Callback Management With Alternate Site Routing
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Solution Overview
Problem
Contact centers face challenges with long callback queues, failed callback dialing attempts, unanswered callbacks, and dropped calls due to large volumes of caller traffic, which can burden resources and disrupt caller-agent relationships when routing to alternate sites.
Innovation Solution
A system and method using a pacing algorithm to determine successful callback times from a preferred site, routing to alternate sites when callbacks are unsuccessful, and re-routing back to the preferred site when the original agent is available, while managing overflow and maintaining caller-agent relationships.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If callbacks are made from the preferred contact site, then caller-agent relationship continuity is maintained, but callback success rate decreases due to long queues and resource burden
Solution Approach 1:
The system segments the contact center into a preferred contact site and multiple alternate contact sites. Callback requests are divided and routed to different sites based on real-time queue conditions and agent availability, allowing the preferred site to maintain relationship continuity while alternate sites handle overflow to improve overall success rates
Solution Approach 2:
A centralized callback management system acts as an intermediary between the preferred contact site and alternate contact sites. This mediator monitors queue lengths, agent availability across all sites, and dynamically routes callback requests to optimize both relationship continuity and success rates by selecting the appropriate site for each callback
2Productivity
If alternate contact sites are used for callback attempts, then resource burden on the preferred site is reduced, but routing inefficiencies cause alternate sites to go underutilized
Solution Approach 1:
The routing system dynamically adjusts callback distribution to alternate sites based on real-time conditions including queue lengths, agent availability, and site capacity. This dynamic routing ensures alternate sites are utilized effectively when needed while maintaining simplicity through automated decision-making based on predefined criteria
Solution Approach 2:
The system changes routing parameters dynamically based on monitored conditions. When the preferred site's callback queue exceeds a threshold or agent availability changes, the routing parameters are adjusted to direct callbacks to alternate sites, optimizing resource utilization without complex manual intervention
3Productivity
If multiple callback attempts are made in the callback queue, then more callbacks can be attempted, but failed dialing attempts and dropped calls increase
Solution Approach 1:
The system performs preliminary routing decisions based on predicted agent availability and current queue conditions before callback attempts are made. By pre-assessing the likelihood of successful connection and routing to the most appropriate site, the system increases the number of viable callback attempts while filtering out unlikely failures in advance
Data Source
AI summary
A system and method for optimizing callback times to increase the success rate of callbacks while managing overflow of calls to alternate sites when callbacks are unsuccessful. The system and method use a pacing algorithm to determine when callbacks are likely to be successful from a preferred contact site, routing to alternate callback sites when callbacks are unsuccessful, and preferences for re-routing back to the preferred site when a callback is successful and the agent with whom the caller has interacted previously is available.