Average Results for AnswerOn Agent Retention Program

Agent Attrition Results with AnswerOn

The Situation

AnswerOn is working with a large BPO call center who is experiencing some common challenges in the call center industry related to agent attrition and performance. They, in turn, are working with a client that sets high standards for their calls, including a sales component. The client also mandated  strict performance goals to highly regulate its agents. With the pressure to score well on performance metrics, such as Average Handle Time (AHT), while still trying to close a sale at the end of the call successfully, the call center was experiencing high agent attrition and high levels of disengagement. They wanted to focus on re-engaging agents before they decided to quitwhile  improving performance metrics across agents of all tenures.