Systems and methods for providing priority customer service

• US 20030195753A1
• Filed: 04/10/2002
• Published: 10/16/2003
• Est. Priority Date: 04/10/2002
• Status: Abandoned Application

• Current Assignee: Capital One Financial Corporation
• Original Assignee: Capital One Financial Corporation
• Inventors: Homuth, Brandon Gabriel
• Application Number:
  US10/119,049
• Publication Number:
  US 20030195753A1
• Time in Patent Office: Days
• US Class Current: 379/266.01
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Systems and methods are provided for priority-based customer service. In such systems and methods, incoming calls are received from customers. For each incoming call, the customer may be provided with an offer of priority service. Priority service may be offered to all customers, either at all times or when wait times exceed a predetermined value. Alternatively, priority service may only be offered to certain customers. If the customer accepts the offer of priority service, the customer is then placed in a call queue for service based on the priority accepted. If the customer does not accept priority service, the customer is placed at the end of the queue, or otherwise handled as the call would have been had priority customer service not been offered.

Claims

1. A method for providing priority customer service in a telephony-based customer service environment, the method comprising:

receiving an incoming call from a customer;

offering priority customer service to the customer;

handling the call from the customer on a normal basis if the customer declines the offered priority customer service; and

handling the call from the customer on a priority basis if the customer accepts the offered priority customer service.

2. The method of claim 1, wherein the step of offering priority customer service to the customer comprises:

determining an expected wait time for providing service to the customer; and

providing an offer of priority service to the customer if the expected wait time exceeds a predetermined value.

3. The method of claim 2, wherein the step of providing an offer of priority customer service comprises:

providing the customer with a guarantee of service in a time less than the expected wait time upon payment of a fee.

4. The method of claim 2, wherein the step of providing an offer of priority service comprises:

providing the customer with a guarantee of service in a first time upon payment of a first fee; and

providing the customer with a guarantee of service in a second time upon payment of a second fee,

wherein the first time is greater than the second time and the second fee is greater than the first fee.

5. The method of claim 1, wherein the customer service environment includes a call queue of calls from customers awaiting service, and wherein the step of handling the call on a normal basis comprises placing the call from the customer at a first position of the call queue if the customer declines the offered priority customer service, and further wherein the step of handling the call on a priority basis comprises placing the call from the customer at a second position of the call queue if the customer accepts the offered priority customer service.

6. The method of claim 1, wherein the customer service environment includes a priority call queue for calls handled on a priority basis and a main call queue for calls handled on a normal basis, and wherein the step of handling the call on a normal basis comprises placing the call from the customer in the main call queue if the customer declines the offered priority customer service, and further wherein the step of handling the call on a priority basis comprises placing the call from the customer in the priority call queue if the customer accepts the offered priority customer service.

7. A system for providing priority customer service in a telephony-based customer service environment, the system comprising:

means for receiving an incoming call from a customer;

means for offering priority customer service to the customer;

means for handling the call from the customer on a normal basis if the customer declines the offered priority customer service; and

means for placing the call from the customer on a priority basis if the customer accepts the offered priority customer service.

8. The system of claim 7, wherein the means for offering priority customer service to the customer comprises:

means for determining an expected wait time for providing service to the customer; and

means for providing an offer of priority service to the customer if the expected wait time exceeds a predetermined value.

9. The system of claim 8, wherein the means for providing an offer of priority customer service comprises:

means for providing the customer with a guarantee of service in a time less than the expected wait time upon payment of a fee.

10. The system of claim 8, wherein the means for providing an offer of priority service comprises:

means for providing the customer with a guarantee of service in a first time upon payment of a first fee; and

means for providing the customer with a guarantee of service in a second time upon payment of a second fee,

wherein the first time is greater than the second time and the second fee is greater than the first fee.

11. The system of claim 7, wherein the customer service environment includes a call queue of calls from customers awaiting service, and wherein the means for handling the call on a normal basis comprises means for placing the call from the customer at a first position of the call queue if the customer declines the offered priority customer service, and further wherein the means for handling the call on a priority basis comprises means for placing the call from the customer at a second position of the call queue if the customer accepts the offered priority customer service.

12. The system of claim 7, wherein the customer service environment includes a priority call queue for calls handled on a priority basis and a main call queue for calls handled on a normal basis, and wherein the means for handling the call on a normal basis comprises means for placing the call from the customer in the main call queue if the customer declines the offered priority customer service, and further wherein the means for handling the call on a priority basis comprises means for placing the call from the customer in the priority call queue if the customer accepts the offered priority customer service.

13. A system for providing priority customer service in a customer call center, the customer call center including a customer service department, the system comprising:

a plurality of telephone lines for receiving incoming calls from customers;

at least one call queue for ordering calls to be taken by the customer service department; and

an automated voice response unit (VRU), connected between the plurality of telephone lines and the at least one call queue, for accepting calls from the plurality of telephone lines and placing the accepted calls in the call queue,

wherein the VRU is configured to offer priority customer service to the customers.

14. The system of claim 13, further comprising:

a processor for assisting the VRU in placing the accepted calls in the call queue.

15. The system of claim 13, wherein the VRU is configured to perform the following steps:

receive an incoming call from a customer;

offer priority service to the customer;

place the call from the caller at a first position of the call queue if the customer declines the offered priority customer service; and

place the call from the caller at a second position of the call queue if the customer accepts the offered priority customer service.

16. The system of claim 15, wherein the VRU is further configured to:

determine an expected wait time for customer service; and

provide an offer of priority service to the customer if the expected wait time exceeds a predetermined value.

17. The system of claim 16, wherein the VRU, upon providing an offer of priority customer service, is further configured to:

provide the customer with a guarantee of service in a time less than the expected wait time upon payment of a fee.

18. The system of claim 16, wherein the VRU, upon providing an offer of priority customer service, is further configured to:

provide the customer with a guarantee of service in a first time upon payment of a first fee; and

provide the customer with a guarantee of service in a second time upon payment of a second fee,

wherein the first time is greater than the second time and the second fee is greater than the first fee.

19. The system of claim 13, further comprising a priority call queue for calls handled on a priority basis and a main call queue for calls handled on a normal basis.

20. The system of claim 19, wherein the VRU is configured to perform the following steps:

receive an incoming call from a customer;

offer priority service to the customer;

place the call from the caller in the main call queue if the customer declines the offered priority customer service; and

place the call from the caller in the priority call queue if the customer accepts the offered priority customer service.