METHOD FOR ENHANCING CALL CENTER PERFORMANCE
First Claim
Patent Images
1. A method for improving call center performance, comprising:
- a) for each call, collecting data comprising the date, call sequence, caller ID, associate, and associate'"'"'s supervisor, categorizing said data as to a first or last call, and for each caller ID periodically counting the number of total, first, and last calls;
b) preparing reports corresponding to said period summarizing, for each associate, the total and the combined first plus last calls as a percent of the total calls for said associates; and
c) presenting reports to supervisors and associates to be used for call coaching of associates to improve performance.
1 Assignment
0 Petitions
Accused Products
Abstract
A method for improving call center performance. The method includes the steps of, for each call, collecting data comprising: date, supervisor, associate, and a categorization as to single, last, or transfer; summarizing said data on a periodic basis by supervisor, associate, and percentage of single, last, transfer, and stream, wherein percentage of stream is the residual after subtracting said percentage of single, last, and transfer categories; and presenting said summarized data to supervisors to provide feedback on the effectiveness of said supervisor'"'"'s call coaching of associates. A system for enhancing call center performance is also provided.
-
Citations
25 Claims
-
1. A method for improving call center performance, comprising:
-
a) for each call, collecting data comprising the date, call sequence, caller ID, associate, and associate'"'"'s supervisor, categorizing said data as to a first or last call, and for each caller ID periodically counting the number of total, first, and last calls; b) preparing reports corresponding to said period summarizing, for each associate, the total and the combined first plus last calls as a percent of the total calls for said associates; and c) presenting reports to supervisors and associates to be used for call coaching of associates to improve performance. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
-
-
13. A method for enhancing call center performance comprising:
-
a) for each call, collecting data comprising the date, call sequence, caller ID, associate, and associate'"'"'s supervisor, categorizing said data as to a first or last call, and for each caller ID periodically counting the number of total, first, and last calls; b) preparing reports corresponding to said period summarizing, for each associate, the total and the combined first plus last calls as a percent of the total calls for said associates; and c) presenting reports to supervisory personnel.
-
-
14. A system for enhancing call center performance, comprising:
-
a) a customer service system that, for each call, collects call data comprising the date, call sequence, caller ID, associate, and associate'"'"'s supervisor and stores said information in a data warehouse; b) a data warehouse; c) a categorizing system for accessing said data warehouse and categorizing said data as to a first or last call, and for each caller ID, counting the number of total, first, and last calls; d) a report generating system for preparing reports summarizing, for each associate, the total and the combined first plus last calls as a percent of the total calls for said associates; and e) a system for displaying said reports. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25)
-
Specification