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Call-centre technology saves hundreds of thousands of pounds
Travel Technology Initiative Special Report:
Call-centres could be saving hundreds of thousands of pounds annually by automating their call listening process.
Call Miner, a US-based call analysis specialist, collects all of the recorded conversations with customers into a database and then studies it to check service levels and track problems.
The company claims to be already saving Continental Airlines more than $300,000 annually through automating a process, which was previously carried out manually by staff.
“The airline takes 6,500 calls an hour and 70% of its business is done through its call-centres but had 4,000 calls a month being listened to by supervisors and then analysed manually for the reasons customers were calling,” said Call Miner founder and chief executive Jeff Gallino.
Within every recorded conversation the technology studies the words used, the emotions, tone, emphasis and even pauses between words.
Gallino said the information on customer calls could be ready about a minute after the reservation agent hangs up.
In addition to the savings the airline discovered 20% of calls were from customers wanting to confirm their flight was going to fly and managed to reduce the level to 4% and free up agents to concentrate on sales.
The airline also ran the technology alongside the old manual system for a period of time and found the automated system was four times more accurate.
“It also helps the sales and marketing team understand industry trends and evaluate if promotions are successful,” said Gallino.
Call Miner is also working on a pilot with the airline to measure satisfaction levels with customer calls.
Report by Linda Fox
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