Callback Scheduling and Skill-Based Routing for Call Centers
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Solution Overview
Problem
Unsuccessful communication events, such as iterative callbacks and non-connects, severely hamper the effective utilization of call center resources and resource efficiency in digital communication contexts.
Innovation Solution
A system and method for automatic scheduling and routing of call data, including sending a scheduling calendar to a device, scheduling calls based on response time slots, and transmitting data using communication channels, with routing based on skills and resource availability.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automatic scheduling and routing systems are implemented to manage callbacks, then resource efficiency and utilization are improved, but system complexity increases
Solution Approach 1:
The system automatically schedules and routes calls without requiring manual intervention. The scheduling calendar sends time slot options to devices, automatically processes responses, and routes calls based on selected time slots and skill requirements, enabling the system to serve itself and improve resource utilization efficiency
Solution Approach 2:
The system receives feedback from devices selecting time slots and uses this information to automatically adjust scheduling and routing decisions. The feedback loop continues as the system monitors call outcomes and resource availability, continuously optimizing resource efficiency through adaptive decision-making
2Device complexity
If manual call management is used, then system complexity is low, but resource utilization and productivity are reduced
Solution Approach 1:
The patent replaces manual mechanical call management processes with an automated electronic system. The scheduling calendar and automatic routing mechanisms substitute for manual scheduling operations, enabling higher resource utilization through computer-based coordination and decision-making
3Ease of operation
If calls are routed without skill-based routing, then routing simplicity is maintained, but call handling effectiveness decreases
Solution Approach 1:
The routing system applies different routing logic based on the specific requirements of each call and the skills of available devices. Time slots are highlighted or filtered based on skill availability, ensuring that calls are routed to appropriate resources while maintaining an intuitive user interface through localized customization rather than complex global routing rules
Data Source
AI summary
A system and method for automatic scheduling and routing of call data, including, e.g.: sending a scheduling calendar to a first device using a digital messaging channel, where the calendar comprises a plurality of time slots; scheduling an outbound call between the first device and a second device based on a response to the scheduling calendar, where the response comprises a selection of time slots; and transmitting data representing the outbound call using a voice communication channel and based on the scheduling of the outbound call. Some embodiments may include connecting or routing the call to an additional, third device—where the connecting may be based on skills or features required for the call. Time slots in the scheduling calendar may be highlighted based on an availability of resources associated with the relevant skill.