Customer callback reward system and method
A system, method and non-transitory computer readable medium including computer-executable instructions for handling calls. In an exemplary method of the disclosure, it may be determined whether a call should be transferred from the VSS to an agent based on, for example, agent availability or queue wait times. When it is determined to transfer the call to the agent, it may be determined whether a callback call should be offered to the caller. When it is determined to offer the callback call, one or more time blocks may be provided to which the caller can initiate the callback call to receive higher priority routing. Upon calling back into the system within one of the time blocks, the call may receive preferential routing treatment.
1. A method, comprising:
when it is determined to transfer a call from a caller via a Voice Self Service (VSS) server to an agent, determining whether a callback call should be offered to the caller;
when it is determined to offer the callback call, informing the caller, by the VSS server, that estimated queue times are high and offering the callback call to the caller during one or more time blocks;
when the callback call offer is declined by the caller, placing the call in a first queue for queuing callers to a call center;
when the callback call offer is accepted by the caller, determining one or more time blocks to which the caller can initiate the callback call to receive higher priority routing;
receiving the callback call and determining whether the callback call is from the caller of the call using one or more Access Point Names and is during one of the one or more time blocks; and
when it is determined that the callback call is from the caller of the call and is during one of the one or more time blocks, placing the callback call into a callback queue for callback callers to the call center that is different to the first queue;
wherein the callback queue has a higher priority than the first queue.
2. The method according to claim 1 , wherein the queue time is determined based on at least one of program logic and agent availability.
3. The method according to claim 1 , wherein when it is determined to offer the callback call, informing the caller, by the VSS server, that a call center can handle the call more efficiently at a later time.
4. The method according to claim 1 , further comprising, when the caller declines the callback call, transferring the call to a queue.
5. The method according to claim 1 , wherein the time blocks are determined by at least one of program logic and agent availability.
6. The method according to claim 1 , wherein the determination of the caller of the callback call is based on at least one of matching Automatic Number Identification (ANI), and account information.
7. The method according to claim 1 , further comprising, when it is determined that the callback call is from the caller of the call, informing the caller that the caller is receiving preferential routing treatment.
8. The method according to claim 1 , wherein placing the callback call into the higher priority queue comprises placing the callback call into the higher priority queue ahead of other calls already in the higher priority queue.
9. A system, comprising:
a Voice Self Service (VSS) server structured to receive and route a call received from a caller;
a memory;
a processor communicably coupled to the memory, the processor structured to:
when it is determined to transfer a call from a caller via a Voice Self Service (VSS) server to an agent, determine whether a callback call should offered to the caller;
when it is determined to offer the callback call, inform the caller, by the VSS server, that estimated queue times are high and offer the caller the callback call during one or more time blocks;
when the callback call offer is declined by the caller, place the call in a first queue that queues callers to a call center;
when the callback call offer is accepted by the caller, determine one or more time blocks to which the caller can initiate the callback call to receive higher priority routing;
receive the callback call and determine whether the callback call is from the caller of the call using one or more Access Point Names and is during one of the one or more time blocks; and
when it is determined that the callback call is from the caller of the call and is during one of the one or more time blocks, place the callback call into a callback queue for callback callers to the call center that is different to the first queue;
wherein the callback queue has a higher priority than the first queue.
10. The system according to claim 9 , wherein the memory stores at least one of program logic and agent availability data used by the processor to determine the queue time.
11. The system according to claim 9 , wherein at least one of the VSS server and processor is structured to provide preferential routing treatment for the callback call including at least one of place the callback call into a higher priority queue and place the callback call into the queue ahead of other calls already in the queue.
12. A non-transitory computer readable medium including computer-executable instructions for:
when it is determined to transfer a call from a caller via a Voice Self Service (VSS) server to an agent, determining whether a callback call should be offered to the caller;
when it is determined to offer the callback call, informing the caller, by the VSS server, that estimated queue times are high and offering the callback call to the caller during one or more time blocks;
when the callback call offer is declined by the caller, placing the call in a first queue for queuing callers to a call center;
when the callback call offer is accepted by the caller, determining one or more time blocks to which the caller can initiate the callback call to receive higher priority routing;
receiving the callback call and determining whether the callback call is from the caller of the call using one or more Access Point Names and is during one of the one or more time blocks; and
when it is determined that the callback call is from the caller of the call and is during one of the one or more time blocks, placing the callback call into a callback queue for callback callers to the call center that is different to the first queue;
wherein the callback queue has a higher priority than the first queue.
13. The non-transitory computer readable medium according to claim 12 , wherein the instructions determine the queue time based on at least one of program logic and agent availability.
14. The non-transitory computer readable medium according to claim 12 , when the caller declines the callback call, the instructions are further for transferring the call to a queue.
15. The non-transitory computer readable medium according to claim 12 , wherein the time blocks are determined by at least one of program logic and agent availability.
16. The non-transitory computer readable medium according to claim 12 , wherein the determination of the caller of the callback call is based on at least one of matching Automatic Number Identification (ANI), and account information.
17. The non-transitory computer readable medium according to claim 12 , further comprising, when it is determined that the callback call is from the caller of the call, informing the caller that the caller is receiving preferential routing treatment.
18. The non-transitory computer readable medium according to claim 12 , wherein placing the callback call into the higher priority queue comprises placing the callback call into the higher priority queue ahead of other calls already in the higher priority queue.