Managing Agent Attrition for Better Performance with the Use of Predictive Analytics

By using AnswerOn’s proprietary modeling technology and deployment platform, call centers can bring “order from chaos.” AO’s technology frees the call center director from reams of data to sift through, reactive ineffective interactions with agents, and constant reviews of past performance goals not attained. Instead, AO offers the call center the ability to become proactive in predicting attrition and attaining performance goals.

By giving operators a window during which their most valuable agents are likely to leave, determining why they might leave, and suggesting the appropriate coaching package to save them, it is possible to significantly reduce attrition, encourage improved agent performance, and save training costs.

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