Published on : Monday, November 20, 2017
The Travel Network Group has announced the launch of a voice analysis software which will help the members hone their sales and staff training skills.
The technology was revealed to the delegates at the consortium’s 2017 overseas conference in Monaco where the chief executive Gary Lewis said that its introduction will measure performance in a different way.
The delegates saw the presentation where Lewis explained how the programme would record the real-time conversation between the agents and the clients, which would further get formulated into text and analysed by artificial intelligence.
The data will be later collated at the TTNG head office located in Woking that will be enable the consortium’s team to study how should member should approach the sales process and offer advice and guidance along with being a helping hand in handling the customer complaints.
One can see and benchmark the performance of a conversation in the sales process in a live environment.
The technology has been on trail over the last three months by the members of street retail stores and call centres. The system is expected to roll out by the first quarter of 2018.
Lewis added that the technology will improve the ability to stay relevant and improve the services being offered to the customers.
Despite the advancements the voice analysis software would provide it will only be workable if it is in sync with the experience and the skill of the people involved.
Lewis was positive that to put members to trial different approaches and methodologies in their behavior and business approached will be helpful.
The technology being rolled out is about performance and applying the use of technology in an innovative way.