Method and apparatus for scheduling automatic call distribution system callers

This invention relates in general to automatic call distribution systems, and more particularly to providing alternatives to waiting in long queues for an agent.

An automatic call distribution system (hereinafter ‘ACD system’) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions. Many companies offering sales and service support use ACD systems to validate callers, make outgoing responses, gather usage statistics, forward calls to agents, and provide other services.

ACD systems are utilized in call centers to provide information automatically to callers based on programmed database handling instructions, and to forward callers to operators, referred to as “agents” in ACD terminology. When a caller calls into a call center, the ACD system within the call center can provide information to the caller. The ACD system can be configured to allow the caller to request an agent. Callers request an agent by depressing the keys on their telephone dial pad. After requesting an agent, the ACD system typically routes the caller through a queue before connecting the caller to an agent. The caller has the option to indicate the requested service or skill, e.g., home insurance vs. car insurance, and the ACD system will queue the caller for the right agent. Some ACD systems inform the caller how long the wait will be for an agent. This allows callers to chose whether they want to wait in the queue or whether they want to call back at a different time.

In accordance with the present invention, disadvantages and problems associated with waiting for an agent on an ACD system have been reduced or eliminated. In particular, a caller can request a reservation to call back at another time when the wait time for the caller may be reduced.

In accordance with one embodiment of the present invention, a method for reducing the wait time of a caller in an ACD system is provided. An aspect of the invention includes receiving a call from a caller, receiving an indication that the caller is to speak with one of a plurality of agents, and determining a particular time for the caller to speak with one of the plurality of agents.

Another aspect of this invention includes sensing that a queue of calls is below a threshold indicative of an availability of an agent, and transmitting a message to a caller that an agent is about to become available.

Yet another aspect of this invention includes receiving a call from a caller, and receiving an indication that the caller is to speak with one of a plurality of agents. The caller is informed of a delay before the caller can speak to one of the plurality of agents and offered an opportunity to establish a reservation to call back at a particular time. The caller indicates that the caller would like to make the reservation. The caller may be able to specify the preferred time for the reservation. The caller is provided with a reservation code, and informed to call back at the agreed upon time.

Important technical advantages of certain embodiments of the present invention include shorter wait times when waiting to speak with an agent after calling into an ACD system, reducing the cost a company must expend for supplying toll-free calls, reducing the time callers spend in queues, reducing the number of servers required to operate call centers, increasing the volume of calls at times that historically have low volumes of calls, and improved ability to predict the number of incoming calls at a given time and thus schedule agents to handle the incoming calls more appropriately.

Other technical advantages will be readily apparent to one skilled in the art from the following figures, descriptions and claims.

For a more complete understanding of the present invention and its advantages, reference is now made to the following description, taken in conjunction with the accompanying drawings, in which:

FIG. 1 is a block diagram illustrating a call center system of the present invention;

FIG. 2A is a flow chart illustrating a process of the present invention for responding to a caller requesting an agent;

FIG. 2B is a flow chart illustrating a part of the process shown in FIG. 2A ;

FIG. 3 is a flow chart illustrating a process of the present invention for informing a caller to call a call center.

Throughout the figures, unless otherwise stated, the same reference numerals and characters are used to denote like features, elements, components, or portions of the illustrated embodiments. Moreover, while the subject invention will now be described in detail with reference to the figures, and in connection with the illustrative embodiments, changes and modifications can be made to the described embodiments without departing from the true scope and spirit of the subject invention as defined by the appended claims.

FIG. 1 illustrates a call center system 100 of the present invention. The call center system 100 including a call center 101 , a communications network 150 , a communications link 152 , a group of callers 140 , and a group of phone lines 142 is provided. In a certain embodiment, the communications network 150 is the public telephone network. The call center 101 includes an ACD system 102 and a group of agents 130 .

A caller from the group of callers 140 calls into the call center 101 through the communications network 150 . The caller can use by way of example a conventional telephone, a soft phone, which runs on a personal computer, or an Internet protocol enabled phone. Once the call center 101 receives the call, the caller's call is routed to the ACD system 102 . The ACD system 102 includes a central processing unit 104 , an automatic speech recognition system 106 , a data storage element 108 , a database 110 , and a drop-in queue 120 . The ACD system 102 interacts with the caller, providing the caller with the information the ACD system 102 is programmed to provide. In some systems, if the ACD system 102 is not programmed to provide the caller with the information the caller needs, the caller can be routed to one of the agents from the group of agents 130 .

If the caller indicates that the caller wants to speak with one of the agents from the group of agents 130 , the caller is routed through the drop-in queue 120 to one of the agents from the group of agents 130 . Routing the caller through the drop-in queue 120 allows for the eventuality that all call center agents are busy. If all agents are busy, the caller can wait in the drop-in queue 120 along with other callers until one of the agents from the group of agents 130 is available. Typically, the drop-in queue 120 is a first-in-first-out queue. If the caller wants to speak with one of the agents from the group of agents 130 , the caller can wait in the drop-in queue 120 .

The wait time while a caller is in the drop-in queue 120 can vary widely. Some call centers 101 provide the caller with a projected length of time before the caller will be able to speak with an agent. This is typically done by taking the total number of callers in the drop-in queue 120 and multiplying that number by the average time it takes an agent to answer a caller's questions.

If the caller does not want to wait in the drop-in queue 120 along with other callers until an agent is available, the caller is routed to a reservation center 121 for the caller to make a reservation. The caller is routed to a reservation queue 122 if the caller has a reservation and if the caller calls at the “reserved” time slot. In a certain embodiment, the drop-in queue 120 and the reservation queue 122 are first-in-first-out queues. In a certain embodiment, the order in the reservation queue is according to the time of the reservation provided the caller called in at the time the caller was assigned. In a certain embodiment, the reservation queue 122 has a higher priority than the drop-in queue 120 , such that each of the callers waiting in the reservation queue 122 are routed to one of the agents from the group of agents 130 sooner than the caller would have been routed to one of the agents of the group of agents 130 from the drop-in queue 120 . This may be controlled by directing all or a portion of all calls in the reservation queue 122 to one of the agents prior to routing the next call in the drop-in queue 120 scheduled to be routed to one of the agents.

In an alternate embodiment, callers from the drop-in queue 120 are routed to a first group of agents and callers from the reservation queue 122 are routed to a second group of agents. Wait time may be controlled by limiting the number of reservations allocated for a particular time frame and/or by assigning the right number of agents to handle the callers with reservations. In an alternative embodiment the callers with reservations call in using phone lines/numbers different from the callers without reservations.

FIGS. 2A and 2B illustrate a process 200 of the present invention for responding to a caller requesting an agent. The call center 101 receives a call from a caller of the group of callers 140 at step 202 and connects the caller with the ACD system 102 . The caller is queried as to whether the caller would like to speak with an agent at step 204 . If the caller does not want to speak with an agent, the process 200 exits. If the caller would like to speak with an agent, the process 200 advances to step 206 .

At step 206 , the caller is queried as to whether the caller has a reservation to speak with an agent. If the caller indicates that the caller does have a reservation to speak with an agent, the process 200 advance to step 216 . If the caller does not have a reservation to speak with an agent, the process advances to step 208 .

At step 208 , the ACD system 102 calculates a wait time for the drop-in queue 120 . The ACD system 102 calculates the wait time by determining the number of callers currently waiting in the drop-in queue, and multiplying that number by the average length of time the agents of the group of agents 130 spend speaking with a caller. At step 210 , the ACD system 102 informs the caller of the wait time for the drop-in queue 120 .

After informing the caller of the wait time, the ACD system 102 gives the caller the opportunity to make a reservation at step 212 . If the caller would like to make a reservation, the process 200 advances to step 214 and the reservation is made at the reservation center 121 . If the caller does not want to make a reservation, the process advances to step 213 . At step 213 , the ACD system 102 places the caller in the drop-in queue, then exits the process 200 .

The ACD system 102 issues the caller a reservation at step 214 . The ACD system 102 informs the caller of a reservation time for the caller, and issues the caller a reservation code. The reservation time is a time frame within which the reservation code will be recognized by the ACD system 102 . The reservation code may be an alphanumeric code which can be inputted through the keypad of a traditional phone. After the reservation code and time are issued and stored in the ACD system 102 , the process 200 exits.

In an alternate embodiment, the reservation code is suggested by the caller. In another alternate embodiment, the reservation code is a recording of the caller speaking his or her name or some other identification. When the caller calls back, the ACD system 102 uses the ASR system 106 to match the recording stored in the data storage element 108 with the name or other identification the caller spoke over the phone.

In an alternate embodiment, the reservation time is negotiated between the caller and the ACD system 102 . The negotiation may include by way of example, the amount of time the caller is willing to wait and/or when the caller is available. At certain times, the caller may be willing to wait longer than at other times. The caller may use the phone keypad or employ the ASR system 106 to convey information to the ACD system 102 during the negotiation.

In another alternate embodiment, the ACD system 102 presents the caller with a number of alternative reservation time frames from which the caller can pick the most convenient. In an alternative embodiment, the caller indicates the time frame within which the caller wants to call back and the ACD system 102 informs the caller of the next available time and/or day.

At step 216 , the caller is prompted to enter the previously issued reservation code. The caller enters the reservation code and indicates that he or she has finished entering the reservation code. The ACD system 102 verifies that the reservation code is valid at step 218 . The ACD system 102 verifies that the code is valid by looking for the entered code within the database 110 . If the entered code is stored as a valid code for the current time within the database 110 , the process 200 advances to step 220 where the caller is transferred or directed to the reservation queue 122 . If the entered code is not stored as a valid code for the current time or the code is not valid, the process 200 advances to step 222 .

At step 222 , the ACD system 102 informs the caller of the reason the reservation code is not valid. At step 224 , the caller is directed as appropriate.

FIG. 2B shows in greater detail how the caller is directed at step 224 . It is determined at step 226 whether the entered reservation code exists. If the ACD system 102 does not find the entered reservation code in the database 110 at step 228 , the caller is informed that the entered reservation code does not exist and the process 200 advances to step 208 to determine whether the caller wants to make a new reservation. If the ACD system 102 finds the entered reservation code, at step 230 the ACD system 202 determines whether the reservation code is valid for a later time. If the reservation code is valid at a later time, at 232 the caller is informed of the proper time to call and the process 200 exits. Alternatively, the call may be placed in the reservation queue 122 which is sorted by the time of the reservation. If the ACD system 102 finds the entered reservation code was valid at an earlier time, at step 234 the caller is informed that the reservation time has passed, and the process 200 advances to step 208 to determine whether the caller would like to make another reservation for a later time.

Returning to FIG. 2A , if at step 218 the reservation code is found to be valid, the ACD system 102 transfers the caller to the reservation queue 122 at step 220 . After the caller is transferred to the reservation queue 122 , the process 200 exits.

FIG. 3 illustrates a process 300 for notifying a caller with a reservation that it is a good time to call the call center 102 . At step 302 , the ACD system 102 senses that the number of callers in the drop-in queue 120 has decreased to a currently set threshold. The currently set threshold may be fixed or may be set in accordance with any number of parameters including the time of day, day of the week, season, number of agents available, empirical or statistical data or any other parameter that may correspond to an acceptable waiting time. In other words, the ACD system 202 senses that agents are about to become available. Once the ACD system 102 senses this current set threshold, the process 300 advances to step 304 .

At step 304 , the ACD system 102 notifies a number of callers with reservations that it would be a good time to call the call center, because the group wait time is short. Callers can be notified any number of ways, including instant messaging, pager, cell phone, work phone, and home phone. Alternatively, the ACD system 102 can call the callers instead of informing them that it is a good time to call. After the callers are informed, the process 300 exits. In an alternative embodiment, the caller selects the threshold that corresponds to a certain wait time. In other words, if a caller is willing to wait 15 minutes, the caller will be connected at step 304 when that threshold is reached. Another caller may set the threshold for 5 minutes.

Although the present invention has been described with several embodiments, a myriad of changes, variations, alterations, transformations, and modifications may be suggested to one skilled in the art, and it is intended that the present invention encompass such changes, variations, alterations, transformations, and modifications as fall within the scope of the appended claims.