Servicing Calls in Call Centers Based On Estimated Call Value

• US 20100322406A1
• Filed: 06/23/2009
• Published: 12/23/2010
• Est. Priority Date: 06/23/2009
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Smith, Lynn R., Li, Hongguang, Sobus, Katherine A., Foster, Robin H.
• Granted Patent: US 8,565,412 B2
• Time in Patent Office: Days
• US Class Current: 379/266.01
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 2242/06 Lines and connections with preferential service
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents'"'"' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.

Claims

1. A method comprising:

(a) receiving one or more signals that indicate that;

(i) a call C to a call center is queued for service, and

(ii) a non-empty set of agents of said call center are currently serving respective calls that are estimated to be less valuable than said call C;

(b) transmitting to each of said non-empty set of agents, in response to said one or more signals, a first signal that;

(i) notifies the agent of said call C, and

(ii) prompts the agent for an estimate of how much longer the agent will be serving their current call; and

(c) selecting which of said non-empty set of agents will service said call C based on;

(i) agent responses to said prompts, and

(ii) for at least one of said non-empty set of agents, a measure of how closely prior agent responses compared to actual remaining service times.

2. The method of claim 1 further comprising transmitting to each of said non-empty set of agents a second signal that:

(i) indicates that none of the agent responses were acceptable, and

(ii) prompts the agent for another estimate of how much longer the agent will be serving their current call.

3. The method of claim 1 further comprising notifying members of said non-empty set of agents that were not selected that another agent will service said call C.

4. The method of claim 1 further comprising routing said call C to the selected agent when the selected agent is available.

5. The method of claim 1 further comprising storing in a data store an indication of the respective differences between:

(i) the estimates provided by the agents, and

(ii) the actual remaining times required for the agents to service their current calls.

6. The method of claim 1 wherein the prompt for an estimate enables an agent to specify a range.

7. The method of claim 1 wherein the prompt for an estimate enables an agent to decline servicing said call C.

8. The method of claim 1 wherein said first signal also comprises an indication that the agent should finish servicing their current call as quickly as possible.

9. A method comprising:

(a) receiving one or more signals that indicate that;

(i) a call C to a call center is queued for service, and

(ii) a non-empty set of agents of said call center are currently serving respective calls that are estimated to be less valuable than said call C;

(b) transmitting to each of said non-empty set of agents, in response to said one or more signals, a first signal that;

(i) notifies the agent of said call C, and

(ii) prompts the agent for one or more data pertaining to their current call;

(c) estimating, based on responses to said prompts, remaining service times for current calls for at least one of said non-empty set of agents; and

(d) selecting, based on the estimated remaining service times, which of said non-empty set of agents will service said call C.

10. The method of claim 9 wherein the estimating is also based on historical data.

11. The method of claim 9 further comprising notifying members of said non-empty set of agents that were not selected that another agent will service said call C.

12. The method of claim 9 further comprising routing said call C to the selected agent when the selected agent is available.

13. The method of claim 9 further comprising storing in a data store:

(i) the one or more data provided by the agents, and

(ii) the actual remaining times required for the agents to service their current calls.

14. The method of claim 9 wherein said first signal also comprises an indication that the agent should finish servicing their current call as quickly as possible.

15. The method of claim 9 wherein said one or more data identifies one of a plurality of stages of a call.

16. A method comprising:

(a) receiving from an agent in a call center, while said agent is serving a first call, an estimate E₁ of how much longer said agent will be serving said first call;

(b) storing in a data store one or more data that indicate the difference between;

(i) said estimate E₁, and

(ii) the actual remaining time required for said agent to service said first call;

(c) receiving from said agent, while said agent is serving a second call, an estimate E₂ of how much longer said agent will be serving said second call; and

(d) selecting, based at least partially on said one or more data and on said estimate E₂, which of a plurality of agents in said call center will service a third call that is currently queued.

17. The method of claim 16 wherein said third call is estimated to be more valuable than at least one call being serviced.

18. The method of claim 16 further comprising routing said third call to the selected agent when the selected agent is available.

19. The method of claim 16 further comprising storing in said data store one or more data that indicate the difference between:

(i) said estimate E₂, and

(ii) the actual remaining time required for said agent to service said second call.

20. The method of claim 16 further comprising notifying at least one of said plurality of agents that was not selected that another agent will service said third call.