Higher success at curbing churn hinges on being able to proactively keep agents from leaving. Trying to change an agent’s mind once they have already decided to leave is not only painfully frustrating, but also statistically unsuccessful. You need the tools to step in and address agent concerns or issues BEFORE they have even reached the thought of leaving your organization.
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.
Attrition Rates in Financial Services are on the Rise
High levels of employee churn have been standard in the financial services industry for years. Recently, those already high levels are on the rise. Why are employees leaving their roles at increasing rates? Here is an overview of what attrition looks like in the financial services industry and what companies can do to curb it.
Why Employee Attrition Spikes in January
Employee attrition rates tend to soar in January. Why are workers more likely to leave at the beginning of the year? We identify some of the common reasons that cause employees to resign and look at some measures to help reduce rates of attrition.
Subscriber Churn: Why Successful Businesses Focus on Both Customer Retention and Acquisition
For decades, the practice of driving revenue has been through bringing in new business – and new customers. If you solely focus and succeed in acquisitions, you won’t account for customers leaving you. Not only does subscriber churn affect your net business, it also carries other hidden costs.
Predictive Analytics: Using Data to Save Money and Employees
It’s no secret that high rates of employee turnover result in financial losses for a company. Where does the money go? Every step of the employment process has hidden expenses, even steps like listing a job or hiring someone. However, in call centers, one cost stands out from the rest: training and onboarding new employees.
The Lifetime of Research
Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado discusses AnswerOn’s early days of churn prediction.
True Crime: Fighting Agent Attrition
The TV crime show genre is very popular. Fighting agent attrition with AnswerOn is a lot more like your favorite “whodunit” than you’d expect it to be.
“One-Size fits all” won’t make it right for all
“One-Size fits all” solutions for improving call center moral might make happy agents happier, but could push at-risk agents out the door.