Call center operations system

• US 20070127687A1
• Filed: 12/22/2006
• Published: 06/07/2007
• Est. Priority Date: 12/21/1999
• Status: Abandoned Application

• Current Assignee: Kawasaki Steel Systems R & D Corporation
• Original Assignee: Kawasaki Steel Systems R & D Corporation
• Inventors: Yoshizawa, Isao, Uehara, Kenichiro, Sakurada, Kazuyuki
• Application Number:
  US11/643,971
• Publication Number:
  US 20070127687A1
• Time in Patent Office: Days
• US Class Current: 379/265.10
• 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 multi-call-center operations method characterized in that

across a plurality of call centers where a plurality of operators are in charge of outbound service for handling outgoing calls to customers and inbound service for handling incoming calls from customers,

at least part of information regarding a customer to be handled in outbound service and inbound service including at least a name of the customer and a telephone number of the customer is to be collectively managed,

additionally, number of operators in charge of outbound service at each call center is centrally controlled at one operator management unit, and

the operator management unit instructs each call center to increase or decrease the number of operators in charge of the outbound service,

wherein

a predictive calling function available irrespective of a type of a local switching system provided at each of the call centers is operated in the call centers, and

the operator management unit controls predictive calling based on a number of operators at each call center who are available for predicative calling, the number of operators who are available for predictive calling being a variable that changes from time to time.

2. The multi-call-center operations method according to claim 1, characterized in that in consideration of toll charge from a call center to a customer, customers to be handled in outbound service and included in the customer information are assigned to a respective call center, and

the customer information regarding an assigned customer can be referenced at a call center having the customer information assigned thereto.

3. A multi-call center operations system characterized by comprising

an operator number management table for storing the number of operators in charge of outbound service at each call center, the number of operators being received from a plurality of call centers where a plurality of the operators are in charge of outbound service for handling outgoing calls to customers and inbound service for handling incoming calls from customers, and

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 the call centers to transmit a resulting determination to an associated call center, and

a database management device adapted to collectively manage at least part of information regarding a customer to be handled in outbound service and inbound service including at least a name of the customer and a telephone number of the customer,

wherein

a predictive calling function available irrespective of a type of a local switching system provided at each of the call centers is operated in the call centers, and

the collective operator management devices comprises a pacing control device which controls predictive calling based on a number of operators at each call center who are available for predicative calling, the number of operators who are available for predictive calling being a variable that changes from time to time.

4. A computer readable storage medium having a computer program stored thereon, the computer program for implementing the call center operations apparatus set forth in claim 3.

5. The multi-call center operations system according to claim 3, wherein

the customer to be handled in outbound service and included in the customer information is distributed to the respective call center in consideration of toll charge from a call center to a customer, and

the customer information regarding a distributed customer can be referenced at the call center having the customer information distributed thereto.

6. A multi-call-center operations method characterized in that across a plurality of call centers where operators are in charge of outbound service for handling outgoing calls to customers and inbound service for handling incoming calls from customers,

at least part of information regarding a customer to be handled in outbound service and inbound service including at least a name of the customer and a telephone number of the customer is to be collectively managed, and

the number of operators in charge of outbound service at each call center is centrally controlled at one operator management unit,

wherein

a predictive calling function available irrespective of a type of a local switching system provided at each of the call centers is operated in the call centers, and

the operator management unit controls predictive calling based on a number of operators at each call center who are available for predicative calling, the number of operators who are available for predictive calling being a variable that changes from time to time.

7. The multi-call-center operations method according to claim 6, wherein

the customer to be handled in outbound service and included in the customer information is distributed to the respective call center in consideration of toll charge from a call center to a customer, and

the customer information regarding a distributed customer can be referenced at a call center having the customer information distributed thereto.