JP3968214B2 - Caller call source identification method, customer information database, and customer database construction method in a call center - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a method of identifying a caller at a call center, a customer information database used for specifying a caller and displaying customer information, and a method for constructing a customer database.
[0002]
[Prior art]
The call center uses telephones as a customer service window and is set up to increase customer satisfaction and maintain and expand customers. The call center provides services such as telephone consultation, response to various inquiries, provision of information, reception of complaints / failures, and product guidance.
[0003]
Recently, there is a service of a telephone company that notifies a telephone number of a caller when an incoming call is received, and this service is used for smoothly dealing with customers and improving customer satisfaction. In particular, call centers require smoother responses to further improve customer satisfaction. In order to respond to such a request, for example, as described in Japanese Patent Application Laid-Open No. 11-46251, the customer information database is searched based on the caller ID (incoming number, etc.) when a call is received at the call center, and the operator terminal is searched. Customer information is popped up.
[0004]
[Problems to be solved by the invention]
However, according to the above-described conventional method, the caller telephone number is not fixed when the call is sent via the PBX, and the call is handled by the operator. For this reason, it was not possible to respond smoothly to customers.
An object of the present invention is to provide a caller identification method for incoming calls in a call center that can improve the probability of identifying the customer company of the caller even when the call is transmitted via PBX. Another object of the present invention is to provide a customer information database and a method for constructing the same, which can improve the probability of specifying the customer company of the caller even for a call via a PBX in a call center.
[0005]
[Means for Solving the Problems]
In the present invention, the object is achieved by managing customer information by a representative telephone number. When the telephone number received at the call center is not registered in the customer information database, the automatic voice response function automatically prompts the user to input a representative telephone number, and the customer is identified using the representative telephone number as a key. Also, when building the customer information database, if the representative telephone number in the customer information database does not match the incoming telephone number, the voice automatic response function prompts the user to enter the representative telephone number, and the representative telephone number is automatically set in the customer information database. At the same time, the number of incoming calls is counted up, and a relatively frequently used telephone number is automatically recorded in the customer information database in association with the representative telephone number.
[0006]
That is, according to the call center according to the present invention, the caller identification method of the incoming call is specified by searching the customer information database storing the customer name and the customer's telephone number in association with the received telephone number. If there is no phone number in the database that matches the incoming phone number in the call center identification method at the call center, you are prompted to enter a representative phone number, and the customer information database is searched using the entered representative phone number for outgoing calls. It is characterized by specifying the original customer.
[0007]
The customer information database according to the present invention is a customer information database used in a call center in which customer information and a customer telephone number are stored in association with each other, a record storing a customer name and a representative telephone number of the customer, and the representative telephone of the customer Records that store telephone numbers other than numbers are managed as one group.
[0008]
A customer information database construction method according to the present invention is a method of constructing a customer information database in which a customer name, a representative telephone number of the customer and a caller telephone number other than the representative telephone number are stored in a call center, When the telephone number does not match the representative telephone number and the caller telephone number stored in the customer information database, the first step prompts the user to enter the representative telephone number by voice response, and the inputted representative telephone number is stored in the customer information database. And a second step of registering the incoming telephone number as a new caller telephone number in association with the matched representative telephone number when it matches the stored representative telephone number.
[0009]
At this time, the customer information database stores the number of incoming calls of the caller telephone number. When the received telephone number matches the caller telephone number stored in the customer information database, the number of calls of the caller telephone number is determined. A step of counting up, and in the second step, additional registration is performed when the number of caller telephone numbers registered in the customer information database in association with the representative telephone number is less than a predetermined number, When the number of source telephone numbers registered in association with each other reaches a predetermined number, registration may be performed by overwriting the source telephone number having the number of incoming calls of “1”.
[0010]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 1 is a schematic diagram showing a system configuration example of a call center according to the present invention. Company A has a representative telephone 1 and source telephones 2 to 4 other than the representative telephone. Calls from Company A's telephones 1 to 4 are transmitted via PBX 5 of Company A. Company N has only one telephone 9. Although the number of telephones held by each company varies, there are an infinite number of such companies, and outgoing calls from those telephones arrive at the PBX 10 of the call center via the PSTN (public telephone network) 6. The call center 10 includes a CTI (Computer Telephony Integration) server 11, a VRU / IVR (Voice Response Unit / Interactive Voice Response) 12, telephones 13 to 15, operator PCs 16 to 18, and a database server 19 connected to the PBX 10. The VRU / IVR 12 is an automatic voice response function device that automatically responds to customers and prompts the user to enter a representative telephone number. Telephones 13 to 15 are telephones used by the operator at the call center, and operator PCs 16 to 18 are PCs used by the operator. The database server 19 includes a customer information database that manages customer information.
[0011]
FIG. 2 is a diagram showing a detailed example of a customer information database provided in the database server 19. Column 30 is a unique number for the representative telephone number and the caller telephone number. The column 31 stores a representative telephone number and a company name (customer name) corresponding to the caller telephone number. Column 32 stores the representative telephone number of the company (customer). If the company has only one telephone, this customer information database handles the telephone number as the representative telephone number of the company. The column 33 stores a source telephone number other than the representative telephone number of the company. The column 34 stores the number of calls from the corresponding telephone number to the call center. The column 35 stores information related to the customer, such as an address, past purchase history, past reception history, past response contents, sender name, and the like. In the following description, it is assumed that the upper limit value of the record number of the caller telephone number that can be stored in association with one representative telephone number is determined in advance.
[0012]
FIG. 3 is a flowchart illustrating an example of processing in the call center. When a customer call arrives at the call center (step 50), the caller telephone number is compared with the representative telephone number in the customer information database (step 51). If there is a representative telephone number that matches the customer information database, the number of incoming calls is incremented by one (step 52), and the customer information stored in association with the representative telephone number is popped up on the operator's PC (step 52). 65), the operator responds (step 66). If there is no representative telephone number that matches the caller telephone number in the customer information database, it is compared with a caller telephone number other than the representative telephone number in the customer information database (step 53). If there is a caller telephone number that matches the customer information database, the number of incoming calls is incremented by 1 (step 54), and the customer information stored in association with the caller telephone number is displayed in a pop-up (step 65). The operator responds (step 66). At this time, not only the customer information stored in association with the caller telephone number but also the customer information stored in association with the representative telephone number may be displayed in a pop-up simultaneously.
[0013]
If neither the representative telephone number nor the caller telephone number in the customer information database records a telephone number that matches the incoming caller telephone number, the caller has a representative telephone number by the automatic voice response function of VRU / IVR12. (Step 55). If the caller replies that there is no representative telephone number, the incoming caller telephone number is newly registered as a representative telephone number in the customer information database (step 56).
[0014]
On the other hand, if the caller replies to the inquiry about the presence or absence of the representative telephone number in step 55 that there is a representative telephone number, input of the representative telephone number is prompted by the voice automatic response function of the VRU / IVR 12 (step 57). Next, the input representative telephone number is compared with the representative telephone number in the customer information database (step 58). If there is no representative telephone number that matches the telephone number input in the customer information database, the customer information database Then, the input representative telephone number is newly registered (step 59).
[0015]
If a representative telephone number that matches the input telephone number exists in the customer information database, it is checked whether there is a vacancy in the caller telephone number in the customer information database (step 60). The subscriber telephone number is newly registered in the caller telephone number under the representative telephone number (step 61). If there is no vacancy, it is checked whether or not there is a record with the number of incoming calls of “1” in the caller telephone number below the representative telephone number (step 62). If there is a caller telephone number with the number of incoming calls “1”, the incoming caller telephone number is registered by overwriting the number (step 64), and if not, it is not registered (step 63). Thereafter, the information stored in the customer information database is popped up on the operator's PC (step 65), and the operator responds (step 66).
[0016]
FIG. 4 is a sequence diagram illustrating an outline of an example of processing in the call center. When a call from the caller arrives at the call center PBX 10, the PBX 10 acquires the caller telephone number and passes it to the CTI server 11. The CTI server 11 instructs the database server 19 to search the customer information database by the caller telephone number. The database server 19 searches the representative telephone number and the caller telephone number of the customer information database by the caller telephone number, and if there is no matching telephone number, notifies the CTI server 11 of the fact and the CTI server 11 notifies the PBX 10 to the VRU / Instruct transfer to IVR 12. The PBX 10 transfers it to the VRU / IVR 12 in accordance with the instruction, and the VRU / IVR 12 prompts the input of the representative telephone number by voice response.
[0017]
The input representative telephone number is transferred to the database server 19, and the database server 19 searches the representative telephone number input from the customer information database. If there is a representative telephone number that matches the representative telephone number entered in the customer information database, the incoming caller telephone number is registered under the representative telephone number, the customer information is updated, and the information related to the representative telephone number is updated. The stored customer information is displayed on the operator terminal. On the other hand, the VRU / IVR 12 prompts the representative telephone number to be input by voice response, and then transfers the call to the operator. In this way, the operator can quickly and appropriately respond to an incoming call while looking at customer information displayed on the operator terminal.
[0018]
As described above, in the present invention, a customer information database is constructed using a representative telephone number as a key. Therefore, according to the present invention, even if it is difficult to specify a customer from the caller telephone number because the call is made from a plurality of telephone numbers via the PBX, unique information is provided to the customer using the automatic voice response function. It becomes possible to acquire a certain representative telephone number and specify a customer by searching the customer information database by the representative telephone number. Therefore, it becomes possible for the operator to respond quickly, and the customer satisfaction can be improved.
[0019]
In addition, there is a customer company in which the caller telephone number is set to non-call for outgoing calls via PBX. Even in this case, according to the present invention, the VRU / IVR voice automatic response function in the call center prompts the customer company to enter the representative telephone number of the customer company, and the representative telephone number can be registered in the customer information database. Moreover, once the information relating the customer company and its representative telephone number is registered in the customer information database, the representative telephone number is similarly input from the next incoming call of the customer company using the VRU / IVR automatic voice response function. Can be identified by searching the customer information database with the input representative telephone number, and the operator can quickly respond to improve customer satisfaction.
[0020]
【The invention's effect】
According to the present invention, relatively frequently used telephone numbers are automatically recorded in the customer information database, and it is possible to improve the probability of specifying a caller when a call is received even if the call is made via PBX. it can.
[Brief description of the drawings]
FIG. 1 is a schematic diagram showing a system configuration example of a call center according to the present invention.
FIG. 2 is a diagram showing a data configuration example of a customer information database.
FIG. 3 is a flowchart showing an example of processing in a call center.
FIG. 4 is a sequence diagram showing an outline of an example of processing in a call center.
[Explanation of symbols]
1 Company A representative phone 2, 3, 4 Company A sender phone 5 Company A PBX
6 Public telephone network 9 N company telephone 10 Call center PBX
11 Call Center CTI Server 12 Call Center VRU / IVR
13, 14, 15 Call center operator phone 16, 17, 18 Call center operator PC
19 Call center database server

Claims (4)

In the caller identification method of the incoming call in the call center that searches the customer information database in which the customer name and the customer's telephone number are stored in association with each other and searches the incoming telephone number to identify the originating customer,
If there is no telephone number that matches the incoming telephone number in the customer information database, the user is prompted to enter a representative telephone number, and the customer information database is searched with the inputted representative telephone number to identify the originating customer. A caller identification method for incoming calls at a call center. In a customer information database used in a call center that stores customer information and customer phone numbers in association with each other, a record that stores the customer name and the representative phone number of the customer, and a phone number other than the representative phone number of the customer are stored. A customer information database characterized by managing records as one group. In a call center, a method for constructing a customer information database storing a customer name, a representative telephone number of the customer, and a caller telephone number other than the representative telephone number,
A first step for prompting input of a representative telephone number by voice response when the incoming telephone number does not match any of the representative telephone number and the caller telephone number stored in the customer information database;
When the input representative telephone number matches the representative telephone number stored in the customer information database, the second telephone number is registered as a new caller telephone number in association with the matched representative telephone number. The customer information database construction method characterized by including these steps. The customer information database construction method according to claim 3, wherein the customer information database stores the number of incoming calls of the caller telephone number, and the caller telephone number stored in the customer information database is stored in the customer information database. And further counting up the number of incoming calls of the caller telephone number when they match,
In the second step, additional registration is performed when the number of the source telephone numbers registered in the customer information database in association with the representative telephone number is less than a predetermined number, and registered in association with the representative telephone number. A customer information database construction method comprising: registering by overwriting a caller telephone number whose number of incoming calls is “1” when the number of caller telephone numbers reaches a predetermined number.

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