#2748: WaitingWeighting

People who contact call centres sometimes get angry and verbally abuse the staff who pick up the phone.

Today’s invention offers a way to limit that behaviour.

Once a caller starts using a raised voice or bad language, the call taker can flip a switch to disconnect them and issue an automated message to say,
“You have been abusive and you have been reinserted in the queue 10 positions backwards.”

The call taker might be able to select the number of positions to accord with the intensity of the caller’s rudeness.

A system like this could also ensure that the caller was not dealt with by anyone who had retarded their call.

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