System And Method For Determining Customer Hold Times
A system and method for determining customer hold times is provided. A database of caller profiles is maintained. A call from a caller is received into a call center and assigned to an agent. A delay during which the caller is to be placed on hold is identified. A hold time for the delay is determined based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.
1 . A system for determining customer hold times, comprising:
a database to maintain caller profiles;
a call receipt module to receive from a caller, a call into a call center;
a call assignment module to assign the call to an agent;
an identification module to identify a delay during which the caller is to be placed on hold; and
a determination module to determine a hold time for the delay based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.
2 . A system according to claim 1 , wherein each caller profile comprises at least one of a last hold time, personal prompt, options selections, modifications by the caller, address, contact information, reason for the call, and credit card data.
3 . A system according to claim 1 , further comprising:
an option module to provide caller options that enable the caller to navigate to a specific topic.
4 . A system according to claim 3 , further comprising:
an attribute module to obtain caller attributes associated with the caller;
an evaluation module to evaluate the obtained caller attributes; and
the option module to provide the caller options based on the evaluated caller attributes.
5 . A system according to claim 1 , further comprising:
a profile module to access the caller profile associated with the caller; and
a display to display the caller profile to the agent.
6 . A system according to claim 1 , further comprising:
a content module to play content to the caller during the delay.
7 . A system according to claim 6 , wherein the content is customized to at least one of the caller and a situation surrounding the call.
8 . A system according to claim 1 , further comprising:
a process module to perform at least one of in-progress call processing and post-call processing, comprising:
a speech identification module to identify speech utterances in the call;
a speech analysis module to analyze the speech utterances; and
a data storage to stor a record of the call.
9 . A system according to claim 1 , further comprising:
a presentation module to display multiple call sessions for the agent.
10 . A system according to claim 1 , wherein the delay is due to at least one of agent unavailability and call volume.
11 . A method for determining customer hold times, comprising:
maintaining a database of caller profiles;
receiving from a caller, a call into a call center;
assigning the call to an agent;
identifying a delay during which the caller is to be placed on hold; and
determining a hold time for the delay based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.
12 . A method according to claim 11 , wherein each caller profile comprises at least one of a last hold time, personal prompt, options selections, modifications by the caller, address, contact information, reason for the call, and credit card data.
13 . A method according to claim 11 , further comprising:
upon receipt of the call, providing caller options that enable the caller to navigate to a specific topic.
14 . A method according to claim 13 , further comprising:
obtaining caller attributes associated with the caller;
evaluating the obtained caller attributes; and
providing the caller options based on the evaluated caller attributes.
15 . A method according to claim 11 , further comprising:
accessing the caller profile associated with the caller; and
displaying the caller profile to the agent.
16 . A method according to claim 11 , further comprising:
playing content to the caller during the delay.
17 . A method according to claim 16 , wherein the content is customized to at least one of the caller and a situation surrounding the call.
18 . A method according to claim 11 , further comprising:
performing at least one of in-progress call processing and post-call processing, comprising:
identifying speech utterances in the call;
analyzing the speech utterances; and
storing a record of the call in a database.
19 . A method according to claim 11 , further comprising:
displaying multiple call sessions for the agent.
20 . A method according to claim 11 , wherein the delay is due to at least one of agent unavailability and call volume.