Patent ID: 8953774
Filing Date: 2015-02-10
Classification: H04M

Abstract:
1. A method comprising: receiving at a call center a service call from a caller; providing the caller with automated instructions on how the caller may indicate a level of satisfaction with a customer service representative and transfer to a new customer service representative on a device from which the service call is being made; assigning a first customer service representative to the service call; in a course of conversation between the first customer service representative and the caller, determining whether an indication, provided to the caller in the automated instructions, has been received from the caller to transfer the service call to a second customer service representative; responsive to the determination that the indication has been received from the caller to transfer the service call to the second customer service representative, determining whether an indexing variable indicating the number of times the caller has switched customer service representatives exceeds a threshold value; upon determining that the indexing variable does not exceed the threshold value, performing a first action comprising initiating transfer of the caller to the second customer service representative; and upon determining that the indexing variable exceeds the threshold value, performing a second action different from the first action.