Reducing Attrition While Improving Performance
Introduction
Aside from dramatic reduction of churn likelihood, a recent study of agents who received Interventions uncovered the following benefits:
AnswerOn Interventions improve KPIs of agents the month following an Intervention
- FCR improvement of 2.05% vs peers
- SAT improvement of 7.07% vs peers
- WTR improvement of 10.84% vs peers
AnswerOn Interventions also improve AHT performance of agents the month following an Intervention
- AHT is 16.5% better in the month after Intervention
