Patent ID: 9020131
Filing Date: 2015-04-28
Classification: H04M

Abstract:
1. A method, comprising: receiving, at a call center, a call from a customer; attempting to service the call via an automated voice response system; determining, in response to failing to service the call, a destination for the call; determining, based on the destination, whether call back services are available for the call based on the destination; determining whether the customer has previously called the call center; identifying, in response to determining that the customer has previously called the call center, a first agent that handled the previous call from the customer; determining whether the first agent is capable of servicing the call, has an agent rating above a threshold value and is on duty; queuing the call for the first agent, in response to determining that the first agent is capable of servicing the call, has an agent rating above the threshold value and is on duty; queuing the call for another agent, in response to determining that the first agent is not capable of servicing the call, has an agent rating below the threshold value or is not on duty; determining whether the call has been queued for at least a predetermined period of time; interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer, wherein the call back service comprises at least one of a scheduled call back or an immediate type call back; receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back; and queuing the call back.