Sense and sensitivity in the call centers

By: trademagazin Date: 2009. 11. 12. 00:02

Due to legal obligations the telephone customer service operators have to record the dialogue, and store it for five years. With the usage of an analysis software the companies can provide strategic information for the sales and marketing department.

The customer service of a large company with large clientele can receive up to 35 thousand calls a day. By the recording the discussions, many useful datas can be collected every day.
The software is not only recognizes the feelings of the dialogue, but can find the specific location and frequency of occurrence of the words. Thus, for example, may turn out that what is typically causes the churning of the customers or why they turn to other competing companies.

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