Inbound Call Disconnect Buffer for Agent Continuity
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Contact center communications often drop due to network congestion and poor infrastructure, leading to customer dissatisfaction as they are re-queued and matched with different agents, existing solutions fail to adequately address this issue by requiring customer availability and costing time and resources.
Innovation Solution
Implementing a system that stores call identifiers and resource information to route customers back to the same agent upon call reconnection, reserving call appearances for a buffer time to ensure continuity of communication without requiring customer availability, using devices with processors and memory to manage call routing and resource allocation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the customer calls back into the contact center after a dropped communication, then the customer can re-establish contact, but the customer is matched with a different resource causing dissatisfaction and requiring re-explanation
Solution Approach 1:
The system performs preliminary actions by detecting the dropped communication and automatically initiating a callback to the customer. This preliminary callback establishes a new communication session before the customer would need to manually call back, thereby maintaining communication continuity without requiring the customer to take additional actions.
Solution Approach 2:
The contact center system acts as an intermediary by detecting the dropped call and automatically initiating a callback to the customer. This intermediary action bridges the communication gap caused by the dropped call, reconnecting the customer with the same agent without requiring the customer to manually initiate a new call or explain the situation again.
2Reliability
If the resource repeatedly attempts to contact the customer after a dropped communication, then the customer can be reached, but the resource cannot service other work costing time and money
Solution Approach 1:
The system introduces an automated callback mechanism as an intermediary that handles the re-contact process. Instead of the agent manually repeatedly calling the customer, the system automatically initiates callbacks to the customer, ensuring reliable contact while freeing the agent to service other work.
Solution Approach 2:
The system enables self-service by automatically detecting dropped communications and initiating callback sequences without human intervention. The automated system manages the re-contact process, selecting appropriate agents and timing callbacks, thereby eliminating the need for agents to manually pursue dropped calls and maintain their productivity.
3Productivity
If the customer is re-queued for handling by an available resource, then the customer can receive service, but the customer experiences frustration and dissatisfaction
Solution Approach 1:
The automated callback system serves as an intermediary that bridges the customer back to their original agent. Instead of the customer being re-queued and potentially assigned to a different agent, the system directly reconnects them with the same agent through an automated callback, maintaining service continuity and customer satisfaction while preserving contact center throughput.
Solution Approach 2:
The system performs preliminary actions by detecting the dropped call and automatically initiating a callback before the customer would need to be re-queued. This preliminary reconnection action prevents the customer from experiencing the frustration of being re-queued and assigned to a different agent, while still maintaining efficient contact center operations.
Data Source
AI summary
A contact center is described along with various methods and mechanisms for administering the same. Methods are provided that detect a communications channel loss in a communication between a customer and a resource of a contact center. The method determines when the communications channel loss occurred. When the communications loss occurs prior to an objective of the customer being resolved the method reserves an incoming communication route for the customer to call back and reach the same resource when the call back is made in a predetermined and limited amount of time.