Call mining

When I was young, I worked in a call-center for a summer and I did experience in my skin how prickly the clients can get. Our calls got monitored at random by the supervisor, but that didn't prevent some of the operators from being rude with clients that threatened to switch company and did churn or some of the most critical consumer demands to go unnoticed. One of my colleagues even transferred «uneasy» calls to his own mobile and dispatched them in the most uncouth manner in the bathroom.

That wouldn't have happened if our company had conversation analysis technology like CallMiner. This technology analyzes all the content collected from Contact Center calls and applies sophisticated algorithms to extract important information such as trends in consumer satisfaction. Next time you threat to switch company or reclaim better rates, just think that someone might be taking note, even if that someone is not human.


tags: call mining, mining, churn