Call center operations system

• US 20060008073A1
• Filed: 09/19/2005
• Published: 01/12/2006
• Est. Priority Date: 12/21/1999
• Status: Abandoned Application

• Current Assignee: Kawasaki Steel Systems R & D Corporation (JFE Holdings Incorporated)
• Original Assignee: Kawasaki Steel Systems R & D Corporation (JFE Holdings Incorporated)
• Inventors: Sakurada, Kazuyuki, Yoshizawa, Isao, Uehara, Kenichiro
• Application Number:
  US11/228,196
• Publication Number:
  US 20060008073A1
• Time in Patent Office: Days
• US Class Current: 379/266.70
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/60 Semi-automatic systems, i.e. in which the numerical selection of the outgoing line is under the control of an operator
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13107 Control equipment for a part of the connection, distributed control, co-processing
• CPC Class Codes: H04Q 2213/13148 Maximum profit routing
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13349 Network management
• CPC Class Codes: H04Q 2213/13353 Routing table, map memory
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

A multi-call-center operations system is provided with a collective operator management device for determining an increase or a decrease in the number of operators in charge of outbound service at each of call centers and for transferring the resulting determination to an associated call center, and collectively manages at one location the number of operators in charge of outbound service at a plurality of call centers. The human resource of a call center and the facility resource dependent also on the number of operators are effectively used. Databases are also efficiently maintained and toll charges for calls to customers are minimized, thereby minimizing the overall cost of operating the call center.

Claims

1. A remote agent operations method characterized in that

a telephone for enabling calls via a public switched telephone network and a computer device connectable to a wide area network are located at a remote agent,

if the telephone can be used to service a customer, a remote operator at a remote agent logs in to a remotely located Web server device and a predictive dialer control unit,

a remote agent having made a log-in request is registered with the predictive dialer control unit,

then, to provide outbound service, a call connected to a customer called using an automatic dialer device is connected to the telephone, and

customer information regarding the connection is forwarded to the computer device to indicate the customer information to the remote operator.

2. The remote agent operations method according to claim 1, wherein

a program, operated in the computer device, for use with a logging-in activity and for displaying the customer information is downloaded from the Web server device.

3. A remote agent device characterized by comprising

a telephone for allowing a remote operator at a remote agent to service a customer via a public switched telephone network by placing a call using a dialer device to provide outbound service, and

a computer device for use with a logging-in activity to a remotely located Web server device and a predictive dialer control unit, and for being registered with the predictive dialer control unit as well as for receiving customer information regarding a customer to be serviced from a remote location for display in order to provide the service, the computer device being able to connect to a wide area network, wherein

the remote agent device is located at the remote agent.

4. The remote agent device according to claim 3, wherein the telephone is implemented by

a voice call interface device, incorporated in the computer device, for connecting to the public switched telephone network, and

a headset to be put on a head of a remote operator and connected to the voice call interface device, the headset comprising a microphone device for use with an outgoing call to a customer and a loudspeaker device for use with an incoming call from the customer.

5. The remote agent device according to claim 4, wherein the telephone is an Internet telephone.

20. A computer readable storage medium having a computer program stored thereon, the computer program for implementing the remote agent device set forth in claim 3.

6. A remote call center apparatus wherein

a local switching system, a telephone connected to the local switching system, and an operator terminal operated by a human operator are prepared at each of a plurality of call centers, and

an automatic dialer device at one location can simultaneously provide outgoing calls to each of the plurality of call centers via a wide area network.

21. A computer readable storage medium having a computer program stored thereon, the computer program for implementing the remote call center apparatus set forth in claim 6.

7. A remote agent operations method characterized in that

a telephone for enabling calls via a public switched telephone network and a computer device connectable to a wide area network are located at a remote agent,

if the telephone can be used to service a customer, a remote operator at a remote agent logs in to a remotely located Web server device and a predictive dialer control unit,

the predictive dialer control unit brings a communication channel connected to the telephone of the remote agent having made log-in request in contact with an intra-station switch, and then to provide outbound service, a call connected to a customer called using an automatic dialer device is connected to the telephone, and

customer information regarding the connection is forwarded to the computer device to indicate the customer information to the remote operator.

8. The remote agent operations method according to claim 7, wherein

a program, operated in the computer device, for use with a logging-in activity and for displaying the customer information is downloaded form the Web server device.

9. The remote agent operations method according to claim 7, wherein

a database management device is provided in a facility of an outbound service user company.

10. The remote agent operations method according to claim 9, wherein

the Web server device and the predictive dialer control unit are provided in a facility of a call center running specialist company.

11. A remote agent device characterized by comprising

a telephone for allowing a remote operator at a remote agent to service a customer via a public switched telephone network by placing a call using a dialer device to provide outbound service, and

a computer device for use with a logging-in activity to a remotely located Web server device and a predictive dialer control unit and for receiving customer information regarding a customer to be serviced from a remote location for display in order to provide the service, the computer device being able to connect to a wide area network, the predictive dialer control unit being used to bring a communication channel connected to the telephone of the remote agent having made log-in request in contact with an intra-station switch, wherein

the remote agent device is located at the remote agent.

12. The remote agent device according to claim 11, wherein

a database management device is provided in a facility of an outbound service user company.

13. The remote agent device according to claim 12, wherein

the Web server device and the predictive dialer control unit are provided in a facility of call center running specialist company.

14. A computer readable storage medium having a computer program stored thereon, the computer program for implementing the remote agent device set forth in claim 11.

15. A remote agent operations method characterized in that

a telephone for enabling calls via a public switched telephone network and a computer device connectable to a wide area network are located at a remote agent,

if the telephone can be used to service a customer, a remote operator at a remote agent logs in to a Web server device and a predictive dialer control unit,

a remote agent having made a log-in request is registered with the predictive dialer control unit,

then, the provide outbound service, a call connected to a customer called using an automatic dialer device is connected to the telephone, and

customer information regarding the connection is forwarded to the computer device to indicate the customer information to the remote operator.

16. The remote agent operations method according to claim 15, wherein

a program, operated in the computer device, for use with a logging-in activity and for displaying the customer information is downloaded from the Web server device.

17. A remote agent device characterized by comprising

a telephone for allowing a remote operator at a remote agent to service a customer via a public switched telephone network by placing a call using a dialer device to provide outbound service, and

a computer device for use with a logging-in activity to a Web server device and a predictive dialer control unit, and for being registered with the predictive dialer control unit as well as for receiving customer information regarding a customer to be serviced from a remote location for display in order to provide the service, the computer device being able to connect to a wide area network, wherein

the remote agent device is located at the remote agent.

18. The remote agent device according to claim 17, wherein the telephone is implemented by

a voice call interface device, incorporated in the computer device, for connecting to the public switched telephone network, and

a headset to be put on a head of a remote operator and connected to the voice call interface device, the headset comprising a microphone device for use with an outgoing call to a customer and a loudspeaker device for use with an incoming call from the customer.

19. The remote agent device according to claim 18, wherein the telephone is an Internet telephone.