Understanding Customer Call Sentiment
Understanding customer sentiment is crucial to offering them the best possible experience. That's why caller voice sentiment analysis and emotion detection are included in all of CallFinder's products to help businesses determine whether the overall experience of any conversation is positive, negative or neutral. This valuable feature monitors the customer experience to understand how callers feel about the company as a whole, including brand and product sentiment, how the company compares with competitors, and any other aspect of the customer experience. Browse our products to learn more about the benefits of voice sentiment analysis.
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Video Testimonials
"We did not have a tool that allowed us to measure empathy on agent calls. CallFinder allows us to track empathy on every call."
Mitchell Taylor
Director of Collections, Methodist Health System
"Empathy and compassion in our call handling is most important. With CallFinder, I am able to spend much more time coaching agents."
Jennifer Small
Lead Admission Specialist, Aware Recovery Care
"Empathy and putting yourself in that patient's shoes is key. Relationships with our customers are what keep them coming back."
Erin Carmona
Director of First Impressions, Best DentalHow Sentiment Analysis Works
CallFinder’s technology scans calls for specific words that imply a certain caller sentiment. At its simplest, call sentiment analysis uses specific words and phrases to quantify the mood of a conversation.For example, if during a customer conversation the words “I’m so happy with my new…” are spoken, this indicates a positive sentiment, whereas the words “You’re not understanding my needs…” would be scored as a negative sentiment. When voice sentiment analysis scores are compared across a selection of data, such as a date range, variable agents, and more, the data gathered can be used for a variety of benefits, including elevating the customer experience and improving contact center agent performance.
Optimize Call Quality Monitoring Efficiency with Automated Sentiment Analysis
CallFinder's solutions transcribe and analyze every recorded customer interaction to provide a nuanced understanding caller sentiments while uncovering agent knowledge gaps and conversational trends so you can improve the areas that matter most to your business. Our advanced solution also includes automated scorecards and an experienced Speech Analyst who works with you to set goals and create strategies to ensure that you get the outcomes you want and the most value out of our solution. Take a quick tour of CallFinder and start taking control of your success.