CALL CENTER SYSTEM AND ITS INCOMING CALL RESPONSE METHOD

摘要

PPROBLEM TO BE SOLVED: To provide a call center system and its incoming call response method which discriminate whether to respond to an incoming call from a customer or not, and causing no wasteful charge on the customer. PSOLUTION: The call center system 100 comprises: a telephony server 20 equipped with an ACD process means 21, and a response process means 22 which discriminates whether to respond to an incoming call; and a database server 30 which houses an incoming call wait time history 31, an incoming call detection counter 32, a guidance reproducing time 33, and an incoming call average wait time 34. The response process means 22 discriminates whether to respond to the incoming call to which no operator responds, based on the result of comparison between the waiting time of the incoming call and the time calculated by subtracting the time required for reproducing a voice guidance from the average waiting time. PCOPYRIGHT: (C)2007,JPO&INPIT