System and method of managing calls at a call center

• US 20070116230A1
• Filed: 11/04/2005
• Published: 05/24/2007
• Est. Priority Date: 11/04/2005
• Status: Active Grant

• Current Assignee: Sbc Knowledge Ventures, L.P.
• Original Assignee: Sbc Knowledge Ventures, L.P.
• Inventors: Brandt, Jeffrey, Kortum, Philip
• Granted Patent: US 8,577,014 B2
• Time in Patent Office: Days
• US Class Current: 379/211.20
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

The present disclosure is directed to a system and method to manage calls in a call center. The method includes receiving a call from a caller. The method also includes transmitting an estimated wait time to the caller. The method also includes prompting the caller with a wait option and a receive return call option. The method also includes prompting the caller with a schedule return call option when the caller selects the receive return call option.

Claims

1. A method of managing calls at a call center, the method comprising:

receiving a call from a caller;

transmitting an estimated wait time to the caller;

prompting the caller with a wait option and a receive return call option; and

prompting the caller with a schedule return call option when the caller selects the receive return call option.

2. The method of claim 1, further comprising placing a virtual call in a queue when the caller selects the return call option, but does not select the schedule return call option, wherein the virtual call identifies the caller and holds a place in the queue for the caller.

3. The method of claim 2, further comprising issuing a return call to the caller when the virtual call moves to a first position in the queue.

4. The method of claim 2, further comprising:

predicting that a call center agent will be available within a time period; and

issuing the return call to the caller when the time period is less than or equal to a predefined time.

5. The method of claim 1, further comprising:

receiving a scheduled time from the caller; and

determining whether the scheduled time is before the estimated wait time elapses.

6. The method of claim 5, further comprising issuing a return call to the caller at the scheduled time when the scheduled time is after the estimated wait time elapses.

7. The method of claim 5, further comprising prompting caller for another scheduled time, when the scheduled time is before the estimated wait time elapses.

8. The method of claim 5, wherein the scheduled time includes at least one of the following:

an amount of time after the call is received from the caller, a time of day;

a range of times of day;

a list of times of day;

a calendar date;

a range of calendar dates; and

a list of calendar dates.

9. The method of claim 1, further comprising prompting the caller for a telephone number when the user selects the return call option.

10. The method of claim 1, further comprising receiving caller identification information, wherein a return call is issued to a telephone number identified by the caller identification information.

11. The method of claim 1, further comprising connecting an agent communication device to a return call issued to the caller.

12. The method of claim 1, further comprising transferring an agent communication device to a return call issued to the caller when the return call is answered by the caller.

13. The method of claim 1, further comprising:

communicating a prerecorded message when a return call issued to the caller is answered by the caller; and

connecting an agent communication device to the return call after the prerecorded message is communicated.

14. A system to manage calls in a call center, the system comprising:

a server having a processor and a memory accessible to the processor;

a computer program embedded in the memory, the computer program comprising;

instructions to receive a call from a caller;

instructions to transmit an estimated wait time to the caller;

instructions to prompt the caller with a wait option and a receive return call option; and

instructions to prompt the caller with a schedule return call option when the caller selects the receive return call option.

15. The system of claim 14, wherein the computer program further comprises:

instructions to place a virtual call in a queue when the caller selects the return call option, but does not select the schedule return call option, wherein the virtual call identifies the caller and holds a place in the queue for the caller; and

instructions to issue a return call to the caller when the virtual call moves to a first position in the queue.

16. The system of claim 14, wherein the computer program further comprises:

instructions to receive a scheduled time from the caller; and

instructions to determine whether the scheduled time is before the estimated wait time elapses.

17. The system of claim 16, wherein the computer program further comprises instructions to issue a return call to the caller at the scheduled time when the scheduled time is after the estimated wait time elapses.

18. The method of claim 16, wherein the computer program further comprises instructions to prompt the caller for another scheduled time when the scheduled time is before the estimated wait time elapses.

19. A method of managing calls at a call center, the method comprising:

receiving a call from a caller;

determining whether all agents at the call center are busy;

transmitting an estimated wait time to the caller when all agents are busy; and

prompting the caller with a schedule return call option when all agents are busy.

20. The method of claim 19, further comprising:

prompting the caller for a scheduled return call time when the scheduled return call option is selected; and

receiving the scheduled return call time.

21. The method of claim 20, further comprising:

prompting the caller to select an input scheduled time or an end of estimated wait time option; and

wherein the scheduled return call time is the end of the estimated wait time when the caller selects the end of estimated wait time option.

22. The method of claim 21, wherein the scheduled return call time is a time input by the caller when the caller selects the input scheduled time option.

23. The method of claim 22, further comprising determining whether the time input by the caller is after the estimated wait time.