METHOD FOR VARYING RESOURCES AT A CALL CENTER BASED UPON PREDICTED CALL CENTER VOLUME

METHOD FOR VARYING RESOURCES AT A CALL CENTER BASED UPON PREDICTED CALL CENTER VOLUME

A computer method that is used to control call center volumes for a range of dates. The method involves utilizing previous mailing campaign and call center response data to determine when the mail arrives in the home and when a call center is contacted in response to information in the mail; predict...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: ROJAS JOHN W, TSIPENYUK ALLA, MILLER KENNETH G, NORRIS, JR. JAMES R, WINKELMAN JOHN H
Format: Patent
Sprache:eng
Schlagworte:
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:A computer method that is used to control call center volumes for a range of dates. The method involves utilizing previous mailing campaign and call center response data to determine when the mail arrives in the home and when a call center is contacted in response to information in the mail; predicting the call center volumes based initially on the previous campaign and call center response data and as the mailing campaign and call center responses progresses updating call center predictions based on current mailing campaign data; and determining in home mail volumes needed to control call center volumes.