Determining most effective call parameters and presenting to representative

US9813554B2 · kind B2 · utility

Assignee

• Bank of America Corporation · US

Inventors

• Hudson Philip Hoen, IV · Wegberg, DE
• Ryan Scott Heller · Middletown, US

Key dates

• Filing date: Nov 5, 2013
• Grant date: Nov 7, 2017
• Expiry date: Nov 5, 2033

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/551
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Embodiments of the invention are directed to a system, method, or computer program product for determining most effective call parameters for a representative-customer interaction for a representative working to recover payment in arrears. Embodiments of the invention retrieve call history data and date of payment data; correlate the call history data and the payment data; determine success information based on the correlation of call history data and payment data; and present the success information to the representative for improving likelihood of future success. Other embodiments retrieve call history data and determine best time and/or channel for contacting the customer in order to achieve customer contact.