Pacing limited-content text messages
Various embodiments of the invention provide methods, systems, and computer program products for sending an outbound communication to a party to generate an inbound communication from the party for a contact center. An expected response time is derived identifying a time the inbound communication is expected to be received from the party after sending the outbound communication to the party. In particular instances, an agent is identified who is expected to be available at the expected response time to handle the inbound communication when it is received by the party at the contact center. In addition, the content of the outbound communication may be composed to identify the agent to the party. Accordingly, the outbound communication is sent to the party so that the inbound communication can be routed to the agent upon being received.
1. A method comprising:
deriving an expected response time, the expected response time comprising a time an inbound communication is expected to be received at a contact center from a party after an outbound communication has been sent to the party, wherein the inbound communication comprises a voice call from the party for the contact center;
identifying, before sending the outbound communication to the party and based on the expected response time, an agent who is expected to be available to handle the inbound communication when the inbound communication is received from the party at the contact center;
composing content of the outbound communication, wherein the outbound communication identifies the agent;
sending the outbound communication by a contact device to the party; and
routing the inbound communication to the agent after the inbound communication is received by the contact center,
wherein the outbound communication is at least one of a telephone call, a text message, an e-mail, or another electronic communication, and
wherein the expected response time is based on at least one of historical expected response time data or records of previous interactions with the party.
2. The method of claim 1 , wherein identifying the agent is based on a capability of the agent to handle simultaneous communications or a number of inbound communications for the agent to handle.
3. The method of claim 1 , further comprising:
deriving a second time to send the outbound communication to the party, the second time maximizing a likelihood of generating the inbound communication,
wherein the outbound communication is sent at the second time.
4. The method of claim 1 , further comprising:
deriving a second time to send the outbound communication to the party, the second time maximizing a likelihood of obtaining a promise to pay on a debt from the party,
wherein the outbound communication is sent at the second time.
5. The method of claim 1 , wherein deriving the expected response time comprises:
deriving an expected amount of time that the party is expected to take to respond after receiving the outbound communication; and
determining the expected response time based on a transmission time in which the outbound communication is sent to the party and the expected amount of time.
6. The method of claim 1 , wherein the inbound communication is routed to the agent as a result of the party requesting to be connected with the agent.
7. A non-transitory computer readable medium comprising instructions that, when executed by at least one computer processor, cause the at least one computer processor to:
identify, before sending an outbound communication to the party and based on an expected response time, an agent who is expected to be available to handle an inbound communication when the inbound communication is received at a contact center from a party,
wherein the inbound communication comprises a voice call from the party for the contact center, and
wherein the expected response time comprises a time the inbound communication is expected to be received at the contact center from the party after the outbound communication has been sent to the party;
compose content of the outbound communication, wherein the outbound communication identifies the agent;
cause the outbound communication to be sent by a contact device; and
route the inbound communication to the agent after the inbound communication is received by the contact center,
wherein the outbound communication is at least one of a telephone call, a text message, an e-mail, or another electronic communication, and
wherein the expected response time is based on at least one of historical expected response time data or records of previous interactions with the party.
8. The non-transitory computer readable medium of claim 7 , wherein the instructions further cause the at least one computer processor to identify the agent based on a capability of the agent to handle simultaneous communications or a number of inbound communications for the agent to handle.
9. The non-transitory computer readable medium of claim 7 , wherein the outbound communication is sent to the party at a second time that maximizes a likelihood of generating the inbound communication.
10. The non-transitory computer readable medium of claim 7 , wherein the outbound communication is sent to the party at a second time that maximizes a likelihood of obtaining a promise to pay on a debt from the party.
11. The non-transitory computer readable medium of claim 7 , wherein the expected response time is derived from:
deriving an expected amount of time that the party is expected to take to respond after receiving the outbound communication; and
determining the expected response time based on a transmission time in which the outbound communication is sent to the party and the expected amount of time.
12. The non-transitory computer readable medium of claim 7 , wherein the inbound communication is routed to the agent as a result of the party requesting to be connected with the agent.
13. A system comprising:
at least one computer processor configured to:
identify, before sending an outbound communication to the party and based on an expected response time, an agent who is expected to be available to handle an inbound communication received at a contact center from a party,
wherein the inbound communication comprises a voice call from the party for the contact center, and
wherein the expected response time comprises a time the inbound communication is expected to be received at the contact center from the party after the outbound communication has been sent to the party;
compose content of the outbound communication, wherein the outbound communication identifies the agent; and
cause the outbound communication to be sent by a contact device to the party; and
route the inbound communication to the agent after the inbound communication is received by the contact center,
wherein the outbound communication is at least one of a telephone call, a text message, an e-mail, or another electronic communication, and
wherein the expected response time is based on at least one of historical expected response time data or records of previous interactions with the party.
14. The system of claim 13 , wherein the at least one computer processor is configured to identify the agent based on a capability of the agent to handle simultaneous communications or a number of inbound communications for the agent.
15. The system of claim 13 , wherein the outbound communication is sent to the party at a second time that maximizes a likelihood of generating the inbound communication.
16. The system of claim 13 , wherein the outbound communication is sent to the party at a second time that maximizes a likelihood of obtaining a promise to pay on a debt from the party.
17. The system of claim 13 , wherein the expected response time is derived from:
deriving an expected amount of time that the party is expected to take to respond after receiving the outbound communication; and
determining the expected response time based on a transmission time in which the outbound communication is sent to the party and the expected amount of time.
18. The system of claim 13 , wherein the inbound communication is routed to the agent as a result of the party requesting to be connected with the agent.