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call center device

A call center, manager technology, applied in the direction of subscriber special services, etc., can solve the problems of lack of managers, increased operator information, and long time spent.

Inactive Publication Date: 2012-02-01
OKI ELECTRIC IND CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] However, in the case of a large-scale call center to which a plurality of operators belong, since the number of operators that the manager should assist increases, the amount of operator information that the manager should grasp also increases.
In order to identify the operator who should be assisted with priority, the manager must review all the information, so the operator who needs assistance becomes slow to notice, and there is a problem that the actual assistance becomes slow.
In addition, in order for the administrator to decide how to deal with the situation that the operator is in, he must go through all the information about the operator and provide assistance at the same time, so there is a problem that it takes a long time for one assistance.
[0005] In addition, even if the manager notices the operator who is in a difficult situation, since the operator cannot confirm whether the manager has noticed his own situation, or whether he will take any countermeasures for himself at present, there is a gap between the operator and the manager. The problem of cognitive deviation
In addition, many managers belong to a large-scale call center in many cases, but there is no unit for managers to exchange information with each other, and there are problems of understanding gaps among managers and assistance inefficiency

Method used

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Examples

Experimental program
Comparison scheme
Effect test

no. 1 Embodiment

[0026] figure 1 It is a block diagram showing the call center apparatus 1 together with the public network 800 and the customer terminal 900 . The call center device 1 receives a call from the customer terminal 900 through the public network 800, distributes the received call to any one of a plurality of operator terminals accommodated in itself, and connects the call, so as to respond to calls from customers for dissatisfaction, inquiries, etc. .

[0027] The call center device 1 includes: a gateway server 100, a database server 200, a recording server 300, a call management server 400, operator terminals 500-1 to 500-n (n is a positive integer) and manager terminals 600-1 to 600- m (m is a positive integer). These are connected to each other via LAN 700 in the call center apparatus 1 .

[0028] The gateway server 100 receives a call from the customer terminal 900 through the public network 800, and provides information such as the customer's sender number and receiving nu...

no. 2 Embodiment

[0079] Figure 14 It is a block diagram showing the call center apparatus 1 including the inter-manager transmission and reception unit 660 . Hereinafter, the description will mainly focus on differences from the first embodiment.

[0080] The inter-manager transmission and reception unit 660 has a function of acquiring the processing method data generated by the processing method data transmitting unit 650 and transmitting it to the manager terminals 600-2 to 600-m other than the manager terminal 600-1 to which it belongs. As a result, the processing method data is transmitted to the operator terminal that issued the assistance request, and is also transmitted to each of the manager terminals 600-2 to 600-m. The manager terminal side display unit 630 has means for displaying the processing method information on the screen in a display format such as a pop-up window based on the processing method data from the inter-manager transmission and reception unit 660 . In addition, ...

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PUM

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Abstract

The present invention provides a call center apparatus in which a manager can determine a processing method corresponding to the knowledge and situation of an operator to be assisted in a short time even if there are a large number of operators to be managed, comprising: generating an input based on an assistance request An operator terminal that transmits the assistance request data, and an administrator terminal that generates assistance request display data in a display format determined based on the assistance request data from the operator terminal, and displays the assistance request information on the screen based on the data.

Description

technical field [0001] The present invention relates to a call center apparatus including a plurality of operator terminals for responding to calls from customers and a manager terminal for managing the operator terminals. Background technique [0002] Usually, a plurality of operators are on standby in a call center to respond to calls from customers. When the operator's manager judges that it is necessary to assist an operator who is struggling with customer complaints or questions, he monitors the call of the operator and assists the operator. For example, Patent Document 1 discloses an operator service assistance system in a call center, which includes a unit that converts the operator's call voice into digital voice data, and a unit that outputs the operator's perplexity based on the digital voice data, and sends the assistant The terminal shows the units that output perplexity, etc. With this system, it is possible to reliably assist an operator who is difficult to d...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/51H04M3/42
Inventor 平井佐和代
Owner OKI ELECTRIC IND CO LTD