NASHUA, N.H., May 3, 2012 /PRNewswire/ -- Contact centers
across the world have gone through a massive change. In an industry
where the churn of employees is between 30%-50% and the cost of
hiring is as high as 30%(i) of the agent's yearly income in
training and down time, increasing retention and agent satisfaction
is vital. A new survey by Jabra and leading analyst firm Frost
& Sullivan reveals the path to retention for contact centers
today, showing that the industry has evolved significantly as
professional places of business versus merely a pit-stop for
temporary workers on the way to bigger and better things. With
state of the art technology solutions and systems, these centers
have also become a workplace where committed individuals can find a
satisfying career.
The study revealed that 60% percent of contact center managers
in the US – compared with 62% worldwide - mention career
opportunities as a major factor in ensuring agent satisfaction.
Similarly, the lack of career opportunities was also cited as being
the top reason for an agent to hang up their headset and leave
their employer. This fact shows that the contact center sector as a
whole is now on par with most other industries where career
opportunities and public recognition also plays a significant role
in achieving employee satisfaction and retention.
"Contact centers have made great strides in eliminating the
perception that they are noisy, crowded and stressful places to
work -- and for that they should be applauded," says Brendan Read, Industry Analyst, Frost &
Sullivan. "However, as we can see from the results of this survey,
to address their continued high turnover rate they need to focus on
providing additional career options and guidance to their employees
on how to better achieve goals and targets."
According to the survey, 66% of contact center managers said
that providing equipment that improves agents' work lives is a key
factor in overall agent satisfaction, following only public
recognition and bonuses for extraordinary performance (64%). Good
quality software and headset solutions have proven to increase
productivity by more than 15 percent, decreasing the time spent
with each call and increasing the quality of conversation.
"I'm glad to see that a significant percentage of contact
centers are making an effort to recognize employees for a job well
done," says Jette Bajlum, Branch Manager, KELLY Services, Contact Center Division. "It's
been well documented that employees place a high value on
recognition they receive from their managers, peers and coworkers.
Public recognition schemes are often an effective way for
contact centers to build strong, long-lasting employee
satisfaction".
"Equipment and technologies that improve the employee work
experience are a relatively low-cost way for today's organizations
to both increase employee satisfaction and distinguish themselves
from other potential employers," said Kelly
Myers, senior director of marketing, Jabra North America. "At Jabra, we are seeing a
growing gap between organizations that embrace technology to make
their employees' work lives easier and organizations that don't.
Those that don't are at considerable risk of being left behind as
potential employees seek out employers that provide a work
environment that is more to their liking."
To experience Jabra's suite of contact center products first
hand, visit us at ACCE (May 7-10,
Seattle) Booth #611, or attend a
panel hosted by Jabra COO Deborah
Wenger who will be presenting on the topic of "Big Shifts:
Three Trends That Are Re-Shaping the Contact Center" (Wednesday,
7:45-8:30AM).
Jabra's contact center products are available through our
channel partners. Visit us online at Jabra.com/stories to enter
your "Amazing Story" for a chance to win a Jabra prize kit.
About Jabra
Jabra is the brand of GN Netcom, a subsidiary of GN Store Nord
A/S (GN) - listed on NASDAQ OMX. Jabra employs approximately
850 people worldwide and in 2011 produced an annual revenue which
amounted to DKK 2,106 million. Jabra
is a world leader in the development, manufacturing, and marketing
of a broad range of hands-free communications solutions. With a
reputation for innovation, reliability, and ease of use that goes
back more than two decades, Jabra's consumer and business divisions
produce corded and wireless headsets, plus mobile and in-office
speakerphones that empower individuals and businesses through
increased freedom of movement, comfort, and
functionality.
© 2012 GN Netcom A/S. All rights reserved. Jabra® is a
registered trademark of GN Netcom A/S. All other trademarks
included herein are the property of their respective owners.
(Design and specifications subject to change without notice)
(i) Call Center Insights:
http://blog.inovasolutions.com/2011/reducing-agent-turnover-in-contact-centers
NOTE: This release is the second in a series of four releases
focusing on global trends in the contact center industry. The
survey was conducted in December 2011
and polled 250 contact center managers in Great Britain, France, the U.S., China and India.
SOURCE Jabra