Method for operating a call-centre

• US 20060018456A1
• Filed: 03/12/2003
• Published: 01/26/2006
• Est. Priority Date: 03/12/2002
• Status: Active Grant

• Current Assignee: T-Mobile Deutschland GmbH (Deutsche Telekom AG)
• Original Assignee: T-Mobile Deutschland GmbH (Deutsche Telekom AG)
• Inventors: Kunkel, Helmut
• Granted Patent: US 7,483,527 B2
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

In a call-centre, external telephone calls form customers are distributed to terminals so that they can be answered by agents. The invention relates to a method for operating a call-centre, wherein an external call is initially connected to a free terminal. If an interruption in the conversation occurs, a message recorded by the agent is stored and the connection is allocated automatically. The call is transferred to a separate waiting line. The caller can initialise a new connection to a free terminal i.e. to the same terminal or to a different agent. During the new connection, the message belonging to the waiting connection is automatically played back, whereby the interrupted conversation with the client can be continued in a problem free manner. The inventive method increases the productivity of the call-centres without changing the high level of service.

Claims

1. A method for operating a call center, wherein incoming external telephone calls are automatically distributed to terminals to be answered by call center agents, comprising the process steps:

connecting of an external call to a free terminal of an agent;

storing of a message by the agent concerning the content of the call between the caller and agent;

automatic assignment of the message to the existing connection;

forwarding of the call to a separate hold line;

renewed connection of the held call to a free terminal of an agent;

playback of the message assigned to the held connection at the agent'"'"'s terminal in such a way that the message is audible only for the agent.

2. The process of claim 1, characterized in that the agent'"'"'s message is saved as an audio file and played back acoustically.

3. The process of claim 1 or 2, characterized in that the saved message is played back automatically immediately prior to establishing the renewed connection to a terminal.

4. The process of claims 1 through 3, characterized in that the separate hold line is connected to an interactive voice response, so that the renewed connection to a terminal can be initialized by the external caller.

5. The process according to any of claims 1 through 4, characterized in that the external call is initially connected to a first terminal of a first agent, and that the held connection is transferred from the hold line to a second terminal of a second agent.