WHAT IS MOOD?
Mood is, in short, the emotional state of a caller. When a caller makes a call into your call center, there can be any number of things that determine his or her Mood: the nature of the issue the caller is calling about, where and when the caller is calling from, the caller’s past experiences with your call center or your company, etc. Some of these factors are more temporal while others are more deeply rooted, and all of them have a part to play in how the caller feels when calling into your call center.
WHY SHOULD I CARE?
Mood is a new data point that, when used properly, can radically change the way call centers and agents like you approach customers. Imagine how your job would be different if you knew, in advance of picking up a call, the mood of the caller on the other end of the line - what would you do differently if you knew the caller was Upset? Perhaps your call center performs Customer Satisfaction surveys - wouldn’t it be nice if low scores were omitted because they came from callers who are generally unhappy with everything? Before Talkdesk is able to do cool stuff with Mood data like described above, we need your help in collecting it so that we have a place to start.
It may seem trivial, but it’s critically important that you submit Mood for every call you can.
HOW DO I SUBMIT A MOOD?
At the end of a call, you normally get a screen where you can select a Disposition for the call as well as enter any Notes relevant to the call. On this same screen, you will see a row of four Mood emoticons whether you’re using Talkdesk Callbar:
Or the main Talkdesk web application:
Simply select the Mood that best corresponds to the mood of the caller to the best of your judgment. The selected Mood emoticon will change color to indicate that it is selected.
Note: When assessing a caller’s Mood for a given call, consider how the caller behaved for the entire duration of the call but focus primarily on their Mood towards the end of the call. For example, someone who was angry and hostile from start to finish is pretty clearly Unhappy. However, someone who started the call angry and hostile but then finished happy and relieved should be assessed as Happy.
Click the different Mood emoticons below to learn more about each option: