Austin Logistics Incorporated

Alexander N Svoronos

Daniel Neal Duncan

Thomas Miller

A method and system schedules inbound inquiries, such as inbound telephone calls, for response by agents in an order that is based in part on the forecasted outcome of the inbound inquiries. A scheduling module applies inquiry information to a model to forecast the outcome of an inbound inquiry. The forecasted outcome is used to set a priority value for ordering the inquiry. The priority value may be determined by solving a constrained optimization problem that seeks to maximize an objective function, such as maximizing an agent's productivity to produce sales or to minimize inbound call attrition. The inbound call may be placed on a virtual hold or be responded to on a real-time basis based on the inbound inquiry's priority value. A modeling module generates models that forecast inquiry outcomes based on a history and inquiry information. Statistical analysis such as regression analysis determines the model with the outcome related to the nature of the inquiry. Forecasted outcomes are based on the goal of the inbound calls and include factors such as probability an inbound caller will hang up, probability that an inbound caller will alter a business relationship based on hold time, probability that an inbound caller will make a purchase, and the relative probable reward of responding to an inbound call.

Method and system for scheduling inbound inquiries

A method and system schedules inbound inquiries, such as inbound telephone calls, for response by agents in an order that is based in part on the forecasted outcome of the inbound inquiries. A scheduling module applies inquiry information to a model to forecast the outcome of an inbound inquiry. The forecasted outcome is used to set a priority value for ordering the inquiry. The priority value may be determined by solving a constrained optimization problem that seeks to maximize an objective function, such as maximizing an agent's productivity to produce sales or to minimize inbound call attrition. A modeling module generates models that forecast inquiry outcomes based on a history and inquiry information. Statistical analysis such as regression analysis determines the model with the outcome related to the nature of the inquiry. Operator wait time is regulated by forcing low priority and/or highly tolerant inbound inquiries to self service.

Method and system for self-service scheduling of inbound inquiries

A method of optimizing the scheduling of tasks may be used to schedule telephone contact attempts through an automated dialing system (20). The method includes receiving an account data file comprising account information for a plurality of accounts to be processed over a processing period. This processing period is divided into a plurality of contact attempt periods. The method also includes producing for each of the plurality of accounts an action result probability for each contact attempt period. The method also includes producing or determining a priority value for each of the accounts, determining a quantity of contact resources available over the processing period, and determining resource costs for each contact attempt. These quantities or values, along with the action result probability, represent parameters over which the scheduling may be optimized. Once the parameters are determined the method includes producing a contact attempt value for each account and each contact period. The contact attempt value comprises a numerical value representing the relative desirability of attempting to contact the respective account during the respective contact period considering the account's priority value, probability of right party contact, quantity of contact resources available, and the costs of making the contact attempt. After the contact attempt values are assigned to each account and each attempt period, the method includes making contact attempts within each contact attempt period in order of descending contact attempt value. Finally, the method of the invention includes collecting contact attempt history data.

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Austin, TX, United States of America

Alexander N Svoronos