Fortune 50 Software Company Engineers a Contact Center Victory

• 分析与建模 - 预测分析

• 消费品
• Software

• 系统集成

This client’s products and services play a central role in nearly every aspect of their customers’ lives. People don’t merely use them for entertainment; they depend on them to carry out their most vital daily activities: working, traveling, communicating, and more. When technical issues arise, a user’s life can effectively grind to a halt until a resolution is achieved. So the availability of excellent, efficient support is virtually inseparable from the products themselves— and absolutely essential to a positive customer experience. When the support center was targeted for cost cutting, a challenge arose. With an average call length of more than 20 minutes, it was clear that an opportunity existed to scale back costs by increasing call efficiency. However, compromising call quality and customer satisfaction in pursuit of that opportunity was not an option. This client was faced with two potentially conflicting goals: to reduce its operational costs in the contact center, and to maintain its exemplary level of service and support. To achieve them both, they turned to Mattersight.

The client is a top U.S. software and consumer technology manufacturer/retailer with an annual revenue of $86 billion. They operate 20 call centers staffed by over 8,000 Customer Service Representatives (CSRs). Their products and services are integral to their customers' daily lives, encompassing activities such as working, traveling, and communicating. Given the critical nature of their offerings, the client places a high emphasis on providing excellent and efficient customer support. Any technical issues can significantly disrupt their customers' lives, making the availability of top-notch support essential for a positive customer experience. The client sought to balance cost-cutting measures in their support center without compromising on the quality of service and customer satisfaction.

Together, the client and Mattersight identified Mattersight® Predictive Behavioral Routing as the ideal solution to meet their equivalent needs of call efficiency and customer satisfaction. Mattersight® Predictive Behavioral Routing identifies an individual caller’s personality type based on collected behavioral data. It then instantaneously routes that call to the available agent who is best able to successfully communicate with that personality type, based on past performance data. This personality-based approach pairs callers and agents who are most likely to have a natural, effortless chemistry. As a result, their conversations are shorter, more effective, and more satisfying. Because Mattersight® Predictive Behavioral Routing involves no agent training and requires no changes to existing processes, clients are able to implement this solution quickly and with minimum disruption.

• The client deployed Mattersight® Predictive Behavioral Routing to an initial subset of 96 agents. Improvement in both call length and quality was evident immediately. Results were measured and analyzed after 60 days.
• During that time period, calls routed via Mattersight® Predictive Behavioral Routing demonstrated a 23% reduction in Average Talk Time (ATT)—nearly five fewer minutes per call—versus calls routed using the client’s default method.
• Just as significantly, this reduction in call length did not come at the expense of customer satisfaction. On the contrary, the client saw a 5% increase in customer satisfaction, and a 25% decrease in customer dissatisfaction, as measured by performance scores.

• 23% Reduction in ATT
• 5% Increase in customer satisfaction
• 25% Decrease in customer dissatisfaction