Problem
InTouchCX struggled with high employee turnover, losing approximately 8,750 agents each year. This high churn rate disrupted customer support teams, reduced service quality, and created operational inefficiencies. The constant cycle of hiring and training new employees placed a financial and logistical strain on the company.
Beyond operational challenges, the high turnover rate significantly increased costs, with each departing agent costing an estimated $10,000 in recruitment, training, and lost productivity. Additionally, client satisfaction was impacted, as service disruptions led to inconsistencies in support quality.
Solution
To address this challenge, InTouchCX partnered with Zams to leverage AI-driven workforce analytics. Using large-text embedding technology, Zams analyzed historical employee data, creating churn risk scores based on cosine similarity comparisons between past and new employee profiles. This allowed HR teams to proactively identify at-risk employees with a 75% accuracy rate.
The AI model was seamlessly integrated into InTouchCX’s Applicant Tracking System (ATS), enabling recruiters to make data-driven hiring decisions. By prioritizing candidates with lower churn risk, the company could focus on hiring employees likely to stay longer and perform better. The model continuously adapted to workforce changes, ensuring ongoing accuracy.
Outcome
With Zams’ AI solution in place, InTouchCX successfully reduced its churn rate by 15%, translating to significant annual cost savings. As the model continued to learn from new data, retention strategies became even more effective, increasing long-term savings and stability.
Operationally, the improved retention rate led to better workload distribution and higher team morale. HR teams implemented more personalized retention strategies, including career development plans and targeted incentives for at-risk employees. Compared to the industry benchmark of 30-40%, InTouchCX’s churn rate now sits at the lower end, demonstrating a significant improvement in employee retention.
