SE518752C2 - Telemarketing procedure and system - Google Patents

Abstract

In a method of telemarketing a booker (A) calls to a communication unit (0) with audio response function, calling and connection functions, and identifies himself. The booker then states a customer ID and the corresponding customer (K) is automatically called from said communication unit, after which booker and customer are connected for conversation. Upon completion of the conversation, at the request of said communication unit, the booker (A) enters the result of the call into a result database. In a system for telemarketing a communication unit (D) with audio response function, calling and connection functions is arranged to automatically effect telephonic communication between a booker (A), following identification of said booker, and a customer (K) defined bya customer ID specified by the booker. The communication unit (D) is arranged, upon completion of the call, to send a request to the booker (A) to enter the result of the call into a database.

Description

11:11: nian 15 20 25 30 518 752 2 According to an advantageous embodiment of the method according to the invention, the telephone number corresponding to the specified customer ID is looked up by the communication unit in a customer database for use in dialing the corresponding customer. This is advantageously done automatically and according to another advantageous embodiment of the procedure according to the invention is read out by the communication unit in connection with the customer's telephone number being entered his name from the customer database for the booker for control.

According to another advantageous embodiment of the method according to the invention is stored in a call database when the customer answers information that the call is connected and that unconnected calls are also stored in the call database with indication of reason, such as busy, no answer etc. This happens automatically without the booker's participation. .

According to still other advantageous embodiments of the method according to the invention, said call results are entered in the results database in the form of one or more digits, alternatively the entry of call results can follow a tree structure for more complicated reporting needs.

According to yet another advantageous embodiment of the method according to the invention, the booker provides the communication unit with a list ID for identifying a list of your customers stored in the customer database, which are automatically dialed in a certain order using customer ID retrieved from the customer database until all customers called or the booker cancels the process. This achieves further automation of the procedure, whereby the communication unit selects who on the customer list it is time to call and does so at its own pace.

According to an advantageous embodiment of the system according to the invention, the communication unit is arranged to, before connection requested by the booker to the customer, the blocking register NIX with respect to the customer in question. In this way, it is avoided that persons registered in the barring register for telephone sales NIX are called.

According to other advantageous embodiments of the system according to the invention, a monitoring and reading unit is set up for inputting data to said database and reading out data from the database. The monitoring and reading unit advantageously comprises means for entering and reading data to and from the said database over the Internet. In this way, the system and operations performed in it can be accessed by e.g. management over the Internet. Parameters in »Iran an | an 15 20 25 30 518 752 uno u: 3 procedure can be controlled and stored registers of e.g. booker identities are updated.

Because all information about the bookers' activities is also available in this way, the basis for the payroll administration can easily be produced.

In order to explain the invention in more detail, an exemplary embodiment of the invention will now be described in more detail with reference to the accompanying figures, which schematically illustrate the embodiment of the system according to the invention.

The drawing shows a booker A who, with the aid of a standard telephone set, dials a communication unit D with voice answering function and dialing and connection function. This communication unit advantageously comprises a computer with voice answering function. The communication unit D communicates with a database B.

When the booker A calls the communication unit D, the communication unit sends an invitation to the booker to identify himself. The booker then enters a user code at the push of a button on his telephone and the communication unit 'D compares the specified user code with approved user codes stored in the database B for identifying the user.

Thereafter, the communication unit D sends an invitation to the bookkeeper A to enter a unique customer ID on his telephone, which corresponds to the customer he just wants to call. The communication unit D retrieves from the database B telephone numbers corresponding to the specified customer ID, takes an outgoing line and dials the current number automatically. The communication unit D may also retrieve the name of the current customer K for reading to the booker A for control purposes.

When customer K answers, customer K connects with booker A for calls.

At the same time, the communication unit D logs in the database B that another unfinished call has taken place.

The communication unit D is advantageously also connectable to the barring register for telephone sales NIX in order to automatically scan this with respect to the current customer before he is called.

When the call is ended by the customer K hangs up, the communication unit D's voicemail returns and asks the booker A to enter the result of the call, which is stored in the database B.

This report of the call result can consist of one or fl your numbers or follow a tree structure for more complicated reporting needs. Thereafter, »up-a -» | »» 20 25 30 518 752 uno nu 4 call is canceled as reported. If the booker A forgets to report the call and instead hangs up, information about the unreported call is stored and the next time the booker A calls, the communication unit D will request the result of the unreported call.

Unconnected calls are likewise logged into database B, without the booker's A's participation together with the reason for the missed connection, such as no answer, busy, etc.

The above procedure is repeated until the booker A hangs up the telephone or for a predetermined period of time after the last completed telephone call does not enter a new customer ID.

According to a more automated variant of the invention, lists of customers with associated customer IDs can be stored in database B and these customer lists are available to the booker A by entering a list ID, which identifies the current customer list according to which the booker A want to work. The communication unit D then selects who on the list it is time to call and does so at its own pace until no customers K remain on the current customer list or until the booker A stops the process, for example by pressing a button. In database B, two tables are updated for reading - a table with one entry per booker identity and a table with one entry per customer identity. In addition, an entry is written to a log table for each event of interest. Examples of such events are: ø A booker logs in to the system; o A booker logs out by hanging up, v A booker is forced out by not entering a new customer ID in time; o A booker reports the result of a previous call at login; ø A connection attempt is made without a call being made; and ~ A call has been made between booker and customer and reported. ø With the acquisition, the call results will thus be directly reported and stored.

A monitoring and reading unit P makes the database B available for entering data to and reading data from the database B via the Internet from user terminals remote from the database. In this way, operations performed in the system can be monitored, e.g. of management. Different parameters in the ut- r | »;, wine» l0 n I ø | \ | ø «I 0 u» 5 conducted procedure can be controlled and registered and e.g. the booker identity can be easily updated. As all information about the bookers' activities is thus made available from database B, the basis for payroll administration can also be easily produced.

The response results entered in the database B can also, if desired, be taken out at suitable times via the communication unit for further processing.

The technology according to the invention can also be used for other applications where you want to contact a larger number of people, selected according to certain criteria. Before a parliamentary election e.g. an election worker can, by using the information, by telephone in a short time get in touch with a large number of voters, each of whom has been selected with regard to e.g. age, place of residence, declared income, etc. to suit the current election worker.

Claims (29)

null. fru), 20 25 30 51 s 7 5 2 Ilšï- PATENTKRAV Method for telemarketing, characterized in that a booker calls a communication unit with voice answering function, dialing and connection function and identifies itself, whereupon the booker enters a customer ID and the corresponding customer is called automatically from said communication unit, after which the booker and customer are connected for calls, and that the booker, after the call has ended, at the request of the said communication unit, enters into a results database the results of the call. Method according to claim 1, characterized in that after calling the communication unit, the booker is asked by the communication unit to identify himself. Method according to claim 2, characterized in that the booker identifies himself by entering a user code. Method according to claim 3, characterized in that said user code comprises the telephone number from which the booker calls. Method according to claim 3 or 4, characterized in that for identification, said user code is checked against approved user codes stored in a user code database. Method according to one of the preceding claims, characterized in that the telephone number corresponding to the specified customer ID is looked up by said communication unit in a customer database for use in dialing the corresponding customer. Method according to claim 6, characterized in that in connection with the customer's telephone number being dialed, the communication unit reads out the customer's name to the booker for control. 1:11: 15 20 25 30 518 7 Method according to one of the preceding claims, characterized in that when the customer answers, information in the call database is stored that the call has been connected and that unconnected calls are also stored in the call database, stating the reason, such as busy, no answer, etc. Method according to any one of the preceding claims, characterized in that said call results are entered in the results database in the form of one or fl your digits. Method according to one of Claims 1 to 8, characterized in that the input of the call result follows a tree structure. Method according to one of the preceding claims, characterized in that the call in question is canceled after entry in the result database of the call result. Method according to one of the preceding claims, characterized in that calls without entered call results are registered and the next time the booker calls the communication unit, the booker is reminded of no entered call results. Method according to any one of claims 6 - 12, characterized in that the bookkeeper calls for lists of customers whose customer IDs are stored in said customer database. Method according to claim 13, characterized in that the booker to the communication unit enters a list ID for identifying a list, stored in the customer database, of your customers which are automatically dialed in a certain order by means of customer ID retrieved from the customer database until all customers called or the booker cancels the process. Method according to one of the preceding claims, characterized in that the connection between the booker and the communication unit is broken if the booker does not enter a new customer ID or list ID within the prescribed time after the previous call or last call on a customer list has ended. narin 1.14- 15 20 25 30 518 752 8 Method according to any one of the preceding claims, characterized in that said result, user code, customer and call databases are one and the same database. Method according to one of the preceding claims, characterized in that the call results are read out via the communication unit at suitable times for further processing. 18. Telemarketing system, characterized in that a communication unit with voice answering, dialing and switching functions is arranged to automatically establish a telephone connection between a booker, after his identification, and a customer defined by a customer specified by the booker, and that said commune The communication unit is arranged to send an invitation to the booker to enter the results of the call into a database after the call has ended. System according to claim 18, characterized in that the communication unit is arranged to compare, for identification of the booker, user code obtained from it with approved user codes stored in said database. System according to claim 18 or 19, characterized in that said communication unit is arranged to retrieve from said database telephone numbers corresponding to the specified customer ID for connection of said telephone connection between booker and customer. System according to claim 20, characterized in that said database contains, in addition to the telephone number corresponding to each customer ID, also the corresponding customer's name, and that said communication unit is arranged to read the current customer's name to the booker for control purposes. System according to one of Claims 18 to 21, characterized in that the communication unit is arranged to store information about the call in the absence of entered call results in order to remind the booker of the missing call result at the booker's next call to the communication unit. »Unng» Juan 15 20 25 30 5 1 s 7 5 2 ïíïï: IlÉï- 9 System according to any one of claims 18-22, characterized in that said communication unit is arranged to log in said database every established telephone connection between booker and customer and also every requested telephone connection. System according to one of Claims 18 to 23, characterized in that the communication unit is arranged to disconnect the connection with the booker if a new customer ID has not been entered within a predetermined time after the last completed customer call. A system according to any one of claims 18-24, wherein customer ID is stored in said database in a list of customers, characterized in that the communication unit is arranged to, on the basis of list ID received from the booker for identifying said customer list , retrieve from the said database the required customer IDs for automatic dialing in a certain order of the customers on the list. System according to one of Claims 18 to 25, characterized in that the communication unit is arranged to automatically scan the block register NlX with respect to the customer in question, prior to the connection requested by the booker. System according to any one of claims 18-26, characterized in that said communication unit comprises a computer with voice answering function. System according to one of the preceding claims, characterized in that a monitoring and reading unit is set up for inputting data to said database and reading out data from the database. System according to claim 28, characterized in that said monitoring and reading unit comprises means for entering and reading data to and from said database over the internet, respectively.