Apr 14, 2020

Posted by Staffino & 2Ring

Agents often leave their job because of a lack of motivation, low recognition or because of issues and stress. High voluntary attrition is one of the major problems at call centers and can have significant impact on company’s bottom line every year.

Multiple studies* show that a strategic program for employee recognition can lower employee turnover significantly and also lead to higher performance. According to these studies, almost 70% of employees consider praise to be the most motivating out of all incentives.

In this blog post, we will focus on a telco client that was able to lower voluntary attrition at their call center by using Staffino’s Employee Engagement module for higher recognition and motivation of agents.

Results

This telco client reported approximately a 4% decrease of voluntary attrition at their call center in 2 years after Staffino’s deployment. A rough internal estimate on cost savings thanks to Staffino’s impact on motivation and engagement of agents is around $578,600 ​over a 2-year period, which netted a total savings of 7% based on a yearly labor cost of $4.07 million. The client noted, it also helped operations focus on other root causes of attrition.

In 2016 they measured attrition rate caused by lack of motivation and engagement at 14.1%. After deploying Staffino in May 2017, they quickly noticed an impact with the annual figure decreasing to 11.8% and then decreasing further to 9.3% and 8.2% in the following years. While the company struggled with the overall attrition due to other root causes during this time, they believe the overall attrition would be much higher without Staffino’s impact on agent motivation and engagement.

Our Approach

We consider motivation and engagement of agents very important. We often see that customer experience and satisfaction are directly affected by the level of agent motivation, recognition and engagement. These factors, when at a higher level, not only make agents happier but also bring enormous value to your call center and business in the form of better performance, cost savings and even higher revenue. The Employee Engagement module is an optional addition to our feedback solution, but we highly recommend it for the reasons mentioned above and many others.

If this Employment Engagment module is activated, every time a customer leaves positive feedback for the agent, the feedback is automatically shared with the agent into their personal account. Supervisors can additionally comment and praise the agent, reinforcing the behavior and furthering the motivational effect. On top, positive feedback can be automatically displayed within 2Ring Dashboards & Wallboards for everyone to see.

Staffino’s internal metrics reveal that on average 80%-90% of incoming monthly feedback via Staffino has been positive. Although writing a comment within positive feedback is optional, 84% of customers choose to do so. We attribute these high figures to the fact that our feedback solution enables personalized, humanized and engaging feedback experience to the customers.

ROI Calculator - Decreased Attrition

This calculation can be very complex when accounting for many different elements impacting the cost of voluntary attrition. Our calculator focuses mainly on the elements that are easier to measure, such as recruitment costs, training costs and reduced productivity level of newcomers after training period. Other elements can be hard to measure, and we do not include them in our calculator. Some of these elements are e.g. additional coaching time, additional work for IT team to get new employees set up, brand image impact, etc. Therefore, our calculation reflects only a portion of the obtained value and we assume even greater savings.

Would you like to learn more about our approach? Or see how much your call center could save on attrition by using 2Ring-Staffino? Visit our contacts page at www.2Ring.com/Contact and reach out to us for more information.

* Referenced studies: Bersin by Deloitte, The State of Employee Recognition, 2012; McKinsey Motivating People, Getting Beyond Money, 2009

Latest News

Why Your Contact Center Needs to Collect Feedback on Agents

Collecting feedback on each agent’s performance after every customer interaction will open new ways for your company and contact center to improve quality, increase revenue and save costs.
More

Agents’ Performance Check Reveals Undetected Retention Cases

Companies lose revenue because of customer churn - customers who either stop purchasing products and services from your company or switch to a competitor for various reasons.
More

Call Centers Lowering Attrition and Saving Costs with 2Ring Staffino

In this blog post, we will focus on a telco client that was able to lower voluntary attrition at their call center by using Staffino’s Employee Engagement module for higher recognition and motivation of agents.
More

8 Reasons to Use 2Ring Staffino and Not IVR Post Call Surveys

IVR and 2Ring Staffino email/SMS post call surveys may seem comparable with their easiness of execution and low cost. However, there are some significant differences that you should know about.
More