System and method for increasing completion of training

• US 7,174,010 B2
• Filed: 09/20/2002
• Issued: 02/06/2007
• Est. Priority Date: 11/05/2001
• Status: Active Grant

• Current Assignee: Intradiem Inc.
• Original Assignee: Knowlagent Incorporated
• Inventors: McConnell, Matthew G. A., McIIwaine, John C. C., Ramlogan, Surj
• Primary Examiner(s): Chan; Wing
• Assistant Examiner(s): Nguyen; Quynh H.
• Application Number:
  US10/251,320
• Publication Number:
  US 20030086555A1
• Time in Patent Office: 1,600 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.05, 379/266.07, 434/320, 434/321, 434/322, 434/323
• US Class Current: 379/265.01
• CPC Class Codes: G06Q 10/04 Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" market predictions or forecasting for commercial activities G06Q30/0202
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to improve their skills. Training breaks are scheduled at various times throughout the day that can depend on the workload of the call center. However, often times the agents are unable to receive or complete their training during the scheduled training break due to unexpected work loads and other interruptions. The present invention enables monitoring and recording of whether training is received and completed during a training break. If the training was not completed, the training break is stored and rescheduled for a later time. The invention also facilitates completion of missed training breaks by providing spontaneous training breaks during periods of unexpectedly lower workload at the call center.

Claims

1. In association with a computer system for managing a call center comprising a communications network, a method for improving completion of training for call center agents comprising the steps of:

receiving a time slot for scheduling a training break;

selecting the training break from a list of pending training breaks;

determining whether one of the agents is available for receiving the selected training break during the time slot;

if the agent is available, delivering the selected training break to the agent;

monitoring whether the selected training break is completed; and

if not completed, storing the selected training break for rescheduling, and

if completed, removing the selected training break from the list of pending training breaks,

wherein storing the selected training break comprises;

determining whether a predefined condition exists in the call center;

if the predefined condition is determined to exist, interrupting the selected training break;

storing the interrupted training break; and

rescheduling the interrupted training break based on predicted workload.

2. The method of claim 1, further comprising the step of identifying a specific agent for receiving the selected training break based on agent need.

3. The method of claim 1, wherein the receiving step further comprises receiving the time slot from a workforce management system that determines the time slot based on data from an automated call distribution system, and

where the method further comprises the step of compiling the list of pending training breaks from newly designated training breaks and rescheduled training breaks.

4. The method of claim 1, further comprising the step of flagging the selected training break to indicate attempted delivery.

5. The method of claim 1, wherein the step of determining whether one of the agents is available further comprises evaluating a predicted workload of the call center.

6. The method of claim 1, further comprising the step of querying the agent to determine whether the agent desires delivery of the selected training break.

7. The method of claim 1, further comprising the step of storing whether the selected training break is completed in a work force management component.

17. The method of claim 6, further comprising the step of, in response to the workload increasing above the second threshold, storing at least a portion of the sent training content for review during the second break.

18. The method of claim 6, further comprising the step of

in response to the workload increasing above the second threshold, storing at least a portion of the sent training content.

19. The method of claim 6, further comprising the step of prioritizing pending training breaks according to the length of time they have been pending.

20. The method of claim 6, further comprising the step of prioritizing pending training breaks according to the number of training breaks the agent has completed.

21. The method of claim 6, further comprising the step of querying the agent to determine whether to deliver the training break.

8. A computer-implemented method for improving completion rates of training scheduled for agents of a call center, comprising the steps of:

monitoring a workload volume of the call center;

if the monitored workload volume meets a first predetermined criterion, selecting a training break from a list of pending training breaks to send to an agent of the call center and initiating delivery of the selected training break to the agent;

if the monitored workload volume meets a second predetermined criterion while delivery of the selected training break is ongoing, suspending delivery of the initiated training break;

scheduling delivery of the suspended training break;

monitoring whether a threshold amount of the training break is completed, wherein the threshold amount of the training break is less that the full training break;

if the threshold amount is not completed, marking the training break as incomplete; and

if the threshold amount is completed, removing the training break from the list of pending training breaks.

9. The method of claim 8, further comprising the step of prioritizing pending training breaks according to the length of time they have been pending.

10. The method of claim 8, further comprising the step of prioritizing pending training breaks according to the number of training breaks an agent has completed.

11. The method of claim 8, wherein at least one of the first predetermined criterion and the second predetermined criterion comprises a workload threshold.

12. The method of claim 8, further comprising the step of querying the agent to determine whether to deliver the training break.

13. The method of claim 8, further comprising the step of transmitting whether the training break is completed to a workforce management component.

14. The method of claim 8, wherein scheduling delivery of the suspended training break comprises scheduling based on information from a workforce management system that receives workload volume data of the call center from an automatic call distribution system.

15. The method of claim 8, wherein the monitored workload volume comprises workload of the agent.

16. In association with a computer system for managing a call center comprising a communications network, a method for improving completion of training for call center agents comprising the steps of:

monitoring workload volume for the call center;

if workload volume is below a first threshold, sending training content to an identified agent for review during a first break; and

if workload volume increases above a second threshold while the agent is reviewing the sent training content, interrupting review of the sent training content during, the first break and scheduling a second break for the agent to continue reviewing the sent training content.

22. The method of claim 16, further comprising the step of transmitting whether the review of the training content is completed to a workforce management component.

23. The method of claim 16, wherein the first threshold is essentially equal to the second threshold.

24. The method of claim 16, further comprising the step of

in response to the workload volume increasing above the second threshold, using scheduling information provided by a workforce management component to schedule the second break,

wherein the workforce management component has produced the scheduling information using data provided by an automatic call distribution component.