Improving agent attrition is a challenge for most contact centers today. With agent turnover rates commonly between 25%-35%, it’s critical for businesses to work towards a goal of reducing attrition and focusing on employee retention. Without prioritizing attrition, most call centers will experience increased expenses in hiring and training costs, not to mention the detrimental effects high turnover can have on maintaining quality customer service.
We understand that Quality Assurance and Performance improvement can play a key role in addressing these challenges, our platform has been expertly developed with this in mind.
Employee onboarding should require some human intervention but introducing eLearning and lessons with interactive quizzes and modules give insight into the individual’s strengths and weaknesses and an understanding of what to prioritize.
Using eLearning to carry out the more basic onboarding tasks also alleviates the pressure on team leaders and prevents overwhelming new starters – proven to reduce attrition.
Engage your Agents
Keep agents engaged by providing access to valuable feedback in real-time, ensure QA is a collaborative approach and give agents an active role with the opportunity to acknowledge feedback and appeal scoring.
Motivate and empower your team
Show progress with gamified leaderboards, recognize improvement and celebrate personal development to keep agents inspired.
Create a culture of positive reinforcement to boost morale in the workplace and intervene when performance dips with support.
Encourage employee development and continuous coaching
Conduct meaningful one-to-ones to provide agents with actionable feedback they can use to become the best versions of themselves.
Only EvaluAgent ensures agents have visibility into the measures they are scored against and access to their own performance data in a format they understand.
“EvaluAgent was one of the best decisions we’ve ever made as a company.”
Jonas FandreyDirector at Newstel GmbH
"Easy to set up, easy to use and every piece of MI you could ever want!"
Phil HeighesHead of Operations at Etika
“Excellent QA tool that comes with a reactive customer service team, what more do you need?”
George MoffattQuality Specialist at Channable
“Amazing customer service and helped us meet our quality goals.”
Katharine McCarthyDirector at BFA Care
“Good quality system backed up by experienced and customer driven employees.”
