System and method of managing incoming telephone calls at a call center

• US 20070047720A1
• Filed: 08/29/2005
• Published: 03/01/2007
• Est. Priority Date: 08/29/2005
• Status: Active Grant

• Current Assignee: Sbc Knowledge Ventures, L.P.
• Original Assignee: Sbc Knowledge Ventures, L.P.
• Inventors: Brandt, Jeffrey, Bangor, Aaron, Reynolds, Douglas
• Granted Patent: US 8,548,157 B2
• Time in Patent Office: Days
• US Class Current: 379/265.10
• 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 3/523 with call distribution or queueing

Abstract

A method of managing incoming calls is disclosed and includes receiving a telephone call. Further, the method includes offering a caller a bypass option to bypass an automated help application and placing the telephone call in a queue for a next available customer service agent. The method can also include prompting the caller for payment when the caller selects the bypass option. Further, the method can include indicating a current wait time when the bypass option is declined. Moreover, the method can include offering the caller an instant service option to directly connect the caller to a customer service agent. The method can also include prompting the caller for payment when the caller selects the instant service option and directly connecting the telephone call to a customer service agent.

Claims

1. A method of managing incoming calls, the method comprising:

receiving a telephone call;

offering a caller a bypass option to bypass an automated help application; and

placing the telephone call in a queue for a next available customer service agent.

2. The method of claim 1, further comprising prompting the caller for payment when the caller selects the bypass option.

3. The method of claim 1, further comprising indicating a current wait time before offering the bypass option.

4. The method of claim 1, further comprising indicating a current wait time when the bypass option is declined.

5. The method of claim 4, further comprising offering the caller an instant service option to directly connect the caller to a customer service agent.

6. The method of claim 5, further comprising:

prompting the caller for payment when the caller selects the instant service option; and

directly connecting the telephone call to a customer service agent.

7. The method of claim 5, further comprising offering the caller a reduced wait time option to reduce a wait time.

8. The method of claim 7, further comprising:

prompting the caller for payment when the caller selects the reduced wait time option; and

advancing the telephone call in a queue.

9. The method of claim 8, wherein the telephone call is advances by a fixed amount or a variable amount.

10. The method of claim 8, wherein the payment is received by adding a fee to a telephone bill associated with the caller.

11. A method of managing incoming telephone calls, the method comprising:

receiving a telephone call at caller center; and

offering a caller a domestic help option to connect the telephone call to a domestic customer agent for a fee.

12. The method of claim 11, further comprising:

prompting the caller for payment when the domestic help option is selected; and

connecting the telephone call to the domestic customer service agent.

13. The method of claim 11, further comprising connecting the telephone call to an offshore customer service agent after the domestic help option is declined.

14. The method of claim 11, further comprising:

determining whether the caller has an account when the domestic help option is selected;

charging a fee to the account; and

connecting the telephone call to the domestic customer service agent.

15. The method of claim 11, further comprising offering the caller a senior agent help option to connect the telephone call to a senior customer service agent for a fee.

16. The method of claim 15, further comprising:

prompting the caller for payment when the senior agent help option is selected; and

connecting the telephone call to the senior customer service agent.

17. The method of claim 15, further comprising connecting the telephone call to a junior customer service agent after the senior agent help option is declined.

18. A call management system, comprising:

a plurality of customer service agent communication devices;

a queue coupled to the plurality of customer service agent communication devices;

an interactive voice response server coupled to the plurality of customer service agent communication devices via the queue, wherein the interactive voice response server comprises;

a processor;

a computer readable medium accessible to the processor; and

an interactive voice response application embedded within the computer readable medium, wherein the interactive voice response application comprises;

instructions to receive a telephone call; and

instructions to offer a bypass option to bypass an automated help application.

19. The system of claim 18, wherein the interactive voice response application further comprises:

instructions to prompt a caller for payment; and

instructions to place the telephone call in a queue for a next available customer service agent.

20. The system of claim 19, wherein the interactive voice response application further comprises instructions to indicate a current wait time.

21. The system of claim 18, wherein the interactive voice response application further comprises instructions to offer the caller an instant service option to connect the caller directly to a customer service agent without entering a queue.

22. The system of claim 21, wherein the interactive voice response application further comprises:

instructions to prompt the caller for payment; and

instructions to connect the telephone call directly to a customer service agent immediately.

23. The system of claim 18, wherein the interactive voice response application further comprises instructions to offer the caller a reduced wait time option to reduce a wait time.

24. The system of claim 23, wherein the interactive voice response application further comprises:

instructions to prompt the caller for payment; and

instructions to advance the telephone call in a queue.

25. The system of claim 18, wherein the interactive voice response application further comprises instructions to offer the caller a domestic help option to connect to a domestic customer agent.

26. The system of claim 25, wherein the interactive voice response application further comprises:

instructions to prompt the caller for payment; and

instructions to connect the telephone call to a domestic customer service agent.

27. The system of claim 25, wherein the interactive voice response application further comprises instructions to connect the telephone call to an offshore customer service agent when the domestic help option is declined.