Method and system for receiving call center feedback

• US 20070160054A1
• Filed: 01/11/2006
• Published: 07/12/2007
• Est. Priority Date: 01/11/2006
• Status: Abandoned Application

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Patel, Labhesh, Shaffer, Shmuel, Khouri, Joseph, Caballero-McCann, Denise
• Application Number:
  US11/330,727
• Publication Number:
  US 20070160054A1
• Time in Patent Office: Days
• US Class Current: 370/395.200
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements

Abstract

A method for receiving feedback at a call center includes receiving a call from a caller for connection with one of a plurality of agents and distributing the call to a first agent of the plurality of agents. The method includes initiating a first communication session with the caller and the first agent to handle the call. The method also includes initiating a second communication session with the caller. The second communication session comprises a feedback session parallel to the first communication session. The method also includes receiving from the caller feedback relating to the first communication session between the caller and the first agent.

Claims

1. A method for receiving call center feedback, comprising:

receiving a call from a caller for connection with one of a plurality of agents;

distributing the call to a first agent of the plurality of agents;

initiating a first communication session with the caller and the first agent to handle the call;

initiating a second communication session with the caller, the second communication session comprising a feedback session parallel to the first communication session; and

receiving from the caller feedback relating to the first communication session between the caller and the first agent.

2. The method of claim 1, further comprising prompting the caller in the first communication session for the feedback.

3. The method of claim 1, further comprising:

detecting that an endpoint of the caller is multi-media enabled;

determining a set of multi-media capabilities of the endpoint; and

initiating the first communication session and the second communication session using multimedia connections compatible with the set of multi-media capabilities of the endpoint.

4. The method of claim 1,

wherein initiating a first communication session with the caller and the first agent to handle the call comprises initiating the first communication session at a first endpoint associated with the caller;

and

wherein initiating a second communication session with the caller comprises initiating the second communication session at a second endpoint associated with the caller.

5. The method of claim 1, wherein the feedback session comprises a web session.

6. The method of claim 1, wherein the feedback session comprises an instant messaging session.

7. The method of claim 1,

wherein the feedback session comprises a voice whisper session;

and

further comprising;

whispering prompts to the caller; and

receiving from the caller via DTMF commands feedback communication in response to the prompts.

8. The method of claim 1, further comprising determining that the received feedback falls below a predetermined satisfaction threshold.

9. The method of claim 8, further comprising, in response to the determining that the received feedback falls below a predetermined satisfaction threshold, notifying a supervisor that the received feedback falls below the predetermined satisfaction threshold.

10. The method of claim 8, further comprising, in response to the determining that the received feedback falls below a predetermined satisfaction threshold, initiating a communication session with a supervisor to monitor the call.

11. The method of claim 8, further comprising, in response to the determining that the received feedback falls below a predetermined satisfaction threshold, transferring the call from the first agent to a supervisor.

12. The method of claim 8, further comprising, in response to the determining that the received feedback falls below a predetermined satisfaction threshold, recording the first session for evaluation.

13. The method of claim 1, wherein the distributing the call to a first agent of the plurality of agents comprises:

selecting a second agent from the plurality of agents;

determining that the caller and the second agent communicated during a previous communication session with a feedback record;

determining that the feedback record of the previous communication session fell below a predetermined satisfaction threshold;

selecting the first agent from the plurality of agents; and

distributing the call to the first agent of the plurality of agents.

14. The method of claim 1, further comprising, sending the feedback relating to the first communication session to the first agent.

15. The method of claim 1, wherein the distributing the call to a first agent of the plurality of agents comprises:

calculating a plurality of scores, a score corresponding to each agent of the plurality of agents;

selecting the first agent from the plurality of agents, the first agent having a highest score of the plurality of scores; and

distributing the call to the first agent of the plurality of agents.

16. A system for receiving call center feedback, comprising:

an interface operable to receive a call from a caller for connection with one of a plurality of agents;

a processor operable to;

distribute the call to a first agent of the plurality of agents;

initiate a first communication session with the caller and a first agent to handle the call; and

initiate a second communication session with the caller, the second communication session comprising a feedback session parallel to the first communication session; and

the interface further operable to receive from the caller feedback relating to the first communication session between the caller and the first agent.

17. The system of claim 16, wherein the processor is further operable to prompt the caller in the first communication session for the feedback.

18. The system of claim 16, wherein the processor is further operable to:

detect that an endpoint of the caller is multi-media enabled;

determine a set of multi-media capabilities of the endpoint; and

initiate the first communication session and the second communication session using multimedia connections compatible with the set of multi-media capabilities of the endpoint.

19. The system of claim 16, wherein:

a processor operable to initiate a first communication session comprises a processor operable to initiate the first communication session at a first endpoint associated with the caller; and

a processor operable to initiate a second communication session comprises a processor operable to initiate the second communication session at a second endpoint associated with the caller.

20. The system of claim 16, wherein the feedback session comprises a web session.

21. The system of claim 16, wherein the feedback session comprises an instant messaging session.

22. The system of claim 16, wherein:

the feedback session comprises a voice whisper session; and

the interface is further operable to;

whisper prompts to the caller; and

receive from the caller via DTMF commands feedback communication in response to the prompts.

23. The system of claim 16, wherein the processor is further operable to determine that the received feedback falls below a predetermined satisfaction threshold.

24. The system of claim 23, wherein the processor is further operable to, in response to the determining that the received feedback falls below a predetermined satisfaction threshold, notify a supervisor that the received feedback falls below the predetermined satisfaction threshold.

25. The system of claim 23, wherein the processor is further operable to, in response to the determining that the received feedback falls below a predetermined satisfaction threshold, initiate a communication session with a supervisor to monitor the call.

26. The system of claim 23, wherein the processor is further operable to, in response to the determining that the received feedback falls below a predetermined satisfaction threshold, transfer the call from the first agent to a supervisor.

27. The system of claim 23, wherein the processor is further operable to, in response to the determining that the received feedback falls below a predetermined satisfaction threshold, record the first session for evaluation.

28. The system of claim 16, wherein:

a processor operable to distribute the call to a first agent of the plurality of agents comprises a processor operable to;

select a second agent from the plurality of agents;

determine that the caller and the second agent communicated during a previous communication session with a feedback record;

determine that the feedback record of the previous communication session fell below a predetermined satisfaction threshold;

select the first agent from the plurality of agents; and

distribute the call to the first agent of the plurality of agents.

29. The system of claim 16, wherein the interface is further operable to send the feedback relating to the first communication session to the first agent.

30. The system of claim 16, wherein a processor operable to distribute the call to a first agent of the plurality of agents comprises a processor operable to:

calculate a plurality of scores, a score corresponding to each agent of the plurality of agents;

select the first agent from the plurality of agents, the first agent having a highest score of the plurality of scores; and

distribute the call to the first agent of the plurality of agents.

31. Logic embodied in a computer readable medium, the computer readable medium comprising code operable to:

receive a call from a caller for connection with one of a plurality of agents;

distribute the call to a first agent of the plurality of agents;

initiate a first communication session with the caller and the first agent to handle the call;

initiate a second communication session with the caller, the second communication session comprising a feedback session parallel to the first communication session; and

receive from the caller feedback relating to the first communication session between the caller and the first agent.

32. The medium of claim 31, wherein the code is further operable to prompt the caller in the first communication session for the feedback.

33. The medium of claim 31, wherein the code is further operable to:

detect that an endpoint of the caller is multi-media enabled;

determine a set of multi-media capabilities of the endpoint; and

initiate the first communication session and the second communication session using multimedia connections compatible with the set of multi-media capabilities of the endpoint.

34. The medium of claim 31, wherein:

code operable to initiate a first communication session comprises code operable to initiate the first communication session at a first endpoint associated with the caller; and

code operable to initiate a second communication session comprises code operable to initiate the second communication session at a second endpoint associated with the caller.

35. The medium of claim 31, wherein the code is further operable to determine that the received feedback falls below a predetermined satisfaction threshold.

36. The medium of claim 31, wherein the code is further operable to, in response to determining that the received feedback falls below a predetermined satisfaction threshold, notify a supervisor that the received feedback falls below the predetermined satisfaction threshold.

37. A system of receiving call center feedback, comprising:

means for receiving a call from a caller for connection with one of a plurality of agents;

means for distributing the call to a first agent of the plurality of agents;

means for initiating a first communication session with the caller and the first agent to handle the call;

means for initiating a second communication session with the caller, the second communication session comprising a feedback session parallel to the first communication session; and

means for receiving from the caller feedback relating to the first communication session between the caller and the first agent.

38. A method for receiving call center feedback, comprising:

receiving a call from a caller for connection with one of a plurality of agents;

detecting that an endpoint of the caller is multi-media enabled;

determining a set of multi-media capabilities of the endpoint;

distributing the call to a first agent of the plurality of agents;

initiating a first communication session with the caller and the first agent to handle the call, the first communication session initiated using multimedia connections compatible with the set of multi-media capabilities of the endpoint;

initiating a second communication session with the caller, the second communication session comprising a feedback session parallel to the first communication session, the second communication session initiated using multimedia connections compatible with the set of multi-media capabilities of the endpoint;

prompting the caller in the first communication session for feedback;

receiving from the caller feedback relating to the first communication session between the caller and the first agent; and

determining that the received feedback falls below a predetermined satisfaction threshold.