The Dangers of Not Tracking Call Center
In working with call centers for more than a decade, AnswerOn has seen turnover rates range from 75-300% per year, with devastating effects for the call center performance, structure, and culture. Accepting turnover on an ongoing basis comes with a high price tag. After reading this White Paper, no matter your position at your call center, you will have a better understanding of the power of using the data available to you to proactively intervene before an agent leaves your call center.
This white paper outlines the process for beginning a retention program with AnswerOn and includes more statistics on the results of the AnswerOn project through a specific customer case study.
The AnswerOn Platform includes two key components — database and software — which comprise the AnswerOn Retention Program. The Platform has been designed to accommodate the tasks required to develop models, train models, and generate predictions for a retention program tailored to your company, your customers, and your company’s key objectives.