Method and apparatus for providing result-oriented customer service

Abstract

An automated customer service system which maintains and uses a customer sensitivity profile to contact the customer in a manner, at a time and date, and at a location which are preferred by the customer. This maximizes the likelihood that the customer will be favorably responsive to the contact, whether the contact be to make a sale, to discuss collection of a balance due, or just to obtain current information about the customer. The automated customer service system also maintains and uses a list of available resources, such as an agent qualification profile, in conjunction with the customer sensitivity profile, to automatically assign available resources, such as agents, to the various campaigns. The agent qualification profile identifies any special skills or qualifications that an agent may possess, such as language skills, type of voice, efficiency, and type of call processing skills. The system administrator devises a strategy script based upon the customer sensitivity requirements and the agent qualifications. The strategy script determines which resources, such as agents, meet which requirements, and whether there are adequate resources to handle the requirements of concurrent campaigns. The strategy script also provides for assignment of the resources in accordance with a preplanned priority or procedure in the event that there are not adequate resources available.