Case 2 for NIRS Utilization in Marketing Evaluation of Good Dialogue at a Call Center

Abstract

Purpose: Call center operators struggle everyday to obtain good dialogue with customers. Corporate brands are cultivated through the repeated provision of reproducible good dialogue. We attempted to evaluate operator condition and call quality based on biomarkers.Subjects: 5 operators were employed (male: 1, female: 4).Methods: The performance of subjects were evaluated under 3 conditions; standby, during the call and after the end. These were estimated from the values for PFC brain blood flow, stress value of pNN50 and voice rhythm analysis. Results: There were significant difference among a self-reported condition and PFC activity, pNN50 value and voice-fluctuation. Audio-visual stimulus was able to change bad condition and the condition of low stress and well voice-fluctuation could be made by themself who were well-experienced operators.Conclusions: Objective quantitative evaluation using NIRS etc. appears to be effective for improving call center work quality.