Outbound Call Center Featured Article

Behavioral Analytics Help Drive Improved Predictive Routing in the Call Center

By Tracey E. Schelmetic
TMCnet Contributor

Experienced and successful call center organizations know that a good call center – one that is a net benefit to the organization is serves – starts with routing. When the right calls reach the right department or agent at the right time, it's an excellent first step in providing an exceptional customer experience. To that end, many companies have chosen to use the technology called predictive routing to make sure calls arrive in the right place. To boost the effectiveness of predictive routing, some companies have begun associating behavioral analytics with call routing.

One such company is Mattersight Corporation, which today announced the expansion of its Behavioral Analytics service to include predictive routing. Mattersight's Predictive Routing automatically routes customer calls based on advanced algorithms that predict the best available contact center agent to handle each specific caller. Mattersight's Predictive Routing was designed to integrate easily with widely used telephony and routing systems to route callers based on this predictive pairing analysis, said the company in a press release.

Mattersight's Predictive Routing leverages behavioral analytics data to address a number of traditional gaps in many companies' current routing strategies. It can take into consideration agent performance variations, the fact that better performing agents often have lower utilization rates (while poorer agents tend to have higher utilization rates), and can help companies better associate a customer's pertinent data to that customer's contacts with the call center.

By finding the right data and using analytics to make the most of it for each customer contact, the new solution can provide call centers with the kind of high performance “data mart” they need to more robustly support the real-time responses required by routing applications.

Using this data, says Mattersight, companies are better positioned to drive significant and immediate cost reduction; improve first-call resolution; increase customer satisfaction, retention, and sales; and improve customer experience.

“A number of customers consider using advanced and detailed analytic data to route calls as the holy grail of call routing. We believe the combination of our analytics and our Predictive Routing is the solution customers have long been seeking,” said Kelly Conway, Mattersight's president and CEO.