CALL PRIORITIZATION METHODS IN A CALL CENTER

摘要

According to one aspect of the invention, there is provided a method of allocating calls coming into a call center from a caller location remote from the call center, receiving a call from a caller which includes information from an RFID chip located in close proximity to the caller location; decoding the information from the RFID chip to determine one or more parameters relating to the information; using said one or more parameters to allocate the call from the caller at the call center to ensure calls are handled in accordance with the parameters. This has the advantage of much more efficient management of the of the calls within the call center and ensures that the calls are sent to the agent with the most appropriate skill set.

主权项

1. A system for interfacing a customer with an information service, the system comprising:
at least one communication interface configured:
to receive a request for a communication session from a customer terminal; andto receive information read from at least one information storage element by the customer terminal, the information storage element being external to the customer terminal, the information identifying a subject of interest to the customer, a location and a type of the location of each of the at least one information storage element; and a communication session router configured to route the communication session within the information service based, at least in part, on the location and the type of the location of the at least one information storage element.