Method and system for improved routing of repair calls to a call center

• US 20040109555A1
• Filed: 12/06/2002
• Published: 06/10/2004
• Est. Priority Date: 12/06/2002
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: Bellsouth Intellectual Property
• Inventors: Williams, Robin
• Granted Patent: US 7,545,925 B2
• Time in Patent Office: Days
• US Class Current: 379/265.02
• 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 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A method and system are provided for improved routing of repair calls in a call center. A call routing system receives a repair call from a calling party and determines if the calling party is a first time caller or a repeat caller based on identification data associated with the calling party. If it is determined that the calling party is a first time caller, the repair call is routed to a first group of customer service assistants. If it is determined that the calling party is a repeat caller, the repair call is routed to a second group of customer service assistants. The calls may be routed based on an input entered into the system by a calling party. The input may be a voice command or a predetermined key on a telephone keypad.

Claims

1. A method for improved routing of repair calls in a call center, comprising:

receiving a repair call from a calling party;

determining if the calling party is a first time caller or a repeat caller;

if it is determined that the calling party is a first time caller,

routing the repair call to a first group of customer service assistants, and

if it is determined that the calling party is a repeat caller,

routing the repair call to a second group of customer service assistants.

2. The method of claim 1, wherein determining if the calling party is a first time caller or a repeat caller comprises:

receiving identification data associated with the calling party;

identifying the identification data associated with the calling party;

querying a customer database for customer data matching the identification data associated with the calling party;

if the identification data does not match the customer data, determining that the calling party is a first time caller; and

if the identification data matches the customer data, determining that the calling party is a repeat caller.

3. The method of claim 2, further comprising saving the identification data as new customer data in the customer database if it is determined that the calling party is a first time caller to the repair center.

4. The method of claim 2, wherein the customer data comprises a telephone number of the calling party.

5. The method of claim 2, wherein the identification data comprises a telephone number associated with the calling party.

6. A method for improved routing of repair calls in a call center, comprising:

receiving a repair call from a calling party;

requesting an input from the calling party; and

routing the repair call based on the input.

7. The method of claim 6, wherein routing the repair call based on the input comprises:

routing the repair call to a first group of customer service assistants if the input corresponds to a first time caller to the call center; and

routing the repair call to a second group of customer service assistants if the input corresponds to a repeat caller to the call center.

8. The method of claim 6, wherein the input is a predetermined key on a telephone keypad.

9. The method of claim 6, wherein the input is a voice command from the calling party.

10. A system for improved routing of repair calls in a call center in a telecommunications network, comprising:

a call routing system operative

to receive a repair call from a calling party;

to determine whether the calling party is a first time caller or a repeat caller to the call center;

to route the repair call to a first group of customer service assistants in the call center if the calling party is a first time caller to the call center; and

to route the repair call to a second of customer service assistants in the call center if the calling party is a repeat caller to the call center.

11. The system of claim 10, further comprising a customer database, in communication with the call routing system, for storing customer data associated with callers to the call center.

12. The system of claim 11, wherein the call routing system is further operative

to receive identification data associated with the calling party;

to identify the identification data associated with the calling party;

to query the customer database for customer data matching the identification data associated with the calling party;

to determine that the calling party is a first time caller if the identification data does not match the customer data in the customer database; and

to determine that the calling party is a repeat caller if the identification data matches the customer data in the customer database.

13. The system of claim 10, wherein the call routing system is further operative

to request an input from the calling party;

and

to determine if the calling party is a first time caller or a repeat caller based on the input.

14. The system of claim 12, wherein the call routing system is further operative to save the identification data associated with the first time caller as new customer data in the customer database.

15. The system of claim 13, wherein the input is a predetermined key on a telephone keypad.

16. The system of claim 13, wherein the input is a voice command from the calling party.

17. The system of claim 11, wherein the customer data comprises a telephone number of the calling party.

18. The system of claim 11, wherein the identification data comprises a telephone number associated with the calling party.