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An arrangement for controlling the volume and type of contacts in an internet call center
An arrangement for controlling the volume and type of contacts in an internet call center
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机译:用于控制Internet呼叫中心中联系人的数量和类型的装置
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摘要
The present invention provides a method and system for controlling call volume into a call center. The method and system provides the contacting entity with a file of information for viewing that encourages or discourages continuance of the contact or initiation of another contact with the call center. This is accomplished by adding or omitting features from the file such as contact buttons or icons, messages, and the like. The architecture determines which type of file to provide a contacting entity based on such factors as the staffing level of the call center, the busyness of the call center, the value of the contact and/or contacting entity, and the like.
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