Garlands Call Centres – the UK’s second largest contact centre provider - is to roll out version 3.1 of QPC’s etalk Qfiniti recording and analytics software to 1,000 staff at its Tees Valley contact centres.
The company, which provides contact centre services for firms including Virgin Mobile and Wanadoo, later plans to extend the new software to all its 3,000 staff.
An earlier version of the etalk software is already being used by 120 Garlands’ staff working on the Virgin Mobile account.
The software will allow Garlands to record all inbound and outbound calls, with the associated data screens and then automatically analyse them using advanced analytical techniques.
These include speech analytics using Autonomy’s IDOL conceptual search technology to spot words, phrases and ideas mentioned by callers and to group them together to find the causes of customer problems. The technology also reduces the time and cost of locating the most valuable customer interactions.
Garlands IT director Chris Colyer said: “Qfiniti offers an amazing array of voice and data recording and speech analytics capabilities, and gives us an unparalleled insight into what customers are saying and thinking.
“Its ability to do this in an automated way will free up managers’ time to focus on other more important tasks, such as coaching advisors to enhance their performance.”
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