Characteristics of call center conversations that are positively evaluated by customers

This study's aim is to determine the characteristics of “call center conversations that are positively evaluated by customers,” based on analysis of transcribed speech data and duration. The practical problem faced by call centers, namely that even if the same operator uses the same frequently asked questions, a positive evaluation is not always obtained, is not described in customer relationship management. We attempted to verify what constitutes a positively evaluated call from the viewpoint of speech quantity (e.g., number of utterances and talk time). The following three aspects were confirmed as characteristics of a positively evaluated call: 1) The customer guides the conversation using priority speech, guiding the operator to provide sufficient explanations; 2) The customer is actively involved in the operator's explanation in the second half of the conversation. Also, a third aspect was suggested namely the change in roles between the customer and the operator over the course of the conversation.