DE10300277A1 - Automatic call assignment method for a call center, in which calls are automatically assigned to an appropriate agent based on the incoming call number or caller input value, which is used to access caller database details - Google Patents

Abstract

Method for handling calls into a call center in which calls (1.1) are automatically sorted based on the incoming call number or a value input by the caller, e.g. an account number. The call number or input value is used to search a database and so personalize a call with the user details. These details are then used to assign the call to a particular agent or agent group. If necessary the caller can be placed in a wait loop until the correct agent becomes available. The invention also relates to a corresponding call center.

Description

The invention relates to a method to handle calls in a call center, with incoming Calls through the existing phone number and / or by entering a license plate can be individualized by a caller and distributed to a large number of agent positions according to specified criteria and queued for the selected agent slots if required be and characteristic call data in a database under Reference to the caller number can be saved.

Call centers are as service facilities for telecommunication tasks well known. For this purpose, the "Lexicon of Data Communication", Klaus Lipinski, ISBN 3-8266-4089-6. Many companies and institutions such as banks, insurance companies and mail order companies make use of a call center, for example for calling customers quickly and effectively various services such as advice and offer sales. Such a call center consists of one Telecommunications system equipped with call distribution functions is, the telecommunications system connected to a public network and has connections to agent positions. Take at the agent places the so-called call center agents, or agents for short, who incoming calls.

The advantage of call centers is in that phone calls are distributed quickly and the caller without long waiting times, as a manual call forwarding does not apply to a free agent and thus to the desired information or the desired Service is coming. Such a fast call distribution, for example with the ACD function (Automatic Call Distribution = automatic Call distribution) reached.

For fast call distribution The caller whose call is reached with the ACD function can be buffered in a queue if necessary, usually forwarded to any free agent or to the next free agent. One problem with this type of call forwarding is one subject-specific or problem-specific targeted selection of an agent the caller cannot is. Another problem that arises from forwarding to anyone Agent results is that the agents with a wide range be faced with caller questions. So this is a special one extensive training of the agents is necessary.

So that the caller is not only at one arbitrary agent is referenced, but the agent specifically for Example problem or selected subject-specific can be a call center with additional functions such as IVR function (IVR = Interactive Voice Response). In the IVR function, the Callers themselves have the option between various menu options to choose to Example selection of a subject-specific discussion partner.

With the IVR function it follows but the problem that the caller himself has to take action, usually in the form of entering voice commands or key commands, to get to the one you want Agents. This will speed up the switching of the call and by the annoying input of menu commands the user friendliness for the caller and thus his / her decreases Satisfaction.

It is therefore an object of the invention to operate an existing call center so that the incoming Calls can be distributed even more efficiently, more precisely and "more comfortably" for the caller can.

Accordingly, it is an object of the invention Call center available to make the incoming calls more efficient, more targeted and for that Callers distributed "more comfortably".

These tasks are characterized by the characteristics of the independent claims solved. Advantageous developments of the invention are the subject of subordinate Claims.

The inventor recognized that the Call data stored in the database when a new one is received Call immediately for the more targeted forwarding of the new call can be used.

According to the general idea of the invention beats the inventor proposed the existing procedure for handling calls in a call center, with incoming calls through the existing Telephone number and / or by entering a number through a Callers are individualized and according to predefined criteria to a variety of agent positions distributed and, if necessary, placed in a queue for the selected agent positions be and characteristic call data in a database under Reference to the caller number can be saved in this regard to improve the call data of incoming calls automatically be compared with the data in the database and accordingly the resulting comparison results, the calls automatically and individually redistributed to predetermined agent places.

This ensures that already when incoming calls by comparing the currently available call data receive information regarding the call with the data of the database can be. This information can be used for more effective call distribution.

This also enables the handling of the call to be individualized. That's the way it is it is conceivable that different announcement texts are recorded in a waiting loop for the different calls. Furthermore, the individual handling of the call gives the possibility to prioritize the call on hold or to charge calls specifically depending on the customer type.

So is one of the first pieces of information for example recognizable whether the call is made by the caller number is identifiable, is already stored in the database. These it's a call over because there is no data in the database yet First all data is saved and then such initial calls can be transferred to agent places who are staffed with agents who are specially trained for it are these new customers who may not yet have the call center offer is familiar to look after.

It is also conceivable that a Callers first call a number when calling the call center number, that is individually assigned to this caller. About this License plate, for example a customer number or a PIN, can now the caller can be identified. Regardless of which telephone connection This caller who calls the call center will answer his incoming call Call them specifically, based on the comparison with the database and the resulting evaluation result, passed on.

It is advantageous if the call data incoming calls and the stored data when the call arrives are statistically evaluated and caller profiles are created from them become.

Under caller profile is both that very personal and understand each caller's individual profile, as well the grouped profiles of multiple callers, for example Group of callers from a specific region. These caller profiles can can be used to route incoming calls to the agent stations in a more targeted manner. The caller profiles can Moreover at the agent places provided as a source of information become.

For example, is a specific caller with his caller number or customer number already in the database the call center saved, so a call profile available, so If this caller receives a call, the call transfer to Example of a preferred agent, the agent already information about has the caller.

For individual customer care of a call center, it is beneficial if the calls are theirs Call data is not yet stored in the database, specifically to be sent to an agent station who is responsible for receiving Calling first callers is provided.

Most of them are hidden behind them Call so-called new customers who use the service of this call center have not used it yet. The agent can specifically do this be prepared to answer questions from this customer group. The new customer is not, as has been the case up to now, through complicated menu navigation or through an agent, of questions insufficient can answer, put off. Through this individual treatment and looking after this group of callers, it is more likely that New customers use this service repeatedly, which will result in a later firm customer loyalty can arise.

In the new process it makes it possible the immediate statistical evaluation, when there is an incoming call, where the call can be determined by the caller number, the Number of calls to the call center to date determine. So it's counting how many times a particular telephone connection the call center as a whole called. If a predetermined number of calls has been reached, the call is assigned to an agent position that is used to accept Calling frequent users is provided. The limit of the number of calls, from which the agent place for Lots of users can be allocated in the call center, for example through Enter a threshold value in the evaluation statistics that are stored in the database To fall back on can be determined.

It is also convenient when making certain calls directly to special agent positions forwarded or, if necessary, these calls briefly in one Queue, these calls take priority over others Calling on hold. Will calls through matching identified with the data in the database as top priority calls, for example VIP call so you can these calls are forwarded to agents who are not on hold is connected upstream. If all of these agents have a VIP caller, so the next one will be VIP call buffered in a queue. In the waiting line however, these calls are accelerated at the top waiting position transferred. These important calls can therefore be made in a very short time be passed on.

With the new process, it is now further possible the call over his caller number at least one predefined caller mask similar to the caller profile allot. A customer profile or feature profile can be created which is an individual caller profile that the caller for example in the new customer survey, and which one at the presentation this call to the agent, a corresponding, specific call processing mask activated and certain functions are also automated The number found is an example of a directory inquiry Announced to the caller by the agent and also automated via SMS delivered when the caller is using a mobile phone.

The call data in the database can be saved those listed below Contain information.

The day of the week and the time of the call are saved.

As a result, the call center operator can recognize with the incoming call and before the agent is treated, what type of caller it is. This offers a new marketing tool for the Center operators by target group-oriented, for example information about new ones Products during Waiting or service announcements. So far, only in Afterwards a classification by evaluating Call Detailed Records the customer and their behavior are carried out using the caller number.

It should also be under the call details the call number, i.e. the number called by the caller, is saved become. A caller can then even be different for that of services or services called to him are treated. For one The first service of a call center is, for example, 'a lot of nuts' for you second service of the call center, however, he is classified as 'first time user'.

It is also convenient if under the call details the regional assignment of the call and the affiliation to a group, for example to a company. The regional assignment can over the area code of the caller. So it is possible about regional assignment of a call, for example from a neighboring country in another language, to the call center, to an agent forwarding who speaks the language of this neighboring country and can therefore greet the caller individually in their language. The Assignment to a company, could be via the first digits of the caller number can be reached.

It is also advantageous if certain calls regarding their caller number or regarding of the entered license plate are filtered so that the Call transfer is affected. So the call center operator Install filters and / or filter functions in the database. Certain Caller numbers or indicators can be found in blocked lists, so-called blacklists, entered and summarized, these calls are not passed on to agents, but the callers are separated from the call center. In contrast to can also certain calls in authorization lists, so-called whitelists, be entered and summarized, these calls for example free access to certain call center services can have.

In addition to the above procedure for Handling calls in a call center, the inventor also suggests Call center where incoming calls are made by the existing phone number and / or individualized by a caller entering an identifier and distributed to a large number of agent positions according to specified criteria and queued for the selected agent slots if required be improved to provide funds preferably program resources or program modules that are suitable for this perform the procedure described above.

Additional features and benefits The invention is more preferred from the following description embodiments with reference to the drawings.

The invention is based on the following the drawings closer explained become.

1 : Procedure for handling the call of a first call in a call center;

2 : Procedure for handling the call of a frequent user in a call center;

3 : Procedure for handling a call to a VIP caller in a call center.

The 1 shows a schematic representation of the method for handling the call of a first caller 1.1 in a call center 6 , In the first method step V1, the call of a first call goes 1.1 with the caller number 1.1.1 "089-123456" in the call center 6 on. In the next procedural step V2, all call data, such as call number - which, for example, the called service number of the call center 6 can be -, the call time, the caller number and call date, with the call data in the database 2 compared.

In this database 2 become regular customer data 2.1 and new customer data 2.2 stored separately and sorted by caller number. Among the regular customer data 2.1 All caller data are saved that have called the call center several times, whereby the call threshold, from which one is classified as a regular customer, is entered in the database 2 can be determined.

After it was determined in method step V2 that the first caller 1.1 has never called - caller is not in the database 2 saved - in step V3 all call data are automatically saved under the new customer data 2.2 in the database 2 saved. The saved data of the new customer 2.2.1 contain the caller's number 1.1.1 and the call data 2.2.1.a , such as the new customer’s call time. Furthermore, there is the possibility, for example after a phone call, of further information such as gender, date of birth, email address or further information on the customer / customer profile in a new customer information list 2.2.1.b entered.

An evaluation of the data comparison was carried out in method step V4, then the new customer is put on hold in method step V5.1 3 classified for new customers. In this waiting loop 3 special announcement texts tailored to new customers can be recorded on tape. In step V6.1, the call of the first one is started caller's 1.1 the agent place 3.1 who is specifically staffed by an agent to look after new customers.

The 2 shows a schematic representation of the method for handling the call of a master caller 1.2 in a call center 6 , In the first procedural step V1, the call of a master call goes 1.2 with the caller number 1.2.1 "089-223456" in the call center 6 on. In the next procedural step V2, all call data, such as call number, call time, caller number and call day, with the call data 2.1 and 2.2 in the database 2 compared.

After it was determined in process step V2 that the master caller 1.2 called regularly - the caller is already in the database 2 among the regular customer data 2.1 saved - the individual call data are saved in step V3 2.1 .1 this trunk caller is automatically updated. So this is the current call 1.2 , for example regarding the time and date in the call data 2.1.1.a saved.

After evaluating the data comparison V4, the master caller 1.2 in process step V5.2 on hold for regular customers 4 lined up and in process step V7.x at the agent's place 4.x allocated.

The 3 shows a schematic representation of the method for handling the call of a VIP (Very Important Person) caller 1.3 in a call center 6 , In the first procedural step V1, the call of the VIP caller goes 1.3 with the caller number 1.3 .1 "089-100000" in the call center 6 on. In the next procedural step V2, all call data, such as call number, call time, caller number, call day, with the call data are stored in the database 2 compared.

In method step V2, it was found that the VIP caller was in the database 2 among the regular customer data 2.1 is already registered. In particular, the individual call data 2.1.xa this caller 1.3.1 a high priority caller rating. In the procedural step, this is the current call 1.3 , for example with regard to time and date, in the call data 2.1 .xa saved.

After evaluating the data comparison V4, the VIP caller becomes the agent station in process step V8.2 directly, without intermediate buffering in a waiting loop 5.2 allocated.

It is understood that the above mentioned features of the invention not only in the specified Combination, but also in other combinations or alone can be used without departing from the scope of the invention.

1.1

Call of a first caller

1.2

Call a regular caller

1.3

Call a VIP caller

1.1.1

caller number of the first caller

1.2.1

caller number of the root caller

1.3.1

caller number of the VIP caller

2

Database of the call center

2.1

Regular customer data

2.1.1 until 2.1.x.

saved Regular customer data

1 to x

2.1.1.a until 2.1.x.a.

call data of the regular customer 1 to x

2.1.1.b to 2.l.x.b

Regulars information list

of Regular customers 1 to x

2.2

New customer data

2.2.1 until 2.2.x.

saved Dates of the new

Customers 1 to x

2.2.1.a until 2.2.x.a.

call data of the new customer 1 to x

2.2.1.b until 2.2.x.b.

Information for new customers list

of New customers 1 to x

3

holding pattern For new customers

3.1 up to 3.x

agent position 1 to agent position x

For new customers

4

holding pattern for regular customers

4.1 up to 4.x

agent position 1 to agent

place x for regular customers

5.1 up to 5.x

agent position 1 to agent

place x for VIP Customers

6

Call center

Steps:

• V1 Incoming call to the call center
• V2 Comparison of the currently incoming call data with that in the Call center database
• V3 Storage of the call data and update of the data of the database
• V4 Evaluation of the data comparison
• 5.1 Placement in the new customer waiting loop
• V5.2 Inclusion in the regular customer queue
• V6.1 to V6.6 Allocation of the new customer call to the agent place 3.1 to 3.x
• V7.1 to V7.6 Allocation of the regular customer call to the agent place 4.1 to 4.x
• Direct allocation, without queuing, of the VIP customer call to the agent's place 5.1 to 5.x

Claims (13)

Procedure for handling calls ( 1.1 to 1.3 ) in a call center ( 6 ), with incoming calls ( 1.1 to 1.3 ) can be individualized by the existing telephone number and / or by entering a code by a caller and sent to a variety of agent positions according to specified criteria ( 3.1 to 5.x ) distributed and if necessary in a waiting loop ( 3 . 4 ) for the selected agent positions ( 3.1 to 5.x ) and characteristic call data ( 2.1.1.a to 2.2.xa ) in a database ( 2 ) with reference to the caller number ( 1.1.1 to 1.3.1 ) are saved, characterized in that the call data ( 2.1.1.a to 2.1.xa ) incoming calls ( 1.1 to 1.3 ) automatically with the data ( 2.1 . 2.2 ) the database ( 2 ) are compared and, according to the resulting comparison results, the calls ( 1.1 to 1.3 ) automatically and individually to predetermined agent positions ( 3.1 to 5.x ) be redistributed. Method according to the preceding claim 1, characterized in that the call data ( 2.1.1.a to 2.1.xa ) incoming calls ( 1.1 to 1.3 ) and the stored data ( 2.1.1 to 2.2.x ) are statistically evaluated when the call arrives (V4) and caller profiles are created from it. Method according to the preceding claim 2, characterized in that the caller profiles for more targeted forwarding of incoming calls ( 1.1 to 1.3 ) to the agent places ( 3.1 to 5.x ) be used. Method according to one of the preceding claims 2 and 3 , characterized in that the caller profiles at the agent positions ( 3.1 to 5 .x) as a source of information for the agent. Method according to one of the preceding claims 1 to 4 , characterized in that the calls ( 1.1 to 1.3 ) whose call data ( 2.1.1.a to 2.1.xa ) not yet in the database ( 2 ) are saved to an agent place ( 3.1 to 3.x ) to be sent to answer calls ( 1.1 ) is provided by first callers. Method according to one of the preceding claims 1 to 5 , characterized in that when there is an incoming call ( 1.1 to 1.3 ) the number of incoming calls is determined and from a certain number, this call ( 1.2 ) an agent place ( 4.1 to 4.x ) which is used to answer calls ( 1.2 ) is intended by frequent users. Method according to one of the preceding claims 1 to 6, characterized in that certain calls ( 1.3 ) directly to special agent places ( 5.1 to 5.x ) are forwarded or if necessary these calls ( 1.3 ) on hold ( 3 . 4 ) are placed, with these calls ( 1.3 ) priority over other calls ( 1.1 . 1.2 ) pass the holding pattern. Method according to one of the preceding claims 1 to 7, characterized in that the call ( 1.1 to 1.3 ) via his caller number ( 1.1.1 to 1.3.1 ) is assigned to at least one predefined caller profile similar call mask. Method according to one of the preceding claims 1 to 8, characterized in that under the call data ( 2.1.1.a to 2.2.xa ) the day of the week and the time of the call ( 1.1 to 1.3 ) is saved. Method according to one of the preceding claims 1 to 9 , characterized in that under the call data ( 2.1.1.a to 2.2.xa ) the call number, i.e. the call number called by the caller, is saved. Method according to one of the preceding claims 1 to 10, characterized in that under the call data ( 2.1.1.a to 2.2.xa ) the regional assignment of the call ( 1.1 to 1.3 ) and the membership of a group is saved, which is based on the area code of the call ( 1.1 to 1.3 ) he follows. Method according to one of the preceding claims 1 to 11, characterized in that certain calls ( 1.1 to 1.3 ) regarding their caller number ( 1.1.1 to 1.3.1 ) or with regard to the entered license plate in the call center ( 6 ) are filtered so that the transfer of the call ( 1.1 to 1.3 ) being affected. Call center in which incoming calls ( 1.1 to 1.3 ), which are individualized by the existing telephone number and / or by entering a code by a caller and sent to a variety of agent positions according to specified criteria ( 3.1 to 5.x ) are distributed and, if necessary, put on hold ( 3 . 4 ) for the selected agent positions ( 3.1 to 5.x ) are classified, characterized in that means are provided, preferably program means or program modules, which carry out the method according to method claims 1 to 12.