Patent ID: 7545925
Filing Date: 2009-06-09
Classification: H04M

Abstract:
1. A method for improved routing of repair calls in a repair call center wherein calls from repeat callers on the average take longer than calls from first time callers, the method comprising: receiving a repair call at the repair call center from a calling party; determining if the calling party is a first time caller or a repeat caller; if it is determined that the calling party is the first time caller, routing the repair call to a first group of customer service assistants designated to receive calls from the first time callers, if it is determined that the calling party is the repeat caller, routing the repair call to an available customer service assistant in a second group of customer service assistants designated to receive calls from the repeat callers, without receiving input from the calling party, wherein determining if the calling party is the first time caller or the repeat caller comprises: wherein the repair calls are routed to the first group of customer service assistants and the second group of customer service assistants without receiving input from any caller regarding the call type, thereby reducing overall wait time.