3230.
[0082]
Next, control unit 3210 executes an operator selection process (step S300) for selecting an operator to be connected to the telephone line for the incoming call. This operator selection processing will be described with reference to the flowchart in FIG.
[0083]
The control unit 3210 accesses the response history information database 3260 (step S301), and searches for a past case showing the same or similar browse transition pattern as the browse transition pattern indicated in the access history acquired in step S203 (step S302). ).
[0084]
The control unit 3210 acquires the operator ID of the operator in charge of the searched past case (step S303), accesses the operator information database 3240, refers to the response availability flag, and identifies the operator indicated by the acquired operator ID. Of these, the currently available operator is designated as the operator in charge, terminal ID information designating the terminal used by the operator is acquired (step S304), and the process returns to the telephone reception process shown in FIG.
[0085]
The control unit 3210 sends the user information acquired in step S202, the web page data acquired in step S204, and the web page data acquired in step S206 to the information terminal device 3320 indicated by the terminal ID information acquired in step S304 of the operator selection process. The document information is transmitted and displayed on the display device of the information terminal device 3320 as shown in FIG. 17 (step S207).
[0086]
The control unit 3210 further calls the telephone terminal device 3310 indicated by the terminal ID information acquired in step S304 of the operator selection process, and connects the telephone line for the incoming call (step S208). If the incoming signal does not include the additional information (step S201: No), that is, the call is not a call using a call command of a web page, so that user information or the like cannot be obtained. Therefore, the telephone line is connected to the telephone terminal device 3310 of any operator currently available.
[0087]
The control unit 3210 creates a new record in the response history information database 3260 based on the date and time information corresponding to the operator in response to the call (step S209), adds the response code of the response, and adds the user ID information acquired in step S202. , A browsing transition pattern based on the access log information acquired in step S203 (that is, a page ID or URL indicating a web page browsed until immediately before the inquiry), and an operator ID of the operator selected in the operator selection processing. The information is recorded, and the process ends. Note that the control unit 3210 changes the response availability flag of the record of the operator in the operator information database 3240 to “impossible” when the operator accepts the call.
[0088]
The operator responding to the telephone call in step S208 answers an inquiry from the user while referring to each information displayed on the information terminal device 3320. When the answer is over and the telephone call on the telephone terminal device 3310 of the operator is disconnected, the control unit 3210 records the disconnection time in the response history information database 3260. The operator operates the information terminal device 3320 to create a predetermined file (for example, a text file or a voice file) indicating the contents of the inquiry and the contents of the answer, and records the file in the response history information database 3260 of the call center server 3200. The operator changes the response availability flag of the operator information database 3240 to “permitted” by a predetermined operation if the next response is possible.
[0089]
As described above, according to the call center support system 1 according to the embodiment of the present invention, by adding the user ID indicating the user to the telephone call command of the web page provided to the terminal device 200, When a user makes a telephone inquiry to a call center using a telephone call command, the user ID can be notified. Then, based on the notified user ID, the user information of the user, the web pages browsed before making a telephone inquiry, and various types of material information on the contents of those web pages are collected, and the operator makes a telephone call. Before leaving, it is presented to the operator, so that the operator can predict what kind of inquiry it is and listen to the web page that the user was looking at before hearing the requirement from the user, Can respond quickly.
[0090]
Further, based on the various kinds of information thus obtained, an optimal operator is selected and connected, so that the user can obtain a more accurate answer. Also, since the information is prepared before answering the telephone call, the operator does not have to worry about what kind of inquiry is made, and the mental burden is reduced.
[0091]
In the above-described embodiment, the “user ID information” is added to the telephone call command. However, information added to the telephone call command is arbitrary as long as the accessed web page can be specified. For example, page ID information shown in the access log, session ID information given for each session, or the like may be added. Thus, the effect of the present invention can be obtained even when there is no “user ID information” exemplified in the above-described embodiment, or even when access is made from an unregistered user (unspecified user).
[0092]
Further, in the above-described embodiment, the operator in charge of the past similar case is specified in the operator selection process, but the operator selection method is arbitrary. For example, an operator whose field is the field ID of the web page indicated in the access history may be selected.
[0093]
In the above embodiment, a mobile phone has been described as an example of the terminal device 200. However, any device capable of receiving a web page provided by the information providing unit 2000 and capable of voice communication may be replaced with any device in the above embodiment. It can be adopted as the terminal device 200 according to the embodiment. For example, an information terminal device such as a personal computer capable of voice communication using a voice communication protocol such as VoIP (Voice over IP) may be employed as the terminal device 200.
[0094]
It should be noted that the call center server 3200 according to the embodiment of the present invention can be realized using a normal computer system without using a dedicated system. For example, a call center server 3200 that executes the above-described processing is configured by installing the program from a recording medium (such as a flexible disk or a CD-ROM) that stores the program for executing the above-described processing in a general-purpose computer. be able to.
[0095]
Means for supplying these programs is optional. In addition to being supplied via a predetermined recording medium as described above, it may be supplied via, for example, a communication line, a communication network, a communication system, or the like. In this case, for example, the program may be posted on a bulletin board (BBS) of a communication network and provided by being superimposed on a carrier via the network. Then, the above-described processing can be executed by activating the provided program and executing it in the same manner as other application programs under the control of the OS.
[0096]
【The invention's effect】
As described above, according to the present invention, a more convenient call center can be realized.
[Brief description of the drawings]
FIG. 1 is a diagram showing a configuration of a call center support system according to an embodiment of the present invention.
FIG. 2 is a diagram showing an example of information recorded in a user information database shown in FIG.
FIG. 3 is a block diagram illustrating a configuration of an information providing unit illustrated in FIG. 1;
FIG. 4 is a diagram showing an example of information recorded in a provided information database shown in FIG. 3;
FIG. 5 is a diagram illustrating an example of information recorded in an access log database illustrated in FIG. 2;
FIG. 6 is a diagram showing a configuration of a call center unit shown in FIG.
FIG. 7 is a block diagram showing a configuration of the telephone reception device shown in FIG.
FIG. 8 is a block diagram showing a configuration of a call center server shown in FIG.
9 is a diagram showing an example of information recorded in an operator information database shown in FIG.
FIG. 10 is a diagram showing an example of information recorded in a material search information database shown in FIG.
11 is a diagram showing an example of information recorded in a response history information database shown in FIG.
FIG. 12 is a flowchart illustrating an information providing process according to the embodiment of the present invention.
13 is a diagram showing a display example of a login page transmitted in the information providing process shown in FIG.
14A and 14B are diagrams for explaining a telephone call command used in the information providing process shown in FIG. 12, wherein FIG. 14A shows a display example of a web page using the telephone call command, and FIG. An example of a telephone call command described in a language constituting a web page shown in a) is shown, and FIG. 7C shows an example of description in a case where additional information is added to the telephone call command shown in FIG.
FIG. 15 is a flowchart illustrating a telephone reception process according to the embodiment of the present invention.
16 is a flowchart illustrating an operator selection process performed in the telephone reception process shown in FIG.
17 is a diagram showing a display example of information displayed on the operator terminal in the telephone reception processing shown in FIG.
[Explanation of symbols]
10 Communication network
20 Communication Network
100 company computer systems
200 terminal device
2000 Information Provision Department
3000 Call Center

Claims (6)

A call center support device for supporting the work of a call center that handles telephone calls,
Web page providing means for generating and providing a web page including a telephone call command enabling the telephone call to the call center,
At least a telephone call using a telephone call command included in the web page provided by the web page providing means is received and connected to a predetermined telephone response person so that a call can be made. And telephone response processing means to be presented to
The web page providing means is a character string capable of making a telephone call, and adds a character string indicating information about a user to which the generated web page is provided to the telephone call command,
The telephone response processing means acquires necessary information based on information about the provision destination user indicated by the added character string included in the received telephone call, and presents the necessary information to the telephone response personnel.
A call center support device, characterized in that: Access history recording means for accumulating access history information indicating an access history by the registered user, for a web page provided by the web page providing means;
A related information storage unit for storing information related to the content of the web page provided by the web page providing unit,
The telephone response processing unit acquires access history information and / or related information from the access history recording unit and / or the related information storage unit based on information about a provision destination user indicated by the added character string. And present it to the telephone response personnel,
The call center support device according to claim 1, wherein: Further comprising a response information recording unit that records information relating to the response by the telephone response processing unit and information indicating a telephone response person who has responded,
The telephone response processing means selects a telephone response person to respond to based on the acquired access history information and / or response information recorded in the response information recording means, and Make phone connections and provide necessary information,
The call center support device according to claim 1 or 2, wherein: The information on the provision destination user includes at least user identification information for identifying the user and / or the predetermined access history information on the user,
The telephone response processing means acquires necessary information based on the user identification information and / or the access history information indicated by the received character string, and presents the necessary information to telephone response personnel.
The call center support device according to claim 1, wherein The web page providing means, if the information about the providing destination user is not a character string capable of making a telephone call, converts the information about the providing user into a character string capable of making a telephone call and adds the information to the telephone calling command;
The telephone response processing means converts the received character string into information on the destination user, and acquires necessary information based on the converted information on the destination user;
The call center support device according to any one of claims 1 to 4, wherein: A program for causing a computer to function as the call center support device according to any one of claims 1 to 5.

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