Case Study: Swanson Health Products achieves 25% reduction in agent attrition with Medallia Agent Connect

How Swanson Reduced Agent Attrition by 25% in a Single Year

Swanson Health Products, a large direct-to-consumer retailer, was struggling with costly contact center attrition — hiring and onboarding new agents can run upwards of $15,000 — and needed greater visibility into agent performance, better engagement, and more targeted coaching to stabilize the team.

After implementing Stella Connect’s real-time customer feedback (average response rates of 35%), Swanson used ongoing recognition, in-the-moment micro-coaching, and daily performance digests to motivate agents and inform leaders and other teams. The program delivered a 25% year-over-year reduction in attrition, higher agent engagement and service quality, and faster cross‑company resolution of customer issues.

Swanson Health Products

Greg German

Customer Service Center Manager