CUSTOMER HANDLING SUPPORT METHOD AND CUSTOMER HANDLING SUPPORT SYSTEM

摘要

PROBLEM TO BE SOLVED: To provide a customer handling support method and a customer handling support system for flexibly assigning operators to inquires with different types and allowing a more appropriate operator to handle with an inquiry.

SOLUTION: A PBX (private branch exchange) unit 20 can use a plurality of toll-free telephones, receives a call signal from an external line network 100 by a toll-free telephone and notifies a CTI (computer telephony integration) device 30 of a toll-free number receiving the call signal. The CTI device 30 specifies the model of a telephone on the basis of this telephone number and specifies an operator to be assigned to this incoming telephone call among operators connectable to the telephone call on the basis of the skill level on this model of each operator in a skill level table and the handling history of each operator of a handling history storing part 42. Then, the CTI device 30 selects the telephone terminal 70 of the specified operator and instructs the PBX unit 20 to connect the incoming telephone call. The CTI device 30 acquires response history in the telephone terminal 70 and records the response history in the handling history storage part 42.

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