System and method for prioritizing telephone call campaigns based on campaign productivity
US6751310B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Apr 5, 2000 |
| Grant date | Jun 15, 2004 |
| Priority date | — |
| Expiry date | Apr 5, 2020 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5158
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method automatically allocates agent resources and prioritizes call campaigns to maximize productivity of a call center by prioritizing call distribution along with agent resource allocation to those campaigns enjoying a high level of success, such as sales success, during a particular period of time. A plurality of call campaigns are grouped together to form a pacing group. Each call campaign in the pacing group is then assigned a campaign pacing ratio each having a sales success criteria. During the processing of the call campaigns, the pacing ratio of each call campaign will then be adjusted, whereby those campaigns realizing higher levels of current sales success will have their pacing ratios increased while those experiencing lower levels of current success will have their pacing ratios decreased.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.