Redundancies as a factor in positive evaluations by call center customers

Abstract

A call center functions to collect and accumulate information. Many enterprises analyze customer voice data and try to use the results for corporate management, such as improving the quality of operator response and handling complaints. In this study, text analysis was conducted on customer–operator conversations at a call center to verify the effect of redundancies on conversations considered effective in achieving customers’ positive evaluation. Specifically, we conducted text analysis on conversations effective in achieving customers’ positive evaluation and those considered not effective. The results showed that redundancies in conversations were related to customers’ positive evaluation.