O2 reduces customer enquiry call times

Date: 02/12/2011

Enterprises using revenue share numbers in their call centres may be looking for ways to streamline their operations and make the site more efficient.

If this is the case, they could follow in the footsteps of Telefonica O2 UK and adopt the Workspace Agent Desktop technology from Jacada.

Customer service director at O2 Cheryl Black explained the mobile network provider receives around 45 million consumer enquiries a year, which is costly for the company and takes up a great deal of time.

She said the enterprise was aiming to reduce the length of calls by 35 seconds, however the technology actually made conversations 48 seconds shorter.

This meant every customer that got in touch benefited from the introduction of the program, something Ms Black described as a "fantastic achievement".

Another solution call centres may wish to adopt is technology developed by scientists at the Universidad Carlos III de Madrid and the Universidad de Granada that can recognise the emotions of a caller by analysing their voice.