1. Predictive Behavioral Routing | Analyze. Predict. Route.
SOLUTION OVERVIEW
Route customer calls to the best available contact center agent for each
specific caller — based upon communication preferences, personality
and behavioral characteristics.
Overview
Each individual customer has different expectations and behaviors. Similarly, each individual
contact center agent 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 agent
handles that interaction, and how well his or her competencies, personality, communication style,
and behavioral characteristics align with each specific customer. Lacking that data, calls are
typically routed to the agent that has been available and waiting in queue the longest. This
approach is a random assignment within a queue that doesn’t consider available agents’
strengths or specific customers’ behavioral characteristics.
The agent-customer behavioral connection matters. By analyzing an aggregated sample of over
a billion interactions, Mattersight’s proprietary algorithms and patented process identified and
quantified the impact of a positive behavioral connection, as opposed to a mismatch. When
there is a strong behavioral connection as opposed to a weak behavioral connection, there
is a significant impact on business outcomes.
www.mattersight.com
Mattersight®
Predictive
Behavioral
Routing
solution can be
implemented
with no change
to contact center
processes, no
staff training
and drives
an immediate
10% to 50%
improvement
in the targeted
metrics.
Mattersight®
Predictive Behavioral Routing predicts which agent is best-suited to handle
the next call based on individual customer behavioral data and agent performance data.
By actively leveraging the behavioral connection, positive business impact is achieved.
Increase Sales by identifying which agent is the most likely to sell to each individual customer
and for each individual product type
Reduce Costs by considering customer behavior and call type to predict who will handle
each call with lower Handle Time and higher First Call Resolution rates
Reduce Customer Attrition by matching agents with customers based upon behavioral
characteristics and communication styles
Increase Customer Satisfaction by pairing customers with agents based upon the likely
customer satisfaction or Net Promoter Score®
each customer would likely give if post-call surveyed
Business Outcome Impact of Behavioral Connection
Customer Service Cost 35%-45% lower
Customer Attrition Rate 25%-50% lower
Sales Conversion Rate 85%-230% higher
First Call Resolution (FCR) 30%-60% higher
