Fighting attrition is like swatting mosquitoes. Be careful not to focus so much on the mosquito and miss the stinger.
A lot can be said about the genius behind Henry Ford and his massive innovations and inventions. He probably would not have had that hard time of a time understanding the modern call center and agent retention. An example from the growth of Ford Motor company illustrates this. Henry Ford had a singular goal, he was driven to drive the cost of his vehicle, the “Model T”, lower and lower- “to make a car for the average man.” His efforts to do this produced the first moving assembly line. By compartmentalizing the “Model T assembly,” he took the overall cost from $850 in 1908 to less than $300 dollars in 1925.
Answeron’s CEO Eric Johnson shares a perfect real-life example of when Call Center Disciplinary Policies go wrong in his latest blog post.
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.
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.
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.
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.
Structured interactions are one of the key components in the AnswerOn System for retaining agents.Find high risk agents BEFORE they leave.
Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado discusses AnswerOn’s early days of churn prediction.
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.