Database allocation and analytics for service call centers
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United States of America Patent
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Nov 28, 2017
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N/A
app pub date -
Apr 21, 2014
filing date -
Apr 21, 2014
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Abstract
A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the analyzed collected data such that the nature of the customer call matches with corresponding one or more favorable attributes of the call center.
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