SATMAP Presentation February 2010

SATMAP IntroductionFebruary 2010

The Resource Group

$250 million in revenues

Growing 40% annually

27 locations in 7 countries

6,000 employees

Washington, DC based

SATMAP neural networks

Uses neural networks to identify patterns of success and then matches callers to agents

Finds subtle, nonlinear patternsOperates under incomplete or noisy

informationContinually adapts to changing agents,

customers, products and environments

SATMAP core insights

There is diversity of personalities between agents and between customers

Optimally aligning personalities makes a big difference in call center performance

Personality mapping happens real-timeSATMAP chooses both the right agent for

a given caller and the right caller for a given agent

SATMAP data sources

Agent personality data comes from a browser-based 15-minute survey given to agents at the start of their employment

Caller personality data is pulled in real-time based on caller ID from SATMAP-sourced databases such as Axciom, Targus, Experian, and others

Neural network training sets built on client historical call outcome data (revenue outcome, handle time, customer sat)

SATMAP pairing intuitions

Extroverts prefer extrovertsHNW customers prefer analytical agents

In practice, a massively data intensive process to establish personality pairings for both agents and customers based on over 100 different variables

Auditable SATMAP results

Revenue (yield) 15% increase

Cost (AHT) 7% decrease

Satisfaction (1-5 scale) 0.8σ improvement

Pre-SATMAP Pairing Strategy

Agent Data100+ Demographic Variables

Languages SpokenRegional AffinityDriving Habits

GenderPurchase Habits

Age RangeTravel Habits

Current Zip CodePrevious Zip CodeProducts in Home

Etc…

SatMap gets this data fromAgent Surveys that are filled

out by agents

Customer Data100+ Demographic

VariablesHousehold Income

Household SizeCurrent Zip Code

Previous Zip CodeAge Range

Type of AutoViewing Habits

Purchase historyProducts in HomeNumber of credit

cardsEtc…

SatMap gets this data from external

sources such as Axiom, Targus,

Experian, and Prizm based on Caller ID

SATMAP Pairing Strategy

.046

.065

.093


Languages SpokenRegional AffinityDriving Habits

GenderPurchase Habits

Age RangeTravel Habits

Current Zip CodePrevious Zip CodeProducts in Home

Etc…


out by agents


VariablesHousehold

IncomeHousehold Size

Current Zip CodePrevious Zip Code

Age RangeType of AutoViewing Habits

Purchase historyProducts in HomeNumber of credit

cardsEtc…





.046

.065

.093


Languages SpokenRegional Affinity

Driving HabitsGender

Purchase HabitsAge Range

Travel HabitsCurrent Zip Code

Previous Zip CodeProducts in Home

Etc…


out by agents


VariablesHousehold

IncomeHousehold Size

Current Zip CodePrevious Zip Code

Age RangeType of Auto

Viewing HabitsPurchase history

Products in HomeNumber of credit

cardsEtc…





.046

.065

.093


Revenue

0 50 100

Cost Reduction

Customer Satisfaction

0 50 100

0 50 100

Increased Revenue, Decreased Handle Time, Increased Customer Satisfaction


SATMAPSATMAPSATMAPSATMAP

Call Outcome DataCall Outcome Data

RevenueRevenueCall Handle TimeCall Handle TimeCustomer Customer SatisfactionSatisfaction

Agent Agent Psychographic / Psychographic / Demographic SurveyDemographic Survey

Customer Supplied Customer Supplied Information Information (Optional)(Optional)

Real-Time Real-Time Management ControlManagement Control

ReportingReporting

TRG Supplied TRG Supplied Customer Customer InformationInformation

PBX/ACDPBX/ACD

Integration Methodology

www.satmaptrg.com

http://www.satmaptrg.com/

SATMAP Presentation February 2010

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