Outbound Call Center Featured Article

Personality Mapping - A Way To Use Call Center Agents' Personalities to your Advantage

By David Sims
TMCnet Contributing Editor

A recent webinar titled “Transformational Call Center Results Through Personality Mapping” discussed the benefits and features of a new trend in new call center technology, Personality Mapping. This is the ability to drive Agent/Customer pairings based on more than their demographic and psychographic attributes, resulting in dramatically improved results,” according to webinar officials.

Register now for the free presentation.

Is this webinar for you? Good question. It’s easy to tell -- simply answer these questions. Is there room for improvement in your call center results? Do you see significant differences in agent personality even though all of your agents go through the same selection process and receive the same training? Are a range of possible outcomes in your call center environment possible? Does personality make a difference in call center results?

If you answered “no” to those questions, well, then no, this webinar isn’t for you. But for the rest of us, it is.

The presentation introduces SATMAP’s (News - Alert) personality matching, shows how SATMAP employs a non-linear neural network to align callers and agents in real time based upon personality attributes that optimize call outcomes, adds a critical layer of business intelligence to the call routing process and works in conjunction with all existing routing systems and platforms.

Presenting was Orlando Hampton (News - Alert), executive vice president of Client and Partner Services at SATMAP. During the presentation, Hampton explained that artificial intelligence technology matches agents to customers. “We do this in real time,” Hampton said. “Effectively we take lots of information that we understand about customers, and about agents, and we pair together people who are more likely to have an optimal result.”

The way webinar officials explain it, personality mapping lets you “take advantage of one of the last remaining large scale efficiencies in your call center -- agent personality. It provides measurable results of: up to 10 percent increases in sales revenue and decreases of approximately five percent in average handle time while also providing the ability to positively impact first-call-resolution and agent satisfaction.”