System and Method for Managing a Telemarketing Campaign
AssigneeCC Serve Corporation
InventorsMark Lawrence, Sandy Diaz, Patrick Fallon, Cynthia Hayden
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Abstract
A system and a method for managing a solicitation campaign are disclosed. A solicitor provides a solicitation center with pages of personalized script, which are generated using a first script template. The solicitor receives solicitee responses, analyzes the solicitee responses, and determines whether to continue the solicitation campaign using the current script template or using a second script template for subsequent solicitations.
Claims20
A method of managing a telemarketing campaign, the method comprising:
- receiving, at a work station located at one or more solicitation centers, solicitee responses via a communication link, the solicitee responses comprising responses by solicitees to a solicitation corresponding to a given script template;
- analyzing, at a processor located at a main office, separated from the one or more solicitation centers by the communication link, the solicitee responses;
- determining, with the processor, whether to use a second script template to generate pages of a personalized script based at least in part upon the analyzing the solicitee responses;
- in response to the determining, one of:
- using, by the processor, the second script template in the generation of the pages of the personalized script, wherein the pages of the personalized script are generated in response to requests received through the communication link;
- or
- not using, by the processor, the second script template and instead using a first script template in the generation of the pages of the personalized script, wherein the pages of the personalizes script are generated in response to the requests received through the communication link;
- and
- buffering the pages of the personalized script in a memory of the processor, and, overwriting, by the processor, a page of the personalized script at the work station with a subsequent page of the personalized script, the buffering occurring while the page is being completed at the work station, and the buffering occurring only after the page has been completed at the workstation.
A computer program, embodied in a non-transitory computer readable medium and executable by a processor remotely located at a main processing center from one or more solicitation centers, for managing a telemarketing campaign from a main processing center with one or more remotely located solicitation centers via a network, the computer program comprising:
- an analyzer module, located at the main processing center, that analyzes solicitee responses;
- a selector module, located at the main processing center, that selects a script template from a plurality of script templates, each script template identified by a script template identifier;
- and
- a script renderor, located at the one or more solicitation centers, that receives the selected script template and uses the selected script template to generate the first page and the second page of script;
- the computer program to buffer pages of a personalized script in a memory at the main processing center until the first page is completed at the one or more solicitation centers, and, in response to the first page being completed at the one or more solicitation centers, overwriting the first page with the second page.
A system for managing a solicitation campaign, the system comprising:
- a first server in communication with a remotely located solicitation center via communication link, wherein the first server receives solicitee responses from the solicitation center and provides the solicitation center with pages of personalized script, wherein the solicitee responses include responses by a first portion of the solicitees to a solicitation corresponding to a first script template;
- and
- a second server that receives the solicitee responses from the first portion of the solicitees and analyzes the solicitee responses, the second server determining, based on the analysis of the solicitee responses from the first portion of the solicitees, whether to present the first script template or a second script template to a second portion of the solicitees, and, in response to the determining, one of:
- uses the second script template and in response to subsequent requests received through the communication link provides the solicitation center with pages of a personalized script that correspond to the second script template;
- or
- does not use the second script template in response to subsequent requests received through the communication link and instead provides the solicitation center with pages of the personalized script template that correspond to the first script template;
- wherein the first server is to present the personalized script on a page-by-page basis, by providing a first page of the personalized script to the remotely located solicitation center while buffering a second page of the personalized script at the first server until the first page is completed at the second server, and upon the first page being completed at second server, overwriting the first page with the second page at the second server.
Dependencies are inferred from the claim text.