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公开(公告)号：GB2520619A
公开(公告)日：2015-05-27
申请号：GB201417882
申请日：2014-10-09
Applicant: BANK OF AMERICA
Inventor： FLEISHER MICHAEL D , HELLER RYAN SCOTT , SMITH PATRICK B , MADALA HARI , IYER SETHU , SHELDON ANDREW , BLATTEAU MICHAEL JOHN JNR , STATON RICHARD HARDIN
Abstract: A method of excluding a customer from a contact list based on frequency of contact comprises determining one or more contacts for a customer 604; determining a number of communication attempts to the one or more contacts over a predetermined time period 606; comparing the number of communication attempts over the predetermined time period to a maximum number of attempts over the predetermined time period 608; and excluding the customer from a contact list when the number of communication attempts is greater than or equal to the maximum number of communication attempts for the predetermined time period 609. Also includes methods of handling customer data associated with payment arrears recovery.
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公开(公告)号：GB2520621A
公开(公告)日：2015-05-27
申请号：GB201417889
申请日：2014-10-09
Applicant: BANK OF AMERICA
Inventor： HELLER RYAN SCOTT , SMITH PATRICK B , MADALA HARI , SHELDON ANDREW , CHOU CHUNG-DI , VATTIKUTI VEERA VENKATA
Abstract: A method for determining an automatic contact list comprises receiving a request to create a contact list, the request comprising selection criteria; identifying data associated with a plurality of customers meeting the selection criteria, wherein each customer is associated with at least one contact; determining contacts that are excluded based on at least one of locking, external requests, geography, time, velocity, and permission to contact; and determining a contact list based on customers that are not excluded. Locking occurs when a customer is assigned to another call list or is currently receiving a call from another representative and velocity is the frequency of previous contact with a customer. The contact list may be used for communicating with customers by automatic dialer, email, voicemail, or direct mail. The system allows a user to create an automatic contact list that both meets the user's criteria while also complying with business and legal regulations.
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公开(公告)号：GB2520416A
公开(公告)日：2015-05-20
申请号：GB201417894
申请日：2014-10-09
Applicant: BANK OF AMERICA
Inventor： HOEN PHILIP HUDSON IV , HELLER RYAN SCOTT
Abstract: A system, method, or computer program product for determining most effective call parameters for a representative-customer interaction for a representative working to recover payment in arrears, comprising: retrieving call history data and date of payment data; correlating the call history data and the payment data; determining success information based on the correlation of call history data and payment data; and presenting the success information to the representative for improving likelihood of future success. Aspects include: the call history data comprises information regarding timing of calls made between representatives and the customer and payment data represents timing of payments made by the customer; correlating the call history data and payment data comprises: determining which calls were made proximate in time to payments being made and wherein determining success information comprises: determining which phone numbers correspond to the determined calls. Further aspects include retrieving call history data and determining best time and/or channel for contacting the customer in order to achieve customer contact.
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