System and method for providing product offers at a call center
First Claim
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1. A method of presenting product offers, the method comprising:
- receiving a call from a caller, the call having a purpose and call identification information;
determining a product offer based on the call identification information;
directing the call to a call center agent based on the purpose, the call center agent having a skill level associated with the product offer; and
providing an interface to the call center agent, the interface populated based on the skill level.
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Abstract
The disclosure is directed to a method of presenting product offers. The method includes receiving a call from a caller. The call has a purpose and call identification information. The method further includes determining a product offer based on the call identification information and directing the call to a call center agent based on the purpose. The call center agent has a skill level associated with the product offer. The method also includes providing an interface to the call center agent, the interface populated based on the skill level.
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Citations
36 Claims
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1. A method of presenting product offers, the method comprising:
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receiving a call from a caller, the call having a purpose and call identification information;
determining a product offer based on the call identification information;
directing the call to a call center agent based on the purpose, the call center agent having a skill level associated with the product offer; and
providing an interface to the call center agent, the interface populated based on the skill level. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method of presenting product offers, the method comprising:
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receiving a call at a call center, the call having associated call information;
determining a set of product offers based on the call information, wherein the number of product offers in the set of product offers is based on performance parameters associated with the call center;
directing the call to a call center agent terminal; and
providing an interface to the call center agent terminal, the interface populated with information associated with the set of product offers. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27)
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28. A call center agent terminal including computer accessible memory, the computer accessible memory storing a computer implemented interface, the computer implemented interface comprising:
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a control feature indicating an ordered set of selectable offers; and
a selector control associated with a first selectable offer of the ordered set of selectable offers that when selected identifies;
information associated with the first selectable offer;
an objection control associated with a common objection associated with the first selectable offer; and
a customer response control to indicate a response of a customer to the first selectable offer. - View Dependent Claims (29, 30, 31, 32, 33)
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34. A call center agent terminal including computer accessible memory, the computer accessible memory storing a computer implemented interface, the computer implemented interface comprising:
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a control feature indicating an ordered set of selectable offers; and
a selector control associated with a first selectable offer of the ordered set of selectable offers that when selected identifies;
information associated with the first selectable offer;
information associated with an up-sell offer associated with the first selectable offer; and
information associated with a down-sell offer of the first selectable offer. - View Dependent Claims (35, 36)
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Specification