Prediction of a caller's motivation as a basis for selecting treatment of an incoming call

• US 5,684,872 A
• Filed: 07/21/1995
• Issued: 11/04/1997
• Est. Priority Date: 07/21/1995
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Flockhart, Andrew Derek, Mathews, Eugene Paul
• Primary Examiner(s): Zele, Krista M.
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/505,142
• Time in Patent Office: 837 Days
• Field of Search: 379/188, 379/189, 379/196, 379/201, 379/208, 379/209, 379/211, 379/265, 379/266, 379/309, 379/112, 379/113, 379/133, 379/134, 379/67, 379/88, 379/89, 379/127, 379/221
• US Class Current: 379/266.08
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

An improved method and apparatus (12) for handling calls in a call center predicts (206, 312, 410) a caller'"'"'s level of motivation for making the call and uses (208-212, 314-330, 412-416) the prediction as a basis for determining how to handle the call. The method and apparatus respond to a call coming in to the call center by determining (206, 306, 404) a number of call attempts--either all call attempts whether answered or unanswered by an agent, or only unanswered call attempts--made by the caller to the call center within a predetermined elapsed period of time, and possibly also by determining (308-310, 406) other predictors of the level of motivation of the caller in making the call, prior to the call being answered. Based upon the determined number of call attempts and the other predictors of the caller'"'"'s motivation level, the method and apparatus then select and give (208-212, 314-330, 412-416) to the call one of a plurality of different treatments that could possibly be given to the call--for example, they select a split to which the call should be queued and/or a priority level for queuing the call. Preferably, the selected treatment is given to the call before an agent of the call center answers the call.

Claims

1. A method of handling calls in a call center, comprising the steps of:

in response to a call from a caller coming in to a call center, determining a number of unanswered call attempts made by the caller to the call center within a predetermined elapsed period of time;

predicting the caller'"'"'s level of motivation from the determined number of unanswered call attempts, prior to answering the call;

selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and

giving to the call the selected treatment at the call center.

2. The method of claim 1 wherein:

the step of determining comprises the step of

determining whether the caller is a predetermined type of caller; and

the step of predicting the caller'"'"'s level of motivation from the determined number of unanswered call attempts comprises the step of

predicting the caller'"'"'s level of motivation in part from whether or not the caller is the predetermined type of caller.

3. The method of claim 2 wherein:

the predetermined type of caller comprises customers who have made a predetermined purchase in a predetermined timeframe.

4. The method of claim 1 wherein:

the step of predicting comprises the step of

determining which telephone number the caller called from; and

the step of predicting the caller'"'"'s level of motivation from the determined number of unanswered call attempts comprises the step of

predicting the caller'"'"'s level of motivation in part from the determined telephone number.

5. The method of claim 1 wherein:

the step of selecting comprises the step of

determining whether or not to connect the call to an agent of the call center, based upon the predicted level of motivation; and

the step of giving comprises the step of

queuing the call or refusing the call, based upon the determination.

6. The method of claim 1 wherein:

the step of selecting comprises the step of

determining whether or not to play a predetermined announcement to the caller, based upon the predicted level of motivation; and

the step of giving comprises the step of

playing or not playing the predetermined announcement to the caller, based upon the determination.

7. The method of claim 1 wherein:

the step of giving comprises the step of

giving the call the selected treatment before an agent of the call center answers the call.

8. A method of handling calls in a call center, comprising the steps of:

in response to a call from a caller coming in to a call center, determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time;

determining whether the call originated in a geographical area having a particular transitory characteristic;

predicting the caller'"'"'s level of motivation for making the call, prior to answering the call, in part from the determined number of call attempts and in part from whether or not the call originated in the geographical area having the particular transitory characteristic;

selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and

giving to the call the selected treatment at the call center.

9. The method of claim 8 wherein:

the transitory characteristic comprises a weather condition.

10. A method of handling calls in a call center, comprising the steps of:

in response to a call from a caller coming in to a call center, determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time;

determining whether the call originated from a predetermined type of telephone instrument;

predicting the caller'"'"'s level of motivation for making the call, prior to answering the call, in part from the determined number of call attempts and in part from whether or not the call originated from the predetermined type of telephone instrument;

selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and

giving to the call the selected treatment at the call center.

11. The method of claim 10 wherein:

the predetermined type of telephone instrument comprises a pay telephone or a mobile telephone.

12. A method of handling calls in a call center, comprising the steps of:

in response to a call from a caller coming in to a call center, determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time;

determining which telephone number the caller called;

predicting the caller'"'"'s level of motivation for making the call, prior to answering the call, in part from the determined number of call attempts and in part from the determined telephone number;

selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and

giving to the call the selected treatment at the call center.

13. A method of handling calls in a call center, comprising the steps of:

in response to a call from a caller coming in to a call center, predicting a level of motivation of the caller for making the call, prior to answering the call;

selecting one of a plurality of priorities for queuing the call, based upon the predicted level of motivation; and

queuing the call at the call center at the selected priority.

14. A method of handling calls in a call center, comprising the steps of:

in response to a call from a caller coming in to a call center, predicting a level of motivation of the caller for making the call, prior to answering the call;

determining an anticipated waiting time of the call in a call queue of the call center;

selecting one of a plurality of priorities for queuing the call based upon both the predicted level of motivation and the determined anticipated waiting time; and

queuing the call at the call center at the selected priority.

15. A method of handling calls in a call center, comprising the steps of:

in response to a call from a caller coming in to a call center, predicting a level of motivation of the caller for making the call, prior to answering the call;

selecting one of a plurality of agent splits to handle the call, based upon the predicted level of motivation; and

queuing the call to the selected split.

16. An apparatus for handling calls in a call center, comprising:

means responsive to a call from a caller coming in to a call center, for determining a number of unanswered call attempts made by the caller to the call center within a predetermined elapsed period of time;

means connected to the determining means, for predicting the caller'"'"'s level of motivation from the determined number of unanswered call attempts, prior to the call being answered at the call center;

means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and

means connected to the selecting means, for giving to the call the selected treatment at the call center.

17. The apparatus of claim 16 wherein:

the determining means comprise

means for determining whether the caller is a predetermined type of caller; and

the means for predicting the caller'"'"'s level of motivation from the determined number of unanswered call attempts comprise

means for predicting the caller'"'"'s level of motivation in part from whether or not the caller is the predetermined type of caller.

18. The apparatus of claim 17 wherein:

the predetermined type of caller comprises

customers who have made a predetermined purchase in a predetermined timeframe.

19. The apparatus of claim 16 wherein:

the predicting means comprise

means for determining which telephone number the caller called from; and

the means for predicting the caller'"'"'s level of motivation from the determined number of unanswered call attempts comprise

means for predicting the caller'"'"'s level of motivation in part from the determined telephone number.

20. The apparatus of claim 16 wherein:

the selecting means comprise

means for determining whether or not to correct the call to an agent of the call center, based upon the predicted level of motivation; and

the giving means comprise

means for queuing the call or refusing the call, based upon the determination.

21. The apparatus of claim 16 wherein:

the selecting means comprise

means for determining whether or not to play a predetermined announcement to the caller, based upon the predicted level of motivation; and

the giving means comprise

means for playing or not playing the predetermined announcement to the caller based upon the determination.

22. The apparatus of claim 16 wherein:

the giving means give the call the selected treatment before an agent of the call center answers the call.

23. An apparatus for handling calls in a call center, comprising:

means responsive to a call from a caller coming in to a call center, for determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time;

means for determining whether the call originated in a geographical area having a particular transitory characteristic;

means for predicting the catlet'"'"'s level of motivation, prior to the call being answered at the call center, in part from the determined number of call attempts and in part from whether or not the call originated in the geographical area having the particular transitory characteristic;

means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and

means connected to the selecting means, for giving to the call the selected treatment at the call center.

24. The apparatus of claim 23 wherein:

the transitory characteristic comprises a weather condition.

25. An apparatus for handling calls in a call center, comprising:

means responsive to a call from a caller coming in to a call center, for determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time;

means for determining whether the call originated from a predetermined type of telephone instrument;

means for predicting the caller'"'"'s level of motivation, prior to the call being answered at the call center, in part from the determined number of call attempts and in part from whether or not the call originated from the predetermined type of telephone instrument;

means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and

means connected to the selecting means, for giving to the call the selected treatment at the call center.

26. The apparatus of claim 25 wherein:

the predetermined type of telephone instrument comprises a pay telephone or a mobile telephone.

27. An apparatus for handling calls in a call center, comprising:

means responsive to a call from a caller coming in to a call center, for determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time;

means for determining which telephone number the caller called;

means for predicting the caller'"'"'s level of motivation, prior to the call being answered at the call center, in part from the determined number of call attempts and in part from the determined telephone number;

means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and

means connected to the selecting means, for giving to the call the selected treatment at the call center.

28. An apparatus for handling calls in a call center, comprising:

means responsive to a call from a caller coming in to a call center, for predicting a level of motivation of the caller for making the call, prior to the call being answered at the call center;

means for selecting one of a plurality of priorities for queuing the call, based upon the predicted level of motivation; and

means for queuing the call at the call center at the selected priority.

29. An apparatus for handling calls in a call center, comprising:

means responsive to a call from a caller coming in to a call center, for predicting a level of motivation of the caller for making the call, prior to the call being answered at the call center;

means for determining an anticipated waiting time of the call in a call queue of the call center;

means connected to the means for determining the anticipated waiting time, for selecting one of a plurality of priorities for queuing the call, based upon both the predicted level of motivation and the determined anticipated waiting time; and

means for queuing the call at center at the selected priority.

30. An apparatus for handling calls in a call center, comprising:

means responsive to a call from a caller coming in to a call center, for predicting a level of motivation of the caller for making the call, prior to the call being answered at the call center;

means for selecting one of a plurality of agent splits to handle the call, based upon the predicted level of motivation; and

means for queuing the call to the selected split.