System and method of managing calls to a customer service call center

1. A method of managing calls at a call service center, the method comprising:

monitoring a plurality of calls received and monitoring service transactions handled by a plurality of customer service agents;

determining a sales success metric of each of the plurality of customer service agents for each of a plurality of service offerings, wherein the sales success metric is determined based on a percentage of service transactions resulting in a sale;

ranking the customer service agents in terms of the sales success metric for each of the plurality of service offerings;

recording the customer service agent rankings for each of the service offerings;

receiving a telephone call;

determining whether the telephone call is related to a particular service offering of the plurality of service offerings;

determining one or more customer service agents that are available using a vacation planning and tracking application; and

transferring the telephone call to a top ranked customer service agent associated with the particular service offering when the top ranked customer service agent is available.

2. The method of claim 1 , further comprising transferring the telephone call to a next highest ranked customer service agent associated with the particular service offering when the top ranked customer service agent is not available.

3. A method of managing telephone calls at a customer call center, the method comprising:

receiving a telephone call;

determining whether the telephone call is a repeat telephone call related to a prior call;

determining a reason for the telephone call;

determining whether the reason for the telephone call is associated with a particular service offering of a plurality of service offerings;

determining one or more call agents that are available and currently assigned to work using a vacation planning and tracking application;

determining whether the one or more call agents that are available and currently assigned to work are idle at the time of the telephone call; and

routing the telephone call to a call agent that is available and idle and that has the highest rank associated with the particular service offering when the telephone call is a repeat telephone call.

4. The method of claim 3 , further comprising determining whether the telephone call is resolved via an integrated voice response server when the telephone call is not a repeat telephone call.

5. The method of claim 4 , further comprising determining an estimated wait time when the telephone call is not resolved via the integrated voice response server.

6. The method of claim 5 , further comprising determining whether the estimated wait time is less than a threshold.

7. The method of claim 6 , further comprising transferring the call to a primary call agent when the estimated wait time is less than the threshold.

8. The method of claim 7 , further comprising determining a number of idle secondary agents when the estimated wait time is not less than the threshold.

9. The method of claim 8 , further comprising determining whether the number of idle secondary agents is greater than a threshold.

10. The method of claim 9 , further comprising transferring the call to a secondary call agent when the number of idle secondary agents is greater than the threshold.

11. The method of claim 9 , further comprising transferring the call to a next available call agent when the number of idle secondary agents is not greater than the threshold.

12. The method of claim 10 , wherein the primary call agent has skills to handle more call issues than the secondary call agent.

13. A system for managing calls at a customer call center, the system comprising:

a call server;

a processor within the call server;

a memory accessible to the processor;

a computer program embedded within the memory, the computer program comprising:

instructions to determine whether the telephone call is a repeat telephone call related to a prior call;

instructions to determine a reason for the telephone call;

instructions to determine whether the reason for the telephone call is associated with a particular service offering;

instructions to determine one or more customer service agents that are available using a vacation planning and tracking application;

instructions to determine, from the one or more customer service agents that are available, a top ranked customer service agent for the particular service offering in terms of a sales success metric, wherein the sales success metric is determined based on a percentage of service transactions resulting in a sale; and

instructions to route the telephone call to the top ranked customer service agent when the telephone call is a repeat telephone call.

14. The system of claim 13 , wherein the computer program further comprises instructions to determine whether the telephone call is resolved via an integrated voice response server when the telephone call is not a repeat telephone call.

15. The system of claim 14 , wherein the computer program further comprises instructions to determine an estimated wait time.

16. The system of claim 13 , further comprising a plurality of customer service agent computers associated with a plurality of customer service agents.

17. The system of claim 16 , wherein the plurality of customer service agents are divided into a plurality of skills groups.

18. The system of claim 17 , wherein the plurality of customer service agent computers includes a set of primary customer service agent computers associated with a set of primary customer service agents having a first set of skills and a set of secondary customer service agent computers associated with a set of secondary customer service agents having a second set of skills.

19. The system of claim 18 , wherein the first set of skills is greater than the second set of skills.

20. A call agent server comprising:

a processor;

a memory accessible to the processor; and

a computer program embedded within the memory, the computer program comprising:

instructions to monitor a plurality of calls received by a plurality of customer service agents;

instructions to rank the plurality of customer service agents in terms of sales success for each service offering of a plurality of service offerings, wherein sales success is determined based on a percentage of service transactions resulting in a sale;

instructions to determine whether a received telephone call is related to a particular service offering of the plurality of service offerings;

instructions to determine one or more of the plurality of customer service agents that are available using a vacation planning and tracking application; and

instructions to transfer the telephone call to a top ranked customer service agent associated with the particular service offering when the top ranked customer service agent is available.

21. The server of claim 20 , wherein the computer program further comprises instructions to transfer the telephone call to a next highest ranked customer service agent associated with the particular service offering when the top ranked customer service agent is not available.

22. The system of claim 20 , wherein the computer program further comprises instructions to transfer the telephone call to one of a group of customer service agents having a sales rank above a threshold for the particular service offering.