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.”
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.
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.
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.
“One-Size fits all” solutions for improving call center moral might make happy agents happier, but could push at-risk agents out the door.
Predictive Analytics is a hot topic, but many consulting firms don’t tell their clients what to do with the data to improve their business. AnswerOn does.