Method of designing a telecommunications call center interface
First Claim
1. A method for designing an interface system, comprising:
- determining frequency of task occurrence for a plurality of call centers;
determining an adjusted task frequency for each call center by multiplying a call volume weight for the call center by the task frequency for the call center;
determining an overall adjusted task frequency by summing each call center'"'"'s adjusted task frequency; and
categorizing tasks in accordance with the overall adjusted task frequency to design an interface system options menu.
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Abstract
A method is provided for designing an interface system. The method includes receiving a call from a customer at a call center, and logging a reason the customer is calling the call center. Subsequently, reasons from multiple customers are collected and categorized into task categories to be performed by the interface system. Menu options can then be designed based upon the task categories. The menu options include some of the language the customers used to express the reason for calling the call center. Performance of the interface system is evaluated by using cumulative response time (CRT), which is a total time a user interfaces with the system, and routing accuracy. The routing accuracy accounts for whether the user successfully navigated the interface system to a correct destination, whether the user navigated to an incorrect destination, and whether the user did not navigate to any destination.
222 Citations
14 Claims
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1. A method for designing an interface system, comprising:
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determining frequency of task occurrence for a plurality of call centers; determining an adjusted task frequency for each call center by multiplying a call volume weight for the call center by the task frequency for the call center; determining an overall adjusted task frequency by summing each call center'"'"'s adjusted task frequency; and categorizing tasks in accordance with the overall adjusted task frequency to design an interface system options menu. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A computer readable medium storing a computer program for designing an interface system, comprising:
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a task frequency code segment that determines a frequency of task occurrence for a plurality of call centers; an adjusted task frequency code segment that determines an adjusted task frequency for each call center by multiplying a call volume weight for the call center by the task frequency for the call center; an overall task frequency code segment that determines an overall adjusted task frequency by summing each call center'"'"'s adjusted task frequency; and a categorizing code segment that categorizes tasks in accordance with the overall adjusted task frequency to design an interface system options menu. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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Specification