Arrangement for improving retention of call center's customers

Details Arrangement for improving retention of call center's customers Arrangement for improving retention of call center's customers

1998-10-29

2000-05-16

Smith, Creighton

Telephonic communications

Centralized switching system

Call distribution to operator

379266, H04M 300

Patent

active

060647310

ABSTRACT:
In a call center (100) of a business, if it is determined (314-318 or 320) during the handling of a call involving a party who is a customer of the business that the party is at risk of being lost as a customer to the business, an identifier of the party, such as ANI, is captured (300) and stored (322) along with an "at risk" indication. The determination may be made either automatically by detecting (314-318) that the party terminated the call while on hold, or manually (320) by the agent handling the call or a service observer whereupon the agent or observer pressed an "at risk" feature button (112) on their terminal (105, 110). On a subsequent call to or from that party, the stored identifiers (380) are searched (306), and when it is determined (308) that the party is identified therein as being at risk, the call is given (310) special treatment (400-426)--a higher-than-normal level of service--and is identified (428) to the call's handler as involving an "at risk" customer, in an attempt to avoid loss of the party as a customer.

REFERENCES:
patent: 5594791 (1997-01-01), Szlam et al.
patent: 5684872 (1997-11-01), Flockhart et al.
patent: 5905793 (1999-05-01), Flockhart et al.
patent: 5970134 (1999-10-01), Highland et al.

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