talk to me - insights across one billion conversations
TRANSCRIPT
Insights Across One Billion Conversations
David Gustafson
Talk To Me
#call2loyalty
Productive 31%
Post-call activities 16%
Non-interaction 31%
Distress 14%
Transfer 8%
Only 31%of call time influences satisfaction.
Analyzing 1 Billion Recorded Conversations We Found…
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Understanding the Chemistry of a Conversation
Over 1,000 Statistically Accurate Data Elements
OgOrganizer
AdAdvisor
CoConnector
OrOriginal
SeSetup
PiProductive interaction
NiNon-interaction
DiDistress
TRTransfer
PrProbe
SeSelling effort
OfOffer
WaWant
AcAccept
ToTime to first offer
EnEngagement
WuWrap-up time
PmPromise made
EpEmpathy
XsCross-sell
MoMotivation
ExExpression of interest
MiMisrecognition
PcPositive comment
BiBirth
DeDeath
InInterruption
CtCall type
MaMarriage
MvMoving
GrGraduation
ItIdle time
ApApplication switches
Personality Service time Selling time Collections time
Language Life events Desktop activity
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VariabilitySuccessful conversations are influenced by many factors
Negotiation time
Caller distress
Non-interaction time
HighLow
NON-INTERACTION TIME
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VariabilitySuccessful conversations are influenced by many factors
NON-INTERACTION TIME
3.8xvariability in non-interaction time
2.5xvariability in negotiation time
2.2xvariability in caller distress
Q4 Q1NEGOTIATIONTIME
CALLERDISTRESS
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Organizer Connector Advisor Original
VariabilityBest agents are 23% more efficient with their best personality connection
PERSONALITY STYLE
AVERAGETALK TIME
WORST3RD BEST2ND BESTBEST PERSONALITY MATCH
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Aligning to Personalities Drives Value
11% 19% 4% 6%-4% -7% -12% -18%
AGENT’S BEST PERSONALITY CONNECTION
AGENT’S SECOND-BEST PERSONALITY CONNECTION
AGENT’S THIRD-BEST PERSONALITY CONNECTION
AGENT’S WORST PERSONALITY CONNECTION
AVERAGETALK TIME
SALES
23%DIFFERENCE
37%DIFFERENCE
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Mattersight solutions
INTERACTIONDATA
calls analyzed and growing1B+patents+31
The data led us to create a suite of products.
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Using Personality across the Enterprise
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Expanding Personality
INTERACTIONDATA
calls analyzed and growing1B+patents31+
