Mattersight feels that, by combining personality science with automation, it's revolutionizing customer service. Mattersight's Chief Marketing Officer Jason Wesbecher told Business Insider that for year’s calls were indeed recorded, but only about 1% were actually listened to and analyzed.
Mattersight's goal is to look at that other 99%. In the past 10 years, Wesbecher said the company has listened to about one billion phone calls.
"We've built 10 million behavioral algorithms and language libraries that are firing on a second-by-second basis to identify all of these previously abstract attributes that we can now quantify and put into a spreadsheet," Wesbecher said.
Those attributes include your personality style, whether you're upset, whether the agent shows empathy, and how much effort the exchange takes.
"It's a big data science approach to every second of every customer service phone call," Wesbecher said.
When customers reach out to call centers, they're frequently in distress — maybe their credit card's just been stolen or they've got a $10,000 medical bill that their insurance apparently isn't covering.
The PCM posits that everyone acts differently when they're in distress, based on their dominant personality type. Call centers that use Mattersight's products presumably provide better service because they connect callers with agents who know exactly how to handle their particular distress style.
The result of Mattersight's intervention is typically twofold: Customers are happier because their needs get satisfied more efficiently, and agents are happier because their calls go much more smoothly. Both employee and customer satisfaction increases. Mattersight’s CMO, Jason Wesbecher, said a large technology company implemented the routing product and within the first 90 days of using it saw a 23% improvement in call efficiencies. Meanwhile, the number of people who said they were unlikely to recommend the service to someone else decreased by 20%. "It's phenomenal and also pretty fascinating that it was a personality connection that drove those results.", says Wesbecher.
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Fred LeFranc is a turnaround specialist who has 30 years experience working in the restaurant chain business. He took over as CEO of a restaurant chain that was in trouble. He turned it around using the concepts of Process Communication.
He was so successful that Inc. magazine did an article on him. He believes that understanding the concepts of Process Communication Model® gives leaders a spotlight on someone’s brain.
This enables the leaders to understand where their team members are coming from, to be more tolerant of their positions, and to understand how to deal with them. Therefore, he used the concepts in his strategic planning meetings and found that these concepts took all of the noise out of meetings.
It reduced the in-fighting and distress reactions and allowed his staff and restaurant managers to focus on improving the profitability of their restaurants. He believes that to be successful in turning a business around, CEO’s must change the language and the culture of the business. The concepts of Process Communication Model® enabled him to do this very successfully.
Prior to this he was president of another company. He introduced the concepts of Process Communication to the company and had a 35% increase in same store sales in 3 years. This was unheard of in the restaurant business. He also had double digit growth in transaction average and in head count.
The Ware Youth Center in Coushatta, Louisiana has a 2ecidivism rate that is less than 20% – the best in Louisiana and perhaps in the country. As a result of their success they have been given responsibility for all of the youth detention centers in northern Louisiana. In addition, in September 2007, they began constructing a facility to house all of the women in northern Louisiana who were adjudicated to the juvenile justice system.
To place the success of the Ware Youth Center in perspective, the national average recidivism rate is 69% and for youth who have committed serious crimes, it is 80%.
The staff at the Center were trained in the concepts of Process Communication Model ® in 2002. There was a 42% reduction in the number of student incidents in the 8 months after the staff began applying the concepts compared to the 6 months before they were trained. In addition, there were only 2 expulsions during that period compared to 13 in the 6 months before. There have been no expulsions in the several years since.
As graduate student at Louisiana State University her masters thesis was on the change at the Center. Every youth said that they intended to stay out of criminal activities after their release.
The results of the research were viewed with skepticism at the time. However, subsequent events have demonstrated that the incarcerated youth meant what they said. If there had been a support mechanism in place to help the 25% stay out of trouble after they were placed in the same environment, with the same friends with whom they got in trouble before, might they too have gone straight? We can only speculate about that. The wonder is that the 75% were successful.