Abstract: A method, system and apparatus are provided for enabling service technicians to record information about service calls, and have that information available to other technicians who may handle the call at another time. In addition to providing a mechanism for tracking customer information (including product and problem details), the system, apparatus and method disclosed herein enable the transfer of the customer's problems to higher care levels given by different individuals. In order to prevent a problem from being inadvertently dropped, the system, apparatus and method provides an ownership mechanism that allocates the call to a particular individual. If the call needs to be handed off to another individual, a methodology is provided for systematically handing off the call to the other individual (typically at another service level) and ensuring that that individual is responsible for the call from that point forward.

Abstract: A method and system are provided for increasing the efficiency and satisfaction rating of service calls regarding a product. The system can contain a telecommunications system to receiving calls from customers, and for contacting the customers in return. Databases retain information regarding the products sold to the customers, and the customer's calls to the call center. When a given customer calls the call center more often within a given time period, the customer's call is forwarded to another, more specialized queue so that more intensive attention is given to resolve the customer's problem. At that point, the extent and quality of contact with the customer is carefully recorded and correlated with similar problems so that swift resolution of the problem is achieved.