Three Ways to Keep Your Contact Center Agents’ Satisfaction Top of Mind

Posted by Rodney Kuhn

7/16/15 3:29 PM

Happy_agentIt’s no secret that happy employees many times equal happy customers. After all, employees spend more time at work than they do anywhere else; it makes sense that small things like providing remote work options or taking into account lifestyle choices and preferences can make a world of a difference when it comes to transforming corporate culture and demonstrating support of employees, which hopefully retains them for the long-term.

These kinds of considerations should especially be top of mind for contact center managers. Although the contact center lies at the heart of every organization, research shows that employee churn can be rampant in this department. In fact, approximately $11 billion is lost annually due to employee retention, according to a recent study conducted by Dale Carnegie.

According to Forrester Research Analyst Kate Leggett, a “low agent turnover rate” is anything that falls below 20 percent; meanwhile, anything over 50 percent is considered high. A new study from Virgin Pulse reveals a number of considerations for managers looking to increase employee satisfaction and overall well-being in hopes of reducing their churn rate as far below that 20 percent mark as possible. Let’s take a look at just a few…

Be Mindful of Age: It’s important that managers take age into consideration in order to cultivate a thriving and accommodating workplace. For example, in the report, Virgin Pulse explains that managers must be prepared to address certain health priorities depending on age—such as pregnancy and end-of-life decisions.

Emphasize Family Support: Most likely, your agents—as in any job—may spend more time at work with their colleagues as opposed to their family.  But striking that work/life balance is critical, and when management supports such a balance, a deeper connection is formed between employee and employer. With family significantly influencing employees’ lifestyle and health choices, it is critical that contact center managers do what they can to enable agents to spend quality time with their children and loved ones.

Invest in Robust Technology: Regardless of an agent’s age or level of technicality, agents need access to best-in-class technology. So when choosing your platform, select contact center software that is simple to use and supports organization-wide processes, workflows and goals. Furthermore, in order for at-home and remote employees to provide stellar customer service, mobile-centric solutions should be implemented. As the report explains, 53 percent of Americans across all age groups own a smartphone; that could include some of your contact center agents who may want to leverage their personal device for work.

The benefits of engaged employees is more than apparent, as evidenced by Dale Carnegie, which found that companies with engaged employees outperform the competition by over 200 percent. That means by keeping your agents fulfilled on the job, they will go above and beyond for your customers.

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