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Predict Burnout & Attrition
Patent Pending Predictive Behavioral Analytics for the contact center uses AI to assess every significant interaction, predict an emotional profile for every team member, every day and their next likely behavior.
for Contact Center
for Contact Center
Average attrition rate in contact centers, costing the industry $18bn a year
41%
Proactively take action to reduce attrition and burnout
PropensityLens uses operational data from your existing platforms to create the predictions:
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ACD
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CCaaS
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WFM
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QM
The insights are delivered to your team leaders and contact center leadership in the existing systems that they use every day, avoiding another system to log into.
Understand what someone is likely to do next and critically WHY allows you to take proactive action to change the predicted behavior. Know what actions to take to prevent burnout, unplanned absence and attrition.
What we are, and what we're not
With any new solution to the market, particularly ones as innovative as PropensityLens, it's often hard to differentiate between this and legacy solutions which you may already have. To help with this, we've added a simple guide to assist you.
A system that uses operational data to understand the cumulative impact of experiences someone has and how that leads to behavioral outcomes.
We use data from your existing platforms to create proprietary behavioral predictions. This is data you already analyse, but with a twist!
We focus on the key drivers of behavior and allow you to be proactive. This generates significant ROI for your organisation.
It's not a survey platform, we give you data on everyone, every day without surveys. The data you receive is unbiased, complete and accurate.
We're not a speech or text analytics platform. We can use data from these platforms to enhance their value to you.
We're not a system that provides simple analytics on what has happened. We give you forward looking prediction so you know what is likely to happen next.
Why Predicting Wellness is Critical
With an average contact center employee taking 11 unplanned absences each year and 69% of absences being blamed on mental health issues and burnout it's critical to be able to understand the emotional state of every employee every day.
Most data science models use cause and effect: If someone experiences one thing, then they are likely to exhibit a particular behavior. This is the inherent weakness of using speech or text analytics platforms to try to predict emotion and behavior.
The truth is that it is the cumulative impact of experiences which drive behavior. Added to that 85% of all decisions are emotional and so you need to be able to understand emotion and cumulative impact.
This is where Anthrolytics' proprietary model which combines behavioral data science to predict an emotional profile for every person, every day and the cumulative impact of experiences outperform other models.
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