FOUNT for Call Center Departments

Improve Call Center effectiveness and retention.

We help you identify the root causes of why call center agents leave and provide actionable insights to increase retention, boost efficiency, and save costs.

Read a Case Study

You are trying many things to improve retention of call center agents, but you don’t know what’s working or not, at scale.

You might attempt engagement surveys, but they can be generic, lengthy, and lead to survey fatigue.

You are constantly hit with multiple complaints from your customer frontline, but you don’t know what to prioritize.

Even when you have data, you are struggling to move from data to action.

Our Solution

Our Work Intelligence Platform helps you root cause why call center agents’ leave and what you need to prioritize to prevent this. The platform works in three steps:

Step 1: Get started quickly

The FOUNT Platform offers a selection of ready-made, validated surveys that depict everyday working life in a job-specific way. Short surveys to a small target group are used to determine where friction arises.

As little as 2:30 min to complete

Just 53 responses to get statistically significant data

Get action recommendations from freetext data.

Step 2: Decide Priorities based on facts

We analyze how key moments in your call agents’ workflow impact retention, so that you focus on what exactly matters most to your call center agents to prevent turnover..

Correlation analysis on moments that impact retention.

Root cause analysis of touchpoints performance.

AI generated free text analysis.

Step 3: Equip for action and measure success.

We equip the right people with the right data, so that they know exactly where they need to act to prevent turnover. Owners overseeing tools, policies, and processes (touchpoints) affecting call center agents receive the necessary data to act and gauge outcomes. .

Every touchpoint can be measured and tracked over time

Share specific slices of data relevant to touchpoint owners

Get action recommendations from freetext data.

Example of our work with Call Center Departments (4 months Programme)

$13M

annual cost savings

-12%

turnover reduction

You help me pinpoint and take the guess work out of where and what friction is happening. What are the different moments that are causing the issues. What are the things within the moments that are causing issues

CX Leader, Fortune 50 Health Insurance Company