Automated Callback Queue Management for Contact Centers
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing communication systems for contact centers are inconvenient for clients due to time-consuming voice prompt menus and lengthy on-hold waiting periods while queuing for service agents, with secondary queue systems only partially alleviating the wait time issue but not addressing menu navigation difficulties.
Innovation Solution
A method and system that utilize a mobile communication device to receive data, determine the appropriate queue, provide expected wait time information, and initiate an automated call-back sequence, allowing clients to select a queue and receive a call-back without maintaining an active telephone connection, thereby simplifying the queuing process and reducing wait times.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If clients navigate voice prompt menus to join queues, then clients can be directed to appropriate service agent groups, but the process becomes time-consuming and exacerbates client frustration
Solution Approach 1:
The system performs preliminary actions by automatically determining the appropriate queue based on caller ID information before the client needs to manually navigate menus. The automated call-back system pre-queues clients based on their identification, eliminating the need for real-time menu navigation and reducing wait time perception.
Solution Approach 2:
The patent introduces an automated call-back system as an intermediary between the client and the service queue. Instead of direct client interaction with voice menus, the system uses automated messaging and call-back mechanisms to manage queue joining, simplifying the client's task to providing identification information only.
2Reliability
If clients remain on-hold while queued for service agents, then connection can be maintained for immediate service, but client frustration increases due to lengthy waiting periods
Solution Approach 1:
The patent extracts the waiting process from the active telephone connection. Instead of maintaining clients on-hold during queue waiting, the system releases clients from the call and manages queuing through automated messaging systems. The call-back is initiated automatically when service is ready, eliminating prolonged on-hold periods while maintaining connection reliability.
Solution Approach 2:
The system uses periodic automated messaging to update clients on their queue status and initiate call-backs at appropriate intervals. Rather than continuous on-hold connection, the system periodically communicates with clients through text messages to inform them of queue position and service readiness, reducing perceived wait time while maintaining reliable connection management.
3Loss of time
If secondary queue systems are implemented to reduce on-hold waiting, then wait time perception improves, but menu navigation difficulties remain unaddressed
Solution Approach 1:
The patent merges the queue management functionality into the automated call-back system itself, rather than treating it as a separate secondary system. The same automated messaging infrastructure that provides call-back functionality also handles queue joining, status updates, and client communication, eliminating the need for separate menu navigation systems while maintaining reduced wait time benefits.
Data Source
AI summary
A mobile communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the mobile communication device to communicate with the call center through the exchange of data. The mobile communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The mobile communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider.