TrackNotion’s Call Sentiment feature helps you gauge the emotional tone of customer calls, giving you clear insights into caller satisfaction. 

With sentiment scores categorized as High (76-100%), Moderate (25-75%), and Low (0-24%), you can quickly spot trends, improve interactions, and boost customer experience.

What is Call Sentiment?

Call Sentiment measures the emotional vibe of a call—think of it as a satisfaction meter for your customer interactions. 

Using AI, TrackNotion analyzes call transcriptions (see Accessing Your Recordings and Transcripts for how to view them) to detect positive (e.g., happy, satisfied), neutral, or negative (e.g., frustrated, upset) tones. The result? A simple percentage score that shows how callers feel.

Why Sentiment Scoring is helpful:

• Improves Customer Experience: Identifies areas where interactions may leave customers frustrated or dissatisfied, allowing businesses to address issues promptly.
• Measures Campaign Success: Tracks how well specific campaigns resonate with callers by analyzing sentiment scores across campaigns.
• Supports Training and Development: Highlights calls with low sentiment scores to identify areas where staff might need additional training.
• Aids Decision-Making: Provides real-time data for evaluating communication strategies and customer service improvements.

How Call Sentiments Work

TrackNotion uses a multi-step process to calculate sentiment scores:

1. AI Text Analysis: Powered by IBM, it scans transcriptions for emotional cues like satisfaction or frustration.
2. Weighted Scores: Positive tones (e.g., satisfaction, excitement) are assigned higher weights, while negative tones (e.g., frustration, impoliteness) are weighted lower.
3. Keyword Analysis: Your custom keywords (e.g., “appointment” or “cancel”) add context and weight to the score.
4. Final Sentiment Score: Combines AI tone analysis (40%) and keyword impact (60%) into one percentage.

Scores then fall into three ranges:

• High (76-100%): Happy callers, great interactions.
• Moderate (25-75%): Neutral or mixed feelings.
• Low (0-24%): Unhappy callers—time to dig deeper.

Keywords and Sentiment Scores

For each campaign in TrackNotion, you can define terms specific to your business and assign them scores from 0 to 100 based on positivity or negativity (learn more about keyword monitoring in Getting the Most Out of TrackNotion’s Analytics). 

These perform numerous functions from monitoring call quality to alerting users when certain words are flagged in a transcript. 

For example:

• Positive keywords: “Appointment” (70), “Upgrade” (90), “Purchase” (80)
• Negative keywords: “Cancel” (10), “Terrible” (12), “Complaint” (5)

When these words pop up in a call, their scores are averaged and factored into the final sentiment.

Tip: Choose keywords your callers use often for the best results.

Viewing and Analyzing Call Sentiments

TrackNotion makes it easy to check sentiment scores across different panels:

1. Campaign Overview Panel

Get a big-picture view of sentiment trends for a campaign or across all campaigns over a specific period—just tweak the filters.

2. Call Analytics Panel

The Call Analytics panel allows you to see analytics for specific calls to your business, including Call Sentiments (see Accessing Your Recordings and Transcripts for details on reviewing these calls). Not only that, but you can arrange calls by their sentiment scores to quickly identify which interactions were the most positive, neutral, or negative.

This allows you to focus on addressing low-sentiment calls to improve customer satisfaction or analyzing high-sentiment calls to replicate successful interactions. 

3. Compare Performance Panel

Compare sentiment across campaigns with a handy graph. Select your campaigns, pick “Call Sentiment,” and set your date range.

How Sentiment Scores Are Calculated

Here’s the math behind the magic:

• IBM Score: AI assigns a percentage based on emotional tones in the transcript.
• Keyword Score: Averages the scores of all keywords found in the call.
• Weighted Sum Formula: Combines 40% IBM score + 60% keyword score.

Insights You Can Gain

• Customer Satisfaction Trends: Spot overall patterns in customer satisfaction over time or across campaigns.
• Performance Monitoring: Identify which campaigns or staff are performing well and which may need improvement.
• Service Improvements: Highlight areas where negative sentiment is frequent, providing actionable data to enhance customer experience.

With Call Sentiment, TrackNotion turns every call into a chance to learn, improve, and succeed.