Too little - too late
The truth about negative reviews
By examining online customer complaints, we can gain an important insight into the causes and solutions to customer churn.
According to the Better Business Bureau, consumer complaints are resolved 90% of the time when the company responds to them.
The question is: What didn't this resolution process happen sooner?
Did these unhappy customers fail to express themselves before filing? The answer is "No." Their statements describe multiple unsuccessful attempts to resolve their grievance with the company, citing unreturned calls, misinformation, and unfulfilled promises.
Did the companies involved simply ignore these grievances? That seems unlikely considering that companies respond to BBB complaint 79% of the time. More likely is that too many unhappy customers fall through the cracks.
Quick, easy, inexpensive
At first glance, identifying angry callers sounds easy. In fact, not all angry callers are loud and demanding. Others are shy and naturally hesitant to express their emotions. Still others are passively aggressive, hinting at their dissatisfaction without actually stating it.
These invisible complainers pass undetected through the call center system until their words pop up later in a scathing online review or they simply drop off the radar.
We can identify these individuals much earlier than previously possible.
Our proven technology analyzes recorded conversations and rates a customer's degree of satisfaction based on the sound of the person's voice.
With this data, call centers can immediately identify angry callers and de-escalate their concerns before they walk out the door.
How it works
Upload audio files
Listen to problem calls
Upload audio files
Recorded conversations are uploaded to our secure online portal where our language-neutral technology analyzes 151 variables in a speaker’s voice and identifies the caller's true emotions.
Download report
Listen to problem calls
Upload audio files
Based on that data, our system generates a report that rates every call on a 1-5 scale with 1 being the most likely to contain angry speech and 5, the least likely
Listen to problem calls
Listen to problem calls
De-escalate angry callers
Supervisors listen to the problem calls and decide what actions are needed to de-escalate the caller and what further training may be needed for agents.
De-escalate angry callers
De-escalate angry callers
De-escalate angry callers
Specially trained agents reach out to unhappy customers to express understanding, convey respect, and suggest ways to remedy the caller's concerns.
Re-train problem agents
De-escalate angry callers
Re-train problem agents
Supervisors use recorded conversations to teach agents how to recognize unhappy customers, mitigate conflict, and find satisfactory solutions for caller concerns.
Evaluate agents/center
De-escalate angry callers
Re-train problem agents
Contact centers use call data to objectively evaluate individual agent performance and the overall success of the center over time.
A world of benefits
More revenue
Typically, customers stop buying when they become angry with a company’s products or services. By identifying, re-contacting, and de-escalating angry customers earlier in the process, a company can retain customers who would ordinarily leave and prevent them from posting revenue damaging online reviews.
Happier agents
Dealing with angry callers is one of the greatest challenges faced by an agent. With a more complete view of the problem, managers can reduce that burdens on agents by changing counterproductive procedures, improving workflow, establishing better communication between sales and service, and implementing better training using real-world examples.