One common reaction when talking to people about attrition is, “Why worry about attrition? You cannot stop it, so just hire more or give everyone raises.”
Tyranny of Change and Attrition in the Call Center
In twenty- plus years of working in tech and specifically the call center, certain trends seem to repeat themselves over and over. As a technologist, I have to admit that sometimes the reason for change gets lost in the desire to change.
What if a mosquito also had a stinger?
Fighting attrition is like swatting mosquitoes. Be careful not to focus so much on the mosquito and miss the stinger.
Fast Times at Ridgemont High
There has been an inordinate amount of press recently about a somewhat sketchy movie “Fast Times at Ridgemont High.” It was the quintessential 80’s movie, with everything you would expect from that genre. What you might not know is it was based on a book written by author, producer, screenwriter, Cameron Crowe, who went undercover at Ridgemont High and wrote about his experiences.
Agent Pain Points: How to Benefit from Proactive Performance Management
Call centers have long battled with the costs associated with agent turnover. Depending on the type of contact center, you might be looking at the training cost of an individual agent around $5k or even $10k. At AnswerOn, we have found that taking preventative measures is the best way to ensure your company doesn’t incur these unnecessary expenses.
To Err is Human, to Forgive Divine: Call Center Disciplinary Policies
Answeron’s CEO Eric Johnson shares a perfect real-life example of when Call Center Disciplinary Policies go wrong in his latest blog post.
Agent Attrition Management: Say Goodbye to Unnecessary Costs
When we talk with business leaders in the call center industry, Agent Attrition Management always seems to be a major pain point. AnswerOn provides a proven science-based approach to curb attrition. It combines with advanced cloud-based tools that are easy to implement and work with your existing infrastructure.
From the Archives: Overcoming Call Center Obstacles Webinar Series
On April 19, 2018, AnswerOn held our webinar “Overcoming Call Center Obstacles” which featured our special guests Dave Gregory, CEO of Conatus3, and Joe Cox, Workforce Management Consultant and former Vice President of Workforce Management at Alorica. Both speakers spoke to issues that are still relevant two years later.
Call Center Churn: Root Causes of Agent Attrition
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.
Data Mining Churn Solutions: From Raw Data to Predictable Data
With today’s technological capabilities, we have access to numerous sources of qualitative and quantitative data. However, an exhaustive amount of raw data fails to reveal patterns that describe churn rates. Moving from raw data to predictable data requires a data mining process.
