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.

Let Sleeping Dogs Lie: Talking to your at-risk agents

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.

Fly Fishing the Call Center

AnswerOn’s CEO Eric Johnson compares AnswerOn’s solutions to prevent call center agent attrition with five strategies of Fly Fishing.

Approaching Attrition in the Security Industry

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. 

Show Me the Money

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.