Systems and methods for callback processing

摘要

Systems and methods for allowing a call center to accept and schedule callback appointments for the service of inbound calls at times which are convenient for the inbound caller as well as automatically placing an outbound call at the scheduled callback time. The system collects information from the caller when scheduling a callback time which assists the agent with servicing the scheduled callback more efficiently than the original incoming call. The system also uses algorithms and various system parameters to determine how many agents are needed to service all scheduled callbacks at a given time while maximizing the efficiency of the agents by avoiding having agents service callbacks which fail to reach the person to be serviced for various reasons. When not enough agents are available to handle the scheduled callbacks and current incoming calls the called back individual is automatically connected to the next available agent avoiding the line of incoming calls entirely. This results in not only increasing the efficiency of the agents it also decreases the time necessary for the call center to provide for the scheduling of future callbacks.

主权项

1. A method of conducting a callback, comprising:
receiving an inbound call from a caller on a day to be handled by one of a plurality of inbound call receiving agents; determining by at least one computer processor whether the inbound call is received during a particular time period of the day; determining by the at least one computer processor whether the inbound call is of low priority based on at least one of information received from the caller and a telephone number associated with the inbound call; based at least in part on (1) determining the inbound call is received during the particular time period of the day and (2) determining the inbound call is of low priority, requiring the caller to accept a callback option; and upon the caller accepting the callback option:
retrieving at least a callback telephone number associated with the caller;
in response to at least one scheduled callback, re-assigning one or more of the plurality of inbound call receiving agents as one or more outbound call agents, wherein the one or more outbound call agents are unavailable to handle inbound calls;initiating an outbound callback call for the callback by automatically dialing the callback telephone number associated with the caller;in response to a human answer of the outbound callback call being detected, routing the outbound callback call to one of the one or more outbound call agents; in response to a not in service signal being detected for the outbound callback call, preventing further outbound callback calls to the callback telephone number.