Personality Matters: Mike Ashe, Vice President and Account Executive, Mattersight
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Personality Matters Mike Ashe, Vice President Argyle Forum Denver 1
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Mike Ashe, Vice President and Account Executive at Mattersight, discussed how a company can have easy, effortless conversations with its customers during a Thought Leadership Spotlight Presented by Mattersight at the 2014 Customer Care Leadership Forum in Denver on Sept. 11. In his presentation, “Personality Matters,” Ashe noted how a company’s employees interact with customers can have the same effects as an advertisement. According to Ashe, language is important, especially for call center agents. Listening to a call center representative, Ashe said, enables a company to learn about this agent’s personality and how he or she builds relationships with customers. Ashe added a call center agent needs to express emotions and show that he or she is empathetic to help a company improve its customer satisfaction levels: “A thoughts-based person does not want to hear ‘I’m sorry.’ They want to hear ‘Okay, I’m going to take responsibility for your issue. Here are the three things I’m going to do,’ and as soon as you say that they write down on their pad one, two, three, because they always take notes, they always know who they spoke with.” Data often is secondary for customers, Ashe said. If a call center agent makes a customer feel appreciated, Ashe pointed out, this representative can be a valuable contributor to his or her company: “There is a good way and a bad way to handle that call. The right way is for someone to say, ‘Thank you so much for taking your time to call in. You’re making Compaq the best computer company we can be,’ so we can be acquired by Hewlett-Packard. The wrong way to handle that is to say, ‘Why did you call? Why did you bother?’ because then they would feel disrespected.” - See more at: http://www.argylejournal.com/customer-care/thought-leadership-spotlight-presented-by-mattersight-personality-matters-mike-ashe-vice-president-and-account-executive-mattersight/#sthash.McU5z06N.dpuf
Transcript of Personality Matters: Mike Ashe, Vice President and Account Executive, Mattersight
- 1. Personality Matters Argyle Forum Denver Mike Ashe, Vice President 1
- 2. MattersightThe Leader in Transforming Unstructured Interactions into Powerful Business Insights Confidential & Restricted 2014 Mattersight Corporation 2 Key Facts Founded 2006 Headquarters Chicago, IL Employees ~200 Behavioral Algorithms 8+ Million Development to Date 650+ Man-Years R&D Investments ($) $80+ Million Innovative unstructured data analytics Sales, service, retention, CSAT, and collections applications drive 3X-10X return on spend Growing blue-chip and middle market customer base
- 3. Have you ever had a conversation with someone where its easy, effortless, and the conversation just flows smoothly? Confidential & Restricted 2014 Mattersight Corporation Language and Human Connection 3 How about other times where the conversations doesnt flow smoothly, feels very difficult/forced and you might as well be speaking a different language?
- 4. Confidential & Restricted 2014 Mattersight Corporation Language and Human Connection 4 How about other times where the conversations doesnt flow smoothly, feels very difficult/forced and you might as well be speaking a different language?
- 5. Understanding Personality through Language That connection or mismatch is established through recognizable language patterns Confidential & Restricted 2014 Mattersight Corporation Key words Tones and tempo Grammar Syntax Facial Expressions These recognizable language patterns advertise an individuals underlying personality traits, and a constellation of associated behaviors How we want to be interacted with What we want out of the interaction What our psych needs are a need, not a want How and why we behave as we do when in stress 5
- 6. The Process Communication Model In the 1970s Dr. Taibi Kahler recognized these communication patterns and developed the Process Communication Model (PCM) These communication patterns can be categorized into six Emotions Compassionate, Sensitive, Warm (Princess Diana) Confidential & Restricted 2014 Mattersight Corporation personality styles While everyone has all of these styles, each of us has a base, foundational personality part which strongly defines our language and orientation to the world 6 Thoughts Logical, Responsible, Organized (Spock) Opinions Dedicated, Observant, Conscientious (Bono) Reactions Spontaneous, Creative, Playful (Ellen DeGeneres) Reflections Calm, Introspective, Imaginative (Mahatma Gandhi) Actions Adaptable, Resourceful, Charming (Donald Trump)
- 7. Why It Works Agent Variability by Caller Personality Pats Accept Rate is 13.3% per Sales Call Confidential & Restricted 2014 Mattersight Corporation 7 Pat All Callers 13.3%
- 8. Why It Works Agent Variability by Caller Personality But all callers dont communicate and interact the same way and Pats accept rate is very different for different personality styles Emotions (Princess Diana) Compassionate, Sensitive, Warm Logical, Responsible, Organized Confidential & Restricted 2014 Mattersight Corporation Thoughts (Spock) Opinions (Bono) Dedicated, Observant, Conscientious Reactions (Ellen DeGeneres) Spontaneous, Creative, Playful 8 All Callers 17.6% 15.1% 9.2% 12.8% Pat 13.3% 13.3%
- 9. Pats Not AloneAgents Are Variable by Caller Personality Accept Rate Variability by Agent by Caller Personality Agent Emotions Opinions Reactions Thoughts Average Kevin 24.4% 18.3% 29.1% 20.9% 23.9% Hailey 9.7% 28.2% 15.2% 12.8% 15.3% Kim 11.1% 6.1% 3.1% 11.4% 7.5% Jeff 0.8% 2.4% 2.7% 6.4% 4.0% Average 12.7% 12.8% 12.6% 13.3% 12.8% Confidential & Restricted 2014 Mattersight Corporation 9 Pats 2nd Best Rate Pats Best Rate Pats Worst Rate Pats 3rd Best Rate Pat 17.6% 9.2% 12.8% 15.1% 13.3% Accept Rate Variability: 600+ Seat Inbound Sales Center Agent Performance Quartile Agents Best Personality Pairing 2nd Best Personality Pairing 3rd Best Personality Pairing Agents Worst Personality Pairing Average Q1 28.3% 24.0% 19.6% 15.0% 20.4% Q2 21.3% 17.0% 13.9% 10.2% 14.4% Q3 16.2% 12.2% 9.3% 6.2% 9.8% Q4 8.5% 5.9% 4.2% 2.4% 3.8% Average 18.6% 14.8% 11.8% 8.5% 12.1%
- 10. Personality Matters - What Can You Do About It? 1. Recognize the impact of personality and behavioral attributes on Confidential & Restricted 2014 Mattersight Corporation your business 2. Customers are looking for different styles of communication: Personalize the experience based on their personality style and how they digest information and communications 3. Employees handle certain personalities better than others: Coach agents and employees on handling and connecting with customers based on communication styles and behavioral characteristics 4. Automatically create better experiences for agents, customers and your business by leveraging behavioral and personality data for agent-level call routing 10
- 11. Confidential & Restricted 2014 Mattersight Corporation 11 Thank You! Mike Ashe Vice President, Account Manager [email protected] office: (312) 454.3603
