Arrangement for improving retention of call center's customers

• US 6,064,731 A
• Filed: 10/29/1998
• Issued: 05/16/2000
• Est. Priority Date: 10/29/1998
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Flockhart, Andrew D., Mathews, Eugene P., Foster, Robin H.
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US09/182,353
• Time in Patent Office: 565 Days
• Field of Search: 379/266, 379/265, 379/309, 379/207, 379/221
• US Class Current: 379/265.06
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

In a call center (100) of a business, if it is determined (314-318 or 320) during the handling of a call involving a party who is a customer of the business that the party is at risk of being lost as a customer to the business, an identifier of the party, such as ANI, is captured (300) and stored (322) along with an "at risk" indication. The determination may be made either automatically by detecting (314-318) that the party terminated the call while on hold, or manually (320) by the agent handling the call or a service observer whereupon the agent or observer pressed an "at risk" feature button (112) on their terminal (105, 110). On a subsequent call to or from that party, the stored identifiers (380) are searched (306), and when it is determined (308) that the party is identified therein as being at risk, the call is given (310) special treatment (400-426)--a higher-than-normal level of service--and is identified (428) to the call'"'"'s handler as involving an "at risk" customer, in an attempt to avoid loss of the party as a customer.

Claims

1. A method of handling communications comprising:

while handling a first communication involving a party to the first communication, determining that the party is dissatisfied with the handling;

in response, storing an indication of the party'"'"'s dissatisfaction;

in response to a second communication involving the party, determining from the stored indication that this patty was dissatisfied; and

in response, providing special handling of the second communication to alleviate the party'"'"'s dissatisfaction.

2. The method of claim 1 wherein:

the first and the second communication are each a communication between a business and the party who is a customer of the business; and

storing an indication comprises

storing an indication that the party is at risk of being lost as a customer to the business.

3. The method of claim 1 wherein:

determining that the party is dissatisfied comprises

detecting actuation of an actuator, whose actuation indicates the dissatisfaction, by one of a handler of the first communication and a service observer of handling of the first communication.

4. The method of claim 1 wherein:

determining that the party is dissatisfied comprises

detecting termination of the first communication while the first communication is on hold.

5. The method of claim 4 wherein:

detecting termination comprises

detecting that handling of the first communication has commenced and that the first communication has been put on hold by a handler of the first communication; and

detecting that the first communication was terminated by the party while the first communication is on hold.

6. The method of claim 1 wherein:

determining from the stored indication that this party was dissatisfied comprises

one of (a) receiving the second communication from the party and (b) placing the second communication to the party; and

in response, checking stored indications for presence of the stored indication that this party was dissatisfied.

7. The method of claim 1 wherein:

storing comprises

capturing an identifier of the party; and

storing the identifier as the indication.

8. The method of claim 1 wherein:

providing special handling comprises

at least one of (a) having a handler other than a handler of the first communication handle the second communication, (b) having the second communication handled by a specialist, (c) having the second communication handled by a supervisor of communication handlers, (d) avoiding handling the second communication by a non-human handler of communications, (e) handling the second communication as a high-priority communication, and (f) handling the second communication immediately and out of turn with other communications that are waiting to be handled.

9. The method of claim 1 wherein:

providing special handling comprises

identifying the party as dissatisfied to a handler of the second communication.

11. An apparatus that performs the method of claim 1 or 2 or 3 or 4 or 5 or 6 or 7 or 8 or 9 or 10.

13. A processor-readable medium containing software which, when executed in a processor, causes the processor to perform the method of claim 1 or 2 or 3 or 4 or 5 or 6 or 7 or 8 or 9 or 10.

10. A method of handling calls at a call center of a business, comprising:

while handling a first call involving a party who is a customer of the business, detecting one of (a) actuation of an actuator whose actuation indicates that the party is at risk of being lost as a customer to the business, by an agent who is handling the first call or by a service observer who is observing the handling of the first call, and (b) termination of the first call after it has been put on hold by the agent and while it is on hold;

capturing an identifier of the party;

in response to the detection, storing the identifier as an indication that the party is at risk of being lost as a customer to the business;

one of (c) receiving a second call from the party and (d) placing a second call to the party;

in response, checking stored indications for presence of the stored indication that the party is at risk of being lost as a customer to the business;

in response to presence of the stored Indication, providing special handling of the second call comprising at least one of (e) having an agent other than the agent who handled the first call handle the second call, (f) having the second call handled by a specialist, (g) having the second call handled by a supervisor of the agents, (h) avoiding handling the second call by a non-human handler of calls, (i) handling the second call as a high-priority call, and (j) handling the second call immediately and out of turn with other calls that are waiting to be handled; and

identifying the party to the handler of the second call as being a party at risk of being lost as a customer to the business.

12. The apparatus of claim 10 comprising an automated call distribution system.