Automated Call Distributor Routing Calls to Branch Offices
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Solution Overview
Problem
Call centers often face challenges in efficiently routing incoming calls during peak periods due to insufficient agent availability, leading to long wait times for callers, which is costly and undesirable for institutions.
Innovation Solution
A computer-implemented method that uses an interactive voice response system to classify calls and route them to either a call center or a branch office based on call type and geographic region, optimizing agent allocation and reducing wait times by distributing calls efficiently across available agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If more agents are hired to handle peak call volume, then call processing capacity is improved, but hiring and training costs increase
Solution Approach 1:
The patent segments the call handling function by routing different call types to different locations (call center vs. branch offices). The automated call distributor classifies calls into first type (routed to branches) and second type (routed to call center), dividing the workload across multiple locations rather than requiring all agents to be at one location, thus optimizing agent allocation without increasing total headcount
Solution Approach 2:
The system dynamically routes calls based on real-time conditions including call type classification, agent availability, and geographic location. The automated call distributor continuously monitors agent status and call characteristics to make dynamic routing decisions, allowing the system to adapt agent allocation to actual demand patterns rather than maintaining fixed staffing levels
2Speed
If agents are kept on standby to handle calls, then call response time is improved, but labor costs increase
Solution Approach 1:
The automated call distributor serves as an intermediary that manages the relationship between incoming calls and available agents. It classifies calls, determines routing destinations, and matches callers with appropriate agents based on real-time availability, eliminating the need for agents to remain on constant standby while ensuring rapid connection when agents become available
Solution Approach 2:
The system changes the routing parameters based on call characteristics and agent availability status. By monitoring parameters such as call type, caller location, and agent busy status, the system dynamically adjusts routing decisions to connect callers with available agents as quickly as possible without requiring excessive standby capacity
3Device complexity
If calls are routed to the call center for all call types, then centralized processing is improved, but wait times increase during peak periods
Solution Approach 1:
The patent segments call routing by type: first type calls are routed to branch offices while second type calls are routed to the call center. This segmentation distributes call volume across multiple locations, preventing the call center from becoming a bottleneck during peak periods and reducing overall caller wait times while maintaining centralized processing capability when needed
Solution Approach 2:
Instead of routing all calls to the call center as is conventional, the system inverts the approach by routing some calls (first type) to branch offices based on classification. This reverse thinking about default routing paths optimizes load distribution and reduces wait times by utilizing branch office capacity for appropriate call types
Data Source
AI summary
A computer-implemented method for routing a call to a call center may generally comprise receiving a call from a caller at an automated call distributor, initiating an interactive voice response interrogation session with the caller, and classifying the call as one of a first type and a second type based on the interactive voice response interrogation session, when the call type is classified as the first type, routing the call to at least one of a plurality of branches comprising at least one agent designated to receive calls classified as the first type, when the call type is classified as the second type, routing the call to a call center comprising at least one agent designated to receive calls classified as the first type and the second type.