The average yearly employee turnover in call centers ranges from 20% to 60%. It is often the greatest challenge customer services providers have to deal with. Yet, most customer services providers don’t have any reliable set of data that would reveal the root causes of why their employees leave. Without understanding why employees leave their jobs that often, team leaders don’t have many options how to decrease the turnover rate.

AgentBalance is the ultimate tool that presents team leaders with actionable data, such as the Loyalty Index of each agent and team. The Loyalty Index is one of the main AgentBalance original parameters and shows the tendency of people to change jobs. Combined with other parameters, such as the level of Job Fulfillment, team leaders can put the data into correlation with daily operations in order to apply actions and processes that might prevent employees from feeling bad and quitting their job.

With AgentBalance, team leaders can efficiently run campaigns like A/B testing for various remuneration and gamification models and directly address problematic issues in order to make employees more satisfied with their difficult jobs and keep them on board much longer.

Team performance does not purely depend on individual performances of team members but is also very much influenced by team dynamics. That is, how people within the team interact with each other. A single disappointed of demotivated team member can dramatically (and in most cases negatively) influence the overall atmosphere in the team which directly translates into the team’s performance.

It is, therefore beneficial for team leaders to observe secondary AgentBalance parameters that reveal not only who might be the performer on the edge but also what are the issues causing the unhealthy situation.

AgentBalance directly shows how much attention and energy is drained from an employee by influences like bad team spirit, unhealthy working environment or tendency of the individual to self-regulation and self-suppression. Understanding these metrics is vital for restoring a healthy, balanced working environment that will help employees reach their targets and team leaders keep up their teams’ long-term positive motivation.

An employee who is not satisfied with their job simply can’t project true empathy towards a customer. Any frustrations and lack of motivation are directly transferred on the customer, resulting in low customer satisfaction even if the communication with the employee could have been – from a technical point of view – perfect.

Simply said, a satisfied employee creates a satisfied customer. Of course, only if the employee, apart from empathy, possesses all the necessary technical knowledge.

One of the main AgentBalance parameters reveals the level of an employee’s job fulfillment which also expresses the level of the employee’s identification with the job (you can’t really like something that you can’t identify with). So this parameter should be on of the crucial metrics for every customer-centric customer services team and team leaders should take extra care to make sure that their employees score this parameter in the AgentBalance balanced zone.

The crucial question in every customer services provider’s operations is how to setup the remuneration model. It’s obvious that a poorly designed model that doesn’t reflect an employee’s effort would sooner or later cause lack of motivation, decrease of performance and even increasing turnover potential.

To make matters even more complicated, it’s not really easy to test new remuneration models on teams in live operations. Sure, you can do A/B testing for a month while observing the performance of employees and you could even ask them personally about their opinion. But such information will not say much about their true feelings.

AgentBalance is the perfect tool for adjusting your remuneration models. With parameters like “Job Fulfillment” and “Energy invested into executing job tasks”, you can very quickly say which model makes employees more engaged and even by how many percent compared to the second best alternative.

At AgentBalance, we believe that workforce management is somewhat broken these days. Scheduling future shifts based mainly on past data about an employee’s performance and schedule adherence doesn’t take into consideration the most important aspect of today – how is the employee feeling.

Would you schedule an employee to a particularly demanding shift if you knew that the employee was nearing burn-out, despite the fact that the employee used to have fantastic performance scores?

And this is exactly where AgentBalance saves the day. With the right data, you can adjust your shift scheduling according to the current emotional and physical state of your employees to make sure that the upcoming shift will present an optimal workload for them.

Although the performance of individual employees makes up the basic performance metrics of any customer services provider, most managers agree that what makes employees motivated and keen on working for the company is the team. More specifically, it is the positive attitude and overall atmosphere of trust and support.

It is, therefore crucial for team leaders to monitor the team atmosphere by all the means available. And AgentBalance is a great tool for this purpose. Not only does it show the overall level of Job Fulfillment of each employee but it also reveals the amount of energy that employees need to invest into relationships and interactions within the team to feel well.

Having these parameters at hand, team leaders can efficiently select only employees that are compatible with the rest of the team and can precisely adjust their motivational programs in order to run a perfectly motivated and stable team.