1. CASE STUDY:
Fortune 50 Media &
Technology Company
Objective:
Improve retention; control costs by
reducing Average Handle Time
Business Results
• Reduced Average Handle Time by 2.3%
• Increased Retention by 2.7%
• 4X ROI
Additional Benefits
• Seamlessly integrated with other
technology initiatives
CASE STUDY:
Top 10 Property & Casualty Insurer
Objective:
Improve sales conversion rate
Business Results
• Increased sales by 7%
• 10X ROI
Additional Benefits
• Improved AHT by 7%
• Increased employee engagement
MATTERSIGHT KNOWS ABOUT THE CHEMISTRY
OF CONVERSATION
We’ve analyzed billions of them, and built millions
of proprietary algorithms and patented models that
predict the optimal personality pairings in a call
center. Our solutions leverage that knowledge to
automatically facilitate shorter, more satisfying calls.
It’s simple. It’s powerful. And it can drive tremendous
value for your business.
“The ability to overview the entire range of the
conversation based on someone’s personality is
really insightful. The downstream effect is huge.”
– Josh Slater,
Infinity Sales Group
How Personality-Based
Call Routing Improves
Sales & Retention
It’s a simple fact of human nature. People are
more inclined to listen to, trust, and purchase from
someone they instinctively like.
In a sales conversation, that kind of chemistry
translates into higher conversions, more upsells,
lower attrition, increased loyalty and more.

2. CASE STUDY:
Fortune 500 Deregulated
Energy Provider
Objective:
Improve sales conversion rate
Business Results
• Increased sales by 4%
• 4X ROI
Additional Benefits
• Improved AHT by 3%
• Increased employee engagement
“This is absolutely as cool as Mattersight
thinks it is.”
-Drew Kraus,
VP Call Center Research, Gartner
Objective:
Improve sales conversion rate
Business Results
• Increased sales by 4%
• 5X ROI
Additional Benefits
• Lower attrition
• Increased employee engagement
• Improved participation rate
EASY EXECUTION
Because Mattersight® Predictive Behavioral Routing
utilizes your existing routing architecture, it can be
implemented without any changes to your current
processes. And agent performance is enhanced by
optimizing past performance data, not by imparting
new skills or knowledge, so there’s no employee
training time or cost involved.
INSTANT IMPACT
When you deploy Mattersight® Predictive Behavioral
Routing, you don’t have to wait to see results. Call
quality and talk time start improving the very
moment the solution is switched on. Clients see
meaningful payback in less than one month, and a
300% ROI within the first year of deployment.
TRANSFORMED CUSTOMER EXPERIENCE
When a customer is paired with an agent who
instinctively communicates with him in the way he
most prefers, the customer experience is instantly
elevated. Frustration and anxiety are replaced by
clarity and relief. The customer feels listened to,
understood, respected and valued.
Learn more at
ROI.MATTERSIGHT.COM
© 2015 Mattersight Corporation. All rights reserved.
AVOIDING THE MISMATCH
Typical routing solutions send callers to the longest
available agent, leaving personality connections
entirely to chance. With four primary personality
styles at play in the call center, odds are this random
assignment will result in a mismatch, leading to
longer average talk time (ATT), lower CSAT and Net
Promoter scores and higher attrition rates.
Mattersight® Predictive Behavioral Routing
identifies the personality of each caller, then
instantaneously routes them to the agent whose
performance history demonstrates a consistently
strong affinity with that style. The interactions
that result have a positive impact on every metric
that matters.
CASE STUDY:
Fortune 200 Technology
Home Services Reseller