Here are several common reasons that agents leave after the onboarding process, and how AnswerOn’s solution can help call centers know which agents are at-risk and, most importantly, the proactive action that can prevent them from leaving.
Structured interactions are one of the key components in the AnswerOn System for retaining agents.Find high risk agents BEFORE they leave.
The TV crime show genre is very popular. Fighting agent attrition with AnswerOn is a lot more like your favorite “whodunit” than you’d expect it to be.
“One-Size fits all” solutions for improving call center moral might make happy agents happier, but could push at-risk agents out the door.
CEO Eric Johnson explains how managers trick themselves into thinking they know how their employees feel just by walking around.
Director of Project Management Chris Johnson explains how easily disciplinary measures can go wrong. Discipline should encourage agent improvement, not churn.
One of the most common reasons agents quit their call center job is scheduling problems. Call centers have become so efficient and hands off by implementing automated scheduling and PTO request systems that they’ve lost the human touch which makes agents feel valued and appreciated.
One of the most annoying aspects of being a call center operator are the “No Call, No Shows”. An agent that you’ve spent time and money on decides to leave without any prior notice or communication. Not only is it frustrating but it puts a major burden on staff to pick up the “slack”.
AnswerOn’s CEO Eric Johnson compares AnswerOn’s solutions to prevent call center agent attrition with five strategies of Fly Fishing.