تحليل العواطف علي الهاتف

!Welcome to BBC Xtra English

Today Doug and Rasha talk about call centres.

Have you ever got angry when you call a customer service call centre?

If you have, you're not alone. But for call centre workers, listening to angry customers all day can be quite stressful.

Now, software developers in Japan have launched a product that aims to make their life a bit easier.

The software can analyse a speaker's emotions during a phone conversation, and automatically detect when tempers are rising.

They hope this software will be able to help call centre employees to deal with complaints more easily, and even tell workers when they should take a break after a stressful call.

Do you ever get angry when you call call centres?

هل تصيبك حالة من الغضب و الإنفعال عندما تتصل بمراكز خدمات العملاء؟

إستمع لعبارات اليوم

call centres
مراكز الإتصالات المُخصصة لخدمة العملاء

customer service
خدمة العملاء

stressful
مُقلق - مُثير للضغط

software developers
مطورو برامج الكمبيوتر

launched a product
أطلقت مُنتج جديد

analyse a speaker's emotions
تحليل درجة العواطف و الإنفعالات في صوت المتحدث


automatically detect
يكشف تلقائياً

tempers are rising
إرتفاع درجة الغضب - إرتفاع درجة الإنفعال

deal with complaints
التعامل مع الشكاوي

take a break
أخذ فترة راحة

شروط وبنود الاستخدام

Abdulla, Bahrain
Hi, sometimes when I speak with call center, the worker takes more time to give me the information. But usually workers give me what I need from the information & he asks for help if I need. I think this depends on the training courses that a company should provided for it's employers to deal with different people questions.

Ahmed, Kuwait
hi some time

El Khodary, Kuwait
actually yes

Assan, Erbil, Iraq
I think if I call the call center and I have more complaint which can not be solved I'll be more calm to deal with them but if they do not solve my problem and makes more excuses I'll be more anger that make me explosion as an atomic bomb in talking with them.

Kamal, Flora, Norway
I think it is wonderful to have such software development to make our life easy and to put an end to pressure and anger when dealing with complaints

Mohammed Jitarayah, Iraq
I think it's really nice program, and it'll help the employer to deal with the costumer any-time. Anyway, the costumer server should be always kind to the costumer, and do anything to deal with complaints.