Call Center Transaction Sequencing Interface
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Solution Overview
Problem
Call center agents face challenges in managing multiple customer service needs during a telephone call, as they rely on manual notes and depend on their knowledge to sequence and ensure fulfillment of these needs, leading to potential oversights and inefficiencies.
Innovation Solution
A user interface system that provides an electronic checklist for call center agents to capture and sequence customer service needs, applying business rules to optimize the order of transactions and update status in real-time, allowing for efficient handling of multiple needs and additional requests during a call.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If agents manually track service needs on paper, then they can capture multiple customer needs, but they risk forgetting needs and cannot efficiently sequence fulfillment
Solution Approach 1:
The system automatically performs tracking, sequencing, and status monitoring without requiring manual intervention. The computer system autonomously manages the service needs checklist, updates statuses, and guides agents through fulfillment, eliminating the need for manual paper-based tracking while ensuring reliability.
Solution Approach 2:
The patent replaces the mechanical paper-based tracking system with an electronic computerized system. The manual act of writing on paper is substituted by electronic data entry and automated checklist management, providing more reliable tracking while reducing the complexity of manual processes.
2Productivity
If agents depend on their knowledge to sequence service needs, then they can fulfill needs in order, but this increases cognitive load and potential for errors
Solution Approach 1:
The system automatically sequences service needs based on business rules without requiring agents to manually determine the correct order. The computer system self-manages the sequencing logic, reducing agent cognitive load while maintaining efficient service fulfillment through automated prioritization and ordering.
Solution Approach 2:
The system introduces an intermediary layer (the computer system) between the customer's service needs and the agent's fulfillment actions. This intermediary automatically sequences and prioritizes needs based on predefined business rules, freeing the agent from cognitive decision-making about sequencing while maintaining productivity.
3Reliability
If agents manually check writings at the end of calls, then they can verify completion, but this consumes additional time and may still miss needs
Solution Approach 1:
The system continuously monitors and updates the status of each service need throughout the call in real-time, rather than performing verification only at the end. This continuous tracking ensures reliability by immediately identifying unfulfilled needs while eliminating the time-consuming post-call review process.
Solution Approach 2:
The system provides real-time feedback to agents about the status of service needs through the electronic checklist. As needs are fulfilled, the system automatically updates the checklist and notifies agents, creating a continuous feedback loop that ensures verification without requiring separate manual checking steps, thus saving time while maintaining reliability.
Data Source
AI summary
A user interface for an agent of a call center comprises a transaction menu that lists possible transactions that the agent can fulfill. Multiple transactions selected by the agent from the transaction menu are ordered into a first sequence of agent-selected transactions that are to be fulfilled in a call, and the first sequence is displayed. A selection of at least one additional transaction from the transaction menu is received after the agent has begun to address one of the agent-selected transactions from the first sequence but before the agent has completed all of the agent-selected transactions from the first sequence. Uncompleted ones of the agent-selected transactions including the at least one additional transaction are ordered into a second sequence of agent-selected transactions, and the second sequence is displayed.