Matching call centre agents with callers by using a pattern matching algorithm and a potential for a selected interaction for each agent-caller match

摘要

587101 Disclosed is a method for operating a call-center. Caller data is obtained (501) by one or more computers for each of a set of callers. The data includes one or more data elements selected from demographic data and/or psychographic data of the caller. Agent data for each of a set of agents is then obtained (502) by the one or more computers. This data includes one or more data elements selected from demographic data and/or psychographic data of the agent. Each agent of the set of agents is matched using a pattern matching algorithm (504) to each caller of the set of callers, in a pair-wise fashion, to determine a potential for a selected interaction for each agent-caller match based at least in part on the demographic data and/or the psychographic data. One of the agents of the set of agents is then connected (505) to one of the callers of the set of callers based at least in part on results of the pattern matching algorithm.