Mattersight Unveils an all New ROI Calculator for Call Centre Businesses

By CIOReview | Tuesday, August 11, 2015
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CHICAGO, IL: The providers of behavioral call centre software, Mattersight announces its latest release named ROI (Return on Investment) calculator on its website. This tool provides companies with insights  of the impact of its call routing solution into their business.

The calculator processes user data points and provide an estimation of how the company’s Predictive Behavioral Routing solution will have an impact on any one of five selected metrics – CSAT, churn, handle time, sales or collections.  

"It's one thing to hear about the results other organizations have achieved with Predictive Behavioral Routing. But it becomes a much more meaningful and compelling solution when you see the impact it can have on your actual numbers, down to the percentage point. Suddenly you can visualize a very different bottom line and a very different future for your business, and know exactly what will get you there,” quotes Luke Olson, the company’s Director of Product Management.

Along with the portrayal of the company’s picture of  metric-specific ROI, the users also get to see a customized ROI report which includes the industry benchmark data. This provides them with an insight into their competitors’ numbers for comparative study, both with and without Mattersight's solution in place.

Mattersight Predictive Behavioral Routing works on the principle of identifying the personality type of the caller by analyzing the customer history and a variety of other behavioral data, which then instantly connects that caller to the relevant call center agent with a positive personality connection with the same. These connections help to drive an immediate improvement, ranging between 10 to 30 percent, in key metrics including customer satisfaction, agent performance variability, sales, loyalty and more.