The call center is not what it was 10 or even five years ago, as the customer experience gains focus the tools and way in which these hubs of customer service function has evolved to leveraging big data, analytics, voice etc. to provide the most satisfying and contextual customer experience possible.
In that light, Mattersight has been granted a new patent for personality-based call center applications. U.S. Patent number 8,983,054 entitled Method and System for Automatically Routing a Telephonic Communication will fortify Mattersight’s claim on personality-based call routing.
Mattersight’s solution leverages a client’s history, behavioral data, call preference and distress assessment to determine a personality type, based on the result the caller is routed to the most appropriate agent.
Mattersight CMO Jason Wesbecher noted the effect a positive personality match can have, "From loyalty, retention, and conversion to hiring and training costs, just about every important metric relates directly back to what happens between the customer and the service rep. When those conversations are better, so are the numbers."
In many instances in the call center, interactions can turn contentious due to frustrated customers, but if the solution is as easy as matching a personality to the case this could prove to be a game changer. To greater empower its users, a complimentary Impact Analysis shows how well the routing solution performs, and can improve business performance for the call center.
At the end of the day, when you reach out to a call center you want to be heard, find quick resolution and hang up the phone with the satisfaction of knowing that your issue is cleared up or request is in the works. While much of this technology is new to the call center, it projects to pay great dividends in the long run.
Edited by Dominick Sorrentino