How we can help your industry

CRM and call centres

Would you like to have an automatic and qualitative measure of the satisfaction of callers using your call centre?
Would you like to be able to measure the performance over time of your agents in achieving customer satisfaction and to know which agents are unable to provide a satisfactory service?
Do you wish you could measure the success of your call centre as a means of winning new contracts or monitor the performance of the outsourced call centre you employ for your campaigns?

Our emotion recognition technology can measure the feelings of callers to your call centre and return a performance level of how well your staff are able to improve their satisfaction. We can summarise the performance of individual agents, teams, or whole call centres in providing customer satisfaction over periods of single calls, hours, days, weeks or campaigns. We can provide information about the types of emotions of callers and the emotions exhibited by your agents in dealing with calls. We can also provide your agents with information about the emotional state of the caller before the call is answered or route highly emotive callers to those staff better trained to deal with such callers. We can also summarise the agent or call centre performance as a means of monitoring and improving quality of service and building new contracts.

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