Great post from co-founder of @RapportBoost - @TMedrano2 - about why messaging taking over: #conversationalcommerce

Moneyball for Contact Centers: Using Analytics to Improve Your Workforce

Moneyball, Predictive Analytics, Workforce Science,. Runtime: 3:14

Conference: ICMI Call Center Demo and Conference


Title: Moneyball for Contact Centers: Using Analytics to Improve Your Workforce

Date / Time: Thursday, October 11, 2012 from 3:45pm -- 5:00pm

Location: Dallas, TX


  • Michael Housman, Evolv On-Demand
  • Daniel Dougherty, ResultsTel
  • Mary Murcott, NOVO 1 Contact Centers


A call center’s workforce can have a tremendous impact on customer experience as well as its bottom line.  Hiring and training call center agents can cost a company between $2,500 and $4,500 for each hire, depending on the program and length of training.  Thus, reducing agent attrition is critical to increasing call center margins and improving operations.  Using data from several outsourced call centers, we applied analytical techniques and discovered three findings that have a significant impact on turnover and attrition: (1) responding to job candidates one week sooner increases average agent tenure by 10%; (2) the best trainers produce agents with 41% lower attrition as the least proficient trainers; and (3) transferring agents between supervisors is associated with a 21% lower likelihood that the agent will leave while rehired agents have a 50% higher likelihood of leaving.

Comment on Moneyball for Contact Centers: Using Analytics to Improve Your Workforce

3 Responses to “ Moneyball for Contact Centers: Using Analytics to Improve Your Workforce ”

  1. Tem Blencao on November 8th, 2015 3:55 am

    Hello, my name is Tem and I am a website marketing expert. I came across your site and I would like to know if you are looking to convert more sales from the web? I saw a few things on your site that my company and I could do for your sites that have made a big impact on our clients website sales.

    I thought I would reach out to you to see if you would be interested in hearing my ideas and seeing what we could do for you and your site?

    If you are interested I would be happy to speak with you and show you a few things you can do now that will help you site. I can also show you some examples of what we have done for our clients that have helped them achieve their goals with their websites.

    Let me know the best time and phone number to reach you to discuss this further. I look forward to speaking with you.

    Tem Blanceo

    I always want to make sure you are receiving value from my e-mails. Should you be not interested in obtaining my emails then just tell me that you would want to be eliminated from my database.

  2. Jon Andersen on November 13th, 2015 3:57 pm

    A business’ website is nowadays one of the most important assets that can either propel a businesss growth or just the opposite. Being a web designer for many years has provided me great insight on how to make the most out of my clients sites in their respective industries.

    Having said that, I am currently providing a free website analysis sessions for entrepreneurs that have growing businesses. In these entirely free

  3. Kris Rodgerson on November 25th, 2015 2:19 pm

    Hi there my name is Kris and I am a digital marketer. I help my clients sites bring in more traffic by helping their site become the most authoritative to the search engines. Everyone tries to tell you that they will get you on the first page of google next week. Most of the time they are just telling you what you want to hear, but some can actually do it. The only problem is that the tactics they would perform on your site will get on the top of Google quickly but will also eventually get you a penalty from Google as well. Once you have a penalty from Google it is extremely difficult to get on top the search engines ever again.

    I tell you this to be upfront and straight with you. We are looking for long term realsonship with clients and do not wish to tell you what you want to hear. We focus on delivering data driven results to our clients so they really know what is going on and how well they are performing.

    Currently I am offering a free consultation where I will take a look at your site and also at your competitors with you and see what needs to happen to get you to where you want to go. I just want to know if you would be interested in this free consultation.

    The consultation is completely free and there is not any pressure or strings attached or tricksto make you use my services. My thinking is pretty straight forward, I provide a lot of value with these consultations and I know that some will not use my services in the end, which is ok. Others will need my help and wish to use my services. Either way I am always happy to help other business owners understand the changing world of online marketing and how they can beat their competitors.

    Let me know the best number to reach you at and I will be in touch and take a look at your site and your competitors and then provide you with my findings.

    Let me know if you have any questions.


    Kris Rodgerson

    If you are actually not interested in ranking better in the search engines and outpacing your competition and do not wish to receive any more emails just let me know by replying with the word remove in the subject line.

Leave a Reply