U.S. patent application number 13/302989 was filed with the patent office on 2012-03-15 for providing work, training, and incentives to company representatives in contact handling systems.
This patent application is currently assigned to INCONTACT, INC.. Invention is credited to Joseph Allan Dean, Paul Jarman, James Andrew Judkins, Brian Douglas Minert.
Application Number | 20120066016 13/302989 |
Document ID | / |
Family ID | 40509430 |
Filed Date | 2012-03-15 |
United States Patent
Application |
20120066016 |
Kind Code |
A1 |
Minert; Brian Douglas ; et
al. |
March 15, 2012 |
PROVIDING WORK, TRAINING, AND INCENTIVES TO COMPANY REPRESENTATIVES
IN CONTACT HANDLING SYSTEMS
Abstract
Several of the embodiments disclosed herein relate to accessing
and tracking real-time data concerning company representative
performance, proficiency, training, scheduling, current work flow,
and estimated work flow. Moreover, many of the improvements in
contact handling systems disclosed herein automatically provide
training, work, and incentives to company representatives to
improve performance, proficiency, efficiency, effectiveness,
automate scheduling, and automated work flow. Thus, as a result of
the teachings disclosed herein, customer satisfaction, employee
satisfaction, and revenue may be improved in the contact handling
industry.
Inventors: |
Minert; Brian Douglas;
(Orem, UT) ; Jarman; Paul; (Salt Lake City,
UT) ; Judkins; James Andrew; (Centerville, UT)
; Dean; Joseph Allan; (Crofton, MD) |
Assignee: |
INCONTACT, INC.
Midvale
UT
|
Family ID: |
40509430 |
Appl. No.: |
13/302989 |
Filed: |
November 22, 2011 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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11869615 |
Oct 9, 2007 |
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13302989 |
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60977002 |
Oct 2, 2007 |
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Current U.S.
Class: |
705/7.13 |
Current CPC
Class: |
G06Q 30/0241 20130101;
G06Q 10/0639 20130101; H04M 3/5175 20130101; H04M 2203/403
20130101; G06Q 10/06398 20130101; G06Q 10/063112 20130101; G06Q
10/06312 20130101; G06Q 10/06311 20130101 |
Class at
Publication: |
705/7.13 |
International
Class: |
G06Q 10/10 20120101
G06Q010/10 |
Claims
1. A method for controlling the relative rate of training
completion and work completion in a contact handling system, the
method comprising the following acts: receiving an electronic input
specifying a target customer responsiveness score, the target
customer responsiveness score affecting a relative priority level
between work completion and training completion; and automatically
assigning training and work to a plurality of company
representatives, wherein an amount of training assigned is
automatically modified until the specified target customer
responsiveness score is met.
2. A method according to claim 1, further comprising providing the
training to the company representatives as assigned.
3. A method according to claim 1, further comprising canceling the
assigned training when the target customer responsiveness score is
not met.
4. A method according to claim 3, wherein the target customer
responsiveness score is not met when an average time spent by work
in a queue exceeds a worst-allowable customer responsiveness
score.
5. A method according to claim 1, further comprising routing work
to the company representatives until the target customer
responsiveness score is met.
6. A method according to claim 5, wherein the work includes
incoming and/or outgoing communication media to be serviced by the
company representatives.
7. A method according to claim 1, wherein the target customer
responsiveness score is associated with an average response time
requirement, including a length of work in a work queue, wherein
the work queue length is associated with an average time on-hold
for communication media in the queue.
8. A method according to claim 7, wherein target customer
responsiveness score is selectable by the user such that the
average time on-hold for calls may be varied between a
best-allowable customer responsiveness score and a worst-allowable
customer responsiveness score.
9. A method according to claim 1, wherein training is delivered
only when the target customer responsiveness score is met.
10. A method according to claim 1, further comprising cancelling
scheduled training when the target customer responsiveness score is
not met.
11. A method according to claim 1, further comprising cancelling a
delivered training session when the target customer responsiveness
score is not met.
12. A method according to claim 1, wherein the work and the
training is provided to the company representatives at home.
13. A method according to claim 1, wherein the target customer
responsiveness score is received in response to an event that
causes a need for training, wherein the event includes a real-life
disaster, a change in agreement terms, a new client to be serviced,
release of a new product, new customers, and/or new problems
encountered by customers.
14. A method according to claim 1, further comprising limiting a
range of selectable target customer responsiveness scores.
15. A method according to claim 15, further comprising receiving
administrator authentication, wherein upon receiving the
administrator authentication, receiving an input defining a best
allowable and worst allowable customer responsiveness score,
wherein the target customer responsiveness score is restricted by
the best allowable and worst allowable customer responsiveness
scores.
16. A method according to claim 1, wherein work completion results
in changed proficiencies assigned to each company representative,
wherein the changed proficiencies immediately affect the categories
of work assignable to the company representatives.
17. A method according to claim 1, wherein the amount of training
relates to a number of training sessions assigned to company
representatives.
18. A method for controlling completion of training and work by
teams of company representatives, comprising: performing the method
of claim 1 for a first team of company representatives, wherein a
first target customer responsiveness score is received and the
first target customer responsiveness score is associated with the
first team of company representatives; performing the method of
claim 1 for a second team of company representatives, wherein a
second target customer responsiveness score is received and the
second target customer responsiveness score is associated with the
second team of company representatives.
19. A method according to claim 18, wherein the first team is
associated with a first category of work and the second team is
associated with a second category of work.
20. A method according to claim 19, wherein each category of work
is associated with a set of proficiencies, wherein the set of
proficiencies associated with the first category of work is
different than the set of proficiencies associated with the second
category of work.
21. A method according to claim 20, wherein upon completion of the
training, additional work is assignable to each member of the teams
of company representatives.
22. A method according to claim 18, wherein the first team is
associated with servicing customers in a first geographic location
and the second team is associated with servicing customers located
in a second geographic location, wherein the second geographic
location is a different geographic location than the first
geographic location.
23. A computer-readable media having computer-executable
instructions for performing the acts of claim 1.
24. A graphical interface enabling a user to control completion of
training and work by company representatives, the graphical
interface comprising: a first display element configured to provide
a visual representation of a best-allowed customer responsiveness
score; a second display element configured to provide a visual
representation of a worst-allowed customer responsiveness score; a
third display element configured to provide a visual representation
of a current customer responsiveness score; and a first graphical
input element configured to allow a user to specify the target
customer responsiveness score, the target customer responsiveness
score being a selectable relative level of priority between work
completion and training completion.
25. A graphical interface according to claim 24, the graphical
interface comprising: a second graphical input element configured
to allow a user to specify the best-allowed customer responsiveness
score; a third graphical input element configured to allow a user
to specify the worst-allowed customer responsiveness score; and a
fourth graphical input element configured to allow a user to
specify training and company representatives to which the training
is to be delivered. a third display element listing information
identifying the company representatives and listing a status for
each of the company representatives.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation of U.S. patent
application Ser. No. 11/869,615 filed on Oct. 9, 2007, which claims
priority to U.S. Provisional Patent Application No. 60/977,002
filed on Oct. 2, 2007, the contents of both applications are hereby
incorporated herein by reference in their entirety.
BACKGROUND
[0002] Contact handling systems provide contact between people. For
example, the people can include employees, supervisors,
administrators, and customers. In contact handling systems where
company representatives interact with customers, the qualification
of a company representative to perform different types of work,
such as answering questions regarding various topics, is often
limited by the proficiencies of the company representatives. To
attain new proficiencies in the form of knowledge and skills, the
company representatives must receive training. Moreover, in many
instances, there needs to be a qualification, such as a test,
following the training so as to insure that the company
representative has attained the knowledge and skills associated
with the new proficiency.
[0003] In conventional contact handling systems, the scheduling of
training has not been successfully controlled such that the company
representatives receive training as soon as the need for training
arises. Moreover, scheduling of training has historically ignored
real-time information regarding parameters, such as workload
requirements, workforce capacity, proficiencies of company
representatives, and up-to-date changes to such parameters. Thus, a
company representative may often remain idle, or below peak
efficiency, at the expense of customer and coworker satisfaction
because the company representative does not have the required
proficiency, and because the conventional contact handling systems
are not capable of providing the necessary training as soon as the
need for the proficiency arose.
[0004] Finally, conventional contact handling systems have directed
efforts toward performing work, often in the form of servicing
incoming customer calls. However, such conventional contact
handling systems have not associated training with incentives
received upon completion, such that employee morale is improved by
the completion of the training. Rather, such training completion
has often been seen by employees as an unappreciated requirement of
an employer, where the benefits to the employer for completing such
training are seldom recognized. Such lack of incentive for training
completion often results in poor customer service, high employee
stress levels, and frequent employee turnover.
[0005] The contact handling market has grown over recent years.
However, there remains a need in the industry for increased
customer satisfaction, increased employee satisfaction, increased
efficiency and effectiveness, and/or reduced costs.
BRIEF SUMMARY OF SEVERAL EXAMPLE EMBODIMENTS
[0006] A method for assigning work to one or more company
representatives is disclosed. The method includes assigning a
proficiency associated with a training session to the company
representative as soon as the training session is completed by a
company representative. The method further includes associating the
proficiency with increased work capability as soon as the
proficiency associated with the training session is assigned to the
company representative. The method further includes assigning work
associated with the proficiency to the company representative.
[0007] A method for delivering training to company representatives
is disclosed. The method includes electronically receiving
information identifying a company representative in need of
training. The method further includes electronically receiving
information defining a time parameter for completion of the
training. The method further includes automatically scheduling a
training session based on one or more parameters. The parameters
can include a work schedule for the company representative, a
number of company representatives currently on-shift, scheduled
company representative capacity during a time frame, current work
requirements, where work requirements is defined by an expected
amount or rate of communication media, expected work requirements,
the time parameter, and/or a customer responsiveness score. The
method further includes automatically providing the training
session to the company representative as scheduled.
[0008] An automated customer service and training management system
is disclosed. The system includes a communication media interface
configured to receive communication media, each communication
medium being associated with a category. The system further
includes a queue device configured to place the communication media
on-hold until the communication media are routed to a company
representative. The system further includes a communication media
routing interface configured to route each communication medium to
one of multiple company representatives. The system further
includes a processor having access to computer executable
instructions that when executed cause the processor to compare
parameters. The parameters can include at least a work schedule for
a company representative in need of training, scheduled company
representative call service capacity, expected amount or rate of
communication media, a training time parameter, and/or a customer
responsiveness score associated with a maximum time in the queue
for each communication medium. The system can further include the
computer executable instructions being configured to cause the data
processor to automatically schedule the training for the company
representative based on a result of the comparison.
[0009] A method for controlling the relative rate of training
completion and work completion in a contact handling system is
disclosed. The method includes receiving an electronic input
specifying a target customer responsiveness score, the target
customer responsiveness score affecting a relative priority level
between work completion and training completion. The method further
includes automatically assigning training and work to a plurality
of company representatives, wherein an amount of training assigned
is automatically modified until the specified target customer
responsiveness score is met.
[0010] A graphical interface is disclosed. The graphical interface
enables a user to control completion of training and work by
company representatives. The graphical interface includes a first
display element configured to provide a visual representation of a
best-allowed customer responsiveness score. The graphical interface
further includes a second display element configured to provide a
visual representation of a worst-allowed customer responsiveness
score. The graphical interface further includes a third display
element configured to provide a visual representation of a current
customer responsiveness score. The graphical interface further
includes a first graphical input element configured to allow a user
to specify the target customer responsiveness score, the target
customer responsiveness score being a selectable relative level of
priority between work completion and training completion.
[0011] A method for providing training to company representatives
is disclosed. The method includes identifying a plurality of
company representatives, where each company representative is in
need of multiple proficiencies associated with multiple
corresponding training sessions. The method further includes
providing one of the training sessions to each of the company
representatives during a first training set, wherein at least two
of the company representatives receive different training sessions.
The method further includes providing each additional training
session to each of the company representatives during one or more
additional training sets until all of the company representatives
have completed all of the training sessions. The method further
includes assigning work associated with the proficiencies provided
by each training session to the company representatives as soon as
the company representatives complete the training session.
[0012] A system for managing work and training of company
representatives is disclosed. The system includes an interface
configured to provide communication with customers. The system
further includes an interface configured to provide communication
with company representatives. The system further includes an
interface configured to provide access to a database. The system
further includes an input device configured to receive input from a
user. The system further includes circuitry configured to
automatically schedule multiple training sessions to a plurality of
company representatives, wherein the circuitry is configured to
statistically distribute the scheduling of training sessions across
the plurality of company representatives.
[0013] A method for determining an incentive for a company
representative is disclosed. The method includes receiving
information describing a training session result criteria. The
training session result criteria includes a timeliness criteria and
a test score criteria. The method further includes electronically
receiving a result of the training session. The result of the
training session includes a score on a test and a time of
completion. The method further includes comparing the result of the
training session to the training session result criteria, including
comparing the training session result criteria to the score on the
test, and including comparing the timeliness criteria to the time
of completion. The method further includes selectively providing an
incentive to the company representative based on a result of the
comparison between the result of the training session and the
training session result criteria.
[0014] A graphical interface is disclosed. The graphical interface
enables a user to control training based incentives. The graphical
includes a first graphical input element configured to allow a user
to define a training success criteria. The graphical interface
further includes a second graphical input element configured to
allow a user to assign training to a company representative. The
graphical interface further includes a first display element
configured to graphically display information describing training
being completed. The graphical interface further includes a second
display element configured to graphically display an amount of work
in a queue. The graphical interface further includes a third
display element configured to graphically display information
describing work being completed by the company representative.
[0015] These and other aspects of the present invention will become
more fully apparent from the following description and appended
claims.
BRIEF DESCRIPTION OF THE DRAWINGS
[0016] To further clarify various aspects of embodiments of the
present invention, a more particular description will be rendered
by reference to specific embodiments which are illustrated in the
appended drawings. It is appreciated that these drawings depict
only examples of embodiments of the invention and are therefore not
to be considered limiting of its scope. Embodiments of the
invention will be described and explained with additional
specificity and detail through the use of the accompanying drawings
in which:
[0017] FIG. 1 discloses an example of a contact handling
system;
[0018] FIG. 2A discloses another example of a contact handling
system;
[0019] FIG. 2B is a visual representation of a work queue;
[0020] FIG. 2C discloses an example of a data structure listing
company representative proficiencies and status;
[0021] FIG. 3 discloses an example of a suitable computing
environment in which several embodiments may be implemented;
[0022] FIG. 4 discloses an example of a method for assigning work
and training to company representatives;
[0023] FIG. 5 discloses an example of a method for providing
training to company representatives;
[0024] FIG. 6 discloses an example of a method for controlling
assignment of training and assignment of work to a company
representative;
[0025] FIG. 7 discloses an example of a method for controlling
training completion and work completion by company
representatives;
[0026] FIG. 8 discloses an example of a graphical interface
enabling a user to control completion of training and work by
company representatives;
[0027] FIG. 9 discloses an example of a method for managing work
and training for company representatives;
[0028] FIG. 10 depicts a chart disclosing an example of a method
for managing work and training for company representatives;
[0029] FIG. 11 depicts a chart disclosing an example of a method
for managing work and training for company representatives;
[0030] FIG. 12 discloses a method for determining incentives for a
company representative;
[0031] FIG. 13 illustrates an example of a first supervisor
graphical interface enabling a supervisor to monitor and control
real-time delivery of work and training to company
representatives;
[0032] FIG. 14 illustrates an example of a second supervisor
graphical interface providing real-time information to a supervisor
comparing a team of company representatives to other company
representatives;
[0033] FIG. 15 illustrates an example of a first company
representative graphical interface; and
[0034] FIG. 16 illustrates an example of a second company
representative graphical interface.
DETAILED DESCRIPTION OF SEVERAL EMBODIMENTS
[0035] Many of the improvements in contact handling systems which
may result from the teachings disclosed herein relate to accessing
and tracking real-time data concerning company representative
performance, proficiency, training, scheduling, current work flow,
and estimated work flow. Moreover, many of the improvements in
contact handling systems disclosed herein relate to automatically
improving company representative performance proficiency, training,
incentives, scheduling, and work flow. Thus, as a result of the
teachings disclosed herein, customer satisfaction, employee
satisfaction, and revenue may be improved in the contact handling
industry. While employment of the teachings herein may produce
particular benefits in the contact handling industry, such
teachings may produce similar benefits in other industries as well,
and therefore, are not limited to the contact handling industry.
Moreover, as used herein the term company representative includes
call center agents, sales team agents, support employees, employees
of a business, or agents hired to represent a business.
I. Examples of Contact Handling Systems
[0036] Referring to FIG. 1, a contact handling system 50 is
disclosed. In this embodiment, the contact handling system 50
includes a work and training management system 100. The work and
training management system receives work 130 from one or more
locations. The work and training management system 100 assigns the
work 130 to one of several company representatives 105A-N. The work
is assigned to the one of several company representatives 105A-N
based on company representative parameters that may include
proficiency, status, customer satisfaction, schedule, current
workload, anticipated workload, and/or any other parameter defining
availability and ability of the company representatives 105A-N.
[0037] In this example, the work and training management system 100
also includes training sessions 110. The training sessions 110 may
be administered in the form of lessons, tests, text, video, audio,
interactive training software, and other training session modules
which may be electronically provided to the company representatives
105A-N so that the company representatives 105A-N can achieve
additional proficiencies upon completion of the training sessions
110. The training sessions 110 may also be provided in a classroom,
where the company representatives 105A-N are automatically
scheduled for the classroom training and receive an automated
electronic notification informing the company representatives
105A-N about the training.
[0038] The work and training management system 100 also includes a
work queue 115. The work queue 115 retains an amount of work to be
performed by the company representatives 105A-N. As the work queue
115 becomes longer with more work in the work queue 115 to be
performed, the work and training management system 100 can assign
less training sessions 110 to the company representatives 105A-N
and assign more work to the company representatives 105A-N.
However, the training sessions 110 and/or work in the work queue
115 may also be assigned a priority and the work and training
management system 100 can analyze the priority of the work and
training to modify the assignment of work from the work queue 115
and training sessions 110 to the company representatives
105A-N.
[0039] The work and training management system 100 can receive
input from a user 120. The input from the user 120 can specify a
priority for work and training. For example, the input from the
user 120 can be in the form of an electronic input that specifies
training sessions 110 need to be completed by one or more of the
company representatives 105A-N. The input from the user 120 can
specify company representatives 105A-N to receive the training
sessions 110. The user 120 input can also specify a time parameter
for completion of the training sessions 110.
[0040] The work and training management system 100 can provide
notification to the company representatives 105A-N assigned the
training sessions 110. The notification can also include a
description of the training session 110 to be completed and a time
parameter for completion of the training session 110.
[0041] A result of the training sessions completed by the company
representatives 105A-N can be output to an electronic device 125.
For example, the electronic device 125 can be a display, printer,
handheld device, memory, modem, router, data processor, video card,
circuitry, and/or other electronic device. The result can include
an electronic signal that causes information describing the
completion of training sessions 110 and newly acquired
proficiencies to be visually displayed. Once a new proficiency has
been assigned to the company representatives 105A-N, work 130 that
correspond to the newly acquired proficiency can be immediately and
automatically provided to the company representatives 105A-N from
the work queue 115.
[0042] Referring to FIGS. 2A, 2B, and 2C, aspects of another
contact handling system 55 are disclosed. The contact handling
system 55 includes a work and training management system 200, a
plurality of company representatives 205A-N, a database 210 for
storage of data, such as company representative proficiencies,
status, and descriptive information. A user 215 provides user input
to the work and training management system 200, work 220 in the
form of communication media, which as used herein includes customer
telephone call, voice recording, email, facsimile, instant
messenger text, or chat session. The contact handling system
further includes an interactive voice response (IVR) server 225,
and an electronic device 230 for storing and/or outputting
information for review by the user 215.
[0043] Each of the company representatives 205A-N can be accessed
by a work station, such as a conventional desktop or laptop
computer, special purpose computer, or ahandheld device, where the
work 220 is serviced by the company representatives 205A-N. The
company representatives 205A-N can be located local to the work and
training management system 200, for example across a local area
network (LAN), or the company representatives can be located
remotely from the work and training management system 200, for
example across a wide area network (WAN). The WAN can include
various private and/or public network links, including the
Internet. For example, the company representatives may be at home
remotely accessing training 235 and work 220 from a work queue 240.
Thus, the company representatives 205A-N may be located in the same
building, or anywhere in the world, such that electronic
communication between the work and training management system 200
and the company representatives 205A-N is effected via electronic
signals, such as telephone, facsimile, email, voice over IP (VoIP),
software, electronic display image capture, or by other means for
electronic signal communication.
[0044] The IVR server 225 can store and provide scripts to the work
and training management system 200 to solicit responses from a
caller, for example, to determine a requested type of service and
what proficiencies are required for answering the questions of the
caller. The IVR server 225 can also provide scripts to solicit
responses from the caller relating to a requested type of service,
for example soliciting feedback in response to a customer survey,
or otherwise solicit a rating or evaluation of a company
representative.
[0045] The work and training management system 200 includes an
interface 245 for receiving the work 220, the work 220 being
associated with a work category A-N. The work, when in the form of
customer calls, may be categorized by responses provided by a
caller to an automated menu in response to scripts provided by the
IVR, for example. The work categories A-N may each be associated
with a different company representative proficiency Prof A-N. Thus,
the work categories A, B, and C may be compared to proficiencies of
the various company representatives 205A-N so that the work 220 is
provided to one of the company representatives 205A-N based on a
result of the comparison between the associated work category A-N
and the proficiencies of the company representatives 205A-N.
[0046] The work and training management system 200 further includes
the work queue 240. In the case where the work 220 includes
incoming and/or outgoing customer service contacts, the work queue
240 can include, or be associated with, a device and/or software
for placing the contacts on-hold until the contacts may be assigned
to a company representative 205A-N. The work 220 may be placed in
the work queue 240 in a first in first out (FIFO) basis, or the
work 220 may be prioritized by an immediacy in which the work 220
needs to be addressed. The work 220 can also be placed in the work
queue 240 and be distributed in a basis where the work is routed to
a company representative 205A-N in a FIFO according to work
category. There may also be multiple work queues 240, each work
queue 240 associated with a category of work, such that work 220
associated with a category is received in a work queue 240 and is
routed to a company representative along with other work 220 in the
same category on a FIFO basis.
[0047] Referring to FIGS. 2A and 2B, the work queue 240 may be
visually represented as a number of contacts currently on-hold in
the work queue 240, an average time for which the contacts remain
on-hold in the work queue 240, or any other manner in which the
queue level may be represented. The queue level may also be
associated with a customer responsiveness score. For example, a
customer responsiveness score may specify a maximum average time in
queue for work, an average time in queue for work which triggers a
need to increase work capacity, a target time in queue for work
that varies a need for increased or decreased work capacity, levels
of response to a predetermined amount of work in the queue, or a
combination thereof.
[0048] The customer responsiveness score may be a variable setting
in the work and training management system 200. For example, the
work and training management system 200 may receive input from the
user 215 specifying the customer responsiveness score. In time of
urgent training need, the customer responsiveness score may be
varied by user input such that additional training sessions 235 are
provided to the company representatives 205A-N. The training
sessions may provide new product information, new sales techniques,
new vocabulary terms, provide new skills, new capabilities,
training for internal company policies, or provide any other useful
knowledge and skills to provide the company representatives with a
new, or higher level of, proficiency.
[0049] For example, a natural disaster in one part of the country
prompts a corporation to temporarily adopt two policies effective
immediately. A first policy is implemented by assignment of a first
training to company representatives responding to customer calls
within the affected area. The first training being related to a
company representative administered discount for emergency related
supplies. In this example, a second training can be assigned to all
company representatives to increase an emphasis on emergency
preparedness with a list of suggested sales items. In this manner
the company representatives in the effected area are immediately
and automatically provided with information needed to perform work
related to the current event. Thus, training can also be assigned
to company representatives based on geographic location. Upon
sufficient training, the customer responsiveness score may be again
varied such that additional work, such as response to customer
contacts, may be provided to the company representatives 205A-N to
thereby reduce the queue level.
[0050] For example, referring still to FIGS. 2A and 2B, in time of
urgent training need, an input from the user 215, such as an input
from a supervisor, can specify a higher customer responsiveness
score thereby resulting in a higher queue level, such as 75 in the
example of FIG. 2B. However, in times of reduced training need, the
user 215 may specify a lower customer responsiveness score, thereby
resulting in a lower queue level, such as 25 or zero in the example
of FIG. 2B, resulting in quicker response to incoming work. The
need for training may vary as training is completed, new
proficiencies are identified, work related to certain proficiencies
increase or decrease, new companies are represented, new products
are released, real world events, or any other event that may
increase or decrease the need for training. Use of the queue level
numbers 0-100 should be considered illustrative only and does not
necessarily refer to a specific amount of work in the queue nor a
specific wait time. Rather, use of the queue level numbers 0-100
may be considered one of many ranges of queue level gradation which
may be selectable by the user 215.
[0051] The number of user selectable customer responsiveness scores
may be limited however, for example by software, employment
position, password, or by other means. For example, referring still
to FIGS. 2A and 2B, the user 215 may be limited to selecting a
customer responsiveness score between 25 and 75. In some instances
to select a customer responsiveness score beyond this example of a
limited selectable range, the user 215 may be required to have
authorization. For example, it may be required to first verify that
the user 215 is logged on with privileges to modify the customer
responsiveness score, or is capable of entering a password to
access a broader range of user selectable customer responsiveness
scores resulting in increased and/or decreased delivery of work 240
and training 235.
[0052] The work and training management system 200 further includes
a data processing device 250 having access to computer executable
instructions that cause the data processing device to control
assignment of training and work to the company representatives as
well as other functions disclosed herein. Such computer executable
instructions can be in the form of software. The work and training
management system 200 can further include, or be coupled to, the
database 210. The database 210 includes data structures stored
thereon which are accessible by the work and training management
system 200. For example, the data structures stored on the database
210 can include electronic, magnetic, or optically stored
information concerning the company representatives 205A-N,
concerning work schedules of each company representative 205A-N,
concerning scheduled company representative work capacity,
concerning expected work requirements, concerning a training time
parameter, and/or concerning a customer responsiveness score.
[0053] For example, referring to FIGS. 2A and 2C, such information
describing company representatives can include lists of
proficiencies 255 associated with each company representative. The
information describing company representatives can also include a
status 260 of each company representative. The status 260 may
include a current active status 265 specifying the current status
of the particular company representative 205A. For example, the
active status 265 may indicate that the particular company
representative 205A is available for work or training, on break, at
lunch, completing training, sick, on vacation, or not scheduled,
and therefore, unavailable. The data processing device 250 can have
access to the information stored on the database 210 and can
analyze the various information stored on the database 210 to
schedule training sessions 235 for the company representatives
205A-N. The information stored on the database 210 is also updated
by the data processing device 250 in real-time as soon as changes
in real-life occur.
[0054] The data processor 250 can also have access to information
stored on the database 210 regarding compensation and incentives.
The compensation and incentives can be associated with completion
of training sessions 235. For example, the data processor 250 can
receive information from the user 215 describing a training success
criteria. The data processor 250 can also receive information from
the user 215 assigning training sessions to one or more of the
company representatives 205A-N. The data processor 250 can provide
the training sessions, or cause the training sessions to be
provided, to the one or more company representatives 205A-N and
receive a result of the training from the company representatives
205B. The result can be a time and day of completion of the
training session 235 and/or a result from a test associated with
the training session 235. The data processing device 250 can
compare the result of the training session 235 to training session
result criteria to determine whether an incentive should be
provided to the company representative 205A-N. Thus, the incentive
can be selectively assigned to the company representative 205A-N by
the data processing device 250 as soon as the company
representative 205A-N successfully completes the training session
235 according to the training success criteria.
[0055] Several of the various acts performed by the data processor
250 may also be performed by, or at the direction of, the user 215.
For example, the user 215 may be presented with the result of the
completed training session 235 and make the comparison of the
result of the completed training session 235 to the training
success criteria to determine the incentive for the company
representative 205A-N. Moreover, any actions taken by the data
processor 250 may require approval by the user 215 before
implementation. For example, the incentive determined by the data
processor 250 may require approval by the user 215. However, in
many embodiments such incentive may be automatically implemented by
the data processor 250 such that the company representative 205A-N
receives immediate confirmation of the incentive and immediately
receives the incentive.
[0056] In the example of a call contact handling system, the work
and training management system 200, can include an interface 262
for assigning the calls to the company representatives. The
interface 262 can include an communication media switching device
that provides a manner in which contacts may be routed to any of
the company representatives 205A-N.
[0057] Embodiments illustrated herein can also include
computer-readable media for carrying or having computer-executable
instructions or data structures stored thereon. Such
computer-readable media can be any available media that can be
accessed by a general purpose or special purpose computer. By way
of example, and not limitation, such computer-readable media can
comprise RAM, ROM, EEPROM, CD-ROM or other optical disk storage,
magnetic disk storage or other magnetic storage devices, or any
other medium which can be used to carry or store desired program
code means in the form of computer-executable instructions or data
structures and which can be accessed by a general purpose or
special purpose computer. When information is transferred or
provided over a network or another communications connection
(either hardwired, wireless, or a combination of hardwired or
wireless) to a computer, the computer properly views the connection
as a computer-readable media. Thus, any such connection is properly
termed a computer-readable media. Combinations of the above should
also be included within the scope of computer-readable media.
Computer-executable instructions comprise, for example,
instructions and data which cause a general purpose computer,
special purpose computer, or special purpose processing device to
perform a certain function or group of functions.
[0058] FIG. 3 and the following discussion are intended to provide
a brief, general description of a suitable computing environment in
which several embodiments may be implemented. For example FIG. 3
may illustrate an example of various components of a work and
training management system and/or various components of a company
representative work station. Although not required, several
embodiments will be described in the general context of
computer-executable instructions, such as program modules, being
executed by computers in network environments. Generally, program
modules include routines, programs, objects, components, data
structures, etc. that perform particular tasks or implement
particular abstract data types. Computer-executable instructions,
associated data structures, and program modules represent examples
of the program code means for executing steps of the methods
disclosed herein. The particular sequence of such executable
instructions or associated data structures represents examples of
corresponding acts for implementing the functions described in such
steps disclosed herein.
[0059] Those skilled in the art will appreciate that the
embodiments illustrated herein may be practiced in network
computing environments with many types of computer system
configurations, including personal computers, hand-held devices,
multi-processor systems, microprocessor-based or programmable
consumer electronics, network PCs, minicomputers, mainframe
computers, and the like. Several embodiments may also be practiced
in distributed computing environments where tasks are performed by
local and remote processing devices that are linked (either by
hardwired links, wireless links, or by a combination of hardwired
or wireless links) through a communications network. In a
distributed computing environment, program modules may be located
in both local and remote memory storage devices.
[0060] With reference to FIG. 3, an example of a work and training
management system for implementing several embodiments is
illustrated, which includes a general purpose computing device in
the form of a conventional computer 320, including a processing
unit 321, a system memory 322, and a system bus 323 that couples
various system components including the system memory 322 to the
processing unit 321. The system bus 323 may be any of several types
of bus structures including a memory bus or memory controller, a
peripheral bus, and a local bus using any of a variety of bus
architectures. The system memory includes read only memory (ROM)
324 and random access memory (RAM) 325. A basic input/output system
(BIOS) 326, containing the basic routines that help transfer
information between elements within the computer 320, such as
during start-up, may be stored in ROM 324. Such components may also
embody a workstation for a company representative.
[0061] The computer 320 may also include a magnetic hard disk drive
327 for reading from and writing to a magnetic hard disk 339, a
magnetic disk drive 328 for reading from or writing to a removable
magnetic disk 329, and an optical disk drive 330 for reading from
or writing to removable optical disk 331 such as a CD-ROM, DVD, or
other optical media. The magnetic hard disk drive 327, magnetic
disk drive 328, and optical disk drive 330 are connected to the
system bus 323 by a hard disk drive interface 332, a magnetic disk
drive-interface 333, and an optical drive interface 334,
respectively. The drives and their associated computer-readable
media provide nonvolatile storage of computer-executable
instructions, data structures, program modules and other data for
the computer 320. Although the environment described herein employs
a magnetic hard disk 339, a removable magnetic disk 329 and a
removable optical disk 331, other types of computer readable media
for storing data can be used, including magnetic cassettes, flash
memory cards, digital versatile disks, Bernoulli cartridges, RAMs,
ROMs, millipede memory, and the like.
[0062] Program code means comprising one or more program modules
may be stored on the hard disk 339, magnetic disk 329, optical disk
331, ROM 324 or RAM 325, including an operating system 335, one or
more training and work management programs 336, other program
modules 337, and program data 338, such as company representative
proficiencies and status. A user may enter commands and information
into the computer 320 through keyboard 340, pointing device 342, or
other input devices (not shown), such as a microphone, joy stick,
game pad, satellite dish, scanner, or the like. These and other
input devices are often connected to the processing unit 321
through a serial port interface 346 coupled to system bus 323.
Alternatively, the input devices may be connected by other
interfaces, such as a parallel port, a game port or a universal
serial bus (USB). A monitor 347 or another display device is also
connected to system bus 323 via an interface, such as video adapter
348. In addition to the monitor, personal computers typically
include other peripheral output devices (not shown), such as
speakers and printers.
[0063] The computer 320 may operate in a networked environment
using logical connections to one or more remote computers, such as
remote computers 349a and 349b. Remote computers 349a and 349b may
each be another personal computer, a server, a router, a network
PC, workstations of company representatives, a peer device or other
common network node, and typically include many or all of the
elements described above relative to the computer 320, although
only memory storage devices 350a and 350b and their associated
application programs 336a and 336b have been illustrated in FIG. 3.
The logical connections depicted in FIG. 3 include a LAN 351 and a
WAN 352 that are presented here by way of example and not
limitation. Such networking environments are commonplace in
office-wide or enterprise-wide computer networks, intranets and the
Internet.
[0064] When used in a LAN networking environment, the computer 320
is connected to the local network 351 through a network interface
or adapter 353. When used in a WAN networking environment, the
computer 320 may include a modem 354, a wireless link, or other
means for establishing communications over the wide area network
352, such as the Internet. The modem 354, which may be internal or
external, is connected to the system bus 323 via the serial port
interface 346. In a networked environment, program modules depicted
relative to the computer 320, or portions thereof, may be stored in
the remote memory storage device. It will be appreciated that the
network connections shown are exemplary and other means of
establishing communications over wide area network 352 for
real-time training, routing of work, and adjustment of
incentives.
[0065] The methods and graphical interfaces discussed hereinafter
may be implemented using the examples of contact handling systems
disclosed in FIGS. 1-3. However, such methods are not limited to
such systems or components thereof and may be practiced by other
systems including more, less, or different components than those
shown in FIGS. 1-3.
II. Examples of Additional Contact Handling Processes
[0066] A. Real-time Routing of Work to Company Representatives
[0067] In some embodiments, the systems disclosed herein
automatically and immediately increase work capacity and work
routing capability as soon as the work and training management
system records that a company representative has successfully
completed a training session. The training session may be completed
successfully where the company representative passes a test, if
required, certifying that the company representative has attained
the proficiency intended to be attained in connection with
completion of the training session. As soon as the company
representative has been assigned one or more new proficiencies, one
or more additional categories of work, such as customer contacts
raising particular issues associated with the one or more new
proficiencies, may be routed to the company representative thereby
increasing work capacity and routing capability.
[0068] In addition, several embodiments automatically and
immediately increase work capacity and routing capability as soon
as the company representative has gained relevant experience in a
proficiency. For example, where the company representative
satisfactorily performs work associated with a newly acquired
proficiency for a predefined number of hours, or performs work a
predetermined number of repetitions (e.g. addresses a predetermined
number of contacts associated with the proficiency) the company
representative may be assigned an elevated level of proficiency and
be immediately and automatically available to receive work
associated with the elevated proficiency level. Moreover, where the
company representative does not perform work related to a
proficiency, the company representative may be required to
recertify that the company representative has retained the
proficiency or lose the elevated level of proficiency, or the
proficiency all together. There may be several levels of
proficiency. For example, there can be between two and ten levels
of proficiency.
[0069] For example, referring to FIG. 4, a method for assigning
work and training to company representatives is disclosed. In this
example, the work can be assigned to the company representatives in
real-time as soon as the company representatives complete training,
or as soon as the company representative and work is available
following completion of the training.
[0070] The method includes identifying training to be provided to
company representatives (400). The need for training may be
dictated by the type and volume of work that needs to be completed.
The volume and type of work may be altered by a real world event,
such as a real-life disaster, new products, enhanced products,
sudden changes to products, supply or pricing change, change in
agreement terms, a new client to be serviced, new customers, new
problems encountered by customers, or any other event that may
provide a needed proficiency for the company representatives. For
example, where a group of company representatives with a first
proficiency experience an increased workload resulting in a longer
work queue than a second group of company representatives with a
second proficiency, it may be desirable to train some of the second
group of company representatives so that some of the work
associated with the first proficiency may be assigned to such
members of the second group of company representatives. In this
way, additional work may be performed by the second group of
company representatives, thereby eliminating the need to hire
additional company representatives for the first group of company
representatives when members of the second group of company
representatives are easily meeting the associated workload, or even
remain idle at times.
[0071] The method includes identifying a company representative
lacking the proficiency associated with the training (405). The
company representative may be identified by a user, such as a
supervisor, or the company representative may be identified
automatically by software. The company representative without the
proficiency may be identified by manually or automatically
searching a database containing information listing proficiencies
assigned to one or more company representatives. The company
representative can be ultimately identified by receiving an
electronic input identifying the company representative. The
electronic input may be received from a user input device, or from
circuitry. The company representative may be identified along with
other company representatives as a team, or the company
representative may be randomly selected as a result of the
identification of a certain number, or percentage, of company
representatives identified for training.
[0072] The company representative may be identified as in need of
maintenance training. The maintenance training may recertify that a
company representative retains a proficiency. Identification of the
company representative in need of maintenance training may be
accomplished by tracking the types and frequencies of proficiencies
used. For example, where a company representative has not received
work associated with a particular proficiency for some time, the
company representative may receive maintenance training to insure
that the company representative retains the required proficiencies.
Such maintenance training may, some instance, only include a test
so as to recertify that the company representative has retained the
proficiency. Where the company representative does not complete the
maintenance training, or fails a test associated with the
maintenance training, the company representative may loose the
associated proficiency, and/or be assigned a lower level of
proficiency and no longer be assigned work associated with the
proficiency or higher level of proficiency.
[0073] The method further includes providing a training session
associated with the identified training to the identified company
representatives (410). The training session can be provided, for
example, electronically via a network. The training session can be
provided to the identified company representative in between
assignment of work to the company representative. Alternatively,
the training session can be scheduled for the company
representative in real-time so that the company representative
knows when the company representative will need to complete the
training session and what training session they will need to
complete. For example, the training session can be automatically
scheduled for the company representative as soon as the training is
assigned to the company representative. In one embodiment, the
company representative can access the training session from a
computer coupled to the Internet as soon as the training session is
scheduled.
[0074] The training session can include, or be associated with, a
test. The test can be used to certify that the company
representative has achieved the intended proficiency following the
training session. Where the company representative does not achieve
a high enough score on the test, the company representative may be
required to retake the training session and retake the test prior
to being assigned the associated proficiency. Likewise, the company
representative will not be assigned any work associated with the
proficiency until the company representative successfully completes
the training and test.
[0075] The method can further include receiving notification when
the training session has been completed by the company
representative (415). The notification can be received
electronically via email, or an electrical notification that
indicates via software that the training session has been
completed. The notification can be received by a work and training
management system from a workstation, or other computer, where the
company representative completes the training. The notification can
include a description of the date and time on which the training
session was completed by the company representative. Where the
training session includes, or is associated with, a test, the
notification can further include a result of the test. The result
can include a description that the test was completed, was failed,
was passed, or may provide a score related to the level of success
that the company representative achieved in the test.
[0076] Upon satisfactory completion of the training session, the
associated proficiency is assigned to the company representative
(420). The proficiency can be assigned to the company
representative by updating a data structure listing proficiencies
associated with the company representative. The associated
proficiency may be electronically assigned in real-time by software
such that the company representative is automatically assigned the
proficiency as soon as the company representative completes the
training session.
[0077] The method further includes receiving work associated with
the same proficiency associated with the completed training session
(425). The work can be any type of work to be completed by the
company representatives. In an embodiment associated with a call
center, the work can be in the form of calls to be serviced, such
as answering incoming calls or performing outgoing calls. However,
while the teachings disclosed herein find particular advantages in
such call center applications, where reduced customer wait time is
important, and the need for automated training may be of particular
interest, the work performed is not limited to such applications
and may find similar or additional potentially unexpected
advantages in other applications as well.
[0078] The work received may also be of a particular category of
work where the category of work is associated with a set of
proficiencies. In such instances, the work can be organized based
on the associated category, matched with company representatives
assigned the same proficiencies that are associated with the
category of work, and immediately routed to the company
representative having the proficiencies associated with the
category of work. Assignment of the work to the company
representative can occur in real-time such that the company
representative receives work associated with a newly acquired
proficiency as soon as the company representatives are assigned the
new proficiency.
[0079] In some embodiments, the company representatives may be
organized into teams. For example, members of a team of company
representatives may share several proficiencies, and when a need
for training is identified, the training may be assigned to each
member of the team of company representatives. Thus, training can
be electronically provided to each member of the team of company
representatives in real-time as the need for training is
identified. For example, where team A has proficiencies associated
with a category of work relating to product A, where an improvement
to product A occurs, each member of team A can be assigned training
to provide team A with the knowledge and skills to perform work
associated with product A.
[0080] As soon as each member completes the training session,
either individually or as a team, the proficiency associated with
the training can be assigned to each member of the team of company
representatives. Work can then be provided to the team of company
representatives as soon as each member of the team of company
representatives is assigned the proficiency (430).
[0081] Information describing each of the acts disclosed herein can
be output to an electronic device. The information can be
automatically output in real-time as soon as the acts disclosed
herein are performed. For example, information describing company
representatives completing training, company representatives
performing work, assignment of training, assignment of work, work
in the queue, a customer responsiveness score, proficiencies, newly
acquired proficiencies, status of company representatives,
comparisons between company representatives and teams of company
representatives, and information describing whether the customer
responsiveness score is met can be output to an electronic device.
One example of an electronic device is a display. Thus, such
information can be output to a display as part of a graphical
interface where a supervisor, company representative, or other
user, can view such information.
[0082] Moreover, after review of such information, the user can
provide real-time control over any of the functions disclosed
herein regarding the identification and assignment of training to
company representatives, and the assignment of work to the company
representatives.
[0083] B. Real-time Routing of Training to Company
Representatives
[0084] In addition to updating of routing capability, embodiments
disclosed herein also relate to methods for rapid and automated
training of company representatives. When a supervisor identifies a
need for training that is currently available, the systems
described above can allow the supervisor to identify company
representatives or teams of company representatives to be provided
the training.
[0085] As an additional feature, the systems can be configured such
that those assigning the training to the company representatives
set up a scheme for training assignment. For example, the user can
relate the training to proficiencies already assigned to the
company representatives. The work and training management system
uses the identified relationship between an existing proficiency
and a new proficiency to act as a rule by which the training is
assigned to other company representatives via software.
[0086] Referring to FIG. 5, a method for providing training to
company representatives is disclosed. The method includes
identifying one or more company representatives in need of training
(500). The identification may be received via an electronic input
from a user, or from circuitry, such as a processor, executing
computer executable instructions that cause the circuitry to
identify company representatives in need of training.
[0087] The method further includes defining a time parameter for
completion of the training (505). The time parameter may be defined
by a user, or by software. The time parameter can include a target
date for completion of a training session, a target number of days
for completion of the training session, a target number of training
sessions to be delivered during a time frame (e.g. a number per
day), or may indicate that no time requirement is set at this time.
For example, the time parameter can define a time parameter for a
single company representative, a time parameter for a team of
company representatives, a number of training session completions
to be completed in a time period, or a time parameter for a group
of selected company representatives.
[0088] Multiple time parameters may also be defined. Thus, a first
time parameter may define a time by which a first training session
is to be completed, and a second time parameter may define a second
time by which a second training session is to be completed.
Moreover, the first time parameter may require a first team of
company representatives to complete a training session during a
first time period. The second time parameter may require a second
team of company representatives to complete the same training
session during a second time period that is different than the
first time period. The second time period may overlap the first
time period (i.e. at least partially in parallel) or the second
time period may be entirely before or after the first time period
(i.e. in series). The time parameter may also be automatically
determined based on a need for providing the additional
proficiencies to the company representatives.
[0089] The method further includes analyzing various parameters to
schedule the training session for the company representative (510).
For example, work schedules, a number of company representatives
currently on-shift, scheduled company representative capacity
during a time frame, current work requirements, expected work
requirements, the one or more time parameters, a relative priority
parameter between training completion and work completion, the
earliest shift scheduled for each company representative, a shift
length of each scheduled company representative, a shift length of
each scheduled company representative versus seating capacity in
the instance that a shift can be extended, and/or a customer
responsiveness score may be compared.
[0090] For example, work capacity and current or expected work
requirements can be analyzed to identify time where work capacity
outweighs current or expected work requirements and training may be
scheduled during such times. The work requirements can include a
number of customer contacts to be serviced. The customer contacts
to be serviced can include incoming calls to a call center and/or
outgoing calls from the call center.
[0091] The training session is then scheduled based on a result of
the analysis of the parameters (515). For example, as a result of
the analysis of the various parameters, company representative
schedules may also be modified to accommodate the training. For
example, work schedules may be changed, lengthened, shortened,
added, removed, or otherwise modified during the scheduling of the
training.
[0092] Each company representative scheduled for training can be
notified regarding the scheduled training (520). The notification
can include sending an electronic notification by various media to
the company representative. The notification can include
information describing the training and the time parameter for
completing the training. Examples of notification media include an
automated email, an electronic appointment for insertion in an
electronic calendar program, an automated telephone call, an
automated text message, and/or an automated facsimile. The
notification can be automatically generated by software as soon as
the training session is scheduled and the time parameter is
received. The notification can notify the company representative of
the scheduled training session and time parameter when the company
representative is on-shift or off-shift.
[0093] The method further includes providing the training session
to the company representative (525). The training session can be
provided to the company representative when the company
representative is on-shift or off-shift. For example, the company
representative may be intermittently provided the training session
while the company representative is at work, and may occur
intermittently between completion of work by the company
representative. The training session can also be provided to the
company representative via a remote electronic device. For example,
the company representative can be notified of the need to complete
the training session during a particular time period, and the
company representative can access the training session from home,
or other remote location, via the Internet, or the training session
may be communicated, or otherwise made accessible, to the company
representative in another manner.
[0094] The method can further include receiving an electronic
signal indicating completion of the training session by the company
representative (530). The completion notification can include
information describing the time and date of completion of the
training session and/or a result, such as a score, achieved in a
test included in, or associated with, the training session. Upon
completion of the training session, the company representative is
assigned the new proficiency (535). For example, information stored
in a database can be updated to include the newly acquired
proficiency.
[0095] Completion of training sessions can affect scheduling, shift
extensions, and at-home notifications, as well as instantly
allowing the change in work capacity as discussed above with
regards to FIG. 4. Real-time reporting can include training
completion, success of completion such as scores, and average
scores in tests certifying the results of the training. Real-time
reporting can be accomplished by displaying the information in
electronic or paper format, by providing electronic notification,
or by other means.
[0096] C. Real-Time Prioritization Between Work and Training
[0097] Several embodiments disclosed herein further include a
selectable work response setting. In such embodiments, a
supervisor, for example, can vary the work response setting such
that a relative priority between work completion and training
completion may be varied. For example, the systems described above
can include a prioritization control module. The prioritization
control module can include a first setting and a second setting.
The first setting can be labeled in such a manner as to show
preference for work completion, and the second value can represent
preference for training completion (with the result of
least-desirable work completion).
[0098] In one embodiment, the supervisor may be allowed to set the
relative level of work completion and training completion at
gradations of 10-100 steps, where the step 100 is the highest work
completion preference and 10 is the highest training completion
preference in this example. Based on the setting chosen, the system
computes the customer responsiveness score for the chosen setting
by scaling the two end values against the prioritization control
setting gradation. For example in a range of 30-90 seconds
allowable customer responsiveness score variation, set 10% from 90,
the customer responsiveness score for average queue time is
90-((90-30).times.0.10), or 84 seconds. An administrator can also
enable a limited range of discretionary adjustment allowed to the
supervisor.
[0099] During normal system operation and workload levels, the
system can use an administrator-defined customer responsiveness
score. The system delivers training to company representatives
while the customer responsiveness score is exceeded, and avoids
training while the customer responsiveness score is not met.
Training sessions can be cancelled if the system approaches (e.g.
within 5%, 10%, or 20% or higher) the least-desirable priority
control value in order not to exceed the least-desirable priority
control value. During unexpected traffic patterns, however, or
times of urgent training needs, the supervisor may override the
default prioritization control, within limits set by the
administrator. The prioritization control override may be
determined by the judgment of the supervisor, or according to an
internal business scheme.
[0100] For example, referring to FIG. 6 a method for controlling
assignment of training and assignment of work to one or more
company representatives is disclosed. The method includes changing
a priority setting that defines a relationship between a training
parameter and a workflow parameter (600). The method further
includes adjusting the relative rate of training completion and
work completion based on the change in the setting (605).
[0101] FIG. 7 discloses another method for controlling training
completion and work completion by company representatives. An event
occurs that triggers the need for training (700). A target customer
responsiveness score is changed as a result of this event (705).
For example, an electronic input can be received from a user that
specifies a new target customer responsiveness score. The change in
target customer responsiveness score affects a relative priority
between work completion and training completion. The target
customer responsiveness score may relate to an allowable level of
work in a queue. If the allowed level of work stored in the queue
is allowed to increase by increasing the customer responsiveness
score, the amount of time spent by company representatives
completing training may be correspondingly increased. The target
customer responsiveness score can relate to a service level
agreement between a work provider and a company contracting with
the work provider. The service level agreement may include an
average time in queue, and a required success rate in maintaining
the average time in queue for work. For example, the success rate
may specify that an average time in queue of one and a half minutes
must be achieved 80% of the time. The target customer
responsiveness score may be allowed to cause a service level to not
be met, where urgent needs of training are required. However, the
level to which the target customer responsiveness score is allowed
to be changed may be limited by an administrator as discussed
below.
[0102] The method further includes delivering a training session to
company representative(s) (710). The amount of training delivered
to the company representatives is increased or decreased until the
customer responsiveness score is met (715). The amount of training
may refer to types of training, length of training, number of
training sessions delivered, timing of training, or other factors
that relates to an effect the training has on the company
representatives capacity for work completion. Thus, where the
customer responsiveness score is increased, thereby allowing for
additional training, the additional training may be automatically
electronically provided in real-time to the company
representative(s) (710) until the average time of work in the work
queue increases to the specified customer responsiveness score
(715). Once sufficient training has been completed, the customer
responsiveness score may be automatically or manually reduced such
that the priority of work completion is increased, and the amount
of work in the work queue is subsequently reduced.
[0103] As discussed above, the customer responsiveness score may
refer to an average time that work spends in the queue before the
work is provided to a company representative. According to one
example, an average time in the queue may be varied between
immediate response and three minutes before response, for example.
According to another example, an average time in the queue may be
varied between thirty seconds and three minutes. According to
another example, an average time in the queue may be varied between
thirty seconds and one and a half minutes.
[0104] 1. Limited Selectable Customer Responsiveness Scores
[0105] The range of selectable customer responsiveness scores may
be limited to a maximum selectable setting and a minimum selectable
setting. Such settings can be team specific such that a first
customer responsiveness score setting associated with a first team
of company representatives can be different than a second customer
responsiveness score setting associated with a second team of
company representatives. In some instances there maybe a greater
need to complete training for a first team of company
representatives and a greater need to complete work for a second
team of company representatives.
[0106] With respect to such settings, the training session may be
provided only when the customer responsiveness score is met. Where
the customer responsiveness score is not met (715), training can be
canceled (720). Moreover, where the customer responsiveness score
is not met (715), training sessions already begun by company
representatives may be canceled at that time (720) and completed at
a later date.
[0107] 2. An Example of a Graphical User Interface for Setting a
Customer Responsiveness Score
[0108] Referring to FIG. 8, a graphical interface is disclosed that
enables a user to control completion of training and work by
company representatives. The graphical interface shown in FIG. 8
may represent an example of a screen presentation displayed as a
window in conjunction with a Microsoft Windows software package.
The graphical interface shown in FIG. 8 may be presented along with
other graphical interface windows discussed herein.
[0109] The graphical interface includes a first graphical input
element 800 configured to provide a visual representation of a
target customer responsiveness score, the target customer
responsiveness score being a selectable level of relative priority
between work completion and training completion by the company
representatives. In this example, the first graphical input element
800 is embodied by a graduated bar that extends between a minimum
selectable priority level of 30 on the left of the first graphical
input element 800 and a maximum selectable priority level of 90 on
the right of the first display element 800. As discussed above, the
selectable priority level may be limited, or limited based on
authority to vary the selectable target customer responsiveness
score.
[0110] The graphical interface further includes a first display
element 805 displaying a most optimal allowed customer
responsiveness score. The most optimal allowed customer
responsiveness score is an example of a limit on the range of
selectable customer responsiveness score which results in the most
priority directed toward work completion. The graphical interface
further includes a second display element 810 displaying a worst
allowed selectable customer responsiveness score. The worst allowed
selectable customer responsiveness score results in the most
priority directed toward training completion and the least priority
directed toward work completion. The graphical interface further
includes a third graphical display element 815 that displays
current customer responsiveness score. The current customer
responsiveness score can vary in real time as the amount of work to
be completed varies in real-life. For example, as the average time
of work in a queue, or an amount of work in a queue changes the
current customer responsiveness score can vary according to the
changes that occur in the work queue in real life, and
automatically effect that amount of work and training that is
provided to the company representatives as soon as the changes
occur in real life.
[0111] D. Distributed Training for Company Representatives
[0112] In the case where multi-part training is not order
dependent, an administrator can configure a "scatter upgrade",
wherein training sessions are statistically distributed across a
group of company representatives. For example, if an immediate need
for five independent upgrades is triggered, the work and training
management system will select from among the five training
sessions, keeping training completion totals equivalent across all
five training sessions in some embodiments, allowing for rapid
dissemination of a wide but shallow upgrade capacity that deepens
with additional training completion over time. In many embodiments,
all representatives eventually receive all of the training
sessions, but an individual company representative may not be able
to predict the order in which the company representative will
receive the training sessions.
[0113] Each training set can be tracked in a database in a manner
similar to single-instance training sessions as discussed above.
When each company representative satisfactorily completes the
required training, the increase in work capacity by the increased
proficiencies can immediately be accounted for in the routing of
work as discussed with regard to FIG. 4. Training delivery can
include aspects of real-time prioritization control of training
delivery versus customer responsiveness discussed above with
regards to FIGS. 5-7. Historical reporting to supervisors and
company representatives can reflect any new incremental capability
each time the report is generated. Thus, real-time reporting can
immediately reflect each new increase in company representative
capability.
[0114] For example, referring to FIG. 9, a method for managing work
and training for company representatives is disclosed. The method
includes identifying a first company representative without a first
proficiency associated with a first training, and also without a
second proficiency associated with a second training (900). The
method further includes identifying a second company representative
without the same first proficiency and without the same second
proficiency (905).
[0115] The method includes providing the first training session to
the first company representative (910) and providing the second
training session to the second company representative (915). After
the first training session is completed by the first company
representative, the proficiency associated with the first training
session is assigned to the first company representative (920).
After the second training session is completed by the second
company representative the second proficiency is assigned to the
second company representative (925). The assignment of
proficiencies can be accomplished by storing data in a database
associated with the proficiencies assigned to the company
representatives.
[0116] As soon as the first proficiency is assigned to the first
company representative, work associated with the first proficiency
can be immediately provided to the first company representative
(930). Likewise, as soon as the second proficiency is assigned to
the second company representative, work associated with the second
proficiency can be immediately provided to the second company
representative (935). Thus, at this point, the company has one
company representative trained in each of the first and second
proficiencies such that the company representatives are,
collectively, able to receive work associated with the first and
second proficiencies.
[0117] After the first training session is completed by the first
company representative, the second training session is provided to
the first company representative (940). Likewise, after the second
company representative has completed the second training session,
the first training session is provided to the second company
representative (945).
[0118] As soon as the second proficiency is assigned to the first
company representative (950), work associated with the second
proficiency can be immediately provided to the first company
representative (960). Likewise, as soon as the first proficiency is
assigned to the second company representative (955), work
associated with the first proficiency can be provided to the second
company representative (965). Thus, at this point, both company
representatives have been assigned the first and second
proficiencies, and each representative is therefore able to receive
work associated with both the first and second proficiencies.
[0119] These teachings may be expanded to any number of company
representatives and any number of training sessions. For example,
referring to FIG. 10, a chart disclosing a method for managing work
and training for five company representatives CR1-CR5 is
illustrated. An electronic input may be received identifying each
of the five company representatives CR1-CR5, or a database can be
searched to identify the five company representatives CR1-CR5, who
lack the five proficiencies associated with the five training
sessions T1-T5. Any number of company representatives or teams of
company representatives may be identified along with any number of
training sessions, where the numbers of company representatives and
training sessions used herein are for illustrative purposes
only.
[0120] During a first training set, the first company
representative CR1 is provided with a first training session T1,
the second company representative CR2 is provided with a second
training session T2, the third company representative CR3 is
provided with a third training session T3, the fourth company
representative CR4 is provided with a fourth training session T4,
and the fifth company representative CR5 is provided with a fifth
training session T5. Therefore, at this point, one of the five
company representatives CR1-CR5 is trained in each of the five
training sessions T1-T5.
[0121] Providing the training sessions to each of the five company
representatives CR1-CR5 may be accomplished automatically by
computer controlled routing for assignment of the training sessions
T1-T5. Moreover, the proficiency associated with each of the
training sessions T1-T5 provided to the company representatives
CR1-CR5 can be immediately assigned to the respective company
representatives such that work associated with each proficiency can
be assigned to the corresponding company representative as soon as
the training session is completed as discussed above with regard to
FIG. 4.
[0122] During a second training set, the first company
representative CR1 is provided with the second training session T2,
the second company representative CR2 is provided with the third
training session T3, the third company representative CR3 is
provided with the fourth training session T4, the fourth company
representative CR4 is provided with the fifth training session T5,
and the fifth company representative CR5 is provided with the first
training session T1. Therefore, at this point, two of the five
company representatives CR1-CR5 are trained in each of the five
training sessions T1-T5.
[0123] Similarly, during a third, fourth, and fifth training set,
the training sessions are sequentially provided to each of the
company representatives CR1-CR5 as shown in FIG. 10. Thus, after
the fifth training set all five of the company representatives
CR1-CR5 have been trained in all five of the training sessions
T1-T5. However, over the course of each set, the depth of each
proficiency is deepened thereby gradually increasing the amount of
work associated with each proficiency that can be routed to the
company representatives CR1-CR5.
[0124] The rotation of training sessions between sets of training
is not necessarily sequential. For example, the rotation of
training session may be according to a scheme, pattern, random, or
on any basis. However, according to another embodiment, training
sessions can be assigned a priority level and be provided to
company representatives based at least in part on the priority
level assigned to each training session. Thus, the depth of each
proficiency can be increased at different rates depending on a
priority associated with each proficiency and associated
training.
[0125] For example, referring to FIG. 11, an example of a method
for managing work and training for company representatives is
illustrated. In this example, there are four company
representatives CR1-CR4, three training sessions T1-T3 to be
completed, and three training sets during which the training T1-T3
is completed. In this example, a second training session T2 has
been assigned a higher priority than a first training session T1,
and the first training session T1 has been assigned a higher
priority than a third training session T3.
[0126] During a first training set, the first company
representative CR1 is provided with the first training session T1,
the second company representative CR2 is provided with the second
training session T2, the third company representative CR3 is
provided with the second training session T2, and the fourth
company representative CR4 is provided with the third training
session T3. Therefore, upon completion of the first training set,
two company representatives CR2 and CR3 are assigned the
proficiency associated with the second training session T2 assigned
the highest priority, one company representative CR1 is assigned
the proficiency associated with the first training session T1
assigned the second highest priority, and one company
representative CR4 is assigned the proficiency associated with the
third training session T3 assigned the lowest priority. As a
result, as soon as the newly acquired proficiencies are assigned,
twice as much work associated with the second proficiency can be
assigned to the company representatives, as compared to the volume
of assignable work associated with the first and third
proficiencies.
[0127] During a second training set, the first company
representative CR1 is provided with the second training session T2,
the second company representative CR2 is provided with the first
training session T1, the third company representative CR3 is
provided with the first training session T1, and the fourth company
representative CR4 is provided with the second training session T2.
Therefore, upon completion of the second training set, all four
company representatives CR1-CR4 are assigned the proficiency
associated with the second training session, three company
representatives are assigned the proficiency associated with the
first training session, and one company representative is assigned
the proficiency associated with the third training session. As a
result, more work associated with the first and second
proficiencies can be completed by the company representatives as
compared to the volume of assignable work associated with the third
proficiency.
[0128] During a third training set, the first, second, and third
company representatives CR1-CR3 are provided with the third
training session T3 and the fourth company representative CR4 is
provided with the first training session T1. Therefore, upon
completion of the third training set, all four company
representatives CR1-CR4 are assigned the proficiency associated
with each of the three training sessions T1-T3. However, as
illustrated in FIG. 11, where different training sessions are
needed, the different training sessions can be selectively provided
to different company representatives in a predetermined pattern
such that each training session is dispersed across a group of
company representatives according to a priority assigned to each
training session.
[0129] E. Real-time Training and Incentives for Company
Representatives
[0130] According to the teachings disclosed herein, incentives may
be automatically associated with completion of training and/or
testing. For example, incentives may be awarded based on a
combination of timeliness and score for training completion. In
this instance, the company representative is notified of the need
to complete a training session, and that timeliness is important.
Thus, where two company representatives are assigned training, each
company representative completes a test as the last step of the
training. Where a first of the company representatives completes
the training in two days, with a score of 100%, that company
representative automatically receives a pay increase, effective
immediately, of $0.17 per hour. However, a second of the company
representatives completes the training in four days, with a score
of 100%, and automatically receives a pay raise, effective
immediately, of $0.11 per hour. Therefore, the level of incentive
can be determined based at least in part on training completion
timeliness.
[0131] According to another example, scores and/or ratings are
received via a customer satisfaction system and taken into
consideration to determine an incentive. One format for capturing
these customer satisfaction scores is a customer survey, however,
any application medium for gathering customer satisfaction levels
may also be used. For example, the methods disclosed herein can
include an act of providing a customer survey. The methods can
further include an act of receiving a result of the customer
survey. The result can include an evaluation of a company
representative who assisted the customer. The result can be
automatically taken into consideration to determine an incentive.
The result can also be taken into consideration when assigning a
proficiency, or an elevated level of proficiency. The result of a
survey can also determine assignment of training. For example, a
result of a survey may identify a company representative in need of
training. The training can be assigned to the company
representative by a supervisor or automatically and immediately as
soon as the result of the survey is received. Scores and/or ratings
can also be received by supervisors monitoring the work completion
by the company representatives. There can be scores from website
feedback and customers requesting to speak to a supervisor. The
result can also take into consideration attendance, punctuality,
dress, conduct, supervisor evaluations, and peer-comparisons
between different company representatives.
[0132] The results of this performance scoring can result in no
change in compensation, a decrease of pay rate until training is
complete, an increase or decrease in pay rate based on test scores,
and/or issuance of a one-time benefit, for example. Incentives may
also be in the form of material awards such as a monetary bonus,
gift certificate, apparel, or a consumable. Incentives may also be
in the form of non-monetary rewards or privileges, such as
shift-bidding priority, extra paid time off, change of job title,
eligibility for next-level training, promotion, coaching,
mentoring, or temporary parking.
[0133] Representatives are automatically informed of incentives.
For example, the representatives can be immediately informed of a
determined incentive as soon as the representative completes the
training via the notification media disclosed above. All automated
changes in compensation and other incentives can be based on
settings made by administrators and stored in the database for
action by the system. Such changes may be part of the tracking
related to real-time results of test scheduling, completions, and
scores.
[0134] For example, referring to FIG. 12, a method for determining
incentives for a company representative is disclosed. The method
includes determining a training success criteria (1200). The
training success criteria can include a required number of correct
answers on a test to successfully complete the training. The
training success criteria can also specify different levels of
success. For example, the training success criteria can specify a
first number of correct answers for a first level of success, and a
second number of correct answers for a second level of success. The
training success criteria can also include a required success in
customer completed surveys.
[0135] The training success criteria can further include a
timeliness criteria. The timeliness criteria can have different
levels of required timeliness. For example, the timeliness criteria
can be defined by a first maximum permissible amount of time
between assignment of the training and completion of the training
by the company representative, resulting in a first incentive. The
timeliness criteria can further be defined by a second maximum
permissible amount of time between assignment of the training and
completion of the training by the company representative,
corresponding to a second incentive.
[0136] The training success criteria can be determined by a user,
such as a supervisor, or the training success criteria can be
determined by a machine executing software to determine the
training success criteria. The training success criteria can be
received from an electronic input device, such as a keyboard,
mouse, pointer, touch screen, or other electronic input device; or
the training success criteria can be received in the form of an
electrical signal from circuitry, such as hardware executing
software.
[0137] The method further includes assigning a training session to
a company representative (1205). For example, an electrical input
can be received that assigns the training to the company
representative.
[0138] The method can include notifying the company representative
of the assigned training (1210). The method can further include
notifying the company representative of the training success
criteria, which can include a timeliness requirement for completing
the training session. The method can further include notifying the
company representative of an incentive that will be determined upon
completion of the training session according to the success
criteria.
[0139] The training session is provided to the company
representative (1215). A result of the training is received (1220).
The result can include a date and time that the training was
completed. Where training session includes a test, the result can
further include a score received by the company representative on
the test. The result can also indicate whether the timelines
requirement was met.
[0140] The incentive is determined based on an analysis of the
result of the training session and the success criteria (1225). For
example, the incentive may be in the form of an increase in
compensation, a decrease in compensation, no change in
compensation, a monetary bonus, increase in wage, a privilege,
shift bidding priority, paid time off, a change in job title,
eligibility for additional training, a promotion, coaching,
mentoring, parking, a gift certificate, apparel, any type of
consumable, or any other incentive.
[0141] The result analyzed can also include feedback from a
contact. For example, after the company representative has
completed training and been assigned a proficiency associated with
the training, the company representative can receive work in the
form of servicing customer calls associated with the newly assigned
proficiency. After the calls are serviced, the customer can
complete a survey evaluating the company representative. Thus, a
result of this survey can be received and also be considered in
determining the incentive.
[0142] Information describing the incentive can be communicated to
the company representative and/or the user (1230). The user can
provide approval of the incentive or the incentive can become
effective as soon as the incentive is determined, and the incentive
may be determined in real-time as soon as the company
representative completes the training according to the training
success criteria. Information describing the incentive can also be
stored in a database or other computer-readable media (1235).
III. Additional Examples of Graphical User Interfaces
[0143] Various user interfaces can be used to communicate between
the user, the company representatives, and the software and/or
hardware implementing the processes disclosed herein. For example,
graphical user interfaces can be used to receive user input from
user input devices and to display information for the user to
review, and upon such information, decisions may be made. The
information displayed can describe any aspect of training,
assignment of work, work completion, work queue level, company
representative performance, team performance, or any other
parameter disclosed herein. Moreover, a graphical user interface
can further include one or more input fields for receiving user
input.
[0144] For example, FIG. 13 discloses aspects of one example of a
first supervisor graphical interface that enables a supervisor to
monitor and control real-time delivery of training and work to
company representatives. The graphical interface includes a first
display element 1300 configured to provide a visual representation
of a priority setting being a selectable level of priority between
work completion and training completion by the company
representatives. For example, in this embodiment the number 92 can
refer to a target customer responsiveness score, which can relate
to a specified average time in a queue for work.
[0145] The graphical user interface includes a second display
element 1305 configured to graphically display work stored a queue.
For example, the second display element 1305 can list a number of
calls on-hold in a queue. The second display element 1305 can also
show a historical representation of the number of calls stored in
the queue over time. The second display element 1305 can be team
selectable such that information describing work stored in a queue
for different teams of company representatives can be displayed.
Similarly, any of the other graphical display elements may be team
or individual company representative selectable.
[0146] The graphical user interface further includes a third
display element 1310 listing information identifying the company
representatives and listing a status of each company
representative. For example, the third display element 1310 can
list a company representative's name, status, duration of time that
the company representative has been at the current status, and team
to which the company representatives belong.
[0147] The graphical user interface further includes a fourth
display element 1315 listing active contacts. The fourth display
element 1315 further provides a state for each active contact, for
example, whether the active contact is being serviced, is on-hold
in the queue, or is in a pre-queue state. In the pre-queue state,
the contact may be interacting with an automated interactive menu.
The automated interactive menu can use scripts received from the
IVR and can provide automated questions to classify the contact
with a category of contacts, and/or associate proficiency(s) for
assigning the contact to a company representative or a team of
company representatives with the associated proficiencies. Certain
categories and/or proficiencies can be automatically associated
with the contact based on a phone number which the contact called,
or information about the contact that is already known. For
example, if the number from which the contact calls identifies the
contact with known information, that information can be accessed
and used to associate the contact with a proficiency for assigning
the contact to a company representative.
[0148] Referring to FIG. 14, a second supervisor graphical
interface is shown. The second supervisor graphical interface
includes several display outputs visually displaying real-time
information of interest to a supervisor of company representatives.
For example, the second supervisor graphical interface includes
several display outputs that compare the supervisor's team of
company representatives productivity 1400, adherence 1405,
profitability 1410, training 1415, sales 1420, and overall score
1425 to other teams of company representatives. Thus, upon review
of the information displayed by the second supervisor graphical
interface, the supervisor is aware of how the team of company
representatives compares to other teams of company
representatives.
[0149] The graphical interface can further include additional
display elements to visually display assignment of work to company
representatives and completion of work and training by company
representatives. Additional display elements can display customer
satisfaction and/or to display any other information described
herein related to company representatives, proficiencies, training,
and work.
[0150] Referring to FIG. 15, a first company representative
graphical interface is illustrated. The first company
representative graphical interface includes several display outputs
visually displaying real-time information of interest to the
company representative. For example, the first company
representative graphical interface includes display outputs which
compare the company representative's personal productivity 1500,
adherence 1505 to specified work requirements, profitability 1510,
training 1515, quality 1520, sales 1525, and overall score 1530 to
other members of a team of company representatives to which the
company representative is a member. Therefore, the first company
representative graphical interface provides a company
representative with information about how the company
representative compares to other members of the team, and whether
there are any areas in which the company representative needs to
improve. The first company representative graphical interface may
also improve the performance of a company representative where the
company representative may be motivated to perform at least as well
as others in the same team of company representatives.
[0151] FIG. 16 illustrates a second company representative
graphical interface. The second company representative graphical
interface provides a graphical output visually showing in real-time
how the company representative compares with other company
representatives in ranking and performance versus queue. The
ranking can be an overall score from the first company
representative graphical interface. The performance versus queue
portion can relate to a comparison of information received from
customers and information received by monitoring performance of the
company representative.
[0152] Thus, the second company representative display output
illustrates another manner in which the company representative may
be visually presented with any of the information disclosed herein
in a manner that fosters a team environment. The second company
representative graphical interface also provides feedback to the
company representative by identifying areas where the company
representative can improve. Moreover, the information display is
updated in real-time so that as the company representative
improves, completes more training, reduces queue level, improves
customer performance, or makes any other changes in the company
representative's performance, such changes can be immediately
appreciated using such graphical user interfaces.
[0153] The present invention may be embodied in other specific
forms without departing from its spirit or essential
characteristics. The described embodiments are to be considered in
all respects only as illustrative and not restrictive. The scope of
the invention is, therefore, indicated by the appended claims
rather than by the foregoing description. All changes which come
within the meaning and range of equivalency of the claims are to be
embraced within their scope. Detailed descriptions of apparatus and
processing techniques known in the field of the invention to one of
ordinary skill in the art have been excluded.
* * * * *