Call center first access resolution

Details Call center first access resolution Call center first access resolution

2003-12-18

2009-11-10

Al Aubaidi, Rasha S (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265010, C379S266020

Reexamination Certificate

active

07616756

ABSTRACT:
A call center is operated to increase customer satisfaction and reduce costs by resolving requests during a first access. Common most frequently asked questions are identified and categorized into request and sub-request types. A request is received from a caller and handled by a call center agent via a referral. The referral may be to a web site URL. The request is logged into a tracking tool according to a first access resolution criteria. Periodically the data entered into the log is analyzed to determine first access resolution results by request and sub-request type. For those types having low first access resolution scores, the content of the corresponding web site URL is enhanced.

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