Call Center Services System and Method

摘要

A method and system for providing automated call center services, operating by identifying a caller, accessing the caller's account information, determining the likely reason for the call, identifying an agent skill group based on the likely reason for the call, and providing an available agent with access to the caller's account information, together with a script based on the likely reason for the call. Data and voice access to agents is combined with specialized methods and systems for determining agent optimization capabilities, thereby allowing multiple call centers located in geographically different areas to operate as a seamless virtual call center, having the capability to dynamically reorganize the structure of available agents, regardless of where located. Real time statistics allow determination of how many agents should be available and what skill set those agents should have, thereby facilitating management decisions.

主权项

1. A computer-implemented method for optimizing automated customer contact distribution services, the computer comprising at least one processor and a data repository operatively coupled to the at least one processor, the method comprising:
selecting, via the at least one processor, a list of at least one customer to be contacted; identifying, via the at least one processor, an appropriate skill set that is best suited to handle the at least one customer to be contacted on the list; identifying, via the at least one processor, a group of agents that possess the appropriate skill set to handle the at least one customer to be contacted on the list; forecasting, via the at least one processor, a best time to initiate contact with the at least one customer based on an account record of the at least one customer; placing an outgoing call to the at least one customer; and determining, via the at least one processor, whether the at least one customer answers the call; wherein, if the at least one customer answers the call, the method further comprises:
automatically directing, via the at least one processor, the call to the at least one customer, the account record, and a selected script appropriate for at least one original purpose of the call to a selected agent selected from the group of agents that possess the appropriate skill set; andautomatically selecting, via the at least one processor, a revised script if the at least one customer identifies an additional inquiry that differs from the at least one original purpose for the call.