| 摘要 |
<p>PROBLEM TO BE SOLVED: To solve the problem wherein customers can not involve in operations because a call center decides one-sided the operations after receiving calls by the call center if there is no empty terminal in the call center when receiving the calls. SOLUTION: In a receiving system for call center via the Internet transmitting inquiries in characters or voice from customer terminals 10 to a monitoring server 30 via the Internet 20, the monitoring server 30 analyses the inquiries to allocate to respondent groups, and if there is no empty respondent terminal 40 in the respondent groups, transmits the estimation of waiting time and real-time video of corresponding status to the customer terminals 10. The customers select one case among three cases of disconnecting from accesses, using automatic responses based on the previous data on response samples or waiting for available respondent terminals 40 in the respondent groups on as-is holding statuses with references to the estimation and video. During the holding statuses, the monitoring server 30 monitors pros and cons of responses of the respondent terminals 40 to inform present real-time statuses to the customers, and when connecting the customer terminals 10 to the respondent terminals 40, the inquiries and responses in video and voice are performed.</p> |
