Castel Communications, LLC, a market leader in call center solutions, is presenting its latest version of Castel Detect™ Voice and Speech Analysis at the 14th Annual Call Center Week Conference taking place at Caesar’s Palace in Las Vegas, NV, June 10 – 14, 2013.
Featuring an intuitive user interface residing on agents’ and supervisors’ monitors, Castel Detect™provides awareness of emotional and verbal cues occurring on both sides of the call (customer and agent). The interface allows call center teams the ability to immediately address instances of customer dissatisfaction, poor agent performance and business risks. Though the solution delivers robust reporting and detail, as well as associated call audio for post-call review, Castel Detect™ provides the opportunity for businesses to address issues occurring on LIVE calls that impact customer loyalty and business brand perception.
Designed for the call center industry, the solution monitors and analyzes both sides of the customer/agent conversation LIVE, without the need to record the call or wait for post-call processing to deliver emotion and word/phrase analysis. Information regarding the emotions, words and phrases associated with the call are presented LIVE to agents and supervisory teams while the call is occurring.
Agents performing different types of business are scored against profiles specific to their objectives. For example, a telesales agent may be scored against levels of excitement, stress and hesitation, in addition to phrases such as, “thank you for calling…”, “my name is…”, and “we have a promotion today…”. A customer service agent may be scored against anger, embarrassment and upset and phrases including “My name is…, “how may I assist you?”, “did I address all of your concerns today?”, “we appreciate your business…”.
In both of these examples, should the agent not state the phrase, he can be reminded to do so. Also, while the customer is still on the call, the agent’s supervisor can be alerted that the phrases have not yet been stated. Castel Detect™ also offers businesses the ability to create new custom word and phrases to be monitored and detected.
Conference attendees are invited to visit Castel at Booth F. Watch a quick demo click on YouTube.
Headquartered in Buffalo, NY, Castel Communications, LLC is a market leader in delivering cutting-edge call center solutions for leading financial institutions, collection agencies and telemarketing organizations across the globe. For more information about Castel products and services, call 800-657-8215, or visit www.castel.com.