GoResponse Telephone Answering Service Staff

Happy agents save call centres thousands

A report that was recently published by the Chartered Institute of Personnel & Development shows that replacing a single call centre agent costs £6,125, making it imperative for companies to do all they can to reduce attrition rates and hang on to their staff. Keeping employees happy is more important than ever, and this can also have positive effects on a firm’s bottom line.

The paper also revealed that the industry has an average staff turnover rate of 26 per cent, resulting in an entire employee changeover every four years. This costs as much as £2.3bn on an annual basis. This potentially unnecessary expense can be reduced by taking the right steps to engage and reward workers.

Meanwhile, insights from The Shepell-fgi Research Group showed that staff development and training is essential if telephone answering services wish to boost agent engagement. Getting staff members to handle an increasing variety of issues can boost performance whilst reducing stress. This clearly demonstrates that providing agents with trust and empowerment tools leads to a better working life.

Happy call centre agents are generally those who are empowered and feel valued within a firm. For the contact centre industry, where specific job characteristics predefine low agent engagement levels because of standardised operations reducing autonomy, it is even more important for firms to focus on their staff members’ well-being. Redesigning jobs to address this issue can be an important part of tackling this problem, generating happier employees and reducing losses due to repeat recruitment.

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