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Agent Attrition, Breakage - Behavioral Signals

Agent Attrition
or Breakage

We determine agent engagement by deciphering emotions & behavior.
With our agent attrition and breakage algorithms we identify distressed, emotionally detached and low-performing employees for you to take action and make intelligent hiring decisions.

Cultivate Your Garden

Call Center Cycle of Life: “Hello 🙂 ! Goodbye 🙁 ! Hello 🙂 !”

Are you whacking weeds or growing roses? Are your people becoming disengaged?

Working in a call center is one of the hardest jobs out there. Agents are overwhelmed by the stress of long, solitary hours spent trying to please someone they’ve never met, one call at a time. Emotion cannot be quantified by traditional performance management tools like agents ticking survey boxes, counting seconds, and chasing CSAT rainbows. Fancy parties and retreats won’t do the trick either.

We monitor 100% calls to decode agents’ emotions and behavior, identify fatigued, disengaged, or potentially distressed agents so you can take direct and meaningful action. Further, you will also get specific recommendations regarding each agent’s training needs. Behavioral Signals’ state-of-the-art technologies help build up your people, help them find purpose and fulfillment in a personalized manner, while you minimise attrition.

How much is quitting
costing you?

Do the math

  • Separation processing: exit interviews, applicable severance pay
  • Sourcing replacements: recruiter, internal sourcing, advertising, applications, interviews, background checks, your employees salaried time spent on these
  • Hiring/processing: add newbies to your system, state or employment bureaus and anything else that needs to be done to get them to training day
  • Training: 3-4 weeks, instructors, software, training materials and technology per user or per class, how many classes annually
  • New hire salary: answering calls at a grossly diminished rate, supervision, feedback, support provided to the new agents by salaried employees
  • Nesting period/Productivity ramp (6 months): new agents aren’t productive, the more agents you have in the productivity ramp, the more you need to cover all calls
  • Less experienced/tenured workforce: can’t answer as many calls/make as many sales, you need more agents, more teams, more supervisors, extra paychecks
  • Extra agents: means extra tech and more licenses fees

Ahoy Matey! Are Your People Walking the Plank?

Reduce attrition and manage call center stress one smile at a time

Everyone wants to do work that matters and feel connected. Behavioral Signals algorithms process human emotions and behavior to decipher what your people are feeling through credible actionable data to help you give more meaning to their daily grind by implementing targeted programs such as mindfulness training and compartmentalization.
We solved the puzzle by introducing the first emotionally intelligent platform powered by our state-of-the-art Emotion and Behavior Analytics technologies. Use emotional and behavioral analytics to predict when and why an agent is about to jump ship and how you can entice and motivate them no only to stay, but also help them feel better which will engage them in the work, the company and your customers.

Predict agent breakage and hire the people you want

Companies spend significant resources to screen applicants for quantifiable skills like how fast they can type, but have limited tools to determine if a potential agent is truly suited to do the work. Not everyone can cut it as a call center agent and will run for the hills as soon as training’s over. Being an agent is solitary and stressful, not to mention thankless as many customers are rude and hostile. We help you weed out applicants with a high attrition risk – before you ever hire them, immediately saving you resources and improving your agent retention which increases your revenue.
New hires that complete a training process, but quit within the first month can be as high as 20%. That’s 20 paychecks you are throwing overboard out of every 100 new hires you make. Not to mention starting the process all over again to fill those 20 seats that got away.

We solved the puzzle by introducing the first emotionally intelligent platform powered by our state-of-the-art Emotion and Behavior Analytics technologies. Use emotional and behavioral analytics to predict when and why an agent is about to jump ship and knowingly decide how you can entice and motivate them not only to stay but also help them feel better which will engage them in the work, the company and your customers.

Understanding Employee Behavior

Having analyzed thousands of calls associated with specific outcomes, e.g., agent frustration, anger, fatigue, we apply our award-winning technology to pick up on subtle voice patterns from the audio signal of a call. Our deep learning algorithms then link the rich set of behavioral properties tracked during each interaction, from a customers’ underlying propensity to pay to an agents’ overall performance, and build exact predictive models.

  • Know how your people feel about their work and the company;
  • Curb agent attrition, invest in your workforce, understand what’s disengaging your people;
  • Stop supervisors from driving attrition with sources of added stress;
  • Teach employees how to motivate each other;
  • Reducing attrition means money to your bottom line; happier healthier agents are quantifiable and unrealized revenue potential for your business;
  • Contain disengaged agents before they fail;
  • Encourage agents; show them you value their loyalty, help them gain confidence; increase their productivity;
  • Help employees feel seen, heard, and connected. Happy agents mean happy customers, higher customer loyalty, higher sales;
  • Companies with engaged agents grow profits 3X faster than their competitors.
  • Highly engaged agents are 87% less likely to quit.
  • Engaged workplaces have: 2X higher customer loyalty, 2X higher productivity, 2X lower turnover
  • People will work hard when they feel connected, supported and fulfilled.
  • You improve employee quality of life by fostering a resilient workforce, building bonds between employees, and making the work more meaningful.

How we do it

We begin by looking at immediately obvious signals in people’s voices, like signs of stress, lack of engagement, and overly negative sentiment expression from the agent; this provides immediate value to zero-in on agents that might have an issue for discussion and resolution. We then feed these indicators and other interaction attributes we measure during the call to our predictive models to estimate an attrition risk for each of the agents. These models have been trained on past calls for which we know whether the agent has quit or been fired for various reasons and they can successfully identify high-risk agents; this allows us to gain further insight beyond what’s obvious to humans, meaning we can get better at spotting attrition in existing agents before it happens.
Similarly, for identifying potentially high-attrition-risk candidates during the agent hiring process and since there are no real call recordings available for them, the behavioral signal processing engine analyzes the audio recording of a standardized screening process. This can be used as part of the job interview and the analysis provides recruiters with additional insight regarding the cultural fit of the potential employees.