Method for dynamically controlling call center volumes

• US 20060210035A1
• Filed: 03/10/2006
• Published: 09/21/2006
• Est. Priority Date: 03/18/2005
• Status: Abandoned Application

• Current Assignee: Pitney Bowes Incorporated (Böwe Systec AG)
• Original Assignee: Pitney Bowes Incorporated (Böwe Systec AG)
• Inventors: Miller, Kenneth G., Winkelman, John H., Rojas, John W., Norris, James R. Jr., Tsipenyuk, Alla
• Application Number:
  US11/373,562
• Publication Number:
  US 20060210035A1
• Time in Patent Office: Days
• US Class Current: 379/93.120
• CPC Class Codes: G06Q 10/04 Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" market predictions or forecasting for commercial activities G06Q30/0202
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 10/08 Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
• CPC Class Codes: G06Q 10/0833 Tracking
• CPC Class Codes: G06Q 20/102 Bill distribution or payments
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A computer method that is used to control call center volumes for a range of dates. The method involves utilizing previous mailing campaign and call center response data to determine when the mail arrives in the home and when a call center is contacted in response to information in the mail; predicting the call center volumes based initially on the previous campaign and call center response data and as the mailing campaign and call center responses progresses updating call center predictions based on current mailing campaign data; and determining in home mail volumes needed to control call center volumes.

Claims

1. A method utilizing a computer to control call center volumes for one or more mailing campaigns for a range of dates comprising the steps of:

determining recipient mail volumes needed to control call center volumes;

utilizing previous mailing campaign and call center response data to determine when the mail is received by a recipient and when a call center is contacted in response to information in the mail;

predicting the call center volumes based initially on the previous mailing campaign and call center response data and as the mailing campaign and call center responses progresses updating call center predictions based on current mailing campaign data and call center response data; and

using the updated predictions to control call center volumes.

2. The method claimed in claim 1, wherein a call center control algorithm is used to determine required recipient volumes.

3. The method claimed in claim 2, wherein the algorithm for determining recipient volumes is desired calls divided by response rate times sum of response delays.

4. The method claimed in claim 2, wherein the algorithm is used to level call center volumes using one or more mailing campaigns.

5. The method claimed in claim 4, wherein the algorithm for leveling calls determines adjusted mail piece volumes as the recipient volumes multiplied by (1 minus a constant multiplied by excess calls divided by desired calls).

6. The method claimed in claim 1, wherein the step of using the updated predictions further including the step of:

determining a carrier induction schedule for the mailing campaign.

7. The method claimed in claim 6, wherein the step of using the updated predictions further including the step of:

updating the carrier induction schedule based on changing response delay, response rate and the recipient volumes.

8. The method claimed in claim 1, wherein the mailing campaign data includes a day of a week in which the mail piece is delivered to the recipient.

9. The method claimed in claim 1, wherein the mailing campaign data includes a season in which the mail piece is delivered to the recipient.

10. The method claimed in claim 1, wherein the mailing campaign data includes a geographic region of the country in which the mail piece is delivered to the recipient.

11. The method claimed in claim 1, wherein the mailing campaign data includes the weather when the mail piece is delivered to the recipient.

12. The method claimed in claim 1, wherein the mailing campaign data includes a facility condition of all the mail facilities the mail piece traveled through before the mail piece is delivered to the recipient.

13. The method claimed in claim 1, wherein the mailing campaign information is used to predict when the recipient will make a call to the call center.

14. The method claimed in claim 1, wherein call volumes are determined by using a response rate algorithm.

15. The method claimed in claim 1, wherein a response delay algorithm is utilized to predict the call center volumes.

16. The method claimed in claim 1, further including the step of:

changing the call center volumes as one or more of the mailing campaigns and the call center response progresses.

17. The method claimed in claim 16, further including the step of:

adjusting the recipient mail volumes to control the call center volumes.

18. The method claimed in claim 17, wherein the adjusted recipient mail volumes are controlled by changing the induction date of the mail.

19. The method claimed in claim 17, wherein the adjusted recipient mail volumes are controlled by changing the facility in which the mail is inducted.

20. The method claimed in claim 17, wherein the adjusted recipient mail volumes are controlled by rearranging one or more mail shipments by combining the mail shipments.

21. The method claimed in claim 17, wherein the adjusted recipient mail volumes are controlled by rearranging one or more mail shipments by splitting the mail shipments.

22. A method utilizing a computer to control call center volumes for one or more mailing campaigns for a range of dates comprising the steps of:

evaluating a current mailing campaign based upon historical mailing campaign and call center response data to determine when the mail is received by a recipient and when a call center is contacted in response to information in the mail; and

controlling induction of mail in the current mailing campaign based upon desired and historical call center volumes.