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Understanding Customer Motivation toNavigate Toward Desired Outcomes

March 28, 2012

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Mike Ashe, Vice President, Mattersight


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About Mattersight

Behavioral Analytics is a Cloud Based Managed Service to

extract insights and drive operational value using allcustomer 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 CustomerSatisfaction, Service, Sales, Collections and Fraud

Strongly centered on behavior:

Behavior = Personality (who you are)

+ Actions (what you do)

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Millions of customer and employee interactions occur across anorganization on a daily basis

Highly variable customer expectations and behaviors

Highly variable employee performance

Sheer size and complexity of collecting, descrambling andreorganizing voice, desktop and multi-channel interaction data canbe overwhelming, making it very difficult to understand and act onthese insights

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The Customer Experience Challenge


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Customer Experience Spans Multiple Channels

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

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StatementReceived Via

Email

A Multi Channel Customer Interaction

Checks onMobile App

Checks onWebsite

Talks toCSR

ReceivesRevised

Statement

Talks toAnother

CSR


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Behavioral Analytics Solution Overview

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Predicting Customer Outcomes and Behaviors

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What is Predictive Analytics?

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Desirable OutcomeUndesirable

Outcome

Customers with Measurable Experience


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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

Empathy

Caller Distress

Customer Engagement

Selling Effort

Policy Information

Customer Personality

Demographics

Call Type

Product Type

EmployeeAttributes

ExperienceAttributes

BusinessProcess

CustomerAttributes

Tenure

Personality

Proficiency

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Driving Improvement in Employee Performance

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Significant Employee Variability Impacts Satisfaction

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Distribution Identifies Lowest Performing Agents

Agent

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


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Identifying Best Coaching Opportunities by Employee

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Routing Callers to the Best Available Agent

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Caller with 5Recent Calls allwith Distress

Caller with

EscalationLikelihood of

82%

Caller with 79%Likelihood of

Attrition

Customer whoCalls Daily toCheck RoutineOrder Status

Caller

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Predicting Optimal Pairing of Caller and Employee

Best AvailableAgent Handling

Callers inDistress

Employee

Agent withLowest Escalation

Likelihood forthat Type of

Caller

Agent withLowest

Predicted

Attrition for thatType of Caller

Low Performingor Low Tenure

Agent


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Case Study Predictive Analytics & PerformanceManagement

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Business Objectives Improve customer experience

during the sales and service process

Increase sales effectiveness

Deployment Behavioral Analytics Service and

Sales Application with PredictiveAnalytics & PerformanceManagement

700 service agents across 3 sites 800 sales agents across 3 sites

Business Results 10% increase in customer

satisfaction (CSAT) across salesand service within 6 months of

deploying predictive CSATcombined with performancemanagement

5.5% decrease in costs within 12months across all service agents

45% improvement in sales closurerates within 12 months across all

sales agents

Our client is one of the United States largest publicly held propertyand casualty insurers


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Case Study

Business Objectives Improve call center efficiency and

effectiveness by reducing AverageTalk Time (ATT) and Average ContactTime (ACT)

Deployment Behavioral Analytics Predictive

Routing Application

200 agents

Business Results Immediate 29% ATT reduction and

13% ACT reduction for calls routedby Predictive Routing

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Our client provides health care insurance for approximately 3 millionmilitary members, retirees and their families


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Driving Value Across an Organization


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White Papers Available

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Mike AsheVice President, Mattersight CorporationMobile: [email protected]
mailto:[email protected]:[email protected]

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