October 28, 2021

Call Center Sentiment Analysis is Vital to Customer Expierence

What is Customer Sentiment Analysis?

Customer sentiment analysis is an analytical technique used by companies in order to gain insights into their customers’ opinions, attitudes or emotions towards them. It helps businesses understand what they are doing right and wrong with regard to their products/services as well as provide recommendations for improvement. CSA has become increasingly important because it provides valuable information on consumer behavior which allows marketers to better target consumers based on their needs and wants.

Why is this Important For Your Business?

The importance of this type of research cannot be overstated. As mentioned above, knowing whether or not your business is meeting its goals is essential if you want to grow your brand. If you don’t know why people aren’t buying from you then there’s no way you’ll ever get them to buy from you! Through analytic tools, you will be able to quickly find out exactly who isn’t happy with your product or service so that you can take action immediately. You may even discover new ways to improve your offerings to increase sales.

What is Sentiment Analysis in a Call Center?

In a Call Center environment, sentiment analysis refers to analyzing call center conversations between agents and customers/clients. These customer calls can include both live phone interactions and online chat sessions. Within the customer interaction, the goal of these analyses is to determine the emotional tone of the conversation, i.e., positive sentiment vs negative sentiment. These types of analyses help organizations learn more about their client base and allow them to adjust their operations accordingly. They also enable managers to monitor performance and ensure quality assurance. Since contact centers gain these insights in real time, customer experience management becomes easier. The data collected through sentiment analysis enables organizations to create personalized experiences for each individual caller. Moreover, customer feedback allows companies to build stronger relationships with clients and ultimately achieves a positive sentiment score and drives higher levels of satisfaction.

Strengths & Weaknesses of Sentiment Analysis to Improve a Call

During a call, it is essential to identify customer issues before they escalate. By identifying problems early in the customer conversation, you can prevent escalation and reduce costs associated with lost revenue. Angry customers often have a tendency to hang up when asked questions. Therefore, it is crucial to ask open-ended questions during the initial stages of the call. Once the agent identifies potential concerns, he should follow up with additional questions to gather further details and allow sentiment analytics record data and develop valuable insight. These rougher and negative interactions are the most transformative since agents can get a better understanding of customer expectations, and thus make adjustments to future communications to reduce negative attitudes.

Alternatively, happy customers tend to leave positive customer input. Words spoken by the caller such as “I love” or “Thank you.” These types of customer opinions and phrases indicate positive sentiments and could potentially lead to increased revenues. Overall, sentiment-detailed records of past interactions gives agents the opportunity to analyze patterns and trends within the organization. With this knowledge, it allows stronger agent performance where they can anticipate how best to handle similar situations in the future to maintain customer loyalty.

What are the Benefits of Using AI-powered Customer Service?

It’s no surprise that many businesses are now using artificial intelligence technology to improve customer services. Below are benefits of sentiment analysis:

Emotion Detection

AI powered customer service allows users to understand and incorporate the tools of customer sentiment detection. Through deep machine learning, it automatically detects emotions from natural language processing, voice quality, and speech recognition. It then trains models to detect those emotions. This system has been used successfully across multiple industries including healthcare, finance, retail, travel, insurance, education, and government, etc.

Intent Analysis

Within the customer service calls, contact center AI and sentiment analysis helps to improve customer retention rates. A customer service agent can use this information to provide customized services that will satisfy the needs of different individuals. For example, an airline may offer special deals on flights based on whether the passenger’s intent is to book a flight now or later. In addition, the company can send out emails to its existing customers who were not satisfied with previous communication efforts.

Customer Satisfaction Prediction

In relation to both concepts above, the ability to accurately predict customer satisfaction provides businesses with the power to deliver great customer care. Companies like Amazon, Netflix, Google, Facebook, Apple, Microsoft, Uber, Lyft, Airbnb, and many others rely heavily on contact center sentiment analysis and its predictive algorithms to increase customer satisfaction. Artificial intelligence and predictive algorithms are able to assess user behavior and preferences to recommend products and services that match the customer’s interests, therefore providing exceptional customer experiences.

Improve Agent Sentiment

Sentiment analysis technology can also be used to monitor how each individual agent communicates within calls. The data collected through these systems allow companies to identify which agents have high levels of negative emotion and low levels of positivity. Based on this information, managers can better coach agents or make adjustments to their training programs so that all employees receive appropriate feedback.

 

Conclusion

Sentiment analysis and other contact center analytics technologies help organizations gain valuable insights into what makes people tick. They give them the chance to learn more about their clients and prospects, allowing for improved customer experience. Contact centers today must adapt quickly to changing market conditions and consumer demands. To do so, they need access to real time data and actionable insight. To learn more about sentiment analysis or other contact center quality assurance services such as speech analytics, coaching, etc. contact us today!

Image from LumenSoft Technologies on Unsplash