Call Center Services System and Method
First Claim
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.
5 Assignments
0 Petitions
Accused Products
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.
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Citations
19 Claims
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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:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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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:
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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. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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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:
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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. - View Dependent Claims (16, 17, 18, 19)
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Specification