Patent ID: 7949122

Claim:
A method of determining wait treatment for a customer in a call center comprising: recording information relating to a customer in a communication session with the call center, wherein said recording information relating to a customer in a communication session with the call center comprises recording the number of previous abandons by said customer; evaluating the information relating to a customer in a communication session with the call center; determining a type of wait treatment to use for said customer based on said evaluating the information relating to a customer in a communication session with the call center: and providing the determined type of wait treatment to said customer, evaluating the information relating to a customer in a communication session with the call center further comprising: determining a proclivity of said customer to abandon a session while in wait treatment; and if determining a proclivity of said customer to abandon a session while in wait treatment results in said customer having a high proclivity, then engaging said customer in a contact during said wait treatment so that said customer is less likely to abandon said session.