Witness Systems has announced that Continental Airlines is deploying its speech analytics solution, eQuality Call Miner in the companys Tampa, Florida-based reservation center.
The airline, which employs more than 900 customer service representatives in its Tampa center, classifies customer calls into more than 50 categories for analysis, including sales calls, flight information, seat assignments, reconfirmations and OnePass reward redemption. By using eQuality CallMiner, the company has been able to reduce the costs associated with compiling its Call Mix Survey a system that collects and tabulates detailed information on incoming calls at the companys reservation center by automating the process, saving significant time and resources.
eQuality CallMiner provides us with more context and intelligence from a speech analytics perspective, enabling us to better leverage the customer data and feedback we already capture in order to make more informed decisions, said Andre Harris, director of reservations training and quality for Continental Airlines. In the past, we completed monthly Call Mix Surveys, but now we can review the data daily, which gives us more real-time insight into whats happening in our business and better enables us to focus on service excellence .