Predictive Behavioral Routing
Mattersight® Predictive Behavioral Routing drives an immediate 10%-50% reduction in costs, improvement in sales, reduction in attrition, improvement in first contact resolution, increase in collections, customer satisfaction or Net Promoter Scores® (NPS®).
Each individual customer has different expectations and behaviors. Similarly, each individual employee has different strengths and weaknesses handling different types of calls. As a result, the success of a given customer interaction is often determined by which employee handles that interaction and how well their competencies and behavioral characteristics align with each specific customer’s needs. What if each time a customer called into your call center they were paired with an agent who complemented their unique personality and their own specific needs?
There’s a significant impact on your business outcomes when agents and customers are optimally paired with a behavioral connection versus a behavioral mismatch:
|Business Outcome||Impact of Behavioral Connection|
|Customer Service Cost||35% - 45%|
|Customer Attrition Rate||25% - 50%|
|Sales Conversion Rate||85% - 230%|
|First Contact Resolution (FCR)||30% - 60%|
|Customer Satisfaction / NPS®||20% - 45%|
Mattersight® Predictive Behavioral Routing automatically routes calls by using advanced algorithms that predict the best available agent to handle each specific caller based upon performance, personal strengths, and behavioral characteristics such as personality and communication style. We capture, analyze and store every second of every interaction in a robust data mart where advanced algorithms respond in milliseconds with a ranked agent availability list.
Mattersight® Predictive Behavioral Routing incorporates sophisticated customer analytics with behavioral analytics to make pairing decisions based upon agent variability and customer data, including:
- Personality and communication style
- Behavioral characteristics; engagement, distress, etc.
- Previous interaction history and outcomes
- Customer satisfaction score
- Attrition likelihood score
- Probability of purchase score
As a result, companies are capable of driving an immediate 10%-50% reduction in costs, improvement in sales, reduction in attrition, improvement in first call resolution, increase in collections, or increase in customer satisfaction or Net Promoter Scores® (NPS®).
Mattersight® Predictive Behavioral Routing delivers this benefit using existing employees and processes, and requires no changes to employee performance or skill sets. The offering integrates easily with market-leading telephony and routing systems to route callers based on this robust predictive pairing analysis, and comes with an adjustable governor which ensures no agent is over-utilized.
Watch the product demonstration video to learn how Mattersight® Predictive Behavioral Routing works.