To address the challenges of industry growth and
agent turnover, insurance companies need a way to bring agents onboard quickly.
A powerful reason for providing these tools is the high cost of
agent turnover to the business as a whole.
Due to a strategy of cost containment and an expectation of high
agent turnover, many contact centers are still in the minimalist mode.
It is becoming increasingly critical for companies to turn to the work-at-home model to attract and retain quality agents while combating the continual rise in fuel costs and high
agent turnover. UCN's ability to deliver call routing and agent performance tools for the remote worker responds to this growing concern in the marketplace."
Overall, the stress levels in our contact center have been greatly reduced, so much so that it's helped reduce
agent turnover for the first time ever."
Especially within insurers that experience high
agent turnover, there are vast pools of customers who no longer are served by the agents who initiated their accounts--in some cases, up to 30% of the total customer base.
Roussan and Henderson (1995) in the study of
agent turnover in Ohio State University Extension found out that, country agents were most likely to leave Ohio State University Extension because of other priorities in their lives, such as job offer; insufficient pay for the amount of work performed; family obligations, too many late night meetings; too many responsibilities; attracted to more money elsewhere; no time for personal relationship; too many requirements for advancement; conflict of values, and lack of recognition for a job well done.
The truth is, while many of our competitors' headsets advertise noise canceling, it can actually strip away more than just background noise, leaving an unnatural voice remnant that's actually harder to understand.) And the study results are just as clear and easy to understand: VXi headsets improve the contact center experience for all parties, reducing
agent turnover while boosting both customer satisfaction and contact center revenue.