Austin Logistics Incorporated

Noble Systems Corporation

Thomas Miller

Daniel Neal Duncan

Alexander N Svoronos

Ezra U Pagel

William D Andrews

An agent's performance is measured using a predictive model calculating an expected probability of success for each outbound communication, such as a call, handled by the agent that has reached the desired ('right') party. An agent's cumulative actual performance value is maintained based on each 'successful' contact, as indicated by a disposition code provided by the agent. A cumulative expected probability value of a &#x201c;successful&#x201d; communication is also maintained based on each call that reaches the right party where the expected probability of a &#x201c;successful&#x201d; call is determined by the predictive model. The agent's performance value can be determined by comparing the cumulative actual performance value with the cumulative expected probability of success value. The agent's performance value can then be compared to the performance value of other agents to identify agents performing above-expectations or below-expectations.

Measuring contact center agent effectiveness using a predictive model

A system and method for updating contact records automates analysis of contact results for one or more contact devices performing a contact campaign in order to select contact records for skip trace updates to contact information with the updated contact information for real time use by the contact devices. For instance, an update engine analyzes contact records returned by dialers to a distribution module to select contact records to skip trace based on rules, such as where a wrong number code is indicated, or cost analysis, such as where the predicted result of an update has a value greater than the cost of obtaining the update. The distribution model provides the updated contact information for real time use by the dialers of the updated contact numbers.

System and method for updating contact records

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.

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Westfield, NJ, United States of America

Thomas Miller