Call center services system and method

Abstract

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.

1 . A method for providing automated call distribution services, the method comprising: 
 receiving an incoming call;    identifying a caller making the call;    determining the likely reason for the call; and    selecting an agent skill group based on the likely reason for the call.    
   
   
       2 . The method of  claim 1 , wherein the method is implemented via a network.  
   
   
       3 . The method of  claim 2 , wherein the network is the Internet.  
   
   
       4 . The method of  claim 1 , wherein the method is implemented via voice and data communication lines.  
   
   
       5 . The method of  claim 1 , further comprising: 
 if an agent from the skill group is available, providing the agent with access to the caller's account information and a script based on the likely reason for the call.    
   
   
       6 . The method of  claim 1 , further comprising: 
 updating the caller's account information.    
   
   
       7 . The method of  claim 1 , further comprising: 
 if an agent from the skill group is not available, providing the caller with an automated script based on the likely reason for the call.    
   
   
       8 . The method of  claim 1 , wherein the caller is identified by the caller's telephone number.  
   
   
       9 . The method of  claim 1 , wherein the caller is identified via data received from the caller.  
   
   
       10 . The method of  claim 1 , further comprising: 
 capturing the agent's actions for training and evaluation purposes.    
   
   
       11 . The method of  claim 1 , further comprising: 
 providing forecasts to determine the number of expected incoming calls; and    determining the number of agents necessary to support the predicted number of calls.    
   
   
       12 . The method of  claim 1 , further comprising: 
 collecting information about the incoming call; and    providing statistical reports.    
   
   
       13 . A method for providing automated call distribution services, the method comprising: 
 receiving an incoming call;    identifying the caller making the call;    accessing the caller account information based on the identification;    determining the likely reason for the call based on recent caller account activity;    selecting an appropriate agent skill group;    routing the call to an available agent of the selected skill group;    providing the available agent with access to the caller account information;    providing the available agent with a script based on the likely reason for the call; and    updating the caller's account information based on interaction between the caller and the agent.    
   
   
       14 . The method of  claim 13 , further comprising: 
 providing the caller with an automated script based on the likely reason for the call, if an agent from the selected skill group is not available.    
   
   
       15 . A method for providing automated call distribution services, the method comprising: 
 forecasting a number of expected inbound calls;    determining a number of agents to support the forecasted inbound calls;    creating schedules for the determined number of agents; and    tracking the performance of each agent.    
   
   
       16 . The method of  claim 15 , further comprising: 
 adjusting the number of agents based on the actual performance.    
   
   
       17 . A method for optimizing automated call center distribution services, the method comprising: 
 selecting a list of customers to be contacted;    identifying an appropriate agent skill set to contact the customers on the list;    identifying a number of agents with the skill set to contact the customers on the list;    forecasting a best time to initiate contact with a customer on the list; and    forecasting a best dial sequence for initiating contact with the customer on the list.    
   
   
       18 . The method of  claim 17 , further comprising: 
 providing a prompt to the agent based on the reason for contacting the customer.    
   
   
       19 . A system for providing automated call distribution services, the system comprising: 
 means for receiving an incoming call;    means for identifying a caller making the call;    means for determining the likely reason for the call; and    means for selecting an agent skill group based on the likely reason for the call.    
   
   
       20 . A system for providing automated call distribution services, the system comprising: 
 means for forecasting a number of expected inbound calls;    means for determining a number of agents to support the forecasted inbound calls;    means for creating schedules for the required number of agents; and    means for tracking agents' actual performance.    
   
   
       21 . A system for optimizing automated call center distribution services, the system comprising: 
 means for selecting a list of customers to be contacted;    means for identifying an appropriate agent skill set to contact the customers on the list;    means for identifying a number of agents with the skill set to contact the customers on the list;    means for forecasting a best time to initiate contact with a customer on the list; and    means for forecasting a best dial sequence for initiating contact with the customer on the list.    
   
   
       22 . A computer program product comprising a computer usable medium having control logic stored therein for causing a computer to provide automated call distribution services, the control logic comprising: 
 first computer readable program code means for receiving an incoming call;    second computer readable program code means for identifying a caller making the call;    third computer readable program code means for determining the likely reason for the call; and    fourth computer readable program code means for selecting an agent skill group based on the likely reason for the call.    
   
   
       23 . A computer program product comprising a computer usable medium having control logic stored therein for causing a computer to provide automated call distribution services, the control logic comprising: 
 first computer readable program code means for forecasting a number of expected inbound calls;    second computer readable program code means for determining a number of agents to support the forecasted inbound calls;    third computer readable program code means for creating schedules for the required number of agents; and    fourth computer readable program code means for tracking agents' actual performance.    
   
   
       24 . A computer program product comprising a computer usable medium having control logic stored therein for causing a computer to optimize automated call distribution services, the control logic comprising: 
 first computer readable program code means for selecting a list of customers to be contacted;    second computer readable program code means for identifying an appropriate agent skill set to contact the customers on the list;    third computer readable program code means for identifying a number of agents with the skill set to contact the customers on the list;    fourth computer readable program code means for forecasting a best time to initiate contact with a customer on the list; and    fifth computer readable program code means for forecasting a best dial sequence for initiating contact with the customer on the list.