MyReportPlan.com is integrating a new customer service software system to monitor the customer service experience when dealing with clients and potential clients.
The software will monitor various factors during the call process, including the level of voice stress exhibited by both the caller and the customer service representative. It will also track actions taken by the representative during and after the call and track for spoken keywords that indicate satisfaction or frustration with the call center experience, the company said.
“We developed this software so that it can evaluate nearly every part of the customer's interaction with our staff,” said company spokesman Josh Fraser, in a statement. “It will let us know when we have a customer service representative who is not performing up to standards and allow us to identify and reward customer service representatives who are doing an outstanding job.”