Company Culture – Are Contact Centre operations approaching a Tipping Point?

As evidence continues to mount and more studies take place there is overwhelming support for a different approach to contact centre leadership.

To save you time I thought it would be useful to summarise some of the most important discoveries from recent research by the most trusted sources. For those of you in customer experience, contact centre and HR roles this snapshot will help support your plans to become a more people friendly organization, to reduce the impact mental health issues are having on your people and give you access to tools being successfully used by others.

If you’d like me to do more of these research roundups please like, share, comment and subscribe, but most of all be conscious of your emotions and your energy at all times.

Recent Findings:

  • When more employers place an emphasis on employee health and wellness, greater strides can be made to combat employee absenteeism. Source: Forbes
    • The Centers for Disease Control and Prevention (CDC) reports that productivity losses related to employee absenteeism cost employers $225 billion annually.
  • Savvy leaders are enhancing their people strategy by embedding well-being into every level and components of their operations, which has a positive effect on employee retention, absenteeism levels, productivity and general satisfaction. Source: Forbes

The 2020 Q12 Meta-Analysis by Gallup found that companies in the top quartile for Employee Engagement enjoy a 23% improvement in Profitability.

“Individuals have started to realize that there is more to their lives than just work,” says Rob Allen, the VP of talent and engagement at GitLab. “They want to feel like work is meeting them halfway and that they’re able to truly have a work-life balance as they perceive it.”
  • The 2022 LinkedIn Global Talent Trends Study “The Reinvention of Company Culture” found that:
    • Although benefits is still the highest priority for 60% of job seekers job-life balance is now even more important.
    • On average across the globe Company Culture is now a priority for over 40% of people seeking work. The countries where Company Culture is most important includes: The Netherlands (50%), Australia and NZ (47%), UK (45%), and Spain (45%).
    • When employees feel cared for at work, they are 3.2 times more likely to be happy at work and 3.7 times more likely to recommend the company they work at to others.
    • Since 2019 there has been a 147% increase in the sharing of job posts that mention “well-being”
In the workplace, we shouldn’t value and celebrate the people who stay up all night and burn the midnight oil, because that doesn’t really produce great results for the person or the organization. It’s not a sustainable model.” Jen Fisher Chief Well-Being Officer, Deloitte

For some great ways to create a better company culture and reimagine how people work I’d recommend you read the full The 2022 LinkedIn Global Talent Trends Study

SJS would be honored to be part of your journey to a people centric, sustainable approach to work.

We specialise in using TV screens, desktops and mobile devices to deliver a people focussed mix of motivational, supportive and friendly messaging alongside real time performance metrics, training, tips and wellness messages.

Replacing metric heavy, stress inducing dashboards and reports with engaging, people friendly visuals is a cost effective, instant way to improve employee wellness and performance, and sends a positive message to everyone.

For an informal chat with experienced professionals who truly want to help you create happy, healthy work environments and do the right thing for your mental health and the mental health of those around you, let us know who you are so we can set up a short introduction session – Get in touch!