Call Center Sentiment Analysis: Client Relationships Redefined

The organization was having a difficult time collecting and processing feedback from their clients. With hundreds of calls and emails a day, clients were offering up plenty of information, but the company had no method of analyzing and categorizing the nature of the calls and emails or the quality of their client relationships. Short of manually listening to and transcribing each call, or reading through every email, there was no way to centralize and gain performance insights from the vast quantities of data without making a significant change. We teamed up with the company to design a customer sentiment analysis solution – paving the way for meaningful client engagement, higher satisfaction rates, and greater insight.

RESULTS AT A GLANCE

  • By finding a way to monitor the ongoing attitudes of its customers the manufacturer hoped to increase customer loyalty and, ultimately, grow market share and profit.
  • We teamed up with this organization to design a customer sentiment analysis solution.
  • Our team employed a variety of Azure technologies in addition to on-premises resources to execute the manufacturer’s need for a 360° view of their customers.

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