JP5143051B2 - Reception input data processing system - Google Patents

Description

  The present invention relates to a reception input data processing system, and is particularly useful when applied to support an operator who receives complaints and requests from customers and transmits them to a plurality of departments.

  Generally, a company performs reception work for receiving complaints and requests from customers. In particular, in companies with multiple departments, the person in charge of reception receives the complaints and requests from customers over the phone, etc., writes it into a form that is specified for each department, and the form is assigned to the department in charge. To communicate.

  Human error tends to occur in such writing and selection of a form determined for each department. For this reason, a situation occurs in which a customer's complaint is not transmitted to an appropriate department in charge, or a customer's complaint is not accurately transmitted to the department in charge. As a result, it takes time to handle customer complaints, leading to a decline in the corporate image.

  In this way, the receptionist must respond carefully to the customer, and depending on the response, it may cause the image of the company to be down, which places an excessive mental burden on the receptionist .

  As a technology for supporting the reception work of such a reception person in charge, there is a technique that makes it possible to easily check the reception data received by the reception person in charge (see, for example, Patent Document 1). However, this technique improves the system after the reception person accepts customer complaints and the like, and still places a burden on the reception person.

JP 2007-034427 A

  In view of such circumstances, the present invention is a reception input data processing system capable of assisting a reception person in charge to accurately convey a complaint from a customer to a department in charge and to take an appropriate response to the customer. The purpose is to provide.

  A first aspect of the present invention for achieving the above object is a reception input data processing system that supports a receptionist who receives customer complaints and requests and transmits them to a department in charge according to the contents thereof. An in-house term database that stores the department in charge and internal terms used in this department, information on the business, incident, or accident that the department in charge has, and the location, incident, or accident where the business is conducted A department-specific database provided for each department in charge, a keyword receiving means for inputting a customer complaint and request keyword, a customer's name and address, and the in-house term database In-house term search means for searching in-house terms corresponding to a keyword, and information on a business, incident, or accident related to the keyword The database selection means for selecting the departmental database having information and the departmental database selected by the database selection means to retrieve information relating to the business, incident or accident being performed in the vicinity of the customer's address Complaint cause identification means, simple correspondence advice display means for displaying on the screen information related to the business, incident or accident searched by the complaint cause identification means, and countermeasures thereof, the in-house term corresponding to the keyword, the customer The receipt input data processing system is provided with a form transmission means for transmitting form information including the name and address to the department in charge.

  In this first aspect, the receptionist asks for complaints from customers, etc., and simply inputs the complaints etc. into the reception input data processing system as keywords, identifies the cause of the customer complaints, etc. Take action and communicate to the department in charge. Thereby, the corporate image of the customer's company can be maintained and improved. Furthermore, since the person in charge of the reception can respond to the customer accurately and quickly, the customer is not frustrated. As a result, the person in charge of the reception can be relieved from excessive pressure due to the customer's irritation, and the mental burden on the person in charge of the reception can be reduced.

  According to a second aspect of the present invention, in the received input data processing system described in the first aspect, the department database stores information related to a contract with the customer, and the complaint cause identifying means includes: In the received input data processing system, information related to a contract of a customer is searched from the department database selected by the database selection means using the customer's name as a search keyword.

  In the second aspect, it is possible to identify the cause of the complaint caused by the content of the contract with the customer.

  According to a third aspect of the present invention, in the received input data processing system described in the first or second aspect, the search is performed using an address database in which the customer's address is registered and a part of the customer's address as a search key. An acceptance input data processing system comprising: address input support means for displaying a list of customer addresses corresponding to keys.

  In the third aspect, the trouble of inputting the customer's address is reduced, and an accurate address can be input while avoiding an input error. Thereby, it is possible to accurately respond to the customer.

  According to a fourth aspect of the present invention, in the received input data processing system described in any one of the first to third aspects, a name database in which a customer's name is registered and a part of the customer's name are searched keys And a name input support means for displaying a list of customer names corresponding to the search key.

  In the fourth aspect, the trouble of inputting the customer's name is reduced, and an accurate name can be input while avoiding an input error. Thereby, it is possible to accurately respond to the customer.

  According to a fifth aspect of the present invention, in the received input data processing system described in any one of the first to fourth aspects, the form information transmitted by the form transmission means includes an essential item that requires input. The received input data processing system includes an uninput item check unit that is included and displays a message prompting that the required item is not input when the required item is not input.

  In the fifth aspect, the form information including all matters to be transmitted to each responsible department is transmitted to the responsible department. As a result, customer-related information, customer complaints, and the like are accurately transmitted to the responsible department without omission, and the responsible department can appropriately respond based on the form information.

  According to the present invention, there is provided a reception input data processing system capable of supporting a reception person in charge accurately communicating a complaint from a customer to a department in charge and taking an appropriate response to the customer. The

It is a conceptual diagram which shows the one usage pattern of the reception input data processing system which concerns on embodiment of this invention. It is a functional block diagram of the acceptance input data processing system concerning the embodiment of the present invention. It is a flowchart which shows the operation example of the reception input data processing system which concerns on the implementation mobile of this invention. It is a flowchart which shows the operation example of the reception input data processing system which concerns on the implementation mobile of this invention. It is a figure which shows an example of a form.

  Hereinafter, modes for carrying out the present invention will be described. The description of the present embodiment is an exemplification, and the present invention is not limited to the following description.

<Embodiment 1>
FIG. 1 is a conceptual diagram showing one usage pattern of a received input data processing system according to an embodiment of the present invention. As shown in the figure, a company that uses the reception input data processing system has a reception center 1 in which a reception person A who performs reception work is resident. The reception person A receives customer complaints and requests using the telephone 2 connected to the customer's telephone 3 via the telephone line network 4. In addition, the reception person in charge A obtains support about how to deal with the customer from the reception processing terminal 10 and responds to the customer by telephone, or uses the reception processing terminal 10 to provide the form information in which the customer's complaint is described Communicate to each department in charge. The department in charge is a department that is responsible for executing a part of the business of the company. In this embodiment, the sales department, the power distribution section, the general affairs section, the civil engineering section, the materials section, the land section, and the power affairs section Is illustrated.

  FIG. 2 is a functional block diagram of the received input data processing system according to the embodiment of the present invention. As shown in the figure, the reception input data processing system includes a reception processing terminal 10, an in-house term database 20, an address database 21, a name database 22, and a department database 30.

  The in-house term database 20 stores the names of departments in charge and the in-house terms used in the departments in charge, so that in-house terms corresponding to the words used by ordinary people such as customers can be searched. Table 1 illustrates an in-house term database 20.

  In Table 1, for example, No. 1 shows “electric pole replacement work” as an in-house term for the distribution section, and No. 4 shows “our new construction work” as an in-house term for the general affairs section. On the other hand, “construction” is an example of a word used by a customer (general person). The in-house terminology database 20 uses the word “construction” as a search key, and searches for in-house terms No. 1 to 8 including the keyword “construction” such as “electric pole replacement construction” and “our new construction”. It has come to be.

  The departmental database 30 is a database in which a business, an incident or an accident managed by a department in charge and a place where the business is performed or a place where an incident or an accident has occurred are recorded. Examples of business are “electric pole replacement work” for the power distribution section, “our new construction work” for the general affairs section, and “accident power outage” for the power distribution section. The names of these businesses, incidents, or accidents are also recorded in the in-house term database 20 as in-house terms.

  A plurality of department-specific databases 30 are provided for each department in charge. The received input data processing system according to the present embodiment includes, as an example of a department-specific database, a power distribution database (hereinafter, abbreviated as “DB”) 31 that a power distribution section has, a material DB 32 that a material section has, and a general affairs section. It has a general affairs DB 33, a site DB 34 owned by the site section, and a civil engineering DB 35 owned by the civil engineering section. Tables 2 to 6 exemplify databases of each department in charge.

  Further, as an example of the department-specific database 30, a sales database 36 (indicated as “sales DB” in the drawing) in which information related to contracts with customers is recorded may be included. In the business DB 36, for example, the date and time of contract start with a customer, service content, service fee, service fee payment status, and the like are recorded.

  The reception processing terminal 10 includes a CPU, a storage device (RAM, hard disk, etc.), a keyboard 8 as an example of an input device, a display 9 as an example of an output device, hardware such as communication means, and these devices in an integrated manner. And software for operating.

  The reception processing terminal 10 receives a keyword from the reception person A by software executed by the CPU, and displays an appropriate response to the customer on the display 9 based on the keyword, or handles complaint contents. It has a function to transmit form information to the department in charge suitable for

  Specifically, the reception processing terminal 10 includes a keyword reception unit 11, an in-house term search unit 12, a database selection unit 13, a complaint cause identification unit 14, a simple correspondence advice display unit 15, a form transmission unit 16, Address input support means 17, name input support means 18, and uninput item check means 19 are provided. Each of these means 11 to 19 is implemented as software executed by the reception processing terminal 10.

  The keyword accepting unit 11 accepts a keyword as character information from the accepting person A via the keyboard 8. The keyword represents the customer's complaint or request, and the reception person A interacts with the customer and inputs it as appropriate. For example, when a customer reports a complaint that “construction is noisy and cannot sleep”, keywords include “construction” and “cannot sleep”. The reception processing terminal 10 is configured to input the customer's name and address as character information via the keyboard 8. Although details will be described later, the customer's name and address are used to search for the cause of the customer's complaint.

  The internal term search means 12 searches the internal term DB 20 for an internal term corresponding to the keyword input by the reception person A. As an example of an input keyword, if “construction” is used as a search key, “electric pole replacement work” that is the internal term of the distribution section is obtained from the internal term DB 20 and “in-house construction” that is the internal term of the general affairs section is obtained. In addition, the in-house terms No. 1 to No. 8 in Table 1 are obtained.

  That is, according to the in-house term search means 12, the words used by customers (general people) can be replaced with in-house terms. The replaced in-house term is subsequently transmitted as form information, so that the department in charge is informed of the words closely related to its business, making it easier to understand the contents of the form information and reducing transmission errors.

  The database selection means 13 selects the department-specific database 30 having information related to the business, incident, or accident related to the keyword input by the reception person A.

  Specifically, the database selection unit 13 first uses internal terms such as “electric pole replacement work” and “electric wire replacement work” as examples of businesses, incidents, or accidents related to the keyword “cannot sleep”. Search for. As a specific example of selecting a business related to the keyword, as shown in Table 7, in-house terms (including the department in charge) are associated with the assumed keywords in advance.

  According to the example of Table 7, the database selection means 13 searches the in-house terms No. 1 to No. 8 from the keyword “cannot sleep”. Since the departments in charge are found from these search results, the department-specific database 30 of these departments in charge, that is, the power distribution DB 31, the general affairs DB 33, the site DB 34, and the civil engineering DB 35 are selected.

  The complaint cause identification unit 14 searches the departmental database 30 selected by the database selection unit 13 for information on a business, an incident, or an accident performed in the vicinity of the customer's address.

  For example, the department-specific database 30 selected by the database selection means 13 is the power distribution DB 31, the general affairs DB 33, the site DB 34, and the civil engineering DB 35, and is stored in the databases 31, 33 to 35 shown in Tables 2 and 4-6. The place that is being searched. From each of these databases 31, 33 to 35, information on a business, an incident, or an accident in which various work is performed and the customer's address are within a predetermined distance is selected.

  Specifically, first, a place within a predetermined distance from the customer's address is searched from the power distribution DB 31. If it is determined that No. 2 “Electric wire replacement work” in Table 2 is close to the customer's address, information on the electric wire replacement work becomes the search result. That is, when the customer's keyword is “I cannot sleep”, it is estimated that the cause of the complaint is “electric wire replacement work”.

  If a location within a predetermined distance from the customer's address cannot be found in the distribution DB 31, the general affairs DB 33, the site DB 34, and the civil engineering DB 35 are sequentially searched.

  If none of these DBs 31 and 35 to 35 can find a location within a predetermined distance from the customer's address, that is, if the cause of the complaint cannot be estimated, the sales representative in charge of the customer's address Is displayed on the display 9. Thereby, the reception person A can take over the customer to the sales person.

  Moreover, the complaint cause identification means 14 may search the sales DB 36 for information related to the customer's contract using the customer's name as a keyword. Thereby, the cause of the complaint caused by the content of the contract with the customer can be specified. For example, when a complaint that the service to a customer (for example, power transmission) is stopped is received, the contract content with the customer is searched, and the cause of the complaint is “the customer pays the service fee. It can be understood that this is because it is not.

  The simple correspondence advice display means 15 displays information related to the business, incident, or accident retrieved by the complaint cause identification means 14 and countermeasures on the screen.

  Specifically, the countermeasures are registered in advance in the database in association with the information on the business, incident, or accident. In the case of the “wire replacement work” as described above, explanations regarding the work, such as how long the work will be performed, are associated with each other. Table 8 illustrates this database.

  The simple correspondence advice display means 15 searches for measures corresponding to such business, incident or accident, and displays them on the display 9. Thereby, the reception person in charge A can give an accurate explanation, information provision, and an instruction | indication immediately with respect to a customer's complaint. Further, such a predetermined measure is uniformly presented to the reception person A. For this reason, a different response for each person in charge of reception is not made to the customer, and a consistently high quality service can be provided to the customer.

  The form transmission means 16 transmits the form information including the internal terms corresponding to the keyword from the customer, the name and address of the customer to the department in charge. That is, in-house terms searched based on keywords by the above means 11 to 15 and information related to related businesses, incidents, or accidents are transmitted in accordance with the form of the department in charge. As a transmission method, an electronic method may be used, or a paper medium may be transmitted by FAX.

  According to the form transmission means 16, it is not a keyword of a customer who is a general person, but is converted into an in-house term and transmitted to each department in charge. In other words, because the department in charge communicates words closely related to its own business, it becomes easier to understand the contents of the form information and transmission errors are reduced.

The address input support unit 17 displays a list of customer addresses corresponding to the search key, using a part of the customer address input via the keyword receiving unit 11 as a search key.
Specifically, what corresponds to a part of the customer's address is extracted from the address database 21 in which the customer's address is registered. The corresponding address (hereinafter referred to as “address list”) is displayed on the display 9. Thereby, the reception person A can select the customer's address from the address list, and the trouble of inputting all the customer's addresses with the keyboard 8 is reduced. In addition, since mistyping can be prevented, the possibility of mistaking customers can be reduced.

The name input support means 18 displays a list of customer names corresponding to the search key, using a part of the customer name input via the keyword receiving means 11 as a search key.
Specifically, what corresponds to a part of the customer name is extracted from the name database 22 in which the customer name is registered. The corresponding name (hereinafter referred to as “name list”) is displayed on the display 9. As a result, the reception staff A can select the customer's name from the name list, and the labor of inputting all the customer's names with the keyboard 8 is reduced. In addition, since mistyping can be prevented, the possibility of mistaking customers can be reduced.

  The uninput item check means 19 checks the contents of the form information. More specifically, the form information includes a required item that is required to be input, and when the required item is not input, the display 9 displays that the required item is not input.

  For example, in the form information, there are a column for filling in customer complaints and a “emergency required” column for indicating whether or not to urgently respond to the customer. The input item check means 19 determines whether or not there are entries in these fields. As a result, customer-related information, customer complaints, and the like are accurately transmitted to the responsible department without omission, and the responsible department can appropriately respond based on the form information.

  The operation of the reception input data processing system will be described together with an example of interaction between the customer and the reception staff. 3 and 4 are flowcharts showing an operation example of the received input data processing system.

  As shown in FIG. 3, first, the customer calls the telephone 2 of the reception center 1 and conveys a complaint such as “Your work is too loud to sleep.” The reception person in charge A extracts the main cause from the complaint and the matter that the customer is troubled by the cause. For example, “construction” and “cannot sleep” correspond to them.

  The reception person in charge A inputs the character information “construction” and “cannot sleep” to the reception processing terminal 10 by operating the keyboard 8. At this time, in the reception processing terminal 10, the keyword reception unit 11 processes the character information “construction” and “cannot sleep”.

  Next, receptionist A asks the customer the name and address of the customer, such as "I am inconvenienced. Can you tell me your address and name?" On the other hand, if the customer receives a reply “A person from XX city △△”, the person in charge A receives “XX city △△” in the address input field and “▲▲” in the name field. ".

  When the address is input in this way, the address input support means 17 displays the address list on the display 9 using the address as a keyword (the address list displayed on the display 9 is referred to as “address list list 40”). After confirming this address list 40, receptionist A asks the customer, “Which is XX city △△?”, And the customer said, “It is XX city △△ East 1-chome.” When the answer is obtained, “XX city △ Δ East 1 chome” in the address list 40 is checked. This checked address is input to the reception input data processing system as the final customer address.

  As shown in FIG. 4, since the customer's last name “▲▲” was previously entered in the name field, the name input support means 18 displays a name list on the display 9 with the name as a keyword (displayed on the display 9). The named name list is referred to as “name list list 41”.) The person in charge A confirms the name list 41 and then asks the customer, "Are you sure you want the name below?" In the name list 41, check “▲▲ Ichiro”. This checked name is input to the reception input data processing system as the name of the final customer.

  By performing the above dialogue, the customer's complaint and request, and the customer's name and address are input, so that the cause of the customer's complaint is identified by the processing by the complaint cause identification means 14, and the simple correspondence advice display The means 15 displays on the display 9 how to deal with the customer.

  For example, on Display 9, as an example of such countermeasures, the phrase “A telephone pole replacement work is being performed in the vicinity of the customer. The call is automatically transferred to the department in charge. Are you sure?” And “Yes. "No" option is displayed. According to this display, the reception person in charge A can explain the cause of the complaint to the customer, and can ask whether or not to transfer the call to the department in charge. Since such advice is displayed, the person in charge of reception A can quickly respond to the customer without making a mistake in the response.

  Thereafter, the reception person in charge A obtains either “Yes” or “No” answer from the customer, and inputs the answer to the reception processing terminal 10. When “Yes” is input, the reception processing terminal 10 controls the telephone 2 so that the telephone is transferred to the telephone of the department in charge. If “No” is input, the above-described form transmission means 16 creates a form and transmits the form to the department in charge.

  FIG. 5 illustrates a form. The form includes, for example, the reception date, the name of the person in charge of reception A, the customer's address and name, the keyword of the complaint content, the cause of the complaint identified by the complaint cause identifying means, the signature of the department in charge, the emergency response required, etc. ing. Of course, the form is not limited to such contents.

  As described above, in the reception input data processing system of the present invention, the reception person A asks for a complaint from the customer, and simply inputs the complaint into the reception processing terminal 10 as a keyword. It is possible to identify the cause of the problem and take an appropriate response, or allow the department in charge to take an appropriate response. In this way, it is possible to respond to the customer accurately and quickly, so that the corporate image can be improved.

  Furthermore, since the reception person A can respond to the customer accurately and quickly, the customer's frustration does not occur. Thereby, the reception person in charge A can be relieved from excessive pressure due to the customer's irritation, and the mental burden on the reception person in charge can be reduced.

  INDUSTRIAL APPLICABILITY The present invention can be used in the industrial field in which customer reception that accepts customer complaints and requests is performed.

DESCRIPTION OF SYMBOLS 1 Reception center 2, 3 Telephone 4 Telephone network 8 Keyboard 9 Display 10 Reception processing terminal 11 Keyword reception means 12 Internal term search means 13 Database selection means 14 Complaint cause identification means 15 Simple correspondence advice display means 16 Form transmission means 17 Address input Support means 18 Name input support means 19 Uninput item check means 20 In-house term database 21 Address database 22 Name database 30 Departmental database

Claims (5)

A reception input data processing system that supports a receptionist who receives customer complaints and requests and communicates them to the department in charge according to the contents,
An internal term database in which the department in charge and the internal terms used in this department are stored;
Information related to the business, incident or accident that the department in charge has jurisdiction, and the place where the business is conducted or the place where the incident or accident occurred are recorded, and a database for each department provided in plural for each department in charge;
A keyword receiving means for inputting a customer's complaint and request keyword, customer's name and address,
Internal term search means for searching internal terms corresponding to the keyword from the internal term database;
Database selection means for selecting the departmental database having information related to the business, incident, or accident related to the keyword;
Complaint cause identifying means for retrieving information on a business, an incident or an accident conducted in the vicinity of the customer's address from the departmental database selected by the database selecting means;
Simple correspondence advice display means for displaying on the screen information related to the business, incident or accident searched by the complaint cause identification means, and countermeasures thereof;
A receipt input data processing system comprising: a form transmission means for transmitting form information including the internal term corresponding to the keyword, the name and address of the customer to the department in charge. In the received input data processing system according to claim 1,
In the department database, information on the contract with the customer is recorded,
The acceptance input data processing system characterized in that the complaint cause identifying means searches the department database selected by the database selecting means for information related to the customer's contract using the customer's name as a search keyword. In the acceptance input data processing system according to claim 1 or 2,
An address database with registered customer addresses;
An acceptance input data processing system comprising: an address input support means for displaying a list of customer addresses corresponding to the search key using a part of the customer address as a search key. In the reception input data processing system according to any one of claims 1 to 3,
A name database in which customer names are registered, and
A reception input data processing system comprising: a name input support means for displaying a list of customer names corresponding to a part of a customer's name as a search key. In the reception input data processing system according to any one of claims 1 to 4,
The form information transmitted by the form transmission means includes essential items that require input,
A received input data processing system comprising: an uninput item check means for displaying that the required item is not input when the required item is not input.

Images