Call Transfer System with Pre-Transfer Customer Data Display
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Solution Overview
Problem
Existing call center systems transfer customer calls from dialing agents to talkers with a delay, as customer data is not available to the talker until after the call is transferred, hindering effective preparation and customer interaction.
Innovation Solution
A system and method that allows talkers to review customer data before call transfer, enabling pre-selection of customer records and efficient call scheduling, along with features for collaboration and multi-touch marketing activities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If customer data is transferred to the talker at the same time as call transfer, then call transfer speed is maximized, but the talker cannot prepare effectively before the call
Solution Approach 1:
The system performs preliminary actions by displaying customer data to the talker before the call is transferred. The talker can review customer information, call history, and relevant details in advance, allowing effective preparation without delaying the actual call transfer. This resolves the contradiction by separating data presentation timing from call transfer timing.
2Productivity
If the talker reviews customer data after call transfer, then call transfer efficiency is maintained, but the talker reacts with delay and cannot pitch effectively
Solution Approach 1:
The system displays customer data to the talker before call transfer occurs, enabling the talker to review information and prepare effective pitching strategies in advance. This preliminary access to customer data improves talker effectiveness and responsiveness without compromising call transfer efficiency, as the actual transfer still proceeds without unnecessary delays.
3Loss of time
If customer data is made available before call transfer, then talker preparation is improved, but system complexity increases
Solution Approach 1:
The system introduces an intermediary mechanism that manages the timing and delivery of customer data to the talker. This intermediary layer coordinates between the data system and call transfer system, providing talkers with necessary information before calls are transferred without requiring fundamental changes to the core call transfer infrastructure, thus limiting the increase in system complexity.
Data Source
AI summary
A system for handling call transfer contains a talker computer for providing a batch notification that enables a central data server to identify a batch of one or more customer records for calling, a central data server for receiving the batch notification that enables the central data server to identify the batch of one or more customer record, and a dialing agent computer for providing a connected notification that a customer that has been called has been connected, referred to herein as a connected customer, via a call, wherein a customer record of the connected customer is associated with the batch, wherein the central data server provides an identify notification and the talker computer receives the identify notification that enables the talker computer to distinguish the connected customer record, wherein the connected customer record is associated with the batch.