Operating method of call center and device thereof

A technology of an agent device and a computer device, which is applied in the direction of special services for subscribers, semi-automatic systems, etc., can solve problems such as notification of operation status, difficulties in comprehensive management of call centers, etc., and achieve the effect of reducing operating costs, saving labor, and reducing efficiency.

Inactive Publication Date: 2006-05-03
JFE SYST
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0022] Now, under such circumstances, it is impossible to carry out joint work between the predictive signaling device after equipment expansion and the call center that is already in operation, for example, the operator who is using the predictive signaling device and the operator of the call center that is already in operation cannot be performed Call forwarding of additional data between or unified management of operators, etc.
In addition, in the call center, it is sometimes difficult to comprehensively manage multiple call centers because the operation status cannot be notified to other systems

Method used

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  • Operating method of call center and device thereof
  • Operating method of call center and device thereof
  • Operating method of call center and device thereof

Examples

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Embodiment Construction

[0110] Hereinafter, embodiments of the present invention will be described in detail using drawings.

[0111] First, embodiments of the first to third inventions of the present application will be described in detail.

[0112] FIG. 1 is a block diagram showing an overall configuration of a usage mode of a plurality of call center operating devices 10 to which the first embodiment of the first invention to the third invention of the present application is applied.

[0113] In this figure, in the call center in which the call center device 3 is installed, the dial-out business of calling to the customer's telephone 5 via the public telephone line 1 and the service of receiving a call from the customer's telephone 5 via the public telephone line 1 are performed. Dial-in services for calls. In the call center, multiple operators perform dial-out and dial-in services.

[0114] Furthermore, a plurality of call center operating devices 10 are connected to these plurality of call ce...

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Abstract

In a plurality of call center operating devices, there is an operator unified management device that determines the increase or decrease of the number of operators in charge of the call-out service for each of these call centers, and communicates the result of the determination to the corresponding call center, in one place Centrally manage the number of operators for outbound services in multiple call centers. It is possible to effectively utilize equipment resources depending on human resources and the number of operators of the call center, and to further reduce overall call center operating costs by improving the efficiency of maintenance and management of databases, etc., and reducing telephone charges for customers.

Description

[0001] This application is a divisional application of: [0002] Title of Invention: Application method and device of call center [0003] Application date: August 3, 2000 [0004] Application number: 00819132.8 (PCT / JP00 / 05216) technical field [0005] The present invention relates to a call center operating system. In particular, the first to third inventions of the present application relate to an operating system of a plurality of call centers in which a plurality of operators are in charge of dialing out calls to customers and dialing in calls based on calls received from customers. In particular, effective use of equipment resources depending on the human resources and number of operators of the call center can be achieved, and the overall call center operating cost can be suppressed by further improving the efficiency of maintenance management such as databases and suppressing telephone charges for customers. A plurality of call center operating methods, a plurality ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/42H04M3/60
Inventor 吉泽功上原谦一郎樱田和之
Owner JFE SYST
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