CA2159775A1 - Method and apparatus for providing result-oriented customer service - Google Patents

Method and apparatus for providing result-oriented customer service

Info

Publication number
CA2159775A1
CA2159775A1 CA002159775A CA2159775A CA2159775A1 CA 2159775 A1 CA2159775 A1 CA 2159775A1 CA 002159775 A CA002159775 A CA 002159775A CA 2159775 A CA2159775 A CA 2159775A CA 2159775 A1 CA2159775 A1 CA 2159775A1
Authority
CA
Canada
Prior art keywords
resources
customer
campaign
requirements
agents
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002159775A
Other languages
French (fr)
Other versions
CA2159775C (en
Inventor
Aleksander Szlam
James E. Owen
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
CONCERTO SOFTWARE CAYMANS HOLDINGS Ltd
Original Assignee
Inventions Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Family has litigation
First worldwide family litigation filed litigation Critical https://patents.darts-ip.com/?family=23238463&utm_source=google_patent&utm_medium=platform_link&utm_campaign=public_patent_search&patent=CA2159775(A1) "Global patent litigation dataset” by Darts-ip is licensed under a Creative Commons Attribution 4.0 International License.
Application filed by Inventions Inc filed Critical Inventions Inc
Priority to CA002498557A priority Critical patent/CA2498557A1/en
Priority to CA002498553A priority patent/CA2498553A1/en
Priority to CA002498558A priority patent/CA2498558A1/en
Publication of CA2159775A1 publication Critical patent/CA2159775A1/en
Application granted granted Critical
Publication of CA2159775C publication Critical patent/CA2159775C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0242—Determining effectiveness of advertisements
    • G06Q30/0245—Surveys
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2061—Language aspects
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Finance (AREA)
  • Strategic Management (AREA)
  • Development Economics (AREA)
  • Accounting & Taxation (AREA)
  • Economics (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Game Theory and Decision Science (AREA)
  • Telephonic Communication Services (AREA)

Abstract

An automated customer service system and a method for operating same which automatically monitors a campaign and which terminates or modifies the campaign upon the occurrence of specified events, such as the success rate of the campaign, the quantity or dollar amount of products or services sold, etc. This allows resources to be shifted to other campaigns which are waiting to start, or which are already in progress, so as to provide for maximum performance of the available resources. The automated customer service system also maintains and uses a customer sensitivity profile to contact the customer in a manner, at a time and date, and at a location which are preferred by the customer. This maximizes the likelihood that the customer will be favorably responsive to the contact, whether the contact be to make a sale, to discuss collection of a balance due, or just to obtain current information about the customer. The automated customer service system also maintains and uses an agent qualification profile, in conjunction with the customer sensitivity profile, to automatically assign agents to the various campaigns. The process implemented by the customer service system is result-oriented. The process tests for a defined result or event to occur. If the result or event has not occurred then processing is continued. If the result or event has occurred then a specific action is performed. This allows the system administrator to develop a strategy script, which can be stored and used again. The strategy script allows the system to automatically launch a campaign, monitor the results of the campaign, and take appropriate action with respect to the campaign, all without the supervision or control of the system administrator. The present invention provides for the automatic and proper assignment of resources, such as agents, to campaigns. An agent qualification profile identifies any special skills or qualifications that an agent may possess, such as language skills, type of voice, efficiency, and type of call processing skills. The system administrator devises a strategy script based upon the customer sensitivity requirements and the agent qualifications. The strategy script determines which agents meet which requirements, and whether there are adequate agents to handle the requirements of concurrent campaigns. The strategy script also provides for assignment of the agents in accordance with a preplanned priority or procedure in the event that there are not adequate qualified agents available. Similarly, a system profile identifies the available system resources. The system administrator devises a strategy script based upon the campaign requirements and the system resources. The strategy script determines which resources are needed to meet which requirements, and whether there are adequate resources to handle the requirements of concurrent campaigns. The strategy script also provides for assignment of the resources in accordance with a preplanned priority or procedure in the event that the system resources are inadequate to accommodate all of the concurrent campaigns.
CA002159775A 1994-10-05 1995-10-03 Method and apparatus for providing result-oriented customer service Expired - Fee Related CA2159775C (en)

Priority Applications (3)

Application Number Priority Date Filing Date Title
CA002498557A CA2498557A1 (en) 1994-10-05 1995-10-03 Method and apparatus for providing result-oriented customer service
CA002498553A CA2498553A1 (en) 1994-10-05 1995-10-03 Method and apparatus for providing result-oriented customer service
CA002498558A CA2498558A1 (en) 1994-10-05 1995-10-03 Method and apparatus for providing result-oriented customer service

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US318,506 1981-11-05
US08/318,506 US5594791A (en) 1994-10-05 1994-10-05 Method and apparatus for providing result-oriented customer service

Related Child Applications (3)

Application Number Title Priority Date Filing Date
CA002498558A Division CA2498558A1 (en) 1994-10-05 1995-10-03 Method and apparatus for providing result-oriented customer service
CA002498553A Division CA2498553A1 (en) 1994-10-05 1995-10-03 Method and apparatus for providing result-oriented customer service
CA002498557A Division CA2498557A1 (en) 1994-10-05 1995-10-03 Method and apparatus for providing result-oriented customer service

Publications (2)

Publication Number Publication Date
CA2159775A1 true CA2159775A1 (en) 1996-04-06
CA2159775C CA2159775C (en) 2005-09-06

Family

ID=23238463

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002159775A Expired - Fee Related CA2159775C (en) 1994-10-05 1995-10-03 Method and apparatus for providing result-oriented customer service

Country Status (2)

Country Link
US (3) US5594791A (en)
CA (1) CA2159775C (en)

Cited By (2)

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CN106169148A (en) * 2016-08-25 2016-11-30 刘禹锡 A kind of customer service method and device

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