Virtual Queuing System for Call Center Wait Time Reduction
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Solution Overview
Problem
Existing call back systems in call centers are inefficient, requiring additional hardware and software integration, leading to increased costs and wasted time due to inefficient queuing and wait times for both on-hold and call back customers.
Innovation Solution
A virtual queuing system that allows callers to request a call back, metering wait times based on on-hold wait time and user information, operating independently of the call center infrastructure and using software as a service processing techniques to optimize agent availability and reduce wait times.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If call centers implement traditional virtual queuing systems with direct integration, then call back functionality is provided, but device complexity and integration costs increase
Solution Approach 1:
The patent introduces an intermediary virtual queuing system that sits between customers and the call center. This system handles call back requests, queue management, and metering logic externally, allowing the call center to receive pre-processed calls without implementing complex virtual queuing infrastructure. The intermediary system translates customer call back requests into standardized call center inputs, reducing integration complexity while maintaining full call back functionality.
Solution Approach 2:
The patent extracts the virtual queuing functionality from the call center system and places it in a separate, independent system. By taking out the complex queue management, metering logic, and call back processing from the call center infrastructure, the solution provides call back capabilities without requiring the call center to adopt complex additional technology, thereby reducing device complexity while preserving adaptability.
2Adaptability or versatility
If call centers use existing call back techniques with direct queuing, then call back requests are processed, but loss of time increases due to inefficient wait time management
Solution Approach 1:
The patent implements preliminary action by having the virtual queuing system pre-process call back requests before they reach the call center. The system meters wait times, manages queue positions, and prepares calls in advance, so that when calls reach the call center, they are ready for immediate agent assignment. This preliminary processing eliminates wasted time in wait time management while maintaining flexible call back processing capabilities.
Solution Approach 2:
The patent employs feedback mechanisms where the virtual queuing system continuously monitors queue status, agent availability, and wait time metrics. This feedback loop allows the system to dynamically adjust metering logic and queue management to optimize wait times. The system uses real-time information about call center capacity to make intelligent routing decisions, reducing loss of time while preserving adaptability in call back processing.
3Productivity
If call centers implement comprehensive virtual queuing systems, then call back efficiency improves, but device complexity and maintenance overhead increase
Solution Approach 1:
The patent segments the call back system into two distinct parts: a simple call center interface and a sophisticated external virtual queuing system. The virtual queuing system handles all complex functions including queue management, metering logic, and call routing independently. This segmentation allows the call center to maintain simple, easy-to-maintain infrastructure while still benefiting from advanced call back efficiency through the external system's specialized functionality.
Solution Approach 2:
The patent implements self-service by designing the virtual queuing system to autonomously manage all aspects of call back processing without requiring call center intervention. The system independently meters wait times, manages queue positions, routes calls, and handles agent coordination. This self-service capability provides high call back efficiency while keeping the call center's device complexity low, as the call center simply receives processed calls without needing to understand or maintain the complex virtual queuing logic.
Data Source
AI summary
The present method and system provides a virtual queuing technique including the method and system providing for receiving a communication request from a user for telephonic communication with a communication agent, wherein the communication request includes user information. The method and system includes receiving a call back request from the user to avoid the on-hold wait time and based on the call back request, placing the communication request and the user information associated therewith into a queuing system. The method and system thereby meters the communication request in the queuing system for a metered wait time based at least on a queuing factor relating to at least one of: the on-hold wait time and the user information and after expiration of the metered wait time, bridges a communication connection with the user and the communication agent based on the communication request.