Customer relationships are at their most fundamental between customers and the representatives with whom they are interacting. The closer the fit for both parties the better the rapport between them and the greater the likelihood that these relationships will be established and maintained.
To make those successful relationships happen requires advanced intelligence from the participants, which is especially critical in contact centers because there are no visual clues, only verbal and in text.
Sitel, a leading global business process outsourcing (BPO) provider, and SATMAP, which provides technology to matching customers to contact center agents based on real-time analysis of diverse personality attributes, have partnered to provide just that for the BPO firm’s clientele. Sitel will be offering its clients optimal routing solutions based on customer and agent characteristics built on the SATMAP solution.
Working with neural networks and artificial intelligence technology used by the CIA and NSA, SATMAP pairs agents with customers through an extensive list of more than 100 demographic, psychographic and geographic variables. SATMAP gains intelligence by continually analyzing outcomes and updating agent information and performance after each unique customer interaction. Every factor from gender and age to location and education are analyzed in billions of combinations to optimally connect calls with specific agents who are most likely to succeed with a specific customer.
SATMAP integrates with and optimizes existing contact center technology investments such as workforce management, skills-based routing, cloud routing, customer relationship management software, voice analytics, call recording and PBX telephony. SATMAP enhances millions of interactions each day in diverse consumer-facing industries such as telecommunications, financial services, hospitality, travel and retail.
Sitel is bolstering its roster of contact center agents that SATMAP can match clients’ customers to. For example the BPO firm has been expanding its Starkville, Miss., contact center with over 400 new full-time positions projected from August to the end of October, 2010.
“At the end of the day, Sitel is driving a higher return on our client’s customer investment needs by aligning our customer service strategy through partnerships with leading technology and process companies,” said Amit Shankardass, chief global marketing officer of Sitel, in a statement. “Our partnership with SATMAP ensures that we are getting the right call to the right agent at the right time and building personal relationships for some of the world’s most renowned brands.”
“Leading call center providers such as Sitel know that a customer or an agent should never be randomly selected as the ‘next one in the queue,’ but handpicked and aligned to the best agent to effectively address the customer’s unique needs,” said Bruce Wolff, EVP of Business Development at SATMAP. “Sitel and SATMAP are teaming up to demonstrate how technology continues to evolve the call center and enhance the customer conversation and experience.”