The document describes a proposed call-back option for call center software. It would allow callers to provide a phone number and select a preferred time to receive a return call rather than waiting on hold. The system would estimate wait times, schedule call-backs, and call customers back at the selected times. This could improve customer satisfaction by reducing wait times while also improving call center efficiency by spreading call volumes over time.

1. Date: August 2001 Reference: CallBack.ppt
Presentation:
Jay Martin
martinjay@earthlink.net
Call-Back Option
Call Center Software
Presentation Discontinued 8/6/2001. Too many objectives of our
ideas discovered in Due Diligence of existing offerings.
Forgive ‘incompleteness’, but file being distributed to ensure any
potential ‘new’ ideas enter public domain and as also provide an
example for others on how to start a simple write-up.
Presentation not refined due to time constraints of author.
Author irritated his service providers do not buy current offerings.

2. 2Jay Martin CallBack.ppt August 2001
This presentation is property of
Edward J Martin, Jr. of Irving, Texas
214.574.7554
Jay Martin, who is the author.
No copying of it has been authorized.
Presently the Customer Service Center software focuses on yield and
efficiency of assets against work required, but still is inadequate.
Call-Back Current Situation
• Reduction in expenditures and current economy have companies
focused on reducing costs - non-revenue generating services hit hard
• Customer dissatisfaction growing as a result or inordinate times
• Though common-sense would show when customers are aware of peak
times, for many it is the only opportunity to call during the work day
• Speakerphones allow many to dial up and wait, thus enabling multi-
tasking during call answering waits and reducing their frustrations
• System development allow for people to be able to know approximately
how long it will take and then judge if it is worth it
These add up to significant improvement, but profit pressures will
continue to push the optimization of resources in the area.

3. 3Jay Martin CallBack.ppt August 2001
This presentation is property of
Edward J Martin, Jr. of Irving, Texas
214.574.7554
Jay Martin, who is the author.
No copying of it has been authorized.
We propose developing Call-Center Software which could interact
with customers to minimize caller idle wait times.
Call-Back The Solution
Pick-up
Automated
Response
Analysis of
line, or no #
readable
Cannot read
phone number,
“like to wait X
minutes, call
again or be
called back” like
prompt to
another phone
Can read phone
number, “like to
wait X minutes,
call again or use
Call-Back”
Hang-Up, Call
again later
Wait on phone
aprx X minutes
Select Call
Back option
System Calls
back at Y:0Z
System Calls
back in queue
Hang-Up, Call
again later
Wait on phone
aprx X minutes
Select Call
Back option
System Calls
back at Y:0Z
System Calls
back in queue
Enter
phone #
and
option
(time?)
Existing Products
Proposed Feature
Enter
time
desired
or
queue
System to estimate X
System to estimate X
System to accept Y
and then inform Y:0Z
X - Estimated current wait time for caller
Y - Preferred request time by the caller for Call-Back
Z - Estimated delay for Call-Back (if any) from requested time
30-60 Seconds before
Allows for three rings

4. 4Jay Martin CallBack.ppt August 2001
This presentation is property of
Edward J Martin, Jr. of Irving, Texas
214.574.7554
Jay Martin, who is the author.
No copying of it has been authorized.
We will try to verbally communicate the difference between our
proposed method and the current state software.
Call-Back Step Clarification
• Our system checks to see if it can read the number, registers as a yes
and no, then is ready to act (call-back) number calling if required.
• If no number is registered, or caller wants to take call on another line,
then entering a nine digit number will be required.
• Though the following are more or less the same activities for both, we
split out the process for:
– Caller’s whose number cannot be read by the Caller ID computer
– Caller’s who wish to have system ‘call-back’ at another phone
- For this branch, the people are required to enter in a phone number
• Once the phone number is established by the ANI or by ‘entry’, the Caller
has a choice of the following:
– A ‘Call-Back’ at the number he dialed (read by computer) or entered…
- After the Call Center has worked through the queue ahead of him
- Approximately time selected (new queue will form for future times)

5. 5Jay Martin CallBack.ppt August 2001
This presentation is property of
Edward J Martin, Jr. of Irving, Texas
214.574.7554
Jay Martin, who is the author.
No copying of it has been authorized.
To better describe the logic and interaction between the software and
customer, we created a ‘Decision Tree’ and Flow.
Call-Back Decision Tree/Flow Diagram
Hang-up
Call-Back
Wait
Attend
Queu
e or
Futur
e
A
30-60 sec before place in queue is
ready, system calls back caller.
Allow three rings, then hang-up
Attend
Caller
Decisio
n
Queue
Future Computer suggest times later that
day, then request time ‘entry.’
Responds with time + future delay Z
B
Is
this
acce
ptabl
e?
Yes
No
C
C
B
No
Yes
ANI
can
read
the
#?
Hang-up
Call-Back
WaitCaller
Decisio
n
Request that they enter their phone
number or the line they would like the
call back to be executed on
Request that they enter their phone
number or the line they would like the
call back to be executed on
A
Attend
Points with letters A, B and C are points where the flow
returns to the process where they first appeared.

6. 6Jay Martin CallBack.ppt August 2001
This presentation is property of
Edward J Martin, Jr. of Irving, Texas
214.574.7554
Jay Martin, who is the author.
No copying of it has been authorized.
The one real complication is that with people selecting times, certain
peak desired times (lunch, etc.) will need to plan for both ‘new callers’
and ‘call-back’ callers, estimate their times, and provide a ‘confirm’
Call-Back Complications
• Example: Someone calls at 9AM, requests Noon for a Call-Back (peak
time) then the computer must inform them that they “will most likely get a
call at 12:35 PM. Would you prefer a different time?”.
• Another issue will be people playing games to ‘front-estimate’ their time -
example: I want to get a call at Noon, know it is peak, then request at
11:30 so I know that I will cut off a half hour from the real time it calls.
• System will need to ‘suggest’ non-peak times, quickly, to push more
people over to the non-load hours of the day. Should spread out work and
improve overall utilization of staff.
• Need to do ‘one-day’ and forget potential to schedule across days. Day
someone wants a call, they can call at 8AM and schedule a ‘call-back’.
• Need disciplines for requests. 15, 30 or 60 minutes on the hour (example:
11:00, 11:15, 11:30, 11:45 are only options for 11-12) - without this there
are an infinite number of possibilities to try to get ‘their desired time’

7. 7Jay Martin CallBack.ppt August 2001
This presentation is property of
Edward J Martin, Jr. of Irving, Texas
214.574.7554
Jay Martin, who is the author.
No copying of it has been authorized.
There are a variety of benefits to everyone involved here.
Call-Back Benefit
Caller/Customer Call-Center Call-Center Sponsor
Refers to the person making the
call and attempting to get
service, make purchases, etc.
Actual staff of the center,
regardless of whether it is
contracted or in-house.
The company who operates or
has contracted the center to
handle its business.
• Less time wasted waiting while
on the phone, unable to do
other things
• Reduced rates for lines which
are charged to caller
• Option to have call back and
go do something else or can
plan on taking call later in day
• Less frustration
• Elimination of need to make
multiple calls
• More satisfied with service
• Better chance of issues being
resolved, less intimidation or
dread to make the calls
• Lower costs to support its
service
• Reduction of irate customers
• Improved forecasting for both
loads and also fewer in queue
disconnects (impacts queue
time expectations)
• Overall queues will be shorter
with ability to spread out work
over the day better
• Hang-ups reduced, overall calls
to center reduced do to higher
yield in service
• Reduced staff at centers and
less downtime, higher staff
utilization
• Reduced 800 rates for on-line
waiting by its customers
• Lower costs to support its
service
• Much higher customer
satisfaction and issue
resolution
• Reduced customer defection
due to superior issue resolution
• Hang-ups reduced, overall calls
to center reduced do to higher
yield in service

8. 8Jay Martin CallBack.ppt August 2001
This presentation is property of
Edward J Martin, Jr. of Irving, Texas
214.574.7554
Jay Martin, who is the author.
No copying of it has been authorized.
This page was where some of the other ideas were documented if we
had gone forward to develop this more. Random ideas/concerns.
Call-Back Additional Ideas
• Calls would be done in the 1 minute to 30 second range in queue
• People could be told about low peak times and suggested
• Times would be in military or only 12 hour time frame to avoid confusion
• Companies would monitor Z delay times and prioritize them
• 2-3 ring maximum requiring a prompt that they want to take the call
• Need to clarify issues to avoid the gaming - only do 15 minute
increments, not allow any scheduled delays for future times over 10
minutes (avoid overlaps)
Please try to sell the more advanced products to Earthlink and Dell,
as well as some of the other habitual long wait services. Thanks!!!