Monday, February 14, 2011

"Meet the Company That Records Your Calls for Quality Assurance":
You've probably never heard of eLoyalty, but they've almost certainly heard you -- and quickly pegged your personality by analyzing nothing more than your voice over the phone, parsing your words, pauses and even inflections on the spot.

The company works with call centers that handle the nation's biggest car-insurance firms, banks and health care organizations. They're usually the ears listening in after the automated message promises you, "This call is being recorded for quality assurance."
Here are the 6-main personality types used to classify customers, which then influences the approach the customer service rep should adopt:
1. Spock: Thoughts-based person who approaches every issue rationally with a "just the facts, ma'am" mentality.
2. Princess Diana: Emotions-based person who wants warmth and congeniality.
3. Rush Limbaugh: Opinions-based person, a person for whom strongly held beliefs often trump facts.
4. Robin Williams: Reactions-based person who immediately likes or dislikes something and enjoys playing.
5. Donald Trump: Actions-based person, a person who prefers doing to talking.
6. Yoda: Reflections-based person, someone who likes to think matters through.