Technology

AIM Attrition Analyzer

Tackling agent attrition requires real insight

Employee retention is a sticky subject at most contact centers. Often, the number-one opportunity for your contact center to drive massive reductions in operating costs is to lower attrition. The challenge often starts with acquiring an understanding of how attrition may be linked with historical performance trends against KPIs, the nature or frequency of reviews, or the effectiveness and content of coaching or other learning systems. Because it is a complex issue, standard spreadsheets and non-analytical reports do not provide the level of insight across the overall contact center performance process necessary to have any meaningful impact.

AIM Attrition Analyzer leverages AIM’s industry-leading data diagnostic capabilities to deliver a deeper understanding of the causes and effects of agent attrition. By integrating analytics, reporting, historical metrics, and survey-based performance data, AIM allows you to analyze the relationship between agent groupings of various attrition levels and their associated skill sets, historical performance trends against critical KPIs, frequency of reviews and coaching, and other measures. Understanding the cause and effect of attrition levels allows you to optimize behavior, change recruiting practices, adjust goals, and improve reviews and coaching—so you can get a handle on employee turnover and overhead costs.