Call center leaders and practitioners frequently talk about engagement, or the lack of it, and the effects on the contact center; higher attrition, lower FCR and lower customer satisfaction scores. However, the impacts to the business far outweigh those to the contact center.
Consider your average revenue per contact. Then consider how many poor interactions your actively disengaged agents are having, and the resulting loss in revenue. Also consider the number of purchased product questions you receive in your contact center and how many poor interactions your actively disengaged agents are having, resulting in product returns or lifetime loss of revenue in your retail outlets. Consider all of the calls escalated by your actively disengaged agents, resulting in higher back-office costs.
It shouldn’t be only the contact center leadership that is concerned with the level of engagement in your contact center. Impacts to the contact center can easily be measured; higher attrition, higher shrinkage, lower FCR, lower NPS or sat scores. But all of this really pales compared to the lost revenue, lost loyalty, lost customers and higher product returns that result from engagement issues in the contact center. It is estimated that the total costs to the company can exceed the costs to the contact center by as much as 10X.
One of the fastest ways to drive DOWN engagement in the contact center is to give agents or customer service representatives the wrong tools for the job. Measurements and targets drive the contact center. Provide your staff with tools that will not allow them to meet their targets, and they will not only disengage, but will become actively disengaged.
Synchrony is a robust inbound/outbound, unified desktop, integrated multi-channel contact center solution that puts the right tools in the hands of the contact center staff, at the right time. Synchrony can therefore help the workforce become more engaged and more efficient, delivering higher quality outcomes.