Methods for verifying information during telemarketing operations
First Claim
1. Telemarketing method comprising the steps of:
- establishing a first communications connection between a telemarketer and a customer;
receiving first information from the customer via the first communications connection in response to prompts from the telemarketer;
storing the first information received from the customer in a database; and
verifying the information received from the customer comprising the steps of;
establishing a second connection between the customer and an interactive voice response system;
prompting the customer with the interactive voice response system to input verifying information;
receiving and storing verifying information received from the customer in response to said step of prompting;
tagging the verifying information received from the customer with a tag for identification; and
retrieving the verifying information associated with the tag for use in verifying the first information stored in the database.
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Accused Products
Abstract
An automated third party verification system and method for verifying a customer'"'"'s authorization to switch long distance service providers. The system broadly comprises a customer database manager, a third party verification (TPV) interactive voice response (IVR) system, and a TPV management system. The customer database manager contacts the customer and, responsive to the customer'"'"'s authorization to switch long distance carriers, creates a text file of the customer'"'"'s responses to a series of questions supporting the authorization. The text file is sent to the TPV IVR system. The TPV IVR system directs a series of scripted questions, corresponding to those already asked by the customer database manager, to the customer and records the responses as voice clips. The TPV management system presents the voice clips and the corresponding text file to a verifier through a voice data verification module. Verifications made by the verifier through the voice data verification module are monitored by a quality assurance processor within the TPV management system. The quality assurance processor targets suspect verifications and accelerates the input of test entries to the voice data verification module to confirm invalid verifications. Final verification status, when determined, is sent by the quality assurance processor to the customer database manager.
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Citations
18 Claims
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1. Telemarketing method comprising the steps of:
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establishing a first communications connection between a telemarketer and a customer;
receiving first information from the customer via the first communications connection in response to prompts from the telemarketer;
storing the first information received from the customer in a database; and
verifying the information received from the customer comprising the steps of;
establishing a second connection between the customer and an interactive voice response system;
prompting the customer with the interactive voice response system to input verifying information;
receiving and storing verifying information received from the customer in response to said step of prompting;
tagging the verifying information received from the customer with a tag for identification; and
retrieving the verifying information associated with the tag for use in verifying the first information stored in the database. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method of verifying information received from a customer via a telecommunications system comprising the steps of:
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establishing a voice connection between the customer and an interactive voice response system;
running a script with the interactive voice response system prompting an audible response from the customer;
tagging the voice response from the customer for later correlation the voice with the information from the customer being verified;
storing the tagged voice response from the customer;
retrieving the tagged voice response; and
verifying the information from the customer to be verified with the retrieved tagged voice response. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18)
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Specification