Since installation at Northstar Location Services Buffalo NY contact centers in October, the results were even better than expected. Aaron Castle, COO stated, “We were very aware of the application’s benefits prior to installation, however the immediate effects have transitioned into department-wide improvements, including increased employee morale and decreased customer complaints.” The call centers are now experiencing a 54% decrease in customer calls to their Quality Assurance Team (Resolve It! Professionals). Agents are managing escalated customers much more effectively through the use of the Castel Detect™, as its agent dashboard appears right on the agent’s screen. In addition, unresolved customer issues have decreased as well.  Castle adds, “This application has enabled our agents to better identify escalating issues which equates to more quickly resolving issues, collecting payments more efficiently, reduced call time and stronger agent/customer relationship.”

In Q1 2012, Castel Detect™ will offer real time word/phrase detection providing contact centers the ability to ensure customer disclosures and offers are being stated while customer is STILL on the call, in addition other words the business finds integral to track during LIVE calls will be monitored and scored. “We look forward to employing word/phrase detection in our centers as soon as its available”, Castle says.

For more information regarding immediate real time voice analysis provided by Castel Detect™, call 1.800.657.8215 and visit www.casteldetect.com today.