The software will monitor various factors during the call process, including the level of voice stress exhibited by both the caller and the customer service representative.
Los Angeles, CA (PRWEB) February 04, 2013
MyReportPlan.com is integrating a new customer service software system to monitor the customer service experience when dealing with their clients and potential clients.
“Traditionally, call centers verified high level customer service by having supervisors randomly monitor calls,” said company spokesman Josh Fraser. “But we believe that's an inefficient system. So, now we are using cutting edge technology to keep track of customer service results.”
The software will monitor various factors during the call process, including the level of voice stress exhibited by both the caller and the customer service representative. It will also track actions taken by the representative during and after the call and track for spoken keywords that indicate satisfaction or frustration with the call center experience, the company said.
“We developed this software so that it can evaluate nearly every part of the customer's interaction with our staff,” Fraser said. “It will let us know when we have a customer service representative who is not performing up to standards and allow us to identify and reward customer service representatives who are doing an outstanding job.”
Fraser said that the software will anonymize the customer so that they will not have to worry about any privacy violations.
“This is completely focused on keeping our customer service staff doing their job as well as they possibly can,” Fraser said. “It goes without saying that our customers' privacy is of a primary concern to us.”
The proprietary software was developed in-house, Fraser said, and tailored to the needs of MyReportPlan.com's consumers.
MyReportPlan.com gives Web searches a simple way to find public records and receive customer support. From arrest records to warrant searches to driving status, MyReportPlan.com is an all-inclusive website for background check satisfaction.