Employee engagement can be a huge problem. The latest employee engagement trend report by Quantum Workplace reports that 30% of the workforce is moderately engaged at best (that is 1 out of 3 employees!). Another study, by Cornell University, reports that contact centers experience a 25% to 33% attrition rate on average. But depending on the size of the center and the industry, average turnover rates are between 45% and 60%. In extreme cases, turnover rates have even exceeded 100%; that means the entire workforce was replaced within one year.
The Net Promoter Score (NPS) was introduced in a Harvard Business Review article titled ‘One Number You Need to Grow’. Just like the NPS, the Employee Net Promoter Score (eNPS) asks one simple question: "How likely is it that you would recommend our company as a place of work to a friend or acquaintance?"
In this article we'll cover how contact centres can improve their employee satisfaction, resulting in a higher eNPS score, by using the Workforce Management (WFM) function.
In many of my writings so far, there’s been a lot of focus on how to make workforce management or your business operate more effectively. In this post, I want to talk about employee engagement in the contact center and why it’s critical to have engaged agents. I will also focus on some simple ways how workforce management can help drive motivation and employee engagement to sustainably benefit customer service and entire operations.
Employee engagement at your call center matters. Your employees are the closest to your customers. Their voice on the call is also the voice of your brand. When they're happy, your customers have happy experiences. Still need more convincing about its importance?
