Business performance and customer care quality measurement

• US 20050091071A1
• Filed: 10/22/2003
• Published: 04/28/2005
• Est. Priority Date: 10/22/2003
• Status: Active Grant

• Current Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Original Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Inventors: Lee, Howard M.
• Granted Patent: US 7,783,513 B2
• Time in Patent Office: Days
• US Class Current: 379/265.03
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0202 Market predictions or forecasting for commercial activities
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

An apparatus includes a plurality of storable representations of interactions between an agent of a business and customers, wherein the business is located in a first geographic area. A storage device in communication with the first geographic area is configured to receive and store the storable representations wherein the storable representations are capable of being analyzed at high frequency for service quality in the second geographic area by an analyst. The second geographic area is subject to a geographic wage attenuator. Report data is generated and fed back to the agent; the report data represents the quality of service rendered by the agent to the customers. An agent can be informed of at least one agent performance element that was well performed and at least one agent performance element that could be performed even better.

Claims

1. An apparatus comprising:

a storage device in communication with a first geographic area configured to receive and store a plurality of storable representations of interactions between an agent of a business and customers, wherein the business is located in the first geographic area and the storable representations are capable of being analyzed for service quality in the second geographic area by an analyst, the second geographic area subject to a geographic wage attenuator; and

a report generator configured to generate report data, the report data representing the quality of service rendered by the agent to the customers.

2. The apparatus of claim 1, further comprising:

a communication link to facilitate communications between the first geographic area and the second geographic area.

3. The apparatus of claim 2, wherein the communication link further comprises a satellite.

4. The apparatus of claim 1, wherein an analysis frequency applied to the agent'"'"'s interactions is selected from the group consisting of at least once per day and more than once per day.

5. The apparatus of claim 1, wherein at least one of the agent'"'"'s interactions per day is analyzed for service quality.

6. The apparatus of claim 1, wherein the report data further comprises:

an agent performance element that could be performed even better.

7. The apparatus of claim 6, wherein the report data further comprises:

an agent performance element that was well performed.

8. The apparatus of claim 1, wherein the report data further comprises:

a training tip for the agent based on analyzing the agent'"'"'s interactions.

9. The apparatus of claim 4, further comprising:

a data base comprising a plurality of report data collected from the agent.

10. The apparatus of claim 5, further comprising:

a data base comprising a plurality of report data collected from the agent.

11. The apparatus of claim 1, wherein an interaction comprises a telephone call.

12. The apparatus of claim 1, wherein an interaction comprises an email message.

13. The apparatus of claim 1, wherein the first geographic area is the United States of America and the second geographic area is selected from the group consisting of Botswana, Fiji, India, Kenya, Liberia, Nigeria, South Africa, Swaziland, Tanzania and the Philippines.

14. The apparatus of claim 1, wherein the first geographic area is the United States of America and the second geographic area is external to the United States of America.

15. The apparatus of claim 1, wherein the first geographic area is the United States of America and the second geographic area is selected from the group consisting of Argentina, Dominican Republic, Ecuador, El Salvador, Equatorial Guinea, Republic of the Congo, Mexico, Nicaragua, Panama and Uruguay.

16. The apparatus of claim 1, wherein the first geographic area is France and the second geographic area is selected from the group consisting of Algeria, Rwanda, Senegal and Haiti.

17. The apparatus of claim 1, wherein a debit or a credit is transferred in exchange for analysis of an interaction by the analyst in the second geographic area.

18. A method comprising:

receiving a storable representation of an interaction between an agent of a business and customers wherein the business is located in a first geographic area;

analyzing the storable representation, in the second geographic area, to determine service quality provided to a customer by the agent wherein the second geographic area is subject to a wage attenuator; and

generating report data associated with the analyzing.

19. The method of claim 18, further comprising:

transmitting the storable representation to the second geographic area.

20. The method of claim 18, wherein the analyzing occurs at a frequency that requires at least one of the agent'"'"'s interactions per day to be analyzed for service quality.

21. The method of claim 18, further comprising:

informing the agent of at least one agent performance element that could be performed even better.

22. The method of claim 18, further comprising:

notifying the agent of at least one agent performance element that was well performed.

23. The method of claim 18, further comprising:

providing a training tip for the agent based on the analyzing.

24. The apparatus of claim 18, further comprising:

transferring a debit or a credit in exchange for analysis of the interaction by the analyst in the second geographic area.

25. An apparatus comprising:

a receiver in communication with a first geographic area, the receiver configured to receive a plurality of interactions between an agent of a business and customers, wherein the business is located in the first geographic area, a subset of the interactions capable of being analyzed for service quality in the second geographic area by an analyst, the second geographic area subject to a geographic wage attenuator; and

a report generator configured to generate report data, the report data indicating the quality of service rendered by the agent to the customers after the agent'"'"'s performance is analyzed by at least one analyst.

26. The apparatus of claim 25, further comprising:

a communication link to facilitate communications between the first geographic area and the second geographic area.

27. The apparatus of claim 26, wherein the communication link further comprises a satellite.

28. The apparatus of claim 25, wherein an analysis frequency applied to the agent'"'"'s plurality of interactions is selected from the group consisting of at least once per day and more than once per day.

29. The apparatus of claim 25, wherein at least one of the agent'"'"'s plurality of interactions per day is analyzed for service quality.

30. The apparatus of claim 25, wherein the report data further comprises:

an agent performance element that could be performed even better.

31. The apparatus of claim 30, wherein the report data further comprises:

an agent performance element that was well performed.

32. The apparatus of claim 25, wherein the report data further comprises:

a training tip for the agent based on analyzing the agent'"'"'s plurality of interactions.

33. The apparatus of claim 28, further comprising:

a data base comprising a plurality of report data based on the agent.

34. The apparatus of claim 29, further comprising:

a data base comprising a plurality of report data based on the agent.

35. The apparatus of claim 25, wherein an interaction comprises a telephone call.

36. The apparatus of claim 25, wherein an interaction comprises an email message.

37. The apparatus of claim 25, wherein the first geographic area is the United States of America and the second geographic area is selected from the group consisting of Botswana, Fiji, India, Kenya, Liberia, Nigeria, South Africa, Swaziland, Tanzania and the Philippines.

38. The apparatus of claim 25, wherein the first geographic area is the United States of America and the second geographic area is external to the United States of America.

39. The apparatus of claim 25, wherein the first geographic area is the United States of America and the second geographic area is selected from the group consisting of Argentina, Dominican Republic, Ecuador, El Salvador, Equatorial Guinea, Republic of the Congo, Mexico, Nicaragua, Panama and Uruguay.

40. The apparatus of claim 25, wherein the first geographic area is France and the second geographic area is selected from the group consisting of Algeria, Rwanda, Senegal and Haiti.

41. The apparatus of claim 25, wherein analysis of an interaction by the analyst in the second geographic area results in the transfer of a debit or a credit.

42. A method comprising:

monitoring an interaction between an agent of a business and customers wherein the business is located in a first geographic area;

analyzing the interaction, in a second geographic area, to determine the service quality provided to a customer by the agent wherein the second geographic area is subject to a wage attenuator; and

generating report data associated with the analyzing.

43. The method of claim 42, wherein the analyzing occurs at a frequency that requires at least one of the agent'"'"'s interactions per day to be analyzed for service quality.

44. The method of claim 42, wherein the interaction consists of at least one of voice and data associated with the interaction.

45. The method of claim 42, further comprising:

informing the agent of at least one agent performance element that could be performed even better.

46. The method of claim 45, further comprising:

notifying the agent of at least one agent performance element that was well performed.

47. The method of claim 42, further comprising:

providing a training tip for the agent based on the analyzing.

48. The apparatus of claim 42, further comprising:

transferring a debit or a credit in exchange for analysis of the interaction in the second geographic area.

49. An apparatus comprising:

a storable representation of a service call arising between an agent of a business and a caller in a first geographic area;

a communication link to transfer the storable representation to a second geographic area; and

a storage device coupled with the communication link, to store the storable representation wherein the storable representation is capable of being analyzed for service quality in the second geographic area by an analyst and the second geographic area subject to a geographic wage attenuator.

50. The apparatus of claim 49, wherein at least one of the agent'"'"'s calls per day is analyzed for service quality in the second geographic area.

51. The apparatus of claim 50, wherein analyzing for service quality includes scoring the agent according to predefined criteria.

52. The apparatus of claim 51, wherein predefined criteria includes scoring the agent according to criteria developed by sampling agent performance at least once a day on a substantially continuing basis.

53. The apparatus of claim 51, wherein the business is to transfer a debit or a credit in exchange for analyzing the service call by the analyst in the second geographic area.

54. A method comprising:

receiving a storable representation of a service call between an agent of a business and customers wherein the business is located in a first geographic area;

analyzing the storable representation, in a second geographic area, to determine the service quality provided to a customer by the agent wherein the second geographic area is subject to a wage attenuator;

utilizing wage attenuation to reduce a cost of analyzing the service call in the second geographic area relative to the cost of analyzing the call in the first geographic area; and

generating report data associated with the analyzing.

55. The method of claim 54, wherein the analyzing occurs at a frequency that requires at least one of the agent'"'"'s service calls per day to be analyzed for service quality.

56. The method of claim 55, wherein the service call consists of voice and data associated with the service call.

57. The method of claim 56, further comprising:

notifying the agent of at least one agent performance element that was well performed; and

informing the agent of at least one agent performance element that could be performed even better.

58. The method of claim 57, further comprising:

providing a training tip for the agent based on the analyzing.

59. The apparatus of claim 58, further comprising:

transferring a debit or a credit in exchange for analysis of the service call in the second geographic area.

60. A data base comprising:

report data corresponding to analyzed service calls between an agent and customers, wherein the agent'"'"'s performance is analyzed at least once a day and analysis of the services calls proceeds on a substantially continuing basis.

61. The apparatus of claim 60, wherein report data further comprises:

an agent performance element that was well performed.

62. The apparatus of claim 60, wherein report data further comprises:

an agent performance element that could be performed even better.

63. The apparatus of claim 60, wherein report data further comprises:

a training tip for the agent based on analyzing the agent'"'"'s interaction with a customer during the service call.

64. A computer readable medium containing executable computer program instructions, which when executed by a data processing system, cause the data processing system to perform a method comprising:

receiving a storable representation of a service call between an agent of a business and customers wherein the business is located in a first geographic area;

playing the storable representation, in a second geographic area, to determine the service quality provided to a customer by the agent wherein the second geographic area is subject to a wage attenuator; and

generating report data associated with the service quality.

65. The computer readable medium of claim 64, wherein the analyzing occurs at a frequency that requires at least one of the agent'"'"'s service calls per day to be analyzed for service quality.

66. The computer readable medium of claim 65, wherein the service call consists of voice and data.

67. The computer readable medium as set forth in claim 66, the method further comprising:

notifying the agent of at least one agent performance element that, was well performed; and

informing the agent of at least one agent performance element that could be performed even better.

68. The computer readable medium of claim 67, the method further comprising:

transferring a debit or a credit in exchange for analysis of the service call in the second geographic area.

69. An apparatus comprising:

a processor;

a reader coupled with the processor; and

a computer readable medium containing executable computer program instructions, which when executed by the apparatus, cause the apparatus to perform a method comprising;

receiving a storable representation of a service call between an agent of a business and customers wherein the business is located in a first geographic area;

playing the storable representation, in a second geographic area, to determine the service quality provided to a customer by the agent wherein the second geographic area is subject to a wage attenuator; and

generating report data associated with the service quality.

70. The apparatus of claim 69, further comprising:

a data display configured with the processor to facilitate determining the service quality of the service call; and

a data input device configured with the processor to accept input from an analyst, wherein the input is part of the report data.

71. The apparatus of claim 69, wherein the data input device is selected from the group consisting of a computer mouse, a pointing device, a keyboard, and a microphone.

72. The apparatus of claim 69, wherein the service call consists of voice and data.