Waltham, MA, USA, Oct, 2019 -- CallMiner, a provider of speech and customer engagement analytics solutions, unveiled the findings of new data analysis on consumers’ use of profanity when they call the contact center. In a review of more than 82 million calls, the data indicates that callers are becoming more frustrated with issue resolution and are using profane language to verbalize their displeasure.
In a new infographic entitled, What the %!#* is Going On, CallMiner outlines the critical issues related to customers using profanity when calling the contact center. Key findings from the analysis include:
87% of calls with customers using profanity contain profanity throughout the duration of the call.
Calls with consumer profanity usage are on average 8.3 minutes longer than those without.
The top 5 reasons callers are angry include: long wait times, having to repeat themselves from one contact channel to the next, failure to have their issue resolved on the first call, long messages before being routed to the right person, and calls that are misrouted after speaking to a call center employee.
"Customers using profanity when calling the contact center isn’t just rude, it’s a strong indicator that some part of your operation is falling short," said Jeff Gallino, founder and chief technology officer at CallMiner. "Consumer use of profanity in the contact center is a key behavior worth tracking as it is a measure of customer experience and client sentiment, and negatively impacts the working environment for your agents. Any way you slice it, when profanity becomes prevalent, your business is impacted."
Direct customer interactions are extremely valuable to a company’s bottom line and when customers use profanity in contact centers it hurts performance, client relationships and accelerates agent churn. Contact center agents need to be able to de-escalate volatile situations – assisting consumers more efficiently and proactively. Speech analytics technology provides the insights companies need to track patterns of customers using profanity and to identify areas for training and improvement.
Posted by Veronica Silva Cusi, news correspondent
CallMiner is a provider of enterprise speech analytics. CallMiner believes that resolution is the fundamental driver of positive customer experiences. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.
Published: Friday, October 18, 2019
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