Solution’s 80% accuracy rate expected to reach 90% in 2024
Atlanta – September 12, 2023 – Intradiem, the leading provider of contact center automation solutions, is introducing the first AI-powered technology solution to quantify agent “burnout” and predict the risk of attrition at the agent level. Currently, the solution predicts churn accurately 80% of the time, but with refinements and model training in progress, the rate is expected to increase to 90% or more by 2024.
Rigid schedules, repetitive work, and regular hostility from frustrated callers make a call center agent’s job notoriously stressful. That fuels chronic attrition, which in turn raises costs and undercuts consistent customer brand experiences. Agent attrition is estimated at 40-70% annually, with some organizations turning over their entire agent populations each year. Replacing a single agent can cost $20,000 to $35,000.
“Agent attrition is always a pressing issue for contact center leaders. It’s costly to find, hire, and train agents, and a lack of experienced employees can negatively impact the customer experience,” said Robin Gareiss, CEO and Principal Analyst at Metrigy, a research firm specializing in customer and employee engagement. “Intradiem’s solution helps companies retain what are among their most valuable employees–those who know the customer. By using Intradiem to identify agents who are at risk of quitting and immediately taking actions to remediate, companies will save money and enjoy happier agents.”
Using its vast real-time contact center data, Intradiem’s AI model measures the data against expectations or past performance in real time and designates each agent’s burnout risk on its dashboard. Once an agent is identified as an attrition risk, the tool alerts a supervisor and provides recommendations to reduce the risk of resignation. Recommendations range from initiating conversations to deploying additional training, coaching, surprise wellness breaks, or other actions, many of which can be automatically scheduled or delivered through Intradiem.
“With Intradiem’s extensive amount of real-time data and our talented team of developers and industry experts, we can bring powerful AI solutions to contact centers’ most critical and enduring challenges,” said Intradiem CEO Matt McConnell. “This is a genuine breakthrough with benefits that will ripple through the entire customer service delivery chain, from agents to operations to customers.”
To learn more about this first-of-its-kind AI-powered solution, register for Intradiem’s September 14 webinar hosted by the Society of Workforce Planning Professionals (SWPP): Busting Burnout – How you can use AI to predict and dramatically reduce Contact Center Attrition.