Real-time client survey systems and methods

• US 7,609,832 B2
• Filed: 11/06/2003
• Issued: 10/27/2009
• Est. Priority Date: 11/06/2003
• Status: Active Grant

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Kreiner, Barrett, Perrella, Ronald, Slemmer, John
• Primary Examiner(s): Al Aubaidi; Rasha S
• Application Number:
  US10/702,329
• Publication Number:
  US 20050100158A1
• Time in Patent Office: 2,182 Days
• Field of Search: 379/265.02, 379/212.01
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A system and method is provided that includes an automatic call distribution system adapted to communicate over a network and includes a first software control module. The automatic call distribution system is configured to route incoming calls received from the network to a call agent station in communication therewith based on the availability of call agent station. The system provides an interactive voice response system in communication with the automatic call distribution system for administering a survey to a client in communication with the call agent station. Under the control of the first software control module, the automatic call distribution system routes the incoming call from the call agent station to the interactive voice response system for administering the survey to the client.

Claims

1. A system, comprising:

an automatic call distribution system adapted to communicate over a network, wherein the automatic call distribution system comprises a first software control module, and wherein the automatic call distribution system is configured to route incoming calls received from the network;

a call agent station in communication with the automatic call distribution system, wherein the call agent station is configured to receive incoming calls routed from the automatic call distribution system based on the availability of call agent station;

an interactive voice response system in communication with the automatic call distribution system, wherein the interactive voice response system is configured to administer a survey to a client in communication with the call agent station, and wherein, under the control of the first software control module, the automatic call distribution system routes the incoming call from the call agent station to the interactive voice response system for administering the survey to the client, the survey prompting the client to provide information about aspects of services received; and

a web server accessible by the client over the Internet, the web server providing online assistance to the client while the client is completing the survey administered by the interactive voice response system;

wherein results of a previously administered survey are associated with the call agent position, the association used to identify the previously administered survey and the corresponding call agent;

wherein upon receiving a second call from the client;

if results of the previously administered survey are positive with respect to client satisfaction of the services received from the call agent, the second call is routed to the call agent; and

if results of the previously administered survey are negative with respect to client satisfaction of the services received from the call agent, the second call is routed to different call agent.

2. The system of claim 1, wherein the interactive voice response system is adapted for receiving survey responses in touch-tone format.

3. The system of claim 1, further comprising a database in communication with the automatic call distribution system.

4. The system of claim 2, wherein survey responses are stored in the database.

5. The system of claim 2, wherein survey responses are associated with the client.

6. The system of claim 2, wherein the survey responses are associated with the call agent station.

7. The system of claim 1, further comprising a supervisor station in communication with the automatic call distribution system, wherein a supervisor at the supervisor station makes incoming call routing decisions based on the results of the survey.

8. The system of claim 1, further comprising a second software control module for controlling one or more aspects of survey response data management and associating the survey response data with the client.

9. A system, comprising:

an automatic call distribution system adapted to communicate over a first network and a second network, wherein the automatic call distribution system comprises a first software control module, and wherein the automatic call distribution system is configured to route incoming messages received from the first network and is configured to route incoming calls received from the second network;

a server in communication with the automatic call distribution system, wherein the server is adapted for receiving the incoming messages from the first network;

a call agent station in communication with the automatic call distribution system, wherein the call agent station is configured to receive the incoming messages and incoming calls routed from the automatic call distribution system based on the availability of the call agent station;

an interactive voice response system in communication with the automatic call distribution system, wherein the interactive voice response system is configured to administer a survey to a client in communication with the call agent station through the first and second networks, and wherein under the control of the first software control module, the automatic call distribution system routes the incoming call from the second network to the interactive voice response system for administering the survey to the client, the survey prompting the client to provide information about aspects of services received; and

a web server accessible by the client over the Internet, the web server providing online assistance to the client while the client is completing the survey administered by the interactive voice response system;

wherein results of a previously administered survey are associated with the call agent position, the association used to identify the previously administered survey and the corresponding agent;

wherein upon receiving a second call from the client;

if results of the previously administered survey are positive with respect to client satisfaction of the services received from the call agent, the second call is routed to the call agent; and

if results of the previously administered survey are negative with respect to client satisfaction of the services received from the call agent, the second call is routed to a different call agent.

10. The system of claim 9, wherein the first network is the Internet.

11. The system of claim 9, wherein the second network is a telephone network.

12. The system of claim 9, wherein the call agent station further comprises an Internet Protocol telephone.

13. The system of claim 9, further comprising a second software control module for controlling one or more aspects of survey response data management and associating the survey response data with the client.

14. The system of claim 9, further comprising a database for storing information associated with any one of the survey, the client, and the call agent station.

15. A method of conducting a survey with a client, comprising:

initiating a call with a call center by the client;

at the call center, routing the call to a call agent;

routing the call from the call agent to an interactive voice response system;

conducting a survey with the client through the interactive voice response system, wherein the interactive voice response system presents survey questions to the client, the survey prompting the client to provide information about aspects of services received; and

providing the client access to a web server over the Internet, the web server providing online assistance to the client while the client is completing the survey administered by the interactive voice response system;

wherein results of a previously administered survey are associated with the call agent position, the association used to identify the previously administered survey and the corresponding agent;

wherein upon receiving a second call from the client;

if results of the previously administered survey are positive with respect to client satisfaction of the services received from the call agent, routing the second call to the call agent; and

if results of the previously administered survey are negative with respect to client satisfaction of the services received from the call agent, routing the second call to a different call agent.

16. The method of claim 15, further comprising:

initiating a transaction between the client and the call agent; and

routing the call from the call agent to the interactive voice response system upon termination of the transaction with the call agent.

17. The method of claim 15, further comprising:

receiving responses to the survey questions via touch tone telephone format; and

storing the responses in a database.

18. The method of claim 17, further comprising:

analyzing the responses; and

adjusting routing traffic in the call center according to the analysis.

19. The method of claim 15, further comprising associating the responses according to a client identification number.

20. The method of claim 19, further comprising associating the responses according to a call agent station identification number.