Healthcare Provider Slashes Agent Attrition Rate by 7% with Intradiem’s Agent Burnout Indicator

7%
attrition
reduction

Improved
agent well-being
and morale

Case Study 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

Results with Contact Center Automation

Intradiem’s patented Agent Burnout Indicator addresses these challenges by leveraging machine learning to monitor agent performance and predict burnout risk. By analyzing a wide range of data, the system assigns agents to one of four burnout risk categories (critical, high, moderate, low) and alerts supervisors when intervention is needed. The solution also provides tailored recommendations, including:

One-on-one meetings
Schedule adjustments
Wellness breaks
Additional training or coaching

The company launched a pilot program with ten supervisors and 172 agents, which enabled supervisors to receive new insights and act swiftly. The results included a reduction in attrition rates and improved agent well-being.

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.

“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

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.

Leveraging Broader Well-Being Programs

Intradiem’s insights also empowered supervisors to leverage broader well-being programs that were already available within the company. Armed with the additional information, supervisors were able to recommend extra wellness breaks, mindfulness activities, or even personal development programs to help agents maintain their well-being. One supervisor explained, “With the extra insights, we were able to incorporate more wellness initiatives into our workflow, ensuring agents stayed healthy both mentally and physically. This has had a lasting positive impact on our team engagement.” By encouraging agents to participate in these initiatives, supervisors not only improved employee well-being but also boosted overall team morale and performance.

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

Approach

During the program, which involved ten supervisors and 172 agents, the Agent Burnout Indicator identified 121 instances of burnout, including 10 critical and 43 high-risk cases. Supervisors acted on these alerts by implementing remedial actions such as recognition, additional breaks, and one-on-one meetings. The program resulted in a basis points reduction of 4.8%-7.3% in the annualized attrition rate.

Feedback from participants highlighted the usability of Intradiem’s solution, with two-thirds of supervisors using the dashboard multiple times a week. One-third of users found the dashboard “extremely valuable” for managing burnout risk, and two-thirds were either “satisfied” or “extremely satisfied” with the system.

Conclusion

By deploying Intradiem’s Agent Burnout Indicator, the healthcare company successfully reduced its agent attrition rate by 7% in the pilot teams, significantly improving the morale and well-being of its frontline agents. The daily insights allowed supervisors to act swiftly, preventing burnout and addressing concerns before they escalated. Additionally, the solution’s ease of use and its ability to integrate with broader well-being programs created a healthier, more engaged workforce that is better equipped to deliver high-quality customer service. As a result, the company built a solid foundation for future success and customer satisfaction.

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