Customer care call routing
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United States of America Patent
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Mar 5, 2013
Grant Date -
N/A
app pub date -
Jan 28, 2011
filing date -
Jan 28, 2011
priority date (Note) -
Expired
status (Latency Note)
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Abstract
A system for automatically collecting, displaying, analyzing and projecting data associated with inbound and outbound calls at a plurality of customer care call centers is presented. The system comprises a computer system, a memory, and an application stored in the memory that, when executed by the computer system, stores inbound call metrics about calls to a plurality of customer care call centers, and stores outbound call metrics about calls directed outbound from the plurality of customer care call centers. The system further determines a current call handling status of the plurality of customer care call centers, projects a future status of the plurality of customer care call centers based on the inbound call metrics, on the outbound call metrics, on the current call handling status, and on a call handling plan, and performs an action based on the projected future status of the plurality of customer care call centers.
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