February 3, 2014

Call Centers Read Emotions

Call centers do more than listen to your customers. Part of the training a call center representative receives is to read the emotions within the words. This not only aids in higher customer satisfaction rates, but can help key in on problems within your business.

Customer Satisfaction Rates

When the call center representative reads your customers emotions, it helps decode how to approach them. If your customer is happy and friendly, then the representative mimics that emotion back. When your customer is angry, however, the representative needs to maintain a calm, respectful manner while addressing this. Most often, customers do not simply state they are angry, but rather use key phrases. These may be, “I can’t believe this!” or “Come on!” Key phrases, along with tone, allow the call center reps to know how to react. This leads to higher customer satisfaction rates because the customers feel heard and responded to.

Finding Problems

If you notice business declining or lower satisfaction rates, knowing these emotions can help you find the problem. Each phone call is recorded, and your call center can search for key phrases. When you search for these, you may find an increase in frustration. Then you can listen to the recordings to find what customers were complaining about. You may find delivery times slowed, unfriendly service occurred, or emails and phone calls were not responded to. You then know how to address the problem and improve customer satisfaction.

All your call center representatives have the chance to read your client’s emotions through tone and key phrases. It optimizes their experience by personalizing the conversation and answering their needs. Not all call centers can offer this type of service.