SYSTEM FOR OPERATING COMPOUND CALL CENTER

摘要

PROBLEM TO BE SOLVED: To effectively utilize facility resources depending on even the human resource of a call center and the number of operators and further to improve the quality of a customer service by making the use of acquired customer information efficient. SOLUTION: When predictive transmission is performed for an outbound operation, at least customer transmission information specifying the transmission destination of the transmission is stored in a code 22. When an incoming call is received, whether to be an incoming call when connected by the transmission of an outbound operation or an incoming call from the transmission of a customer for an inbound operation by a speech communication received from the customer is identified in a step 123. In a step 124, stored customer transmission information is selected and read, and information on the customer is offered to an operator connecting the incoming call by using the customer transmission information.