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Customer service methods, apparatus and report/alert generation based on customer service call information

  • US 8,588,395 B2
  • Filed: 06/11/2008
  • Issued: 11/19/2013
  • Est. Priority Date: 06/11/2008
  • Status: Active Grant
First Claim
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1. A method comprising:

  • receiving customer service calls from service subscribers corresponding to a plurality of different divisions of a company;

    assigning the individual received calls, from said received customer service calls, to call queues based on the reason for the individual calls;

    storing call disposition information indicating the disposition of customer service calls, said stored call disposition information indicating a reason for each of the customer service calls and an action taken to address the reason for each of the customer service calls;

    generating a plurality of division reports, different division reports corresponding to different divisions, different divisions corresponding to different geographic service regions, each individual report of said plurality of division reports indicating a ratio of a number of customer service calls of a first type, received during a predetermined time period from service subscriber of the division to which the individual report corresponds, to a predetermined number of service subscribers;

    automatically determining if a division is encountering a problem by comparing the information included in reports corresponding to different divisions that indicate a number of calls for a first particular reason, above a threshold level, to identify disparities between different divisions with regard to the number of calls for said first particular reason;

    generating an alert when it is determined that a division is encountering a problem, said generating an alert including providing information on the call reason which triggered the alert; and

    wherein the call reason is one of a network fault condition, billing error, or faulty service by a company technician.

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