Call Center Callback System Using Presence Detection
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Solution Overview
Problem
Customers become frustrated when calling a call center due to long wait times and inefficiencies in callback processes, particularly when agents waste time attempting to reach customers who are unavailable.
Innovation Solution
A call center system allows customers to select callback preferences, including media type and agent specifications, and uses SIP presence protocols or presence servers to detect customer availability, enabling efficient callback when the customer becomes available.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If the call center places a callback to the customer's telephone number, then the customer can be reached for service, but the agent wastes time if the customer is unavailable
Solution Approach 1:
The system performs preliminary actions by publishing service presence information before the actual callback occurs. The call center publishes its availability status and service capabilities in advance, allowing the customer's device to detect this presence and initiate communication at the optimal time, preventing wasted callback attempts.
Solution Approach 2:
The system implements feedback mechanisms where the call center's service presence is published and detected by the customer's device. This creates a feedback loop where availability information flows from the call center to the customer, enabling timely initiation of communication and avoiding wasted time on unsuccessful callbacks.
2Ease of operation
If the customer leaves their telephone number for callback, then the call center can contact them, but the customer may be unavailable and frustrated by repeated failed attempts
Solution Approach 1:
The system introduces dynamics by transitioning from static telephone number-based callbacks to dynamic presence-based communication. The service presence information can change in real-time based on call center availability and customer status, allowing the system to adapt to changing conditions and avoid frustrated failed callback attempts.
Solution Approach 2:
The service presence information acts as an intermediary between the customer and the call center. Instead of directly attempting callbacks to telephone numbers, the system uses published presence information as a mediator to coordinate communication timing, eliminating the harmful effect of frustrated failed attempts.
3Adaptability or versatility
If the call center uses traditional callback methods, then customers can be reached, but the system cannot efficiently match customer preferences with agent availability
Solution Approach 1:
The service presence publication mechanism provides universality by serving multiple functions: it communicates call center availability, service capabilities, and coordination information for preferred callback services. This single mechanism handles diverse communication preferences (voice, text, email) and availability scenarios without requiring separate complex systems for each.
Data Source
AI summary
A call center allows a customer to select the type of callback service which the customer wishes the call center to utilize when placing a call back to the customer. The call center then tests for the presence of a device specified by the customer. When the presence of the device is detected on an Internet/network, the call center will place a call to the customer via a device specified by the customer. Also, a call center allows a user to select the type of callback service which the customer wishes to use for a later communication with the call center. When the call center has the capability of providing the selected type of callback service, the call center indicates this capability by publishing a service presence. A customer device detects the published service presence and alerts the customer who establishes communication with the callback center.