Fighting attrition is like swatting mosquitoes. Be careful not to focus so much on the mosquito and miss the stinger.
Henry Ford experienced massive worker attrition; what did he do?
A lot can be said about the genius behind Henry Ford and his massive innovations and inventions. He probably would not have had that hard time of a time understanding the modern call center and agent retention. An example from the growth of Ford Motor company illustrates this. Henry Ford had a singular goal, he was driven to drive the cost of his vehicle, the “Model T”, lower and lower- “to make a car for the average man.” His efforts to do this produced the first moving assembly line. By compartmentalizing the “Model T assembly,” he took the overall cost from $850 in 1908 to less than $300 dollars in 1925.
Why is Managing Call Center Attrition like “The Witcher”?
Have you had a chance to see “The Witcher” season 1 or 2? It is a medieval fantasy series on Netflix. It has proven to be a top-rated series pitting good against evil or, more often, evil vs. evil. In binge-watching season 2, I started thinking about what lessons could be gleaned from this show relating to agent retention…
Boomerangs come back; will agent attrition?
Higher success at curbing churn hinges on being able to proactively keep agents from leaving. Trying to change an agent’s mind once they have already decided to leave is not only painfully frustrating, but also statistically unsuccessful. You need the tools to step in and address agent concerns or issues BEFORE they have even reached the thought of leaving your organization.
Why are poor performing agents like a kidney stone?
Both are a pain in the side. I am a big fan of dad jokes and this one was told to me by a coworker after I had recently experienced the passing of a painful kidney stone. A couple days after my experience, I saw an article in my LinkedIn feed about the Artificial Intelligence vs Human debate that is so popular these days.
Fast Times at Ridgemont High
There has been an inordinate amount of press recently about a somewhat sketchy movie “Fast Times at Ridgemont High.” It was the quintessential 80’s movie, with everything you would expect from that genre. What you might not know is it was based on a book written by author, producer, screenwriter, Cameron Crowe, who went undercover at Ridgemont High and wrote about his experiences.
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.
To Err is Human, to Forgive Divine: Call Center Disciplinary Policies
Answeron’s CEO Eric Johnson shares a perfect real-life example of when Call Center Disciplinary Policies go wrong in his latest blog post.
Agent Attrition Management: Say Goodbye to Unnecessary Costs
When we talk with business leaders in the call center industry, Agent Attrition Management always seems to be a major pain point. AnswerOn provides a proven science-based approach to curb attrition. It combines with advanced cloud-based tools that are easy to implement and work with your existing infrastructure.
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.