America

Selected region: America

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Eureka Xchange is the place to find content, developed by expert Eureka Evangelists, for use in your speech analytics projects. Select an item of interest and authenticate with your Eureka account credentials; the item will be delivered to your Eureka Library.

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Acknowledgement

Eureka Category
American English

Targets phrases that generally are associated with an agent acknowledging a customer's comments.

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Age Hardship

Eureka Category
American English

Calls where the customer is stating how much of a struggle it is because of age.

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Age Vulnerability

Eureka Category
British English

Targets mentions during a call of being elderly, pensioners etc plus young children.

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Agent Identification - Inbound Calls

Eureka Category
American English

Language identifying the agent providing his/her name on inbound calls at the beginning of the call.

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Agent Identification - Outbound Calls

Eureka Category
American English

Language identifying the agent providing his/her name on outbound calls at the beginning of the call.

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Agreement Language

Eureka Category
American English

Identifies language indicating agreement, such as you are correct, I like what you said, and that makes sense.

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Agreement Language

Eureka Category
British English

Targets Language where verbiage is present that shows the agent or customer agreeing with something discussed.

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Already Expired

Eureka Category
American English

Captures language indicating something has already expired, such as a discount coupon already expired.

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Already Paid

Eureka Category
American English

Identifies potential Consumer Finance Protection Bureau compliance risk due to language indicating payment was made, such as already paid, posted to account, and when was that paid.

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Assumptive Language

Eureka Category
American English

Identifies language indicating a sale may occur, such as I will get you enrolled and you should take advantage of.

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Assumptive Language

Eureka Category
British English

Identifies language indicating a sale may occur, such as I will get you enrolled and you should take advantage of.

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Bereavement Hardship

Eureka Category
American English

Targets language where there is a mention of the death/passing of a loved one.

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Bereavement Vulnerability

Eureka Category
British English

Targets language in a call that mentions a family death or bereavement.

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Bounced Around

Eureka Category
American English

Captures language indicating a caller is having a hard time getting to the correct department or agent for assistance.

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Billing Issues

Eureka Category
British English

Problems relating to billing (unclear or not received bills, exit fees etc). Suggest using in conjunction with dissatisfaction and/or complaints to find key drivers. Suggest speaker = customer if stereo audio.

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Call Back Number

Eureka Category
American English

Captures language indicating the agent tried to obtain a current number to use if the call is disconnected during the conversation.

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Call Back Suggestions

Eureka Category
American English

Identifies when the agent suggests further action after task completion, such as call us back tomorrow, call back if you don`t hear from us, and give us a call tomorrow.

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Call Back Suggestions

Eureka Category
British English

Identifies when the agent suggests further action after task completion, such as call us back tomorrow, call back if you don`t hear from us, and give us a call tomorrow.

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Call Closing

Eureka Category
American English

Identifies language commonly spoken at the end of a call, such as any further questions, feel free to call back, and questions regarding...

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Call Driver Discovery Language

Eureka Category
Australian English

Captures language in the first 60 seconds of the call that is normally close to where the customer explained the reason for the call. Get usage details in the Call Driver Discovery play: https://community.callminer.com/community/product-user-forums/playbooks/blog/2018/09/02/call-driver-discovery.

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Call Driver Discovery Language

Eureka Category
American English

Captures language in the first 60 seconds of the call that is normally close to where the customer explained the reason for the call. Get usage details in the Call Driver Discovery play: https://community.callminer.com/community/product-user-forums/playbooks/blog/2018/09/02/call-driver-discovery.

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Call Driver Discovery Language

Eureka Category
British English

Captures language in the first 60 seconds of the call that is normally close to where the customer explained the reason for the call. Get usage details in the Call Driver Discovery play: https://community.callminer.com/community/product-user-forums/playbooks/blog/2018/09/02/call-driver-discovery.

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Call Opening

Eureka Category
American English

Identifies language commonly spoken at the start of a call, such as may I speak with, good day, and hello my name is.

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Call Recording Disclosure

Eureka Category
Australian English

Identifies where an agent informs the customer that the call is being recorded.

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Channel Deflection

Eureka Category
American English

Captures language indicating an attempt by an agent to direct a customer to online or automated self-service options.

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Confidence

Eureka Category
American English

Identifies language indicating confidence, such as I can find that out, show you how, and recommend. Search for the low scoring agents or the absence of confidence for possible coaching opportunities.

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Company Name Alias Discovery

Eureka Category
Australian English

This is a discovery category used as part of a play that illustrates how to identify aliases for your company`s name. Get usage details in the Finding Aliases for your Company's name play: https://community.callminer.com/community/product-user-forums/playbooks/blog/2018/09/02/finding-aliases-for-your-companys-name.

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Company Name Alias Discovery

Eureka Category
British English

This is a discovery category used as part of a play that illustrates how to identify aliases for your company`s name. Get usage details in the Finding Aliases for your Company's name play: https://community.callminer.com/community/product-user-forums/playbooks/blog/2018/09/02/finding-aliases-for-your-companys-name.

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Company Name Alias Discovery

Eureka Category
American English

This is a discovery category used as part of a play that illustrates how to identify aliases for your company`s name. Get usage details in the Finding Aliases for your Company's name play: https://community.callminer.com/community/product-user-forums/playbooks/blog/2018/09/02/finding-aliases-for-your-companys-name.

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Complaints

Eureka Category
British English

Specific mention of a complaint being made (e.g. I want to make a complaint).

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Consecutive numbers and Redaction codes

Eureka Category
American English

This is a utility category that contains syntax to identify redaction codes and 3 or more consecutive numbers.

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Conversion

Eureka Category
American English

Identifies language indicative of a successful transaction, such as write number down, account/order number, and confirmation number

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Conversion

Eureka Category
British English

Identifies language indicative of a successful transaction, such as write number down, account/order number, and confirmation number.

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Customer Confusion

Eureka Category
American English

Identifies when the customer may be confused about statements made by the agent, such as can you explain, can't understand, and doesn't make sense.

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Customer Not Contacted

Eureka Category
Australian English

Language that indicates a customer did not receive a previously promised follow up contact.

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Customer Not In

Eureka Category
American English

Captures language indicating the customer is not in, representing a failed attempt to reach a customer.

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Customer Not Willing to Comply

Eureka Category
American English

Captures language indicating that the customer is not willing to comply with the agent`s request(s).

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Debt Dispute

Eureka Category
American English

Identifies potential Consumer Finance Protection Bureau compliance risk due to language indicating a disputed charge, such as already disputing, filing a dispute, and waiting for dispute results.

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Direct Payment Ask

Eureka Category
American English

Identifies language indicating a payment has been requested, such as can you make a payment today, let's make your balance current, and go ahead and make a payment today.

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Discount Mention

Eureka Category
American English

Identifies when the agent and customer discuss a discount, such as take percentage off, give a discount, and match pricing.

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Dissatisfaction

Eureka Category
British English

Targets instances in a call where dissatisfaction is expressed.

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Dropped the Ball

Eureka Category
American English

Targets language that indicates a mistake was made.

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Escalation

Eureka Category
Australian English

Targets calls where there is a request to escalate the call or the situation.

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Financial Hardships

Eureka Category
American English

Targets mentions of financial problems.

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Financial Vulnerability

Eureka Category
British English

Indications of customer experiencing financial problems.

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GDPR (General Data Protection Regulation)

Eureka Category
British English

Captures language relating to GDPR Compliance.

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Health Hardships

Eureka Category
American English

Targets language mentioning health problems.

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Health Vulnerability

Eureka Category
British English

Mentions of Disability, mental & physical health, carers, etc.

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Hold- Back From Hold

Eureka Category
American English

Identifies instances where an agent comes back to the line after a hold and thanks the customer for holding or expresses appreciation for their patience.

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Hold- Can You Hold

Eureka Category
American English

Identifies instances where a request to hold on the line is made such as “hold on a second” or “Can you hold for a couple of minutes”.

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Invalid Phone Number

Eureka Category
American English

Identifies language indicating the phone number is invalid, such as circuits are busy, number not in service, and cannot be completed.

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Invalid Phone Number

Eureka Category
British English

Identifies language indicating the phone number is invalid, such as circuits are busy, number not in service, and cannot be completed.

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Investigative Questions

Eureka Category
American English

This language is specific to the agent asking questions to get a better understanding of the situation.

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Lack of Acceptance

Eureka Category
Australian English

Targets the expression of disagreement on a call.

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Lack of Ownership

Eureka Category
American English

Identifies language that suggests the agent is avoiding ownership of an issue, such as all I can recommend, maybe try, and not too sure.

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Lack of Ownership

Eureka Category
British English

Identifies language that suggests the agent is avoiding ownership of an issue, such as all I can recommend, maybe try, and not too sure.

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Negative Sentiment

Eureka Category
American English

Identifies language expressing negativity, such as absolutely irresponsible, you are not sympathetic, and you are inconsiderate.

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Negative Sentiment

Eureka Category
Australian English

Targets instances in a call where negative phrases are said.

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Online issues

Eureka Category
American English

Captures language, in the first 60s of a call, indicating the caller is having trouble using the company's website.

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Pay Full Balance

Eureka Category
American English

Identifies language indicating the customer would like to pay the balance in full, such as pay balance today or pay in full

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Payment Language

Eureka Category
Australian English

Identify instances where there is a discussion about a payment.

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Payment Negotiation

Eureka Category
American English

Identifies when the agent and customer discuss payment terms, such as make settlement, arrange payment, and pay off.

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Pejorative Language

Eureka Category
Australian English

Captures vulgar language spoken during calls.

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Positive Sentiment

Eureka Category
American English

Identifies language expressing positivity, such as extremely helpful, you are not rude, and you're great.

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Poor Communication Skills

Eureka Category
American English

Geared towards BPO`s that have call centers in foreign countries where English is an agent's second or third language.

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Probing Language

Eureka Category
American English

Identifies language indicating the agent is trying to evaluate if a payment is possible, such as is there anyone that can help, how long have you been unemployed, and how are you paying your bills.

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Repeat Call Language

Eureka Category
American English

Targets calls where the customer states that they have called in before, within the first 60s of a call.

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Repeat Contact

Eureka Category
British English

Language indicative of repeat contacts, either by the agent or the customer.

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Repeat Contact Language

Eureka Category
Australian English

Language indicators that the customer has already called in and spoken to someone, or has tried to.

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Smalltalk

Eureka Category
American English

Targets conversational discussions about the weather, pets and other idle chit chat.

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Smalltalk

Eureka Category
British English

Targets conversational discussions about the weather, pets and other idle chit chat.

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Secondary Contact Request

Eureka Category
American English

Captures language indicating a request for secondary contact information.

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Set up Payment Plan

Eureka Category
American English

Identifies language indicating the agent is setting up a payment plan, such as let's split the amount, set up multiple payments, and monthly payment arrangement.

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Soft Payment Ask

Eureka Category
American English

Identifies language indicating a payment has been suggested, such as when do you intend to pay, if you want to call back to pay, and if you are interested in resolving your balance.

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Transfer Language

Eureka Category
British English

Language indicative of a customer transfer, or extra party conference.

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TCPA Risk

Eureka Category
American English

Identifies language that indicates a potential Telephone Consumer Protection Act compliance risk, such as wireless number consent, and not required to give consent.

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Timing Objection

Eureka Category
American English

Identifies when the customer indicates they don’t have time to speak with the agent, such as busy right now, please call back, and bad timing.

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Timing Rebuttal

Eureka Category
American English

Identifies when the agent attempts to schedule a call back with the customer for a later time, such as call you tomorrow, schedule follow up, and better time.

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Verify Email

Eureka Category
American English

Identifies prompt for or verification of an email address, such as I have your email as, confirm your email, and @gmail.com.

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Very Dissatisfied

Eureka Category
British English

Dissatisfaction category with higher threshold and multiple counting in order to identify contacts with a high degree of dissatisfaction present.

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Was Not Informed

Eureka Category
American English

Identifies potential Consumer Finance Protection Bureau compliance risk due to language indicating a lack of notice, such as account was purchased, did not receive letter, and was not informed.

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Website Mention

Eureka Category
American English

Identifies common conversations had during a call about the company`s website.

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