FREQUENTLY
ASKED QUESTIONS

Questions? We have answers! 

If you don’t see the answer you’re looking for here, get in touch with us through our Contact Us page or send an email to sales@answeron.com.

What issues does AnswerOn address?

AnswerOn provides you with a radical new way to have a pulse on the performance and health of your subscriber base or employees, without requiring any change in your existing infrastructure and only requiring non-confidential data you already have.

AnswerOn partners with your organization and tailors a plan to help you and your team achieve your company’s specific goals related to:

  • Increasing retention and tenure
  • Analysis of key churn drivers
  • Improvement on key performance metrics
What makes AnswerOn unique from other companies claiming to work in the attrition reduction field?

AnswerOn’s solution not only predicts which employees or customers are going to leave and why (through key insights from the predictive model), but provides you and your team with specific action steps to keep them from choosing to leave your organization. 

AnswerOn’s prescriptions are not generic or part of a one-size fits all model – they are individualized, actionable, and require a small, manageable time commitment from your team.

What equipment or software will my company need to install to use AnswerOn?

Being an AnswerOn customer does not require any changes to your existing infrastructure.

Everything you and your team need is available on the AnswerOn Portal, which can be accessed from any computer with internet access, or through our own secure servers.

What data does AnswerOn require to start?

No confidential or personal data is ever used in an AnswerOn model.

Here is a representative list of data sources that clients have provided to AnswerOn in the past for model development. This is not an all-inclusive list.

For employee-retention clients:

  • Human resources
  • Scheduling
  • Call Statistics
  • Performance

For subscriber-based clients:

  • Demographics
  • Billing
  • Usage and Overage
  • Handset

When you sign up to partner with AnswerOn we will provide you with a full list of data sources that have in the past provided to be the most predictive.

Call Center & Performance Management Specific

  • 15-30% average reduction in attrition per year
  • 10-25% reduction in training costs
  • Visible ROI within 60 days
  • Significant KPI improvements
  • Higher customer service scores among agents after an intervention

Read AnswerOn’s Customer Success Case Study.

AnswerOn Interventions are brief, context-specific conversations that are individualized on a per at-risk agent basis. All intervention assignments are delivered by AnswerOn on our Customer Portal. Managers log in to the Portal to view what topics they should discuss with the highest-risk agents on their team. The topic assigned is what the predictive analytics model has found to be the most likely reason the agent is approaching attrition.

The goal of an AnswerOn intervention is to give managers a starting point for a discussion with their agents, making them more available to agents and providing the agents with a listening ear. Agents leave these discussions feeling valued, less likely to leave the company, and more likely to approach their manager sooner at the onset of an issue.

Unlike standard coaching sessions, an AnswerOn intervention provides the manager with insightful information into what each employee is struggling with. The intervention assigned to the employee is specific to them based on what is likely to reduce their attrition risk the most. In an intervention you’re reaching the right employee at the right time to uncover their issues.

Read our CEO and President, Eric Johnson’s, blog on how conversations with employees that are targeted and specific are the key to AnswerOn’s solution.

Analytics

Analysis of variables that contribute to churn at your organization to create actionable intelligence for your managers. Also, ongoing refreshment to the predictive model and development via a feedback loop that retrains the model with new data and other information. Customers always have a real-time view into the analysis of their customized metrics.

Customer Portal

With mutliple levels of access (Executive, Site Director, and Manager), this is the one-stop place for all your employees. On the Customer Portal, managers and site directors can view, complete, and track in real time the current intervention list, historical campaign completion, and churn numbers. In addition, Executives can also see ROI statistics and company-wide project numbers. The AO University section on the Portal provides a platform for on-going training and education resources, including generational training.

Virtual Focus Groups

Virtual Focus Groups (VFGs) are used to gain insight into your organization that data alone cannot provide. VFGs are conducted through AnswerOn’s own platform by trained moderators and include behind-the-scenes analysis to provide you with a Voice of the Employee overview of your call center. AnswerOn’s VFGs are not simply a survey, but rather a discussion and a chance to learn key insights into the issues, problems, joys, and mindset of your employees directly from them! Learn More

Comparison to industry

Find out how you rank in your industry, both overall and in key customizable categories.

KPI/performance metric analysis

AnswerOn analysis is customizable and can track the key performance metrics that you are most concerned with. Over time, AnswerOn has been able to report an improvement in an agent’s performance metrics the month after receiving an AnswerOn intervention.

ROI Statistics

Return on investment statistics are reported monthly, along with a customizable standard reporting deck. Additionally each campaign’s effect is measured at the 30, 60, and 90-day marks for optimum effectiveness.

Subscriber-based Company Specific

  • Average return on investment in 60 days
  • More than $200 Million in revenue generated from retention acquisition offers on average
  • More than $11 Million in average revenue generated from churn reduction
  • Total lifecycle management — increasing numbers of loyal subscribers yield higher profits through revenue growth, lower operating costs, referrals, and premium pricing.

Prescriptive analytics – individual, tailored retention offers
Analysis of variables that contribute to churn within in your subscriber base(s) to create actionable intelligence for your team. Also, ongoing refreshment to the predictive model and development via a feedback loop that retrains the model with new data and other information. Customers always have a real-time view into the analysis of their customized metrics.

Monthly ROI reports
Return on investment statistics are reported monthly, along with a customizable standard reporting deck. Additionally each campaign’s effect is measured at the 30, 60, and 90-day marks for optimum effectiveness.

Highlight the Voice of the Subscriber through Virtual Focus Groups (VFGs)
Virtual Focus Groups (VFGs) are used to gain insight into your subscriber base that data alone cannot provide. VFGs are conducted through AnswerOn’s own platform by trained moderators and include behind-the-scenes analysis to provide you with a Voice of the Subscriber overview of your call center. AnswerOn’s VFGs are not simply a survey, but rather a discussion and a chance to learn key insights into the issues, problems, joys, and mindset of your customers directly from them! Learn More

Requires no change in your current infrastructure — cloud-based and lightweight

Minimal impact on your team’s time
AnswerOn analysis is customizable and can track the key performance metrics that you are most concerned with. Find out how you rank in your industry, both overall and in key categories.

Unlike standard retention programs, AnswerOn’s program allows you to interact with customers at ideal moments BEFORE they make the final decisions to leave. AnswerOn’s technology and experience allows for not only predicting churn-likely subscribers accurately, but also creating individualized retention offers directed at high-risk, high-value subscribers. 

Read our CEO and President, Eric Johnson’s, blog on splitting efforts between adding new customers and allocating resources to subscriber retention strategies.

What do managers have to say about working with AnswerOn?

“At-risk identification is ‘spot-on’ and the results appear to get better over time.”

“The intervention types have been helpful. Appreciative of the process. Lost a bunch with no intervention. Dismayed at how fast they left. Going to be a valuable tool.”

“We’ve been having conversations with agents who were ready to put in their two weeks, but we had the conversation and were able to save them.”

“The AO process is a more disciplined approach to agent improvement.”

Stop losing money to agent attrition.

Use our calculator to see how much you could be saving by partnering with AnswerOn.

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