Evaluating the performance of the call center’s conversations is of vital importance for the well-being of a customer-based company. Towards accurately evaluating the performance of Cyta’s available recorded Cypriot Greek and Greek language conversations, RISE will develop an automated evaluation tool. The tool will load Cyta’s calls and evaluate the customer and employee conversation based on a variety of metrics. These are divided in three categories: a) employee’s compliance with Cyta’s call center etiquette, such as greetings, scripts and parting, b) customer’s emotional state (specifically angry), and c) call quality based on the duration of dead time and simultaneous speech, and the existence of positive and negative words.
