System and method for integrated customer management

• US 7,406,426 B1
• Filed: 08/17/2006
• Issued: 07/29/2008
• Est. Priority Date: 12/30/1999
• Status: Expired due to Term

• Current Assignee: JP Morgan Chase & Co
• Original Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Inventors: Pletz, Tracy, Callahan, William T.
• Primary Examiner(s): ELISCA, PIERRE E
• Application Number:
  US11/505,530
• Time in Patent Office: 712 Days
• Field of Search: 705/1, 705/9
• US Class Current: 708/9
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0241 Advertisements
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• 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 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: Y10S 707/99931 Database or file accessing

Abstract

An automated system and method for customer management deploys customer databases to profile customer service requests for distribution to appropriately assigned agent representatives. The representatives adopt particular roles according to customer care volume, inquiry type, time of day and other customer management needs. Consumer profiles may be accessed in real time to combine customer care events with cross-selling and other promotions related to the consumer'"'"'s transaction history and other factors.

Claims

1. A call processing system that is configured for:

receiving information related to an incoming call that relates to cancellation of a service or change of the service to a particular product or a new service; and

determining how to route the incoming call based on the received information, wherein determining how to route the incoming call comprises assessing a priority of the incoming call and assigning a priority value indicative of the assessed priority to the incoming call, wherein the determination of how to route the incoming call is related to the priority value, wherein determining how to route the incoming call further comprises assessing whether an account associated with the incoming call is likely to be profitable in the future or is not likely to be profitable in the future

wherein the incoming call is routed to a group of customer service representatives if the account associated with the incoming call is likely to be profitable in the future, wherein at least one of the individual customer service representatives within the group is assigned to the group based on one or more of the individual customer service representative'"'"'s talent for performing one or more particular tasks,

wherein the system is further configured for measuring an individual customer service representative'"'"'s talent to perform the one or more particular tasks based on one or more of the individual customer service representative'"'"'s saved revenue rate performance, the individual customer service representative'"'"'s sales rate performance, the individual customer service representative'"'"'s sold revenue rate performance or the individual customer service representative'"'"'s persistency rating.

2. The call processing system of claim 1, wherein the tasks relate to persuading customers to retain the service or to persuading customers to replace the service with a particular product or a new service.

3. The call processing system of claim 2, wherein the system is configured for measuring an individual customer service representative'"'"'s talent to persuade customers to retain a service or to replace the service with a particular product or a new service based on one or more of data comprising the length of time that one or more customers retained a service after speaking with the individual customer service representative, the individual customer service representative'"'"'s save rate for one or more days, the individual customer service representative'"'"'s revenue value for one or more days or the number of customers that are persuaded by the individual customer service representative to replace the service with a particular product or a new service for one or more days.

4. The call processing system of claim 1, wherein the service comprises an insurance policy, a debt cancellation contract, a debt protection contract or a data deferment contract.

5. The call processing system of claim 1, wherein a caller associated with the incoming call is allowed to cancel or change the service without the assistance of a customer service representative.