Leverage Agent Personalities to Improve the Customer Experience

Posted by Rodney Kuhn

3/3/16 1:30 PM

Individuality.jpgChances are you have a slew of different personalities that make up your customer service team. For example, you might have a few people who are extremely outgoing and another group of agents who are more shy and/or quiet.

Believe it or not, there’s an advantage to having a mixed bag of personalities on your team. After all, not every customer likes to be greeted by a loud customer service agent who’s got a big personality. Rather, some customers may like to communicate with someone who’s more relaxed and soothing. 

It’s human nature to gravitate toward people who have a personality similar to your own—it’s called “chemistry.” For example, introverts are often intimidated by people with more outgoing personalities (i.e., extroverts). In the customer service world, mismatching an agent to a customer can end up going horribly wrong.

Matching agent and customer personalities, however, can be tricky. In fact, in most contact centers, the attempt isn’t even made; instead, most customers get placed with whatever customer service agent happens to answer the phone.

So, how can your contact center take the lead and ensure that customers are connected to the right agents for their personality types? Believe it or not, there’s such a thing as personality-based routing, which uses data to identify the best agent to handle each caller based on the agent’s past performance and personal strengths, along with the customer’s personality and other behavioral characteristics.

Essentially, this sophisticated technology mines through past data sets to match the perfect agent with each designated caller. Compare it to a dating site, in which people are matched together based on their likes and dislikes. While not foolproof, the odds are in your favor, as matches are based on real data.

Not only does personality-based routing make calls smoother and quicker, it can also improve critical customer service metrics that contribute to your overall bottom line. For example, personality-based routing can help raise customer satisfaction rates, decrease average talk time, increase first call resolution and boost sales conversions. 

Don’t match the wrong customer service agent with the wrong customer ever again or, worse, put them on hold until you can get them matched with the appropriate person. Use personality-based routing to help improve the overall customer experience. 

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