There are four main personality types that can be found within the call center. Join Melissa Moore, Chief People Officer of Mattersight and expert on the linguistically-based Process Communication Model, to understand how to recognize each of these personality types.

1. The 4 Most Common
Personality Archetypes in Customer Service
Melissa Moore

2. #call2loyalty
• Language is a window into
personality and human behavior
• People use language in
recurring patterns
• Key language indicators include
• Tone/Tempo
• Key Words
• Phrases
• Grammar
• Syntax
• Each of the 4 archetypes
“advertises” a person’s preference
for how they interact/how they
prefer to be interacted with

3. #call2loyaltyCommon Linguistic Patterns
organizers connectors advisors originals

4. #call2loyaltyThe Connector
• Warm, Sensitive, Caring
• Serve them by showing
empathy and
personal attention
• Resolve their problems
by working together with
them and supporting them
“In my
heart of
hearts…”
“I feel…”
“I’m sorry…”
“You’ve been
wonderful…”

5. #call2loyaltyThe Organizer
• Logical, Responsible,
Organized
• Serve them by showing
your focus, intelligence
and readiness
• Resolve their problems
with efficiency, accuracy
and attention to detail
“That
makes
sense…”
“I think…”
“First…
second…
third…”
“That’s a
good plan…”

6. #call2loyaltyThe Advisor
• Dedicated, Observant,
Conscientious
• Serve them by showing
your professionalism
and your dedication
• Resolve their problems
with commitment
and respect
“In my
opinion…”
“I believe…”
“The
truth is…”
“You
people
should…”

7. #call2loyaltyThe Original
• Creative, Playful,
Spontaneous
• Serve them by showing
you have a playful side
• Resolve their problems
by taking over with easy
and supportive steps
“Awesome!”
“Cool!”
“This is
the greatest
day ever…”
“This is the
worrsssttt
day
evvvvver…”

8. #call2loyalty
Melissa Moore
Melissa.Moore@Mattersight.com