You are on page 1of 17

Understanding Customer Motivation to Navigate Toward Desired Outcomes

Mike Ashe, Vice President, Mattersight


March 28, 2012

About Mattersight
Behavioral Analytics is a Cloud Based Managed Service to extract insights and drive operational value using all customer and employee interaction data Worlds most advanced linguistic processing algorithms
Weve decoded the genome for human language in a business context

Analyzed Over 1 Billion Interactions for Customer Satisfaction, Service, Sales, Collections and Fraud Strongly centered on behavior:
Behavior = + Personality (who you are) Actions (what you do)

The Customer Experience Challenge

Millions of customer and employee interactions occur across an organization on a daily basis
Highly variable customer expectations and behaviors Highly variable employee performance

Sheer size and complexity of collecting, descrambling and reorganizing voice, desktop and multi-channel interaction data can be overwhelming, making it very difficult to understand and act on these insights

Customer Experience Spans Multiple Channels

A Multi Channel Customer Interaction


8:47 am 8:52 am 8:58 am 9:02 am 11:10 am 11:20 am

Statement Received Via Email

Checks on Mobile App

Checks on Website

Talks to CSR

Talks to Another CSR

Receives Revised Statement

Behavioral Analytics Solution Overview

Predicting Customer Outcomes and Behaviors

What is Predictive Analytics?


Customers with Measurable Experience

Desirable Outcome

Undesirable Outcome

Predictive Customer Satisfaction vs. Surveys


Issues with Customer Satisfaction Surveys
Sample sizes often arent statistically valid Respondent population often doesnt match typical caller population Lack actionability to the specific process or employee level Expensive and can have hidden costs (time spent soliciting surveys)

Using Analytics to Predict Customer Satisfaction

Experience Attributes Empathy Caller Distress Customer Engagement Selling Effort

Employee Attributes Tenure Personality Proficiency

Customer Attributes Policy Information Customer Personality Demographics

Business Process Call Type Product Type

Driving Improvement in Employee Performance

Significant Employee Variability Impacts Satisfaction

Distribution Identifies Lowest Performing Agents

Agent

Poor/Very Poor Customer Satisfaction per 1,000 Customer Interactions

10

Identifying Best Coaching Opportunities by Employee

11

Routing Callers to the Best Available Agent

12

Predicting Optimal Pairing of Caller and Employee

Caller
Caller with 5 Recent Calls all with Distress

Employee
Best Available Agent Handling Callers in Distress

Caller with Escalation Likelihood of 82%

Agent with Lowest Escalation Likelihood for that Type of Caller

Caller with 79% Likelihood of Attrition

Agent with Lowest Predicted Attrition for that Type of Caller

Customer who Calls Daily to Check Routine Order Status

Low Performing or Low Tenure Agent

13

Case Study Predictive Analytics & Performance Management


Our client is one of the United States largest publicly held property and casualty insurers Business Objectives
Improve customer experience during the sales and service process Increase sales effectiveness

Business Results
10% increase in customer satisfaction (CSAT) across sales and service within 6 months of deploying predictive CSAT combined with performance management 5.5% decrease in costs within 12 months across all service agents 45% improvement in sales closure rates within 12 months across all sales agents

Deployment
Behavioral Analytics Service and Sales Application with Predictive Analytics & Performance Management 700 service agents across 3 sites 800 sales agents across 3 sites

14

Case Study
Our client provides health care insurance for approximately 3 million military members, retirees and their families Business Objectives
Improve call center efficiency and effectiveness by reducing Average Talk Time (ATT) and Average Contact Time (ACT)

Business Results
Immediate 29% ATT reduction and 13% ACT reduction for calls routed by Predictive Routing

Deployment
Behavioral Analytics Predictive Routing Application 200 agents

15

Driving Value Across an Organization

16

White Papers Available

Mike Ashe Vice President, Mattersight Corporation Mobile: 925-348-6832 mike.ashe@mattersight.com

17

You might also like