Personality Matching Technology for
Contact Centers

Returns on contact center technology investments have traditionally been problematic to measure. There are many factors that impact program results: economic environment, competitive landscape, agent quality, management performance, and more. If performance improves after a new technology is introduced, was the improvement due to the technology or to other ambient factors?

SATMAP's impact is precisely measurable.

In standard implementations, SATMAP is alternated on and off at fifteen minute intervals. This cycling allows contact center managers to measure the impact of SATMAP while it is running compared to when it is not. Managers know precisely the performance improvement that SATMAP delivers with confidence that no other factor is influencing the measurement.

Can we do better?

Over the past decade contact centers have deployed a myriad of technologies: skills-based routing, IVR, call recording, workforce management and other infrastructure solutions. Successful managers have learned how to optimize performance within their existing component suite.

SATMAP further enhances and builds on these investments. Tightly integrated with the majority of incumbent technologies, SATMAP raises contact center performance without changing existing infrastructure or operational processes.

SATMAP is not a replacement for skills-based routing, cloud routing or other incumbent call processing tools. Instead, SATMAP extends the reach of these technologies by providing an additional layer of personality-based call matching intelligence.

A stable and motivated workforce helps drive contact center efficiency.

SATMAP helps motivate and retain contact center agents by raising the quality of their interactions and enhancing their performance. Job satisfaction improves as incentive opportunities increase, saving recruitment, onboarding and training costs. Because productivity rises as agents become more tenured, contact center managers can increase focus on development activities such as coaching, mentoring and performance calibration.

With the benefits of SATMAP, managers can increase focus on development activities such as coaching, mentoring and performance calibration.

• Examples of Inbound optimizations:
• Improve customer satisfaction
• Optimize up-sell / cross-sell
• Enhance retention
• Reduce handle time
• Reduce truck rolls
• Improve first call resolution
• Minimize escalations

• Examples of Outbound optimizations:
• Boost sales conversions
• Optimize up-sell / cross-sell
• Improve RGU yield
• Maximize ARPU
• Increase RevPAR
• Improve collections
• Lower subscriber acquisition cost