Agent directed dialing system and method of use

An agent directed dialing system prompts a user to initiate calls and that the number of calls is determined by a control module. The progress of active calls are monitored and additional calls are transferred to agents deemed able to handle multiple calls at once. The system ensures that a minimum or no calls are dropped because agents are not available to take the calls.

BACKGROUND

1. Field of the Invention

The present invention relates generally to outbound calling systems, and more specifically, to systems for improving the efficiency and productivity of those persons tasked with completing the calls.

2. Description of Related Art

Outbound calling systems are well known in the art and are effective means to contact potential clients or others with whom a conversation is desired. For example,FIG. 1depicts a conventional outbound calling system101having a dialer that initiates calls103and when a call is answered104, the dialer transfers the call to an agent105, if no agents are available the dialer drops the call107. When an agent completes a call109agents are sent back to await a new call from the dialer.

One of the problems commonly associated with system101is limited use. For example, regulations and best practices direct that a call must be originated by an agent or other living person.

Accordingly, although great strides have been made in the area of out bound calling systems, many shortcomings remain.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

The system and method of use in accordance with the present application overcomes one or more of the above-discussed problems commonly associated with conventional outbound calling systems. Specifically, the invention of the present application enables agent initiated outbound calls. In addition, the invention manages the efficiency of the agents and maximizes their efforts. These and other unique features of the system and method of use are discussed below and illustrated in the accompanying drawings.

Referring now to the drawings wherein like reference characters identify corresponding or similar elements throughout the several views,FIG. 2depicts a diagram of an agent directed dialing system in accordance with a preferred embodiment of the present application. It will be appreciated that system201overcomes one or more of the above-listed problems commonly associated with conventional outbound calling systems.

In the contemplated embodiment, system201includes a control module203running on a CPU205having a database207. The control module203in communication with agents211and people213via a network209. It is contemplated that any user, person or the like interacting with the control module203is considered an agent211for this disclosure e.g. a supervisor or administrator.

The control module203enabling the agents to convey information or inquiries to the people213as depicted byFIG. 3. Control module203including prompting an agent who becomes active in the module203to click a button or the like to initiate a call303. It is contemplated that while the agent initiates a call303that the module could select the intended recipient or other aspects of the call but that the module203is acting as directed by the agent when the call was initiated.

When the module203establishes that agents are available and that calls are initiated the call is allowed to be placed and a response awaited (see305,307,311,315,317and319). It is contemplated that if agents are in the module203but occupied therein, the system201will wait309until at least one agent is available before allowing calls to be made. It is further contemplated that if for any reason no agents are available and the module203of the system201is active that it will shut down313. If a call ends and no answer is obtained it is recorded321and the line becomes available for another call.

When a call is answered the module determines which agent should take the call, and if all agents are on a call then the new answered call is routed to an agent qualified to handle multiple calls (see323,325,327,329,331,333and335). When a call with a person is connected to an agent the module203displays the information about the call337to the agent, this could include prompts, personal information or the like. When a call is completed and the results are recorded339if the agent has another call on hold341they are returned thereto343or the module prompts the agent to click to dial a new call303.

It is contemplated and will be appreciated that the module203could utilize additional methods or algorithms could be used such as to determine how many calls are initiated by each click an agent makes or how many calls to concurrently allow.

It should be appreciated that one of the unique features believed characteristic of the present application is that an agent311initiates calls.

In an alternative embodiment401the control module203includes the ability to monitor the status of the agents in calls403and determine the probability of needing to add an additional call or calls and prompting an agent to initiate the additional calls405. These new additional calls are handled407according to the control module203wherein this embodiment functions.

It will be understood that capabilities common in the art such as automatic dialing could be implemented in any of the embodiments without deviating from the intent thereof.

It is contemplated and is depicted byFIG. 5that should no agent be free to handle a call that is answered503other options exist than those depicted byFIG. 3. Alternative embodiments501of these options include enabling an agent to handle two simultaneous calls where one call is placed in a first ear phone and another call is placed in a second ear phone505. It will be appreciated that the agent could switch their communication between calls.

Additional embodiments501include connecting the answered call or an existing call with a pre-recorded message507or provided a form of entertainment509such as music, a game or the like. Another embodiment501includes connecting either the new or existing call with an artificial intelligence511that could communicate a message, require input and take action based on the input received. Another embodiment501for handling a call with no available agents is that either the new call or an existing call could be transferred to another agent inside of the system or outside thereof513. While these embodiments501are provided they are not intended as exhaustive or limiting in the action the module can take when a call is answered.