Method, system and program product for planning and managing a call center study
First Claim
1. A method for planning a call center study, comprising:
- receiving a set of customer segments, products and call types, and a population size for the call center study;
receiving a target confidence level, a target accuracy level and a target unusable call level for the call center study, and computing a target sample size for the call center study based on the target confidence level, the target accuracy level and the target unusable call level;
receiving assumed values for calls per hour, hours per day and days in a schedule, and computing required resources to perform the call center study based on the assumed values and the target sample size;
planning a schedule for the call center study based on the required resources and any associated constraints; and
receiving at least one actual sample size for call center study.
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Abstract
Under the present invention, a call center study is planned and managed. Specifically, a call center study is first designed based on specific parameters such as customer segments, products, call types and population size. Thereafter, target values and assumed resource values are provided so that a target sample size and a required resources value can be computed. The call center study can then be planned based on the target sample size and required resources. As the study is being performed, calls will be tracked and monitored so that actual sample sizes can be determined. These values will be used to compute actual accuracy levels for the study, which will be compared to a previously provided target accuracy level. Based on this comparison, it can be decided whether the study should be terminated or continued.
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Citations
24 Claims
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1. A method for planning a call center study, comprising:
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receiving a set of customer segments, products and call types, and a population size for the call center study;
receiving a target confidence level, a target accuracy level and a target unusable call level for the call center study, and computing a target sample size for the call center study based on the target confidence level, the target accuracy level and the target unusable call level;
receiving assumed values for calls per hour, hours per day and days in a schedule, and computing required resources to perform the call center study based on the assumed values and the target sample size;
planning a schedule for the call center study based on the required resources and any associated constraints; and
receiving at least one actual sample size for call center study. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer-implemented method for planning a call center study, comprising:
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inputting customer segments, associated products and call types for the call center study into a tool;
inputting a population size for the customer segments and the associated products for each of the call types into the tool;
inputting a target confidence level, a target accuracy level and a target unusable call level for the call center study into the tool, and computing target sample sizes for the customer segments and the associated products for each of the call types with the tool;
inputting assumed values for calls per hour, hours per day and days in a schedule into the tool, and computing required resources to perform the call center study based on the assumed values and the target sample sizes with the tool;
planning a schedule for the call center study based on the required resources and any associated constraints using the tool; and
monitoring actual calls and tracking actual sample sizes for the customer segments and associated products for each of the call types.
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11. A system for planning a call center study, comprising:
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a parameter system for receiving a population size for the call center study;
a target system for receiving a target confidence level, a target accuracy level and a target unusable call level for the call center study, and for computing a target sample size for the call center study;
a resource system for receiving assumed values for calls per hour, hours per day and days in a schedule, and for computing required resources to perform the call center study based on the assumed values and the target sample size;
a scheduling system for planning a schedule for the call center study based on the required resources and any associated constraints; and
a study management system for receiving at least one actual sample size for call center study. - View Dependent Claims (12, 13, 14, 15, 16)
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17. A program product stored on a recordable medium for planning a call center study, which when executed, comprises:
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program code for receiving a population size for the call center study;
program code for receiving a target confidence level, a target accuracy level and a target unusable call level for the call center study, and for computing a target sample size for the call center study;
program code for receiving assumed values for calls per hour, hours per day and days in a schedule, and for computing required resources to perform the call center study based on the assumed values and the target sample size;
program code for planning a schedule for the call center study based on the required resources and any associated constraints; and
program code for receiving at least one actual sample size for the call center study. - View Dependent Claims (18, 19, 20, 21, 22)
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23. A system for deploying an application for planning a call center study, comprising:
a computer infrastructure being operable to;
receive a population size for the call center study;
receive a target confidence level, a target accuracy level and a target unusable call level for the call center study, and compute a target sample size for the call center study;
receive assumed values for calls per hour, hours per day and days in a schedule, and compute required resources to perform the call center study based on the assumed values and the target sample size;
plan a schedule for the call center study based on the required resources and any associated constraints; and
receive at least one actual sample size for the call center study.
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24. Computer software embodied in a propagated signal for planning a call center study, the computer software comprising instructions to cause a computer system to perform the following functions:
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receive a population size for the call center study;
receive a target confidence level, a target accuracy level and a target unusable call level for the call center study, and compute a target sample size for the call center study;
receive assumed values for calls per hour, hours per day and days in a schedule, and compute required resources to perform the call center study based on the assumed values and the target sample size;
plan a schedule for the call center study based on the required resources and any associated constraints; and
receive at least one actual sample size for the call center study.
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Specification