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The gethuman™ movement was created from the voices of millions of consumers who want to be treated with dignity when they contact an enterprise for customer support. Our goal is to convince enterprises that providing high quality customer service and having satisfied customers costs much less than providing low quality customer service and having unsatisfied customers. We encourage you to post your call center stories (good/bad), opinions about how call centers should operate and anything that would help enhance our gethuman database of gethumans (new companies to add or invalid gethumans). It is our goal that the voice of the consumer will be heard and listened to and that automated call center systems will improve and work better for the consumers!! |
The Adaptive Audio software technology from Interactive Digital solves these problem by allowing an existing IVR to automatically tune-in to individual caller behavior during the call. The product dynamically adjusts the Speaking Rate (in Words Per Minute) and Audio Message Content of Voice Applications in real-time based on individual caller skills. This personalizes the call experience as it happens, creating a friendlier, more efficient, more responsive and far more productive customer experience. The process emulates what humans do naturally and instinctively to communicate more effectively with each other during normal conversation.
The benefits of Adaptive Audio™ include decreased Average Handle Times (AHT) and increased Average Handle Rates (AHR) for Automated Calls, Increased IT Efficiency, reduced Telecom Costs, A Personalized Call Experience and increased Customer Satisfaction. The product is available for hosted solutions and open standards like VoiceXML and for proprietary, premise based IVR systems. Changes to the system hardware, operating system and/or application development tools are NOT required to implement Adaptive Audio and production pilots can be up and running in a very short time.
]]>One of the gethuman standards states: All operators/representatives of the organization should be able to communicate clearly with the caller (i.e. accents should not hinder communication; representatives should have excellent diction and enunciation.)
From the number of complaints that we receive each month on this topic, it is clear that very few of the overseas-based call centers are meeting this requirement.
What should be done about this? We would be interested in hearing some ideas on dealing with this. One approach would be to identify the enterprises that are using off-shore call centers where their CSRs do not communicate well. We've added an item to the gethuman customer rating form that would let us obtain this information. With this data, we would then be able to identify the enterprises that are using CSRs that are difficult to understand, and let them know that they have a problem that they need to fix.