Call processing system

• US 7,593,521 B2
• Filed: 12/16/2005
• Issued: 09/22/2009
• Est. Priority Date: 06/13/2003
• Status: Active Grant

• Current Assignee: Assurant Incorporated
• Original Assignee: Assurant Incorporated
• Inventors: Thompson, Charles, McMillan, Glenn, Becerra, Manuel
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US11/305,058
• Publication Number:
  US 20060093123A1
• Time in Patent Office: 1,376 Days
• Field of Search: 379/265.02, 379/265.12
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A system that is configured for determining the value of one or at least one incoming call and routing the call for processing based on this determined value. In one embodiment, the system routes very low value calls to an automated system for processing, and directs all other calls to human operators for processing. In another embodiment, the system assigns at least one agent to one or more of a plurality of groups of agents based on the agent'"'"'s past performance in executing a particular task. For example, the highest performing agents at handling a particular type of call are assigned to a first group, and the second highest performing agents at handling this type of call are assigned to a second group. In one embodiment, the most important calls are routed to the first, “highest performing” group for processing, and less important calls are routed to the second group for processing.

Claims

1. A call processing system that is configured for handling a call associated with a particular customer who is calling to cancel a particular service, said call processing system being configured for:

generating an estimate of a predicted value that would be derived from said particular customer if an agent is successful in persuading said customer not to cancel said particular service;

based at least in part on said estimate of said predicted value, determining which particular one of a plurality of agent groups should handle said call; and

in response to determining that said particular agent group should handle said call, routing said call to said particular agent group for processing, wherein;

at least one particular agent within said particular agent group has been assigned to said particular agent group based, at least in part, on said particular agent'"'"'s past performance in persuading customers not to cancel one or more services.

2. The call processing system of claim 1, wherein:

said call processing system is adapted for determining which specific agent within said particular agent group is best suited to handle said call; and

routing said call to said specific agent for handling.

3. The call processing system of claim 1, wherein said call is an incoming call.

4. The call processing system of claim 1, wherein said call is an outgoing call.

5. The call processing system of claim 1, wherein said particular agent group comprises a plurality of agents.

6. A call processing system that is configured for handling a call associated with a particular customer who is calling to cancel a first particular service, said call processing system being configured for:

generating an estimate of a predicted value that would be derived from said particular customer if an agent is successful in selling a second particular service to said customer;

based at least in part on said estimate of said predicted value, determining which particular one of a plurality of agent groups should handle said call; and

in response to determining that said particular agent group should handle said call, routing said call to said particular agent group for processing, wherein;

at least one particular agent within said particular agent group has been assigned to said particular agent group based, at least in part, on said particular agent'"'"'s past performance in selling one or more services.

7. The call processing system of claim 6, wherein at least one particular agent within said particular agent group has been assigned to said particular agent group based, at least in part, on a sales revenue rate associated with said particular agent.

8. The call processing system of claim 6, wherein:

said call processing system is adapted for determining which specific agent within said particular agent group is best suited to handle said call; and

routing said call to said specific agent for handling.

9. The call processing system of claim 6, wherein said step of generating an estimate comprises generating an estimate of a predicted value that would be derived from said particular customer if an agent is successful in cross-selling a second particular service to said customer;

and

at least one particular agent within said particular agent group has been assigned to said agent group based, at least in part, on said particular agent'"'"'s past performance in cross-selling one or more services.

10. The call processing system of claim 6, wherein said call is an incoming call.

11. The call processing system of claim 6, wherein said call is an outgoing call.

12. The call processing system of claim 6, wherein said particular agent group comprises a plurality of agents.

13. A call processing system that is configured for:

assessing a degree of estimated value of a call that is associated with a particular customer;

calculating an estimated impact that an agent successfully performing one or more particular tasks in conjunction with said call would have on a value of an account associated with said call;

determining which particular one of a plurality of groups of agents should handle said call based on said estimated impact; and

in response to determining that said particular group of agents should handle said call, routing said call to said particular group of agents for handling, wherein said call processing system is fun her configured for;

receiving a particular call;

determining whether said a particular call is of a first level of estimated value or a second level of estimated value;

in response to determining that said particular call is of said first level of estimated value;

placing said particular call into a queue to be handled by a first group of agents; and

in response to said particular call remaining in said queue longer than a pre-determined period of time, routing said particular call to a second group of agents for handling; and

in response to determining that said particular call is of said second level of estimated value, routing said particular call to said second group of agents for handling.

14. The call processing system of claim 13, wherein said first group of agents comprises a plurality of agents.

15. The call processing system of claim 13, wherein said second group of agents comprises a plurality of agents.

16. The call processing system of claim 13, wherein said one or more particular tasks comprises persuading a customer not to cancel a service.

17. The call processing system of claim 13, wherein said one or more particular tasks comprises persuading a customer to purchase a product or service.

18. A call processing system that is configured for:

assessing a degree of estimated value of a call that is associated with a particular customer;

calculating an estimated impact that an agent successfully performing one or more particular tasks in conjunction with said call would have on a value of an account associated with said call;

determining which particular one of a plurality of groups of agents should handle said call based on said estimated impact; and

in response to determining that said particular group of agents should handle said call, routing said call to said particular group of agents for handling, wherein;

said plurality of groups of agents comprises at least a first group of agents and a second group of agents;

at least a first particular agent within said first group of agents has been assigned to said first group of agents based, at least in part, on a sales revenue rate associated with said first particular agent; and

at least a second particular agent within said second group of agents has been assigned to said second group of agents based, at least in part, on a sales revenue rate associated with said second particular agent.

19. The call processing system of claim 18, wherein said one or more particular tasks comprises persuading a customer to purchase a product or service.

20. The call processing system of claim 18, wherein said first and second groups of agents each comprise a plurality of agents.

21. A call processing system that is configured for:

assessing a degree of estimated value of a call that is associated with a particular customer;

calculating an estimated impact that an agent successfully performing one or more particular tasks in conjunction with said call would have on a value of an account associated with said call;

determining which particular one of a plurality of groups of agents should handle said call based on said estimated impact; and

in response to determining that said particular group of agents should handle said call, routing said call to said particular group of agents for handling, wherein;

said plurality of groups of agents comprises at least a first group of agents and a second group of agents;

at least a first particular agent within said first group of agents has been assigned to said first group of agents based, at least in part, on a saved revenue rate associated with said first particular agent; and

at least a second particular agent within said second group of agents has been assigned to said second group of agents based, at least in part, on a saved revenue rate associated with said second particular agent.

22. The call processing system of claim 21, wherein said one or more particular tasks comprises persuading a customer not to cancel a service.

23. The call processing system of claim 21, wherein said first and second groups of agents each comprise a plurality of agents.

24. A call processing system that is configured for:

assessing a degree of estimated value of a call that is associated with a particular customer;

calculating an estimated impact that an agent successfully performing one or more particular tasks in conjunction with said call would have on a value of an account associated with said call;

determining which particular one of a plurality of groups of agents should handle said call based on said estimated impact; and

in response to determining that said particular group of agents should handle said call, routing said call to said particular group of agents for handling, wherein;

said call is being made by said particular customer to cancel a particular service; and

said one or more particular tasks comprises convincing said particular customer not to cancel said particular service.

25. The call processing system of claim 24, wherein:

said plurality of groups of agents comprises at least a first group of agents and a second group of agents;

said call processing system has assigned at least a first particular agent to said first group of agents based, at least in part, on said first particular agent'"'"'s ability to convince customers not to cancel one or more services, as demonstrated at least in part by said first particular agent'"'"'s past performance in convincing one or more customers not to cancel one or more services; and

said call processing system has assigned at least a second particular agent to said second group of agents based, at least in part, on said second particular agent'"'"'s ability to convince customers not to cancel one or more services, as demonstrated at least in part by said second particular agent'"'"'s past performance in convincing one or more customers not to cancel one or more services.

26. The call processing system of claim 25, wherein:

said call processing system has assigned said first particular agent to said first group of agents based, at least in part, on a saved revenue rate associated with said first particular agent; and

said call processing system has assigned said second particular agent to said second group of agents based on a saved revenue rate associated with said second particular agent.

27. The call processing system of claim 26, wherein:

said call processing system has assigned said first particular agent to said first group of agents based, at least in part, on a saved revenue value associated with said first particular agent; and

said call processing system has assigned said second particular agent to said second group of agents based, at least in part, on a saved revenue value associated with said second particular agent.

28. The call processing system of claim 27, wherein:

said call processing system has assigned said first particular agent to said first group of agents based, at least in part, on a persistency rate associated with said first particular agent; and

said call processing system has assigned said second particular agent to said second group of agents based, at least in part, on a persistency rate associated with said second particular agent.

29. The call processing system of claim 24, wherein:

said plurality of groups of agents comprises at least a first group of agents and a second group of agents;

at least a first particular agent within said first group of agents has been assigned to said first group of agents based, at least in part, on a saved revenue value associated with said first particular agent; and

at least a second particular agent within said second group of agents has been assigned to said second group of agents based, at least in part, on a saved revenue value associated with said second particular agent.

30. The call processing system of claim 24, wherein:

said call processing system has assigned said first particular agent to said first group of agents based, at least in part, on a persistency rate associated with said first particular agent; and

said call processing system has assigned said second particular agent to said second group of agents based, at least in part, on a persistency rate associated with said second particular agent.

31. The call processing system of claim 24, wherein said particular group of agents comprises a plurality of agents.

32. A call processing system that is configured for:

assessing a degree of estimated value of a call that is associated with a particular customer;

calculating an estimated impact that an agent successfully performing one or more particular tasks in conjunction with said call would have on a value of an account associated with said call;

determining which particular one of a plurality of groups of agents should handle said call based on said estimated impact; and

in response to determining that said particular group of agents should handle said call, routing said call to said particular group of agents for handling, wherein;

said one or more particular tasks comprises cross-selling a service;

said plurality of groups of agents comprises at least a first group of agents and a second group of agents;

at least a first particular agent within said first group of agents has been assigned to said first group of agents based, at least in part, on said first particular agent'"'"'s ability to cross-sell one or more services, as demonstrated at least in part by said first particular agent'"'"'s past performance in cross-selling one or more services; and

at least a second particular agent within said second group of agents has been assigned to said second group of agents based, at least in part, on said second particular agent'"'"'s ability to cross-sell one or more services, as demonstrated at least in part by said second particular agent'"'"'s past performance in cross-selling one or more services.