Your Call Centre writes a book a week....
and no-one reads it.

Find out how text analysis changes all that forever…

Your Call Centre Agents are 'front of house' and therefore hear first hand your customers' frustrations and satisfactions. They even document it, but what do you do with this information to turn it into 'insight'?

Whirlpool generate 4.5 million comment records per year. Sources of information are inbound call records, but also inbound email, web comment forms and even IVR recordings. They implemented a text analysis solution to work out the topics, sub-topics and sentiment of topics from this vast pool of information. It enabled them to become alerted to issues related to manufacturing problems and reduce the time lag for evasive action from 2 months to 2 days. With a production volume of 20,000 units per day, and with certain geographies experiencing 100% 'failure', the financial impact is easy to see. Tangible cost savings included product exchange mitigation and early warning detection on new products. The 'intangibles' were customer satisfaction, increased loyalty, better insight into new products and strong identification of possible marketing opportunities.

Text Analysis creates your organisation's 'digital detectives'. The technology can even be deployed to automatically look at external blog and review sites on the Internet. Whirlpool now track and analyse comments from:

• youtube.com

• epinions.com

• consumeraffairs.com

• viewpoints.com

• complaints.com

Rant & Rave can help evaluate and analyse existing comments you might have from survey verbatims, call centre notes, emails or web comment forms. We can also help you implement solutions to get these comments from your customers - see our Hallmark, BOC and Rangers FC Case Studies. Finally, we can go and find out what customers 'whisper' about you behind your back by agreeing with you to aggregate data from some pre-agreed websites containing reviews. At the heart of Rant & Rave is the award-winning Sentiment Engine, which turns bags of words into Topics and Categories, alongside scored Sentiment.

Have you heard about the 'Sentiment Challenge'?

We are keen to show you the insight and value in your customer comments. We also think we can save you time and money by processing them faster and more cost-effectively than any other methods available in the market today. However, you probably will not believe us, so we are inviting you to send us 1,000 comments and in the space of 24 hours, we will analyse them and present it back on a web dashboard for you to see the power of the platform for yourself.

If you want to take us up on this challenge, please don't hesitate to call Annette Mulryan or Duncan Ramm on 02476 011910 or email

sales@rapide.co.uk


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