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What Is Happening?
• Call centers are pulling your data (interests, location, age etc.) prior to connecting you to an agent.
• Believes that exploring your social media accounts will allow them to better assess your needs.
• Call centers for large companies like Sprint and operators from Caesars Entertainment Corp. are a few companies that are using this “matchmaker tool”.
How It Works?
• Companies uses data-collecting firms to gather information about the caller.
• Afiniti Holdings- An A.I. software that has been installed in hundreds of call centers tied to landlines and cell phones.
• Searches callers’ personal information and has an insight into their behavior through Facebook, Twitter, and LinkedIn.
For Better or Worse?
Pros
• Allows agents to relate and connect with callers more intimately
• Companies believes that personal information leads to higher levels of customer satisfaction and more sales
Cons
• Information on social media can be irrelevant and unnecessary to the call.
• Violation of privacy
• Decision to opt-out, or anonymously call
Works Cited
1.How Companies Use Your Social Media Data When Taking Your Call By Jeff John
Roberts
Source: http://fortune.com/2017/01/10/how-companies-use-your-social-media-data-when-
taking-your-call/
2. Call Centers May Know a Surprising Amount About You By Ryan Knutson
Source: http://www.wsj.com/articles/that-anonymous-voice-at-the-call-center-they-may-
know-a-lot-about-you-1483698608
3. How Companies Are Using Your Social Media Data By Leah Betancourt
Source: http://mashable.com/2010/03/02/data-mining-social-media/#.x4FHkPrYEql