Leveraging Customer Sentiment

Leveraging Customer Sentiment, Custom Keyword Analysis, and PII Detection with Echoz

Echoz is a state-of-the-art call center transcript analyzer that offers powerful features like customer sentiment analysis, custom keyword tracking, and Personally Identifiable Information (PII) detection. These capabilities provide call centers with deep insights into customer interactions, enabling performance improvement and enhanced security. This case study explores how Echoz helped to improve client’s call center performance and security.

Challenge

Our client identified several key challenges affecting their call center operations:

  • Understanding Customer Sentiment: Difficulty in gauging customer emotions during calls, leading to missed opportunities for improving customer satisfaction.
  • Keyword Tracking: Inability to efficiently track and analyze specific keywords relevant to their services, products, and promotions.
  • Data Security: Ensuring the protection of sensitive customer information (PII) during calls.
Solution

Echoz was integrated into their call center operations to analyze call transcripts and provide detailed insights into customer sentiment, track custom keywords, and detect PII. Key features utilized include:

  • Sentiment Analysis: Echoz employed advanced sentiment analysis to assess customer emotions and satisfaction levels during calls.
  • Custom Keyword Analysis: The platform tracked and analyzed specific keywords relevant to the company’s policies, domain and services, and promotions.
  • PII Detection: Echoz automatically detected and flagged PII to ensure compliance with data protection regulations and enhance security.
Keywords-category-count-by-agent
Keyword-category-count-by-disposition
Implementation

The implementation of Echoz followed a structured approach:

  • Integration: Echoz was seamlessly integrated with existing call center infrastructure.
  • Training: Call center managers and agents received training on how to use Echoz and interpret its insights.
  • Pilot Phase: A pilot phase was conducted with a select group of agents to test and refine the system.
  • Full Deployment: After successful testing, Echoz was rolled out across the entire call center.
Results

Following the implementation of Echoz, the company observed significant improvements in various aspects of its call center operations:

  • Enhanced Customer Sentiment Understanding: By analyzing customer emotions for each call, agents could adapt their approach, leading to a 20% increase in customer satisfaction scores.
  • Improved Keyword Tracking: Custom keyword analysis allowed to better understand customer concerns and interests, resulting in more targeted and effective responses during calls. This led to a 15% improvement in first-call resolution rates.
  • Increased Data Security: PII detection helped safeguard sensitive customer information, reducing the risk of data breaches and ensuring compliance with data protection regulations. This enhanced security boosted customer trust and confidence.
Conclusion

The integration of Echoz into call center operations not only improved performance and customer satisfaction but also significantly enhanced data security. By leveraging customer sentiment analysis, custom keyword tracking, and PII detection, Echoz provided valuable insights and ensured the protection of sensitive information, leading to a more efficient and secure call center environment.