Call Centers Go Emo

A potential consumer benefit of recent spying on American ciitizens’ phone calls is the development of speech analytic software. Some corporate call centers are using the technology to improve customer service.

    WP: “Wisconsin Physicians Service…searched its phone calls for “Medicare” combined with “confused” to find calls from seniors who were having trouble understanding the new Medicare prescription plans.

    Janet Ryan, call center director for AAA…Using software…she searched calls mentioning that vendor and found that the average duration was 30 minutes because her agents were being put on hold.

    AAA has asked the vendor to change its Web site so AAA agents can make changes online without having to wait to talk to a person.”

For the software to work, however, you need to install it in a company willing and able to change business practices to make customers happier.

(Thanks to Jessica!)


Edit Your Comment

  1. RandomHookup says:

    Does it know what to do when I yell “Fuckyoufuckyoufuckyou!” at the top of my voice?

  2. Kornkob says:

    Yeah– it does what any reasonable person does when that happens: it hangs up.

  3. Ben Popken says:

    Joshua writes:

    “I think I worked in the office in that image”

  4. GenXCub says:

    We are currently implementing a system like this at my company, however, it may not be a huge improvement as we are usually ranked very high by JD Power for customer satisfaction (that’s just what I read).

  5. Frank Grimes says:

    We’re doing it here as well but it’s exceptionally expensive (for us in the $4.5-$6.0 Million range for North America) and will require an entire new department to implement it. On the plus side 25% of every incoming call will be scored automatically based on 18 data elements that need to be hit and also recorded for playback and analysis. We really expect it to help because when we do encounter a problem we will be able to go back and listen to exactly what the customer/employee said.