Patent ID: 7839991

Claim:
An outbound-operation support apparatus that supports an outbound operation with respect to customers by using information obtained through an inbound operation with respect to the customers, the outbound-operation support apparatus comprising: a first storing unit that stores therein an outbound material used for the outbound operation by associating the outbound material with contents of the outbound operation; a second storing unit that stores therein a related theme related to the outbound material, a customer knowledge level determined in advance with respect to each customer, and a success rate obtained when the outbound operation is performed by using the outbound material, by associating each of the related theme, the customer knowledge level, and the success rate with the outbound material; a third storing unit that stores therein a theme and the customer knowledge level that have been used for performing the inbound operation, by associating each of the theme and the customer knowledge level with a customer identifier unique to each of the customers; a fourth storing unit that stores therein customer information related to each of the customers, by associating the customer information with the customer identifier; a first extracting unit that extracts the outbound material stored in the first storing unit based on the contents of the outbound operation upon receiving input of the contents of the outbound operation; a second extracting unit that extracts the related theme and the customer knowledge level that correspond to the outbound material extracted by the first extracting unit and for which the success rate corresponding to the outbound material extracted by the first extracting unit is larger than a predetermined threshold value from among the related theme and the customer knowledge level stored in the second storing unit; a third extracting unit that extracts the customer identifier stored in the third storing unit, in relation to the related theme and the customer knowledge level extracted by the second extracting unit; a fourth extracting unit that extracts the customer information stored in the fourth storing unit, in relation to the customer identifier extracted by the third extracting unit; a fifth storing unit that stores therein an outbound log including the contents of the outbound operation, the outbound material used for the outbound operation, date and time when the outbound operation has been performed, and a result of the outbound operation, by associating each of the outbound log, the outbound material, the date and time when the outbound operation has been performed, and the result of the outbound operation with the customer identifier to the customer with which the outbound operation has been performed, when the outbound operation is performed; and an output unit that outputs the outbound material extracted by the first extracting unit and the customer information extracted by the fourth extracting unit.