Callback Reward System for Call Center Load Balancing
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Solution Overview
Problem
Call centers face resource constraints and high wait times due to varying call volumes, with existing solutions being costly or resource-intensive, necessitating a low-cost, robust system to manage callbacks based on projected queue wait times.
Innovation Solution
A system and method that utilizes a Voice Self Service (VSS) to route calls, determine agent availability, and offer callback options with preferential routing treatment when call volumes are lower, allowing callers to schedule callbacks within designated time blocks for faster service.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If calls are routed to call center agents during high volume periods, then customer service is provided, but callers experience extended wait times
Solution Approach 1:
The system performs preliminary assessment of call center capacity before routing calls. When capacity is insufficient, the system proactively offers callback scheduling to callers, allowing them to return at a later time when agents are available, thus avoiding extended wait times while maintaining call center throughput management
Solution Approach 2:
The callback scheduling system acts as an intermediary between callers and call center agents. Instead of directly connecting callers to agents during high-volume periods (which would cause long waits), the system mediates by scheduling future callback times, effectively decoupling the caller's immediate need from the call center's current capacity constraints
2Productivity
If overflow routing is implemented between ACD systems, then call load is balanced, but system complexity and implementation cost increase
Solution Approach 1:
The system enables call centers to self-manage their capacity constraints through automated callback scheduling. Each call center independently assesses its own capacity and offers callbacks to appropriate callers, eliminating the need for complex inter-ACD overflow routing infrastructure while achieving similar load balancing objectives
Solution Approach 2:
The invention extracts the overflow routing functionality from complex ACD system infrastructure and implements it as a separate, simpler callback scheduling service. This separates the load balancing logic from the call routing infrastructure, reducing overall system complexity while maintaining productivity benefits
3Productivity
If software-based telephony integration systems are deployed to create virtual call center enterprises, then call allocation efficiency is improved, but deployment cost increases significantly
Solution Approach 1:
The system replaces expensive, permanent software-based telephony integration infrastructure with a simpler, more economical callback scheduling approach. Instead of deploying costly virtual call center enterprise systems, the invention uses affordable callback logic that achieves similar call allocation efficiency at fraction of the cost
Data Source
AI summary
A system, method and non-transitory computer readable medium including computer-executable instructions for handling calls. In an exemplary method of the disclosure, it may be determined whether a call should be transferred from the VSS to an agent based on, for example, agent availability or queue wait times. When it is determined to transfer the call to the agent, it may be determined whether a callback call should be offered to the caller. When it is determined to offer the callback call, one or more time blocks may be provided to which the caller can initiate the callback call to receive higher priority routing. Upon calling back into the system within one of the time blocks, the call may receive preferential routing treatment.