DISTRIBUTED CALL CENTER SYSTEM AND METHOD FOR VOLUNTEER MOBILIZATION

• US 20070274506A1
• Filed: 06/04/2007
• Published: 11/29/2007
• Est. Priority Date: 08/20/2003
• Status: Abandoned Application

• Current Assignee: People Power of America LLC
• Original Assignee: People Power of America LLC
• Inventors: Schundler, Bret
• Application Number:
  US11/757,986
• Publication Number:
  US 20070274506A1
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 7/0036 where the data service is an information service

Abstract

A system and method to facilitate effective telephone calling campaigns that may be conducted by geographically dispersed individuals using inexpensive communications systems, such as the Internet and a basic telephone service. The system manages lists of pre-qualified prospects divided up among a group of volunteers, including providing the volunteers with prepared scripts via web-browsers, customized to both the volunteer and the prospect and designed to solicit further information and support from the prospects. The system also processes prospect responses and oversees appropriate follow-up actions such as sending pre-prepared e-mail or direct mail packages. The system also manages and serves information and links backgrounding campaign issues, strategies and tactics and providing volunteers with technical and motivational assistance. The system of this invention is also capable of monitoring volunteer productivity and effectiveness.

Claims

1. In a communications management method for a distributed call center, comprising providing a managing server;

providing a display device located geographically distant from said managing server;

providing a communications device, located in proximity to said display device;

providing an operator capable of operating said communications device;

sending a message template and prospect identification information related to a prospect from said managing server to said display device;

displaying, on said display device, said message template and said identification information;

initiating communication with said prospect, by said operator, using said identification information and said communications device;

creating a customized message using said message template and said prospect identification information;

conveying, by said operator, said customized message to said named prospect; and

recording a response of said prospect by said operator, and sending said recorded response to said managing server, an improvement comprising;

automatically preparing and sending a follow-up communication to said named prospect when said operator records the response of said named prospect.

2. The method of claim 1, wherein said customized message comprises multiple questions deliverable to said named prospect, and wherein a follow-up communication to said named prospect is automatically generated for each question answered by said named prospect.

3. The method of claim 1, wherein multiple operators are provided each capable of operating a separate communications device, wherein each operator is a volunteer, further comprising:

assigning at least one volunteer-type code to each volunteer based on a type of volunteer assignment to be performed by each volunteer;

identifying a volunteer assignment type associated with each type of volunteer assignment; and

establishing an assignment queue which automatically assigns assignments to by based on the volunteer assignment type.

4. In a distributed call center system, comprising a managing server;

a display device located geographically distant from said managing server;

a communications device, located in proximity to said display device, capable of being operated by an operator;

a first communications module capable of sending a message template and prospect identification information related to a prospect from said managing server to said display device;

a display module capable of displaying, on said display device, said message template and said identification information;

a customized message comprising said message template and said prospect identification information; and

a communication link between said operator and said prospect, capable of being initiated by said operator using said identification information and said communications device, whereby said customized message is conveyed to said named prospect by said operator, an improvement comprising;

means within said distributed call center system for automatically preparing and sending a follow-up communication to said named prospect when said operator records the response of said named prospect.

5. The system of claim 4, wherein said customized message comprises multiple questions deliverable to said named prospect, and further comprising means for automatically generating a follow-up communication to said named prospect for each question answered by said named prospect.

6. The system of claim 5, wherein multiple communications devices are provided, one for each of a plurality of operators, wherein each operator is a volunteer, further comprising:

means for assigning at least one volunteer-type code to each volunteer based on a type of volunteer assignment to be performed by each volunteer;

means for identifying a volunteer assignment type associated with each type of volunteer assignment; and

means for establishing an assignment queue which automatically assigns assignments to by based on the volunteer assignment type.

7. In a distributed call center apparatus, comprising a managing server;

a data-receiving device located geographically distant from said managing server;

first communications means for sending a message template and prospect identification information related to a prospect from said managing server to said data receiving device;

a display means, located in proximity to said data-receiving device, for displaying said message template and said identification information;

a communications means, located in proximity to said display device, capable of being operated by an operator;

a customized message comprising said message template and said prospect identification information; and

a communication means, capable of being initiated by said operator using said identification information and said communications device, for conveying, by said operator, said customized message to said named prospect, an improvement comprising;

means for automatically preparing and sending a follow-up communication to said named prospect when said operator records the response of said named prospect.

8. The apparatus of claim 7, wherein said customized message comprises multiple questions deliverable to said named prospect, and further comprising:

means for automatically generating a follow-up communication to said named prospect for each question answered by said named prospect.

9. The apparatus of claim 8, wherein multiple operators are provided each capable of operating a separate communications device, wherein each operator is a volunteer, further comprising:

means for assigning at least one volunteer-type code to each volunteer based on a type of volunteer assignment to be performed by each volunteer;

means for identifying a volunteer assignment type associated with each type of volunteer assignment; and

means for establishing an assignment queue which automatically assigns assignments to by based on the volunteer assignment type.