SITEL UK and SRC, a UK speech solutions provider, will together deliver a innovative computerised telephone data capture system that utilises highly sophisticated speech recognition technology. The automated data capture system is specifically designed to handle very high call volumes at peak demand periods. In this partnership, SITEL is responsible for delivering the customer service while SRC is supplying the hosted speech recognition system.
The data capture system from SRC and SITEL was successfully deployed as part of the Coral Grand National telephone betting service. Ian McNuff, group managing director, SITEL UK and Ireland, comments: “This solution provides numerous benefits to our clients. Firstly, it greatly increases call handling capacity giving us the scalability we need to adapt to high demand. It also enhances our mobilisation efficiency: as the system is computer based, we do not need to match demand manually.”
“In addition, the solution will greatly improve the caller’s experience. The accuracy is astounding, significantly exceeding manual data capture figures. Call queuing time is eliminated and return callers are recognised so data does not have to be repeated. The automated solution also has the added benefit of allowing Customer Service Professionals to concentrate on their own job, which is enhancing customer service with personal contact where appropriate,” he concludes.
The service will connect callers to a computer that uses prompts to guide them through the data capture process. Following a short greeting, callers are asked to speak the required data – such as contact and payment details. This information is elicited by the speech recognition system and the caller is then asked to confirm that the information is correct before the call is finalised.
Chris Hart, CEO, SRC, comments: “We are pleased to partner with SITEL on the development of this exciting project which exploits the true potential of our mass-market telephony-based speech services. Hosted on SRC ‘s carrier-grade platform, the data capture system provides the capacity to handle massive peaks in call volumes and allows companies to provide a high-quality service 24 hours a day, seven days a week.”
2003-04-15
Em Foco – Pessoa