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System and method for integrated customer management

  • US 7,373,304 B1
  • Filed: 09/15/2005
  • Issued: 05/13/2008
  • Est. Priority Date: 12/30/1999
  • Status: Expired due to Term
First Claim
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1. A method of routing calls comprising:

  • assigning a first talent rating to a first customer service representative;

    assigning a second talent rating to a second customer service representative;

    assigning a third talent rating to a third customer service representative;

    in response to the first talent rating exceeding a predetermined first threshold value, assigning the first customer service representative to a first group of customer service representatives;

    in response to the second talent rating not exceeding a predetermined second threshold value, assigning the second customer service representative to a second group of customer service representatives;

    in response to the third talent rating not exceeding the predetermined first threshold value but exceeding the second threshold value, assigning the third customer service representative to a third group of customer service representatives;

    determining the value of a call; and

    routing the call to one of the first, second or third groups of customer service representatives based at least in part on the determined value of the call.

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