Voice of Customers / Call Data Analysis｜MOSHI MOSHI HOTLINE INC.

Voice of Customers / Call Data Analysis

Making the most use of customer's voice

In recent years, corporation's approach exercising "Voice of Customer (VOC)" into their business, is becoming very common.

This is useful, because customer's "real voice" is full of "awareness" ideas to improve corporation's businesses and services.

Moshi Moshi Hotline(MHL) has a team specializes in analysis of VOC and Call Data, "Marketing Science Institute", which offers solutions, services for corporations to benefit the most out of thier customer's voice.

How to acquire information (voice) useful enough to analyze, and to put it into data.
How to efficiently search the material voices.

MHL has the solution for these issues

Strengthen talk script to grab consumer's heart.
Customer segmentation based on spoken keywords indicating their interests, organizing outbound list.

Marketing strategy could be enhanced by utilizing voice data of customer ⇔ operator conversation.

Solution

VOC Analyst Service

VOC Analyst service supports the total scheme, acquiring VOC, analyze, and report, by an assigned staff.
Upon your request, MHL could offer development and operation of the framework to utilize VOC, using text mining tools.
VOC Risk Monitoring Service

Using the voice recognition system, MHL offers methods to promptly find and report those risks within call center operation and critical information hiding within customer's voices.
- System to make sure operators are giving the correct product/service information and not using any inappropriate language, would be available real-time.
- Material VOC, such as accidents, security information would be completely reported.

Industries and Services

VOC Analyst Service (Text mining)

【Telecommunication】: Cancellation rate reduction, New Subscriber acquisition
【Public Services】: Developped the process/system to share VOC (knowledge) through entire company
【Manufacturer/Home appliances】: Installation of VOC reporting system for new products
【Services/Cleaning services】: Consultation service for utilization of VOC

Data Mining Service

【Finance/Life Insurance】: Contract renewal promotion, Outbound operation efficiency improvement
【Finance/Non-life Insurance】: Sales trend analysis for future sales channel expansion
【Services/Mobile content】: Campaign effect analysis
【Information communication/Internet】: Access log analysis, Track records survey