Inbound-Outbound Call Routing via Gamified Agent Notification
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Solution Overview
Problem
Contact centers face low resource utilization, poor call experiences due to inadequate routing of calls to skilled agent workstations, and low job satisfaction among operator agents due to lack of autonomy and poor call outcomes.
Innovation Solution
An inbound/outbound call system that includes a call-response agent, a request package generator, and an allocator, which uses gamification to optimize call assignment to agent workstations, ensuring calls are routed to appropriately skilled agents, enhancing call resolution efficiency and operator motivation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If calls are routed to the next available agent workstation, then call handling speed is improved, but call quality deteriorates because calls are assigned to underprepared agents
Solution Approach 1:
The system performs preliminary actions by notifying agents of incoming calls before the calls are connected. The notification system provides agents with advance information about the caller and the nature of the request, allowing them to prepare mentally and technically before taking the call. This preliminary preparation ensures that when the call is connected, the agent is ready to handle it effectively, thus maintaining both speed and quality.
2Device complexity
If traditional call routing is used, then system simplicity is maintained, but resource utilization remains low
Solution Approach 1:
The system introduces a notification intermediary that sits between the call routing system and the agents. This intermediary component receives call information, notifies appropriate agents, and tracks call assignments without fundamentally changing the existing call routing infrastructure. The intermediary enables improved resource utilization through intelligent notification and tracking while maintaining the simplicity of the core routing system.
Solution Approach 2:
The system enables agents to self-manage their call assignments through the notification system. Agents receive notifications about incoming calls and can indicate their availability and preparedness status. The system automatically tracks which agents have been notified and which calls have been assigned, reducing the need for complex centralized management while improving resource utilization through agent autonomy.
3Ease of operation
If agents work without autonomy, then management control is improved, but job satisfaction deteriorates
Solution Approach 1:
The notification system empowers agents with autonomy by allowing them to receive and manage their own call notifications. Agents can view incoming call information, indicate their availability, and manage their workload according to their own judgment and expertise. This self-service capability maintains management control through automated tracking while significantly improving job satisfaction by giving agents ownership over their work assignments.
4Reliability
If all unallocated request packages are ensured to be selected, then completeness of service is improved, but system complexity increases
Solution Approach 1:
The system implements feedback mechanisms that track the status of all unallocated request packages. The notification system monitors which packages have been assigned and which remain unallocated, providing continuous feedback to both the system and the agents. This feedback loop ensures completeness of service by identifying and alerting agents to any remaining unallocated packages without requiring complex manual tracking systems.
Data Source
AI summary
A system that greatly improves contact center operations by converting inbound calls from communicating devices to outbound calls to the communicating devices. The system can include a call response agent that receives the inbound call from the communicating device, a speech-enabled automated agent that that interacts with the communicating device to receive an audio signal, a classifier that analyzes the audio signal and determines a caller request based on the audio signal, and a request package generator that creates an unallocated request package based on the caller request. The request package generator can create an unallocated request package menu, including the unallocated request package, and send the unallocated request package menu to a plurality of agent workstations.