Patent ID: 7970118

Claim:
A method for determining to which call center a customer call preferably should be routed, comprising: receiving ACD data for a plurality of call centers; receiving non-ACD data, wherein the non-ACD data comprises at least cost data; receiving a routing request for a customer call from a call routing system; choosing a target call center from the plurality of call centers, wherein choosing is a function of a priority score of the target call center based on both the ACD data and the non-ACD data; computing a priority score for each call center of the plurality of call centers, wherein computing a priority score for each call center comprises: multiplying a normalized factor weighting score, for both ACD data and non-ACD data, with a corresponding normalized factor; selecting the call center with the highest priority score; wherein the normalized factor comprises Call Volume Tracking; and wherein the normalized factor of Call Volume Tracking is calculated by the following equation: NCVT = [ ( NC / FNC ) ( DE / DM ) ] × 100 where NCVT represents the normalized call volume tracking result; NO represents the actual number of calls handled by the vendor in the month; FNC represents the forecasted number of calls to be handled by the vendor in the month; DE represents the number of days in the month that have elapsed; and DM represents the number of days in the month. sending a routing response to the call routing system indicating the target call center.