Call center incentive system and method

Details Call center incentive system and method Call center incentive system and method

1998-04-06

2000-04-11

MacDonald, Allen R.

Data processing: financial, business practice, management, or co

Automated electrical financial or business practice or...

Discount or incentive

705 1, G06F 1700

Patent

active

060497793

ABSTRACT:
The invention is a system and method that provides positive incentives to a call center agent by allowing the call center agent to play a game each time an established performance parameter standard is met. In accordance with the invention, a data collection system monitors a performance parameter of a telephone call handled by a call center agent. A game participation system compares an evaluation of the monitored performance parameter to an established performance parameter standard and allows the call center agent to participate in a game only if the evaluation meets the established performance parameter standard. Allowing the call center agent to immediately play a game after completing a call, in which a performance parameter standard has been met, motivates the agent to continue to meet the performance parameter standard so that a game can be played again. In the preferred embodiment, a performance evaluation is conducted after each completed call and an interactive game is automatically delivered to an ACD agent computing device when a performance parameter standard is met.

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