Understanding Customer Call Sentiment & Emotion
Understanding customer sentiment is crucial to offering them the best possible experience. That's why call 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 benfits of sentiment analysis and emotion detection.
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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 Dental
Emotion Detection
While similar to call sentiment analysis, emotion detection uses a more nuanced analysis of both acoustic and linguistic signals to segment calls based on series of sounds. CallFinder's emotion detection feature detects subtle changes in these signals to deliver KPIs based on Negative, Neutral, and Positive outcomes. Decide which agents need further coaching in any category within seconds using the emotion metrics as your guide. Accessing and analyzing customer emotions is valuable to businesses because it allows QA Managers to monitor contact center performance, specific agent performance, and customer experience metrics. Browse our case studies to learn how other businesses benefit from using this feature.
Browse Our Case StudiesHow Sentiment Analysis Works
CallFinder’s transcription engine uses intelligence gathered within interactions to scan calls for specific words that imply a certain 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 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 agent performance.
Take the guesswork out of Quality Assurance & take control of Your Success
CallFinder's solutions transcribe and analyze every recorded customer interaction to provide a nuanced understanding customer 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.