(CNN) -- Calling a complaint hotline can cause some people's blood to boil, even leading unsatisfied customers to terminate their business.
Trying to avoid these problems, many call centers are enlisting new technology to help listen to consumer complaints and respond more quickly.
Florida-based Precision Response Corp. is one such company.
The customer service call center logs more than 1 million inquiries a month, answering questions and fielding complaints for 90 companies with such household names as American Express, AT&T, British Airways, DirecTV, Federal Express, AARP and Priceline.com.
To improve customer service, Precision started using Nice Perform to monitor calls. The technology was developed by Nice Systems, an Israeli manufacturer specializing in digital voice and data recording systems as well as security and surveillance products.
The software records everything surrounding a customer support phone call: the consumer's voice, the representative's voice and what appears on the representative computer screen.
"We're able to monitor the customer interaction, what the consumer is looking for," said Precision Chairman and CEO John Hall. "We're able to monitor what our own agent's performance has been."
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