Patent ID: 7783029
Filing Date: 2010-08-24
Classification: H04M

Abstract:
1. A method of managing calls at a call service center, the method comprising: monitoring a plurality of calls received and monitoring service transactions handled by a plurality of customer service agents; determining a sales success metric of each of the plurality of customer service agents for each of a plurality of service offerings, wherein the sales success metric is determined based on a percentage of service transactions resulting in a sale; ranking the customer service agents in terms of the sales success metric for each of the plurality of service offerings; recording the customer service agent rankings for each of the service offerings; receiving a telephone call; determining whether the telephone call is related to a particular service offering of the plurality of service offerings; determining one or more customer service agents that are available using a vacation planning and tracking application; and transferring the telephone call to a top ranked customer service agent associated with the particular service offering when the top ranked customer service agent is available.