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Method for Personalized Call Center Service

IP.com Disclosure Number: IPCOM000032477D
Original Publication Date: 2004-Nov-05
Included in the Prior Art Database: 2004-Nov-05
Document File: 1 page(s) / 40K

Publishing Venue

IBM

Abstract

Disclosed is a method to make calls to call centers more personal. thus establishing a more intimate relationship with the customer, and thus improving customer relationships and customer retention. This is done by designating a set of individuals to serve the needs of a particular caller.

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Method for Personalized Call Center Service

Disclosed is a method to make calls to call centers more personal. Companies are using call centers to provide a broad range of services. Although this is an efficient way to handle customer interactions and inquiries, it lends an anonymous character to the transactions. What is needed is a way to make calls to call centers more personal, thus establishing a more intimate relationship with the customer, thus improving customer relationships and customer retention. This is done by designating a set of representatives to serve the needs of a particular caller.

The method consists of receiving a communication from an individual caller, identifying a group of one or more service representatives (reps) associated with that individual, and routing the communication to one of the service representatives. In addition, the individual caller may be notified of the identities of the group of service representatives. Further, the group may be identified by analyzing call center interactions, e.g. preferentially routing calls to reps who have served the individual in the past. Successfully service may include the realization of high per-call sales, prompt responses, or responses that have received high ratings in performance surveys. If a preferred rep is not available, the call may be deferred, for instance, by relaying a message to the representative to call back later; or by contacting the representative at another location.

The...