Review of Mattersigh Behavioral Analytics
May 15, 2015
Review of Mattersigh Behavioral Analytics
Score 7 out of 10
Vetted Review
Verified User
Software Version
Not Sure
Modules Used
- All
Overall Satisfaction with Mattersight Behavioral Analytics
We use this software primarily in our customer service department. We have claims agents that assist with phone volume who would be included in the Mattersight system as well. We use their product to help report on agent performance, listen to recorded calls, and see how our business is performing with handling customer calls. It helps narrow down trends with agent behaviors with call handling. Examples would be frequency of transferring of calls, tracking repeat customers calling us, frequency of participants from specific clients that call, etc. Overall the BA system captures a significant amount of useful data.
Pros
- Mattersight is designed to record 100% of inbound and outbound calls to the company.
- Helps identify "personality types" particular to specific callers. In other words, the system has a way of identifying a specific caller's word choice and categorizing the caller in to one out of 8 specific personality types.
- They capture a lot of data which can provide helpful reporting on call volume which can help steer the business.
Cons
- Reporting and functionality isn't always consistent. This could be due to compatibility issues with the functionality of the software our company utilizes and what their system is recognizing.
- Help the our team come up with more specific actions we can take to improve our performance.
- Although we have had the same liaison for the past year or more, we have had 3-4 changes of account managers over the 8 years we have been using the system. I think we currently have the best person for the relationship.
- Increased accountability for our employees.
- Accessibility to review calls at any level in the organization, provided the employee has been provided access.
- My peers seem to be a little overwhelmed at times with all the information that is presented during monthly meetings - not sure on how to interpret the data and how to use the data to coach agents. This isn't a direct fault of Mattersight, but it may be helpful to have more pronounced feedback about the results of agent performance when meeting with the supervisors.
I have not used any other system in the years I have been in the workforce. Therefore I am not able to provide any comparison.
Using Mattersight Behavioral Analytics
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