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Using Big Data to Improve Call Routing in Customer Service -- 2015 Software Advice IndustryView

Nowadays, call centers are using more sophisticated big data techniques to determine which agents should handle which customers based on that person's individual preferences. In this report, call center comparison review company, Software Advice, examined advanced call routing techniques to help businesses find opportunities to refine their own call center routing to improve customer service outcomes. Here's what they found: 1. Preference for the pace of a service call is correlated with age: A slower pace is preferred by 67 percent of people 65 and older, while 51 percent of 18- to 24-year-olds prefer this. Tweet This: #CCTR Report: Preference for the pace of a #custserv call correlates with age -- stat via @SoftwareAdvice @Five9 http://wp.me/p3tHsP-Wn graph 1

2. Urban residents (24 percent) are more than twice as likely as rural (10 percent) or suburban (9 percent) residents to prefer an agent who is close to their own age. Tweet This: #CCTR Report: Urban residents more likely to prefer an agent close to their own age -- stat via @SoftwareAdvice @Five9 http://wp.me/p3tHsP-Wn Contact Center Report   3. Preference for service agents' demeanor varies by region, with 49 percent of Midwestern callers preferring "casual" and 36 percent of Northeastern callers favoring "formal." Tweet This: #CCTR Report: 49% of Midwest callers prefer a casual demeanor from #custserv agents -- stat via @SoftwareAdvice @Five9 http://wp.me/p3tHsP-Wn Contact Center Report   4. With the exception of those 65 and older, all age groups express a preference for agents with a "casual" versus a "formal" demeanor. Tweet This: #CCTR Report: Most age groups prefer agents with a casual versus formal demeanor -- stat via @SoftwareAdvice @Five9 http://wp.me/p3tHsP-Wn Contact Center Report   5. Preference for a U.S.-based agent increases with caller age: 48 percent of 18- to 24-year-olds prefer a U.S.-based agent, while 78 percent of 55- to 64-year-olds prefer this. Tweet This: #CCTR Report: Preference for a U.S.-based agent increases with caller age -- stat via @SoftwareAdvice @Five9 http://wp.me/p3tHsP-Wn Contact Center Report

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