Contact center attrition levels may skyrocket if the ‘big resignation’ starts to really bite
Ensuring the mental health and well-being of counselors must be at the top of the contact center management agenda for 2022.
According to a recent recruiting in the UK survey, nearly a quarter of UK employees plan to change jobs in the next three to six months.
These findings are increasingly aligned with ‘the great resignation’, a global trend that sees people take the initiative and seek new opportunities amid the cumulative pressures of foreclosure, working from home and general job dissatisfaction. .
For the contact center industry, this should be of particular concern.
The annual advisor attrition rate fell from 15% to 21% through 2020 and through 2021. While in itself a real concern, this should lead to additional sleepless nights for contact center management with attrition potentially likely to escalate if the big resignation really starts to bite.
Experts agree that we are likely to lose 30% of industry advisers in the next 12-18 months.
For an industry where current attrition rates are already costing a typical 500-seat contact center over £ 1million a year, with companies needing to replace these advisers and train their replacements, any escalation would have huge implications. . This is why addressing the mental health and well-being of counselors must be at the top of the contact center management agenda for 2022.
However, discussions around global trends such as the big resignation obscures the day-to-day reality of contact center work for many advisers. The workloads of counselors today are changing dramatically, a third now report feeling extremely stressed several times a week, and very few have the tools they need to cope with the increasing complexity of their roles. Take into account that hybrid work is already removing geographic barriers for advisers in terms of new employment opportunities, and it’s clear that retention is set to become even more difficult in 2022.
Recognize that the counselors’ workload has become more stressful
A recent Harris poll suggested that 46% of all customer interactions are already automated. This level continues to rise, with the pandemic clearly accelerating brands’ determination to simplify processes and enable more efficient digital access for customers.
And, with the computing power of AI currently doubling every 3.5 months according to McKinsey, you can expect automation and AI to become even more prevalent as it helps brands free up resources. customer service and make more informed decisions.
While it makes sense that effective automation programs require a smaller but more skilled group of advisors, it’s critical that brands don’t overlook the initial and long-term impact of these changes on their employees. Unfortunately, the reality is that, as the overall volume of customer calls decreases, advisers are left with more complex, urgent and emotional customer journeys to manage. The impact of such a sustained workload of difficult interactions undoubtedly places considerable stress and emotional strain on counselors.
Working from home has also introduced additional concerns for counselors. While we see reluctance on the part of knowledge workers, government officials and managers to return to the traditional workplace, it is wrong to assume that this experience has been universal. For much of the contact center advisor demographics, working from home has involved trade-offs in work / life balance and inevitable distancing from their teams and colleagues. It also impacted the mental health and well-being of counselors during the lockdown.
It’s time to put more emphasis on advisor wellness
Brands need to recognize the impact that major changes like automation and working from home have had on their contact center advisors. We know advisors already have one of the most watched, scrutinized, and analyzed roles in the world – telling managers exactly what their advisers have done. But very rarely do organizations stop to ask what people really need to do their jobs better. What would actually help them be more productive? What could make them feel more independent?
Putting more emphasis on monitoring advisor well-being also makes sense, especially in identifying what can be done to reduce advisor frustration. At a time when optimizing agent retention and reducing attrition can be critical, it is also essential that a contact center management team do everything in their power to support the mental health of its employees. It is one of the biggest contributors to attrition and absence from the workplace, with the impact of a disgruntled workforce now a £ 250bn problem in the workplace. European economy.
Sabio Service Advisor Mental Health and Well-Being
At Sabio, we strive to help brands better understand the additional or invisible pressures advisors now face as a result of changed work processes or practices. Our Sabio Service Advisor Mental Health and Well-Being solution also helps your advisors provide feedback on how they are feeling right now, helping contact center management better understand their well-being, emotions and stress. It also allows them to identify the impact of positive impulses on the adviser’s day, as well as to focus on issues or processes that might be causing advisers to fail, so you can resolve them faster.
Well-being begins in the workplace, and we believe that a key goal for 2022 should be to ensure that your culture is centered on the health and well-being of your employees. Even percentage point improvements in advisor well-being can have a positive impact – unlocking measurable improvements in absence and attrition. Happy advisors = happier clients!
James Hughes is Solutions Group Manager at Groupe Sabio
The Sabio Group is a UK-based but global CX digital transformation specialist, with major operations in UK (England and Scotland), Spain, France, Netherlands, Malaysia and in Singapore.
The Group, which includes acquired subsidiaries such as Dvelp, flexAnswer and makepositive, provides solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.
Using its own technology and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organizations optimize their customer journeys by making better decisions across multiple channels. of contact.
For more information on the Sabio group, visit their Website
Look at Sabio’s video to learn more about our mental health and wellness service advisor solution.
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