Providing caller with information facilitating caller selection of call-centre agents

摘要

A call centre is described in which a caller to a call centre is given a choice of which specific call-centre agent the caller prefers to speak with. To assist the caller in making an informed decision, the call centre provides the caller with: an indicium of two or more call-centre agents, an indicium of an estimate of the amount of time before the caller can communicate with each of the call-centre agents, an indicium of a satisfaction rating of each call-centre agent, and other factors. The caller can then convey his or her preference to the call centre, which will attempt to honour the preference by connecting the caller with the preferred call-centre agent. This increases the likelihood that the caller will be connected with a call-centre agent who is well-suited to dealing with the caller, which is beneficial to both the caller and the call centre. Other deciding factors provided to the caller may include the language skills, age, gender, location and expertise of the call-centre agent.