In response to the growing pressure on Toronto call centre facilities in 2005, the mayor of Toronto issued a mandate to develop a state of the art call centre infrastructure to enable smooth and transparent administration of the city. And so, 311 Toronto was born. About 311 Toronto call centers Established in September 2008, it took away all the complexity that the customer service experience had at the time – over 250 phone numbers for 9 different call centers. Customers spent more time being transferred between Toronto call centers, than with an operator. 311 Toronto call centers had end-to-end integration, meaning they can service a host of non – emergency queries across domains and provide customers with effective solutions, all with the help of a huge knowledge base that is constantly updated. About the new speech recognition technology 311 Toronto call centers are putting into place a predictive speech recognition technology that analyzes recorded voices. 311 Toronto call centre facilities service over a million calls per year, and now wants to take service to the next level with predictive voice recognition and analysis systems in order to further improve service quality and customer satisfaction. Speech recognition systems have been used by financial institutions for years, in order to automate analysis of recorded data and determine trends and patterns in dialog. The system at a 311 Toronto call centre use a software solution called “Impact 360 Speech Analytics Essentials” developed by a leading provider of government-to-citizen solutions. The software suite allows for quick indexing and organization of inbound calls before transferring them to the appropriate operator based on suggestions from the software itself. It automatically categorizes audio interactions and sorts them based on the reason for making the call. This provides the 311 Toronto call centre staff an overview what is going on at the call centre. The purpose of this technology is to ‘listen’ to the callers and mine critical information that can be forwarded to the concerned departments, who can use this data to make improvements as necessary. In addition to this, speech recognition and analysis can also reveal vocal cues as to the emotional state of the caller, for example, distress, dissatisfaction, or satisfaction. It also allows Toronto call centers to observe how their employees handle calls on a daily basis, especially during peak times. Data garnered can be used to effectively manage a fluctuation in call volumes, by placing frequently requested information to be at an executive’s finger tips and avoid the delay of searching the knowledge base on an individual basis. Contact a call center specialist at AnswerPlus Inc in Toronto, Ontario, Canada for more information on disaster preparedness report
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