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As call centers become increasingly data-driven, adopting concepts such as NPS and CES have quickly become the norm for businesses trying to keep up with growing customer expectations. While these metrics are a step in the right direction, they cannot capture the full picture behind what drives customer satisfaction and loyalty.
Customer Sentiment Score (CSS) is a new call center KPI that provides a 360° view of customer happiness. The metric is a comprehensive value calculated in real-time using Talkdesk’s proprietary analytics algorithm. Going beyond traditional customer-oriented metrics, CSS can help predict potential churn while also empowering teams to proactively address it.
Immediately after a call ends, Talkdesk automatically sends a CSAT survey via SMS to customers. SMS is a user-friendly, low-friction channel that has been shown to provoke substantially higher response rates than traditional IVR surveys.
On the other end of the line, the agent is prompted to assess the mood of the customer they just helped by selecting from three different emojis. Knowing that this input will be required after every call motivates agents to keep the customer experience front and center throughout the conversation.
Talkdesk calculates CSS based on customer and agent inputs as well as other relevant call center factors. Unlike other customer-oriented metrics, CSS is a composite measurement that is the output of a real-time, machine-learning algorithm.
On a dedicated reporting page, supervisors will be able to view more information about each individual CSS score. Scores can be correlated with call center factors (wait time, handle time, etc) to optimize workforce management and identify additional opportunities for agent training.
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