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 sets those agents should have, thereby facilitating management decisions.

主权项

1. A computer implemented method for providing automated customer distribution services, the computer comprising at least one processor and a data repository operatively coupled to the at least one processor, the method comprising:
identifying a customer based on the customer's contact with a service center; accessing, via the at least one processor, the customer's account information from the data repository; predicting, via the at least one processor, a likely reason for the contact based on information associated with the customer account information; automatically selecting, via the at least one processor, a group of agents specifically trained to address the predicted likely reason for the contact; generating, via the at least one processor, prior to transferring the customer to the group of agents, a script that is most likely related to the predicted likely reason for the customer contact; automatically determining, via the at least one processor, whether an agent from the group of agents is available to receive the customer contact, and if so:
automatically transmitting, electronically, an account record and the script that is most likely related to the predicted likely reason for the customer contact to the available agent from the group of agents; andautomatically revising, via the at least one processor, the script to address the customer's reason for the contact if the customer indicates an actual reason for the contact that differs from the predicted likely reason for the contact so that the agent handling the customer can address the actual reason for the contact.