In a recent issue, there was coverage of ELoyalty, which was founded by Kelly Conway which has developed software to decode a caller's personality. Based on the personality type, the call center can then focus their approach to what that caller may desire. The six kinds of customers are as follows:
- Emotions-Driven (30%): forge relationships with agents before directly into the problem
- Thoughts-Driven (25%): want facts and analysis
- Reactions-Driven (20%): either love or hate something
- Opinions-Driven (10%): language is full of imperatives and minds are resolute
- Reflections-Driven (10%): prefer silence to banter
- Actions-Driven (5%): craves movement and progress
To read more about this, click here to be taken to the article.
So subscribe to Forbes Magazine, click below:
Posts
