Patent Publication Number: US-2007116240-A1

Title: Systems and methods for qualification-based intelligent call routing

Description:
TECHNICAL FIELD OF THE INVENTION  
      This invention relates in general to call routing and, more particularly, to systems and methods for intelligent call routing which may be based at least partially on applicable qualifications of a call agent.  
     BACKGROUND  
      In many industries, sales of goods or services are made to customers by sales associates. In certain industries, sales associates may work in call centers and conduct sales transactions over telecommunication systems. Systems are available for routing incoming calls (e.g., from customers) to call center agents. For example, a call center call routing system may route an incoming call to the next available agent in the call center.  
      Sales of certain products require the seller to be licensed in a particular jurisdiction. For example, a state in which a sale is made might require the seller to have a license in that state. Different products may require different licenses.  
     SUMMARY  
      In accordance, with certain embodiments of the present invention, systems and methods are provided for routing calls, for example, from callers to agents in a call center environment. According to one embodiment, a call routing system includes at least one processor and at least one memory electronically coupled to the processor. The at least one memory is operable to store agent data indicative of one or more qualifications of a plurality of agents. The system also includes at least one call router operable to route calls with callers to one or more of the plurality of agents based on at least one transaction criterion associated with the respective calls. The at least one call router is operable to match the at least one transaction criterion to agent data of at least one of the plurality of agents having at least one qualification corresponding to and meeting the at least one transaction criterion.  
      According to another embodiment, a method is provided for routing calls. The method includes receiving a first transaction criterion. The method also includes comparing the first transaction criterion to one or more stored qualification records associated with one or more agents. The method further includes determining, according to the one or more qualification records, which of the one or more agents meets the first transaction criterion. The method also includes determining which agent, from among the agents meeting the first criterion, has a highest rating. The method further includes routing a call to the highest-rated agent meeting the first criterion.  
      According to another embodiment, a method is provided for routing calls. The method includes automatically determining a jurisdiction of a caller. The method includes automatically determining a license requirement associated with the jurisdiction. The method also includes automatically identifying, from a plurality of agents, one or more agents meeting the licensing requirement. The method further includes automatically routing the call to one of the one or more agents meeting the licensing requirement.  
      According to another embodiment, a method is provided for routing calls. The method includes establishing a first parameter. The method also includes identifying a plurality of values associated with the first parameter. The method also includes ranking the plurality of values. The method also includes determining an overall rate of a plurality of agents, the overall rate being associated with the first parameter. The method also includes determining a first subrate of a first subset of the plurality of agents, the first subrate being associated with a first subset of the plurality of values. The method further includes routing a call to an agent among the first subset of agents based on the first subrate.  
      According to another embodiment, a method is provided for routing calls. The method includes establishing a first plurality of values associated with a first parameter. The method also includes establishing a second plurality of values associated with a second parameter. The method also includes associating the second plurality with the first plurality to determine an overall rate. The method also includes associating a first subset of the second plurality with a first subset of the first plurality to determine a first subrate. The method also includes comparing the first subrate to the overall rate. The method further includes routing a call based on the comparison.  
      Various embodiments of the present invention may benefit from numerous advantages. It should be noted that one or more embodiments may benefit from some, none, or all of the advantages discussed below.  
      One advantage is the automation of complex routing determination methods. Another advantage is the ability to automatically route calls to agents meeting certain licensing requirements. Another advantage is the determination and prioritization of transaction criteria to determine optimal call routing. Another advantage is the ability to automatically differentiate between mandatory and optional transaction requirements in a call routing environment. Another advantage is connecting callers with highest-rated agents meeting one or more mandatory criteria. Other advantages will be readily apparent to one having ordinary skill in the art from the following figures, descriptions, and claims.  
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
      For a more complete understanding of the present invention and for further features and advantages, reference is now made to the following description, taken in conjunction with the accompanying drawings, in which:  
       FIG. 1  illustrates an example system for routing calls in accordance with an embodiment of the invention;  
       FIG. 2  illustrates an example method for routing calls in accordance with an embodiment of the invention; and  
       FIG. 3  illustrates another example method for routing calls in accordance with an embodiment of the invention.  
    
    
     DETAILED DESCRIPTION  
      Certain embodiments of the present invention are generally directed to providing systems and methods for routing calls. The call routing may be associated with, for example, routing calls to and/or from customers in a call center environment. The system may include a router, which can route calls based upon specified agent criteria. The router compares the specified criteria to agent qualifications to determine which agents are suited to handle the respective call. In one embodiment a criterion is a requirement that the agent have a license to sell a product which is the subject of the call.  
      Example embodiments of the present invention and their advantages are best understood by referring now to  FIGS. 1 and 2  of the drawings, in which like numerals refer to like parts.  
       FIG. 1  illustrates an example embodiment in which a call routing system  10  is provided for routing calls based at least partially on one or more qualifications of agents handling calls with customers. System  10  includes one or more callers  13 , a communications network  18  and a call center  12 . The call center  12  includes one or more agents  14  and a call routing platform  64 . The call routing platform  64  includes at least one processor  60  and at least one memory  62 . The call routing platform  64  also includes a call router  76 .  
      Callers  13  may be, for example, customers or potential customers. However, callers  13  may be any appropriate individual, entity, or automated system. In the illustrated embodiment, caller  13  is an individual consumer, but the invention is not so limited. Callers  13  may be conducting any suitable transaction with one or more agents  14  including, but not limited to, the purchase of goods or services. Callers  13  may be engaging, for example, in transactions involving the purchase of services being promoted by the agents. In another example alternative, callers  13  may be contacting agents for support concerning products (e.g., computers systems or other goods, telecommunications services, accounts, policies, etc.), which are handled by the agents  14 . In at least one embodiment, callers  13  are conducting transactions involving the purchase of insurance policies. In other example embodiments, however, callers  13  may be applying for credit card accounts or other accounts, purchasing real estate, purchasing medical services, receiving medical advice, receiving legal advice, asking for information about products, seeking support for problems with products or services, etc.  
      Each caller  13  may include an interface  15  for enabling the caller to communicate with agents  14  and/or call center  12  or any of its components. Callers  13  may include any suitable communication device (not expressly shown) such as a telephone, mobile phone, personal data assistant, or computer, for communicating with the various elements of system  10 . Interface  15  may be a component of the communication device utilized by caller  13 . In some embodiments, interface  15  is the communication device. Preferably, interface  15  allows caller  13  to engage in transactions and to transmit information (e.g., transaction criteria, sales information, identification information, etc.) to agents  14  and/or call center  12 .  
      Agents  14  include any appropriate individuals, entities, or automated systems capable of interfacing with callers to conduct transactions. In the illustrated embodiment, agents  14  are individuals located at call center  12 . Agents  14  can be located in any suitable place including being co-located with the call center  12 . However, it should be understood that agents  14  may be remotely located.  
      The term “transaction” is intended to encompass any transaction with the caller  13 . For example, the transaction may be a sale, or the customer&#39;s confirmation of, or commitment to make, a purchase. However, the invention is not limited to sales. Any exchange (e.g., currency or other financial consideration, or information) between a caller  13  and an agent  14  may qualify as a transaction.  
      Agent  14  may comprise a sales platform. For example, agent  14  may comprise one or more computers (not expressly shown). Preferably, each agent  14  includes an interface  30  for enabling an operator (e.g., the agent) to communicate with the other components of call center  12  and/or with callers  13 . The interface may comprise a graphic user interface, for example. Any suitable interface may be used. Interface  30  may be used to conduct sales transactions and/or other customer transactions. Interface  30  may also be used to connect a caller  13  to call center  12  or its components. Interface  30  may also be used to transmit information between agents  14  and the other components of system  10 .  
      Callers  13  and agents  14  may conduct transactions over any suitable communication link such as, for example, communications network  18 . However, the transactions may be conducted over a communication link separate from communications network  18 .  
      Communications network  18  may include one or more local area networks (LANs), metropolitan area networks (MANs), wide area networks (WANs), portions of the Internet, or any other appropriate wireline, optical, wireless, or other links, or any combination thereof. Communications network  18  may, where appropriate, include one or more private networks used exclusively for communication between any of callers  13 , agents  14 , and call center  12 .  
      Call center  12  may include one or more call routing platforms  64 , one or more processors  60 , one or more memories  62 , and one or more call routers  76 , and one or more agents  14 . The illustrated configuration of the various components of call center  12  is provided for example purposes only. It should be understood that any suitable configuration may be used. Various components may be integral or discreet and remote or centralized as desired. The grouping of components as subcomponents (e.g., call router  76  and processor  60  as subcomponents of call routing platform  64 ) is shown for example purposes only. It should be understood that various components may or may not include the subcomponents illustrated in  FIG. 1 . It should be further understood that various components illustrated as part of call center  12  may exist, in certain embodiments, remote from call center  12 . Moreover, the communication links shown in  FIG. 1  may be modified as desired. The components of call center  12  may be located at one or more sites and may be coupled to each other using one or more links, each of which may include, for example, some or all of a computer bus, local area networks (LANs), metropolitan area networks (MANs), wide area networks (WANs), portions of the Internet, a public switched telephone network (PSTN), any other appropriate wireline, optical, wireless, or other suitable communication link, or any combination of the preceding.  
      Call routing platform  64  may include one or more processors  60 , one or more memories  62  and one more call routers  76 . Routing platform  64  may receive communications from either or both of callers  13  and agents  14 . Information transmitted to and from platform  64  may include voice and data. The information may encompass transaction information, customer identification information, agent identification information, transaction criterion, and agent qualifications information. Transaction information may include any information associated with the substance of the transaction being engaged in between a caller and an agent. For example, transaction information may include transaction type, product type, price, date and time information, etc. Transaction data may also include, for example, any information to identify a particular transaction, such as product identification number, product description, call identification number, purchase amount, transaction date and time, transaction identification number, invoice number, etc. Caller identification information may include any information to associate a caller with a transaction. Such information may include, for example, name, address, telephone number, account number, social security number, customer identification number, and password/login names. Agent identification information may include any information for identifying a particular agent and may encompass, for instance, name, employee number, password/login names, etc.  
      Transaction criterion may include any criterion upon which a decision may be made to connect a particular agent with a particular caller. Transaction criterion may include one or more qualification requirements. In one embodiment, the qualification requirement may be a license requirement. The license may be any type of license including a governmentally-issued license. For example, a license may be an insurance license, a real estate license, a medical license, an engineering license, or a law license. Other types of licenses and certifications are intended to be covered by the scope of this disclosure. The license criterion may be a license of a particular jurisdiction. For example, the jurisdiction may be that of the caller&#39;s location, the caller&#39;s residence, the agent&#39;s location, the call center&#39;s location, where the product is being sold, where the product will be used, where the product will be delivered, etc.  
      The qualification requirement may be any of a number of other types of requirements. For example, the requirement may be a particular level of education, such as high school degree, undergraduate degree, or post-graduate degree. The qualification may be a rating. For example, the rating might be a ranking, a grade point average, or a grade on an exam (such as an exam taken to obtain a license). The rating may be any industry rating or other rating provided by a certification entity. The criterion may include other types of requirements such as proficiency in handling calls, language skills, a jurisdictional requirement, or a location requirement.  
      The transaction criteria may be specified by the respective caller, or by one or more agents. For example, a caller may use his or her interface for inputting particular criteria which an agent must meet. An appropriate call handling agent is selected at least partially based on the criteria. Similarly, an agent may specify criteria which must be met by a caller, or by another agent. Alternatively, the transaction criteria may be automatically generated by the system based on input. For example, the router or some other element, such as a software module (not expressly shown) may generate transaction criteria. The input may come from a caller, an agent or some other component of system  10 .  
      The transaction criteria may be sent to a plurality of agents for response regardless of whether the respective agents meet the criteria. For example, specified criteria for handling a call may be sent to the interfaces of a plurality of agents. The agents may then make the determination of whether they meet the criteria. If they meet the criteria, they may respond to the associated call, or join a queue of available agents.  
      In another embodiment, the criteria are only sent to agents that meet the criteria. In this scenario, the system may automatically determine which agents meet the criteria. For example, the call router may receive specified criteria and compare the specified criteria to one or more qualification records, which may be stored, for example, in the memory. The router may determine that a plurality of agents have qualifications that meet the specified criteria. The system may then assign the associated call to one of the qualified agents for handling. For example, the system may send the call to the first available agent of the qualified agents. Alternatively, the system may make the call available to the plurality of agents and allow the agents to determine which agent will handle the call. For example, the first qualified agent to accept the call may be the handling agent. In still another embodiment, the system automatically queues the qualified agents for receiving calls.  
      In another embodiment, the at least one transaction criterion comprises a plurality of criteria. These criteria may be prioritized according to an order of preference or importance. For example, a caller may be resident in State A and may specify a preference of speaking to an agent whose primary language is English. The system may determine that the one of the transaction criterion is that the handling agent be licensed in State A. The system may further determine that another criterion is that the agent&#39;s primary language is English. The system may further determine that the priority of the criteria are the license first and the language second. The system may route the call to an agent based first on the agents licensed in State A and, out of those agents, to an agent that has English as a primary language. Further, it may be determined (e.g., automatically by the system) that one or more of the criteria are mandatory while other criteria are optional. In such a case, the system may prioritize either or both of the mandatory and optional criteria.  
      Agent qualification information may include any of the same general types of information associated with transaction criteria. The agent qualification information may be stored, for example, in the one or memories of the system. The stored information may be used for comparing and matching the specified transaction criteria to determine how a call will be routed.  
      Processor  60  may process data associated with callers, agents, transactions, criteria and qualifications. Processor  60  may execute any of the various software modules described herein, and cause data to be stored. The operation of processor  60  may include executing software or coded instructions that may in particular embodiments be associated with the one or more function modules. Processor  60  may be any suitable processor for processing data. Memory  62  may be coupled to processor  60  and may include one or more suitable memory devices, such as one or more random access memories (RAMs), read-only memories (ROMs), dynamic random access memories (DRAMs), fast cycle RAMs (FCRAMs), static RAM (SRAMs), field-programmable gate arrays (FPGAs), erasable programmable read-only memories (EPROMs), electrically erasable programmable read-only memories (EEPROMs), microcontrollers, or microprocessors.  
      Call routers  76  may be tasked with routing calls based on transaction criteria and qualifications. Routers  76  may receive these pieces of information directly (e.g., from callers or agents), or may access the system&#39;s one or more memories to retrieve the information. Routers  76  compare specified transaction criteria with available qualifications (e.g., agent qualifications) to determine how calls will be routed. In at least one example embodiment, router  76  determines that a caller is calling from a particular jurisdiction. This determination may be made using any suitable technology such as Automatic Number Identification. Router  76  may determine that a handling agent must be licensed in the particular jurisdiction. Router  76  may retrieve a plurality of agent qualification records from memory to determine one or more agents meeting the licensing requirement. Router  76  may also determine that from among the plurality of licensed agents, there is a particular agent that is ranked above the other agents according to a secondary criterion. The ranking might be based on any number of factors, such as sales success, sales success in the particular jurisdiction, exam scores, call processing speed, current or projected availability, proficiency, etc. Router  76  determines the best available agent and connects that agent with the caller.  
      A similar process may be used, for example, in the telemarketing environment. For example, the system may determine that a particular agent is available to handle a call. The system may retrieve the agent&#39;s qualification record. The system may determine that the agent should make a call to a prospect based on the qualifications. For example, the available agent may be licensed in three states. System records may indicate that one of the particular states has a highest overall success rate for calls and that the agent has an above-average rating in that particular state. The system may determine that, based on these criteria, the agent should be connected with a prospect in the particular state.  
      A related business model is to segment a sales force of agents into groups and have each group obtain the necessary qualifications for the group. For example, a group of agents within an agent population might be licensed in one jurisdiction, while a different group is licensed in a different jurisdiction. Jurisdictions might be ranked according to an overall success rate, such as an overall percentage of sales closed compared to sales opportunities. Each agent licensed in the respective jurisdictions may be ranked, both on an overall basis and with respect to particular jurisdictions. The high-overall-success jurisdiction calls may be given to the high-overall-success agents. Out of those agents, the majority of calls may be preferentially routed to agents having the highest success rates in the particular jurisdiction. Thus, higher opportunity calls are routed to higher proficiency agents.  
       FIG. 2  illustrates an example method  200  for routing calls. At step  202  agent qualifications are determined and stored (e.g., as data records in a memory). At step  204 , an incoming call is received. The incoming call may be from a caller such as a customer. The call may alternatively be from an agent or an automated system. At step  206 , at least one transaction criterion is specified by the caller. In this example, the caller specifies a primary language. At step  210 , the system also species at least one criterion. In this example embodiment, the system determines, at step  208 , that the caller is in a particular jurisdiction. Thus, at step  210 , the system specifies a criterion that an agent be licensed in caller&#39;s jurisdiction. At step  212 , the transaction criteria are aggregated and prioritized. As indicated above, a plurality of criteria may be specified and the criteria may be determined as mandatory, non-mandatory, prioritized, etc. As mentioned previously, the criteria may be specified by the caller, an agent or some other component of the call routing system. At step  214 , one or more agent qualification records are retrieved. At step  216 , the criteria are compared to the qualification records to determine one or more available agents having qualifications meeting the specified criteria. In this embodiment, the determination at step  216  is whether the various agents are licensed in the caller&#39;s jurisdiction. At step  218 , additional comparisons are made to determine whether the licensed agents meet the specified language requirement. At step  220 , the best available agent is determined. For example, this determination may be based on which agent of the licensed and language-qualified agents has the highest ranking (e.g., the highest sales success in the caller&#39;s jurisdiction). At step  222 , the call is routed to the best available agent for handling. At step  224 , the method ends.  
      It should be understood that this method is an example only and may be modified according to any of the alternative configurations and scenarios discussed in connection with  FIG. 1 . Further, the method may be utilized in reverse in order to place calls from agents. For instance, the method may be used to place calls to prospective customers directly from the agents or from the system and to be connected with particular agents.  
       FIG. 3  illustrates another example method  300  for routing calls. At step  302  a first parameter is established. The first parameter may be any parameter associated with conducting a transaction such as a sale of a product. In this example, the first parameter is geographic location. Additional parameters may also be established. Step  304  comprises identifying a plurality of values associated with the first parameter. The value may be a numeric value, an identification, or any other suitable value. In at least certain embodiments, each of the plurality of values is unique compared to each of the other values. In the example, the values are particular geographic locations, such as states.  
      At step  306 , the plurality of values are ranked. The ranking may be accomplished according to any number of methods involving comparing the values. For example, a number may be assigned to each of the values. The numbers may be calculated numeric values, which are calculated according to a predetermined method. The ranking may be accomplished by assigning or determining any type of characteristic for each of the values and then comparing the characteristics. In the example, a success rate is determined for each of the states. The success rate may be a sales success rate for the plurality of agents with respect to each of the given states.  
      At step  308 , an overall rate is determined. The overall rate is associated with the first parameter. In the example, the overall rate is the overall success rate of the plurality of agents in the entire group of states.  
      At step  310 , a first subrate of a first subset of the plurality of agents is determined. The first subrate is associated with a first subset of the plurality of values. In the example, the first subset of agents comprises one agent and the first subset of values comprises one state. The first subrate is determined as the success rate for that particular agent in the particular state. This can be done for each of the agents in each of the states.  
      At step  312 , a call is routed to an agent based on the first subrate. For example, the first subrate may be compared to other similarly calculated subrates and the call may be routed to the agent having the highest subrate. At step  314 , the method ends. As with other embodiments, it should be understood that this method is an example only and modifications consistent with the disclosure are encompassed by the invention.  
      Modifications, additions, or omissions may be made to the method without departing from the scope of the invention. Additionally, steps may be performed in any suitable order without departing from the scope of the invention.  
      Although an embodiment of the invention and its advantages are described in detail, a person skilled in the art could make various alterations, additions, and omissions without departing from the spirit and scope of the present invention as defined by the appended claims.