Visit info.calabrio.com/contact-center-health to learn more. Or email [email protected] and arrange a meeting with one of our customer engagement experts.
It’s time to put the focus squarely on one thing: people. By striving for zero attrition in the contact center, brands can build strategies that elevate the role of their staff to deliver on the brand promise that customers have come to expect.
ESTABLISH THE PATH TO ZERO ATTRITION
calabrio.com*This research was conducted by VI.GA consulting with 1,000 contact center workers in the U.S. and U.K. in October 2017.
Sources: 1 – Frost & Sullivan | 2 – Aberdeen Group
THE SOLUTION: PUT PEOPLE FIRSTEmpower agents to create loyal customers.
35%
Agents considering
leaving their job
26%
Annual increase in revenue seen by companies with engaged employees2
$6K
Cost to train and hire a new agent1
PROBLEM 2: BRANDS AREN’T GIVING AGENTS WHAT THEY NEED TO SUCCEED
What's stopping agents from tackling more complex customer issues?
34% cite the lack of customer data available to them at the time of the request
44% cite the lack of tools that are available to them
14% cite the lack of training
When customer experience rules all, are agents on the front line getting what they need?
Three reasons why you need to do more.
CUSTOMER EXPERIENCE IS A TOP PRIORITY. IT'S TIME BRANDS START MEETING CUSTOMER EXPECTATIONS.
feel ill-equipped to handle these
problems60%of contact center
employees cite complex
problems as top challenges
56%
PROBLEM 1: AGENTS ARE DEALING WITH INCREASINGLY COMPLEX PROBLEMS, AND IT’S ONLY GOING
TO GET TOUGHER
say the number of interactions through other channels (e.g. email and social media) has increased
56%
say call volume has increased over the last 18 months
65%
PROBLEM 3: AGENT STRESS LEVELS ARE HIGH
25%
14%
7%
NEVER STRESSED
STRESSED ALL THE TIME
STRESSED MULTIPLE TIMES A WEEK
52%
AGENTS AGREEthat their company isn’t doing enough to prevent their teams from feeling stressed
