Dialer Calling Window Determination via Geo-Location Rules
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Solution Overview
Problem
Call centers face challenges in determining the local time zone of targeted parties to comply with regulations defining calling windows, as traditional methods using telephone numbers and residential information become unreliable due to number portability and mobility, leading to inefficiencies in scheduling outbound calls.
Innovation Solution
Implementing a location determination rule that compares geo-locations derived from telephone numbers and zip codes, with the zip code geo-location taking priority, to accurately determine the local time zone and ensure calls are made within the allowed calling window, thereby enhancing compliance and operational efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional methods using telephone numbers to determine location are used, then the system is simple to operate, but the reliability of location determination deteriorates due to number portability and mobility
Solution Approach 1:
The patent introduces zip code as an intermediary element to bridge the gap between telephone number and actual location. The system compares the geo-location derived from the telephone number with the geo-location derived from the zip code, using the zip code as a mediating reference point to improve location accuracy when number portability creates discrepancies.
Solution Approach 2:
The system changes the parameter used for location determination from relying solely on telephone number geo-location to incorporating zip code geo-location as a primary or alternative parameter. This parameter change allows the system to overcome the limitations of number portability and mobile devices where the telephone number's associated location may not reflect the user's current location.
2Productivity
If call centers make calls outside determined time zones, then productivity increases by making more calls, but regulatory compliance deteriorates by violating calling window restrictions
Solution Approach 1:
The system performs preliminary determination of the targeted party's local time zone before initiating any calls. By calculating the time zone offset in advance and comparing it with the calling window requirements, the system pre-identifies which calls can be made and which should be delayed, ensuring compliance is built into the calling process from the start rather than checking after calls are made.
Solution Approach 2:
The system dynamically adjusts the calling schedule based on the determined local time zone of each targeted party. Instead of using a fixed calling window based on the call center's local time, the system flexibly adapts the calling window to match the targeted party's local time zone, allowing calls to be made at appropriate local times regardless of geographic distance and time zone differences.
3Reliability
If call centers use restrictive calling windows, then regulatory compliance is improved, but productivity decreases due to fewer allowable call times
Solution Approach 1:
The patent introduces a new dimension to the calling window problem by considering the targeted party's local time zone as an additional variable. Instead of a single fixed calling window based on call center time, the system creates dynamic calling windows that account for time zone offsets, effectively adding a temporal dimension based on location to the calling schedule optimization.
Data Source
AI summary
A location determination rule is applied by a dialer when processing a telephone number of a target party in record from a dialing list. The location determination rule indicates how a geo-location of the target party is to be ascertained, so that the time zone of the target party is ascertained. Once the time zone is known, then a local time of the target party is ascertained, and a determination can be made whether a call can be originated to the target party within a prescribed calling window. The calling window indicates the beginning and ending times, local to the target party, when calls can be attempted to the target party. In one embodiment, the location determination rule can be defined for each record in the dialing list or for all records in the dialing list.