Call processing system

• US 8,422,659 B2
• Filed: 08/13/2009
• Issued: 04/16/2013
• Est. Priority Date: 06/13/2003
• Status: Expired due to Term

• Current Assignee: Assurant Incorporated
• Original Assignee: Assurant Incorporated
• Inventors: Becerra, Manuel, Thompson, Charles, McMillan, Glenn
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US12/583,059
• Publication Number:
  US 20090304172A1
• Time in Patent Office: 1,342 Days
• Field of Search: 379/265.12, 379/265.01
• US Class Current: 379/265.12
• 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 of a sponsor organization that is configured for fielding incoming telephone calls from a caller who has decided to take a course of action that is against the interests of the sponsor, comprising:

(a) selecting at least one such incoming caller for direct human interaction with a human agent of the sponsor; and

(b) selecting such human agent for his probable ability to establish a relationship-based affinity with the caller within the duration of the call to persuade such caller to change his mind and choose a course of action instead that is in the interests of the sponsor.

2. The call processing system of claim 1, wherein such caller is dissuaded by the agent from cancelling a product or service previously purchased by the caller from the sponsor and retains such product or service instead.

3. The call processing system of claim 1, wherein such caller is persuaded by the agent to purchase a product or service from the sponsor.

4. The call processing system of claim 1, wherein such caller is persuaded by the agent instead to purchase a product or service from the sponsor in substitution of a product or service previously purchased by the caller from the sponsor.

5. The call processing system of claim 1, wherein the agent'"'"'s probable affinity for persuading the caller who has decided prior to the call to take a course of action that is against the interests of the sponsor to choose instead a desired course of action that is in the interests of the sponsor is characterized by the agent'"'"'s past performance in persuading a caller to change his mind and adopt a course of action desirable to the sponsor.

6. The call processing system of claim 5, wherein the agent'"'"'s past performance comprised persuading customers not to cancel a service.

7. The call processing system of claim 5, wherein the agent'"'"'s past performance comprised persuading customers to retain a service for an extended period of time.

8. The call processing system of claim 5, wherein the agent'"'"'s past performance comprised persuading customers to enroll in an alternative service.

9. The call processing system of claim 5, wherein the agent'"'"'s past performance comprised persuading customers to purchase an alternative product.

10. The call processing system of claim 5, wherein the agent'"'"'s past performance is measured by that agent'"'"'s saved revenue rate performance.

11. The call processing system of claim 5, wherein the agent'"'"'s past performance is measured by that agent'"'"'s sales rate performance.

12. The call processing system of claim 5, wherein the agent'"'"'s past performance is measured by that agent'"'"'s sold revenue rate performance.

13. The call processing system of claim 1, wherein the sponsor'"'"'s agents are organized within groups comprising a plurality of agents of similar level of ability for persuading callers to change their minds and choose a course of action instead that is desirable to the sponsor.

14. The call processing system of claim 13, wherein the sponsor agent group comprises a highest performing agents group.

15. The call processing system of claim 13, wherein the sponsor agent group comprises a lowest performing agents group.

16. The call processing system of claim 1, wherein the product comprises an insurance policy.

17. The call processing system of claim 1, wherein the product comprises a debt cancellation product.

18. A call processing system of a sponsor organization that is configured for fielding incoming telephone calls from a caller, comprising:

(a) selecting at least one such incoming caller for direct human interaction with a human agent of the sponsor; and

(b) selecting such human agent based upon an estimation of the probability that he can establish an affinity-based relationship with the caller within the duration of the call to persuade that caller not to cancel a product or service of the sponsor organization, to retain the product or service of the sponsor organization for an extended period of time, or to purchase an alternative product or service of the sponsor organization.

19. The call processing system of claim 18, wherein the estimation of the probability that the agent can establish the affinity-based relationship with the caller to persuade the caller to adopt the course of action in the interest of the sponsor organization comprises the agent'"'"'s daily save rate.

20. The call processing system of claim 18, wherein the estimation of the probability that the agent can establish the affinity-based relationship with the caller to persuade the caller to adopt the course of action in the interest of the sponsor organization comprises the agent'"'"'s daily saved revenues.

21. The call processing system of claim 18, wherein the estimation of the probability that the agent can establish the affinity-based relationship with the caller to persuade the caller to adopt the course of action in the interest of the sponsor organization comprises the agent'"'"'s persistency rating.

22. The call processing system of claim 18, wherein estimations are made for at least two agents for their respective probability that the agent can establish the affinity-based relationship with the caller to persuade the caller to adopt the course of action in the interest of the sponsor organization, and a comparison is made between those estimated values to select the specific agent to interact with the caller.

23. The call processing system of claim 18, wherein the product comprises an insurance policy.

24. The call processing system of claim 18, wherein the product comprises a debt cancellation product.