System And Method For Analyzing Agent Interactions

• US 20100318410A1
• Filed: 08/23/2010
• Published: 12/16/2010
• Est. Priority Date: 10/22/2003
• Status: Active Grant

• Current Assignee: Howard M. Lee
• Original Assignee: Howard M. Lee
• Inventors: Lee, Howard M.
• Granted Patent: US 8,341,013 B2
• Time in Patent Office: Days
• US Class Current: 705/11
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0202 Market predictions or forecasting for commercial activities
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction.

Claims

1. A system for analyzing agent interactions, comprising:

a calibration module to provide an interaction between an agent and a business to analysts;

a score module to receive performance scores for the interaction from each of the analysts and to compare the performance scores;

a deviation module to determine a deviation between the performance scores and to compare the deviation to a threshold;

an interaction distribution module to provide further interactions to at least one of the analysts when the deviation falls below the threshold; and

a feedback module to receive from the analyst, a further performance score for the interaction and to provide the performance score to the agent associated with the interaction.

2. A system according to claim 1, wherein the feedback module provides, with the performance score, feedback comprising training tips, a performance element that could be improved, and a performance element that was well performed.

3. A system according to claim 1, wherein the further interactions are obtained at a rate comprising at least one of one or more interactions per agent per day and one or more interactions per agent per week.

4. A system according to claim 1, wherein the agents are located in one geographic location and the analysts are located in a different geographic location.

5. A system according to claim 4, wherein the second geographic location comprises wages lower than the wages in the first geographic area.

6. A system according to claim 1, wherein the interaction and the further interactions each comprise at least one of telephone calls and emails.

7. A system according to claim 1, wherein the interaction and the further interaction each comprise one of a recording and a real time interaction.

8. A system according to claim 1, wherein the performance scores and the further performance score are each based on factors comprising at least one of each agent'"'"'s selling skills, knowledge, ability to provide a greeting, resolve a call, and take an order.

9. A system according to claim 1, further comprising:

a score distribution module to provide the further performance score to at least one of the analyst'"'"'s supervisor, subject matter expert, and manager.

10. A system according to claim 1, wherein the deviation threshold comprises five percent.

11. A method for analyzing agent interactions, comprising:

providing an interaction between an agent and a business to analysts;

receiving performance scores for the interaction from each of the analysts and comparing the performance scores;

determining a deviation between the performance scores and comparing the deviation to a threshold;

providing further interactions to at least one of the analysts when the deviation falls below the threshold; and

receiving from the analyst, a further performance score for the interaction and providing the performance score to the agent associated with the interaction.

12. A method according to claim 11, further comprising:

providing with the performance score, feedback comprising training tips, a performance element that could be improved, and a performance element that was well performed.

13. A method according to claim 11, wherein the further interactions are obtained at a rate comprising at least one of one or more interactions per agent per day and one or more interactions per agent per week.

14. A method according to claim 11, wherein the agents are located in one geographic location and the analysts are located in a different geographic location.

15. A method according to claim 14, wherein the second geographic location comprises wages lower than the wages in the first geographic area.

16. A method according to claim 11, wherein the interaction and the further interactions each comprise at least one of telephone calls and emails.

17. A method according to claim 11, wherein the interaction and the further interaction each comprise one of a recording and a real time interaction.

18. A method according to claim 11, wherein the performance scores and the further performance score are each based on factors comprising at least one of each agent'"'"'s selling skills, knowledge, ability to provide a greeting, resolve a call, and take an order.

19. A method according to claim 11, further comprising:

providing the further performance score to at least one of the analyst'"'"'s supervisor, subject matter expert, and manager.

20. A method according to claim 11, wherein the deviation threshold comprises five percent.