The 19th-century American author Mark Twain wrote, “A man’s character can be learned from the adjectives that he habitually uses in conversation.”
Twain’s famous statement is still relevant. But little did he know that AI-powered speech analytics would revolutionize the ability to understand a person’s sentiment in a telephone call.
Today, every call is an opportunity to go deeper into customer feelings.
“Sentiment analysis provides more meaningful data to understand the impact of each call,” said Anthony Perez, Manager, Marketing & Business Development, MiaRec. “Quality managers can get to the causes of problems faster and compare them with other data points or by topic.”
The Contact Center: The Crucible of Business Data
The contact center is typically the first point of contact before or after a sale. Agents only have minutes to answer a customer question. If a customer becomes annoyed, they’ll walk.
With speech analytics technology, businesses can go deeper into customer sentiment, and take action to correct service problems, removing pain points that enhance customer loyalty.
Conversations Reveal. Extracting Meaning
When customers call, they give themselves away with their language. And that’s when a customer’s honesty is at its peak providing raw, unfiltered thoughts and feelings.
With speech analytics, unfiltered customer thoughts and feelings reveal unmet needs, which leads to insights and action.
Speech analytics scans for topics and drills down into specific words and phrases, which uncovers unexpected opinions.
Better still, speech analytics can review 100 percent of all calls. That can improve agent performance and allows them to engage at a much higher level.
MiaRec: Speech Analytics Simplified
MiaRec’s sentiment analysis technology offer versatility, saving time by guiding quality management evaluators to listen and analyze certain parts of calls and pinpoint precisely how they spend their time.
MiaRec goes beyond keyword analysis and topical evaluation. The platform enables managers to reach across departments and teams, such as sales, shipping, fraud prevention, and billing. MiaRec’s solution opens a window into any team member or department where voice and video are in play.
“We offer an extra data point to help provide more context,” Perez said. “Call centres have relied solely on surveys and focus groups. Sentiment analysis captures the raw emotions in the moment,” he explained.
Managers can also evaluate how customers feel about marketing and ad campaigns, going beyond the traditional survey, which is only a snapshot after the fact.
MiaRec Sentiment Analysis – Simple and Easy to Use
MiaRec’s sentiment analysis technology provide data visually, making it easier than poring over reports in text-driven formats. It displays customer sentiment with a numerical score, an associated emoji, and a color code within the keyword list and transcript.
The MiaRec speech engine analyzes identified keywords for positive or negative customer sentiment. The frequency of positive or negative keywords is tabulated with a customer score, an agent score, and a final overall sentiment score which is the average of the two. These are automatically tabulated and symbolized by the appropriate emoji.
The Stakes Are High
Companies understand that a successful call is as important as their products and services. If they get their contact center operations right, it can mean significant revenue. But if they don’t, the outcomes can be disastrous, with unhappy customers, high abandon rates, reputational damage – and worse – missed sales.
Click here for more information on sentiment analysis, one of the many features of MiaRec’s Conversation Analytics platform.
