System and method for providing call-back options
A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back: option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.
1. A computer-implemented method for efficiently allocating resources of a call center implementing a call routing system by providing call-back options, the method comprising:
receiving an inbound communication from a caller at a web interface connected to a central server of the call routing system;
utilizing the central server to perform multiple operations related to the inbound communication, the central server performing steps including;
collecting information about the caller from a database based on the call at the web interface;
making a routing decision based on the collected information from the database;
making a resource assessment based on the routing decision;
making a decision to provide at least call-back options for a caller to receive a call-back based on the resource assessment;
receiving a selection from the caller of at least one call-back option;
dynamically re-allocating resources in the call routing system based at least in part on the at least one call-back option; and
directing an interactive voice response unit connected with the central server to call the caller based on the at least one call-back option.
2. The method according to claim 1 , wherein the call routing system is a virtual call center integrating telephony with computers.
3. The method according to claim 1 , wherein the step of making a decision to provide at least one call-back option is triggered at least in part by an availability of the resources in the call routing system.
4. The method according to claim 1 , wherein the step of making a decision to provide at least one call-back option is triggered at least in part by a priority of the caller.
5. The method according to claim 1 , wherein the at least one call-back option is provided via an internet website through the web interface.
6. The method according to claim 5 , wherein the at least one call-back option further comprises calling at least one phone number specified by the caller through the web interface.
7. The method according to claim 1 , wherein the at least one call-back option comprises at least one of;
calling the caller upon an availability of the resources in the call routing system;
calling the caller at a specific time;
calling the caller during a specific time range; or
calling the caller at a relative time.
8. The method according to claim 1 , further comprising receiving at least one voicemail message or additional information input from the caller.
9. The method according to claim 1 , wherein the step of calling the caller further comprises providing the caller with at least one second call-back option.
10. The method according to claim 9 , wherein the at least one second call-back option comprises at least one of:
proceeding with the call-back;
rescheduling the call-back;
or canceling the call-back.
11. The method according to claim 1 , wherein the step of directing the interactive voice response unit to call the caller further comprises directing the interactive voice response unit to leave at least one voice-mail message for the caller.
12. A computer-implemented call routing system for efficiently allocating resources of a call center by providing call-back options, the call routing system comprising:
a web interface receiving an inbound communication from a caller;
a central server connected to the web interface for performing multiple operations related to the inbound communication, the central server performing steps including;
collecting information about the caller from a database based on the call at the web interface;
making a routing decision based on the collected information from the database;
making a resource assessment based on the routing decision;
making a decision to provide at least call-back options for a caller to receive a call-back based on the resource assessment;
receiving a selection from the caller of at least one call-back option;
dynamically re-allocating resources in the call routing system based at least in part on the at least one call-back option; and
directing an interactive voice response unit connected with the central server to call the caller based on the at least one call-back option.
13. The system according to claim 12 , wherein the call routing system is a virtual call center integrating telephony with computers.
14. The system according to claim 12 , wherein the step of making a decision to provide at least one call-back option is triggered at least in part by an availability of the resources in the call routing system.
15. The system according to claim 12 , wherein the step of making a decision to provide at least one call-back option is triggered at least in part by a priority of the caller.
16. The system according to claim 12 , wherein the at least one call-back option is provided via an internet website through the web interface.
17. The system according to claim 12 , wherein the at least one call-back option comprises at least one of:
calling the caller upon an availability of the resources in the call routing system;
calling the caller at a specific time;
calling the caller during a specific time range; or
calling die caller at a relative time.
18. The system according to claim 12 , wherein the at least one call-back option further comprises calling at least one phone number specified by the caller.
19. The system according to claim 12 , wherein the interactive voice response unit further receives at least one voicemail message or additional information input from the caller.
20. The system according to claim 12 , wherein the central server further makes the decision to provide the caller with at least one second call-back option.
21. The system according to claim 20 , wherein she at least one second call-back option comprises at least one of:
proceeding with the call-back;
rescheduling the call-back; or
canceling the call-back.
22. The system according to claim 12 , wherein the interactive voice response unit further leaves as least one voicemail message for the caller.
23. A non-transitory computer readable medium having code for causing at least one processor to efficiently allocate resources of a call center implementing a call routing system by providing call-back options, the code contained on the computer readable medium executed by a processor to perform steps comprising:
receiving an inbound communication from a caller at a web interface connected to a central server of the call routing system;
utilizing the central server to perform multiple operations related to the inbound communication, the central server performing steps including;
collecting information about the caller from a database based on the call at the web interface;
making a routing decision based on the collected information from the database;
making a resource assessment based on the routing decision;
making a decision to provide at least call-back options for a caller to receive a call-back based on the resource assessment;
receiving a selection from the caller of at least one call-back option;
dynamically re-allocating resources in the call routing system based at least in part on the at least one call-back option; and
directing an interactive voice response unit connected with the central server to call the caller based on the at least one call-back option.