Jason M Ferguson

US Patent:

20090003583, Jan 1, 2009

Filed:

Jan 14, 2008

Appl. No.:

12/013765

Inventors:

Carmine J. CARRETTO - Richmond VA, US
Jason FERGUSON - Midlothian VA, US
Sara E. FRANKLIN - Richmond VA, US

Assignee:

WELLPOINT, INC. - Indianapolis IN

International Classification:

H04M 5/00

US Classification:

37926506

Abstract:

A method for improving call center performance. The method includes the steps of, for each call, collecting data comprising: date, supervisor, associate, and a categorization as to single, last, or transfer; summarizing said data on a periodic basis by supervisor, associate, and percentage of single, last, transfer, and stream, wherein percentage of stream is the residual after subtracting said percentage of single, last, and transfer categories; and presenting said summarized data to supervisors to provide feedback on the effectiveness of said supervisor's call coaching of associates. A system for enhancing call center performance is also provided.