Method and system for improved routing of repair calls to a call center
US7545925B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Dec 6, 2002 |
| Grant date | Jun 9, 2009 |
| Priority date | — |
| Expiry date | Jan 9, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/22
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and system are provided for improved routing of repair calls in a call center. A call routing system receives a repair call from a calling party and determines if the calling party is a first time caller or a repeat caller based on identification data associated with the calling party. If it is determined that the calling party is a first time caller, the repair call is routed to a first group of customer service assistants. If it is determined that the calling party is a repeat caller, the repair call is routed to a second group of customer service assistants. The calls may be routed based on an input entered into the system by a calling party. The input may be a voice command or a predetermined key on a telephone keypad.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.