Method abandoned call rescue
First Claim
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1. A method of establishing contact with clients in a call center having a plurality of agents, such method comprising the steps of:
- collecting call associated information for each of a plurality of calls to the call center that have been abandoned by clients;
comparing the collected call associated information with a callback criterion or criteria; and
calling back a clients whose call associated information meets or exceeds the callback criteria.
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Abstract
A method and apparatus are provided for establishing contact with clients in a call center having a plurality of agents. The method includes the steps of collecting call associated information from a plurality of abandoned calls from clients, comparing the collected call associated information with a callback criteria and calling back those clients whose call associated information meets or exceeds the callback criteria.
59 Citations
24 Claims
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1. A method of establishing contact with clients in a call center having a plurality of agents, such method comprising the steps of:
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collecting call associated information for each of a plurality of calls to the call center that have been abandoned by clients;
comparing the collected call associated information with a callback criterion or criteria; and
calling back a clients whose call associated information meets or exceeds the callback criteria. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. An apparatus for establishing contact with clients in a call center having a plurality of agents, such apparatus comprising:
- means for collecting call associated information from a plurality of abandoned calls from clients;
means for comparing the collected call associated information with a callback criteria; and
means for calling back those clients whose call associated information meets or exceeds the callback criteria. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21)
- means for collecting call associated information from a plurality of abandoned calls from clients;
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22. An apparatus for establishing contact with clients in a call center having a plurality of agents, such apparatus comprising:
- a call analyzer adapted to collect call associated information from a plurality of abandoned calls from clients;
a call records processor adapted to compare the collected call associated information with a callback criterion; and
a communication processor adapted to calling back those clients whose call associated information meets or exceeds the callback criteria. - View Dependent Claims (23, 24)
- a call analyzer adapted to collect call associated information from a plurality of abandoned calls from clients;
Specification