Business Benefits

“Castel Detect™ has revolutionized the way our agents listen to customers. Having the ability to see the emotion levels for both sides of the conversation separately, agents are motivated and succeeding in delivering customer service excellence,” said Pruzansky. “Our business has experienced a drop in customer complaints and an increase in customer compliments.”

– Lenny Pruzansky, CEO, (Castel Detect™, v1 Installation, March 2012)

 “We were very aware of the application’s benefits prior to installation, however the immediate effects have transitioned into department-wide improvements, including increased employee morale and decreased customer complaints.” The call centers are now experiencing a 54% decrease in customer calls to their Quality Assurance Team (Resolve It! Professionals). Agents are managing escalated customers much more effectively through the use of the Castel Detect™, as its agent dashboard appears right on the agent’s screen. In addition, unresolved customer issues have decreased as well. Castle adds, “This application has enabled our agents to better identify escalating issues which equates to more quickly resolving issues, collecting payments more efficiently, reduced call time, and stronger agent/customer relationship.”

- Aaron Castle, COO, Northstar Location Services (Castel Detect™, v1 Installation, October 2011)

• Reduced customer complaints
• Reduced non-compliance exposure
• Reduced post-call auditing investigating
• Reduced call handle time
• Objective, advantageous reporting
• Empowered, self-monitoring agents adhering to business processes and procedures
• More efficient management team, focus their attention on agents while calls are live
• Robust reporting easily identifying opportunities to train, counsel, and reward agents