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Outbound Call Center Featured Article Implements Predictive Software to Enhance Customer Service

February 14, 2013
By Sujata Garud
TMCnet Contributor has implemented a piece of cutting-edge predictive software that can anticipate customers’ questions and concerns. The solution is expected to boost the firm’s customer service efforts in a number of ways.

The software considers the time of the call, the source location of the call and initial keywords spoken by the customer when they communicate with the customer service professional. Based on these parameters, the software then uses the information to analyze in advance the reason for a customer’s call, and displays helpful information on the customer service representative's screen.

Josh Fraser (News - Alert), spokesman of, said, “In the past it would often take several minutes for a customer service representative to be able to understand what the caller's problem was. That would end up being frustrating for both the customer and the CSR (News - Alert). This software reduces that problem.”

“Rather than having to search for the information the customer needs, nine times out of 10 the system will have already figured it out and given it to the CSR,” he said. “This helps out both the customer and the agent and improves the overall customer service process.”

Fraser mentioned that the technology has reduced call times to almost half. Moreover, the company intends to monitor the performance of the predictive software and find new ways to enhance it. 

MyReportInfo was in the news when the company created backup servers at remote locations to help avoid data loss during natural, manmade or terrorist disasters. The company was concerned that changing weather patterns make it inevitable for a company with just one data storage location to eventually incur some type of catastrophe. is a major customer service website that caters to public records consumers. Individuals can search millions of reports in North America and enjoy superior customer support with the website's super efficient live chat tool.

Edited by Braden Becker

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