Thinking: Mercator ID TM


Mercator ID is a first-of-its kind performance-improvement system for call centers. It’s been described as a way to “reverse-engineer the perfect call.”


The process begins with a CE communication expert listening to a recorded customer interaction. Her observations are detailed in an Observed Behavioral Impact Rating—a sort of DNA code for the call.

Our communication expert compares the communication dynamics of the call, to those of an ideal call. She then prepares a written analysis, in effect a roadmap that bridges the gap between the observed call and an ideal version of that call.


A Mercator ID map provides detailed directions for reaching IDEAL Dialogue. Ultimately, Mercator ID analytics give you your IDEAL Dialogue standards, as well as meaningful training content. Your entire Mercator ID map is completed in a matter of days, not weeks. Scheduled Mercator ID checkups show the progress of improvements over time and keep your agents steady on the path.


The Customer Experience Group developed the concept of IDEAL Dialogue based on decades of research into:


          • The science of human communication
          • The power of perception
          • The art of crafting engaging conversations.


From an agent perspective, IDEAL Agent offers a whole new view on the customer-agent exchange. By revolving the agent’s view 180 degrees, IDEAL Agent reveals the service call experience from the customer’s point of view. In doing so, it illuminates the concepts of perception management. Through self-reflection exercises, agents learn to assess their own voices and effectively adjust the way they sound. In the end, making the customer interaction comfortable and effective becomes second nature.


Agents trained in IDEAL Dialogue standards are Influential, Dedicated, Engaging, Articulate, and Likeable. They understand their own communication styles and excel in customer engagement. They take ownership of the customer’s experience and responsibility for your brand’s good name.