Method for predicting call center volumes

• US 20060212326A1
• 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:
  US11/372,636
• Publication Number:
  US 20060212326A1
• Time in Patent Office: Days
• US Class Current: 705/7
• 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 predict when recipients of mail pieces will contact a call center in response to information contained in the mail pieces. The method involves, utilizing previous mailing campaign data to determine when the mail piece arrives in the home and when a call center is contacted in response to information in the mail piece; and predicting call volumes based initially on previous campaign data and as the mailing campaign progresses updating call center predictions based on current mailing campaign data.

Claims

1. A method utilizing a computer to predict call center volumes for a mailing campaign based on when recipients of mail pieces will contact a call center in response to information contained in the mail pieces comprising the steps of:

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

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

2. The method claimed in claim 1, wherein when volumes of mail arrive in the home is determined by using a mail prediction algorithm.

3. The method claimed in claim 2, wherein the mailing campaign data includes a day of a week in which the mail piece arrives in the home.

4. The method claimed in claim 2, wherein the mailing campaign data includes a season in which the mail piece arrives in the home.

5. The method claimed in claim 2, wherein the mailing campaign data includes a geographic region of the country in which the mail piece arrives in the home.

6. The method claimed in claim 2, wherein the mailing campaign data includes the weather when the mail piece arrives in the home.

7. The method claimed in claim 2, wherein the mailing campaign data includes a facility condition of the all the mail facilities the mail piece traveled through before the mail piece arrives in the home.

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

9. The method claimed in claim 8, wherein the call volume data includes a day of a week in which the mail piece arrives in the home.

10. The method claimed in claim 8, wherein the call volume data includes a season in which the mail piece arrives in the home.

11. The method claimed in claim 8, wherein the call volume data includes a geographic region of the country in which the mail piece arrives in the home.

12. The method claimed in claim 8, wherein the call volume data includes the weather when the mail piece arrives in the home.

13. The method claimed in claim 8, wherein the call volume data includes a facility condition of the all the mail facilities the mail piece traveled through before the mail piece arrives in the home.

14. The method claimed in claim 1, wherein a delay algorithm is utilized to produce call volumes.