Systems and method for call center agent performance improvement driven by call reason norms
US9392114B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Jan 27, 2016 |
| Grant date | Jul 12, 2016 |
| Priority date | — |
| Expiry date | Jan 27, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer system for evaluating and coaching call center employee performance, comprising at least one processor, a non-transitory memory, and an application stored in the memory. When executed, the application: collects call reports about calls to telephone systems at different call centers; collects information about the calls from a call center computer system, where the information identifies call notes entered by agents, computer screens viewed by agents while handling a call, and a call reason determined by the call center computer system; determines a call handling performance for each call reason handled by an agent, for each agent; determines call handling performance statistics for each call reason, based on the call handling performances of all the agents; and provides a user interface to compare call handling performance by call reason among agents' supervisors, based on the call handling performance of each supervisor's agents relative to the call handling performance statistics.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.