Thomas Cook has improved the efficiency of its call centre operation by using a speech recognition system to enable its holiday customers to make balance payments over the phone 24 hours a day.
The tour operator said its installation in August of the Fluency VSA application suite was paying dividends by automating the balance-payment process to free up contact centre agents to deal with more complex enquiries.
Jo Stamper, Thomas Cook’s sales centre manager, said the hosted speech recognition system had made a substantial difference by enabling the firm to take up to 70 holiday balance payment calls per day without inconveniencing customers.
“We have monitored the service to gauge its success and we are delighted with the number of completed calls that we are achieving with the Fluency system,” she said.
Thomas Cook is now looking at how else it can use the technology.
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