CALL CENTER SYSTEM

PROBLEM TO BE SOLVED: To provide a call center system for inferring a cause of a system malfunction on the basis of operation content of a customer, appropriately responding to complaints to raise customer satisfaction when an operator receives a call for complaints from the customer. SOLUTION: In t...

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Bibliographische Detailangaben
Hauptverfasser: HIDESHIMA TATSUYA, OGATA KOJI
Format: Patent
Sprache:eng
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Beschreibung
Zusammenfassung:PROBLEM TO BE SOLVED: To provide a call center system for inferring a cause of a system malfunction on the basis of operation content of a customer, appropriately responding to complaints to raise customer satisfaction when an operator receives a call for complaints from the customer. SOLUTION: In the call center system, a call center server 1 stores the content of a PB input by the customer in a call status management table of a database of an information server 2 as call information in addition to a call date and a customer code. When a retrieval key such as the customer code and a call date, and a retrieval instruction of the call information are input from a terminal 4 operated by the operator, a Web server 3 retrieves the call status management table on the basis of the retrieval key, displays and outputs a call status confirmation screen including the content of the PB input by the customer on the terminal 4. COPYRIGHT: (C)2009,JPO&INPIT