Contact Center Agent Selection System for Reducing Turnover
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Solution Overview
Problem
High agent turnover rates in contact centers are costly and disruptive, as traditional reward systems like salaries and bonuses are only marginally effective in retaining agents, leading to a need for a system that enhances job satisfaction.
Innovation Solution
A contact center system that allows agents to select contacts from a queue based on associated profiles, enabling them to choose interactions that align with their preferences, with features like performance-based selection, pattern recognition, and reward mechanisms to increase job satisfaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional reward systems (salaries, bonuses) are used to retain agents, then some agents are retained, but agent turnover rates remain high and job satisfaction is insufficient
Solution Approach 1:
The system changes the parameter of agent motivation from fixed monetary rewards to dynamic contact selection capability. Agents can select contacts based on their preferences and skills, creating a personalized work experience that directly impacts job satisfaction while improving retention rates.
Solution Approach 2:
The contact selection system introduces dynamics to the traditionally static reward structure. Agents dynamically choose contacts based on real-time preferences, skills, and performance metrics, making the reward system adaptable and engaging rather than fixed and predictable.
2Ease of operation
If agents are allowed to select contacts from the queue, then job satisfaction increases, but system complexity increases due to profile management and selection mechanisms
Solution Approach 1:
The system performs preliminary actions by pre-generating comprehensive contact profiles containing attitude, conversation style, and sentiment information before agents need to make selections. This preparation reduces the complexity of the selection process itself, as agents work with pre-organized information rather than raw data.
Solution Approach 2:
The contact profile acts as an intermediary between the contact queue system and the agent selection process. It translates complex contact attributes into digestible profile information, simplifying the decision-making process for agents while maintaining system sophistication.
3Measurement precision
If comprehensive contact profiles are presented to agents, then contact selection accuracy improves, but information processing requirements increase
Solution Approach 1:
The contact profile information is segmented into distinct, manageable dimensions such as attitude, conversation style, and sentiment. This segmentation allows agents to process information in organized categories rather than overwhelming volumes of unstructured data, improving selection accuracy while managing cognitive load.
Data Source
AI summary
The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling.