Obviously this isn’t the first time you’ve heard somebody tell you that customer satisfaction is critical to customer loyalty. Certainly we hope you’re aware that customer loyalty is a key contributor to profits -- pretty much any reputable study will show that customers are far cheaper to keep than to acquire, and get more profitable the longer they stay with you.
But it’s devilishly hard to quantify customer satisfaction, much less measure and track it.
Speech analytics leader UTOPY (News - Alert) offers a way to measure customer dissatisfaction on any call, company officials claim, “by precisely and comprehensively analyzing all calls. UTOPY detects any indication of customer dissatisfaction within every conversation by accurately analyzing the entire interaction.”
Again, it’s measuring almost exclusively dissatisfied customers, since satisfied customers rarely call in to say what a great job you’re doing.
One advantage to the UTOPY approach is that it can link post-call customer surveys directly to the actual call so the actual interaction can be heard and the survey results be tied back to specific agents, call reasons, products or more.
The product uses what UTOPY calls “Emotion Detection technology” to identify and measure any changes in tone of voice, anger, frustration, elation, or other displays of emotion, and then use analytics to “identify the call reasons, products, processes or agent performance deficiencies which are causing customer dissatisfaction and predict future customer satisfaction levels.”
UTOPY also offers dashboards, alerts and reports that further help by recommending concrete actions that “can be taken to improve customer satisfaction and facilitate the required workflow, enabling such resolutions to be easily executed.”
They give the example that when the UTOPY Customer Satisfaction solution discovers that particular agents need some more training or coaching to correctly handle specific types of calls, those recommendations are passed on to an Intelligent Coaching module, which is designed to help schedule and conduct such helpful sessions.David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Tammy Wolf