Interactive Application Call Center Method and System

• US 20080144800A1
• Filed: 12/13/2006
• Published: 06/19/2008
• Est. Priority Date: 12/13/2006
• Status: Abandoned Application

• Current Assignee: Medical Service Bureau Incorporated
• Original Assignee: Medical Service Bureau Incorporated
• Inventors: Donnelly, Robert
• Application Number:
  US11/610,334
• Publication Number:
  US 20080144800A1
• Time in Patent Office: Days
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/5125 with remote located operators

Abstract

Provided is a computer system and method for operating a server computer to provide an interactive application to enable a plurality of client-specific protocols for a remote call center, the remote call center configured to receive a plurality of calls for a plurality of clients. One method includes linearly administering a plurality of states defined in a process map of client-specific protocols for a plurality of call types expected to be received for each client; displaying the process map at the remote call center via a graphical user interface; and enabling a client to remotely alter the process map over an internet connection in near real-time.

Claims

1. A method for an interactive application for a call center, the method comprising:

identifying a client associated with an incoming call at the call center;

responding to the incoming call by initiating a client-specific protocol associated with the client via the interactive application, the interactive application providing two or more client-specific protocols associated with two or more clients; and

enabling a user over remote connection to dynamically update the protocol via a link to the interactive application.

2. The method of claim 1 wherein the identifying a client associated with an incoming call at the call center includes:

processing the incoming call according to client-determined specifications including requiring the call center to answer all calls for the client, and/or receiving the incoming call after routing from the client, and/or receiving predetermined types of incoming calls to be intercepted by the interactive application.

3. The method of claim 1 wherein the identifying a client associated with an incoming call at the call center includes:

matching the incoming call to an identifier in a data store, the identifier matching a dialed number for the incoming call to the requested client.

4. The method of claim 1 wherein the identifying a client associated with an incoming call at the call center includes:

routing the incoming call at the call center to a terminal assigned to the requested client, the terminal executing the protocol associated with the requested client.

5. The method of claim 1 wherein the responding to the incoming call by initiating a client-specific protocol associated with the client via the interactive application, the interactive application providing two or more client-specific protocols associated with two or more clients includes:

executing the interactive application including the client-specific protocol wherein each client-specific protocol is based on a mapping of one or more client-specific office procedures.

6. The method of claim 1 wherein the responding to the incoming call by initiating a client-specific protocol associated with the client via the interactive application, the interactive application providing two or more client-specific protocols associated with two or more clients includes:

providing the interactive application over an internet connection, the interactive application responsive to staff at the call center by allowing the call center to provide information, collect information, triage the incoming call, set appointments, and/or screen the incoming call.

7. The method of claim 1 wherein the responding to the incoming call by initiating a client-specific protocol associated with the client via the interactive application, the interactive application providing two or more client-specific protocols associated with two or more clients includes:

recording the incoming call and/or interactions over the interactive application to enable client access to the incoming call and the interactions concerning the incoming call over an internet connection.

8. The method of claim 1 wherein the enabling a user over remote connection to dynamically update the protocol via a link to the interactive application includes:

providing a client accessible database over the remote connection, the client accessible database providing a forum for transferring protocol data to and from the call center.

9. The method of claim 8 wherein the protocol data includes, directions for incoming calls from one or more types of callers, status data concerning the client, call transfer rules, appointment status of one or more identified callers, and progressively altering status of the one or more identified callers.

10. The method of claim 1 wherein the enabling a user over remote connection to dynamically update the protocol via a link to the interactive application includes:

providing a client portal over an internet connection to the two or more clients to enable the user over the remote connection to dynamically update the protocol.

11. The method of claim 10 wherein the providing a client portal over an internet connection to the two or more clients to enable the user over the remote connection to dynamically update the protocol includes

providing the client portal access to the incoming call in real time to enable the requested client to listen to the incoming call, and/or view call handling performance statistics, and/or research one or more call transactions, and/or alter the protocol, and/or alter caller data and/or alter caller permissions.

12. The method of claim 10 wherein the providing a client portal over an internet connection to the two or more clients to enable the user over the remote connection to dynamically update the protocol includes:

enabling staff at the call center to pose a questionnaire to the client over the remote connection during and/or immediately following an encounter with a caller that fails to be answered by the client-specific protocol.

13. The method of claim 10 wherein the providing a client portal over an internet connection to the two or more clients to enable the user over the remote connection to dynamically update the protocol includes

enabling the user over the remote connection to alter the client-specific protocol according to information concerning a potential caller.

14. A method for operating a server computer to provide an interactive application to enable a plurality of client-specific protocols for a remote call center, the remote call center configured to receive a plurality of calls for a plurality of clients, the method comprising:

linearly administering a plurality of states defined in a process map of client-specific protocols for a plurality of call types expected to be received for each client;

displaying the process map at the remote call center via a graphical user interface;

enabling a client to remotely alter the process map over an internet connection in near real-time; and

enabling staff at the remote call center to respond to a unique call type beyond the scope of the process map by providing a data information request to the client over the internet connection.

15. The method of claim 14 wherein the displaying the process map at the remote call center via a graphical user interface includes:

providing the graphical user interface with a centrally visible panel for displaying a script for the staff at the remote call center to read and centrally-located process map predicted options to expect from a caller.

16. The method of claim 14 further comprising:

providing the process map as a health care-oriented process, the health care-oriented process including providing staff at the remote call center with protocols enabling collection of health care triage data for near real-time dissemination to the client.

17. The method of claim 14 wherein the displaying the process map at the remote call center via a graphical user interface includes:

providing the graphical user interface with peripherally visible client-specific information sources.

18. The method of claim 14 wherein the enabling a client to remotely alter the process map over an internet connection in near real-time includes:

displaying the process map via the internet connection as a database interface to enable the client to add, delete, and/or edit the client-specific protocols.

19. The method of claim 18 wherein the database interface enables the client to enter one or more records specific to a caller, a caller type, and/or an individual requested by a caller.

20. The method of claim 14 wherein the enabling staff at the remote call center to respond to a unique call type beyond the scope of the process map by providing a data information request to the client over the internet connection includes:

displaying an option to the staff responsive to an input identifying the unique call type as beyond the scope of the process map.

21. The method of claim 14 wherein the enabling staff at the remote call center to respond to a unique call type beyond the scope of the process map by providing a data information request to the client over the internet connection includes:

enabling the remote call center to respond to an instruction received over the internet connection from the client by incorporating instructions received by the client into an interaction with a caller.

22. A computer system comprising:

a processor;

a memory coupled to the processor;

a interactive application module coupled to the memory, the interactive application module configured to respond to an incoming call received at a call center and linearly administer a plurality of states in a process map associated with a client requested by the incoming call, the client designated by a caller identification, the interactive application module responsive to inputs to dynamically alter one or more of the plurality of states in the process map by a user over an internet connection.

23. The computer system of claim 22 wherein the processor is configured to process the incoming call according to client-determined specifications including requiring the call center to answer all calls for the client, and/or receiving the incoming call after routing from the client, and/or receiving predetermined types of incoming calls to be intercepted by the interactive application.

24. The computer system of claim 22 wherein the processor is configured to retrieve identification data from the memory to match the caller identification of the client via a database configured to match the caller identification to an identifier, the identifier matching the caller identification of the incoming call to the requested client and associated process map.

25. The computer system of claim 22 wherein the processor is configured to route the incoming call at the call center to a terminal assigned to the requested client, the terminal executing the process map associated with the requested client.

26. The computer system of claim 22 wherein the interactive application module includes a process map module configured to initiate a client-specific protocol determined by an identification of the client requested by the incoming call, the client-specific protocol configured according to one or more client-specific office procedures.

27. The computer system of claim 22 wherein the interactive application module is configured to instantiate a question and answer format to enable staff at the call center interact with the incoming call to collect information, triage the incoming call, set one or more appointments, and/or screen the incoming call.

28. The computer system of claim 22 wherein the interactive application module is configured to record one or more call transactions associated with the client to enable client access to the one or more call transactions over an internet connection.

29. A computer program product comprising a computer readable medium configured to perform one or more acts for interactive application module configured to respond to an incoming call received at a call center by linearly administering a plurality of states in a process map associated with a client requested by the incoming call, the one or more acts comprising:

one or more instructions for identifying a client associated with an incoming call at the call center;

one or more instructions for responding to the incoming call by initiating a client-specific protocol associated with the client via the interactive application, the interactive application providing two or more client-specific protocols associated with two or more clients; and

one or more instructions for enabling a user over remote connection to dynamically update the protocol via a link to the interactive application.

30. The computer program product of claim 29 wherein one or more instructions for identifying a client associated with an incoming call at the call center includes:

one or more instructions for processing the incoming call according to client-determined specifications including requiring the call center to answer all calls for the client, and/or receiving the incoming call after routing from the client, and/or receiving predetermined types of incoming calls to be intercepted by the interactive application.

31. The computer program product of claim 29 wherein one or more instructions for identifying a client associated with an incoming call at the call center includes:

one or more instructions for matching the incoming call to an identifier in a data store, the identifier matching a dialed number for the incoming call to the requested client.

32. The computer program product of claim 29 wherein one or more instructions for identifying a client associated with an incoming call at the call center includes:

one or more instructions for routing the incoming call at the call center to a terminal assigned to the requested client, the terminal executing the protocol associated with the requested client.

33. The computer program product of claim 29 wherein one or more instructions for responding to the incoming call by initiating a client-specific protocol associated with the client via the interactive application, the interactive application providing two or more client-specific protocols associated with two or more clients includes:

one or more instructions for executing the interactive application including the client-specific protocol wherein each client-specific protocol is based on a mapping of one or more client-specific office procedures.

34. The computer program product of claim 29 wherein one or more instructions for responding to the incoming call by initiating a client-specific protocol associated with the client via the interactive application, the interactive application providing two or more client-specific protocols associated with two or more clients includes:

one or more instructions for providing the interactive application over an internet connection, the interactive application responsive to staff at the call center by allowing the call center to provide information, collect information, triage the incoming call, set appointments, and/or screen the incoming call.

35. The computer program product of claim 29 wherein one or more instructions for responding to the incoming call by initiating a client-specific protocol associated with the client via the interactive application, the interactive application providing two or more client-specific protocols associated with two or more clients includes:

one or more instructions for recording the incoming call and/or interactions over the interactive application to enable client access to the incoming call and the interactions concerning the incoming call over an internet connection.

36. The computer program product of claim 29 wherein one or more instructions for enabling a user over remote connection to dynamically update the protocol via a link to the interactive application includes:

one or more instructions for providing a client accessible database over the remote connection, the client accessible database providing a forum for transferring protocol data to and from the call center.

37. The computer program product of claim 36 wherein the protocol data includes directions for incoming calls from one or more types of callers, status data concerning the client, call transfer rules, appointment status of one or more identified callers, and progressively altering status of the one or more identified callers.

38. The computer program product of claim 29 wherein one or more instructions for enabling a user over remote connection to dynamically update the protocol via a link to the interactive application includes:

one or more instructions for providing a client portal over an internet connection to the two or more clients to enable the user over the remote connection to dynamically update the protocol.

39. The computer program product of claim 38 wherein one or more instructions for providing a client portal over an internet connection to the two or more clients to enable the user over the remote connection to dynamically update the protocol includes:

one or more instructions for providing the client portal access to the incoming call in real time to enable the requested client to listen to the incoming call, and/or view call handling performance statistics, and/or research one or more call transactions, and/or alter the protocol, and/or alter caller data and/or alter caller permissions.

40. The computer program product of claim 38 wherein one or more instructions for providing a client portal over an internet connection to the two or more clients to enable the user over the remote connection to dynamically update the protocol includes:

one or more instructions for enabling staff at the call center to pose a questionnaire to the client over the remote connection during and/or immediately following an encounter with a caller that fails to be answered by the client-specific protocol.

41. The computer program product of claim 38 wherein one or more instructions for providing a client portal over an internet connection to the two or more clients to enable the user over the remote connection to dynamically update the protocol includes:

one or more instructions for enabling the user over the remote connection to alter the client-specific protocol according to information concerning a potential caller.