Optimal call speed for call center agents

• US 7,864,944 B2
• Filed: 11/29/2005
• Issued: 01/04/2011
• Est. Priority Date: 11/29/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Chahrouri, Gebran George, Kumar, Sanjeev, Khouri, Joseph F., Jain, Mukul, Patel, Labhesh
• Primary Examiner(s): Matar; Ahmad F
• Assistant Examiner(s): SHAH, ANTIM G
• Application Number:
  US11/288,574
• Publication Number:
  US 20070121893A1
• Time in Patent Office: 1,862 Days
• Field of Search: 379/88.01, 379/88.04, 379/265.01, 379/265.02, 379/265.07, 379/265.12, 379/267
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• 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 3/5233 Operator skill based call distribution

Abstract

A system and method for handling a call from a caller to a call center includes an automatic call distributor (ACD) to receive the call and to route the call to an agent. A module operates to compute a rate of speech of the caller, and a display graphically displays the rate of speech of the caller to the agent during the call session. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

Claims

1. A system for handling a call from a caller to a call center comprising:

an automatic call distributor (ACD) to receive the call and to route the call to an agent; and

a module that operates to compute a first rate of speech of the caller and to compute a current rate of speech of the agent;

a display to visually display the first rate of speech of the caller to the agent versus the current rate of speech of the agent, thereby enabling the agent to modify the current rate of speech to more closely match the first rate of speech.

2. The system of claim 1 wherein the module computes the first rate of speech of the caller from a media stream of the call received by the ACD.

3. The system of claim 1 wherein the ACD includes an interactive voice response (IVR) system that prompts the caller to select an optimal rate of speech, the optimal rate of speech being displayed to the agent on the display.

4. The system of claim 1 wherein the display comprises a graphical user interface (GUI) of a computer associated with the agent, the GUI including a feedback indicator field that graphically displays the first rate of speech of the caller versus the current rate of speech of the agent.

5. The system of claim 1 further comprising:

a database coupled with the ACD to store the first rate of speech of the caller computed by the module.

6. A system for servicing a call from a caller to a contact center comprising:

an automatic call distributor (ACD) to receive the call and to route the call to one of a plurality of agents; and

a memory, coupled with the ACD, that stores a rate of speech for each of the plurality of agents, the memory also storing information associated with the caller that includes an optimal listening speed (OLS) of the caller, the ACD operates to route the call to the one of the plurality of agents by accessing the memory and matching the OLS of the caller to the rate of speech of the one of the agents;

a module that operates to compute a new OLS from a current conversation of the caller and to update the new OLS dynamically as the current conversation progresses; and

a display that provides a visual indication to the one of the agents of whether to speak faster or slower to better match the new OLS.

7. The system of claim 6 wherein the rate of speech for each of the plurality of agents comprises a range of speaking rates.

8. The system of claim 6 wherein the visual indication includes a feedback indicator field that graphically display the new OLS of the caller versus the rate of speech of the one of the agents.

9. The system of claim 8 wherein the visual indication includes a text display that indicates how the one of the agents should alter their speech.

10. A computer-automated method of servicing a caller at a call center comprising:

prompting the caller to select an optimal listening speed (OLS) for a call session;

selecting an agent for the call session from a group of agents having a rate of speech that is substantially matched to the OLS;

computing a current rate of speech of the agent; and

displaying the OLS to the agent versus the current rate of speech of the agent in a visual indication field during the call session, thereby enabling the agent to modify the current rate of speech to more closely match the OLS.

11. The computer-automated method of claim 10 further comprising providing a suggested rate of speech to the agent via the display for reading a scripted text to the caller.

12. A computer-automated method of servicing a caller at a call center comprising:

determining an initial optimal listening speed (OLS) for the caller based on input received from the caller during a call session;

routing the caller to an agent in a group of agents each having a rate of speech that substantially matches the initial OLS;

computing a first rate of speech of the caller and a current rate of speech of the agent based on a current conversation between the caller and the agent;

graphically displaying the first rate of speech versus the current rate of speech to an agent in a visual field during the call session, the visual field being dynamically updated based on the computations of the first rate of speech of the caller and the current rate of speech of the agent.

13. The computer-automated method of claim 12 further comprising providing a suggested rate of speech of to the agent for reading a scripted text to the caller.

14. The computer-automated method of claim 12 further comprising storing the initial OLS of the caller in a database.

15. The computer-automated method of claim 12 wherein the determining of the initial OLS comprises:

reading out a text at different speeds; and

prompting the caller to select one of the different speeds.

16. The computer-automated method of claim 12 wherein the determining of the initial OLS comprises:

accessing a database to retrieve the initial OLS.