SYSTEM AND METHOD FOR PROVIDING INCOMING CALL DISTRIBUTION

• US 20070263810A1
• Filed: 04/24/2006
• Published: 11/15/2007
• Est. Priority Date: 04/24/2006
• Status: Active Grant

• Current Assignee: Language Line Services, Inc. (Teleperformance International)
• Original Assignee: Language Line Services, Inc. (Teleperformance International)
• Inventors: STERNS, THOMAS
• Granted Patent: US 7,593,523 B2
• Time in Patent Office: Days
• US Class Current: 379/142.70
• CPC Class Codes: H04M 15/06 Recording class or number of calling , i.e. A-party or called party , i.e. B-party
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A method and system of routing incoming call is disclosed. An incoming call is received at a call center of a language interpretation provider. The incoming call is made by a customer requesting language interpretation service. The customer can be for example a business entity or an individual. A level of skill required by the customer is determined. The level of skill required represents a minimum skill set that an interpreter of the language interpretation provider should possess in order to provide the language interpretation service requested by the customer. The language interpretation service is provided during the incoming call. The incoming call can be queued at a first queue that distributes incoming calls to a call center interpreter. The call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link. If a customer-defined event occurs, the incoming call is routed to a second queue that distributes incoming calls to a non-call center interpreter. The non-call center interpreter is not permanently connected to the call center of the language interpretation provider.

Claims

1. A method of routing an incoming call, comprising:

receiving an incoming call at a call center of a language interpretation provider, wherein the incoming call is made by a customer requesting language interpretation service;

determining a level of skill required by the customer, wherein the level of skill required represents a minimum skill set that an interpreter of the language interpretation provider should possess in order to provide the language interpretation service requested by the customer, wherein the language interpretation service is provided during the incoming call;

queuing the incoming call at a first queue that distributes incoming calls to a call center interpreter, wherein the call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link; and

if a customer-defined event occurs, routing the incoming call to a second queue that distributes incoming calls to a non-call center interpreter, wherein the non-call center interpreter is not permanently connected to the call center of the language interpretation provider.

2. The method of claim 1, wherein the customer-defined event is defined by establishing a business rule that requires that all incoming calls be answered by an interpreter speaking an identified language.

3. The method of claim 1, wherein the customer-defined event is defined by establishing a business rule that requires that all incoming calls be answered by an interpreter within a pre-specified amount of time.

4. The method of claim 1, wherein the customer-defined event is defined by establishing a business rule that requires that all incoming calls be answered by an interpreter versed in health care terms.

5. The method of claim 1, wherein the customer-defined event is defined by establishing a business rule that requires that all incoming calls be answered by an interpreter versed in finance terms.

6. The method of claim 1, wherein the customer-defined event is defined by establishing a business rule that is stored in a customer database.

7. The method of claim 1, wherein the level of skill required by the customer is determined by prompting the customer for input at a computer terminal.

8. The method of claim 1, wherein the level of skill required by the customer is determined by prompting the customer for voice input.

9. The method of claim 1, wherein the level of skill required by the customer is determined by querying a customer database.

10. The method of claim 1, wherein customer is a business entity.

11. The method of claim 1, wherein call center interpreters are either located in a physical building of the language interpretation provider, or in a remote location away from a physical building of the language interpretation provider.

12. The method of claim 1, wherein non-call center interpreters are either located in a physical building of the language interpretation provider, or in a remote location away from a physical building of the language interpretation provider.

13. The method of claim 1, wherein the customer connects to the language interpretation provider through an Internet connection, or through a public switched network.

14. The method of claim 1, wherein the non-call center interpreter receives the incoming call through a public switched network or an Internet connection.

15. The method of claim 1, wherein the call center interpreter receives the incoming call through a public switched network or an Internet connection.

16. The method of claim 1, wherein an incoming call is charged according to call center interpreters or to non-call center interpreters.

17. The method of claim 16, wherein non-call center interpreter rates are higher than call center interpreter rates.

18. The method of claim 16, wherein the request for language interpretation is received at a server communicably coupled with a computing device of the consumer, wherein the computing device communicates with the server through a computer network.

19. A system for routing an incoming call, comprising:

a private branch exchange that receives an incoming call at a call center of a language interpretation provider, wherein the incoming call is made by a customer requesting language interpretation service;

a skill determination module that determines a level of skill required by the customer, wherein the level of skill required represents a minimum skill set that an interpreter of the language interpretation provider should possess in order to provide the language interpretation service requested by the customer, wherein the language interpretation service is provided during the incoming call; and

a routing module that routes the incoming call to a first queue that distributes incoming calls to a call center interpreter, wherein the call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link, the routing module further routing the incoming call to a second queue that distributes incoming calls to a non-call center interpreter if a customer-defined event occurs, wherein the non-call center interpreter is not permanently connected to the call center of the language interpretation provider.

20. The system of claim 19, further comprising a non-call center skill-matching module that identifies the non-call center interpreter.

21. The system of claim 19, further comprising a call center skill-matching module that identifies the call center interpreter.

22. The system of claim 19, wherein the customer-defined event is defined by establishing a business rule that requires that all incoming calls be answered by an interpreter speaking an identified language.

23. The system of claim 19, wherein the customer-defined event is defined by establishing a business rule that requires that all incoming calls be answered by an interpreter within a pre-specified amount of time.

24. The system of claim 19, wherein the customer-defined event is defined by establishing a business rule that requires that all incoming calls be answered by an interpreter versed in health care terms.

25. The system of claim 19, wherein the customer-defined event is defined by establishing a business rule that requires that all incoming calls be answered by an interpreter versed in finance terms.

26. The system of claim 19, wherein the customer-defined event is defined by establishing a business rule that is stored in a customer database.

27. The system of claim 19, wherein the level of skill required by the customer is determined by prompting the customer for input at a computer terminal.

28. The system of claim 19, wherein the level of skill required by the customer is determined by prompting the customer for voice input.

29. The system of claim 19, wherein the level of skill required by the customer is determined by querying a customer database.

30. The system of claim 19, wherein customer is a business entity.

31. The system of claim 19, wherein call center interpreters are either located in a physical building of the language interpretation provider, or in a remote location away from a physical building of the language interpretation provider.

32. The system of claim 19, wherein non-call center interpreters are either located in a physical building of the language interpretation provider, or in a remote location away from a physical building of the language interpretation provider.

33. The system of claim 19, wherein the customer connects to the language interpretation provider through an Internet connection, or through a public switched network.

34. The system of claim 19, wherein the non-call center interpreter receives the incoming call through a public switched network or an Internet connection.

35. The system of claim 19, wherein the call center interpreter receives the incoming call through a public switched network or an Internet connection.

36. The system of claim 19, wherein an incoming call is charged according to call center interpreters or to non-call center interpreters.

37. The system of claim 37, wherein non-call center interpreter rates are higher than call center interpreter rates.

38. The system of claim 37, wherein the request for language interpretation is received at a server communicably coupled with a computing device of the consumer, wherein the computing device communicates with the server through a computer network.

39. A method of routing an incoming call, comprising:

receiving an incoming call at a call center of a service provider, wherein the incoming call is made by a customer requesting a service;

determining a level of skill required by the customer, wherein the level of skill required represents a minimum skill set that an representative of the service provider should possess in order to provide the service requested by the customer, wherein the service is provided during the incoming call;

queuing the call at a first queue that distributes incoming calls to a call center agent, wherein the call center agent is permanently connected to the call center of the service provider through a voice link; and

if a customer-defined event occurs, routing the incoming call to a second queue that distributes incoming calls to a non-call center agent, wherein the non-call center agent is not permanently connected to the call center of the service provider.

40. The method of claim 40, wherein the service provider is a language interpretation provider.

41. The method of claim 40, wherein the customer-defined event is defined by establishing a business rule that requires that all incoming calls be answered by an agent within a pre-specified amount of time.

42. The method of claim 40, wherein the customer-defined event is defined by establishing a business rule that requires that all incoming calls be answered by an agent having knowledge of a pre-specified subject matter.

43. The method of claim 40, wherein the customer-defined event is defined by establishing a business rule that is stored in a customer database.

44. The method of claim 40, wherein the level of skill required by the customer is determined by prompting the customer for input at a computer terminal.

45. The method of claim 40, wherein the level of skill required by the customer is determined by prompting the customer for voice input.

46. The method of claim 40, wherein the level of skill required by the customer is determined by querying a customer database.

47. The method of claim 40, wherein call center agents are either located in a physical building of the service provider, or in a remote location away from a physical building of the service provider.

48. The method of claim 40, wherein non-call center agents are either located in a physical building of the service provider, or in a remote location away from a physical building of the service provider.

49. The method of claim 40, wherein the customer connects to the service provider through an Internet connection, or through a public switched network.

50. The method of claim 40, wherein the non-call center agent receives the incoming call through a public switched network or an Internet connection.

51. The method of claim 40, wherein the call center agent receives the incoming call through a public switched network or an Internet connection.