Call Center Data Transfer System Using Unique Identifier

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

In call centers, transferring calls between customer service representatives often results in repetitive questioning and information retrieval from customers, leading to inefficiencies and frustration.

Innovation Solution

A call center data transfer system that assigns a unique identifier to a call, allowing customer service representatives to access and retrieve associated call data seamlessly during call transfers, thereby eliminating the need for repetitive questioning and information retrieval.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If call data is manually transferred between customer service representatives, then call transfer capability is maintained, but communication efficiency deteriorates due to repetitive questioning

Engineering Contradiction:

Improvecall transfer efficiencyVSAvoidtime for repetitive questioning

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The system automatically captures and stores call data during the first portion of the call before transfer occurs. This preliminary data collection eliminates the need for repetitive questioning during the second portion, as the second customer service representative can access the pre-captured information through the displayed summary.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system creates a digital copy of the call data and displays it at the receiving workstation of the second customer service representative. This copy allows the second representative to access information without requiring the customer to repeat themselves, thereby eliminating time loss while maintaining call transfer capability.

Inventive Principle:

Principle #26Copying

2Loss of information

If call data is stored and retrieved using unique identifiers, then information accessibility improves, but system complexity increases

Engineering Contradiction:

Improveinformation retention during transferVSAvoiddata transfer system complexity

Core Design Contradiction:

Loss of informationVSDevice complexity

Solution Approach 1:

The system automatically generates unique identifiers and manages the entire data retrieval process without manual intervention. The identifier is automatically provided to the second customer service representative, and the system autonomously retrieves and displays the associated call data, eliminating the need for complex manual data management procedures.

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS12335439B1Call center data transfer system

Publication Date: 2025.06.17 UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)

AI summary

A call center data transfer system includes one or more processors that are configured to receive call data related to information provided by a caller during a first portion of a call with a first customer service representative. The one or more processors are also configured to assign an identifier to the call in response to receipt of an indication that the call should be transferred from the first customer service representative, associate the identifier with the call data in one or more databases, receive the identifier as an input during a second portion of the call with a second customer service representative, and use the identifier to retrieve the call data from the one or more databases. The one or more processors are further configured to display the call data via a display for visualization by the second customer service representative.