Overall Satisfaction with Mattersight Behavioral Analytics
UnitedHealth Group-Optum Global Solutions (UHG-OGS) firmly believes that a customized service is very much needed to help people live healthier lives. Thus, Behavioral Analytics (BA) comes into play. This program greatly helps provider services in terms of meeting customer satisfaction and issue resolution. BA fully aids the agents, supervisors, trainers, and managers to deliver outstanding service through effective and personalized responses designed for every personality style.
- Identifying the base and phase personalities of the users - even determining phase changes and the order of the personality floors.
- 100% call recordings and 25% analyzed calls - which helps on identifying strengths and opportunities for audit and coaching purposes.
- Desktop Analytics and First Call Resolution - for coaching purposes.
- Hopefully, there could be more calls with screenshots to justify Desktop Analytics.
- If Mattersight BA could also share population statistics per personality style for the Asian region (to make it more relatable to the Asian audience).
- If possible, real time updates of call recordings (in synch with our Qfiniti).
- Improved Customer Satisfaction - through increased positive survey ratings
- Increased First Call Resolution rates and decreased callbacks / return calls
- Improved quality and employee efficiency
Mattersight BA is a better tool because it is more comprehensive and truly aligned with the business needs.