Introducing Talkdesk Predictive Customer Analytics: Customer Sentiment Score (CSS) - Talkdesk - ContactCenterWorld.com Blog
Today, we’re announcing Customer Sentiment Score (CSS), a new kind of call center feature that allows companies to understand customer sentiment as well as predict potential customer unhappiness and proactively address it. Details of the new feature, which is currently available in beta, were unveiled at the Opentalk Summit today in San Francisco.
Why did we create Customer Sentiment Score?
Modern call centers use data to inform their day-to-day operations. They seek to optimize KPIs, such as average time in queue and service level, in order to streamline customer interactions and promote loyalty.
Comprehensive reporting and data provide managers deep visibility into call center operations, but can sometimes obscure more subtle customer needs. Behind all of the queues and cases, there are individuals. Managers who miss the person behind the number risk alienating customers.
At Talkdesk, we are working to humanize the call center experience without shifting away from a data-centric mindset. We care a lot about call center KPIs, but we care even more about your customers. That’s why we created the Customer Sentiment Score.
How does Customer Sentiment Score work?
At the end of each call, Talkdesk will automatically send the caller a text message asking them to rate their experience. Callers can then reply with a score from 1 (Worst) to 5 (Best) to express their level of satisfaction with the call experience. CSATs delivered via SMS are proven to have some of the highest response rates when compared to post-call surveys delivered via email or phone.
The call center agent will also be prompted at this time to give feedback on what they think the customer’s mood was during the call. This will take place as a part of after call work and will simply require one click on one of five highly-expressive emoticons. The Customer Sentiment Score agent interface has been designed to be playful, seamless, and frictionless.
Caller- and agent-provided data will be combined with other potentially influencing relevant factors, such as the caller’s wait time, the time of day of the call, the caller’s call history, and much more. These inputs will be fed into an algorithm that will calculate the customer’s Customer Sentiment Score.
By allowing callers to submit a score rating their satisfaction with a call and allowing agents to submit a score rating the caller’s satisfaction with a call, Talkdesk enables a closed feedback loop that goes beyond basic CSAT (Customer Satisfaction). With parties on both sides of the line weighing in, we are able to develop a 360 degree view of the caller and build empathy by encouraging agents to constantly consider the feelings of the caller.
In what situations does Customer Sentiment Score apply?
There are many applications and possibilities for the Customer Sentiment Score. In fact, our team is coming up with new ones everyday! Here are a few we’ve come up with so far:
- Most managers know intuitively that long wait times are associated with lower customer satisfaction. The Customer Sentiment Score feature will enable managers to pinpoint at what wait length the scores begin to drop. This data can help to inform staffing decisions.
- A call center manager may find something seemingly unintuitive – as Average Handle Time increases, so does Customer Sentiment Score. Upon looking into this, they may find that longer calls tend to involve rapport-building with customers that then improves their satisfaction. This information can help managers deal with the Average Handle Time KPI appropriately by not attempting to reduce it.
- When an incoming call is ringing, an agent can see the calculated Customer Sentiment Score of that caller and mentally prepare herself for the call based on it. Perhaps Talkdesk has identified that this caller is very unhappy because his last two call experiences were poor. This agent can then begin the call by offering a tailored, meaningful apology and then provide assurances that she will do everything she can to resolve his new issue promptly.
Talkdesk Customer Sentiment Score is currently in closed beta. It will be available later this year.
Publish Date: May 17, 2016 5:00 AM
2020 Buyers Guide Recruitment Products/Services
|2.)||TactiCall Recruitment Services|
TactiCall Recruitment Services
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
View more from Talkdesk
Recent Blog Posts:
|Talkdesk Successfully Achieves SOC2 Type II Certification||March 7, 2018 5:00 AM|
|How to Reduce Abandonment Rate in Your Contact Center||March 5, 2018 5:00 AM|
|7 Key Challenges That Hinder Agent Performance||March 2, 2018 5:00 AM|
|5 Reasons to Ditch Your On-Prem Call Center in 2018||February 26, 2018 5:00 AM|
|Call for Stories: 101 Customer Stories Contest is Open!||February 21, 2018 5:00 AM|
|A Cheat Sheet for Innovative Contact Center Metrics||February 14, 2018 5:00 AM|
|7 Types of Phone Calls Where You Should Screen Share||February 13, 2018 5:00 AM|
|Don’t Put Contact Center Implementation on Hold||February 8, 2018 5:00 AM|
|Apply Today to Speak at Opentalk 2018||February 6, 2018 5:00 AM|
|Contact Center Agent Performance: No Room for Sacrifices||February 2, 2018 5:00 AM|