Behavior Analytics for a More Efficient Call Center
May 17, 2016

Behavior Analytics for a More Efficient Call Center

Joslyn Graham | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Overall Satisfaction with Mattersight Behavioral Analytics

The Behavioral Analytics program is used in the United Healthcare Consumer Services division as a way to help agents understand personality styles of their callers and of themselves in an effort to make the consumer services experience a positive interaction with our agents. It is our goal to decrease member effort and to leave the consumer with a sense of delight when they leave the call.
  • Identifies language in times of "distress" or "energy" as a the measure of personality style advertisement. This helps learners to understand what to listen for and how to respond; treating others the way they would have you to treat them.
  • Explains and gives examples on how the agent can identify these callers to help them to be even more efficient/effective in their interactions with consumers.
  • Helps trainers and supervisors to see their subordinates as customers. Understanding my trainees' personality style helps me to coach them to various opportunities in a way that makes them feel valued.
  • Increase agent efficiency
  • Improved consumer feedback via United Experience Surveys
  • Improved and more effective coaching methods
Behavioral Analytics is a required training for every new hire training class at my organization for consumer services. The training usually takes place within the first 6 weeks on the training course and is utilized throughout the rest of the training course as a resource to coach agents to their efficiency and quality for their recorded calls. Understanding the behavior model of each agent and caller helps the learning solutions team to identify areas of opportunity based on the agent's interaction with the members.
Prior to using the Mattersight Behavioral Analytics as a foundation for our call monitoring, we used Qfiniti to monitor agents calls. While Qfiniti is an adequate system, providing call data, opportunities for listening and quality auditing, Qfiniti did not provide a way for our agents to be member focused as the data in Qfiniti was solely regarding the agents performance and not the caller's need. Having the Mattersight Behavioral Analytics portal available helps us to both monitor the agent's calls but also to track the behavior model of each caller and to identify what kind of skills compliment the caller's behavior style, giving agents the opportunity to serve the member based on the expectation that they know an individual of their behavior style requires.
I have told both colleagues, family and friends that I wish the Behavioral Analytics course could be taught in every business and even in secondary education courses. The concepts taught in the course would be useful in business, in ministry, in counseling, in medicine (doctor/patient interactions), in family interactions and in personal growth and development. I do not know of any area of life that this training would be inappropriate.