JP6891764B2 - Evaluation support program, evaluation support method and information processing equipment - Google Patents

Description

The present invention relates to an evaluation support program, an evaluation support method, and an information processing device.

Conventionally, there is a call center in which an operator calls a reminder to a delinquent person who is behind in payment. The quality and profits of call centers depend largely on the operators, and it is important to improve the motivation and skills of operators.

As the prior art, for example, for the operator to be evaluated, the average number of character inputs per hour, the occupied time, the number of transactions, and the number of errors are totaled from the journal data, and the speed of the operator's operation is determined by the totaled data. There is something to judge. Further, there is a technique of measuring the talk time when a call is made, calculating the predicted conversation time from the received answer and the predicted conversation amount data, and comparing the predicted conversation time zone with the measured talk time.

Japanese Unexamined Patent Publication No. 2001-331655 Japanese Unexamined Patent Publication No. 2007-74175

However, with the prior art, it is difficult to properly evaluate an operator who reminds a delinquent person.

In one aspect, it is an object of the present invention to make the operator evaluateable in consideration of the fulfillment status of the deposit promise by the delinquent.

In one embodiment, the deposit promise data including the information on the deposit promise by the delinquent who has been called by the operator and the deposit data including the information on the deposit promise by the delinquent have been referred to. Then, the number of deposit promises attached by the operator and the number of fulfillment of the deposit promises attached by the operator are specified, and the evaluation value of the operator is based on the specified number of deposit promises and the number of fulfillments. An evaluation support program will be provided to determine.

According to one aspect of the present invention, the operator can be evaluated in consideration of the fulfillment status of the payment promise by the delinquent person.

FIG. 1 is an explanatory diagram showing an embodiment of the evaluation support method according to the embodiment. FIG. 2 is an explanatory diagram showing a system configuration example of the evaluation support system 200. FIG. 3 is a block diagram showing a hardware configuration example of the information processing device 101. FIG. 4 is an explanatory diagram showing an example of the stored contents of the delinquent list 220. FIG. 5 is an explanatory diagram showing an example of the stored contents of the deposit promise list 230. FIG. 6 is an explanatory diagram showing an example of the stored contents of the deposit list 240. FIG. 7 is an explanatory diagram showing an example of the stored contents of the operator record list 250. FIG. 8 is a block diagram showing a functional configuration example of the information processing device 101. FIG. 9 is an explanatory diagram showing an example of the stored contents of the delinquency history list 900. FIG. 10 is an explanatory diagram showing a specific example of the operator evaluation information 1000. FIG. 11 is a flowchart showing an example of the call processing procedure of the operator terminal Ti. FIG. 12 is a flowchart (No. 1) showing an example of the evaluation support processing procedure of the information processing apparatus 101. FIG. 13 is a flowchart (No. 2) showing an example of the evaluation support processing procedure of the information processing apparatus 101.

Hereinafter, embodiments of the evaluation support program, the evaluation support method, and the information processing apparatus according to the present invention will be described in detail with reference to the drawings.

(Embodiment)
FIG. 1 is an explanatory diagram showing an embodiment of the evaluation support method according to the embodiment. In FIG. 1, the information processing device 101 is a computer that supports the evaluation of the operator. The operator is a person who makes a telephone reminder to the delinquent. For example, the operator is a call center employee.

A delinquent is a person whose payment is delinquent. For example, a delinquent is a person who is behind in repayment of money borrowed from a financial institution. Financial institutions include banks, financial corporations, credit unions, and consumer finance. The call center may be a department of a financial institution, or may be entrusted by a financial institution to perform dunning work.

Here, many of the delinquents are not only those who just forgot to pay, but also those who have financial problems. For this reason, how to get the delinquent to pay depends largely on the skill of the operator such as bargaining ability. Therefore, it is important to properly evaluate operators to improve their skills and motivation to work.

On the other hand, it is difficult to properly evaluate the operator based on the number of calls per unit time. The number of calls is the number of calls made. For example, it is not preferable to simply evaluate the operator based on the number of calls, because there are many cases in which the absence continues even if a call is made or the payment promise is not made. It is also possible to evaluate the operator based on the number of payment promises made, but it is not uncommon for the promise to be defaulted.

Therefore, in the present embodiment, an evaluation support method that enables the operator to be evaluated will be described in consideration of the fulfillment status of the payment promise by the delinquent person. Hereinafter, a processing example of the information processing apparatus 101 will be described.

(1) The information processing device 101 refers to the deposit promise data 110 and the deposit data 120 to specify the number of deposit promises attached by the operator OP and the number of fulfillment of the deposit promises attached by the operator OP. .. Here, the payment promise data 110 includes information on the payment promise by the delinquent who has been called by the operator OP. Call processing is the process of making a call.

A deposit promise is a promise of deposit, for example, a promise of how much to deposit by when. The deposit data 120 includes information on the deposit promise that has been processed by the delinquent. The payment process by the delinquent person is the process of depositing the amount of money promised by the delinquent person. The number of fulfilled deposit promises is the number of fulfilled deposit promises.

Specifically, for example, the information processing apparatus 101 is attached by the operator OP by referring to the payment promise data 110 and counting the number of payment promises made by the delinquent who has been called by the operator OP. Identify the number of deposit promises. Further, the information processing device 101 collates, for example, the deposit promise data 110 with the deposit data 120, and counts the number of deposit promises performed by the delinquent who has been called by the operator OP. .. As a result, the information processing device 101 specifies the number of fulfillment cases for the payment promise attached by the operator OP.

In the example of FIG. 1, it is assumed that the number of payment promises "3" by the delinquents D1, D2, and D3 who have been called by the operator OP is specified as the number of payment promises attached by the operator OP. .. Further, it is assumed that among the delinquents D1, D2 and D3, the delinquents D1 and D3 make the payment as promised. In this case, as the number of fulfillment cases for the payment promises attached by the operator OP, the number of payment promises "2" for which the delinquents D1 and D3 who have been called by the operator OP have been processed for payment is specified.

(2) The information processing device 101 determines the evaluation value of the operator OP based on the specified number of payment promises and the number of fulfillments. Specifically, for example, the information processing apparatus 101 may determine the evaluation value of the operator OP based on the result of adding the specified number of payment promises and the number of fulfillments.

More specifically, for example, the information processing apparatus 101 has an evaluation value of "excellent", "good", "acceptable", or "impossible" according to the total value of the number of promised payments and the number of fulfillments. You may decide to. As an example, if the total value of the number of payment promises and the number of fulfillment is 10 or more, it is evaluated as "excellent", if it is 5 or more and 9 or less, it is evaluated as "good", and if it is 1 or more and 4 or less, it is evaluated as "acceptable". If it is 0, it is "impossible".

In the example of FIG. 1, the total value of the number of payment promises “3” and the number of fulfillment cases “2” is “5”. Therefore, "good" is determined as the evaluation value of the operator OP.

As described above, according to the information processing apparatus 101, the evaluation value of the operator OP can be determined based on the number of payment promises attached by the operator OP and the number of fulfillment of the payment promises attached by the operator OP. .. This makes it possible to evaluate the operator OP in consideration of the fulfillment status of the payment promise by the delinquent person. Therefore, for example, an operator OP who can be said to be able to effectively remind the delinquent to make a deposit as promised can be evaluated higher.

In the example of FIG. 1, out of the three deposit promises attached by the operator OP, two deposit promises are fulfilled, and it can be said that the fulfillment status of the deposit promises is good. In other words, since it can be said that this operator OP is performing high-quality dunning work, the second evaluation value from the top of "good" is determined. As a result, the person who evaluates the operator OP can perform a high evaluation on the operator OP based on, for example, the evaluation value "good".

Here, the case where the operator OP calls the delinquent person to urge the delinquent person is described as an example, but the present invention is not limited to this. For example, it may be applied when the operator OP reminds the delinquent person by e-mail.

(System configuration example of evaluation support system 200)
Next, a system configuration example of the evaluation support system 200 including the information processing device 101 shown in FIG. 1 will be described. In the following description, as an operator to be evaluated, an operator of a call center, which is a department of bank B, may be taken as an example.

FIG. 2 is an explanatory diagram showing a system configuration example of the evaluation support system 200. In FIG. 2, the evaluation support system 200 includes an information processing device 101, a bank accounting system 201, an administrator terminal 202, and operator terminals T1 to Tn (n: a natural number of 2 or more). In the evaluation support system 200, the information processing device 101, the bank accounting system 201, the administrator terminal 202, and the operator terminals T1 to Tn are connected via a wired or wireless network 210. The network 210 is, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like.

In the following description, any operator terminal among the operator terminals T1 to Tn may be referred to as "operator terminal Ti" (i = 1, 2, ..., N).

Here, the information processing apparatus 101 has a delinquent person list 220, a payment promise list 230, a payment list 240, and an operator performance list 250, and supports the evaluation of the operators OP1 to OPn of the call center. The stored contents of the various lists 220, 230, 240, and 250 will be described later with reference to FIGS. 4 to 7.

The bank accounting system 201 is a computer system that processes the accounts of bank B. The bank accounting system 201 manages, for example, information on the customer of the loan recipient, information on the delinquent person, information on the depositor, and the like. The bank core banking system 201 is implemented by one or more computers.

The administrator terminal 202 is a computer used by the administrator of the call center. The manager of the call center is, for example, a person who evaluates operators OP1 to OPn.

The operator terminal Ti is a computer used by the operator OPi of the call center. The operator terminal Ti has a telephone function. Specifically, for example, the operator OPi can make a call by attaching the attached headset to the operator terminal Ti.

(Example of hardware configuration of information processing device 101)
FIG. 3 is a block diagram showing a hardware configuration example of the information processing device 101. In FIG. 3, the information processing device 101 includes a CPU (Central Processing Unit) 301, a memory 302, an I / F (Interface) 303, a disk drive 304, and a disk 305. Further, each component is connected by a bus 300.

Here, the CPU 301 controls the entire information processing device 101. The memory 302 includes, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), a flash ROM, and the like. Specifically, for example, the flash ROM stores the OS (Operating System) program, the ROM stores the application program, and the RAM is used as the work area of the CPU 301. The program stored in the memory 302 is loaded into the CPU 301 to cause the CPU 301 to execute the coded process.

The I / F 303 is connected to the network 210 through a communication line, and is connected to an external computer (for example, the bank accounting system 201 shown in FIG. 2, operator terminals T1 to Tn) via the network 210. The I / F 303 controls the interface between the network 210 and the inside of the device, and controls the input / output of data from an external computer. For the I / F 303, for example, a modem, a LAN adapter, or the like can be adopted.

The disk drive 304 controls data read / write to the disk 305 according to the control of the CPU 301. The disk 305 stores the data written under the control of the disk drive 304. Examples of the disk 305 include a magnetic disk and an optical disk.

In addition to the above-described components, the information processing device 101 may include, for example, an SSD (Solid State Drive), an input device, a display, and the like. Further, the administrator terminals 202 and the operator terminals T1 to Tn shown in FIG. 2 can also be realized by the same hardware configuration as the information processing device 101. However, the administrator terminal 202 and the operator terminals T1 to Tn have, for example, an input device, a display, and the like in addition to the above-described components.

(Memory contents of various lists 220, 230, 240, 250)
Next, the stored contents of various lists 220, 230, 240, and 250 included in the information processing apparatus 101 will be described with reference to FIGS. 4 to 7. The various lists 220, 230, 240, and 250 are realized by, for example, a storage device such as the memory 302 and the disk 305 shown in FIG.

FIG. 4 is an explanatory diagram showing an example of the stored contents of the delinquent list 220. In FIG. 4, the delinquent list 220 has fields for customer number, loan number, telephone number, and billing amount, and by setting information in each field, delinquent data (for example, delinquent data 400-1, 400-2) is stored as a record.

Here, the customer number is an identifier that uniquely identifies a customer who is a delinquent. A delinquent person is a customer of bank B who is behind in repayment of money borrowed from bank B. The loan number is an identifier that uniquely identifies a transaction between bank B and a customer (delinquent person). The telephone number is the telephone number of the delinquent. The billed amount is the amount of money that Bank B asks the customer (delinquent person) to pay. For example, the billed amount corresponds to the amount of money that Bank B lent to the customer (delinquent person).

For example, the information processing apparatus 101 acquires delinquent person data from the bank accounting system 201 shown in FIG. 2, and registers the acquired delinquent person data in the delinquent person list 220. Although not shown, the delinquent data may include, for example, information for specifying the loan occurrence date and time and the delinquency occurrence date and time.

FIG. 5 is an explanatory diagram showing an example of the stored contents of the deposit promise list 230. In FIG. 5, the deposit promise list 230 has fields for customer number, loan number, telephone number, billing amount, promised deposit date, call date, and operator ID in charge. By setting information in each field, payment promise data (for example, payment promise data 500-1,500-2) is stored as a record.

Here, the customer number is an identifier that uniquely identifies a customer who is a delinquent. The loan number is an identifier that uniquely identifies a transaction between bank B and a customer (delinquent person). The telephone number is the telephone number of the delinquent. The billed amount is the amount of money that Bank B asks the customer (delinquent person) to pay. The promised deposit date is the due date of the deposit promised to the delinquent.

The call day is the day when the overdue person is called and the payment promise is made. The responsible operator ID is an identifier that uniquely identifies the operator OPi who has made a deposit promise by calling the delinquent person. For example, the information processing apparatus 101 acquires payment promise data from the operator terminal Ti shown in FIG. 2, and registers the acquired payment promise data in the payment promise list 230.

FIG. 6 is an explanatory diagram showing an example of the stored contents of the deposit list 240. In FIG. 6, the deposit list 240 has fields for customer number, loan number, telephone number, deposit amount, promised deposit date and deposit date. By setting information in each field, deposit data (for example, deposit data 600-1, 600-2) is stored as a record.

Here, the customer number is an identifier that uniquely identifies the depositor. The loan number is an identifier that uniquely identifies the transaction between the bank B and the customer (depositor). The telephone number is the telephone number of the depositor. The deposit amount is the amount of money deposited by the depositor. The promised deposit date is the due date of the deposit promised to the depositor. The deposit date is the date on which the depositor made the deposit.

The information processing device 101 acquires, for example, deposit data from the bank accounting system 201, and registers the acquired deposit data in the deposit list 240. Although not shown, the deposit data may include, for example, information that identifies the call date and the operator ID in charge. The call date is the date when the delinquent person is called and the payment promise is made when the depositor is a delinquent person. The responsible operator ID is an identifier that uniquely identifies the operator OPi who has made a payment promise by calling the delinquent person when the depositor is a delinquent person.

FIG. 7 is an explanatory diagram showing an example of the stored contents of the operator record list 250. In FIG. 7, the operator performance list 250 has fields of evaluation period, operator ID, number of calls, number of promised deposits, number of fulfilled promises of deposit, collection amount, and operator rank. By setting information in each field, actual data (for example, actual data 700-1 to 700-n) is stored as a record.

Here, the evaluation period is a period for evaluating the operator OPi. The operator ID is an identifier that uniquely identifies the operator OPi. The number of calls is the number of calls made by the operator OPi during the evaluation period. The number of promised deposits is the number of promised deposits made by the operator OPi during the evaluation period. The number of fulfillment of payment promises is the number of fulfillment of payment promises made by the operator OPi within the evaluation period.

The collected amount is the amount collected by the operator OPi. More specifically, the collected amount is the total amount of the deposits for the deposit promises made by the delinquents who have been called by the operator OPi within the evaluation period. The operator rank is the rank of the operator OPi. The operator rank is set based on, for example, the number of years of experience of the operator OPi, and the longer the number of years of experience, the higher the rank. Here, one of A, B, C, and D is set as the operator rank. The operator rank increases in the order of "D⇒C⇒B⇒A".

(Example of functional configuration of information processing device 101)
FIG. 8 is a block diagram showing a functional configuration example of the information processing device 101. In FIG. 8, the information processing apparatus 101 includes an acquisition unit 801, a specific unit 802, a determination unit 803, and an output unit 804. The acquisition units 801 to the output units 804 are functions that serve as control units. Specifically, for example, by causing the CPU 301 to execute a program stored in a storage device such as the memory 302 and the disk 305 shown in FIG. Alternatively, the function is realized by the I / F 303. The processing result of each functional unit is stored in a storage device such as a memory 302 or a disk 305, for example.

The acquisition unit 801 acquires the delinquent person data. The delinquent data is information on delinquents who are behind in payment (see, for example, FIG. 4). Specifically, for example, the acquisition unit 801 acquires the delinquent person data by receiving the delinquent person data from the bank accounting system 201. The acquired delinquent data is stored in, for example, the delinquent list 220 shown in FIG.

The information processing device 101 executes the call control process based on the acquired delinquent data. Specifically, for example, the information processing apparatus 101 selects delinquent data from the delinquent list 220. Next, the information processing device 101 extracts any operator terminal Ti from the operator terminals T1 to Tn, and transmits the selected delinquent data to the operator terminal Ti. When the operator terminal Ti receives the delinquent person data from the information processing device 101, the operator OPi performs a call processing to the delinquent person specified from the received delinquent person data. The information processing device 101 repeats the above-described processing until, for example, there is no unselected delinquent data that has not been selected from the delinquent list 220. However, a computer different from the information processing device 101 may execute the call control process. In this case, the information processing device 101 does not have to acquire the delinquent person data.

In addition, the acquisition unit 801 acquires the payment promise data. The deposit promise data is information on the deposit promise by the delinquent who has been called by the operator OPi (see, for example, FIG. 5). Specifically, for example, the acquisition unit 801 acquires the payment promise data by receiving the payment promise data from the operator terminal Ti. The acquired deposit promise data is stored in, for example, the deposit promise list 230 shown in FIG.

In addition, the acquisition unit 801 acquires the deposit data. The deposit data is information on the deposit promise for which the deposit has been processed (see, for example, FIG. 6). Specifically, for example, the acquisition unit 801 acquires the deposit data by receiving the deposit data from the bank accounting system 201. The acquired deposit data is stored in, for example, the deposit list 240 shown in FIG.

The identification unit 802 specifies the number of payment promises made by the operator OPi and the number of fulfillment cases for the payment promises made by the operator OPi. Specifically, for example, the specific unit 802 specifies the number of payment promises made by the operator OPi with reference to the payment promise list 230. In addition, the specifying unit 802 specifies the number of fulfillment cases for the deposit promise set by the operator OPi with reference to the deposit promise list 230 and the deposit list 240.

More specifically, for example, the specific unit 802 refers to the deposit promise list 230 and determines the number of deposit promises made by the delinquent who has been called by the operator OPi to be evaluated within the first period. Count. Here, the first period corresponds to the evaluation period of the operator OPi and can be arbitrarily set. For example, when evaluating the operator OPi on a monthly basis, the first period is set for each month. When the operator OPi is evaluated on a weekly basis, the first period is set for each week.

Thereby, the number of payment promises made by the operator OPi within the first period can be specified.

In addition, the specific unit 802 refers to the payment promise list 230 and the payment list 240, and counts the number of payment promises that have been processed by the delinquent person within the second period. However, the delinquent person is a delinquent person who has been called by the operator OPi to be evaluated. Here, the second period is a period including the first period and including the payment due date of the payment promise by the delinquent who has been called by the operator OPi within the first period. The deposit date of the deposit promise is specified, for example, from the deposit date of the deposit promise data.

For example, the first period is "November 1, 2017 to November 30, 2017". Further, it is assumed that the latest payment date of the payment promise by the delinquent who has been called by the operator OPi within the first period is "December 25, 2017". In this case, the second period is, for example, "November 1, 2017 to December 25, 2017". However, the second period may include after December 26, 2017.

This makes it possible to specify the number of fulfillment cases for the deposit promise made by the operator OPi within the first period. At this time, by setting a second period in consideration of the payment date of the payment promise, it is possible to prevent the payment promise that has not been processed for payment from being treated as default of the promise even before the payment date.

Further, the number of fulfillment of the payment promises attached by the operator OPi may be the number of payment promises in which the payment processing by the delinquent person who has been called by the operator OPi has been performed by the payment deadline. As a result, it can be treated that the delinquent person did not make the payment as promised for the payment promise that was processed after the payment deadline.

In the following description, the number of payment promises made by the operator OPi may be referred to as the "number of payment promises", and the number of fulfillment cases of the payment promises made by the operator OPi may be referred to as the "number of fulfillment of payment promises".

The determination unit 803 determines the evaluation value of the operator OPi based on the specified number of promised payments and the number of fulfillment of promised payments. Specifically, for example, the determination unit 803 may determine the evaluation value of the operator OPi based on the result of adding the specified number of promised payments and the number of fulfillment of promised payments.

More specifically, for example, the determination unit 803 evaluates one of "excellent", "good", "acceptable", and "impossible" according to the total value X of the number of promised deposits and the number of fulfilled deposit promises. You may decide on a value. The range of each evaluation value "excellent", "good", "acceptable" and "impossible" can be set arbitrarily, for example, the length of the evaluation period, the timing, the type of reminder, the past performance at the call center, etc. It is set based on.

As an example, assuming that the length of the evaluation period (first period) is "January", for example, the range of the evaluation value "excellent" is set to the range of "X ≧ 100". Further, the range of the evaluation value "good" is set to the range of "100> X ≧ 50". Further, the range of the evaluation value "OK" is set to the range of "50> X ≧ 20". Further, the range of the evaluation value "impossible" is set to the range of "20> X".

As a result, the operator OPi having a larger total (total value X) of the number of promised payments and the number of fulfillment of promised payments can be evaluated higher. Instead of the total value X of the number of promised deposits and the number of fulfilled promises of deposits, the product of the number of promised deposits and the number of fulfilled promises of deposits may be used.

Further, the determination unit 803 may determine the evaluation value of the operator OPi based on the result of multiplying the ratio of the number of promised payments to the number of promised payments and the number of promised payments. Here, the ratio of the number of promised deposits to the number of promised deposits is represented by, for example, the value obtained by dividing the number of promised deposits by the number of promised deposits.

More specifically, for example, the determination unit 803 determines "excellent", "good", "OK", and "OK" according to the multiplication value Y of the ratio of the number of promised deposits to the number of promised deposits and the number of promised deposits. It may be decided to decide on one of the evaluation values of "impossible". The range of each evaluation value "excellent", "good", "possible" and "impossible" can be arbitrarily set.

As an example, assuming that the length of the evaluation period (first period) is "January", for example, the range of the evaluation value "excellent" is set to the range of "Y ≧ 30". Further, the range of the evaluation value "good" is set to the range of "30> Y ≧ 20". Further, the range of the evaluation value "OK" is set to the range of "20> Y ≧ 10". Further, the range of the evaluation value "impossible" is set to the range of "10> Y".

Further, the determination unit 803 further determines the evaluation value of the operator OPi based on the total amount Z of the deposit amount for the deposit promise performed by the delinquent who has been called by the operator OPi. You may decide. The total amount Z is, for example, the total amount of deposits for the deposit promises made by the delinquents who have been called by the operator OPi within the first period (evaluation period) and have been processed within the second period. The amount of money.

More specifically, for example, the determination unit 803 is "excellent" or "good" so that the larger the result of multiplying the total value X (or the multiplication value Y) and the total amount Z, the higher the evaluation value. , "Yes" and "No" may be determined.

As a result, the operator OPi can be evaluated in consideration of the size of the amount of money collected as a result of the call processing performed by the operator OPi. As the value to be multiplied by the total value X (or the multiplication value Y), a value obtained by dividing the total amount Z by the number of fulfillment of the payment promises (average deposit amount) may be used instead of the total amount Z itself.

Further, the determination unit 803 may further determine the evaluation value of the operator OPi based on the ratio R of the number of promised payments or the number of fulfillment of promised payments to the number of calls made by the operator OPi. The number of calls made by the operator OPi is, for example, the number of calls made by the operator OPi within the first period (evaluation period).

More specifically, for example, the determination unit 803 is "excellent" or "good" so that the larger the result of multiplying the total value X (or the multiplication value Y) and the ratio R, the higher the evaluation value. , "Yes" and "No" may be determined.

As a result, when calling a delinquent person, the operator OPi should be evaluated in consideration of how often it is possible to make a deposit promise or whether it is possible to make a deposit promise that will eventually lead to the deposit. Can be done.

The determined evaluation value of the operator OPi is stored in the operator evaluation information 1000 as shown in FIG. 10 described later, for example.

The output unit 804 outputs the evaluation value of the determined operator OPi. Further, the output unit 804 may output the number of promised payments and the number of fulfillment of promised payments of the specified operator OPi together with the determined evaluation value of the operator OPi. The output format of the output unit 804 includes, for example, storage in a storage device such as a memory 302 or a disk 305, transmission to another computer by the I / F 303, display on a display (not shown), or printing on a printer (not shown). There is output etc.

Specifically, for example, the output unit 804 may transmit the operator evaluation information 1000 as shown in FIG. 10 described later to the administrator terminal 202 shown in FIG. As a result, in the administrator terminal 202, the manager of the call center can evaluate the operator OPi with reference to the operator evaluation information 1000.

(Setting the grace period)
Next, a case where a grace period is set on the payment due date for the payment promise by the delinquent person will be described. Here, even if the payment deadline has passed, if the customer is immediately urged, the customer's feelings may be deteriorated and the relationship of trust may be broken. Therefore, the information processing device 101 may set a grace period on the payment due date for the payment promise by the delinquent person.

Specifically, for example, the specific unit 802 sets a grace period on the payment due date for the payment promise by the delinquent person based on the delinquency history of the delinquent person who has been called by the operator OPi. The delinquency history is managed by, for example, the delinquency history list 900 as shown in FIG.

FIG. 9 is an explanatory diagram showing an example of the stored contents of the delinquency history list 900. In FIG. 9, the delinquency history list 900 has fields of customer number, telephone number, previous delinquency date, and delinquency count, and by setting information in each field, delinquency history data (for example, delinquency history data 900-1). , 900-2) is stored as a record.

Here, the customer number is an identifier that uniquely identifies the delinquent person. The telephone number is the telephone number of the delinquent. The last delinquent date is the date on which the delinquent was last delinquent. The number of delinquency is the cumulative number of times a delinquent has been overdue in the past. The delinquency history list 900 is sequentially updated based on, for example, delinquent person data.

More specifically, for example, the specific unit 802 may set a grace period on the payment due date for the payment promise by the person who is overdue for the first time by referring to the delinquency history list 900. The delinquent person of the first delinquency is a customer whose number of delinquency is "1". The length of the grace period can be arbitrarily set, and is set to, for example, several days to several weeks.

On the other hand, the specific unit 802 may not set a grace period on the payment due date for the payment promise by the plurality of delinquent persons by referring to the delinquency history list 900. A multiple delinquent delinquent is a customer who is overdue for two or more times. As a result, it is possible to prevent a grace period from being provided for a malicious delinquent who is repeatedly overdue.

Further, the specific unit 802 refers to the delinquency history list 900, and even if the delinquent person is a plurality of delinquent persons, if T has passed for a certain period from the previous delinquent date, the payment due date for the payment promise by the delinquent person. A grace period may be set for. The fixed period T can be arbitrarily set, and for example, a period of several months to several years is set. As a result, a customer who has passed T or more for a certain period of time from the previous delinquency date can be treated as a delinquent person for the first delinquency.

Then, the specifying unit 802 specifies the number of payment promises fulfilled by the operator OPi by counting the number of payment promises that have been processed by the delinquent before the set grace period elapses. Specifically, for example, the specific unit 802 refers to the deposit promise list 230 and the deposit list 240, and within the second period, the delinquent person performs the deposit processing by the deposit date in consideration of the set grace period. Count the number of payment promises made.

When a grace period is set on the payment date, the second period is set in consideration of, for example, the set grace period on the payment date. More specifically, for example, a second period is set as a date obtained by extending the payment date of the payment promise by the delinquent person by the grace period from the initial payment date.

As a result, for delinquent persons (excellent customers) who have no record of delinquency or who are less delinquent, a grace period can be provided on the payment due date to facilitate payment. In addition, for payment promises that have been processed before the grace period has expired, it is possible to determine the fulfillment status of the payment promise, assuming that the delinquent has paid as promised.

(Specific example of operator evaluation information 1000)
Next, a specific example of the operator evaluation information 1000 will be described with reference to FIG. Here, a case where the evaluation value of the operator OPi is determined according to the total value X of the number of promised payments and the number of fulfillment of promised payments will be described as an example. How to determine the evaluation value of the operator OPi can be arbitrarily set by, for example, a call center administrator or the like.

FIG. 10 is an explanatory diagram showing a specific example of the operator evaluation information 1000. In FIG. 10, the operator evaluation information 1000 displays the operator ID, the number of calls, the number of promised payments, the number of fulfillment of payment promises, the collected amount, the operator rank, and the evaluation value of each operator OP1 to OPn for the evaluation period “2017/10”. Shown.

The operator ID is an identifier that uniquely identifies the operator OPi. The number of calls is the number of calls made by the operator OPi during the evaluation period. The number of promised deposits is the number of promised deposits made by the operator OPi during the evaluation period. The number of fulfillment of payment promises is the number of fulfillment of payment promises made by the operator OPi within the evaluation period.

The collected amount is the total amount of the deposit amount for the deposit promise that was processed by the delinquent who was called by the operator OPi within the evaluation period. The operator rank is the rank of the operator OPi during the evaluation period. The evaluation value is the evaluation value of the operator OPi during the evaluation period.

According to the operator evaluation information 1000, the manager of the call center can easily and appropriately evaluate each operator OP1 to OPn based on the evaluation value of each operator OP1 to OPn. For example, the operator OP3 having an evaluation value of "excellent" can be highly evaluated. Further, for example, the operator OP1 having an evaluation value of "good" can be evaluated higher than the operator OP2 having an evaluation value of "OK".

In addition, the administrator can determine, for example, by comparing the evaluation values of the operators OP1 to OPn with the operator rank to determine whether each operator OP1 to OPn is performing according to the rank. For example, the operator OP3 can be judged to be very excellent because the evaluation value is "excellent" even though the operator rank is "B".

From these things, the manager of the call center, for example, accurately grasps the business performance of each operator OP1 to OPn, plans the arrangement of each operator OP1 to OPn, and determines the operator OPi that requires skill improvement. be able to.

The operator evaluation information 1000 may not include, for example, the number of calls made by each operator OP1 to OPn, the number of promised payments, the number of fulfillment of promises of payment, the amount collected, and the operator rank. That is, the output unit 804 may output the operator evaluation information 1000 in which the operator ID and the evaluation value are associated with each other for the evaluation period.

(Call processing procedure for operator terminal Ti)
Next, the call processing procedure of the operator terminal Ti will be described with reference to FIG.

FIG. 11 is a flowchart showing an example of the call processing procedure of the operator terminal Ti. In the flowchart of FIG. 11, first, the operator terminal Ti determines whether or not there is unprocessed delinquent data (step S1101). The delinquent data is transmitted from the information processing device 101 to the operator terminal Ti, for example, and is stored in the queue of the operator terminal Ti.

Here, when there is no unprocessed delinquent data (step S1101: No), the operator terminal Ti shifts to step S1107. On the other hand, when there is unprocessed delinquent data (step S1101: Yes), the operator terminal Ti performs a call process to the delinquent identified from the unprocessed delinquent data by the operator OPi (step S1102). ..

Next, the operator terminal Ti determines whether or not the input of the call processing result has been accepted by the operation input of the operator OPi using an input device (not shown) (step S1103). The call processing result includes information indicating whether or not a deposit promise has been made by the overdue person. In addition, the call processing result when the payment promise is attached includes the payment promise date of the payment promise.

Here, the operator terminal Ti waits for receiving the input of the call processing result (step S1103: No). Then, when the operator terminal Ti receives the input of the call processing result (step S1103: Yes), the operator terminal Ti refers to the call processing result and determines whether or not the payment promise has been made from the delinquent person (step S1104). ..

Here, when the payment promise is not attached (step S1104: No), the operator terminal Ti shifts to step S1107. On the other hand, when the payment promise is attached (step S1104: Yes), the operator terminal Ti generates the payment promise data based on the delinquent person data and the call processing result (step S1105).

Then, the operator terminal Ti transmits the generated payment promise data to the information processing device 101 (step S1106). Next, the operator terminal Ti determines whether or not to end the dunning work by the operator OPi (step S1107). Here, when the dunning work by the operator OPi is not completed (step S1107: No), the operator terminal Ti returns to step S1101.

On the other hand, when the dunning work by the operator OPi is terminated (step S1107: Yes), the operator terminal Ti ends a series of processes according to this flowchart. As a result, it is possible to generate the payment promise data about the payment promise by the delinquent who has been called by the operator OPi and transmit it to the information processing device 101.

When the call processing is performed in step S1102, the call processing notification is transmitted from the operator terminal Ti to the information processing device 101. When the information processing device 101 receives the call processing notification from the operator terminal Ti, for example, the information processing device 101 increments the number of calls of the operator OPi in the operator record list 250. More specifically, for example, when aggregating the number of calls by month, the information processing apparatus 101 increments the number of calls by the operator OPi in the month including the call date. As a result, the number of calls made by the operator OPi can be counted.

(Evaluation support processing procedure of information processing device 101)
Next, the evaluation support processing procedure of the information processing apparatus 101 will be described with reference to FIGS. 12 and 13.

12 and 13 are flowcharts showing an example of the evaluation support processing procedure of the information processing apparatus 101. In the flowchart of FIG. 12, first, the information processing apparatus 101 sets an evaluation period (step S1201). The evaluation period corresponds to the first period described above. The evaluation period is set, for example, by an instruction from the administrator terminal 202 or by a user's operation input using an input device (not shown) of the information processing device 101. Here, it is assumed that any month is set as the evaluation period.

Next, the information processing apparatus 101 extracts the payment promise data including the call date within the set evaluation period from the payment promise list 230 (step S1202). Then, the information processing apparatus 101 determines whether or not the latest promised payment date of the promised payment dates of the extracted promised payment data has passed (step S1203). The payment promise date here may be a period in which a grace period based on the delinquency history of the delinquent person is taken into consideration.

Here, when the latest promised payment date has not passed (step S1203: No), the information processing apparatus 101 notifies an error that the promised payment date attached within the evaluation period has not passed (step S1203: No). S1204). Then, the information processing device 101 ends a series of processes according to this flowchart.

As a result, it is possible to prevent a payment promise that has not been processed for payment even before the payment deadline is treated as a default.

On the other hand, when the latest payment promise date has passed (step S1203: Yes), the information processing apparatus 101 selects unselected payment promise data from the extracted payment promise data (step S1205). Next, with reference to the operator performance list 250, the performance data corresponding to the operator ID in charge of the selected payment promise data is specified for the set evaluation period (step S1206).

Then, the information processing apparatus 101 searches the deposit list 240 for the deposit data corresponding to the combination of the customer number and the loan number of the selected deposit promise data (step S1207). Next, the information processing device 101 determines whether or not the deposit data has been searched (step S1208).

Here, when the deposit data is not searched (step S1208: No), the information processing apparatus 101 increments the number of promised deposits of the specified actual data (step S1209), and proceeds to step S1301 shown in FIG. ..

On the other hand, when the deposit data is searched (step S1208: Yes), the information processing apparatus 101 determines whether or not the deposit date of the searched deposit data has passed the deposit promise date of the selected deposit promise data. (Step S1210). The payment promise date here may be a period in which a grace period based on the delinquency history of the delinquent person is taken into consideration.

Here, when the payment date has passed the promised payment date (step S1210: No), the information processing apparatus 101 shifts to step S1209. On the other hand, when the payment date does not exceed the payment promise date (step S1210: Yes), the information processing apparatus 101 increments the number of payment promises and the number of payment promise fulfillments of the specified actual data (step S1211).

Then, the information processing apparatus 101 adds the deposit amount of the searched deposit data to the collection amount of the specified actual data (step S1212), and proceeds to step S1301 shown in FIG.

In the flowchart of FIG. 13, first, the information processing apparatus 101 determines whether or not there is unselected payment promise data that has not been selected from the payment promise data extracted in step S1202 (step S1301). Here, when there is unselected payment promise data (step S1301: Yes), the information processing apparatus 101 returns to step S1205 shown in FIG.

On the other hand, when there is no unselected payment promise data (step S1301: No), the information processing apparatus 101 selects the operator OPi by setting "i" of the operator OPi to "i = 1" (step S1302) (step S1303). ). Next, the information processing apparatus 101 refers to the operator record list 250 and specifies the number of promised payments and the number of fulfillment promises of payments of the selected operator OPi (step S1304).

Then, the information processing device 101 determines the evaluation value of the operator OPi based on the specified number of promised payments and the number of fulfillment of promised payments (step S1305). Next, the information processing device 101 registers the determined evaluation value of the operator OPi in the operator evaluation information (step S1306).

Then, the information processing apparatus 101 increments "i" (step S1307) and determines whether or not "i" is larger than n (step S1308). Here, when "i" is n or less (step S1308: No), the information processing apparatus 101 returns to step S1303.

On the other hand, when "i" becomes larger than n (step S1308: Yes), the information processing apparatus 101 outputs operator evaluation information (step S1309), and ends a series of processes according to this flowchart. As a result, the operator OPi can be evaluated in consideration of the fulfillment status of the payment promise.

The information processing device 101 may not perform the process of step S1210. As a result, even a payment promise whose payment date exceeds the payment deadline (payment promise date) can be treated as a payment promise in which the payment was made as promised.

As described above, according to the information processing apparatus 101 according to the embodiment, it is possible to specify the number of payment promises and the number of payment promises fulfilled by the operator OPi with reference to the payment promise list 230 and the payment list 240. .. Then, according to the information processing device 101, the evaluation value of the operator OPi can be determined based on the specified number of promised payments and the number of fulfillment of promised payments. This makes it possible to evaluate the operator OPi in consideration of the fulfillment status of the payment promise by the delinquent, and the higher the operator OPi, which can be said to be able to effectively remind the delinquent to deposit as promised. It can be an evaluation.

Further, according to the information processing apparatus 101, the evaluation value of the operator OPi can be determined based on the result of adding the specified number of promised payments and the number of fulfillment of promised payments. As a result, the operator OPi having a larger total (total value X) of the number of promised payments and the number of fulfillment of promised payments can be evaluated higher.

Further, according to the information processing apparatus 101, the evaluation value of the operator OPi can be determined based on the result of multiplying the ratio of the number of promised payments to the specified number of promised payments and the number of promised payments. As a result, the operator OPi who has a good fulfillment status of the deposit promise and has a large number of fulfillment of the deposit promise, that is, the operator OPi who can be said to be able to perform many effective reminders such that the delinquent person makes a deposit as promised, is highly evaluated. Can be done.

Further, according to the information processing device 101, as the number of fulfillment of the payment promise of the operator OPi, the payment processing by the delinquent person who has been called by the operator OPi is performed by the payment due date (payment promise date). It can be the number of cases. As a result, it can be treated that the delinquent person did not make the payment as promised for the payment promise that was processed after the payment deadline.

Further, according to the information processing apparatus 101, it is possible to set a grace period on the payment due date for the payment promise by the delinquent person with reference to the delinquency history list 900. Then, according to the information processing device 101, the number of payment promises fulfilled by the operator OPi can be specified by counting the number of payment promises that have been processed by the delinquent before the set grace period elapses. it can. As a result, for delinquent persons (excellent customers) who have no record of delinquency or who are less delinquent, a grace period can be provided on the payment due date to facilitate payment. In addition, for payment promises that have been processed before the grace period has expired, it is possible to determine the fulfillment status of the payment promise, assuming that the delinquent has paid as promised.

Further, according to the information processing device 101, the evaluation value of the determined operator OPi can be output. As a result, the manager or the like of the call center can evaluate the operator OPi based on the determined evaluation value of the operator OPi.

Further, according to the information processing device 101, the evaluation value of the operator OPi is further based on the total amount Z of the deposit amount for the deposit promise performed by the delinquent who has been called by the operator OPi. Can be determined. As a result, the operator OPi can be evaluated in consideration of the size of the amount of money collected as a result of the call processing performed by the operator OPi.

Further, according to the information processing apparatus 101, the evaluation value of the operator OPi can be further determined based on the ratio R of the number of promised payments or the number of fulfillment of promised payments to the number of calls made by the operator OPi. As a result, when calling a delinquent person, the operator OPi should be evaluated in consideration of how often it is possible to make a deposit promise or whether it is possible to make a deposit promise that will eventually lead to the deposit. Can be done.

From these facts, according to the information processing apparatus 101, it is possible to appropriately evaluate the operator OPi, improve the skill of the operator OPi and improve the motivation to work, and eventually improve the quality and profit of the call center. ..

The evaluation support method described in the present embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation. This evaluation support program is a computer-readable recording medium such as a hard disk, flexible disk, CD (Compact Disk) -ROM, MO (Magnet-Optical disk), DVD (Digital Versaille Disk), and USB (Universal Serial Bus) memory. It is recorded on an optical disc and read from a recording medium by a computer. In addition, this evaluation support program may be distributed via a network such as the Internet.

The following additional notes are further disclosed with respect to the above-described embodiment.

(Appendix 1) With reference to the deposit promise data including the information on the deposit promise by the delinquent who has been called by the operator and the deposit data including the information on the deposit promise by the delinquent. Identify the number of deposit promises made by the operator and the number of fulfillment of the deposit promises made by the operator.
The evaluation value of the operator is determined based on the specified number of payment promises and the number of fulfillments.
An evaluation support program characterized by having a computer execute processing.

(Appendix 2) The process to be determined is
The evaluation support program according to Appendix 1, wherein the evaluation value of the operator is determined based on the result of adding the number of payment promises and the number of performances.

(Appendix 3) The process to be determined is
The evaluation support program according to Appendix 1, wherein the evaluation value of the operator is determined based on the result of multiplying the ratio of the number of fulfilled cases to the number of promised payments and the number of fulfilled cases.

(Appendix 4) The number of fulfillment cases is any of the cases of Addendums 1 to 3 characterized in that the payment processing by the delinquent person who has been called by the operator is the number of payment promises made by the payment deadline. The evaluation support program described in one of them.

(Appendix 5) Based on the delinquency history of the delinquent person who has been called by the operator, the computer is made to execute the process of setting a grace period on the payment due date for the payment promise by the delinquent person.
The specific process is
The number of fulfillment cases is specified by counting the number of payment promises that have been processed by the delinquent person by the time the set grace period elapses.
The evaluation support program described in Appendix 4, which is characterized by the above.

(Supplementary Note 6) The evaluation support program according to any one of Supplementary note 1 to 5, wherein a process is executed by the computer, which outputs the determined evaluation value of the operator.

(Appendix 7) The process to be determined is
Further, Appendix 1 is characterized in that the evaluation value of the operator is determined based on the total amount of the deposit amount for the deposit promise performed by the delinquent person who has been called by the operator. The evaluation support program described in any one of ~ 6.

(Appendix 8) The process to be determined is
Further, according to any one of Supplementary note 1 to 7, wherein the evaluation value of the operator is determined based on the ratio of the number of promised payments or the number of fulfillments to the number of calls made by the operator. Evaluation support program.

(Appendix 9) The payment promise data includes information on the payment promise by the delinquent who has been called by the operator within the first period.
The deposit data includes information on deposit promises that have been processed by delinquents within the second period.
The second period is a period including the first period and a payment date of a payment promise by a delinquent who has been called by the operator within the first period.
The evaluation support program described in any one of Supplementary notes 1 to 8, which is characterized by the above.

(Appendix 10) With reference to the deposit promise data including the information on the deposit promise by the delinquent who has been called by the operator and the deposit data including the information on the deposit promise by the delinquent. Identify the number of deposit promises made by the operator and the number of fulfillment of the deposit promises made by the operator.
The evaluation value of the operator is determined based on the specified number of payment promises and the number of fulfillments.
An evaluation support method characterized in that a computer executes processing.

(Appendix 11) With reference to the deposit promise data including the information on the deposit promise by the delinquent who has been called by the operator and the deposit data including the information on the deposit promise by the delinquent. Identify the number of deposit promises made by the operator and the number of fulfillment of the deposit promises made by the operator.
The evaluation value of the operator is determined based on the specified number of payment promises and the number of fulfillments.
An information processing device characterized by having a control unit.

101 Information Processing Device 110 Deposit Promise Data 120 Deposit Data 200 Evaluation Support System 201 Bank Core Banking System 202 Administrator Terminal 210 Network 220 Overdue List 230 Deposit Promise List 240 Deposit List 250 Operator Performance List 300 Bus 301 CPU
302 Memory 303 I / F
304 Disk drive 305 Disk 801 Acquisition part 802 Specific part 803 Decision part 804 Output part 900 Overdue history list 1000 Operator evaluation information

Claims (8)

The operator attaches the data by referring to the payment promise data including the information on the payment promise made by the delinquent person who has been called by the operator and the payment data including the information on the payment promise made by the delinquent person. Identify the number of deposit promises and the number of fulfillment of the deposit promises made by the operator.
The evaluation value of the operator is determined based on the specified number of payment promises and the number of fulfillments.
An evaluation support program characterized by having a computer execute processing. The process of determining is
The evaluation support program according to claim 1, wherein the evaluation value of the operator is determined based on the result of adding the number of payment promises and the number of performances. The process of determining is
The evaluation support program according to claim 1, wherein the evaluation value of the operator is determined based on the result of multiplying the ratio of the number of fulfilled cases to the number of promised payments and the number of fulfilled cases. The number of fulfillment cases is any one of claims 1 to 3, wherein the payment processing by the delinquent person who has been called by the operator is the number of payment promises made by the payment deadline. Evaluation support program described in. Based on the delinquency history of the delinquent who has been called by the operator, the computer is made to execute the process of setting a grace period on the payment due date for the payment promise by the delinquent.
The specific process is
The number of fulfillment cases is specified by counting the number of payment promises that have been processed by the delinquent person by the time the set grace period elapses.
The evaluation support program according to claim 4, wherein the evaluation support program is characterized in that. The evaluation support program according to any one of claims 1 to 5, wherein the computer executes a process of outputting the determined evaluation value of the operator. The operator attaches the data by referring to the payment promise data including the information on the payment promise made by the delinquent person who has been called by the operator and the payment data including the information on the payment promise made by the delinquent person. Identify the number of deposit promises and the number of fulfillment of the deposit promises made by the operator.
The evaluation value of the operator is determined based on the specified number of payment promises and the number of fulfillments.
An evaluation support method characterized in that a computer executes processing. The operator attaches the data by referring to the payment promise data including the information on the payment promise made by the delinquent person who has been called by the operator and the payment data including the information on the payment promise made by the delinquent person. Identify the number of deposit promises and the number of fulfillment of the deposit promises made by the operator.
The evaluation value of the operator is determined based on the specified number of payment promises and the number of fulfillments.
An information processing device characterized by having a control unit.

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