With the growing needs and demands of customers and their increasing industry requirements, businesses are looking for solutions that provide the best results for their clients, particularly during LIVE telephone interaction and Castel (News - Alert) Detect, which appears to be a perfect fit for this.
Northland Group, providing business process outsourcing services focused on accounts receivable management and collection services, has therefore decided to further enhance its predictive analytics platform by installing Castel Detect Voice and Speech analysis.
“Castel Detect provides the opportunity to minimize compliance risk, grow revenue recovery, enhance agent performance and increase our call center efficiencies,” said Lance Black, president of Northland Group, Inc.
Castel Detect monitors and immediately analyzes the detection of words, phrases, emotions and talkover levels through voice properties, and assists the business by enhancing agent performance though real-time alerts and messaging to agents and the management teams.
The addition to captured speech and emotion, data is rather significant as call centers can immediately analyze and provide live alerts to management and agent teams, helping them engage customers more effectively.
Agents are expected to benefit from extra support in the compliance arena, as they can see their own voice analysis and their customers’ voice analysis, and respond immediately and proactively.
The management team is well positioned to watch both the agent and the customer, and if any of the calls require intervention, management intercedes and sets right the issue. This greatly reduces the time spent on post-call auditing investigation.
“Castel’s solution provides assurance that LIVE risks can be addressed while customers are speaking with agents, and issues may be dealt with instantly instead of after the call or even the next day,” said
John Ripa, chief operating officer at Castel.
Northland's proven performance, when coupled with Castle's solution, helps customers increase profitability, enhance client brand relationships, and dramatically improve recovery rates while preserving the relationship with the consumer.
In a significant development in the dialer industry, Castel Communications has just inked a partnership with Global Connect (News - Alert) to offer Castel Detect Voice and Speech Analysis through the Global Connect GC1 Peak Dialer.
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Edited by Braden Becker