Call center monitoring system

• US 20030123640A1
• Filed: 12/31/2001
• Published: 07/03/2003
• Est. Priority Date: 12/31/2001
• Status: Active Grant

• Current Assignee: Synchrony Bank (Synchrony Financial)
• Original Assignee: Becky Bonk, Carol Spaulding, Chris Bolejack, David Limric, Jacqueline L. Coury, Karen Zachacz, Robert Muckle, Suzy Lesage, Thomas Arcuri, William Roelle
• Inventors: Muckle, Robert, Roelle, William, Bonk, Becky, Bolejack, Chris, Coury, Jacqueline L., Limric, David, Spaulding, Carol, Zachacz, Karen, Arcuri, Thomas, LeSage, Suzy
• Granted Patent: US 6,683,947 B2
• Time in Patent Office: Days
• US Class Current: 379/265.06
• 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 3/5175 Call or contact centers supervision arrangements

Abstract

A system to monitor a call center includes reception of call center data, determination of respective values of a plurality of measures based on the call center data, determination of a compliance description for each of the plurality of measures, presentation of an indicator in association with each of the plurality of measures, wherein an indicator presented in association with a measure corresponds to a compliance description determined for the measure, reception of a selection of a presented indicator, and presentation of a value of a measure associated with the selected indicator in response to the received selection.

Claims

1. A method for monitoring one or more call centers, comprising:

receiving call center data;

determining respective values of a plurality of measures based on the call center data;

determining a compliance description for each of the plurality of measures;

presenting an indicator in association with each of the plurality of measures, wherein an indicator presented in association with a measure corresponds to a compliance description determined for the measure;

receiving a selection of a presented indicator; and

presenting a value of a measure associated with the selected indicator in response to the received selection.

2. A method according to claim 1, wherein each of the determined compliance descriptions is one of a plurality of possible compliance descriptions, and wherein each of the plurality of possible compliance descriptions corresponds to one respective indicator.

3. A method according to claim 2, further comprising:

receiving an instruction to change the one respective indicator corresponding to one compliance description to a second indicator.

4. A method according to claim 1, wherein the call center data reflects a plurality of call centers.

5. A method according to claim 4, wherein the step of determining respective values of the plurality of measures comprises:

determining respective values of the plurality of measures for each of the plurality of call centers.

6. A method according to claim 1, wherein the call center data reflects calls received on behalf of a plurality of client entities.

7. A method according to claim 6, wherein the calculating step comprises:

determining the plurality of measures for each of the plurality of client entities.

8. A method according to claim 1, further comprising:

presenting call center data used to determine the value.

9. A method according to claim 1, wherein the step of determining a compliance description for a measure comprises:

determining a compliance description based on a relation of a value of the measure to one or more compliance variables.

10. A method according to claim 9, further comprising:

receiving an instruction to change one or more of the one or more compliance variables.

11. A method according to claim 9, further comprising:

automatically changing a compliance variable based at least on received call center data.

12. A user interface for managing call center activity, comprising:

a plurality of representations each representing one of a plurality of call centers; and

a plurality of indicators associated with each representation, each of the plurality of indicators associated with a representation being selectable and associated with a respective measure of performance of a call center represented by the representation,

wherein a value of the respective measure of performance is presented in response to selection of the representation.

13. A user interface according to claim 12, wherein a first of the plurality of indicators is associated with a first measure of performance, wherein a second of the plurality of indicators is associated with a second measure of performance, wherein the first of the plurality of indicators and a second of the plurality of indicators are identical, and wherein the first measure of performance is identical to the second measure of performance.

14. A user interface according to claim 13, further comprising:

an interface for inputting an instruction to associate the first and second measure of performance with an indicator different from the first indicator and the second indicator.

15. A user interface according to claim 12, wherein the value is presented in a pop-up window.

16. A user interface according to claim 12, further comprising an area presenting comments associated with one or more of the plurality of call centers.

17. A user interface according to claim 12, wherein an indicator is associated with a measure of performance based on at least one compliance variable associated with the indicator and the measure of performance, further comprising:

an interface for changing a value of the at least one compliance variable.

18. A user interface for managing call center activity, comprising:

a plurality of representations, each of the plurality of representations representing one of a plurality of clients; and

a plurality of indicators associated with each representation, each of the plurality of indicators associated with a representation being selectable and associated with a respective measure of performance of one or more call centers relating to a client represented by the representation,

wherein a value of the respective measure of performance is presented in response to selection of the representation.

19. A user interface according to claim 18, wherein a first of the plurality of indicators is associated with a first measure of performance, wherein a second of the plurality of indicators is associated with a second measure of performance, wherein the first of the plurality of indicators and a second of the plurality of indicators are identical, and wherein the first measure of performance is identical to the second measure of performance.

20. A user interface according to claim 19, further comprising:

an interface for inputting an instruction to associate the first and second measure of performance with an indicator different from the first indicator and the second indicator.

21. A user interface according to claim 18, wherein the value is presented in a pop-up window.

22. A user interface according to claim 18, further comprising an area presenting comments associated with one or more of the plurality of clients.

23. A user interface according to claim 18, wherein an indicator is associated with a measure of performance based on at least one compliance variable associated with the indicator and the measure of performance, further comprising:

an interface for changing a value of the at least one compliance variable.

24. A system for presenting call center data, comprising:

a plurality of call center devices, each of the plurality of call center devices associated with one or more call centers and storing call center data generated based on call center activities provided by the associated one or more call centers;

a host system for receiving the call center data, for determining values for each of a plurality of measures based on the call center data, for determining a compliance description for each of the plurality of measures, and for associating an indicator with each of the plurality of measures, wherein an indicator associated with a measure represents a compliance description determined for the measure; and

a user interface device for presenting a user interface comprising one or more of the associated indicators, for receiving a user selection of a presented indicator, and for presenting a value of a measure associated with the presented indicator.

25. A system according to claim 24, wherein each of the determined compliance descriptions is one of a plurality of possible compliance descriptions, and wherein each of the plurality of possible compliance descriptions corresponds to one respective indicator.

26. A system according to claim 24, wherein each of the plurality of indicators is associated with a representation of one of the plurality of call centers, and wherein each indicator associated with a representation of a call center is associated with a measure relating to the call center.

27. A system according to claim 24, wherein each of the plurality of indicators is associated with a representation of one of a plurality of clients, and wherein each indicator associated with a representation of a client is associated with a measure relating to the client.

28. A computer-readable medium storing processor-executable process steps to monitor a call center, the process steps comprising:

a step to receive call center data;

a step to determine respective values of a plurality of measures based on the call center data;

a step to determine a compliance description for each of the plurality of measures;

a step to present an indicator in association with each of the plurality of measures, wherein an indicator presented in association with a measure corresponds to a compliance description determined for the measure;

a step to receive a selection of a presented indicator; and

a step to present a value of a measure associated with the selected indicator in response to the received selection.

29. A medium according to claim 28, wherein each of the determined compliance descriptions is one of a plurality of possible compliance descriptions, and wherein each of the plurality of possible compliance descriptions corresponds to one respective indicator.

30. A medium according to claim 29, the process steps further comprising:

a step to receive an instruction to change the one respective indicator corresponding to one compliance description to a second indicator.

31. A medium according to claim 28, wherein the step to determine a compliance description for a measure comprises:

a step to determine a compliance description based on a relation of the value of the measure to a value of a compliance variable.

32. A medium according to claim 31, the process steps further comprising:

a step to receive an instruction to change the value of the compliance variable.

33. A medium according to claim 31, the process steps further comprising:

a step to automatically change the value of the compliance variable based at least on received call center data.

34. An apparatus for monitoring a call center, comprising:

a processor;

a display; and

a storage device in communication with the processor and storing instructions adapted to be executed by the processor to;

receive call center data;

determine respective values of a plurality of measures based on the call center data;

determine a compliance description for each of the plurality of measures;

present an indicator in association with each of the plurality of measures, wherein an indicator presented in association with a measure corresponds to a compliance description determined for the measure;

receive a selection of a presented indicator; and

present a value of a measure associated with the selected indicator in response to the received selection.

35. An apparatus according to claim 34, wherein each of the determined compliance descriptions is one of a plurality of possible compliance descriptions, and wherein each of the plurality of possible compliance descriptions corresponds to one respective indicator.

36. An apparatus according to claim 35, wherein the storage device further stores instructions adapted to be executed by the processor to:

receive an instruction to change the one respective indicator corresponding to one compliance description to a second indicator.

37. An apparatus according to claim 34, wherein the instruction adapted to be executed by the processor to determine the compliance description comprises an instruction adapted to be executed by the processor to determine the compliance description based on a relation of the value of the measure to a value of a compliance variable.

38. An apparatus according to claim 37, wherein the storage device further stores instructions adapted to be executed by the processor to:

receive an instruction to change the value of the compliance variable.

39. An apparatus according to claim 37, wherein the storage device further stores instructions adapted to be executed by the processor to:

automatically change the value of the compliance variable based at least on received call center data.