Voice of the Customer (Telco)

Voice of the customer (VoC) is a term used to describe the in-depth process of capturing customer's expectations, preferences and aversions. Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives [1].

At MeaningCloud, we know how important unstructured data is for this type of analysis, so we've defined a model that will allow you to characterize in detail any feedback from your customers, enabling you to carry out an in-depth analysis without missing any relevant information, in this instance focusing on the telecommunications domain.

Similarly to the generic model, we have defined several dimensions that characterize different aspects of the feedback customers in the telecommunications domain may refer to. The relevance given for the categories in these models is computed with respect to the top ranked result in the same dimension. Below you can find the categories in English and Spanish:

Channel

This dimension refers to the channel of contact mentioned in the text analyzed.

English
Spanish

Code	Label	Description
`Channel>App`	App	Applications
`Channel>Facility`	Establishment	Establishment
`Channel>Facility>Store`	Store	Store
`Channel>IVR`	IVR	Interactive Voice Response
`Channel>Internet`	Internet	Internet
`Channel>Internet>Chat`	Chat	Chat
`Channel>Internet>SocialNetwork`	Social network	Social network
`Channel>Telephone`	Telephone	Telephone
`Channel>Telephone>Free`	Free telephone	Free telephone

Code	Label	Description
`Channel>App`	App	Applications
`Channel>Facility`	Establecimiento	Establishment
`Channel>Facility>Store`	Tienda	Store
`Channel>IVR`	IVR	Interactive Voice Response
`Channel>Internet`	Internet	Internet
`Channel>Internet>Chat`	Chat	Chat
`Channel>Internet>SocialNetwork`	Red social	Social network
`Channel>Telephone`	Teléfono	Telephone
`Channel>Telephone>Free`	Teléfono gratuito	Free telephone

Company

This dimension refers to the telecommunication companies mentioned in the text analyzed.

Companies tagged as Top>Organization>Company>TelcoServicesCompany in the context of telecommunication services will generate dynamic categories, marked below as {CompanyName}.

English
Spanish

Code	Label	Description
`Company>{CompanyName}`	{CompanyName}	Specific companies of the domain detected in the text analyzed
`Company>GenericProvider`	Generic provider	Generic provider

Code	Label	Description
`Company>{CompanyName}`	{CompanyName}	Specific companies of the domain detected in the text analyzed
`Company>GenericProvider`	Operadora genérica	Generic provider

Condition

This dimension refers to specific conditions of the operative mentioned in the text analyzed.

English
Spanish

Code	Label	Description
`Condition>Billing`	Billing	Billing
`Condition>Cancelation`	Cancelation	Cancelation
`Condition>Contracting`	Contracting	Contracting
`Condition>Coverage`	Coverage	Coverage
`Condition>ExistingBindings`	Existing bindings	Existing bindings
`Condition>GenericCondition`	Generic condition	Generic condition
`Condition>Paperwork`	Paperwork	Paperwork
`Condition>Payment`	Payment	Payment
`Condition>Plan`	Plan	Plan
`Condition>Price`	Price	Price
`Condition>Price>Discount`	Discount	Discount
`Condition>Promotion`	Promotion	Promotion
`Condition>PurchaseChannel`	Purchase channel	Purchase channel
`Condition>ReturnsRefunds`	Returns and refunds	Returns and refunds
`Condition>Roaming`	Roaming	Roaming
`Condition>ServiceCommitment`	Service commitment	Service commitment
`Condition>Shipping`	Shipping	Shipping
`Condition>Smartphone`	Smartphone	Smartphone
`Condition>Speed`	Speed	Speed
`Condition>Tablet`	Tablet	Tablet
`Condition>TargetCustomer`	Target customer	Target customer

Code	Label	Description
`Condition>Billing`	Facturación	Billing
`Condition>Cancelation`	Cancelación	Cancelation
`Condition>Contracting`	Contratación	Contracting
`Condition>Coverage`	Cobertura	Coverage
`Condition>ExistingBindings`	Vínculos existentes	Existing bindings
`Condition>GenericCondition`	Condición genérica	Generic condition
`Condition>Paperwork`	Documentación	Paperwork
`Condition>Payment`	Pago	Payment
`Condition>Plan`	Plan	Plan
`Condition>Price`	Precio	Price
`Condition>Price>Discount`	Descuento	Discount
`Condition>Promotion`	Promoción	Promotion
`Condition>PurchaseChannel`	Canal de compra	Purchase channel
`Condition>ReturnsRefunds`	Devoluciones y reembolsos	Returns and refunds
`Condition>Roaming`	Itinerancia	Roaming
`Condition>ServiceCommitment`	Compromiso de permanencia	Service commitment
`Condition>Shipping`	Envío	Shipping
`Condition>Smartphone`	Smartphone	Smartphone
`Condition>Speed`	Velocidad	Speed
`Condition>Tablet`	Tableta	Tablet
`Condition>TargetCustomer`	Clientela objetivo	Target customer

Customer Service

This dimension refers to mentions of different aspects of the customer service in the text to analyze.

English
Spanish

Code	Label	Description
`CustomerService>AccessibilityCommunication`	Accessibility and communication	Accessibility and communication
`CustomerService>Advertising`	Advertising	Advertising
`CustomerService>Advice`	Advice	Advice
`CustomerService>CommercialPressure`	Commercial pressure	Commercial pressure
`CustomerService>Commitment`	Commitment	Commitment
`CustomerService>IncidentManagement`	Incident management	Incident management
`CustomerService>Information`	Information	Information
`CustomerService>Service`	Service	Service
`CustomerService>SupportMaintenance`	Support and maintenance	Support and maintenance
`CustomerService>TrainingKnowledge`	Training and knowledge	Training and knowledge
`CustomerService>Treatment`	Customer treatment	Customer treatment

Code	Label	Description
`CustomerService>AccessibilityCommunication`	Accesibilidad y comunicación	Accessibility and communication
`CustomerService>Advertising`	Publicidad	Advertising
`CustomerService>Advice`	Asesoramiento	Advice
`CustomerService>CommercialPressure`	Presión comercial	Commercial pressure
`CustomerService>Commitment`	Compromiso	Commitment
`CustomerService>IncidentManagement`	Tratamiento de incidencias	Incident management
`CustomerService>Information`	Información	Information
`CustomerService>Service`	Servicio	Service
`CustomerService>SupportMaintenance`	Soporte y mantenimiento	Support and maintenance
`CustomerService>TrainingKnowledge`	Capacitación y conocimiento	Training and knowledge
`CustomerService>Treatment`	Trato al cliente	Customer treatment

Operation

This dimension refers to the operational aspects that can be expressed in the text to analyze.

English
Spanish

Code	Label	Description
`Operation>Cancelation`	Cancelation	Cancelation
`Operation>Contracting`	Contracting	Contracting
`Operation>IMEIregistration`	IMEI registration	IMEI registration
`Operation>Installation`	Installation	Installation
`Operation>MobileUpgrade`	Mobile upgrade	Mobile upgrade
`Operation>NumberPortability`	Number portability	Number portability
`Operation>Recharge`	Recharge	Recharge
`Operation>ReplacementSIM`	Replacement SIM	Replacement SIM

Code	Label	Description
`Operation>Cancelation`	Cancelación	Cancelation
`Operation>Contracting`	Contratación	Contracting
`Operation>IMEIregistration`	Registración del código IMEI	IMEI registration
`Operation>Installation`	Instalación	Installation
`Operation>MobileUpgrade`	Renovación del móvil	Mobile upgrade
`Operation>NumberPortability`	Portabilidad	Number portability
`Operation>Recharge`	Recarga	Recharge
`Operation>ReplacementSIM`	Duplicado de la tarjeta SIM	Replacement SIM

Satisfaction

This dimension refers to the global satisfaction expressed in the text to analyze. In previous versions it was expressed through the Polarity dimension.

English
Spanish

Code	Label	Description
`Satisfaction>Negative`	Negative	Negative satisfaction
`Satisfaction>Neutral`	Neutral	Neutral satisfaction
`Satisfaction>Positive`	Positive	Positive satisfaction

Code	Label	Description
`Satisfaction>Negative`	Negativa	Negative satisfaction
`Satisfaction>Neutral`	Neutra	Neutral satisfaction
`Satisfaction>Positive`	Positiva	Positive satisfaction

Service

This dimension refers to the possible telecommunication services that may appear in the text to analyze.

English
Spanish

Code	Label	Description
`Service>Bundle`	Bundle	Bundle
`Service>Data`	Data	Data
`Service>Insurance`	Mobile insurance	Mobile insurance
`Service>Internet`	Internet	Internet
`Service>Internet>ADSL`	ADSL	ADSL
`Service>Internet>Connectivity`	Connectivity	Connectivity
`Service>Internet>Fiber`	Fiber	Fiber
`Service>Music`	Music	Music
`Service>Telephone`	Telephone service	Telephone service
`Service>Telephone>HomePhone`	Home phone	Home phone
`Service>Telephone>MobilePhone`	Wireless mobile services	Wireless mobile services
`Service>Television`	Television	Television

Code	Label	Description
`Service>Bundle`	Paquete	Bundle
`Service>Data`	Datos	Data
`Service>Insurance`	Seguro del móvil	Mobile insurance
`Service>Internet`	Internet	Internet
`Service>Internet>ADSL`	ADSL	ADSL
`Service>Internet>Connectivity`	Conectividad	Connectivity
`Service>Internet>Fiber`	Fibra	Fiber
`Service>Music`	Música	Music
`Service>Telephone`	Servicio de telefonía	Telephone service
`Service>Telephone>HomePhone`	Línea fija	Home phone
`Service>Telephone>MobilePhone`	Línea móvil	Wireless mobile services
`Service>Television`	Televisión	Television

Quality

This dimension refers to quality aspects mentioned in the text to analyze.

English
Spanish

Code	Label	Description
`Quality>ClaritySimplicity`	Clarity and simplicity	Clarity and simplicity
`Quality>Coverage`	Availability	Availability
`Quality>Coverage>Employee`	Number of employees	Number of employees
`Quality>Coverage>Establishment`	Number of establishments	Number of establishments
`Quality>Coverage>Product`	Availability of products	Availability of products
`Quality>Effectiveness`	Effectiveness	Effectiveness
`Quality>Facility`	Features of the establishment	Features of the establishment
`Quality>Facility>Luminosity`	Luminosity	Luminosity
`Quality>Facility>Noise`	Noise	Noise
`Quality>Facility>State`	Conditions of the establishment	Conditions of the establishment
`Quality>Facility>Temperature`	Temperature	Temperature
`Quality>Flexibility`	Flexibility	Flexibility
`Quality>Functionality`	Functionality	Functionality
`Quality>Incident`	Incident	Incident
`Quality>Loyalty`	Loyalty	Loyalty
`Quality>MeetingDeadlines`	Meeting deadlines	Meeting deadlines
`Quality>Reliability`	Reliability	Reliability
`Quality>SpeedAgility`	Speed and agility	Speed and agility
`Quality>Suggestion`	Suggestion	Suggestion

Code	Label	Description
`Quality>ClaritySimplicity`	Claridad y sencillez	Clarity and simplicity
`Quality>Coverage`	Disponibilidad	Availability
`Quality>Coverage>Employee`	Número de empleados	Number of employees
`Quality>Coverage>Establishment`	Número de establecimientos	Number of establishments
`Quality>Coverage>Product`	Disponibilidad de productos	Availability of products
`Quality>Effectiveness`	Eficacia	Effectiveness
`Quality>Facility`	Características de las instalaciones	Features of the establishment
`Quality>Facility>Luminosity`	Luminosidad	Luminosity
`Quality>Facility>Noise`	Ruido	Noise
`Quality>Facility>State`	Estado del establecimiento	Conditions of the establishment
`Quality>Facility>Temperature`	Temperatura	Temperature
`Quality>Flexibility`	Flexibilidad	Flexibility
`Quality>Functionality`	Funcionalidad	Functionality
`Quality>Incident`	Incidencia	Incident
`Quality>Loyalty`	Fidelidad	Loyalty
`Quality>MeetingDeadlines`	Cumplimiento de tiempos	Meeting deadlines
`Quality>Reliability`	Fiabilidad	Reliability
`Quality>SpeedAgility`	Velocidad y agilidad	Speed and agility
`Quality>Suggestion`	Sugerencia	Suggestion

Predefined deep categorization models