Reducing Colleague Attrition Related Articles What is Attrition Rate and How to Calculate It Attrition in BPO: A Deep Dive Into Employee Turnover Reducing Contact Centre Attrition: Best Practices and Strategies 32 Tips for Reducing Average Handling Time (AHT) © TetianaKtv - Shutterstock - 2366876043 Filed under - Industry Insights, Attrition, Employee Engagement, QStory, Videos In the first release of a new series capturing NatWest’s QStory experience, Simon Separghan, Former Managing Director of Customer Experience & Contact at NatWest, discusses how empowering colleagues with more autonomy has significantly reduced attrition rates from 65% to 22% over a 12-month period. Attrition rates have dropped significantly, because we’re empowering colleagues and giving them the autonomy that they need to be able to be brilliant in their role. And we saw attrition reduce from around about the 60% mark to less than 30% over that 12-month period. And that’s an incredible statistic because what it means is that our customers are getting the benefit of much more experienced colleagues. And from a colleague’s perspective, why is that happening? Ultimately because we are able to invest back into them, we are able to release those lost hours, and utilize those for coaching and development to continue to raise their capability of serving customers in a rapidly changing dynamic. And if I think about things like our colleague opinion survey, we saw the engagement level of our colleagues rise by 6%. That is pretty staggering. In order to achieve similar types of results, you probably need to give people quite a significant pay rise. And so this is about a discretionary impact that we’re seeing as a result of this technology. This blog post has been re-published by kind permission of QStory – View the Original Article For more information about QStory - visit the QStory Website About QStory QStory are the pioneers of Intraday Automation (IDA). Their mission is to create a better everyday life for customer service professionals by helping them to work in a happier, more engaging and productive environment. Find out more about QStory Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: QStory Published On: 23rd May 2024 - Last modified: 28th May 2024 Read more about - Industry Insights, Attrition, Employee Engagement, QStory, Videos Recommended Articles What is Attrition Rate and How to Calculate It Attrition in BPO: A Deep Dive Into Employee Turnover Reducing Contact Centre Attrition: Best Practices and Strategies 32 Tips for Reducing Average Handling Time (AHT) Related Reports Report: Best Practices for Global Product Leadership in WFM and Intraday Automation White Paper: How Contact Centres Can Become Employers of Choice Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter