System and method for increasing completion of training

• US 20030086555A1
• Filed: 09/20/2002
• Published: 05/08/2003
• Est. Priority Date: 11/05/2001
• Status: Active Grant

• Current Assignee: Intradiem Inc.
• Original Assignee: Knowlagent Incorporated
• Inventors: McConnell, Matthew G. A., Ramlogan, Surj, McIlwaine, John C.C.
• Granted Patent: US 7,174,010 B2
• Time in Patent Office: Days
• US Class Current: 379/265.02
• CPC Class Codes: G06Q 10/04 Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" market predictions or forecasting for commercial activities G06Q30/0202
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to improve their skills. Training breaks are scheduled at various times throughout the day that can depend on the workload of the call center. However, often times the agents are unable to receive or complete their training during the scheduled training break due to unexpected work loads and other interruptions. The present invention enables monitoring and recording of whether training is received and completed during a training break. If the training was not completed, the training break is stored and rescheduled for a later time. The invention also facilitates completion of missed training breaks by providing spontaneous training breaks during periods of unexpectedly lower workload at the call center.

Claims

1. A computer-implemented method for improving completion rates of scheduled information breaks comprising the steps of:

scheduling one of the information breaks for an agent from a list of pending information breaks;

delivering the information break to the agent;

monitoring whether the information break for the agent is completed; and

marking the information break as complete or incomplete in response to monitoring the information break.

2. The method of claim 1, further comprising the step of identifying potential agents for receiving information breaks.

3. The method of claim 1, further comprising the step of compiling the list of pending information breaks from newly designated information breaks and rescheduled information breaks.

4. The method of claim 1, further comprising the step of receiving time slots for scheduling information breaks from a workforce management component.

5. The method of claim 1, further comprising the step of flagging information breaks in the list of pending information breaks that have been delivered to the agent.

6. The method of claim 1, further comprising the step of monitoring the workload of a constituent contact system to determine whether to deliver the information break.

7. The method of claim 1, further comprising the step of monitoring the status of the agent to determine whether the agent is available for receiving the information break.

8. The method of claim 1, further comprising the step of querying the agent to determine whether the agent is available to receive the information break.

9. The method of claim 1, further comprising the step of transmitting whether the information break is completed to a workforce management component.

10. The method of claim 1, wherein if the information break is marked complete, it is removed from the list of pending information breaks.

11. The method of claim 1, wherein if the information break is marked incomplete, it remains on the list of pending information breaks.

12. A computer-readable medium having computer-executable instructions for performing the steps recited in claim 1.

13. In association with a computer system for managing a constituent contact system comprising a communications network, a method for improving completion of training for contact system agents comprising the steps of:

receiving a time slot for scheduling a training break;

selecting the training break from a list of pending training breaks;

determining whether one of the agents is available for receiving the selected training break during the time slot;

if the agent is available, delivering the selected training break to the agent;

monitoring whether the selected training break is completed; and

if not completed, storing the selected training break for rescheduling, and

if completed, removing the selected training break from the list of pending training breaks.

14. The method of claim 13, further comprising the step of identifying potential agents for receiving training breaks.

15. The method of claim 13, further comprising the step of compiling the list of pending training breaks from newly designated training breaks and rescheduled training breaks.

16. The method of claim 13, further comprising the step of flagging the selected training break to indicate attempted delivery.

17. The method of claim 13, wherein the step of determining whether an agent is available further comprises evaluating the work load of the constituent contact system.

18. The method of claim 13, wherein the step of determining whether an agent is available further comprises evaluating the agent'"'"'s current interactions.

19. The method of claim 13, further comprising the step of querying the agent to determine whether the agent desires delivery of the selected training break.

20. The method of claim 13, further comprising the step of storing whether the selected training break is completed in a work force management component.

21. A computer-readable medium having computer-executable instructions for performing the steps recited in claim 13.

22. A computer-implemented method for improving completion rates of training scheduled for agents in a constituent contact system comprising the steps of:

monitoring a workload volume;

if the workload volume is below a certain criteria, selecting a training break from a list of pending training breaks to send to an agent; and

delivering the training break to the agent.

23. The method of claim 22, further comprising the steps of:

monitoring whether the training break is completed; and

if not completed, storing the training break for rescheduling, and

if completed, removing the training break from the list of pending training breaks.

24. The method of claim 22, further comprising the step of prioritizing pending training breaks according to the length of time they have been pending.

25. The method of claim 22, further comprising the step of prioritizing pending training breaks according to the number of training breaks an agent has completed.

26. The method of claim 22, further comprising the step of flagging the training break, in the list of pending training breaks, that was delivered to the agent.

27. The method of claim 22, further comprising the step of querying the agent to determine whether to deliver the training break.

28. The method of claim 23, further comprising the step of transmitting whether the training break is completed to a workforce management component.

29. The method of claim 22, wherein the monitored workload volume is the workload of the constituent contact system.

30. The method of claim 22, wherein the monitored workload volume is the workload of the agent.

31. A computer-readable medium having computer-executable instructions for performing the steps recited in claim 22.

32. In association with a computer system for managing a constituent contact system comprising a communications network, a method for improving completion of training for contact system agents comprising the steps of:

monitoring workload volume for a constituent contact system;

if a low workload volume period occurs, determining which agent to send a training break;

delivering a training break from a list of pending training breaks;

monitoring whether the training break for the agent is completed; and

marking the training break as complete or incomplete in response to the monitoring of the training break.

33. The method of claim 32, further comprising the step of identifying potential agents for receiving a training break.

34. The method of claim 32, further comprising the step of flagging training breaks, in the list of pending training breaks, that have been delivered to the agent.

35. The method of claim 32, further comprising the step of prioritizing pending training breaks according to the length of time they have been pending.

36. The method of claim 32, further comprising the step of prioritizing pending training breaks according to the number of training breaks an agent has completed.

37. The method of claim 32, further comprising the step of querying the agent to determine whether to deliver the training break.

38. The method of claim 32, further comprising the step of transmitting whether the training break is completed to a workforce management component.

39. The method of claim 32, wherein if the training break is marked complete, it is removed from the list of pending training breaks.

40. The method of claim 32, wherein if the training break is marked incomplete, it remains on the list of pending training breaks.

41. A computer-readable medium having computer-executable instructions for performing the steps recited in claim 32.

42. A computer-implemented system for managing communications between an organization and its constituents, the system comprising:

a communications network that supports communication between constituents and representatives of the organization; and

a training system component operable for receiving workload data for the communications network, analyzing the workload data for periods of low workload volume, and

delivering a training break to a representative during the period of low workload volume.

43. The system of claim 42, further comprising an automatic call distribution component operable for collecting workload data and providing it to the training component.

44. The system of claim 42, further comprising a terminal operated by a representative and operable for receiving the training break from the training component.

45. The system of claim 42, wherein the training component is further operable for determining whether the representative is available to receive the training break.

46. The system of claim 42, wherein the training component is further operable for monitoring the status of the representative to determine whether a training break is completed.

47. The system of claim 42, wherein the training component is further operable for rescheduling a training break that a representative fails to complete.

48. The system of claim 42, wherein the training component is further operable for communicating data concerning the completion of training breaks to a workforce management component.

49. A computer-implemented method for improving completion rates of training scheduled for agents comprising the steps of:

selecting an information break from a list of pending information breaks for delivery to an agent;

delivering the information break to the agent;

monitoring whether the information break for the agent is completed; and

marking the information break as complete or incomplete in response to the monitoring.

50. The method of claim 49, wherein the step of selecting an information break comprises reviewing data describing the agent'"'"'s skills.

51. The method of claim 49, wherein the step of selecting an information break is performed by the agent.

52. The method of claim 49, wherein if the information break is marked complete, it is removed from the list of pending information breaks.

53. The method of claim 49, wherein if the information break is marked incomplete, it remains on the list of pending information breaks.