METHOD AND SYSTEM FOR CONTRACT BASED CALL CENTER AND/OR CONTACT CENTER MANAGEMENT

• US 20080162246A1
• Filed: 01/03/2007
• Published: 07/03/2008
• Est. Priority Date: 01/03/2007
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Chen-Ritzo, Ching-Hua, Wynter, Laura, Connors, Daniel
• Application Number:
  US11/619,564
• Publication Number:
  US 20080162246A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A method (and system) for allocating contacts to a vendor including determining an allocation of contacts to a vendor based upon one of a client to service provider payment structure, a service provider to vendor payment structure, and a client contact handling demand.

Claims

1. A method for allocating contacts to a vendor, comprising determining an allocation of contacts to said vendor based upon one of a client-to-service provider payment structure, a service provider-to-vendor payment structure, and a client contact handling demand.

2. The method of claim 1, further comprising:

receiving the client-to-service provider payment structure;

receiving the service provider-to-vendor payment structure; and

receiving the client contact handling demand.

3. The method of claim 1, wherein the determining of an allocation of contacts to a vendor comprises determining an allocation of contacts from a client among a plurality of vendors.

4. The method of claim 1, wherein the service provider-to-vendor payment structure comprises a plurality of payment structures to a plurality of vendors, and wherein the client-to-service provider payment structure comprises a plurality of payment structures from a plurality of clients to said service provider.

5. The method of claim 1, wherein one of the client-to-service provider payment structure and the service provider-to-vendor payment structure comprises a non-linear structure.

6. The method of claim 1, wherein said determining an allocation of contacts optimizes an objective function provided by a user.

7. The method of claim 6, wherein optimizing said objective function comprises one of minimizing a cost to said client, maximizing a profit to said service provider, maximizing revenue to said service provider, minimizing cost to said service provider, maximizing revenue to said vendor, and minimizing variability in staff utilization levels at said vendor.

8. The method of claim 1, further comprising determining an allocation of resources by said vendor based upon said determined allocation of contacts, wherein said allocation of resources comprises one of a staffing level adjustment, a hiring, a firing, and a training action.

9. The method of claim 1, further comprising receiving a description of the resources available at said vendor for handling contacts, wherein said determining of the allocation of contacts is based upon said description of the resources available at said vendor for handling contacts.

19. A program embodied in a computer readable medium executable by a digital processing system for allocating contacts to a vendor, said program comprising instructions for executing the method of claim 1.

10. A system for allocating contacts to a vendor, comprising a contact allocation determiner that determines an allocation of contacts to said vendor based upon one of a client-to-service provider payment structure, a service provider to vendor payment structure, and a client contact handling demand.

11. The system of claim 10, further comprising:

a client payment structure storage in communication with said contact allocation determiner;

a vendor payment structure storage in communication with said contact allocation determiner; and

a contact handling demand storage in communication with said contact allocation determiner.

12. The system of claim 10, wherein said contact allocation determiner determines an allocation of contacts among a plurality of vendors.

13. The system of claim 10, wherein one of the client-to-service provider payment structure and the service provider-to-vendor payment structure comprises a non-linear structure.

14. The system of claim 10, wherein said contact allocation determiner optimizes an objective function provided by a user.

15. The system of claim 14, wherein optimizing said objective function comprises one of minimizing a cost to said client, maximizing a profit to said service provider, maximizing revenue to said service provider, minimizing cost to said service provider, maximizing revenue to said vendor, and minimizing variability in staff utilization levels at said vendor.

16. The system of claim 10, wherein said contact allocation determiner further determines the allocation of resources by said vendor based upon said determined allocation of contacts.

17. The system of claim 10, wherein said contact allocation determiner further determines the allocation of contacts based upon a description of the resources available at said vendor for handling contacts.

18. The system of claim 10, wherein said client contact handling demand comprises one of an expected volume of contacts, a required level of skill, a line of business, a required level of quality, a desired average handling time, a desired first call resolution, and a desired customer satisfaction level.

20. A system for allocating contacts to a vendor comprising means for determining an allocation of contacts to said vendor based upon one of a client-to-service provider payment structure, a service provider-to-vendor payment structure, and a client contact handling demand.