Arrangement for motivating telemarketing agents
January 3, 2011. Estimated Expiration Date is calculated based on simple USPTO term provisions. It does not account for terminal disclaimers, term adjustments, failure to pay maintenance fees, or other factors which might affect the term of a patent.Patent References 3525818 Educational device for learning switching Dual mode arithmetic teaching apparatus ACD Management information system Performance appraisal and training system and method of utilizing same Computerized system for routing incoming telephone calls to a plurality of agent positions Education or learning aid method Personalized feedback system utilizing pre-recorded media and method of making same Production process control system Means and methods of tabulating time and task performances InventorAssigneeApplicationNo. 637382 filed on 01/03/1991US Classes:705/11, Job performance analysis379/265.06, Monitoring agent performance (e.g., quality of agent's performance)705/14Distribution or redemption of coupon, or incentive or promotion programExaminersPrimary: Envall, Roy N. Jr.Assistant: Hazard, Jennifer L. Attorney, Agent or FirmInternational ClassG06F 015/21AbstractIn an ACD system, motivational feedback information, such as the cumulative number of bonus points earned, is displayed on agents' terminal displays. The information is real-time, up-to-date, and substantially continuously displayed. It combines an objective, quantitative measure, such as the number of calls handled, and a subjective, qualitative measure, such as a quality factor representing a supervisor's evaluation of the agents' observed performance in handling calls. Illustratively, the per-call quantitative measure is multipled by an agent's presently-assigned qualitative measure to arrive at the per-call number of bonus points earned by the agent.Other References
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