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AnswerOn provides you with a radical new way to have a pulse on the performance and health of your subscriber base or employees, without requiring any change in your existing infrastructure and only requiring non-confidential data you already have.
AnswerOn partners with your organization and tailors a plan to help you and your team achieve your company’s specific goals related to:
AnswerOn’s solution not only predicts which employees or customers are going to leave and why (through key insights from the predictive model), but provides you and your team with specific action steps to keep them from choosing to leave your organization.
AnswerOn’s prescriptions are not generic or part of a one-size fits all model – they are individualized, actionable, and require a small, manageable time commitment from your team.
Being an AnswerOn customer does not require any changes to your existing infrastructure.
Everything you and your team need is available on the AnswerOn Portal, which can be accessed from any computer with internet access, or through our own secure servers.
No confidential or personal data is ever used in an AnswerOn model.
Here is a representative list of data sources that clients have provided to AnswerOn in the past for model development. This is not an all-inclusive list.
For employee-retention clients:
For subscriber-based clients:
When you sign up to partner with AnswerOn we will provide you with a full list of data sources that have in the past provided to be the most predictive.
AnswerOn Interventions are brief, context-specific conversations that are individualized on a per at-risk agent basis. All intervention assignments are delivered by AnswerOn on our Customer Portal. Managers log in to the Portal to view what topics they should discuss with the highest-risk agents on their team. The topic assigned is what the predictive analytics model has found to be the most likely reason the agent is approaching attrition.
The goal of an AnswerOn intervention is to give managers a starting point for a discussion with their agents, making them more available to agents and providing the agents with a listening ear. Agents leave these discussions feeling valued, less likely to leave the company, and more likely to approach their manager sooner at the onset of an issue.
Unlike standard coaching sessions, an AnswerOn intervention provides the manager with insightful information into what each employee is struggling with. The intervention assigned to the employee is specific to them based on what is likely to reduce their attrition risk the most. In an intervention you’re reaching the right employee at the right time to uncover their issues.
Read our CEO and President, Eric Johnson’s, blog on how conversations with employees that are targeted and specific are the key to AnswerOn’s solution.
Analytics
Analysis of variables that contribute to churn at your organization to create actionable intelligence for your managers. Also, ongoing refreshment to the predictive model and development via a feedback loop that retrains the model with new data and other information. Customers always have a real-time view into the analysis of their customized metrics.
Customer Portal
With mutliple levels of access (Executive, Site Director, and Manager), this is the one-stop place for all your employees. On the Customer Portal, managers and site directors can view, complete, and track in real time the current intervention list, historical campaign completion, and churn numbers. In addition, Executives can also see ROI statistics and company-wide project numbers. The AO University section on the Portal provides a platform for on-going training and education resources, including generational training.
Virtual Focus Groups
Virtual Focus Groups (VFGs) are used to gain insight into your organization that data alone cannot provide. VFGs are conducted through AnswerOn’s own platform by trained moderators and include behind-the-scenes analysis to provide you with a Voice of the Employee overview of your call center. AnswerOn’s VFGs are not simply a survey, but rather a discussion and a chance to learn key insights into the issues, problems, joys, and mindset of your employees directly from them! Learn More
Comparison to industry
Find out how you rank in your industry, both overall and in key customizable categories.
KPI/performance metric analysis
AnswerOn analysis is customizable and can track the key performance metrics that you are most concerned with. Over time, AnswerOn has been able to report an improvement in an agent’s performance metrics the month after receiving an AnswerOn intervention.
ROI Statistics
Return on investment statistics are reported monthly, along with a customizable standard reporting deck. Additionally each campaign’s effect is measured at the 30, 60, and 90-day marks for optimum effectiveness.
Prescriptive analytics – individual, tailored retention offers
Analysis of variables that contribute to churn within in your subscriber base(s) to create actionable intelligence for your team. Also, ongoing refreshment to the predictive model and development via a feedback loop that retrains the model with new data and other information. Customers always have a real-time view into the analysis of their customized metrics.
Monthly ROI reports
Return on investment statistics are reported monthly, along with a customizable standard reporting deck. Additionally each campaign’s effect is measured at the 30, 60, and 90-day marks for optimum effectiveness.
Highlight the Voice of the Subscriber through Virtual Focus Groups (VFGs)
Virtual Focus Groups (VFGs) are used to gain insight into your subscriber base that data alone cannot provide. VFGs are conducted through AnswerOn’s own platform by trained moderators and include behind-the-scenes analysis to provide you with a Voice of the Subscriber overview of your call center. AnswerOn’s VFGs are not simply a survey, but rather a discussion and a chance to learn key insights into the issues, problems, joys, and mindset of your customers directly from them! Learn More
Requires no change in your current infrastructure — cloud-based and lightweight
Minimal impact on your team’s time
AnswerOn analysis is customizable and can track the key performance metrics that you are most concerned with. Find out how you rank in your industry, both overall and in key categories.
Unlike standard retention programs, AnswerOn’s program allows you to interact with customers at ideal moments BEFORE they make the final decisions to leave. AnswerOn’s technology and experience allows for not only predicting churn-likely subscribers accurately, but also creating individualized retention offers directed at high-risk, high-value subscribers.
Read our CEO and President, Eric Johnson’s, blog on splitting efforts between adding new customers and allocating resources to subscriber retention strategies.
“At-risk identification is ‘spot-on’ and the results appear to get better over time.”
“The intervention types have been helpful. Appreciative of the process. Lost a bunch with no intervention. Dismayed at how fast they left. Going to be a valuable tool.”
“We’ve been having conversations with agents who were ready to put in their two weeks, but we had the conversation and were able to save them.”
“The AO process is a more disciplined approach to agent improvement.”
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(720) 807-2022
sales@answeron.com
