Method and system for optimization of telephone contact campaigns

• US 5,621,790 A
• Filed: 06/07/1995
• Issued: 04/15/1997
• Est. Priority Date: 11/16/1993
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: ASPI Software Development Company LLC
• Inventors: Simmons, LeRoy F., Grossman, Harry
• Primary Examiner(s): Zele, Krista M.
• Assistant Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/486,577
• Time in Patent Office: 678 Days
• Field of Search: 379/265, 379/266, 379/309, 379/201, 379/107, 379/92
• US Class Current: 379/266.08
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: Y10S 379/904 Auto-calling

Abstract

A system and a method of generating outbound telephone contact campaigns optimized to contact the maximum number of targeted individuals during a campaign using a predictive dialer system, telephone operators with computer consoles and stored account records, where each account is associated with an individual with one or more telephone numbers and a history of attempts to contact the individual associated with each account.

Claims

1. A method of scheduling an outbound telephone contact campaign for a first interval with an optimized probability of contacting targeted individuals during the campaign on a computer system using a predictive dialer system, a plurality of telephone operators, and stored accounts, each account being associated with an individual having a telephone, said method comprising the steps of:

segmenting the first interval into a plurality of second intervals;

determining for each of said accounts the probability of contacting the individual associated with each of said accounts during each of said second intervals;

determining for each of said accounts a first time period corresponding to one of said second intervals during which the probability of contacting the individual associated with said account is highest; and

allocating each of said accounts to said second interval corresponding to said first time period for said account.

2. A method as defined in claim 1 further comprising the steps of:

transmitting said accounts to the predictive dialer system for teleprocessing;

attempting to contact said individual associated with each said account; and

creating a record of attempts to contact the individual associated with each said account.

3. A method as defined in claim 2 further comprising the step of creating a behavior model representative of probabilities of right party contact with the individual associated with each of said accounts for each of a selected plurality of time periods.

4. A method as defined in claim 3 wherein said step of creating a behavior model comprises modified non-hierarchical cluster analysis.

5. A method as defined in claim 3 further comprising the step of creating a vector of probabilities of right party contact with the individual associated with each of said accounts for each of said second time intervals.

6. A method as defined in claim 4 further comprising the step of creating a vector of probabilities of right party contact with the individual associated with each of said accounts for each of said second time intervals.

7. A computer system for outbound teleprocessing of a plurality of accounts, each account corresponding to an individual having a telephone, a predictive dialer system and a plurality of operators, said computer system comprising:

means for maintaining a history of attempts to contact the individual corresponding to each of the accounts for teleprocessing;

means for determining probability of right party contact with the individual corresponding to each of said accounts during each of a plurality of time periods; and

means for scheduling an attempt to contact the individual associated with each of said accounts during a time period of highest probability of right party contact with the individual corresponding to each of said accounts.

8. The computer system of claim 7 further comprising a set of behavior models generally indicative of probability of contacting the individual corresponding to each of said accounts for teleprocessing for each of said plurality of time periods;

and

means for merging said behavior models and said history of attempts to contact said individual corresponding to each of said selected accounts.

9. The computer system of claim 7 further comprising means for determining relative teleprocessing priority of said selected accounts;

and

means for sorting said selected accounts according to said relative teleprocessing priority.

10. A method of scheduling a telephone contact campaign with an optimized rate of contacting targeted individuals during the campaign on a computer system using a predictive dialer system, a plurality of telephone operators, and stored accounts, each account being associated with an individual having a telephone, said method comprising the steps of:

segmenting the campaign into a plurality of intervals;

determining the rate of contacting each targeted individual at a first telephone during each of said intervals;

determining the rate of contacting each targeted individual at a next telephone during each of said intervals;

determining for each of said intervals a telephone having a highest rate of contacting each targeted individual;

allocating contact attempts during each of said intervals to each said telephone having a highest rate of contacting each targeted individual.

11. The method of claim 10 wherein said step of determining the rate of contacting each targeted individual at a first telephone during each of said intervals comprises the steps of:

determining the probability of contacting an individual associated with one of said accounts at a first telephone during each of said intervals;

determining for each of said intervals a first time required to contact said individual associated with one of said accounts at said first telephone;

determining for each of said intervals a second time required to establish said individual associated with one of said accounts cannot be contacted at said first telephone; and

forecasting the rate of contacting targeted individuals at said first telephone from said probability, said first time and said second time.

12. The method of claim 10 wherein said step of determining the rate of contacting each targeted individual at a next telephone during each of said intervals comprises the steps of:

determining the probability of contacting an individual associated with one of said accounts at a next telephone during each of said intervals;

determining for each of said intervals a first time required to contact said individual associated with one of said accounts at said next telephone;

determining for each of said intervals a second time required to establish said individual associated with one of said accounts cannot be contacted at said next telephone; and

forecasting the rate of contacting targeted individuals at said next telephone from said probability, said first time and said second time.

13. A method of scheduling a telephone contact campaign with an optimized rate of contacting targeted individuals during the campaign on a computer system using a predictive dialer system, a plurality of telephone operators, and stored accounts, each account being associated with an individual having a telephone, said method comprising the steps of:

segmenting the campaign into a plurality of intervals;

determining a first rate of contacting each targeted individual at a first telephone during each of said intervals;

determining a second rate of contacting each targeted individual at a second telephone during each of said intervals;

determining a third rate of contacting each targeted individual at a second telephone after unsuccessfully attempting to contact each said targeted individual at a first telephone;

determining for each of said intervals said rate of contacting each targeted individual having a highest value; and

for each of said intervals, attempting to contact each targeted individual at the telephone having said highest value of said rate of contacting each targeted individual.

14. A method of scheduling a telephone contact campaign with an optimized rate of right party contact per unit time on a computer system using a predictive dialer system, a plurality of telephone operators, and stored accounts, each account being associated with an individual having a first telephone and a second telephone, said method comprising the steps of:

segmenting the campaign into a plurality of intervals;

determining an expected rate of right party contact when contacting each said individual at said first telephone during each of said intervals;

determining an expected rate of right party contact when contacting each said individual at said second telephone during each of said intervals;

determining for each of said intervals a telephone having a highest expected rate of right party contact; and

allocating contact attempts during each of said intervals to said telephone having a highest expected rate of right party contact.

15. A method of scheduling a telephone contact campaign with an optimized rate of contact attempts on a computer system using a predictive dialer system, a plurality of telephone operators, and stored accounts, each account being associated with an individual having a first telephone and a second telephone, said method comprising the steps of:

segmenting the campaign into a plurality of intervals;

determining an expected rate of contact attempts when contacting each said individual at said first telephone during each of said intervals;

determining an expected rate of contact attempts when contacting each said individual at said second telephone during each of said intervals;

determining for each of said intervals a telephone having a maximum expected rate of contact attempts; and

allocating contact attempts during each of said intervals to said telephone having a maximum expected rate of contact attempts.

16. A method of allocating resources for a telephone contact campaign on a computer system using a predictive dialer system, a plurality of telephone operators, and stored accounts, each account being associated with an individual having a telephone, said method comprising the steps of:

segmenting the campaign into a plurality of intervals;

determining the probability of contacting each said individual during each of said intervals;

for each said individual, determining the interval having a maximum probability of contacting each said individual;

scheduling an attempt to contact each said individual during said interval having a maximum probability of contacting each said individual; and

determining the number of operators necessary in each of said intervals to attempt to contact all of said individuals scheduled to be contacted during said interval.

17. A method of scheduling a telephone contact campaign on a computer system using a predictive dialer system, a plurality of telephone operators, and stored accounts, each account being associated with an individual having a telephone, said method comprising the steps of:

segmenting the campaign into a plurality of intervals;

determining the value of a processing parameter for each of said individuals at a first telephone during each of said intervals;

determining the value of said processing parameter for each of said individuals at a next telephone during each of said intervals;

determining for each of said intervals a telephone having a highest value of said processing parameter for each of said individuals;

allocating a contact attempt for each of said individuals to the one of said intervals and the one of said telephones having the highest value of said processing parameter for said individuals.

18. The method of claim 17 wherein said processing parameter is the expected rate of right party contact per unit time.

19. The method of claim 17 wherein said processing parameter is the expected rate of contact attempts per unit time.