Scheduled return to queue with priority (SRQP)

• US 7,274,787 B1
• Filed: 12/20/2002
• Issued: 09/25/2007
• Est. Priority Date: 08/16/2002
• Status: Expired due to Term

• Current Assignee: Intervoice Incorporated
• Original Assignee: Intervoice Incorporated
• Inventors: Schoeneberger, Carl
• Primary Examiner(s): Matar; Ahmad F.
• Assistant Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US10/327,348
• Time in Patent Office: 1,740 Days
• Field of Search: 379/309, 379/265.01, 379/266.06, 379/210.01, 379/266.03, 379/265.13, 379/265.02, 379/210.02, 370/252, 370/352
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/5231 with call back arrangements

Abstract

A system and method of distributing contact volume in a contact center when the volume of incoming calls greatly exceeds the number of agents currently answering calls. In an embodiment of the invention, the caller calling in at such a peak time is notified of the relatively long wait time to speak to an agent. The caller is then prompted as to whether he or she wishes to hold or accept a later callback time to receive immediate service. By accepting a later callback, the caller may access the contact center at a later time by dialing a unique telephone number or by entering a unique code when dialing the main line. This scheduled return to queue with priority system and method seeks to essentially eliminate high call volume times by redistributing those calls to times when the agent volume exceeds the incoming call volume, thus ultimately decreasing call center staffing costs.

Claims

1. A method of distributing contact volume in a contact center, comprising the steps of:

a. calculating a callback time with a distribution algorithm, wherein the distribution algorithm is a function of an established staffing capacity and anticipated new call levels without requiring adjusting staffing capacity for peak times until substantially all available staffing capacity is consumed;

b. verifying that the callback time is acceptable to a contact;

c. assigning a callback code to the contact;

d. disconnecting the contact from the contact center; and

e. providing priority service to the contact when the contact, reconnects to the contact center, and enters the callback code at the verified callback time.

2. The method as claimed in claim 1 further comprising notifying the contact of a significant hold time when the contact enters the contact center having the significant hold time.

3. The method as claimed in claim 1 wherein when the contact does not wish to be assigned the callback code, the contact will hold for the significant hold time until service is provided.

4. The method as claimed in claim 1 wherein the verifying step also includes negotiating a suggested callback time when the calculating step provides an unacceptable callback time.

5. The method as claimed in claim 4 wherein the verifying step also includes recalculating the callback time with the distribution algorithm and the suggested callback time.

6. The method as claimed in claim 5 wherein the verifying step also includes reverifying that the callback time is acceptable to the contact.

7. The method as claimed in claim 1 wherein the contact re-enters the contact center using the callback code.

8. The method as claimed in claim 1 wherein priority service is relative to the significant hold time.

9. The method as claimed in claim 1 wherein the significant hold time is a predetermined value.

10. The method as claimed in claim 1 wherein the distribution algorithm assigns the contact the callback time based on a set of predicted call volume data.

11. A system for managing a queue and distributing contact volume in a contact center, comprising:

a. means for calculating a callback time with a distribution algorithm, wherein the distribution algorithm is a function of an established staffing capacity and anticipated new call levels without requiring adjusting staffing capacity for peak times until substantially all available staffing capacity is consumed;

b. means for verifying that the callback time is acceptable to a contact;

c. means for assigning a callback code to the contact;

d. means for disconnecting the contact from the contact center; and

e. means for providing priority immediate service to the contact when the contact, reconnects to the contact center, and enters the callback code at the verified callback time.

12. The system as claimed in claim 11 further comprising means for notifying the contact of a significant hold time when the contact enters the contact center having the significant hold time.

13. The system as claimed in claim 11 wherein when the contact does not wish to be assigned the callback code, the contact will hold for the significant hold time until service is provided.

14. The system as claimed in claim 11 wherein the verifying means also includes means for negotiating a suggested callback time when the calculating means provides an unacceptable callback time.

15. The system as claimed in claim 14 wherein the verifying means also includes means for recalculating the callback time with the distribution algorithm and the suggested callback time.

16. The system as claimed in claim 15 wherein the verifying means also includes means for reverifying that the callback time is acceptable to the contact.

17. The system as claimed in claim 11 wherein the contact re-enters the contact center using the callback code.

18. The system as claimed in claim 11 wherein priority service is relative to the significant hold time.

19. The system as claimed in claim 11 wherein the significant hold time is a predetermined value.

20. The system as claimed in claim 11 wherein the distribution algorithm assigns the contact the callback time based on a set of predicted call volume data.

21. An article of manufacture comprising a computer readable medium bearing program code embodied therein for use with a computer, the computer program code including:

a. means for calculating a callback time with a distribution algorithm, wherein the distribution algorithm is a function of an established staffing capacity and anticipated new call levels without requiring adjusting staffing capacity for peak times until substantially all available staffing capacity is consumed;

b. means for verifying that the callback time is acceptable to a contact;

c. means for assigning a callback code to the contact;

d. means for disconnecting the contact from the callback center contact center; and

e. means for providing priority immediate service to the contact when the contact, reconnects to the contact center, and enters the callback code at the verified callback time.

22. The article of manufacture as claimed in claim 21 further comprising means for notifying the contact of a significant hold time when the contact enters the contact center having the significant hold time.

23. The article of manufacture as claimed in claim 21 wherein when the contact does not wish to be assigned the callback code, the contact will hold for the significant hold time until service is provided.

24. The article of manufacture as claimed in claim 21 wherein the verifying means also includes means for negotiating a suggested callback time when the calculating means provides an unacceptable callback time.

25. The article of manufacture as claimed in claim 24 wherein the verifying means also includes means for recalculating the callback time with the distribution algorithm and the suggested callback time.

26. The article of manufacture as claimed in claim 25 wherein the verifying means also includes means for reverifying that the callback time is acceptable to the contact.

27. The article of manufacture as claimed in claim 21 wherein the contact re-enters the contact center using the callback code.

28. The article of manufacture as claimed in claim 21 wherein priority service is relative to the significant hold time.

29. The article of manufacture as claimed in claim 21 wherein the significant hold time is a predetermined value.

30. The article of manufacture as claimed in claim 21 wherein the distribution algorithm assigns the contact the callback time based on a set of predicted call volume data.