After 5.6% growth in Agent headcount for 2010 - and with growth again projected in Agent headcount for 2011 - the economic recovery is beginning to be felt in the Call Center Industry. While turnover rates are still at all-time lows - employers shouldn't be fooled into thinking this represents how their Agents feel about their Contact Center as a desirable place to work. Employees tend to hunker down during economic downturns - and just hold on to their jobs - even if they are unhappy or a poor job fit. And don't kid yourself - many of them are. After freezes, reductions, cutbacks and the like - job satisfaction in many Call Centers is nothing to brag about.
This recession has forced many frustrated, disappointed and unmotivated Call Center Agents to stay put. This trend in Call Center Turnover is not a new one and is consistent with past recessions. Just as in past recessions - when job opportunities become more prevalent - employees will go running for greener pastures - and employers could be left with a lot of empty workstations. It also tends to be the top performing Agents that jump ship first - leaving you with the "loyal" workers - who tend to be your average or below-average performers.
If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively. more
Studies have shown that a person has less than seven seconds to make a lasting first impression. As far as your business’ contact center is concerned, the same holds staggeringly true. more
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more