Dynamic Service Worker Group Routing for Contact Center Capacity
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Solution Overview
Problem
Third-party contact services for enterprises can be expensive and difficult to manage effectively in terms of service level objectives, leading to high wait times and customer frustration during peak periods.
Innovation Solution
A system for soliciting and activating groups of remote workers to service contact centers, which includes an interface for registration and subscription, a data repository for storing worker information, and a routing server for managing service events, allowing for dynamic assembly and activation of virtual service groups based on need.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If professional third-party contact services are utilized during peak periods, then service capacity and customer support quality are improved, but costs increase and management complexity increases
Solution Approach 1:
The system enables self-service by allowing remote workers to autonomously register their skills and availability, and by enabling enterprises to independently publish service opportunities and subscribe to needed services without requiring professional third-party intermediaries. This eliminates the management overhead associated with traditional third-party service providers.
Solution Approach 2:
The platform serves multiple functions: it acts as a registration system for remote workers, a publishing system for enterprises to post service needs, a subscription mechanism for matching services, and a routing system for event distribution. This multi-functional design consolidates what would otherwise require separate third-party services into a single integrated system.
2Productivity
If professional third-party contact services are utilized during peak periods, then service capacity is improved, but costs increase
Solution Approach 1:
The system enables enterprises to access remote workers on a temporary, as-needed basis rather than maintaining permanent third-party service contracts. Workers can be activated for specific peak periods or service opportunities and then deactivated, providing cost-effective, short-term capacity expansion without long-term financial commitments.
Solution Approach 2:
By enabling direct matching between enterprises and remote workers without third-party intermediaries, the system eliminates the markup and service fees charged by professional third-party contact services, significantly reducing the cost of accessing additional service capacity.
3Reliability
If in-house agents are used during peak periods, then service level objectives are maintained, but wait time increases and customer frustration increases
Solution Approach 1:
The system allows enterprises to pre-publish service opportunities and pre-subscribe remote workers to specific service types before peak periods occur. This preliminary configuration enables rapid activation of additional capacity when needed, reducing wait times while maintaining service level objectives through pre-vetted, skilled remote workers.
Solution Approach 2:
The system provides dynamic service capacity by enabling enterprises to flexibly subscribe to and activate remote workers based on real-time service needs and traffic conditions. This dynamic allocation allows the system to scale capacity up during peak periods and down during normal periods, maintaining service levels without permanent overstaffing.
Data Source
AI summary
A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need.