Fighting attrition is like swatting mosquitoes. Be careful not to focus so much on the mosquito and miss the stinger.
Why is Managing Call Center Attrition like “The Witcher”?
Have you had a chance to see “The Witcher” season 1 or 2? It is a medieval fantasy series on Netflix. It has proven to be a top-rated series pitting good against evil or, more often, evil vs. evil. In binge-watching season 2, I started thinking about what lessons could be gleaned from this show relating to agent retention…
“What do you do for a living?”
Whenever I go to some social interaction (back when I could go to a social interaction), people I know or just met inevitably ask what I do and what AnswerOn does.
Boomerangs come back; will agent attrition?
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.
Why are poor performing agents like a kidney stone?
Both are a pain in the side. I am a big fan of dad jokes and this one was told to me by a coworker after I had recently experienced the passing of a painful kidney stone. A couple days after my experience, I saw an article in my LinkedIn feed about the Artificial Intelligence vs Human debate that is so popular these days.
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.
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.
Two Common Call Center Practices That Hurt Business
Managers and executives know that call centers can be costly parts of business. Yet, many common call center practices thought to help reduce costs cause problems themselves. If your company wants to reduce costs funneling into contact centers, consider these two techniques and their pros and cons.
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.