Call Centers
Money-Saving Potential of Agent Reengagement
An AnswerOn customer wanted to focus on re-engaging agents before they decided to quit while improving performance metrics across agents of all tenures. The ROI achieved with AnswerOn was over $9 million in net margins over two years, along with increases in several performance metrics and reduced average handle time.
Uncovering and Resolving Agent Pain Points
This Case Study features an AnswerOn customer who had previously implemented a performance improvement plan to increase agent efficiency, but the policy ended up pushing agents right out of the door. AnswerOn reduced attrition caused by this policy and the company saw a decrease in overall churn, a decrease in hiring because of increased tenure, recruiting, and training costs of over 10%, and Net Margin improvement of over 20%.
AnswerOn Customer Success Case Study
AnswerOn solutions have saved this call center millions of dollars while at the same time dramatically improving Customer Experience.
Three Common Pain Points for Both Agents and Site Managers
Agents and site managers routinely hold scheduling, KPIs, and work environment challenges as common call center pain points. In this case study, we discuss three distinct, real customer scenarios related to each of these pain points.
Telecommunications
Dobson – AnswerOn Customer Success Business Case
AnswerOn solutions have saved Dobson Communications close to $100 million over the last 4 years. Their proven solutions provide us with the necessary tools to reduce customer attrition (churn) and increase profitability. They are a trusted advisor and partner
Cincinnati Bell – AnswerOn Customer Retention Solutions
Cincinnati Bell turned to AnswerOn to provide the analytics needed to target its customers who were most likely to churn. AnswerOn used its proprietary Meta Analytics™ to build the most accurate models, to determine the targeted reasons for CinBell customers leaving, and to design highly effective retention programs.