Improve attrition, unplanned absence and engagement

The needs of the contact centre employee are constantly evolving and it’s never been more important to deliver a connected and engaged experience.

The shift to working from home has become a minimum expectation for the majority of employees, but this has created another challenge, how to keep your people engaged and connected.

For many contact centres this has created some really sticky problems to solve around attrition, unplanned absences and engagement.

And with an ultra competitive labour market the need to deliver world-class experiences is on the top of every leaders priority list, but where do you start?

There is no quick fix to solve these challenges, but heres what we know from working with contact centres:

• They want flexibility and choice over when and where they work.

• They want to feel genuinely connected to their leader and their peers.

• They want to be fulfilled by the work they do and know that it is having a positive impact for customers, the community and the organisation they work for.

The good news is that for every contact centre there is a solution to these problems and it comes from looking at your unique operating system and the journey of your employees as they interact with leaders, the systems, technology, processes and each other.

Here’s how we see the employee lifecycle, characterised by 5 phases and underpinned by 3 pillars of connection, which describe the basic needs of every employee.

We also see the emergence of innovative technologies such as AI and gamification as being part of the exploration of solutions. We think of this as giving your leaders the super powers they need to complement genuine human to human connection.

A powerful way to understand the experience your people have with you is to map it out, a visualisation like the one below, will help you uncover the opportunities and draw out the key moments of truth.

From here you can prioritise where to begin and then together we’ll co-create experiences your people rave about based on the pillars of connection.

Knowing where to start is often the hardest part of any change.

Let us help. We are a trusted partner with over 25 years experience running contact centres, operations and collections teams of all sizes and types and we have access to best practice and case studies to show you whats possible.

We will tailor an approach to suit your needs including the discovery, design and delivering the solutions.

Let’s have a chat to discuss our approach and we’ll come up with a solution that suits your needs and budget.

Our Clients

We have worked with teams across every part of operations

Inbound - Outbound - Credit & Lending - IT Support - Sales

Complaint & Dispute Management - Collections - Back Office - QA & Coaching

Reinventing the contact centre...one podcast at a time