WO2001004722A2 - System and method for matching agents with customers - Google Patents
System and method for matching agents with customers Download PDFInfo
- Publication number
- WO2001004722A2 WO2001004722A2 PCT/NZ2000/000122 NZ0000122W WO0104722A2 WO 2001004722 A2 WO2001004722 A2 WO 2001004722A2 NZ 0000122 W NZ0000122 W NZ 0000122W WO 0104722 A2 WO0104722 A2 WO 0104722A2
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- WO
- WIPO (PCT)
- Prior art keywords
- interaction
- customer
- customers
- agents
- database
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Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
Definitions
- the invention relates to a system and method for matching agents with customers, particularly but not solely designed for matching telemarketing operators with existing and prospective customers.
- the invention also has application in matching incoming calls for a helpdesk, complaint desk, or promotional campaign with an agent and also in matching agents with customers with face-to-face contact.
- Telecommunications systems are widely used for commercial purposes by retailers, wholesalers and more generally vendors for selling services and equipment and for providing customer information with respect to such sales. This use is generally referred to as telemarketing. Telecommunications systems may be used for commercial purposes other than telemarketing, for example call centre applications, in particular helpdesk and customer complaints. They may be used as a means for customers to respond to a promotional campaign initiated by a merchant.
- US patent 5,889,799 to Centerforce Technologies Inc identifies this problem and describes a method and system for optimisation of telephone contact campaigns.
- the callers have a stored account of each individual or target to be contacted and a history of attempts to contact the target.
- the system stores a profile of the target and from this profile, identifies the periods during which the target is most likely to be available. In this way, the likelihood of a successful contact with the target can be increased.
- Another difficulty with commercial use of telecommunications systems is that there are often periods of very heavy incoming telephone call volume in situations where a caller is responding to a promotional campaign initiated by a merchant, for example, a television advertisement.
- the heavy call volume results in callers being put on hold while a finite number of agents deal with incoming calls. This may lead to callers waiting in a queue becoming impatient.
- NZ patent specification 299023 to Voice Technology Limited identifies this problem and describes a system in which an incoming call is received and placed in a queue for an appropriate operator. If the operator is currently unavailable, the caller is asked whether they want to leave a message and be called back or wait for the operator to become available. If the caller chooses to leave a message, they are prompted for information, such as a phone number, then they hang up. Once the operator is available, the operator is played the message left by the caller to allow the operator to ring the caller back.
- the Voice Technology Limited specification discussed above identifies that some agents may have particular training or experience in dealing with products or services offered to one particular geographical area, but that calls may be received from a range of geographical areas. By identifying the characteristics of a particular call, for example, the geographic region from which the caller is calling, the incoming call can be distributed to an agent having the appropriate skills for answering a call from the identified geographic region.
- a further difficulty not addressed by the prior art is that some interactions between agents and customers are more successful than other interactions and this success is not merely determined by a successful connection or by a successful connection with an agent having the appropriate skill set.
- the invention comprises a system for matching agents with customers, the system comprising a memory in which is maintained an interaction database of interaction data representing interactions between agents and customers, the interaction data comprising a success rating for each interaction; retrieval means arranged to retrieve from the interaction database interaction data for respective individual agents; and prediction means arranged to determine the best match of an individual agent with a customer based on the interaction data retrieved from the interaction database.
- the invention comprises a method of compiling interaction data representing interactions between agents and customers, the method comprising the steps of compiling a list of customers; initiating an interaction between one of the customers and an agent; assigning a success rating to the interaction; and storing in an interaction database interaction data representing the interaction between the customer and the merchant, the interaction data including the success rating for the interaction.
- the invention comprises a method of matching agents with customers comprising the steps of maintaining in a memory an interaction database of interaction data representing interactions between agents and customers, the interaction data including a success rating for each interaction; retrieving from the interaction database interaction data for respective individual agents; and predicting the best match of an individual agent with a customer based on the interaction data retrieved from the interaction database.
- the invention comprises a computer program for matching agents with customers, the program comprising an interaction database of interaction data representing interactions between agents and customers maintained in a memory, the interaction data comprising a success rating for each interaction; retrieval means arranged to retrieve from the interaction database interaction data for respective individual agents; and prediction means arranged to determine the best match of an individual agent with a customer based on the interaction data retrieved from the interaction database.
- the invention comprises a computer program for compiling interaction data representing interactions between agents and customers, the program comprising compiling means arranged to compile a list of customers; interaction means arranged to initiate an interaction between one of the customers and an agent; rating means arranged to assign a success rating to the interaction; and updating means arranged to store in an interaction database interaction data representing the interaction between the customer and the merchant, the interaction data including the success rating for the interaction.
- Figure 1 shows a block diagram of a system in which one form of the invention may be implemented
- FIG. 2 shows the preferred system architecture of hardware on which the present invention may be implemented
- Figure 3 shows a preferred database schema of the invention
- Figure 4 illustrates a preferred method for compiling interaction data
- Figure 5 shows a preferred method for using the compiled interaction data
- Figure 6 shows a table of example results of data acquisition and prediction.
- FIG. 1 illustrates a block diagram of the preferred system 10 in which one form of the present invention may be implemented.
- the system 10 includes one or more agents 20, for example 20A, 20B, 20C and 20D.
- the agents could comprise a telemarketing organisation promoting goods and/or services.
- Each agent 20 is preferably connected to a public switched telephone network or PSTN 30.
- the system 10 also includes one or more customers and/ or prospective customers 40, for example 40A, 40B, 40C and 40D who each have an address in the PSTN 30.
- Agents 20 communicate with customers 40, also referred to as targets, in an attempt to promote goods and/or services.
- the invention 50 preferably comprises a data memory 52 and server 54 operating under suitable operating software and loaded with suitable application software.
- the invention 50 maintains a customer database 60 in a memory.
- the customer database 60 contains data representing individual existing customers and/or prospective customers.
- the invention 50 retrieves from the customer database 60 a fist of customers to which telemarketing agents will attempt to promote their goods and services. Individual agents are provided with details of targets and proceed to communicate with these targets through the PSTN 30.
- the invention 50 could be interfaced to a predictive dialler 70.
- the invention 50 provides the predictive dialler 70 with a list of targets together with telephone numbers of the targets.
- the predictive dialler 70 automatically calls successive customers on the list. Once contact is made with a customer, the dialler 70 connects an agent to the customer.
- the predictive dialler 70 may call a prospective customer and then connect the call to the agent predicted by the dialler to be the next available agent. If the agent is available the call is connected immediately. If the agent is not yet available, the call could be disconnected and the target tried again later, or another agent who is available may be connected. It will be appreciated that use of a predictive dialler in this way reduces the time that agents are idle.
- the system 10 further comprises an agent database 80 which contains data representing individual agents and an interaction database 90 which contains data representing interactions between agents and customers.
- customer database 60, agent database 80 and interaction database 90 may be implemented as separate databases or as a single database.
- the databases 60, 80 and 90 could be maintained by the telemarketing organisation or could be maintained by a third party.
- the databases 60, 80 and 90 could be stored in a single memory. Alternatively, the databases may be stored in separate memories on one or more separate servers and accessed by dedicated or dial-up telecommunications facilities using email, electronic data interchange (EDI) and/ or communications via internet websites, or stored on CD roms, floppy disks, tape drives, or other storage media. Alternatively, the databases 60, 80 and 90 could be accessed using terminal emulation or Telnet facilities.
- EDI electronic data interchange
- FIG. 2 shows the preferred system architecture of the invention 50.
- the computer system 100 typically comprises a central processor 102, a main memory 104 for example RAM and an input/ output controller 106.
- the computer system 100 further comprises peripherals such as a keyboard 108, a pointing device 110 for example a mouse, track ball or touch pad, a display or screen device 112, a mass storage memory 1 14 for example a hard disk, floppy disk or optical disc, and an output device 116 for example a printer.
- the system 100 could also include a network interface card or controller 1 18 and/or a modem 120.
- the individual components of the system 100 could communicate through a system bus 122.
- Figure 3 illustrates a preferred database schema for implementation of the invention.
- the schema shown is in the form of a relational database schema having a number of linked tables. It is envisaged that the same data could be implemented in other forms, for example, an object-oriented environment using objects and attributes.
- Each customer record includes at least a customer identifier 202 which is preferably unique to the customer.
- the customer database could also include characteristics of individual customers as shown at 204. These characteristics could include, for example, geographic location, professional status, family size, age, gender, marital status, ethnicity, education and vocation. The characteristics could also include psychodynamic or psychographic characteristics.
- the characteristics could be obtained from either internal or external data.
- the agent may have customer characteristics stored in one or more databases as internal data. These characteristics could include the characteristics described above. Additional characteristics could be obtained by the agent from external data sources, for example, market surveys and census meshblock data. It is possible that the agent may have access to financial or other data for a customer and so the stored characteristics could include profile data, for example data representing financial transactions in which the customer is involved or data representing the use a customer makes of telecommunications or internet services.
- a preferred schema for the agent database is shown at 220.
- the data includes at least an agent identifier 222.
- the agent schema 220 could also include the network address 224 of an individual agent. Where the agent is a telemarketer operating a telephone, the network address 224 could include the telephone number of the agent or the telephone extension of the agent within the organisation. In addition to the network address, the agent schema 220 could include characteristics about the individual agent, similar to the customer characteristics 204.
- Interaction schema 240 represents interactions between agents and customers.
- the schema includes at least an agent identifier 242 and customer identifier 244. Where there may be more than one interaction between an agent and a customer, the interaction schema 240 could include an interaction identifier 248.
- the schema 240 includes a success rating 250.
- the preferred success rating comprises an ordinal value representing a level of success of the interaction. For example, where an agent attempts to sell life insurance cover to a customer, the success rating could indicate whether or not the agent was successful in selling life insurance to the customer. It is envisaged that the success rating may be extended to represent, for example, situations where an agent attempts to sell one level of cover to a customer and the result of the interaction is that the agent sells a different level of cover to that originally intended.
- the schema 240 could also include other data representing the interaction, for example, the duration of the interaction between the agent and the customer.
- An agent may take into account the time spent on a particular customer in assessing the success rating of the interaction.
- references to a customer include references to a prospective customer.
- the customer schema 200 could still include customer characteristics obtained from external data sources. For example, the geographic location of the customer may be obtained from the area code of the customer telephone number. This geographic location forms part of a meshblock, and data on meshblocks is available from census data.
- Figure 4 illustrates a preferred method for compiling interaction data for the interaction database 90.
- a list of targets is compiled. These targets may be retrieved from customer database 60 and/or from other sources, for example, telephone directories.
- the first target is identified.
- the first target is the customer appearing at the top of the list and is preferably contacted automatically by the predictive dialler 70.
- the invention connects the next available agent to the customer. The system could use the predictive dialler 70 to predict the individual operator who will next be available for an interaction with the customer.
- An interaction record is created based on the interaction between the agent and the customer, the interaction record including a success rating. As indicated at 306, the interaction database is updated with this new data.
- Targets are preferably selected in sequential order from the target list. As targets are identified and interact with an agent, the target could be removed from the list or could be assigned a value indicating that the customer has already been the subject of an interaction with an agent. If all targets have been contacted the process is complete. Otherwise, the next target is contacted as indicated at 302.
- the invention identifies an available operator as indicated at 402. It is envisaged that a predictive dialler 70 may predict which agent will next become available for interaction with a customer.
- the invention then retrieves from the interaction database interaction data for the agent identified at step 402.
- the invention identifies the characteristics of customer with which the agent typically has had the highest success. Preferably, this information is identified from the success rating in the interaction data.
- the system can predict the best match of target customer to agent, as indicated at 406.
- the comparison and prediction could use any one of a number of known techniques suitable for the purpose, for example logistic regression.
- the appropriate customer is contacted as indicated at 408, then the agent is connected to that customer at 410.
- the invention may be arranged to update the interaction database with the results of the interaction indicated at 412 in a similar manner to that described with reference to Figure 4.
- the invention then checks to see whether all targets have been contacted, in a similar way as described with reference to Figure 4. If there are still targets remaining to be contacted the invention identifies the next available agent.
- Figure 6 illustrates the results of data acquisition and prediction described above with reference to Figures 4 and 5 in a typical case.
- the results of the analysis are illustrated in the form of a table.
- the data in the table could be calculated at runtime, or could be stored temporarily or permanently in a memory.
- the invention has identified as a percentage chance the predicted success rate of individual agents 500 with existing or prospective customer targets Tim Jones 502, Bob Smith 504, Angela Dee 506 and Frank Hayden 508.
- agent 510 may predict that agent 510 is about to finish their present interaction with a customer. Agent 510 has the highest chance of success with customer 508, out of all the customers. Agent 510 also has the highest chance, out of all of the other agents, of making a successful sale to customer 508. The system may, on this basis, predict that customer 508 would be the best match for agent 510.
- Agent 512 has the highest chance of success with customer 504 out of all the customers. Agent 512 also has the highest chance, out of all of the other agents, of making a successful sale to customer 504. Therefore, the system may estabhsh that customer 504 is the best match for agent 512. Agent 514 may be the next to finish their interaction. Agent 514 has the highest chance of success with customer 506 out of all the customers. However, since agents 516 and 518 have a much higher probability of success with customer 506, the invention may elect not to match customer 506 with agent 514. The invention would instead search the target list until a target is located with which agent 514 has a higher chance of success than agent 516 or agent 518, and match customer 506 with agent 516 or agent 518.
- the invention could be arranged to connect customers with agents with which the agent's chance of success exceeds a minimum threshold level, for example, 60%. This parameter could be overridden in cases where none of the agent's success rates exceed the threshold level. In this situation, the invention would estabhsh a connection with the customer when the agent having the highest chance of success with that customer is available, or about to become available.
- a minimum threshold level for example, 60%.
- agent database has maintained in it agent characteristics
- an organisation could identify the most desirable agent characteristics for a particular customer base.
- a company may use the invention to assist in recruitment and management of its agent employees.
- the area of application may be a helpdesk or complaint desk in which customers initiate interactions with agents.
- Incoming customer calls would be routed by a call router to the most appropriate agent, based on the techniques described above.
- Characteristics of each customer could be retrieved from a customer database using the number from which the customer is calling or an identifier supplied by the customer when placing the call. This identifier could include a membership or account number entered by the customer using a touch tone telephone.
- the success rating for a helpdesk or complaint desk could include the duration of the interaction and/ or the frequency of repeat calls.
- the success rating could additionally or alternatively be measured by customer satisfaction based on, for example, surveys or follow up contact with the customer.
- a merchant may also initiate a promotional campaign soliciting contact from customers, which could be managed in the same way.
- the invention could also be applied to internet rather than telecommunication interactions.
- the customer identifier 202 could include the customer's internet address
- agent identifier 222 and/or agent network address 224 could include the agent's internet address.
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Abstract
Description
Claims
Priority Applications (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
NZ517065A NZ517065A (en) | 1999-07-09 | 2000-07-10 | Matching agents with customers by comparing the success rating of the agents with customers of similar characteristics |
AU57198/00A AU766555B2 (en) | 1999-07-09 | 2000-07-10 | System and method for matching agents with customers |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
NZ336677 | 1999-07-09 | ||
NZ33667799 | 1999-07-09 |
Publications (2)
Publication Number | Publication Date |
---|---|
WO2001004722A2 true WO2001004722A2 (en) | 2001-01-18 |
WO2001004722A3 WO2001004722A3 (en) | 2001-05-25 |
Family
ID=19927372
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/NZ2000/000122 WO2001004722A2 (en) | 1999-07-09 | 2000-07-10 | System and method for matching agents with customers |
Country Status (2)
Country | Link |
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AU (1) | AU766555B2 (en) |
WO (1) | WO2001004722A2 (en) |
Cited By (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP1401181A1 (en) * | 2002-09-20 | 2004-03-24 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for integrating data aggregation of historical data and real-time deliverable metrics in a database reporting environment |
WO2015061713A1 (en) * | 2013-10-25 | 2015-04-30 | Teletech Holdings, Inc. | Method and system for routing messages and connecting users associated with live-connected content |
US9350865B2 (en) | 2014-10-23 | 2016-05-24 | Teletech Holdings, Inc. | Method for connecting a user with an agent based on user interaction of a link of a prior message exchanged between the user and the agent |
US9571649B2 (en) | 2014-10-23 | 2017-02-14 | Teletech Holdings, Inc. | Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms |
US9924033B2 (en) | 2014-10-23 | 2018-03-20 | Teletech Holdings, Inc. | Method for collecting data using a user interaction event-driven data collection system |
Citations (5)
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US5164983A (en) * | 1991-01-28 | 1992-11-17 | American Telephone & Telegraph Company | Telemarketing complex performance management system |
AU5528294A (en) * | 1993-02-23 | 1994-09-01 | Moore North America, Inc. | A method and system for gathering and analyzing customer and purchasing information |
WO1999023596A1 (en) * | 1997-10-31 | 1999-05-14 | Walker Digital, Llc | Method and apparatus for administering a reward program |
WO2000026804A1 (en) * | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
WO2000029973A1 (en) * | 1998-11-16 | 2000-05-25 | Trade Access, Inc. | Electronic non-repudiation system and method |
-
2000
- 2000-07-10 WO PCT/NZ2000/000122 patent/WO2001004722A2/en active IP Right Grant
- 2000-07-10 AU AU57198/00A patent/AU766555B2/en not_active Expired
Patent Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
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US5164983A (en) * | 1991-01-28 | 1992-11-17 | American Telephone & Telegraph Company | Telemarketing complex performance management system |
AU5528294A (en) * | 1993-02-23 | 1994-09-01 | Moore North America, Inc. | A method and system for gathering and analyzing customer and purchasing information |
WO1999023596A1 (en) * | 1997-10-31 | 1999-05-14 | Walker Digital, Llc | Method and apparatus for administering a reward program |
WO2000026804A1 (en) * | 1998-10-29 | 2000-05-11 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
WO2000029973A1 (en) * | 1998-11-16 | 2000-05-25 | Trade Access, Inc. | Electronic non-repudiation system and method |
Cited By (9)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP1401181A1 (en) * | 2002-09-20 | 2004-03-24 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for integrating data aggregation of historical data and real-time deliverable metrics in a database reporting environment |
WO2015061713A1 (en) * | 2013-10-25 | 2015-04-30 | Teletech Holdings, Inc. | Method and system for routing messages and connecting users associated with live-connected content |
US9357073B2 (en) | 2013-10-25 | 2016-05-31 | Teletech Holdings, Inc. | Method and system for routing messages and connecting users associated with live-connected content |
US9350865B2 (en) | 2014-10-23 | 2016-05-24 | Teletech Holdings, Inc. | Method for connecting a user with an agent based on user interaction of a link of a prior message exchanged between the user and the agent |
US9571649B2 (en) | 2014-10-23 | 2017-02-14 | Teletech Holdings, Inc. | Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms |
US9813556B2 (en) | 2014-10-23 | 2017-11-07 | Teletech Holdings, Inc. | Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms |
US9924033B2 (en) | 2014-10-23 | 2018-03-20 | Teletech Holdings, Inc. | Method for collecting data using a user interaction event-driven data collection system |
US10044866B2 (en) | 2014-10-23 | 2018-08-07 | Teletech Holdings, Inc. | Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms |
US10097644B2 (en) | 2014-10-23 | 2018-10-09 | Teletech Holdings, Inc. | Method for connecting a user with an agent based on workflow stages of a workflow dynamically created using a workflow template |
Also Published As
Publication number | Publication date |
---|---|
AU5719800A (en) | 2001-01-30 |
AU766555B2 (en) | 2003-10-16 |
WO2001004722A3 (en) | 2001-05-25 |
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