Arrangement for motivating telemarketing agents
First Claim
1. An arrangement for providing performance feedback to telemarketing agents, comprising:
- first means for repeatedly obtaining a current measure of quantitative performance of each agent during a workday of the agent;
second means for repeatedly obtaining a current measure of qualitative performance of each agent;
third means for using the obtained current measure of the qualitative performance and the obtained current measure of the quantitative performance for each individual agent repeatedly to derive for each individual agent a current indicator of overall performance of said individual agent during the workday of the individual agent; and
fourth means for repeatedly feeding back each individual agent'"'"'s current indicator of the overall performance to the individual agent during the workday of the individual agent, thereby to provide each individual agent with substantially real-time up-to-date feedback on the individual agent'"'"'s overall performance.
12 Assignments
0 Petitions
Accused Products
Abstract
In an ACD system, motivational feedback information, such as the cumulative number of bonus points earned, is displayed on agents'"'"' terminal displays. The information is real-time, up-to-date, and substantially continuously displayed. It combines an objective, quantitative measure, such as the number of calls handled, and a subjective, qualitative measure, such as a quality factor representing a supervisor'"'"'s evaluation of the agents'"'"' observed performance in handling calls. Illustratively, the per-call quantitative measure is multipled by an agent'"'"'s presently-assigned qualitative measure to arrive at the per-call number of bonus points earned by the agent.
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Citations
12 Claims
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1. An arrangement for providing performance feedback to telemarketing agents, comprising:
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first means for repeatedly obtaining a current measure of quantitative performance of each agent during a workday of the agent; second means for repeatedly obtaining a current measure of qualitative performance of each agent; third means for using the obtained current measure of the qualitative performance and the obtained current measure of the quantitative performance for each individual agent repeatedly to derive for each individual agent a current indicator of overall performance of said individual agent during the workday of the individual agent; and fourth means for repeatedly feeding back each individual agent'"'"'s current indicator of the overall performance to the individual agent during the workday of the individual agent, thereby to provide each individual agent with substantially real-time up-to-date feedback on the individual agent'"'"'s overall performance. - View Dependent Claims (2, 3, 4, 5)
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6. An arrangement for providing performance feedback to agents in an automatic call distribution system having a plurality of telecommunication terminals for use by the agents and means for connecting calls to the terminals, comprising:
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means for storing, for each agent, a record of a number of transaction events completed by the agent, a quality factor currently assigned to the agent, and a current measure of cumulative overall performance of the agent; means, responsive to assignment of a new quality factor to the agent, for effecting storage of a record of the new quality factor in the storing means in place of the record of the quality factor heretofore stored for the agent in the storing means; means, substantially immediately responsive to completion of a transaction event by the agent, for incrementing the record of the number of transaction events completed by the agent; means, substantially immediately responsive either to incrementation of the record of the number of transaction events completed by the agent or to storage of the record of the new quality factor, for multiplying the increment by the quality factor and incrementing the record of the current measure of the cumulative overall performance by a result of the multiplication to obtain a record of a new current measure of the cumulative overall performance; and means, substantially immediately responsive to obtaining of the record of the new current measure of the cumulative overall performance, for electronically sending the record of the new current measure of the cumulative overall performance to a display of a terminal of the agent to visually report the new current measure to the agent, thereby to provide the agent with substantially real-time up-to-date feedback on the agent'"'"'s overall performance.
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7. A method of providing performance feedback to telemarketing agents, comprising the steps of:
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repeatedly obtaining a current measure of quantitative performance of each agent during a workday of the agent; repeatedly obtaining a current measure of qualitative performance of each agent; using the obtained current measure of the qualitative performance and the obtained current measure of the quantitative performance for each individual agent repeatedly to derive for each individual agent a current indicator of the individual agent'"'"'s overall performance of the individual agent during the workday of the individual agent; and repeatedly feeding back each individual agent'"'"'s current indicator of the overall performance to the individual agent repeatedly during the workday of the individual agent, thereby to provide each individual agent with substantially real-time up-to-date feedback on the individual agent'"'"'s overall performance. - View Dependent Claims (8, 9, 10, 11)
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12. A method of performance feedback to agents in an automatic call distribution system having a plurality of telecommunication terminals for use by the agents and means for connecting calls to the terminals, comprising the steps of:
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initially storing, for each agent, a record of a number of transaction events completed by the agent, a quality factor currently assigned to the agent, and a current measure of cumulative overall performance of the agent; effecting storage of a record of a new quality factor in place of the record of the quality factor heretofore stored for the agent, in response to assignment of the new quality factor to the agent; incrementing the record of the number of transaction events completed by the agent, substantially immediately in response to completion of a transaction event by the agent; multiplying the increment by the quality factor, substantially immediately in response either to incrementing of the record of the number of transaction events completed by the agent or to storage of the record of the new quality factor; incrementing the record of the current measure of the cumulative overall performance by a result of the multiplication step, substantially immediately in response to multiplying of the increment by the quality factor, to obtain a record of a new current measure of the cumulative overall performance; and electronically sending the record of the new current measure of the cumulative overall performance to a display of a terminal of the agent to visually report the new current measure to the agent substantially immediately in response to obtaining the record of the new current measure of the cumulative overall performance, thereby to provide the agent with substantially real-time up-to-date feedback on the agent'"'"'s overall performance.
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Specification