Patent ID: 8588395

Claim:
A method comprising: receiving customer service calls from service subscribers corresponding to a plurality of different divisions of a company; assigning the individual received calls, from said received customer service calls, to call queues based on the reason for the individual calls; storing call disposition information indicating the disposition of customer service calls, said stored call disposition information indicating a reason for each of the customer service calls and an action taken to address the reason for each of the customer service calls; generating a plurality of division reports, different division reports corresponding to different divisions, different divisions corresponding to different geographic service regions, each individual report of said plurality of division reports indicating a ratio of a number of customer service calls of a first type, received during a predetermined time period from service subscriber of the division to which the individual report corresponds, to a predetermined number of service subscribers; automatically determining if a division is encountering a problem by comparing the information included in reports corresponding to different divisions that indicate a number of calls for a first particular reason, above a threshold level, to identify disparities between different divisions with regard to the number of calls for said first particular reason; generating an alert when it is determined that a division is encountering a problem, said generating an alert including providing information on the call reason which triggered the alert; and wherein the call reason is one of a network fault condition, billing error, or faulty service by a company technician.