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About This Report
For contact centre leaders, the numbers are stark: 23% average attrition rates and 6% unplanned absence are draining resources and damaging UK customer experience.
The picture in the US is even more challenging: attrition rates of 30% and over 10% absence rates in large operations.
A typical 500-seat UK operation spends approximately £2 million each year managing attrition and absence costs alone.
The cost for US operations can be over $5 million each year.
Most organisations miss that 95% of decisions are driven by emotion, not logic. Traditional exit interviews and annual surveys identify problems too late to act.
This White Paper shows you how to identify at-risk agents and act before it’s too late.
18 pages | Time to read: 15-20 minutes.
UK & US editions.
Free to download.Â
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In this Report
The Challenge Intensifies…
Your agents face mounting pressure:
- Call durations up 86% since 2004
- Queue times tripled in recent years
- Increasingly complex, emotionally-charged interactions
- 8% idle time between calls (down from 14% in 2010)
- Risks of remote working isolation affecting more than 70% of the contact centre workforce
Predictive Behavioural AnalyticsÂ
Discover how contact centres can use Predictive Behavioural Analytics to identify at-risk agents weeks before they resign, giving you time to intervene, reduce costs and protect customer experience.
