Why the Employee Experience Matters, and How to Elevate it

Having happier employees at work should be a top priority for any company. After all, happy and engaged employees are more productive. They make the workplace more upbeat and fun, strive to achieve higher goals, and spread their positive attitude to others, including customers.

Being on the front lines of customer service is challenging work, and agents often feel undervalued and under-supported. In too many cases, the center becomes a constantly revolving door of new and exiting agents. Rather than addressing employees’ needs and expectations, high turnover rates have become the norm for the call center industry.

Only one in three customer service reps is actually engaged at work

A report by Gartner revealed that disengagement is rampant among customer service reps. The Gartner 2021 Customer Service Rep Role and Experience Survey found that only one in three customer service reps (34%) is actually engaged at work. The remaining reps are disengaged (38%) or neutral (28%).

With disengaged and neutral reps making up two-thirds of the workforce, Gartner states that companies can expect more high-effort customer experiences (i.e. failing to provide first-contact resolution, making customers repeat information, too many steps to resolve their issues), and a negative impact on customer loyalty and revenue.

It doesn’t have to be this way.

Above and Beyond for Employee Experience

Popular brands always strive to deliver a “wow” experience to their customers. First, it helps to understand how call center agents’ expectations have evolved over the years. They expect more than fair pay and traditional benefits, and are willing to leave companies that don’t meet their needs.

There’s more that you can do

Call centres must be willing to go above and beyond to create the best possible experience for their employees. We invest in our agents by offering benefits and perks that they won’t find anywhere else, and which make them feel valued, motivated and engaged at work.

How do we determine what will be meaningful to our agents? It’s important to understand what is expected in each region that you operate.

Reduce Agent Disengagement

The high levels of disengagement among customer service reps provide a dismal outlook for customer-centric brands. As Gartner points out, disengaged agents engage in behaviors that drive a high-effort customer experience three times as often as engaged employees.

How can you mitigate the effects of disengaged customer service employees?

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