SYSTEM AND METHOD FOR PROVIDING A CALL BACK OPTION FOR CALLERS TO A CALL CENTER

• US 20060256957A1
• Filed: 07/25/2006
• Published: 11/16/2006
• Est. Priority Date: 06/28/2001
• Status: Active Grant

• Current Assignee: Brian Fain, James C. Bedingfield
• Original Assignee: Brian Fain, James C. Bedingfield
• Inventors: Fain, Brian, Bedingfield, James C.
• Granted Patent: US 7,953,217 B2
• Time in Patent Office: Days
• US Class Current: 379/266.10
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements

Abstract

A system and method for providing a call back option to a customer of a call center. According to one embodiment, the system includes a telecommunications switch and an automatic call distributor in communication with the telecommunications switch via first and second communications links. The system also includes means for providing the customer with a call back option in response to a first call from the customer, wherein the first call is routed to the automatic call distributor by the telecommunications switch over the first communications link, and means for establishing a second call between the automatic call distributor and the customer over the second communications link when the customer accepts the call back option.

Claims

1-36. -36. (canceled)

37. A device for providing a call center call back option, comprising:

at least one communications port that receives calls directed to the call center; and

a processing device that is linked to the communications port and that provides a call back option for a first call that is received, where the call back option is to call back the call center during a specified time period and wherein the processing device establishes a second call during the specified time period based on an acceptance of the call back option provided to the first call by receiving the second call and provides the second call with preferential treatment when the second call is within the specified time period.

38. The device of claim 37, wherein the processing device determines a caller ID of the second call and allows the second call to bypass the at least one waiting queue if the caller ID matches a caller ID associated with the first call.

39. The device of claim 37, wherein the processing device determines whether the second call is received during the specified time and provides the second call with preferential treatment by allowing the second call to bypass at least one waiting queue if the second is received during the specified time.

40. The device of claim 37, wherein the processing device finds the specified time is by searching a database that tracks call volume for a time with low call volume.

41. The device of claim 37, wherein the processing device provides the call back option by providing a voice prompt.

42. The device of claim 37, wherein the processing device receives at least one of dual tone multi-frequency input or automatic speech recognition input to accept the call back option.

43. The device of claim 37, wherein the specified time is a time interval.

44. A device for providing a call center call back option, comprising:

at least one communications port that receives calls directed to the call center; and

a processing device that is linked to the communications port and that provides a call back option for a first call that is received, where the call back option is to be called back to reach the call center during a specified time period, the processing device determining the specified time period as a time when the call center has capacity to handle more calls than when the first call is received, and wherein the processing device establishes a second call during the specified time period based on an acceptance of the call back option provided to the first call by initiating the second call to a source of the first call.

45. The device of claim 44, wherein the processing device finds the specified time by searching a database that tracks call volume for a time with low call volume.

46. The device of claim 44, wherein the processing device provides the call back option by providing a voice prompt.

47. The device of claim 44, wherein the processing device receives at least one of dual tone multi-frequency input or automatic speech recognition input to accept the call back option.

48. The device of claim 44, wherein the specified time is a timer interval.

49. A computer readable medium having instructions encoded thereon for providing a call center call back option, wherein the instructions perform acts comprising:

receiving a first call directed to the call center;

providing a call back option for the first call that is received, where the call back option is to be called back to reach the call center during a specified time period; and

establishing a second call during the specified time period based on an acceptance of the call back option provided to the first call by initiating the second call to a source of the first call.

50. The method of claim 49, wherein the specified time is found by searching a database that tracks call volume for a time with low call volume.

51. The method of claim 49, wherein providing a call back option comprises providing a voice prompt.

53. The method of claim 49, further comprising receiving at least one of dual tone multi-frequency input or automatic speech recognition input to accept the call back option.

54. The method of claim 49, further comprising repeatedly placing the second call if the second call is not answered on a previous attempt.