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QUICK LINKS Intros New Software to Improve Call Center Efficiency


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February 06, 2013 Intros New Software to Improve Call Center Efficiency

By Rajani Baburajan, TMCnet Contributor, an all-inclusive website for background check satisfaction, has unveiled new software to track call center performance and monitor customer service experience. The software evaluates a predefined set of factors during the call process including the level of voice stress exhibited by both the caller and the customer service representative. 

Further, the software will track actions taken by the call center representative during and after the call. The intelligent software can also track keywords that indicate satisfaction or frustration with the call center agent.

“Traditionally, call centers verified high level customer service by having supervisors randomly monitor calls,” said company spokesman Josh Fraser (News - Alert), in a statement. “But, we believe that's an inefficient system. So, now we are using cutting edge technology to keep track of customer service results.”

The company developed the call center software in-house as a tool to evaluate nearly every part of the customer's interaction with their own staff, Fraser said.

“It will let us know when we have a customer service representative who is not performing up to standards and allow us to identify and reward customer service representatives who are doing an outstanding job,” Fraser added.

Now, call centers can leverage the software to improve customer experience. Since the software maintains the anonymity of the customer, they will not have to worry about privacy violations.

“This is completely focused on keeping our customer service staff doing their job as well as they possibly can,” Fraser said. “It goes without saying that our customers' privacy is of a primary concern to us.”

According to a recent TMCnet piece, today’s call center is becoming more customer-centric. Over the past few years, the call center has evolved into a primary customer service channel. Therefore, the agent role has become more sophisticated along with the software that manages and supports it, the report said.

Edited by Amanda Ciccatelli

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