System and method for performing circumstance-specific customer satisfaction monitoring in an ongoing call center interaction

1. A system for performing circumstance-specific customer satisfaction monitoring in an ongoing call center interaction, comprising:

at least one processor configured to execute computer-executable code, comprising:

a message module configured to provide to a customer of a call center a message comprising information about a signal of dissatisfaction of the customer prior to an interaction between the customer and one of a plurality of agents of the call center;

an interaction module configured to begin the interaction comprising connecting the customer to one of the agents after the message is provided;

a determination module configured to, upon not receiving the signal during a predefined time period, determine based on at least one of one or more characteristics of the customer and one or more conditions of the call center whether to send the customer a request to indicate a level of satisfaction with the interaction;

a detection module configured to detect a receipt of the signal based on a response to the request; and

an action module configured to take an action after the receipt of the signal.

2. A system according to claim 1 , further comprising:

a parameter module configured to determine at least one parameter of the message based on at least one of one or more characteristics of the customer and one or more conditions of the call center,

wherein the at least one parameter comprises a length of the message.

3. A system according to claim 1 , wherein the conditions of the call center comprise at least one of a presence of a technical issue at the call center and a level of business at the call center.

4. A system according to claim 1 , wherein the characteristics of the customer comprise one or more of a duration of time the customer has had an account serviced by the call center, the customer's financial value to the call center, and the customer's age.

5. A system according to claim 1 , further comprising:

a determination module configured to determine whether to take the action upon the receipt of the signal based on at least one of the one or more characteristics of the customer and the conditions of the call center.

6. A system according to claim 1 , further comprising:

a response module configured to receive the response to the request from the customer; and

an analysis module configured to analyze the received response.

7. A system according to claim 1 , further comprising:

a determination module configured to determine whether to send the request based on at least one of one or more the characteristics of the customer and one or more of the conditions of the call center.

8. A system according to claim 1 , wherein the predefined time period is counted from the beginning of the interaction.

9. A system according to claim 1 , wherein the request is sent multiple times and the predefined time period is calculated from one of the times of sending the request.

10. A system according to claim 1 , wherein the message is an audio message.

11. A method for performing circumstance-specific customer satisfaction monitoring in an ongoing call center interaction, comprising:

providing to a customer of a call center a message comprising information about a signal of dissatisfaction of the customer prior to an interaction between the customer and one of a plurality of agents of the call center;

beginning the interaction comprising connecting the customer to one of the agents after the message is provided;

upon not receiving the signal during a predefined time period, determining based on at least one of one or more characteristics of the customer and one or more conditions of the call center whether to send the customer a request to indicate a level of satisfaction with the interaction;

detecting a receipt of the signal based on a response to the request; and

taking an action after the receipt of the signal,

wherein the steps are performed by at least one suitably-programmed computer.

12. A method according to claim 11 , further comprising:

determining at least one parameter of the message based on at least one of one or more characteristics of the customer and one or more conditions of the call center,

wherein the at least one parameter comprises a length of the message.

13. A method according to claim 11 , wherein the conditions of the call center comprise at least one of a presence of a technical issue at the call center and a level of business at the call center.

14. A method according to claim 11 , wherein the characteristics of the customer comprise one or more of a duration of time the customer has had an account serviced by the call center, the customer's financial value to the call center, and the customer's age.

15. A method according to claim 11 , further comprising:

determining whether to take the action upon the receipt of the signal based on at least one of the one or more characteristics of the customer and the conditions of the call center.

16. A method according to claim 11 , further comprising:

receiving a response to the request from the customer; and

analyzing the received response.

17. A method according to claim 16 , further comprising:

determining whether to send the request based on at least one of one or more the characteristics of the customer and one or more of the conditions of the call center.

18. A method according to claim 16 , wherein the predefined time period is counted from the beginning of the interaction.

19. A method according to claim 16 , wherein the request is sent multiple times and the predefined time period is calculated from one of the times of sending the request.

20. A method according to claim 16 , wherein the message is an audio message.