Summary

A leading healthcare company was struggling with high rates of contact center agent attrition—a costly, disruptive problem that seriously undermines service quality and consistency.

Intradiem’s patented Agent Burnout Indicator is helping the company solve its attrition problem and significantly improve agent morale and well-being. The company reduced the annualized rate of attrition among its agents in the pilot by 7% using the Intradiem solution’s real-time monitoring capabilities, machine learning-driven insights, and user-friendly dashboards.

Challenge

At its core, customer service is a human exchange between agents and customers. The agent’s mission is to solve customers’ issues and leave them feeling satisfied and valued. Agents cope with rigid schedules, repetitive tasks, and demanding customers. That produces stress, and when stress is allowed to accumulate, burnout and attrition often follow. Constant turnover results in high replacement costs.

Snapshot

Industry: Healthcare company
Agents: 172

CHALLENGES

• Unable to monitor agent performance and burnout risk

• Agents felt under-supported and unengaged

• High agent turnover

Helping Supervisors Take Timely Action

Supervisors cannot manually monitor every agent’s behavior and performance metrics in real-time, particularly in large teams. Intradiem’s solution made it easier for supervisors to detect declining performance trends early, enabling them to take action before agents became disengaged or overwhelmed. In one instance, a supervisor received an alert about a drop in an agent’s metrics. Rather than referencing the tool, the supervisor casually approached the agent and asked if there were any challenges affecting their performance. With this insight, the supervisor adjusted the agent’s break schedule, which alleviated the issue. This “soft save” not only helped retain the agent but also built trust and loyalty, as the agent felt genuinely cared for.

Ease of Use

One of the standout features of Intradiem’s solution is its ease of use. In the pilot, supervisors quickly became comfortable using the system, and many accessed the dashboard multiple times per week to monitor their teams. The tool’s intuitive design made it simple for supervisors to identify and address burnout risks. One supervisor shared, “Having this information readily available and being able to act on it quickly is huge. It allows us to step in at the right moment to support our team before things get worse.”

Positive Impact on CSAT

The company also observed that reducing agent attrition had a positive impact on Customer Satisfaction (CSAT) scores. Since fewer agents left, the company retained valuable institutional knowledge and operational efficiencies, which led to better customer interactions and faster resolution times.

“Sometimes as supervisors we get so busy with meetings and reporting that agent well-being gets put on the back burner.  This product has given me the ability to keep a closer eye on things related to agent burn-out.”

– Supervisor

Intradiem does what your WFM, ACD, CCaaS providers can’t—and neither can your people.

Reducing Attrition

One notable success during the pilot program involved a supervisor who identified agents on the verge of leaving. Normally, supervisors may not have noticed the warning signs without the data-driven insights provided by Intradiem. Thanks to the system’s insights, the supervisor was able to engage with the agents, listen to their concerns, and make small adjustments—such as changing their shift schedules or allowing for more flexible breaks. These seemingly small interventions directly contributed to a “hard save,” preventing these agents from leaving and significantly reducing attrition. This proactive approach played a crucial role in achieving the company’s 7% reduction in agent attrition in the pilot teams.

“This Agent Burnout Indicator tool has helped identify agents who may be suffering from burnout. It gives instant data that I can use to gauge what is needed to support them daily.”

– Supervisor