Labor is the single biggest expense in any call center. It’s also the hardest to control.

For BPOs and Call Centers, especially, one factor makes everything unpredictable: attrition. When agents leave, costs rise fast. Recruiting ramps up. Training hours increase. Performance dips. Morale takes a hit.

One of the key challenges in a Call Center is managing agent satisfaction and retention.

Focus Services knew that if they wanted to scale sustainably, they had to solve this at the root — not just treat the symptoms.

There wasn’t a product on the market that fit their exact needs.

So we built one.

The Real Challenge: Attrition and Performance Volatility

Understanding the Dynamics of a Call Center

In a contact center, small problems compound quickly.

High attrition leads to:

• Higher recruiting costs

• Increased training hours

  In a Call Center environment, this can be particularly detrimental to overall productivity.

• Lower overall performance

• Reduced client confidence

And when performance drops, bill rates suffer.

Focus had grown steadily since 1995, expanding to over 3,000 employees across 12 facilities domestically and internationally. But growth brings complexity. What worked at 50 agents doesn’t work at 3,000.

We needed a system that would:

• Increase agent engagement

  For a successful Call Center, it is essential to maintain high levels of agent engagement.

• Improve utilization

• Reduce preventable turnover

• Align daily behaviors with measurable outcomes

Most importantly, we needed something agents would actually use.

Building a strong team in a Call Center is paramount to achieving long-term success. Read more