Call Center Agent Availability via Terminal Address Book
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Solution Overview
Problem
Callers often experience extended wait times and frustration when trying to reach a call-center agent who can assist with their issues, as current systems require initiating a voice call to determine agent availability, wasting bandwidth and sometimes connecting them to an unhelpful agent.
Innovation Solution
A telecommunications system that allows callers to access call-center agent availability information through their terminal's address book, sending an inquiry via data protocol to select and notify the most suitable and available agent, enabling the caller to decide whether to initiate a voice call without using reserved bandwidth.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a caller initiates a voice call to determine agent availability, then the caller can connect with an agent, but call-center bandwidth reserved for voice calls is wasted and the caller may experience extended wait times
Solution Approach 1:
A data protocol inquiry system acts as an intermediary between the caller's terminal and the call center. The terminal sends a data inquiry about agent availability, receives the availability status, and only then initiates a voice call if appropriate. This mediator prevents unnecessary voice call bandwidth consumption while providing accurate availability information to guide the caller's decision.
2Ease of operation
If the caller waits on hold to be connected to an agent, then the caller can receive assistance, but the caller experiences extended wait times and increased frustration
Solution Approach 1:
The system performs preliminary action by checking agent availability through data protocol inquiry before the caller initiates a voice call. This advance checking allows the caller to make an informed decision about whether to place a call, avoiding the frustration of calling only to be placed on hold for extended periods or being connected to an unhelpful agent.
Solution Approach 2:
The call center provides feedback to the caller's terminal about current agent availability status. This feedback mechanism enables the caller to understand whether it's an appropriate time to call, reducing unnecessary wait times and improving the overall caller experience by allowing informed decision-making.
3Productivity
If the caller is connected to an unhelpful agent, then the call is completed, but the caller experiences further frustration and must wait again for a helpful agent
Solution Approach 1:
The system performs preliminary selection of an appropriate agent based on the caller's needs and agent availability information before the caller initiates a voice call. This preliminary matching reduces the likelihood of being connected to an unhelpful agent, improving both call resolution efficiency and caller experience by ensuring the right agent handles the call from the start.
Data Source
AI summary
A method for informing a caller of the availability of a call-center agent who can assist the caller without some of the disadvantages of the prior art is disclosed. In accordance with the illustrative embodiment of the present invention, when a caller accesses the address book in the memory of his or her telecommunications terminal (such as a telephone) the caller will see both the contact information for the call center and the availability of a call-center agent.