Making a difference through BA
May 24, 2016

Making a difference through BA

Brenda Kilgore | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Mattersight Behavioral Analytics

We use Mattersight Behavioral Analytics (BA) for our inbound and out bound customer service reps. Our QA department uses BA for conducting our QA audits daily; these audits are shared with our floor supervisor and sometimes management. Supervisors and team leads are also completing call audits on a weekly basis. We are now able to compare patient service representatives' performances with their peers as well as with our other call centers.
  • It has allowed us to be more specific with our coaching through the heat maps
  • We are having diffuculty finding calls that have screen capture, when we do our QA audits
  • It has allowed for better coaching opportunities and the staff is handling calls better by knowing how to recognize the personality of the caller and being able to meet the caller's pysch needs as well as avoid distress.
I find Mattersight Behavioral Analytics well suited for our company. Our inbound team has seen an improvement in the quality of the calls and a decline in the distress calls now that the patient service representatives (PSRs) are able to recognize the psych needs of the personalities as well as know what would trigger distress.