Losing good call center agents is always a blow but what is the real cost when the good guys walk and what can be done to stop your best people going to your competition?

VoC is making way to VoE. The question is how much will improving employee satisfaction cost your business and can you afford it?

3 by-products of low employee satisfaction:

  • New agents don’t stand a chance! Disengaged agents with history will sabotage any improvements in productivity or service claiming lack of direction, poorly designed processes and by generally poisoning the minds of new starters.
  • The agents you want to employee will spot whether you are serious about VoE the moment they step into your center, if they sniff out old school techniques and technology they are more likely take their skills elsewhere.
  • Agents will pass their dissatisfaction onto your customers, if not in words, with bad attitude.

Let’s face it we all perform better, are less likely to cause disruption and are more pleasant to deal with when we are happy, at home and at work. It’s human nature. Forward thinking companies have known this for some time and by focussing and investing in their employees and the environments they work in they have been enjoying better performance, lower staff attrition, a reduction in training costs, less employee absenteeism and a higher calibre of applicant.

Moving from low employee satisfaction to high is not something you can fix overnight but there are some affordable steps you can take right now, today:

  • Avoid analytics, instead seek and convey to agents customers real feelings and feedback.
  • Replace reporting with supporting, the more agents know, the more confident they will be and we all know confidence builds trust.
  • Define what a good transaction is and measure how often they occur and why.
  • Move the spot light away from call handling metrics, they are useful but your wallboards, mobile apps and desktop wallboards need to be refocused towards creating an engaging, fun, high tech and dynamic environment for your agents.

We don’t want your competition to benefit from your investments in agent training!

To trial SJS Solutions Employee Engagement and Communications Software visit our website and start to create displays that truly support your agents.

FREE TRIAL

Anyone attending the biggest contact center event in 2015 (15th-19th June – Mirage Hotel, Las Vegas) should make sure they drop into see employee engagement and communications experts SJS Solutions (Booth 906) where they will be showcasing their popular Optymyse software developed to help turn a dull contact center into a fun, vibrant environment which improves morale and creates higher levels of agent engagement.

Leading up to the Vegas event VoE Voice of the Employee has been taking a lot of the lime light of late and unless you have been living in a bunker for the last 3 years you will know that researchers are constantly finding the connection between employee satisfaction and customer satisfaction is a strong one.

Duh! Do we really need to be told this?

Well in some cases yes. There are still plenty of companies which believe running a contact center purely as a cost center will improve profitability, yet nothing could be further than the truth.

Let’s face it we all perform better, are less likely to cause disruption and are pleasant to deal with when we are happy, at home and at work. It’s human nature. Forward thinking companies have known this for some time and by focussing and investing in their employees and the environments they work in they have been enjoying better performance, lower staff attrition, a reduction in training costs, less employee absenteeism and a higher calibre of applicant.

With the thought leaders put to one side the truth is most companies still measure the performance of agents and supervisors on how much time agents spend on calls, the length of calls and calls waiting. If these companies were to soften the focus on call handling metrics and instead move the focus towards customer feedback and instead of flashing Calls Waiting on every TV screen in the center use digital displays to reinforce company values, announce events and anniversaries important to the agents, celebrate positive customer feedback and give agents tips on how to succeed the shift from negative environment to positive would be instant. And the good news is that if you place an order with SJS at booth #906 in Vegas this June you can get the tools you need for a special CCW event price of just $99 per month.

“I love these events, it gives us a chance to speak with the people who are dealing with the day to day running of call and contact centers and it’s amazing how many fundamentals need addressing. I my career I have run small contact centers, managed global teams of call center manager and in the last 14 years have taken SJS from a small developer of bespoke software to a company proud to be responsible for helping companies improve agent environments, communication and customer care all over the globe. We are all 100% dedicated this cause and this year we have made our Optymyse software more affordable, easier to deploy and even more flexible. See you in Vegas!” Said Stephen Pace, CEO, SJS Solutions.

About SJS Solutions

Founded in 2001 SJS Solutions develop innovative, affordable, easy to deploy employee engagement and communications solutions suitable for call & contact centres, help & support desks, sales teams, operational areas, driver depots and logistic offices to name a few. The SJS range of solutions are the result of over 10 years working with and listening to customers ranging from multi-billion dollar health care enterprises to insurance & automotive companies with small teams of people striving to deliver the best service and customer care possible. In the last 5 years SJS have become a global leader in creating the most flexible, easy to deploy visual communications products for companies of varying sizes with varying needs. The SJS API now ensures customers can display anything, anywhere.