call-center-attrition-employee-satisfaction

Reduce Call Center Attrition: 6 Areas Impacting Employee Satisfaction

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Reduce Call Center Attrition: 6 Areas Impacting Employee Satisfaction

With call center attrition on the rise, we went straight to the source. We surveyed agents to identify key areas affecting employee satisfaction. Download the report to learn how to reduce call center turnover and increase retention.

VIEW FULL REPORT

Reduce Call Center Attrition, Increase Retention

During our most recent Innovation Incubator Camp session, we explored the state of call center attrition and how to increase employee satisfaction. Our Innovation Incubator Camp is an opportunity for the Insite and client teams to come together and innovate on a selected issue statement. By bringing together different mindsets and skills, we innovate outside the normal environment and select areas to focus our innovation efforts.

With call center attrition on the rise, we went straight to the source. We surveyed agents to identify key areas affecting employee satisfaction. Download the report to learn how to reduce call center turnover and increase retention.

Reduce Call Center Attrition, Increase Retention

During our most recent Innovation Incubator Camp session, we explored the state of call center attrition and how to increase employee satisfaction. Our Innovation Incubator Camp is an opportunity for the Insite and client teams to come together and innovate on a selected issue statement. By bringing together different mindsets and skills, we innovate outside the normal environment and select areas to focus our innovation efforts.

CALL CENTER ISSUE STATEMENT:

Excessive attrition is creating a negative consumer experience and poor metric performance.

HOW WE ADDRESSED THE ISSUE:

With attrition being on the rise, we decided to go straight to the source. We compiled and analyzed data from agents2 who participated in a survey focused on employee engagement. We were able to identify key markers for why people stay with companies.

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Ready to Tackle Attrition and Retain Your Employees?

As contact center experts, we see these challenges daily and understand this isn’t a one-size-fits-all solution. Insite helps clients like you win within their operations every day. If your contact center operation needs a hand, or if you’re looking to leave it to the experts, get Insite today.

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SOURCES
[1] Robison, J., & Gandhi, V. (2022, January 18). The ‘great resignation’ is really the ‘great discontent’. Gallup.com. Retrieved January 25, 2022, from https://www.gallup.com/workplace/351545/great-resignation-really-great-discontent.aspx  [2] Insite Incubator, internal employee engagement survey, January 25th, 2022 [3] Kropp, B., & McRae, E. R. (2022, January 13). 11 trends that will shape work in 2022 and beyond. Harvard Business Review. Retrieved January 25, 2022, from https://hbr.org/2022/01/11-trends-that-will-shape-work-in-2022-and-beyond  [4] Centers for Disease Control and Prevention. (2021, December 2). Employees: How to cope with job stress and build resilience during the COVID-19 pandemic. Centers for Disease Control and Prevention. Retrieved January 25, 2022, from https://www.cdc.gov/mentalhealth/stress-coping/employee-job-stress/index.html [5] Molony, S. (2022, January 11). 15 actionable employee retention strategies you can use [2022 update]. Zoomshift. Retrieved January 26, 2022, from https://www.zoomshift.com/blog/employee-retention-strategies/