The system, which will be rolled out in BT Retail's call centres in Newcastle, Doncaster and Glasgow, will enable the company to record only calls that are causing problems for any of BT's 2,000 telemarketers, for later analysis.
This will enable the company to play back a call that has resulted in a significant change to a customer's account, such as the cancellation of its contract, so that the company can learn why the call has ended in a certain way.
BT Retail says it will also use the system to ensure that call centre staff receive training about anything during the call they appear to have had difficulty with.
BT Retail marketing operations and sales has appointed Eyretel to provide its customer contact centre analysis system, which is being integrated into BT's existing call centre technology.
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