Automated survey control routine in a call center environment
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United States of America Patent
Stats
-
Aug 24, 1999
Grant Date -
N/A
app pub date -
Feb 17, 1998
filing date -
Feb 17, 1998
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A call center is adapted to select calls on a preprogrammed basis for possible participation in a survey. Selected calls are transferred to an interrogation point, which may be by Interactive Voice Response, where the callers are asked if they will participate. For those callers who do not wish to participate, the calls are routed by normal routing rules. For those callers who do wish to participate, the calls are transferred according to survey routing rules, and after transaction with an agent, to a survey point where the survey is conducted. In one embodiment callers who indicate a willingness to participate, but hang up before being transferred to a survey point, are automatically called back, and then, if willing, transferred to the survey point.
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Family
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Cited Art Landscape
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