Patent ID: 6922466
Filing Date: 2005-07-26
Classification: H04M

Abstract:
1. A method for assessing a call center, said method comprising the steps of: gathering and studying information regarding a call flow of the call center's interactive voice response (IVR) system; developing a coding sheet for the call center, the coding sheet summarizing a call to the call center, including interactions between a caller and the IVR system and interactions between the caller and a live agent; tabulating a plurality of calls to the call center on the coding sheet based on notes and/or recordings of entire calls, from beginning to end; analyzing the tabulated coding sheet to determine areas of the IVR system that can be improved; and generating an analysis report itemizing the areas of the IVR system that can be improved and suggesting ways to improve those areas, wherein said tabulating step includes noting on the coding sheet, for each call, menu selections made by the caller in response to a prompt from the IVR system and a summary of interactions between the caller and a live agent.