Call center study method and system
AssigneeInternational Business Machines Corporation
InventorJohn Ricketts
Life of this patent
Estimating the term…
Abstract
Studies of call center activities are performed by using a tool having timer buttons for timing call activities during a live or recorded call. Code values are assigned to specific activities and activity subtypes. The calls are assigned to a plurality of reviewers who gather data using the tool. Reviewer data is consolidated into a master database. The data is normalized with agent performance ratings. The normalized data is analyzed statistically to determine leverage points for improvement.
Claims16
A method of conducting a call center study, comprising the steps of:
- providing a tool for capturing call data including time data of specific activities from live calls or recorded calls;
- identifying said specific activities applicable to a specific client or study, and assigning code values thereto in said tool;
- assigning said calls to a plurality of reviewers;
- gathering data from said calls by said plurality of reviewers;
- consolidating the gathered data from said plurality of reviewers into a master database;
- normalizing said time data in said master database, with agent performance ratings;
- and
- analyzing the normalized time data statistically.
A system for conducting a call center study, comprising:
- a tool for capturing call data including time data of specific activities from live calls or recorded calls;
- means for identifying said specific activities applicable to a specific client or study, and assigning code values thereto in said tool;
- means for assigning said calls to a plurality of reviewers;
- means for gathering data from said calls by said plurality of reviewers;
- means for consolidating the gathered data from said plurality of reviewers into a master database;
- means for normalizing said time data in said master database, with agent performance ratings;
- and
- means for analyzing the normalized time data statistically.
A computer program product for instructing a processor to conduct a call center study, said computer program product comprising:
- a computer readable medium;
- first program instruction means for providing a tool for capturing call data including time data of specific activities from live calls or recorded calls;
- second program instruction means for identifying said specific activities applicable to a specific client or study, and assigning code values thereto in said tool;
- third program instruction means for assigning said calls to a plurality of reviewers;
- fourth program instruction means for gathering data from said calls by said plurality of reviewers;
- fifth program instruction means for consolidating the gathered data from said plurality of reviewers into a master database;
- sixth program instruction means for normalizing said time data in said master database, with agent performance ratings;
- and
- seventh program instruction means for analyzing the normalized time statistically, and wherein
- all said program instruction means are recorded on said medium.
A method of deploying computing infrastructure, comprising integrating computer-readable code into a computing system, wherein the code in combination with the computing system is capable of:
- providing a tool for capturing call data including time data of specific activities from live calls or recorded calls;
- identifying said specific activities applicable to a specific client or study, and assigning code values thereto in said tool;
- assigning said calls to a plurality of reviewers;
- gathering data from said calls by said plurality of reviewers;
- consolidating the gathered data from said plurality of reviewers into a master database;
- normalizing said time data in said master database, with agent performance ratings;
- and
- analyzing the normalized time data statistically.
Dependencies are inferred from the claim text.