Each individual customer has different expectations and behaviors. Similarly, each individual employee has different strengths and weaknesses in 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 his or her competencies and behavioral characteristics align with each specific customer’s needs. What would happen if each time a customer called into your call center he or she was paired with an agent who complemented his or her unique personality and specific needs?
Take a look at how Sheila – a typical call center agent – sells to different types of customers to find out:
Mattersight Predictive Behavioral Routing uses advanced predictive algorithms to automatically pair each caller with the best available agent to handle that specific caller based upon agent performance variability and customer data, including personality, communication style, behavioral characteristics, and previous interaction history.
This offering requires no changes to existing personnel or processes and integrates easily with market-leading telephony and routing systems, responding within milliseconds with a rank-ordered list of the best available agents for each specific call based on this robust predictive pairing analysis.
As a result, companies are capable of driving an immediate 10%-25% improvement in costs, sales, retention, first call resolution, collections, customer satisfaction, or Net Promoter Scores® (NPS®).
Watch the product demonstration video to learn how Mattersight® Predictive Behavioral Routing works.