Determine and trend the reasons behind customer churn, customers’ views, behavior and reactions.  Listening Methods will help you uncover the answers to these questions:

• What causes customers to churn?
• Which competitors get their business?
• Why do they choose to go to a competitor?
• Are rescue attempts made?
• How do customers respond to the rescue attempts?
• How are objections handled?
• What factors succeed in preventing churn?

The trend graph on the right shows a simple example. This data is captured from comments made by customers to agents in the cancellation calls made to customer service centers.

This information is typically hidden to most companies since it is found in the conversations between contact center agents and store reps with the customners. It can be captured by analysis of call recordings, audio stream recordings or by free style surveys immediately after churn calls to agents. Only one or ten churning customer may give their opinions, but they can be effectively capture with speech analytics combined with selective manual audits of the appropriate snippets.

Listening Methods designs and implements the solutions that collect this data, making it available as business information.