CALL CENTER SERVICES SYSTEM AND METHOD

• US 20110150206A1
• Filed: 03/02/2011
• Published: 06/23/2011
• Est. Priority Date: 09/22/2004
• Status: Active Grant

• Current Assignee: Altisource S.a.r.l. (Altisource Portfolio Solutions SA)
• Original Assignee: Altisource Solutions SARL (Altisource Portfolio Solutions SA)
• Inventors: PICKFORD, Dale
• Granted Patent: US 8,744,062 B2
• Time in Patent Office: Days
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A method and system for providing automated call center services, operating by identifying a caller, accessing the caller'"'"'s account information, determining the likely reason for the call, identifying an agent skill group based on the likely reason for the call, and providing an available agent with access to the caller'"'"'s account information, together with a script based on the likely reason for the call. Data and voice access to agents is combined with specialized methods and systems for determining agent optimization capabilities, thereby allowing multiple call centers located in geographically different areas to operate as a seamless virtual call center, having the capability to dynamically reorganize the structure of available agents, regardless of where located. Real time statistics allow determination of how many agents should be available and what skill sets those agents should have, thereby facilitating management decisions.

Claims

1. A computer implemented method for providing automated customer distribution services, the computer comprising at least one processor and a data repository operatively coupled to the at least one processor, the method comprising:

identifying a customer based on the customer'"'"'s contact with a service center;

accessing, via the at least one processor, the customer'"'"'s account information from the data repository;

predicting, via the at least one processor, a likely reason for the contact based on information associated with the customer account information;

automatically selecting, via the at least one processor, a group of agents specifically trained to address the predicted likely reason for the contact;

generating, via the at least one processor, prior to transferring the customer to the group of agents, a script set that is most likely related to the predicted likely reason for the customer contact;

automatically determining, via the at least one processor, whether an agent from the group of agents is available to receive the customer contact, and if so;

automatically transmitting, electronically, an account record and the script set that is most likely related to the predicted likely reason for the customer contact to the available agent from the group of agents; and

automatically revising, via the at least one processor, the script set to address the customer'"'"'s reason for the contact if the customer indicates an actual reason for the contact that differs from the predicted likely reason for the contact so that the agent handling the customer can address the actual reason for the contact.

2. The method of claim 1, wherein if the agent from the group of agents is not available to receive the customer contact, automatically transmitting, via the at least one processor, the script set to the customer and seeking additional customer input whether the customer needs live assistance after receiving the script set.

3. The method of claim 2, further comprising the step of automatically transferring the customer to an agent from the group of agents to provide live assistance to the customer.

4. The method of claim 1, wherein the method is implemented via a network.

5. The method of claim 4, wherein the network is the Internet.

6. The method of claim 1, wherein the step of predicting a likely reason for the contact further comprises the step of parsing, via the processor, the customer'"'"'s information stored in the repository using logic principles to classify the one or more likely reasons for the call.

7. The method of claim 1, wherein the customer contact is made by a telephone call.

8. The method of claim 1, further comprising the step of updating the caller'"'"'s account information to reflect the reason for the customer contact.

9. The method of claim 1, wherein the customer is identified by the customer'"'"'s telephone number.

10. The method of claim 1, further comprising the step automatically capturing the agent and customer interaction for training and evaluation purposes.

11. The method of claim 1, wherein the step of predicting a likely reason for the customer contact further comprises evaluating recent changes to the customer account information and using the changes to predict the likely reason for the customer contact.

12. The method of claim 1, further comprising the steps of:

forecasting the number of expected incoming customer contacts; and

determining the number of agents necessary to support the forecasted number of customer contacts.

13. A system for automated customer distribution services, the system comprising:

at least one processor;

memory operatively coupled to the at least one processor;

a data repository stored in the memory and accessible by the at least one processor; and

at least one user interface operatively coupled to the at least one processor, wherein the at least one processor is configured to;

identify a customer based on the customer'"'"'s contact with a service center;

access the customer account information based on customer identity;

predict, prior to the customer communicating with a agent, a likely reason for the customer contact based on information associated with the customer account;

automatically select a group of agents best suited to address the predicted likely reason for the customer contact;

generating, prior to transferring the customer to the group of agents, a script set that is most likely related to the predicted likely reason for the customer contact;

automatically determine whether an agent from the group of agents is available to receive the customer contact, and if so;

automatically transmit, electronically, the customer, the customer account information and the script set most likely related to the predicted likely reason for the customer contact to the available agent from the group of agents; and

automatically revise the script set to address the customer'"'"'s reason for the contact if the customer indicates a reason for the contact that differs from the predicted likely reason for the contact.

14. The system of claim 13, wherein if an agent from the group of agents is not available to receive the customer contact, the at least one processor is configured to automatically transmit the predicted script set to the customer and seek additional customer input whether the customer requires live assistance.

15. The system of claim 14, wherein the processor is configured to transfer the customer contact to an agent within the group of agents best suited to address the predicted likely reason for the customer contact.

16. The system of claim 13, wherein the customer contact is made by a telephone call.

17. The system of claim 13, wherein the processor is configured to update the customer account information based on changes made to the script set.

18. A method for optimizing automated customer contact distribution services having at least one processor and memory operatively coupled to the at least one processor, the method comprising:

selecting, via the at least one processor, a list of customers to be contacted;

identifying, via the at least one processor, an appropriate skill set that is best suited to handle the customers to be contacted on the list;

identifying, via the at least one processor, a group of agents that possess the appropriate skill set to handle the customers to be contacted on the list;

forecasting, via the at least one processor, a best time to initiate contact with a customer on the list based on an account record of the customer;

calling at least one customer from the list of customers to be contacted; and

in a first configuration, if the call to the at least one customer is answered,

automatically directing, via the at least one processor, the call to the at least one customer, a customer account record and a selected script appropriate for the purpose of the call to an agent selected from the group of agents that possess the appropriate skill set, and

automatically selecting, via the at least one processor, a revised script if the at least one customer requests an additional inquiry that differs from the original purpose for the call; and

in a second configuration, if the call to the at least one customer is not answered,

inserting a record for the customer to be called back at a later time, the record including a telephone number and a designated time to place a call that is most convenient for the customer to be contacted; and

offering the call to a specified agent based on the designated time.

19. The method of claim 18, further comprising the step of providing a prompt to the selected agent based on the reason for contacting the customer.

20. The method of claim 18, further comprising the step of forecasting, via the at least one processor, a best dial sequence for initiating contact with the customer.

21. The method of claim 20, wherein the step of forecasting a best dial sequence further comprises ordering in sequence a home phone number, a work phone number and a cell phone number to be called based on information an account record associated with the customer being called.