Increased Retention is Within Reach for Modern Contact Centers
In an industry where the churn of employees is between 30%-50% and the cost of hiring is as high as 30% of the agent’s yearly income in training and down time - increasing retention and agent satisfaction is vital to modern contact centers. A new survey by Jabra and Frost & Sullivan reveals the path to retention for contact centers today.
(COPENHAGEN, DENMARK, MARCH 8th, 2012) Contact centers across the world have gone through a massive change. In the early days of the business, contact centers were a mere pit-stop for temporary workers on their way to bigger and better things, but in the past decade, the contact center industry have evolved significantly and are not only professional places of business - with state of the art technology solutions and systems - but have also become a workplace where committed individuals can find a satisfying career.
The main factors
On a worldwide scale, 62 percent of contact center managers, mention career opportunities as a major factor in ensuring agent satisfaction, in a recent study, carried out by Jabra and the analysis institute Frost & Sullivan. Similarly, the lack of career opportunities was also cited as being the top reason for an agent to hang up their headset and leave their employer; this fact shows that the contact center sector as a whole is now on par with most other industries where career opportunities and public recognition also plays a significant role in achieving employee satisfaction and retention.
“Contact centers have made great strides in eliminating the perception that they are noisy, crowded and stressful places to work—and for that they should be applauded,” says Brendan Read, Industry Analyst, Frost & Sullivan. “However, as we can see from the results of this survey, to address their continued high turnover rate they need to focus on providing additional career options and guidance to their employees on how to better achieve goals and targets.”
According to the survey 74% of contact center managers internationally believe that an overriding factor for agent satisfaction is the public recognition and bonus an agent may receive for extraordinary performance. And this may be time and resources well spent as 85% of contact center managers worldwide believe that a satisfied agent leads to a significant increase in productivity.
“I’m glad to see that a significant percentage of contact centers are making an effort to recognize employees for a job well done,” says Jette Bajlum, Branch Manager, KELLY Services, Contact Center Division. “It’s been well documented that employees place a high value on recognition they receive from their managers, peers and coworkers. Public recognition schemes are often an effective way for contact centers to build strong, long-lasting employee satisfaction”.
What 66% of contact center managers surveyed agreed upon was that providing equipment that improves agents’ work lives and is the second-most popular method, after public recognition and bonus. Good quality software and headset solutions have proven to increase productivity with more than 15 percent, decreasing the time spent with each call and increasing the quality of conversation.
The right technology and influence
“Equipment and technologies that improve the employee work experience are a relatively low-cost way for today’s organizations to both increase employee satisfaction and distinguish themselves from other potential employers”, says Holger Reisinger Jabra Vice President of Marketing, Products and Alliances. “At Jabra, we’re seeing a growing gap between organizations that embrace technology to make their employees’ work lives easier and organizations that don’t. Those that don’t are at considerable risk of being left behind as potential employees seek out employers that provide a work environment that is more to their liking.”
When it comes to job satisfaction, contact center employees are quite clear that they want more than just good working conditions. In the modern contact center agents want to influence their working environment and have the right equipment for the job at their disposal. In short, contact center employees want to be part of a dynamic, successful organization. This indicates that modern contact centers that provide their agents with training, quality headsets and fulfilling tasks will likely thrive, whereas those who do not will eventually run the risk of being left behind.
For more information and trends in the global contact center world - please read the Jabra Business Brief on www.Jabra.com. This release and Business Brief is the second in a series of four throughout the first half of 2012 focusing on global trends in the contact center industry. The survey was undertaken in December 2011 by Jabra and the analysis institute Frost & Sullivan. The survey polled 250 contact center managers in Great Britain, France, the U.S., China and India and investigated the connection between a good sound environment, employee satisfaction and increased productivity in contact centers.
Jabra is the brand of GN Netcom, a subsidiary of GN Store Nord A/S (GN) - listed on NASDAQ OMX. Jabra employs approximately 850 people worldwide and in 2011 produced an annual revenue which amounted to DKK 2,106 million. Jabra is a world leader in the development, manufacturing, and marketing of a broad range of hands-free communications solutions. With a reputation for innovation, reliability, and ease of use that goes back more than two decades, Jabra’s consumer and business divisions produce corded and wireless headsets, plus mobile and in-office speakerphones that empower individuals and businesses through increased freedom of movement, comfort, and functionality.
© 2012 GN Netcom A/S. All rights reserved. Jabra® is a registered trademark of GN Netcom A/S. All other trademarks included herein are the property of their respective owners. (Design and specifications subject to change without notice)
Call Center Insights: http://blog.inovasolutions.com/2011/reducing-agent-turnover-in-contact-centers