Irish bank Permanent tsb has announced their intentions to focus on new controls within their contact centre and provide enhanced customer service with Noble System’s Composer Real-Time Speech Analytics.
Alan Murphy, Head of Collections at permanent tsb, said “At permanent tsb, we take customer service very seriously and we have invested heavily in technology that will support our agents to provide exceptional service and support to our clients. One of the key reasons we purchased Composer RTSA from Noble Systems was to complement our existing Noble technology, allowing us to identify areas of the scripted conversation not going to plan for our agents and to proactively notify them during the call. With Composer RTSA, we can listen out for key phrases to ensure that 100% of calls are in compliance and that any customer or agent issues are flagged in real time, rather than after the event”.
Colin Chave, General Manager, Noble Systems said “We are delighted that permanent tsb have invested in Composer RTSA, and we are looking forward to seeing them quickly realise their return on investment and at the same time improve their customer journey and increase agent satisfaction”