For decades, the practice of driving revenue has been through bringing in new business – and new customers. If you solely focus and succeed in acquisitions, you won’t account for customers leaving you. Not only does subscriber churn affect your net business, it also carries other hidden costs.
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.
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.
Structured interactions are one of the key components in the AnswerOn System for retaining agents.Find high risk agents BEFORE they leave.
CEO Eric Johnson explains how managers trick themselves into thinking they know how their employees feel just by walking around.
Is a favorite saying in many business circles, referring to awakening a naïve concealed danger. McGraw-Hill defines it as a proverb- “Do not instigate trouble; Leave something alone if it might cause trouble.” We have observed a number of call center operators express this idiom when asked to speak to their at-risk employees.
AnswerOn’s CEO Eric Johnson compares AnswerOn’s solutions to prevent call center agent attrition with five strategies of Fly Fishing.
CEO Eric Johnson discusses the unique challenges the security industry faces in fighting attrition; including identifying two different types of churn. One of the challenges in attacking attrition in the Security industry is agreeing on a definition for attrition. There are basically two types of Churn commonly mentioned: 1) Gross Attrition and 2) Net Attrition.
Managers think call center agents leave because they are unhappy with their income. AnswerOn has found that money doesn’t matter as much as you might think. CEO Eric Johnson outlines the leading causes of agent attrition.