System and method for managing routing of customer calls to agents
摘要
說明書
In another embodiment of steps 212 and 214, the first call queue assignment is a first call queue for connection to an agent from a first pool of call center agents. The second call queue assignment is a second call queue for connection to an agent from a second pool of call center agents.
In various embodiments, the agents to which customers are routed at steps 212 and 214 are associated with a sponsoring organization that sells or supplies products with the assistance of the call center. In an embodiment, the organization generates sales of one or more product through advertisements that give a phone number to potential or prospective customers, and the potential customers call into the call center using this phone number. In embodiments of step 210 in which the first value group includes customers having modeled lifetime values that are higher than modeled lifetime values of customers in the second value group, steps 212 and 214 prioritize call center resources to pursue sale of offered product(s) to the higher-value group of customers.
