Agent Pain Points: How to Benefit from Proactive Performance Management

Call centers have long battled with the costs associated with agent turnover. Depending on the type of contact center, you might be looking at the training cost of an individual agent around $5k or even $10k. At AnswerOn, we have found that taking preventative measures is the best way to ensure your company doesn’t incur these unnecessary expenses.

From the Archives: Overcoming Call Center Obstacles Webinar Series

On April 19, 2018, AnswerOn held our webinar “Overcoming Call Center Obstacles” which featured our special guests Dave Gregory, CEO of Conatus3, and Joe Cox, Workforce Management Consultant and former Vice President of Workforce Management at Alorica. Both speakers spoke to issues that are still relevant two years later.

Tailoring Your Call Center to Different Age Groups 

Hearing directly from agents related to their working conditions, scheduling, and company policies provides invaluable insights, that data collection alone will not. This blog highlights some of AnswerOn’s generational-focused research findings, which centered around comparing two age groups: 18-28 year-olds and agents 29 or older.

Attrition Rates in Financial Services are on the Rise

High levels of employee churn have been standard in the financial services industry for years. Recently, those already high levels are on the rise. Why are employees leaving their roles at increasing rates? Here is an overview of what attrition looks like in the financial services industry and what companies can do to curb it.

Why Employee Attrition Spikes in January

Employee attrition rates tend to soar in January. Why are workers more likely to leave at the beginning of the year? We identify some of the common reasons that cause employees to resign and look at some measures to help reduce rates of attrition.

Predictive Analytics: Using Data to Save Money and Employees

It’s no secret that high rates of employee turnover result in financial losses for a company. Where does the money go? Every step of the employment process has hidden expenses, even steps like listing a job or hiring someone. However, in call centers, one cost stands out from the rest: training and onboarding new employees.

Two Common Call Center Practices That Hurt Business

Managers and executives know that call centers can be costly parts of business. Yet, many common call center practices thought to help reduce costs cause problems themselves. If your company wants to reduce costs funneling into contact centers, consider these two techniques and their pros and cons.