CallPromise Receives Patent for Callback and Virtual Queueing

The U.S. Patent and Trademark Office (USPTO) has issued CallPromise a patent for a virtual queuing technique.

With US Patent No. 61/564,588, customers can opt to receive callbacks from agents at call centers rather than wait on hold for the next available agent. This functionality can integrate with existing call center technology.

"Businesses are under pressure to improve customer satisfaction and minimize cost and inefficiencies to maintain a strong brand reputation and relationship with their audience," said Kevin Sjodin, CEO of CallPromise, in a statement. "This patent further validates our technology that provides shorter handling times for inbound calls while improving staff utilization for any call volume."

CallPromise's patented virtual queuing system improves current callback structures that keep on-hold and callback customers waiting in the same queue for a long period of time. A metered queuing approach is effective in managing a call agent workforce by regulating the estimated wait time of on-hold customers and call back customers. This method reduces high call volume while decreasing customer abandonment rates, workforce optimization and increase customer service quality.

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