Automated survey control routine in a call center environment

Details Automated survey control routine in a call center environment Automated survey control routine in a call center environment

1998-02-17

1999-08-24

Tsang, Fan S.

Telephonic communications

Centralized switching system

Call distribution to operator

379 9203, 379197, 379210, H04M 1100

Patent

active

059434163

ABSTRACT:
A call center is adapted to select calls on a preprogrammed basis for possible participation in a survey. Selected calls are transferred to an interrogation point, which may be by Interactive Voice Response, where the callers are asked if they will participate. For those callers who do not wish to participate, the calls are routed by normal routing rules. For those callers who do wish to participate, the calls are transferred according to survey routing rules, and after transaction with an agent, to a survey point where the survey is conducted. In one embodiment callers who indicate a willingness to participate, but hang up before being transferred to a survey point, are automatically called back, and then, if willing, transferred to the survey point.

REFERENCES:
patent: 4811382 (1989-03-01), Sleevi
patent: 4943995 (1990-07-01), Daudelin et al.
patent: 5838774 (1998-11-01), Weisser, Jr.

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