Granted Patent B2

US 7,616,756 · App. 10/739,563 · Granted Nov 10, 2009

Abstract

Claims (42)

1. The method of operating a call center, comprising the steps of:

categorizing common inquiries into request and sub-request types;

receiving a request from a caller and handling said request via a referral;

logging said request into a log according to first access resolution criteria, and said request and sub-request types;

periodically analyzing said log using a scoring system to determine first access resolution results by sub-request type; and

enhancing content of said referral for those of said sub-request types having scores below a predefined value for said first access resolution results.

2. The method of claim 1 , wherein said referral comprises reference to a URL.

3. The method of claim 1 , further comprising identifying most frequently asked questions from callers at said call center, and categorizing said questions to form said request and sub-request types.

4. The method of claim 1 , further comprising entering codes for said request and sub-request types into a tracking tool.

5. The method of claim 1 , further comprising periodically analyzing said log to determine first access resolution results by request and sub-request type.

6. The method of claim 1 , wherein said first access resolution criteria includes referral to a specific URL which addresses said request.

7. The method of claim 1 , wherein said request is received by a call center agent employee.

8. The method of claim 7 , further comprising educating said agent employee in said request and sub-request types and said first access resolution criteria.

9. The method of claim 1 , further comprising determining whether said referral was accepted and entering the acceptance into said log.

10. The method of claim 1 , further comprising periodically validating said request and sub-request types.

11. A computer system for operating a call center, said system comprising:

means for categorizing common inquiries into request and sub-request types;

means for identifying a referral for a request received at said call center;

means for logging said request into a log according to first access resolution criteria, and said request and sub-request types;

means for periodically analyzing said log using a scoring system to determine first access resolution results by sub-request type; and

means for enhancing content of said referral for those of said sub-request types having scores below a predefined value for said first access resolution results.

12. The system of claim 11 , wherein said referral comprises reference to a URL.

13. The system of claim 11 , further comprising means for identifying most frequently asked questions form callers at said call center, and categorizing said questions to form said request and sub-request types.

14. The system of claim 11 , wherein said first access resolution criteria includes referral to a specific URL which addresses said request.

15. A computer program product embodied in a computer readable storage medium for operating a system comprising a network I/O, a CPU, and one or more database, for implementing a method of operating a call center, said computer program product comprising:

first program instruction means for categorizing common inquiries into request and sub-request types;

second program instruction means for receiving a request from a caller and handling said request via a referral;

third program instruction means for logging said request into a log according to first access resolution criteria, and said request and sub-request types;

forth program instruction means for periodically analyzing said log using a scoring system to determine first access resolution results by sub-request types; and

fifth program instruction means for enhancing content of said referral for those of said sub-request types having scores below a predefined value for said first access resolution results.

16. The computer program product of claim 15 , wherein said referral comprises reference to a URL.

17. The computer program product of claim 15 , further comprising program instruction means for identifying most frequently asked questions from callers at said call center, and categorizing said questions to form said request and sub-request types.

18. The computer program product of claim 15 , wherein said first access resolution criteria includes referral to a specific URL which addresses said request.

19. A method of providing call center operation capability to a client, comprising the steps of:

delivering to said client a means for categorizing common inquiries into request and sub-request types;

delivering to said client a means for receiving a request from a caller and handling said request via a referral;

delivering to said client a means for logging said request into a log according to first access resolution criteria, and said request and sub-request types;

delivering to said client a means for periodically analyzing said log using a scoring system to determine first access resolution results by sub-request type; and

delivering to said client a means for enhancing content of said referral for those of said sub-request types having scores below a predefined value for said first access resolution results.

20. The method of claim 19 , wherein said referral comprises reference to a URL.

21. The method of claim 19 , further comprising delivering to said client a means for identifying most frequently asked questions from callers at said call center, and categorizing said questions to form said request and sub-request types.

22. The method of claim 19 , wherein said first access resolution criteria includes referral to a specific URL which addresses said request.

Assignments (9)