Case Studies
Fortune 50 Software Company Engineers a Contact Center Victory
Overview
Analytics & Modeling - Predictive Analytics | |
Consumer Goods Software | |
System Integration | |
Operational Impact
The client deployed Mattersight® Predictive Behavioral Routing to an initial subset of 96 agents. Improvement in both call length and quality was evident immediately. Results were measured and analyzed after 60 days. | |
During that time period, calls routed via Mattersight® Predictive Behavioral Routing demonstrated a 23% reduction in Average Talk Time (ATT)—nearly five fewer minutes per call—versus calls routed using the client’s default method. | |
Just as significantly, this reduction in call length did not come at the expense of customer satisfaction. On the contrary, the client saw a 5% increase in customer satisfaction, and a 25% decrease in customer dissatisfaction, as measured by performance scores. | |
Quantitative Benefit
23% Reduction in ATT | |
5% Increase in customer satisfaction | |
25% Decrease in customer dissatisfaction | |