Patent ID: 8688486
Filing Date: 2014-04-01
Classification: G06Q,H04M

Abstract:
1. A computer program product for dynamically setting a wage offered to a multiplicity of inactive call center personnel, the computer program product comprising: a computer-readable, non-transitory storage device; first program instructions to automatically estimate a wait time for a plurality of active call center personnel to handle calls to a call center: second program instructions to automatically determine and set a wage, based in part on the estimated wait time, to offer to inactive call center personnel to become additional, active call center personnel to handle calls to the call center; and third program instructions, responsive to a request by one of the inactive call center personnel to become active at the wage, to automatically designate the one requesting inactive call center personnel as active at the wage and assign a call at the wage to the one requesting inactive call center personnel that has been designated as active; and wherein the second program instructions are responsive to the estimated wait time being greater than a predetermined upper threshold to determine and set the wage offered to the inactive call center personnel to be higher than a wage offered to inactive call center personnel during a prior interval in which the estimated wait time was lower than the upper threshold; and the first, second and third program instructions are stored on the computer-readable non-transitory storage device.