16th Annual Conference of the International Speech Communication Association

Dresden, Germany
September 6-10, 2015

Effect of Gender and Call Duration on Customer Satisfaction in Call Center Big Data

Quim Llimona, Jordi Luque, Xavier Anguera, Zoraida Hidalgo, Souneil Park, Nuria Oliver

Telefónica I+D, Spain

Customer center call data is typically collected by organizations and corporations in order to improve customer experience through the analysis of such call data. In this paper, we report our findings when analysing more than 26 thousand calls to the call centers of a large corporation in a Latin American country. We focus on the impact of gender and call duration on self-reported customer satisfaction. Speech-based gender detection technology is employed to automatically detect the gender of the customer and the agent involved in the calls. A significant correlation is found between self-reported customer satisfaction at the end of the call and gender homophily between the customer and the call center's agent. Interestingly, we do not find any significant effect of call duration on satisfaction.

Full Paper

Bibliographic reference.  Llimona, Quim / Luque, Jordi / Anguera, Xavier / Hidalgo, Zoraida / Park, Souneil / Oliver, Nuria (2015): "Effect of gender and call duration on customer satisfaction in call center big data", In INTERSPEECH-2015, 1825-1829.