EvaluAgent, provider of workforce engagement software for call centres, has revealed that employee disengagement and staff unhappiness in call centres costs the UK economy around £2.3 billion annually.
Calculation details, methodology and research can be found here.
Call centres struggle with a reputation for poor working conditions, and as a result, find it difficult to retain staff and keep them motivated. Often likened to twenty-first-century workhouses, many call centres are looking to improve the way they manage their staff in order to improve their profitability.
Only a small number of companies have a genuinely customer-centric culture at their core, but now as more traditional means of differentiation have started to deteriorate in effectiveness, every business has to pay close attention to the customer experience in order to secure a genuine competitive advantage amongst consumers.
The challenge many businesses and their call centres face is that a great customer experience is almost impossible to deliver without engaged and motivated employees who have the best interests of the customer and the brand at heart.
Based on figures from call centre industry statistics and research on the impact of engagement amongst employees, EvaluAgent’s ‘Return on Engagement Calculator’ determines the current cost of disengagement to the call centre industry and the UK economy.
The Return on Engagement Calculator determines the effect increased engagement would have across efficiency, productivity, staff turnover and absenteeism in the call centre, and subsequently calculates the impact of disengagement on the bottom line of the business.
Jaime Scott, Managing Director of EvaluAgent, comments, ‘A major challenge faced by many is delivering a great experience to customers that are more demanding and vocal than ever. As the call centre continues to play an increasingly important role in the customer experience, customer service leaders need to invest not only in CX technology but also in technology that engages, motivates and empowers the humans behind the technology.’
For more information about EvaluAgent, visit their website.