| 摘要 |
PROBLEM TO BE SOLVED: To provide a call center system which allows for response with high customer satisfaction.SOLUTION: A call center system includes an exchanger for receiving communication from a customer, a telephone acceptance device for storing at least the communication content from a client, an operator terminal connected with the telephone acceptance device, displaying a client response screen corresponding to the client, and accepting the communication from the client received by the exchange, or instructing to transfer to any one of a plurality of predetermined destinations, and an engineer terminal that is a destination and displaying the client response screen. The call center system further includes a text data conversion mechanism for converting the communication content from a client, stored in the telephone acceptance device, into text data, a text data storage mechanism for storing the text information converted into text data by the text data conversion mechanism, and an extraction mechanism for extracting the communication including a preset keyword, from the text data stored in the text data storage mechanism.SELECTED DRAWING: Figure 6 |
