Call processing system

Claim 2

A call processing system that is configured for: receiving an incoming call; estimating an expected lifetime value that is predicted to be derived from a caller associated wit said incoming call; assessing a priority of said incoming call based, at least in part, on said expected lifetime economic value; determining whether to route said incoming call to an automated call processing system based on said assessed priority; and in response to determining to route said incoming call to said automated call processing system, routing said incoming call to said automated call processing system.

Claim 3

The call processing system of claim 1 , wherein said call processing system is further configured for; determining an estimated impact that performing one or more tasks in connection with said incoming call would have on said expected lifetime economic value, wherein: said step of assessing a priority of said incoming call is based, at least in part, on said estimated impact.

Claim 4

A call processing system that is configured for: receiving data related to an in coming call; assigning a priority value to said incoming call based on said data; and using said priority value to determine whether to route said incoming call to a live agent or to an automated call processing system for handling, wherein said call processing system is further configured for: estimating an expected lifetime value that is predicted to be derived from a caller associated with said incoming call; and determining said priority value based, at least in part, on said expected lifetime economic value.

Claim 5

A call processing system that is configured for: receiving data related to an in coming call; assigning a priority value to said incoming call based on said data; and using said priority value to determine whether to route said incoming call to a live agent or to an automated call processing system for handling, wherein said call processing system is further configured for: estimating an expected lifetime value that is predicted to be derived from a caller associated with said incoming call; and determining said priority value based, at least in part, on said expected lifetime economic value.

Claim 6

The system of claim 3 , wherein said call processing system is further configured to: determine the estimated impact that performing one or more tasks in connection with said incoming call would have on said expected lifetime economic value; and determine said priority value based, at least in part, on said estimated impact.

Claim 7

A call processing system that is configured for: receiving data related to an incoming call: assigning a priority value to said incoming call based on said data; and using said priority value to determine whether to route said incoming call to a live agent or to an automated call processing system for handling, wherein said call processing system is further configured for; estimating an expected lifetime value that is predicted to be derived from an account associated with said incoming call; and determining said priority value based, at least in part, on said expected lifetime economic value.

Claim 8

A call processing system that is configured for: receiving data related to an incoming call: assigning a priority value to said incoming call based on said data; and using said priority value to determine whether to route said incoming call to a live agent or to an automated call processing system for handling, wherein said call processing system is further configured for; estimating an expected lifetime value that is predicted to be derived from an account associated with said incoming call; and determining said priority value based, at least in part, on said expected lifetime economic value.

Claim 9

The system of claim 5 , wherein said system is further configured to: determine the estimated impact that performing one or more tasks in connection with said incoming call would have on said expected lifetime economic value; and determine said priority value based, at least in part, on said estimated impact.

Claim 10

A call processing system that is configured for: receiving a call from a customer, said call being related to the cancellation of a first service; determining whether it would be beneficial to attempt to persuade said customer to replace said first service with a particular product or second service; and at least partly in response to determining that it would not be beneficial to attempt to persuade said customer to replace said first service wit a particular product or second service, routing said call to an automated call processing system.

Claim 11

A call processing system that is configured for: receiving a call from a customer, said call being related to the cancellation of a first service; determining whether it would be beneficial to attempt to persuade said customer to replace said first service with a particular product or second service; and at least partly in response to determining that it would not be beneficial to attempt to persuade said customer to replace said first service wit a particular product or second service, routing said call to an automated call processing system.

Claim 12

The system of claim 7 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer to replace said first service with a particular product or second service comprises assessing whether it would be more profitable to have said customer retain said first service than to purchase said particular product or second service.

Claim 13

The system of claim 7 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer to replace said first service with a particular product or second service comprises assessing whether an account associated with said call has been profitable in the past.

Claim 14

The system of claim 7 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer to replace said first service with a particular product or second service comprises estimating the chances of persuading said customer to replace said first service with said particular product or said second service.

Claim 15

A call processing system that is configured for: processing calls from one or more customers related to a debt cancellation contract; and for at least a particular one of said calls, allowing a customer associated with said particular call to cancel said debt cancellation contract, via said particular call, substantially without the assistance of a human operator.

Claim 16

A call processing system that is configured for: processing calls from one or more customers related to a debt cancellation contract; and for at least a particular one of said calls, allowing a customer associated with said particular call to cancel said debt cancellation contract, via said particular call, substantially without the assistance of a human operator.

Claim 17

A call processing system that is configured for: processing calls from one or more customers related to a debt deferment contract; and for at least a particular one of said calls, allowing a customer associated with said particular call to cancel said debt deferment contract, via said particular call, substantially without the assistance of a human operator.

Claim 18

A call processing system that is configured for: processing calls from one or more customers related to a debt deferment contract; and for at least a particular one of said calls, allowing a customer associated with said particular call to cancel said debt deferment contract, via said particular call, substantially without the assistance of a human operator.

Claim 19

A call processing system that is configured for: receiving information related to an incoming call; using said information to determine whether it would be beneficial to have a human representative handle said incoming call; and in response to determining that it would not be beneficial to have a human representative handle said incoming call, routing said call to an automated call processing system, wherein; said incoming call is a first incoming call that is in a queue with at least a second incoming call; said step of determining whether it would be beneficial to have a human representative handle said first incoming call comprises: using at least one statistical model to estimate the expected future profitability of a first caller, said first caner being associated with said first incoming call and said at least one statistical model being based on a plurality of variables; using said at least one statistical model to estimate the expected future profitability of a second caller, said second caller being associated with said second incoming call; and comparing said expected future profitability of said first caller with said expected future profitability of said second caller; at least partially in response to determining that said expected future profitability of said second caner is greater than said expected future profitability of said first caller, determining that it would not be beneficial to have a human representative handle said first incoming call.

Claim 20

A call processing system that is configured for: receiving information related to an incoming call; using said information to determine whether it would be beneficial to have a human representative handle said incoming call; and in response to determining that it would not be beneficial to have a human representative handle said incoming call, routing said call to an automated call processing system, wherein; said incoming call is a first incoming call that is in a queue with at least a second incoming call; said step of determining whether it would be beneficial to have a human representative handle said first incoming call comprises: using at least one statistical model to estimate the expected future profitability of a first caller, said first caner being associated with said first incoming call and said at least one statistical model being based on a plurality of variables; using said at least one statistical model to estimate the expected future profitability of a second caller, said second caller being associated with said second incoming call; and comparing said expected future profitability of said first caller with said expected future profitability of said second caller; at least partially in response to determining that said expected future profitability of said second caner is greater than said expected future profitability of said first caller, determining that it would not be beneficial to have a human representative handle said first incoming call.

Claim 21

The system of claim 13 , wherein: said step of determining whether it would be beneficial to have a human representative handle said first incoming call comprises: assessing human resources available to handle calls in said queue of calls; at least partially in response to determining that insufficient human resources exist to handle both said first incoming call and said second incoming call according to predetermined service criteria, determining that it would not be beneficial to have a human representative handle said first incoming call.

Claim 22

A call processing system that is configured for: assessing the importance of an incoming call, said incoming call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said call processing system is configured for: calculating an estimated value of future profits to be generated from said particular customer if an agent performs said one or more particular tasks successfully in regard to said incoming call; and determining said importance of said incoming call based, at least in part, on said estimated value of future profits.

Claim 23

A call processing system that is configured for: assessing the importance of an incoming call, said incoming call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said call processing system is configured for: calculating an estimated value of future profits to be generated from said particular customer if an agent performs said one or more particular tasks successfully in regard to said incoming call; and determining said importance of said incoming call based, at least in part, on said estimated value of future profits.

Claim 24

The system of claim 15 , wherein said call processing system is configured for: determining an estimated probability that said one or more particular tasks will be successfully performed by an agent; and determining said importance of said incoming call based, at least in part, on said estimated probability.

Claim 25

A call processing system that is configured for: assessing the importance of an incoming call, said call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and wherein said call processing system is configured for: determining the estimated probability that said one or more particular tasks will be successfully performed by an agent; and determining said importance of said incoming call based, at least in part, on said estimated probability.

Claim 26

A call processing system that is configured for: assessing the importance of an incoming call, said call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and wherein said call processing system is configured for: determining the estimated probability that said one or more particular tasks will be successfully performed by an agent; and determining said importance of said incoming call based, at least in part, on said estimated probability.

Claim 27

The system of claim 17 , wherein said call processing system is configured for: assessing the availability of said particular group of agents; and routing said incoming call to a particular group of agents based at least in part on said assessed availability of said particular group of agents.

Claim 28

A call processing system that is configured for: assessing the importance of an incoming call, said incoming call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said one or more particular tasks comprises persuading one or more customers not to cancel a service.

Claim 29

A call processing system that is configured for: assessing the importance of an incoming call, said incoming call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said one or more particular tasks comprises persuading one or more customers not to cancel a service.

Claim 30

A call processing system that is configured for: assessing the importance of an incoming call, said call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said one or more particular tasks comprises persuading one or more customers to purchase an insurance policy.

Claim 31

A call processing system that is configured for: assessing the importance of an incoming call, said call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said one or more particular tasks comprises persuading one or more customers to purchase an insurance policy.

Claim 32

A call processing system that is configured for: assessing the importance of an incoming call, said incoming call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said one or more particular tasks comprises persuading one or more customers to purchase a debt protection contract.

Claim 33

A call processing system that is configured for: assessing the importance of an incoming call, said incoming call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said one or more particular tasks comprises persuading one or more customers to purchase a debt protection contract.

Claim 34

A call processing system that is configured for: assessing the importance of an incoming call, said incoming call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said one or more particular tasks comprises persuading one or more customers to purchase an alternative service or product.

Claim 35

A call processing system that is configured for: assessing the importance of an incoming call, said incoming call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said one or more particular tasks comprises persuading one or more customers to purchase an alternative service or product.

Claim 36

A call processing system that is configured for: assessing the importance of an incoming call, said incoming call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, said one or more particular tasks comprises persuading one or more customers to purchase an alternative service or product; said one or more particular tasks comprises persuading one or more customers to retain a service or product; and said system is configured to assess said particular agent's past performance in persuading customers to retain or purchase a product or service based on said particular agent's sold revenue value for one of more days in the past.

Claim 37

A call processing system that is configured for: assessing the importance of an incoming call, said incoming call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, said one or more particular tasks comprises persuading one or more customers to purchase an alternative service or product; said one or more particular tasks comprises persuading one or more customers to retain a service or product; and said system is configured to assess said particular agent's past performance in persuading customers to retain or purchase a product or service based on said particular agent's sold revenue value for one of more days in the past.

Claim 38

A call processing system that is configured for: assessing the importance of an incoming call, said call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said one or more particular tasks comprises persuading one or more customers to retain a service or product.

Claim 39

A call processing system that is configured for: assessing the importance of an incoming call, said call being made by a particular customer; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's past performance in completing one or more particular tasks, and said one or more particular tasks comprises persuading one or more customers to retain a service or product.

Claim 40

The call processing system of claim 24 , wherein said system is configured for measuring said particular agent's past performance in persuading customers to retain a product or service based on data comprising the length of time that one or more customers retained a product or service after speaking with said particular agent in the past.

Claim 41

The call processing system of claim 24 , wherein said system is configured for measuring said particular agent's past performance in persuading customers to retain a product or service based on said particular agent's call save rate for one or more days in the past.

Claim 42

The call processing system of claim 24 , wherein said system is configured for measuring said particular agent's performance for persuading customers to retain a product or service based on said particular agent's saved revenue value for one or more days in the past.

Claim 43

A call processing system that is configured for: assessing the importance of an incoming call; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein at least one particular agent within said group of agents has been assigned to said group of agents based, at least in part, on said particular agent's saved revenue rate performance.

Claim 44

A call processing system that is configured for: assessing the importance of an incoming call; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein at least one particular agent within said group of agents has been assigned to said group of agents based, at least in part, on said particular agent's saved revenue rate performance.

Claim 49

The method of claim 30 , wherein said particular call is an incoming call.

Claim 50

The method of claim 30 , wherein said particular call is an outbound call.

Claim 51

The method of claim 30 , further comprising routing said call to said group of “lowest performing agents” in response to determining that said call is a relatively low-value call.

Claim 52

The method of claim 30 , wherein said one or more tasks comprises persuading a customer not to cancel a service.

Claim 53

The method of claim 30 , wherein said one or more tasks comprises persuading a customer to purchase a product or service.

Claim 60

The meted of claim 38 , further comprising: (G) in response to determining that said first agent is not available to handle said first call, routing said first call to said second agent for handling.

Claim 61

The method of claim 38 , further comprising: (G) determining whether routing said first call to said first agent for handling would satisfy a pre-determined average speed of answer requirement; and (H) said step of routing said first call to said first agent for handling is executed at least in part in response to determining that routing said first call to said first agent for handling would satisfy said pre-determined average speed of answer requirement.

Claim 62

The method of claim 40 , further comprising: (I) in response to determining that routing said first call to said first agent for handling would not satisfy said pre-determined average speed of answer requirement, routing said first call to said second agent for handling.

Claim 63

The method of claim 38 , farther comprising: (G) determining whether routing said first call to said first agent for handling would satisfy a pre-determined service level requirement; and (H) said step of routing said first call to said first agent for handling is executed at least in pan in response to determining that routing said first call to said first agent for handling would satisfy a pre-determined service level requirement.

Claim 64

The method of claim 42 , further comprising: (I) in response to determining that routing said first call to said first agent for handling would not satisfy said pre-determined service level requirement, routing said first call to said second agent for handling.

Claim 65

The method of claim 38 , further comprising: (G) determining an estimated effect that routing said first call to said first agent would have on said first agent's ability to complete one or more tasks in regard to said first call; and (H) said step of routing said first call to said first agent for handling is executed at least in part in response to said determined estimated effect.

Claim 66

A call processing system that is configured for: receiving a call from a customer, said call being related to the purchase of a product or service or potential purchase of a product or service; determining whether it would be beneficial to attempt to persuade said customer to purchase said product or service; and in response to determining that it would not be beneficial to attempt to persuade said customer to purchase said product or service, routing said call to an automated call processing system.

Claim 67

A call processing system that is configured for: receiving a call from a customer, said call being related to the purchase of a product or service or potential purchase of a product or service; determining whether it would be beneficial to attempt to persuade said customer to purchase said product or service; and in response to determining that it would not be beneficial to attempt to persuade said customer to purchase said product or service, routing said call to an automated call processing system.

Claim 68

The system of claim 45 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer to purchase said product or service comprises assessing the profitability associated with having said customer purchase said product or service.

Claim 69

The system of claim 45 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer to purchase said product or service comprises assessing the probability that said customer will purchase said product or service.

Claim 70

The system of claim 45 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer to purchase said product or service comprises assessing: (1) the probability that said customer will purchase said product or service; and (2) the profitability associated with having said customer purchase said product or service.