Client Solutions > Analytics


Agent Attrition

Data Driven Agent Evaluation
Predict Retention and CX Success

Agent Retention Insight

Attracting, training and keeping competent agents is one of the most critical drivers for customer experience success for any organization maintaining contact centers. Recruitment and training costs can soar if agents are in a perpetual state of rapid and unacceptable turnover. Perhaps more importantly is the negative impact on customer experience due to a short staff, lack of skills and attitude issues. 

Gaining a perspective of which agents will succeed based on specific attributes that are tuned for your business is what Convergys offers with predictive analytics. In addition, Convergys CX analysts work directly with your agents and supervisors to create training and mentoring programs to make agent insight actionable to improve agent hiring, retention and overall customer experience metrics.   

 

Services and Resources

  • Agent Modeling

    Evaluates your agent population to profile agent attributes with statistical confidence. Identifies success/fail markers for retention prediction and hiring guidance.

  • Coaching and Mentoring

    Delivers a training roadmap for enacting transformational CX change for your frontline employees. Participates in agent and supervisor training.

  • Results Example

    Targeted engagement strategies helped retain top agent talent in a large B2C organization, with 41% reduction in agent attrition costs and improved customer experience.

Related Resources

See All Resources

Webinar | A Closed-Loop Ecosystem: The Missing Link

Great CX doesn't just happen - everyone has a role in bringing VOC to life. In this recorded webcast, learn how industry leaders are using closed loop strategies to create an accountable CX culture.

Convergys is named a 2017 Top Research Firm by the AMA

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