Every phone call made into a business is a potential learning opportunity. The voice of customer in the calls alone can provide insights that were not had before. This means that it is something that should be paid attention to.
What Can Be Learned?
Just by listening to the voice of the customer, it almost always can be determined if the caller is male or female. An approximate age may be determined as well. Aside from this demographic information, the voice of the customer may lead one to believe that the customer was feeling one way or another when they made the call. It can often be picked up if they are angry or confused when they call among other emotions. That is information that can be used later.
How This Information Can Be Used
What good is it to know that a customer is confused or angry or even pleased? Well, the answer to that question is simple. Knowing the mood of the person will lead you to hopefully make any corrections necessary to keep that customer pleased with your company. It can help you to give a clearer answer to the questions that they are asking in the future.
Start Collecting Data Today
One telephone conversation does not paint the full picture of what is going on for you. Rather, you need a larger sampling to fully understand everything that is happening throughout the company. This comes from collecting as much data as possible. You should start this process today so as to capture as much of that critical data as possible.
Contact us if you want to know more about collecting this data and how it can benefit your business operations.