Browse Prior Art Database

Method for Community Sourcing of Call Centers

IP.com Disclosure Number: IPCOM000189461D
Original Publication Date: 2009-Nov-09
Included in the Prior Art Database: 2009-Nov-09
Document File: 3 page(s) / 24K

Publishing Venue

IBM

Abstract

Disclosed is a method which enables call centers to focus direct call staff on higher value calls in order to increase customer satisfaction. The method comprises a series of core elements which include virtual community staffing, rank and reputation, payment along with a survey to determine both, security, routing and skills identification in order to augment and compliment existing services, and reduce operating costs.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 47% of the total text.

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Method for Community Sourcing of Call Centers

The method is to provide a method to augment the traditional call center. The core idea leverages people who are not directly on the payroll of the call center in order to answer calls to the call center, and resolve the issue for fractional payment of the total cost of the service call.

Virtual Community Staffing

The people that staff the "community call center" form a community of experts capable of addressing customer issues in specified knowledge areas. Therefore, the staff could be located anywhere in the world. The staff could be located at any endpoint as long as telephony presence is available (telepresence). The Virtual Staff would not negatively impact Real Estate costs, or other costs in staffing a physical call center. The virtual staff would also have location based awareness in order to be able to address customer issues within the geographic area or areas defined. The staff would also have a profile describing preferences, locations and details which would influence the routing of customer calls to the staff.

The virtual staff's telepresence would influence the availability for servicing an incoming call.

The virtual staff would be selected based by a call routing system which would look at skills, rank, rate and reputation

The virtual staff would be backed up by a Level 2 Expert team for issues the virtual staff is unable to resolve in a reasonable amount of time.

Skills Identification

The Skills Identification would be initially done with an entry test and/or interview to determine expertise, and then becoming the means by which the virtual staff rise to the top of the call queue, and allow the staff to source community calls as Virtual Staff.

Rank Rate and Reputation

The community operator would be rated based on successes and failures. The success/failure would determine the rating. Ratings would be used to rank all operators within the community. The rating would be visible to the Routing component, and the reputation would also be visible to the system and the operator.

The rating and reputation conflicts could be mediated by a secondary service or person which would look into the issues, and take appropriate action based on rating feedback.

Survey

The survey could be completed through any of the many systems described for surveys: Text Messages / Integrated Voice Response / On-line.

As the method relies on feedback to rank and rate the virtual staff, the system makes it possible to provide incentives whereby a discount would be applied to the service rendered for the customer.

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In systems where customer has a satisfactory experience, the system could provide additional

priority or routing weight to a callers future call to the virtual call center

Example:


A client calls the Call Center.

Routing Mechanism finds available staff Completes call with Virtual Staff - Matt
The client completes a Survey
The Survey effect...