Call Center Services System and Method

• US 20140226807A1
• Filed: 04/21/2014
• Published: 08/14/2014
• Est. Priority Date: 09/22/2004
• Status: Active Grant

• Current Assignee: Altisource Holdings, S.A.R.L. (Altisource Portfolio Solutions SA), Andrei Iancu, Ashley Moody Florida Office of The Attorney General and Successors Thereto, Jeanette Nunez Lieutenant Governor of Florida and Successors Thereto, Joan D. Heuer, Laurel M Lee Florida Secretary of State and Successors Thereto, Steven Mnuchin United States Secretary of The Treasury and Successors Thereto, Timothy E Gribben Commissioner For Bureau of The Fiscal Service Agency of The United States Department of The Treasury and Successors and Assigns Thereto
• Original Assignee: Altisource Solutions S.A R.L. (Altisource Portfolio Solutions SA)
• Inventors: Pickford, Dale
• Granted Patent: US 9,225,835 B2
• Time in Patent Office: Days
• US Class Current: 379/265.06
• 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 set those agents should have, thereby facilitating management decisions.

Claims

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

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

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

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

placing an outgoing call to the at least one customer; and

determining, via the at least one processor, whether the at least one customer answers the call;

wherein, if the at least one customer answers the call, the method further comprises;

automatically directing, via the at least one processor, the call to the at least one customer, the account record, and a selected script appropriate for at least one original purpose of the call to a selected 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 identifies an additional inquiry that differs from the at least one original purpose for the call.

2. The method of claim 1, wherein, if the at least one customer does not answer the call, the method further comprises:

inserting, via the at least one processor, a task in the account record to place a subsequent call to the at least one customer at a later time;

updating, via the at least one processor, the account record with a telephone number and a designated time to attempt the subsequent call that is most convenient for the customer; and

routing, via the at least one processor, the subsequent call to a selected agent according to the designated time.

3. The method of claim 1, further comprising the step of providing, via the at least one processor, a prompt to the selected agent based on the at least one original purpose for contacting the at least one customer.

4. The method of claim 1, further comprising the step of forecasting, via the at least one processor, a best dial sequence for initiating contact with the at least one customer.

5. The method of claim 4, wherein the step of forecasting the best dial sequence further comprises ordering in sequence, via the at least one processor, a home phone number, a work phone number, and a cell phone number to be called based on the account record associated with the at least one customer.

6. The method of claim 1, wherein the list is obtained from a database comprising at least one customer associated with a delinquent collections account.

7. The method of claim 1, wherein the account record includes historical data reflecting a result of at least one prior call placed to the at least one customer.

8. A computer program product comprising a non-transitory computer usable medium having executable control logic stored therein for causing a computer having at least one processor to provide an optimal automated customer contact distribution service, the executable control logic comprising:

computer-readable instructions for selecting a list of at least one customer to be contacted;

computer-readable instructions for identifying an appropriate skill set that is best suited to handle the at least one customer to be contacted on the list;

computer-readable instructions for identifying a group of agents that possess the appropriate skill set to handle the at least one customer to be contacted on the list;

computer-readable instructions for forecasting a best time to initiate contact with the at least one customer based on an account record of the at least one customer;

computer-readable instructions for placing an outgoing call to the at least one customer;

computer-readable instructions for determining whether the at least one customer answers the call;

computer-readable instructions for, if the at least one customer answers the call, automatically directing, via the at least one processor, the call, the account record, and a selected script appropriate for at least one original purpose for the call to a selected agent selected from the group of agents that possess the appropriate skill set; and

computer-readable instructions for, if the at least one customer answers the call, automatically selecting a revised script if the at least one customer identifies an inquiry that differs from the at least one original purpose for the call.

9. The computer program product of claim 8, wherein the executable control logic further comprises:

computer-readable instructions for, if the at least one customer does not answer the call, inserting a task in the account record to place a subsequent call to the at least one customer at a later time;

computer-readable instructions for, if the at least one customer does not answer the call, updating the account record with a telephone number and a designated time to attempt the subsequent call that is most convenient for the customer; and

computer-readable instructions for, if the at least one customer does not answer the call, routing the subsequent call to a selected agent according to the designated time.

10. The computer program product of claim 8, the executable control logic further comprising computer-readable instructions for providing a prompt to the selected agent based on the at least one original purpose for contacting the at least one customer.

11. The computer program product of claim 8, the executable control logic further comprising computer-readable instructions for forecasting a best dial sequence for initiating contact with the at least one customer.

12. The computer program product of claim 11, wherein the executable control logic for forecasting further comprises computer-readable instructions for ordering in sequence a home phone number, a work phone number, and a cell phone number to be called based on the account record associated with the at least one customer.

13. The computer program product of claim 8, wherein the list is obtained from a database comprising at least one customer associated with a delinquent collections account.

14. The computer program product of claim 8, wherein the account record includes historical data reflecting a result of at least one prior call placed to the at least one customer.

15. A computer program product comprising a non-transitory computer usable medium having executable control logic stored therein for causing a computer having at least one processor to provide a call-handling analysis for optimizing automated customer contact distribution services, the executable control logic comprising:

computer-readable instructions for initiating at least one call event addressing at least one original purpose between an agent having an appropriate skill set for addressing the at least one original purpose and a customer ;

computer-readable instructions for recording at least one call input associated with the at least one call event;

computer-readable instructions for reporting the at least one call input to a call event database containing aggregate call data;

computer-readable instructions for analyzing the at least one call input with respect to the aggregate call data;

computer-readable instructions for calculating a performance score associated with the agent according to the analysis of the at least one call input with respect to the aggregate call data; and

computer-readable instructions for incorporating the performance score into future call distribution services.

16. The computer program product of claim 15, the executable control logic further comprising computer-readable instructions for:

assigning the at least one original purpose to a first purpose category;

reporting a first purpose category to the call event database; and

incorporating the first purpose category into the performance score.

17. The computer program product of claim 16, the executable control logic further comprising computer-readable instructions for:

collecting at least one ancillary purpose;

assigning the at least one ancillary purpose to a second purpose category;

reporting the second purpose category to the call event database; and

incorporating the first purpose category and the second purpose category into the performance score.

18. The computer program product of claim 17, wherein the at least one call input is call length.

19. The computer program product of claim 17, wherein the at least one original purpose relates to collection activity.