Method and system for scheduling a customer service callback

• US 7,761,323 B2
• Filed: 10/08/2003
• Issued: 07/20/2010
• Est. Priority Date: 10/08/2003
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Rafter, John, Artemieff, Suzanne, Rawle, Jerry David, Lewis, Donald C., Irwin, Mark
• Primary Examiner(s): Jeanty; Romain
• Application Number:
  US10/546,460
• Publication Number:
  US 20060167729A1
• Time in Patent Office: 2,477 Days
• Field of Search: 705/9
• US Class Current: 705/7.16
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group
• CPC Class Codes: G06Q 10/06375 Prediction of business process outcome or impact based on a proposed change
• CPC Class Codes: G06Q 10/1095 Meeting or appointment
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: G06Q 30/0202 Market predictions or forecasting for commercial activities

Abstract

A method and system for scheduling a callback time for customer service. The system calculates estimated handling resources for a customer interaction system (14) and forecasts a customer service transaction workload for the estimated handling resources of the customer interaction system (14). The system then determines the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload.

Claims

1. A method of scheduling a callback time for customer service, the method including:

calculating by a processor an estimated total amount of handling resources available during a future time interval for a customer interaction system;

forecasting in a processor a customer service transaction workload for the estimated handling resources of the customer interaction system, including determining expected values and confidence limits for forecasted transactions and forecasted handling times for the future time intervals;

determining the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload; and

wherein the calculating and the forecasting includes using a predetermined forecast time interval for the estimated handling resources and the customer service transaction workload, and the calculated estimate of handling resources is a mean number of resources scheduled which is corrected based on deviation between an actual mean number of available resources and the scheduled mean number of resources over recent past time intervals.

2. The method of claim 1, wherein the calculating of the estimated handling resources includes projecting resource availability based on times resources are scheduled.

3. The method of claim 1, wherein the calculating of the estimated handling resources includes determining net staffing at the callback time.

4. The method of claim 1, wherein the calculating of the estimated handling resources includes an apportionment of handling resources to specifically handle callbacks.

5. The method of claim 1, wherein the forecasting of the customer service transaction workload for the handling resources includes calculating periods of positive net staffing of resources.

6. The method of claim 5, wherein positive net staffing is if a current number of resources staffed exceeds a required number of resources staffed.

7. The method of claim 1, wherein the forecasting of the customer service transaction workload for the handling resources includes calculating periods of maximum net staffing of resources.

8. The method of claim 1, including setting a confidence level, wherein the confidence level is a probability that a length of time a customer would wait in queue is less than a wait for the scheduled callback time.

9. The method of claim 8, wherein determining the scheduled callback time includes using the confidence level and a probability distribution for the wait in the queue.

10. The method of claim 9, wherein the probability distribution for the wait in queue is based upon at least one of an analysis of customer service transaction forecasts, estimated handling resources, and historical data regarding actual wait times.

11. The method of claim 8, wherein a customer provides the confidence level.

12. The method of claim 1, further including:

offering the callback time for customer service to a customer; and

receiving and storing a decision by the customer to accept the offered callback time.

13. The method of claim 12, including receiving an alternate callback time from the customer.

14. The method of claim 13, including offering a new callback time based upon the received alternate callback time.

15. The method of claim 12, including scheduling and storing a callback time for customer service if the customer accepts the offered callback time.

16. The method of claim 12, including collecting customer contact information for the callback.

17. The method of claim 16, wherein the customer contact information includes a communications network address.

18. The method of claim 17, wherein the communications network address is an identifier associated with a telephone number obtained from an automatic number identification service.

19. The method of claim 17, wherein the communications network address is an identifier associated with an instant messaging service.

20. The method of claim 16, wherein after collecting the customer contact information, the callback information is verified with the customer.

21. The method of claim 1, including initiating a first callback on a media switch approximately at the scheduled time of the callback.

22. The method of claim 21, wherein the first callback is placed on an optimal media switch.

23. The method of claim 21, wherein the first callback is placed on the media switch that minimizes cost.

24. The method of claim 21, including reserving at approximately the scheduled time of the first callback resources for handling the first callback.

25. The method of claim 24, including verifying a customer'"'"'s identity if the first callback is answered.

26. The method of claim 25, including connecting the customer to the reserved resources after verifying the customer'"'"'s identity.

27. The method of claim 26, wherein after the verifying the customer identity, placing the customer in a queue for customer service.

28. The method of claim 27, wherein a customer in the queue has a priority ranking.

29. The method of claim 21, including scheduling a second callback if the customer does not respond to the first callback.

30. The method of claim 21, wherein the workload and available handling resources at approximately the scheduled time of a callback influence, the initiation time of the callback.

31. The method of claim 30, wherein a confidence level and probability distributions of workload and available handling resources at approximately the scheduled time of a callback, influence the initiation time of the callback.

32. The method of claim 1, further including:

receiving a customer service request; and

offering the callback time if an estimated wait time associated with servicing the customer service request equals or exceeds a configurable threshold value, and determining to not offer a callback option if the estimated wait time is less than the threshold.

33. The method of claim 32, including calculating the estimated wait time based upon customer service factors including at least one of, the number of calls in a service request queue, the number of currently scheduled callbacks or the projected resource availability.

34. The method of claim 33, wherein calculating the estimated wait time includes using a confidence wait time based upon a confidence level and a probability distribution.

35. The method of claim 34, wherein the probability distribution for the wait time is based on historical wait times.

36. The method of claim 32, including receiving the customer service request on a media switch through a communications network wherein the estimated wait time is calculated based on variability of available handling resources.

37. The method of claim 36, wherein the communications network is a public switched telephone network and the configurable threshold varies from time interval to time interval.

38. The method of claim 36, wherein the media switch is an automatic call distributor and the estimated wait time is calculated by performing a regression calculation of average time to advance during a recent past time period against handling resources available during the recent past time period.

39. The method of claim 36, wherein the communications network is a data network and the estimated wait time is computed as a confidence wait time which reflects increasing uncertainty and changes in wait time distribution as queue size increases.

40. The method of claim 36, wherein the media switch is a network server supporting instant messaging.

41. The method of claim 36, wherein the media switch is a network server supporting voice over Internet.

42. A system for scheduling a callback time for customer service, the system including:

a processor tracking module programmed to calculate estimated total handling resources available during a future time interval for a customer interaction system;

a processor forecasting module programmed to forecast a customer service transaction workload for the estimated handling resources of the customer interaction system, including determining expected values and confidence limits for forecasted transactions and forecasted handling times for the future time interval;

a processor callback module programmed to determine the callback time based upon the estimated handling resources and the forecasted customer service transaction workload; and

wherein the processor tracking module uses projected resource availability based on times resources are scheduled to calculate the estimated handling resources, and the calculated estimate of handling resources is a mean number of handling resources scheduled which is corrected based on deviation between an actual mean number of available resources and the scheduled mean number of resources over recent past time intervals.

43. The system of claim 42, wherein the tracking and forecasting module use a predetermined forecast time interval for the estimated handling resources and the customer service transaction workload.

44. The system of claim 42, wherein the callback module calculates net staffing in order to determine the callback time.

45. The system of claim 44, wherein positive net staffing is when a current number of resources staffed exceeds a required number resources staffed.

46. The system of claim 42, wherein the tracking module includes an apportionment of handling resources to specifically handle callbacks.

47. The system of claim 42, wherein the forecast module of the customer service transaction workload for the handling resources includes calculating periods of maximum net staffing.

48. The system of claim 42, wherein the callback module determines the callback time including setting a confidence level.

49. The system of claim 48, wherein the callback module sets a confidence level based upon a probability that a length of time a customer would wait in queue is less than a wait for the scheduled callback time.

50. The system of claim 49, wherein the determining the scheduled callback time includes using the confidence level and a calculated probability distribution for the wait in the queue.

51. The system of claim 50, wherein the probability distribution for the wait in queue is based upon at least one of an analysis of customer service transaction forecasts, estimated handling resources, and historical data regarding actual wait times.

52. The system of claim 48, wherein a customer provides the confidence level.

53. The system of claim 42, wherein the callback module offers the callback time for customer service to a customer and receives and stores a decision by the customer whether to accept the offered callback time.

54. The system of claim 53, wherein the callback module receives an alternate callback time from the customer.

55. The system of claim 54, wherein the callback module offers a new callback time based upon the receiving the alternate callback time.

56. The system of claim 53, including a scheduling module to schedule and store a callback time for customer service if the customer accepts the offered callback.

57. The system of claim 56, wherein the scheduling module collects customer contact information for the callback.

58. The system of claim 57, wherein the customer contact information includes a communications network address.

59. The system of claim 58, wherein the communications network address is a telephone number obtained from an automatic number identification service.

60. The system of claim 58, wherein the communications network address is an identifier associated with an instant messaging service.

61. The system of claim 56, wherein the scheduling module triggers the callback module to initiate a first callback on a media switch at approximately the scheduled time of the callback.

62. The system of claim 61, wherein the callback module places the first callback on an optimal media switch.

63. The system of claim 61, wherein the callback module places the first callback on the media switch that minimizes cost.

64. The system of claim 61, wherein the scheduling module at approximately the scheduled time of the first callback reserves resources for handling the first callback.

65. The system of claim 64, wherein the callback module verifies the customer identity if the first callback is answered.

66. The system of claim 65, wherein the callback module connects the customer to the reserved resources after verifying the customer'"'"'s identity.

67. The system of claim 65, wherein the callback module after verifying customer identity places the customer in a queue for customer service.

68. The system of claim 67, wherein the customer in the queue has a priority ranking.

69. The system of claim 61, wherein the scheduling module schedules a second callback if the customer does not respond to the first callback.

70. The system of claim 69, wherein the callback module accepts input from the customer for another callback time.

71. The system of claim 70, wherein the callback module offers a new callback time based upon the entered callback time, the estimated handling resources and the forecasted customer service transaction workload.

72. The system of claim 42, wherein prior to scheduling the callback time, the callback module receives a customer service request, calculates an estimated wait time associated with servicing the customer request, and offers the callback time if the estimated wait time associated with servicing the customer service request exceeds a configurable threshold value and determines to not offer a callback option if the estimated wait time is less than the threshold.

73. The system of claim 72, wherein the callback module calculates the estimated wait time based upon customer service factors including at least one of, the number of calls in a service request queue, the number of currently scheduled callbacks or the projected resource availability.

74. The system of claim 73, wherein the callback module calculates the estimated wait time using a confidence wait time based upon a confidence level and a probability distribution.

75. The system of claim 74, wherein the calculation of the probability distribution for the confidence wait time is based on historical wait times.

76. The system of claim 72, wherein the callback module receives the customer service request on a media switch through a communications network wherein the estimated wait time is calculated based on variability of available handling resources.

77. The system of claim 76, wherein the communications network is a public switched telephone network and the configurable threshold is varied from time interval to time interval.

78. The system of claim 76, wherein the media switch is an automatic call distributor and the estimated wait time is calculated by performing a regression calculation of average time to advance during a recent past time period against handling resources available during the recent past time period.

79. The system of claim 76, wherein the communications network is a data network and the estimated wait time is computed as a confidence wait time which reflects increasing uncertainty and change in wait time distribution as queue size increases.

80. The system of claim 76, wherein the media switch is a network server supporting instant messaging.

81. The system of claim 76, wherein the media switch is a network server supporting voice over Internet.

82. A machine readable medium storing a set of instructions that, when executed by a machine, cause the machine to:

calculate estimated total handling resources available during a future time interval for a customer interaction system;

forecast a customer service transaction workload for the estimated handling resources of the customer interaction system including determining expected values and confidence limits for forecasted transactions and forecasted handling times for the future time interval;

determine the callback time based upon the estimated handling resources and the forecasted customer service transaction workload;

wherein the calculating and the forecasting includes using a predetermined forecast time interval for the estimated total handling resources and the customer service transaction workload, and the calculated estimate of handling resources is a mean number of resources scheduled which is corrected based on deviation between an actual mean number of available resources and the scheduled mean number of resources over recent past time intervals.

83. A system to schedule a callback time for customer service, the system including:

a first means for calculating estimated total handling resources available during a future time interval for a customer interaction system;

a second means for forecasting a customer service transaction workload for the estimated handling resources of the customer interaction system including determining expected values and confidence limits for forecasted transactions and forecasted handling times;

a third means for determining the callback time based upon the estimated handling resources and the forecasted customer service transaction workload; and

wherein the means for calculating uses projected resource availability based on times resources are scheduled to calculate the estimated handling resources, and the calculated estimate of handling resources is a mean number of handling resources scheduled which is corrected based on deviation between an actual mean number of available resources and the scheduled mean number of resources over recent past time intervals.