Method and system for improved routing of repair calls to a call center
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United States of America Patent
Stats
-
Jun 9, 2009
Grant Date -
Jun 10, 2004
app pub date -
Dec 6, 2002
filing date -
Dec 6, 2002
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A method and system are provided for improved routing of repair calls in a call center. A call routing system receives a repair call from a calling party and determines if the calling party is a first time caller or a repeat caller based on identification data associated with the calling party. If it is determined that the calling party is a first time caller, the repair call is routed to a first group of customer service assistants. If it is determined that the calling party is a repeat caller, the repair call is routed to a second group of customer service assistants. The calls may be routed based on an input entered into the system by a calling party. The input may be a voice command or a predetermined key on a telephone keypad.
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