Call center services system and method
First Claim
1. A method for providing automated call distribution services, the method comprising:
- receiving an incoming call;
identifying a caller making the call;
determining the likely reason for the call; and
selecting an agent skill group based on the likely reason for the call.
3 Assignments
0 Petitions
Accused Products
Abstract
A method and system for providing automated call center services, operating by identifying a caller, accessing the caller'"'"'s account information, determining the likely reason for the call, identifying an agent skill group based on the likely reason for the call, and providing an available agent with access to the caller'"'"'s account information, together with a script based on the likely reason for the call. Data and voice access to agents is combined with specialized methods and systems for determining agent optimization capabilities, thereby allowing multiple call centers located in geographically different areas to operate as a seamless virtual call center, having the capability to dynamically reorganize the structure of available agents, regardless of where located. Real time statistics allow determination of how many agents should be available and what skill sets those agents should have, thereby facilitating management decisions.
155 Citations
24 Claims
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1. A method for providing automated call distribution services, the method comprising:
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receiving an incoming call;
identifying a caller making the call;
determining the likely reason for the call; and
selecting an agent skill group based on the likely reason for the call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method for providing automated call distribution services, the method comprising:
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receiving an incoming call;
identifying the caller making the call;
accessing the caller account information based on the identification;
determining the likely reason for the call based on recent caller account activity;
selecting an appropriate agent skill group;
routing the call to an available agent of the selected skill group;
providing the available agent with access to the caller account information;
providing the available agent with a script based on the likely reason for the call; and
updating the caller'"'"'s account information based on interaction between the caller and the agent. - View Dependent Claims (14)
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15. A method for providing automated call distribution services, the method comprising:
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forecasting a number of expected inbound calls;
determining a number of agents to support the forecasted inbound calls;
creating schedules for the determined number of agents; and
tracking the performance of each agent. - View Dependent Claims (16)
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17. A method for optimizing automated call center distribution services, the method comprising:
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selecting a list of customers to be contacted;
identifying an appropriate agent skill set to contact the customers on the list;
identifying a number of agents with the skill set to contact the customers on the list;
forecasting a best time to initiate contact with a customer on the list; and
forecasting a best dial sequence for initiating contact with the customer on the list. - View Dependent Claims (18)
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19. A system for providing automated call distribution services, the system comprising:
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means for receiving an incoming call;
means for identifying a caller making the call;
means for determining the likely reason for the call; and
means for selecting an agent skill group based on the likely reason for the call.
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20. A system for providing automated call distribution services, the system comprising:
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means for forecasting a number of expected inbound calls;
means for determining a number of agents to support the forecasted inbound calls;
means for creating schedules for the required number of agents; and
means for tracking agents'"'"' actual performance.
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21. A system for optimizing automated call center distribution services, the system comprising:
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means for selecting a list of customers to be contacted;
means for identifying an appropriate agent skill set to contact the customers on the list;
means for identifying a number of agents with the skill set to contact the customers on the list;
means for forecasting a best time to initiate contact with a customer on the list; and
means for forecasting a best dial sequence for initiating contact with the customer on the list.
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22. A computer program product comprising a computer usable medium having control logic stored therein for causing a computer to provide automated call distribution services, the control logic comprising:
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first computer readable program code means for receiving an incoming call;
second computer readable program code means for identifying a caller making the call;
third computer readable program code means for determining the likely reason for the call; and
fourth computer readable program code means for selecting an agent skill group based on the likely reason for the call.
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23. A computer program product comprising a computer usable medium having control logic stored therein for causing a computer to provide automated call distribution services, the control logic comprising:
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first computer readable program code means for forecasting a number of expected inbound calls;
second computer readable program code means for determining a number of agents to support the forecasted inbound calls;
third computer readable program code means for creating schedules for the required number of agents; and
fourth computer readable program code means for tracking agents'"'"' actual performance.
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24. A computer program product comprising a computer usable medium having control logic stored therein for causing a computer to optimize automated call distribution services, the control logic comprising:
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first computer readable program code means for selecting a list of customers to be contacted;
second computer readable program code means for identifying an appropriate agent skill set to contact the customers on the list;
third computer readable program code means for identifying a number of agents with the skill set to contact the customers on the list;
fourth computer readable program code means for forecasting a best time to initiate contact with a customer on the list; and
fifth computer readable program code means for forecasting a best dial sequence for initiating contact with the customer on the list.
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Specification