Methods and apparatus to determine when to deflect callers to websites

摘要

Methods and apparatus to determine when to deflect callers to websites are disclosed. Example methods disclosed herein to deflect a caller to a webpage include receiving a call from the caller, determining a performance metric associated with processing the call, and determining whether to offer the caller an option to terminate the call and access the webpage based on the performance metric.

主权项

1. A method to deflect a caller to a webpage, the method comprising:
comparing, via a processor, a performance metric for a call center to a self-service automation target in response to receiving a call from the caller at the call center; determining, via the processor and based on the comparing of the performance metric to the self-service automation target, whether to make a first offer of a first incentive to terminate the call and access the webpage; and during the call and in response to determining that the call has not been terminated after making the first offer of the first incentive to the caller, further determining, via the processor and based on the comparing of the performance metric to the self-service automation target, whether to make a subsequent second offer of a second incentive to terminate the call and access the webpage to the caller, the second incentive being different from the first incentive.