POOLING CALLERS FOR A CALL CENTER ROUTING SYSTEM

• US 20090190745A1
• Filed: 12/09/2008
• Published: 07/30/2009
• Est. Priority Date: 01/28/2008
• Status: Abandoned Application

• Current Assignee: Afiniti Ltd
• Original Assignee: The Resource Group International Ltd
• Inventors: Spottiswoode, S. James P., Xie, Qiaobing
• Application Number:
  US12/331,210
• Publication Number:
  US 20090190745A1
• Time in Patent Office: Days
• US Class Current: 379/265.11
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes routing a caller from a pool of callers based on at least one caller data associated with the caller, where a pool of callers includes, e.g., a set of callers that are not chronologically ordered and routed based on a chronological order or hold time of the callers. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Claims

1. A method for routing callers to agents in a call-center routing environment, the method comprising the acts of:

routing a caller from a pool of callers based on at least one caller data associated with the caller

2. The method of claim 1, wherein the caller is routed to an agent, placed in another pool of callers, or placed in a queue of callers.

3. The method of claim 1, wherein callers of the pool of callers are not chronologically ordered.

4. The method of claim 1, wherein callers of the pool of callers are not chronologically routed.

5. The method of claim 1, wherein the caller data comprises demographic or psychographic data.

6. The method of claim 1, wherein routing the caller from the queue is further based on comparing the caller data with agent data associated with an agent.

7. The method of claim 6, wherein the caller data and agent data are compared via a pattern matching algorithm.

8. The method of claim 6, wherein comparing further comprises comparing the agent data to the caller data via a pattern matching algorithm and routing the best matching caller to an agent.

9. The method of claim 6, wherein comparing comprises comparing the agent data to the caller data via a computer model reflecting a predicted chance of a desired interaction.

10. The method of claim 9, further comprising routing the caller to the agent having the highest chance of the desired interaction.

11. The method of claim 1, further comprising routing the caller to the next available agent if a hold threshold for the caller is exceeded.

12. The method of claim 11, wherein the hold threshold comprises one or more of a time period, number of times the caller is skipped by other callers, or a multiple of a predicted hold time.

13. Apparatus for routing callers to agents in a call-center environment, the apparatus comprising logic for causing

routing a caller from a pool of callers based on at least one caller data associated with the caller

14. The apparatus of claim 13, wherein the caller is routed to an agent, placed in another pool of callers, or placed in a queue of callers.

15. The apparatus of claim 13, wherein callers of the pool of callers are not chronologically ordered.

16. The apparatus of claim 13, wherein callers of the pool of callers are not chronologically routed.

17. The apparatus of claim 13, wherein the caller data comprises demographic or psychographic data.

18. The apparatus of claim 13, wherein routing the caller from the queue is further based on comparing the caller data with agent data associated with an agent.

19. The apparatus of claim 18, wherein the caller data and agent data are compared via a pattern matching algorithm.

20. The apparatus of claim 18, wherein comparing further comprises comparing the agent data to the caller data via a pattern matching algorithm and routing the best matching caller to an agent.

21. The apparatus of claim 18, wherein comparing comprises comparing the agent data to the caller data via a computer model reflecting a predicted chance of a desired interaction.

22. The apparatus of claim 21, further comprising logic for routing the caller to the agent having the highest chance of the desired interaction.

23. The apparatus of claim 13, further comprising logic for routing the caller to the next available agent if a hold threshold for the caller is exceeded.

24. The apparatus of claim 23, wherein the hold threshold comprises one or more of a time period, number of times the caller is skipped by other callers, or a multiple of a predicted hold time.

25. Computer readable storage medium comprising computer readable instructions for carrying out a method comprising the acts of:

routing a caller from a pool of callers based on at least one caller data associated with the caller

26. The computer readable storage medium of claim 25, wherein the caller is routed to an agent, placed in another pool of callers, or placed in a queue of callers.

27. The computer readable storage medium of claim 25, wherein callers of the pool of callers are not chronologically ordered.

28. The computer readable storage medium of claim 25, wherein callers of the pool of callers are not chronologically routed.

29. The computer readable storage medium of claim 25, wherein the caller data comprises demographic or psychographic data.

30. The computer readable storage medium of claim 25, wherein routing the caller from the queue is further based on comparing the caller data with agent data associated with an agent.

31. The computer readable storage medium of claim 30, wherein the caller data and agent data are compared via a pattern matching algorithm.

32. The computer readable storage medium of claim 30, wherein comparing further comprises comparing the agent data to the caller data via a pattern matching algorithm and routing the best matching caller to an agent.

33. The computer readable storage medium of claim 30, wherein comparing comprises comparing the agent data to the caller data via a computer model reflecting a predicted chance of a desired interaction.

34. The computer readable storage medium of claim 33, further comprising instructions for routing the caller to the agent having the highest chance of the desired interaction.

35. The computer readable storage medium of claim 25, further comprising instruction for routing the caller to the next available agent if a hold threshold for the caller is exceeded.

36. The computer readable storage medium of claim 35, wherein the hold threshold comprises one or more of a time period, number of times the caller is skipped by other callers, or a multiple of a predicted hold time.