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Combating Attrition with Communication - ClearView Partner Post

The following post is the first in a series of blog posts from several of inContact's partners. inContact partnered with ClearView to create the inView Performance Dashboards which provides real-time data and business intelligence for all levels of call center operations. This information, delivered in a highly visible format, increases agent accountability and creates a culture of continuous development that is essential to reaching business objectives. In this first post from ClearView we examine a common contact center problem; high attrition rates caused by a lack of communication and unclear expectations. It has been our experience that most companies do not give their agents adequate visibility into their performance.

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Many express the complications and frustrations that arise from limited agent communication and that agent attrition rate has an enormous impact on their bottom line...

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Agents having one expectation and leadership has another is a recipe for attrition.

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Some companies have reported costs as much as $30,000 every time an agent quits within the first 90 days and this number only goes up the longer the agent is employed with the company...

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inView, powered by ClearView, not only allows the agent to clearly see precisely what the company expectations are for each particular metric, but allows the agent to see how they are performing compared to each goal in real-time. For more information on inView and how these dashboards can improve your contact center attrition rate through better communication and transparency, we encourage you to view this demonstration video and take a tour through the solution finder to discover how inContact and ClearView can help you reach your contact center goals.

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