METHOD FOR ENHANCING CALL CENTER PERFORMANCE

• US 20090003583A1
• Filed: 01/14/2008
• Published: 01/01/2009
• Est. Priority Date: 01/12/2007
• Status: Abandoned Application

• Current Assignee: Anthem, Inc.
• Original Assignee: Anthem, Inc.
• Inventors: FRANKLIN, Sara E., CARRETTO, Carmine J., FERGUSON, Jason
• Application Number:
  US12/013,765
• Publication Number:
  US 20090003583A1
• Time in Patent Office: Days
• US Class Current: 379/265.60
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method for improving call center performance. The method includes the steps of, for each call, collecting data comprising: date, supervisor, associate, and a categorization as to single, last, or transfer; summarizing said data on a periodic basis by supervisor, associate, and percentage of single, last, transfer, and stream, wherein percentage of stream is the residual after subtracting said percentage of single, last, and transfer categories; and presenting said summarized data to supervisors to provide feedback on the effectiveness of said supervisor'"'"'s call coaching of associates. A system for enhancing call center performance is also provided.

Claims

1. A method for improving call center performance, comprising:

a) for each call, collecting data comprising the date, call sequence, caller ID, associate, and associate'"'"'s supervisor, categorizing said data as to a first or last call, and for each caller ID periodically counting the number of total, first, and last calls;

b) preparing reports corresponding to said period summarizing, for each associate, the total and the combined first plus last calls as a percent of the total calls for said associates; and

c) presenting reports to supervisors and associates to be used for call coaching of associates to improve performance.

2. The method of claim 1, wherein said call center is an inbound call center.

3. The method of claim 2, wherein said call center processes insurance claims.

4. The method of claim 2, wherein said call center processes health insurance coverage questions.

5. The method of claim 1, wherein said call center is virtual call center.

6. The method of claim 1, wherein said call center comprises a plurality of customer service systems.

7. The method of claim 1, wherein, in step a), categorization into first and last call comprises concatenating said call sequence data with said date data and, for each caller ID, determining the maximum resulting value to determine the last and single call categorizations.

8. The method of claim 7, wherein said call center comprises a plurality of systems having a plurality of sequence formats and said call sequence data is extracted therefrom.

9. The method of claim 1, wherein said reports are collected and prepared monthly.

10. The method of claim 1, wherein said call coaching comprises dividing call inquires into six stages consisting of:

greeting, listening, transitioning, resolution, education, and closure.

11. The method of claim 2, wherein the call center uses next available agent routing.

12. The method of claim 1, wherein, in step a) call data is stored in a data warehouse and periodically accessed to produce categorization and total results for said period.

13. A method for enhancing call center performance comprising:

a) for each call, collecting data comprising the date, call sequence, caller ID, associate, and associate'"'"'s supervisor, categorizing said data as to a first or last call, and for each caller ID periodically counting the number of total, first, and last calls;

b) preparing reports corresponding to said period summarizing, for each associate, the total and the combined first plus last calls as a percent of the total calls for said associates; and

c) presenting reports to supervisory personnel.

14. A system for enhancing call center performance, comprising:

a) a customer service system that, for each call, collects call data comprising the date, call sequence, caller ID, associate, and associate'"'"'s supervisor and stores said information in a data warehouse;

b) a data warehouse;

c) a categorizing system for accessing said data warehouse and categorizing said data as to a first or last call, and for each caller ID, counting the number of total, first, and last calls;

d) a report generating system for preparing reports summarizing, for each associate, the total and the combined first plus last calls as a percent of the total calls for said associates; and

e) a system for displaying said reports.

15. The system of claim 14, wherein said data warehouse is a virtual data warehouse.

16. The system of claim 14, comprising a plurality of call centers.

17. The system of claim 14, wherein said call center is an inbound call center.

18. The system of claim 14, wherein said call center processes insurance claims.

19. The system of claim 14, wherein said call center processes health insurance coverage questions.

20. The system of claim 14, wherein said reports are collected and prepared monthly.

21. The system of claim 14, wherein said call center uses next available agent routing.

22. The system of claim 14, wherein said reports are presented to business unit managers for determining the effectiveness of supervisors in improving call center efficiency.

23. The system of claim 14, wherein said call center comprises a plurality of business units and collected data further comprises business unit managers.

24. The system of claim 14, wherein said system for displaying said reports is a computer system.

25. The system of claim 14, wherein said call center comprises a plurality of systems having a plurality of sequence formats and said call sequence data is extracted therefrom.