Introduction
Since 2001, AnswerOn, in its efforts to reduce attrition in call centers, has operated under a simple motto: “We tell you who is going to leave, Why they are going to leave and What you need to do to save them™”. The simplicity of this statement belies its true power to a Call Center Operator. The “who” of prediction is essential for targeting; the “why” enables companies to modify business rules and understand root causes of their agent attrition, and the “what” gives a company the ability to retain their employees by pitching specific coaching offers that relate to their targeted needs.
