An automated speech recognition solution trialled by the National Blood Service (NBS) has been applauded by callers to the group's contact centre.
Those who used the service to schedule a blood donation appointment or to handle a general enquiry expressed confidence in the trial, with a total of 90 per cent of callers stating they would use the service again.
Ian Hamerton, contact centre manager for the NBS, claimed that he was "delighted" by the "overwhelmingly positive feedback" given to the new call centre technology.
He added that while he had initial qualms about trialling the speech recognition solution, it improved the call centre's overall standards.
"Speech recognition is a very powerful tool and service enhancement when used appropriately for the right processes," he said.
According to Market Watch, Hannah Grap, one of the resident translation specialists at Language Weaver, said that another exciting development in the call centre industry is the advancement of speech translation technology, which allows real-time communication to be made across a number of languages.
This news feed has been brought to you by Direct Response Limited, the award winners for outsourced call centre services. For further information please visit www.drltd.com |
OUR PEOPLE
