Continental Airlines segments calls with speech analysis
Continental Airlines is deploying Witness Systems' speech analytics system in its Florida-based reservation centre. The system helps Continental to leverage the customer data and feedback it already captures in order to make more informed decisions.
Continental Airlines employs more than 900 customer service representatives in its Tampa centre, and classifies customer calls into more than 50 categories for analysis, including sales calls, flight information, seat assignments, reconfirmations and OnePass reward redemption. Using eQuality CallMiner, it 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 reservation centre by automating the process, saving significant time and resources.
Assists with decisions The system uses speech analytics technology, data-mining and trend-minding capabilities to analyse customer interaction content, enabling Continental to categorise customer interactions by call type, as well as provide metrics about which customers call the reservation centre and why. This call classification process assists the airline with decisions about which calls to direct to its internet, self-service or automated speech system channel, thereby reducing expenses in the reservation centre and freeing call centre agents to handle high touch customer service and high value, revenue-generating calls.
Insight from eQuality CallMiner also provides Continental with the information necessary to better manage and leverage its resources. Further, management can review a much larger sampling of interactions, thereby gaining the key metrics and perspective necessary to drive strategic business objectives.
According to 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 what's happening in our business and better enables us to focus on service excellence."
Significant ROI Continental has achieved significant ROI through its use of the eQuality Balance customer interaction recording and eQuality Evaluation performance assessment solutions. These measurable results include increases in e-ticket sales and vendor transfer programmes, as well as increases in first call resolution, productivity and quality scores.