Method for evaluating customer call center system designs

Details Method for evaluating customer call center system designs Method for evaluating customer call center system designs

2005-01-25

2005-01-25

Tieu, Benny (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265050, C379S265070, C705S014270

Reexamination Certificate

active

06847711

ABSTRACT:
A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a metric that describes the system in monetary terms.

REFERENCES:
patent: 6493446 (2002-12-01), Cherry
patent: 20010032120 (2001-10-01), Stuart et al.
patent: 20030009373 (2003-01-01), Ensing et al.
patent: 20040111310 (2004-06-01), Szlam et al.

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