New technology will catch angry callers

technology will be able to identify nuisance callers who ring call centres to
harass staff or cause problems.

male customers could also be directed straight to a female operator, where they
are more likely to be polite.

new software, being developed in the US, will allow angry callers, trapped by a
maze of automated questions, to be directed straight to specially trained staff
with experience of conflict resolution.

new system works by identifying customers who jab at telephone keys too
quickly, shout down the phone too loudly, talk in a stressed tone or use swear

technology is being developed by communications firm Mitel in response to the
need for improved customer service at call centres.

By Ross Wigham

Comments are closed.