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!)