System and method for managing routing of customer calls to agents

A system for managing customer calls within a call center, comprising:

• an inbound telephone call-receiving device for receiving a customer call to the call center;
• non-transitory, machine-readable memory that stores a customer database including enterprise customer data associated with an enterprise serviced by the call center;
• and
• a processor configured to execute an inbound queue management module and a predictive modeling module, the predictive modeling module is configured to store a predictive model of customer value, wherein the predictive model comprises a logistic regression model operating in conjunction with a first tree-based model, wherein the processor in communication with the non-transitory machine-readable memory executes a set of instructions instructing the processor to:
• upon receiving the customer call at the inbound telephone call-receiving device from an identified customer, retrieve from the customer database a set of the enterprise customer data associated with the identified customer;
• retrieve customer demographic data associated with the identified customer;
• select a group of agents that implements a predetermined customer care interaction from a plurality of groups of agents of the call center, based upon consistency of the predetermined customer care interaction with the set of enterprise customer data;
• determine a value prediction signal for the identified customer via applying the predictive model to the set of the enterprise customer data and the customer demographic data, wherein the value prediction signal is representative of a likelihood that the identified customer will accept an offer to purchase a product;
• classify the identified customer into one of a first value group and a second value group based on the value prediction signal determined;
• wherein the first value group comprises customers having a first set of modeled lifetime values and the second value group comprises customers having a second set of modeled lifetime values, wherein modeled lifetime values in the first set of modeled lifetime values are higher than modeled lifetime values in the second set of modeled lifetime values;
• and
• direct the inbound telephone call receiving device:
• when the inbound queue management module classifies the identified customer into the first value group, to route the customer call for the identified customer to a priority queue assignment for connection to an agent from the selected group of agents;
• and
• when the inbound queue management module classifies the identified customer into the second value group, to route the customer call for the identified customer to a subordinate queue assignment.