Systems and methods for improving call center performance

• US 10,403,168 B1
• Filed: 02/23/2017
• Issued: 09/03/2019
• Est. Priority Date: 02/29/2016
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United States Automobile Association (United Services Automobile Association)
• Inventors: Selix, George
• Primary Examiner(s): Rowland, Steve
• Application Number:
  US15/440,029
• Time in Patent Office: 922 Days
• CPC Class Codes: G09B 19/00 Teaching not covered by other main groups of this subclass teaching or practice apparatus for gun-aiming or gun-laying F41G3/26
• CPC Class Codes: G09B 5/00 Electrically-operated educational appliances working with questions and answers G09B7/00; simulators G09B9/00; advertising or displaying in general G09F

Abstract

Systems and methods improve call center performance. A system can include a motor training component and a communication training component. A composite training component can determine a composite accuracy based on both motor training and communication training. A method can train motor skills, communication skills, and develop a composite training metric reflecting at least performance with respect to these aspects.

Claims

1. A system, comprising:

a microphone for receiving sound from a trainee;

a speaker for transmitting sound to the trainee;

a keyboard for receiving motor input from the trainee;

a motor training component operatively coupled with the speaker and the keyboard, the motor training component causes playback of prerecorded training calls at a playback speed, the motor training component receives motor input from the keyboard, the motor training component analyzes the motor input from the keyboard to determine a trainee motor accuracy metric, the motor training component compares the trainee motor accuracy metric to an acceleration threshold, the motor training component accelerates the playback speed when the trainee motor accuracy metric exceeds the acceleration threshold when the playback speed is below a maximum playback speed, the motor training component increases a prerecorded training call complexity when the trainee motor accuracy metric exceeds the acceleration threshold at the maximum playback speed;

a communication training component operatively coupled with the speaker and the microphone, the communication training component causes initiation of two-way training calls when the trainee motor accuracy metric exceeds a motor training threshold and the playback speed exceeds a maximum playback speed for a maximum prerecorded call complexity, the communication training component receives communication input from the microphone, the communication training component determines a trainee communication accuracy metric based on the communication input; and

a composite training component that determines a composite trainee accuracy metric based on the trainee motor accuracy metric and the trainee communication accuracy metric.

2. The system of claim 1, further comprising a mouse or stylus for receiving the motor input from the trainee.

3. The system of claim 1, further comprising a metric aggregation component that receives one or more additional composite trainee accuracy metrics and generates a group composite accuracy metric based on the composite trainee accuracy metric and the one or more additional composite trainee accuracy metrics.

4. The system of claim 1, the motor training component further compares the trainee motor accuracy metric to an acceleration floor, the motor training component decelerates the playback speed when the trainee motor accuracy metric is below the acceleration floor.

5. The system of claim 4, the motor training component further compares the trainee motor accuracy metric to an acceleration floor when the playback speed is at a minimum playback speed and in response the motor training component decreases the call complexity.

6. The system of claim 1, the call complexity relates to a topic linearity of the call.

7. A method, comprising:

providing a current prerecorded training call having a current call complexity to a user at a playback speed, the current prerecorded training call among one or more prerecorded training calls having respective call complexities;

receiving a motor input from a trainee based on the current prerecorded training call;

analyzing the motor input from the trainee to determine a trainee motor accuracy metric;

comparing the trainee motor accuracy metric to an acceleration threshold;

determining whether the trainee motor accuracy metric exceeds the acceleration threshold;

if the motor accuracy metric exceeds the acceleration threshold, comparing the playback speed to a maximum playback speed;

if the playback speed is below a maximum playback speed, accelerating the playback speed for a subsequent prerecorded training call of the one or more prerecorded training calls;

if the playback speed meets a maximum playback speed, comparing the current call complexity to a maximum call complexity;

if the current call complexity is below a maximum call complexity, increasing the call complexity of the subsequent prerecorded training call of the one or more prerecorded training calls; and

if the current call complexity meets a maximum call complexity, providing a current two-way training call to the user.

8. The method of claim 7, further comprising:

receiving a communication input from the trainee based on the current two-way training call;

substantially concurrent with receiving the communication input from the trainee, receiving a subsequent motor input from the trainee based on the current two-way training call;

analyzing the communication input from the trainee to determine a trainee communication accuracy metric; and

analyzing the subsequent motor input from the trainee to determine a subsequent trainee motor accuracy metric.

9. The method of claim 8, further comprising:

determining a composite trainee accuracy metric based on the trainee communication accuracy metric and the subsequent trainee motor accuracy metric.

10. The method of claim 9, further comprising:

receiving one or more additional composite trainee accuracy metrics; and

generating a group composite accuracy metric based on the composite trainee accuracy metric and the one or more additional composite trainee accuracy metrics.

11. The method of claim 8, the communication input is received from one or more of a microphone and a keyboard.

12. The method of claim 11, the microphone is included in one of a telephone or a computer.

13. The method of claim 7, the motor input is received from one or more of a keyboard, a mouse, and a stylus.

14. The method of claim 7, further comprising:

comparing the trainee motor accuracy metric to an acceleration floor concurrent with comparing the trainee motor accuracy metric to an acceleration threshold;

determining whether the trainee motor accuracy metric is below an acceleration floor concurrent with determining whether the trainee motor accuracy metric exceeds the acceleration threshold; and

if the motor accuracy metric is below the acceleration floor, decelerating the playback speed for the subsequent prerecorded training call of the one or more prerecorded training calls.

15. The method of claim 7, further comprising:

comparing the trainee motor accuracy metric to an acceleration floor concurrent with comparing the trainee motor accuracy metric to an acceleration threshold when the playback speed is a minimum playback speed;

determining whether the trainee motor accuracy metric is below an acceleration floor concurrent with determining whether the trainee motor accuracy metric exceeds the acceleration threshold and when the play speed is the minimum playback speed; and

if the motor accuracy metric is below the acceleration floor, decreasing the call complexity of the subsequent prerecorded training call of the one or more prerecorded training calls.

16. A system, comprising:

a motor training component that causes playback of prerecorded training calls having respective call complexities at a playback speed, the motor training component receives motor input from a trainee, the motor training component analyzes the motor input from the trainee to determine a trainee motor accuracy metric, the motor training component compares the trainee motor accuracy metric to an acceleration threshold, the motor training component accelerates the playback speed when the trainee motor accuracy metric exceeds the acceleration threshold, the motor training component increases a prerecorded training call complexity when the trainee motor accuracy metric exceeds the acceleration threshold at a maximum playback speed;

a communication training component that causes initiation of two-way training calls when the trainee motor accuracy metric exceeds a motor training threshold and the playback speed exceeds a maximum playback speed for a maximum prerecorded call complexity, the communication training component receives communication input from the trainee, the communication training component determines a trainee communication accuracy metric based on the communication input; and

a composite training component that determines a composite trainee accuracy metric based on the trainee motor accuracy metric and the trainee communication accuracy metric.

17. The system of claim 16, further comprising at least one of a keyboard, a mouse, a stylus, a display, a speaker, or a microphone.

18. The system of claim 16, further comprising a metric aggregation component that receives one or more additional composite trainee accuracy metrics and generates a group composite accuracy metric based on the composite trainee accuracy metric and the one or more additional composite trainee accuracy metrics.

19. The system of claim 16, the motor training component further compares the trainee motor accuracy metric to an acceleration floor, the motor training component decelerates the playback speed when the trainee motor accuracy metric is below the acceleration floor.

20. The system of claim 16, the motor training component determines an initial trainee proficiency before causing playback of the prerecorded training calls.