System and method for integrated customer management

• US 8,296,160 B1
• Filed: 12/28/2006
• Issued: 10/23/2012
• Est. Priority Date: 12/30/1999
• Status: Active Grant

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Inventors: Pletz, Tracy, Callahan, William T.
• Primary Examiner(s): Elisca, Pierre E
• Application Number:
  US11/647,038
• Time in Patent Office: 2,126 Days
• Field of Search: 705/1
• US Class Current: 705/1
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0241 Advertisements
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• 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 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: Y10S 707/99931 Database or file accessing

Abstract

An automated system and method for customer management deploys customer databases to profile customer service requests for distribution to appropriately assigned agent representatives. The representatives adopt particular roles according to customer care volume, inquiry type, time of day and other customer management needs. Consumer profiles may be accessed in real time to combine customer care events with cross-selling and other promotions related to the consumer'"'"'s transaction history and other factors.

Claims

1. A method for operating a call processing system, comprising:

receiving an incoming call from a consumer;

using a computer processor, receiving, from a database, historical financial data for the consumer;

using the computer processor, assigning a priority value to the incoming call based on the historical financial data of the consumer and at least one of a marketing opportunity and an upselling opportunity associated with the consumer; and

using the computer processor, determining whether to route the incoming call to a live agent or to an automated call processing system for handling based on the priority value.

2. A method for operating a call processing system, comprising:

receiving an incoming call from a consumer;

using a computer processor, receiving, from a database, historical financial data for the consumer;

using a computer processor, determining at least one of a marketing opportunity and an upselling opportunity associated with the consumer;

using the computer processor, determining, based on the historical financial information and at least one of the marketing opportunity and the upselling opportunity associated with the consumer, whether the incoming call is to be handled by a human representative; and

using the computer processor, in response to determining that the incoming call is not to be handled by a human representative, routing the call to an automated call processing system.

3. A method for operating a call processing system, comprising:

receiving an incoming call from a consumer;

using a computer processor, assessing an importance of the incoming call based on historical financial data of the consumer and at least one of a marketing opportunity and an upselling opportunity associated with the consumer; and

using the computer processor, routing the incoming call to a particular group of agents for processing based on the importance of the incoming call,

wherein at least one particular agent within the group of agents has been assigned to the group of agents based, at least in part, on the particular agent'"'"'s past performance in completing one or more tasks.

4. The method of claim 3 wherein the particular group of agents consists of one agent.

5. The method of claim 3 wherein the one or more particular tasks comprises persuading one or more customers to purchase a particular product or service.

6. The method of claim 3 wherein the one or more particular tasks comprises persuading one or more customers to purchase an alternative product or service.

7. The method of claim 3 wherein the particular agent'"'"'s past performance in completing one or more particular tasks comprises the particular agent'"'"'s sales rate performance.

8. The method of claim 3 wherein the particular agent'"'"'s past performance in completing one or more particular tasks comprises the particular agent'"'"'s sold revenue rate performance.

9. A method of routing a correspondence for processing comprising:

identifying, from a plurality of agents, a group of one or more highest performing agents who are among the highest performing agents within a plurality of agents at performing at least one task;

assessing the value of a particular correspondence based on historical financial data of the consumer and at least one of a marketing opportunity and an upselling opportunity associated with the consumer; and

determining whether to route the particular correspondence to the group of highest performing agents for processing based on the assessed value of the particular correspondence.

10. The method of claim 9 wherein the correspondence comprises a call.

11. The method of claim 10 wherein the call comprises an incoming call.

12. The method of claim 10 wherein the call comprises an outgoing call.

13. The method of claim 10, further comprising routing the particular call to the group of highest performing agents in response to determining that the particular call is a relatively high-value call.

14. The method of claim 9, wherein the at least one task comprises persuading a customer not to cancel a service.