AnswerOn

IT Services and IT ConsultingColorado, United States2-10 Employees

WHAT ANSWERON DOES: We help companies reduce agent attrition or subscriber churn through predictive analytics and timely context sensitive agent conversations and specific, low-cost loyalty offers. 

WHY THAT MATTERS TO YOU: 
Call Center Agent Retention: The average tenure of a customer service representative (CSR) is only 6 months. With annual churn so high (75%-300%), and the rising costs of hiring and training each agent ($4,000-$10,000), bottom line profits suffer significantly. AnswerOn's solution has been proven to impact this attrition problem, saving profits and significantly improving agent performance. Especially relevant in today’s Covid 19 world AnswerOn is able to accurately predict for work-from-home agents as well as those working from the call center. 

Subscriber Retention: Subscriber profitability tends to increase over the life of a retained subscriber. Partnering with AnswerOn allows you to strategically split your efforts between adding new customers and allocating resources to subscriber retention strategies. At the core of AnswerOn’s methodologies lies technology and experience to not only predict churn-likely subscribers accurately, but to create individualized retention offers directed at high-risk, high-value subscribers.

WHY IT WORKS: AnswerOn’s solution provides insight into why CSRs or subscribers are considering leaving. With this knowledge in hand, managers can intervene proactively with coaching packages or incentives to modify the behavior or work environment of those agents they wish to retain. Hence, they can have the right conversation with the right agent at the right time. For subscriber-based companies, marketing and loyalty offers take on a new dimension when they are paired with the knowledge of which customers are at the most imminent risk of leaving. Your initiatives can be more intentional, targeted and cost-effective when they are reaching the right customers at the right time.

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