SYSTEM TO ESTIMATE BEST TIME TO CONTACT A CONTACT CENTER

• US 20100091971A1
• Filed: 10/15/2008
• Published: 04/15/2010
• Est. Priority Date: 10/15/2008
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Famous, Tod
• Granted Patent: US 8,345,852 B2
• Time in Patent Office: Days
• US Class Current: 379/210.01
• CPC Class Codes: H04M 3/5231 with call back arrangements

Abstract

In one embodiment, a method includes obtaining a call from a caller, and determining whether to offer a first callback time to the caller. The first callback time is a future time for a contact between the caller and the call center. The method also includes providing the first callback time to the caller, obtaining a response from the caller, and scheduling the contact at the first callback time if the response indicates that the caller desires a contact at the first callback time. Providing the first callback time to the caller includes soliciting the response from the caller which indicates whether the caller desires the contact at the first callback time.

Claims

1. A method comprising:

obtaining a call from a caller;

determining whether to offer a first callback time to the caller, the first callback time being a future time for a contact between the caller and a call center;

providing the first callback time to the caller, wherein providing the first callback time to the caller includes soliciting a response from the caller which indicates whether the caller desires the contact at the first callback time;

obtaining the response from the caller; and

scheduling the contact at the first callback time if the response indicates that the caller desires a contact at the first callback time.

2. The method of claim 1 wherein the contact is a callback initiated by the call center.

3. The method of claim 1 wherein determining whether to offer the first callback time to the caller includes determining if the call is expected to be serviced by the call center within a particular period of time.

4. The method of claim 3 further including:

identifying the first callback time if it is determined that the call is not expected to be serviced by the call center within the particular period of time, wherein the future time is a time at which the call center is predicted to be able to service the call center.

5. The method of claim 4 wherein identifying the first callback time includes identifying a first time period and identifying a first time during the first time period at which a ratio of a number of agents to an expected call volume handled by the call center is relatively high, the agents being associated with the call center.

6. The method of claim 5 wherein the ratio of the number of agents to the expected call volume is highest at approximately the first time and the first callback time corresponds to the first time.

7. The method of claim 4 wherein if the response indicates that the caller does not desire the contact at the first callback time, the method further includes:

identifying a second callback time;

providing the second callback time to the caller, wherein providing the second callback time to the caller includes soliciting a response from the caller which indicates whether the caller desires a contact at the second callback time;

obtaining the response from the caller; and

scheduling the contact at the second callback time if the response indicates that the caller desires a contact at the second callback time.

8. The method of claim 7 wherein a ratio of a number of agents to an expected call volume handled by the call center is higher at the first callback time than at the second callback time, the agents being associated with the call center.

9. An apparatus comprising:

means for obtaining a call from a caller;

means for determining whether to offer a first callback time to the caller, the first callback time being a future time for a contact between the caller and a call center;

means for providing the first callback time to the caller, wherein the means for providing the first callback time to the caller include means for soliciting a response from the caller which indicates whether the caller desires the contact at the first callback time;

means for obtaining the response from the caller; and

means for scheduling the contact at the first callback time if the response indicates that the caller desires a contact at the first callback time.

10. The apparatus of claim 9 wherein the contact is a callback initiated by the call center.

11. The apparatus of claim 10 wherein the means for determining whether to offer the first callback time to the caller include means for determining if the call is expected to be serviced by the call center within a particular period of time.

12. The apparatus of claim 11 further including:

means for identifying the first callback time if it is determined that the call is not expected to be serviced by the call center within the particular period of time, wherein the future time is a time at which the call center is predicted to be able to service the call center.

13. Logic encoded in one or more tangible media for execution and when executed operable to:

obtain a call from a caller;

determine whether to offer a first callback time to the caller, the first callback time being a future time for a contact between the caller and a call center;

provide the first callback time to the caller, wherein the logic operable to provide the first callback time to the caller is further operable to solicit a response from the caller which indicates whether the caller desires the contact at the first callback time;

obtain the response from the caller; and

schedule the contact at the first callback time if the response indicates that the caller desires a contact at the first callback time.

14. The logic of claim 13 wherein the contact is a callback initiated by the call center.

15. The logic of claim 13 wherein the logic operable to determine whether to offer the first callback time to the caller is further operable to determine if the call is expected to be serviced by the call center within a particular period of time.

16. The logic of claim 15 further operable to:

identify the first callback time if it is determined that the call is not expected to be serviced by the call center within the particular period of time, wherein the future time is a time at which the call center is predicted to be able to service the call center.

17. The logic of claim 16 wherein the logic operable to identify the first callback time is further operable to identify a first time period and to identify a first time during the first time period at which a ratio of a number of agents to an expected call volume handled by the call center is relatively high, the agents being associated with the call center.

18. The logic of claim 17 wherein the ratio of the number of agents to the expected call volume is highest at approximately the first time and the first callback time corresponds to the first time.

19. The logic of claim 16 wherein if the response indicates that the caller does not desire the contact at the first callback time, the logic is further operable:

identify a second callback time;

provide the second callback time to the caller, wherein the logic operable to provide the second callback time to the caller is further operable to solicit a response from the caller which indicates whether the caller desires a contact at the second callback time;

obtain the response from the caller; and

schedule the contact at the second callback time if the response indicates that the caller desires a contact at the second callback time.

20. The logic of claim 19 wherein a ratio of a number of agents to an expected call volume handled by the call center is higher at the first callback time than at the second callback time, the agents being associated with the call center.