New technology will catch angry callers

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

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

The
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.

The
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
words.

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

www.mitel.com

By Ross Wigham

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