Method for operating a call-centre
First Claim
1. A method for operating a call center, wherein incoming external telephone calls by callers are automatically distributed to terminals to be answered by call center agents, comprising the process steps:
- connecting an external call to a free terminal of an agent;
forwarding the call to a separate hold line, if an acoustic pause occurs, the length of which either the agent no longer wants to tolerate or which is no longer accepted by the call center system;
storing a message created by the agent concerning content of the call between the caller and the agent at the same time or shortly before the call is forwarded;
automatically assigning the stored message to the existing connection;
renewing connection of the held call to a free terminal of an agent after the caller is ready to continue the call; and
playing the stored message assigned to the held connection at the agent'"'"'s terminal in such a way that the message is audible only for the agent.
1 Assignment
0 Petitions
Accused Products
Abstract
In a call-centre, external telephone calls form customers are distributed to terminals so that they can be answered by agents. The invention relates to a method for operating a call-centre, wherein an external call is initially connected to a free terminal. If an interruption in the conversation occurs, a message recorded by the agent is stored and the connection is allocated automatically. The call is transferred to a separate waiting line. The caller can initialise a new connection to a free terminal i.e. to the same terminal or to a different agent. During the new connection, the message belonging to the waiting connection is automatically played back, whereby the interrupted conversation with the client can be continued in a problem free manner. The inventive method increases the productivity of the call-centres without changing the high level of service.
8 Citations
5 Claims
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1. A method for operating a call center, wherein incoming external telephone calls by callers are automatically distributed to terminals to be answered by call center agents, comprising the process steps:
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connecting an external call to a free terminal of an agent; forwarding the call to a separate hold line, if an acoustic pause occurs, the length of which either the agent no longer wants to tolerate or which is no longer accepted by the call center system; storing a message created by the agent concerning content of the call between the caller and the agent at the same time or shortly before the call is forwarded; automatically assigning the stored message to the existing connection; renewing connection of the held call to a free terminal of an agent after the caller is ready to continue the call; and playing the stored message assigned to the held connection at the agent'"'"'s terminal in such a way that the message is audible only for the agent. - View Dependent Claims (2, 3, 4, 5)
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Specification