Priority Access Code System for Call Center Queue Management
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Solution Overview
Problem
Existing contact center systems, such as QueueBuster and Virtual Hold, incur costs and customer dissatisfaction due to callback failures when customers are unavailable or busy at scheduled callback times, leading to lost queue positions and repeated wait times.
Innovation Solution
A customer access code system that allows customers to opt out of queues in exchange for priority access, sent via inexpensive communication methods like email or SMS, enabling convenient reconnection at a higher priority within the queue or at the top, reducing wait times and costs.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the contact center initiates customer callbacks to maintain queue positions, then customer service continuity is improved, but communication costs and toll charges increase
Solution Approach 1:
The patent introduces an access code as an intermediary mechanism that enables customers to self-initiate reconnection to the queue. Instead of the contact center actively calling customers (expensive), customers receive an access code via callback or message and use it to reconnect themselves (inexpensive). This intermediary code resolves the contradiction by maintaining service continuity while eliminating costly outbound calls.
2Reliability
If the contact center uses telephone callbacks to notify customers of their queue position, then customer communication reliability is improved, but toll charges and communication costs increase
Solution Approach 1:
The patent employs inexpensive communication methods (email, SMS text messages, pager messages) as disposable alternatives to costly telephone callbacks. These cheap communication vehicles deliver the access code to customers, maintaining communication reliability while dramatically reducing toll charges. The access code itself is a disposable element that enables single-use reconnection.
3Ease of operation
If customers wait in the queue until served, then queue fairness is maintained, but customer wait time increases
Solution Approach 1:
The patent implements preliminary action by providing customers with access codes before they actually need to reconnect to the queue. Customers receive the access code via callback or message when they first contact the center, allowing them to hang up conveniently without worrying about future reconnection. When ready to proceed, they simply use the pre-provided code to reenter the queue at their original position, eliminating wait time anxiety while maintaining queue fairness.
4Ease of operation
If the contact center allows customers to hang up and callback later, then customer convenience is improved, but customers may lose their queue position
Solution Approach 1:
The patent implements feedback by providing customers with specific instructions on how and when to use their access codes to maintain queue position. The system feedbacks the access code to customers via callback or message, and provides guidance on reconnection procedures. This feedback mechanism ensures customers understand how to preserve their queue position while enjoying the convenience of hanging up and calling back at their leisure.
Data Source
AI summary
An improved system and method that allows a customer waiting, for example, in a call center queue to leave contact information, a preferred callback time frame and drop out of the queue. The system and method computes a priority access code and a time frame when its use is valid that coincides with the preferred callback time frame of the call center or customer service department, etc. In response to the request for a priority access code to use when the customer calls back, the system and method sends the customer a callback message including the priority access code and time frame when its use is valid. During the time frame the priority access code is valid, the customer contacts the call center for example by calling back or by initiating a web chat, etc., re-enters the queue and uses the priority access code. This allows the customer to enter a general queue at their convenience and at a higher priority or go straight to the head of the general queue. Alternatively, the customer may enter a callback queue, which already has a higher priority than the general queue.