System And Method For Determining Customer Hold Times

Abstract

A system and method for determining customer hold times is provided. A database of caller profiles is maintained. A call from a caller is received into a call center and assigned to an agent. A delay during which the caller is to be placed on hold is identified. A hold time for the delay is determined based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.

What is claimed is: 
     
         1 . A system for determining customer hold times, comprising:
 a database to maintain caller profiles;   a call receipt module to receive from a caller, a call into a call center;   a call assignment module to assign the call to an agent;   an identification module to identify a delay during which the caller is to be placed on hold; and   a determination module to determine a hold time for the delay based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.   
     
     
         2 . A system according to  claim 1 , wherein each caller profile comprises at least one of a last hold time, personal prompt, options selections, modifications by the caller, address, contact information, reason for the call, and credit card data. 
     
     
         3 . A system according to  claim 1 , further comprising:
 an option module to provide caller options that enable the caller to navigate to a specific topic.   
     
     
         4 . A system according to  claim 3 , further comprising:
 an attribute module to obtain caller attributes associated with the caller;   an evaluation module to evaluate the obtained caller attributes; and   the option module to provide the caller options based on the evaluated caller attributes.   
     
     
         5 . A system according to  claim 1 , further comprising:
 a profile module to access the caller profile associated with the caller; and   a display to display the caller profile to the agent.   
     
     
         6 . A system according to  claim 1 , further comprising:
 a content module to play content to the caller during the delay.   
     
     
         7 . A system according to  claim 6 , wherein the content is customized to at least one of the caller and a situation surrounding the call. 
     
     
         8 . A system according to  claim 1 , further comprising:
 a process module to perform at least one of in-progress call processing and post-call processing, comprising:
 a speech identification module to identify speech utterances in the call; 
 a speech analysis module to analyze the speech utterances; and 
 a data storage to stor a record of the call. 
   
     
     
         9 . A system according to  claim 1 , further comprising:
 a presentation module to display multiple call sessions for the agent.   
     
     
         10 . A system according to  claim 1 , wherein the delay is due to at least one of agent unavailability and call volume. 
     
     
         11 . A method for determining customer hold times, comprising:
 maintaining a database of caller profiles;   receiving from a caller, a call into a call center;   assigning the call to an agent;   identifying a delay during which the caller is to be placed on hold; and   determining a hold time for the delay based on a length of a hold queue, a level of busyness of the agent and the caller profile associated with the caller.   
     
     
         12 . A method according to  claim 11 , wherein each caller profile comprises at least one of a last hold time, personal prompt, options selections, modifications by the caller, address, contact information, reason for the call, and credit card data. 
     
     
         13 . A method according to  claim 11 , further comprising:
 upon receipt of the call, providing caller options that enable the caller to navigate to a specific topic.   
     
     
         14 . A method according to  claim 13 , further comprising:
 obtaining caller attributes associated with the caller;   evaluating the obtained caller attributes; and   providing the caller options based on the evaluated caller attributes.   
     
     
         15 . A method according to  claim 11 , further comprising:
 accessing the caller profile associated with the caller; and   displaying the caller profile to the agent.   
     
     
         16 . A method according to  claim 11 , further comprising:
 playing content to the caller during the delay.   
     
     
         17 . A method according to  claim 16 , wherein the content is customized to at least one of the caller and a situation surrounding the call. 
     
     
         18 . A method according to  claim 11 , further comprising:
 performing at least one of in-progress call processing and post-call processing, comprising:
 identifying speech utterances in the call; 
 analyzing the speech utterances; and 
 storing a record of the call in a database. 
   
     
     
         19 . A method according to  claim 11 , further comprising:
 displaying multiple call sessions for the agent.   
     
     
         20 . A method according to  claim 11 , wherein the delay is due to at least one of agent unavailability and call volume.