System and method of determining call treatment of repeat calls
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United States of America Patent
Stats
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Oct 23, 2012
Grant Date -
Mar 4, 2010
app pub date -
Nov 11, 2009
filing date -
May 13, 2005
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call. The method also includes determining whether the repeat call is to receive a first treatment type. The method further includes servicing the repeat call with the first treatment type when the repeat call is determined to receive the first treatment type. The method includes servicing the repeat call with a second treatment type when the repeat call is determined to not receive the first treatment type. The second treatment type includes providing access to a self-service automated system.
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