Enabling caller controlled hold queue position adjustment

A system for caller position adjustment within a calling queue comprising:

• a calling queue for holding a call from a caller received at a call center;
• means for placing said call on hold in a calling queue of said call center, wherein said calling queue maintains an order in which calls are answered by representatives;
• means, responsive to a selection of a position adjustment option by said caller while waiting on hold, for transferring said call from said calling queue to a token advancement system while maintaining a record of said call that advances in said calling queue, wherein said token advancement system is accessible to a plurality of separate call centers via a network, wherein said token advancement system specifies for each of said plurality of separate call centers a separate selection of options from among a plurality of options for enabling said caller to earn an advancement token;
• means, responsive to detecting said advancement token at said calling queue, wherein said advancement token is earned by a caller from said token advancement system, for calculating a separate redemption value of said advancement token specifically for adjustment of position within said calling queue;
• and
• means, responsive to calculating said redemption value of said advancement token, for adjusting a position of said caller according to said redemption value within said calling queue.

A computer program product for caller position adjustment within a calling queue comprising:

• a recording medium;
• means, recorded on said recording medium, for placing a call received at a call center on hold in a calling queue of said call center, wherein said calling queue maintains an order in which calls are answered by representatives;
• means, recorded on said recording medium, responsive to a selection of a position adjustment option by said caller while waiting on hold, for transferring said call from said calling queue to a token advancement system while maintaining a record of said call that advances in said calling queue, wherein said token advancement system is accessible to a plurality of separate call centers via a network, wherein said token advancement system specifies for each of said plurality of separate call centers a separate selection of options from among a plurality of options for enabling said caller to earn an advancement token;
• means, recorded on said recording medium, responsive to detecting said advancement token at said calling queue, wherein said advancement token is earned by a caller from said token advancement system, for calculating a separate redemption value of said advancement token specifically for adjustment of position within said calling queue;
• and
• means, recorded on said recording medium, for adjusting a position of said caller according to said redemption value of said advancement token within said calling queue.

A method for earning an adjustment in a position within a call hold queue, comprising:

• receiving, at a token advancement system, at least one call transferred from a particular call hold queue from among a plurality of separate call hold queues, wherein said token advancement system specifies a separate selection of position adjustment service options for calls received from each of said separate call hold queues;
• enabling a caller of said at least one call to participate in at least one position adjustment service selected by said caller from among a particular selection of position adjustment service options specified for calls received from said particular call hold queue;
• and
• responsive to a result of said caller participation in said at least one position adjustment service, transferring a token for directing adjustment of a position of one from among said at least one call and a future call within said call hold queue.

A system for earning an adjustment in a position within a call hold queue, comprising:

• a token advancement system for receiving a call transferred from a particular call hold queue from among a plurality of separate call hold queues, wherein said token advancement system specifies a separate selection of position adjustment service options for calls received from each of said separate call hold queues;
• means for enabling a caller of said call to participate in at least one position adjustment service selected by said caller from among a particular selection of position adjustment service options specified for calls received from said particular call hold queue;
• and
• means responsive to a result of said caller participation in said at least one position adjustment service, for transferring a token for directing adjustment of a position of one from among said call and a future call by said caller within said call hold queue.

A computer program product for earning an adjustment in a position within a call hold queue, said computer program product comprising:

• a recording medium;
• means, recorded on said recording medium, for receiving at least one call transferred from a particular call hold queue from among a plurality of separate call hold queues;
• means, recorded on said recording medium, for enabling a caller of said at least one call to participate in at least one position adjustment service selected by said caller from among a particular selection of position adjustment service options specified for calls received from said particular call hold queue, wherein a separate selection of position adjustment service options are specified for calls received from each of said separate call hold queues;
• and
• means, recorded on said recording medium, for enabling transfer of a token reflective of said caller participation for directing adjustment of a position of one from among said at least one call and a future call by said caller within a call hold queue.