Patent ID: 8155297
Filing Date: 2012-04-10
Classification: H04M

Abstract:
1. A computer-implemented method implemented by a call center, the call center including at least a processing unit, a database, and multiple voice response units, for providing call-back options to callers making an inbound call to the call center, the method comprising: receiving inbound calls at a call routing system; collecting information from at least one caller; selecting, based on the collected information, a call target for the at least one caller; determining, using the processing unit, unavailability of the call target selected based on the collected information for at least one of the inbound calls; providing multiple selectable call-back options through a corresponding voice response unit instructed by the processing unit in response to the at least one inbound call, the call back options providing for at least one inbound caller to receive a call-back; receiving a selection of at least one of the multiple selectable call-back options at the corresponding voice response unit and sending the selection to the processing unit; scheduling, using the processing unit, a call-back based on the selected call-back option and storing scheduled call-back information in the database; dynamically assessing demands on the call routing system in relation to available resources using the processing unit, the demands including a number of live callers and a number of scheduled call-backs; re-allocating the available resources in the call routing system based at least in part on the selected call-back option, the resources including a number of agents available to answer calls and a number of agents performing scheduled call-backs; retrieving, using the processing unit, the scheduled call-back information from the database and forwarding the scheduled call-back information to the voice response unit; and calling, using the voice response unit, the at least one caller from the call center based on the selected call-back option.