Expert hold queue management

• US 20030103621A1
• Filed: 12/03/2001
• Published: 06/05/2003
• Est. Priority Date: 12/03/2001
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Winters, Scott Lee, Paolini, Michael A., Brown, Michael Wayne, Cheng, David R., Okunseinde, Folu, Sheth-Voss, Seema, Leung, Wing-Ying Stephanie
• Granted Patent: US 6,959,081 B2
• Time in Patent Office: Days
• US Class Current: 379/266.01
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A method, system, and program for expert hold queue management are provided. A call is received at a call center. The call is placed on hold in a hold queue until a representative of the call center is available to answer the call. While on hold in the hold queue, the call is transferred to an expert. In particular, the call may be transferred to a second hold queue within the first hold queue if the expert is not immediately available. Experts may include freelance experts, query based experts, and emergency response experts. Then, responsive to detecting the call at the top of the call queue, the caller is notified of an availability of a representative. The caller may select to remain with the expert or transfer to the representative.

Claims

1. A method for managing an on hold call comprising:

receiving a call at a call center;

placing said call on hold in a hold queue until a representative of said call center is available to answer said call;

transferring said call to an expert while said call is on hold in said hold queue; and

responsive to detecting said call at the top of said hold queue, notifying said caller of an availability of said representative.

2. The method for managing said on hold call according to claim 1, wherein said expert is at least one from among a freelance expert, a query group expert, and an emergency group expert.

3. The method for managing said on hold call according to claim 1, wherein said expert interacts concurrently with a plurality of callers on hold in said hold queue.

4. The method for managing said on hold call according to claim 3, wherein said plurality of callers are on hold in relation to an emergency.

5. The method for managing said on hold call according to claim 3, wherein said expert receives a question privately from a particular caller and repeats said question and an answer to said plurality of callers.

6. The method for managing said on hold call according to claim 3, wherein a plurality of questions posed by said plurality of callers are ordered in a question queue for managing an order in which said expert answers said plurality of questions.

7. The method for managing said on hold call according to claim 3, wherein said plurality of callers select to be placed in a broadcast queue that manages the order in which callers are allowed to broadcast a question to said expert and said plurality of callers.

10. The system for managing said on hold call according to claim 1, wherein said expert interacts concurrently with a plurality of callers on hold in said hold queue.

11. The system for managing said on hold call according to claim 10, wherein said plurality of callers are on hold in relation to an emergency.

12. The system for managing said on hold call according to claim 10, wherein said expert receives a question privately from a particular caller and repeats said question and an answer to said plurality of callers.

13. The system for managing said on hold call according to claim 10, wherein a plurality of questions posed by said plurality of callers are ordered in a question queue for managing an order in which said expert answers said plurality of questions.

14. The system for managing said on hold call according to claim 10, wherein said plurality of callers select to be placed in a broadcast queue that manages the order in which callers are allowed to broadcast a question to said expert and said plurality of callers.

8. A system for managing an on hold call comprising:

a call center for receiving a call from a caller;

means for placing said call on hold in a hold queue until a representative of said call center is available to answer said call;

means for transferring said call to an expert while said call is on hold in said hold queue; and

means responsive to detecting said call at the top of said hold queue, for notifying said caller of an availability of said representative.

9. The system for managing said on hold call according to claim 8, wherein said expert is at least one from among a freelance expert, a query group expert, and an emergency group expert.

15. A computer program product for managing an on hold call, said computer program product comprising:

a recording medium;

means, recorded on said recording medium, for enabling receipt of a call at a call center;

means, recorded on said recording medium, for placing said call on hold in a hold queue until a representative of said call center is available to answer said call;

means, recorded on said recording medium, for controlling transfer of said call to an expert while said call is on hold in said hold queue; and

means, recorded on said recording medium, for notifying said caller of an availability of said representative when said call is in a top position of said hold queue.

16. A method for on hold queue management comprising:

receiving a call from a caller at a call center;

placing said call on hold in a first hold queue until a representative of said call center is available to answer said call;

responsive to information needs of said caller, placing said call on hold in a second hold queue within said first hold queue, wherein calls placed in said second hold queue are answered in order by an expert; and

responsive to said call in position to be answered within said first hold queue, allowing said caller to remain in said second hold queue or transfer to said representative.

17. The method for on hold queue management according to claim 16, wherein calls placed in said second hold queue are answered by a next available freelance expert from among a plurality of freelance experts.

18. A system for on hold queue management comprising:

a call center for receiving a call from a caller;

means for placing said call on hold in a first hold queue until a representative of said call center is available to answer said call;

means responsive to information needs of said caller, for placing said call on hold in a second hold queue within said first hold queue, wherein calls placed in said second hold queue are answered in order by an expert; and

means responsive to said call in position to be answered within said first hold queue, for allowing said caller to remain in said second hold queue or transfer to said representative.

19. The system for on hold queue management according to claim 18, wherein calls placed in said second hold queue are answered by a next available freelance expert from among a plurality of freelance experts.

20. A computer program product for on hold queue management, said computer program product comprising:

a recording medium;

means, recorded on said recording medium, for enabling receipt of a call from a caller at a call center;

means, recorded on said recording medium, for placing said call on hold in a first hold queue until a representative of said call center is available to answer said call;

means, recorded on said recording medium, for placing said call on hold in a second hold queue within said first hold queue, wherein calls placed in said second hold queue are answered in order by an expert; and

means, recorded on said recording medium, for allowing said caller to remain in said second hold queue or transfer to said representative when said call is in a top position in said first hold queue.