Have the Right Conversation

For many in the call center industry, the attrition of their agents is considered an unavoidable but bearable “cost of doing business.” They seem surprised that it is a concern of their customers as well. In a recent analysis of the top twenty Business Process Outsourcing (BPO) vendors, in twelve of the twenty listed companies, the attrition of agents was called out as a major concern. The remaining eight were also called out for attrition-related issues such as “the lack of knowledge transfer,” “inexperience,” succession plans, etc.

Customer Service is one of the most important aspects of any business. Customer Service Representatives (CSRs) may be the only direct contact your customers have with your company and can make the difference between a satisfied or unsatisfied customer.

The struggle is how to identify the CSRs that provide great customer service and are also contemplating quitting. How do you intervene and proactively change the employee’s experience so they decide to stay? How can you have the right conversation with the right agent so they will not leave?


The AnswerOn Solution

AnswerOn’s CSR Solution is a combination of proprietary technologies and predictive analytics developed specifically for CSR management and retention. Using machine learning and prediction technologies, AnswerOn builds a model that accurately predicts critical behaviors:

  1. Employee propensity to leave
  2. Employee performance and productivity

AnswerOn’s solution provides insight into why CSRs are considering leaving. With this knowledge in hand, managers can proactively intervene with coaching packages or incentives to modify the behavior or work environment of those agents they wish to retain. Hence, they can have the right conversation with the right agent.

White Paper

For many in the call center industry, the attrition of their agents is considered an unavoidable but bearable “cost of doing business.” They seem surprised that it is a concern of their customers as well.

In a recent analysis of the top twenty Business Process Outsourcing (BPO) vendors, in twelve of the twenty listed companies, the attrition of agents was called out as a major concern. The remaining eight were also called out for attrition-related issues such as “the lack of knowledge transfer,” “inexperience,” succession plans, etc.

Read Now »


Data-driven solutions like AnswerOn’s CSR Optimization Solution can be leveraged from the point-of-hire to the floor to maximize the return on employee investment. During recruitment, quantitative profiles of highly-capable employees can be used to identify and select the candidates most likely to succeed, minimizing new-hire attrition. During training, historical analysis and predictive analytics can help place new employees in skills sets where they will deliver higher productivity, enhancing the customer experience. On the floor, CSR attrition can be mitigated using analytic technologies that predict CSR churn, allowing proactive interventions that reduce replacement expenses.

Data driven solutions can help throughout the employee lifecycle by:

  • Building a profile of success: Analyzing and modeling best agent performance
  • Increasing CSR productivity: Predicting “best fit” skills for new agents
  • Reducing replacement expenses: Identifying which agents are likely to leave