Addressing the $1 Trillion Employee Turnover Problem: What’s Needed for Better Retention?
June 30, 2021
CTI is pleased to present this perspective on the Contact Center experience from our partners at Avaya.
Have you ever stopped doing business with someone not because they were unpleasant to work with, but because the service you received was inadequate?
Let’s say you work with a wonderful tax professional. He has a great personality, yet eventually you began looking for someone else. He wasn’t the reason you left. What drove you out the door was inefficient service: delays in getting things done, poor organization, and the inability to handle things in a way that works best for you. Despite his pleasant nature, your satisfaction is inevitably affected by technologies and processes that often make work difficult, inefficient, and frustrating.
This is largely what drives employees, especially knowledge workers, to leave the company they work for (inefficient processes, lack of autonomy in getting work done) and it has created a $1 trillion economic black hole.
A recent report from Gallup estimates businesses are losing a trillion dollars every year due to voluntary employee turnover just in the U.S. alone. Organizations try to think outside the box to keep employees happy, from “feel good” pizza parties to virtual happy hours now in today’s work-from-home environment, but what matters most is technology that helps employees do their work better with fewer headaches and greater personalization.
Here is what delivering an exceptional employee experience looks like in the contact center:
- Personalized employee experiences through a modern workspace that provides all the information users need in one place to customize customer journeys.
- Orchestrated inquiries, whether through an employee or a digital assistant, for the best possible results in each interaction.
- Simplified and streamlined processes to optimize customer and employee journeys and enable workers to make better decisions and anticipate next best actions.
- Better access to, and the ability to collaborate with, subject matter experts across the entire organization (not just within the contact center).
- Seamlessly elevated interactions through digital co-workers – from virtual assistants to employees, with accurate, contextual information and step-by-step, AI-powered guidance.
- Empowered team collaboration using converged communications to dissolve front and back office silos.
- Improved employee performance and productivity through the integration of CRM systems within an organization (ex: screen pops of account records), serving as another avenue of insights in the organization ecosystem.
A recent study conducted by the Society of Workforce Planning Professionals found the average contact center turnover rate to be between 30-45 percent. Now more than ever, organizations should study the employee experience and how it impacts customer experience at scale. Empowering employees to deliver memorable and profitable customer experience and innovative products requires more than a pat on the back. It requires organizations to drive a more operationally efficient infrastructure that delivers on customer- and employee-centric experiences.
CTI can help you to deliver the type of contact center experience that will help you to retain employee, while wowing customers.