Dynamic Call Routing for Language Interpretation Services
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Solution Overview
Problem
Call centers face inefficiencies in routing incoming calls based on skill sets and other factors, leading to suboptimal service quality and increased costs due to permanent connections of skilled agents, while non-skilled agents are underutilized.
Innovation Solution
A system and method that dynamically route incoming calls to either call center agents or non-call center agents based on customer-defined events and skill requirements, allowing for flexible distribution and customization of call handling, with non-call center agents being invoked only as needed and connected via public switched networks or the Internet.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If call center agents are permanently connected to provide language interpretation services, then service quality and reliability are improved, but operational costs increase due to permanent connections and underutilization of skilled agents
Solution Approach 1:
The system dynamically switches between call center agents and non-call center agents based on real-time call volume and skill requirements. Call center agents maintain permanent connections for immediate service, while non-call center agents are invoked on-demand through dynamic routing when additional capacity is needed, optimizing the balance between service reliability and operational cost.
Solution Approach 2:
The system changes the connection state parameter of agents based on call demand. Call center agents remain in a permanently connected state for guaranteed service availability, while non-call center agents transition from disconnected to connected states only when calls require specialized skills not available in the call center, reducing operational costs while maintaining service quality.
2Adaptability or versatility
If skilled agents are permanently connected to handle specialized calls, then call handling capability is improved, but cost efficiency deteriorates due to underutilization of skilled agents
Solution Approach 1:
The agent workforce is segmented into two distinct groups: call center agents with permanent connections for general calls, and non-call center agents with on-demand connections for specialized calls. This segmentation allows each group to be utilized optimally based on call requirements, preventing underutilization of skilled agents while maintaining comprehensive call handling capability.
Solution Approach 2:
The routing module acts as an intermediary that directs calls to appropriate agents based on skill requirements. It evaluates call characteristics and routes them to call center agents for general inquiries or to non-call center agents for specialized interpretation, ensuring cost-efficient utilization of skilled resources.
3Loss of energy
If non-call center agents are used for all incoming calls, then operational cost is reduced, but service quality deteriorates due to lack of permanent connection
Solution Approach 1:
The system applies partial action by using non-call center agents only for the portion of calls that require specialized skills not available in the call center. For general calls, call center agents with permanent connections are used to ensure service quality. This partial application of non-call center agents optimizes cost reduction while maintaining service quality for critical calls.
4Reliability
If calls are routed based on skill set requirements, then service quality is improved, but system complexity increases due to routing decisions and customer-defined events
Solution Approach 1:
The routing module operates autonomously by automatically evaluating call characteristics and customer-defined events to determine the appropriate agent type. It self-determines routing decisions based on pre-configured criteria without requiring manual intervention, reducing operational complexity while maintaining high service quality through skill-based routing.
Data Source
AI summary
A method and system of routing incoming call is disclosed. An incoming call is received at a call center of a language interpretation provider. The incoming call is made by a customer requesting language interpretation service. The customer can be for example a business entity or an individual. A level of skill required by the customer is determined. The level of skill required represents a minimum skill set that an interpreter of the language interpretation provider should possess in order to provide the language interpretation service requested by the customer. The language interpretation service is provided during the incoming call. The incoming call can be queued at a first queue that distributes incoming calls to a call center interpreter. The call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link. If a customer-defined event occurs, the incoming call is routed to a second queue that distributes incoming calls to a non-call center interpreter. The non-call center interpreter is not permanently connected to the call center of the language interpretation provider.